{"id":115428,"date":"2024-09-10T14:03:20","date_gmt":"2024-09-10T18:03:20","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=115428"},"modified":"2024-12-06T15:58:45","modified_gmt":"2024-12-06T20:58:45","slug":"troubleshoot-macos-password-and-keychain-issues","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/troubleshoot-macos-password-and-keychain-issues","title":{"rendered":"Troubleshoot: macOS Password and Keychain Issues"},"content":{"rendered":"\n<p>If a macOS user experiences multiple password prompts or Touch ID failures after resetting their password, a complete keychain reset may be required. This article shows you how to address these issues, and recreate the user&#8217;s keychain if necessary.<\/p>\n\n\n\n<p>This process is more complete than relying on the agent to set the user\u2019s keychain aside. The  <kbd>~\/Library\/Keychains<\/kbd> directory may contain more than just the user\u2019s keychain database, including invisible files which may cause additional issues.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Symptoms:\">Symptoms<\/h2>\n\n\n\n<p>A corrupt keychain database and additional files located within the user\u2019s <kbd>~\/Library\/Keychains<\/kbd> directory may cause the following symptoms:<\/p>\n\n\n\n<ul>\n<li>Inability to register a new fingerprint for TouchID.<\/li>\n\n\n\n<li>Repeated prompts to verify their old and new passwords during login, or via the JumpCloud Menubar extra<\/li>\n<\/ul>\n\n\n\n<p>See <a href=\"https:\/\/jumpcloud.com\/support\/manage-macos-passwords#syncing-your-jumpcloud-password-with-your-device-password\">Syncing Your JumpCloud Password with Your Device Password<\/a> to learn more about managing user passwords on macOS devices.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Resolution:\">Resolution<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"If-unable-to-register-a-fingerprint-for-TouchID:\">User Can&#8217;t Register a Fingerprint for TouchID<\/h3>\n\n\n\n<p>Ensure the user\u2019s password is up-to-date in the JumpCloud menubar app. If not, have the user enter their new and previous passwords to ensure their JumpCloud and local device password are in sync. See <a href=\"https:\/\/jumpcloud.com\/support\/manage-macos-passwords#syncing-your-jumpcloud-password-with-your-device-password\"><strong>Syncing Your JumpCloud Password with Your Device Password<\/strong><\/a> to learn more.<\/p>\n\n\n\n<p><img decoding=\"async\" width=\"514\" height=\"306\" class=\"wp-image-115434\" style=\"width: 514px\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app.png\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app.png 514w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app-300x179.png 300w\" sizes=\"(max-width: 514px) 100vw, 514px\" \/><\/p>\n\n\n\n<p>Once the password is confirmed in the app or if the menu bar app shows the passwords are up to date, have the user log out and back in to their account on the device (not restart).<br><img decoding=\"async\" width=\"469\" height=\"514\" class=\"wp-image-115435\" style=\"width: 469px\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app_complete.png\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app_complete.png 469w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app_complete-274x300.png 274w\" sizes=\"(max-width: 469px) 100vw, 469px\" \/><\/p>\n\n\n\n<p><strong>To log out and back in to the device:<\/strong><\/p>\n\n\n\n<ol>\n<li>On the Mac, go to the Apple menu \uf8ff &gt; <strong>Log Out<\/strong>.<\/li>\n\n\n\n<li>At the login window, enter your credentials to log in.\n<ul>\n<li>TouchID is tied to the user\u2019s keychain so having the user log out and back in to their account allows them to re-authenticate and unlock the keychain.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Try adding or editing their TouchID fingerprint.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"If-the-user-is-receiving-repeated-password-prompts\">User Receives Repeated Password Prompts<\/h3>\n\n\n\n<p>If a user receives multiple password prompts, verify there are no stub files remaining in the <kbd>\/opt\/jc\/passwordupdates<\/kbd> directory. If there are, delete the files and have the user to log out and back in to test. It&#8217;s helpful to perform a password reset at this stage to ensure the credential rotates properly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"If-the-user-is-still-unable-to-edit-or-add-a-fingerprint,-or-is-receiving-repeated-password-confirmation-prompts-after-the-above-steps:\">Preserving and Recreating the Keychain<\/h3>\n\n\n\n<p>If the user is still unable to add or edit a fingerprint, or is receiving repeated password confirmation prompts after the above steps, recreate the user&#8217;s keychain.<\/p>\n\n\n\n<p><strong>To recreate the user\u2019s keychain<\/strong>:<\/p>\n\n\n\n<ol start=\"1\">\n<li>Open the user&#8217;s <kbd>~\/Library <\/kbd>folder:\n<ol style=\"list-style-type:lower-alpha\">\n<li>Open macOS Finder.<\/li>\n\n\n\n<li>In the top menu bar, select the <strong>Go<\/strong> menu.<\/li>\n\n\n\n<li>Press and hold the <strong>Option<\/strong> key to show <strong>Library<\/strong> in the menu list and select it.<\/li>\n<\/ol>\n<\/li>\n\n\n\n<li>Locate the <kbd>Keychains<\/kbd> directory and rename it to <kbd>Keychains-old<\/kbd>.<\/li>\n\n\n\n<li>Have the user log out and back in to recreate their keychain directory and the subsequent database files.<\/li>\n<\/ol>\n\n\n\n<p>When the user logs in, they should no longer receive a password confirmation prompt. Additionally, they should be able to register fingerprints for TouchID.<\/p>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card note\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/note-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Note:<\/strong> \n<p>If the user needs to recover any data from their old keychain database, they can open the backup taken in Step 2 by locating the <kbd>Keychains-old<\/kbd> directory within their Library directory and double clicking the <kbd>login.keychain-db<\/kbd> file. This opens the Keychain Viewer and lets them copy any records they\u2019d like to move to their current login keychain.<\/p>\n <\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>If a macOS user experiences multiple password prompts or Touch ID failures after resetting their password, a complete keychain reset [&hellip;]<\/p>\n","protected":false},"author":218,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[3161,3136,3127],"support_tag":[3160],"coauthors":[3011],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot: macOS Password and Keychain Issues - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn how to troubleshoot repeated password prompts and Touch ID failures on macOS devices by recreating the user&#039;s keychain.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/troubleshoot-macos-password-and-keychain-issues\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot: macOS Password and Keychain Issues\" \/>\n<meta property=\"og:description\" content=\"Learn how to troubleshoot repeated password prompts and Touch ID failures on macOS devices by recreating the user&#039;s keychain.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/troubleshoot-macos-password-and-keychain-issues\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-06T20:58:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/09\/macos_confirm_password_prompt_menu_bar_app.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"nickconrad\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-macos-password-and-keychain-issues\",\"url\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-macos-password-and-keychain-issues\",\"name\":\"Troubleshoot: macOS Password and Keychain Issues - 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