User Manual, Admin Guide, Rest API, Performance API, SnowMirror Monitor, ServiceNow Upgrade, Release Notes

1. List of Error Codes

1.1. SM-5000 (mirror database related error)

Error working with mirror database.

Error message: Some error message

  • Solution 1/1:

    The error is related to the mirror database. Read the error message and try to figure out the solution.

    1. Read the error message and act accordingly. Error message: Some error message

    2. You can go to Settings → Database and click Test Connection button. It will create a new testing connection and test permissions.

1.2. SM-5001 (data truncation)

Data Truncation Error. Data being stored into database does not fit into a database column. Data length exceeds the max. length of the column.

Columns rejected by database server: DB server did not provide names of problematic columns.

All problematic columns: Did not find any problematic columns.

  • Solution 1/2:

    How can it happen: ServiceNow restricts how many characters you can store to columns. SnowMirror adheres that restriction. However, sometimes ServiceNow allows to bypass the restriction and stores more data than expected.

    What to do: Increase max. length of your database columns so that they can accommodate the data.

    1. Open Edit Mappings page

    2. Find the problematic column and click on it.

      Problematic columns: Did not find any problematic columns.

    3. Increase the max. length of the database column and Save the change.

  • Solution 2/2:

    How can it happen: ServiceNow restricts how many characters you can store to columns. SnowMirror adheres that restriction. However, sometimes ServiceNow allows to bypass the restriction and stores more data than expected.

    What to do: Increase max. length of your column in your ServiceNow instance.

    1. Open your ServiceNow instance

    2. Open Dictionary (System Definition → Dictionary)

    3. Find the problematic column and open its detail.

      Problematic columns: Did not find any problematic columns.

    4. Increase the max. length of that column and save the changes

    5. In SnowMirror, go to Edit Settings and make sure Auto Schema Update is enabled.

    6. Run the synchronization. Auto Schema Update will download the new max. length and will automatically change max. length of the column in mirror database.

1.3. SM-6000 (ServiceNow: generic ServiceNow-related error)

Generic ServiceNow-related issue.

Raw error message: Some error message

  • Solution 1/1:

    Generic ServiceNow-related issue. Please check your ServiceNow settings. Read the error message and try to figure out the solution.

    1. Read the error message and act accordingly. Error message: Some error message

    2. You can go to Settings → ServiceNow and click Test Connection button. It will run a detailed connection test.

    3. Once you fix the connection you can re-run your synchronization.

1.4. SM-6002 (ServiceNow: transaction cancelled)

SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request.

Raw error message: SnowMirrorException: Some error

  • Solution 1/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

  • Solution 2/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Try to improve ServiceNow processing times by utilizing database indexes. Indexes allow ServiceNow to process requests faster.

    1. Go to Edit Settings page

    2. Click "Validate" button. It will run a detailed test to figure out possible issues.

    3. Fix the issues found by the Validate button.

    4. Once you fix the issue you can re-run your synchronization.

  • Solution 3/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Discuss the issue with your ServiceNow consultant or architect.

    1. Explain them that you were downloading data using SOAP API but it took too long to get a response from ServiceNow from "someTableName" table.

    2. Make changes in ServiceNow based on their advise. If there is something we can do, feel free to contact us.

1.5. SM-6003 (ServiceNow: transaction cancelled during Audit delete strategy - sys_audit_delete)

SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request.

Raw error message: SnowMirrorException: Some error

  • Solution 1/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

  • Solution 2/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Try to improve ServiceNow processing times by utilizing database indexes. Indexes allow ServiceNow to process requests faster.

    1. Login to your ServiceNow instance.

    2. Go to System Definitions → Tables.

    3. Open detail of "sys_audit_delete" table.

    4. Scroll down and click on "Database indexes" tab.

    5. Check if you have indexes on "sys_updated_on" and "tablename" columns. Create the indexes if they don’t exist.

    6. Once you have the indexes created you can re-run your synchronization.

  • Solution 3/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Discuss the issue with your ServiceNow consultant or architect.

