Version affected: 19.07 and newer
After migrating to a new appliance that was stood up on 19.07 or newer, the following scenarios may occur:
- "Error Retrieving Contact Information" occurs when attempting to login to a realm.
- SMS and Voice will error out during the authentication process. The error displayed on the page will be "Unable to use selected registration method, please choose another method" and when hovering the cursor over the error, you will see "Exception: IDX10000: The parameter 'jwtEncodedString' cannot be a 'null' or an empty object."
The client certificate being used in the realms post-migration differs from what was originally pulled down with the new tenant that was created.
Within the Admin Console (Classic View) on affected realms, navigate to the System Info tab and scroll down to the SecureAuth Cloud Services section, click on "Client Cert Serial Nbr", select the other certificate available and save afterwards.
If you are noticing that some of the realms work and others do not, it is possible that you may have mismatched MFC.SecureAuth.License.dll files between realms. This can cause the appliance to throw the error for realms that do not match what the client certificate expects to use.
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.