Safari freezes and won't quit

Question

Level 1

5 points

Safari freezes and won't quit

Safari has just started freezing when active and am unable to close or even force quit. Have also found I am now unable to close Safari when it is not frozen. Trying force quit when Safari working also does not work, app closes and then starts again immediately.

Starting in safe mode seems to clear the problem for a period then it happens again. No new apps have been added that might have a conflict and a virus/malware scan shows my system is clean.

If anyone can help I would be very grateful.

iMac with Retina 5K display, 10.14

Posted on Feb 20, 2019 9:27 AM

Reply

Answer 1

Top-ranking reply

dominic23

Level 10

83,952 points

Feb 20, 2019 3:20 PM in response to traveller221

You have Adware, CleanMyMac 3, Dr.Cleaner and MacFuse installed.

Try getting rid of them.

To remove adware, run Malwarebytes again.

Run EtreCheck again, scroll the sidebar, and click the Security button

On the right side you will see adware listed with a Remove button.

Click it.

Reply

Answer 2

dominic23

Level 10

83,952 points

Feb 20, 2019 11:55 AM in response to traveller221

1. Remove unknown profiles.

System Preferences > Profiles

Open System Preferences, click the “Profiles” icon ( a checkmark on a gear) .

When Profiles pane opens, select the unknown profile and click the minus button at the bottom.

2. Remove unknown extensions: https://support.apple.com/guide/safari/use-safari-extensions-sfri32508/mac

3. Reset search engine: https://support.apple.com/guide/safari/customize-your-search-ibrwe75c2a3c/mac

4. Reset Homepage. https://support.apple.com/guide/safari/set-your-homepage-ibrw1020/mac

Ref: https://forums.malwarebytes.com/topic/236261-how-to-remove-weknow-malware-and-others/

5. Remove unknown Login item.

System Preferences > Users & Groups > Login items

Authenticate and unlock the lock.

Highlight the unknown login item (Mac Mechanic?) and click the “-“ button at the bottom left to remove it.

Reply

Answer 3

Eric Root

Level 10

684,603 points

Feb 20, 2019 12:58 PM in response to traveller221

Try running this program in your normal user account, 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. Click “Share Report” button in the toolbar, select “Copy Report” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information 10.10 and later

If the log won’t post, try posting it in Pastebin and provide a link in a reply Pastebin

Reply

Answer 4

Eric Root

Level 10

684,603 points

Feb 20, 2019 7:20 PM in response to traveller221

Most posters recommend not using cleaning programs. They can destroy normal computer operations.

CleanMyMac3 Uninstall

Check for any remaining associated files using these programs.

EasyFind – Spotlight Replacement

Find Any File

As suggested above, I would uninstall Dr Cleaner. It tends to interfere with the computer's operation while providing minimal to no benefit unless you work with Windows files. Most long time posters recommend not using antivirus software or cleaning software such as CleanMyMac.

Dr Cleaner uninstall

Reply

Answer 5

dominic23

Level 10

83,952 points

Feb 20, 2019 9:29 AM in response to traveller221

Safari doesn’t stay quit?

Adware is installed on your Mac.

Use the latest release of MalwareBytes for Mac to remove malware/adware.

Install guide: https://support.malwarebytes.com/docs/DOC-1817

Uninstall Guide: https://support.malwarebytes.com/docs/DOC-1190

The installer may ask you to allow it in Security & Privacy /System Preference. Allow it.

Click the “Scan Now” button. Once done quit Malwarebytes for Mac.

Restart the computer, relaunch Safari holding the shift key down.

Reply

Answer 6

traveller221 Author

Level 1

5 points

Feb 20, 2019 11:40 AM in response to dominic23

Thanks for your help Dominic23 but this didn't work. Safari starts (but doesn't open) on booting up even though the system has been told not to open windows on start up, it then can't quit either normally or by a force quit.

Reply

Answer 7

traveller221 Author

Level 1

5 points

Feb 20, 2019 2:48 PM in response to Eric Root

Report is too large so have had to split into numerous pastes.

EtreCheck version: 5.1 (5020)

Report generated: 2019-02-20 22:24:27

Download EtreCheck from https://etrecheck.com

Runtime: 1:51

Performance: Excellent

Sandbox: Enabled

Full drive access: Disabled

Problem: Other problem

Major Issues:

Anything that appears on this list needs immediate attention.

Adware - Adware detected.

Unsigned files - There are unsigned software files installed that could be adware and should be reviewed.

More than one antivirus app - This machine has multiple antivirus apps installed.

Minor Issues:

These issues do not need immediate attention but they may indicate future problems.