    1. Explain them that you were downloading data using SOAP API but it took too long to get a response from ServiceNow from "someTableName" table.

    2. Make changes in ServiceNow based on their advise. If there is something we can do, feel free to contact us.

1.6. SM-6004 (ServiceNow: transaction cancelled during Audit delete strategy - sys_archive_log)

SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request.

Raw error message: SnowMirrorException: Some error

  • Solution 1/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

  • Solution 2/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Try to improve ServiceNow processing times by utilizing database indexes. Indexes allow ServiceNow to process requests faster.

    1. Login to your ServiceNow instance.

    2. Go to System Definitions → Tables.

    3. Open detail of "sys_audit_delete" table.

    4. Scroll down and click on "Database indexes" tab.

    5. Check if you have indexes on "sys_created_on", "from_table" and "restored" columns. Create the indexes if they don’t exist.

    6. Once you have the indexes created you can re-run your synchronization.

  • Solution 3/3:

    SnowMirror requested data from "someTableName" using SOAP API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Discuss the issue with your ServiceNow consultant or architect.

    1. Explain them that you were downloading data using SOAP API but it took too long to get a response from ServiceNow from "someTableName" table.

    2. Make changes in ServiceNow based on their advise. If there is something we can do, feel free to contact us.

1.7. SM-6005 (ServiceNow: REST API transaction cancelled)

SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request.

  • Solution 1/5:

    SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

  • Solution 2/5:

    SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Configure ServiceNow so that our requests have more time to finish.

    1. Login to your ServiceNow instance

    2. Open "Transaction Quota Rules" page

    3. Find a quota named "REST Table API request timeout" and open it

    4. Increase the value in "Maximum Duration (seconds)" field so that SnowMirror requests have more time to finish.

    5. Re-run your synchronization.

  • Solution 3/5:

    SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Try to improve ServiceNow processing times by utilizing database indexes. Indexes allow ServiceNow to process requests faster.

    1. Go to Edit Settings page

    2. Click "Validate" button. It will run a detailed test and it will figure out if there are appropriate database indexes in ServiceNow.

    3. Create missing indexes if necessary.

    4. Once you fix the issue you can re-run your synchronization.

  • Solution 4/5:

    SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Discuss the issue with your ServiceNow consultant or architect.

    1. Explain them that you were downloading data using REST API but it took too long to get a response from ServiceNow from "someTableName" table.

    2. Make changes in ServiceNow based on their advise. If there is something we can do, feel free to contact us.

  • Solution 5/5:

    SnowMirror requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: You may consider using SOAP API because it supports long running requests. SnowMirror uses long running requests by default. Because of that, it has much more time to finish its requests.

    1. Go to Settings → ServiceNow page.

    2. Select SOAP API

    3. Click Test Connection button to make sure you are able to connect.

    4. Re-run your synchronization.

1.8. SM-6006 (ServiceNow: REST API transaction cancelled during Audit delete strategy - sys_audit_delete)

SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

  • Solution 1/5:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

  • Solution 2/5:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Configure ServiceNow so that our requests have more time to finish.

    1. Login to your ServiceNow instance

    2. Open "Transaction Quota Rules" page

    3. Find a quota named "REST Table API request timeout" and open it

    4. Increase the value in "Maximum Duration (seconds)" field so that SnowMirror requests have more time to finish.

    5. Re-run your synchronization.

  • Solution 3/5:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Try to improve ServiceNow processing times by utilizing database indexes. Indexes allow ServiceNow to process requests faster.

    1. Login to your ServiceNow instance.

    2. Go to System Definitions → Tables.

    3. Open detail of "sys_audit_delete" table.

    4. Scroll down and click on "Database indexes" tab.

    5. Check if you have indexes on "sys_updated_on" and "tablename" columns. Create the indexes if they don’t exist.

    6. Once you have the indexes created you can re-run your synchronization.

  • Solution 4/5:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: Discuss the issue with your ServiceNow consultant or architect.

