An unknown error occurred

When I woke up this morning and turned on my MacBook it seems to have forgotten some of its iCloud information.


This is the sequence of events after turning on:

  1. 'None of your preferred WiFi networks are available' (even though it is)
  2. Pop-ups started appearing saying things like 'homed wants to use your keychain'
  3. Finally, a pop-up came up saying 'This Mac can't connect to iCloud because of a problem with "<my Apple username>"'
  4. When I clicked the iCloud preferences button on this dialog it opens 'Enter Apple ID password' dialog
  5. When I enter my password it says 'An unknown error occurred' (see attached screenshot).



I have no idea what started this. The only thing I can think of is that yesterday I connected a new computer (a second hand Mac Mini) to my iCloud account.


Anyone know what the trouble-shooting approach for 'An unknown error occurred' is?

MacBook Pro 15", macOS 10.14

Posted on Jul 7, 2019 5:56 PM

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15 replies

Jul 7, 2019 9:36 PM in response to billtubbs

Both login keychain and iCloud Keychain are corrupted and showing pop ups , before following the articles make sure you have all your passwords for apple id , iCloud id , web mail , air port express / base station password if it is configured will be deleted and must be in your records

https://support.apple.com/en-in/guide/keychain-access/kyca2423/mac

https://support.apple.com/en-in/HT202755

Second method is open keychain access through spotlight , open its preferences and click on reset my default keychain .

Take views from apple care senior advisors see this link https://support.apple.com/en-in/HT201232

Jul 8, 2019 12:02 PM in response to billtubbs

Passwords syncing in older Mac version and new Mac version seems to be impossible they must of same version .

See this article https://support.apple.com/en-in/guide/keychain-access/kyca1121/mac

Note: You can’t copy passwords stored in your iCloud keychain. To transfer these keychain items to another computer, set up iCloud keychain on the other computer using your iCloud username and password.

If you mean Mac book keychain password become unsynced ? with another Mac how? admin password is stored in user library > keychain > in the folder login.keychain_db

And admin password for both Macs are separate and the Macs have their individual system files and can't match other versions .


Jul 8, 2019 9:23 AM in response to tygb

I ignored your suggestion and restarted the Mac and everything seems fine now (except my other devices are warning me that my login was used on a new computer). I've had this a few times in recent days. Even though we haven't found the cause of the fault I'll stick with this for now. Seems like there are more and more bugs in OS X these days...

Jul 8, 2019 9:43 AM in response to billtubbs

Restarting will never set up iCloud Keychain and login keychain , also it's not a bug , unnecessarily opening keychain access and locking the lock folder under login will create pop ups .


Also login keychain password is kept same as admin password , and see this article when passwords don't match the pops will then also occur https://support.apple.com/en-in/guide/keychain-access/kyca1242/mac



Jul 8, 2019 10:07 AM in response to billtubbs

Uninstall I password , skype , third party applications might not be compatible with Mac ( consult about third party apps with senior care apple advisors ) , there is no such malware in system or hacking , your login keychain seems to be working the lock for login is always opened by default see this screen shot , for second hand Mac before using always erase the hard drive and reinstall Mac OS https://support.apple.com/en-in/HT204904


Jul 8, 2019 11:08 AM in response to billtubbs

What was the status of second hand Mac when you started it , was the hard drive completely clean after that you created your own Apple ID and signed in see this https://support.apple.com/en-in/HT205749

And shttps://support.apple.com/en-in/guide/keychain-access/kyca2794/


And passwords are never hacked or read physically by others they are always encrypted and no one can hack your Mac when an admin account is created , automatic login is set off in users and groups , created tough passwords for all Apple ID , iCloud id , admin password or web mail password see this https://support.apple.com/en-in/guide/safari/ibrw1103/12.0/mac/10.14 also set up internet service provider router and its password , set up air port express see this https://support.apple.com/en-in/HT202068 ( see the section of media access control access ) .


Only the administrator can physically read them in keychain access see this https://support.apple.com/en-in/guide/keychain-access/kyca1085/mac

https://support.apple.com/en-in/guide/keychain-access/kyca1083/mac

Regarding third party applications for one password ( not required ) if you have set up iCloud Keychain the passwords are secured , the keychain folder are not deleted for keychain certificates see this https://support.apple.com/en-in/guide/keychain-access/kyca2794/mac

Skype - always avoid other applications , your system might get corrupted ( after all its your decision ) .


Jul 8, 2019 9:51 AM in response to tygb

Okay so that seems to be the problem. The passwords are no longer synced. How could that happen? My admin password hasn't changed. Or how could registering a new computer with my iCloud account corrupt the keychain password on my existing computer? Have I been hacked by some malware on the (second-hand) computer I just added to my devices?


I tried the steps on the attached article but the menu option 'Change Password for Keychain "login"' is greyed-out (inactive). Any idea why?


