Brand new Mac running slow and glitchy.

Question

Level 1

8 points

Brand new Mac running slow and glitchy.

About 3 months ago, my office bought a new Mac Desktop for my desk. We are a photo studio, so we deal a lot with photos and videos along with all adobe creative cloud software. Since day one (and i know i should of taken action then) I have been noticing flaws on my mac. All adobe programs take forever to load, opening any apps on the mac take a while to load up...even system preferences,my mail app after a while my e-mail goes blank and I have to re-open the app, my finder window constantly goes into "not responding", photo shop freezes like crazy, i try usuing capture one and I get stuck, everything in general gets stuck. EVERY single file that we have is kept on server or hard drives nothing lives on the computer other then my my adobe programs and capture one. I know there is something wrong because I bought a personal mac desktop for my house around the same time and it has been running smoothly.

Does anyone have any recommendation as to what I can do to fix this problem? is there a reset?

Thanks in advance!

Posted on Aug 24, 2016 12:14 PM

Reply

Answer 1

Allan Jones

Level 9

78,272 points

Aug 24, 2016 12:23 PM in response to isaacanthony

Can you provide the exact specs of the iMac? Apple has made some that were so "entry-level" as to be hard to use. You can show us the exact specs as well as a safe snapshot of what apps and utilties are running with this free utility

EtreCheck Find out what your Mac is running

It is safe and developed by one of our most respected members here. It can detect known troublemakers and display them without revealing any personal information about you or your computer. Let it run and, when you see the results in Etrecheck's window, press the "Copy report to clipboard" button. Then return here and paste that into a reply to your own question.

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Answer 2

MichelPM

Level 10

81,535 points

Aug 24, 2016 1:08 PM in response to isaacanthony

What screen size and model iMac is this what was installed as options from Apple in this model?

Also, run the Etrecheck report and post its output here as Allan Jones has suggested you do.

Thanks.

Reply

Answer 3

isaacanthony Author

Level 1

8 points

Aug 24, 2016 1:33 PM in response to Allan Jones

Hi Allan,

Thanks for this. Much appreciated.

Here is my report.

EtreCheck version: 3.0.2 (306)

Report generated 2016-08-24 16:31:16

Download EtreCheck from https://etrecheck.com

Runtime 7:47

Performance: Below Average

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

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

Problem: Computer is too slow

Description:

About 3 months ago, my office bought a new Mac Desktop for my desk. We are a photo studio, so we deal a lot with photos and videos along with all adobe creative cloud software. Since day one (and i know i should of taken action then) I have been noticing flaws on my mac. All adobe programs take forever to load, opening any apps on the mac take a while to load up...even system preferences,my mail app after a while my e-mail goes blank and I have to re-open the app, my finder window constantly goes into "not responding", photo shop freezes like crazy, i try usuing capture one and I get stuck, everything in general gets stuck. EVERY single file that we have is kept on server or hard drives nothing lives on the computer other then my my adobe programs and capture one. I know there is something wrong because I bought a personal mac desktop for my house around the same time and it has been running smoothly.

Hardware Information:ⓘ

iMac (Retina 4K, 21.5-inch, Late 2015)

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

iMac - model: iMac16,2

1 3.1 GHz Intel Core i5 CPU: 4-core

8 GB RAM Not upgradeable

BANK 0/DIMM0

4 GB DDR3 1867 MHz ok

BANK 1/DIMM0

4 GB DDR3 1867 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

Wireless: Unknown

Video Information:ⓘ

Intel Iris Pro Graphics 6200

iMac 4096 x 2304

System Software:ⓘ

OS X El Capitan 10.11.1 (15B42) - Time since boot: about one hour

Disk Information:ⓘ

APPLE HDD HTS541010A9E662 disk0 : (1 TB) (Rotational)

EFI (disk0s1) <not mounted> : 210 MB

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

Macintosh HD (disk1) / : 998.98 GB (715.03 GB free)

Core Storage: disk0s2 999.35 GB Online

USB Information:ⓘ

HGST G-DRIVE mobile with Thunderbolt 1 TB

EFI (disk2s1) <not mounted> : 210 MB

DRIVE 2 (disk2s2) /Volumes/DRIVE 2 : 999.86 GB (716.29 GB free)

