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iBreatheApple
Sep 6, 2011, 01:50 PM
So I was in best buy the other day and picked up the newest MacBook Air 11 for $1101 (including 7.5% sales tax) (AMAZING beast of a machine by the way) and have run in to a problem.

Because Apple likes the cloud so much, we don't get application CDs any longer. By law, Best Buy is required to restore a returned computer. If you go to "purchased" in the app store, you will see your iLife apps but when you click download it will tell you that they are linked to another Apple ID! I called Apple Care and after being on hold for a while I was told that my only option was to email the App Store representatives, BUMMER!

Anyway, even though it will more than likely be a simple 2-3 email solution, Apple is going to have a messy experience with this and it's pretty inconvenient for both sides.

Call Apple Care. Let them know you researched the topic online in case try and ask you to do anything other than what is listed here. If they try to tell you to contact the Mac App store tell them you are certain that is not a resolution. Ask them to contact their engineering team to remove the previous users registration for iLife off the computer/Serial. It does NOT matter if you erase reformat your drive and reinstall Lion, that will not work (by the way, they will not be able to do it while you are on the phone with them as they have to contact the engineers.) After they do this, do the following and you will be good to go!

1) In Finder, click on the Go menu.
2) Click Go to Folder.
3) Enter ~/Library/Caches/com.apple.appstore/
4) Drag adoption.plist to the Trash.
5) Restart and see if they appear in purchased items.



killerrobot
Sep 6, 2011, 01:57 PM
I'm not sure what's going on here - you bought a returned machine from BB, correct? They had restored/reinstalled OSX and apps using their IDs?

Why can't you change accounts by logging into your account via the App store and download what you purchased?

iBreatheApple
Sep 6, 2011, 02:01 PM
I'm not sure what's going on here - you bought a returned machine from BB, correct? They had restored/reinstalled OSX and apps using their IDs?

Why can't you change accounts by logging into your account via the App store and download what you purchased?

It was completely wiped with a new copy of Lion. It showed the 3 apps and when I clicked "install" it said, these items are linked to another Apple ID and are not available for you to download (and a bit more that I don't want to miss-quote), and then the 3 items automatically disappeared from my purchased list. I have no idea how Apple is linking these apps to the ID. The Apple Care rep, told me (before I tried) that it would work because they are tied to the computer. Well, it's definitely not. :o

Bummer.

killerrobot
Sep 6, 2011, 02:09 PM
The only thing that should be linked with the computer is Lion - the apps are individually purchased. So, unless you bought them using your Apple ID, you shouldn't be able to download them.

If Best Buy sold them to you included with the purchase then you need to contact BB for the "disks" because they just ripped you off and sold you illegal copies of apps.

iBreatheApple
Sep 6, 2011, 02:16 PM
The only thing that should be linked with the computer is Lion - the apps are individually purchased. So, unless you bought them using your Apple ID, you shouldn't be able to download them.

If Best Buy sold them to you included with the purchase then you need to contact BB for the "disks" because they just ripped you off and sold you illegal copies of apps.

They completely restored the computer, I had the first time set up and everything. I logged in for the first time. Everything through Apple is sold through the App Store, how could Best Buy help? I understand they should be able to, but I doubt they will. In any event, I'm waiting on hold now.

Mr.C
Sep 6, 2011, 02:20 PM
The only thing that should be linked with the computer is Lion - the apps are individually purchased. So, unless you bought them using your Apple ID, you shouldn't be able to download them.

If Best Buy sold them to you included with the purchase then you need to contact BB for the "disks" because they just ripped you off and sold you illegal copies of apps.

I believe the iLife apps are part of Lion and when you buy a Mac with Lion installed or purchase and download it from the App store those apps can be re-downloaded with the same ID anytime. I suspect as it was an open box item where the OS and apps were restored by Best Buy using their ID the OP is not able to access and download them for free like it should be. Unless I misunderstood I believe this is the issue.

Primus84
Sep 6, 2011, 02:22 PM
I believe the iLife apps are part of Lion and when you buy a Mac with Lion installed or purchase and download it from the App store those apps can be re-downloaded with the same ID anytime. I suspect as it was an open box item where the OS and apps were restored by Best Buy using their ID the OP is not able to access and download them for free like it should be. Unless I misunderstood I believe this is the issue.

This is how I understood it. I imagine if you get in touch with the right team at Apple they will be able to reset it.

killerrobot
Sep 6, 2011, 02:26 PM
I totally missed the "iLife" part of that. Need more coffee. :)

Seems like support should just be able to add that to your purchases - although yes, that is quite a hassle to go through to contact them for everything.

iBreatheApple
Sep 6, 2011, 02:27 PM
I believe the iLife apps are part of Lion and when you buy a Mac with Lion installed or purchase and download it from the App store those apps can be re-downloaded with the same ID anytime. I suspect as it was an open box item where the OS and apps were restored by Best Buy using their ID the OP is not able to access and download them for free like it should be. Unless I misunderstood I believe this is the issue.

No, my apple ID is linked to the OS, it asked me when I set it up. Also, all my apps from my iMac are available for re-download as well. They iLife apps were at the top of my purchases in a divided section.

----------

That was a quick response. Unfortunately, I am about to get the run-around. Taking it back to best buy will do nothing as it is MY information in the OS. *sigh*

Either way I am waiting on a call from the Apple Expert from my local best buy as he was helping customers when I called.

