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iteachmac
iteachmac, The Duke!
Category: Mac
Satisfied Customers: 864
Experience:  Mac help ,music midi expert, logic pro recording ,electrical installation ,ilife & all mac computing
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Cant sign into Mac App Store

Resolved Question:

I have two Mac Book Pro, one 13" using at Work and another 15" using at home. Everything is fine with MBP at home. I can use Mac App Store without any problem. But at office I guess it happened in last two weeks, I had a problem to sign in Mac App Store. I can navigate and look all apps in the Featured, Top Charts and Categories. But when I want to see Purchases, asks me to sign in. I enter my Apple ID and password XXXXX but it says "An unkown error has occured" and can't sign into Mac App Store. I've attached snapshot for this here. I searched forums and discussions on WEB and did many things like deleting files, ByHost, Network Pref etc. Everything I have seen on the WEB useful. But unfortunately couldn't pass that. I have other Apple products and my Apple ID works well at them also at WEB. Yesterday, this problematic MBP at work installed updates for iPhoto and OSX Mountain Lion but didn't let me sign in.


App Store Login


 


When I click on Flag to change App store for testing below error screen is shown.


 


App Store Error

Submitted: 2 years ago.
Category: Mac
Expert:  iteachmac replied 2 years ago.

iteachmac :

Welcome ,I will give a full and clear answer to your question, please make sure to reply to any questions I have. They may be essential to my reply.


 

iteachmac :

Hi ,


 

iteachmac :

I would like to assist your with this.

iTunes purchases and account details :

Your billing info may need to be updated if there is a problem with purchases or free downloads.

1. Go to
http://myinfo.apple.com

2. Log In with your Apple ID
3. Update you account info.
4. Check the Address book and Phone numbers - Please match that info with your credit card.
5. Once completed save and log out , then open iTunes and update the same billing information to the letter .

If this is not a problem there maybe an internal issue , Moving house or a change of address / email address can cause account issues , this will have to discussed with Apple Directly as they have access to your details and store purchases .


 

iteachmac :

You may also find logging out and back in after trying the above of your Apple ID itunes store "from the Store menu" in itunes on your Mac or PC can help fix account problems and glitches in the system . Launch iTunes on your computer/s using itunes , from the Store menu log out , then back in again of your store Apple ID / account. Do This on all your devices and leave logged out till you log in at the top most link and check the account .

Card and payment issues and inquiries..

You can email or phone apple support for help , they will be able to give you all info to your Apple ID and billing info and purchases made , Only apple can help with iTunes store info and purchases made within the iTunes store system , do not give your details to anyone else regarding your account details. Only use one account having more than one account can create problems down the line . .

http://www.apple.com/contact/

There are many locations and contact numbers on the contact page above , please find the area phone number nearest to you or use email contact .

Please contact Apple as above and explain your issue and check your account is up to date and paid up to date with no outstanding charges due , you can check your store purchases with apple and see what is going on with the charges to your card/s , you may also want to contact your credit card company if any problems with transactions are not resolved by contact with Apple and discussion of your account if any..

I hope this helps , please remember to press accept on the green button . Or please reply to me with any extra info or error messages .

Thanks .


 

Customer:

My problem is not with my Apple ID. I can use my Apple ID every place else than my MBP at work. Until 2 weeks ago my MBP was working great with App Store. Something happened and I couldn't sign in to App Store. Please look at screen shots that I've added and to my explanation.

iteachmac :

Hi , Your apple ID affects your app store and all stores provided by apple .


 

iteachmac :

If there is a problem , it can make querky usage .


 

iteachmac :

Please can you try a new user account on the affected mac also .


 

iteachmac :

ok lets make an new user account :-

1 Go to the Apple menu , System preferences

2 Click on "Accounts" pane control panel.

3 Unlock the padlock , use your Account password XXXXX
Disable , auto login in the accounts control panel , to choose a login on restart.

4 Press the + button to make a new user , select an administrator account .

5 Name the account , use a simple password XXXXX create the account .

6 Close the pad lock .

7 Restart and log on to your new account

8 Test or try settings as before to trouble shoot .

Once you have done this , shutdown the Mac , and Restart from cold .
Log on as the new user , and test

If this cures the problem then its software or / preference issue .
Removing plists , and reinstalling software applications may fix the problem .

Thanks.


 

iteachmac :

If the problem is only at works internet connection?


 

iteachmac :

The problem may be your works internet firewall blocks apple services?


 

iteachmac :

Can you test the same computer on a other open network to prove if your works internet is causing issues.


