Common Error Messages

Last Updated: January 7, 2026 Estimated Reading Time: 9 minutes

Overview

This reference guide provides quick solutions for common error messages you may encounter in cmdbx. Errors are organized by category for easy lookup.

Authentication & Access Errors

"401 Unauthorized"

Meaning: Your credentials are invalid or expired

Where It Appears: Connection test, sync failures, login

Solutions:

  1. Check Username/Password:

    • Verify credentials are correct
    • Try logging into ServiceNow directly with same credentials
    • Update credentials in cmdbx if changed

  2. Check Account Status:

    • Ensure account is active in ServiceNow
    • Verify account not locked
    • Check if password expired

  3. OAuth Token Expired:

    • Navigate to Settings > Connection
    • Click Refresh Token
    • If fails, regenerate OAuth credentials

See Connection Issues for detailed troubleshooting.

"403 Forbidden"

Meaning: You don't have permission to access this resource

Where It Appears: Connection test, API calls, feature access

Solutions:

  1. Missing ServiceNow Roles:

    • Service account needs itil and cmdb_read roles minimum
    • For write access: also need cmdb_write and cmdb_admin
    • Assign roles in ServiceNow: User Administration → Users

  2. Missing cmdbx Permissions:

    • User may not have right cmdbx role
    • Contact admin to upgrade role
    • Check: Profile → Settings → Role

  3. IP Whitelist Blocking:

    • cmdbx IPs may be blocked by firewall
    • Add cmdbx IPs to allowlist
    • Contact network team

"Session expired"

Meaning: Your login session has timed out

Where It Appears: When trying to use cmdbx after inactivity

Solutions:

  1. Re-login:

    • Click anywhere to trigger login prompt
    • Enter credentials
    • Continue working

  2. Extend Session Timeout (Admin only):

    • Settings > Team → Session Settings
    • Increase Session Timeout: Default 8 hours
    • Increase Inactivity Timeout: Default 30 minutes

  3. Use "Remember Me":

    • Check "Remember me" at login
    • Session persists for 30 days

"MFA required"

Meaning: Multi-factor authentication is required but not configured

Where It Appears: Login, after password reset

Solutions:

  1. Set Up MFA:

    • Follow on-screen instructions
    • Scan QR code with authenticator app
    • Enter verification code
    • Save backup codes

  2. MFA Device Lost:

    • Click "Use backup code"
    • Enter one of your backup codes
    • Set up new MFA device
    • Contact admin if no backup codes

  3. Disable MFA (Not Recommended):

    • Settings > Team → Authentication
    • Can only disable for non-admin roles
    • Admin role always requires MFA

Connection & Network Errors

"Connection timeout"

Meaning: Cannot reach ServiceNow instance within timeout period

Where It Appears: Connection test, sync initialization

Solutions:

  1. Check ServiceNow Instance Status:

    • Visit https://status.servicenow.com
    • Verify your instance is operational
    • Wait if maintenance in progress

  2. Check Firewall:

    • Verify firewall not blocking cmdbx
    • Whitelist cmdbx IPs: 52.87.143.22, 54.165.201.89, 34.201.45.123
    • Contact network team

  3. Check Proxy Settings:

    • If using proxy: Settings > Connection → Advanced
    • Enable Use Proxy
    • Enter correct proxy details

  4. Instance Hibernated (Dev instances):

    • Log into ServiceNow UI to wake instance
    • Wait 2-3 minutes
    • Retry connection

"SSL certificate error"

Meaning: SSL certificate validation failed

Where It Appears: Connection test, API calls

Solutions:

  1. Self-Signed Certificate:

    • Settings > Connection → Advanced
    • Enable Allow Self-Signed Certificates (dev only)
    • Not recommended for production

  2. Expired Certificate:

    • Check ServiceNow certificate expiration
    • Renew certificate in ServiceNow
    • Retry connection

  3. Certificate Hostname Mismatch:

    • Ensure ServiceNow URL matches certificate
    • Use correct instance URL
    • Do not trailing slashes or paths

"DNS resolution failed"

Meaning: Cannot resolve ServiceNow instance hostname

Where It Appears: Connection test, sync

Solutions:

  1. Check Instance URL:

    • Verify URL is correct
    • Format: https://instance.service-now.com
    • Do not typos in instance name

  2. DNS Issues:

    • Try accessing ServiceNow URL in browser
    • If fails, DNS or network issue
    • Contact network team

  3. Instance Deleted/Moved:

    • Verify instance still exists
    • Check if instance URL changed
    • Update in cmdbx if changed

Sync Errors

"Sync failed: Rate limit exceeded"

Meaning: ServiceNow API rate limit reached

Where It Appears: Sync logs, during sync execution

Solutions:

  1. Reduce API Call Rate:

    • Settings > Sync Config → Advanced
    • Reduce Max Requests/Second: From 10 to 5
    • Reduce Parallel Threads: From 5 to 3

  2. Switch to Incremental Sync:

    • Use incremental sync for daily syncs
    • Reserve full sync for weekly/monthly

  3. Schedule During Off-Peak:

    • Move sync to early morning hours
    • Avoid peak ServiceNow usage times

  4. Request Higher Quota:

    • Contact ServiceNow admin
    • Request increased API rate limit

See Sync Problems for detailed troubleshooting.

