# Troubleshoot ServiceNow CMDB

## The connection test does not pass

Work down this table. The first two causes account for most failures.

| Cause | How to tell | Fix |
| --- | --- | --- |
| The instance URL is not accepted | The form rejects it before any call is made | Use `https://<your-instance>.service-now.com` with no path, no query string and no credentials in the URL |
| The credential is wrong or expired | The test reaches ServiceNow and is refused | Re-enter it. For OAuth, confirm the client is still active in ServiceNow |
| Credentials filled in for more than one method | Mesh rejects the configuration | Clear every field except the method you selected |
| The account cannot read the tables | The test fails, or passes while collection returns little or nothing. ServiceNow returns an empty result rather than an error for some access denials | Give the account read access to the tables listed in [Step 6](./set-up.mdx#step-6--choose-what-to-collect) |
| ServiceNow is unreachable from Mesh | The test times out | Check whether your instance restricts access by IP address |

> **tip**
For either OAuth mode, the most common cause is a client that was deactivated
or had its secret rotated in ServiceNow. Confirm the client is active before
re-entering anything in Mesh.

## No data arrives after setup

| Check | What it means |
| --- | --- |
| Has the first collection finished? | The first run reads your whole CMDB and can take hours |
| Is the entity set selected? | Anything cleared in **Entity sets** is not read at all |
| Can the account read that table? | Read access is per table in ServiceNow. Missing access on one table affects only that data |

Open **Settings → Data source syncs** to see each run, what it collected and
whether it failed. See
[Data source synchronizations](../../../admin-guide/audit-logging.md#data-source-synchronizations).

## Some records are missing detail

Records are read once and then only when they change. A record that has not
changed since Mesh first read it keeps the detail it had at that time.

If a group of records is missing a field that newer records have, contact Axiad
— a one-off refresh may be needed.

## Software or machines look incomplete

| Symptom | Likely reason |
| --- | --- |
| A machine has no manufacturer or location | Those fields are empty in ServiceNow for that record |
| Software shows no publisher or version | The software model in ServiceNow does not carry them |
| A certificate has no owner | No owner is set on the ServiceNow record |

Mesh reports what your CMDB holds. Where ServiceNow has no value, Mesh shows
none rather than guessing.

## Changing the instance URL

The instance URL identifies where everything came from. To point Mesh at a
different instance, add a new connector rather than editing this one.

## Contact Axiad

If a collection keeps failing after you have worked through this page, raise it
with Axiad — through your account team or the support contact in your
agreement. See
[Contacting Axiad](../../../admin-guide/troubleshooting-and-support.md#contacting-axiad).

Include:

| Include | Where to find it |
| --- | --- |
| The connector name | **Settings → Connectors** |
| The time of a failed run, in UTC | **Settings → Data source syncs** |
| The status and reason shown | The expanded row in **Settings → Data source syncs** |
| Which authentication method you used | Your connector configuration |