dogger136

Q: I can't sign into the app store.

Can't sign into the App Store or iTunes just get the spinning cog. I have uninstalled all anti virus software, I am not running Snitch or anything else like it....and I am tearing my hair out. Any help please. I last updated something on the 31st Oct, after the last El Capitan update and I haven't installed anything since.

Posted on Nov 11, 2015 6:08 AM

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Q: I can't sign into the app store.

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  • by D.Cohen,

    D.Cohen D.Cohen Nov 11, 2015 6:19 AM in response to dogger136
    Level 6 (8,424 points)
    Desktops
    Nov 11, 2015 6:19 AM in response to dogger136

    Open the Go menu with the Option (Alt) key pressed - Library - Preferences. Locate the 'com.apple.appstore.plist' file and move it to the Trash. After that, restart your Mac and open the App Store.


    Try Safe Boot:


    - Shut down your Mac

    - Wait until your computer turns off and after that press the Power button

    - Right after you hear the startup tone, press and hold the Shift key

    - Release the Shift key when you see a grey Apple sign and the progress bar below this sign

    - After your Mac boots up, restart it as you usually do.

     


  • by Linc Davis,

    Linc Davis Linc Davis Nov 11, 2015 12:31 PM in response to dogger136
    Level 10 (207,978 points)
    Applications
    Nov 11, 2015 12:31 PM in response to dogger136

    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 and start typing the name.

    The title of the Console window should be All Messages. If it isn't, select

              SYSTEM LOG QUERIES â–¹ All Messages

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

              View â–¹ Show Log List

    from the menu bar at the top of the screen.

    Click the Clear Display icon in the toolbar. Then take an action that isn't working the way you expect. Select any lines 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 by pressing command-V.

    The log contains a vast amount of information, almost all of which is irrelevant to solving any particular problem. When posting a log extract, be selective. A few dozen lines are almost always more than enough.

    Please don't indiscriminately dump thousands of lines from the log into this discussion.

    Please don't post screenshots of log messages—post the text.

    Some private information, such as your name or email address, may appear in the log. Anonymize before posting.

    When you post the log extract, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

    If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

  • by jukkafrombrisbane,

    jukkafrombrisbane jukkafrombrisbane Nov 11, 2015 9:33 PM in response to Linc Davis
    Level 1 (0 points)
    Nov 11, 2015 9:33 PM in response to Linc Davis

    I can't sign in to the app store. I've reset my password twice, tried safe boot, run Onyx compatible with El Capitan 10.11.1. I just get the spinning sticks, and then I have to force quit to get out of it. The problem appeared after the update to El Capitan.

     

    Following your advice re Console, this is what I got:

     

    12/11/2015 3:17:41.147 PM App Store[579]: Unknown class FRToolbar in Interface Builder file at path /System/Library/PrivateFrameworks/StoreUI.framework/Resources/Base.lproj/FRStor eViewController.nib.

    12/11/2015 3:17:45.556 PM sandboxd[133]: ([307]) softwareupdated(307) deny system-fsctl 0x682f

    12/11/2015 3:17:45.835 PM sandboxd[133]: ([307]) softwareupdated(307) deny system-fsctl 0x682f

    12/11/2015 3:17:46.126 PM sandboxd[133]: ([307]) softwareupdated(307) deny system-fsctl 0x682f

    12/11/2015 3:17:48.636 PM pkd[305]: releasing plug-in hold 480BD821-0630-41A7-BE52-C7B8E3724B8A at client's request

    12/11/2015 3:17:49.234 PM App Store[579]: Could not find image named 'NSImage'.

    12/11/2015 3:18:00.783 PM accountsd[292]: AIDA Notification plugin running

    12/11/2015 3:18:37.007 PM CalendarAgent[285]: [com.apple.calendar.foundation.accounts] [An OAuth token doesn't exist for icondsn@gmail.com (47AE2847-72E1-4E9A-9CF7-839C96EF3800).]

