Black screen iMac ( 27inch - mid 2011)

Question

Level 1

6 points

Black screen iMac ( 27inch - mid 2011)

Hello,

A friend of mine has problems with his iMac (OS X Yosemite 10.10.2).
He regularly will see a black screen before or after login. Only a black screen, no black screen with a mouse pointer.
Sometimes he will see several black screens a day, and sometimes nothing happens several days.
What we have tried:
Resetting PRAM and NVRAM
Without success, unfortunately. Black screens are still there.
I hope you can help me and my friend.
Thank you.

iMac, OS X Yosemite (10.10.2)

Posted on Feb 20, 2015 4:52 AM

Reply

Answer 1

rkaufmann87

Level 10

148,522 points

Feb 20, 2015 5:50 AM in response to MrHank

Please post an EtreCheck report of the system and we can look for obvious issues.

Reply

Answer 2

MrHank Author

Level 1

6 points

Feb 20, 2015 6:38 AM in response to rkaufmann87

Hi rkaufmann87,

Thanks for your reply,
I will post the EtreCheck report as soon as possible.

😉

Reply

Answer 3

MrHank Author

Level 1

6 points

Feb 20, 2015 10:55 AM in response to rkaufmann87

See the EtreCheck report below.

EtreCheck version: 2.1.8 (121)

Report generated 20 februari 2015 19:42:43 CET

Download EtreCheck from http://etresoft.com/etrecheck

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

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

Hardware Information: ℹ️

iMac (27-inch, Mid 2011) (Technical Specifications)

iMac - model: iMac12,2

1 3.4 GHz Intel Core i7 CPU: 4-core

16 GB RAM Upgradeable

BANK 0/DIMM0

4 GB DDR3 1333 MHz ok

BANK 1/DIMM0

4 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: ℹ️

AMD Radeon HD 6970M - VRAM: 2048 MB

iMac 2560 x 1440

System Software: ℹ️

OS X 10.10.2 (14C109) - Time since boot: 0:53:6

Disk Information: ℹ️

Hitachi HDS722020ALA330 disk1 : (2 TB)

EFI (disk1s1) <not mounted> : 210 MB

Macintosh HD (disk1s2) /Volumes/Macintosh HD : 1.98 TB (1.64 TB free)

APPLE SSD TS256C disk0 : (251 GB)

EFI (disk0s1) <not mounted> : 210 MB

Macintosh SSD (disk0s2) / : 250.14 GB (228.92 GB free)

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

HL-DT-STDVDRW GA32N

USB Information: ℹ️

Apple Inc. FaceTime HD Camera (Built-in)

Apple Inc. BRCM2046 Hub

Apple Inc. Bluetooth USB Host Controller

Apple Internal Memory Card Reader

Apple Computer, Inc. IR Receiver

Thunderbolt Information: ℹ️

Apple Inc. thunderbolt_bus

Gatekeeper: ℹ️

Anywhere

Kernel Extensions: ℹ️

/Library/Application Support/Avast/components/fileshield/unsigned

[loaded] com.avast.AvastFileShield (2.1.0 - SDK 10.9) [Click for support]

/Library/Application Support/Avast/components/proxy/unsigned

[loaded] com.avast.PacketForwarder (2.0 - SDK 10.9) [Click for support]

Launch Agents: ℹ️

[running] com.avast.update-agent.plist [Click for support]

[loaded] com.avast.userinit.plist [Click for support]

[not loaded] com.teamviewer.teamviewer.plist [Click for support]

[not loaded] com.teamviewer.teamviewer_desktop.plist [Click for support]

Launch Daemons: ℹ️

[loaded] com.adobe.fpsaud.plist [Click for support]

[loaded] com.avast.init.plist [Click for support]

[loaded] com.avast.uninstall.plist [Click for support]

[loaded] com.avast.update.plist [Click for support]

[running] com.iobit.AMCDaemon.plist [Click for support]

[loaded] com.teamviewer.Helper.plist [Click for support]

[not loaded] com.teamviewer.teamviewer_service.plist [Click for support]

User Launch Agents: ℹ️

[loaded] com.avast.home.userinit.plist [Click for support]

