amandafromwr
Level 1 (8 points)
Desktops

Q: imac crashing

I have a late 2012 27" iMac with OX10.95

3.4 ghz intel core i7 

 

For the last couple of months it has been crashing mainly when using photoshop CS5

and today it crashed when I  did not have photoshop open and just clicked on the apple

logo at the top right and on software download.

The whole mac crashes and I have to restart it by unplugging it waiting about 10 min then plugging it back in.

Sometimes I have a crash report but not always.

I crash reports for adobe bridge and Photoshop, also for Topaz DeNoise, rapport and the last one today was for Safari.

 

There is so much info on the crash reports I am not sure what to post, Error codes were

EXC_BAD_ACCESS (SIGBUS) OR (SIGSEGV)

codes were KERN-PROTECTION_FAILURE  at, KERN_INVALID_ADDRESS at and EXC_1386_GPFLT

 

I have updated all my photoshop plug ins so that they are the most up to date versions.

I have topaz and macphun plug ins, I did have Niki collection but I have removed this in case it was causing problems.

I also have onone in extensions, I have the most up to date version which works with CS5(newer versions do not work )

I have reset preferences for photoshop/bridge and purged the cache

I have verified and repaired preferences

I have uninstalled and reinstalled photoshop.

i have verified disks in disk utilities  that was ok

 

I have completed Apple hardware test 3x simple and 4 times extended testing no problems were found

I had added additional 16gb of ram.  I removed this and the same problem occurred.

 

This iMac was recalled for a hard drive  change and at the same time a screen change was needed.  I wiped the iMac before taking in for the recall.  On it's return the operating system  had not been reinstalled and I had to do this myself. Now I am wondering if they changed the screen and forgot to change the hard drive. Could this be the problem even if it is nothing is showing on the hardware test?

 

Can you advise me what  to try next and what further info I need to post if necessary

 

Many thanks

iMac, OS X Yosemite (10.10.5)

Posted on Jul 19, 2016 10:22 AM

by rkaufmann87,Solvedanswer
rkaufmann87 rkaufmann87
Level 9 (58,184 points)
Photos for Mac
A:


There is a more than good chance that your problem is caused by the antivirus app (AVG) that is installed on your system. Please locate the developers instructions for uninstalling it and then follow them. OS X does not require any antivirus, cleaning or ANY third party maintenance utilities to run well. If left alone and kept up-to-date OS X should run fine for years.

Posted on Jul 20, 2016 8:06 AM

Close
amandafromwr

Q: imac crashing

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  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Jul 19, 2016 10:25 AM in response to amandafromwr
    Level 9 (58,184 points)
    Photos for Mac
    Jul 19, 2016 10:25 AM in response to amandafromwr

    Please post an EtreCheck report of your system. We can then look for obvious issues. Please click the link, download the app and run the report. Once you have the report, please copy and paste it to your reply to this post.

     

    If you would like more info on what EtreCheck is, simply click the link and you will find a description of the app.

  • by Linc Davis,

    Linc Davis Linc Davis Jul 19, 2016 11:07 AM in response to amandafromwr
    Level 10 (207,926 points)
    Applications
    Jul 19, 2016 11:07 AM in response to amandafromwr

    These instructions must be carried out as an administrator. If you have only one user account, you are the administrator.

    Please launch the Console application in any one of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad and start typing the name.

    In the Console window, select

              DIAGNOSTIC AND USAGE INFORMATION â–¹ System Diagnostic Reports

    (not Diagnostic and Usage Messages) from the log list on the left. If you don't see that list, select

              View â–¹ Show Log List

    from the menu bar.

    There is a disclosure triangle to the left of the list item. If the triangle is pointing to the right, click it so that it points down. You'll see a list of reports. A crash report has a name that begins with the name of the crashed process and ends in ".crash". A panic report has a name that begins with "Kernel" and ends in ".panic". A GPU restart report has a name that begins with "Kernel" and ends in ".gpuRestart". Select the most recent of each. The contents of the report will appear on the right. Use copy and paste to post the entire contents—the text, not a screenshot.

    I know the report is long, maybe several hundred lines. Please post all of it anyway.

    If you don't see any reports listed, but you know there was a crash or panic, you may have chosen Diagnostic and Usage Messages from the log list. Choose DIAGNOSTIC AND USAGE INFORMATION instead.

    In the interest of privacy, I suggest that, before posting, you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if it’s present (it may not be.)

    Please don’t post other kinds of diagnostic report—they're very long and rarely helpful.

