10 Replies Latest reply: Nov 26, 2012 3:51 PM by Linc Davis
weaksides Level 1 Level 1 (0 points)

I recently upgraded this Lion-equipped iMac to Mountain Lion and this week a problem seems to have developed. I don't know if it's related to the OS upgrade or what, but it is quite annoying.

 

My wife and I keep separate user profiles in the iMac and we're both in the habit of logging out when we're done and returning the computer to the user login screen. But what is happening lately is she or I go to login under our user profile and after entering the password and hitting return, the computer seems to just lock up. The wait pinwheel spins, but nothing happens. Then I have to hard-boot the computer to shut it down and restart it. When I do this the login screen works correctly. Does anyone have any ideas?

 

Thanks in advance,

 

barry


iMac (21.5-inch Mid 2011), OS X Mountain Lion (10.8.2)
  • 1. Re: lock up at user login screen
    Linc Davis Level 10 Level 10 (118,495 points)

    If you have more than one user account, these instructions must be carried out as an administrator.

    Launch the Console application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Console in the icon grid.

    Step 1

    Make sure the title of the Console window is All Messages. If it isn't, select All Messages from the SYSTEM LOG QUERIES menu on the left.

    Enter "BOOT_TIME" (without the quotes) in the search box. Note the timestamps of those log messages, which refer to the times when the system was booted. Now clear the search box and scroll back in the log to the last boot time when you had the problem. Post the messages loggedbefore the boot, while the system was unresponsive or was failing to shut down. Please include the BOOT_TIME message at the end of the log extract.

    Post the log text, please, not a screenshot. If there are runs of repeated messages, post only one example of each. Don’t post many repetitions of the same message. When posting a log extract, be selective. In most cases, a few dozen lines are more than enough.

    Please do not indiscriminately dump thousands of lines from the log into a message.

    Important: Some private information, such as your name, may appear in the log. Edit it out by search-and-replace in a text editor before posting.

    Step 2

    Still in Console, look under System Diagnostic Reports for crash or panic logs, and post the most recent one, if any. In the interest of privacy, I suggest you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if present (it may not be.) Please don’t post shutdownStall, spin, or hang logs — they're very long and not helpful.

  • 2. Re: lock up at user login screen
    weaksides Level 1 Level 1 (0 points)

    Thanks for the help so far Linc! Here's Step 1's results:

     

     

    ] 11/9/12 3:17:39.368 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account refresh failed with error: Error Domain=NSURLErrorDomain Code=-1001 "The request timed out." UserInfo=0x7f88684cc9a0 {NSUnderlyingError=0x7f886925e780 "The request timed out.", NSErrorFailingURLStringKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, NSErrorFailingURLKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, AccountName=xxxxxxxxxx!, CalDAVErrFromRefresh=YES, NSLocalizedDescription=The request timed out.}] 11/9/12 3:47:37.335 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account *****************@xxxxxxxxxx.com@https://caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/ timed out when executing operation: ] 11/9/12 3:47:37.339 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account refresh failed with error: Error Domain=NSURLErrorDomain Code=-1001 "The request timed out." UserInfo=0x7f88684cd7b0 {NSUnderlyingError=0x7f8869264420 "The request timed out.", NSErrorFailingURLStringKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, NSErrorFailingURLKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, AccountName=xxxxxxxxxx!, CalDAVErrFromRefresh=YES, NSLocalizedDescription=The request timed out.}] 11/9/12 4:03:10.414 PM com.apple.backupd-helper[1242]: Not starting scheduled Time Machine backup - time machine destination not resolvable. 11/9/12 4:17:35.306 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account *****************@xxxxxxxxxx.com@https://caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/ timed out when executing operation: ] 11/9/12 4:17:35.310 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account refresh failed with error: Error Domain=NSURLErrorDomain Code=-1001 "The request timed out." UserInfo=0x7f88684d2d20 {NSUnderlyingError=0x7f88694879b0 "The request timed out.", NSErrorFailingURLStringKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, NSErrorFailingURLKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, AccountName=xxxxxxxxxx!, CalDAVErrFromRefresh=YES, NSLocalizedDescription=The request timed out.}] 11/9/12 4:26:56.468 PM WindowServer[78]: handle_will_sleep_auth_and_shield_windows: no lock state data 11/9/12 4:36:55.425 PM WindowServer[78]: Created shield window 0x178 for display 0x04280300 11/9/12 4:36:55.425 PM WindowServer[78]: device_generate_desktop_screenshot: authw 0x0(0), shield 0x0(0) 11/9/12 4:36:55.436 PM WindowServer[78]: device_generate_lock_screen_screenshot: authw 0x0(0), shield 0x0(0) 11/9/12 4:47:33.278 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account *****************@xxxxxxxxxx.com@https://caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/ timed out when executing operation: ] 11/9/12 4:47:33.282 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account refresh failed with error: Error Domain=NSURLErrorDomain Code=-1001 "The request timed out." UserInfo=0x7f88684de310 {NSUnderlyingError=0x7f88684bd7a0 "The request timed out.", NSErrorFailingURLStringKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, NSErrorFailingURLKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, AccountName=xxxxxxxxxx!, CalDAVErrFromRefresh=YES, NSLocalizedDescription=The request timed out.}] 11/9/12 5:03:40.368 PM com.apple.backupd-helper[1255]: Not starting scheduled Time Machine backup - time machine destination not resolvable. 11/9/12 5:17:31.250 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account *****************@xxxxxxxxxx.com@https://caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/ timed out when executing operation: ] 11/9/12 5:17:31.253 PM CalendarAgent[201]: [com.apple.calendar.store.log.caldav.queue] [Account refresh failed with error: Error Domain=NSURLErrorDomain Code=-1001 "The request timed out." UserInfo=0x7f88684da480 {NSUnderlyingError=0x7f88684d5670 "The request timed out.", NSErrorFailingURLStringKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, NSErrorFailingURLKey=https://*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/princi pals/users/*****************///*****************%40xxxxxxxxxx.com@caldav.calendar.xxxxxxxxxx.com/principals/users/*****************/, AccountName=xxxxxxxxxx!, CalDAVErrFromRefresh=YES, NSLocalizedDescription=The request timed out.}] 11/9/12 5:43:38.645 PM WindowServer[78]: handle_will_sleep_auth_and_shield_windows: no lock state data 11/9/12 5:43:48.000 PM kernel[0]: [ffffff8014464400][BNBMouseDevice::init][75.15] init is complete 11/9/12 5:43:48.000 PM kernel[0]: [ffffff8014464400][BNBMouseDevice::handleStart][75.15] returning 1 11/9/12 5:43:48.000 PM kernel[0]: [ffffff80229d9200][AppleMultitouchHIDEventDriver::start] entered 11/9/12 5:43:48.000 PM kernel[0]: [ffffff80226a7900][AppleMultitouchDevice::start] entered 11/9/12 5:45:09.000 PM bootlog[0]: BOOT_TIME 1352501109 0 

