Version Affected: [21.04+]
Description:
When attempting to remove a device via the Self-Service or Help Desk realm, a generic error is thrown:
"Error: An error occurred. Please try again or contact the system administrator."
Cause:
The user's Push Notification Token in the datastore has a duplicate value.
Resolution:
This was resolved in 21.04 HF 9 (EE-2639) and fixed in 22.02+ (OOTB).
However, if the issue is still occurring even with the correct hotfix or 22.02+, the IdP administrator can clear out the Push Notification Token attribute and have the affected user re-enroll. Afterwards, he or she will be able to remove the device via the Self-Service or Help Desk realm.
Note that you will still see the device after clearing out the Push Notification Token value, since the device still exists in mobile services. However, once the device has been removed, it will no longer show up and the error will not occur again.
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.
Comments
Please sign in to leave a comment.