DrizzyGadget

Q: Apps won't update "An error has occurred"

I have 4 apps that won't update from the Mac App Store (iMovie, iPhoto, Xcode and Pocket). When I click Update it fails and I get an error that says "App failed to download, Use the Purchases page to try again." I've tried to update for about a month after restarting and also tried on a different wifi network (heard somewhere that might work), but have been unsuccessful.

MacBook Pro (13-inch Late 2011), OS X Mountain Lion (10.8.5)

Posted on Jan 6, 2014 1:28 PM

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Q: Apps won't update "An error has occurred"

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  • by Dah•veed,

    Dah•veed Dah•veed Jan 6, 2014 1:31 PM in response to DrizzyGadget
    Level 7 (34,770 points)
    Mac App Store
    Jan 6, 2014 1:31 PM in response to DrizzyGadget

    Restart in Safe Mode and see if you can complete the downloads.

     

    http://support.apple.com/kb/HT1564

  • by apad201,

    apad201 apad201 Jan 6, 2014 1:32 PM in response to DrizzyGadget
    Level 2 (482 points)
    Jan 6, 2014 1:32 PM in response to DrizzyGadget

    Are you sure the newest versions of the software are compatible with your OS? You may want to try updating to Mavericks.

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 6, 2014 1:55 PM in response to Dah•veed
    Level 1 (0 points)
    Jan 6, 2014 1:55 PM in response to Dah•veed

    Tried in Safe Mode but with the same result, error couldn't download. Also, I am on Mavericks 10.9

  • by Linc Davis,

    Linc Davis Linc Davis Jan 6, 2014 5:39 PM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 6, 2014 5:39 PM in response to DrizzyGadget

    Launch the Console application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Console in the icon grid.

    Select

    /var/log ▹ appstore.log

    from the hierarchical list on the left. If you don't see that list, select

    View Show Log List

    from the menu bar. Then select the messages from the last installation or update attempt, starting from the time when you initiated it. If you're not sure when that was, click the Clear Display button in the toolbar of the Console window and then try the installation again.

    Copy the messages to the Clipboard by pressing the key combination command-C. Paste into a reply to this message (command-V).

     

    If there are runs of repeated messages, post only one example of each. Don’t post many repetitions of the same message.

    When posting a log extract, be selective. Don't post more than is requested.

    Please do not indiscriminately dump thousands of lines from the log into this discussion.

     

    Important: Some private information, such as your name, may appear in the log. Edit it out by search-and-replace in a text editor before posting.

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 6, 2014 8:44 PM in response to Linc Davis
    Level 1 (0 points)
    Jan 6, 2014 8:44 PM in response to Linc Davis

    I hope this helps:

     

    Jan  6 22:25:36 ***-MacBook-Pro.local App Store[2240]: FRNavigationController: User moved forward from <FRNavigationItem: 0x60000025ac70> webView=primary provisionalURL=https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewGrouping?cc=us&id=29520&m t=12 finalURL=https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewGrouping?cc=us&id=29520&m t=12 to <FRNavigationItem: 0x60800024a080> webView=updates provisionalURL=https://su.itunes.apple.com/WebObjects/MZSoftwareUpdate.woa/wa/viewSoftwareUpdat es finalURL=https://su.itunes.apple.com/WebObjects/MZSoftwareUpdate.woa/wa/viewSoftwareUpdat es

     

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: UpdateController: Starting SoftwareUpdate scan with forceFullScan=0 launchedFromNotification=0

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: UpdateQueue: Using available-software-updates-extended key for update queue

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: UpdateController update scan progress at -1.000000

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: Logged "UpdateQueueRequstBody"

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: ISStoreURLOperation: Starting URL operation with url=(null) / bagKey=available-software-updates-extended

     

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: -[ISStoreURLOperation _runURLOperation]: _addStandardQueryParametersForURL: https://su.itunes.apple.com/WebObjects/MZSoftwareUpdate.woa/wa/availableSoftware UpdatesExtended

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: UpdateController update scan progress at 2.500000

    Jan  6 22:25:36 ***-MacBook-Pro.local App Store[2240]: FRStoreViewController: Discarded delayed initial load of updates because the view has already commited an initial load

     

    Jan  6 22:25:36 ***-MacBook-Pro.local storeagent[320]: UpdateQueue: Setting hasBeenSeenByUser for all updates

     

    Jan  6 22:25:38 ***-MacBook-Pro.local storeagent[320]: UpdateController update scan progress at 20.000000

    Jan  6 22:25:43 --- last message repeated 56 times ---

     

    Jan  6 22:25:45 ***-MacBook-Pro.local storeagent[320]: UpdateController: update scan completed

    Jan  6 22:25:45 ***-MacBook-Pro.local storeagent[320]: UpdateController update scan progress at -1.000000

    Jan  6 22:26:15 --- last message repeated 1 time ---

  • by Linc Davis,

    Linc Davis Linc Davis Jan 6, 2014 11:45 PM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 6, 2014 11:45 PM in response to DrizzyGadget

    Please read this whole message before doing anything.
      
