HT201262: Try safe mode if your Mac doesn't finish starting up

Learn about Try safe mode if your Mac doesn't finish starting up
Johnny Photo
Level 1 (9 points)
Desktops

Q: iMac ADVANCED startup issue troubleshooting

Hello. My iMac is not completing the startup process. It will chime, then show the Apple logo.

THe progress bar will get about halfway, then apple logo disappears. Gray screen remains for approx 2 minutes, then computer shuts off and process repeats. NOTE: computer is NOT responding to " Safe Mode" ( shift key)or Disk Utility (Command+R) commands. What else can I try?

iMac (27-inch Mid 2011), OS X Yosemite (10.10.2), AMD Radeon HD 6970M 1024 MB

Posted on Aug 17, 2016 7:25 PM

by BobHarris,Solvedanswer
BobHarris BobHarris
Level 6 (19,257 points)
Mac OS X
A:

We you could just click on the [Remove] link provided in the EtreCheck report.  Also EtreCheck has giving the path to the offending files.  ~ is your home directory, and Finder -> Go -> hold the "Option" key will show you the Library folder.

 

You could look at MalwareBytes <https://www.malwarebytes.org/>

 

If you are doing a re-install over top of the existing system, then "No", that should not remove the files.

 

If you do a backup, then reformat the disk, a Clean install, then restore just your files, and install all your applications from scratch, and not bring them over from the backup, then that should get rid of them.

 

NOTE:  If you choose to do a clean install, then I suggest having 2 backups to 2 different devices, using 2 different backup utilities so you are as safe as you can be from device failures, and software failures.

Posted on Aug 18, 2016 6:49 PM

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Johnny Photo

Q: iMac ADVANCED startup issue troubleshooting

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  • Helpful answers

  • by Johnny Photo,

    Johnny Photo Johnny Photo Aug 18, 2016 10:10 AM in response to Eric Root
    Level 1 (9 points)
    Desktops
    Aug 18, 2016 10:10 AM in response to Eric Root

    MMac is able to start and repair disk with safe mode. However, screen turns blue with normal use and computer seems very warm to the touch. Hardware issue?

  • by Eric Root,

    Eric Root Eric Root Aug 18, 2016 11:19 AM in response to Johnny Photo
    Level 9 (69,536 points)
    iTunes
    Aug 18, 2016 11:19 AM in response to Johnny Photo

    Apple Hardware Test doesn't catch everything, so even if it doesn't find a problem, you could have one.

                

    Apple Hardware Test

     

    Apple Hardware Test – Invoke and Interpret

     

    Apple Hardware test – How to run and interpret (2)

     

    Apple Hardware Test - Using

     

    Apple Diagnostics – Computers introduced after June 2013

     

    Apple Diagnostics: Reference codes

  • by BobHarris,

    BobHarris BobHarris Aug 18, 2016 5:38 PM in response to Johnny Photo
    Level 6 (19,257 points)
    Mac OS X
    Aug 18, 2016 5:38 PM in response to Johnny Photo

    If you can boot up in Safe mode, please run and post the output from EtreCheck

    <https://discussions.apple.com/docs/DOC-6174> or <http://etrecheck.com>

    It is possible that you have a 3rd party product installed that is interfering with normal boot, that is not loaded during Safe mode.

  • by Johnny Photo,

    Johnny Photo Johnny Photo Aug 18, 2016 6:01 PM in response to BobHarris
    Level 1 (9 points)
    Desktops
    Aug 18, 2016 6:01 PM in response to BobHarris

    HI Bob. I was able to get safe mode to run, remove login items, and successfullily restart the computer

     

    eport generated 2016-08-18 19:56:55

    Download EtreCheck from https://etrecheck.com

    Runtime 3:41

    Performance: Good

     

     

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

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

    Click the [Remove] links to remove adware.

     

     

    Problem: Computer is restarting

    Description:

    restart trouble

     

     

    Hardware Information: <etrecheck://help/hardware> ⓘ <etrecheck://help/hardware>

        iMac (27-inch, Mid 2011)

        [Technical Specifications] <http://support-sp.apple.com/sp/index?page=cpuspec&cc=DHJQ&lang=en> - [User Guide] <http://support-sp.apple.com/sp/index?page=cpuuserguides&cc=DHJQ&lang=en> - [Warranty & Service] <https://support.apple.com/kb/index?page=servicefaq&geo=United_States&product=Mac desktops>

        iMac - model: iMac12,2

        1 3.1 GHz Intel Core i5 CPU: 4-core

        32 GB RAM Upgradeable - [Instructions]

    <http://support-sp.apple.com/sp/index?page=cpumemory&cc=DHJQ&lang=en>        BANK 0/DIMM0