Mr.C
Sep 6, 2011, 02:30 PM
No, my apple ID is linked to the OS, it asked me when I set it up.

Not sure why you can't download the iLife apps then. I guess this is new territory as far as included software goes. Before the OS and associated apps came on a recovery or restore disc and you could just re-install from that.

iBreatheApple
Sep 6, 2011, 03:51 PM
Now they are telling me they can't help me. I'm starting to get slightly irritated because I now have Apple Care, App Store Reps, and Best Buy ALL pointing fingers at each other. This is kind of crazy. Best Buy just told me that it would be the App Store reps and that they can do NOTHING for me at best buy. The App Store rep is telling me that this is a technical issue, and Apple Care is telling me it's an app store rep issue.

Primus84
Sep 6, 2011, 04:03 PM
It might be worth calling Apple Care as she suggests.

iBreatheApple
Sep 6, 2011, 04:09 PM
It might be worth calling Apple Care as she suggests.

Are you trying to be funny?

Primus84
Sep 6, 2011, 04:12 PM
Are you trying to be funny?

No why? - sorry just re-read and saw you had called Apple Care.

Did you ask to escalate the call to a manager?

marc11
Sep 6, 2011, 04:15 PM
Are you trying to be funny?
________________________

Yet another email. So now I've talked to Liz, Benjamin, and Sandra from the App Store. Multiple people from Apple Care, and the Apple 2 specialists from my local best buy. Here is the latest email, with my response this time.

I would call AppleCare again, sometimes you get a different rep with better results or just return the computer to Best Buy asking for either a refund for the cost of iLife or your money back on the computer.

iBreatheApple
Sep 6, 2011, 04:15 PM
Yet another email. So now I've talked to Liz, Benjamin, and Sandra from the App Store. Multiple people from Apple Care, and the Apple 2 specialists from my local best buy. Here is the latest email, with my response this time.

Are you? You contacted iTunes support for help with your computer and with software on the App store. The rep clearly and honestly said it was out of his area of expertise and offered you a very sound suggestion to follow...

Actually, you're wrong, and I'm not.

I did not contact iTunes first of all. Second, she said this is a TECHNICAL issue, not app store related.

Why don't you read the credentials of the rep in the first attachment.

Primus84
Sep 6, 2011, 04:17 PM
Have you tried calling and speaking to a manager?

iBreatheApple
Sep 6, 2011, 04:19 PM
Have you tried calling and speaking to a manager?

They said it was meaningless because they would tell me the same thing, it's an App Store issue. Then I have App Store telling me it's technical. And lastly I have Best Buy telling me to re-contact the App Store because they can do absolutely nothing for me. This is quite lame.

Primus84
Sep 6, 2011, 04:22 PM
They said it was meaningless because they would tell me the same thing, it's an App Store issue. Then I have App Store telling me it's technical. And lastly I have Best Buy telling me to re-contact the App Store because they can do absolutely nothing for me. This is quite lame.

Keep escalating it, someone will be able to help you if you persist.

iBreatheApple
Sep 6, 2011, 04:26 PM
I'm changing the title of this thread.

Apple WE THE PEOPLE are going to have hectic MISERABLE HELL of a time with Lion and open-box items.

:D:o:(:mad:

Primus84
Sep 6, 2011, 04:33 PM
They must have a procedure for this given that they have a refurb store.

LIVEFRMNYC
Sep 6, 2011, 05:26 PM
Have you tried to doing a complete reinstall? BestBuy probably did an upgrade rather than a clean install.

iBreatheApple
Sep 6, 2011, 05:30 PM
Have you tried to doing a complete reinstall? BestBuy probably did an upgrade rather than a clean install.

Ohhhh trust me, they did a clean install because I had to sit there for 2 hours while they did it (the last 2 hours before they closed.)

LIVEFRMNYC
Sep 6, 2011, 05:35 PM
Ohhhh trust me, they did a clean install because I had to sit there for 2 hours while they did it (the last 2 hours before they closed.)

2 hours? That's pretty long.

Did you actually see how they did it? Or was everything done in the backroom?

I HIGHLY suggest you do a clean install anyways.

iBreatheApple
Sep 6, 2011, 06:22 PM
A clean install worked, but majority of users don't have the help of MacRumors or even the knowledge that we do about electronics so I fear this will become a huge problem for open-box purchases. Thanks for the help everyone! :)


EDIT: IT DIDN'T WORK!

marc11
Sep 6, 2011, 06:43 PM
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_5 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8L1 Safari/6533.18.5)

Yet another email. So now I've talked to Liz, Benjamin, and Sandra from the App Store. Multiple people from Apple Care, and the Apple 2 specialists from my local best buy. Here is the latest email, with my response this time.

Are you? You contacted iTunes support for help with your computer and with software on the App store. The rep clearly and honestly said it was out of his area of expertise and offered you a very sound suggestion to follow...

Actually, you're wrong, and I'm not.

I did not contact iTunes first of all. Second, she said this is a TECHNICAL issue, not app store related.

Why don't you read the credentials of the rep in the first attachment.

Try not to be an ******* when people are trying to help huh? And if you took the time you would have noticed that I edited my post after I tetras your post.

iBreatheApple
Sep 6, 2011, 06:47 PM
Try not to be an ******* when people are trying to help huh? And if you took the time you would have noticed that I edited my post after I tetras your post.

