Cannot Update System Software via App Store or Download

Question

PETERBBERLIN Author

Level 1

8 points

Cannot Update System Software via App Store or Download

Hi,

(I am new in this forum and hope the below is sufficient for others to understand my problem)

ever since I own my Macbook Pro I have a massive problem to update system software via the App store or by

downloading update files from the apple support pages (e.g. osxupdcombo10.11.2.dmg).

The ONLY way for me to update system software is via reinstallation (command-R during boot process) of the

system via web, which i, in my case, a time-consuming 5 hour procedure each and every time.

In the appstore, the need for updates is shown, but when I click the respective install button, the installation requirements

are briefly "calculated" for 2-5 secs and then the process stops without installing anything.

When I download the .dmg file from the support page, I can convert it to a .pkg file and start installation. The process runs

me through the entire list of topics needed to install (accept terms, select installation location etc. etc.) asks me to restart....but then

nothing happens/happened: The old system version continues to operate my MacBook. Using the "Command-R-Start-up" re-installation procedure

each time I slowly migrated from Lion to Yosemite to El Capitain (now at 10.11.2), but this is for sure to the proper way.

I was in touch with the local (German) Apple support hotline. They even had access to my computer to monitor what I do and how my problem

appears on screen, however, they were unable to help and the then promised call back by the service person never arrived.

Recently I was able to solve an issue of not being able to delete any cards in "Contacts" by following a detailed recipe posted by Linc Davis in this forum.

Thus I thought that Linc or anyone else in the forum could help me with my update problems.

Thanks in advance

PETERBBERLIN

MacBook Pro (Retina, 15-inch, Mid 2014), OS X El Capitan (10.11.2)

Posted on Jan 22, 2016 6:54 AM

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Answer 1

Linc Davis

Level 10

209,739 points

Jan 22, 2016 6:51 PM in response to PETERBBERLIN

Please launch the Console application in any one 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 and start typing the name.

The title of the Console window should be All Messages. If it isn't, select

SYSTEM LOG QUERIES ▹ All Messages

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.

Click the Clear Display icon in the toolbar. Then take an action that isn't working the way you expect. Select any lines that appear in the Console window. Copy them to the Clipboard by pressing the key combination command-C. Paste into a reply to this message by pressing command-V.

The log contains a vast amount of information, almost all of which is irrelevant to solving any particular problem. When posting a log extract, be selective. A few dozen lines are almost always more than enough.

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 or email address, may appear in the log. Anonymize before posting.

When you post the log extract, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

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Answer 2

PETERBBERLIN Author

Level 1

8 points

Jan 24, 2016 7:58 AM in response to Linc Davis

Dear Linc

I am really grateful for any help you can provide and hope they work as well as your advice wrt the modifications required to enable corrections in my "Contacts" cards. The following is the console listing showing what happened after

- opening the App Store

- searching for updates and finding the recommendation to update to El Capitain 10.11.3

- clicking just that one update button (neglecting other buttons to update RAW files, printer driver or Recovery Update)

----------------

24.01.16 16:47:33,438 WindowServer[180]: send_datagram_available_ping: pid 223 failed to act on a ping it dequeued before timing out.

24.01.16 16:47:38,205 App Store[756]: Unknown class FRToolbar in Interface Builder file at path /System/Library/PrivateFrameworks/StoreUI.framework/Resources/Base.lproj/FRStor eViewController.nib.

24.01.16 16:47:39,764 storeaccountd[465]: -[PushServiceStoreDispatch getEnabledMediaTypesWithReply:]

24.01.16 16:47:52,000 kernel[0]: hfs: mounted Recovery HD on device disk0s3

24.01.16 16:47:52,090 mds[66]: (Volume.Normal:2464) volume:0x7fb8a3051c00 ********** Bootstrapped Creating a default store:0 SpotLoc:(null) SpotVerLoc:(null) occlude:0 /Volumes/Recovery HD