Jul 8, 2019 10:17 AM in response to tygb

That was probably it. I just registered the new (second hand) computer with the OS that it came with it and connected it to my Apple ID. Does that mean someone has hacked into my passwords now?


So if everything is working fine now after the restart (it seems to be) do I need to do anything other than erase the third-party apps/keychains other than 'login'?


I will check with 1password and remove those items - they look like from an old version anyway. 'Microsoft_Intermediate_Certificates' appears to be empty.


thanks for your help on this.

Jul 8, 2019 11:19 AM in response to tygb

The computer arrived and when I first turned it on I got the usual OS welcome/setup screens. Not exactly the one on your link above, I think it was the 'Welcome' dialogue where you first select your region. (The OS is High Sierra I think - I'm not at home at the moment too check but the one with the sun setting on rocky mountain ridge). (It's a 2011 Mac Mini).


So if that means I started from an erased hard drive then I am re-assured. Or was I supposed to erase it again before starting the setup process? (I have another unit arriving soon so I want to get it right next time).


It just seems too much of a coincidence that this problem with my old MacBook Pro started the very next day after I registered this new Mac Mini. Why else would my MacBook keychain password suddenly become unsynced?

Jul 8, 2019 12:56 PM in response to tygb

Passwords syncing in older Mac version and new Mac version seems to be impossible they must of same version


I don't understand this statement. Are you saying that password syncing is not possible if you have more than one computer with a different version of OS X? That has never been a problem in the past (I have a MacBook, MacBook Pro and Mac Mini and they all worked fine before buying this second Mac Mini).


If you mean Mac book keychain password become unsynced ? with another Mac how?


I am not sure what you mean. I got the idea that my keychain password had become somehow different from the computer's admin password from this link that you sent: If your Mac keeps asking for your keychain password. Sorry if that was not what you intended. If it is not an unsyncing issue then what is it?


Note: You can’t copy passwords stored in your iCloud keychain.


Note sure what you are referring to. I haven't done any transferring of passwords. I just turned on and logged into a new computer one day and the next day my existing computer (which I use every day) had a keychain issue. But then since restarting it the issue seems to have gone away, at least temporarily.

Jul 8, 2019 9:26 AM in response to billtubbs

if you follow the second method resetting the keychain using keychain access preferences , all the passwords that are saved in keychain folder of user library will be deleted , and this keychain folder will be deactivated and a new keychain folder will be again created , you have to auto fill the passwords once again , this method is applied when both login keychain and iCloud Keychain are corrupted , not as separately for login keychain and iCloud Keychain , make sure you have written all passwords in a diary .

Note : enter in user library , click on finder > Go > hold option key > click on library > here you can see keychain folder .


The first method shows to reset iCloud Keychain , by signing in with same Apple ID and password both in Mac and iPhone on the same network and its quite complicated , if a single incorrect step is applied more complications can occur , that's the reason I suggested to consult apple support advisor on phone .


Jul 8, 2019 9:58 AM in response to billtubbs

Your keychain password is same as your admin password the one you use to sign in Mac , it is remembered by the administrator , it can't be recovered but can be changed from recovery mode or in users and groups .

If an administrator has completely forgotten the password and he can't login in the Mac as he had checked the box of name and password in login items , and rest of all boxes are unchecked then see this method https://discussions.apple.com/docs/DOC-12712

And if the administrator knows the old password but wants to change the password from recovery mode only and don't want to use other methods see this .

  • Close all applications and shut down the computer , press command , R and power key simultaneously , release only power key and keep on holding command and R key until apple logo appears , the bar starts loading let it be completed .
  • Select the language as English , go to utilities on top menu bar > Utilities > Terminal execute a command resetpassword and click on enter key .
  • Window appears , select your admin name it will prompt to enter Apple ID and password 

  Once you enter the credentials , two options will be shown ( a ) previous ( b ) next , click on next .

   Some fields will appear .

   New password ……….

   Verify password ……….

   Password hint ……….

   Enter your new password in two empty fields and keep password hint as empty ( optional ) 

   It will again prompt two options ( a ) previous ( b ) next 

   Click on next .

  Then it will prompt to restart the computer , so after restarting the machine .Pop - up will appear.

       The system was unable to unlock your login keychain , if you remember your old password you can update the keychain password .

      If you do not remember your old password , you can create a new login keychain or choose to leave the login keychain using a different password .

 Would you like to update the password , create a new keychain , or continue the login ?

  A window will appear on your desktop .

 ( a ) continue login .

 ( b) create new keychain .

 ( c ) update keychain password .

Click on update keychain password , then log out from your computer .

When you again login in the fields enter your “ admin name “ and “ old admin password “ , so that new password will be updated with login keychain .

Hence , the admin password is changed with the help of “ Recovery mode “ only .



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