iMessage is hanging on OS X 10.11.3

Question

Level 1

14 points

iMessage is hanging on OS X 10.11.3

I'm using a MacBook Retina 15" which I recently wiped and reinstalled OS X 10.11.3 due to having recurring slowness issues.

I use Dropbox and Backblaze for backups. I've installed all my software (all mainstream stuff - office, omni-group, a few UX tools etc and firefox and chrome) and everything is tickety-boo apart from iMessage. If I open it, it hangs (rainbow circle just turns) and the fans go flat out and the computer just whirrs away for hours until a force quit iMessage.

How do I reset iMessage and get it to just work?

MacBook Pro with Retina display, OS X El Capitan (10.11.3), google fibre

Posted on Mar 9, 2016 7:51 PM

Reply

Answer 1

Leopardus

Level 4

1,303 points

Mar 9, 2016 8:11 PM in response to andrewkiwi

Could you run Etrecheck and post the output. That will assist us to be able to help you in Kiwiland.

Leo (Saffa)

Reply

Answer 2

andrewkiwi Author

Level 1

14 points

Mar 9, 2016 8:18 PM in response to Leopardus

EtreCheck version: 2.9.9 (260)

Report generated 2016-03-09 22:14:53

Download EtreCheck from https://etrecheck.com

Runtime 1:40

Performance: Excellent

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

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

Problem: Beachballing

Description:

iMessage is beach balling.

Hardware Information:ⓘ

MacBook Pro (Retina, 15-inch, Mid 2014)

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

MacBook Pro - model: MacBookPro11,3

1 2.5 GHz Intel Core i7 CPU: 4-core

16 GB RAM Not upgradeable

BANK 0/DIMM0

8 GB DDR3 1600 MHz ok

BANK 1/DIMM0

8 GB DDR3 1600 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

Wireless: en0: 802.11 a/b/g/n/ac

Battery: Health = Normal - Cycle count = 165

Video Information:ⓘ

Intel Iris Pro

Color LCD 3360 x 2100

NVIDIA GeForce GT 750M - VRAM: 2048 MB

System Software:ⓘ

OS X El Capitan 10.11.3 (15D21) - Time since boot: less than an hour

Disk Information:ⓘ

APPLE SSD SM0512F disk0 : (500.28 GB) (Solid State - TRIM: Yes)

EFI (disk0s1) <not mounted> : 210 MB

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

HardDrive (disk1) / : 496.32 GB (381.62 GB free)

Encrypted AES-XTS Unlocked Paused

Core Storage: disk0s2 499.42 GB Online

USB Information:ⓘ

Apple Inc. Apple Internal Keyboard / Trackpad

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Thunderbolt Information:ⓘ

Apple Inc. thunderbolt_bus

Gatekeeper:ⓘ

Mac App Store and identified developers

System Launch Agents:ⓘ

[failed] com.apple.cvmsCompAgent3600_x86_64.plist

[not loaded] 5 Apple tasks

[loaded] 147 Apple tasks

[running] 83 Apple tasks

System Launch Daemons:ⓘ

[not loaded] 46 Apple tasks

[loaded] 152 Apple tasks

[running] 89 Apple tasks

Launch Agents:ⓘ

[not loaded] com.adobe.AAM.Updater-1.0.plist (2016-03-08) [Support]

Launch Daemons:ⓘ

[loaded] com.adobe.agsservice.plist (2016-03-08) [Support]

[running] com.backblaze.bzserv.plist (2016-03-08) [Support]

[loaded] com.microsoft.office.licensingV2.helper.plist (2016-02-12) [Support]

User Launch Agents:ⓘ

[running] com.backblaze.bzbmenu.plist (2016-03-09) [Support]

[loaded] com.google.keystone.agent.plist (2016-03-09) [Support]

User Login Items:ⓘ

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

Dropbox Application (/Applications/Dropbox.app)

Other Apps:ⓘ

[running] 2BUA8C4S2C.com.agilebits.onepassword4-helper

[running] com.getdropbox.dropbox.65312

[running] com.omnigroup.OmniGraffle6.79072

[running] com.studiodalton.clocky.59232

[loaded] com.studiodalton.clockyhelper

[loaded] 378 Apple tasks

[running] 209 Apple tasks

Internet Plug-ins:ⓘ

Default Browser: 601 - SDK 10.11 (2016-01-13)

AdobeAAMDetect: AdobeAAMDetect 1.0.0.0 - SDK 10.6 (2016-03-08) [Support]

QuickTime Plugin: 7.7.3 (2016-01-13)

Safari Extensions:ⓘ

1Password (2016-03-08)

3rd Party Preference Panes:ⓘ

Backblaze Backup (2016-03-08) [Support]

Time Machine:ⓘ

Time Machine not configured!