Broadcom Corp. Bluetooth USB Host Controller

Apple Inc. FaceTime HD Camera (Built-in)

Thunderbolt Information:ⓘ

Apple Inc. thunderbolt_bus

Apple Inc. Thunderbolt to FireWire Adapter

Gatekeeper:ⓘ

Mac App Store and identified developers

Unknown Files:ⓘ

~/Library/LaunchAgents/.dat.nosync01d8.RD8Ttx (hidden)

~/Library/Application Support/Spotify/SpotifyWebHelper

One unknown file found. [Check files]

Kernel Extensions:ⓘ

/Applications/Capture One 9.app

[not loaded] com.Leaf.driver.LeafFwXDriverMatcher (1.2.0d1 - 2016-04-06) [Support]

/Library/Extensions

[not loaded] com.FTDI.driver.D2XXHelper (1.0 - SDK 10.11 - 2016-08-01) [Support]

/System/Library/Extensions

[not loaded] com.wacom.kext.pentablet (Pen Tablet 5.3.6-6 - SDK 10.9 - 2016-08-01) [Support]

[not loaded] com.wacom.kext.wacomtablet (Wacom Tablet 6.3.15-3 - SDK 10.11 - 2016-08-01) [Support]

System Launch Agents:ⓘ

[not loaded] 6 Apple tasks

[loaded] 149 Apple tasks

[running] 58 Apple tasks

[killed] 23 Apple tasks

23 processes killed due to insufficient RAM

System Launch Daemons:ⓘ

[not loaded] 43 Apple tasks

[loaded] 158 Apple tasks

[running] 75 Apple tasks

[killed] 9 Apple tasks

9 processes killed due to insufficient RAM

Launch Agents:ⓘ

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

[running] com.adobe.AdobeCreativeCloud.plist (2016-04-14) [Support]

[loaded] com.intego.backupassistant.agent.plist (2014-07-30) [Support]

[loaded] com.oracle.java.Java-Updater.plist (2016-03-02) [Support]

[running] com.teamviewer.teamviewer.plist (2016-08-24) [Support]

[running] com.teamviewer.teamviewer_desktop.plist (2016-08-24) [Support]

[running] com.wacom.pentablet.plist (2014-12-23) [Support]

[running] com.wacom.wacomtablet.plist (2015-12-16) [Support]

Launch Daemons:ⓘ

[loaded] com.adobe.SwitchBoard.plist (2016-04-07) [Support]

[running] com.adobe.adobeupdatedaemon.plist (2016-07-12) [Support]

[running] com.adobe.agsservice.plist (2016-08-12) [Support]

[running] com.intego.BackupAssistant.daemon.plist (2014-07-30) [Support]

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

[loaded] com.oracle.java.Helper-Tool.plist (2016-03-02) [Support]

[loaded] com.teamviewer.Helper.plist (2016-07-06) [Support]

[running] com.teamviewer.teamviewer_service.plist (2016-08-24) [Support]

[loaded] com.wacom.displayhelper.plist (2015-12-16)

User Launch Agents:ⓘ

[running] .dat.nosync01d8.RD8Ttx (hidden) (2016-04-29) [Support]

~/Library/Application Support/Spotify/SpotifyWebHelper

[not loaded] com.adobe.AAM.Updater-1.0.plist (2016-02-23) [Support]

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

[failed] com.lastpass.LastPassHelper.plist (2016-03-07) [Support]

[running] com.spotify.webhelper.plist (2016-08-24) [Support]

User Login Items:ⓘ

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

ChronoSync Scheduler Application (/Applications/ChronoSync.app/Contents/Library/LoginItems/ChronoSync Scheduler.app)

Spotify Application Hidden (/Applications/Spotify.app)

Google Chrome Application Hidden (/Applications/Google Chrome.app)

Internet Plug-ins:ⓘ

AdobeAAMDetect: 3.0.0.0 - SDK 10.9 (2016-07-12) [Support]

QuickTime Plugin: 7.7.3 (2015-10-17)

Default Browser: 601 - SDK 10.11 (2015-10-17)

SharePointBrowserPlugin: 14.0.0 (2010-08-25) [Support]

nplastpass: 3.2.41 - SDK 10.11 (2016-03-07) [Support]

WacomTabletPlugin: WacomTabletPlugin 2.1.0.6 - SDK 10.9 (2014-12-23) [Support]

JavaAppletPlugin: Java 8 Update 73 build 02 (2016-03-02) Check version

3rd Party Preference Panes:ⓘ

Java (2016-01-29) [Support]

PenTablet (2016-02-24) [Support]

WacomTablet (2015-12-16) [Support]

Time Machine:ⓘ

Time Machine not configured!

