Issue Description:
Users encountering the error "User authentication failed (-10010)" while signing into the Seclore Desktop Client (DC). Below are the DC logs with the following error messages:
INTERR : FSDCPSAPIUtil.cpp(502) | Unable to get Main ps url
INTERR : FSDCPSAPIUtil.cpp(471) | Unable to get ps primary url serverinfo.
ERROR : OAuthAuthentication.cpp(778) | Error while creating Main Server config
INFO : FSDCInterfaceLibExt.cpp(1264) | AuthExternalUser returned code : -10010
Root Cause:
The error occurs when the Desktop Client (DC) fails to retrieve the Primary Server (PS) URL, leading to an authentication failure. The 'preferences.xml' file located at "C:\ProgramData\Seclore\FileSecure\Desktop Client\Logged_in_user\Preferences" contained an outdated Policy Server Name and ID, causing the issue.
Solution:
To resolve this issue, follow these troubleshooting steps:
- Delete User Preference Files:
- Navigate to the following directories and delete the Preferences folder:
- C:\ProgramData\Seclore\FileSecure\Desktop Client\%username%\Preferences
- C:\ProgramData\Seclore\FileSecure\Desktop Client\Preferences
- This step resets the user's preferences and forces the Desktop Client to fetch fresh configuration details.
- Terminate the FSDCTray Process:
- Open Task Manager (Ctrl + Shift + Esc).
- Locate the FSDCTray process under the Processes tab.
- Right-click and select End Task to terminate it.
- Restart and Reattempt Sign-in:
- Relaunch the Seclore Desktop Client.
- Sign in again and verify if the issue is resolved.
Outcome:
After performing the above steps, the user should be able to successfully authenticate and access protected files in the Seclore Desktop Client.
Need more help?
Contact Seclore Support
support@seclore.com