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Question: Appstore has limited function and iTunes fails to open after High Sierra upgrade

Appstore has limited function and iTunes fails to open after High Sierra upgrade


State Number Two (current set-up)

iMac upgraded to High Sierra version: 10.13.1

iMac (27-inch, Mid 2011) Memory 16 GB 1333 MHz Core i7 S/N:D2***HJW


Problem 1: Appstore loses function

1A “Updates” and “install new app” freezes (beachball)

1B “Purchased” tab allows opening of “purchased apps”

however the top line “You have 1 app to accept...”

the “Accept” button freezes (beachball)

1C Quick Links to “welcome”, “account”, “redeem” and “support” are unresponsive.

1D Appstore preferences fields: “Checking if automatic...downloads...enabled” and

“Password Settings” Freeze (rotating fan)


Problem 2: iTunes (12.6.2) freezes

2A Opening page freezes (beachball) on opening.



State Number One (former set up)

IMac at OS macOS Sierra 10.12.1

iMac (27-inch, Mid 2011) Memory 16 GB 1333 MHz Core i7 S/N:D2****HJW

[Note: itunes worked at this OS revision]


3A Unable to upgrade mac OS Sierra 10.12.1 to 10.12.6 or

3B Unable to upgrade iTunes (from 12.6.2 to 12.7) via Appstore automatic upgrades


Despite daily invitations to upgrade both 3A and 3B, instals both failed numerous times.


3A failed “An error has occurred..permission denied (13)” or

“Some updates need to finish downloading before they are installed.

Your computer will restart to complete the update”

3B Ultimately got stuck trying to calibrate download. So I gave up and waited for the next big release (see above)


Details macOS Sierra version: 10.12.1 iMac (27-inch, Mid 2011)

Memory 16 GB 1333 MHz Core i7 Serial Number D2*****HJW


I have done several things to solve these problems, need more focused expertise.

<Personal Information Edited by Host>

iMac, macOS High Sierra (10.13.1), 27 inch mid 2011

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Nov 13, 2017 8:08 PM in response to johnfromsaratoga In response to johnfromsaratoga

Sierra is no longer available. The current macOS version is High Sierra.


Possible Fixes for High Sierra

You should try each, one at a time, then test to see if the problem is fixed before going on to the next.


Be sure to backup your files before proceeding if possible.


  1. Shutdown the computer, wait 30 seconds, restart the computer.
  2. Resetting your Mac’s PRAM and NVRAM
  3. Reset the System Management Controller (SMC)
  4. Start the computer in Safe Mode, then restart normally. This is slower than a standard startup.
  5. Repair the disk by booting from the Recovery HD. Immediately after the chime hold down the Command and R keys until the Utility Menu appears. Choose Disk Utility and click on the Continue button. Select the indented (usually, Macintosh HD) volume entry from the side list. Click on the First Aid button in the toolbar. Wait for the Done button to appear. Quit Disk Utility and return to the Utility Menu. Restart the computer from the Apple Menu.
  6. Create a New User Account Open Users & Groups preferences. Click on the lock icon and enter your Admin password when prompted. On the left under Current User click on the Add [+] button below Login Options. Setup a new Admin user account. Upon completion log out of your current account then log into the new account. If your problems cease, then consider switching to the new account and transferring your files to it - Transferring files from one User Account to another.
  7. Download and Install 10.13.1 High Sierra Update
  8. Reinstall OS X by booting from the Recovery HD using the Command and R keys. When the Utility Menu appears select Reinstall OS X then click on the Continue button.
  9. Erase and Install OS X Restart the computer. Immediately after the chime hold down the CommandandRkeys until the Apple logo appears. When the Utility Menu appears:
  1. Select Disk Utility from the Utility Menu and click on Continue button.
  2. When Disk Utility loads select the drive (out-dented entry) from the Device list.
  3. Click on the Erase icon in Disk Utility's toolbar. A panel will drop down.
  4. Set the Format type to Mac OS Extended (Journaled.)
  5. Click on the Apply button, then wait for the Done button to activate and click on it.
  6. Quit Disk Utility and return to the Utility Menu.
  7. Select Install OS X and click on the Continue button.

Nov 13, 2017 8:08 PM

Reply Helpful

Nov 14, 2017 3:09 PM in response to Kappy In response to Kappy

Possible fixes for High Sierra Results


Thanks Kappy, Appreciate your help


Open Issue:

Did not perform step 9: erase and reinstall due to probable lack of access to server.

How do I load OSX after I erase disk with NO access to Apple servers?