"Sync failed: Insufficient permissions"

Meaning: Service account lacks permission to access CMDB tables

Where It Appears: Sync logs, specific CI class sync failures

Solutions:

  1. Assign Required Roles:

    • Service account needs itil and cmdb_read
    • In ServiceNow: User Administration → Users
    • Add roles and save

  2. Check Table ACLs:

    • System Security → Access Control (ACL)
    • Search for CMDB tables
    • Verify service account roles grant access

  3. Custom CI Classes:

    • Custom tables may have different ACLs
    • Grant specific access to custom tables
    • Or inherit from standard CMDB ACLs

"Sync failed: Invalid query"

Meaning: Sync filter query is malformed

Where It Appears: Sync logs, when using custom filters

Solutions:

  1. Check Filter Syntax:

    • Settings > Sync Config → Data Scope → Filters
    • Review custom filters
    • Use ServiceNow encoded query builder to validate

  2. Test Query in ServiceNow:

    • Navigate to CMDB table in ServiceNow
    • Apply same filter
    • If fails, fix query syntax

  3. Remove Custom Filter:

    • Temporarily remove custom filter
    • Test sync
    • If succeeds, issue was filter syntax

"CI not found"

Meaning: Referenced CI doesn't exist or isn't synced

Where It Appears: Relationship sync, blast radius, CSDM validation

Solutions:

  1. Expand Sync Scope:

    • Referenced CI may not be included in sync
    • Settings > Sync Config → Data Scope
    • Add missing CI classes

  2. CI Deleted in ServiceNow:

    • Relationship references deleted CI
    • Remove stale relationship in ServiceNow
    • Resync

  3. Sync Order Issue:

    • Relationships synced before CIs
    • Run full sync to correct order
    • Usually auto-resolves after sync completion

Health Score Errors

"Health calculation failed"

Meaning: Error during health score calculation

Where It Appears: After sync, during manual recalculation

Solutions:

  1. Retry Calculation:

    • CI Health Workspace
    • Click Recalculate All Health Scores
    • Monitor for errors

  2. Check Logs:

    • Settings > Sync Status → Health Calculation
    • Review specific errors
    • Address root causes

  3. Corrupt Data:

    • Specific CI may have invalid data
    • Review CI in ServiceNow
    • Fix data quality issues

"N/A" Health Score

Meaning: Health score not calculated or not applicable

Where It Appears: CI Health Workspace, CI details

Solutions:

  1. Wait for Next Sync:

    • Health calculated during sync
    • Wait for next scheduled sync
    • Or run manual sync

  2. Force Recalculation:

    • CI Health Workspace
    • Select CI or "All CIs"
    • Click Recalculate

  3. CI Class Not Supported:

    • Some CI classes don't support health scoring
    • Check if CI class is scoreable
    • Accept N/A for unsupported classes

See Health Score Questions for detailed troubleshooting.

CSDM & Service Modeling Errors

"CSDM validation failed"

Meaning: Service structure violates CSDM rules

Where It Appears: CSDM Workbench, compliance reports

Solutions:

  1. Review Violations:

    • CSDM Workbench → Validate
    • Read specific violation messages
    • Each violation includes recommended fix

  2. Use CSDM Wizard:

    • CSDM Workbench → CSDM Wizard
    • Automatically fixes common violations
    • Review changes before applying

  3. Manual Fix:

    • Follow CSDM rules:
      • Business Service → Contains → Application Service
      • Application Service → Runs On → Infrastructure
      • Do not direct Business Service → Infrastructure
    • See CSDM Compliance Guide

"Circular dependency detected"

Meaning: Service depends on itself through relationship chain

Where It Appears: CSDM validation, blast radius, graph explorer

Solutions:

  1. Identify Cycle:

    • Use Dependency Map with circular dependency highlighting
    • Trace dependency chain: A → B → C → A
    • Identify which relationship is incorrect

  2. Remove Invalid Relationship:

    • Delete relationship causing cycle
    • In ServiceNow or CSDM Workbench
    • Re-validate

