6 Replies Latest reply: Jul 15, 2013 2:18 PM by Linc Davis
garfieldL Level 1 Level 1 (0 points)

I brought my Mac about a year ago, and it starts to crash every few hours. The whole screen was frozen, both keyboard and mouse were not working. I have to restart the computer by hold on to the start bottom for few second. And the back of the Mac was so hot to touch. The last time it crashed in about 15 mins.

 

Am I getting virus? I downloaded a anti-virus program and Mac decide to froze again in the middle of scanning for virus.

 

Does anyone have any idea what's wrong with it? I need help!


iMac, Mac OS X (10.7.5)
  • 1. Re: Mac crashes
    John Galt Level 8 Level 8 (36,390 points)

     

    garfieldL wrote:

     

    Am I getting virus? I downloaded a anti-virus program

     

     

    That will mess things up for certain. Whatever the problem is, it's not a virus, and an anti-virus problem is likely to make it worse.

     

    Run Etrecheck and post its results in a reply:

     


    Apple Support Communities contributor etresoft wrote a very useful app to quickly gather certain system information that may help point to a cause of this problem. Go to his website, download and run EtreCheck:

     

    http://www.etresoft.com/etrecheck

     

    Etrecheck will be in your Downloads folder. Open it from there. You may see the following dialog box:

    Screen Shot 2013-03-26 at 2.26.25 PM.png

    Click Open - etresoft contributes to this forum frequently and can be considered a trustworthy developer.

     

    It will take a moment to run as it collects its data.

     

    Copy and paste its output in a reply.

     

    Do not be concerned about anything that says "Problem" or "failed".

     

    EtreCheck was designed to remove any personal information (such as your computer's name and serial numbers) but if you see anything that looks like an email address or any other personal information that should not be divulged to others, please delete or obscure that information when you post the reply.

     

    When you are finished with EtreCheck, quit the program. It occupies very little space, and you can keep it or drag it to the Trash as you wish.


  • 2. Re: Mac crashes
    garfieldL Level 1 Level 1 (0 points)

    Thanks John! I'll delete that antivirus program. Computer is not responding before I downloaded the program, so something must be wrong before that, tight?

  • 3. Re: Mac crashes
    John Galt Level 8 Level 8 (36,390 points)

    Right, and the reason your Mac became unresponsive can be number of different things that Etrecheck may help reveal. Etrecheck itself is harmless.

     

    Make sure you have adequate backups because what you describe can be a symptom of an impending hard disk failure. There is not enough information to conclude that is the problem, but you should have backups anyway.

  • 4. Re: Mac crashes
    garfieldL Level 1 Level 1 (0 points)

    here is the result after using the Etrecheck. Most of them don't make sense to me, but hopefully you guys know what they are and what the problems are with my mac! thanks a lot!

    Hardware Information:

              iMac (21.5-inch, Mid 2011)

              iMac - model: iMac12,1

              1 2.5 GHz Intel Core i5 CPU: 4 cores

              4 GB RAM

     

    Video Information:

              AMD Radeon HD 6750M - VRAM: 512 MB

     

    System Software:

              Mac OS X 10.7.5 (11G63) - Uptime: 0 days 0:12:16

     

    Disk Information:

              ST3500418AS disk0 : (500.11 GB)

                        disk0s1 (disk0s1) <not mounted>: 209.7 MB

                        Macintosh HD (disk0s2) /: 499.25 GB (457.98 GB free)

                        Recovery HD (disk0s3) <not mounted>: 650 MB

     

              HL-DT-STDVDRW  GA32N 

     

    USB Information:

              Apple Inc. BRCM2046 Hub

                        Apple Inc. Bluetooth USB Host Controller

     

              Apple Inc. FaceTime HD Camera (Built-in)

     

     

              Apple Internal Memory Card Reader

     

              Apple Computer, Inc. IR Receiver

     

    FireWire Information:

     

    Thunderbolt Information:

              Apple, Inc. iMac

     

    Kernel Extensions:

     

    Problem System Launch Daemons:

              [not loaded] ftp-proxy.plist

     

    Problem System Launch Agents:

     

    Launch Daemons:

              [loaded] com.adobe.fpsaud.plist

              [loaded] com.microsoft.office.licensing.helper.plist

     

    Launch Agents:

              [loaded] com.brother.LOGINserver.plist

     

    User Launch Agents:

              [loaded] com.adobe.ARM.202f4087f2bbde52e3ac2df389f53a4f123223c9cc56a8fd83a6f7ae.plist

              [loaded] com.google.keystone.agent.plist

     

    User Login Items:

              UncleGravyRenewingAgent

              Google Chrome

              Dropbox

     

    3rd Party Preference Panes:

              Flash Player

     

    Internet Plug-ins:

              AdobePDFViewer.plugin

              AdobePDFViewerNPAPI.plugin

              Flash Player.plugin

              FlashPlayer-10.6.plugin

              JavaAppletPlugin.plugin

              QuickTime Plugin.plugin

              SharePointBrowserPlugin.plugin

     

    User Internet Plug-ins:

              aliedit.plugin

              aThunderPlugIn.plugin

              WangwangPlugin.plugin

     

    Bad Fonts:

              None

     

    Top Processes by CPU:

                  13%          UncleGravyRenewingAgent

                   1%          WindowServer

                   1%          EtreCheck

                   1%          fontd

                   0%          Activity Monitor

                   0%          activitymonitord

                   0%          Microsoft Excel

                   0%          hidd

                   0%          ps

                   0%          coreservicesd

     

    Top Processes by Memory:

              152 MB             Google Chrome

              135 MB             mds

              98 MB              Microsoft Outlook

              90 MB              Finder

              74 MB              WindowServer

              70 MB              Dropbox

              66 MB              Microsoft Excel

              45 MB              UncleGravyRenewingAgent

              45 MB              Dock

              37 MB              Microsoft Database Daemon

     

    Virtual Memory Statistics

              1.26 GB            Free RAM

              1.37 GB            Active RAM

              584 MB             Inactive RAM

              807 MB             Wired RAM

              539 MB             Page-ins

              0 B                Page-outs

  • 5. Re: Mac crashes
    John Galt Level 8 Level 8 (36,390 points)

    Create a new, temporary account according to these instructions: Isolating an issue by using another user account

     

    Log out of your normal account, log in to the temporary one, and test again.

     

    For the purpose of testing don't use Chrome. Use Safari or Firefox instead. Determine if your slowdowns and crashes are mitigated while using the temporary account. If they are, then the problem lies with your account's User Login items, Internet plugins, Chrome, or all of these. If the problems persist, then you may have hard disk corruption that may be fixable with Disk Utility, or corruption in OS X that can be fixed by reinstalling Lion. Both of these options are available by starting your Mac using OS X Recovery.

     

    Delete the temporary account when you are finished with it.

     

    4 GB is not an abundant amount of memory. Purchasing more RAM is likely to be beneficial, but will only hide the symptoms of poorly written programs that don't use system resources efficiently. Chrome is a notorious resource hog that runs poorly on Macs.

  • 6. Re: Mac crashes
    Linc Davis Level 10 Level 10 (118,005 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. 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 after  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.