Applies to: Seclore Policy Server



Policy Server Errors and troubleshooting steps:


Unable to connect/access Policy server URL


Error 1: This Site Can't be reachable



Troubleshooting Step 1:


  • Open Services.msc and check if the following 2 services are running.

    > Apache Tomcat
    > Apache 2.4.23


  • If it is in a stopped state, try starting the services.



Troubleshooting Step 2:


  • Check if the Policy Server URL is accessible from Intranet.
  • If Policy Server URL is not accessible only from the Internet, kindly check with your concerned Network/Firewall Team.



Error 2: Policy Server startup error - Could not connect to Policy Server database.









Troubleshooting Step 1:


  • Kindly check the Database service is up and running.
  • You can log in to the Seclore database.
  • You can Telnet the Database from the policy server machine over port 1433 (for MSSQL) and port 1521 (for Oracle)
  • Once you validate all 3 steps above, restart the Tomcat service and try accessing the policy server URL again.



Troubleshooting Step 2:


  • This issue occurs due to the Expired User account password, used to connect the database server from the Policy server machine.
  • The user Id and Password are mentioned in the Seclore configuration (<<Drive>>:\seclore\Apache Software Foundation\Tomcat X.X\conf\server.xml). Kindly contact Seclore Support team to update the new password




Policy Server and Active Directory communication Error


Error 1: Internal Server Error



Troubleshooting Steps:


  • Go to https://<Policy Server URL>/policyserver/sysadmin > login with 'root' > go to 'Configuration' tab> go to 'Repositories' > select 'SimpleADRepository' (For Internal users) > Find the "Username" field and check if the Password for the mentioned user is expired or changed or account is locked out.



  • If the Password is changed, kindly update the new one in the "Password" field and Save the settings.




Error 2: Server communication error




Troubleshooting Steps:


  • Go to https://<Policy Server URL>/policyserver/sysadmin > login with 'root' > go to 'Configuration' tab> go to 'Repositories' > select 'SimpleADRepository' (For Internal users) > Note down the "FQDN/IP address" of AD server in the field of "Primary/Secondary Domain Controller Machine Name" and "Domain Controller Port" 




  • Go to the Policy server machine > Telnet the FQDN and PORT of the Active Directory server and make sure it is working





Need more help? 

Contact Seclore Support 

 support@seclore.com | Chat Live