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OS Sierra can't upgrade PPM002

Hi everyone. I have a late 2013 macbook pro. It has worked great, but it won't let me upgrade to OS Sierra. I currently have el capitan. When I run diagnostics it says it won't let me upgrade because of code PPM002. This means I have a memory stick problem, but it doesn't seem right. If that is the case then why can I install the OS mavericks that came with the computer with no problem, and I can install El Capitan from my time machine backup with no problems.


Does anyone have any ideas as to what could be happening? Do I truly have a memory problem. My computer seems to run flawlessly, but once in a while I do have an occasional webpage that doesn't seem to run, but I click again and then it runs fine. This barely ever happens, but it is the only thing that might support the memory problem. I would appreciate any suggestions.

MacBook Pro (Retina, 15-inch, Late 2013), iOS 10.1.1

Posted on Feb 28, 2017 9:38 PM

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7 replies

Mar 1, 2017 10:01 AM in response to purplepain696

Is any of the RAM 3rd party RAM? Also download and run Etrecheck. Copy and paste the results into your reply. Etrecheck is a diagnostic tool that was developed by one of the most respected users here in the ASC and recommended by Apple Support to provide a snapshot of the system and help identify the more obvious culprits that can adversely affect a Mac's performance.

User uploaded file

Mar 1, 2017 12:12 PM in response to Old Toad

All the Ram is stock. The computer is completely stock and hasn't been touched at all. I am not even sure a 3rd party makes Ram for this thing. I think it is all soldered to the logic board on this thing. Thanks a bunch for the Etrecheck tool. I will paste the results from it below. I have noticed that the computer needs restarted every so often or else the ram seems to get slow. I was assuming that was more of a software thing than the ram itself though.


EtreCheck version: 3.1.5 (343)

Report generated 2017-03-01 14:00:33

Download EtreCheck from https://etrecheck.com

Runtime 1:36

Performance: Excellent


Click the [Support] links for help with non-Apple products.

Click the [Details] links for more information about that line.


Problem: No problem - just checking

Description:

Possible memory problems


Hardware Information:

MacBook Pro (Retina, 15-inch, Late 2013)

[Technical Specifications] - [User Guide] - [Warranty & Service]

MacBook Pro - model: MacBookPro11,2

1 2 GHz Intel Core i7 (i7-4750HQ) CPU: 4-core

8 GB RAM Not upgradeable

BANK 0/DIMM0

4 GB DDR3 1600 MHz ok

BANK 1/DIMM0

4 GB DDR3 1600 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

Wireless: en0: 802.11 a/b/g/n/ac

Battery: Health = Normal - Cycle count = 163


Video Information:

Intel Iris Pro

Color LCD 2880 x 1800


System Software:

OS X El Capitan 10.11.6 (15G1217) - Time since boot: about 3 days


Disk Information:

APPLE SSD SM0256F disk0 : (251 GB) (Solid State - TRIM: Yes)

[Show SMART report]

EFI (disk0s1) <not mounted> : 210 MB

Macintosh HD (disk0s2) / [Startup]: 250.14 GB (139.47 GB free)

Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB


USB Information:

Apple Card Reader 259.71 GB

Transcend (disk2s1) /Volumes/Transcend : 259.68 GB (222.64 GB free)

Apple Inc. Apple Internal Keyboard / Trackpad

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller


Thunderbolt Information:

Apple Inc. thunderbolt_bus


Gatekeeper:

Mac App Store and identified developers


System Launch Agents:

[not loaded] 7 Apple tasks

[loaded] 151 Apple tasks

[running] 64 Apple tasks

[killed] 17 Apple tasks

17 processes killed due to insufficient RAM


System Launch Daemons:

[not loaded] 45 Apple tasks

[loaded] 156 Apple tasks

[running] 74 Apple tasks

[killed] 16 Apple tasks

16 processes killed due to insufficient RAM


Launch Daemons:

[loaded] com.adobe.fpsaud.plist (2017-01-30) [Support]


User Launch Agents:

[running] com.amazon.music.plist (2016-12-05) [Support]


User Login Items:

iTunesHelper Application (2017-02-02)

(/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)


Internet Plug-ins:

Silverlight: 5.1.41105.0 - SDK 10.6 (2015-12-20) [Support]

FlashPlayer-10.6: 24.0.0.221 - SDK 10.9 (2017-02-16) [Support]

QuickTime Plugin: 7.7.3 (2016-12-21)

Flash Player: 24.0.0.221 - SDK 10.9 (2017-02-16) [Support]

Default Browser: 601 - SDK 10.11 (2016-08-07)


