Version Affected: 19.07.01 and later
Overview
After browsing to a realm in the Classic Experience, the realm no longer appears in the Admin Console, even though it's still visible in the New Experience. The realm's Internet Information Services (IIS) site and its directory under D:\SecureAuth still exist, the web.config file is still present, and decrypting or updating the web.config does not resolve the issue.
Cause
The realm's web.config file is malformed, usually as the result of a recent manual edit.
Resolution:
To resolve this:
- Try navigating directly to the realm (for example, https://<FQDN>/SecureAuth7). If the web.config is malformed, this fails with an error such as 500 - Internal Server Error, and the IIS logs show a specific status code such as 500.19.
- Open the problematic web.config in a text editor. If it's still in a decrypted state, paste its contents into an XML validator, such as codebeautify.org's XML/URL decoder.
- Review the validator's output. It identifies the exact line or lines where the XML is malformed.
- Correct the identified section, save the web.config, and try navigating to the realm again.
Special Considerations
Don't copy a working realm's web.config over the problematic one just to test. New Experience realms keep part of their configuration in the cloud, and swapping in a different realm's web.config locally will conflict with that cloud-side configuration and cause further problems.
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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