                8 GB DDR3 1333 MHz ok

            BANK 1/DIMM0

                8 GB DDR3 1333 MHz ok

            BANK 0/DIMM1

                8 GB DDR3 1333 MHz ok

            BANK 1/DIMM1

                8 GB DDR3 1333 MHz ok

        Bluetooth: Old - Handoff/Airdrop2 not supported

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

     

     

    Video Information: <etrecheck://help/video> ⓘ <etrecheck://help/video>

        AMD Radeon HD 6970M - VRAM: 1024 MB

            iMac 2560 x 1440

     

     

    System Software: <etrecheck://help/systemsoftware> ⓘ <etrecheck://help/systemsoftware>

        OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

     

     

    Disk Information: <etrecheck://help/disk> ⓘ <etrecheck://help/disk>

        WDC WD1001FALS-403AA0 disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh (disk0s2) / : 999.35 GB (255.34 GB free)

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

     

     

        OPTIARC DVD RW AD-5690H   ()

     

     

    USB Information: <etrecheck://help/usb> ⓘ <etrecheck://help/usb>

        Apple Inc. FaceTime HD Camera (Built-in)

        Apple Inc. BRCM2046 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Computer, Inc. IR Receiver

        Apple Card Reader

     

     

    Thunderbolt Information: <etrecheck://help/thunderbolt> ⓘ <etrecheck://help/thunderbolt>

        Apple Inc. thunderbolt_bus

     

     

    Gatekeeper: <etrecheck://help/gatekeeper> ⓘ <etrecheck://help/gatekeeper>

        Mac App Store and identified developers

     

     

    Adware: <etrecheck://help/adware> ⓘ <etrecheck://help/adware>

        ~/Library/Caches/com.apple.Safari/Extensions/Ebay Shopping Assistant.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/Searchme.safariextension

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

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

        ~/Library/LaunchAgents/com.onlineapplicationrequest.AppRequest.plist

        5 adware files found. [Remove] <etrecheck://adware/remove>

     

     

    Unknown Files: <etrecheck://help/unknownfiles> ⓘ <etrecheck://help/unknownfiles>

        ~/Library/LaunchAgents/com.apple.CSConfigDotMacCert-jdgaughan@me.com-SharedServices.Agent.plist

            /System/Library/Frameworks/CoreServices.framework/Frameworks/OSServices.framewo rk/Versions/A/Support/CSConfigDotMacCert -l /Users/johngaughan/Library/Logs/CSConfigDotMacCert.log -u jdgaughan@me.com -t SharedServices -s

        ~/Library/Caches/com.apple.Safari/Extensions/Ebay Shopping Assistant.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/Searchme.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/SlickSavings.safariextension

        4 unknown files found. [Check files] <etrecheck://unknownfiles/check>

     

     

    Kernel Extensions: <etrecheck://help/kernelextensions> ⓘ <etrecheck://help/kernelextensions>

            /System/Library/Extensions

        [not loaded]    com.silex.driver.sxuptp (1.5.1 - 2016-08-02) [Support] <https://www.google.com/search?q=support+site:silex.com>

     

     

    System Launch Agents: <etrecheck://help/systemlaunchagents> ⓘ <etrecheck://help/systemlaunchagents>

        [not loaded]    9 Apple tasks

        [loaded]    161 Apple tasks

        [running]    68 Apple tasks

     

     

    System Launch Daemons: <etrecheck://help/systemlaunchdaemons> ⓘ <etrecheck://help/systemlaunchdaemons>

        [not loaded]    45 Apple tasks

        [loaded]    157 Apple tasks

        [running]    89 Apple tasks

     

     

    Launch Agents: <etrecheck://help/launchagents> ⓘ <etrecheck://help/launchagents>

        [running]    com.Affinegy.InstaLANa.plist (2012-02-23)

        [not loaded]    com.adobe.AAM.Updater-1.0.plist (2016-05-01) [Support] <https://www.google.com/search?q=com.adobe.AAM.Updater-1.0.plist+support+site:ado be.com>

        [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a 23d420d.plist (2016-07-12)

        [failed]    com.epson.ecpd.launcher.plist (2013-06-19)

        [failed]    com.epson.eventmanager.agent.plist (2012-05-08)

        [running]    com.flipvideo.FlipShare.AutoRun.plist (2010-12-15)

        [loaded]    com.oracle.java.Java-Updater.plist (2012-12-12)

     

     

    Launch Daemons: <etrecheck://help/launchdaemons> ⓘ <etrecheck://help/launchdaemons>

        [loaded]    com.adobe.ARMDC.Communicator.plist (2016-07-12) [Support] <https://www.google.com/search?q=com.adobe.ARMDC.Communicator.plist+support+site: adobe.com>