 

iteachmac :

Can you try this ?


 

iteachmac :

Also there can can problems with time and date .


 

iteachmac :

Please check the time and date on the affected mac.


 

iteachmac :


  • Make sure your computer’s date, time, and time zone are set correctly in Date & Time preferences. Choose Apple menu > System Preferences, and then click Date & Time.




iteachmac :

also :


 

iteachmac :


  • Make sure your Apple ID information is accurate and that you don’t need to correct a problem with a previous purchase. To verify your Apple ID information and review your purchase history, choose Store > View My Account or click Account in the Quick Links section.




iteachmac :

is any anitvirus such as norton on the mac in question?


 

iteachmac :

i take it you already tried?:-


 

iteachmac :



Turn off the Firewall in System Preferences > Security (or Security & Privacy) > Firewall



If that doesn't help turn back on then , open the Finder. From the Finder menu bar click Go > Go to Folder



Type this exactly as you see it here:



~/Library/Caches/com.apple.appstore/Cache.db



Click Go



Move the Cache.db file to the Trash.



Now here:



~/Library/Preferences



Click Go



Move these files from the Preferences folder to the Trash.



com.apple.appstore.plist



com.apple.storeagent.pllist



Now here:



~/Library/Cookies



Click Go



Move the com.apple.appstore.plist file from the Cookies folder to the Trash.




Empty the Trash, try the App Store.

Customer:

First I'll try your idea for creating a new user. I've created a new one. Let me restart.1

iteachmac :

Checking time and date is also a fast move.


 

iteachmac :

if at work you use a proxy , it could also be a issue.


 

iteachmac :

You can also try System preferences / Network / Advanced / Proxies / turn off secure web proxy. and test and also turn off : use passive FTP mode (PASV). click OK and Apply. If no change reset those settings as was.


 

Customer:

Hi, I created new user as you said, and it signed in Mac App Store with my Apple ID. But old user is still not entering. What should I do?

Customer:

In the old user, mean current user, I can't login or can't change App Store Country?


Previously I checked time and date, I'm sure my Apple ID is correct and working, I dont have an antivirus program just I use MacKeeper and I turned off antivirus at there and I turned off Firewall on Mac.Also I removed and deleted these plists and cache files previously. Emptied trash and restarted.


That is why I asked at justanswer.com

Customer:

I can sign in iTunes with this problematic user right now but can't login to Mac App Store.

iteachmac :

hi ,


 

iteachmac :

Hi, I created new user as you said, and it signed in Mac App Store with my Apple ID. But old user is still not entering. What should I do? , Ok indicates prefs issue maybe.


 

iteachmac :

In the old user, mean current user, I can't login or can't change App Store Country? , check via the link sent top most . 1. Go to
http://myinfo.apple.com


 

iteachmac :

can you see any problems . ?


 

iteachmac :

in itunes , is the Mac activated for the purchases etc ? see store menu.


 

iteachmac :

I know its not itunes you have a problem with , but memos etc get stuck in the apps .


 

iteachmac :

if you try to buy a free app in itunes does it work?


 

iteachmac :

You may need to enter or accept agreements .


 

iteachmac :

a glitch .


 

Customer:

I'm trying to go there.


It's not connecting there.

iteachmac :

check the account info matches from your apple ID to itunes store to app store etc.


 

Customer:

I can't buy free apps.


 

iteachmac :

even in itunes?


 

iteachmac :

or songs?


 

iteachmac :

have you tried log right out and back in again . Will it log in at all?


 

iteachmac :

Resetting the keychain may help .


 

iteachmac :

info:-


 

iteachmac :

Resetting the Keychain if needed.

Resetting an account password XXXXX not change the Keychain password.

For security reasons, there is no way to reset a forgotten Keychain password XXXXX the contents of the keychain cannot be recovered.

The Keychain must be deleted so a new one can be created and used.

From the Finder, click on the Go menu and select Home.

In the window that appears, open the Library folder and drag the Keychains folder to the trash.

Restart the computer or log out and log back in.
A new keychain will be created using the current account password.

Please see more detail on keychains here :-
http://kb.wisc.edu/helpdesk/page.php?id=2197



 

Customer:

in iTunes I can buy. problem is I can't log in to App Store. Probably it's because something preventing current user to go to App Store's IP.

iteachmac :

did you try turning off firewall already?


 

iteachmac :

try keychain reset also .


 

iteachmac :

Any new user has a default keychain . It is difficult to tell.


 

Customer:

firewall is off.

iteachmac :

ok Id turn it back on then.


