Problem invoking InstanceInfo on https://<instance_name>.service-now.com/ - Support and Troubleshooting

Problem invoking InstanceInfo on https:// .service-now.com/ Issue Mid servers are down with the below errors on the logs StartupSequencer SEVERE *** ERROR *** Problem invoking InstanceInfo on https:// .service-now.com/ : Please check that the InstanceInfo page exists in the sys_public table and active="true". StartupSequencer SEVERE *** ERROR *** Field instance_name missing in InstanceInfo response StartupSequencer SEVERE *** ERROR *** test failure java.lang.IllegalStateException: Unable to connect to instance. at com.service_now.mid.services.StartupSequencer.runTests(StartupSequencer.java:455) at com.service_now.mid.services.StartupSequencer$Starter.run(StartupSequencer.java:416) StartupSequencer Successfully connected to instance: StartupSequencer Install name: Demo Server StartupSequencer Instance name: nwhealthconnection StartupSequencer Node: 4334c5b5fccba97a72858860b6b60ff1 StartupSequencer Build date: 03-02-2020_2243 StartupSequencer Build tag: glide-newyork-06-26-2019__patch7-02-25-2020 StartupSequencer Instance ID: 563d716ddb7faa404f035d00cf9619c6 StartupSequencer System ID: app132144.sjc201.service-now.com:nwhealthconnection009 StartupSequencer Instance IP: 10.90.132.144 StartupSequencer MID buildstamp: newyork-06-26-2019__patch7-02-25-2020_03-02-2020_2243 StartupSequencer WARNING *** WARNING *** Invalid response to MIDServerCheck query StartupSequencer SEVERE *** ERROR *** test failure java.lang.IllegalStateException: User cannot be authenticated or is missing the proper roles. If you have deleted or changed the MID server keystore, and config.xml mid.instance.password value is encrypted, you may need to change this value to plain text (during MID startup, password is re-encrypted using current keystore and written back to mid.instance.password). at com.service_now.mid.services.StartupSequencer.runTests(StartupSequencer.java:462) at com.service_now.mid.services.StartupSequencer$Starter.run(StartupSequencer.java:416) Release Newyork and below Resolution The very first step is to check from the " sys_public " table if the page " InstanceInfo " exists and its value is " true ". The next step is to check from the " sys_web_service " table if the below listed are set to " true ". InstanceInfo GetMIDInfo InstanceInfo MIDAssignedPackages MIDFieldForFileProvider MIDFileSyncSnapshot MIDServerCheck MIDServerFileProvider Observe for the below errors from the " wrapper " logs INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:55.983 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:59.193 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:59.194 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:59.194 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:35:59.194 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:36:00.297 | mmap failed for CEN and END part of zip file INFO | jvm 6 | yyyy/mm/dd 00:36:00.297 | mmap failed for CEN and END part of zip file If the above errors are found, the solution is to restart the application nodes. Restarting the application nodes should help providing the relief. This issue is fixed in Orlando, hence a suggestion is to upgrade the instance to "Orlando".