I didn't respond to your edited post. I responded to your initial one which was kind of "*******ish" itself. Second, my wording is out of order. It should have read "I'm not (as in not trying to be funny) and (also) you're wrong. Not "you're wrong and I'm not." Lastly, you weren't trying to help, or at least it didn't seem that way when you were trying to badger me for something you didn't even bother checking up on.

DewGuy1999
Sep 6, 2011, 06:49 PM
A clean install worked, but majority of users don't have the help of MacRumors or even the knowledge that we do about electronics so I fear this will become a huge problem for open-box purchases. Thanks for the help everyone! :)


EDIT: IT DIDN'T WORK!

I've read this entire thread and know that you've tried contacting various sources to resolve this issue, but, my suggestion is to call AppleCare and ask for Customer Relations, when you get Customer Relations put the ball into their court and let them deal with it.

Lokheed
Sep 6, 2011, 07:02 PM
The only thing that should be linked with the computer is Lion - the apps are individually purchased. So, unless you bought them using your Apple ID, you shouldn't be able to download them.

If Best Buy sold them to you included with the purchase then you need to contact BB for the "disks" because they just ripped you off and sold you illegal copies of apps.

When you purchase a new Mac that ships with Lion, it comes ready with iLife installed. When you first register your new machine with your Apple ID, and then subsequently log into the App Store, it will ask you to confirm the transfer of the three iLife apps to your account. Once you accept, it will be as if you bought them, and they will be linked to your Apple ID. So future versions can be downloaded through the MAS.

What happened was the person before you, registered that Mac and the iLife apps to their Apple ID. Call Apple can tell the what happened. Honestly though, it would be better to schedule an appointment with a Genius at an Apple Store. Bring in your Air and see if they fix the registration.

These types of cases won't be that much of an issue, but really does highlight that Apple really needs to step up and allow for some kind of migration or transfer of app purchases through various Apple IDs. Currently, they do not allow any sort of migration. You also cannot merge accounts. If they want to keep pushing server-side purchases and remote deployment, they are going to have to devise a way users can do more with their Apple IDs.

iBreatheApple
Sep 6, 2011, 07:22 PM
When you purchase a new Mac that ships with Lion, it comes ready with iLife installed. When you first register your new machine with your Apple ID, and then subsequently log into the App Store, it will ask you to confirm the transfer of the three iLife apps to your account. Once you accept, it will be as if you bought them, and they will be linked to your Apple ID. So future versions can be downloaded through the MAS.

What happened was the person before you, registered that Mac and the iLife apps to their Apple ID. Call Apple can tell the what happened. Honestly though, it would be better to schedule an appointment with a Genius at an Apple Store. Bring in your Air and see if they fix the registration.

These types of cases won't be that much of an issue, but really does highlight that Apple really needs to step up and allow for some kind of migration or transfer of app purchases through various Apple IDs. Currently, they do not allow any sort of migration. You also cannot merge accounts. If they want to keep pushing server-side purchases and remote deployment, they are going to have to devise a way users can do more with their Apple IDs.

Thank you for the detailed response. Unfortunately, my nearest Apple Store is 3 hours away so that really isn't an option. I don't understand why thy can't just credit me for those 3 apps. This is so frustrating.

harcosparky
Sep 6, 2011, 07:51 PM
I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

i4k20c
Sep 6, 2011, 07:59 PM
I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

this. if i'm not mistaken, BB and Staples are the only two B&M stores that offer no restocking fee on laptops and thus you can return this for a full refund within 7 days. Might want to keep trying, but if nothing works (ha, ha) i'd go back and just get a refund...

iBreatheApple
Sep 6, 2011, 08:00 PM
I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

Why should Best Buy pay me additional money? They already lost 10% in the sale to me. It's not their fault.

Lokheed
Sep 6, 2011, 08:27 PM
Thank you for the detailed response. Unfortunately, my nearest Apple Store is 3 hours away so that really isn't an option. I don't understand why thy can't just credit me for those 3 apps. This is so frustrating.

I know that they actually don't offer phone support for iTunes or the MAS. Or even your Apple ID. Sadly, you'll have to email them directly to get answers. I've had similar problems and while they were nice, there really wasn't much they could do about it.

On a side note, did you register the machine to your account? Try that first. I'd you have, then email them (I'm sorry, I don't have the form handy, but if you google "iTunes refunds" you should find it) asking for the addition of the iLife suite to your account. If you still can't get the matter resolved, I'm afraid your best bet is to bring it in. Even if they have to give you an entirely different Air, they have to make it right. You paid for the machine and are entitled to the iLife suite, just like everyone else.

The rest is obviously an issue Apple is going to have to work out with BB and their system.

dfine1966
Sep 6, 2011, 08:35 PM
I have read the entire thread and this is what I have learned.

1. You bought an open box MacBook Air 11inch that was most likely returned by someone, or was used as a demo.

2. You have contacted both Apple(Regular Rep and App store rep) and Best Buy Representative(their Apple Rep).
3. You explained the problem to all the parties and each said it was not there problem.


