Purpose


This knowledge base explains an issue where users are unable to sign in to the Seclore Desktop Client (DC) and receive the error:
Primary Policy Server is not configured for user


Log analysis may reveal a different underlying cause. This KB outlines how to diagnose the issue using extra logging and identifies the most common root causes.


Symptoms

  • User attempts to sign in to Desktop Client

  • Sign‑in fails immediately

  • Error message displayed:

    Primary Policy Server is not configured for user
  • Desktop Client logs show the following error:

    ErrorCode : -105092 : Invalid response from Policy Server.
Policy Server you are connecting may not be supporting the version
of Desktop Client you are using.



Problem Description


In multiple cases, this error occurs when:

  • Desktop Client receives an unexpected or malformed response from the Policy Server
  • The response content is altered before reaching the client
  • Desktop Client fails to parse the response and treats it as an invalid Policy Server reply

Because standard logs do not show the raw response details, deeper analysis is required.




Resolution


To diagnose this issue, extra Desktop Client logging must be enabled to capture detailed request and response data exchanged with the Policy Server.


Enable Extra Logging

Follow the KB below to enable enhanced logging on the Desktop Client:

KB: Helpdesk : Seclore  Enabling Extra Logging on Seclore Desktop Client (DC) 

This KB explains how to:

  • Replace the Desktop Client tray binary with an enhanced logging build
  • Run a repair installation to activate additional logs


Analyse Logs

Review the FSDCTray logs generated during sign‑in failure and identify the type of invalid response returned by the Policy Server.



Common Root Causes Observed in similar cases:


Based on analysis of enhanced Desktop Client logs, common causes include:

1. Web Application Firewall (WAF) Blocking or Modifying Responses (Case 105430)

Indicators in logs:

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  •  After using AI to decode the response, we get the following:
  • The requested URL was rejected. Please consult with your administrator.<br><br>
Your support ID is: 1754162347279223082<br><br>


2. Custom Component Configuration on Policy Server Altering the Response (Case 92082)

  • A custom component configuration on the Policy Server modifies the standard Policy Server response
  • The response returned to the Desktop Client differs from the expected Seclore API format
  • Desktop Client is unable to interpret the altered response and flags it as invalid