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kayakiowa

Q: My iMac restarts instead of shutting down.

My iMac is only 1 yr old and the iOS is up to date. When I try to do a shutdown, it will restart rather than shut down.

Has anyone else had this problem?

iMac (27-inch, Late 2013)

Posted on Jul 11, 2016 9:31 AM

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Q: My iMac restarts instead of shutting down.

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  • Helpful answers

  • by macjack,Solvedanswer

    macjack macjack Jul 11, 2016 9:33 AM in response to kayakiowa
    Level 9 (55,682 points)
    Mac OS X
    Jul 11, 2016 9:33 AM in response to kayakiowa

    See this Apple Support Topic

    OS X: When your computer spontaneously restarts or displays "Your computer restarted because of a problem." - Apple Supp…

    Also please download and run EtreCheck, created by one of own helpers here in ASC. It is a diagnostic tool that's very useful to us in finding problems. Also it will give us further specs on your Mac. After it runs post the log file here. It will contain no personal information.

  • by kayakiowa,

    kayakiowa kayakiowa Jul 14, 2016 5:23 PM in response to macjack
    Level 1 (8 points)
    Mac OS X
    Jul 14, 2016 5:23 PM in response to macjack

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-07-14 19:15:19

    Download EtreCheck from https://etrecheck.com

    Runtime 1:54

    Performance: Excellent

     

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

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

    Click the [Remove] links to remove adware.

     

    Problem: Computer is restarting

    Description:

    When I try to do a shutdown, it restarts instead. Last time I used the Mac, I held in the power button for 10 sec until it shut down. I then unplugged it, plugged it back in and started the iMac. It shut off fine for a couple of times but now it’s doing it again.

     

    Hardware Information:

        iMac (27-inch, Late 2013)

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

        iMac - model: iMac14,2

        1 3.2 GHz Intel Core i5 CPU: 4-core

        8 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n/ac

     

    Video Information:

        NVIDIA GeForce GT 755M - VRAM: 1024 MB

            iMac 2560 x 1440

     

    System Software:

        OS X El Capitan 10.11.5 (15F34) - Time since boot: less than an hour

     

    Disk Information:

        APPLE HDD ST1000DM003 disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 999.35 GB (818.25 GB free)

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

     

    USB Information:

        Kingston Multi-Reader

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Western Digital My Passport 0839 2 TB

            EFI (disk1s1) <not mounted> : 210 MB

            My Passport for Mac (disk1s2) /Volumes/My Passport for Mac : 2.00 TB (1.80 TB free)

     

    Gatekeeper:

        Mac App Store and identified developers

     

    Adware:

        ~/Library/LaunchAgents/com.sourcesoftwarehub.AppTech.plist

        One adware file found. [Remove]

     

    Kernel Extensions:

            /System/Library/Extensions

        [not loaded]    com.FTDI.driver.FTDIUSBSerialDriver (2.2.14 - 2016-06-22) [Support]

        [not loaded]    com.bodymedia.codelessAB185.kext (1.0 - 2016-06-22) [Support]

     

    System Launch Agents:

        [not loaded]    7 Apple tasks

        [loaded]    159 Apple tasks

        [running]    72 Apple tasks

     

    System Launch Daemons:

        [failed]    com.apple.dpd.plist

        [not loaded]    46 Apple tasks

        [loaded]    159 Apple tasks

        [running]    85 Apple tasks

     

    Launch Daemons:

        [loaded]    com.adobe.fpsaud.plist (2016-06-13) [Support]

        [running]    com.fitbit.galileod.plist (2013-10-22) [Support]

        [loaded]    jp.co.canon.MasterInstaller.plist (2014-04-19) [Support]

     

    User Launch Agents:

        [failed]    UEMusicLibrary.plist (2015-09-27) [Support]

        [running]    com.sourcesoftwarehub.AppTech.plist (2016-07-09) Adware!  [Remove]

            ~/Library/Application Support/AppCommon/AppTech

     

     

    Other Apps:

        [running]    com.GoPro.goproapp-devicedetection

        [running]    com.tuneupmedia.TuneUpHelperAS

        [loaded]    395 Apple tasks

        [running]    175 Apple tasks

     

    Internet Plug-ins:

