ChiroBones

Q: New mail window freezes

This is an intermittent fault!

Sometimes when i click on reply on an email the mail program opens the new window but does not populate the window with email address or the message i am replying to.

In order to close the window i have to force quit mail and start it again.

 

I have seen no pattern to the program freezing

Posted on Apr 13, 2016 1:19 AM

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Q: New mail window freezes

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  • Helpful answers

  • by alex_h1,Helpful

    alex_h1 alex_h1 May 12, 2016 6:43 AM in response to ChiroBones
    Community Specialists
    May 12, 2016 6:43 AM in response to ChiroBones

    Hello ChiroBones,

    Thanks for using Apple Support Communities.

     

    I understand that when trying to reply to an email in the Mail application on your Mac, that the application becomes unresponsive.  In order to troubleshoot this issue we first need to isolate it further.  To start, please boot into safe mode and try to reproduce this issue:

     

    1. Choose Apple menu > Shut Down.

    2. After your Mac shuts down, wait 10 seconds, then press the power button.

    3. Immediately after you hear the startup tone, hold down the Shift key.

       

      You should press the Shift key as soon as possible after you hear the startup tone, but not before.

    4. Release the Shift key when you see the gray Apple logo and progress indicator.

    To leave safe mode, restart your Mac again, but don’t hold down any keys during startup.

    OS X El Capitan: Start up in safe mode

     

    If the issue persists, then please test this behavior in a new user:

     

    How to test with another user account

    You can figure out if unexpected behavior is related to user file or setting by trying to reproduce the issue from another user account. This process includes creating a new user account, logging in to it, and testing for the issue.

    Create a test user account

    1. From the Apple menu, choose System Preferences.
    2. Click the Users & Groups icon in the System Preferences window.
    3. Click the lock icon, then enter an administrator name and password.
    4. Click the Add button (+) below the list of users.
    5. Choose a type of user from the New Account pop-up menu.
    6. Give the user a full name, account name, and password.
    7. Click OK.
    8. Close the System Preferences window.

    If there are documents from your original user account that you want to test with, place a copy of these items in the Shared folder in the Users folder. Press the Option key while dragging a file to this folder to create a copy.

    Log in to the test user account

    Log out of your current user account by choosing Log Out from the Apple menu, then log in to the new account you created. If you're prompted to sign in with your iCloud account or Apple ID when you log in, skip this step.

    Try reproducing the issue

    Try the same steps that caused the unexpected behavior to appear before. For example, if you were unable to print, try printing from this user account. If you were unable to connect to the Internet, try browsing a website from this user account.

    If you were using any specific settings that testing depends on (such as using a specific email account or iCloud account) set up the same account in the test user. For email and most other settings you can use the Internet Accounts pane in System Preferences to set up these kinds of accounts. If files from your home folder are needed for testing, copy them to Shared folder in the Users folder (/Users/Shared). After logging in as the test user, copy these items to the same location in the test user's home folder to test with.

    If an issue happens in only one user account

    If performing the same steps in a test user account doesn't result in the same unexpected behavior, you most likely don't need to reinstall any apps or OS X.

    • If an issue only happens in one app, check the app's documentation or support website for instructions on troubleshooting specific preference or setting files.
    • If you need help with a specific alert message or issue, search the Apple Support website for the text of the alert message you're seeing.

    If an issue happens in more than one user account

    If the same unexpected behavior happens in more than one user account on your Mac, try checking for software or hardware issues.

    How to test an issue in another user account on your Mac

     

    Please report back with your findings so we can continue troubleshooting this issue.

     

    Cheers.

  • by ChiroBones,

    ChiroBones ChiroBones May 12, 2016 6:46 AM in response to alex_h1
    Level 1 (4 points)
    Mac OS X
    May 12, 2016 6:46 AM in response to alex_h1

    Hi Alex_h1.

    The issue does not appear to occur under safe mode.  I have not tried setting up a new account yet.  Do i need to or can i just move forward based on this information alone?

