Please help! I cannot install OS update on my M1 MacBook Pro and I'm freaking out (owner issue)

[pjv1990]

Hi everyone.
I've been trying to install the latest OS update on my M1 MacBook Pro however it's not working and I'm freaking out. I'm praying that someone here will know what to do and help me out.

I'm not really technical about the more detailed fixes, I don't have a clue about using Terminal and things like that so please bear that in mind.
The Problem: I'm attempting to install the OS Monterey 12.1 update however it's not letting me. Whenever I click the Update Now button it's telling me:

- "In order to continue installing, you need to be an owner." -

I'm the only user/account on this laptop and I'm obviously the admin for the machine so I don't know why this is happening all of a sudden. The last settings I changed was to allow my Apple watch to unlock my Mac (which wouldn't work, which is why I attempted to update both devices. Which is when I noticed this problem). I really hope one of you knows how to fix this problem as I'm freaking out about it. I've posted a screenshot of the box that appears when I click the 'update now' button.

PLEASE help me! & remember that I'm not familiar with Terminal and other fixes like that, so I'd appreciate it if you could walk me through that process and treat me like total computer noob haha (if that's the only way to fix my problem).

Thanks for taking the time to read this, I'd be forever in your debt if one of you can tell me how to fix this problem.

Kind Regards,
Pete.

 

[pjv1990]

I can't even change my password for my user account either. I was attempting to turn off 'Find My Mac' and after entering my AppleID password I was prompted for my user ID password and despite entering the correct password, the password entry box kept shaking as if I had entered the incorrect password. So I then tried changing my password and even entirely removing the password and then this box came up. I'm really worried something seriously wrong is going on with my MacBook Pro...

 

[MBAir2010]

do you have a time machine back up of a previous version?
if so, then reinstall that
if not then you might need to reinstall via internet recovery if possible.
or wait and bring this into were you purchased the MacBook.
since you have other MacBooks you have more knowledge than most of us here/and me.
also check macworld, this site and 9to5 mac to see if this is a Monterey glitch.

 

[Nermal]

Do you have a Profiles icon in System Preferences, and if so, are any listed in there?

 

[pjv1990]

Do you have a Profiles icon in System Preferences, and if so, are any listed in there?

I'm sorry, I'm not sure what you mean by a Profiles Icon/things being listed in there.

I forced the update through terminal however the password/admin problem persists. I've just talked to apple support. They instructed me to try and change the password through recovery mode, going through deactivate my mac and trying to set a new password there because apple said that might reset my log in configurations or something.

I entered a new password however got "Reset Password Failed: Could not verify credentials because directory server does not support the requested authentication method" they couldn't offer any other solution so have arranged a call from a senior technician later on today.

This whole event has baffled me entirely. It's like I don't have admin privileges despite it saying so in the users and groups panel in system preferences. Even though I managed to force the update to install via the terminal, I'll still get the "in order to continue installing, you need to be an owner" box every time an update is issued. I'm not an 'owner', I can't change my password because I'm told "Your system administrator may not allow you to change your password... etc"

It's like I'm not an admin despite the users and groups panel telling me I am. It's like some permissions/user account thing/process is corrupt or something. I've searched Google and found nothing similar to my problem where I can't even change my password.

I'm so frustrated and worried. I can only hope the senior Apple technician will be able to help. If only I could talk to Craig Federighi 😂

 

[throAU]

Id be calling Apple support.

It's possible there are server issues on their end which are preventing your account from being authenticated, or somehow your Mac has been un-linked from your account.


edit:
see you've spoken with support.

Try another internet connection if possible? The error you're getting about LDAP directory server(s) is weird, sounds like the Mac is trying to talk to a network server for activation, and failing.

This Mac isn't part of any sort of enterprise management program is it? I'm wondering if your serial number has somehow been mistakenly added to some cloud device management...


I had a weird issue attempting to add AppleCare to mine a few days in... had to go through apple support as somehow my machine hadn't been registered on Apple's end as being purchased or something and was not eligible for AppleCare on Apple's server side, but showed as having X days remaining on the device itself.

Not the same issue as you, but potentially related to the machine not yet being allocated to an owner or such. I got that sorted before 12.1 was released, so no problems with my upgrade here.

Could be that running on skeleton staff, apple's activation servers, etc. might be having some weird problems lately.

 

[NoBoMac]

Do you have a Profiles icon in System Preferences, and if so, are any listed in there?

Reset Password Failed: Could not verify credentials because directory server does not support the requested authentication method

Sure sounds like a profile in place, especially with that error message. Looks like this is a corporate or school owned device and at minimum, not allowing random OS updates.

