eskaycee

Q: My iMac keeps crashing when turning on and in between switching user accounts

My 2011 iMac has been crashing for weeks. It usually crashes when I turn it on, sign-in to user accounts or switching user accounts.

 

I upgraded to Sierra yesterday and I kept using for hours and it was fine.

 

I turned on today; a few of the Apple apps don't work ... Mail, App Store, Safari (these are what I tried). Mail app loaded, saw a list of emails, but when I click on a particular message, the message does not load. Safari cannot load any webpage at all (I'm now using Chrome). App store cannot load anything too.

 

I sought help here before about the crash but I was reluctant to share the etre report. Now I've read about it and understand how it works. The report does indicate "failed".

 

Appreciate help from the community. Thanks.

 

Here is the report ...

 

EtreCheck version: 3.0.6 (315)

Report generated 2016-10-02 18:24:53

Download EtreCheck from https://etrecheck.com

Runtime 3:11

Performance: Good

 

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

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

 

Problem: Computer is restarting

Description:

Crashes when turning on machine, signing in or switching accounts. It’s slow since upgraded to Sierra. Safari and Mail not working. Safari cannot load any pages (Chrome works); see list of emails but when click on one particular message, Mail does not load the message.

 

Hardware Information:

    iMac (27-inch, Mid 2011)

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

    iMac - model: iMac12,2

    1 3.4 GHz Intel Core i7 CPU: 4-core

    12 GB RAM Upgradeable - [Instructions]

        BANK 0/DIMM0

            2 GB DDR3 1333 MHz ok

        BANK 1/DIMM0

            2 GB DDR3 1333 MHz ok

        BANK 0/DIMM1

            4 GB DDR3 1333 MHz ok

        BANK 1/DIMM1

            4 GB DDR3 1333 MHz ok

    Bluetooth: Old - Handoff/Airdrop2 not supported

    Wireless:  en1: 802.11 a/b/g/n

 

Video Information:

    AMD Radeon HD 6970M - VRAM: 2048 MB

        iMac 2560 x 1440

 

System Software:

    macOS Sierra  10.12 (16A323) - Time since boot: less than an hour

 

Disk Information:

    ST31000528AS disk0 : (1 TB) (Rotational)

        EFI (disk0s1) <not mounted> : 210 MB

        Mac HD (disk0s2) /  [Startup]: 999.35 GB (674.19 GB free)

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

 

    HL-DT-STDVDRW  GA32N   ()

 

USB Information:

    Apple Inc. FaceTime HD Camera (Built-in)

    Apple Inc. BRCM2046 Hub

        Apple Inc. Bluetooth USB Host Controller

    Apple Computer, Inc. IR Receiver

    Apple Card Reader

 

Thunderbolt Information:

    Apple Inc. thunderbolt_bus

 

Gatekeeper:

    Mac App Store and identified developers

 

System Launch Agents:

    [not loaded]    8 Apple tasks

    [loaded]    171 Apple tasks

    [running]    92 Apple tasks

 

System Launch Daemons:

    [not loaded]    39 Apple tasks

    [loaded]    165 Apple tasks

    [running]    99 Apple tasks

 

Launch Agents:

    [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (2016-07-13) [Support]

    [loaded]    com.google.keystone.agent.plist (2016-07-12) [Support]

    [not loaded]    com.teamviewer.teamviewer.plist (2015-03-02) [Support]

    [not loaded]    com.teamviewer.teamviewer_desktop.plist (2015-03-02) [Support]

    [running]    com.trusteer.rapport.rapportd.plist (2016-09-18) [Support]

 

Launch Daemons:

    [loaded]    com.adobe.ARMDC.Communicator.plist (2016-07-13) [Support]

    [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-07-13) [Support]

    [loaded]    com.adobe.fpsaud.plist (2016-08-29) [Support]

    [loaded]    com.google.keystone.daemon.plist (2016-09-02) [Support]

    [loaded]    com.teamviewer.Helper.plist (2015-03-02) [Support]

    [not loaded]    com.teamviewer.teamviewer_service.plist (2015-03-02) [Support]

    [running]    com.trusteer.rooks.rooksd.plist (2016-09-18) [Support]

 

User Launch Agents:

    [loaded]    com.adobe.ARM.[...].plist (2014-05-09) [Support]

    [failed]    com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist (2014-04-05)

    [loaded]    com.citrixonline.GoToMeeting.G2MUpdate.plist (2016-09-24) [Support]

    [running]    com.spotify.webhelper.plist (2016-10-02) [Support]

 

User Login Items:

    iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

    AdobeResourceSynchronizer    Application  (/Applications/Adobe Reader.app/Contents/Support/AdobeResourceSynchronizer.app)

    WDSecurityHelper    Application  (/Applications/WD Security.app/Contents/WDSecurityHelper.app)

    Spotify    Application  (/Applications/Spotify.app)

    Dropbox    Application  (/Applications/Dropbox.app)

 

Internet Plug-ins:

    o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-16) [Support]

    AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-04) [Support]

    FlashPlayer-10.6: 23.0.0.162 - SDK 10.9 (2016-09-14) [Support]