    When you post the report, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

    If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

  • by amandafromwr,Helpful

    amandafromwr amandafromwr Jul 20, 2016 8:07 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 8:07 AM in response to Linc Davis

    sorry I have tried to post the crash report but  am unable to so. When I paste it in and try to send it I get a message

     

    This message contains invalid characters

  • by amandafromwr,

    amandafromwr amandafromwr Jul 20, 2016 12:28 AM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 12:28 AM in response to rkaufmann87

    copy of report

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-07-20 08:04:08

    Download EtreCheck from https://etrecheck.com

    Runtime 2:13

    Performance: Excellent

     

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

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

     

    Problem: Apps are crashing

     

    Hardware Information: ⓘ

        iMac (27-inch, Late 2012)

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

        iMac - model: iMac13,2

        1 3.4 GHz Intel Core i7 CPU: 4-core

        8 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n

     

    Video Information: ⓘ

        NVIDIA GeForce GTX 680MX - VRAM: 2048 MB

            iMac 2560 x 1440

     

    System Software: ⓘ

        OS X Mavericks 10.9.5 (13F1808) - Time since boot: about 14 hours

     

    Disk Information: ⓘ

        APPLE HDD ST3000DM001 disk1 : (3 TB) (Rotational)

            EFI (disk1s1) <not mounted> : 210 MB

            Boot OS X (disk1s3) <not mounted> : 650 MB

            Macintosh HD (disk2) / : 3.12 TB (441.58 GB free)

                Core Storage: disk0s2 120.99 GB Online

                Core Storage: disk1s2 3.00 TB Online

     

        APPLE SSD SM128E disk0 : (121.33 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Boot OS X (disk0s3) <not mounted> : 134 MB

            Macintosh HD (disk2) / : 3.12 TB (441.58 GB free)

                Core Storage: disk0s2 120.99 GB Online

                Core Storage: disk1s2 3.00 TB Online

     

    USB Information: ⓘ

        Logitech USB Receiver

        Apple Inc. FaceTime HD Camera (Built-in)

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Mac App Store and identified developers

     

    Startup Items: ⓘ

        AvgNetShieldLoader: Path: /Library/StartupItems/AvgNetShieldLoader

        ProTec6b: Path: /Library/StartupItems/ProTec6b

        Startup items are obsolete in OS X Yosemite

     

    System Launch Agents: ⓘ

        [not loaded]    6 Apple tasks

        [loaded]    139 Apple tasks

        [running]    39 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    49 Apple tasks

        [loaded]    133 Apple tasks

        [running]    67 Apple tasks

     

    Launch Agents: ⓘ

        [not loaded]    com.adobe.AAM.Updater-1.0.plist (2016-07-12) [Support]

        [running]    com.adobe.AdobeCreativeCloud.plist (2014-12-14) [Support]

        [loaded]    com.adobe.CS5ServiceManager.plist (2016-07-12) [Support]

        [running]    com.epson.Epusp.plist (2009-07-06) [Support]

        [failed]    com.epson.epw.agent.plist (2009-09-30) [Support]

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

        [running]    com.trusteer.rapport.rapportd.plist (2016-06-28) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.SwitchBoard.plist (2016-07-12) [Support]

        [loaded]    com.adobe.agsservice.plist (2016-07-12) [Support]

        [failed]    com.adobe.fpsaud.plist (2016-06-29) [Support]

        [loaded]    com.bombich.ccc.plist (2012-02-16) [Support]

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

        [loaded]    com.lexar.IRInstaller.plist (2015-08-27) [Support]

        [loaded]    com.malwarebytes.HelperTool.plist (2016-07-08) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2010-08-25) [Support]

        [running]    com.trusteer.rooks.rooksd.plist (2016-06-28) [Support]

     

    User Launch Agents: ⓘ

        [loaded]    com.adobe.AAM.Updater-1.0.plist (2016-07-12) [Support]

     

    User Login Items: ⓘ

        EEventManager    Application Hidden (/Applications/Epson Software/Event Manager.app/Contents/Resources/Assistants/Event Manager/EEventManager.app)

        iP6700DMonitor    Application  (/Applications/Canon Utilities/Memory Card Utility/iP6700D/iP6700D Memory Card Utility.app/Contents/Resources/iP6700DMonitor.app)

        CNQL3201_ButtonManager    Application Hidden (/Library/CFMSupport/CNQL3201_ButtonManager.app)

     

    Other Apps: ⓘ

        [running]    com.epson.EventManager.59344

        [loaded]    com.etresoft.EtreCheck.75712

        [running]    com.etresoft.EtreCheck.99824

        [running]    com.microsoft.Office365Service.66384

        [running]    com.microsoft.Word.72368

        [running]    com.microsoft.autoupdate.fba.62864

        [loaded]    446 Apple tasks

        [running]    359 Apple tasks

     

    Internet Plug-ins: ⓘ

        AdobeAAMDetect: AdobeAAMDetect 2.0.0.0 - SDK 10.7 (2014-12-14) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-19) [Support]

        QuickTime Plugin: 7.7.3 (2016-05-21)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-19) Cannot contact Adobe

        Default Browser: 537 - SDK 10.9 (2015-08-06)

        JavaAppletPlugin: 14.9.0 - SDK 10.7 (2015-08-07) Check version

        SharePointBrowserPlugin: 14.6.6 - SDK 10.6 (2016-07-19) [Support]

        Google Earth Web Plug-in: 6.1 (2011-10-17) [Support]

        Silverlight: 5.1.20913.0 - SDK 10.6 (2013-10-11) [Support]

        iPhotoPhotocast: 7.0 - SDK 10.7 (2012-04-16)

     

    User internet Plug-ins: ⓘ

        Picasa: 1.0 (2011-03-28) [Support]

