Mary Subach

Q: Need help with diagnosing problem with finder crashing

I have a 27inch mid-2010 IMAC.  I had upgraded to EL CAPITAN and it worked ok for some months but recently - with it has gotten so slow it is unusable.  I get the beach ball with every command or keystroke and the finder crashes constantly.  Reading other posts, I thought maybe it was a problem with having Norton installed but I'm  unable to uninstall the application since finder keeps quitting and even Norton crashes when I try to start it to perform the uninstall command.

I was able to run the disk first-aid utility but that showed no errors.

Any suggestions?
Here is the diagnostic report:

 

 

Here is the diagnostic report:

treCheck version: 3.0.3 (307)

Report generated 2016-09-17 16:48:23

Download EtreCheck from https://etrecheck.com

Runtime 87:11

Performance: Poor

 

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

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

 

Problem: Beachballing

Description:

slow beach balling with every action.  Finder continuously quitting unexpectedly.

 

Hardware Information:

    iMac (27-inch, Mid 2010)

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

    iMac - model: iMac11,3

    1 2.8 GHz Intel Core i5 CPU: 4-core

    4 GB RAM Upgradeable - [Instructions]

        BANK 0/DIMM0

            2 GB DDR3 1333 MHz ok

        BANK 1/DIMM0

            2 GB DDR3 1333 MHz ok

        BANK 0/DIMM1

            Empty

        BANK 1/DIMM1

            Empty

    Bluetooth: Old - Handoff/Airdrop2 not supported

    Wireless:  en1: 802.11 a/b/g/n

 

Video Information:

    ATI Radeon HD 5750 - VRAM: 1024 MB

        iMac 1600 x 1200

 

System Software:

    OS X El Capitan 10.11.6 (15G31) - Time since boot: about one hour

 

Disk Information:

USB Information:

    Mitsumi Electric Apple Optical USB Mouse

    Apple Card Reader

    Apple Inc. BRCM2046 Hub

        Apple Inc. Bluetooth USB Host Controller

    Apple Computer, Inc. IR Receiver

    Apple Inc. Built-in iSight

 

Configuration files:

    /etc/sudoers, File size 1242 but expected 2299

 

Gatekeeper:

    Mac App Store and identified developers

 

Unknown Files:

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

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

    One unknown file found. [Check files]

 

Kernel Extensions:

        /Library/Extensions

    [loaded]    com.symantec.internetSecurity.kext (7.1.2 - SDK 10.11 - 2016-09-17) [Support]

    [loaded]    com.symantec.ips.kext (7.1.2 - SDK 10.11 - 2016-09-17) [Support]

    [loaded]    com.symantec.nfm.kext (7.1.2 - SDK 10.11 - 2016-09-17) [Support]

 

System Launch Agents:

    [failed]    com.apple.softwareupdate_notify_agent.plist (2016-05-08)

    [not loaded]    7 Apple tasks

    [loaded]    161 Apple tasks

    [running]    69 Apple tasks

 

System Launch Daemons:

    [not loaded]    47 Apple tasks

    [loaded]    157 Apple tasks

    [running]    86 Apple tasks

 

Launch Agents:

    [running]    com.epson.Epson_Low_Ink_Reminder.launcher.plist (2015-01-19) [Support]

    [running]    com.epson.ecrp.launcher.plist (2015-06-28) [Support]

    [loaded]    com.epson.esua.launcher.plist (2016-07-27) [Support]

    [running]    com.epson.eventmanager.agent.plist (2014-09-21) [Support]

    [running]    com.epson.scannermonitor.plist (2015-12-16) [Support]

    [loaded]    com.oracle.java.Java-Updater.plist (2016-02-28) [Support]

    [running]    com.symantec.uiagent.application.NFM.plist (2016-05-26) [Support]

 

Launch Daemons:

    [running]    com.adobe.ARM.[...].plist (2016-05-19) [Support]

    [failed]    com.adobe.fpsaud.plist (2016-04-04) [Support]

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

    [loaded]    com.oracle.java.Helper-Tool.plist (2016-02-28) [Support]

    [running]    com.symantec.SymLUHelper.NFM.plist (2016-05-26) [Support]

    [loaded]    com.symantec.UninstallerToolHelper.NFM.plist (2016-05-26) [Support]

    [running]    com.symantec.deepsight-extractor.NFM.plist (2016-05-26) [Support]

    [loaded]    com.symantec.liveupdate.daemon.NFM.plist (2016-05-26) [Support]

    [running]    com.symantec.nfm.wps.plist (2016-05-26) [Support]

    [running]    com.symantec.sharedsettings.NFM.plist (2016-05-26) [Support]

    [running]    com.symantec.symdaemon.NFM.plist (2016-05-26) [Support]

