HT201475: Upgrade to OS X El Capitan

Learn about Upgrade to OS X El Capitan
lmf185
Level 1 (4 points)
Mac OS X

Q: El Capitan won't download?

I am trying to upgrade my macbook Pro, finally - but each time I try to download El Capitan (from Lion), it goes nowhere - I've been staring at a barely-filled download bar for a while now, after many attempts.  Each time I try to "stop" the download, I can't.  Also, the App Store "quits unexpectedly"… what on earth is the problem?  I've backed up my system, but not keen on tinkering for a solution as I don't have a ton of time - nor the ability to fix if I royally screw something up.  Thoughts?  Help! 

Mac OS X (10.7.5)

Posted on May 17, 2016 6:21 PM

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lmf185

Q: El Capitan won't download?

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  • by norm123,

    norm123 norm123 May 19, 2016 6:19 AM in response to lmf185
    Community Specialists
    May 19, 2016 6:19 AM in response to lmf185

    Hello lmf185,

    I understand your frustration of trying to download and install OS X El Capitan. Let's see if we can get that sorted out. 

    I would try a simple restart of your Mac and the start it up in Safe Mode to attempt the download. Starting up in Safe Mode would clear out font caches, Kernel cache and other system cache files that could be causing the download to go at such a slow pace. Take a look at the article below to walk you through how to do this if you are unfamiliar with it. 

    Try safe mode if your Mac doesn‘t finish starting up
    https://support.apple.com/en-us/HT201262

    Let me know if this helps.

    Take care

  • by Eric Root,

    Eric Root Eric Root May 19, 2016 11:48 AM in response to lmf185
    Level 9 (70,068 points)
    iTunes
    May 19, 2016 11:48 AM in response to lmf185

    If it won't download in the Safe Mode, try creating another admin account to see if you can download it there.

     

    Try resetting the App Store and Clearing Cookies.

     

    Reset       Learned from Old Toad

     

    Resume Interrupted Downloads

  • by lmf185,

    lmf185 lmf185 May 22, 2016 9:58 AM in response to norm123
    Level 1 (4 points)
    Mac OS X
    May 22, 2016 9:58 AM in response to norm123

    Thank you for the suggestion, however this does not help. 

    I boot in safe mode.  I open the App Store.  I click on the "Free upgrade" tab that appears to begin downloading El Capitan.  Within a couple of seconds, I see the download begin under the Launchpad icon.  A second or two later "the App Store Quit Unexpectedly".  I keep sending reports to Apple.  And still, the zero-progress-download remains.

    Any additional advice would be very helpful.  I am now having issues with Safari on a regular basis, which I suspect might be related?

    Thank you!

  • by lmf185,

    lmf185 lmf185 May 22, 2016 10:05 AM in response to Eric Root
    Level 1 (4 points)
    Mac OS X
    May 22, 2016 10:05 AM in response to Eric Root

    Hi Eric,

    Thanks for the suggestion on resetting the App Store. 

    I followed the link to an older post you had, entered that command into "Terminal" and went from there.

    Is there any additional command I need to enter once I've reset the App Store?

    So far, this seems to be helping with the App Store not randomly shutting down…but it's not helping the download at all.  Is this simply something that will take a ridiculously long time?  I know it's not going to be fast, but….

    Thanks!

  • by lmf185,

    lmf185 lmf185 May 22, 2016 10:08 AM in response to norm123
    Level 1 (4 points)
    Mac OS X
    May 22, 2016 10:08 AM in response to norm123

    OK, following additional advice,

    I've gotten the app store to cooperate, at least temporarily!  The rest remains the same.

  • by Eric Root,

    Eric Root Eric Root May 22, 2016 11:47 AM in response to lmf185
    Level 9 (70,068 points)
    iTunes
    May 22, 2016 11:47 AM in response to lmf185

    Is the installer downloading at all? Do you have access to another network where you could try the download? Can you hook to the router using Ethernet to try the download?

  • by pinkstones,

    pinkstones pinkstones May 22, 2016 11:59 AM in response to lmf185
    Level 5 (4,209 points)
    Safari
    May 22, 2016 11:59 AM in response to lmf185

    lmf185 wrote:

     

    I am trying to upgrade my macbook Pro, finally - but each time I try to download El Capitan (from Lion), it goes nowhere - I've been staring at a barely-filled download bar for a while now, after many attempts.  Each time I try to "stop" the download, I can't.  Also, the App Store "quits unexpectedly"… what on earth is the problem?  I've backed up my system, but not keen on tinkering for a solution as I don't have a ton of time - nor the ability to fix if I royally screw something up.  Thoughts?  Help! 

     

    What year is your MacBook Pro?

  • by lmf185,

    lmf185 lmf185 May 22, 2016 3:50 PM in response to Eric Root
    Level 1 (4 points)
    Mac OS X
    May 22, 2016 3:50 PM in response to Eric Root

    I actually am hooked up, always.  WiFi where I live is very slow.  It says it is downloading, but only one small dot appears in the download bar, and remains that way for a long time.  Nothing, anywhere shows actual download progress i.e. a percentage or time remaining.

    Pinkstones, it is a late 2011 model.

  • by pinkstones,

    pinkstones pinkstones May 22, 2016 5:57 PM in response to lmf185
    Level 5 (4,209 points)
    Safari
    May 22, 2016 5:57 PM in response to lmf185

    Thanks, I was just making sure your computer was able to upgrade to El Capitan.  I thought perhaps that might be the problem.

  • by lmf185,

    lmf185 lmf185 May 23, 2016 6:48 PM in response to pinkstones
    Level 1 (4 points)
    Mac OS X
    May 23, 2016 6:48 PM in response to pinkstones

    I wish it were that simple!  I'm not a genius with this stuff, but nothing's adding up here.  I will keep trying.