Troubleshooting Guide
Quick solutions to common issues. Get Finderlock working smoothly on your Mac in minutes.
Finder Extension
Right-click menu not showing
Touch ID Issues
Authentication not working
Unlock Failed
Can't decrypt files
Permissions
Access denied errors
Performance
Slow or high CPU usage
App Won't Open
macOS blocks the app
Files Disappeared
Where did my files go?
Uninstall Safety
Will I lose my files?
Contact Support
We're here to help
Finder Extension Not Showing
Right-clicking on a file doesn't show the Finderlock option in the context menu.
Check Your Version
Make sure you're running the latest version. Check the changelog to see the current release.
To check your version:
Finderlock → About Finderlock
Enable the Extension
The Finder extension must be enabled in System Settings.
Open System Settings
Go to Privacy & Security
Scroll down and click Extensions
Click Added Extensions (or Finder Extensions on older macOS versions)
Find Finderlock and make sure it's checked/enabled
Restart Finder
After enabling the extension, restart Finder or log out and back in.
Option 1: Restart Finder
Right-click Finder icon in Dock → Relaunch
Option 2: Log out
Apple menu → Log Out → Log back in
Still not working?
Contact us at support@finderlock.com and we'll help you troubleshoot further.
Touch ID Not Working
Touch ID prompt doesn't appear or fails to authenticate.
Check Touch ID Settings
Ensure Touch ID is enabled for app authentication in System Settings.
Open System Settings
Go to Touch ID & Password
Verify that "Use Touch ID for" includes app authentication
Add a fingerprint if none are registered
Grant Permissions
Finderlock needs permission to use Touch ID. When prompted, click "Always Allow" for biometric access.
Password Fallback Available
If Touch ID fails, you can use password authentication. Choose "Use Password" when protecting files.
Cannot Unlock Protected Files
Unlock attempts fail or show an error message.
No Password Recovery
If you've forgotten your password, there is no recovery option. By design, the AES-256 encryption cannot be bypassed — not even by us. This is what makes your files truly secure, but it also means your password is the only key.
Wrong Password
Double-check your password. Remember that passwords are case-sensitive. Try typing it in a text editor first to make sure there are no extra spaces or typos.
Check Backups
If the encrypted container is corrupted, check if you have a backup:
iCloud Backup
If enabled in Preferences
Google Drive
If configured
Time Machine
macOS backup
Permission Issues
Finderlock can't access certain files or folders.
Grant Full Disk Access
Protected folders (Documents, Desktop, Downloads) require Full Disk Access permission.
Open System Settings → Privacy & Security
Click Full Disk Access
Click the + button and add Finderlock.app
Restart Finderlock after granting access
Common Access Issues
Make sure the file isn't:
Currently open in another application
Located on a network drive (limited support)
A system file or in a protected system location
Slow Performance
Finderlock is running slowly or using too much CPU.
Large File Encryption
Encrypting files over 1GB can take time depending on your Mac's hardware. This is expected with AES-256 encryption.
Optimize Auto-Lock
If you have many files with aggressive auto-lock timers, consider:
Increasing auto-lock timer intervals
Disabling auto-lock for frequently accessed files
Using manual lock/unlock instead of auto-lock
App Won't Open
macOS shows a warning like "app is damaged" or "can't be opened because Apple cannot check it for malicious software."
Why This Happens
Finderlock is distributed directly (not through the Mac App Store), so macOS Gatekeeper may block it the first time you open it. This is a standard macOS security prompt — the app is fully signed and notarized by Apple.
Right-Click to Open
Instead of double-clicking, right-click (or Control-click) on Finderlock.app and select Open. You'll see a dialog with an "Open" button — click it. You only need to do this once.
Alternative: Use System Settings
If the right-click method doesn't work:
Open System Settings → Privacy & Security
Scroll down — you'll see a message about Finderlock being blocked
Click Open Anyway and confirm
Files Disappeared After Protecting
Your original file seems to be gone after you protected it.
Your files are safe
This is expected behavior. When you protect a file, Finderlock encrypts it and replaces the original with a small placeholder file (with a lock icon). Your actual data is securely stored in an encrypted container.
How It Works
You protect a file → Finderlock encrypts it with AES-256 and stores the encrypted version safely
A placeholder with a lock icon appears in the original location so you know the file is protected
When you unlock the file, the original is fully restored to its exact location
What Happens If I Uninstall Finderlock?
Worried about losing your encrypted files if you remove the app.
Your encrypted files are never deleted
Encrypted containers are stored outside the app sandbox in your Library folder. Uninstalling Finderlock does not remove them.
To Access Your Files Again
Simply reinstall Finderlock. The app will automatically detect your existing encrypted containers and restore your protected items list. You'll just need your passwords to unlock them.
Encrypted containers are stored at:
~/Library/Application Support/finderlock/
Still Need Help?
Can't find a solution? Our support team is ready to assist you.