Top Processes by CPU:ⓘ

11% Google Chrome Helper(9)

3% CEPHtmlEngine Helper(4)

1% 45888

0% kernel_task

0% Adobe Photoshop CC 2015

Top Processes by Memory:ⓘ

1.46 GB Adobe Photoshop CC 2015

985 MB kernel_task

508 MB Google Chrome Helper(9)

254 MB mdworker(18)

156 MB CEPHtmlEngine Helper(4)

Virtual Memory Information:ⓘ

165 MB Free RAM

7.83 GB Used RAM (721 MB Cached)

1.39 GB Swap Used

Diagnostics Information:ⓘ

Aug 24, 2016, 03:05:17 PM ~/Library/Logs/DiagnosticReports/dynamiclinkmanager_2016-08-24-150517_[redacted ].crash

/Applications/Adobe Photoshop CC 2015/Adobe Photoshop CC 2015.app/Contents/Required/DynamicLinkMediaServer/dynamiclinkmanager.app/Conten ts/MacOS/dynamiclinkmanager

Aug 24, 2016, 02:52:20 PM Self test - passed

Aug 24, 2016, 12:04:05 PM /Library/Logs/DiagnosticReports/Capture One 9_2016-08-24-120405_[redacted].hang

/Applications/Capture One 9.app/Contents/MacOS/Capture One 9

Aug 24, 2016, 12:04:04 PM /Library/Logs/DiagnosticReports/Adobe Photoshop CC 2015_2016-08-24-120404_[redacted].hang

/Applications/Adobe Photoshop CC 2015/Adobe Photoshop CC 2015.app/Contents/MacOS/Adobe Photoshop CC 2015

Aug 23, 2016, 02:08:52 PM /Library/Logs/DiagnosticReports/Preview_2016-08-23-140852_[redacted].hang

/Applications/Preview.app/Contents/MacOS/Preview

Aug 23, 2016, 01:27:27 PM ~/Library/Logs/DiagnosticReports/Finder_2016-08-23-132727_[redacted].crash

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

Aug 23, 2016, 11:45:25 AM ~/Library/Logs/DiagnosticReports/Capture One 9_2016-08-23-114525_[redacted].crash

Aug 23, 2016, 11:37:46 AM /Library/Logs/DiagnosticReports/Capture One 9_2016-08-23-113746_[redacted].hang

Aug 22, 2016, 05:58:02 PM ~/Library/Logs/DiagnosticReports/dynamiclinkmanager_2016-08-22-175802_[redacted ].crash

Aug 22, 2016, 05:26:11 PM ~/Library/Logs/DiagnosticReports/Adobe CEF Helper_2016-08-22-172611_[redacted].crash

/Library/Application Support/Adobe/*/Adobe CEF Helper.app/Contents/MacOS/Adobe CEF Helper

Aug 22, 2016, 05:26:11 PM ~/Library/Logs/DiagnosticReports/CEPHtmlEngine Helper_2016-08-22-172611_[redacted].crash

/Applications/Adobe Photoshop CC 2015/Adobe Photoshop CC 2015.app/Contents/MacOS/CEPHtmlEngine.app/Contents/frameworks/CEPHtmlEngine Helper.app/Contents/MacOS/CEPHtmlEngine Helper

Aug 22, 2016, 01:34:36 PM /Library/Logs/DiagnosticReports/Contacts_2016-08-22-133436_[redacted].hang

/Applications/Contacts.app/Contents/MacOS/Contacts

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Answer 4

MichelPM

Level 10

81,535 points

Aug 24, 2016 1:49 PM in response to isaacanthony

Your new 21 inch screen iMac is really underpowered for what you are trying to do with this iMac model and screen size and there is NOTHING, ABSOLUTELY NOTHING, you can upgrade on these iMac models!

