Cannot install any software updates on either of my Macs

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star_scapes Author

Level 1

8 points

Cannot install any software updates on either of my Macs

So my question has multiple parts I guess.

I have both a 2017 iMac and a 2020 MacBook Air.

iMac - Running Catalina 10.15.6

Approx 800 GB free storage

MacBook Air - running Catalina 10.15.7

Approx 180GB free storage

Since I bought the iMac in 2017, I have never been able to install any software updates without huge effort. I ended up not getting Mojave at all, and went straight from High Sierra to Catalina after hours on to Apple Support.

I bought the MacBook Air in 2020 direct from the online store, did the usual upgrades when I first turned it on, and since then, have not been able to do any further updates.

I have spent hours at this point on several occasions talking to Apple Support and no one seems to be able to figure it out.

I have enough storage free, enough memory, a solid internet connection.

System Preferences > Software Update is telling me Big Sur is available and when I click 'Upgrade Now' a pop up instantly appears saying 'Installation failed an error occurred while installing the selected updates'. This happens on BOTH computers.

I have tried downloading from the App Store on both, and the same error.

I can't find anything on either computer to suggest the updates have actually downloaded, never mind ready to install, I've checked the Cache library, LaunchPad, Applications folder, everything.

When I had this problem with the iMac it was easy to think I had just had bad luck with the computer and it's glitchy in some way, but to buy a second Mac 3 years later and have the exact same problem, just feels like it can't be a coincidence.

Just today I was able to install Catalina 10.15.7 on the MacBook Air because of a link I found on these forums to the software rather than through System Update or the App Store.

I've tried installing in safe mode, in recovery mode, I've reinstalled Catalina through Recovery mode in the hopes that I would then be able to update to Big Sur, and still, 'Installation failed'.

Does anybody have any ideas?

Honestly, at this point I'm so disillusioned with Apple computers because in 4 years I've not once been able to install something on my own. It surely should not be this hard?

iMac 21.5″, macOS 10.15

Posted on May 16, 2021 12:04 PM

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Answer 1

Top-ranking reply

Luis Sequeira1

Level 9

74,154 points

May 16, 2021 12:49 PM in response to star_scapes

There are only three possible causes for this and you’ve already shown that the first (lack of drive space) does not apply.

The other two are: a problem with the network (these are large downloads and a poor connection may cause them to fail); AND a software conflict. Do you have any “cleaners” or “antivirus”? Uninstall them.

Please run Etrecheck and post its full report here.

Use the “additional text” button and paste the report into the text box. Then we can look at the report and maybe find stuff that could be causing the problem.

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Answer 2

Old Toad

Level 10

216,196 points

May 16, 2021 2:17 PM in response to star_scapes

Download and run Etrecheck. Etrecheck is a diagnostic tool that was developed by one of the most respected users here in the ASC and recommended by Apple Support to provide a snapshot of the system and help identify the more obvious culprits that can adversely affect a Mac's performance.

IMPORTANT:

Before running Etrecheck assign Full Disk Access to Etrecheck in the Etrecheck's Privacy preference pane so that it can get additional information from the Console and log files for the report:

Also click and read the About info to further permit full disk access.

Copy the report

and use the Additional Text button to include the report in your reply.

Then we can examine the report and see if we can determine what might be causing the problem.

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Answer 3

Owl-53

Level 10

104,269 points

May 17, 2021 8:03 AM in response to star_scapes

Two cents here - Totally Agree on @Luis S - Assessment and Solution. A Totally Clean Install from Bootable Installer. But before considering, do the 3-2-1 Rescue Plan. 3 Backups via 2 Methods and 1 Off Site. Time Machine one method, Bootable Clone second method and either a TM Backup and / or Bootable Clone Off Site. It may appear overkill but will save an extended Down Time should a disaster strike.

Out of interest - the MBA 2020 - how were the outdated softwares manage to onto the newish MBA - Migration Assist. As Luis suggested - if doing the Ultra Clean Install " migrate only the user accounts ".