24.01.16 16:47:52,106 mdworker32[707]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,110 mdworker[729]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,110 mdworker[730]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,110 mdworker[735]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,112 mdworker[736]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,113 mdworker[734]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,117 mdworker[760]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,118 mdworker[737]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,118 mdworker32[708]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,120 mdworker[695]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,120 mdworker[692]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,121 mdworker[696]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,121 mdworker[741]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,122 mdworker[745]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,122 mdworker[742]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,124 mdworker[748]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,125 mdworker[749]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,126 mdworker[693]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,126 mdworker[750]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,126 mdworker[752]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,126 mdworker[751]: (ImportBailout.Error:1325) Asked to exit for Diskarb

24.01.16 16:47:52,137 fseventsd[52]: Logging disabled completely for device:1: /Volumes/Recovery HD

24.01.16 16:47:52,000 kernel[0]: hfs: unmount initiated on Recovery HD on device disk0s3

24.01.16 16:47:52,160 sandboxd[139]: ([768]) DesktopServicesH(768) System Policy: deny file-write-mode /Volumes/Recovery HD/.Trashes/501

24.01.16 16:48:07,407 sandboxd[139]: ([223]) softwareupdated(223) deny file-write-create /private/var/folders/zz/zyxvpxvq6csfxvn_n00000s0000068/C/com.apple.SoftwareUpda te.SUUpdateServiceDaemon.state.sb-f31374a9-HfMkux

24.01.16 16:48:07,807 sandboxd[139]: ([223]) softwareupdated(223) deny file-write-create /private/var/folders/zz/zyxvpxvq6csfxvn_n00000s0000068/C/com.apple.SoftwareUpda te.SUUpdateServiceDaemon.state.sb-f31374a9-3RTurx

24.01.16 16:48:09,880 WindowServer[180]: send_datagram_available_ping: pid 223 failed to act on a ping it dequeued before timing out.

24.01.16 16:48:16,000 kernel[0]: Limiting icmp unreach response from 300 to 250 packets per second

24.01.16 16:48:19,532 sandboxd[139]: ([223]) softwareupdated(223) deny file-write-create /private/var/folders/zz/zyxvpxvq6csfxvn_n00000s0000068/C/com.apple.SoftwareUpda te.SUUpdateServiceDaemon.state.sb-f31374a9-DzVM8s

24.01.16 16:48:27,263 WindowServer[180]: send_datagram_available_ping: pid 223 failed to act on a ping it dequeued before timing out.

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Answer 3

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 3:06 AM in response to Linc Davis

Hello again,

I posted what I was asked to post about a week ago. Now what is going to happen (I though I better ask, perhaps I made a mistake or I need to do something in addition....as mentioned, I am new here)

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Answer 4

Linc Davis

Level 10

209,739 points

Jan 31, 2016 10:27 AM in response to PETERBBERLIN

This procedure will delete certain temporary and cache files. The files are automatically generated and don't contain any of your data. Occasionally they can become corrupt and cause problems such as yours.

Please back up all data and read this whole message before doing anything.

Triple-click anywhere in the line below on this page to select it:

/var/folders/zz/zyxvpxvq6csfxvn_n00000s0000068

Right-click or control-click the highlighted line and select

Services ▹ Reveal in Finder (or just Reveal)

from the contextual menu.* A folder should open with a subfolder selected. The subfolder has a long name beginning with "zyx" and ending with "68". Move that subfolder to the Trash. Don't move any of the other subfolders with similar names. You may be prompted for your administrator login password. Restart the computer and empty the Trash.

*If you don't see the contextual menu item, copy the selected text to the Clipboard by pressing the key combination command-C. In the Finder, select

Go ▹ Go to Folder...

from the menu bar and paste into the box that opens by pressing command-V. You may not see what you pasted because a line break is included. Press return.

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Answer 5

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 9:15 AM in response to Linc Davis

Thanks for the reply, Linc.