 

iteachmac :

At least now you can install from the other admin user if stuck on this.


 

iteachmac :

If needed ASAP .


 

Customer:

Ok. I'm trying to reset keychain.

Customer:

but it's strange that I can't open myinfo.apple.com

iteachmac :

try via https://myinfo.apple.com


 

Customer:

I can't delete keychains, system doesn't allow to delete it.

iteachmac :

Do you have an admin user?


 

iteachmac :

Parental turned off etc /


 

iteachmac :

?


 

iteachmac :

cant you log in to https://www.icloud.com


 

iteachmac :

?


 

iteachmac :

ok try :


 

iteachmac :

see manage account.


 

Customer:

I can log in to www.icloud.com but can't to even https://myinfo.apple.com

iteachmac :

yes https://myinfo.apple.com , seems to be down.


 

iteachmac :

here also .


 

iteachmac :

see manage account.


 

Customer:

yes. I sign in right now there.

iteachmac :

ok


 

iteachmac :

Look for problems , in each section.


 

iteachmac :

Changing your apple ID password XXXXX another may also help .


 

iteachmac :

You


will have to use the new password XXXXX all other devices also .

Customer:

there is only an exclamation mark says that use my e-mail address. That is all. I already changed my password XXXXX that may cause.

iteachmac :

Please make sure the passoword conforms to any new changes etc , such as length numbers etc .


 

iteachmac :

Use my email address ?


 

iteachmac :

For icloud?


 

Customer:

Yes, it does. Password XXXXX XXXXX

iteachmac :

ok , then I think the problem is on the user .


 

iteachmac :

can you please check though the options posted to remove plists etc , and redo it once more .


 

Customer:

nope. it says that it will be better to use my e-mail address for this apple ID. My apple ID is just a nickname.

iteachmac :

uhmm could be a bug ,


 

iteachmac :

cant you , change it so its using the email addy instead to see ?


 

Customer:

Ok. Now I'll delete keychains and do delete plists etc. It'll take a time to restart. Will log here after done.

iteachmac :

ok .


 

iteachmac :

You could always , move your docs etc to a new user and ditch the broken one at least time spent is moving forward.


 

Customer:

I did change my App ID now to my verified email.

iteachmac :

ok


 

iteachmac :

any change in situ ?


 

Customer:

What I've done so far:


1) I changed my Apple ID as my verified email address.


2) Then delete everything in keychain what is allowed to be deleted. I couldn't delete all of it and folder b/c OSX uses it. Warns me and couldn't delete.


3) Then deleted plists, caches etc and empty trash.


4) Restarted Mac and login with my problematic user.


5) Singed in iTunes with Apple ID


6) Opened App Store but still can't sign in.


 


Frustrating.

iteachmac :

hi


 

iteachmac :

what could not be deleted ? could it be trashed?


 

iteachmac :

trash , reboot , empty .


 

Customer:

Full Size Image

iteachmac :

I see the flag is wrong?


 

Customer:

I really don't know what is wrong. I did everything what has to be done. Almost for 4 days I'm dealing about this problem. I read every discussion about this, contact to Apple Support, asked here!


No real solution.

iteachmac :

Did you check your location settings on the mac?


 

Customer:

No, this is my flag. It has to be Turkish market. I'm from Turkey.

iteachmac :

Solution 1 , move your files to the new user . fixed .


 

iteachmac :

ok are you in turkey though


 

iteachmac :

?


 

iteachmac :

while using ?


 

iteachmac :

are you using the same store for all the other devices ?


 

iteachmac :

reinstalling OSX can also fix the problem. Same as using new user .


 

Customer:

Yes, I bought mac here, it's almost 2 years and yes same store for all.


This problem happened last 2 weeks ago.

iteachmac :

Yes ,


 

iteachmac :

Did you upgrade OSX .


 

iteachmac :

not a full install?


 

Customer:

yes, I upgraded. my mac at home also upgraded.

Customer:

no problem at home but here at work it started 2 weeks ago.

Customer:

Well, thanks, XXXXX XXXXX to leave now, cause we're closing office. Will follow tomorrow.

iteachmac :

after the last OSX update to 10.8.2? was last week.


 

iteachmac :

you can try resetting your home folder .


 

Customer:

no, before it happened, but surprisingly it upgraded latest update without asking my password. Also updated iPhoto automatically.

iteachmac :

uhm


 

iteachmac :

Start up from a Leopard / Snow leopard - Install DVD and select : Reset Password XXXXX the Utilities menu.

Choose option also : Reset


Home Directory Permissions and ACLs.

