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My brand-new iMac keeps freezing.  HELP!!

2315 Views 20 Replies Latest reply: Apr 6, 2013 12:42 PM by MadMacs0 RSS
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joeholl Calculating status...
Currently Being Moderated
Feb 28, 2013 11:02 PM

I just bought a new 27" iMac, 3.4GHz i7, 8GB RAM, 1TB Fusion Drive.  After about a month, I started getting the spinning beach ball of death and the entire computer will freeze until I hard power off.  This seems to happen at completely random times.

 

I have re-installed OSX, I have reset PRAM, I have verified/repaired disk and permissions...everything I have thought of and read about on forums.

 

It seemed like CrashPlan's backup software was causing the issue, but after uninstalling the software, the problem only happend much less frequently.

 

This is my first Mac, coming over from PC.  I loved my iMac until I started having these issues...now I'm wondering if the almost $3,000 was well spent.  I really hope I can get this issue resolved FOR GOOD!

iMac, OS X Mountain Lion (10.8)
  • John Galt Level 7 Level 7 (33,065 points)
    Currently Being Moderated
    Feb 28, 2013 11:07 PM (in response to joeholl)

    Why not call AppleCare? Your $3000 includes 90 days of free telephone support. Use it.

     

    To avoid waiting on hold, call early in the morning. Or, they can call you back if you choose. Have your Mac's serial number ready. It can be found on the box, on your invoice, or by clicking  > About This Mac. Click the Version text twice and its serial number will appear.

    MacBooks  iMacs  iPads  AirPorts, OS X Mountain Lion,  28 years Apple!
  • Chessie 01 Calculating status...
    Currently Being Moderated
    Mar 1, 2013 3:05 AM (in response to joeholl)

    To add to what John Galt recommended, purchase Apple Care.  Apple Care extends your warranty to 3 years and gives you access to tech support and repairs if needed.  You can purchase Apple Care during the 1 year that your warranty is in effect.  I'd recommend the purchase sooner rather than later.

  • Shootist007 Level 6 Level 6 (16,640 points)
    Currently Being Moderated
    Mar 1, 2013 3:34 AM (in response to joeholl)

    Never mind.

     

    Good Luck & Best Wishes.

  • John Galt Level 7 Level 7 (33,065 points)
    Currently Being Moderated
    Mar 1, 2013 8:01 AM (in response to joeholl)

    Call AppleCare again. Provide the Case ID they gave you from the previous call. If it is a hardware fault only Apple will be able to fix it.

     

    To find your case number log in with your Apple ID here:

     

    https://supportprofile.apple.com/

     

    Click on "cases" - it looks like a folder icon.

     


     

    When you restarted your Mac, did it present the following dialog?

     

    Your computer restarted because of a problem.png

    Next time it does, click Report... Copy and paste the text that appears in a response here, and send the report to Apple. The report is de-identified and used to resolve potential problems with OS X. You will not get a response (not possible since the report is de-identified).

     

    Check your System Preferences > Security & Privacy > Privacy. I recommend you configure it like so:

     

    Screen Shot 2013-03-01 at 10.44.57 AM.png

     

    If the problem occurs due to software that you installed such as CrashPlan or modifications to OS X Apple will not care. If you think that is a possibility then reply and I will have another suggestion.

    MacBooks  iMacs  iPads  AirPorts, OS X Mountain Lion,  28 years Apple!
  • Linc Davis Level 10 Level 10 (107,630 points)
    Currently Being Moderated
    Mar 1, 2013 8:42 AM (in response to joeholl)

    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. If you don't see that menu, select

    View Show Log List

    from the menu bar.

     

    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. Select the messages logged before the boot, while the system was unresponsive or was failing to shut down. Copy them to the Clipboard (command-C). Paste into a reply to this message (command-V). Please include the BOOT_TIME message at the end of the log extract.

    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 this discussion.

    Important: Some private information, such as your name, may appear in the log. Anonymize before posting.

    Step 2

    Still in Console, look under System Diagnostic Reports for crash or panic logs, and post the entire contents of 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.

  • MichelPM Level 5 Level 5 (7,125 points)
    Currently Being Moderated
    Mar 1, 2013 9:22 AM (in response to joeholl)

    It looks to me you still have stuff in your system from Crash Plan.

    How did you completely uninstall this?

    Does Crash Plan have a dedicated uninstaller?

    Sometimes with apps that have an uninstaller, you simply can't drag the app to,the trash and empty it.

    Parts of the app my linger. You need to use the app's uninstaller if it has one.

    Crash Plan maybe still causing your issues.

    You need to just uninstall this completely and get it off your Mac.

  • Linc Davis Level 10 Level 10 (107,630 points)
    Currently Being Moderated
    Mar 1, 2013 9:32 AM (in response to joeholl)

    Your attempt to uninstall CrashPlan wasn't successful.

    Any third-party software that doesn't install by drag-and-drop into the Applications folder, and uninstall by drag-and-drop to the Trash, is a system modification.

    Whenever you remove system modifications, they must be removed completely, and the only way to do that is to use the uninstallation tool, if any, provided by the 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.

     

    Here are some general guidelines. 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, contact 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.

    You may have to log out or reboot in order to complete an uninstallation.

    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.

    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.

  • MichelPM Level 5 Level 5 (7,125 points)
    Currently Being Moderated
    Mar 1, 2013 10:42 AM (in response to joeholl)

    (Throwing my hands in the air) If your iMac was running better when you uninstalled this software, why on Earth would you reinstall it????

    Obviously, this software was causing part of your issue.

    If you need backups, buy an external hard drive and use Apple's Time Machine.

    Something else, in addition to CrashPlan, is causing your system to freeze.

  • Linc Davis Level 10 Level 10 (107,630 points)
    Currently Being Moderated
    Mar 1, 2013 10:56 AM (in response to joeholl)

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step is to determine whether the problem is localized to your user account.

     

    Enable guest logins* and log in as Guest. For instructions, launch the System Preferences application, select Help from the menu bar, and enter “Set up guest users” (without the quotes) in the search box. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

     

    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

     

    Test while logged in as Guest. Same problem?

     

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

     

    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

     

    Step 2

     

    The purpose of this step is to determine whether the 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:

     

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

     

    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.  The next normal boot may also be somewhat slow.

     

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

     

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

     

    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 steps 1 and 2.

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