If not corporate, you might have installed some malware that's blocking you from doing things (aka a profile). If you don't have a good backup that you can wipe the drive with, worst case scenario might be that you will need to wipe the drive and start fresh (but even that might be difficult, as first thing that recovery will prompt for is the Admin password, but that too would give a clue re: what other Admin accounts are on the machine [ie. see an odd Admin account as an option to unlock the device]).

 

[Nermal]

I'm sorry, I'm not sure what you mean by a Profiles Icon/things being listed in there.

If you open System Preferences, is there a Profiles icon?


The other thing I'd check is Users & Groups; under Login Options is there a Network Account Server?

 

[Fishrrman]

OK, let's do it the easy way:

Do you have a brick-n-mortar Apple Store anywhere nearby?
Are they open for business (some are currently closed due to covid restrictions, I think)?

If so, make an appointment at the genius bar and let them have a look at it.
It will help if you have your original sales receipt (as proof that you are the owner).

Do you have much in the way of personal data on the Mac?
If so, I'd create a backup before taking it to the genius bar.

 

[pjv1990]

So something incredible has happened. Apple support chat was useless at understanding or attempting to fix this issue.

As a last resort I send a long, detailed email to Craig Federighi explaining everything that's going on. I didn't expect anything to come from it however one and a half hours ago I received a phone call from Apple in the U.S. and they told me that Craig had read my email and instructed someone to get in touch with me to investigate what's going on! Can you believe that? I was shaking haha. I'm still shaking now.

My case has now been passed up the chain to a senior software engineer at Apple looking at everything I've sent them.

I cannot believe that Craig took time out of his day to read my long, detailed email and got someone at Apple to contact me and investigate the issue further. They told me over the phone that a software update may need to be issued and that I'd be contacted with further information shortly.

Craig, thank you so much!

 

[Maclife80]

any updates to this?

 

[Artiste212]

So something incredible has happened. Apple support chat was useless at understanding or attempting to fix this issue.

As a last resort I send a long, detailed email to Craig Federighi explaining everything that's going on. I didn't expect anything to come from it however one and a half hours ago I received a phone call from Apple in the U.S. and they told me that Craig had read my email and instructed someone to get in touch with me to investigate what's going on! Can you believe that? I was shaking haha. I'm still shaking now.

My case has now been passed up the chain to a senior software engineer at Apple looking at everything I've sent them.

I cannot believe that Craig took time out of his day to read my long, detailed email and got someone at Apple to contact me and investigate the issue further. They told me over the phone that a software update may need to be issued and that I'd be contacted with further information shortly.

Craig, thank you so much!

Awesome - please post the fix when you're certain it works. We'd all like to know the answer to this issue!

And of course, congrats on successfully bypassing the "bad apple" in Apple support.

 

[pjv1990]

any updates to this?

Not yet unfortunately, I had another call a few days ago with the person I originally spoke to on the phone who needed to ask a few more questions about everything (confirming the sequence of events, what I did to try and resolve the problem and asking if I'd changed any settings etc...) He told me that three people are looking into this and that they'd get back to me when they have an update. I don't know for sure but I get the feeling there is more to this problem then I'm being told.

Craig Federighi looking at my email and getting someone to contact me, three engineers looking at one problem from one customer... I'm probably crazy for thinking this but perhaps this incident has uncovered a flaw that they're worried about?

With this latest phone call they originally tried calling the day before, however I was away from my phone. I had 10 missed calls from Apple. I've never known any company (including Apple) to be that persistent

 

[Fishrrman]

OP:

I'd suggest you go back and RE-READ the advice I offered to you in reply 9 above...

 

[jefnot]

i think this is going to involve secure tokens. did you migrate your profile onto this mac from another? is there another user account on this mac, and if so, have you tried to install with that one?

 

[CallMeDave]

I've never known any company (including Apple) to be that persistent

Did Apple ever provide a clear answer to this?

Volume ownership is different from Secure Token, and we've seen the former prevent Montery upgrades but today is the first time I'm seeing an issue with a Monterey point update (12.1 to 12.3) using the word "owner".

Let us know!

 

[carestudio]

any luck? I think I am hitting the same problem now. Hope Craig could make the magic for you.

 

[UKmacnut]

There is a similar discussion over here: https://community.jamf.com/t5/jamf-connect/jamf-connect-wont-verify-password/m-p/227709 with one poster saying Apple's revive + restore firmware technique here works: https://support.apple.com/en-gb/guide/apple-configurator-mac/apdd5f3c75ad/mac I have a similar issue so I'll be trying it soon.