I performed the prescribed actions and indeed, something has changes: Now when I go to the "Updates" page in the Appstore and click "update" e.g. for El Capitan 10.11.3, the system starts to download and continues to download, i.e. blue time bar goes all the way to its end. It does no longer just go 1-2 mm for 5 secs and stops. So far, so good. However, this does NOT help! Once download is completed in the Appstore, Restart is said to be required. After restart, the system software version still is and remains 10.11.2 !! ...no update ! I performed update attempts 2-3 times using "update all" or individual updates. Prior to my last attemp to "update all" I cleared the console and below is the listing of what happened after I tried once more to "update all"

....now what

asks

Peter

---------------------

31.01.16 17:45:02,166 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 17:45:05,601 App Store[484]: Unknown class FRToolbar in Interface Builder file at path /System/Library/PrivateFrameworks/StoreUI.framework/Resources/Base.lproj/FRStor eViewController.nib.

31.01.16 17:45:07,113 storeaccountd[351]: -[PushServiceStoreDispatch getEnabledMediaTypesWithReply:]

31.01.16 17:45:08,000 kernel[0]: Limiting closed port RST response from 262 to 250 packets per second

31.01.16 17:45:09,000 kernel[0]: hfs: mounted Recovery HD on device disk0s3

31.01.16 17:45:09,473 mds[66]: (Volume.Normal:2464) volume:0x7fd37e054800 ********** Bootstrapped Creating a default store:0 SpotLoc:(null) SpotVerLoc:(null) occlude:0 /Volumes/Recovery HD

31.01.16 17:45:09,486 mdworker[462]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,486 mdworker[466]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,487 mdworker[464]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,488 mdworker[465]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,491 mdworker[463]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,492 mdworker32[467]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,493 mdworker32[468]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,496 mdworker[478]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,497 mdworker[480]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,499 mdworker[481]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,500 mdworker[479]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,501 mdworker[471]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,501 mdworker[473]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,501 mdworker[472]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,502 mdworker[474]: (ImportBailout.Error:1325) Asked to exit for Diskarb

31.01.16 17:45:09,519 fseventsd[52]: Logging disabled completely for device:1: /Volumes/Recovery HD

31.01.16 17:45:09,000 kernel[0]: hfs: unmount initiated on Recovery HD on device disk0s3

31.01.16 17:45:09,607 sandboxd[139]: ([494]) DesktopServicesH(494) System Policy: deny file-write-mode /Volumes/Recovery HD/.Trashes/501

31.01.16 17:45:10,328 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 17:45:10,659 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 17:45:10,969 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 17:45:16,893 com.apple.xpc.launchd[1]: (com.apple.FileSyncAgent.PHD.isRunning) The HideUntilCheckIn property is an architectural performance issue. Please transition away from it.

31.01.16 17:45:16,901 com.apple.xpc.launchd[1]: (com.apple.speech.speechsynthesisd) This key does not do anything: OnDemand

31.01.16 17:45:16,902 com.apple.xpc.launchd[1]: (com.apple.trustd.agent) This key does not do anything: OnDemand

31.01.16 17:45:16,903 com.apple.xpc.launchd[1]: (com.apple.trustd.agent) The ServiceIPC key is no longer respected. Please remove it.

31.01.16 17:45:16,903 com.apple.xpc.launchd[1]: (com.apple.TrustEvaluationAgent) This key does not do anything: OnDemand

31.01.16 17:45:16,918 tccd[503]: Failed to create /var/empty/Library/Application Support/com.apple.TCC (13)

31.01.16 17:45:17,105 sandboxd[139]: ([502]) AssetCacheLocato(502) deny mach-lookup com.apple.cookied

31.01.16 17:45:24,646 com.apple.xpc.launchd[1]: (com.apple.appkit.xpc.sandboxedServiceRunner) The JoinExistingSession key is only available to Application services.

31.01.16 17:45:47,706 fontd[514]: ATS is unable to switch to Read/Write database - ATS will run off of a read-only database. Only System Fonts will be available.

31.01.16 17:45:58,991 locationd[89]: Could not finalize statement, error code = 8, error message = attempt to write a readonly database:

31.01.16 17:45:58,991 locationd[89]: Could not finalize statement, error code = 8, error message = attempt to write a readonly database: �� B?