Out of RAM - This machine is running short on RAM and has a mechanical hard drive, reducing the speed of the virtual memory system.

Clean up - There are orphan files that could be removed.

32-bit Apps - This machine has 32-bits apps that may have problems in the future.

Limited drive access - More information may be available with Full Drive Access.

Hardware Information:

iMac (Retina 5K, 27-inch, 2014 - 2015)

iMac Model: iMac15,1

1 3.5 GHz Intel Core i5 (i5-4690) CPU: 4-core

8 GB RAM - Upgradeable

BANK 0/DIMM0 - 4 GB DDR3 1600 ok

BANK 1/DIMM0 - 4 GB DDR3 1600 ok

BANK 0/DIMM1 - Empty

BANK 1/DIMM1 - Empty

Video Information:

AMD Radeon R9 M290X - VRAM: 2048 MB

iMac 5120 x 2880

Drives:

disk0 - APPLE SSD SD0128F 121.33 GB (Solid State - TRIM: Yes)

Internal PCI 5.0 GT/s x2 Serial ATA

disk0s1 - EFI (MS-DOS FAT32) [EFI] 210 MB

disk0s2 [APFS Fusion Drive] 121.12 GB

disk2 [APFS Virtual drive] 1.12 TB (Shared by 4 volumes)

disk2s1 - Macintosh HD (APFS) (Shared - 222.71 GB used)

disk2s2 - Preboot (APFS) [APFS Preboot] (Shared)

disk2s3 - Recovery (APFS) [Recovery] (Shared)

disk2s4 - VM (APFS) [APFS VM] (Shared - 1.07 GB used)

disk1 - APPLE HDD ST1000DM003 1.00 TB (Mechanical - 7200 RPM)

Internal SATA 3 Gigabit Serial ATA

disk1s1 - EFI (MS-DOS FAT32) [EFI] 210 MB

disk1s2 [APFS Fusion Drive] 1000.00 GB

disk2 [APFS Virtual drive] 1.12 TB (Shared by 4 volumes)

disk2s1 - Macintosh HD (APFS) (Shared - 222.71 GB used)

disk2s2 - Preboot (APFS) [APFS Preboot] (Shared)

disk2s3 - Recovery (APFS) [Recovery] (Shared)

disk2s4 - VM (APFS) [APFS VM] (Shared - 1.07 GB used)

Mounted Volumes:

disk2s1 - Macintosh HD 1.12 TB (887.95 GB free)

APFS

Mount point: /

disk2s4 - VM [APFS VM] (Shared - 1.07 GB used)

APFS

Mount point: /private/var/vm

Network:

Interface en1: Wi-Fi

802.11 a/b/g/n/ac

Interface en4: Bluetooth PAN

Interface en0: Ethernet

Interface bridge0: Thunderbolt Bridge

Interface en6: iPad

Interface en5: iPhone

System Software:

macOS Mojave 10.14.2 (18C54)

Time since boot: About 2 hours

Security:

GatekeeperEnabled

System Integrity ProtectionEnabled

Adware:

Launchd: ~/Library/LaunchAgents/com.company.InstallerAgent.plist

Reason: Adware name match

Executable: ~/Library/Application Support/.dir/Finder

Reply

Answer 8

traveller221 Author

Level 1

5 points

Feb 20, 2019 2:48 PM in response to Eric Root

Unsigned Files:

Launchd: /Library/LaunchAgents/com.epson.ews.launcher.plist

Executable: /Applications/Epson Software/Epson Web Support.app/Contents/MacOS/Epson Web Support -NAV:AGNT

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.macpaw.CleanMyMac.helperTool.plist

Executable: /Users/***/Library/Application Support/CleanMyMac/CleanMyMacHelperTool

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.adobe.helper.plist

Executable: ~/Library/Application Support/.ftbr/Dock

Details: Restrictive app permissions - possibly adware

Launchd: ~/Library/LaunchAgents/com.company.engine.Finder.plist

Executable: ~/Library/Application Support/.dir/Finder.app/Contents/MacOS/Finder

Details: Restrictive app permissions - possibly adware

Launchd: /Library/LaunchAgents/com.epson.ecrp.launcher.plist

Executable: /Applications/Epson Software/Epson Utilities/Epson Customer Research Participation.app/Contents/MacOS/Ecrp Ecrp

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard9.plist

Executable: /bin/sh -c $HOME/Library/Cisco/VideoGuardPlayer/VideoGuard9/VideoGuard9.bundle/Contents/Resources/setupServer.sh

