snailguy
Level 1 (8 points)
Mac OS X

Q: pc hang up using safari - especially watching movie

i have a MACBook air (13", 2015 model, OS X El Capitan, 4GB Ram). several times, the PC hang and i have to force the PC shutdown. it always happened when i using Safari watching online movie. i yet to having similar issue with Chrome / Firefox.

MacBook Air, OS X El Capitan (10.11.4)

Posted on Apr 21, 2016 5:14 AM

by D.Cohen,Apple recommended
D.Cohen D.Cohen
Level 6 (8,424 points)
Desktops
A:

Hi! First of all, restart your Mac.

 

If you have problems opening webpages, take a look at these troubleshooting techniques suggested by Apple.

https://support.apple.com/en-us/HT204098


Go to Safari menu (At the very top right side of your screen next to Apple icon), choose "Quit Safari"

press "Shift" button and while holding this button on your keyboard single click on the Safari icon on your Dock.


Open Safari - Preferences - Privacy - Remove All Website Data.


Open the Go menu with Option (Alt) key pressed - Library - locate Safari folder and move it to your desktop. Restart your Mac, open Safari and delete the folder from your desktop.

Posted on Apr 21, 2016 5:28 AM

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snailguy

Q: pc hang up using safari - especially watching movie

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  • Helpful answers

  • by D.Cohen,Apple recommended

    D.Cohen D.Cohen Apr 21, 2016 5:28 AM in response to snailguy
    Level 6 (8,424 points)
    Desktops
    Apr 21, 2016 5:28 AM in response to snailguy

    Hi! First of all, restart your Mac.

     

    If you have problems opening webpages, take a look at these troubleshooting techniques suggested by Apple.

    https://support.apple.com/en-us/HT204098


    Go to Safari menu (At the very top right side of your screen next to Apple icon), choose "Quit Safari"

    press "Shift" button and while holding this button on your keyboard single click on the Safari icon on your Dock.


    Open Safari - Preferences - Privacy - Remove All Website Data.


    Open the Go menu with Option (Alt) key pressed - Library - locate Safari folder and move it to your desktop. Restart your Mac, open Safari and delete the folder from your desktop.

  • by pinkstones,

    pinkstones pinkstones Apr 21, 2016 6:13 AM in response to snailguy
    Level 5 (4,209 points)
    Safari
    Apr 21, 2016 6:13 AM in response to snailguy

    snailguy wrote:

     

    i have a MACBook air (13", 2015 model, OS X El Capitan, 4GB Ram). several times, the PC hang and i have to force the PC shutdown. it always happened when i using Safari watching online movie. i yet to having similar issue with Chrome / Firefox.

     

    I was initially confused by your question because PCs and Macs are not the same.  You're using a MacBook, not a Windows machine.  In the future, don't call Macs "PCs," or else people will think you're having issues with Safari for Windows, which hasn't been updated/developed since 2012. 

  • by Eric Root,Apple recommended

    Eric Root Eric Root Apr 21, 2016 6:25 AM in response to snailguy
    Level 9 (73,337 points)
    iTunes
    Apr 21, 2016 6:25 AM in response to snailguy

    If the above doesn't work, try a restart.

     

    Do a backup, using either Time Machine or a cloning program, to ensure files/data can be recovered. Two backups are better than one.

     

    Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.

     

    Isolating an issue by using another user account

     

    If the problem is still there, try booting into the Safe Mode using your normal account.  Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer. For each disable/delete, you will need to restart if you don't do them all at once.

     

     

     

     

    Safe Mode - About El Capitan

     

    Safe Mode Startup – El Capitan.

  • by snailguy,

    snailguy snailguy Apr 22, 2016 8:05 AM in response to pinkstones
    Level 1 (8 points)
    Mac OS X
    Apr 22, 2016 8:05 AM in response to pinkstones

    Sorry pinkstones, i used to the term "PC"..... this is my 1st MAC

  • by snailguy,

    snailguy snailguy Apr 22, 2016 8:15 AM in response to Eric Root
    Level 1 (8 points)
    Mac OS X
    Apr 22, 2016 8:15 AM in response to Eric Root

    Hi Eric, normally how t identify those problematic 3rd party application ? any clue ? will try your method.