O.K. First thing I would do would be to go back to Best Buy, where you bought it, and talk to the Manager right away. Ask how it was reinstalled and how they installed iLife. Whose account was it attached to. What I mean, is if someone purchased the computer, and on startup registered their ID to the MacBook Air, everything would be attached to it. If Best Buy just used the restore program you would only have Lion installed and they would have to download iLife with an account, unless they have iLife on a USB drive or disk. I would find out exactly how it was reinstalled and how they put in iLife. It sounds like Lion was put in correctly, but iLife is either attached to the last person who returned it or Best Buy themselves. Once you find out how it was installed, ask the Manager politely if there is way for them to reinstall iLife, using your ID. I would also ask, if that is not possible, could they give you the DVD version, which they still have, of iLife 11. If the Manager says this is an Apple problem, if you have a cell phone, ask the Manager if he or she would be willing to talk to Apple and explain the situation. Then you would dial Apple, and maybe you could get it straighten out.

I my opinion, this doesn't seem to be an Apple problem, it does seems more like Best Buy didn't do it correctly when it comes to iLife 11.

My final advice is to always stay calm, and never get angry or yell. I have dealt with Best Buy and Apple many of times, and if you are nice, you get a lot more from both of them.

Good luck.

iBreatheApple
Sep 6, 2011, 08:48 PM
O.K. First thing I would do would be to go back to Best Buy, where you bought it, and talk to the Manager right away. Ask how it was reinstalled and how they installed iLife. Whose account was it attached to. What I mean, is if someone purchased the computer, and on startup registered their ID to the MacBook Air, everything would be attached to it. If Best Buy just used the restore program you would only have Lion installed and they would have to download iLife with an account, unless they have iLife on a USB drive or disk. I would find out exactly how it was reinstalled and how they put in iLife. It sounds like Lion was put in correctly, but iLife is either attached to the last person who returned it or Best Buy themselves. Once you find out how it was installed, ask the Manager politely if there is way for them to reinstall iLife, using your ID. I would also ask, if that is not possible, could they give you the DVD version, which they still have, of iLife 11. If the Manager says this is an Apple problem, if you have a cell phone, ask the Manager if he or she would be willing to talk to Apple and explain the situation. Then you would dial Apple, and maybe you could get it straighten out.

Good luck.

The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

aziatiklover
Sep 6, 2011, 09:01 PM
The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

So how much money and time have you saved buying a refurbished MBA? I would have returned it if this thing was wasting my precious time and buy a brand new one! To your issue it seems like no one can't really help you with a correct solution cuz you are prolly the first one out there!

dfine1966
Sep 6, 2011, 09:08 PM
The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

I understand you did a clean install with Lion. The problem is that iLife 11 is not attached to you Apple ID. It is attached to either the person that originally bought the MacBook Air or Best Buys own account. It doesn't matter how many times you reinstall Lion, it has nothing to do now with the iLife attachment. That is why I suggested that you go talk to the Manager of the Best Buy, not Geek Squad or the Apple guy there at Best Buy. Bring in the laptop and show the problem to him or her directly. Tell him that it was explained that iLife is attached to another account, and there is no way they can change that, except for you to purchase the 3 separate apps yourself. If you had bought it at Apple, they might have been able to do something, like credit your account, which they still might do, if you call and tell them your problem, and let them know that you are going to buy it, and if it is possible could they credit the difference for you.

In my opinion, this is still a Best Buy problem selling an open box for a product that application are now just downloadable only.

Worst case scenario, is that you have to pay out of your own pocket, about $35 U.S.

You have to think if the aggravation is worth it. You did get a great savings on an almost new product. I just bought my daughter a brand new MacBook Air 13 for school, and she loves it.

Hopefully everything works out for you, and hopefully you enjoy your new laptop after this is over.

LIVEFRMNYC
Sep 6, 2011, 09:25 PM
You need to try the App store on another Mac. I doubt it has anything to do with Bestbuy. The App store apps are not tied to any machine.(At least that's my experience).

Have you changed login ID? Messed with iCloud? Are you Dual booting two separate OSX?

And again, are you absolutely sure you did a CLEAN install? Without any TimeMachine backups?

harcosparky
Sep 6, 2011, 09:42 PM
Why should Best Buy pay me additional money? They already lost 10% in the sale to me. It's not their fault.

When I said a " full refund " I meant that you should get 100% of what YOU PAID back. What else could " full refund " mean?

I believe you said it was an " Open Box " item, in that case BB discounts the item to sell to you and at the same time there is NO " restocking fee " on Open Box items.

The moment an issue pops up, the item gets returned.

It's that simple.

iBreatheApple
Sep 6, 2011, 10:30 PM
So how much money and time have you saved buying a refurbished MBA? I would have returned it if this thing was wasting my precious time and buy a brand new one! To your issue it seems like no one can't really help you with a correct solution cuz you are prolly the first one out there!

It's not refurbished. It was bought (by a store employee actually) and brought back the next day. They said he did it for a loaner (they told me this when I expressed concern over it not being in PERFECT condition and they even let me look at it thoroughly). Open-box and refurbished are completely different. It was $1100 even and normally it would have been $1288.25. So I saved almost $200 on a machine that was opened brand new the day before. But it doesn't matter even if I did decide to buy it refurbished, I am entitled to iLife either way and there should be a better system to this.

PS: The reason I know they are not lying about it being an employee is because I watched them restore it in front of me and he had to call the guy to get the password for the computer (he also did that in front of me.)
When I said a " full refund " I meant that you should get 100% of what YOU PAID back. What else could " full refund " mean?


I don't know. Sorry about that. Today has just kind been all around LAME dealing with this, getting tossed back and forth over and over, etc.

