How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Johnny Mack Your Own Question

Johnny  Mack
Johnny Mack, Mac Support Specialist
Category: Mac
Satisfied Customers: 1005
Experience:  6 years repairing macs and ipods and 3rd level tech support
28647879
Type Your Mac Question Here...
Johnny Mack is online now
A new question is answered every 9 seconds

My Macbook pro cannot connect to App Store, it says "connection

Resolved Question:

My Macbook pro cannot connect to App Store, it says "connection failed". I've tried all of my Apple IDs, I have tried the security settings, there is no parental control. Please assist me in getting able to connect.
Submitted: 2 years ago.
Category: Mac
Expert:  Johnny Mack replied 2 years ago.

Hello there! Try the steps below to reset your connection. Then attempt to connect to the app store again.

 

  • Choose System Preferences from the Apple menu.
  • Choose Network from the View menu.
  • Choose New Location from the Location menu.
  • Type a name for your new location, such as Mobile, then click OK. The name of your new location appears in the Location menu. Any changes you make to the Network pane now apply to this location. The previous location ("Automatic" by default) will remain as you left it.
  • Customer: replied 2 years ago.

    This did not correct the situation. It still says "Connection Failed" when I attempt to purchase something from the App Store.

    Expert:  Johnny Mack replied 2 years ago.

    Ok try the steps below to reset the apps store prefrences.

     

     

    Open the Finder. From the Finder menu bar click Go > Go to Folder

     

    Type this exactly as you see it here:

     

    ~/Library/Preferences

     

    Click Go

     

    Move these files from the Preferences folder to the Trash.

     

    ~/Library/Preferences/com.apple.appstore.plist

     

    ~/Library/Preferences/com.apple.storeagent.plist

     

    Now do the same for: ~/Library/Caches/com.apple.appstore/Cache.db

     

    Click Go


    Move the Cache.db to the Trash.

     

    Try the App Store.

     

    If that still doesnt work try the below steps.

     

     

    1. Open Key chain access in the Utilities folder
    2. Search for "class 3 public" without quotes
    3. select all the certificates on the list by clicking and holding the cmd key (apple key)
    4. right click selection and choose get info
    5. in the windows that open go one-by-one and click on Trust at the top of the list
    6. From the drop down menu choose "Always trust"
    7. Close window and enter your password XXXXX asked
    8. Repeat for all certificates
    9. Close Key Chain Access
    Customer: replied 2 years ago.

    It still has the same response. I did each of those (actually, the key chain was an answer I had previously found when researching this issue). I have reset the computer also following those changes. I can access the app store, but whenever communication is required that goes through username and password, it does not work.

    Expert:  Johnny Mack replied 2 years ago.
    Can you try loging into itunes or on icloud.com to see if it gives you the same password XXXXX?
    Customer: replied 2 years ago.

    Yes, those both work.

    Expert:  Johnny Mack replied 2 years ago.
    ok ill go ahead and opt out i am out of ideas.
    Customer: replied 2 years ago.

    Want to try this one instead: I get this error all of the time:


     


    The system extension “/System/Library/Extensions/CDSDAudioCaptureSupport.kext” was installed improperly and cannot be used. Please try reinstalling it, or contact the product’s vendor for an update.

    Expert:  Johnny Mack replied 2 years ago.
    ok that file is incompatiable. You have to go to your mac hd then System/Library/Extensions once in extensions move the cdsdaudiocapturesupport.kext to your desktop.
    Customer: replied 2 years ago.

    Okay. I did that. Is there anything more I need to do?

    Expert:  Johnny Mack replied 2 years ago.
    No just restart then you can open roxio again shouldnt give u any errors.
    Johnny Mack, Mac Support Specialist
    Category: Mac
    Satisfied Customers: 1005
    Experience: 6 years repairing macs and ipods and 3rd level tech support
    Johnny Mack and other Mac Specialists are ready to help you

    JustAnswer in the News:

     
     
     
    Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
    JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
    Web sites like justanswer.com/legal
    ...leave nothing to chance.
    Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
    Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
    I will tell you that...the things you have to go through to be an Expert are quite rigorous.
     
     
     

    What Customers are Saying:

     
     
     
    • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
    < Last | Next >
    • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
    • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
    • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
    • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
    • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
    • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
    • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
     
     
     

    Meet The Experts:

     
     
     
    • Mike

      Mac Medic

      Satisfied Customers:

      6256
      Over 20 years IT experience with Apple computers in publishing, marketing and design.
    < Last | Next >
    • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

      Mike

      Mac Medic

      Satisfied Customers:

      6256
      Over 20 years IT experience with Apple computers in publishing, marketing and design.
    • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

      Ashik

      Mac Helper

      Satisfied Customers:

      5282
      7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
    • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

      Daniel

      Mac Genius

      Satisfied Customers:

      4670
      Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
    • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

      Vinod Menon

      Support Specialist

      Satisfied Customers:

      2068
      worked as a Tech support Associate for Apple products
    • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

      Brandon M.

      Mac Support Specialist

      Satisfied Customers:

      1501
      10+ Years Mac Support as contractor and currently an IT Manager for law firm
    • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

      John T. F.

      Mac Druid

      Satisfied Customers:

      1408
      20+ years in the computer/Mac industry
    • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

      David

      Mac Support Specialist

      Satisfied Customers:

      1236
      BSc, H.Dip, Apple Certified
     
     
     
    Chat Now With A Mac Support Specialist
    Johnny  Mack
    Johnny Mack
    691 Satisfied Customers
    6 years repairing macs and ipods and 3rd level tech support