Update installing - mac freezes while restarting; Problem with safe mode

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Level 1

9 points

Update installing - mac freezes while restarting; Problem with safe mode

Hi everyone,

I have two problems.

Firstly, after a long time I wanted to install updates appearing in Apple store: iTunes and security update (2020-002 10.13.6) which require restart. I downloaded them and restart mac but first problem appeared. Restarting started as usual but when it went completely black, mouse cursor has appeared and nothing happened. After 20 minutes of nothing I turned it down with power button. Sadly it's happening all the time, I have tried it like six times yet. I am not able to restart the mac or even shut it down normally. It always freezes with the black screen and mouse cursor (when I press any key it just makes the "error" sound) so I alway have to use power button. Fortunately, the system always works normally after this restart.

Secondly, I wanted to try install it (do restart) in safe mode, but another problem appeared, I am not able to run safe mode (*face palm*). I am holding Shift key while booting but it always run in normal mode (I have tried both Shift keys). I was looking for the solution but I don't have FileVault on (it's off) neither I have firmware password set up. Well, then there should be no problem in starting safe mode...

MacBook Pro (13-inch, Mid 2010), mac OS High Sierra (10.13.6)

Can anyone help me with this problems?

Thanks,

Radim

MacBook Pro

Posted on Apr 18, 2020 4:43 PM

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Answer 1

BDAqua

Level 10

250,259 points

Apr 19, 2020 2:08 PM in response to RadimX

Radim, uninstall CleanMyMac per their directions then run etrecheck again to make certain all CMM & macpaw files are gone.

Do you really need the WD USB drivers for like NTFS or something?

Delete these files & restart...

/Library/LaunchDaemons/com.cisco.anyconnect.ciscod.plist

/Library/LaunchDaemons/com.paragon.ntfs12.refresh.plist

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Answer 2

TheLittles

Level 10

203,367 points

Apr 25, 2020 2:52 PM in response to RadimX

RadimX Said:

“When the macbook is restarting or just shutting down it freezes with mouse cursor on a black screen and I have to use power button to shut it down. :(“

———-

Oh yeah :(

So, Reinstall the MacOS:

Sometimes installed macOS files become manipulated, technically. Reinstalling the macOS will fix these corrupt items.

Nothing would be lost. It’s just that Missing files will be reinstalled, and misplaced files will be placed back to where they should be.

Go Here: How to reinstall macOS from macOS Recovery - Apple Support.

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Answer 3

BDAqua

Level 10

250,259 points

Apr 18, 2020 5:32 PM in response to RadimX

Radim, are you using a Wireless KB that often isn't seen right away?

If so use a USB KB, even a cheap PC KB.

Try downloading it ahead of time...

https://support.apple.com/kb/DL2034?viewlocale=en_US&locale=en_US

Also disconnect any other external drives.

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Answer 4

BDAqua

Level 10

250,259 points

Apr 18, 2020 6:50 PM in response to RadimX

You can save us asking dozens of questions by submitting a report...

EtreCheck is a simple little app to display the important details of your system configuration and allow you to copy that information to the Clipboard. It is meant to be used with Apple Support Communities to help people help you with your Mac.

http://www.etresoft.com/etrecheck

Pastebin is a good place to paste the whole report...

https://pastebin.com/

Or use the paperclip at the bottom of a Reply to attach the full report here. :)

Workable but harder for me to work with...the Note tool on the bottom of this editor's toolbar, as shown in the image, to copy and paste the output from EtreCheck.

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Answer 5

RadimX Author

Level 1

9 points

Apr 18, 2020 5:45 PM in response to BDAqua

BDAqua,

I am using build-in KB of the macbook pro itself. For instance, it works fine when I am holding Option (Alt) while booting if I want to switch to windows, so there should be no problem with this.

Nothing is connected to mac.

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Answer 6

RadimX Author

Level 1

9 points

Apr 19, 2020 2:40 PM in response to BDAqua

Ok, I will try it tomorrow.

WD USB drivers ... I have 3 WD external discs, honestly I don't know if it's necessary for something, they are formatted as exfat and Mac OS, so there is probably no need for NTFS. This had to came up with the first WD disc many years ago.

What will happen when I delete /Library/LaunchDaemons/com.cisco.anyconnect.ciscod.plist ?

You know, Cisco is VPN which I am using for connection to my university server from home, so I don't want to mess up something.

I am just thinking, these things you mentioned have been on my macbook for a quite long time and there was no problem so far with any update and restarting. Something had to change when I downloaded the last updates. Do you think that for some reason these things could suddenly affect those updates?

Btw I have tried to download security update directly from apple support (as you said) and instal it, but nothing changed, still freezing while restarting.

Thank you so far for these advices,

Radim

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Answer 7

BDAqua

Level 10

250,259 points

Apr 19, 2020 4:36 PM in response to RadimX

Yeah you can get rid of the WD drivers then, just slowing things down.

Those 2 files I mention deleting are running but cannot find the Apps, likely removed, so they are only causing priblems.

Did you try installing it in Safe Mode, sorry, looks like I left that out.

Safe Boot from the HD, (holding Shift key down at startup), does the problem occur in Safe Mode?

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Answer 8

RadimX Author

Level 1

9 points

Apr 19, 2020 4:45 PM in response to BDAqua

Ok.

Well, that was my second problem, which I mentioned in the original question. I was trying to, but I was not able to run safe mode.

See here:

”Secondly, I wanted to try install it (do restart) in safe mode, but another problem appeared, I am not able to run safe mode (*face palm*). I am holding Shift key while booting but it always run in normal mode (I have tried both Shift keys). I was looking for the solution but I don't have FileVault on (it's off) neither I have firmware password set up. Well, then there should be no problem in starting safe mode...”

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Answer 9

RadimX Author

Level 1

9 points

Apr 25, 2020 2:31 PM in response to BDAqua

Well, I have uninstalled those things (except WD drivers, I forgot) and I have also managed to run safe mode.

Unfortunately neither one of these things helped. When the macbook is restarting or just shutting down it freezes with mouse cursor on a black screen and I have to use power button to shut it down. :(

Here I attach new report.

MacBook Pro report 2020-04-25

Radim

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Answer 10

RadimX Author

Level 1

9 points

Apr 25, 2020 3:04 PM in response to TheLittles

I was hoping that I can avoid this. :/

"Nothing would be lost."

That means that all programs and setting remain the same? No program will be corrupted; in Safari there will be all bookmarks and passwords for different web sites? I am not going to lose anything of this?

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Answer 11

TheLittles

Level 10

203,367 points

Apr 25, 2020 3:44 PM in response to RadimX

RadimX Said:

”’Nothing would be lost.’ That means that all programs and setting remain the same? No program will be corrupted; in Safari there will be all bookmarks and passwords for different web sites? I am not going to lose anything of this?”

———-

Yes.

It is meant to fix everything, letting all else stay how and where it is, yet fixing whatever need be.

It would be a chance of losing stuff. But, back up your Mac, if an available option.

Go Here: Back up your Mac with Time Machine - Apple Support

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