No longer able to use my Apple ID after upgrade to Catalina

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bobbyclarke Author

Level 1

8 points

No longer able to use my Apple ID after upgrade to Catalina

Posted on Nov 2, 2019 9:41 AM

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Answer 1

Top-ranking reply

Eric Root

Level 10

685,221 points

Nov 2, 2019 10:19 AM in response to bobbyclarke

Are you running any anti - virus programs? Using a VPN?

Try setting up another admin user account in System Preferences/Users & Groups to see if the same problem continues. Please post back on whether or not this worked. Also try the Safe Mode. Please post back on whether or not this worked.

Isolating an issue by using another user account

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If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown. If the log won’t post, try posting it in Pastebin and provide a link in a reply. After pasting the report in a PasteBin page, go to the top of the page, and copy the address in the URL bar. Paste that in a new reply. Pastebin

Etrecheck – System Information

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Answer 2

Eric Root

Level 10

685,221 points

Nov 2, 2019 2:30 PM in response to bobbyclarke

Contact iTunes Support. Either use the form or scroll to the bottom of the page in the 2nd link. Follow through the screens to get a chat or telephone option.

iTunes Support

iTunes Support – world wide

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Answer 3

Eric Root

Level 10

685,221 points

Nov 2, 2019 11:38 AM in response to bobbyclarke

As a test, please try disabling, preferably uninstalling, Avast, restart the computer, and try again. What do you mean by you can't authenticate? Password error?

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Answer 4

Nov 6, 2019 1:04 PM in response to bobbyclarke

I meant I created a new admin account on my iMac this already did the trick.

thx,

Oliver

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Answer 5

bobbyclarke Author

Level 1

8 points

Nov 4, 2019 3:35 PM in response to oliver007

I had to call support and open a new ticket. I suggest you do the same Oliver. This is a known issue. Support remotely took over my system had me download and run a utility that collected information from my system and had me upload it back to Apple. I have another call set up with them tomorrow.

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Answer 6

Eric Root

Level 10

685,221 points

Nov 2, 2019 9:43 AM in response to bobbyclarke

What happens when you try? Error message(s)? More information would help. Where can't you use it?

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Answer 7

Nov 5, 2019 6:48 AM in response to bobbyclarke

I called and I had to create a new account on my iMac. This worked. I think something was wrong with he keychain?

thx,

Oliver

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Answer 8

bobbyclarke Author

Level 1

8 points

Nov 2, 2019 10:00 AM in response to Eric Root

Music (iTunes) error 11556 trying to connect from my Mac that I just upgraded to Catalina. When I put my apple id and password into the store nothing comes back. I also am not able to now connect from my Apple TV, cannot communicate with Apple ID server. I can access iTunes store with my iPhone 8 connected to my home network. From my Firewall.

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Answer 9

bobbyclarke Author

Level 1

8 points

Nov 2, 2019 10:54 AM in response to Eric Root

I’m using Avast on the Mac and no VPN. The AV is not preventing access to logging into the Apple store. My Apple TV does not use AV. I can access the store but I cannot authenticate. Can this be some kind of Keychain issue with the upgrade?

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Answer 10

bobbyclarke Author

Level 1

8 points

Nov 2, 2019 2:11 PM in response to Eric Root

I removed Avast and cold booted my Mac. No change. Attached is a screen shot when I try and purchase a song from Music after an authentication try with my apple account. I also am not able to connect from my Apple TV. The message that comes back is "cannot communicate with Apple ID server." I also did a packet trace of the authentication attempt and following the tcp stream all looks normal. My account is good because I have to log in with it to get to these messages and reply. Again these issues started with the upgrade to Catalina.

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Answer 11

bobbyclarke Author

Level 1

8 points

Nov 5, 2019 7:58 AM in response to oliver007

My gut tells me it is a Keychain issue. I was able to log on to my system with my wife’s account and my apple id worked. When you say you had to create a new account do you mean a totally new account or somehow recreate your account. I have a call with Apple this morning.

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Answer 12

bobbyclarke Author

Level 1

8 points

Nov 2, 2019 2:48 PM in response to Eric Root

Thanks for trying Eric! On hold with iTunes support. Hopefully we can get a resolution. Hard for me to think this is an isolated issue! Thanks again!! Bobby

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Answer 13

Eric Root

Level 10

685,221 points

Nov 2, 2019 3:34 PM in response to bobbyclarke

You are welcome. Good Luck.

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Answer 14

Nov 4, 2019 10:20 AM in response to bobbyclarke

Any news on this? Did you manage to sort it out.

I have the same problem.

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No longer able to use my Apple ID after upgrade to Catalina

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