10 Replies Latest reply on Nov 13, 2017 6:54 AM by cwinning

    Empower Agent gives problem with keychain

    Kim.Hansen Rookie

      After we install Empower Mac Agent we got problems with Time Machine Backup, it cannot find the correct username/password from the KeyChain

       

      Any suggestions?

       

      After Empower Mac Agent: 'empower.macagent.keychain'

       

       

      > $ cat /Library/Preferences/com.apple.security.plist

          > <?xml version="1.0" encoding="UTF-8"?>

          > <!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">

          > <plist version="1.0">

          > <dict>

          >       <key>DLDBSearchList</key>

          >       <array>

          >             <dict>

          >                   <key>DbName</key>

          >                   <string>/Users/Shared/Shavlik/Empower/data/empower.macagent.keychain</string>

          >                   <key>GUID</key>

          >                   <string>{87191ca3-0fc9-11d4-849a-000502b52122}</string>

          >                   <key>SubserviceType</key>

          >                   <integer>6</integer>

          >             </dict>

          >       </array>

          > </dict>

          > </plist>

       

       

      Before

       

       

          > $ cat /Library/Preferences/com.apple.security.plist

          > <?xml version="1.0" encoding="UTF-8"?>

          > <!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">

          > <plist version="1.0">

          > <dict>

          >     <key>SecItemSynchronizable</key>

          >     <true/>

          > </dict>

          > </plist>

       

      Kind regards,

      Kim Chr. Hansen / Stibo, Denmark

        • 1. Re: Empower Agent gives problem with keychain
          cwinning CommunityTeam

          Hello,

           

          Just wanted to let you know that we are looking into this.

           

          Thanks,

          Charles

          • 2. Re: Empower Agent gives problem with keychain
            cwinning CommunityTeam

            This is being handled through a case, I will post an update to this thread once one is available.

             

            Charles

            • 3. Re: Empower Agent gives problem with keychain
              pkynaston Rookie

              Hi. We're seeing the same issue after installing Empower today - is there a resolution for this?

              • 4. Re: Empower Agent gives problem with keychain
                cwinning CommunityTeam

                Hello,

                 

                We were unable to determine the root cause of this issue.  From what I see the customer needed to replace the /Library/Preferences/com.apple.security.plist on the client.  We have no interaction with this and research indicates this is a know issue and not related to our Empower agent:  https://discussions.apple.com/thread/1363967?tstart=0

                 

                You could take a look at OS logs, they could clue you in to what is happening:

                 

                Pre-Sierra

                Open the console app (/Applications/Utilities/Console.app)

                Select: Show Log List -> All Messages, at top-left of window

                Filter for ‘backupd' at top-right

                 

                Sierra (macOS 12.12)

                There are no more log files, logs are kept in a db

                Use the log(1) utility from a Terminal window (/Applications/Utilities/Terminal.app), e.g.

                $ log stream --style syslog --predicate 'senderImagePath contains[cd] "TimeMachine"' —info

                or

                $ log show --style syslog --predicate 'senderImagePath contains[cd] "TimeMachine"' --info

                Info messages don't survive a reboot, so if the system has rebooted, and you don't get anything, try..

                $ sudo log config --subsystem com.apple.TimeMachine --mode persist:info

                Then run the backup and log command again

                 

                Thanks,

                Charles

                • 5. Re: Empower Agent gives problem with keychain
                  pkynaston Rookie

                  Hi,

                   

                   

                  Thanks for your notes on this, though it is clearly an issue related to Empower, and not just a Mac "bug". I'm seeing the exact same results as the original post above.

                   

                   

                  ``

                  $ cat com.apple.security.plist

                  <?xml version="1.0" encoding="UTF-8"?>

                  <!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">

                  <plist version="1.0">

                  <dict>

                  <key>DLDBSearchList</key>

                  <array>

                  <dict>

                  <key>DbName</key>

                  <string>/Library/Application Support/STMacPatch/data/stmacpatch.keychain</string>

                  <key>GUID</key>

                  <string>{87191ca3-0fc9-11d4-849a-__redact__}</string>

                  <key>SubserviceType</key>

                  <integer>6</integer>

                  </dict>

                  </array>

                  <key>SecItemSynchronizable</key>

                  <true/>

                  </dict>

                  </plist>

                  ```

                   

                   

                  So, the install of Empower is clearly overwriting the default keychain with its own keychain. From what you're saying, I should be safe to revert /Library/Preferences/com.apple.security.plist to the previous state? Will this break anything in Empower?

                   

                   

                  Thanks

                  • 6. Re: Empower Agent gives problem with keychain
                    cwinning CommunityTeam

                    Hello,

                     

                    It's possible it's related to the Empower agent, but nothing in our testing could reproduce the issue. Replacing the file is what the previous customer did, I cannot vouch for the side effects doing so.  The previous customer stopped responded, so we do not have more information on what they tried.

                     

                    I would highly recommend opening a case for this we can get a developer involved and request debug logging.

                     

                    Charles

                    • 7. Re: Empower Agent gives problem with keychain
                      pkynaston Rookie

                      Hi Charles,

                       

                      I've installed Empower on five Macs in the last fortnight and I've seen this issue on every single Mac (some Sierra, some High Sierra). This is clearly a bug in your code. If you believe that the Empower agent should work successfully without modifying this system file, can you raise an urgent (critical) bug within your support system, to prevent your agent from modifying this file?

                       

                      The worst thing is, it's persistent - it's not a one off change. Empower *keeps* updating this file periodically (every few minutes). We've got to the point of resetting this system file on cron (every minute!) as a workaround, but it's far from ideal.

                       

                      This is substantially affecting our backups procedures within the company, so I'd appreciate a quick patch to this.

                       

                      Thanks

                      • 8. Re: Empower Agent gives problem with keychain
                        cwinning CommunityTeam

                        Hello,

                         

                        I agree, there could definitely be a detect here.  We're most likely going to require debug information, please open a case with support so we can get a developer involved.  I will escalate the issue to a developer if you reference this post in your case.

                         

                        Case Portal

                         

                        Thanks,

                        Charles

                        • 9. Re: Empower Agent gives problem with keychain
                          pkynaston Rookie

                          Thanks Charles - done (case number 01027168)

                          • 10. Re: Empower Agent gives problem with keychain
                            cwinning CommunityTeam

                            Hello,

                             

                            Got it, I'll get this escalated up now and will update you through the case when I hear back from the developer.

                             

                            Thanks,

                            Charles