User profile for user: j k cathey
j k cathey Author
User level: Level 1
32 points

I can't open iTunes on my mac computer. It says iTunes is being updated

I can't open iTunes on my computer. It says it is updating. It works fine on my iphone.

MacBook Air, macOS High Sierra (10.13.2)

Posted on Jan 10, 2018 10:32 AM

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User profile for user: chris_g1
chris_g1
User level: Community Specialist

Posted on Jan 15, 2018 1:33 PM

Hey there, j k cathey!

Thanks so much for responding back with that extra information--it's definitely helpful!

Since the issue has been going on for a few days, but everything looks like it's up to date in the App Store, I would next suggest going through the following steps, in order:
  1. Make sure the iTunes app is not running (even if it's not launching the user interface, it may still be opening). If you see "iTunes" in the menu bar at the upper left when you try to open it, press Command+Q, or click iTunes > Quit iTunes. If you can't do that, open Activity Monitor and look for it there. If you do see iTunes running, you can select it with a left click, and use the "x" inside of an octagon in the upper left of the Activity Monitor app to close it: Use Activity Monitor on your Mac - Apple Support
  2. Restart your Mac by clicking the Apple  menu > Restart.
  3. Open iTunes while holding shift on your keyboard, then test to see if it's still telling you that it is updating.
If you are still unable to open iTunes, my next recommendation would be to try while in safe mode. This article will give you some more information on how safe mode works and what it does when you boot to it, how to boot into it, and what to do with your findings: Use safe mode to isolate issues with your Mac - Apple Support .

If you're still not able to launch iTunes after testing in safe mode, send another reply we will continue to work toward a solution together.

Have a great day!
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User profile for user: chris_g1
chris_g1
User level: Community Specialist

Jan 15, 2018 1:33 PM in response to j k cathey

Hey there, j k cathey!

Thanks so much for responding back with that extra information--it's definitely helpful!

Since the issue has been going on for a few days, but everything looks like it's up to date in the App Store, I would next suggest going through the following steps, in order:
  1. Make sure the iTunes app is not running (even if it's not launching the user interface, it may still be opening). If you see "iTunes" in the menu bar at the upper left when you try to open it, press Command+Q, or click iTunes > Quit iTunes. If you can't do that, open Activity Monitor and look for it there. If you do see iTunes running, you can select it with a left click, and use the "x" inside of an octagon in the upper left of the Activity Monitor app to close it: Use Activity Monitor on your Mac - Apple Support
  2. Restart your Mac by clicking the Apple  menu > Restart.
  3. Open iTunes while holding shift on your keyboard, then test to see if it's still telling you that it is updating.
If you are still unable to open iTunes, my next recommendation would be to try while in safe mode. This article will give you some more information on how safe mode works and what it does when you boot to it, how to boot into it, and what to do with your findings: Use safe mode to isolate issues with your Mac - Apple Support .

If you're still not able to launch iTunes after testing in safe mode, send another reply we will continue to work toward a solution together.

Have a great day!
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User profile for user: mario49
mario49
User level: Community Specialist

Jan 16, 2018 6:57 PM in response to j k cathey

Thanks for getting back to us, j k cathey. We definitely didn't want to hear that you are still having trouble!

Since you are, the next thing I can recommend is for you to reinstall the iTunes software. To do this, all you have to do is head over to iTunes - Download iTunes Now - Apple , download a fresh copy, and install it.

If you're still not able to get iTunes open after that, please reach out to Apple Support directly for additional assistance. You can do that here: Contact Apple Support .

Best!
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User profile for user: sterling r
sterling r
User level: Community Specialist

Jan 11, 2018 1:06 PM in response to j k cathey

Hi, j k cathey,

Thanks for stopping by the Apple Support Communities. From your post, I understand that you are having trouble launching the iTunes app. When you try, you receive a message stating it is being updated. I'm happy to help!

Based on the message you recieve, it sounds like the computer is installing an update to the iTunes software. Until this process is finished, you cannot use iTunes. How long this takes depends on your network connectivity and the size of the update being installed, but you can keep track of its progress in the Mac App Store app, under Updates.

If you fell that the update has been taking longer than expected, don't hesitate to respond back. If you do, please include how long the update has been running for, and what it says under Mac App Store > Updates for the iTunes update (is it paused, or otherwise not progressing?).

​Cheers!
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User profile for user: j k cathey
j k cathey Author
User level: Level 1
32 points

Jan 16, 2018 3:13 PM in response to chris_g1

Okay, I tried all the above suggestions and still won't open. I tried to "explore" and was able to tell that it says I am using iTunes version 12.7.2.58 and that it was last modified on Nov. 2 at 9:27am. I then went to Applications>iTunes>show package contents>Contents>Mac OS. Under Mac OS, it listed iTunes, iTunesASUhelper, and iTunes helper.app. This iTunes helper.app was the only thing added or modified on Nov.2 under iTunes content. I don't know if this is the problem or not.


What do I try next?


Thanks again for your help!

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I can't open iTunes on my mac computer. It says iTunes is being updated

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