Feoen

Q: Cannot update pre-installed iLife suite from App Store.

Hello.  My family purchased a new Macbook Air for my sister who is going off to college soon.  We are a long-time user of Apple's products and are normally pleased by their simplicity and ease, but we have come across something entirely perplexing.

 

Her App Store icon said that there are 3 updates available the moment she turned on her new computer.  She registered her MBA with Apple under her Apple ID.  She set iTunes to use her Apple ID, and did the same with the App Store.

 

However, when she clicks on the update button, types her Apple ID and password into the prompt, and hits enter, it says something like, "You must first purchase this software to receive this update."

 

We were thrown for a loop.  We looked up GarageBand, iMovie, and iPhoto in the App Store, and it says that they are installed on her machine already.  Her Support Account says that her MBA is registered to her Apple ID, etc.


After trying everything we could find, I found this "answer":

 

https://discussions.apple.com/message/15453853#15453853

 

Long story short: The iLife Suite gets its updates from Software Update, while the individual apps get their updates from the App Store.

 

We have run Software Update, and it says there are no updates available for her software at this time.  Despite this, the App Store says there are updates for the software.  We have cross-checked the version number of the updates to the currently installed iLife software and the updates available on the App Store are newer versions of the iLife apps.

 

Why is she not able to receive the updates for these applications through Software Update?

 

Thank you for your time.

Posted on Jul 22, 2011 8:53 PM

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Q: Cannot update pre-installed iLife suite from App Store.

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  • by cfnz,

    cfnz cfnz Aug 7, 2011 11:59 AM in response to Dah•veed
    Level 1 (0 points)
    Aug 7, 2011 11:59 AM in response to Dah•veed

    Dah•veed wrote:

     

    It seems that the only real solution to make it right is for Apple to provide redemption codes to allow you to purchase new versions of the apps using your own Apple ID. Why should you have to purchase the apps and wait for Apple to reimburse you?

    I agree and I made a point of asking about redemption codes after reading that someone was offered them on this thread, the reply was that after consultation with a senior advisor "there are no redemption codes that I am able to provide to you".

     

    Ultimately whilst the manor in which the problem was resolved and the length of time it took were perhaps suboptimal, I do have the lastest version of iLife on my Macbook Air now.

     

    It was interesting to read your experience and advice, I'll keep it in mind should I need to use it in the future.

  • by kpharg,

    kpharg kpharg Aug 8, 2011 12:15 PM in response to Feoen
    Level 1 (0 points)
    Aug 8, 2011 12:15 PM in response to Feoen

    This just keeps getting better. Apple Care told me I had to use itunes support.  I got the first email from itunes support and it is identical to the one I got from mac app store support a week ago.  Basicly saying are you sure you used that account.  Yes I am sure.   This is not a good experiance. 

     

    To those that have gotten some resolution what support links are you taking that get you to the right people?

  • by tomashek1,

    tomashek1 tomashek1 Aug 8, 2011 1:21 PM in response to kpharg
    Level 1 (0 points)
    Aug 8, 2011 1:21 PM in response to kpharg

    I have initially called Apple Care, went through couple steps with rep, then he navigated me to itunes support link and asked to submit case online to them. Which I did, then just emailing between itunes rep and me.

    =============

    On the other hand, I wasn't aware that something like Apple Customer Relations even exist.... I would use it for sure if I knew.

  • by kpharg,

    kpharg kpharg Aug 9, 2011 12:41 PM in response to Feoen
    Level 1 (0 points)
    Aug 9, 2011 12:41 PM in response to Feoen

    After a week going from mac app store support to genius bar to Apple Care and back to app store support my problem has been solved. 

     

    I was given redemption codes for iMovie, iPhoto and GarageBand.  

     

    Once a 'senior advisor in the iTunes Store' got involved my problem was solved quickly.

     

    This was a very bad support experiance for me.  Shame on Apple for how this was handled. 

