macOS | TrustFailure Error (Authentication failed, see inner exception.)

Modified on Tue, 26 Dec 2023 at 01:34 PM

Some pilots running CrewLounge PILOTLOG on macOS encounter the following error:

Error Connect: TrustFailure, Error: TrustFailure (Authentication failed, see inner exception.)

The issue is caused by an outdated DST Root CA X3 certificate on your macOS.  It will not only prevent the desktop application from connecting with our cloud server, but also the login to My CrewLounge (login here). Basically, you cannot visit any websites that use Let’s Encrypt certificates. 

Macs running macOS 10.12 or later do not have problems with the expiration of this certificate. Windows users can follow the instructions from this publication.

Background information:  read here

How to resolve?

You have to install the new ISRG Root X1 certificate.  Follow these steps:

1) Download the new certificate

Download the "isrgrootx1.der" certificate that you find at the bottom of this article.

2) Search KeyChain Access

Open Spotlight Search, either:

  • by clicking the magnifying glass icon from the menu bar 
  • or, by pressing the combination ⌘ [space] (the Command key together with the Space bar)

and type "keychain access"

3) Open Keychain Access

Open the Keychain Access app and select the System item on the left side under 'System Keychains'.  Make sure to not select 'System Roots'.

4) Install the certificate

Drag-and-drop the new certificate (that you downloaded in Step 1) to the list in the Keychain Access app.  If you are prompted to authorize this step, enter your Mac's user password or fingerprint.

5) Trust the certificate

Double-click the certificate in the list.  Click the triangle icon to expand the Trust section.

Set the “When using this certificate” setting to “Always Trust”.  If you are prompted to authorize this step, enter your Mac's user password or fingerprint.

All done!  You can close the Keychain Access app and launch the CrewLounge PILOTLOG app.  Allow the app to complete the sync.  This may take a bit of time on the first start.

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