        GarminGpsControl: 4.2.0.0 - SDK 10.8 (2014-03-31) [Support]

        FlashPlayer-10.6: 22.0.0.192 - SDK 10.9 (2016-06-26) [Support]

        QuickTime Plugin: 7.7.3 (2016-06-22)

        Flash Player: 22.0.0.192 - SDK 10.9 (2016-06-26) Outdated! Update

        Silverlight: 5.1.40728.0 - SDK 10.6 (2015-10-04) [Support]

        Default Browser: 601 - SDK 10.11 (2016-06-22)

     

    Safari Extensions:

        InternetAssistant - Cosmina Beteringhe - http://www.sourcesoftwarehub.com (2016-04-10)

     

    3rd Party Preference Panes:

        Flash Player (2016-06-13) [Support]

        Squeezebox (2013-08-12) [Support]

     

    Time Machine:

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 999.35 GB Disk used: 181.10 GB

        Destinations:

            My Passport for Mac [Local]

            Total size: 2.00 TB

            Total number of backups: 15

            Oldest backup: 6/21/16, 7:21 PM

            Last backup: 7/14/16, 6:23 PM

            Size of backup disk: Adequate

                Backup size 2.00 TB > (Disk used 181.10 GB X 3)

     

    Top Processes by CPU:

             4%    WindowServer

             1%    fontd

             1%    (dpd)

             1%    kernel_task

             0%    com.apple.WebKit.WebContent

     

    Top Processes by Memory:

        712 MB    kernel_task

        524 MB    com.apple.WebKit.WebContent

        164 MB    mdworker(9)

        139 MB    mds_stores

        82 MB    Safari

     

    Virtual Memory Information:

        4.62 GB    Free RAM

        3.37 GB    Used RAM (1.21 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information:

        Jul 14, 2016, 07:06:32 PM    Self test - passed

  • by macjack,

    macjack macjack Jul 14, 2016 5:33 PM in response to kayakiowa
    Level 9 (55,682 points)
    Mac OS X
    Jul 14, 2016 5:33 PM in response to kayakiowa

    Please remove the adware by either clicking on the Remove in EtreCheck report or use a provided uninstaller.

    Then, see how it's running and post another EtreCheck report.

  • by kayakiowa,

    kayakiowa kayakiowa Jul 15, 2016 5:31 AM in response to macjack
    Level 1 (8 points)
    Mac OS X
    Jul 15, 2016 5:31 AM in response to macjack

    After I posted the EtreCheck report, I noticed that it was showing Adware. I removed it and now it's working fine. Thank you very much for your help!!

    Steve

  • by macjack,

    macjack macjack Jul 15, 2016 7:28 AM in response to kayakiowa
    Level 9 (55,682 points)
    Mac OS X
    Jul 15, 2016 7:28 AM in response to kayakiowa

    Great. Glad it's sorted.

  • by kayakiowa,

    kayakiowa kayakiowa Jul 17, 2016 5:46 PM in response to macjack
    Level 1 (8 points)
    Mac OS X
    Jul 17, 2016 5:46 PM in response to macjack

    It did it again:

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-07-17 19:44:00

    Download EtreCheck from https://etrecheck.com

    Runtime 2:03

    Performance: Excellent

     

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

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

     

    Problem: Computer is restarting

     

    Hardware Information:

        iMac (27-inch, Late 2013)

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

        iMac - model: iMac14,2

        1 3.2 GHz Intel Core i5 CPU: 4-core

        8 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n/ac

     

    Video Information:

        NVIDIA GeForce GT 755M - VRAM: 1024 MB

            iMac 2560 x 1440

     

    System Software:

        OS X El Capitan 10.11.5 (15F34) - Time since boot: less than an hour

     

    Disk Information:

        APPLE HDD ST1000DM003 disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 999.35 GB (817.83 GB free)

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

     

    USB Information:

        Kingston Multi-Reader

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Western Digital My Passport 0839 2 TB

            EFI (disk1s1) <not mounted> : 210 MB

            My Passport for Mac (disk1s2) /Volumes/My Passport for Mac : 2.00 TB (1.80 TB free)

     

    Gatekeeper:

        Mac App Store and identified developers

     

    Kernel Extensions:

            /System/Library/Extensions

        [not loaded]    com.FTDI.driver.FTDIUSBSerialDriver (2.2.14 - 2016-06-22) [Support]

        [not loaded]    com.bodymedia.codelessAB185.kext (1.0 - 2016-06-22) [Support]

     

    System Launch Agents:

        [not loaded]    7 Apple tasks

        [loaded]    159 Apple tasks

        [running]    72 Apple tasks

     

    System Launch Daemons:

        [failed]    com.apple.dpd.plist

        [not loaded]    46 Apple tasks

        [loaded]    157 Apple tasks

        [running]    87 Apple tasks

     

    Launch Daemons:

        [loaded]    com.adobe.fpsaud.plist (2016-06-13) [Support]

        [running]    com.fitbit.galileod.plist (2013-10-22) [Support]

        [loaded]    jp.co.canon.MasterInstaller.plist (2014-04-19) [Support]

     

    User Launch Agents:

        [failed]    UEMusicLibrary.plist (2015-09-27) [Support]

        [running]    com.amazon.music.plist (2016-07-17) [Support]

     

     

    Other Apps:

        [running]    com.GoPro.goproapp-devicedetection

        [running]    com.tuneupmedia.TuneUpHelperAS

        [loaded]    393 Apple tasks

        [running]    185 Apple tasks

     

    Internet Plug-ins:

        GarminGpsControl: 4.2.0.0 - SDK 10.8 (2014-03-31) [Support]

        FlashPlayer-10.6: 22.0.0.192 - SDK 10.9 (2016-06-26) [Support]

        QuickTime Plugin: 7.7.3 (2016-06-22)

        Flash Player: 22.0.0.192 - SDK 10.9 (2016-06-26) Outdated! Update

        Silverlight: 5.1.40728.0 - SDK 10.6 (2015-10-04) [Support]

        Default Browser: 601 - SDK 10.11 (2016-06-22)

     

    Safari Extensions:

        InternetAssistant - Cosmina Beteringhe - http://www.sourcesoftwarehub.com (2016-04-10)

     

    3rd Party Preference Panes:

        Flash Player (2016-06-13) [Support]

        Squeezebox (2013-08-12) [Support]

     

    Time Machine:

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 999.35 GB Disk used: 181.52 GB

        Destinations:

            My Passport for Mac [Local]

            Total size: 2.00 TB

            Total number of backups: 29

            Oldest backup: 6/21/16, 7:21 PM

            Last backup: 7/17/16, 7:04 PM

            Size of backup disk: Adequate

                Backup size 2.00 TB > (Disk used 181.52 GB X 3)

     

    Top Processes by CPU:

             3%    WindowServer

             2%    kernel_task

             1%    fontd

             0%    com.apple.WebKit.WebContent(2)

             0%    diskarbitrationd

     

    Top Processes by Memory:

        722 MB    kernel_task

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

        319 MB    mdworker(19)

        115 MB    mds_stores

        82 MB    Safari

     

    Virtual Memory Information:

        4.66 GB    Free RAM

        3.33 GB    Used RAM (1.15 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information:

        Jul 17, 2016, 07:38:26 PM    Self test - passed

  • by macjack,

    macjack macjack Jul 17, 2016 6:56 PM in response to kayakiowa
    Level 9 (55,682 points)
    Mac OS X
    Jul 17, 2016 6:56 PM in response to kayakiowa

    You can try deleting

    InternetAssistant - Cosmina Beteringhe - http://www.sourcesoftwarehub.com (2016-04-10)

    Go to Safari > Preferences > Extensions and delete it.

    Also TuneUp Helper may be involved, I'd uninstall it and if it's not the cause you can reinstall later.

    http://support.tuneupmedia.com/hc/en-us/articles/200440408-How-can-I-uninstall-T uneUp-from-my-computer-

    Also, if you haven't done so try resetting SMC

    Reset the System Management Controller (SMC) on your Mac - Apple Support

  • by kayakiowa,

    kayakiowa kayakiowa Jul 19, 2016 5:23 PM in response to macjack
    Level 1 (8 points)
    Mac OS X
    Jul 19, 2016 5:23 PM in response to macjack

    I deleted the extension and Tune Up. It didn't help. I had to do a hard shutdown in order to I reset the SMC. I was able to do 4 successful shutdowns in a row. However, I noticed that the problem seems to occur when the computer has been on for a day or so. I left it on for 24 hours and now I'm not able to shut down again.