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.apple.SafariBookmarksSyncer.plist

Executable: /Applications/Safari.app/Contents/SafariSyncClient.app/Contents/MacOS/SafariSyncClient --sync com.apple.Safari --entitynames com.apple.bookmarks.Bookmark,com.apple.bookmarks.Folder

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard10.plist

Executable: /bin/sh -c $HOME/Library/Cisco/VideoGuardPlayer/VideoGuard10/VideoGuard10.bundle/Contents/Resources/setupServer.sh

Details: Restrictive config permissions - possibly adware

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard7.plist

Executable: /bin/sh -c $HOME/Library/Cisco/VideoGuardPlayer/VideoGuard7/VideoGuard7.bundle/Contents/Resources/setupServer.sh

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard10.uninstall.plist

Executable: /bin/sh ~/.cisco/VideoGuard/uninstall/cisco_videoguard10/condUninstall.sh

Details: Restrictive config permissions - possibly adware

Launchd: ~/Library/LaunchAgents/com.cisco.videoguardmonitor.plist

Executable: /bin/sh -c $HOME/Library/Cisco/VideoGuardPlayer/VideoGuardMonitor/VideoGuardMonitor.bundle/Contents/Resources/launch.sh

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard9.uninstall.plist

Executable: /bin/sh ~/.cisco/VideoGuard/uninstall/cisco_videoguard9/condUninstall.sh

Details: Exact match found in the whitelist - probably OK

Launchd: ~/Library/LaunchAgents/com.cisco.videoguard7.uninstall.plist

Executable: /bin/sh ~/.cisco/VideoGuard/uninstall/cisco_videoguard7/condUninstall.sh

Details: Exact match found in the whitelist - probably OK

32-bit Applications:

22 32-bit apps

Kernel Extensions:

/System/Library/Extensions

ssuddrv.kext (DEVGURU Co., Ltd., 1.4.20 - SDK 10.6)

EyeTVAfaTechHidBlock.kext (1.1)

EyeTVCinergy450AudioBlock.kext (1.1)

EyeTVCinergyXSAudioBlock.kext (1.1)

EyeTVEmpiaAudioBlock.kext (1.1)

EyeTVVoyagerAudioBlock.kext (1.1)

FitbitUSBCable.kext (Fitbit, Inc., 1.0 - SDK 10.10)

/System/Library/Extensions/ssuddrv.kext/Contents/PlugIns

ssudmdmcontrol.kext (DEVGURU Co., Ltd., 1.4.20 - SDK 10.6)

ssudmdmdata.kext (DEVGURU Co., Ltd., 1.4.20 - SDK 10.6)

ssudmtp.kext (DEVGURU Co., Ltd., 1.4.20 - SDK 10.5)

ssudserial.kext (DEVGURU Co., Ltd., 1.4.20 - SDK 10.6)

System Launch Agents:

[Not Loaded] 16 Apple tasks

[Loaded] 159 Apple tasks

[Running] 124 Apple tasks

System Launch Daemons:

[Not Loaded] 35 Apple tasks

[Loaded] 184 Apple tasks

[Running] 116 Apple tasks

[Other] One Apple task

Reply

Answer 9

traveller221 Author

Level 1

5 points

Feb 20, 2019 2:49 PM in response to Eric Root

Launch Agents:

[Loaded] com.epson.ews.launcher.plist (? d9ab2448 - installed 2010-01-07)

[Running] com.epson.scannermonitor.plist (Seiko Epson Corporation - installed 2016-11-15)

[Loaded] com.microsoft.update.agent.plist (Microsoft Corporation - installed 2019-02-10)

[Other] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a23d420d.plist (Adobe Systems, Inc. - installed 2018-02-15)

[Running] com.malwarebytes.mbam.frontend.agent.plist (Malwarebytes Corporation - installed 2018-12-07)

[Running] com.epson.eventmanager.agent.plist (Seiko Epson Corporation - installed 2016-11-16)

[Other] com.tvmobili.artwork.plist (? 5da12c3e - installed 2011-11-16)

[Running] com.epson.ecrp.launcher.plist (? 9f44d54 - installed 2011-06-22)

Launch Daemons:

[Running] com.malwarebytes.mbam.rtprotection.daemon.plist (Malwarebytes Corporation - installed 2019-02-20)

[Loaded] com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2019-01-28)

[Other] com.tvmobili.tvmobilisvcd.plist (? 3abda99a - installed 2011-11-16)

[Running] com.malwarebytes.mbam.settings.daemon.plist (Malwarebytes Corporation - installed 2018-12-07)

