1 2 Previous Next 15 Replies Latest reply: Jan 22, 2014 2:30 PM by Linc Davis
BigDawg88 Level 1 Level 1 (0 points)

I have repeatedly tried to download Mavericks from the App store. When attempted from the update tab it fails and instructs me to try again from the Purchases tab. When I try it there, I receive an error message that "an error has occurred" and to try again. I have successfully downloaded other apps (both Apple and third party) but Mavericks won't do it.


iMac, OS X Mountain Lion (10.8.5), mid 2011 iMac, SSD, 16 GB ram
  • 1. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    nbar Level 5 Level 5 (6,945 points)

    What model machine are you attempting to download it on?

     

    Try signing out and signing back in.

  • 2. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Old Toad Level 10 Level 10 (115,680 points)

    If you're having problems with the App Store you might try this:

     

    1 - enable the Debug menu in App Store:

     

        • open the Terminal application.

     

        • copy the command below and paste into the Terminal window:

     

    defaults write com.apple.appstore ShowDebugMenu -bool true

     

    followed by Enter.

     

        • launch App Store, login.

     

    2 - select the Debug ➙ Reset Application option:

     

    App StoreScreenSnapz002.jpg

     

    3 - try again.

     

    Another tick that helped some users download Mavericks is this:

     

    Change the language of OS in preferences for any other, reboot your mac, open mac app store and updates would show up. Somehow worked for me and my friends Then you can go back to your orginal language.

     

    OT

  • 3. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Mid 2011 iMac, 10.8.5, SSD, 16 GB RAM

  • 4. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Thanks for your suggestion but sadly this did not fix my problem. As for the language trick, Mavericks shows up in my list of updates, it just doesn't download.

  • 5. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Linc Davis Level 10 Level 10 (118,025 points)

    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.

  • 6. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Thanks for your post. I have followed your directions but have run into a problem. First, the appstore.log doesn't appear under the /var/log heading. The only entry there is alf.log. I did find and entry for appstore.log under the heading ~/Library/Logs but even then it was blank. I hit Clear Display, attempted to downloald again and still nothing has appeared, even after hitting the Reload button.

     

    Thanks for your efforts but I am still no further than my original attempt.

  • 7. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Linc Davis Level 10 Level 10 (118,025 points)

    In the Console window, select All Messages from the SYSTEM LOG QUERIES menu on the left.

       

    Click the Clear Display icon in the toolbar. Then try the action that you're having trouble with again. Select any messages that appear in the Console window. Copy them to the Clipboard by pressing the key combination command-C. Paste into a reply to this message (command-V).

  • 8. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Okay, I cleared the messages, attempted the download and here are the 9 messages generated:

     

    1/20/14 12:50:15.000 PM kernel[0]: Sandbox: ReceiptInstaller(661) deny file-read-data /private/var/root/Library/Preferences/.GlobalPreferences.plist

    1/20/14 12:50:15.990 PM ReceiptInstaller[661]: 3891612: (CGSLookupServerRootPort) Untrusted apps are not allowed to connect to or launch Window Server before login.

    1/20/14 12:50:15.990 PM ReceiptInstaller[661]: kCGErrorRangeCheck: On-demand launch of the Window Server is allowed for root user only.

    1/20/14 12:50:15.990 PM ReceiptInstaller[661]: CGSLookupServerRootPort: Failed to look up the port for "com.apple.windowserver.active" (1100)

    1/20/14 12:50:15.990 PM ReceiptInstaller[661]: kCGErrorRangeCheck: On-demand launch of the Window Server is allowed for root user only.

    1/20/14 12:50:15.990 PM ReceiptInstaller[661]: CGSLookupServerRootPort: Failed to look up the port for "com.apple.windowserver.active" (1100)

    1/20/14 12:50:16.000 PM kernel[0]: Sandbox: ReceiptInstaller(661) deny file-read-data /Library/Preferences/.GlobalPreferences.plist

    1/20/14 12:50:16.000 PM kernel[0]: Sandbox: ReceiptInstaller(661) deny mach-lookup com.apple.windowserver.active

    1/20/14 12:50:16.000 PM kernel[0]: Sandbox: ReceiptInstaller(661) deny mach-lookup com.apple.windowserver.active

     

    Any insight as to what these mean and any resolution would be greatly appreciated.