DewGuy1999
Sep 6, 2011, 10:47 PM
I think the problem here is that the MBA is still registered to the previous owner and by association to his MAS ID. Customer Relations is probably the best way to deal with this.

LIVEFRMNYC
Sep 6, 2011, 11:33 PM
PS: The reason I know they are not lying about it being an employee is because I watched them restore it in front of me and he had to call the guy to get the password for the computer (he also did that in front of me.)



They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

iBreatheApple
Sep 6, 2011, 11:54 PM
They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

What! That makes no sense! I opened disk utility while restoring Lion at the recovery screen and ERASED the SDD. I then installed a fresh copy of Lion on the freshly formatted drive.

Lokheed
Sep 7, 2011, 12:13 AM
They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

FYI: You can't use the InstallESD.dmg to install Lion on new MacBook Air's or new Mac Minis. Not enough of these guys for this post —> :rolleyes:

LIVEFRMNYC
Sep 7, 2011, 12:57 AM
What! That makes no sense! I opened disk utility while restoring Lion at the recovery screen and ERASED the SDD. I then installed a fresh copy of Lion on the freshly formatted drive.

Are you sure you didn't type in your Apple ID before install was complete or it didn't carry over any Apple ID. I'm asking cause I've been through a similar situation with the app store and a clean install fixed it.

FYI: You can't use the InstallESD.dmg to install Lion on new MacBook Air's or new Mac Minis. Not enough of these guys for this post —> :rolleyes:

That's BS. I had no problem installing Lion on my sister's 2011 air from a USB stick. So what the hell are you talking about? :rolleyes:

Lokheed
Sep 7, 2011, 02:18 AM
That's BS. I had no problem installing Lion on my sister's 2011 air from a USB stick. So what the hell are you talking about? :rolleyes:

This (http://forums.macrumors.com/showthread.php?t=1222201) buddy.

You read where he says: "2011 Macbook Airs have a special build of Lion so if you had captured the InstallESD.dmg from another mac when downloading Lion through the app store, it won't work on a 2011 Air."

Same thing for the new Minis.

So I guess the real question is, what are you talking about? :rolleyes:

iBreatheApple
Sep 7, 2011, 10:57 AM
I've read this entire thread and know that you've tried contacting various sources to resolve this issue, but, my suggestion is to call AppleCare and ask for Customer Relations, when you get Customer Relations put the ball into their court and let them deal with it.

After spending an hour on the phone with senior customer relations rep, he took my information and said he'd have to call me back and that it could take a couple days because they have no idea what the deal is.

DewGuy1999
Sep 7, 2011, 11:12 AM
After spending an hour on the phone with senior customer relations rep, he took my information and said he'd have to call me back and that it could take a couple days because they have no idea what the deal is.

Still think it has to do with the previous registration on it and if they can transfer the registration to you all will be well. Hopefully they can figure out a way to take care of this because with the number of returns that occur this is bound to come up again and again. Good Luck.

LIVEFRMNYC
Sep 7, 2011, 12:10 PM
This (http://forums.macrumors.com/showthread.php?t=1222201) buddy.

You read where he says: "2011 Macbook Airs have a special build of Lion so if you had captured the InstallESD.dmg from another mac when downloading Lion through the app store, it won't work on a 2011 Air."

Same thing for the new Minis.

So I guess the real question is, what are you talking about? :rolleyes:

I'm talking about experience, not something I read. :rolleyes:

The same exact Lion that I'm using on my MBP 08 is the same that I loaded on to her 2011 Air. Using Disk Utility to restore onto the USB.

Maybe the 2011 air does have a special build, but the regular build surely works on the 2011 air.

snorkelman
Sep 7, 2011, 01:31 PM
on first install of Lion on 2011 MBA when you go to the Appstore you get option to install the iLife apps for free.

To confirm your eligibility for that 'free purchase' it checks the unique identifier of your machine, makes sure its not yet been logged against another AppleID, and then associates the apps with your AppleID

i.e. that unique machine id is the machines 'free iLife coupon' and it only gets to redeem it once.

Once its presented the iLife apps get permanently logged against whichever AppleId was being used at that time.

End result: Original owner, using that same AppleID in future, can redownload those apps as many times as they please, cos ever since that first download they're associated with his/her AppleID.

Silly end result (ie the one the OP finds themselves in) - a subsequent owner doing a clean install can't redeem the free iLife apps that should have come with the machine, as the 'coupon' (unique machine ID) has already been redeemed by original owner and associated forever more with his/her AppleID.

Even more ridiculous end result - I upgraded two of my SL machines to Lion and, as I understand it, neither would be eligible to a free iLife apps update. If Id wanted the iLife apps on either of them Idhave had to buy it at least once. But.. having now bought a 2011 MBA, and got it to associate the free iLife apps that it's entitled to with same AppleId as the other machines, I could now download them onto all three of my machines!

to OP I'd suggest the only things you can do short of returning the machine for a refund, is to try to get someone at apple app store support to reset your machines unique identifier on the database. So that next time its queried it shows as not yet having been used to redeem the 'free iLife apps', OR to have them reassign the iLife apps that were redeemed with it over to your AppleID (rather than the AppleId of the original installer) so that next time its queried it comes back as the correct AppleID (ie your one) and lets you download them.


Trouble with either of those is they're open to potential abuse, and there simply might not even be an appropriate procedure in place within the App Store admin software to allow them to do that.

Things were never this complicated when new computers came with install media, (or at least an install image set that could be placed on physical media)...