Top Processes by CPU:ⓘ

289% Photos

76% callservicesd

74% soagent

53% securityd_service

40% photolibraryd

Top Processes by Memory:ⓘ

1.04 GB kernel_task

754 MB Photos

426 MB mds_stores

262 MB soagent

262 MB com.apple.WebKit.WebContent(5)

Virtual Memory Information:ⓘ

6.23 GB Free RAM

10.00 GB Used RAM (3.65 GB Cached)

0 B Swap Used

Diagnostics Information:ⓘ

Mar 9, 2016, 10:12:07 PM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-09-221207_[redacted].crash

/System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/3600/CVMCompil er

Mar 9, 2016, 10:11:57 PM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-09-221157_[redacted].crash

Mar 9, 2016, 10:09:48 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-09-220948_[redacted].cpu_ resource.diag [Details]

/System/Library/PrivateFrameworks/TelephonyUtilities.framework/callservicesd

Mar 9, 2016, 10:09:48 PM /Library/Logs/DiagnosticReports/soagent_2016-03-09-220948_[redacted].cpu_resour ce.diag [Details]

/System/Library/PrivateFrameworks/MessagesKit.framework/Resources/soagent.app/C ontents/MacOS/soagent

Mar 9, 2016, 10:07:24 PM Self test - passed

Mar 9, 2016, 10:04:38 PM /Library/Logs/DiagnosticReports/cloudphotosd_2016-03-09-220438_[redacted].cpu_r esource.diag [Details]

/System/Library/CoreServices/cloudphotosd.app/Contents/MacOS/cloudphotosd

Mar 9, 2016, 10:00:29 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-09-220029_[redacted].cpu_ resource.diag [Details]

Mar 9, 2016, 10:00:29 PM /Library/Logs/DiagnosticReports/soagent_2016-03-09-220029_[redacted].cpu_resour ce.diag [Details]

Mar 9, 2016, 09:53:45 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-215345_[redacted].hang

/Applications/Messages.app/Contents/MacOS/Messages

Mar 9, 2016, 09:47:28 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-214728_[redacted].cpu_resou rce.diag [Details]

Mar 9, 2016, 09:15:14 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-211514_[redacted].hang

Mar 9, 2016, 07:07:16 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-190716_[redacted].cpu_resou rce.diag [Details]

Mar 9, 2016, 07:05:54 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-190554_[redacted].hang

Mar 9, 2016, 01:38:19 PM /Library/Logs/DiagnosticReports/Messages_2016-03-09-133819_[redacted].cpu_resou rce.diag [Details]

Mar 9, 2016, 01:36:43 PM /Library/Logs/DiagnosticReports/cloudphotosd_2016-03-09-133643_[redacted].cpu_r esource.diag [Details]

Mar 9, 2016, 01:22:26 PM /Library/Logs/DiagnosticReports/soagent_2016-03-09-132226_[redacted].cpu_resour ce.diag [Details]

Mar 9, 2016, 01:22:26 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-09-132226_[redacted].cpu_ resource.diag [Details]

Mar 9, 2016, 07:07:30 AM /Library/Logs/DiagnosticReports/callservicesd_2016-03-09-070730_[redacted].cpu_ resource.diag [Details]

Mar 9, 2016, 07:07:30 AM /Library/Logs/DiagnosticReports/soagent_2016-03-09-070730_[redacted].cpu_resour ce.diag [Details]

Mar 9, 2016, 01:04:32 AM /Library/Logs/DiagnosticReports/bird_2016-03-09-010432_[redacted].cpu_resource. diag [Details]

/System/Library/PrivateFrameworks/CloudDocsDaemon.framework/Versions/A/Support/ bird

Mar 8, 2016, 11:36:06 PM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-08-233606_[redacted].crash

Mar 8, 2016, 11:35:58 PM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-08-233558_[redacted].crash

Mar 8, 2016, 11:30:09 PM /Library/Logs/DiagnosticReports/Dropbox_2016-03-08-233009_[redacted].cpu_resour ce.diag [Details]

/Applications/Dropbox.app/Contents/MacOS/Dropbox

Mar 8, 2016, 10:39:40 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-08-223940_[redacted].cpu_ resource.diag [Details]

Mar 8, 2016, 10:39:40 PM /Library/Logs/DiagnosticReports/soagent_2016-03-08-223940_[redacted].cpu_resour ce.diag [Details]

Mar 8, 2016, 10:24:52 PM /Library/Logs/DiagnosticReports/cloudd_2016-03-08-222452_[redacted].crash

/System/Library/PrivateFrameworks/CloudKitDaemon.framework/Support/cloudd

Reply

Answer 3

Leopardus

Level 4

1,303 points

Mar 10, 2016 12:11 AM in response to andrewkiwi

My eyebrows surely raised when I saw the CPU usage in general, but more specifically by Photo's. Could you disable the Adobe software and test again? Also I would like to have a look at the error log from the console. There might be a repeating error, where the same lines are repeated all over. We are interested in that.