    12/11/2015 3:18:37.835 PM CalendarAgent[285]: [com.apple.calendar.foundation.accounts] [An OAuth token doesn't exist for icondsn@gmail.com (47AE2847-72E1-4E9A-9CF7-839C96EF3800).]

    12/11/2015 3:18:38.008 PM CalendarAgent[285]: [com.apple.calendar.store.log.caldav.coredav] [Refusing to parse response to PROPPATCH because of content-type: [text/html; charset=UTF-8].]

    12/11/2015 3:18:38.009 PM CalendarAgent[285]: [com.apple.calendar.foundation.accounts] [An OAuth token doesn't exist for icondsn@gmail.com (47AE2847-72E1-4E9A-9CF7-839C96EF3800).]

    12/11/2015 3:18:38.196 PM CalendarAgent[285]: [com.apple.calendar.store.log.caldav.coredav] [Refusing to parse response to PROPPATCH because of content-type: [text/html; charset=UTF-8].]

    12/11/2015 3:18:40.577 PM Dock[279]: LaunchPad: __53-[LPAppManager(StoreSupport) _acceptStoreConnection:]_block_invoke app store xpc message error: Connection invalid

    12/11/2015 3:18:40.588 PM com.apple.xpc.launchd[1]: (com.apple.appstore.19552[579]) Service exited due to signal: Terminated: 15

    12/11/2015 3:18:40.608 PM storeassetd[382]: -[__NSDictionary0 downloads]: unrecognized selector sent to instance 0x7f8f2a601fb0

    12/11/2015 3:18:40.608 PM storeassetd[382]: <NSXPCConnection: 0x7f8f2a5efd40> connection to service named com.apple.CommerceKit.TransactionService: Warning: Exception caught during decoding of received reply to message 'performPurchases:withBundleIDsToAdopt:legacyAppsToGrant:withOptions:replyBlock :', dropping incoming message and calling failure block.

     

    Exception: -[__NSDictionary0 downloads]: unrecognized selector sent to instance 0x7f8f2a601fb0

    12/11/2015 3:19:45.748 PM apsd[77]: Push provisioning protocol error, push is now disabled

    12/11/2015 3:19:45.748 PM apsd[77]: Couldn't find activation record in response dict

    12/11/2015 3:19:45.748 PM apsd[77]: <APSCertificateManager: 0x7f9daa60dad0>: Failed to get client cert on attempt 8, will retry in 900 seconds

    12/11/2015 3:19:46.795 PM apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/2015 3:19:47.814 PM apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/2015 3:19:48.875 PM apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/2015 3:19:49.903 PM apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/2015 3:19:50.939 PM apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

     

    Any ideas?

     

    Thanks

  • by dogger136,

    dogger136 dogger136 Nov 11, 2015 11:58 PM in response to Linc Davis
    Level 1 (0 points)
    Nov 11, 2015 11:58 PM in response to Linc Davis

    Thanks D. Cohen for your reply.....I followed your instructions and tried to sign on the App Store....this is the result that showed in the console.....any clues as to what is wrong gratefully appreciated...thanks

     

     

    12/11/15 08:53:06,802 App Store[2804]: Unknown class FRToolbar in Interface Builder file at path /System/Library/PrivateFrameworks/StoreUI.framework/Resources/Base.lproj/FRStor eViewController.nib.

    12/11/15 08:53:36,354 App Store[2804]: Could not find image named 'NSImage'.

    12/11/15 08:53:41,530 apsd[77]: Push provisioning protocol error, push is now disabled

    12/11/15 08:53:41,530 apsd[77]: Couldn't find activation record in response dict

    12/11/15 08:53:41,531 apsd[77]: <APSCertificateManager: 0x7ffdc250c350>: Failed to get client cert on attempt 8, will retry in 900 seconds

    12/11/15 08:53:42,605 apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/15 08:53:43,676 apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/15 08:53:44,748 apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/15 08:53:45,820 apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/15 08:53:46,893 apsd[77]: Hardware SerialNumber "unknown" looks incorrect or invalid

    12/11/15 08:53:49,726 accountsd[269]: AIDA Notification plugin running

  • by Roger Wilmut1,

    Roger Wilmut1 Roger Wilmut1 Nov 12, 2015 12:34 AM in response to dogger136
    Level 9 (78,228 points)
    iTunes
    Nov 12, 2015 12:34 AM in response to dogger136

    Various odd behaviour has been reported, including claims that an application was purchased on another computer when it wasn't, and allegedly corrupted update downloads. It's possible that this sign in problem is a manifestation of this, though I've not seen anyone else complain of this particular issue.

