1 2 Previous Next 17 Replies Latest reply: Mar 21, 2013 6:06 PM by CreativeSmith
CreativeSmith Level 3 Level 3 (875 points)

On this MBP 7,1, Safari is unable to open: http://www.microsoft.com/surface/en-US.

 

With each attempt, Safari freezes. Sometimes it will also display artifacts. Within moments of Safari's freeze, the system will become unresponsive to any input,. The only way to regain control is to shut down, then reboot.

 

Am unable to find any documentation of this event within the system's logs.

 

Neither FireFox nor Chrome has difficulty opening the above site. In all other respects, Safari and this machine have been performing without problem.

 

Have any of you experienced this?

 

Thanks,

JLS


MacBook Pro, OS X Mountain Lion (10.8.3), 8 GB
  • 1. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    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.

  • 2. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    Thanks for your reply, Linc.

     

    Neither step 1 nor step 2 evidenced any change.

     

    In both instances, Safari's attempt to load http://www.microsoft.com/surface/en-US met with a freeze.

  • 3. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    Boot into Recovery by holding down the key combination command-R at the startup chime. Release the keys when you see a gray screen with a spinning dial.

     

    Note: You need an always-on Ethernet or Wi-Fi connection to the Internet to use Recovery. It won’t work with USB or PPPoE modems, or with proxy servers, or with networks that require a certificate for authentication.

     

    From the OS X Utilities screen, select Get Help Online. A clean copy of Safari will launch. No plugins, such as Flash, will be available. While in Recovery, you'll have no access to your saved bookmarks or passwords, so make a note of those before you begin, if they're needed for the test.

     

    Test. After testing, reboot as usual and post the results.

  • 4. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    During this test, Safari was able to load http://www.microsoft.com/surface/en-US.

    The system did not freeze.

    Rendering of the site was slow and choppy.

     

    What does this lead you to suspect as the underlying cause?

     

    Appreciative of your assistance!

  • 5. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    Back up all data.

     

    Boot into Recovery again. When the OS X Utilities screen appears, follow the prompts to reinstall the OS. You don't need to erase the boot volume, and you won't need your backup unless something goes wrong. If your Mac was upgraded from an older version of OS X, you’ll need the Apple ID and password you used to upgrade, so make a note of those before you begin.

  • 6. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    Frustration increased exponentially.

     

    Reinstalled the OS, yet two hours later the problem persists.

     

    Back to square one?

  • 7. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    From the menu bar, select

      

    System Preferences Network

      

    If the preference pane is locked, click the lock icon in the lower left corner and enter your password to unlock it. Then click the Advanced button and select the Proxies tab. If any proxy options are selected, deselect them. You don’t need to change the bypass or FTP settings. Click OK and then Apply. Test. The result may be that you can't connect to any web server, so be prepared to restore the previous settings if that happens.

  • 8. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    No proxy options are (or have been) selected.

     

    Thanks for sticking with me.

  • 9. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    From the Safari menu bar, select

      

    Help Installed Plug-ins

      

    Besides the following, what plugins are listed?

     

    • iPhotoPhotocast
    • Java
    • QuickTime
    • Shockwave Flash
    • WebKit built-in PDF

  • 10. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    Thanks for all of your help, Linc.

    Here's the full list of plug-ins.

    AdobeExManDetect

    Google Earth Plug-in

    Google Talk Plugin

    Google Talk Plugin Video Accelerator

    Google Talk Plugin Video Renderer

    iPhotoPhotocast

    Java Applet Plug-in

    Online File Folder plugin

    QuickTime Plug-in 7.7.1

    Shockwave Flash

    Silverlight Plug-In

    Web-Based Email plugin

    WebKit built-in PDF

  • 11. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    I suggest you back up all data, then delete or move aside all the plugins not listed in my last message. Relaunch Safari and test. If there's no improvement, restore the plugins.

  • 12. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Michael Linneer Level 1 Level 1 (105 points)

    Just to add something... the page works on my 13" MBA, 10.8.3, Safari 6.0.3, and Firefox 19.0.2. But I noticed some things.

     

    Initial load on Safari has an animation of the Surface rotating and showing the ports, then goes to a static image. Subsequent loads don't have it. First load on Firefox didn't have the animation. I tried IE10 on a work PC and it also has the animation on first load, but reloads don't have it. Quitting and reloading also does not show the animation. Could it be a cookie tracks whether the animation has played?

     

    I have a slew of plug-ins installed too... Flash, Java, SilverLight, Adobe PDF, Google Earth, WebKit PDF, Sharepoint, Quicktime, Flip4Mac, all up to date.

     

    Not to take anything away from Linc, he's a Safari Ninja and has solved more problems for people here than I can count, but it occured to me that if everything else is working fine and it's just this one page that is the problem, then logic would dictate the page is the root of the problem, not Safari. Something in the JavaScript, a cookie, a plugin call, something? W3C.org validation service shows 219 errors, 168 warnings for that page.

     

    Just my .02

  • 13. Re: Safari freezes opening www.microsoft.com/surface/en-US
    CreativeSmith Level 3 Level 3 (875 points)

    Thanks for the two cents, Michael.

     

    Yes, Linc is a tremendous asset to this community.

     

    To the problem at hand, it's always during that opening animation that the crash occurs. Interestingly, just a moment ago while attempting to load the site after having cleared Safari's cache and following the reinstallation of the Flash plugin, the following happened:

     

    Safari froze. No surprise there. But before it brought the system to its knees, I was able to close its window.(Took about 30 seconds to close.) When I relaunched Safari, it defaulted to the aborted load. Surprisingly, and for the first time, it rendered the non-animated version of the page.

     

    If I notice a similar problem with other sites, ineed I will follow Linc's advice and run tests with the pluggins removed. For now, however, I will avoid the errant site... and get back to work.

     

    Thanks.

  • 14. Re: Safari freezes opening www.microsoft.com/surface/en-US
    Linc Davis Level 10 Level 10 (118,305 points)

    I of course tested the page myself with the same version of Safari (but without the third-party plugins), and had no trouble with it.

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