‘Error Retrieving Contact Information’ after attempting to login to a Dual Datastore New Experience Realm

    Applies to:
  • SecureAuth Identity Platform
Deployment model:
  • Hybrid
  • Version Affected:  22.02 HF2+ 


    After migrating a Classic Dual Datastore Realm to New Experience the login process can fail with the following error - ‘Error Retrieving Contact Information’
    Error logs will display a message similar to the below (below error was taken from a New Experience Realm using Active Directory (for Authentication) and SQL (for Profile data)

    Message="OnStateChanged.SetProfileAccessHistories - Exception: The profile provider was not found 'SqlProfileProvider' (D:\SecureAuth\SecureAuth11\web.config line 1034)"



    The Migration process leaves behind erroneous data within the web.config file for the migrated Realm.
    New Experience is not expecting this data within the web.config and therefore it throws an error when it encounters it



    *** Before continuing ensure you have a Backup of the current web.config file ***

    Decrypt the web.config file and run through the Realm login process again, this time the error message seen in the log files will hold the correct line number for you to investigate, in our example that line number was 1034 in the decrypted web.config
    Looking at line 1034 we can see the old ProfileProvider reference against the various Properties, see the example below

    <add name="AuxID1" provider="SqlProfileProvider" />
    <add name="AuxID2" provider="SqlProfileProvider" />

    Remove the following text ONLY


    Leaving you with the below

    <add name="AuxID1" />
    <add name="AuxID2" />


    Save the web.config
    Attempting to log in to the Realm again should now succeed




    SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

    Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.

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