[failed] com.jdibackup.ZipCloud.autostart.plist [Click for support]

[failed] com.jdibackup.ZipCloud.notify.plist [Click for support]

[failed] com.mackeeper.MacKeeper.Helper.plist [Click for support]

[loaded] com.user.UninstallAD.plist [Click for support]

User Login Items: ℹ️

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

Canon IJ Network Scanner Selector EX UNKNOWN Hidden (missing value)

Internet Plug-ins: ℹ️

FlashPlayer-10.6: Version: 16.0.0.305 - SDK 10.6 [Click for support]

Flash Player: Version: 16.0.0.305 - SDK 10.6 [Click for support]

QuickTime Plugin: Version: 7.7.3

Default Browser: Version: 600 - SDK 10.10

3rd Party Preference Panes: ℹ️

Flash Player [Click for support]

Time Machine: ℹ️

Skip System Files: NO

Mobile backups: OFF

Auto backup: NO - Auto backup turned off

Volumes being backed up:

Macintosh SSD: Disk size: 250.14 GB Disk used: 21.22 GB

Destinations:

Back-up [Local]

Total size: 999.86 GB

Total number of backups: 4

Oldest backup: 2014-05-21 12:03:45 +0000

Last backup: 2015-01-12 18:31:32 +0000

Size of backup disk: Excellent

Backup size 999.86 GB > (Disk size 250.14 GB X 3)

Top Processes by CPU: ℹ️

54% TeamViewer_Desktop

24% WindowServer

15% Skype

4% TeamViewer

1% launchd

Top Processes by Memory: ℹ️

704 MB firefox

550 MB Skype

275 MB thunderbird

223 MB soffice

155 MB com.avast.daemon

Virtual Memory Information: ℹ️

11.38 GB Free RAM

2.88 GB Active RAM

1.66 GB Inactive RAM

1.25 GB Wired RAM

1.91 GB Page-ins

0 B Page-outs

Diagnostics Information: ℹ️

Feb 20, 2015, 06:48:56 PM Self test - passed

Standard users cannot read /Library/Logs/DiagnosticReports.

Run as an administrator account to see more information.

----

Thanks again 🙂.

Reply

Answer 4

rkaufmann87

Level 10

148,522 points

Feb 20, 2015 11:22 AM in response to MrHank

I see multiple issues, which one is causing the problem is difficult to say at this point. This computer is a mess, primarily due to the user! First is the user is treating his Mac like it's a PC that requires antivirus apps, cleaning apps and other third party utilities in order to run well. In fact the opposite is true. OS X does not require any of these. This machine has Avast antivirus installed, what is needed is to locate the Avast instructions for uninstalling the app and uninstall it and then run another EtreCheck report to see if all traces of Avast are gone.

Next, the user has installed one of the worst apps available that makes a mess of the computer. That is MacKeeper, he needs to research how to fully uninstall this app and again run another EtreCheck report and ensure all traces of it are gone.

If after doing these things the problem still occurs then I would recommend the user do an erase and install of his system and start all over, manually installing apps and restoring his data from his backup. In short his system is a mess!

If after doing an erase and install if the problem is still there and Avast and MacKeeper are both fully gone, the next thing to investigate is Apple's iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program - Apple Support

Good luck!

Reply

Answer 5

MrHank Author

Level 1

6 points

Feb 20, 2015 12:45 PM in response to rkaufmann87

I saw that too.
I think all of Avast and MacKeeper is removed. If not, please let me know.

EtreCheck version: 2.1.8 (121)

Report generated 20 februari 2015 21:31:47 CET

Download EtreCheck from http://etresoft.com/etrecheck

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

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

Hardware Information: ℹ️

iMac (27-inch, Mid 2011) (Technical Specifications)

iMac - model: iMac12,2

1 3.4 GHz Intel Core i7 CPU: 4-core

16 GB RAM Upgradeable

BANK 0/DIMM0

4 GB DDR3 1333 MHz ok

BANK 1/DIMM0

4 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: ℹ️

AMD Radeon HD 6970M - VRAM: 2048 MB

iMac 2560 x 1440

System Software: ℹ️

OS X 10.10.2 (14C109) - Time since boot: 2:42:31

Disk Information: ℹ️

Hitachi HDS722020ALA330 disk1 : (2 TB)

