Devices - "Something went wrong" message received when user tries to sync password from menu bar app or login window | Troubleshooting - Zoho Directory

"Something went wrong" message received when user tries to sync password from menu bar app or login window

Description

If you're using a macOS device, you may encounter this issue when you try to sync your password from the menu bar app or login screen.

Reason

When a Zoho Directory or Zoho One Admin enrolls your device, a local account named "Zoho Directory" or "Zoho One" will be created after agent installation. An error indicates that the local account (service account) has not been properly created.

Solution

  1. Check whether the service account has been properly created. If your service account is Zoho Directory, go to the Terminal and run sysadminctl -secureTokenStatus _zohodirectory to determine whether the service account has secure token access to the device. If your service account is Zoho One, use the command sysadminctl -secureTokenStatus _zohoone.
  2. Log out of the device and log back in to an unassigned Admin local account. (If you have no such account, you need to remove the assignment of a user from any admin account first.) When you log into the Admin account with your device password, the damaged service account will be automatically repaired.
You can also check whether a service account named, "Zoho Directory" or "Zoho One" has been created under Users & Groups in System Settings, and also check whether the user role is Admin.