31.01.16 17:45:58,991 locationd[89]: Could not prepare statement CREATE TABLE WifiLocationCounts (Count INTEGER), error code = 1, error message = table WifiLocationCounts already exists

31.01.16 17:46:11,072 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 17:47:22,100 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 17:48:21,882 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 17:52:56,000 syslogd[49]: ASL Sender Statistics

31.01.16 17:52:58,933 locationd[89]: Could not write data to disk /var/folders/zz/zyxvpxvq6csfxvn_n00000sm00006d/C/cache.plist

31.01.16 17:53:40,000 kernel[0]: en0: Received EAPOL packet (length = 145)

31.01.16 17:53:40,000 kernel[0]: inputEAPOLFrame: 0 extra bytes present in EAPOL frame.

31.01.16 17:53:40,000 kernel[0]: inputEAPOLFrame: decrypting key data

31.01.16 17:53:40,000 kernel[0]: inputEAPOLFrame: Received message 1 of 2

31.01.16 17:53:40,000 kernel[0]: installGTK: setting cipher key (flags = 0x0)

31.01.16 17:53:40,000 kernel[0]: GTK-RSC: 00 00 00 00 00 00

31.01.16 17:53:40,000 kernel[0]: GTK: 4d 81 03 c8 be 3a 3d b4 65 07 a4 fc 25 20 b4 f5

31.01.16 17:53:40,000 kernel[0]: installGTK: GTK installed

31.01.16 17:58:21,935 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 17:58:22,485 launchservicesd[84]: Application App:"loginwindow" asn:0x0-2002 pid:100 refs=8 @ 0x7f8b32f2d5f0 tried to be brought forward, but isn't in fPermittedFrontApps ( ( "LSApplication:0x0-0x33033 pid=524 "ScreenSaverEngine"")), so denying. : LASSession.cp #1531 SetFrontApplication() q=LSSession 100007/0x186a7 queue

31.01.16 17:58:22,485 WindowServer[178]: [cps/setfront] Failed setting the front application to loginwindow, psn 0x0-0x2002, securitySessionID=0x186a7, err=-13066

31.01.16 17:58:22,491 launchservicesd[84]: Application App:"loginwindow" asn:0x0-2002 pid:100 refs=9 @ 0x7f8b32f2d5f0 tried to be brought forward, but isn't in fPermittedFrontApps ( ( "LSApplication:0x0-0x33033 pid=524 "ScreenSaverEngine"")), so denying. : LASSession.cp #1531 SetFrontApplication() q=LSSession 100007/0x186a7 queue

31.01.16 17:58:22,491 WindowServer[178]: [cps/setfront] Failed setting the front application to loginwindow, psn 0x0-0x2002, securitySessionID=0x186a7, err=-13066

31.01.16 17:58:22,705 com.apple.xpc.launchd[1]: (com.apple.xpc.launchd.domain.user.501) Service "com.apple.xpc.launchd.unmanaged.loginwindow.100" tried to hijack endpoint "com.apple.tsm.uiserver" from owner: com.apple.SystemUIServer.agent

31.01.16 17:58:25,150 loginwindow[100]: ERROR | -[LWBuiltInScreenLockAuthLion closeAuthAndReset:] | Attempted to remove an observer when not observing

31.01.16 17:58:25,688 Dock[271]: -[UABestAppSuggestionManager notifyBestAppChanged:type:options:bundleIdentifier:activityType:dynamicIdentifi er:when:confidence:deviceName:deviceIdentifier:deviceType:] (null) UASuggestedActionType=0 (null)/(null) opts=(null) when=2016-01-31 16:58:25 +0000 confidence=1 from=(null)/(null) (UABestAppSuggestionManager.m #319)

31.01.16 18:00:09,892 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 18:00:17,642 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

31.01.16 18:00:24,874 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 18:00:25,456 sandboxd[139]: ([431]) softwareupdated(431) deny system-fsctl 0x682f

31.01.16 18:00:37,090 WindowServer[178]: send_datagram_available_ping: pid 431 failed to act on a ping it dequeued before timing out.