Or use this guide for otherways and for Lion / Mountain lion installs .

http://www.fixkb.com/2011/08/reset-home-folder-permissions.html


Once complete , restart in to safe mode :


A safe boot can help fix any Mac HD errors,

Turn off the Mac .

Power on the Mac .

Hold shift on the keyboard using a "USB keyboard or for laptops use the built in keyboard ,
while powering on the Mac just after the chime and starting up keep holding the Shift key , this should boot to safe mode.

Once booted to safe mode , login in and out of all accounts , then restart and boot as normal .

Full details here :-
http://support.apple.com/kb/ht1455



I hope this helps .



iteachmac :

If you try it at home , will it still not update? possible to test later?


 

iteachmac :

when using the app store , downloads can download if the account was used , or logged in to with the password XXXXX . No password XXXXX all sounds odd . Does your user have a login password XXXXX ?


 

iteachmac :

if not please set one , this does create some rare errors , and a blank password XXXXX be avoided .


 

Customer:

Yes, my user has Passwords.

iteachmac :

ok


 

Customer:

I mean this App store problem started 2 weeks ago, I look for updates and it says I need to update OSX Mountain Lion. At the same time my purchased apps also have updates. then I click update and apps store asked password. I entered my password XXXXX it started updated from OSX and iPhoto but didn't update purchased apps.

Customer:

I'll try the last things you have told at home. I'm leaving office now. Will try it at home.

iteachmac :

Ok thanks .


 

iteachmac :

hi


 

Customer:

hi,


so far what I did,


1) I reset Home Directory Permissions and ACLs


2) I reboot safe and login and logout


3) Reboot again normally.


 


still old account don't sign in. but new account sign in perfect.


 


 

iteachmac :

Ok ,


 

iteachmac :

I think Committing to move your movies , pictures , and docs to the working account is the way to go .


 

iteachmac :

once happy , remove the old account.


 

iteachmac :

Upgrade installs with osx can create faults.


 

iteachmac :

I have many problems on my account with mountain lion due to migration and my user is dating back to G4 era


.

iteachmac :

New accounts work fine .


 

iteachmac :

Have you tried onyx tool?


 

Customer:

yes, it seems like that.


How can I do that in an easy way?


I've read forums says that use public share folder or should I use time machine backup?


 

iteachmac :

I just think now , time will be better spent moving your docs etc.


 

iteachmac :

hi ,


 

iteachmac :

more simple.


 

Customer:

No, I've not tried yet but I have it.

iteachmac :

You have your new account. yes?


 

iteachmac :

If the account name is XXXXX XXXXX your care what its named . Make A new account with the name you want .


 

iteachmac :

then from your old account . move the files to the new account .


 

iteachmac :

Do you understand where your files reside ?


 

iteachmac :

Each account , has a Home folder , The name of the account .


 

iteachmac :

The user .


 

iteachmac :

So , Mac HD / Users / Your user / folders .


 

Customer:

I know where they're, means the path.


Yes.

iteachmac :

move the content of the folders , to the new : Mac HD / Users / YOur new user / folders.


 

iteachmac :

the main folders to move the content , are . :


 

iteachmac :

Documents .


 

iteachmac :

Music .


 

iteachmac :

Pictures .


 

iteachmac :

you can copy the files , by going in to each folder in turn . and use , select all , copy .


 

iteachmac :

then go to the new user , folder , paste .


 

iteachmac :

and so on .


 

iteachmac :

Do you have many files on the Old User to move?


 

Customer:

hmm. Is that all?


standart copy-paste then delete process like moving to a new Mac.

iteachmac :

you can leave the non working user intact if you wish , if you have space .


 

Customer:

Yes, I've tons. My time machine back up is 129 GB. other than music etc. Music is not important for me. I care about docs, pictures and settings.

iteachmac :

and remove the user , in a month or two after your happy , the new user has all your infos .


 

iteachmac :

you can move it all quiet easy .


 

Customer:

Unfortunately I dont have much space I have also Parallels Desktop installed.

iteachmac :

mail , being the hardest .


 

iteachmac :

ok , space an issue . you can move the music first . to the new user . then get itunes running as was on the new user . Then remove the music from the old user .


 

Customer:

Mail will be pain, I've 14000 e-mails and damn we use google Apps for mail.

iteachmac :

That should make space . Or give your room .


 

iteachmac :

Emails them self , dont take much room .


 

Customer:

What about permissions of files?

iteachmac :

video , music takes the most .


 

iteachmac :

And you can copy those , then remove from the old user . after backing up .