Results Overview:

Problems still exist, some test steps not possible due to App Store unavailability


Result Details:

Outcome Key

ND= No Difference SC= Step Complete IS= Incomplete Step NP= New Problem



1 Shutdown restart =ND

2 Reset P/NV RAM =ND

3 Reset SMC =ND NP= After SMC reset letters at login window are squares with ? Marks. Login still possible, just weird.

4. Safe mode =ND

5 Repair disk =SC disk ok =ND

6 Create new user account =SC =ND iTunes froze at AGREE button

=ND App store froze trying to take password

7 Download and install 10.13.1 High Sierra =IS Note: I am already at this revision

App store froze before download

8 Reinstall OSX via disk utility =IS Failed “Recovery Server could not be contacted”

9 Erase and Reinstall OSX Did Not Perform erase and reinstall due to probable lack of access to server.

NP= Noticed “Restart” and “Shutdown” from Apple Menu do not seem to work.

Cursor arrow (working) on black screen, edges, and hot corners

not active.

Used power button to shut down and restart. Probably not a new problem.

Nov 14, 2017 3:09 PM

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Nov 15, 2017 8:10 AM in response to Kappy In response to Kappy

Thanks Kappy,


Sorry I wasn't clear about the server access issue.

The problem isn't with the Apple Servers.

I can access the Appstore, iTunes and my account from my iPhone via iOS.

I can also access the net and all my usual sites on the iMac via wifi, except the download and update parts of App Store and iTunes.


When I got to step 8 (see above) on OSX , in the Disk Utility, I couldn't get to the server to down load the update.


So I assumed that if I performed step 9 and used the Disk Utility to erase the disk and reload High Sierra, the erase disk part would go fine but when I attempted to reload High Sierra I would get the server access error and be left with a 100% non working system.


So although my iOS phone can fully access Apple, the iMac cannot.


Methods I have tried:

iTunes times out and freezes within seconds [I can start a song, but cannot select another before it freezes].

So I cannot use iTunes to access the iTunes account.


Appstore

I can't get to my account.

The “purchase” tab allows past purchases to be “opened” BUT

does not allow the “upgrade Accept” feature to function. NOR

does it allow installs of new purchases.


The “upgrade” tab shows 4 upgrades available “in the tab icon” (probably based on old data, since I have upgraded) BUT

freezes before showing the upgrade page.


Trying to download via browser, to Apple Store, product , support and download does not work either, because it goes through my account.

So it seems that as far as my iMac is concerned, I am unable to communicate with Apple.


And now I notice that since the upgrade from Sierra to High Sierra, documents sent to the Cloud are not uploading.


I appreciate your continued help.

Nov 15, 2017 8:10 AM

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Nov 15, 2017 9:01 AM in response to johnfromsaratoga In response to johnfromsaratoga

Kappy


Noticed while checking all the System Preference settings:


in System Preferences, App Store, Password Settings seems to be infinitely


“Retrieving the current password settings… “ the “fan” is spinning


of course I am locked out of changing the Password, until I can verify the old password, that the iMac is failing to retrieve.



This may explain why iTunes Times out and freezes, and App Store is down loads are prevented.



Any suggestions?

Nov 15, 2017 9:01 AM

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Nov 15, 2017 12:11 PM in response to johnfromsaratoga In response to johnfromsaratoga

You seem to have a corrupted system. I suggest you may need to do this:


Reinstall Lion To Yosemite Without Erasing the Drive


Be sure to backup before proceeding.


  1. Restart the computer and after the chime hold down the Command and R keys until the Utility Menu appears.
  2. Choose Disk Utility from the Utility Menu and click on the Continue button.
  3. After Disk Utility loads select the indented (usually, Macintosh HD) entry from the side list. Click on the First Aid tab, then click on the Repair Disk button. If Disk Utility reports any errors that have been fixed, then re-run Repair Disk until no errors are reported. If no errors are reported click on the Repair Permissions button.
  4. When the process finishes, quit Disk Utility and return to the Utility Menu.
  5. Select Reinstall OS X and click on the Continue button.


Or:


Reinstall El Capitan or Later Without Erasing Drive


Please be sure you back up.


  1. Restart the computer. Immediately after the chime hold down the Command and R keys until the Utility Menu appears.
  2. Select Disk Utility and click on the Continue button.
  3. Select the indented (usually, Macintosh HD) volume entry from the side list.
  4. Click on the First Aid icon in the toolbar. Wait until the Done button activates, then click on it.
  5. Quit Disk Utility and return to the Utility Menu.
  6. Select Reinstall OS X and click on the Continue button.


Also, see this User Tip: Basic Steps for Upgrading OS X.



Nov 15, 2017 12:11 PM

Reply Helpful

Nov 15, 2017 4:28 PM in response to Kappy In response to Kappy

Hi Kappy,


Unsuccessful Attempt Reinstall El Capitan via Utility and Disk Utility.


Procedure was similar to step 8 of the original suggestion list, with similar results:

1 disk repair was OK = no repairs

2 High Sierra was the only flavor of OSX ,

and once again “The recovery server could not be contacted”



Some things I've tried

Change Apple ID password = successful (now I'm really locked out!)

