Failed To Personalise the software update. Please try again

MadMax889 wrote:

Hi all

I am at my wits end with this MacBook Pro M1.

I am never able to install any update that comes. To get into Sonoma (and because i had issues previously updating) i contacted apple and they basically had me reinstall MacOs then update and then restore from my backup. I am not doing this every time an update comes out)

Is there a way to fix this? I have tried a number things including below

1: Safe mode (which does not work)

2: Re-install MacOs completely (works but is not ideal) then restore all my files from a backup.

3: Contact apple support (again said to do above which i did for Sonoma but again for the new update its doing the same issue again)

4: followed the instructions on the Apple website if you get an error installing macOS.

Any help would be grateful as it's driving me insane.

Macbook Pro M1

Sonoma V14 - trying to upgrade to 14.1.1

16GB Ram

1TB Hard Drive (not even half full)

https://discussions.apple.com/content/attachment/8904d891-0517-4a57-9f22-231b8bc4327e

reference—

If an error occurred while updating or installing macOS - Apple Support

alternatively you can try from the Terminal.app copy and paste:

sudo softwareupdate -i -a -R

this will bypass the secure token/owner check from the Software Update pref pane:

-i Install

-a All appropriate updates

-R Automatically restart (or shut down) if required to complete installation)

I got this error in a corporate environment. It turned out ZScaler was blocking it on our network. I had to install ZScaler on the Mac, then exit ZScaler on the Mac to be able to update.

ZScaler also prevented me from getting to the App Store.

I have seen enough reports from others who have tried a clean reinstall (and found it doesn't work) to not spend the many hours this would take me. That this technique ultimately doesn't work is not surprising, since the problem is not due to a corruption within the MacOS system software residing on the drive, but a corruption at the most basic firmware level of the CPU.

Yes, I did also try the "create a new MacOS admin account" trick - but that also didn't work.

A frustrating problem. This MacBook still runs perfectly in every other respect. The only reason I am going for the main board replacement is because it still has a few months of warranty left on it, otherwise it would be a cost-prohibitive solution and I would just live with it stuck at MacOS 13.4.1

Re the most recent posting by "MadMax889" stating:

"I have been playing with this for a while, the issue always seemed to occur/start after I had transferred my data via the transfer wizard...."

This is an interesting observation. I wonder how many people who have this problem (myself included) originally used the data transfer wizard to migrate data and applications from an "old Mac" to a "new Mac".

Clearly there are a number of different causes for the "Failed to personalize the software update..." error. The easiest of these causes to solve is when something is blocking the installer's attempt to authenticate the Mac with Apple's server. Solutions like using a bootable standalone installer, or installing while in "safe mode", helps get around this issue. The cause for the problem MadMax889 and I have encountered is more insidious, likely related to an inability of Apple's software update server to authenticate the Mac's identity buried in the Apple Silicon (or previous T2 chip), causing the server to reject installation of the software update. This latter problem is very difficult to fix - and it seems to me Apple's support people really have no clue how to do this either. Sometimes it can be done with a very complete wipe and "de-registration" of the Mac followed by "reactivation" of the Mac as if from brand new followed by reinstallation of everything manually - there is a complicated Youtube video explaining how to do that. However, if all else fails it requires a main logic board replacement. As to the root cause for why this happens in the first place - just possibly use of "migration assistant" is one cause. Regardless, this seems to me a vulnerability in the Mac system software design the engineers should have anticipated.

I am going to add another data point to this discussion.

I have encountered exactly the same issue, but on an M2 Max MacBook Pro. Absolutely none of the solutions discussed above (or anywhere else for that matter) have solved the problem.

I was instructed by Apple Support to have an Apple service centre perform a "Revive" procedure, though the tech in the service centre warned me this would likely not work either - and he was correct. The only remaining solution is a main logic board replacement, since likely there is a corruption of the security firmware built into the Apple Silicon M2.

Nice going Apple. First computer I've ever owned requiring a main logic board replacement because its own "security" refused to allow an OS upgrade.

Shut down the router, wait a while and restart your router. Before restarting your router, shutdown your Mac. Disconnect all external accessories/devices, and then restart your Mac, in recovery mode. Reinstall macOS. That might clear any problems. If that won't help, then the next best thing is to check at a technical service/Apple store.

I would do a clean reinstall of macOS to see what happens. This involves erasing the disk or bettery yet by a DFU firmware "Restore"....nothing left to lose.

Did you try to create a new admin macOS user account especially after the DFU firmware "Revive"? The new Apple Silicon Macs have a new concept of "Ownership" which complicates things even more which is why I would recommend a DFU firmware Restore.

Unfortunately this is the type of stuff that happens when everything is controlled by a new specialized chip that can become corrupted. I have seen so many issues with the security enclave chip on the Intel Macs, but have seen some things with the Apple Silicon Macs as well (I support thousands of Macs for my organization).

I was only suggesting the clean reinstall as a last ditch effort (DFU firmware Restore preferred) before paying for a repair. It is possible between resetting the security enclave and reinstalling macOS that it may correct the issue. I have encountered a lot of odd quirkiness with the security enclave chip while supporting my organization's Macs. I think the data stored within them just becomes corrupt so a reinstall is necessary for some things since a DFU firmware "Revive" has not resolved many of the problems. For example, sometimes only one of the users is recognized when authenticating to the security enclave chip, other times no users are listed, but instead mysterious UUID's of the various users requiring a game of trying everyone for the password.

I think I only ever encountered one laptop with a Personalization issue, but I don't recall any details.

With a computer under warranty which may be ending soon, then having it repaired seems like the best option, but I'm always concerned about the refurbished board...I've never liked getting refurbished Logic Boards.

Here is the fix:

Create a bootable installer - Apple Support (BH)

Use someone else's internet. Or, call your internet provider.

As your screenshot says, the update, or a part of an update(s) could not be downloaded. An error occurred while downloading, meaning your internet connection got cut off. As leroydouglas mentioned above, try in the Terminal. If that too shows an error, then try using someone else's internet connection. Otherwise, call your internet provider to check your connection.

Have a look here, especially the OP's own answer.

Then, reinstall macOS again. If later, you still can't update, take your Mac to technical service/Apple shop personally.

Also, in the Terminal, read

man softwareupdate

Also, show your Mac to a friend/colleague, knowleadgeble in macOS/Macs.