DewGuy1999
Sep 7, 2011, 02:37 PM
After spending an hour on the phone with senior customer relations rep, he took my information and said he'd have to call me back and that it could take a couple days because they have no idea what the deal is.

If you go to this Apple page (https://expresslane.apple.com/GetproductgroupList.do) and click on the My Products tab and log in, does your MacBook Air show up there?

iBreatheApple
Sep 7, 2011, 02:47 PM
If you go to this Apple page (https://expresslane.apple.com/GetproductgroupList.do) and click on the My Products tab and log in, does your MacBook Air show up there?

Yes, and it shows my serial number, too.

talmy
Sep 7, 2011, 02:58 PM
Silly end result (ie the one the OP finds themselves in) - a subsequent owner doing a clean install can't redeem the free iLife apps that should have come with the machine, as the 'coupon' (unique machine ID) has already been redeemed by original owner and associated forever more with his/her AppleID.

It's a "silly end result" that was pointed out when the App store first opened. In return for being able to use the apps on all the Macs *you control* the software is no longer transferable. So when you resell, those apps don't go with the machine. This applies to purchased Lion upgrades as well.

Apple refurbished computers are given new serial numbers so are not going to have this problem. Open box computers are another issue entirely. Aren't open box items sold "as is" anyway?

iBreatheApple
Sep 7, 2011, 03:08 PM
It's a "silly end result" that was pointed out when the App store first opened. In return for being able to use the apps on all the Macs *you control* the software is no longer transferable. So when you resell, those apps don't go with the machine. This applies to purchased Lion upgrades as well.
Aren't open box items sold "as is" anyway?

Absolutely not, you still have the full 14 day return period as well as the standard year manufacturer's. They even let me inspect it before I bought it because I said that if there is even a hairline scratch I don't want it (which is when he offered the inspection.)

talmy
Sep 7, 2011, 03:17 PM
Absolutely not, you still have the full 14 day return period as well as the standard year manufacturer's. They even let me inspect it before I bought it because I said that if there is even a hairline scratch I don't want it (which is when he offered the inspection.)

Then I'd suggest you either return it or give in and buy the apps yourself. Maybe BB will offer you the boxed iLife (do they have it?) to encourage you not to return it. Apple's system (and license) only gives iLife to the original purchaser so you have a real battle on your hands!

Lokheed
Sep 7, 2011, 03:41 PM
I'm talking about experience, not something I read. :rolleyes:

The same exact Lion that I'm using on my MBP 08 is the same that I loaded on to her 2011 Air. Using Disk Utility to restore onto the USB.

Maybe the 2011 air does have a special build, but the regular build surely works on the 2011 air.

I guess this guy doesn't know what he's talking about either: http://hints.macworld.com/article.php?story=20110831105634716

You just got the one Air that works... :rolleyes:

iBreatheApple
Sep 7, 2011, 03:43 PM
(First read the emails in the image below)
Now let me clear up that after the 2nd email you see below, he recommended restarting, and if that didn't work, to reinstall lion.

I was then instructed to do the following, which worked!!

1) In Finder, click on the Go menu.
2) Click Go to Folder.
3) Enter ~/Library/Caches/com.apple.appstore/
4) Drag adoption.plist to the Trash.
5) Restart and see if they appear in purchased items.

PS: LMFAO to the last paragraph of my first post. If I only knew...

LIVEFRMNYC
Sep 7, 2011, 04:06 PM
I guess this guy doesn't know what he's talking about either: http://hints.macworld.com/article.php?story=20110831105634716

You just got the one Air that works... :rolleyes:

That's one more than you said couldn't work. :rolleyes:

And did you even read the link you posted, how does this prove me wrong?

Like really, what are you trying to prove?

snorkelman
Sep 7, 2011, 04:08 PM
It's a "silly end result" that was pointed out when the App store first opened. In return for being able to use the apps on all the Macs *you control* the software is no longer transferable. So when you resell, those apps don't go with the machine. This applies to purchased Lion upgrades as well.


it has some justification as a restriction in exchange for multiple installs over X machines of purchased software and OS upgrades.

However the iLife apps are still being touted as part of the out of the box mac experience, not part of the additional software you can get for a mac, or the upgraded operating system you can stick on an older mac.

in the 'Why you'll love a mac' page prospective macintosh adopters are presented with:

'All the software you need is built into every Mac. '
Which goes on to list Garageband iMovie and iPhoto alongside iCal Safari and iTunes..

Its a bit off for those apps to get the same treatment as OS upgrades, and purchased software. A better scenario, in light of the decision to abandon physical media which they were bundled onto in the past, would have been to make them the exception to the rule and use the qualifying hardware as the validation for download from AppStore, not the logged in AppleID.

Edit - looks like the OP got the result he was looking for and had the licence reset :)

talmy
Sep 7, 2011, 04:27 PM
Its a bit off for those apps to get the same treatment as OS upgrades, and purchased software. A better scenario, in light of the decision to abandon physical media which they were bundled onto in the past, would have been to make them the exception to the rule and use the qualifying hardware as the validation for download from AppStore, not the logged in AppleID.

All they needed to do was to continue with the old model -- the OS DVD that came with a Mac had all the iLife apps on it while an OS DVD bought in the store had only the OS. They just needed to have the recovery download contain the iLife software as well as the OS. Problem solved, and also prevents the iLife apps from being used on other systems for which they weren't licensed.

