Larry Kollar

Q: Computer won't wake up

Late-2013 iMac, 8GB RAM, running El Capitan (10.11.6)

 

This is been happening since Snow Leopard on a 2007 MacBook; it's still happening with El Capitan. I keep hoping the next upgrade will fix it, but so far no good.

 

After several days of uptime (maybe as long as a week), the system won't wake back up after going to sleep. If it sleeps while iTunes is playing, it continues to play but I get the spinning pinwheel on a black screen and can't get control back. It also refuses SSH connections, so I can't use the reboot command.

 

I've been using Activity Monitor to keep an eye on what's happening. Over time, kernel_task memory usage creeps upward. The hang usually happens, as far as I can tell, after its memory usage exceeds 900MB. It's hard to tell exactly what's going on, though, because I can't pull up any info during the hang. But after a forced power-down and restart, the Activity Monitor sometimes shows the pre-reboot data for a few seconds.

 

It helps to quit Safari and Twitter when I'm not using them, but it only prolongs the day of reckoning.

 

EtreCheck report:

 

EtreCheck version: 3.0.6 (315)

Report generated 2016-10-11 20:42:00

Download EtreCheck from https://etrecheck.com

Runtime 5:53

Performance: Below Average

 

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

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

 

Problem: Beachballing

Description:

After a few days of uptime, the computer won’t wake up from sleep. If iTunes is playing, it continues to work, so only part of the system is hung.

 

Hardware Information:

    iMac (21.5-inch, Late 2013)

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

    iMac - model: iMac14,1

    1 2.7 GHz Intel Core i5 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

    Bluetooth: Good - Handoff/Airdrop2 supported

    Wireless:  en1: 802.11 a/b/g/n/ac

 

Video Information:

    Intel Iris Pro

        iMac 1920 x 1080

 

System Software:

    OS X El Capitan 10.11.6 (15G1004) - Time since boot: about 2 days

 

Disk Information:

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

        EFI (disk0s1) <not mounted> : 210 MB

        Macintosh HD (disk0s2) /  [Startup]: 999.35 GB (614.37 GB free)

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

 

USB Information:

    Western Digital My Book 1230 3 TB

        EFI (disk1s1) <not mounted> : 315 MB

        Backup Drive (disk1s2) /Volumes/Backup Drive : 3.00 TB (1.60 TB free)

    Apple Inc. BRCM20702 Hub

        Apple Inc. Bluetooth USB Host Controller

    Apple Inc. FaceTime HD Camera (Built-in)

    Apple Inc. MacBook Air SuperDrive

 

Thunderbolt Information:

    Apple Inc. thunderbolt_bus

 

Configuration files:

    /etc/sudoers, File size 1293 but expected 2299

    /etc/hosts - Count: 6

 

Gatekeeper:

    Mac App Store and identified developers

 

Kernel Extensions:

        /Library/Application Support/VirtualBox

    [loaded]    org.virtualbox.kext.VBoxDrv (5.0.2 - 2015-08-19) [Support]

    [loaded]    org.virtualbox.kext.VBoxNetAdp (5.0.2 - 2015-08-19) [Support]

    [loaded]    org.virtualbox.kext.VBoxNetFlt (5.0.2 - 2015-08-19) [Support]

    [loaded]    org.virtualbox.kext.VBoxUSB (5.0.2 - 2015-08-19) [Support]

 

        /System/Library/Extensions

    [not loaded]    com.cisco.nke.ipsec (2.0.1 - 2016-09-13) [Support]

    [not loaded]    com.leapfrog.codeless.kext (2.0 - 2016-09-13) [Support]

    [not loaded]    com.leapfrog.driver.LfConnectDriver (1.10.5 - SDK 10.8 - 2016-09-13) [Support]

 

Startup Items:

    CiscoVPN: Path: /System/Library/StartupItems/CiscoVPN

    Startup items no longer function in OS X Yosemite or later

 

System Launch Agents:

    [not loaded]    7 Apple tasks

    [loaded]    144 Apple tasks

    [running]    88 Apple tasks

 

System Launch Daemons:

    [not loaded]    42 Apple tasks

    [loaded]    148 Apple tasks

    [running]    102 Apple tasks

 

Launch Agents:

    [running]    com.barnesandnoble.nookconnect.plist (2013-12-13) [Support]

    [loaded]    com.citrix.AuthManager_Mac.plist (2014-11-18) [Support]

    [running]    com.citrix.ReceiverHelper.plist (2014-11-18) [Support]

    [running]    com.citrix.ServiceRecords.plist (2014-11-18) [Support]

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

    [not loaded]    com.oracle.java.Java-Updater.plist [Support]

    [running]    com.paloaltonetworks.gp.pangpa.plist (2015-10-28) [Support]

    [running]    com.paloaltonetworks.gp.pangps.plist (2015-10-28) [Support]

    [running]    net.culater.SIMBL.Agent.plist (2010-07-31) [Support]

    [running]    org.freedesktop.dbus-session.plist (2008-05-19) [Support]

    [loaded]    org.macosforge.xquartz.startx.plist (2014-08-11) [Support]

 

Launch Daemons:

    [loaded]    com.adobe.fpsaud.plist (2016-08-29) [Support]

    [loaded]    com.google.keystone.daemon.plist (2016-09-01) [Support]