Apologies for the time delay, but I was out.

Another which made me sit up straight was your opening statement, where you reinstalled due to progressive slowness. The high use of Memory, CPU and the slowness suggests a possible Hardware Problem. Do you have an external HD that you can boot feom, or another Mac at hand so that you can boot from the other HD in target mode? I ask that so that we can verify and proof your Hardware configuration.

Leo

Reply

Answer 4

Eric Root

Level 10

685,293 points

Mar 10, 2016 9:53 AM in response to Leopardus

Might be a corrupt .plist.

Do a backup, preferably 2 backups on 2 separate drives.

Quit the application.

Go to Finder and select your user/home folder. With that Finder window as the front window, either select Finder/View/Show View options or go command - J. When the View options opens, check ’Show Library Folder’. That should make your user library folder visible in your user/home folder. Select Library. Then go to Preferences/com.apple.iChat.plist. Move the .plist to your desktop.

Restart the computer, open the application and test. If it works okay, delete the plist from the desktop.

If the application is the same, return the .plist to where you got it from, overwriting the newer one.

If that doesn’t work, repeat the above but delete the com.apple.imagent.plist

Thanks to leonie and Ralph Johns (UK)for some information contained in this.

Reply

Answer 5

andrewkiwi Author

Level 1

14 points

Mar 10, 2016 10:46 AM in response to Leopardus

Hi Leo,

How do I disable the Adobe software? Do you mean uninstall? I don't (knowingly) have any adobe apps running. There is one I occasionally use, but it's not launched most of the time.

I don't have a working external HD but do have access to another mac - but don't know how to do target mode. What cable do I need?

Reply

Answer 6

andrewkiwi Author

Level 1

14 points

Mar 10, 2016 11:01 AM in response to Leopardus

EtreCheck version: 2.9.9 (260)

Report generated 2016-03-10 13:01:10

Download EtreCheck from https://etrecheck.com

Runtime 1:29

Performance: Excellent

Failed to read adware signatures!

Problem: Other problem

Description:

Fans are running at 100% all the time

Hardware Information:ⓘ

MacBook Pro (Retina, 15-inch, Mid 2014)

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

MacBook Pro - model: MacBookPro11,3

1 2.5 GHz Intel Core i7 CPU: 4-core

16 GB RAM Not upgradeable

BANK 0/DIMM0

8 GB DDR3 1600 MHz ok

BANK 1/DIMM0

8 GB DDR3 1600 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

Wireless: en0: 802.11 a/b/g/n/ac

Battery: Health = Normal - Cycle count = 166

Video Information:ⓘ

Intel Iris Pro

Color LCD 3360 x 2100

NVIDIA GeForce GT 750M - VRAM: 2048 MB

System Software:ⓘ

OS X El Capitan 10.11.3 (15D21) - Time since boot: less than an hour

Disk Information:ⓘ

APPLE SSD SM0512F disk0 : (500.28 GB) (Solid State - TRIM: Yes)

EFI (disk0s1) <not mounted> : 210 MB

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

HardDrive (disk1) / : 496.32 GB (371.36 GB free)

Encrypted AES-XTS Unlocked Converting

Core Storage: disk0s2 499.42 GB Online

USB Information:ⓘ

Apple Inc. Apple Internal Keyboard / Trackpad

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Thunderbolt Information:ⓘ

Apple Inc. thunderbolt_bus

Gatekeeper:ⓘ

Mac App Store and identified developers

System Launch Agents:ⓘ

[not loaded] 5 Apple tasks

[loaded] 156 Apple tasks

[running] 75 Apple tasks

System Launch Daemons:ⓘ

[not loaded] 46 Apple tasks

[loaded] 155 Apple tasks

[running] 86 Apple tasks

Launch Agents:ⓘ

[not loaded] com.adobe.AAM.Updater-1.0.plist (2016-03-10) [Support]

[running] com.adobe.AdobeCreativeCloud.plist (2016-03-10) [Support]