Best of luck on whatever direction is chosen.

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Answer 4

May 17, 2021 7:49 AM in response to star_scapes

Looking at the report from the Air, I see that you have a lot of old stuff.

Do you really use divx in 2021? I thought this was dead and buried.

Silverlight, on the other hand, is dead.

Kernel Extensions:

/Library/Extensions

[Not Loaded] HuaweiDataCardDriver.kext - com.Huawei.driver.HuaweiDataCardDriver (4.0.8)

[Not Loaded] hp_fax_io.kext - com.hp.kext.hp-fax-io (5.28.0 - SDK 10.12)

[Not Loaded] hp_Inkjet9_io_enabler.kext - com.hp.print.hpio.Inkjet9.kext (2.11.0 - SDK 10.12)

[Not Loaded] JMicronATA.kext - com.jmicron.JMicronATA (1.1.6)

Startup Items:

HWNetMgr Path: /Library/StartupItems/HWNetMgr

HWPortDetect Path: /Library/StartupItems/HWPortDetect

Do you need any of the above? Startup Items probably don't even work, I think they were deprecated in Yosemite or so.

I think you should take this as an opportunity.

Make sure to have solid backups.

Install a clean system, on an empty external drive to be safe. Migrate just your accounts and nothing else.

For the future, make a note to always take advantage of at least every major OS upgrade to start fresh. Backup, erase, install and migrate only the user accounts. This keeps all the e-mail, photos, music, documents and so and none of the extra software you may have installed years ago and that could break at any time, especially on a new OS.

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Answer 5

Owl-53

Level 10

104,269 points

May 16, 2021 2:10 PM in response to star_scapes

Totally agree with @Luis S on the "AntiVirus " and "Cleaners " issue. Have seen numerous persons swear it was not the case and even some claim if they deactivate either during the download process - still get the Failures. That and VPNs can cause havoc and interfere with with the downloading by whatever means.

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Answer 6

star_scapes Author

Level 1

8 points

May 17, 2021 5:08 AM in response to Old Toad

EtreCheck Report - MacBook Air

Thanks so much for the really helpful replies!

I previously did have Avast installed but I uninstalled it months ago... there seems to be 1 remnant of it left on my drive, says its an app but when I attempt to open it, it won't open as it's damaged or incomplete. I can't move it to trash. I don't know if that's relevant here but that's what I discovered on my searches last night.

I've done the Etrecheck on the MacBook Air but still have to log onto my iMac to run the check there.

Thanks again

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Answer 7

star_scapes Author

Level 1

8 points

May 17, 2021 11:23 AM in response to Owl-53

I should admit I'm not especially tech savvy. When I bought the MBA 2020, I just used the migrate assistant tool to copy over everything from my iMac to the MBA. It was probably unnecessary in reality as I don't keep anything on the MBA if I can help it, all documents photos etc are on the cloud only. The laptop was meant to stay uncluttered - obviously I failed in that regard without even realising it but I've taken the chance today to remove all the outdated stuff I didn't even realise was there.

I'm a week out from payday and have been threatening to buy a new external hard drive for too long, I think my hand is finally being forced. Will be my first purchase next week, back ups and clean install then at that stage I think is the only option. Obviously Catalina is working just fine for me but at this stage it's a source of complete frustration more than anything that I can't figure it out. Thanks for the help, I really do appreciate it.

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Answer 8

star_scapes Author

Level 1

8 points

May 17, 2021 11:26 AM in response to Luis Sequeira1

Really appreciate you taking the time to go through the report and offer so much advice.

I've removed the extensions and startup items - to be honest I didn't even know they were there. I used the Migrate Assist when I bought the laptop and they obviously copied over from the 2017 iMac which I freely admit I haven't kept as clean as I probably should have.

I've to buy a new external hard drive when I get paid next week. It's been on my to-do list for a long time and I've just kept putting it off but I can't any longer. Backups and clean install will have to take place then, if I manage it.

Thanks again, I really do appreciate the help.

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