8 Replies Latest reply: Apr 18, 2014 7:53 PM by drevicko
stewjohn Level 1 (0 points)

I got a new Imac about four months ago and it keeps telling me that I have a software update.  When I clik for it to update it says that an error has occurred and the operation was cancelled.  I bought this about 100 days ago and Apple wants to charge me $20 to help fix the problem.

iMac, OS X Mountain Lion (10.8.2)
  • seventy one Level 6 (12,615 points)

    Support for a new product is limited to 90 days, I believe.   If you have Apple care that would have avoided the charges.


    But you may be lucky.   Someone here may recognise the situation and offer a solution through these columns.

  • den.thed Level 7 (25,615 points)

    Can you be more specific about what the error message said...?


    For more, see > OS X: Updating OS X and Mac App Store apps

  • Linc Davis Level 10 (184,365 points)

    If you have more than one user account, these instructions must be carried out as an administrator.

    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. Click Utilities, then Console in the icon grid.

    Select "/var/log/install.log" from the file list. Post the messages from the last installation or update attempt, starting from the time when you initiated it. If you're not sure when that was, start over and note the time.

    Post the log text, please, not a screenshot. If there are runs of repeated messages, post only one example of each. Don’t post many repetitions of the same message.

    When posting a log extract, be selective. Don't post more than is requested.

    Please do not indiscriminately dump thousands of lines from the log into a message.


    Important: Some private information, such as your name, may appear in the log. Edit it out by search-and-replace in a text editor before posting.

  • stewjohn Level 1 (0 points)

    The error message I get is "An error has occurred.  The operation was cancelled.(3072)"  The log reads:


    Dec 16 09:28:05 Johns-iMac.local Software Update[12043]: SUAppStoreUpdateController: start install session with 041-9137, zzzz041-8972

    Dec 16 09:28:05 Johns-iMac.local Software Update[12045]: Acquired Lock: 505, 12043, 0

    Dec 16 09:28:05 Johns-iMac.local Software Update[12043]: SUAppStoreUpdateController: session began for products 041-9137, zzzz041-8972

    Dec 16 09:28:06 Johns-iMac.local Software Update[12045]: Releasing Lock: 505, 12043, 0

    Dec 16 09:28:06 Johns-iMac.local Software Update[12043]: SUAppStoreUpdateController: session ended for products 041-9137, zzzz041-8972

  • Linc Davis Level 10 (184,365 points)

    Please read this whole message before doing anything.

    This procedure is a diagnostic test. It’s unlikely to solve your problem. Don’t be disappointed when you find that nothing has changed after you complete it.

    The purpose of the test is to determine whether your problem is caused by third-party system modifications that load automatically at startup or login.


    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode* and log in to the account with the problem. The instructions provided by Apple are as follows:
    • Shut down your computer, wait 30 seconds, and then hold down the shift key while pressing the power button.
    • When you see the gray Apple logo, release the shift key.
    • If you are prompted to log in, type your password, and then hold down the shift key again as you click  Log in.
    *Note: If FileVault is enabled under OS X 10.7 or later, or if a firmware password is set, or if the boot volume is a software RAID, you can’t boot in safe mode.


    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs. If you connect to your router via Wi-Fi, you may need to use Ethernet.

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.


    Test while in safe mode. Same problem?


    After testing, reboot as usual (i.e., not in safe mode) and verify that you still have the problem. Post the results of the test.

  • klv73 Level 1 (0 points)

    I get exactly the same message in my new iMac and the old one at my office.


    The operation was cancelled.(3072)


    This is got to be some bug. Hopefully Apple will do something about it soon.

    It is annoying.

  • klv73 Level 1 (0 points)

    ...all you need to do is Quit or ForceQuit Safari before you install.



  • drevicko Level 1 (0 points)

    I found that safari was running under a different user, causing this problem.