DewGuy1999
Sep 7, 2011, 05:16 PM
(First read the emails in the image below)
Now let me clear up that after the 2nd email you see below, he recommended restarting, and if that didn't work, to reinstall lion.

I was then instructed to do the following, which worked!!

1) In Finder, click on the Go menu.
2) Click Go to Folder.
3) Enter ~/Library/Caches/com.apple.appstore/
4) Drag adoption.plist to the Trash.
5) Restart and see if they appear in purchased items.

PS: LMFAO to the last paragraph of my first post. If I only knew...

Glad to hear you got this resolved. Since this thread may be helpful for others that will follow in your pioneering footsteps, you should change the subject to reflect that it pertains to an iLife reinstall.

iBreatheApple
Sep 7, 2011, 05:47 PM
Glad to hear you got this resolved. Since this thread may be helpful for others that will follow in your pioneering footsteps, you should change the subject to reflect that it pertains to an iLife reinstall.

Funny that you mention that because I thought about that. What should I title it?

They just needed to have the recovery download contain the iLife software as well as the OS.

That would be the best thing to do but I highly doubt they will because that would add an extra gig and a half to the process and it already takes FORever to go through the process of a network restore.

DewGuy1999
Sep 7, 2011, 05:58 PM
Funny that you mention that because I thought about that. What should I title it?

Maybe something like: How to reinstall iLife on an open box return disc less Mac?

That would be the best thing to do but I highly doubt they will because that would add an extra gig and a half to the process and it already takes FORever to go through the process of a network restore.

I think the way it is set up now should work fine (once the bugs are worked out of procedures like this) as iLife is/was an optional reinstall even with discs and should be kept that way.

iBreatheApple
Sep 7, 2011, 08:15 PM
By the way, thank you to everyone who lent a hand in helping solve this irritating problem! :) :apple:

nmplains
Dec 7, 2011, 01:46 PM
Do you still happen to have the case number or the technician that actually got this resolved information? Phone/extension or email? I'm going on day three and hours of phone time with the same issue and they tell me it can't be done this way. Thanks in advance, this is ridiculous!

iBreatheApple
Dec 14, 2011, 01:40 PM
Do you still happen to have the case number or the technician that actually got this resolved information? Phone/extension or email? I'm going on day three and hours of phone time with the same issue and they tell me it can't be done this way. Thanks in advance, this is ridiculous!

I do not. I do know, however, that this was a long and irritating issue and anything other than what I submitted in red WILL NOT WORK. I tried EVERYTHING. You need to call and be firm. If they tell you that's not the way again ask to speak with a supervisor and tell them you've researched the issue online. I don't see how when you explain it they wouldn't see the light anyway because the average user wouldn't know anything about it. I'm sorry I couldn't be more help, I know how you feel.

MaxBurn
Jan 29, 2012, 12:42 PM
Ok, looks like I have this problem too with an amazon warehouse deal machine. I did a clean reinstall with a new SSD and only used my apple id but I guess the previous owner claimed the ilife package under their id.

Before I contact support I looked in the specified folder and I don't have a adoption.plist file in that folder.

Has something changed in the way this all works to anyones knowledge? (yes updates below)

Has anyone else had success in calling in to get the ilife apps reassigned to their account?

edit: Minor addition it does not appear to be possible to purchase the apps either, all I see is an accept button which leads to id verification and the message you don't own it.

edit2: I found several threads in the apple support community that if you keep contacting support and get a "Customer Relations agent" or a "Senior Advisor" they can issue voucher codes to add to your iTunes account so you may also own the ilife suite.

This is a big mistake as the software should be tied to the computer, apple even says so on http://www.apple.com/ilife/ "All a part of every new mac."

So I will be calling in tomorrow and seeing if I can get this resolved, wish me luck.

MaxBurn
Jan 30, 2012, 08:44 AM
First step in the runaround, apple support directed me to the app store support at:

http://www.apple.com/support/mac/app-store/

So I will do that and see what happens. By all accounts it isn't a simple or easy process.

Also apple support was completely unable to pull up my computer serial number. Even if I copy paste the SN into the support website it says invalid. Wonder what that is all about.

A little less impressed with my first mac now.


Update: They directed me to Apple Store Customer Support, so that's step three I guess.
Dear Scott,

Sarah here, from the iTunes Store Customer Support Team, happy to be of assistance to you today. I understand you cannot download iMovie, iPhoto or GarageBand as the applications are assigned to another Apple ID. I can certainly appreciate that you would want this resolved right away and I would be more than willing to direct you to the appropriate department on how you can receive more information and get this resolved, as this is not an issue that iTunes Support can assist with as it is out of our scope of support.

Your request for assistance has reached the iTunes Store Customer Support team, which answers questions exclusively about iTunes Store billing and accounts and downloading purchases from the iTunes Store. Although this team does not offer sales support for the Apple Store, I'm happy to guide you to some Apple resources that should help.

Many issues can be resolved by visiting the Apple Store Customer Support website:

http://www.apple.com/support/store

If you would like further assistance, please call Apple Store Customer Support at 1-800-MY-APPLE (1-800-692-7753). Please inform the advisor that you cannot download iMovie, iPhoto or GarageBand as the applications are assigned to another Apple ID. Help is available from 8 a.m. to 9 p.m. CT Monday through Friday, and from 9 a.m. to 6 p.m CT on Saturday and Sunday.