        [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-07-12) [Support] <https://www.google.com/search?q=com.adobe.ARMDC.SMJobBlessHelper.plist+support+s ite:adobe.com>

        [running]    com.adobe.agsservice.plist (2016-08-18) [Support] <https://www.google.com/search?q=com.adobe.agsservice.plist+support+site:adobe.co m>

        [loaded]    com.adobe.fpsaud.plist (2016-06-28)

        [running]    com.flipvideo.FlipShareServer.launchd.plist (2010-11-24)

        [loaded]    com.oracle.java.Helper-Tool.plist (2012-12-12)

     

     

    User Launch Agents: <etrecheck://help/userlaunchagents> ⓘ <etrecheck://help/userlaunchagents>

        [failed]    com.adobe.ARM.[...].plist (2012-09-19)

        [failed]    com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist (2011-08-13) - /System/Library/Frameworks/CoreServices.framework/Frameworks/OSServices.framewo rk/Versions/A/Support/CSConfigDotMacCert: Executable not found!

        [loaded]    com.google.keystone.agent.plist (2016-07-11)

        [failed]    com.jdibackup.JustCloud.autostart.plist (2015-08-22) Adware!  [Remove] <etrecheck://adware/remove>

            /usr/bin/open

        [loaded]    com.jdibackup.JustCloud.notify.plist (2015-08-22) Adware!  [Remove] <etrecheck://adware/remove>

            /usr/bin/open

        [running]    com.onlineapplicationrequest.AppRequest.plist (2016-04-28) Adware!  [Remove] <etrecheck://adware/remove>

            ~/Library/Application Support/AppCommon/AppRequest

     

     

    Internet Plug-ins: <etrecheck://help/internetplugins> ⓘ <etrecheck://help/internetplugins>

        JavaAppletPlugin: Java 8 Update 101 build 13 (2016-07-21) Check version <https://www.java.com/en/download/installed.jsp>

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-21) [Support] <https://www.google.com/search?q=FlashPlayer-10.6+support+site:macromedia.com>

        QuickTime Plugin: 7.7.3 (2016-07-26)

        AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-04) [Support] <https://www.google.com/search?q=AdobePDFViewerNPAPI+support+site:adobe.com>

        AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-04) [Support] <https://www.google.com/search?q=AdobePDFViewer+support+site:adobe.com>

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-21) [Support] <https://www.google.com/search?q=Flash%20Player+support+site:macromedia.com>

        Default Browser: 601 - SDK 10.11 (2016-07-26)

        JavaAppletPlugin (1.7.13.20): Java 7 Update 15 (2013-02-28) [Support] <https://www.google.com/search?q=Java+support+site:oracle.com>

        Silverlight: 5.0.61118.0 - SDK 10.6 (2011-12-10) [Support] <https://www.google.com/search?q=support+site:microsoft.com>

        iPhotoPhotocast: 7.0 - SDK 10.8 (2013-04-19)

     

     

    User internet Plug-ins: <etrecheck://help/userinternetplugins> ⓘ <etrecheck://help/userinternetplugins>

        npBcsMcTcIO: Unknown (2013-03-23) [Support] <https://www.google.com/search?q=npBcsMcTcIO+support+site:mozilla.org>

        Google Earth Web Plug-in: 7.1 (2013-10-07) [Support] <https://www.google.com/search?q=Google%20Earth%20Plugin.plugin+support+site:Goog le.com>

     

     

    Safari Extensions: <etrecheck://help/safariextensions> ⓘ <etrecheck://help/safariextensions>

        eBay Shopping Assistant (cache only) (2015-11-26) Adware!  [Remove] <etrecheck://adware/remove>

        Searchme (cache only) (2015-11-26) Adware!  [Remove] <etrecheck://adware/remove>

     

     

    3rd Party Preference Panes: <etrecheck://help/preferencepanes> ⓘ <etrecheck://help/preferencepanes>

        Flash Player (2016-06-28) [Support] <https://www.google.com/search?q=Flash%20Player+support+site:adobe.com>

        Growl (2014-04-28) [Support] <https://www.google.com/search?q=Growl+support+site:growl.com>

        Java (2016-07-21) [Support] <https://www.google.com/search?q=Java+support+site:oracle.com>

     

     

    Time Machine: <etrecheck://help/timemachine> ⓘ <etrecheck://help/timemachine>

        Skip System Files: NO

        Auto backup: YES

        Volumes being backed up:

            Macintosh: Disk size: 999.35 GB Disk used: 744.01 GB

        Destinations:

            iMac Backup [Local]

