Service Exchange for Impact Provider Connection shows "Slow/Slow" or "Down/Down" status after installing the Impact app Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After installing the Impact app, the Provider Connection status between an instance and the Impact Delivery Instance shows as Slow/Slow, Down/Down, or Up/Up instead of the expected Active Replication/Active Replication. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } - Provider Connection status displays as 'Slow/Slow' (Inbound and Outbound) on one or more instances- Provider Connection status displays as 'Down/Down' (Inbound and Outbound) despite the instance appearing in an Onboarded state- Provider Connection status fluctuates — for example, transitions from 'Up/Up' → 'Slow/Slow' → 'Up/Up', or from 'Up/Up' → 'Down/Down'- Other instances connected to the same Impact Delivery Instance show Active Replication/Active Replication, creating inconsistency across the environment- No migration errors are observed alongside the 'Slow/Slow' status Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All currently supported releases. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } For "Slow/Slow" status:This behavior is by design. The 'Slow/Slow' status on a Provider Connection indicates network communication delays between the consumer instance and the Impact Delivery Instance. This typically occurs when the Impact Delivery Instance is scaling up and processing a large number of records across multiple consumers. The status reflects a latency threshold — if the round-trip time between instances exceeds the configured timeout (default: 90 seconds), the connection is marked as "Slow." This does not affect data migration or replication accuracy. For "Down/Down" status:When a Provider Connection record exists in the 'sn_sb_con_provider_connection' table but the underlying OAuth credentials or sync configuration has become inconsistent, the connection reports a 'Down/Down' status even though the instance state appears as **Onboarded**. Removing the existing Provider Connection record and re-onboarding the instance using the manual registration process re-establishes the OAuth handshake and restores the connection. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Scenario 1 — Provider Connection shows "Slow/Slow." The 'Slow/Slow' status does not require remediation and does not impact data migration. If you want to adjust the threshold that defines a "slow" connection, follow these steps: 1. Navigate to the Impact application on your instance.2. Open Provider Connections from the application navigator.3. Open the affected Provider Connection record.4. In the related list at the bottom of the record, open Settings.5. Update the Connection slow threshold value (default: '90' seconds) to a higher value that reflects your acceptable latency threshold. Note: Increasing the timeout means the connection will tolerate greater latency before being flagged as "Slow." This is an optional adjustment — the 'Slow/Slow' status alone does not indicate a functional problem with replication. Scenario 2 — Provider Connection shows "Down/Down." Workaround — If the Provider Connection status shows 'Down/Down' and the instance is listed as Onboarded, off-board and re-onboard the instance manually using the following steps. Step A — Off-board the existing connection 1. Navigate to the Impact application on your instance.2. Open Provider Connections ('sn_sb_con_provider_connection_list.do') from the application navigator.3. Identify the Provider Connection record showing 'Down/Down'.4. Before deleting, export a backup of the record: - Right-click the record header and select Export > XML to save an XML backup.5. Delete the affected Provider Connection record from the 'sn_sb_con_provider_connection' table. Step B — Re-onboard the instance manually 6. Follow the ServiceNow product documentation to re-onboard the instance using manual registration: - Configure the Impact Store application using manual registration - Connect your instance to the Impact Store app 7. Verify the Provider Connection status returns to Active Replication/Active Replication or Up/Up after re-onboarding completes.