For information about Apple support options, please visit:

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

I hope this information has been helpful and you are able to resolve the issue with Apple Store Customer Support. Take care, Scott.

Sincerely,

Sarah
iTunes Store Customer Support


Another update:
Apple Store Customer Support at 1-800-MY-APPLE (1-800-692-7753) escalated the case to the iTunes store for an exception called RTA which by all accounts sounds like what I need. Also they were the only ones that could see my serial number and asked me to put in a purchase date which is also good. Seems like these are the guys that can make things happen, not applecare or the app store. Unfortunately the RTA process is a 24-72 hour response time. Apple store customer support isn't able to directly issue a voucher but they are apparently the only ones that can make the app store understand the situation.

talmy
Jan 30, 2012, 09:46 AM
Ok, looks like I have this problem too with an amazon warehouse deal machine.

Seems to me you should be having an issue with Amazon. I don't know what an "Amazon Warehouse Deal" is, nor how much you paid, but you probably have been better off with an Apple refurbished machine. They are issued fresh serial numbers. Open-box systems (assuming that's what the Amazon Warehouse Deals are) are always somewhat of a risk.

MaxBurn
Jan 30, 2012, 10:32 AM
Seems to me you should be having an issue with Amazon. I don't know what an "Amazon Warehouse Deal" is, nor how much you paid, but you probably have been better off with an Apple refurbished machine. They are issued fresh serial numbers. Open-box systems (assuming that's what the Amazon Warehouse Deals are) are always somewhat of a risk.

It isn't limited to amazon, anyone and everyone selling a lion computer will have this problem. Apple used to send disks with the computers and if you had that you were good. But now that they don't and use the app store you have this situation.

IMO to fix this apple needs to tie these apps to the machine serial number, not an apple ID. In the meantime fix the runaround process for support.

Or you could say they only come with new macs. IMO this isn't right as you can cheat and to get these apps all you would have to do is buy a mac, sign in and then return it. You then have ilife on all your machines, because it is tied to your apple ID.

talmy
Jan 30, 2012, 04:43 PM
The issue is that the software used to belong to the machine, but now it belongs to the original purchaser of the system. Software cannot be transferred, so the personal sale of a system simply doesn't include software other than the original operating system. Unless Apple has a way to revert the software license anyone could buy a new Mac, install the latest iLife on all of their systems, and return the Mac. The new software sales model has advantages, but also disadvantages.

Generally open box purchases are sold "as-is". This is no different than some physical item not being in the box. If Amazon (or some other vendor) is implying that the Mac is "complete" they should provide the DVD with iLife on it.

MaxBurn
Jan 30, 2012, 05:13 PM
You grasp the situation but I don't think you grasp the intent. Was the intention for it to work that way now which is a departure from the past or is this a mess-up? I am on the side that this is a mess-up, as in this is unintended consequences of moving to the app store model and a diskless distribution method.

If the intent was for it to forever be linked to one persons account no mater if they returned the machine or not then we wouldn't see them issuing voucher codes for the applications on apple support communities and everywhere else. Besides, how crazy would that be? The software belongs to you even if you return it and the machine? That stinks of a mess-up.

MaxBurn
Jan 31, 2012, 12:46 PM
Yay, downloading now.

Dear Scott,

Good Morning! Elaine here again from iTunes Store Customer Support.

The iLife apps have been released from the other account and you should now be able to accept them on your computer. Please try accepting these apps again. You should see your iLife applications appear in the Accept portion of the screen. Click Accept.

You may be asked for your Apple ID and password once again. Your iLife applications now move to the Purchased section. These applications are part of the software that came with your Lion based computer. Your account will not be charged for them. Click Install to compete installation of your applications.

I hope the above information is helpful in resolving the issue you reported Scott. Thank you for being a valued Mac App Store customer. Have a great day.

Total time to resolve about 29 hours, two half hour phone calls and about five emails. Not terrible but far from good.

My advice is to go straight to Apple Store Customer Support at 1-800-MY-APPLE (1-800-692-7753). Applecare mentioned in the top post can't really help you.

micrors4racer
Jun 18, 2012, 06:31 PM
I tried what was said on this thread and it worked on my used Mac Mini. I called the number listed and spoke to a iApps specialist
Sterling Rios
iApps Senior Advisor

He talked to his engineers got everything done in less than 45min. They solved it by using vouchers.

http://img.photobucket.com/albums/v446/micrors4racer/ScreenShot2012-06-18at42652PM.png

http://img.photobucket.com/albums/v446/micrors4racer/ScreenShot2012-06-18at42829PM.png

jinxedID
Dec 1, 2012, 10:59 PM
I just received these instructions from a Senior iTunes advisor.
This worked for me.

1) Make sure that Mac OS X has all available updates installed (this is done by clicking on the Apple menu > Software Update.)

2) If it's open, quit the App Store application by clicking on the App Store menu > Quit App Store.

3) In the Finder click on the Go menu > "Go to Folder…" and type (exactly as shown, with the same punctuation and capitalization, without the quotes): "/Library/Application Support/App Store" and click the Go button. If a folder opens and contains a file named adoption.plist please drag this file to your Desktop.

4) If you have any iLife applications (iPhoto, iMovie, Garageband) already installed please drag them from the Applications folder to the Trash.

5) Re-open the App Store application, click on the Updates section, and accept any iLife apps shown.