    [loaded]    com.symantec.symqual.detail.NFM.plist (2016-05-26) [Support]

    [loaded]    com.symantec.symqual.panicreporter.NFM.plist (2016-05-26) [Support]

    [loaded]    com.symantec.symqual.submit.NFM.plist (2016-05-26) [Support]

    [running]    com.zeobit.MacKeeper.plugin.AntiTheft.daemon.plist (2013-10-01) [Support]

 

User Launch Agents:

    [loaded]    com.adobe.ARM.[...].plist (2014-03-18) [Support]

    [failed]    com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist (2011-02-24) [Support]

    [running]    com.zeobit.MacKeeper.Helper.plist (2014-08-26) [Support]

 

User Login Items:

    AdobeResourceSynchronizer    Application Hidden (/Applications/Adobe Reader.app/Contents/Support/AdobeResourceSynchronizer.app)

    Backup Engine    Application Hidden (/Library/Application Support/Maxtor/Backup Engine.app)

 

Internet Plug-ins:

    JavaAppletPlugin: Java 8 Update 91 build 14 (2016-07-04) Check version

    FlashPlayer-10.6: 21.0.0.213 - SDK 10.6 (2016-04-11) [Support]

    QuickTime Plugin: 7.7.3 (2016-09-17)

    AdobePDFViewerNPAPI: 11.0.16 - SDK 10.6 (2016-05-19) [Support]

    AdobePDFViewer: 11.0.16 - SDK 10.6 (2016-05-19) [Support]

    Flash Player: 21.0.0.213 - SDK 10.6 (2016-04-11) Outdated! Update

    Default Browser: 601 - SDK 10.11 (2016-09-17)

    SharePointBrowserPlugin: 14.6.5 - SDK 10.6 (2016-06-18) [Support]

    Silverlight: 1.0.30715 (2011-02-25) [Support]

    iPhotoPhotocast: 7.0 - SDK 10.7 (2012-04-06)

 

Safari Extensions:

    Norton Security - Symantec Corporation - http://www.norton.com/mac (2016-09-02)

 

Time Machine:

    Time Machine not configured!

 

Top Processes by CPU:

        23%    Ecrp

        11%    Finder

        10%    ReportCrash

         8%    WindowServer

         8%    Norton Security

 

Top Processes by Memory:

    496 MB    kernel_task

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

    266 MB    Safari

    131 MB    com.symantec.SymLUHelper

    90 MB    mdworker(5)

 

Virtual Memory Information:

    524 MB    Free RAM

    3.49 GB    Used RAM (911 MB Cached)

    6 MB    Swap Used

 

Diagnostics Information:

    Sep 17, 2016, 03:42:10 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-154210_[redacted].crash

        com.apple.finder - /System/Library/CoreServices/Finder.app/Contents/MacOS/Finder

    Sep 17, 2016, 03:41:59 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-154159_[redacted].crash

    Sep 17, 2016, 03:38:56 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153856_[redacted].crash

    Sep 17, 2016, 03:36:39 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153639_[redacted].crash

    Sep 17, 2016, 03:36:29 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153629_[redacted].crash

    Sep 17, 2016, 03:33:55 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153355_[redacted].crash

    Sep 17, 2016, 03:33:45 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153345_[redacted].crash

    Sep 17, 2016, 03:31:15 PM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-153115_[redacted].crash

    Sep 17, 2016, 01:50:15 PM    Self test - passed

    Sep 17, 2016, 11:00:04 AM    ~/Library/Logs/DiagnosticReports/Finder_2016-09-17-110004_[redacted].crash

VIN, iMac (27-inch Mid 2010), OS X El Capitan (10.11.6), OSX EL CAPITAN

Posted on Sep 21, 2016 5:07 PM

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Q: Need help with diagnosing problem with finder crashing

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  • Helpful answers

  • by John Galt,

    John Galt John Galt Sep 21, 2016 7:00 PM in response to Mary Subach
    Level 8 (49,226 points)
    Mac OS X
    Sep 21, 2016 7:00 PM in response to Mary Subach

    Both "MacKeeper" and "Symantec" are installed on that Mac. Please read this excerpt from Effective defenses against malware and other threats:

     

    • Never install any product that claims to "clean up", "speed up", "optimize", "boost" or "accelerate" your Mac; to "wash" it, "tune" it, or to make it "shiny". Those claims are absurd.
      • Such products are very aggressively marketed. They are all scams.
      • They generally operate on the flawed premise that a Mac accumulates "junk" that needs to be routinely "cleaned out" for optimum performance.
      • Trial versions of those programs are successful because they provide the instant gratification of greater free disk space.
      • That increased space is the result of irreversible destruction of files, programs, or operating system components normally protected from inadvertent alteration or deletion. The eventual result will be unreliable operation, poor performance and random crashes that may not become evident for months or even years after their use, when updates to programs or OS X are eventually released.
      • Memory "cleaners" that circumvent OS X's memory management algorithms work by purging inactive memory contents to mass storage, which can only result in degraded performance and accelerated hardware failure.

