Brand new El Capitan iMac - most applications will not install

[komatsu]

Brand new iMac running El Capitan (running latest version) will not install most applications.

For example, Microsoft Office 2016 will not install (setup file downloaded direct from MS site).

Really mystified as to what the problem is:

• HDD checked for errors - ok
• No AV software blocking install
• Time and data settings correct

All ideas welcome.

 

[KALLT]

Can you be more specific? Any error messages? Which applications don’t work?

 

[komatsu]

For example, trying to run the installer for MS Office for Mac 2016.
It gives the impression that installation is going to install. Then I get this:
"The installation failed"
with a subtext of
"the installer encountered an error that cause the installation to fail. Contact the software manufacturer
for assistance"

And it's not only Office, install of other applications install with a similar message.

 

[CoastalOR]

OP: Still no other applications specifically named other than Microsoft Office, which is not delivered via the Mac App Store, so I'll take a guess. What is your setting for System Preferences>Security & Privacy>General>Allow apps downloaded from: ? If is set for "Mac App Store" then that can cause problems for downloads from other sites outside the Mac App Store.

 

[komatsu]

OP: Still no other applications specifically named other than Microsoft Office, which is not delivered via the Mac App Store, so I'll take a guess. What is your setting for System Preferences>Security & Privacy>General>Allow apps downloaded from: ? If is set for "Mac App Store" then that can cause problems for downloads from other sites outside the Mac App Store.

I'll try that (but I'm not near the system at the moment)

Btw, Teamviewer would not install either. Hope this helps!

 

[DeltaMac]

I'll try that (but I'm not near the system at the moment)

Btw, Teamviewer would not install either. Hope this helps!

And, Teamviewer is another app that is not delivered through the App Store.
Another reason that checking your Security & Privacy settings may lead you to the reason for apps not installing.

 

[komatsu]

Ok I am going to try this and will report back in the next 24hrs.

Thanks for the suggestion Coastal and DM.

 

[KALLT]

Both applications happen to be installed with the help of installer packages (pkg files). In that case, the Console application (in the Utilities directory) should provide a bit more information. You should also attach a report of the EtreCheck application (which only collects some information about your system), which can help us further.

 

[komatsu]

ok I changed
System Preferences>Security & Privacy>General>Allow apps downloaded from:

to "internet". But no change. Applications will still not install.

System seems to be getting worse if anything! Wireless mouse has now stopped working.

I looked at Console output. All seems normal except to some reference to a "sandbox" but NO third party sandbox was installed on this system.

I have advised user to return system to retailer.

Apple have really gone to the dogs in the 18 months.

 

[DeltaMac]

Right...
EtreCheck is a great utility that might give you an actual fix (at least a clue about what might be causing this) than the (ultra-tricky) diagnosis "Return system to retailer"

Did you not try erase/reinstall of the system? If brand new, then only takes a few minutes to assure that the OS X system is installed properly.

 

[Floris]

No AV blocking...

Having any anti virus installed is probably the reason for most mac problems. Don't fall for these scammy-like softwares and get rid of the av nonsense, if even possible.. they're like a virus, hard to uninstall

 

[komatsu]

Right...
EtreCheck is a great utility that might give you an actual fix (at least a clue about what might be causing this) than the (ultra-tricky) diagnosis "Return system to retailer"

Did you not try erase/reinstall of the system? If brand new, then only takes a few minutes to assure that the OS X system is installed properly.

I know it sounds like a cop-out but I have wasted enough time on this system. Etre-check cannot be run as none of the remote apps will install. (The user is a Mac novice and is being supported remotely) Two on-site visits already made.

The retailer where user bought it are notoriously tricky to deal with and if the OS was wiped or updated to Sierra that would give them an ideal excuse to come up with some BS about how they cannot honor warranty.

 

[DeltaMac]

Ah, OK.
Even if what you say about the retailer is true, it's still a Mac, and would respond to the same tips/tricks, regardless of where it was bought.
But, if you can't reasonably do hands-on, then that doesn't really give you a good opportunity to do what you would need, despite problems with the original retailer.
(BTW, I hate with a passion, doing full reinstalls on site. Remoting in, and to a customer who provides minimal help, would make that process something that I would rather choose not to do, unless there is REALLY good money offered. I can understand your frustration.
And, Applecare can come into play. Assuming the problem is NOT fixable by simply erasing/reinstalling, then there's a hardware issue of some kind. Running the built-in diagnostics can't hurt anything, and calling Applecare is worth something, even if it is to get transferred to Apple's customer support line just to complain about the retailer.
You can still open a case with Applecare directly, which wouldn't be related to your dealings with some infamous retailer.

What country is this, if I may ask?

 

[komatsu]

Yeah, OS reinstalls are a pain. Time Machine makes them a little less painful however.

From your experience, what might it be? I know there is a lot of variables involved but if you were to hazard a guess of like Top 3 things it might be?

In Northern Ireland btw.

 

[DeltaMac]

hmm...
1. Rule out hardware, if you can, by running the built-in diagnostics.
2. Rule out the system software by doing a wipe/reinstall. Best to do that on-site, so you can monitor. (Retailer can go suck an egg at that point, it's just software) I think the system just has a glitch. YOU can't control that, but you can try a fix with a reinstall.
3. Someone took it out the box, and installed something, giving the system (and you) a royal pain.
related: Maybe the esteemed user at that site is not admitting what they did... What's the old saying about "Just enough knowledge to be dangerous"? Unless YOU took it out of the box, and YOU did the initial setup, so you know for sure.
If you don't know for sure (or you suspect anything), then a wipe/reinstall (with YOU doing it) should do the trick.

I would be focused on doing another on-site, but that's just me... Maybe I don't always know when to quit.

I probably do understand that there is a point where you do back away when you may think there is not a reasonable way forward.
That leaves the final question: If your customer returns the Mac, what is the retailer going to do to HELP their customer?
I guess that's a rhetorical question.