    1. Explain them that you were downloading data using REST API but it took too long to get a response from ServiceNow from "someTableName" table.

    2. Make changes in ServiceNow based on their advise. If there is something we can do, feel free to contact us.

  • Solution 5/5:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

    What to do: You may consider using SOAP API because it supports long running requests. SnowMirror uses long running requests by default. Because of that, it has much more time to finish its requests.

    1. Go to Settings → ServiceNow page.

    2. Select SOAP API

    3. Click Test Connection button to make sure you are able to connect.

    4. Re-run your synchronization.

1.9. SM-6007 (ServiceNow: REST API transaction cancelled during Audit delete strategy - sys_archive_log)

SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time.

  • Solution 1/1:

    SnowMirror’s Audit Deleting Strategy requested data from "someTableName" using REST API but ServiceNow cancelled the request because it did not finished on time. Your ServiceNow instance may had been temporarily slowed down by a background process.

    What to do: Run the synchronization again.

    1. Was there a background process running in your ServiceNow instance during the synchronization? Examples of background processes: ServiceNow upgrade, maintenance work, installation of new plugins, installation of update sets, …​

    2. Run the synchronization again.

1.10. SM-6008 (ServiceNow: unable to login)

Unable to log in to ServiceNow server.

  • Solution 1/1:

    SnowMirror was unable to log in to ServiceNow. Please check your ServiceNow credentials.. Go to Settings → ServiceNow page.

    1. Verify your credentials there.

    2. Use Test Connection button to verify the connection.

    3. Once you fix the connection you can re-run your synchronization.

1.11. SM-6010 (ServiceNow: Insufficient rights to query records)

ServiceNow refused to process a request from SnowMirror and returned "Insufficient rights to query records" error.

That means your ServiceNow user does not have permissions to read data from YourTable.

  • Solution 1/1:

    Make sure that your ServiceNow user has permissions to read YourTable.

    1. Login to your ServiceNow instance and open Access Control (ACL) page.

    2. Find all ACLs related to your table and check that your user has permission to read it.

    3. Our documentation contains a detailed guide on how to setup permissions.

    4. After changing ACLs you can re-run your synchronization.

1.12. SM-6011 (ServiceNow: Missing columns in response)

Responses from ServiceNow did not contain all columns we wanted to download. Missing columns: -.

  • Solution 1/1:

    Responses from ServiceNow did not contain all columns we wanted to download. Missing columns: -.

    1. Login to your ServiceNow instance and open Access Control (ACL) page.

    2. Find all ACLs related to your table and check that your user has permission to read it.

    3. If the problematic column is a reference you also have to check permissions of the referenced table.

    4. Our documentation contains a detailed guide on how to setup permissions.

    5. After changing ACLs you can re-run your synchronization.

1.13. SM-6030 (ServiceNow: Failed to retrieve access token - access denied)

ServiceNow refused us to retrieve access token. Access token or credentials are incorrect.

  • Solution 1/1:

    ServiceNow refused us to retrieve access token. Access token or credentials are incorrect.

    1. Go to Settings → ServiceNow.

    2. Check following fields and update them if necessary: Username, Password, ClientId, ClientSecret

    3. Click Test Connection button to verify the changes.

    4. Re-run the synchronization.

1.14. SM-7000 (License: not found)

No license found. You have to enter a license key to be able to run synchronizations.

If you want to try out SnowMirror you can get a free trial license at our website

If you have troubles with your license feel free to drop us an email at info@snow-mirror.com

1.15. SM-7001 (License: not activated)

SnowMirror is not activated. Your license may be invalid or SnowMirror configuration is invalid. Please go to Settings → License to find out the root cause of the issue.

