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KB-7981: Identify Preference (Certificate) prevents Microsoft Office applications from authenticating.

App Access Service ,  

21 December,16 at 04:26 PM

Applies to: 

Centrify Identity Service, App Edition


A user is unable authenticate to Office 2016 app(s) on a Mac during first time use.  When signing into the application, ZSO is attempted, but the screen is white/blank and the application cannot be used.  The issue occurs with the current build of Office 2016 for Mac.


A ZSO certificate is present in the Keychain which prevents the login from completing.




To correct this issue, an administrator should complete the following steps:

1.  Close all Office Applications
2.  Open Keychain Access
3.  Search for <your tenant>ZSO
4.  Delete that Certificate (Identity Preference Certificate)
5.  Reopen the Office Application and sign in

For additional information not covered in this guide or troubleshooting assistance, please review Centrify Online Help or visit the Customer Support Portal at

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