BugZero | ServiceNow BugID PRB1927571 - Out-Of-Memory issues due to increased memory consu...

ServiceNow - Defect ID: PRB1927571

Out-Of-Memory issues due to increased memory consumption leading to multiple node restarts and service disruption

ServiceNow - Defect ID: PRB1927571

Out-Of-Memory issues due to increased memory consumption leading to multiple node restarts and service disruption

Last updated on May 6th, 2026

BugZero Risk Score
8.5 High

Overall: 8.5

Severity: 9.1

Community: 3.7

Lifecycle: 9.1

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Bug Details

Priority: Sev1
Article Views: 261
Affected Component: Miscellaneous
Views: 2

Description

In the latest Yokohama release, we’ve identified a change that can potentially affect system stability. This issue is related to how the platform handles user sessions and conversations. With the introduction of new AI-powered features like NowAssist, the amount of information being stored during interactions has grown significantly. The OOM issue caused by SessionManager is also present in the Xanadu releases and can be observed when the multiple-conversation feature is enabled with NowAssist. As a result, the system is now using more memory than expected to manage these interactions. In some cases, this can lead to performance issues or even cause the instance to become unresponsive.

Steps to Reproduce

Due to the nature of the issue, it is hard to reproduce the issue. But we’ve identified certain scenarios where it’s more likely to occur. Engaging in long-running conversations, especially those involving multiple searches and actions. Performing searches for knowledge articles or catalog items. Using features like topic discovery and executing topics within conversations.

Workaround

This issue has already been resolved in a later version of the platform. There is no temporary workaround available. Please review the Fixed In section to identify the version that includes the permanent fix. To avoid any potential disruptions, we strongly recommend upgrade your instances to the latest fixed version. Kindly reach out to ServiceNow Customer Support team if you need assistance or encounter any challenges FAQ: Q. Is there a permanent fix for this problem? A. Yes, a permanent fix is available starting in YP8 and ZP2 releases.

Related Problem

PRB1927571

Change history

2026-05-06 Added: Australia, Australia EA Hot Fix 1, Australia Patch 1, Australia Patch 1m - INTERNAL ONLY RELEASE - DO NOT USE OR TARGET, Australia Patch 2, Xanadu Patch 11 Hot Fix 3a, Yokohama Patch 10 Hot Fix 2a, Yokohama Patch 10 Hot Fix 2b, Yokohama Patch 11 Hot Fix 1, Yokohama Patch 11 Hot Fix 2, Yokohama Patch 12, Yokohama Patch 12 Hot Fix 1, Yokohama Patch 12 Hot Fix 1a, Yokohama Patch 12 Hot Fix 2, Yokohama Patch 13, Yokohama Patch 4, Yokohama Patch 7 Hot Fix 2a, Zurich Patch 4 Hot Fix 3b, Zurich Patch 4 Hot Fix 4b, Zurich Patch 4 Hot Fix 5, Zurich Patch 6, Zurich Patch 6 Hot Fix 1, Zurich Patch 6 Hot Fix 2, Zurich Patch 7 Hot Fix 1, Zurich Patch 7a, Zurich Patch 7m, Zurich Patch 8, Zurich Patch 8 Hot Fix 1, Zurich Patch 9

2026-05-06 Removed: Xanadu Patch 10 Hot Fix 1, Xanadu Patch 10 Hot Fix 1b, Xanadu Patch 11 Hot Fix 1, Yokohama Patch 10, Yokohama Patch 3 Hot Fix 5, Yokohama Patch 5 Hot Fix 1, Yokohama Patch 7 Hot Fix 2b, Yokohama Patch 7 Hot Fix 5, Yokohama Patch 7 Hot Fix 6, Yokohama Patch 8 Hot Fix 1, Yokohama Patch 9, Zurich Patch 3 Hot Fix 1, Zurich Patch 4 Hot Fix 1, Zurich Patch 4 Hot Fix 4

2026-02-02 Added: Xanadu Patch 11 Hot Fix 1, Xanadu Patch 11 Hot Fix 1a, Yokohama Patch 10, Yokohama Patch 10 Hot Fix 1, Yokohama Patch 10 Hot Fix 1a, Yokohama Patch 11, Yokohama Patch 7 Hot Fix 6, Zurich Patch 4, Zurich Patch 4 Hot Fix 1, Zurich Patch 4 Hot Fix 2, Zurich Patch 4 Hot Fix 3, Zurich Patch 4 Hot Fix 3a, Zurich Patch 4 Hot Fix 4, Zurich Patch 5

