rossettazawc

Q: my iMac and back-up have a bug

iMac (late 2013) 2,7 GHz Intel Core i5;  8GB 1600 MHz DDR3;  El Capitan 10.11.5

 

i've had major problems with iTunes for years; but developed many more issues with Apple and other apps, data 'disappearing'; apps quiting; needing to reboot, etc., so took the Mac to a service facility which removed all data; reinstalled OSx and restored the data from the back-up.  This didn't solve any of the problems and they said there must therefore be 'a bug' that was on both the iMac and the back-up, so the only remedy would be to permanently remove all data and start from scratch.   Is there any possible way around this?  (i'm not tech-savvy).  any wise ideas would be very much appreciated, thanks.

MacBook Pro, OS X Mountain Lion (10.8.4), installed but not running

Posted on Jul 28, 2016 8:24 AM

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Q: my iMac and back-up have a bug

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  • by macjack,

    macjack macjack Jul 28, 2016 8:27 AM in response to rossettazawc
    Level 9 (55,694 points)
    Mac OS X
    Jul 28, 2016 8:27 AM in response to rossettazawc

    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 Linc Davis,Helpful

    Linc Davis Linc Davis Aug 1, 2016 7:26 AM in response to rossettazawc
    Level 10 (207,963 points)
    Applications
    Aug 1, 2016 7:26 AM in response to rossettazawc

    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. 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 documents or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this behavior; 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, by a peripheral device, by a font conflict, or by corruption of the file system or of certain system caches.

    Please take this step regardless of the results of Step 1.

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards, if applicable. Start up in safe mode and log in to the account with the problem.

    Note: If FileVault is enabled in OS X 10.9 or earlier, or if a firmware password is set, or if the startup volume is a software RAID, you can’t do this. Ask for further instructions.

    Safe mode is much slower to start up and run than normal, with limited graphics performance, and some things won’t work at all, including sound output and Wi-Fi on certain models. The next normal startup 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.

    Test while in safe mode. Same problem?

    After testing, restart as usual (not in safe mode) and verify that you still have the problem. Post the results of Steps 1 and 2.

  • by rossettazawc,

    rossettazawc rossettazawc Aug 1, 2016 7:35 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Aug 1, 2016 7:35 AM in response to Linc Davis

    results of the 2-step test:


    Step 1:

    when logged in as Guest User there were no issues, apart from flickering stripes across the top of the screen during log-in.

     

    Step 2:

    after restarting in safe-mode the account with problems, it functioned without apparent problem. ( had the same 'flickering stripes' during log-in, but otherwise )

     

    after restarting in normal-mode the previous problems resumed. (but without the log-in flickering).

  • by rossettazawc,

    rossettazawc rossettazawc Aug 13, 2016 4:30 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Aug 13, 2016 4:30 AM in response to Linc Davis

    hi Linc,

    would be great if you could check the results i posted after running your test - if you have any comments re a next course of action.

  • by macjack,Apple recommended

    macjack macjack Aug 13, 2016 6:57 AM in response to rossettazawc
    Level 9 (55,694 points)
    Mac OS X
    Aug 13, 2016 6:57 AM in response to rossettazawc

    What you've discovered is that the problem isn't system-wide, but isolated to your user account. Now, you need to troubleshoot your user account.

    Mac OS X: How to troubleshoot a software issue - Apple Support


    Start up in Safe Mode and see if the problem still occurs:

    Restart holding the "shift" key.

    (Expect it to take longer to start this way because it runs a directory check first. Also give it a little time after start because it runs some maintenance routines in the beginning.)

     

    First go to System Preferences > Users & Groups > Login Items remove all of them using the - sign button (don't just hide them) You can always put them back later with the + button. Log out and in and test.

     

    If it works as expected in Safe Mode, then log back in to your normal user account and go to System Preferences > Users & Groups > Login items, and delete any third party login items. (use the minus sign, do not just hide them) You can aways add them back later) Also look in /Library/Startup Items. Nothing is put in that folder by default, so anything in there is yours. Then log out and back in or restart and test. Also, go to ~/Library > Caches and drag the Cache folder to your desktop and test.

     

    Let us know.