     

    No Time Machine backup appears to have been created.

     

    How would you like to proceed?

  • by Mary Subach,

    Mary Subach Mary Subach Sep 23, 2016 1:01 PM in response to John Galt
    Level 1 (8 points)
    Desktops
    Sep 23, 2016 1:01 PM in response to John Galt

    Thanks for the advice.... but what are my options then ? How can I remove this 'malware' and return my IMAC to a workable state? 

    I do have an Apple laptop with the same OS.  ... I have my photos on the cloud ...but I'd like to get this IMAC with the big screen working again.  I do have some financial software that I was hoping to recover.

     

    Mary

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Sep 23, 2016 1:23 PM in response to Mary Subach
    Level 9 (58,598 points)
    Photos for Mac
    Sep 23, 2016 1:23 PM in response to Mary Subach

    Mary,

     

    Chances are your computer is okay or will be once you uninstall the AV and cleaning apps per the developers instructions. Once both have been removed restart the computer in Safe Mode which will clean some caches. Then restart normally.

     

    If you have been backing up your computer then your financial information is there. If you haven't been backing up then you may about to find out why backing up isn't optional it's CRITICAL . At the very least you should be using Time Machine to backup, there is NO reason not to. All that is required is an external HD and  your computer will automatically backup using Time Machine. If you have never looked into TM, the please look over Use Time Machine to back up or restore your Mac - Apple Support

     

    NEVER install any type of cleaning, antivirus, or other third party "maintenance" applications!!!! All that Mac OS needs is to be kept up-to-date and it should run reliably for years.

     

    Good luck!

  • by John Galt,

    John Galt John Galt Sep 23, 2016 3:10 PM in response to Mary Subach
    Level 8 (49,226 points)
    Mac OS X
    Sep 23, 2016 3:10 PM in response to Mary Subach

    How can I remove this 'malware' and return my IMAC to a workable state?

     

    Remove "Symantec" by following its instructions. One or more of the following may be applicable:

     

    Uninstall Norton Internet Security for Mac

     

    Removing Symantec programs for Macintosh by using the RemoveSymantecMacFiles removal utility

     

    RemoveSymantecMacFiles

     

    If you have a different product than the above, you will need to consult "Symantec" for uninstallation instructions.

     

    "MacKeeper" and similarly categorized utilities that claim to "clean" a Mac are capable of causing corruption that cannot be reversed by simply uninstalling that software.

     

    After removing "MacKeeper" according to its instructions (*), you might try reinstalling OS X according to the following: How to reinstall OS X - Apple Support. However, reinstalling OS X alone will have no effect on either removing it or reversing the damage it is capable of inflicting upon a system. "Cleaning" utilities are destructive in nature. That's how they work. That destruction is not limited to your Mac's operating system, the programs it requires, the files you create, or the applications you need to create them.

     

    (*) Unlike similarly categorized "cleaning" apps, MacKeeper's uninstallation instructions are effective in eradicating a Mac of all its system-altering components — a rarity among such things.

     

    To recover from the effects of having used it to modify OS X, the additional software you require and the essential files you need, follow the applicable recovery procedure below:

     

    • If you have a backup that you created prior to using "MacKeeper", now is the time to use it. For Time Machine, boot OS X Recovery, and at the Mac OS X Utilities screen, choose Restore from Time Machine Backup. Choose a date preceding the installation of "MacKeeper".
    • If you do not have a backup that predates the use of "MacKeeper", create one now. To do that read Use Time Machine to back up or restore your Mac.
      • The recovery procedure will require that you erase the Mac using OS X Recovery, and then create a new User Account whose contents will be empty. You will then be able to use Setup Assistant to migrate your essential documents including photos, music, work products and other essential files.
      • To erase and install OS X read How to reinstall OS X on your Mac.
        • Follow Step 2 to completely erase that Mac's internal storage: Disk Utility (El Capitan): Erase a volume.
        • Then, follow the procedure in Move your content to a new Mac.
        • When asked how you want to transfer your information, select Transfer from a Mac, Time Machine backup, or startup disk.
        • Under Select the Information to Transfer, select only your previous User account and do not select "Applications", "Computer and Network Settings" or "Other files and folders". De-select those choices.
      • Subsequent to using Setup Assistant, you will need to reinstall the essential software you may require, once again remembering to install software only from their original sources, and omitting all non-essential software.
      • "Non-essential software" is a broad category that includes but is not limited to third party "cleaning", "maintenance", and "anti-virus" products.