Launch Daemons:ⓘ

[running] com.adobe.adobeupdatedaemon.plist (2016-03-10) [Support]

[loaded] com.adobe.agsservice.plist (2016-03-08) [Support]

[running] com.backblaze.bzserv.plist (2016-03-08) [Support]

[loaded] com.microsoft.office.licensingV2.helper.plist (2016-02-12) [Support]

User Launch Agents:ⓘ

[running] com.backblaze.bzbmenu.plist (2016-03-10) [Support]

[loaded] com.google.keystone.agent.plist (2016-03-09) [Support]

User Login Items:ⓘ

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

Dropbox Application (/Applications/Dropbox.app)

Other Apps:ⓘ

[running] 2BUA8C4S2C.com.agilebits.onepassword4-helper

[running] com.adobe.CCXProcess.131872

[running] com.adobe.acc.AdobeDesktopService.59552.22B5395B-6F05-42F4-902E-133D520B1B33

[running] com.adobe.accmac.131232

[running] com.etresoft.EtreCheck.99552

[running] com.getdropbox.dropbox.65312

[running] com.studiodalton.clocky.59232

[loaded] com.studiodalton.clockyhelper

[loaded] 390 Apple tasks

[running] 193 Apple tasks

Internet Plug-ins:ⓘ

Default Browser: 601 - SDK 10.11 (2016-01-13)

AdobeAAMDetect: 3.0.0.0 - SDK 10.9 (2016-03-10) [Support]

QuickTime Plugin: 7.7.3 (2016-01-13)

Safari Extensions:ⓘ

1Password (2016-03-08)

3rd Party Preference Panes:ⓘ

Backblaze Backup (2016-03-08) [Support]

Time Machine:ⓘ

Time Machine not configured!

Top Processes by CPU:ⓘ

100% callservicesd

33% soagent

28% photolibraryd

5% kernel_task

4% Finder

Top Processes by Memory:ⓘ

924 MB kernel_task

360 MB com.apple.WebKit.WebContent(5)

311 MB mds_stores

279 MB mdworker(17)

229 MB soagent

Virtual Memory Information:ⓘ

9.05 GB Free RAM

6.94 GB Used RAM (3.38 GB Cached)

0 B Swap Used

Diagnostics Information:ⓘ

Mar 10, 2016, 12:59:46 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-10-125946_[redacted].cpu_ resource.diag [Details]

/System/Library/PrivateFrameworks/TelephonyUtilities.framework/callservicesd

Mar 10, 2016, 12:58:13 PM ~/Library/Logs/DiagnosticReports/CommCenter_2016-03-10-125813_[redacted].crash

/System/Library/Frameworks/CoreTelephony.framework/Support/CommCenter

Mar 10, 2016, 12:57:58 PM Self test - passed

Mar 10, 2016, 12:25:58 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-10-122558_[redacted].cpu_ resource.diag [Details]

Mar 10, 2016, 12:25:58 PM /Library/Logs/DiagnosticReports/soagent_2016-03-10-122558_[redacted].cpu_resour ce.diag [Details]

/System/Library/PrivateFrameworks/MessagesKit.framework/Resources/soagent.app/C ontents/MacOS/soagent

Mar 10, 2016, 12:19:46 PM /Library/Logs/DiagnosticReports/soagent_2016-03-10-121946_[redacted].cpu_resour ce.diag [Details]

Mar 10, 2016, 12:19:33 PM /Library/Logs/DiagnosticReports/callservicesd_2016-03-10-121933_[redacted].cpu_ resource.diag [Details]

Mar 10, 2016, 01:51:51 AM /Library/Logs/DiagnosticReports/soagent_2016-03-10-015151_[redacted].cpu_resour ce.diag [Details]

Mar 10, 2016, 01:04:08 AM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-10-010408_[redacted].crash

/System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/3600/CVMCompil er

Mar 10, 2016, 01:03:58 AM ~/Library/Logs/DiagnosticReports/CVMCompiler_2016-03-10-010358_[redacted].crash

Mar 9, 2016, 11:25:08 PM /Library/Logs/DiagnosticReports/cloudd_2016-03-09-232508_[redacted].cpu_resourc e.diag [Details]

/System/Library/PrivateFrameworks/CloudKitDaemon.framework/Support/cloudd

Mar 9, 2016, 11:22:28 PM /Library/Logs/DiagnosticReports/Photos_2016-03-09-232228_[redacted].cpu_resourc e.diag [Details]

/Applications/Photos.app/Contents/MacOS/Photos