     

    thank you.

  • by Eric Root,

    Eric Root Eric Root Apr 23, 2016 7:50 AM in response to snailguy
    Level 9 (73,337 points)
    iTunes
    Apr 23, 2016 7:50 AM in response to snailguy

    You are welcome. Try running this program and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor.  Please use copy and paste as screen shots can be hard to read. This will show what is running on your computer. No personal information is shown.

      

    Etrecheck – System Information

  • by snailguy,

    snailguy snailguy May 4, 2016 5:29 AM in response to Eric Root
    Level 1 (8 points)
    Mac OS X
    May 4, 2016 5:29 AM in response to Eric Root

    Hi Eric,


    please refer below for the report :-


    EtreCheck version: 2.9.12 (265)

    Report generated 2016-05-04 20:25:28

    Download EtreCheck from https://etrecheck.com

    Runtime 1:52

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Apps are crashing

     

    Hardware Information: ⓘ

        MacBook Air (13-inch, Early 2015)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        MacBook Air - model: MacBookAir7,2

        1 1.6 GHz Intel Core i5 CPU: 2-core

        4 GB RAM Not upgradeable

            BANK 0/DIMM0

                2 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                2 GB DDR3 1600 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en0: 802.11 a/b/g/n/ac

        Battery: Health = Normal - Cycle count = 5

     

    Video Information: ⓘ

        Intel HD Graphics 6000

            Color LCD 1920 x 1080

            DELL S2316H 1920 x 1080

     

    System Software: ⓘ

        OS X El Capitan 10.11.4 (15E65) - Time since boot: less than an hour

     

    Disk Information: ⓘ

        APPLE SSD SM0256G disk0 : (251 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

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

            Macintosh HD (disk1) / : 249.80 GB (186.26 GB free)

                Encrypted AES-XTS Unlocked

                Core Storage: disk0s2 250.14 GB Online

     

    USB Information: ⓘ

        Apple Card Reader 64.29 GB

            EFI (disk2s1) <not mounted> : 210 MB

            Boot OS X (disk2s3) <not mounted> : 134 MB

            Transcend (disk3) /Volumes/Transcend : 63.57 GB (45.94 GB free)

                Encrypted AES-XTS Unlocked

                Core Storage: disk2s2 63.95 GB Online

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. iPhone

        Logitech USB Optical Mouse

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Mac App Store and identified developers

     

    Kernel Extensions: ⓘ

            /Library/Extensions

        [loaded]    com.symantec.internetSecurity.kext (7.0.2 - SDK 10.9 - 2016-03-25) [Support]

     

            /System/Library/Extensions

        [loaded]    com.symantec.ips.kext (7.0.1 - SDK 10.8 - 2016-03-25) [Support]

        [loaded]    com.symantec.nfm.kext (7.0.1 - SDK 10.8 - 2016-03-25) [Support]

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    155 Apple tasks

        [running]    76 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    46 Apple tasks

        [loaded]    156 Apple tasks

        [running]    86 Apple tasks

     

    Launch Agents: ⓘ

        [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a...plist (2016-02-12) [Support]

        [loaded]    com.symantec.errorreporter-periodicagent.NFM.plist (2016-02-13) [Support]

        [running]    com.symantec.uiagent.application.NFM.plist (2016-01-21) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.ARMDC.Communicator.plist (2016-02-12) [Support]

        [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-02-12) [Support]

        [loaded]    com.microsoft.autoupdate.helpertool.plist (2016-02-18) [Support]

        [loaded]    com.microsoft.office.licensingV2.helper.plist (2016-01-09) [Support]

        [loaded]    com.symantec.SymLUHelper.NFM.plist (2016-01-21) [Support]

        [loaded]    com.symantec.UninstallerToolHelper.NFM.plist (2016-01-21) [Support]

        [running]    com.symantec.deepsight-extractor.NFM.plist (2016-01-21) [Support]

        [loaded]    com.symantec.errorreporter-periodic.NFM.plist (2016-02-13) [Support]