3rd Party Preference Panes:

Flash Player (2017-01-30) [Support]


Time Machine:

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 250.14 GB Disk used: 110.67 GB

Destinations:

850 Evo SSD external drive [Local]

Total size: 0 B

Total number of backups: 17

Oldest backup: 11/7/15, 5:41 PM

Last backup: 2/9/17, 10:44 PM

Size of backup disk: Too small

Backup size 0 B < (Disk used 110.67 GB X 3)


WD My Book [Local]

Total size: 3.00 TB

Total number of backups: 7

Oldest backup: 2/26/17, 1:20 AM

Last backup: 2/26/17, 8:43 PM

Size of backup disk: Excellent

Backup size 3.00 TB > (Disk size 250.14 GB X 3)


Western Digital Exernal hard drive [Local]

Total size: 999.86 GB

Total number of backups: 1

Oldest backup: 11/3/15, 10:05 PM

Last backup: 11/3/15, 10:05 PM

Size of backup disk: Excellent

Backup size 999.86 GB > (Disk size 250.14 GB X 3)


Top Processes by CPU:

102% mdworker(11)

14% kernel_task

4% WindowServer

2% fontd

1% sysmond


Top Processes by Memory:

1.53 GB com.apple.WebKit.WebContent(13)

869 MB kernel_task

360 MB mdworker(11)

213 MB Safari

147 MB Microsoft Remote Desktop


Virtual Memory Information:

1.23 GB Available RAM

48 MB Free RAM

6.77 GB Used RAM

1.19 GB Cached files

301 MB Swap Used


Diagnostics Information:

Feb 27, 2017, 02:01:54 PM ~/Library/Logs/DiagnosticReports/CalendarAgent_2017-02-27-140154_[redacted].cra sh

/System/Library/PrivateFrameworks/CalendarAgent.framework/Executables/CalendarA gent

Feb 26, 2017, 09:57:17 PM ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2017-02-26-215717_ [redacted].crash

/System/Library/StagedFrameworks/Safari/WebKit.framework/Versions/A/XPCServices /com.apple.WebKit.WebContent.xpc/Contents/MacOS/com.apple.WebKit.WebContent

Feb 26, 2017, 09:31:37 PM ~/Library/Logs/DiagnosticReports/com.apple.SafariServices_2017-02-26-213137_[re dacted].crash

/System/Library/PrivateFrameworks/SafariServices.framework/Versions/A/XPCServic es/com.apple.SafariServices.xpc/Contents/MacOS/com.apple.SafariServices

Feb 26, 2017, 07:21:38 PM Self test - passed

Mar 1, 2017 12:31 PM in response to purplepain696

On the chance that one or more of the RAM modules might be a little loose open the RAM compartment and make sure all modules are firmly seated. You might take each one out and then reinsert.

Time since boot: about 3 days

You should reboot more frequently to clean out cache and swap files. It will help with the memory situation.


I suggest you download and apply the OS X El Capitan 10.11.6 Combo Update first. Then try installing Sierra.


If the above fails boot into Safe Mode, Mac OS X: Starting up in Safe Mode, and try to upgrade from there. Booting into safe mode clear cashes and runs several repair operations. That's why it takes longer than a normal boot.

Mar 1, 2017 9:27 AM in response to sberman

Thanks for the reply. The onboard memory is the same as the memory stick that I was referring to. I realized that it is no longer an actual stick of memory after 2012, but I was meaning the same thing. I used to build systems and a memory stick is what everyone used to call the onboard RAM.


It seems weird that the onboard memory stops me from installing OS Sierra, but I can install El Capitan from time machine perfectly, and I can recover to the original OS just fine. I also did do the Ram reset upon boot up just in case that would help but it didn't.


Also, is there a way to get quote from apple to replace the onboard memory? I think I read that this requires replacing the entire logic board on this macbook. I might as well buy a new macbook before spending a thousand dollars to replace the onboard memory, and if I have to I can just stay with El Capitan because this macbook works great other than the fact I can't upgrade the software.

Dec 12, 2017 8:30 AM in response to Old Toad

With all due respect "Old Toad", you need to read the users question and responses more carefully before giving suggestions. As a "Level 10" expert you should know by now that the MBAir and MBPro Retina models DO NOT have interchangeable memory RAM slots or sticks. They are soldered to the logciboard.


This user has bad memory that needs to be looked at by an ACMT in your area or Apple directly, who can run further diagnostics to determine the issue and offer replacement suggestions. I have a customers MacBook Air 2013 here with the same issue.

OS Sierra can't upgrade PPM002

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