App Support.

We're here to help.



Problem Saving Details Into The Keychain

Viscosity allows users to save their VPN login details, certificate passwords, and proxy login details into the Mac OS X keychain by ticking the "Remember these details in the KeyChain" checkbox when prompted. If this checkbox is being ticked, but Viscosity continues to prompt for login details, there are a number of things to check:

KeyChain Issue

The most common cause for Viscosity failing to remember login details is that there is a problem with the user's KeyChain. The first step to resolving any potential problem is to run a KeyChain repair like so:

  1. Open the Keychain Access application. This can be found at /Applications/Utilities/Keychain Access.app
  2. Go to the File menu and select Keychain First Aid
  3. Enter your username and password, select Repair, and click the Start button

Viscosity should be restarted and the user attempt to save their details again once the above steps have been performed.

KeyChain Entry Corruption

Existing KeyChain entries made by Viscosity can become corrupted in rare instances and hence should be removed. This can be done like so:

  1. Go to /Applications/Utilities and open the Keychain Access application
  2. Use the search box to search for the saved details by entering "Viscosity". All saved connections by Viscosity should appear.
  3. Look for the appropriate search results. Viscosity will save your VPN server details as an "application password" as two separate entries: one for your username and one for your password.
  4. Delete the items. Repeat the above steps if you have multiple connections.
  5. Quit and reopen Viscosity, and try connecting again.

Viscosity should be restarted and the user attempt to save their details again once the above steps have been performed.

Enterprise Configuration

If the "Remember these details in the KeyChain" checkbox is disabled, your VPN administrator may have disabled the ability to save login details into the KeyChain to increase security. In this instance you should contact your VPN administrator for more information.