Troubleshoot sync issues with the Endpoint Verification extension

This document shows how users of an organization can resolve the Endpoint Verification synchronization issues on their devices.

If your issue is not listed in this document, contact your administrator. To help them diagnose your issue, download the Endpoint Verification logs and share them with your administrator:

1. On your device, open the Chrome browser.
2. In the Chrome browser toolbar, right-click Endpoint Verification and then click Options > Download Log.

Sync issues to due Chrome browser

If the version of your Chrome browser is earlier than 110, you might encounter sync issues because Endpoint Verification is no longer supported on Chrome versions earlier than 110.

Error message: Failed to sync. A sync will be retried shortly.

To resolve this issue, update your Chrome browser to version 110 or later.

Sync issues on macOS

This section lists sync issues that you might encounter on macOS and provides suggestions for how to fix them.

Can't sync because of a Keychain authorization error

In the Chrome browser, you might get an error that Endpoint Verification can't sync because of a Keychain authorization error.

To resolve this issue, sign out of your computer and then sign in again. If the issue persists, complete the following steps:

1. On your Mac, open the Keychain Access app.

2. In the Default keychains pane, click login.

   If the icon is locked, right-click login and then click Unlock Keychain "login".

   Note: If you can't unlock the login keychain or get into Access Control, see Keychain Access User Guide.

3. Click the Passwords tab.

4. In the list of passwords, double-click Endpoint Verification Safe Storage and click Access Control.

5. Select Allow all applications to access this item and click Save changes.

6. In the Chrome browser toolbar, click Endpoint Verification > Sync now.

7. If the sync is unsuccessful, do the following:

   1. In the list of passwords, right-click Endpoint Verification Safe Storage and then click Delete "Endpoint Verification Safe Storage".
   2. In the Chrome browser toolbar, click Endpoint Verification > Sync now.

Sync issues on Windows

This section lists sync issues that you might encounter on Windows OS and provides suggestions for how to fix them.

Can't sync because of a Data Protection API error

In the Chrome browser, you might get an error that Endpoint Verification can't sync because of a Data Protection API error. This error can occur when S4U scheduled tasks run on your device.

To resolve this issue, complete the following steps:

1. Determine if an S4U task is configured:

   1. Lock the device screen.
   2. Within 15 seconds, unlock the device screen.
   3. Within 15 seconds, in the Chrome browser toolbar, click Endpoint Verification  > Sync now. If the sync is successful, the error is likely caused by an S4U task.

2. Identify the S4U tasks:

   1. Open PowerShell and run the following script:

      Get-ScheduledTask | foreach { If (([xml](Export-ScheduledTask -TaskName $_.TaskName -TaskPath $_.TaskPath)).GetElementsByTagName("LogonType").'#text' -eq "S4U") { $_.TaskName } }

3. If the output includes one or more lines containing a task name, fix the problem:

   1. On your Windows device, open Task Scheduler.
   2. Scroll to Active Tasks.

   3. Find the tasks from the output and do the following for each task:

      1. Double-click the task.
      2. Click Properties.
      3. Clear the Do not store password checkbox and click Ok.

   4. Lock the device screen and then unlock it.

   5. Within 15 seconds, in the Chrome browser toolbar, click Endpoint Verification > Sync now.

If the issue persists, do the following:

Warning: You can make your computer inoperable if you incorrectly configure registry keys. Use this approach only if you're comfortable editing registry keys. Your administrator might contact you because this approach creates duplicate entries for your device in their managed device list.

1. In the Windows Start menu, click Run.
2. In the Run box, enter regedit.
3. In Registry Editor, find HKEY_CURRENT_USER\Software\Google\Endpoint Verification\Safe Storage and delete it.
4. In the Chrome browser toolbar, click Endpoint Verification > Sync now.

Can't sync because can't recover data protection key

In the Chrome browser, you might get an error that Endpoint Verification can't recover the data protection key and can't sync. This error can occur when S4U scheduled tasks run on your device and you have an earlier version of the Chrome browser on your device.

To resolve the problem, complete the following steps:

1. Identify and edit S4U tasks:

   1. On your Windows device, open PowerShell and run the following script:

      Get-ScheduledTask | foreach { If (([xml](Export-ScheduledTask -TaskName $_.TaskName -TaskPath $_.TaskPath)).GetElementsByTagName("LogonType").'#text' -eq "S4U") { $_.TaskName } }

   2. If the output includes one or more lines containing a task name, then edit these tasks:

      1. Open Task Scheduler.
      2. Scroll to Active Tasks.

      3. Find the tasks from the output and do the following for each task:

      4. Double-click the task.

      5. Click Properties.

      6. Clear the Do not store password checkbox and click Ok.

2. Remove the registry key and start a new session

Warning: You can make your computer inoperable if you incorrectly configure registry keys. Use this approach only if you're comfortable editing registry keys. Your administrator might contact you because this approach creates duplicate entries for your device in their managed device list.

1. In the Windows Start menu, click Run.
2. In the Run box, enter regedit.
3. In Registry Editor, find HKEY_CURRENT_USER\Software\Google\Endpoint Verification\Safe Storage and delete it.
4. In the Chrome browser toolbar, click Endpoint Verification > Sync now.