Troubleshooting: CloudProfileManager.SetPropertyValues Error Saving Data to User Storage

Version Affected: 22.02+ (Full Cloud instances only)
 
 

Overview

When logging into a realm on a Full Cloud instance, after entering the user's credentials, the following error is displayed:

CloudProfileManager.SetPropertyValues: Error received when saving data to user storage, exception: Unexpected character encountered while parsing value: <. Path '', line 0, position 0.

Cause

The user has too many devices associated with their account. Looking up the user's account in a Help Desk realm will typically show a large number of devices associated with the user. 

Resolution

To resolve this:

1. On the realm's Workflow tab, decrease the max Device Fingerprinting (DFP) count allowed per user. This error can occur when the count is set to -1 (unlimited), which is not necessary in most environments; a smaller max count, such as 5 DFP devices per user, is typically sufficient.
2. Clear the excess devices associated with the user's account using the Help Desk realm.
3. Have the user log in 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.