     

     

    And here's Step 2's results:  There doesn't seem to be any crash or panic logs. As a matter of fact, there doesn't seem to be anything under User Diagnostic Reports and System Diagnostic Reports.

  • 3. Re: lock up at user login screen
    Linc Davis Level 10 Level 10 (118,495 points)

    Please read this whole message before doing anything.

     

    This procedure is a diagnostic test. It’s unlikely to solve your problem. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    The purpose of this test is to determine whether your problem is caused by third-party system modifications that load automatically at startup or login.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode* and log in to the account with the problem. The instructions provided by Apple are as follows:

     

    1. Shut down your computer, wait 30 seconds, and then hold down the shift key while pressing the power button.
    2. When you see the gray Apple logo, release the shift key.
    3. If you are prompted to log in, type your password, and then hold down the shift key again as you click  Log in.

     

    *Note: If FileVault is enabled under OS X 10.7 or later, or if a firmware password is set, or if the boot volume is a software RAID, you can’t boot in safe mode.

     

    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs.

     

    Test while in safe mode. Same problem?

     

    After testing, reboot as usual (i.e., not in safe mode) and verify that you still have the problem. Post the results of the test.

  • 4. Re: lock up at user login screen
    weaksides Level 1 Level 1 (0 points)

    Hello Linc,

     

    I finally had a chance to run the test and everything seemed fine in Safe Mode. We could change logins at will either through the user name drop down next to Spotlight or by going to the login screen and signing in.

     

    Perhaps another interesting thing is that before trying to shut down and reboot in Safe Mode, I had left the computer logged into my user account overnight. My wife had tried to switch it over to her account with the user drop down up by Spotlight and nothing would happen when she clicked her user name on the drop down. Finally, when I tried to shut the computer down to reboot into Safe Mode, it wouldn't fully shut down! I left the computer shutting down for a good 5-10 minutes and it never fully shut down. Then I had to hard boot it, restart (trying to enter Safe Mode, only to not work), login and then do another shut down in order to correctly get it into Safe Mode. After the second shutdown (which worked correctly this time) I rebooted and went into Safe Mode. All in all it was rather odd.

     

    thanks again!

     

    barry

  • 5. Re: lock up at user login screen
    Linc Davis Level 10 Level 10 (118,495 points)

    Please read this whole message before doing anything.
      
    This procedure is a diagnostic test. It won’t solve your problem. Don’t be disappointed when you find that nothing has changed after you complete it.
       
