One Last Punk

Q: can't sign in to App Store, iTunes Store, Messages, or FaceTime…

…but only on my iMac (pinwheel with no error, until force-quit). No trouble using any service on iPhone or other Mac. Issue isn't Apple ID-specific: tried my wife's ID and get the same result. Have tested in Guest user and in Safe Mode. Same results. The only thing that happens in Console when I attempt any of these logins is (obviously, the App Store reference is specific to the attempted login in App Store):

 

2015-10-10 3:06:09.604 PM App Store[2261]: Could not find image named 'NSImage'.

2015-10-10 2:53:16.850 PM accountsd[288]: AIDA Notification plugin running



Strangely, if I use an incorrect password with my ID, I get an immediate "Your Apple ID or password is incorrect", and then Console says:

 

2015-10-10 3:00:47.671 PM App Store[1922]: Unknown class FRToolbar in Interface Builder file at path /System/Library/PrivateFrameworks/StoreUI.framework/Resources/Base.lproj/FRStor eViewController.nib.

2015-10-10 3:00:47.825 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:47.830 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:47.851 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:47.853 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:48.835 PM storeaccountd[363]: -[PushServiceStoreDispatch getEnabledMediaTypesWithReply:]

2015-10-10 3:00:48.839 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:48.842 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:48.844 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

2015-10-10 3:00:48.846 PM storeaccountd[363]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

 

This sort of thing is way beyond me.

 

Any advice?

iMac (27-inch, Late 2013), OS X El Capitan (10.11), null

Posted on Oct 10, 2015 11:19 AM

Close

Q: can't sign in to App Store, iTunes Store, Messages, or FaceTime…

  • All replies
  • Helpful answers

Page 1 of 3 last Next
  • by brenden dv,

    brenden dv brenden dv Oct 10, 2015 2:09 PM in response to One Last Punk
    Community Specialists
    Oct 10, 2015 2:09 PM in response to One Last Punk

    Hello One Last Punk, 

     

    I'm sorry to hear you are having these issues with your Mac. Even though you aren't getting one of the specified error messages (or in this case, no error message at all), if you are having sign-in issues across multiple Apple ID services on that one specific computer, you may find the troubleshooting steps outlined in the following article helpful:

     

    Get help signing in to Messages, FaceTime, and Game Center - Apple Support

     

    Regards 

  • by ralmgren,

    ralmgren ralmgren Oct 11, 2015 4:51 AM in response to brenden dv
    Level 1 (1 points)
    Oct 11, 2015 4:51 AM in response to brenden dv

    I have exactly the same problem as described by the original poster. Logging into any Apple service fails from this one computer, though the same account works from other computers. There is no error message; the app just hangs and must be killed with Cmd-Opt-Esc. The linked page is of no help at all. I have tried deleting all .plist files, all cache directories, and everything else I can find. Any suggestions?

  • by goethesf,

    goethesf goethesf Oct 11, 2015 9:56 AM in response to ralmgren
    Level 1 (0 points)
    Oct 11, 2015 9:56 AM in response to ralmgren

    I've just added my newly purchased and 10.11 upgraded Macbook Air to my Apple account (I have two iMacs, one on 10.11 and the other on 10.10.x.x).

     

    On my Macbook Air, I've tried to install a previously purchased piece of software and am seeing the same connection error:

     

    Oct 11 09:53:53 kernel[0]: Sandbox: storeaccountd(304) deny(1) mach-lookup com.apple.backupd.sandbox.xpc

    Oct 11 09:53:53 storeaccountd[304]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid

    Oct 11 09:53:53 kernel[0]: Sandbox: storeaccountd(304) deny(1) mach-lookup com.apple.backupd.sandbox.xpc

    Oct 11 09:53:53 storeaccountd[304]: XPC error for connection com.apple.backupd.sandbox.xpc: Connection invalid



    Thoughts?


    -G

  • by One Last Punk,

    One Last Punk One Last Punk Oct 11, 2015 11:03 AM in response to goethesf
    Level 1 (0 points)
    Oct 11, 2015 11:03 AM in response to goethesf

    I think we're getting to the point of "known issue". I'm expecting contact from Apple Engineering soon, and hope it'll be worked out.

  • by danallen46,

    danallen46 danallen46 Oct 16, 2015 8:10 AM in response to One Last Punk
    Level 1 (5 points)
    Oct 16, 2015 8:10 AM in response to One Last Punk

    I am having this problem on 10.10.5 on a MacBook Pro 13" RD (Early 2015).  I have reset the App Store app from its debug menu, deleted every cache file there is, read through logs, and it appears that the problem is that the storeaccountd cannot decrypt incoming bytes.  I get to the point of the software updates being downloaded, and I end up with zero byte long packages and the downloads terminate.  It is not my local network because several other Macs running 10.10.5 in my house download software updates without any problems.  Only one Mac fails.