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-07-19 19:17:02

    Download EtreCheck from https://etrecheck.com

    Runtime 1:59

    Performance: Excellent

     

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

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

     

    Problem: Computer is restarting

     

    Hardware Information:

        iMac (27-inch, Late 2013)

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

        iMac - model: iMac14,2

        1 3.2 GHz Intel Core i5 CPU: 4-core

        8 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n/ac

     

    Video Information:

        NVIDIA GeForce GT 755M - VRAM: 1024 MB

            iMac 2560 x 1440

     

    System Software:

        OS X El Capitan 10.11.5 (15F34) - Time since boot: less than an hour

     

    Disk Information:

        APPLE HDD ST1000DM003 disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 999.35 GB (817.80 GB free)

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

     

    USB Information:

        Kingston Multi-Reader

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Western Digital My Passport 0839 2 TB

            EFI (disk1s1) <not mounted> : 210 MB

            My Passport for Mac (disk1s2) /Volumes/My Passport for Mac : 2.00 TB (1.80 TB free)

     

    Gatekeeper:

        Mac App Store and identified developers

     

    Kernel Extensions:

            /System/Library/Extensions

        [not loaded]    com.FTDI.driver.FTDIUSBSerialDriver (2.2.14 - 2016-07-18) [Support]

        [not loaded]    com.bodymedia.codelessAB185.kext (1.0 - 2016-07-18) [Support]

     

    System Launch Agents:

        [not loaded]    7 Apple tasks

        [loaded]    159 Apple tasks

        [running]    72 Apple tasks

     

    System Launch Daemons:

        [failed]    com.apple.dpd.plist

        [not loaded]    46 Apple tasks

        [loaded]    160 Apple tasks

        [running]    84 Apple tasks

     

    Launch Daemons:

        [loaded]    com.adobe.fpsaud.plist (2016-06-28) [Support]

        [running]    com.fitbit.galileod.plist (2013-10-22) [Support]

        [loaded]    jp.co.canon.MasterInstaller.plist (2014-04-19) [Support]

     

    User Launch Agents:

        [failed]    UEMusicLibrary.plist (2015-09-27) [Support]

        [running]    com.amazon.music.plist (2016-07-17) [Support]

     

     

    Other Apps:

        [running]    com.GoPro.goproapp-devicedetection

        [running]    com.tuneupmedia.TuneUpHelperAS

        [loaded]    396 Apple tasks

        [running]    182 Apple tasks

     

    Internet Plug-ins:

        GarminGpsControl: 4.2.0.0 - SDK 10.8 (2014-03-31) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-17) [Support]

        QuickTime Plugin: 7.7.3 (2016-06-22)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-17) [Support]

        Silverlight: 5.1.40728.0 - SDK 10.6 (2015-10-04) [Support]

        Default Browser: 601 - SDK 10.11 (2016-06-22)

     

    3rd Party Preference Panes:

        Flash Player (2016-06-28) [Support]

        Squeezebox (2013-08-12) [Support]

     

    Time Machine:

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 999.35 GB Disk used: 181.54 GB

        Destinations:

            My Passport for Mac [Local]

            Total size: 2.00 TB

            Total number of backups: 23

            Oldest backup: 6/21/16, 7:21 PM

            Last backup: 7/19/16, 6:57 PM

            Size of backup disk: Adequate

                Backup size 2.00 TB > (Disk used 181.54 GB X 3)

     

    Top Processes by CPU:

            10%    mdworker(20)

             3%    WindowServer

             2%    kernel_task

             2%    fontd

             2%    mds

     

    Top Processes by Memory:

        719 MB    kernel_task

        500 MB    com.apple.WebKit.WebContent

        319 MB    mdworker(20)

        156 MB    mds_stores

        98 MB    com.apple.WebKit.Plugin.64

     

    Virtual Memory Information:

        4.34 GB    Free RAM

        3.65 GB    Used RAM (1.30 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information:

        Jul 19, 2016, 07:10:56 PM    Self test - passed