        [loaded]    com.symantec.liveupdate.daemon.NFM.plist (2016-01-21) [Support]

        [running]    com.symantec.nfm.wps.plist (2016-01-21) [Support]

        [running]    com.symantec.sharedsettings.NFM.plist (2016-01-21) [Support]

        [running]    com.symantec.symdaemon.NFM.plist (2016-01-21) [Support]

     

    User Launch Agents: ⓘ

        [loaded]    com.google.keystone.agent.plist (2016-03-03) [Support]

        [loaded]    com.spotify.webhelper.plist (2016-05-03) [Support]

     

     

    Other Apps: ⓘ

        [loaded]    396 Apple tasks

        [running]    190 Apple tasks

     

    Internet Plug-ins: ⓘ

        AdobePDFViewerNPAPI: 15.010.20060 - SDK 10.8 (2016-03-11) [Support]

        Silverlight: 5.1.41212.0 - SDK 10.6 (2016-02-13) [Support]

        AdobePDFViewer: 15.010.20060 - SDK 10.8 (2016-03-11) [Support]

        QuickTime Plugin: 7.7.3 (2016-03-25)

        Default Browser: 601 - SDK 10.11 (2016-03-25)

     

    User internet Plug-ins: ⓘ

        RealPlayer Plugin: Unknown (2016-02-13) [Support]

     

    Safari Extensions: ⓘ

        Norton Security - Symantec Corporation - http://www.norton.com/mac (2016-02-13)

     

    3rd Party Preference Panes: ⓘ

        None

     

    Time Machine: ⓘ

        Skip System Files: NO

        Mobile backups: OFF

        Auto backup: NO - Auto backup turned off

        Volumes being backed up:

            Macintosh HD: Disk size: 249.80 GB Disk used: 63.54 GB

        Destinations:

            Seagate Backup Plus Drive [Local]

            Total size: 999.49 GB

            Total number of backups: 5

            Oldest backup: 26/3/16, 1:42 AM

            Last backup: 3/5/16, 9:21 PM

            Size of backup disk: Excellent

                Backup size 999.49 GB > (Disk size 249.80 GB X 3)

     

    Top Processes by CPU: ⓘ

            92%    mdworker(15)

             9%    WindowServer

             3%    kernel_task

             2%    fontd

             1%    com.apple.WebKit.WebContent(2)

     

    Top Processes by Memory: ⓘ

        599 MB    kernel_task

        516 MB    SymDaemon

        270 MB    com.apple.WebKit.WebContent(2)

        233 MB    mdworker(15)

        123 MB    Safari

     

    Virtual Memory Information: ⓘ

        48 MB    Free RAM

        3.95 GB    Used RAM (713 MB Cached)

        0 B    Swap Used

     

    Diagnostics Information: ⓘ

        May 4, 2016, 08:14:24 PM    Self test - passed

        May 3, 2016, 10:04:09 PM    /Library/Logs/DiagnosticReports/SymDaemon_2016-05-03-220409_[redacted].crash

            /Library/Application Support/Symantec/*/SymDaemon.bundle/Contents/MacOS/SymDaemon

        Apr 21, 2016, 09:38:18 PM    /Library/Logs/DiagnosticReports/Kernel_2016-04-21-213818_[redacted].panic [Details]

     

    by the way, seems ok.

     

    beside that, could you advice how to remove "com.adobe.ARMDCHelper.cc24aef4a1b90ed56a...plist (2016-02-12) [Support]" ?

     

    Thank you.

  • by Eric Root,

    Eric Root Eric Root May 4, 2016 7:30 AM in response to snailguy
    Level 9 (73,337 points)
    iTunes
    May 4, 2016 7:30 AM in response to snailguy

    Go to Finder and select your user/home folder. With that Finder window as the front window, either select Finder/View/Show View options or go command - J.  When the View options opens, check ’Show Library Folder’. That should make your user library folder visible in your user/home folder.  Select Library, then the Launch Agents folder. It should be in there.

     

    Uninstall Symantec.

     

    Symantec Uninstaller