Troubleshooting: Upgrading to 24.4.3 or Later Breaks Custom Themes

Version Affected: 24.4.3+
 
 

Overview

After upgrading SecureAuth Identity Platform to 24.4.3 or later, a realm using a Custom Theme may fail to load and display an error instead. The exact error shown depends on the realm's type and flow -- for example:

Cause

Upgrading to 24.4.3+ updates server DLLs with new functionality that relies on an entry in the files used by Themes. Out-of-the-box Themes are updated automatically during the upgrade to include this entry. Custom Themes are not updated automatically, so they don't yet have it -- this is intentional, to avoid the upgrade process overwriting any custom changes already made to the Theme.

Resolution:

To confirm a Custom Theme is the cause, change the affected realm to an out-of-the-box Theme, such as 2019 or SAIdP. If the realm now loads as expected, follow these steps against the Custom Theme:

1. Open the Custom Theme's folder and open SecureAuthSAIdP.Master in a text editor.
2. Within the file's <head> section, between the <link id="csslink"...> tag and the <asp:ContentPlaceHolder> tag, add the following lines:

<!--Client Side Timeout -->
<meta id="metaRefresh" runat="server" />

The result should look similar to the following:

<link id="csslink" runat="server" rel="Stylesheet" type="text/css" />

<!--Client Side Timeout -->
<meta id="metaRefresh" runat="server" />

<asp:ContentPlaceHolder ID="head" runat="server">
</asp:ContentPlaceHolder>
</head>

3. Save the file and reload the realm to confirm the issue is resolved.

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.