Possible permission issue with Servicenow

I added the RCT setting ServiceNowInstanceURL and now I’m able to open devices/users in ServiceNow.

The issue is that we have two roles for permissions. The other role is for our Tech Support team. Their option for ServiceNow was still grayed out. I then edited their permission in RCT and added the ServiceNow checkbox.

After giving them permission, the option was no longer grayed out (which is great!), but when they click on it, they are getting the attached error that says “Length cannot be less than zero. Parameter name: length”. They have tried restarting the computer too.

Does anyone have any suggestions? I can’t figure out why it is working for one of our permission roles but not the other, especially after making sure they both have the ServiceNow permission checked.