macOS Git Credential Manager authentication failed

[ugarrda]

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

[Jeff_Coatsworth · Accepted solution]

"...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.

[ugarrda]

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]

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?)...

[ugarrda]

Thanks for your ideas! I see that there's an update available for the Windows app, but I don't want to break the only working system I have. I haven't used the Mac for anything yet, since I can't sync my work, so there's been no opportunity for the two systems to fight with each other.

[ugarrda]

You were on the right track! I asked Adobe Support to look at my post here. They read your comment and sent me a link to the macOS RoboHelp 2022.3 installer. After a brief dance with error code 146, I got the older version installed and the issue is resolved. The Support folks are going to try to recreate the issue, and if they confirm a bug in 2022.4 with macOS Sonoma, they will work with the product team to resolve it for a future patch version.

RoboHelp updated my .gitconfig file with helper = osxkeychain, which suggests that the requirement of Git Credential Manager mentioned on the Adobe support site is outdated information, especially considering that it links to a blog post from 2020, which contains instructions to install a deprecated version of GCM. But I learned a lot about configuring Git.

Thanks for your guidance!

[ugarrda]

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

[ugarrda]

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.