If you have troubles with your license feel free to drop us an email at info@snow-mirror.com

1.16. SM-7002 (License: table synchronization forbidden)

You license does not allow you to replicate tables into database. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.17. SM-7003 (License: view synchronization forbidden)

You license does not allow you to replicate views into database. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.18. SM-7004 (License: attachment synchronization forbidden)

You license does not allow you to replicate attachments. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.19. SM-7005 (License: backup synchronization forbidden)

You license does not allow you to backup data into XML or CSV files. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.20. SM-7006 (SnowMirror is running in a high availability cluster mode. Your license does not permit a high availability cluster.)

SnowMirror is running in a high availability cluster mode. Your license does not allow you to use a high availability cluster. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.21. SM-7007 (Unsupported database: your license only supports H2 and MySQL databases.)

Your license allows you to use H2 and MySQL databases but you use some other database. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.22. SM-7008 (Differential synchronization is available only in Enterprise, Cluster and Trial license.)

Your license does not allow you to use differential synchronization which is available only in Enterprise, Cluster and Trial license. If you think that is a mistake please drop us an email at info@snow-mirror.com

1.23. SM-7009 (License: SnowMirror is configured to use more ServiceNow nodes than permitted by your license.)

SnowMirror is configured to use more ServiceNow nodes than permitted by your license. If you think that is a mistake `please drop us an email at info@snow-mirror.com

1.24. SM-8001 (Consistency check: ServiceNow contains more records than SnowMirror.)

ServiceNow contains more records than SnowMirror. ServiceNow: 0, Mirror DB: 0. Expected in SN: 0

  • Solution 1/2:

    ServiceNow contains more records than SnowMirror. Check ACLs in your ServiceNow instance.

    1. Login to your ServiceNow instance and open Access Control (ACL) page.

    2. Find all ACLs related to your table and check that your user has permission to read all records in the table and all its columns.

    3. Our documentation contains a detailed guide on how to setup permissions.

    4. After changing ACLs you can re-run your synchronization.

  • Solution 2/2:

    ServiceNow contains more records than SnowMirror. Did you or anyone else imported data in ServiceNow using XML files? XML file imports may override values in sys_updated_on column and therefore SnowMirror may miss some records.

    1. Try to remember if you or your colleagues imported data into ServiceNow using XML files.

    2. Once the you identified the cause you can synchronize the missing records using:

      Clean & Synchronize - to download the whole table from scratch.

      Differential Synchronization - to compare all SysIds in ServiceNow with all SysIds in SnowMirror and download the differences.

      Synchronize From - to download all records from a specific date.

1.25. SM-8002 (Consistency check: ServiceNow contains more records than SnowMirror after clean synchronization.)

ServiceNow contains more records than SnowMirror. ServiceNow: 0, Mirror DB: 0. Expected in SN: 0

  • Solution 1/1:

    ServiceNow contains more records than SnowMirror. Check ACLs in your ServiceNow instance.

    1. Login to your ServiceNow instance and open Access Control (ACL) page.

    2. Find all ACLs related to your table and check that your user has permission to read all records in the table and all its columns.

    3. Our documentation contains a detailed guide on how to setup permissions.

    4. After changing ACLs you can re-run your synchronization.

1.26. SM-8003 (Consistency check: SnowMirror contains more records than ServiceNow.)

SnowMirror contains more records than ServiceNow. ServiceNow: 0, Mirror DB: 0. Expected in SN: 0

  • Solution 1/3:

    SnowMirror contains more records than ServiceNow. Check Delete strategy settings.

    1. Go to Edit Settings

    2. Click Validate button. It may reveal issues with deleting strategy.

    3. Fix the issue based on the information from the Validate button.

    4. Once the you identified the cause you can synchronize the missing records using:

      Clean & Synchronize - to download the whole table from scratch.

      Differential Synchronization - to compare all SysIds in ServiceNow with all SysIds in SnowMirror and download the differences.

