Tuesday, August 9, 2011

How to revive Mac App Store when its stuck forever waiting...

I recently went to the App Store application on my Mac to download the Lion version of Apple's Xcode development tools.  I was prompted for my Apple ID and password (which I provided) and then I left the App Store app on its own to complete the download and install.  After about 30 minutes I went to check in on its progress and saw that it had downloaded exactly 0 bytes.  The status on the Purchased page was Waiting...

Waiting for Godot

...and waiting and waiting.  I quit and restarted App Store and still my downloads were stuck waiting.  I dug around a little and it turns out this is not an uncommon problem but the remedies suggested were all over the place.  Everything from installing updates and deleting caches (both good ideas) to deleting your Library folder (not a good idea).  I like to attack problems like this by starting with the easiest and least invasive measures.

I should state right off the bat that these solutions are meant to incur as little disruption as possible but do require the use of some programs that might not be in your usual repertoire: Activity Monitor and Terminal.  If you are at all uncomfortable using these tools you can always use that old Windows chestnut... reboot.  Yes, rebooting your Mac should have the same affect as solution 1 at least.  But if you don't want the hassle of rebooting then read on.



Solution 1: Kill the Zombie

The App Store uses a process called "storeagent" that runs continuously in the background.  It seems that sometimes this process can go a little wonky and fail to respond to requests to download app purchases.  What we want to do is kill this zombie process (it will start up again automatically).

Start Activity Monitor
First, quit the App Store application (e.g. by selecting "App Store->Quit App Store" or pressing Cmd-Q or click the red dot in the top left corner of the window).  Start up Activity Monitor (you'll find it on Lion's launchpad in the Utilities collection or using Finder in Applications/Utilities/Activity Monitor.  Activity monitor is used to display the processes running on your Mac.  You could go hunt around for the process called "storeagent" but an easier method is to enter "storeagent" in the Activity Monitor filter box as illustrated below (some of the numbers will be different).  Highlight the "storeagent" process by clicking on it.  The "Quit Process" stop sign should become available.  Go ahead and click on Quit Process to kill "storeagent". You'll be asked if you really want to quit the process.  Confirm by clicking "Quit".  Normally this should do the trick and the process will disappear immediately and be replaced a little while later by a new process (with a different number in the PID column).  However, if the process is a deep zombie, you will need to click "Force Quit" in the confirmation dialog.  Do this only as a last resort as it is possible to damage system files by using Force Quit too often. 

Activity Monitor Filtered for "storeagent".  Note the "Quit Process" stop sign is now clickable.

Now go ahead and restart the App Store application.  Click on Purchased, find your purchase and select Resume. After you enter your Apple ID and password your purchase should start downloading.   However, if the App Store is still stuck in Waiting move on to Solution 2.

Solution 2 - Purge the Caches

Solution 1 has always worked for me but I've heard of cases where more intervention is required.  If this fits your situation then go ahead and quit the App Store application again.  Now we do some typing into Terminal. You can find Terminal in the same Utilities folder that you found Activity Monitor.  When you start it, it should look something like below.

At the Terminal prompt
What we're going to do is use some commands to delete App Store caches.  You do not need to worry about deleting these files since, by definition, they are a copy of what is already stored on the Apple servers and will automatically be restored.  Type of the following commands exactly as you see below (in fact, go ahead and copy and paste them into Terminal).

rm -r ~/Library/Caches/com.apple.appstore
rm -r ~/Library/Caches/com.apple.storeagent
rm ~/Library/Preferences/com.apple.appstore.plist
rm ~/Library/Preferences/com.apple.storeagent.plist
rm ~/Library/Cookies/com.apple.appstore.plist

Now go and do the steps in Solution 1 again.  Once you're done that, start up App Store, go to Purchases, and select Resume on your download.  Enter your Apple ID and password and you're off to the races.

144 comments:

Pete said...

Awesome, thanks a ton.

Jannis said...

thank you sir

Living Backwards said...

Many thanks - you fixed my afternoon.

Benjasmya said...

You rock! I am a Windows expert who has recently made the transition to a MacBook Pro and had no idea how to troubleshoot this. Thank you for your help!

Anonymous said...

Excellent! Thank you.

Anonymous said...

Thanks a lot, works good!

digitalformula said...

Hi - I'm having this problem (i.e. password isn't accepted in iTunes Store or App Store). Deleting all the files hasn't worked and I have no process called 'storeagent'.

I've reset my password and logged into iCloud successfully - just App Store and iTunes (for home sharing) won't work.

Any suggestions on what else I can try?

Peter Scheyen said...

digitalformula: Your iTunes account and iCloud account are not necessarily linked. It might be that your iTunes account uses a different username and password?