  • by alex_h1,Solvedanswer

    alex_h1 alex_h1 May 19, 2016 7:27 AM in response to ChiroBones
    Community Specialists
    May 19, 2016 7:27 AM in response to ChiroBones

    Howdy ChiroBones,

     

    If the issue doesn't persist in safe mode, then it's likely that a 3rd party process or startup item is causing this behavior.  Please try and disable all of your login items as described in the steps below:

     

    Test your login items

    1. Choose Apple menu > System Preferences, then click Users & Groups.

       

       

    2. Click your account name below Current User, then click Login Items.

       

      Make a list of the login items—you’ll need to remember them later.

    3. Select all of the login items, then click Remove 

    4. Choose Apple menu > Restart.

    5. If this solves the problem, open Users & Groups preferences again, add the login items one at a time, and restart your Mac after adding each one. 

       

      When the problem occurs again, follow the steps above to remove only the last login item you added.

    OS X Yosemite: If you think you have incompatible login items

     

    Have a good one.

  • by ChiroBones,

    ChiroBones ChiroBones May 19, 2016 7:29 AM in response to alex_h1
    Level 1 (4 points)
    Mac OS X
    May 19, 2016 7:29 AM in response to alex_h1

    The login items is removed but the fault persists

     

    Next on the suggestion list?

     

    Really appreciate your help

     

    Richard

  • by Luis Sequeira1,

    Luis Sequeira1 Luis Sequeira1 May 19, 2016 7:35 AM in response to ChiroBones
    Level 6 (12,122 points)
    Mac OS X
    May 19, 2016 7:35 AM in response to ChiroBones

    Run Etrecheck and post its report here. This will let us see what you may have installed that could be causing problems.

    Most of the time these problems result from software that people installed long ago and is incompatible with EC, or from using anti-virus or "cleaners"...

  • by ChiroBones,

    ChiroBones ChiroBones May 19, 2016 7:42 AM in response to Luis Sequeira1
    Level 1 (4 points)
    Mac OS X
    May 19, 2016 7:42 AM in response to Luis Sequeira1

    EtreCheck version: 2.9.12 (265)

    Report generated 2016-05-19 15:41:10

    Download EtreCheck from https://etrecheck.com

    Runtime 1:41

    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

    Description:

    When replying to mail a new window opens without the message in.  It cannot then be closed without force closing mail.

     

    Hardware Information:

        MacBook Air (13-inch, Early 2014)

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

        MacBook Air - model: MacBookAir6,2

        1 1.7 GHz Intel Core i7 CPU: 2-core

        8 GB RAM Not upgradeable

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

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

        Battery: Health = Normal - Cycle count = 122

     

    Video Information:

        Intel HD Graphics 5000

            Color LCD 1440 x 900

     

    System Software:

        OS X El Capitan 10.11.4 (15E65) - Time since boot: about one day

     

    Disk Information:

        APPLE SSD SM0512F disk0 : (500.28 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

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

            Macintosh HD (disk1) / : 499.05 GB (338.10 GB free)

                Encrypted AES-XTS Unlocked

                Core Storage: disk0s2 499.42 GB Online

     

    USB Information:

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

     

    Thunderbolt Information:

        Apple Inc. thunderbolt_bus

     

    Gatekeeper:

        Mac App Store and identified developers

     

    Kernel Extensions:

            /System/Library/Extensions

        [not loaded]    com.dymo.usbprinterclassdriver.kext (1.1 - SDK 10.10 - 2016-05-19) [Support]

     

    System Launch Agents:

        [not loaded]    7 Apple tasks

        [loaded]    143 Apple tasks

        [running]    88 Apple tasks

     

    System Launch Daemons:

        [not loaded]    43 Apple tasks

        [loaded]    150 Apple tasks

        [running]    96 Apple tasks

     

    Launch Agents:

        [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a...plist (2016-05-10) [Support]

        [running]    com.dymo.dls.webservice.plist (2016-01-28) [Support]

        [running]    com.epson.Epson_Low_Ink_Reminder.launcher.plist (2015-01-19) [Support]

        [loaded]    com.epson.esua.launcher.plist (2016-03-28) [Support]