  • by One Last Punk,

    One Last Punk One Last Punk Oct 16, 2015 12:17 PM in response to danallen46
    Level 1 (0 points)
    Oct 16, 2015 12:17 PM in response to danallen46

    Let's hope that give Engineering something to work with.

  • by ralmgren,

    ralmgren ralmgren Oct 18, 2015 6:15 AM in response to One Last Punk
    Level 1 (1 points)
    Oct 18, 2015 6:15 AM in response to One Last Punk

    Well, I really hope that they can come up with something. For me, the symptom is that I cannot log in with my Apple account either in Software Update, or in the iCloud System Preferences entry. Thus it is not a problem with any particular app, but with the login process itself. I can log in with the same account through the Web, and with those applications from a different machine. There must be some saved preference or cache file that is blocking it, but I am at a complete loss which it might be.

  • by danallen46,

    danallen46 danallen46 Oct 18, 2015 9:44 AM in response to ralmgren
    Level 1 (5 points)
    Oct 18, 2015 9:44 AM in response to ralmgren

    That is different from what I had.  It was that the Mac App store would begin to download an update but immediately stop with zero bytes downloaded. 

     

    I fixed my problem by upgrading the 10.10.5 (Yosemite) MacBook Pro to 10.11 (El Capitan).  Now the updates process fine.  Good luck with your problem!

  • by Aussie Nic,

    Aussie Nic Aussie Nic Oct 31, 2015 12:48 AM in response to One Last Punk
    Level 1 (0 points)
    Oct 31, 2015 12:48 AM in response to One Last Punk

    Hi OLP,

     

    Have you had any luck resolving this?  I have the same issue and spent 2 hrs on the phone with Apple today with no luck.  The went through First Aid, reloaded iTunes and El Capitan.

     

    I'd love to hear you have a solution.

     

    Nic

  • by NorMac_Perth,

    NorMac_Perth NorMac_Perth Oct 31, 2015 1:49 AM in response to One Last Punk
    Level 1 (0 points)
    Oct 31, 2015 1:49 AM in response to One Last Punk

    I'm having this problem too, on my iMac. It started immediately after installing el capitan. I have no problems on my iPhone or iPad.

  • by ralmgren,

    ralmgren ralmgren Oct 31, 2015 10:50 AM in response to Aussie Nic
    Level 1 (1 points)
    Oct 31, 2015 10:50 AM in response to Aussie Nic

    I also spent about two hours on the phone last weekend with a senior engineer from Apple support. He had me reboot to safe mode, also remove all outside kernel modules and other software that might be affecting anything. No luck. He had me grab a network log which we sent to Apple network engineers. The support engineer and I have been playing phone tag all week (their model assumes you are sitting next to your phone ready to engage whenever they are free). One of his phone messages said they "have a few more things to try" which does not sound very definitive.

     

    I am getting quite annoyed because my machine is only partly functional (Keynote documents edited on a more recent system will not open on this one until it is updated), and the problem is clearly on Apple's side. I have now engaged some pretty senior support resources who seem to have no answers, and I don't like to have to spend my time helping them to figure it out.

  • by One Last Punk,

    One Last Punk One Last Punk Oct 31, 2015 11:37 AM in response to ralmgren
    Level 1 (0 points)
    Oct 31, 2015 11:37 AM in response to ralmgren

    Yeah, the Apple guys are very pleasant and clearly want to help, but they don't seem to know what's going on here at all. The latest suggestion is "install the OS on a partition and see if the issue persists".

  • by ralmgren,

    ralmgren ralmgren Nov 3, 2015 8:19 AM in response to One Last Punk
    Level 1 (1 points)
    Nov 3, 2015 8:19 AM in response to One Last Punk

    I just spent another 45 minutes with a "senior support engineer" and that is exactly my impression. He said the network guys who looked at my trace said I had Avast antivirus, which I do not. We tried a bunch of things with absolutely no effect. He suggested it might be hardware, except I get the same behavior on the wireless and the wired connection. He made the same suggestion about "install a new version on a partition."

     

    I have noticed that if I give an incorrect password along with my Apple ID, then I very quickly get a response "incorrect name or password." Only if I have the correct name and password does it hang. To me that is pretty clear that something is wrong on Apple's side.

     

    These guys really seem to have no idea what is going on. I am getting more and more frustrated. For example Keynote or Numbers files that have been edited on an updated machine cannot be opened on this machine, because it is one minor version behind. This machine is getting less and less useful, and no one is compensating me for the time I spend with these guys guessing ways to fix it.

  • by One Last Punk,

    One Last Punk One Last Punk Nov 3, 2015 9:12 AM in response to ralmgren
    Level 1 (0 points)
    Nov 3, 2015 9:12 AM in response to ralmgren

    Yeah. I'm busy and I charge a lot for my time. Pretty soon it's gonna be time to just send me a new Mac.

Page 1 of 3 last Next