pastormatt03

Q: Any suggestions for iMac not installing updates and the App Store showing 1 but also a blank screen? Also the preview app keeps freezing.

Have been trying to update my software but although the app store icon says that there is 1 update the screen for the App store is blank. I have since downloaded 10.9.3 but it gets stuck on Preparing OS X Update. Do not have a recent software disc so I cannot run Disk Utility, but when I try to verify permissions and the disk it says that they are fine. Is there a corrupt file I have that needs to be replaced?

Posted on May 20, 2014 11:57 PM

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Q: Any suggestions for iMac not installing updates and the App Store showing 1 but also a blank screen? Also the preview app keeps fr ... more

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  • by pastormatt03,

    pastormatt03 pastormatt03 May 21, 2014 12:05 AM in response to pastormatt03
    Level 1 (0 points)
    May 21, 2014 12:05 AM in response to pastormatt03

    All App Store screens are blank. It is "not responding" on the finder applications window.

  • by baltwo,Helpful

    baltwo baltwo May 21, 2014 5:12 AM in response to pastormatt03
    Level 9 (62,256 points)
    May 21, 2014 5:12 AM in response to pastormatt03

    Boot into recovery mode, CMD+R, and run Disk Utility from there.

  • by pastormatt03,

    pastormatt03 pastormatt03 May 21, 2014 8:22 AM in response to baltwo
    Level 1 (0 points)
    May 21, 2014 8:22 AM in response to baltwo

    Thank you baltwo. I ran Disk Utility in Recovery mode and found 1 file that would not be repaired. An SUID file. "System/Library/CoreServices/RemoteManagement/ARDAgent.app/Contents/MacOS/ARDAg ent" has been modified and will not be repaired." Whatever the issue it seems that it is not great enough for the Disk Utility to find.

  • by Linc Davis,

    Linc Davis Linc Davis May 21, 2014 8:36 AM in response to pastormatt03
    Level 10 (208,037 points)
    Applications
    May 21, 2014 8:36 AM in response to pastormatt03

    1. If you haven't already done so since this started, log out and log back in, or restart the computer. Then try again.

    2. Otherwise, if you're using "LittleSnitch" or any similar third-party software that blocks outgoing network connections, remove or disable it according to the developer's instructions and test.

    3. If possible, connect to a different network and test.

  • by baltwo,

    baltwo baltwo May 21, 2014 1:08 PM in response to pastormatt03
    Level 9 (62,256 points)
    May 21, 2014 1:08 PM in response to pastormatt03

    pastormatt03 wrote:

    I ran Disk Utility in Recovery mode and found 1 file that would not be repaired. An SUID file.

    That indicates you repaired permissions and not the disk. You can ingnore those reports for now. Rerun Disk Utiity, selecting Repair DIsk.

  • by pastormatt03,

    pastormatt03 pastormatt03 May 21, 2014 10:45 PM in response to baltwo
    Level 1 (0 points)
    May 21, 2014 10:45 PM in response to baltwo

    Ran the Disk Utility, even though it said that it "appears to be OK" and I am still encountering the same issue.

     

    Not running Littlesnitch or any other 3rd party software that blocks outgoing connections.

     

    Also tried another network, but no use. Since I can download the update externally and it gets stuck on installation, I assume that it isn't network related but a file on my computer.

     

    Any other suggestions would be helpful.

     

    Thanks.

  • by Linc Davis,

    Linc Davis Linc Davis May 21, 2014 10:51 PM in response to pastormatt03
    Level 10 (208,037 points)
    Applications
    May 21, 2014 10:51 PM in response to pastormatt03

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step is to determine whether the problem is localized to your user account.

     

    Enable guest logins* and log in as Guest. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

     

    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

     

    Test while logged in as Guest. Same problem?

     

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

     

    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

     

    Step 2

     

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login, by a peripheral device, by a font conflict, or by corruption of the file system or of certain system caches.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards, if applicable. Start up in safe mode and log in to the account with the problem. You must hold down the shift key twice: once when you turn on the computer, and again when you log in.

       

    Note: If FileVault is enabled, or if a firmware password is set, or if the startup volume is a Fusion Drive or a software RAID, you can’t do this. Ask for further instructions.

     

    Safe mode is much slower to start up and run than normal, with limited graphics performance, and some things won’t work at all, including sound output and Wi-Fi on certain models. The next normal startup may also be somewhat slow.

     

    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, restart as usual (not in safe mode) and verify that you still have the problem. Post the results of Steps 1 and 2.

  • by baltwo,

    baltwo baltwo May 21, 2014 10:53 PM in response to pastormatt03
    Level 9 (62,256 points)
    May 21, 2014 10:53 PM in response to pastormatt03

    Boot into recovery mode and reinstall the OS.

  • by pastormatt03,

    pastormatt03 pastormatt03 May 21, 2014 11:41 PM in response to Linc Davis
    Level 1 (0 points)
    May 21, 2014 11:41 PM in response to Linc Davis

    Since not set up Filevault or Find My Mac no issues.

     

    Completed Step 1: same problem of blank app screen and stuck during install from downloaded file

     

    Completed Step 2: it took a bit longer to complete as things ran slower but still the same issue as before.

     

    Restarted again and same issue. Also noticed that the mail app on the dock was not noting mail. When I clicked on it, it stated that it was not compatable with the current OS. Seems like there may have been an issue with a previous update of the system software.

