Error "Failed to load an object: 0a-00000000-0000-0000-0000-000000000000".

Document ID : KB000051469
Last Modified Date : 14/02/2018
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Description:

Error "Failed to load an object: 0a-00000000-0000-0000-0000-000000000000" appears in smps.log, if we try to add new system object (Agent, Agentgroup, etc.).

Error "Failed to load an object" appears only after some time:
Test:

  • login to Policy Server User interface as "non-super" Administrator
  • do nothing about 2-3h.
  • try to create Agent & AgentGroup.

smps.log:
[smldaputils.cpp:824][INFO] Failing back LDAP store type #1 to server 'ldap.srv:7851'.
[SmObjProvider.cpp:211][ERROR] Policy store failed operation 'MultipleSearch' for object type 'Root' . LDAP Error in Root_Fetch for KeyManagement: 81: Can't contact LDAP server
[SmAgentNameCacheImpl.cpp:140][ERROR] Failed to load an object: 0a-00000000-0000-0000-0000-000000000000

Solution:

The failing back message is because at some point, the Key Store might have failed over because Primary was not available and when Primary is available it is failing back.

The Key Store failover usually should not cause any problem. But this is the pattern which we are seeing in the logs i.e. Key Store failback and then the error message.

Set the registry key "EnableKeyUpdate" to 1 and restart policy server should solve the issue.

This registry is required when:
"When a single Policy Server generates encryption keys in an environment with multiple Policy Servers that connect to disparate policy stores, but share a central key store, an additional registry setting is required. This registry setting configures each Policy Server to poll the common key store and retrieve new encryption keys at a regular interval."