    Silverlight: 5.1.40728.0 - SDK 10.6 (2015-11-01) [Support]

    QuickTime Plugin: 7.7.3 (2016-09-13)

    Flash Player: 23.0.0.162 - SDK 10.9 (2016-09-14) [Support]

    PepperFlashPlayer: 23.0.0.162 - SDK 10.9 (2016-09-15) [Support]

    NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

    AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-04) [Support]

    googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

    iPhotoPhotocast: 7.0 (2014-04-05)

    RL Secure Plug-In Layer: Unknown - SDK 10.5 (2014-02-21) [Support]

 

User internet Plug-ins:

    CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-25) [Support]

    Picasa: 1.0 - SDK 10.6 (2014-03-05) [Support]

    UploadManager: Unknown - SDK 10.5 (2015-01-05) [Support]

    ContentManager: Unknown - SDK 10.5 (2015-01-05) [Support]

    RocketEngine: Unknown - SDK 10.5 (2015-01-05) [Support]

 

Safari Extensions:

    1-ClickWeather - TWCi - http://www.weather.com/ (2014-09-20)

    DuckDuckGo - DuckDuckGo - http://duckduckgo.com (2015-07-11)

 

3rd Party Preference Panes:

    Flash Player (2016-08-29) [Support]

    Trusteer Endpoint Protection (2016-09-20) [Support]

 

Time Machine:

    Mobile backups: OFF

    Auto backup: YES

    Volumes being backed up:

        Mac HD: Disk size: 999.35 GB Disk used: 325.16 GB

    Destinations:

        SUZ_500G [Local]

        Total size: 499.76 GB

        Total number of backups: 81

        Oldest backup: 2015-07-07, 5:41 PM

        Last backup: 2016-09-15, 4:48 PM

        Size of backup disk: Too small

            Backup size 499.76 GB < (Disk used 325.16 GB X 3)

 

Top Processes by CPU:

       209%    photoanalysisd

         4%    mdworker(18)

         3%    photolibraryd

         3%    coreaudiod

         3%    WindowServer

 

Top Processes by Memory:

    845 MB    kernel_task

    786 MB    Google Chrome Helper(5)

    528 MB    mdworker(18)

    283 MB    Finder

    258 MB    photoanalysisd

 

Virtual Memory Information:

    3.25 GB    Free RAM

    8.74 GB    Used RAM (4.43 GB Cached)

    362 MB    Swap Used

 

Diagnostics Information:

    Oct 2, 2016, 06:21:58 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-182158_ [redacted].crash

        /System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.We bKit.WebContent.xpc/Contents/MacOS/com.apple.WebKit.WebContent

    Oct 2, 2016, 05:43:42 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-174342_ [redacted].crash

    Oct 2, 2016, 05:34:33 PM    Self test - passed

    Oct 2, 2016, 05:20:02 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-172002_ [redacted].crash

    Oct 2, 2016, 05:19:17 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-171917_ [redacted].crash

    Oct 2, 2016, 04:55:42 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-165542_ [redacted].crash

    Oct 2, 2016, 04:54:41 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-165441_ [redacted].crash

    Oct 2, 2016, 04:51:15 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-165115_ [redacted].crash

    Oct 2, 2016, 04:51:14 PM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-165114_ [redacted].crash

    Oct 2, 2016, 12:26:52 AM    /Library/Logs/DiagnosticReports/Safari_2016-10-02-002652_[redacted].cpu_resourc e.diag [Details]

        /Applications/Safari.app/Contents/MacOS/Safari

    Oct 2, 2016, 12:11:33 AM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-02-001133_[ redacted].cpu_resource.diag [Details]

    Oct 1, 2016, 11:49:15 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-01-234915_[ redacted].cpu_resource.diag [Details]

    Oct 1, 2016, 11:18:28 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-01-231828_[ redacted].cpu_resource.diag [Details]

    Oct 1, 2016, 09:23:00 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-01-212300_[ redacted].cpu_resource.diag [Details]

    Oct 1, 2016, 09:01:11 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-10-01-210111_[ redacted].cpu_resource.diag [Details]

    Oct 1, 2016, 09:00:51 PM    /Library/Logs/DiagnosticReports/Safari_2016-10-01-210051_[redacted].cpu_resourc e.diag [Details]

    Oct 1, 2016, 08:11:06 PM    ~/Library/Logs/DiagnosticReports/Safari_2016-10-01-201106_[redacted].crash

    Oct 1, 2016, 07:35:00 PM    ~/Library/Logs/DiagnosticReports/WeatherEye_2016-10-01-193500_[redacted].crash

        /Applications/WeatherEye.app/Contents/MacOS/WeatherEye

 

 

iMac, OS X El Capitan (10.11.1)

Posted on Oct 2, 2016 3:51 PM

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Q: My iMac keeps crashing when turning on and in between switching user accounts

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  • Helpful answers

  • by John Galt,Solvedanswer

    John Galt John Galt Oct 2, 2016 8:35 PM in response to eskaycee
    Level 9 (50,065 points)
    Mac OS X
    Oct 2, 2016 8:35 PM in response to eskaycee

        Trusteer Endpoint Protection (2016-09-20) [Support]


    The following might be helpful: https://www.trusteer.com/support/uninstalling-rapport-mac-os-x

     

    It’s slow since upgraded to Sierra.