        [running]    com.epson.eventmanager.agent.plist (2014-09-21) [Support]

        [failed]    com.teamviewer.teamviewer.plist (2014-10-13) [Support]

        [failed]    com.teamviewer.teamviewer_desktop.plist (2014-10-13) [Support]

        [running]    com.trusteer.rapport.rapportd.plist (2016-03-19) [Support]

     

    Launch Daemons:

        [loaded]    com.adobe.ARMDC.Communicator.plist (2016-05-10) [Support]

        [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-05-10) [Support]

        [failed]    com.adobe.fpsaud.plist (2016-05-09) [Support]

        [not loaded]    com.dymo.pnpd.plist (2016-01-28) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2014-03-26) [Support]

        [loaded]    com.microsoft.office.licensingV2.helper.plist (2016-05-06) [Support]

        [loaded]    com.teamviewer.Helper.plist (2014-09-22) [Support]

        [failed]    com.teamviewer.teamviewer_service.plist (2014-10-13) [Support]

        [running]    com.trusteer.rooks.rooksd.plist (2016-03-19) [Support]

     

    User Launch Agents:

        [failed]    com.citrixonline.GoToMeeting.G2MUpdate.plist (2014-06-20) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-04-12) [Support]

     

     

    Other Apps:

        [running]    com.amazon.Kindle.114272

        [running]    com.dymo.pnpd

        [running]    com.skype.skype.58272

        [loaded]    376 Apple tasks

        [running]    232 Apple tasks

     

    Internet Plug-ins:

        FlashPlayer-10.6: 21.0.0.242 - SDK 10.6 (2016-05-19) [Support]

        QuickTime Plugin: 7.7.3 (2016-03-23)

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

        Flash Player: 21.0.0.242 - SDK 10.6 (2016-05-19) [Support]

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

        DYMO NPAPI Addin: 1.0 - SDK 10.10 (2016-01-28) [Support]

        Default Browser: 601 - SDK 10.11 (2016-03-23)

        SharePointBrowserPlugin: 14.6.3 - SDK 10.6 (2016-04-20) [Support]

        DYMO Safari Addin: Unknown - SDK 10.10 (2016-01-28) [Support]

        Silverlight: 5.1.41212.0 - SDK 10.6 (2016-05-17) [Support]

     

    User internet Plug-ins:

        CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-26) [Support]

     

    3rd Party Preference Panes:

        Flash Player (2016-05-09) [Support]

        Trusteer Endpoint Protection (2016-03-29) [Support]

     

    Time Machine:

        Time Machine not configured!

     

    Top Processes by CPU:

            67%    mdworker(21)

            44%    mds

             4%    WindowServer

             2%    fontd

             1%    kernel_task

     

    Top Processes by Memory:

        901 MB    com.apple.WebKit.WebContent(10)

        786 MB    kernel_task

        459 MB    softwareupdated

        369 MB    mdworker(21)

        270 MB    iTunes

     

    Virtual Memory Information:

        308 MB    Free RAM

        7.70 GB    Used RAM (1.61 GB Cached)

        21 MB    Swap Used

     

    Diagnostics Information:

        May 18, 2016, 11:43:28 AM    Self test - passed

  • by Luis Sequeira1,

    Luis Sequeira1 Luis Sequeira1 May 19, 2016 8:19 AM in response to ChiroBones
    Level 6 (12,122 points)
    Mac OS X
    May 19, 2016 8:19 AM in response to ChiroBones

    You should remove Trusteer Endpoint Protection.

  • by Eric Root,

    Eric Root Eric Root May 19, 2016 10:41 AM in response to ChiroBones
    Level 9 (71,259 points)
    iTunes
    May 19, 2016 10:41 AM in response to ChiroBones
  • by ChiroBones,

    ChiroBones ChiroBones May 25, 2016 1:00 AM in response to Eric Root
    Level 1 (4 points)
    Mac OS X
    May 25, 2016 1:00 AM in response to Eric Root

    Thank you everybody for your input.  That appears to have resolved the issue.

     

    Yours

     

    Richard