      Synchronize From - to download all records from a specific date.

  • Solution 2/3:

    SnowMirror contains more records than ServiceNow. Check Archiving settings.

    1. Login to your ServiceNow instance and open Archive Rules page.

    2. Look at the archive rules and check if records in your table may be archived.

    3. If your records may be archived go to Setting → General Settings

    4. Find an option "Archiving Support" and enable it.

    5. Once the you identified the cause you can synchronize the missing records using:

      Clean & Synchronize - to download the whole table from scratch.

      Differential Synchronization - to compare all SysIds in ServiceNow with all SysIds in SnowMirror and download the differences.

  • Solution 3/3:

    SnowMirror contains more records than ServiceNow. Check table rotation.

    1. Login to your ServiceNow instance and open Table Rotations page.

    2. Look at table rotations and check if your table is being rotated.

    3. If the table is being rotated create a new synchronization and configure it so that it takes the rotation into account

    4. Once the you identified the cause you can synchronize the missing records using:

      Clean & Synchronize - to download the whole table from scratch.

      Differential Synchronization - to compare all SysIds in ServiceNow with all SysIds in SnowMirror and download the differences.

1.27. SM-9001 (Synchronization: manually stopped by a user)

The synchronization was manually stopped by a user.

  • Solution 1/1:

    The synchronization was manually stopped by a user.

    What to do: Run the synchronization again. See your options below.

    1. Open your synchronization and Resume your synchronization.

    2. Open your synchronization and click "Synchronize Now" to run an incremental synchronization.

1.28. SM-9002 (Synchronization: SnowMirror was restarted during the synchronization or it stopped working)

SnowMirror was restarted during the synchronization or it stopped working.

  • Solution 1/1:

    You may have intentionally restarted SnowMirror.

    1. Re-run your synchronization.

    2. If you don’t re-run your synchronization it will be automatically executed according to its schedule.

1.29. SM-9003 (Synchronization: One of the SnowMirror components was restarted.)

One of the SnowMirror components was restarted during the synchronization.

  • Solution 1/1:

    One of the SnowMirror components was restarted during the synchronization.

    1. Remember if you changed some configuration settings (connection to ServiceNow, connection to mirror DB, etc.) during the synchronization.

    2. If you really changed something please re-run your synchronization.

1.30. SM-9004 (Out of memory: SnowMirror run out of memory.)

SnowMirror run out of memory.

  • Solution 1/1:

    SnowMirror run out of memory. By default, it can utilize up to 2GB of memory.

    1. Increase the memory available to SnowMirror. Please follow a guide in the documentation.

    2. Restart SnowMirror.

    3. Re-run the synchronization.

1.31. SM-9005 (Synchronization: "Count Records" option is disabled. That means, the synchronization is not allowed to count records in ServiceNow. However, you use Fast Difference Delete Strategy and it requires the "Count Records" option to be enabled.)

"Count Records" option is disabled. That means, the synchronization is not allowed to count records in ServiceNow. However, you use Fast Difference Delete Strategy, and it requires the "Count Records" option to be enabled.
* *Solution 1/2:

+
"Count Records" option is disabled. That means, the synchronization is not allowed to count records in ServiceNow. However, you use Fast Difference Delete Strategy, and it requires the "Count Records" option to be enabled.

+
Enabled counting of records:

+
. Click arrow on "Edit Settings" and choose "Advanced Settings"
. Set "Count Records" to "Enabled" and click "Save".
. Re-run the synchronization.

+

  • Solution 2/2:

    "Count Records" option is disabled. That means, the synchronization is not allowed to count records in ServiceNow. However, you use Fast Difference Delete Strategy, and it requires the "Count Records" option to be enabled.

    Choose another delete strategy:

    1. Click "Edit Settings"

    2. Choose another "Delete Strategy". If you cannot use Audit, use Differential Delete Strategy.

    3. Re-run the synchronization.