[Loaded] com.adobe.ARMDC.Communicator.plist (Adobe Systems, Inc. - installed 2018-02-15)

[Other] com.prosoftnet.idrivedaemon.plist (? 29c78693 - installed 2010-04-21)

[Loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2019-02-10)

[Loaded] com.apple.installer.osmessagetracing.plist (Apple - installed 2018-11-30)

[Loaded] com.microsoft.office.licensingV2.helper.plist (Microsoft Corporation - installed 2017-03-09)

[Loaded] com.jdi.ss.SSHelper.plist (SS Protect Limited - installed 2017-03-25)

[Running] com.fitbit.galileod.plist (? 485714a8 - installed 2016-06-02)

[Loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (Adobe Systems, Inc. - installed 2018-02-15)

[Other] com.intego.precise.daemon.plist (? 18e33a8b - installed 2017-01-16)

User Launch Agents:

[Running] com.pcv.hlprmcp.plist (Techyutils Software Private Limited - installed 2019-01-18)

[Loaded] com.cisco.videoguard9.uninstall.plist (? 0 - installed 2018-04-08)

[Loaded] com.dropbox.DropboxMacUpdate.agent.plist (Dropbox, Inc. - installed 2019-02-13)

[Loaded] com.apple.SafariBookmarksSyncer.plist (? 0 - installed 2008-12-16)

[Running] com.company.engine.Finder.plist (? 0 - installed 2019-01-29)

[Loaded] com.company.InstallerAgent.plist (Adware - installed 2019-01-18)

[Other] com.jdibackup.ZipCloud.autostart.plist (? 0 - installed 2016-07-20)

[Loaded] com.cisco.videoguard7.uninstall.plist (? 0 - installed 2017-04-02)

[Loaded] com.cisco.videoguard7.plist (? 0 - installed 2017-02-09)

[Other] com.google.keystone.agent.plist (? 0 - installed 2014-10-09)

[Other] com.macpaw.CleanMyMac.volumeWatcher.plist (? 0 - installed 2010-03-09)

[Loaded] com.macpaw.CleanMyMac.helperTool.plist (? 0 - installed 2010-03-09)

[Loaded] com.adobe.helper.plist (? 0 - installed 2019-01-18)

[Other] com.adobe.ARM.***.plist (? 0 - installed 2010-03-30)

[Other] com.jdibackup.ZipCloud.notify.plist (? 0 - installed 2016-07-20)

[Loaded] com.cisco.videoguard10.uninstall.plist (? 0 - installed 2018-10-20)

[Running] com.cisco.videoguardmonitor.plist (? 0 - installed 2018-10-20)

[Loaded] com.cisco.videoguard10.plist (? 0 - installed 2018-10-20)

[Loaded] com.cisco.videoguard9.plist (? 0 - installed 2018-04-08)

User Login Items:

ATLoginItemHelper (App Store - installed 2018-08-15)

(/Applications/DrCleaner.app/Contents/Library/LoginItems/ATLoginItemHelper.app)

AdobeResourceSynchronizer.app (Adobe Systems, Inc. - installed 2019-02-14)

(/Applications/Adobe Acrobat Reader DC.app/Contents/Helpers/AdobeResourceSynchronizer.app)

Dropbox.app (Dropbox, Inc. - installed 2019-02-06)

(/Applications/Dropbox.app)

EyeTV Helper.app (Elgato Systems GmbH - installed 2015-04-30)

(/Library/Application Support/EyeTV/EyeTV Helper.app)

Internet Plug-ins:

JavaAppletPlugin: 15.0.1 (installed 2015-04-23)

OfficeLiveBrowserPlugin: 12.3.6 (installed 2015-04-23)

NP_2020Player_WEB: 6.0.0.11 (installed 2015-04-23)

RealPlayer Plugin: (installed 2015-04-23)

AdobePDFViewerNPAPI: 17.012.20098 (installed 2019-02-14)

FlashPlayer-10.6: 32.0.0.142 (installed 2019-02-12)

Silverlight: 5.1.50901.0 (installed 2016-10-24)

QuickTime Plugin: 7.7.3 (installed 2018-12-11)

Flash Player: 32.0.0.142 (installed 2019-02-12)

iPhotoPhotocast: 7.0 (installed 2015-04-23)

AdobePDFViewer: 19.010.20091 (installed 2019-02-14)

GarminGpsControl: 4.0.4.0 Release (installed 2015-04-23)

DirectorShockwave: 11.5.2r602 (installed 2015-04-23)

3rd Party Preference Panes:

Flash Player (installed 2019-01-28)

MacFUSE (installed 2015-04-23)

Reply

Answer 10

traveller221 Author

Level 1

5 points

Feb 20, 2019 2:55 PM in response to Eric Root

Time Machine:

Time Machine information not available without Full Drive Access.

