Troubleshooting
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Authentication Failure When Using Unlock With Apple Watch
If you use the Unlock with Apple Watch feature on your database, the Apple Watch can sometimes fail to authenticate, meaning you have to enter your Master Password. This occurs sometimes when the watch goes into one of the Focus modes, such as the Sleep Focus. This is a known issue with the Appl... -
Crash when unlocking my Password Safe database (saved using Android passwdSafe port)
We have received reports that some Password Safe databases cause Strongbox to crash on unlock. This has been narrowed down to the use of the Jeff Harris passwdSafe port on Android. The easiest solution is to edit and save your database using the official Password Safe app on Windows which doesn't... -
Face ID / Touch ID doesn't work for me
The first thing to note is that Face ID/Touch ID is a Pro feature. You get to try out Pro features for 3 months, so you should check that you’re on the Pro version. You’ll see an Upgrade bar at the bottom of your screen if you’re not a Pro user. If you’re a Pro user you can turn Face ID/Touch ID... -
Google Drive Not Syncing / Not Authenticating
There's currently a known issue with Google Drive sync. We're currently speaking with Google and waiting for them to release a fix. In the meantime, you can access your database from within Google Drive using the Files method. See the instructions below. On iPhone/iPad: Install the Google Driv... -
How Do I Completely Remove, Clear, or Reset All Strongbox Settings on macOS to Factory Defaults
Sometimes Strongbox doesn't completely uninstall when deleted from the MacOS Applications folder (due to an issue with macOS). If you'd like to completely clear all Strongbox preferences/settings then: Open Preferences and select Advanced > Factory Reset (at the bottom of the window) Delete S... -
I Am Having Some Trouble with WebDAV on My Synology NAS
If you are experiencing WebDAV issues with database sync and you are using Synology NAS, there are a few steps that you can try and fix the problem: In Synology, go to System Settings > Security > Extended and check the "Intermediate Compatibility" option. In the pop-up window, in the WebD... -
I can't create a new iCloud database or I deleted my iCloud Strongbox folder
If you are seeing an error when creating a new iCloud database this is usually caused by deleting the built-in Strongbox folder on your iCloud Drive. This is a folder called 'Strongbox' with the Strongbox blue icon at the root of your iCloud Drive. You may have done this by accident, or simply do... -
Sometimes there can be some issues with databases on cloud drives after updates by desktop clients such as KeePassXC or KeePass. This can sometimes present itself as errors like: - "The database is located in Recently Deleted" - "The database was 'Removed from iCloud' on another device" Solutio...
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I keep getting the message "Something went wrong while displaying documents" in AutoFill mode
Despite the fact that you may not use iCloud or iCloud drive this error appears to be strangely related to that setting on your Apple ID. This error message seem to happen when you have your “iCloud Drive” disabled for your Apple ID on your device. To check this go to: iPhone or iPad Main Settin... -
Sometimes your security token or session expires on a third party storage provider like Dropbox or Google Drive. Usually this is seamlessly renewed but it can happen sometimes that this goes wrong. To fix this you need to clear your (Dropbox/Google Drive/OneDrive) session. You can do that by: G...
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I'm having trouble with OneDrive (can't connect or bad request)
This is probably because Strongbox’s session has become stale. You can clear this by going to Preferences > Cloud > Sessions > Clear OneDrive session Now you should be asked to login with OneDrive when you try to unlock your database. This will refresh the session and you should have n... -
I've Lost or Forgotten My Database Password
We are not able to reset your password. This is by design. Strongbox is a a zero knowledge password manager, which means that we are not able to access your database or the personal information stored inside it under any circumstances. If you have been using Face/Touch ID or a PIN code to open ... -
My database keeps updating every 30 seconds, and my database is stored on an external SSD/USB Key
There seems to be an issue for some users in some environments using an external drive to store their databases. The solution is to either disable file monitoring or move your database to a more stable file system, while we try to resolve the root of the issue. -
This can happen if your iCloud database is quite large or you save to it in rapid succession. What happens when you save (using any client) is that the Apple iCloud sync system has to upload it to iCloud in the background and this can take some time. It may take a few minutes. When you save anoth...
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My iCloud database is stuck on 'Reading' mode and won't open
Sometimes when trying to open a database that is stored in iCloud, the database will not open and the status message "Reading" will be continuously displayed. If your iCloud database is stuck "Reading", then try restarting your device and trying again. If it still does not open, try signing out/... -
My iOS Files based database breaks or does not load after I change it with KeePass or KeePassXC
Sometimes there can be some issues with iOS Files based databases and KeePassXC / KeePass and cloud drives. This can sometimes present itself as errors like: - "The database is located in Recently Deleted" - "The database was 'Removed from iCloud' on another device" Solution The solution to thi... -
My Key File is not auto detected in AutoFill mode
This is a bit of a weird edge case. Assuming the key file is stored in the Strongbox documents folder… Apple does not allow App Extensions (which is what Auto Fill is) to access the parent App’s documents directory directly. This leads to the situation where Strongbox can see the key file (and us... -
My macOS database says I don't have permission, or authorization to open it, or view it
Strongbox uses a 'Bookmark' to keep track of your database. This is the recommended Apple way of keeping a reference to a file on macOS. Most of the time this works very well but sometimes the bookmark can fail and you get an error telling you, you don't have permissions to view your database. Th... -
If you receive the Convenience Unlock is unavailable error, please check and confirm that you can unlock your Mac with Touch ID or Apple Watch first. Then, if that works, you can use it to unlock a Strongbox database. It is a prerequisite that you can login in to your Mac using these methods bef...
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Strongbox has issues syncing my database with Sync.com
Due to the new update with Sync.com, you may experience some issues with syncing your Strongbox database, if you use this service. It appears that there are some problems with Sync's offline caching of past files. The workaround is to go to the Sync app on the device and clear BOTH the offline ...