EFI (disk1s1) <not mounted> : 210 MB

Macintosh HD (disk1s2) /Volumes/Macintosh HD : 1.98 TB (1.64 TB free)

APPLE SSD TS256C disk0 : (251 GB)

EFI (disk0s1) <not mounted> : 210 MB

Macintosh SSD (disk0s2) / : 250.14 GB (229.40 GB free)

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

HL-DT-STDVDRW GA32N

USB Information: ℹ️

Apple Inc. FaceTime HD Camera (Built-in)

Apple Inc. BRCM2046 Hub

Apple Inc. Bluetooth USB Host Controller

Apple Internal Memory Card Reader

Apple Computer, Inc. IR Receiver

Thunderbolt Information: ℹ️

Apple Inc. thunderbolt_bus

Gatekeeper: ℹ️

Anywhere

Launch Agents: ℹ️

[not loaded] com.teamviewer.teamviewer.plist [Click for support]

[not loaded] com.teamviewer.teamviewer_desktop.plist [Click for support]

Launch Daemons: ℹ️

[loaded] com.adobe.fpsaud.plist [Click for support]

[running] com.iobit.AMCDaemon.plist [Click for support]

[loaded] com.teamviewer.Helper.plist [Click for support]

[not loaded] com.teamviewer.teamviewer_service.plist [Click for support]

User Launch Agents: ℹ️

[failed] com.jdibackup.ZipCloud.autostart.plist [Click for support]

[failed] com.jdibackup.ZipCloud.notify.plist [Click for support]

[failed] com.mackeeper.MacKeeper.Helper.plist [Click for support]

[loaded] com.user.UninstallAD.plist [Click for support]

User Login Items: ℹ️

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

Canon IJ Network Scanner Selector EX UNKNOWN Hidden (missing value)

XtraFinder Programma (/Applications/XtraFinder.app)

Internet Plug-ins: ℹ️

FlashPlayer-10.6: Version: 16.0.0.305 - SDK 10.6 [Click for support]

Flash Player: Version: 16.0.0.305 - SDK 10.6 [Click for support]

QuickTime Plugin: Version: 7.7.3

Default Browser: Version: 600 - SDK 10.10

3rd Party Preference Panes: ℹ️

Flash Player [Click for support]

Time Machine: ℹ️

Skip System Files: NO

Mobile backups: OFF

Auto backup: NO - Auto backup turned off

Volumes being backed up:

Macintosh SSD: Disk size: 250.14 GB Disk used: 20.74 GB

Destinations:

Back-up [Local]

Total size: 999.86 GB

Total number of backups: 4

Oldest backup: 2014-05-21 12:03:45 +0000

Last backup: 2015-01-12 18:31:32 +0000

Size of backup disk: Excellent

Backup size 999.86 GB > (Disk size 250.14 GB X 3)

Top Processes by CPU: ℹ️

55% TeamViewer_Desktop

21% WindowServer

8% Skype

6% mds

2% TeamViewer

Top Processes by Memory: ℹ️

670 MB TeamViewer_Desktop

567 MB Skype

223 MB soffice

120 MB Finder

86 MB mds_stores

Virtual Memory Information: ℹ️

12.02 GB Free RAM

2.94 GB Active RAM

935 MB Inactive RAM

1.28 GB Wired RAM

2.00 GB Page-ins

0 B Page-outs

Diagnostics Information: ℹ️

Feb 20, 2015, 06:48:56 PM Self test - passed

Standard users cannot read /Library/Logs/DiagnosticReports.

Run as an administrator account to see more information.

Reply

Answer 6

rkaufmann87

Level 10

148,522 points

Feb 20, 2015 12:53 PM in response to MrHank

Avast appears to be gone. What I see is:

com.mackeeper.MacKeeper.Helper.plist [Click for support]

MacKeeper is difficult to remove, you may want to contact Thomas Reed at his website, The Safe Mac for help. His site is located at http://www.thesafemac.com/mmg/

Reply

Answer 7

MrHank Author

Level 1

6 points

Feb 20, 2015 1:45 PM in response to rkaufmann87

Woops, I see.