 

iteachmac :

permissions for media files should not be a problem .


 

iteachmac :

if they are . you can use a tool to reset . Or just give your old user folders permission from the new user before moving the files .


 

iteachmac :

Permissions problems can be fixed faster with a drag and drop tool , **see below** .

If you import photos the normal way in to iphoto , and not by placing them inside the package contents folders , this should not be an issue . Other files copied from other computers or via USB sticks etc can sometimes have problems with permissions.

Here is the tool to fix them:-
**
http://www.ohanaware.com/permissionsreset/


 

iteachmac :

Only use the tool on files such as music , and photos .


 

iteachmac :

If you copy and paste your docs to the new user , doc folder etc . you should not have a problem.


 

iteachmac :

You can copy and move the files while using the new user .


 

iteachmac :

If you cant access the old user folders from the new user . you can add permission for your new user to access the old user folders in turn .


 

iteachmac :

In the finder , using get info .


 

iteachmac :

Full Size Image


 

iteachmac :

Have you ever done this before . ?


 

iteachmac :

So you may want to add the new user as permission , to access each folder on the old user first .


 

iteachmac :

for music , pictures , movies etc .


 

iteachmac :

You can apply permissions to the folder content also after by the cog wheel . apply to content .


 

iteachmac :

using the cog wheel menu .


 

iteachmac :

on the get info panel .


 

iteachmac :

If you have problems with understanding this permissions etc . You can still copy the files to the root of the Mac HD : Mac HD / while using the old user . And then using the new user to the correct new users folder/s


.

iteachmac :

You can enable fast user switching to help you log in and out . or from old to new .


 

iteachmac :

Copy each folder in turn like this .


 

iteachmac :

You can access the root of the Mac HD , by any admin account .


 

iteachmac :

And no permission needs to be changed to do so .


 

iteachmac :

To do this , Id do something like this . :


 

iteachmac :

2 Create a folder on the root of the Mac HD . Mac HD / Stuff temporary folder .


 

iteachmac :

3 In finder old user , navigate to the documents folder .


 

iteachmac :

3 Hit cmd a . select all , then cmd c , copy .


 

iteachmac :

4 navigate to the Mac HD / Stuff temporary folder .


 

iteachmac :

5 Hit cmd v , paste . The files are copied to the temp folder .


 

iteachmac :

check files are same from one folder to the next . the copy is good etc .


 

iteachmac :

You can use Get info on the folder to see the size and file amounts .


 

iteachmac :

6 log in to the new user switch accounts .


 

iteachmac :

7 navigate to XXXXX / Stuff temporary folder .


 

iteachmac :

8 hit cmd a , then cmd c .


 

iteachmac :

9 Navigate to the Mac HD / Users / Your new use


r / the docs folder .

iteachmac :

10 hit cmd v . the files are copied to the new user / docs folder etc .


 

iteachmac :

Check files sizes and amounts .


 

iteachmac :

if good . :


 

iteachmac :

11 go to the Mac HD / Stuff temporary folder . and remove the temp files to trash .


 

iteachmac :

12 empty trash .


 

iteachmac :

the docs folder content etc is not copied to the new user .


 

iteachmac :

typo , not , NOw .


 

iteachmac :

is now copied .


 

iteachmac :

you can also remove the files from the old user , but make a time machine backup first . of the new user .


 

iteachmac :

long winded proc but careful as the old user files are left intact until your done.


 

iteachmac :

you can do the same proc for each , movie , pictures , folder in turn . Dont forget the desktop folder .


 

iteachmac :

If you use address book , ical etc , apple mail , setup icloud and you should have no problems moving from one account to the next.


 

iteachmac :

the above , also you can use an external HD , as a temporary folder , but you may want to add your new user to the ext drives permissions first . .


 

Customer:

Thanks, XXXXX XXXXX a link here for you also. The guy says that he got the same problem and seems that Apple will deal this.


Fyi.

iteachmac :

Yes you can wait for a software update that may fix it , and use the other admin user to make updates and installs .


 

iteachmac :

however , I think moving your docs etc to the new user is the best route . you can keep the older user intact , apart from the music files , that take so much room .


 

iteachmac :

then in time move the rest or see if 10.8.3 fixes this .


 

Customer:

Thanks for your helps. It's pleasure to chat with you. Regards,

iteachmac, The Duke!
Category: Mac
Satisfied Customers: 864
Experience: Mac help ,music midi expert, logic pro recording ,electrical installation ,ilife & all mac computing
iteachmac and 8 other Mac Specialists are ready to help you

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