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Answer 6

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 9:56 AM in response to PETERBBERLIN

Additional info: when I downloaded osxudp10.11.3.dmg, converted it into OSXUpd10.11.3.pkg and then

tried to update from El Capitan 10.11.2. to 10.11.3 using the pkg-file, the system runs me through the

usual installation procedure (accept license etc.) then asks me to restart....and again: no update!

This is the corresponding console list for the "non-appstore" procedure:

31.01.16 18:49:30,426 CoreServicesUIAgent[351]: Error -60005 creating authorization

31.01.16 18:50:00,863 sandboxd[139]: ([404]) softwareupdated(404) deny system-fsctl 0x682f

31.01.16 18:50:04,263 sandboxd[139]: ([404]) softwareupdated(404) deny system-fsctl 0x682f

31.01.16 18:50:04,532 sandboxd[139]: ([404]) softwareupdated(404) deny system-fsctl 0x682f

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Answer 7

Linc Davis

Level 10

209,739 points

Jan 31, 2016 10:26 AM in response to PETERBBERLIN

Triple-click anywhere in the line below on this page to select it:

/var/folders/zz

Right-click or control-click the highlighted line and select

Services ▹ Open

from the contextual menu. A folder named "zz" should open. Inside it are several subfolders, each with long name beginning in "zyx". One of them has this name:

zyxvpxvq6csfxvn_n0000000000000

Note that the name ends in a series of zeros. Leave that one alone, and move all the other subfolders of "zz" to the Trash. You may be prompted for your administrator login password. Restart the computer and empty the Trash.

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Answer 8

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 10:16 AM in response to PETERBBERLIN

BUT: NOW I HAVE TO UPDATE MY POST AGAIN:

I once again restarted my computer and to my surprise I now find 10.11.3 as system version, i.e. the manual (NOT the App store) variant

obviously worked. However, it is of course not very satisfying not to know why it work....and why, in my case, App Store updates do not work for me.

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Answer 9

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 10:26 AM in response to Linc Davis

Thanks Linc,

I did as proposed, however after the "manual" update described below.

Anyway, what I see now is that the Appstore page does no longer have

updates available, i.e. I consider the problem solved...at least for the time being.

Lets see when 10.11.4 comes around the corner!

Thanks a lot for your valuable help and best wishes

Peter

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Answer 10

EcoGreg

Level 3

894 points

Jan 31, 2016 10:58 AM in response to PETERBBERLIN

Hi Peter

While I think you are in excellent hands with Linc's help, I'm going to suggest a different approach.

Sounds to me like you have been using Migration Assistant since Lion, on different computers to get to El Capitan on your current computer.

I recommend that you, clone or back-up (or both) your current drive, erase your internal drive entirely, re-install the latest version of El Capitan (you might want to make a USB bootable installer) then do not use Migration Assistant.

Do a clean install. Create new user(s) account and passwords, Reinstall apps from App Store, then just drag and drop (copy&paste) any files you want over to the new computer.

I find that while a royal pain, this eliminates soo many problems. By using MA, you bring layer upon layer of crud/cruff and needless files and data. Clean installs leave all this behind.

Personally, I do clean installs with each new major OS. Been bitten by MA, so I stay away. If I have any problems, at least I know it has to be due to current OS or apps, not something from 3-5 years ago or by the always changing underlying frameworks in OS.

Best of Luck

Hope this helps, Greg

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Answer 11

PETERBBERLIN Author

Level 1

8 points

Jan 31, 2016 12:43 PM in response to EcoGreg

Thanks Greg!

Indeed I migrated about 2 years ago from a (Ithink) Maverick iMac to my MacBook Pro....but indeed "royal pain" is what held me back so far.

If problems persist, I might need to go down that road anyway.

Linc was extremely helpful with his recommendations and also the forum as such (which I used for the first time) turned out to be a very positive experience. Good that you guys are around!

Cheers

Peter

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