Upon trying to log into Box Sync, Mac users may receive the error message.
Applicable Environment:
Mac OS computers utilizing Box Sync.
Resolution Steps for Mac OS Sierra and later (Versions 10.12 and later)
- Restart your computer.
- Please try logging into Box Sync again and see if this resolved the issue. If not, please continue on to step number three.
- Open Keychain Access.
- Right click on Box Sync and select "Get info".
- Click on the access control tab at the top of the window.
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Click on Box Sync and then the '-' button.
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Box Sync should disappear from the list under 'Always allow access by these applications'
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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.
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Once you see Box Sync on the list again, please select 'Allow all applications to access this item'.
- If the issue is not resolved, repeat step 3 and select Delete 'Box Sync'.
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Please check and see if the issue is resolved. If not, please submit a case with Box Product Support 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.