  • by dogger136,

    dogger136 dogger136 Nov 12, 2015 6:38 AM in response to Roger Wilmut1
    Level 1 (0 points)
    Nov 12, 2015 6:38 AM in response to Roger Wilmut1

    I had an alert that said a programme had been downloaded from another computer and to use it on this one sign in.....except I can't....:( It seems significant that that programme 'Memory Clean' was the last programme that updated successfully, since then I can't sign in to App Store or Apple Store.

  • by Roger Wilmut1,

    Roger Wilmut1 Roger Wilmut1 Nov 12, 2015 6:36 AM in response to dogger136
    Level 9 (78,228 points)
    iTunes
    Nov 12, 2015 6:36 AM in response to dogger136

    The 'other computer' message seems to be a manifestation of the problem which started last night, and which seems to be cause by an expired security certificate. This has allegedly been dealt with; your inability to sign in may be something else local to you. I just tried signing out in iTunes and signing in again, and had no problems doing that, for what that's worth. I'll put out a 'Batcall' for an expert on these logs, hopefully someone will respond.

  • by Linc Davis,

    Linc Davis Linc Davis Nov 12, 2015 6:42 AM in response to dogger136
    Level 10 (207,978 points)
    Applications
    Nov 12, 2015 6:42 AM in response to dogger136

    Follow these instructions to display the machine's serial number. If the number is missing or invalid according to this web form, take the machine to an Apple Store or other authorized service center to have the problem corrected.

  • by dogger136,

    dogger136 dogger136 Nov 12, 2015 7:41 AM in response to Roger Wilmut1
    Level 1 (0 points)
    Nov 12, 2015 7:41 AM in response to Roger Wilmut1

    I've been looking at expired certificates in keychain access. I do not have keychain enabled by the way. I noticed that one certificate expired on 28th Oct which is pretty close to when I couldn't sign in. It is 'VeriSign Class 1 individual Subscriber CA - G2'. Now I am not a techie but wondered if this could be something to do with it and if it is can I renew it?

  • by Roger Wilmut1,

    Roger Wilmut1 Roger Wilmut1 Nov 12, 2015 7:56 AM in response to dogger136
    Level 9 (78,228 points)
    iTunes
    Nov 12, 2015 7:56 AM in response to dogger136

    I don't really know how certificates work, though I would have assumed it was up to the source end - e.g. Apple - to keep them up to date. In any case the various other problems which have been reported seem to have arisen from an Apple certificate which was allowed to expire at 21:58:01 GMT yesterday (November 11th, and so around 1400 in EST) according to this report:

     

    http://www.theguardian.com/technology/2015/nov/12/apple-user-anger-mac-apps-brea k-security-certificate-lapse

     

    Your problem appears to be something different, and I don't know what the certificate you quote would be.

  • by Steve Mills,

    Steve Mills Steve Mills Nov 12, 2015 8:43 AM in response to dogger136
    Level 1 (30 points)
    Nov 12, 2015 8:43 AM in response to dogger136

    Mine has been acting weird for at least a week. The only icon at the top that is enabled is Updates. I can't click Featured, Categories, etc. These menu items in the Store menu are disabled; Sign Out, View My Account, Check for Unfinished Downloads, as well as the same 4 items that have icons at the top of the window.

     

    I can't launch some apps (Cathode) that I've purchased through the store. When trying to launch 1Password from the 1Password menu (so the background app *is* running) I get this:

     

    “1Password” was purchased using the App Store on another computer. To use “1Password” on this computer, sign in using the Apple ID and password used to purchase it.