            Total size: 999.86 GB

            Total number of backups: 11

            Oldest backup: 10/19/15, 6:23 AM

            Last backup: 11/25/15, 6:38 PM

            Size of backup disk: Too small

                Backup size 999.86 GB < (Disk used 744.01 GB X 3)

     

     

    Top Processes by CPU: <etrecheck://help/cpu> ⓘ <etrecheck://help/cpu>

             2%    WindowServer

             1%    fontd

             1%    kernel_task

             1%    mdworker(8)

             0%    mds

     

     

    Top Processes by Memory: <etrecheck://help/memory> ⓘ <etrecheck://help/memory>

        1.34 GB    kernel_task

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

        262 MB    mdworker(8)

        131 MB    soagent

        131 MB    Safari

     

     

    Virtual Memory Information: <etrecheck://help/vm> ⓘ <etrecheck://help/vm>

        25.00 GB    Free RAM

        6.84 GB    Used RAM (1.69 GB Cached)

        0 B    Swap Used

     

     

    Diagnostics Information: <etrecheck://help/diagnostics> ⓘ <etrecheck://help/diagnostics>

        Aug 18, 2016, 07:50:18 PM    Self test - passed

        Aug 18, 2016, 07:36:11 PM    /Library/Logs/DiagnosticReports/Adobe Lightroom_2016-08-18-193611_[redacted].hang

            /Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/MacOS/Adobe Lightroom

        Aug 16, 2016, 08:25:49 PM    /Library/Logs/DiagnosticReports/Adobe Lightroom_2016-08-16-202549_[redacted].hang

  • by BobHarris,Helpful

    BobHarris BobHarris Aug 18, 2016 6:30 PM in response to Johnny Photo
    Level 6 (19,257 points)
    Mac OS X
    Aug 18, 2016 6:30 PM in response to Johnny Photo

    I'm glad you were able to get normal boot working again

     

    You may want to address these files called out by EtreCheck

    Adware: <etrecheck://help/adware> ⓘ <etrecheck://help/adware>

        ~/Library/Caches/com.apple.Safari/Extensions/Ebay Shopping Assistant.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/Searchme.safariextension

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

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

        ~/Library/LaunchAgents/com.onlineapplicationrequest.AppRequest.plist

        5 adware files found. [Remove] <etrecheck://adware/remove>

     

     

    Unknown Files: <etrecheck://help/unknownfiles> ⓘ <etrecheck://help/unknownfiles>

        ~/Library/LaunchAgents/com.apple.CSConfigDotMacCert-jdgaughan@me.com-SharedServices.Agent.plist

            /System/Library/Frameworks/CoreServices.framework/Frameworks/OSServices.framewo rk/Versions/A/Support/CSConfigDotMacCert -l /Users/johngaughan/Library/Logs/CSConfigDotMacCert.log -u jdgaughan@me.com -t SharedServices -s

        ~/Library/Caches/com.apple.Safari/Extensions/Ebay Shopping Assistant.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/Searchme.safariextension

        ~/Library/Caches/com.apple.Safari/Extensions/SlickSavings.safariextension

        4 unknown files found. [Check files] <etrecheck://unknownfiles/check>

  • by Johnny Photo,

    Johnny Photo Johnny Photo Aug 18, 2016 6:34 PM in response to BobHarris
    Level 1 (9 points)
    Desktops
    Aug 18, 2016 6:34 PM in response to BobHarris

    Bob

     

    APple suggested reinstalling the OS. Would this clean up most of these files?... Or what would you suggest on "addressing " these ?

  • by BobHarris,Solvedanswer

    BobHarris BobHarris Aug 18, 2016 6:49 PM in response to Johnny Photo
    Level 6 (19,257 points)
    Mac OS X
    Aug 18, 2016 6:49 PM in response to Johnny Photo

    We you could just click on the [Remove] link provided in the EtreCheck report.  Also EtreCheck has giving the path to the offending files.  ~ is your home directory, and Finder -> Go -> hold the "Option" key will show you the Library folder.

     

    You could look at MalwareBytes <https://www.malwarebytes.org/>

     

    If you are doing a re-install over top of the existing system, then "No", that should not remove the files.

     

    If you do a backup, then reformat the disk, a Clean install, then restore just your files, and install all your applications from scratch, and not bring them over from the backup, then that should get rid of them.

     

    NOTE:  If you choose to do a clean install, then I suggest having 2 backups to 2 different devices, using 2 different backup utilities so you are as safe as you can be from device failures, and software failures.

  • by Johnny Photo,

    Johnny Photo Johnny Photo Aug 18, 2016 6:50 PM in response to BobHarris
    Level 1 (9 points)
    Desktops
    Aug 18, 2016 6:50 PM in response to BobHarris

    Thanks Bob. I appreciate the wisdom and guidance