Anonymous said...

Thanks a lot. I solved my problem within a minutes.

Anonymous said...

The cache cleaning solution (#2) worked for me. Thanks a ton.

Louie

BMR said...

Followed your tip to the letters but unfortunately just deleted 12 GB of download. A little disappointed. Any tips to recover or do I need to leave the mac on for another 24 hours to complete my download?

Anonymous said...

Thanks so much, worked for me!

Anonymous said...

For me these tips worked for only one app download, then the same problem happened again. I managed to solve the problem by repairing my disk permissions in the disk utility manager.

Mark Jones said...

Thanks for that. Did not work initially but repeated the rm -r(s) in the terminal until no file found, that did the trick.

Well done.

Anonymous said...

Thanks! I had seen Activity Monitor used before, but I had never used it. Solution 1 solved my problem without a hiccup. I appreciate your taking the time to write and post this.

Anonymous said...

You are awesome! Thanks a million! I had contacted Apple about this and they blamed the author of the software I'd tried to download.

Anonymous said...

I had a download that was hung up in LaunchPad. I'd downloaded an update to iPhoto, and LaunchPad said it was installing for 24 hours. The App Store app said it had downloaded completely (which made sense, since LaunchPad said it was installing), but it wouldn't let me download again. Step 1 didn't solve the problem for me, but Step 2 and repeating Step 1 did!
I've got a MBP 15-Retina, and yes, I've already had to fix a few disk permissions, so I'll go ahead and do that, too.
Thanks for a detailed solution.

Anonymous said...

Thank you so much. It worked. If it wasn't for you i would have missed my Mountain Lion update :)

Anonymous said...

Tried it again and again. No fix, fortunately not something I need immediately. I'll look around for other solutions.

Eric Armstrong said...

I got stuck on a Software Update for Mountain Lion. Trying to quit App Store it said that you can't quit in mid download of a system update. But I said screw it and used Activity Monitor and Force Quit App Store and the zombie storeagent, restarted App Store and it worked just fine. Yay.

Eric Armstrong said...

THANKS, forgot to say!

Anonymous said...

you win. thank you.

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Anonymous said...

Thanks so much man!

Jake said...

Thanks a lot, this worked real quick

Anonymous said...

Worked a treat with a hung download of iPhoto 9.3.2 on MacOS X 10.8.1. Thank you muchly. As for why Apple got rid of a perfectly functioning softwareupdate tool for storeagent… :sigh:

William Mora said...

Thanks, worked for me

Jim Moy said...

Thank you.

Anonymous said...

Thanks! Worked very well.

Anonymous said...

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Austin said...

Thanks so much! I killed storeagent using Terminal, but it's the same process, really.

Jorge said...

Thanks sooooo much, I was about to get crazy with this!

Fernando Fernandes said...

Worked like a beast! Thanks a lot!

Benjamin said...

Nice one, thank you! I had to resort to step two but at least everything is working again!

Adison Ross said...

Nice post! But experts highly recommend to create a clone of Mac OS X or your important files or drives before upgrading OS, inorder to protect from future data loss situations. You can create backup either by Mac time machine or using some good third party application like Stellar Drive Clone etc.

Adison Ross said...
This comment has been removed by the author.
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Adam Bass said...

Hey, so I didn't read through all the comments (which BTW seem to be quite OT by now), but I tried the solution above and at first it didn't work for me.

The download that was stuck for me was OS X Mountain Lion. I'm currently on Mountain Lion, but needed to redownload the installer. I started by quitting the storeagent process, and when that didn't work, I deleted all the caches, prefs and cookies as instructed. When I reopened the Mac App Store and went to the Purchased tab, it still showed OS X Mountain Lion as paused, and said I had to login to see the rest of my Purchased apps. This was not a good sign, as I assumed it would not still show up before logging in after deleting all those caches.
When I hit resume, after several seconds it started again, but after several seconds, when anywhere from a few hundred kb up to about a meg had been downloaded, it would stop, go back to 0 bytes, and start over. So at this point, I did the only thing I could think of…I paused the download, secondary-clicked on the stuck item, and chose "Hide Purchase…" Then I went to my account page (View My Account from the Store menu), and went to hidden purchases. There, low and behold, was OS X Mountain Lion, downloading normally in the Hidden Purchases list! Almost 70 MB downloaded so far, no issues yet. I'm not sure what it'll do when it finishes, if it'll automatically "unhide" itself and go back to the normal purchase list, or whether the "pause" button will change to an "unhide" button, like my other hidden apps.

