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Troubleshooting for registering target instance › Reference › Instance Clone › Configure core features › Administer the ServiceNow AI Platform
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Credentials error

Troubleshoot a credentials error that occurs while registering a target instance.

Condition

The credentials for the target instance are incorrect preventing the target instance from being registered.

Cause

Clone requests can’t redirect authentication requests to a single sign-on identity provider. The target instance credentials must exist in the sys_user table as a user record or as part of a Lightweight Directory Access Protocol (LDAP) integration.

Remedy

  • Provide credentials for the target instance for a user with the admin role.
  • Use a local user account, not an LDAP, or SSO user account.

Parent Topic:Troubleshooting for registering target instance