     

    Thanks for your help so far, any other suggestions?

  • by Linc Davis,

    Linc Davis Linc Davis May 22, 2014 12:00 AM in response to pastormatt03
    Level 10 (208,037 points)
    Applications
    May 22, 2014 12:00 AM in response to pastormatt03
  • by pastormatt03,

    pastormatt03 pastormatt03 May 22, 2014 1:18 AM in response to Linc Davis
    Level 1 (0 points)
    May 22, 2014 1:18 AM in response to Linc Davis

    The Combo update gets hung up on the same place as the simple update.

  • by Linc Davis,Helpful

    Linc Davis Linc Davis May 22, 2014 8:43 AM in response to pastormatt03
    Level 10 (208,037 points)
    Applications
    May 22, 2014 8:43 AM in response to pastormatt03

    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 log list on the left. If you don't see that list, select

    View Show Log List

    from the menu bar at the top of the screen.

    The contents of the log will appear on the right. Each log message begins with a timestamp. Select the messages from the time of the last installation or update attempt. If you're not sure when that was, click the Clear Display button in the toolbar of the Console window and then try the installation again. Select the new messages that appear.

    Copy the messages to the Clipboard by pressing the key combination command-C. Paste into a reply to this message (command-V).

    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 don't indiscriminately dump thousands of lines from the log into this discussion.

    Please don't post screenshots of log messages—post the text.

    ☞ Some private information, such as your name, may appear in the log. Anonymize before posting. You may need to use a text editor with search and replace, such as TextEdit.

  • by pastormatt03,

    pastormatt03 pastormatt03 May 29, 2014 8:29 AM in response to Linc Davis
    Level 1 (0 points)
    May 29, 2014 8:29 AM in response to Linc Davis

    Thanks for the detailed action plan. I have posted below the results, checking that no personal information was listed. The installer application still gets hung up at the preparing OSX Update Combined.

     

    May 29 05:25:51 unknown045453016b38 Installer[78214]: LSExceptions [0x7f9300e0de40] loaded

    May 29 05:25:51 unknown045453016b38 Installer[78214]: @(#)PROGRAM:Install  PROJECT:Install-846

    May 29 05:25:51 unknown045453016b38 Installer[78214]: @(#)PROGRAM:Installer  PROJECT:Installer-721

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Hardware: iMac12,2 @ 2.70 GHz (x 4), 12288 MB RAM

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Running OS Build: Mac OS X 10.9.2 (13C64)

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: PATH=/usr/bin:/bin:/usr/sbin:/sbin

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: TMPDIR=/var/folders/ps/5jxqs5bs4vx1kbq93kff3yy40000gn/T/

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: SHELL=/bin/bash

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: HOME=/Users/gazelle

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: USER=gazelle

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: LOGNAME=gazelle

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: SSH_AUTH_SOCK=/tmp/launch-FcodCQ/Listeners

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: Apple_PubSub_Socket_Render=/tmp/launch-FHRR4p/Render

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: COMMAND_MODE=unix2003

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: __CHECKFIX1436934=1

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Env: __CF_USER_TEXT_ENCODING=0x1F5:0:0

    May 29 05:25:51 unknown045453016b38 Installer[78214]: OS X Update Combined  Installation Log

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Opened from: /Volumes/OS X 10.9.3 Update Combo/OSXUpdCombo10.9.3.pkg

    May 29 05:25:51 unknown045453016b38 Installer[78214]: Product archive /Volumes/OS X 10.9.3 Update Combo/OSXUpdCombo10.9.3.pkg trustLevel=501

    May 29 05:25:51 unknown045453016b38 Installer[78214]: IFDCC: padded OS update package with 1341440

    May 29 05:25:57 unknown045453016b38 Installer[78214]: InstallerStatusNotifications plugin loaded

    May 29 05:26:01 unknown045453016b38 Installer[78214]: LSExceptions [0x7f9300e0de40] unloaded

    May 29 05:26:03 unknown045453016b38 runner[78219]: Administrator authorization granted.

    May 29 05:26:05 unknown045453016b38 Installer[78214]: =============================================================================== =

    May 29 05:26:05 unknown045453016b38 Installer[78214]: User picked Standard Install

    May 29 05:26:05 unknown045453016b38 Installer[78214]: Choices selected for installation:

    May 29 05:26:05 unknown045453016b38 Installer[78214]:           Install: "OS X Update Combined"

    May 29 05:26:05 --- last message repeated 1 time ---

    May 29 05:26:05 unknown045453016b38 Installer[78214]:                     OSXUpdCombo10.9.3.pkg#OSXUpdCombo10.9.3.pkg : combo : 1.0.0.0.1.1306847324

    May 29 05:26:05 unknown045453016b38 Installer[78214]: =============================================================================== =

    May 29 05:26:05 unknown045453016b38 Installer[78214]: It took 0.00 seconds to summarize the package selections.

    May 29 05:26:05 unknown045453016b38 Installer[78214]: Will do post-logout install for package with trust 501

  • by pastormatt03,

    pastormatt03 pastormatt03 May 30, 2014 8:37 AM in response to pastormatt03
    Level 1 (0 points)
    May 30, 2014 8:37 AM in response to pastormatt03

    Looking for more suggestions to correct the problem. Any thoughts?

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