Common Errors

Last Updated: September 28, 2026
Estimated Reading Time: 6 minutes

Overview

This page lists common cmdbx errors, their causes, and what to do. For connection and sync problems, see the dedicated guides:

• Connection Issues
• Sync Problems

Access Errors

"401 Unauthorized" or "Session expired"

Your session ended. cmdbx ends a session after a period of inactivity and after a maximum session age.

1. Sign in again.
2. If you signed in with a magic link, request a new link. Each link works one time only.

"403 Forbidden" or an action is not available

Your role does not allow the action. For example, members and viewers can read data, but they cannot change settings or write to ServiceNow.

1. Find your role in Settings > Team, or ask your administrator.
2. Ask a tenant owner or administrator to change your role if you need the action.

See User Management for the role matrix.

"Unable to access this tenant"

Your account does not have access to the tenant in the URL. Ask your administrator to invite you or to check your access.

Sync and Connection Errors

Health Score Errors

A CI has no health score

Possible causes:

• The CI synced after the last health calculation.
• The class of the CI is not scored.

What to do:

1. Go to CMDB > CI Health.
2. Click Recalculate Health.
3. Select Current Page or All CIs.

The health score seems wrong

1. Compare the CI data in cmdbx with ServiceNow.
2. Review the health breakdown of the CI.
3. See Health Score Questions.

CSDM and Service Modeling Errors

"CSDM validation failed"

The service model does not follow a supported CSDM 5 pattern.

1. Go to CSDM > Validator.
2. Open the service.
3. Read the failed rules and the recommendations.
4. Fix the model in ServiceNow or in the CSDM Workbench.

"Invalid relationship" or "Connection blocked" in the CSDM Workbench

The CSDM Workbench blocks relationships that CSDM 5 does not support between the two component types. Connect the component to a valid parent or supporting CI. See CSDM Workbench.

"Cannot write to ServiceNow"

Write-back needs separate write credentials and the correct permissions.

1. Go to Settings > ServiceNow.
2. Open the write access configuration.
3. Click Test Write Connection.
4. If the test fails, give the write service account the roles that your approved workflows need. See ServiceNow Setup.

A direct fix failed

cmdbx writes a direct fix only when ServiceNow still holds the value that cmdbx last synced. If another person changed the value in ServiceNow, cmdbx keeps their change and the row fails. Run a sync, and then review the issue again. See Remediation.

Dependency Map Errors

The map is slow or does not show all CIs

Large maps show a subset of the topology.

1. Search for a CI and use Focus mode.
2. Filter by CI class or environment.
3. Reduce the depth.

"Return to live topology first"

Blast Radius, Exposure Analysis, and Focus mode use the current CMDB mirror. Click Return to live topology to leave the historical view of Time Machine.

A Blast Radius result shows Low confidence

The evidence is stale or incomplete. Examine the limitations in the side panel. Run a sync, and then run the simulation again. See Blast Radius Simulator.

AI Errors

"AI analysis failed"

1. Try again. The AI provider can be temporarily unavailable.
2. Ask a tenant administrator to test the provider in Settings > AI Analysis.

Usage limit reached

Your tenant reached its AI usage limit for the period. Settings > AI Analysis shows the current usage. Contact [email protected] to discuss your limits.

How to Get Help

The Error Is Not Listed

Send these details to [email protected]:

1. The exact error message.
2. The page and the action that you tried.
3. The environment and the time of the error.
4. A screenshot, without secrets.

Support is available during business hours, Monday to Friday, excluding public holidays. See the Support page for response targets.

Related Articles

• Connection Issues
• Sync Problems
• Health Score Questions
• FAQ