Nothing.

Here's the BIG issues with all, but the topped out 21 inch screen iMac.

The new 21 inch screen iMacs that Apple offers now are, IMSO, "downgrades" from the previous 2009 thru 2011 21 inch iMacs models.

The 21 inch screen model iMac are, basically, sealed up, glued up, basic computing appliances, now, with only the "top of the line" with all the top options (top i7 CPU, 16 GBs of RAM, 256 or 512 SSD) being the only viable option to use as a standard to medium professional grade, work related, iMac with just enough power for professional and creative use.

There is nothing in the new 21 inch screen iMacs the is user upgradeable OR serviceable, any longer.

Slower laptop 5400 RPM hard drive/fusion drives, limited RAM (the 2010, 2011 i5 CPU models and higher could take up to 32 GBs of RAM).

The newer 21 inch screen iMacs are limited to just 16 GBs of RAM.

Also, like laptop models, the 21 inch screen iMacs no longer use dedicated, discreet and independent GPUs.

The new 21 inch screen iMacs use the "so-called" integrated (soldered) Intel Iris ”Pro" GPUs, now!

Meaning that in any of the newer 21 inch screen model iMacs, if you get one with the max 16 GBs of RAM, a little bit to quite a bit of that installed RAM is being used for the GPU's VRAM, now.

Meaning that the GPUs in the 21 inch screen model iMacs is stealing away RAM that could be needed for any possible RAM intensive tasks depending on the apps being used or what combination of apps is being used together.

This would not be as big an issue if you could install more than 16 GBs (which there is no way to do this any longer as Apple has soldered every single component to the logic board, now).

To get a better performing iMac, now, you would have to spend the money for all of the top end options for the new 21 inch screen model iMacs to ensure some longevity and "futureproofing"

OR

You would have to graduate up to the more expensive 27 inch screen iMacs that still have 7200 RPM hard drives/fusion drives, independent GPUs and user installable/upgradeable RAM.

I am NOT a big fan of these newer 21 inch screen iMac models, at all!

Other than a top shelf version 21 inch screen model, the other 21 inch screen model options are like a Mac Mini with a screen, now, or like a laptop/desktop hybrid, sealed up appliance.

IF you have had this iMac for longer than 14 days, then sell it and get as much as you can for this iMac and go for a totally option maxed out 21 inch screen iMac with either the 256 or 512 GB SSD.

Good Luck!

Reply

Answer 5

Aug 24, 2016 2:00 PM in response to isaacanthony

I recommend that you uninstall Intego. It is worthless scam that only causes problems on the Mac.

It appears your photographic software, Capture One and Photoshop, are having problems with hangs and crashes. You might want to uninstall everything from Phase One and Adobe to see it that corrects the problems with them.

Reply

Answer 6

John Galt

Level 10

155,810 points

Aug 24, 2016 2:08 PM in response to isaacanthony

First, Use Time Machine to back up or restore your Mac - Apple Support

Then, Update the software on your Mac - Apple Support

Reply

Answer 7

MichelPM

Level 10

81,535 points

Aug 24, 2016 2:14 PM in response to isaacanthony

If getting a new iMac isn't an option for you, now, then here's are some recommendations.

First, ditch Google Chrome as it's a serious resource hog on any version of OS X.

Either stick to Apple Safari web browser or use Mozilla Firefox, instead.

Use your Capture One and Adobe Photoshop, ALONE, with no other resource intense applications up and running in the background.

Same goes with your video software.

OS X, ALONE, can use up all 8 GBs of your installed RAM, so you are really limited to running resource intense applications on an individual basis only.

You can't have video software and photo editing software up and running at the same time.

Same goes for the Capture One software.

Also, may not be able to leave Apple Mail or web browser open when using any of this photo/video software.

You really chose the wrong Mac to do this kind of work.

The new 21 inch screen model iMacs ( with the exception of the top optioned model) are not up to this kind of professional workload.

Good Luck!

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