2026-02-02 Removed: Xanadu Patch 9a, Xanadu Patch 9a Hot Fix 1, Yokohama Patch 2 Hot Fix 2, Yokohama Patch 4, Yokohama Patch 4b, Yokohama Patch 6 Hot Fix 1, Yokohama Patch 7 Hot Fix 2a, Yokohama Patch 7 Hot Fix 3, Yokohama Patch 7 Hot Fix 4, Yokohama Patch 9 Hot Fix 2, Zurich Patch 2 Hot Fix 2, Zurich Patch 2 Hot Fix 3

2025-12-04 Added: Yokohama Patch 2 Hot Fix 2, Yokohama Patch 7 Hot Fix 5

2025-11-28 Added: Xanadu Patch 10 Hot Fix 1, Xanadu Patch 10 Hot Fix 1a, Xanadu Patch 10 Hot Fix 1b, Yokohama Patch 9 Hot Fix 2

2025-11-28 Removed: Yokohama Patch 2 Hot Fix 2

2025-11-24 Added: Xanadu Patch 9a, Xanadu Patch 9a Hot Fix 1, Xanadu Patch 9b, Yokohama Patch 7 Hot Fix 2, Yokohama Patch 7 Hot Fix 2a, Yokohama Patch 7 Hot Fix 2b, Yokohama Patch 7 Hot Fix 3, Yokohama Patch 7 Hot Fix 4, Yokohama Patch 8, Yokohama Patch 8 Hot Fix 1, Yokohama Patch 8 Hot Fix 2, Yokohama Patch 9, Zurich Patch 2, Zurich Patch 2 Hot Fix 1, Zurich Patch 2 Hot Fix 2, Zurich Patch 2 Hot Fix 3, Zurich Patch 3, Zurich Patch 3 Hot Fix 1, Zurich Patch 3 Hot Fix 2

2025-11-24 Removed: Yokohama EA Hot Fix 1, Yokohama Patch 1a, Yokohama Patch 1b, Yokohama Patch 1b Hot Fix 1, Yokohama Patch 2 Hot Fix 1, Yokohama Patch 2 Hot Fix 3 , Yokohama Patch 3 Hot Fix 1, Yokohama Patch 3 Hot Fix 3, Yokohama Patch 3 Hot Fix 4, Yokohama Patch 4 Hot Fix 1, Yokohama Patch 4 Hot Fix 2, Yokohama Patch 5 Hot Fix 2, Yokohama Patch 5 Hot Fix 3, Yokohama Patch 5 Hot Fix 4, Zurich Patch 1

2025-11-18 Removed: Yokohama Patch 1a

2025-11-18 Added: Yokohama EA Hot Fix 1, Yokohama Patch 1a, Yokohama Patch 1b, Yokohama Patch 1b Hot Fix 1, Yokohama Patch 2 Hot Fix 1, Yokohama Patch 2 Hot Fix 3 , Yokohama Patch 3 Hot Fix 1, Yokohama Patch 3 Hot Fix 3, Yokohama Patch 3 Hot Fix 4, Yokohama Patch 4 Hot Fix 1, Yokohama Patch 4 Hot Fix 2, Yokohama Patch 5 Hot Fix 2, Yokohama Patch 5 Hot Fix 3, Yokohama Patch 5 Hot Fix 4, Zurich Patch 1

2025-11-18 Removed: Xanadu Patch 9a, Xanadu Patch 9a Hot Fix 1, Xanadu Patch 9b, Yokohama Patch 7 Hot Fix 2, Yokohama Patch 7 Hot Fix 2a, Yokohama Patch 7 Hot Fix 3, Yokohama Patch 7 Hot Fix 4, Yokohama Patch 8, Yokohama Patch 8 Hot Fix 1, Yokohama Patch 8 Hot Fix 2, Yokohama Patch 9, Zurich Patch 2, Zurich Patch 2 Hot Fix 1, Zurich Patch 2 Hot Fix 2, Zurich Patch 3, Zurich Patch 3 Hot Fix 1

2025-11-17 Added: Yokohama Patch 8 Hot Fix 2, Yokohama Patch 9, Zurich Patch 2 Hot Fix 1, Zurich Patch 2 Hot Fix 2, Zurich Patch 3 Hot Fix 1

