Objective:


To explain a possible reason why classification data is fetched successfully from the Policy Server, but classification labels do not appear in Outlook or other Office applications, and how to resolve the issue.



Symptoms:

  • Classification data is retrieved from the Policy Server without errors.
  • Classification labels are missing in Outlook and other Office apps.
  • Desktop Client logs show the following error in (explorer.exe)_contextmenu.log:
Error: StreamFactoryImpl.cpp(41) | Bad path syntax: 
C:\Users\<user name>\AppData\Roaming\Seclore\FileSecure\Desktop Client\Classification\ClassificationLabels\ Production PolicyServer (6935b6027eea15b8c915c7e4d65aa4d46e2561ed).cache




Observation:


The error message suggests that the cache file name contains an extra tab character. However, upon verification, the cache file exists in the following location without any extra tab characters:


C:\Users\<user name>\AppData\Roaming\Seclore\FileSecure\Desktop Client\Classification\ClassificationLabels

This indicates that the issue is not with the cache file itself but with the registry configuration.




Root Cause:

  • The registry key:
Computer\HKEY_CURRENT_USER\Software\Seclore\FileSecure\Desktop Client

            contains a value named PrimaryServerID with an extra tab character.

  • This malformed registry value causes the Desktop Client to generate an invalid path during classification label resolution, resulting in the error.



Resolution Steps:

  1. Open Registry Editor (regedit).
  2. Navigate to:
    HKEY_CURRENT_USER\Software\Seclore\FileSecure\Desktop Client
  3. Locate the key PrimaryServerID.
  4. Remove any extra tab or whitespace characters from the value.
  5. Perform a repair installation of the Seclore Desktop Client.
  6. Restart the system (if required).
  7. Verify that classification labels now appear in Outlook and Office applications.



Additional Notes:

  • Always back up the registry before making changes.
  • This issue occurs due to malformed registry data, not due to cache corruption.
  • After fixing the registry and repairing the installation, the Desktop Client will correctly resolve classification labels.