  • by cantab01,Solvedanswer

    cantab01 cantab01 Aug 10, 2011 1:13 AM in response to Feoen
    Level 1 (10 points)
    Aug 10, 2011 1:13 AM in response to Feoen

    This solution from another thread fixed the update problem for me!

     

    https://discussions.apple.com/message/15893851#15893851

  • by shayes287,

    shayes287 shayes287 Aug 10, 2011 5:48 AM in response to cantab01
    Level 1 (10 points)
    Aug 10, 2011 5:48 AM in response to cantab01

    worked for me too!

  • by Dah•veed,

    Dah•veed Dah•veed Aug 10, 2011 7:01 AM in response to cantab01
    Level 7 (34,770 points)
    Mac App Store
    Aug 10, 2011 7:01 AM in response to cantab01

    So your solution is that you bought the app that you are supposed to be getting for free as part of your purchase of a new Mac computer?

  • by Dah•veed,

    Dah•veed Dah•veed Aug 10, 2011 7:40 AM in response to Feoen
    Level 7 (34,770 points)
    Mac App Store
    Aug 10, 2011 7:40 AM in response to Feoen

    From another thread, this has solved the situation for a number of other folks;

    Fix Step by Step

     

    1. Click  > System Preferences

    2. Click "User & Groups"

    3. Click on Your account and look for "Apple ID" under Full name

    4. Click "Set..."  and sign in your account apple id

    5. Click  > App Store..

    6. Click "Sign in" under Quick Link tap (right side)

    7. Click "Update" tap on top

    8. Click update your app

  • by cantab01,

    cantab01 cantab01 Aug 10, 2011 11:03 AM in response to Dah•veed
    Level 1 (10 points)
    Aug 10, 2011 11:03 AM in response to Dah•veed

    No, 'my solution' was to follow the instructions I directed people to in my comment, which you then copied and pasted in your next comment. Doesn't hurt to repeat useful information, so thanks for that.

  • by rufioh,

    rufioh rufioh Aug 10, 2011 11:07 AM in response to Dah•veed
    Level 1 (0 points)
    Aug 10, 2011 11:07 AM in response to Dah•veed

    Yep, this fixed the problem for me - can't believe it was so simple as my Apple ID not having been registered to the machine properly. 

    Also glad I never bothered trying phone support!

    Cheers

  • by Dah•veed,

    Dah•veed Dah•veed Aug 10, 2011 11:43 AM in response to cantab01
    Level 7 (34,770 points)
    Mac App Store
    Aug 10, 2011 11:43 AM in response to cantab01

    Well when I followed your link it went directly to a comment where the guy said that he bought iPhoto to solve the problem.

  • by cantab01,

    cantab01 cantab01 Aug 10, 2011 11:52 AM in response to Dah•veed
    Level 1 (10 points)
    Aug 10, 2011 11:52 AM in response to Dah•veed

    You only have to click on the link to see where it takes you.

     

    I can see that your post was cleverer than mine though - by repeating the information and not attributing it to where it was found (as I had), it stops the annoying person who generated the advice from receiving the credit. You are the expert with 12810 points and I have none  ;-)

  • by tomashek1,

    tomashek1 tomashek1 Aug 10, 2011 1:42 PM in response to Dah•veed
    Level 1 (0 points)
    Aug 10, 2011 1:42 PM in response to Dah•veed

    I went through that step with agent, but that didn't do the trick for me......

  • by Feoen,

    Feoen Feoen Aug 10, 2011 9:37 PM in response to cantab01
    Level 1 (0 points)
    Aug 10, 2011 9:37 PM in response to cantab01

    What do you know, that fixed it.  Incredible.  Thank you for linking to the information.

     

    Strange, though, since I had done this with the Apple Care technician.  I had unlinked the computer and the Apple ID, and then relinked it.  Maybe the App Store got something sorted out on their end.

     

    Anyway, just to make sure, when you do it if your account and Apple ID are already linked, unlink them, and go into the App Store and sign out.  Then reboot the computer.

     

    Then follow the steps exactly as they are, and it should work.

     

    Good show.  I'm glad there is finally a solution.

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