2025-11-17 Removed: Yokohama, Yokohama Patch 5 Hot Fix 4

2025-11-04 Added: Xanadu Patch 9a, Xanadu Patch 9a Hot Fix 1, Xanadu Patch 9b, Yokohama, Yokohama Patch 1, Yokohama Patch 1a, Yokohama Patch 2, Yokohama Patch 2 Hot Fix 2, Yokohama Patch 3, Yokohama Patch 3 Hot Fix 2, Yokohama Patch 3 Hot Fix 5, Yokohama Patch 4, Yokohama Patch 4a, Yokohama Patch 4b, Yokohama Patch 5, Yokohama Patch 5 Hot Fix 1, Yokohama Patch 5 Hot Fix 4, Yokohama Patch 6, Yokohama Patch 6 Hot Fix 1, Yokohama Patch 6 Hot Fix 2, Yokohama Patch 7, Yokohama Patch 7 Hot Fix 2, Yokohama Patch 7 Hot Fix 2a, Yokohama Patch 7 Hot Fix 3, Yokohama Patch 7 Hot Fix 4, Yokohama Patch 8, Yokohama Patch 8 Hot Fix 1, Zurich Patch 2, Zurich Patch 3

Relevant Products

Click on a version to see all relevant bugs

Affected versions:Australia, Australia EA Hot Fix 1, Australia Patch 1, Australia Patch 1m - INTERNAL ONLY RELEASE - DO NOT USE OR TARGET, Australia Patch 2, Xanadu Patch 10 Hot Fix 1a, Xanadu Patch 11 Hot Fix 1a, Xanadu Patch 11 Hot Fix 3a, Xanadu Patch 9b, Yokohama Patch 1, Yokohama Patch 10 Hot Fix 1, Yokohama Patch 10 Hot Fix 1a, Yokohama Patch 10 Hot Fix 2a, Yokohama Patch 10 Hot Fix 2b, Yokohama Patch 11, Yokohama Patch 11 Hot Fix 1, Yokohama Patch 11 Hot Fix 2, Yokohama Patch 12, Yokohama Patch 12 Hot Fix 1, Yokohama Patch 12 Hot Fix 1a, Yokohama Patch 12 Hot Fix 2, Yokohama Patch 13, Yokohama Patch 2, Yokohama Patch 3, Yokohama Patch 3 Hot Fix 2, Yokohama Patch 4, Yokohama Patch 4a, Yokohama Patch 5, Yokohama Patch 6, Yokohama Patch 6 Hot Fix 2, Yokohama Patch 7, Yokohama Patch 7 Hot Fix 2, Yokohama Patch 7 Hot Fix 2a, Yokohama Patch 8, Yokohama Patch 8 Hot Fix 2, Zurich Patch 2, Zurich Patch 2 Hot Fix 1, Zurich Patch 3, Zurich Patch 3 Hot Fix 2, Zurich Patch 4, Zurich Patch 4 Hot Fix 2, Zurich Patch 4 Hot Fix 3, Zurich Patch 4 Hot Fix 3a, Zurich Patch 4 Hot Fix 3b, Zurich Patch 4 Hot Fix 4b, Zurich Patch 4 Hot Fix 5, Zurich Patch 5, Zurich Patch 6, Zurich Patch 6 Hot Fix 1, Zurich Patch 6 Hot Fix 2, Zurich Patch 7 Hot Fix 1, Zurich Patch 7a, Zurich Patch 7m, Zurich Patch 8, Zurich Patch 8 Hot Fix 1, Zurich Patch 9

Fixed versions: No known fixed versions

Relevant Products

Click on a version to see all relevant bugs

Fixed versions: No known fixed versions

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8.5Defect ID: PRB1927571
Out-Of-Memory issues due to increased memory consumption leading to multiple node restarts and service disruption

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ServiceNow - Defect ID: PRB1927571

Out-Of-Memory issues due to increased memory consumption leading to multiple node restarts and service disruption

ServiceNow - Defect ID: PRB1927571

Out-Of-Memory issues due to increased memory consumption leading to multiple node restarts and service disruption

Last updated on May 6th, 2026

BugZero Risk Score8.5 High

Bug Details

Description

Steps to Reproduce

Workaround

Related Problem

Top ServiceNow Defects

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BugZero Risk Score
8.5 High