  • 9. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Linc Davis Level 10 Level 10 (118,025 points)

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step 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, 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.

     

    Step 2

     

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login, by a peripheral device, by a font conflict, or by corruption of the file system or of certain system caches.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards, if applicable. Start up in safe mode and log in to the account with the problem. You must hold down the shift key twice: once when you boot, and again when you log in.

       

    Note: If FileVault is enabled, or if a firmware password is set, or if the boot volume is a software RAID, you can’t do this. Ask for further instructions.

     

    Safe mode is much slower to boot and run than normal, with limited graphics performance, and some things won’t work at all, including sound output and Wi-Fi on certain models. The next normal boot may also be somewhat slow.

     

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

     

    Test while in safe mode. Same problem?

     

    After testing, reboot as usual (not in safe mode) and verify that you still have the problem. Post the results of Steps 1 and 2.

  • 10. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Thank you so much for your continued assistance.

     

    Unfortunately, after following your latest directions, there was no change in the results. I received the same error message after Step 1, Step 2 and the final reboot. It only now occurs to me that I didn't collect the messages recorded in the Console. If I need to repeat each step and collect the Console messages, then I will do that.

     

    Since the purpose of Test 1 was to check the user account, then let me fill in some history there. This computer (iMac 12,2) was purchased used by me just this month. The prior owner had wiped everything from the SSD. It had a default user account named "admin" that I renamed to my name and added my Apple ID to in the System preferences for that account. As I described originally, other things have downloaded fine from the APP Store, just not Mavericks.

     

    For Step 2, the only external device I have attached is a Seagate HD. Detaching it made no difference. In fact I still didn't have it attached for the final reboot after Step 2 with the same errors occuring. If there are third party cards installed (graphics?) then I am not aware of them. The graphics card is the 2 GB AMD Radeon 6970M that was the BTO option from Apple.

     

    Thanks again for your repeated efforts. This is so puzzling as I have two other iMacs that downloaded Mavericks without incident.

  • 11. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Linc Davis Level 10 Level 10 (118,025 points)

    The first thing you should do with a second-hand computer is to erase the internal drive and install a clean copy of OS X. You — not the previous owner — must do that. How you do it depends on the model, and on whether you already own another Mac. If you're not sure of the model, enter the serial number on this page. Then find the model on this page to see what OS version was originally installed.

    1. You don't own another Mac.

    If the machine shipped with OS X 10.4 or 10.5, you need a boxed and shrink-wrapped retail Snow Leopard (OS X 10.6) installation disc, which you can get from the Apple Store or a reputable reseller — not from eBay or anything of the kind. If the machine has less than 1 GB of memory, you'll need to add more in order to install 10.6. I suggest you install as much memory as it can take, according to the technical specifications.

    If the machine shipped with OS X 10.6, you need the installation media that came with it: gray installation discs, or a USB flash drive for some MacBook Air models. If you don't have the media, order replacements from Apple. A retail disc, or the gray discs from another model, will not work.

    To boot from an optical disc or a flash drive, insert it, then reboot and hold down the C key at the startup chime. Release the key when you see the gray Apple logo on the screen.

    If the machine shipped with OS X 10.7 or later, you don't need media. It should boot into Internet Recovery mode when you hold down the key combination option-command-R at the startup chime. Release the keys when you see a spinning globe.

    2. You do own another Mac.

    If you already own another Mac that was upgraded in the App Store to the version of OS X that you want to install, and if the new Mac is compatible with it, then you can install it. Use Recovery Disk Assistant to create a bootable USB device and boot the new Mac from it by holding down the C key at the startup chime. You will need the Apple ID and password that you used to upgrade. Note that if your other Mac was never upgraded in the App Store, you can't use this method.

    Once booted from the disc, the USB device, or Internet Recovery, launch Disk Utility and select the icon of the internal drive — not any of the volume icons nested beneath it. In the Partition tab, select the default options: a GUID partition table with one data volume in Mac OS Extended (Journaled) format. This operation will permanently remove all existing data on the drive, which is what you should do.

    After partitioning, quit Disk Utility and run the OS X Installer. When the installation is done, the system will automatically reboot into the Setup Assistant, which will prompt you to transfer the data from another Mac, its backups, or from a Windows computer. If you have any data to transfer, this is usually the best time to do it.