Delete and reinstall iTunes = Failed at trying to uninstall iTunes

also discovered I have no permission control over iTunes, App Store, Photos apps

even though I can unlock the lock and am the only system admin.


[This will not sound like a compliment, but it is. I have been buying Apple from day one and in all those years this is the first time I have ever been broken this bad.


The only sloppy thing I have experienced from Apple was that an Apple store replaced a drive in my iMac, when I got home it did not boot, when I brought it back, they discovered the drive cable had not been connected.]


I am going to dig around to see if I can find a down rev copy of OSX on my machine.


Meanwhile if you can make any other suggestions, I would appreciate them.

Nov 15, 2017 4:28 PM

Reply Helpful

Nov 15, 2017 4:41 PM in response to johnfromsaratoga In response to johnfromsaratoga

Hi Kappy,


Unsuccessful Attempt Reinstall El Capitan via Utility and Disk Utility.


Procedure was similar to step 8 of the original suggestion list, with similar results:

1 disk repair was OK = no repairs

2 High Sierra was the only flavor of OSX ,

and once again “The recovery server could not be contacted”



Some things I've tried

Change Apple ID password = successful (now I'm really locked out!)

Delete and reinstall iTunes = Failed at trying to uninstall iTunes

also discovered I have no permission control over iTunes, App Store, Photos apps

even though I can unlock the lock and am the only system admin.


[This will not sound like a compliment, but it is. I have been buying Apple from day one and in all those years this is the first time I have ever been broken this bad.


The only sloppy thing I have experienced from Apple was that an Apple store replaced a drive in my iMac, when I got home it did not boot, when I brought it back, they discovered the drive cable had not been connected.]


I am going to dig around to see if I can find a down rev copy of OSX on my machine.


Meanwhile if you can make any other suggestions, I would appreciate them.

Nov 15, 2017 4:41 PM

Reply Helpful

Nov 15, 2017 4:45 PM in response to johnfromsaratoga In response to johnfromsaratoga

Kappy,


So I found an installer of iTunes 12.7.1 in my downloads dump and decided what the ****..


installed OK ! And I am at iTunes 12.7.1.14


App Store back, iTunes works, iCloud images loaded ...looking good so far


Am continuing to test to see what else will be fixed.


I may have one problem left, but I'll let you know later



Thank you very much for your help, it is very comforting to know someone is helping


Right now I'm watching “About iTunes” scrolling away on my screen, thought I'd never see that again.


Regards, John



SORRY ABOUT THE RE-SEND

Nov 15, 2017 4:45 PM

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Nov 20, 2017 7:01 AM in response to johnfromsaratoga In response to johnfromsaratoga

Kappy,

Thanks, I really appreciate your help. I will open a new tag on the remaining problem, unless you have an idea as to what I can do ……..…..Thanks again, John


Some forensics on the App Store / iTunes problem.


After the installation of iTunes 12.7.1 from my downloads file (and some other things done over the past days, described below) the problems are now about 98% resolved.


iTunes works 100% (of the features I use)

sign in / sign out

access to account

files open and play

App Store

sign in / sign out

access to account OK

Up Dates Tab last night App Store seemed 100% I was able to 1) open Up Dates tab, 2) perform 3 updates

Up Dates Tab now After several restarts the Up Dates tab does not link to the updates page and App Store becomes non responsive and must be “force quit”

iCloud is functioning again


Misc: Shutdown from Apple Menu works

Restart from Apple Menu does not works (power button off required)


Here's what I recall doing:


Installed iTunes 12.7.1.dmg (previously downloaded and located in downloads)


Changed Apple ID Password (via iPhone at some earlier time)


Removed the following files, at different times per different problem solution attempts.


In Trash (and not replaced)

SyncServices

com.apple.iTunes

com.apple.iTunes 7.17.02 AM

com.apple.BKAgentService

crlcache.db

com.apple.iTunes.savedState

ocspcache.db (continued below)


Removed and placed in a file (and not replaced)


com.apple.mobile.iTunes.store.plist

com.apple.iTunesHelper.plist

com.apple.iTunes.plist.lockfile

com.apple.iTunes.plist

com.apple.iTunes.Gracenote.plist

com.apple.iTunes.eq.plist

com.apple.iTunes.c82a145ac45d.plist

com.apple.iTunes.36C10B92-AEE7-5EE2-B058-FD3E26C7C7F5.plist.lockfile

com.apple.iTunes.36C10B92-AEE7-5EE2-B058-FD3E26C7C7F5.plist

com.apple.iTunes.0017f2cd8d55.plist


Nov 20, 2017 7:01 AM

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Question: Appstore has limited function and iTunes fails to open after High Sierra upgrade