    Third-party system modifications are a common cause of usability problems. By a “system modification,” I mean software that affects the operation of other software — potentially for the worse. The following procedure will help identify which such modifications you've installed. Don’t be alarmed by the complexity of these instructions — they’re easy to carry out and won’t change anything on your Mac.

     

    These steps are to be taken while booted in “normal” mode, not in safe mode. If you’re now running in safe mode, reboot as usual before continuing.

     

    Below are instructions to enter some UNIX shell commands. The commands are harmless, but they must be entered exactly as given in order to work. If you have doubts about the safety of the procedure suggested here, search this site for other discussions in which it’s been followed without any report of ill effects.

     

    Some of the commands will line-wrap or scroll in your browser, but each one is really just a single line, all of which must be selected. You can accomplish this easily by triple-clicking anywhere in the line. The whole line will highlight, and you can then either copy or drag it. The headings “Step 1” and so on are not part of the commands.

     

    Note: If you have more than one user account, Step 2 must be taken as an administrator. Ordinarily that would be the user created automatically when you booted the system for the first time. The other steps should be taken as the user who has the problem, if different. Most personal Macs have only one user, and in that case this paragraph doesn’t apply.

     

    Launch the Terminal application in any of the following ways:

     

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

     

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

     

    ☞ Open LaunchPad. Click Utilities, then Terminal in the icon grid.

     

    When you launch Terminal, a text window will open with a line already in it, ending either in a dollar sign (“$”) or a percent sign (“%”). If you get the percent sign, enter “sh” and press return. You should then get a new line ending in a dollar sign.

     

    Step 1

     

    Copy or drag — do not type — the line below into the Terminal window, then press return:
    kextstat -kl | awk '!/com\.apple/{printf "%s %s\n", $6, $7}'
     
    Post the lines of output (if any) that appear below what you just entered (the text, please, not a screenshot.) You can omit the final line ending in “$”.

     

    Step 2

     

    Repeat with this line:
    sudo launchctl list | sed 1d | awk '!/0x|com\.(apple|openssh|vix)|edu\.mit|org\.(amavis|apache|cups|isc|ntp|postfix|x)/{print $3}'
     
    This time, you'll be prompted for your login password, which won't be displayed when you type it. You may get a one-time warning not to screw up. You don't need to post the warning.

     

    Note: If you don’t have a login password, you’ll need to set one before taking this step. If that’s not possible, skip to the next step.

     

    Step 3
    launchctl list | sed 1d | awk '!/0x|com\.apple|edu\.mit|org\.(x|openbsd)/{print $3}'
     
    Step 4
    ls -1A /e*/mach* {,/}L*/{Ad,Compon,Ex,Fram,In,Keyb,La,Mail/Bu,P*P,Priv,Qu,Scripti,Servi,Spo,Sta}* L*/Fonts 2> /dev/null
      
    Important: If you formerly synchronized with a MobileMe account, your me.com email address may appear in the output of the above command. If so, anonymize it before posting.

     

    Step 5
    osascript -e 'tell application "System Events" to get name of every login item' 2> /dev/null
     
    Remember, steps 1-5 are all drag-and-drop or copy-and-paste, whichever you prefer — no typing, except your password. Also remember to post the output.

     

    You can then quit Terminal.

  • 6. Re: lock up at user login screen
    weaksides Level 1 Level 1 (0 points)

    Step 1 result:    com.wdc.driver.USB_64HP (1.0.0) 

     

     

    Step 2 result:          com.WesternDigital.WDSmartWareD com.wdc.WDSmartWareServer com.wdc.WDDMservice com.adobe.fpsaud

     

    Step 3/4 result:         

    /Library/Components:  /Library/Extensions:  /Library/Frameworks: AEProfiling.framework AERegistration.framework AudioMixEngine.framework NyxAudioAnalysis.framework PluginManager.framework WesternDigital iTunesLibrary.framework  /Library/Input Methods:  /Library/Internet Plug-Ins: Flash Player.plugin JavaAppletPlugin.plugin Quartz Composer.webplugin QuickTime Plugin.plugin Silverlight.plugin flashplayer.xpt nsIQTScriptablePlugin.xpt  /Library/Keyboard Layouts:  /Library/LaunchAgents:  /Library/LaunchDaemons: com.WesternDigital.WDSmartWareD.plist com.adobe.fpsaud.plist com.wdc.WDDMservice.plist com.wdc.WDSmartWareServer.plist  /Library/PreferencePanes: Flash Player.prefPane  /Library/PrivilegedHelperTools:  /Library/QuickLook: iBooksAuthor.qlgenerator iWork.qlgenerator  /Library/QuickTime: AppleIntermediateCodec.component AppleMPEG2Codec.component  /Library/ScriptingAdditions: Adobe Unit Types.osax  /Library/Spotlight: Microsoft Office.mdimporter iBooksAuthor.mdimporter iWork.mdimporter  /Library/StartupItems:  /etc/mach_init.d:  /etc/mach_init_per_login_session.d:  /etc/mach_init_per_user.d:  Library/Address Book Plug-Ins:  Library/Fonts: gomarice_mini_pop.ttf  Library/Input Methods: .localized  Library/Internet Plug-Ins: Google Earth Web Plug-in.plugin  Library/Keyboard Layouts:  Library/LaunchAgents: com.apple.AddressBook.ScheduledSync.PHXCardDAVSource.83979750-B447-4792-B651-77 18DEDFBFFA.plist com.apple.AddressBook.ScheduledSync.PHXCardDAVSource.8C218720-CAAF-4193-9FA3-61 E82D0C5E83.plist com.apple.CSConfigDotMacCert-hortence98@me.com-SharedServices.Agent.plist  Library/PreferencePanes: WDQuickViewPrefsPane.prefPane  Step 5 result:           Alfred, Dropbox, WDQuickView