    This procedure is a diagnostic test. It won’t solve your problem. Don’t be disappointed when you find that nothing has changed after you complete it.
       
    The purpose of this test is to determine whether the problem is localized to your user account. Enable guest logins* and log in as Guest. Don't use the Safari-only “Guest User” login created by “Find My Mac.”
       
    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.
       
    Test while logged in as Guest. Same problem?
         
    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.
      
    *Note: If you’ve activated “Find My Mac” or FileVault in OS X 10.7 or later, then you can’t enable the Guest account. The "Guest User" login created by "Find My Mac" is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 7, 2014 6:33 AM in response to Linc Davis
    Level 1 (0 points)
    Jan 7, 2014 6:33 AM in response to Linc Davis

    I created a guest user account and tried to update while logged in as guest and got the same problem. So it doesn't look like it's tied to my user account.

  • by Linc Davis,

    Linc Davis Linc Davis Jan 7, 2014 8:13 AM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 7, 2014 8:13 AM in response to DrizzyGadget

    Have you tried to update or install any other apps during this time?

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 7, 2014 11:25 AM in response to Linc Davis
    Level 1 (0 points)
    Jan 7, 2014 11:25 AM in response to Linc Davis

    Parrallels desktop was the last program I downloaded but that wasn't from the App Store and I had these update errors before I got that program.

  • by Linc Davis,

    Linc Davis Linc Davis Jan 7, 2014 4:15 PM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 7, 2014 4:15 PM in response to DrizzyGadget

    Please post another extract from the log as before, but this time choose All Messages from the query menu.

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 7, 2014 4:36 PM in response to Linc Davis
    Level 1 (0 points)
    Jan 7, 2014 4:36 PM in response to Linc Davis

    All messages from

    /var/log ▹ appstore.log after I try to update the applications?

  • by Linc Davis,

    Linc Davis Linc Davis Jan 7, 2014 4:44 PM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 7, 2014 4:44 PM in response to DrizzyGadget

    No. All Messages at the top of the query list. Please do not post all the messages in the log; only the new ones that appear when you try to update in the App Store.

  • by DrizzyGadget,

    DrizzyGadget DrizzyGadget Jan 7, 2014 4:58 PM in response to Linc Davis
    Level 1 (0 points)
    Jan 7, 2014 4:58 PM in response to Linc Davis

    Here's what I got. I noticed that Pocket, one of the apps that won't update, downloaded 1.3mb of the 5.3mb update before failing.

     

    1/7/14 6:49:55.485 PM com.apple.launchd.peruser.501[164]: (com.apple.Finder[6506]) Job appears to have crashed: Illegal instruction: 4

     

    1/7/14 6:49:55.891 PM Google Drive[3078]: Failed to send: -609

     

    1/7/14 6:50:06.747 PM ReportCrash[6510]: Saved crash report for Finder[6506] version 10.9.1 (10.9.1) to /Users/admin/Library/Logs/DiagnosticReports/Finder_2014-01-07-185006_Dres-MacBo ok-Pro.crash

     

    1/7/14 6:50:06.830 PM ReportCrash[6510]: Removing excessive log: file:///Users/admin/Library/Logs/DiagnosticReports/Finder_2014-01-07-182927_Dre s-MacBook-Pro.crash

     

    1/7/14 6:51:20.223 PM com.apple.SecurityServer[25]: Killing auth hosts

     

    1/7/14 6:51:20.223 PM com.apple.SecurityServer[25]: Session 100052 destroyed

     

    1/7/14 6:51:28.849 PM storeagent[3094]: Error:-42408 File:/SourceCache/Pisa/Pisa-232.2/iTunes Protocol/iTunes Store Framework/HashedDownloadProvider.m Line:505

     

    1/7/14 6:51:28.853 PM storeagent[3094]: Error:-42408 File:/SourceCache/Pisa/Pisa-232.2/iTunes Protocol/iTunes Store Framework/HashedDownloadProvider.m Line:505

  • by Linc Davis,

    Linc Davis Linc Davis Jan 7, 2014 5:10 PM in response to DrizzyGadget
    Level 10 (208,000 points)
    Applications
    Jan 7, 2014 5:10 PM in response to DrizzyGadget

    Quit Google Drive and see whether there's an improvement. If not, see below.

     

    In the Console window, look under User Diagnostic Reports for crash reports related to the crashed process (Finder.) The report name starts with the name of the process, and ends with ".crash". Select the most recent report and post the entire contents — again, the text, not a screenshot. In the interest of privacy, I suggest that, before posting, you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if it’s present (it may not be.) Please don’t post other kinds of diagnostic report — they're very long and not helpful.

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