     

    I *am* signed in using the same account. Trying to launch 1Password from its menu results in this in Console:

     

    2015/11/12 10:35:15.999 1Password[4548]: Failed to validate receipt Contents/_MASReceipt/receipt -- file:///Applications/1Password.app/, <OPAppStoreReceipt: 0x608000222980, No Receipt>

    2015/11/12 10:35:16.002 storeassetd[2263]: AssetServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f980372a150> connection from pid 2236 with interface <AssetServiceInterface: 0x7f98034295c0> (PID 2236)

    2015/11/12 10:35:16.002 storeassetd[2263]: addOperation <FetchReceiptOperation: 0x7f980340d630>{name = '(null)'}

    2015/11/12 10:35:16.095 sandboxd[186]: ([2263]) storeassetd(2263) deny file-read-data /dev

    2015/11/12 10:35:16.581 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f88f1c3d0> connection from pid 2263 with interface <AccountServiceInterface: 0x7f9f88f47f70> (PID 2263)

    2015/11/12 10:35:16.582 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f8b106100> connection from pid 2263 with interface <AccountServiceInterface: 0x7f9f8b100370> (PID 2263)

    2015/11/12 10:35:16.584 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f8b2260f0> connection from pid 2263 with interface <AccountServiceInterface: 0x7f9f8b254d80> (PID 2263)

    2015/11/12 10:35:16.585 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f88f32360> connection from pid 2263 with interface <AccountServiceInterface: 0x7f9f88f388f0> (PID 2263)

    2015/11/12 10:35:16.588 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f8b3143c0> connection from pid 2263 with interface <AccountServiceInterface: 0x7f9f8b3154a0> (PID 2263)

    2015/11/12 10:35:16.589 com.apple.CommerceKit.TransactionService[4508]: TransactionServiceDelegate: Accepting new connection <NSXPCConnection: 0x7fdc60f0c720> connection from pid 2263 with interface <TransactionServiceInterface: 0x7fdc60f15020> (PID 2263)

    2015/11/12 10:35:16.591 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f88f23e50> connection from pid 4508 with interface <AccountServiceInterface: 0x7f9f88f204e0> (PID 4508)

    2015/11/12 10:35:16.592 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f88d63d30> connection from pid 4508 with interface <AccountServiceInterface: 0x7f9f88d63fd0> (PID 4508)

    2015/11/12 10:35:16.593 storeuid[4219]: UIServiceDelegate: Accepting new connection <NSXPCConnection: 0x7fdee9e48960> connection from pid 4508 with interface <UIServiceInterface: 0x7fdee9e67d30> (PID 4508)

    2015/11/12 10:35:16.602 storeaccountd[1662]: AccountServiceDelegate: Accepting new connection <NSXPCConnection: 0x7f9f88c1d930> connection from pid 4219 with interface <AccountServiceInterface: 0x7f9f88c194c0> (PID 4219)

  • by Steve Mills,

    Steve Mills Steve Mills Nov 12, 2015 9:36 AM in response to Steve Mills
    Level 1 (30 points)
    Nov 12, 2015 9:36 AM in response to Steve Mills

    Ack. Never mind my issues. Here at work, the admin had recently added a Profile to the System Prefs that limited what we could do, including doing most things on the Mac App Store. Since I'm a dev, I can't be saddled with goofy corporate policies, so he deleted it for me. Issues solved. Except Cathode still isn't launching. I might need a reboot to fix that one, for some reason.

  • by dogger136,

    dogger136 dogger136 Nov 12, 2015 11:32 PM in response to D.Cohen
    Level 1 (0 points)
    Nov 12, 2015 11:32 PM in response to D.Cohen

    Thanks for your suggestions....unfortunately neither of those worked.

  • by dogger136,

    dogger136 dogger136 Nov 12, 2015 11:35 PM in response to Linc Davis
    Level 1 (0 points)
    Nov 12, 2015 11:35 PM in response to Linc Davis

    Thanks for that although it's not really helpful. Does that mean that the problems in the log were massive or you can't see any problems? Thanks

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