  • 7. Re: lock up at user login screen
    Linc Davis Level 10 Level 10 (118,495 points)

    Please read this whole message carefully, especially the warnings, before doing anything.

    1. The changes to your configuration suggested here should be considered provisional; they may not solve your problem, or they may remove functionality that you find useful. If a third-party system modification that you want to keep is causing the problem, seek help from its developer.

    2. WARNING: Back up all data now if you haven’t already done so. Before proceeding, you must be sure you can restore your system to its present state, even if it becomes unbootable. If you’re not sure you can do that, STOP — DON’T CHANGE ANYTHING. If you’re dissatisfied with the results of the procedure suggested below, restore from your backup. I will not be responsible for the consequences, and I will not be able to help, if you ignore this warning.

    3. You should either remove or update the following system modification(s), if an update is available from the developer:

    N/A

    and definitely remove at least the following:

    † WD SmartWare

    4. Whatever you remove must be removed completely, and (unless otherwise specified in this message) the only way to do that is to use the uninstallation tool, if any, provided by the third-party developers, or to follow their instructions. If the software has been incompletely removed, you may have to re-download or even reinstall it in order to finish the job. I can't be more specific, because I don't install such things myself. Please do your own research.

    Here are some general guidelines to get you started. Suppose you want to remove something called “BrickYourMac.” First, consult the product's Help menu, if there is one, for instructions. Finding none there, look on the developer's website, say www.brickyourmac.com. (That may not be the actual name of the site; if necessary, search the web for the product name.) If you don’t find anything on the website or in your search, email the developer. While you're waiting for a response, download BrickYourMac.dmg and open it. There may be an application in there such as “Uninstall BrickYourMac.” If not, open “BrickYourMac.pkg” and look for an Uninstall button.

    Again, please don't ask me to do this research for you. You can do it better than I can, because I haven't installed the product and I may not even know what it is.

    If you can’t remove software in any other way, you’ll have to erase your boot volume and perform a clean reinstallation of OS X. Never install any third-party software unless you're sure you know how to uninstall it; otherwise you may create problems that are very hard to solve.

    WARNING: Trying to remove complex system modifications by hunting for files by name often will not work and may make the problem worse. The same goes for "utilities" that purport to remove software.

    5. I recommend that you never reinstall the modifications marked with a dagger (†) above, if any. If your problem is resolved after uninstalling all the above modifications and rebooting, but you still want to use some of those not marked with a dagger, you can experiment with putting them back, one at a time, testing carefully after each step. Keep in mind that system modifications may be incompatible with each other or with future OS X updates, so it may not be clear which one is at fault.

    6. If you still have problems after making the suggested changes and rebooting, post again. Remember: if you don’t like the results of this procedure, you can undo it by restoring from the last backup you made before you started.

  • 8. Re: lock up at user login screen
    weaksides Level 1 Level 1 (0 points)

    It's been a busy week Linc. Sorry to have left this thing idle for so long.

     

    Well I've tried several times to uninstall WD Smartware. The uninstaller is very easy to find. However, I start it running and it just sits and doesn't ever completely run. Therefore the offending software is still on the computer and I can't seem to remove it. It's the firmware that came with my WD external hard drive that I try to use as the Time Machine backup. I say try because I always seem to have to re-connect it in Time Machine. It's never really just "worked".

  • 9. Re: lock up at user login screen
    weaksides Level 1 Level 1 (0 points)

    It's been another week Linc and this **** software still will not uninstall. I even tried unlocking the drive before running the uninstall. It just sits and spins its wheels.

     

    Any ideas? This thing is really bugging me!

  • 10. Re: lock up at user login screen
    Linc Davis Level 10 Level 10 (118,495 points)

    Please review the next-to-last paragraph of section 4 in my last message.