In any case, it appears to be downloading normally. So, if your downloading app is still stuck after you follow all the instructions above, try hiding your purchase, and then go to your Hidden Purchases list in your account.

Adam

Adam Bass said...

Oh BTW, when I clicked "Done" to exit the Hidden Purchases list, and now in my normal Purchase list OS X Mountain Lion does show up, but in a separate list on the top, "Other Purchases." I'm assuming it'll go into the regular Purchases list when it finishes.

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I have OS Lion. I tried Solution 1, but couldn't complete the process listed because I am unable to locate the "storeagent". I searched manually and I also typed it in the filter to search. It did not show up. What's wrong? Thanks!

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Anonymous said...

Thanks for the solution!

Anonymous said...

My macbook froze so I turned it off and restarted it. When I restarted it automatically went to a purple and white squiggly/fuzzy screen. Eventually a message pops up telling me to restart it. When I do it brings me back to the same screen.

Would this be a hardware problem with the screen or something, or is it a virus or something like that. Thanks inadvance.

Anonymous said...

Awesome work. Have been trawling apple forums for ages - you nailed it!

chizet said...

Thanks!

Anonymous said...

Thanks, my storeagent process was stuck good and needed both steps to work.

Anonymous said...

thanks!

Anonymous said...

had the same problem with the same app, solution 1 worked. thanks so much

Anonymous said...

Thanks a lot. Solution 1 helped and i could resume my Xcode download from where it had last stopped!

Dozesai said...

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Anonymous said...

Thank you!

Mrgenie said...

I tried step 1, step 2, step 1+2, step 2+1, nothing worked..

I am located in Germany... seems as if the server couldn't be reached..

I then, since I'm using a continental VPN, switched to use a VPN host in the netherlands.. download continued..
to test it..
I did some other downloads and used VPN hosts in several EU countries..

everything worked..

switching back to Germany: waiting waiting waiting..

so.. Guess sometimes the Server the app-store tells your client to download from can be the problem and not your PC itself..

Aasheianaa Ladhani Zuzarte said...

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Anonymous said...

You have no idea how many website/forums I searched for a solution to this problem. After many wasted hours, I found your solution, typed it into Terminal, and 2 seconds later, Mac App Store works again! Just want to say THANK YOU!!!! YOU ROCK!

Anonymous said...

you made my day! thanks a lot!

Paranoid Android said...

Thanks for review, it was excellent and very informative.
thank you :)

Anonymous said...

You don't kill zombies buddy! Zombies can't be killed.
If you meant the daemon maybe then...

Anonymous said...

Thx,
first solution worked fine!

Josi Bunder said...
This comment has been removed by the author.
Sara said...

I allways have problems with itunes, maybe you can show me how to fix it someday if i can get a whats app download

Anonymous said...

thanks. useful blog post

Aaron Landry said...

Thank you!

Anonymous said...

Awesome. I did have to go through it twice and do a force quit, but it finally solved the issue. (I had also used disk repair first to repair disk permissions.)

Anonymous said...

Maybe you should mention that stopping the "storeagent" process will make you start the entire download over from the beginning. Just lost a 7g download. Thanks for nothing.....

Anonymous said...

Thank you so much, this works!

Anonymous said...

If you are not finding storeagent, then search up store and kill all the processes you can. This worked for me!

Anonymous said...

thanks my man, step 1 did the trick!

Anonymous said...

I can't find the store agent in the activity monitor. I don't know what to do now

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bets said...

Help!!
I tried your suggestions and now everything hangs in the app store!! What did I do wrong and how can I fix it?
thanks!
um, confession, I couldn't find "store agent" either, so I quit all items that came up in the search for "store." Was that royally bad?

Anonymous said...

Hello,

Thanks for these steps. This is what has to be done rather what Apple says "Restart the Router" WTF?

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Anonymous said...

Thank you so much! After killing all the processes with "store" in the title my download is functioning properly again. Thank you!

Arc said...

I did the same by killing the storeuid and storedownloadd processes ... it worked, thanks a ton. :)

Antonio Noriega said...

Thank you very much, clear cache works on El Capitan!!

Anonymous said...

Thanks, dude!

writingmylife said...

Many thanks.

DJSOCCERCLUB 24 said...

im gonna need some help because my problem is the activity monitor storage doesn't work on it

DJSOCCERCLUB 24 said...

storeadge i meant

Thomas Jäger said...

I had an empty app store on El Capitan, with the tiny wheel in the upper left forever turning (Like them wheels in the sky). Threw ebberyfing away wit »store« in it in cache and preferences killed ebbery thread wit »store« in it on activity monitor – et voila – it works again in perfection. You made my day a great day!

Thnax, Sir!

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