Several customers who purchased a new Mac with the Apple Silicon M1 application found a problem when trying to recover the machine, which caused it to become non-functional and remain on the error screen, which says “An error occurred while preparing the machine. the update. Failed to customize software update. “
There are at least three threads on MacRumors forums outlining the problem and warning against the restoration of one of the new machines. MacRumors reader RyanFlynn describes the problem:
I just got my M1 MacBook Pro and Macbook Air. Since I don’t need any of the included software, it’s always my procedure to restore the operating system without things like Garage and iMovie.
An error occurred during the installation process related to “customize the system update”
after a few hours on the phone with Apple’s care, they told me that 75 other people had called with this problem and they had no work around. I was instructed to return my systems or wait for a repair. Without a working operating system, there is no way to install future updates, so these computers are effectively brick.
While Apple Support failed to provide RyanFlynn with a reliable fix, others did MacRumors readers have found a solution that seems to work.
Apple has instructions for using Configurator 2 and a secondary Mac to revive or restore an unresponsive Apple Silicon Mac. This method requires the latest version of Apple Configurator 2, a functional Mac, and a suitable cable to connect the two Macs.
Recovery thus restores the firmware, updates recoveryOS to the latest version and deletes and installs the latest version of macOS in the internal storage, thus deleting all data. This method was successful for two MacRumors readers who have had a recovery problem.
Apple may have a fix for this issue in the future, but for now, it’s best to avoid restoring the Apple Silicon Mac. For those who have already done so and are having trouble, the Apple Configurator solution may be worth a try.