Splunk Add-on for ServiceNow : Configuration page not loading due to connection Errors

Applicability

Splunk Cloud Splunk Apps and Add-ons Splunk Enterprise

Description

Error loading the configuration screen of Splunk Add-on for ServiceNow after adding new account

Investigation

We found that after adding new account to the ServiceNow add-on Configuration page stopped working due to corrupted passwords.conf file in backend.

Error Message:

 

While investigating using below SPL:

SPL : 

index=_internal *ta_snow* log_level=Error

We found below Error logs,

Error:

01-23-2024 06:59:08.018 +0000 ERROR AdminManagerExternal [2167195 TcpChannelThread] - Unexpected error "<class 'splunktaucclib.rest_handler.error.RestError'>" from python handler: "REST Error [500]: Internal Server Error -- Traceback (most recent call last):\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/splunktaucclib/rest_handler/handler.py", line 124, in wrapper\n for name, data, acl in meth(self, *args, **kwargs):\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/splunktaucclib/rest_handler/handler.py", line 345, in _format_all_response\n self._encrypt_raw_credentials(cont["entry"])\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/splunktaucclib/rest_handler/handler.py", line 375, in _encrypt_raw_credentials\n change_list = rest_credentials.decrypt_all(data)\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/splunktaucclib/rest_handler/credentials.py", line 298, in decrypt_all\n all_passwords = credential_manager.get_clear_passwords_in_realm()\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/solnlib/credentials.py", line 267, in get_clear_passwords_in_realm\n return self._get_clear_passwords(raw_passwords)\n File "/opt/splunk/etc/apps/Splunk_TA_snow/lib/solnlib/credentials.py", line 324, in _get_clear_passwords\n clear_password += field_clear[index]\nTypeError: can only concatenate str (not "NoneType") to str\n". See splunkd.log/python.log for more details.

Error message describes that passwords.conf of Add-on is corrupted and as result it is preventing UI page to load.

Resolution

Make fresh installation of app to resolve this issue.

Revision History

Revision	Publish Date	Comments
1.0	29-Sep-2026	Initial Release