Mac installation or update issue: Error -2/1000

If you're having issues installing or updating our software, here's what to do. 

Step 1: Reinstall 

To fix the issue, try reinstalling our software. When updating or reinstalling, you may see this prompt "Update is trying to install a new helper tool". At this point, enter your Mac's admin username and password (not your account login details).

To check if your Mac account has admin rights:

  1. Open the Apple menu.
  2. Select 'System Preferences'.
  3. Press the Accounts icon.
  4. In the list of accounts on the left side of the Accounts window, locate your account. If the word 'Admin' is below your account name, then you are an administrator on this workstation. If you don’t have the administrator's name and password, ask the person who set up your Mac for help.

If these instructions don't work, move onto Step 2.

Step 2: Enable the helper tool

Check to see if the helper tool is disabled. If it is, you'll need to re-enable it:

  1. Open Terminal. To do this, you can either open your 'Applications' folder, then open 'Utilities' and double-click on 'Terminal'. Or press Command and the Space bar to launch Spotlight and type "Terminal". Then double-click the search result.
  2. in Terminal run:
    more /private/var/db/ | grep com/starstechnologies.updater
    • If it returns " < key > com.starstechnologies.updater < /key > ” then it is disabled
    • Re-enable the helper tool using:
      sudo launchctl enable system/com.starstechnologies.updater

If Steps 1 and 2 don't work, move onto Step 3.

Step 3: Send us details, and we will investigate

It's likely that our software does not have enough permissions to update to the latest version. Our software needs 'read', 'write' and 'execute' permissions to run.

To verify this, follow these steps:

  1. Make sure that our software is installed in the default directory (Application folder).
  2. Open the Terminal.
  3. Enter the following command and press enter:
    ls -la /applications
  4. Take a screenshot of the results, send it to us, and we will investigate further.


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