  3. Restructure:

    • If all relationships seem valid, restructure service
    • May need to introduce intermediate layer
    • Ensure unidirectional dependency flow

"Cannot write to ServiceNow"

Meaning: Write operation to ServiceNow failed

Where It Appears: CSDM Workbench save, AI remediation write-back

Solutions:

  1. Check Write Permissions:

    • Service account needs cmdb_write and cmdb_admin roles
    • Assign in ServiceNow: User Administration → Users

  2. Check Connection Mode:

    • Settings > Connection
    • Verify Access Level: Read-Write (not Read-Only)
    • Enable write access if needed

  3. ServiceNow Field Validation:

    • Field may have validation rules in ServiceNow
    • Check ServiceNow UI for required fields
    • Fill all required fields before writing

  4. Business Rules Blocking:

    • ServiceNow business rules may reject changes
    • Review ServiceNow business rule errors
    • Adjust data to meet requirements

Dependency Map Errors

"Graph rendering failed"

Meaning: Cannot render graph visualization

Where It Appears: Dependency Map, blast radius

Solutions:

  1. Too Many Nodes:

    • Graph may have 10,000+ nodes
    • Apply filters to reduce node count
    • Filter by CI class, environment, or health

  2. Browser Memory Issue:

    • Close other browser tabs
    • Refresh page
    • Use Chrome/Edge (best performance)

  3. Clear Browser Cache:

    • Clear browser cache and cookies
    • Refresh page
    • Retry rendering

"Layout calculation timeout"

Meaning: Graph layout calculation took too long

Where It Appears: Dependency Map when changing layouts

Solutions:

  1. Reduce Graph Size:

    • Apply filters to reduce nodes
    • Focus on specific service or CI class

  2. Use Simpler Layout:

    • Grid layout is fastest
    • Force-directed can be slow for large graphs
    • Switch layout and retry

  3. Increase Timeout (Admin):

    • Settings → Graph Settings
    • Increase Layout Timeout: Default 60 seconds
    • Set to 120 seconds

AI Assistant Errors

"AI analysis failed"

Meaning: AI cannot process request

Where It Appears: AI Assistant, AI Remediation

Solutions:

  1. Rephrase Question:

    • Be more specific
    • Include CI names or IDs
    • Break complex questions into simpler parts

  2. Check Data Availability:

    • AI needs synced CMDB data
    • Ensure sync completed successfully
    • Retry after sync

  3. Retry Request:

    • Temporary AI service issue
    • Click "Retry"
    • If persists, contact support

"Rate limit exceeded"

Meaning: Too many AI requests in short period

Where It Appears: AI Assistant, AI Remediation

Solutions:

  1. Wait and Retry:

    • Rate limit: 10 requests per minute
    • Wait 60 seconds
    • Retry request

  2. Upgrade Tier:

    • Business and Enterprise plans support higher throughput profiles
    • MSP engagements are sized commercially for portfolio workloads
    • Upgrade for higher limits

Data Export Errors

"Export failed"

Meaning: Cannot export data to CSV/JSON

Where It Appears: CI Health Workspace, reports

Solutions:

  1. Check Permissions:

    • Analyst/Manager/Admin roles can export
    • Viewers cannot export
    • Contact admin to upgrade role

  2. Reduce Export Size:

    • Exporting 50,000+ rows may timeout
    • Apply filters to reduce size
    • Export in smaller batches

  3. Check Browser Settings:

    • Allow pop-ups from cmdbx
    • Check download folder permissions
    • Disable download blockers

"Export limit reached"

Meaning: Monthly export quota exceeded

Where It Appears: Export dialog

Solutions:

  1. Wait for Reset:

    • Export quota resets monthly
    • Check quota: Profile → Usage

  2. Upgrade Tier:

    • Professional: entry-level export limits
    • Business: higher monthly export allowance
    • Enterprise/MSP: expanded export capacity by agreement

  3. Use API (Alternative):

    • API exports don't count toward quota
    • Use cmdbx API for automated exports

Getting Help

Error Not Listed?

If your error isn't covered here:

  1. Search Documentation:

    • Use search bar in documentation
    • Check specific feature documentation

  2. Check Status Page:

    • Visit https://status.cmdbx.com
    • Verify no ongoing incidents

  3. Contact Support:

    • Email: [email protected]
    • Include:
      • Exact error message
      • Screenshot if possible
      • Steps to reproduce
      • Tenant ID and environment

Response Times

Support Response:

  • Professional: 48 hours
  • Business: 24 hours
  • Enterprise: 4 hours
  • MSP: Custom

Critical Issues (production down):

  • Enterprise: 1 hour response
  • MSP: handled per commercial support agreement
  • All tiers: Escalate via status page

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Need Help?

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