We will reinstall OS X. I think that's the best option. A fresh start.
Hopefully it will not be a mess again.

Reply

Answer 8

rkaufmann87

Level 10

148,522 points

Feb 20, 2015 1:47 PM in response to MrHank

Do an Erase and Install from the Recovery partition. Then restore only your data files from Time Machine.

Reply

Answer 9

John Galt

Level 10

156,224 points

Feb 20, 2015 2:11 PM in response to MrHank

Uninstall Avast using its uninstaller, which will remove it completely.

Uninstalling MacKeeper is not difficult at all, but you must follow its instructions, excerpted below. If you did not follow them, then install it again. Don't do anything with it, other than uninstall it.

Not all garbage is as easily removed. Merely reinstalling OS X will not remove it.

Follow these instructions to uninstall MacKeeper. They have been tested with the most recent version of MacKeeper. Earlier versions than the one released in 2012 require more extensive work to uninstall all its components.

If you actually used MacKeeper to alter your system, e.g. "remove excess binaries" or such, you will need to reinstall OS X as well as all your additional software. Uninstalling MacKeeper is insufficient to reverse the corruption it is capable of - once again, that is if you used it.

If you merely installed MacKeeper but did not use it to perform any particular action, the following instructions will suffice.

If you used MacKeeper to encrypt any files or folders, use MacKeeper to un-encrypt them first.
Quit the MacKeeper app if it is running.
Open your Applications folder: Using the Finder's Go menu, select Applications.
Drag the MacKeeper icon from your Applications folder (not the Dock) to the Trash.

You will be asked to authenticate (twice):

You do not need to provide a reason for uninstalling it:

Just click the Uninstall MacKeeper button. You will be asked to authenticate again.

After it uninstalls you may empty the Trash and restart your Mac. All that will remain is an inert log file that does nothing but occupy space on your hard disk.

May I suggest that you review the following setting in System Preferences?

Although you may easily override that setting, it will serve to protect you from inadvertently installing garbage.

Reply

Answer 10

Feb 20, 2015 3:29 PM in response to MrHank

Certain 2011 27" iMacs had a defective AMD Radeon HD 6970M graphics card. Apple has a quality program that will replace the graphics card on affected models. I recommend bringing to your nearest Apple store or Apple authorized service provider with qualifications for OS X products. If eligible, the graphics card will be replaced without a fee.

Reply

Answer 11

MrHank Author

Level 1

6 points

Feb 21, 2015 12:08 AM in response to John Galt

Hello John,

Thanks for the detailed instructions.
I will follow your instructions.
About the setting in System Preferences:
The setting in System Preferences is set to 'Anywhere'. I will recommend him to change it to "App Store"

@ rkaufmann87, John and Jason:
What do you think about the following: 1: I remove MacKeeper. 2: I do a clean install of OS X. 3: I bring the iMac to an Apple Authorized Reseller to replace the graphics card.

The Replacement Program is also valid in The Netherlands?

Reply

Answer 12

MrHank Author

Level 1

6 points

Feb 21, 2015 12:45 AM in response to MrHank

Woops, I see that The Replacement Program is worldwide. 🙂

Reply

Answer 13

MrHank Author

Level 1

6 points

Feb 21, 2015 3:03 AM in response to MrHank

Update:

No MacKeeper in the Applications folder.
What can I do now?

Reply

Answer 14

John Galt

Level 10

156,224 points

Feb 21, 2015 3:55 AM in response to MrHank

MrHank wrote:

Update:

No MacKeeper in the Applications folder.
What can I do now?

John Galt wrote:

Uninstalling MacKeeper is not difficult at all, but you must follow its instructions, excerpted below. If you did not follow them, then install it again. Don't do anything with it, other than uninstall it.

Reply

Answer 15

MrHank Author

Level 1

6 points

Feb 21, 2015 5:00 AM in response to John Galt

Woops, sorry. Not yet fully awake. 😊

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