Cannot Sign In to Now Learning. Cannot Create a Support Case or Use Lab or Simulator Virtual Agent
Article
KB0011842

Cannot Sign In to Now Learning. Cannot Create a Support Case or Use Lab or Simulator Virtual Agent

Article metadata.
This article was updated This article has 537 views.

Audience

All Learners

Not ServiceNow employees

Issue

You cannot Sign In (Log In,) therefore you are not able to:

  • Use the Lab or Simulator instance Virtual Agent.
  • Create a Now Learning support case (ticket) for assistance.
  • Do anything that requires you to be signed in for use.

Environment

Now Learning

Cause

The following may be a reason you cannot sign in to Now Learning:

  • Wrong username
  • Forgot password
  • other reasons covered in Single-Sign on (SSO) Support help

Resolution

  1. On Now Learning Sign in screen, select the Get instant help or open support ticket link. The SSO Support virtual agent displays.

    Refer to image below for link and SSO Support virtual agent.

    Image of Now Learning main Sign In screen After user selects Get instant help or open support ticket, under Need assistance heading

  2. Search for help using either of the following:
    • Select the Select Issue Category button.
    • Type an entry in the Please Type your request field.

      Image of main SSO Support virtual agent screen.

      Image of Now Learning main Sign In screen After user selects Get instant help or open support ticket, under Need assistance heading.


  3. Refer to the information below, depending on which search method you use.

 

Select Issue Category button (search method)

  • Make a selection from one of the topics or type an entry in the Start typing to filter the list of topics below field.

    Image of Now Learning SSO Support Category screen.
    NOTE: These selections are updated periodically and may display different for you.

    Image of NL SSO Support categories list. Scroll through the list to find your selection or type an entry in the field at the bottom

 

Please type your request field (search method)

  1. Type your entry in the Please type your request field. A list of results displays.
  2. Make additional selections from the results listed or select the Select Issue Category button if the results indicate this action.

 

Additional Resource:

For additional assistance specific to Multi-Factor Authentication (MFA) refer to ServiceNow ID Multi-Factor Authentication (MFA) setup.

Back to Top