Performance:

System Load: 1.79 (1 min ago) 1.41 (5 min ago) 1.41 (15 min ago)

Nominal I/O speed: 1.22 MB/s

File system: 22.77 seconds

Write speed: 291 MB/s

Read speed: 629 MB/s

CPU Usage:

Type Overall

System 3 %

User 5 %

Idle 92 %

Top Processes by CPU:

Process (count) CPU (Source - Location)

Other processes 22.95 % (?)

EtreCheck 3.98 % (App Store)

mdworker (2) 0.98 % (Apple)

Dropbox 0.55 % (Dropbox, Inc.)

trustd 0.45 % (Apple)

Top Processes by Memory:

Process (count) RAM usage (Source - Location)

EtreCheck 637 MB (App Store)

Safari 163 MB (Apple)

Finder 120 MB (Apple)

Microsoft Excel 89 MB (Microsoft Corporation)

AppleSpell 81 MB (Apple)

Top Processes by Network Use:

Process Input / Output (Source - Location)

mDNSResponder 275 KB / 150 KB (Apple)

Dropbox 132 KB / 96 KB (Dropbox, Inc.)

Mail 36 KB / 14 KB (Apple)

apsd 10 KB / 21 KB (Apple)

Safari 15 KB / 7 KB (Apple)

Virtual Memory Information:

Available RAM 4.89 GB

Free RAM 3.51 GB

Used RAM 3.11 GB

Cached files 1.38 GB

Swap Used 38 MB

Software Installs (past 30 days):

Install Date Name (Version)

2019-02-08 RailModeller Express (6.0.12)

2019-02-08 Gatekeeper Configuration Data (162)

2019-02-08 MRTConfigData (1.39)

2019-02-10 Microsoft AutoUpdate

2019-02-12 Adobe Flash Player

2019-02-13 Microsoft Outlook for Mac

2019-02-13 Microsoft PowerPoint for Mac

2019-02-13 Microsoft OneNote for Mac

2019-02-13 Microsoft Word for Mac

2019-02-13 Microsoft Excel for Mac

2019-02-14 Adobe Acrobat Reader DC (19.010.20091)

2019-02-17 Weather Dock (4.5.0)

2019-02-20 LanScan (6.0.6)

2019-02-20 BitMedic (3.1)

2019-02-20 Malwarebytes for Mac

2019-02-20 EtreCheck (5.1)

Clean up:

/Library/LaunchDaemons/com.tvmobili.tvmobilisvcd.plist

/Applications/TVMOBiLi.app/Contents/MacOS/tvmobilisvcd

Executable not found

/Library/LaunchDaemons/com.intego.precise.daemon.plist

/Library/Intego/Support/precise

Executable not found

/Library/LaunchDaemons/com.prosoftnet.idrivedaemon.plist

/Applications/IDriveforMac/IDriveDaemon.app/Contents/MacOS/IDriveDaemon

Executable not found

~/Library/LaunchAgents/com.jdibackup.ZipCloud.autostart.plist

/Applications/ZipCloud.app/Contents/Resources/Utility.app

Executable not found

~/Library/LaunchAgents/com.macpaw.CleanMyMac.volumeWatcher.plist

/Users/***/Library/Application Support/CleanMyMac/CleanMyMacHelperTool

Executable not found

/Library/LaunchAgents/com.tvmobili.artwork.plist

/Applications/TVMOBiLi.app/Contents/MacOS/tvmobiliqlhandler

Executable not found

~/Library/LaunchAgents/com.adobe.ARM.***.plist

/Applications/Adobe Reader.app/Contents/MacOS/Updater/Adobe Reader Updater Helper.app/Contents/MacOS/Adobe Reader Updater Helper

Executable not found

~/Library/LaunchAgents/com.google.keystone.agent.plist

/Users/***/Library/Google/GoogleSoftwareUpdate/GoogleSoftwareUpdate.bundle/Contents/Resources/GoogleSoftwareUpdateAgent.app/Contents/MacOS/GoogleSoftwareUpdateAgent

Executable not found

~/Library/LaunchAgents/com.jdibackup.ZipCloud.notify.plist

/Applications/ZipCloud.app/Contents/Resources/Utility.app

Executable not found

Diagnostics Information (past 7 days):

Directory /Library/Logs/DiagnosticReports is not accessible without Full Drive Access.