    Part of that is related to the upgraded Photos app. If you have a lot of photos (thousands) it will take a long time for it to finish analyzing your Photos library. The best thing to do is to let it finish, as long as that might take. Consider 1 hour per 1000 photographs as a rough estimate. When it's finally done, your Mac's performance will be back to normal.

     

    Definitely get rid of "Trusteer" though. As long as useless "anti-virus" garbage remains installed on your Mac, it's unreasonable to expect it to work the way it's designed to work. Safari won't work. Mail won't work. Lots of other things you actually need to work won't work. Please read Effective defenses against malware and other threats.

     

    DuckDuckGo - DuckDuckGo - http://duckduckgo.com (2015-07-11)

     

    You don't need the DDG Safari Extension any more, since DDG has been incorporated natively in Safari for quite some time. Select the Safari menu > Preferences > Search, and select DuckDuckGo from the Search engine dropdown menu. Then, select Extensions, select the DuckDuckGo extension, and Uninstall.

     

    Leaving the Extension present is OK but it won't do anything.

     

    WDSecurityHelper    Application  (/Applications/WD Security.app/Contents/WDSecurityHelper.app)

     

    I don't know what that is. If you don't either, get rid of it. At least delete it from your Login Items.

  • by eskaycee,

    eskaycee eskaycee Oct 3, 2016 6:04 PM in response to John Galt
    Level 1 (9 points)
    Desktops
    Oct 3, 2016 6:04 PM in response to John Galt

    Thank you, John, for your detailed explanation.

     

    I've removed DuckDuckGo from the extension.

     

    I could not locate where the Tursteer was saved. I tried searching from Finder "All my files" and "my iMac" but no folders showed up in the results; only the etrecheck reports. How do I look for the .dmg file? I think I need more instructions on how to do this.

     

    I suspect the WDSecurityHelper is the portable Western Digital hard drive I sometimes plugged onto the iMac to transfer files. Is it safe to delete it?

     

    What about the Adobe? I saw "failed" beside an item.

     

    Thank you so much for your help. Really appreciate.

  • by eskaycee,

    eskaycee eskaycee Oct 3, 2016 6:17 PM in response to John Galt
    Level 1 (9 points)
    Desktops
    Oct 3, 2016 6:17 PM in response to John Galt

    Oh, I just remember that the Trusteer Endpoint Protection is found in the System Preferences. I don't know how it happened.

  • by eskaycee,

    eskaycee eskaycee Oct 3, 2016 8:15 PM in response to John Galt
    Level 1 (9 points)
    Desktops
    Oct 3, 2016 8:15 PM in response to John Galt

    Thank you, John. I was able to uninstall Trusteer Rapport. I removed the LaunchAgents & LaunchDaemons, cleared caches, restarted ... voila ... restarted faster and ... the Mail, Safari and App Store are working. Really really appreciate your help.

     

    Somehow I think the Adobe is still giving me problems, how do I uninstall it? I suspect I did not install it properly. I got error messages all the time (I forgot about those error messages). I couldn't find the uninstall folder. FYI, I installed a newer version of Trusteer to uninstall it! The instructions were on the very bottom of your link in very small fonts.

     

    Thank you so very much.

  • by John Galt,Helpful

    John Galt John Galt Oct 3, 2016 8:40 PM in response to eskaycee
    Level 9 (50,065 points)
    Mac OS X
    Oct 3, 2016 8:40 PM in response to eskaycee

    As I understand that program's output "failed" corresponds to an exit code returned by the Mac. That in itself does not necessarily mean anything. You would have to ask its developer to explain its significance. For example, the "dot mac" property list was used by a service Apple abandoned years ago. That file is inert. It does nothing now and it never will. 

     

    That does not imply some other system modification appearing as "failed" might remain inert forever though, or that it should be indiscriminately deleted. Another process could require it now or in the future, and if that file is missing, the process requiring it may fail or crash and cause related problems.

     

    On the other hand "loaded" or "running" means those processes are actually affecting your Mac.

     

    I suspect the WDSecurityHelper is the portable Western Digital hard drive I sometimes plugged onto the iMac to transfer files. Is it safe to delete it?

     

    It would be best not to install those things to begin with. A Mac doesn't need any additional software to use an external hard disk drive, and often that software causes problems.

     

    Don't delete it unless you know how though, since its name implies it might be used for encryption purposes – which you also don't need since encryption is also incorporated in Sierra. If you used WD software to encrypt your disk you will require it to un-encrypt that disk.

  • by John Galt,

    John Galt John Galt Oct 3, 2016 8:27 PM in response to eskaycee
    Level 9 (50,065 points)
    Mac OS X
    Oct 3, 2016 8:27 PM in response to eskaycee

    FYI, I installed a newer version of Trusteer to uninstall it!

     

    Sometimes that's what you have to do.

     

    As for the Adobe software, you will have to ask Adobe.