    You should then run Software Update and install all available system updates from Apple. If you want to upgrade to a major version of OS X newer than 10.6, get it from the Mac App Store. Note that you can't keep an upgraded version that was installed by the previous owner. He or she can't legally transfer it to you, and without the Apple ID you won't be able to update it in Software Update or reinstall, if that becomes necessary. The same goes for any App Store products that the previous owner installed — you have to repurchase them.

    If the previous owner "accepted" the bundled iLife applications (iPhoto, iMovie, and Garage Band) in the App Store so that he or she could update them, then they're linked to that Apple ID and you won't be able to download them without buying them. Reportedly, Apple customer service has sometimes issued redemption codes for these apps to second owners who asked.

    If the previous owner didn't deauthorize the computer in the iTunes Store under his Apple ID, you wont be able to  authorize it under your ID. In that case, contact iTunes Support.

  • 12. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    I appreciate your continued assistance. I only wish I had something positive to report.

     

    I booted using Internet Recovery mode and erased the SSD.

     

    I then reinstalled OS X 10.8.5 using Internet Recovery and set up the machine as if new. I then attempted the download and received the same error as before.

     

    I then retried all your prior instructions, all with no change in results. Here are the Console messages:

     

    1/22/14 11:36:30.416 AM ReceiptInstaller[313]: 3891612: (CGSLookupServerRootPort) Untrusted apps are not allowed to connect to or launch Window Server before login.

    1/22/14 11:36:30.416 AM ReceiptInstaller[313]: kCGErrorRangeCheck: On-demand launch of the Window Server is allowed for root user only.

    1/22/14 11:36:30.416 AM ReceiptInstaller[313]: CGSLookupServerRootPort: Failed to look up the port for "com.apple.windowserver.active" (1100)

    1/22/14 11:36:30.420 AM ReceiptInstaller[313]: kCGErrorRangeCheck: On-demand launch of the Window Server is allowed for root user only.

    1/22/14 11:36:30.420 AM ReceiptInstaller[313]: CGSLookupServerRootPort: Failed to look up the port for "com.apple.windowserver.active" (1100)

    1/22/14 11:36:30.000 AM kernel[0]: Sandbox: sandboxd(314) deny mach-lookup com.apple.coresymbolicationd

    1/22/14 11:36:30.560 AM sandboxd[314]: ([313]) ReceiptInstaller(313) deny file-read-data /private/var/root/Library/Preferences/.GlobalPreferences.plist

    1/22/14 11:36:30.799 AM sandboxd[314]: ([313]) ReceiptInstaller(313) deny file-read-data /Library/Preferences/.GlobalPreferences.plist

    1/22/14 11:36:31.002 AM sandboxd[314]: ([313]) ReceiptInstaller(313) deny mach-lookup com.apple.windowserver.active

    1/22/14 11:36:31.122 AM sandboxd[314]: ([313]) ReceiptInstaller(313) deny mach-lookup com.apple.windowserver.active

    1/22/14 11:36:41.979 AM coreaudiod[163]: Disabled automatic stack shots because audio IO is active

    1/22/14 11:36:42.153 AM coreaudiod[163]: Enabled automatic stack shots because audio IO is inactive

    1/22/14 11:37:08.204 AM com.apple.kextcache[269]: Kernel file /mach_kernel does not contain requested arch: i386

     

    So I'm glad to have a clean install from scratch but am puzzled why this problem persists.

     

    Thanks.

  • 13. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    Linc Davis Level 10 Level 10 (118,025 points)

    That's with a clean install? Nothing restored from a backup?

  • 14. Re: Mavericks will not download from the App store. Repeatedly receive a message that "an error has occurred. Try again"
    BigDawg88 Level 1 Level 1 (0 points)

    Yes, no data transferred at all (I hadn't moved anything off the external yet; I was waiting for Mavericks to get installed etc).

     

    All this time, I've been using wi-fi, except for the Internet Recovery. I had to run a cable down the hallway from the modem to get that to work. So I tried the same thing for the Mavericks download and it worked fine. So I now have Mavericks installed and can download everything else via wi-fi as normal. I don't know why that would make a difference, but my problem is now solved. Thanks so much for your help. If you have any ideas as to why this would make a difference, I would certainly be insterested in hearing them.

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