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All replies
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Helpful answers
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Dec 14, 2015 12:46 PM in response to vanw@ssby jason269,Hello, Hugues.
Thank You for visiting Apple Support Communities.
I understand you are unable to update your MacBook Pro to 10.11.2. Let's try updating your Mac in a new user for testing purposes. Here are the steps on how to create a new user and update with that user account. You will need to sign in with your Apple ID when logging into the new user account.
How to test with another user account
You can figure out if unexpected behavior is related to user file or setting by trying to reproduce the issue from another user account. This process includes creating a new user account, logging in to it, and testing for the issue.
Create a test user account
- From the Apple menu, choose System Preferences.
- Click the Users & Groups icon in the System Preferences window.
- Click the lock icon, then enter an administrator name and password.
- Click the Add button (+) below the list of users.
- Choose a type of user from the New Account pop-up menu.
- Give the user a full name, account name, and password.
- Click OK.
- Close the System Preferences window.
If there are documents from your original user account that you want to test with, place a copy of these items in the Shared folder in the Users folder. Press the Option key while dragging a file to this folder to create a copy.
Log in to the test user account
Log out of your current user account by choosing Log Out from the Apple menu, then log in to the new account you created.
How to test an issue in another user account on your Mac
Download OS X El Capitan 10.11.2 Combo Update
Please let me know the results.
Cheers
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Dec 15, 2015 7:53 AM in response to jason269by vanw@ss,Hi Jason,
Thanks for the quick reply.
I tried to install under a fresh account : same result :-(I had to recover again.
Any other idea?
Thanks again for your help.
Hugues
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Dec 15, 2015 3:00 PM in response to vanw@ssby jason269,vanw@ss,
Can you create a backup of your system and then try an erase and install? I will included the steps on how to backup your system just incase.
Erase your drive and install OS X
Generally you don't need to erase your startup disk to reinstall OS X. The OS X Installer is designed to allow you to perform an install in place over the same version or earlier versions of OS X. If you're transferring your Mac to a new owner, you might want to erase your built-in startup disk before reinstalling OS X.
Important: Before you erase and reinstall, back up your important files. If you’re using a MacBook, MacBook Air, or MacBook Pro, make sure the power adapter is connected and plugged in while performing these steps.
You can use these steps to erase the files on your startup disk and install a new copy of OS X:
- Before you begin, make sure your Mac is connected to the Internet.
- Restart your Mac. Immediately hold down the Command (⌘) and R keys after you hear the startup sound to start up in OS X Recovery.
- When the Recovery window appears, select Disk Utility then click Continue.
- Select the indented volume name of your startup disk from the left side of the Disk Utility window, then click the Erase tab.
- If you want to securely erase the drive, click Security Options. Select an erase method, then click OK.
- From the Format pop-up menu, select Mac OS Extended (Journaled). Type a name for your disk, then click Erase.
- After the drive is erased, close the Disk Utility window.
- If you’re not connected to the Internet, choose a network from the Wi-Fi menu.
- Select the option to Reinstall OS X.
- Click Continue and follow the onscreen instructions to reinstall OS X.
Additional options
If you want to reinstall the version of OS X that came with your Mac, or if you need to reformat your entire startup disk, hold down Command-Option-R at startup instead. This starts your Mac from Internet Recovery.
If you have more than one partition (like Boot Camp) and you want to erase the entire startup disk, you can use Disk Utility to remove partitions or repartition your drive. Start your Mac from Internet Recovery, then use Disk Utility to repartition your startup disk before you erase it. Make sure you back up any important data from all partitions before repartitioning a drive.
How to reinstall OS X on your Mac
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Dec 16, 2015 6:33 AM in response to jason269by vanw@ss,Jason,
We're still out of luck :-/
I followed your instructions:
1° Back-up to Time Machine drive
2° Erase startup partition
3° Install El Capitan
4° Apply updates.
All this was OK.I then opened migration assistant to get apps, settings and data back from the Time machine back-up.
Migration went on but stayed endlessly at the end (progress bar at 100%) of the process! :-(
So I recovered again... and I'm back to 10.11.1 again.Any other idea?
Thanks again.
Hugues
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Dec 16, 2015 7:00 AM in response to vanw@ssby Scott Logsdon,I've had the white screen of death happen on 2 different macs and with the 10.11.2 update as well.
Restart from the recover partition. Run Disk First Aid.
Quit and restart in SAFE MODE (hold down shift key during startup).
Run the El Capitan installer again.
This is what worked for me on two different machines.
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Dec 16, 2015 10:41 AM in response to vanw@ssby jason269,Hugues,
Thanks for the follow-up. Scott's post directly above would be my next recommendation. If this doesn't resolve the issue, please reach out to us via phone for further options.
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Dec 16, 2015 11:09 AM in response to vanw@ssby Dstokes111,Once you have the computer restored to factory settings with 10.11.2 installed, rather than run Migration Assistant to transfer files - Connect the external hard drive and navigate to backups.db. From there go to the most recent backup on the backup bundle and drag the User folder to your desktop. You have successfully copied your data to the new computer. I would suggest manually reinstalling Applications that you may need fresh from installer.
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Dec 17, 2015 8:30 AM in response to jason269by vanw@ss,Jason,
I tried with the shift (safe startup) trick as well without better luck.
Actually, the migration process ends up well but, after the needed restart, the process barremains stuck at 100%.
This clearly indicates my account is somehow corrupted...Reistalling apps and settings doesn't seem an interesting option for me.
Shouldn't I better wait for update 10.11.3 and see what happens then?
Hugues
PS: Thank you to Scott and Dstokes111 for their input.
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Dec 20, 2015 7:20 AM in response to vanw@ssby jason269,Hugues,
I would reach out to us via phone to further troubleshoot this issue.
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Dec 26, 2015 9:18 AM in response to Eric Rootby vanw@ss,Hi Eric,
Combo update trick didn't make it
Thanks anyway.Hugues
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Dec 26, 2015 9:26 AM in response to jason269by vanw@ss,Jason,
I called Apple's French speaking European support.
Summarized: they suck!
Detailed:
They first asked my e-mail and mobile phone number in case of line drop. OK.
The support guy then asked for my problem. I asked him to read this Apple support topic to avoid repeating my story again.
He refused.
So I explained my problem, being interrupted by 'ordinogram' qustions every 10 seconds. This took 15 minutes...
And the guy clearly didn't have a single clue to solve it...Then the line dropped!
.
.
.
.
And the guy never called / e-mail back ;-)
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Dec 26, 2015 9:41 AM in response to vanw@ssby vanw@ss,Today, I eventually made my way to 10.11.2! :-)
But not sure how the magic happened...
Create 'temp' account - Back-up - restart - erase startup partition - safe restart - install 10.11.2 update.
Login with 'temp' account - create new 'original' user account.
Under 'temp' account, migrate apps - switch to 'original account - restart.
Under 'temp' account, migrate (override) 'original' library - switch to 'original' account - restart.
Under 'temp' account, migrate (override) all other user 'original' stuff - switch to 'original' account - restart.
Done!
Everything seems to be back and working...
Let's cross fingers.
Hugues
