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. Choose 'System Preferences'.
3. Press the Accounts icon.
4. Find your account in the list to the left of the Accounts window. If the word 'Admin' is below your account name, 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 to Step 2.

Step 2: Enable the helper tool

Check to see if the helper tool is disabled. If it is, enable it:

1. Open Terminal. To do this, you can 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/com.apple.xpc.launchd/disabled.plist | 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, try 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. Check that our software is installed in the default directory (Application folder).
2. Open the Terminal.
3. Enter this command and press enter:
   ls -la /applications
4. Send a screenshot of the results to us, and we will investigate further.