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ugarrda
Inspiring
May 15, 2024
Answered

macOS Git Credential Manager authentication failed

  • May 15, 2024
  • 2 replies
  • 2310 views

Hi all! I'm having trouble getting RoboHelp connected to Bitbucket. I'd appreciate any help you can offer.

 

Environment

  • MacBook Pro 13-inch, M1, 2020
  • macOS Sonoma 14.5
  • RoboHelp 2022.4.182
  • git version 2.39.3 (Apple Git-146), part of Xcode command line tools
  • Git Credential Manager 2.5.0+d34930736e131ad80e5690e5634ced1808aff3e2
  • Atlassian Bitbucket v8.19.3 (this is a guess, based on footer text in /getting-started)
  • zsh (default shell)
  • I have not modified my default $PATH, but my company may have

 

What works

I created my working directory in the Finder and used git at the command line to init and set my name and email. Then I did git clone {my-repository-url}. This successfully popped up the Git Credential Manager GUI authentication screen, where I entered my username and an HTTP token from Bitbucket. The clone completed successfully.

 

What doesn't work

  1. I open the .rhpj file in RoboHelp
  2. Collaborate menu > New Connection…
  3. I populate this modal with exactly the same information that works without issues on my Windows 11 machine (running RoboHelp 2022.3.93).
  4. Collaborate > Add Project… > my project
  5. At this point, another instance of RoboHelp launches. It doesn't have any window, but it does have a menu bar, separate from the main instance of RoboHelp. Selecting About reveals a different version from the primary instance, 2022.4.0 (2022.4.0.214). It seems to invisibly cover up my Chrome browser—in other words, when I try to click into a Chrome window, the menu bar changes to RoboHelp and my click is not passed to Chrome.
  6. That's as far as it gets. It hangs on Pushing Commit (I think) until I run out of patience, minutes or hours later. When I inevitably quit the headless instance of RoboHelp, I get a fairly large error message in the main instance that says Unable to push at the top and Authentication failed at the bottom.

 

Any and all suggestions welcome! I did call the main support number and we didn't get very far. I am working with my company's support team to contact the Adobe Enterprise Support folks, but maybe one of them will see this post!

 

Thanks,

Dave

 

    Correct answer Jeff_Coatsworth

    "...maybe one of them will see this post!" - probably not. Your best bet is to talk to the RH folks directly - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.


    But what I find curious is that you seem to have 2 slightly different versions of RH2022 going on between your Mac & your Win11 machine - I would have thought that might be one issue - they all should be working on the same patch version.

    2 replies

    U
    ugarrdaAuthor
    Inspiring
    May 17, 2024

    This is the output of git config --list --show-origin. I see two different values for credential.helper and I'm not sure which one takes precedence, or which one RoboHelp prefers. Could this be a clue?

     

    file:/Library/Developer/CommandLineTools/usr/share/git-core/gitconfig   credential.helper=osxkeychain

    file:/Library/Developer/CommandLineTools/usr/share/git-core/gitconfig   init.defaultbranch=main

    file:/Users/davgarre/.gitconfig user.name=David Garrett

    file:/Users/davgarre/.gitconfig user.email=redacted

    file:/Users/davgarre/.gitconfig credential.provider=bitbucket

    file:/Users/davgarre/.gitconfig credential.helper=manager

    file:/Users/davgarre/.gitconfig credential.https://dev.azure.com.usehttppath=true

    file:.git/config        core.repositoryformatversion=0

    file:.git/config        core.filemode=true

    file:.git/config        core.bare=false

    file:.git/config        core.logallrefupdates=true

    file:.git/config        core.ignorecase=true

    file:.git/config        core.precomposeunicode=true

    U
    ugarrdaAuthor
    Inspiring
    May 17, 2024

    The command

    git credential-manager configure

    writes this to my .gitconfig:

    [credential]
	helper = /usr/local/bin/git-credential-manager

     When I go into RoboHelp and select Collaborate > Open Project, it immediately changes that line in my .gitconfig to:

    [credential]
	helper = manager

    and then fails, with the error message in the original post, including the line "credential-manager is not a git command".

    I tried making .gitconfig read only, but RoboHelp changes it anyway.

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity ExpertCorrect answer
    Community Expert
    May 16, 2024

    "...maybe one of them will see this post!" - probably not. Your best bet is to talk to the RH folks directly - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.


    But what I find curious is that you seem to have 2 slightly different versions of RH2022 going on between your Mac & your Win11 machine - I would have thought that might be one issue - they all should be working on the same patch version.

      U
      ugarrdaAuthor
      Inspiring
      May 16, 2024

      An excellent suggestion. I don't know how to downgrade the Mac to version 2022.3 but perhaps the tcssup folks will. I do have an open ticket with them and they want screenshots of the error message. I know I don't want to mess with the Windows environment as it's the only one working right now.

       

      I'm guessing it's going to be either something in my $PATH or something about the difference between how Windows and macOS deal with git credentials. Will of course post the solution here for posterity.

      Jeff_Coatsworth
      Community Expert
      Jeff_CoatsworthCommunity Expert
      Community Expert
      May 16, 2024

      I wouldn't try downgrading - I'd upgrade the Win11 machine. I don't know how it's not complaining about the mis-match already (unless the two environments are working on completely separate projects?)...

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