Unable To Login To Box Sync: Cannot Access Keychain

 

Upon trying to log into Box Sync, Mac users may receive the error message below.

 

Screen Shot 2017-11-07 at 1.01.32 PM.png

 

Applicable Environment: 

Mac OS computers utilizing Box Sync.

 

Resolution Steps for Mac OS Sierra and later (Versions 10.12 and later) 

  1. Restart your computer.
  2. Please try logging into Box Sync again and see if this resolved the issue. If not, please continue on to step number three.
  3. Open Keychain Access.
  4. Right click on Box Sync and select "Get info".                                                                                     Screen Shot 2017-11-07 at 12.39.38 PM.png
  5. Click on the access control tab at the top of the window.medium.png
  6. Click on Box Sync and then the '-' button.

  7. Box Sync should disappear from the list under 'Always allow access by these applications' 

  8. Click on the '+' button, which will allow you to browse your computer for the Box Sync application and re-add it to this list. Box Sync will be located in your 'Applications' folder.                                                          Screen Shot 2017-11-07 at 12.43.09 PM.png

  9. Once you see Box Sync on the list again, please select 'Allow all applications to access this item'.

    Screen Shot 2017-11-07 at 12.49.14 PM.png

  10. Please check and see if the issue is resolved. If not, please submit a case with Box User Services here and let your assigned agent know you used this help article to do preliminary troubleshooting steps.

 

 

 

Resolution steps for Mac OS before Sierra (Versions earlier than 10.12) 

  1. Restart your machine. 
  2. Please try logging into Box Sync again and see if this resolved the issue. If not, continue to step 3.
  3. Open Keychain Access. 
  4. Click the menu under Keychain Access > Keychain First Aid. 
  5. Select 'Repair' and then 'Start'. 
  6. Once it's completed reboot your machine.
  7. Please check and see if the issue is resolved. If not, please submit a case with Box User Services here and let your assigned agent know you used this help article to do preliminary troubleshooting steps.

 

Root Cause: 

This issue can occur when the keychain is corrupted.

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‎11-07-2017 11:40 AM
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