     

    Safari Extensions: ⓘ

        AVG LinkScanner - AVG Technologies, Inc. - http://www.avg.com (2012-01-09)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-06-29) [Support]

        LinkScannerSettings (2012-06-03) [Support]

        Trusteer Endpoint Protection (2016-07-04) [Support]

     

    Time Machine: ⓘ

        Mobile backups: OFF

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 3.12 TB Disk used: 2.67 TB

        Destinations:

            back up [Local]

            Total size: 4.00 TB

            Total number of backups: 21

            Oldest backup: 09/11/2015 06:17

            Last backup: 19/07/2016 10:47

            Size of backup disk: Too small

                Backup size 4.00 TB < (Disk used 2.67 TB X 3)

     

    Top Processes by CPU: ⓘ

             5%    fontd

             2%    kernel_task

             2%    WindowServer

             0%    Creative Cloud

             0%    dpd

     

    Top Processes by Memory: ⓘ

        831 MB    kernel_task

        803 MB    com.apple.WebKit.WebContent(3)

        172 MB    WindowServer

        164 MB    Safari

        115 MB    Finder

     

    Virtual Memory Information: ⓘ

        3.93 GB    Free RAM

        3.53 GB    Used RAM (788 MB Cached)

        300 MB    Swap Used

     

    Diagnostics Information: ⓘ

        Jul 19, 2016, 05:12:46 PM    Self test - passed

        Jul 19, 2016, 07:50:56 AM    ~/Library/Logs/DiagnosticReports/Safari_2016-07-19-075056_[redacted].crash

            com.apple.Safari - /Applications/Safari.app/Contents/MacOS/Safari

  • by Linc Davis,

    Linc Davis Linc Davis Jul 20, 2016 5:52 AM in response to amandafromwr
    Level 10 (207,926 points)
    Applications
    Jul 20, 2016 5:52 AM in response to amandafromwr

    This message contains invalid characters

    Please read the end of my last comment.

  • by rkaufmann87,Solvedanswer

    rkaufmann87 rkaufmann87 Jul 20, 2016 8:06 AM in response to amandafromwr
    Level 9 (58,184 points)
    Photos for Mac
    Jul 20, 2016 8:06 AM in response to amandafromwr


    There is a more than good chance that your problem is caused by the antivirus app (AVG) that is installed on your system. Please locate the developers instructions for uninstalling it and then follow them. OS X does not require any antivirus, cleaning or ANY third party maintenance utilities to run well. If left alone and kept up-to-date OS X should run fine for years.

  • by amandafromwr,

    amandafromwr amandafromwr Jul 20, 2016 8:08 AM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 8:08 AM in response to rkaufmann87

    thanks I will give it a try

  • by amandafromwr,

    amandafromwr amandafromwr Jul 20, 2016 8:11 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 8:11 AM in response to Linc Davis

    Sorry i was trying to do it in a rush.  I will have a look at paste bin

  • by amandafromwr,

    amandafromwr amandafromwr Jul 20, 2016 9:21 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 9:21 AM in response to Linc Davis

    this is the link to paste bin  http://pastebin.com/DxQSkrKp

     

    thanks

  • by Linc Davis,

    Linc Davis Linc Davis Jul 20, 2016 9:37 AM in response to amandafromwr
    Level 10 (207,926 points)
    Applications
    Jul 20, 2016 9:37 AM in response to amandafromwr

    Please remove "Rapport," also known as "Trusteer Endpoint Protection," by following the instructions on this page.

    Back up all data before making any changes.

  • by amandafromwr,

    amandafromwr amandafromwr Jul 20, 2016 9:48 AM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Jul 20, 2016 9:48 AM in response to Linc Davis

    Thanks for your help

  • by amandafromwr,

    amandafromwr amandafromwr Jul 21, 2016 2:02 PM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Jul 21, 2016 2:02 PM in response to Linc Davis

    Hi Thanks for your help so far.  I have removed Trusteer End point protection  as advised but the iMac has just crashed again. I am waiting for it to recover before I switch it back on. The last 2 crashes were just trying to paste on paste bin

    ( before I removed Truster Endpoint Protection) then after I removed truster Endpoint uploading photo to DPreview.

    Could it be faulty hard drive? or memory? as it crashes when I am doing a variety of actions.

  • by amandafromwr,

    amandafromwr amandafromwr Jul 21, 2016 2:06 PM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Jul 21, 2016 2:06 PM in response to rkaufmann87

    Hi

     

    Thanks for your help so far.  I have removed AVG but my iMac has just crashed again.  I am giving it  a bit of time before switching it back on. The last 2 crashes were pasting on paste bin ( before I removed AVG) and uploading a photo on DP review (after removing AVG).

    As the crashes occur using a variety of actions could it be hardware problem?

  • by Linc Davis,

    Linc Davis Linc Davis Jul 21, 2016 2:43 PM in response to amandafromwr
    Level 10 (207,926 points)
    Applications
    Jul 21, 2016 2:43 PM in response to amandafromwr

    What exactly happens when it crashes? Do you have to restart the computer? Did you find any panic reports?

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