    [loaded]    com.leapfrog.connect.authdaemon.plist (2014-09-06) [Support]

    [not loaded]    com.oracle.java.Helper-Tool.plist [Support]

    [not loaded]    com.paloaltonetworks.gp.pangpsd.plist (2015-10-28) [Support]

    [loaded]    com.skype.skypeinstaller.plist (2015-03-20) [Support]

    [loaded]    jp.co.canon.MasterInstaller.plist (2015-06-01) [Support]

    [loaded]    org.macosforge.xquartz.privileged_startx.plist (2014-08-11) [Support]

    [not loaded]    org.virtualbox.startup.plist (2015-08-19) [Support]

 

User Launch Agents:

    [not loaded]    com.amazon.cloud-player.plist (2013-11-26) [Support]

    [running]    com.amazon.music.plist (2016-10-11) [Support]

    [running]    com.leapfrog.connect.monitor.plist (2014-09-06) [Support]

    [not loaded]    org.virtualbox.vboxwebsrv.plist (2015-08-19) [Support]

 

User Login Items:

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

    GrowlHelperApp    Application  (/Library/PreferencePanes/Growl.prefPane/Contents/Resources/GrowlHelperApp.app)

    Skype    Application  (/Applications/Skype.app)

    Twitter    Application  (/Applications/Twitter.app)

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

    EvernoteHelper    Application  (/Applications/Evernote.app/Contents/Library/LoginItems/EvernoteHelper.app)

    Cloud Outliner Lite    Application  (/Applications/Cloud Outliner Lite.app)

    Dropbox    Application  (/Applications/Dropbox.app)

    LaCieShortcutButtonDaemon    Application Hidden (/Library/Application Support/LaCie/LaCieShortcutButtonDaemon.app)

 

Internet Plug-ins:

    o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-16) [Support]

    AmazonMP3DownloaderPlugin1017277: AmazonMP3DownloaderPlugin 1.0.17 (2012-08-30) [Support]

    Default Browser: 601 - SDK 10.11 (2016-07-20)

    Flip4Mac WMV Plugin: 2.2.1.11  (2008-08-15) [Support]

    Silverlight: 5.1.41212.0 - SDK 10.6 (2016-01-29) [Support]

    FlashPlayer-10.6: 23.0.0.162 - SDK 10.9 (2016-09-18) [Support]

    QuickTime Plugin: 7.7.3 (2016-07-20)

    Flash Player: 23.0.0.162 - SDK 10.9 (2016-09-18) Outdated! Update

    iPhotoPhotocast: 6.0 (2007-03-17)

    CitrixICAClientPlugIn: 11.9.0 - SDK 10.9 (2014-11-18) [Support]

    npgtpo3dautoplugin: 0.1.44.29 - SDK 10.5 (2014-03-11) [Support]

    googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

    JavaAppletPlugin: 15.0.1 - SDK 10.7 (2014-11-20) Check version

 

User internet Plug-ins:

    WebEx64: 1.0 - SDK 10.6 (2016-01-11) [Support]

    fbplugin_1_0_3: Unknown (2010-06-09) [Support]

    WebEx: 1.0 (2009-05-06) [Support]

 

Safari Extensions:

    AdBlock - BetaFish, Inc. - https://getadblock.com (2016-05-20)

    Blur - Abine, the online privacy company. - https://www.abine.com (2016-10-05)

    ClickToFlash - Marc Hoyois - http://hoyois.github.com/safariextensions/clicktoplugin/ (2016-05-09)

    Sessions - David Yoo - https://sessions-extension.github.io/Sessions/ (2016-05-09)

    Evernote Web Clipper - Evernote Corp. - http://evernote.com (2016-09-27)

 

3rd Party Preference Panes:

    Flash Player (2016-08-29) [Support]

    Flip4Mac WMV (2008-08-15) [Support]

    FUSE for OS X (OSXFUSE) (2012-10-26) [Support]

    Growl (2011-05-25) [Support]

    LaCie Shortcut Button (2008-09-18) [Support]

    MySQL (2011-03-14) [Support]

    Perian (2011-07-23) [Support]

    TeXDistPrefPane (2007-05-11) [Support]

 

Time Machine:

    Skip System Files: NO

    Mobile backups: OFF

    Auto backup: YES

    Volumes being backed up:

        Macintosh HD: Disk size: 999.35 GB Disk used: 384.97 GB

    Destinations:

        Backup Drive [Local]

        Total size: 3.00 TB

        Total number of backups: 185

        Oldest backup: 3/3/12, 10:13 AM

        Last backup: 10/11/16, 7:36 PM

        Size of backup disk: Excellent

            Backup size 3.00 TB > (Disk size 999.35 GB X 3)

 

Top Processes by CPU:

        60%    com.apple.WebKit.WebContent(18)

         9%    WindowServer

         7%    iTunes

         6%    Finder

         5%    kernel_task

 

Top Processes by Memory:

    2.67 GB    com.apple.WebKit.WebContent(18)

    880 MB    kernel_task

    336 MB    Safari

    238 MB    iTunes

    188 MB    mdworker(17)

 

Virtual Memory Information:

    46 MB    Free RAM

    7.95 GB    Used RAM (1.22 GB Cached)

    134 MB    Swap Used

 

Diagnostics Information:

    Oct 11, 2016, 08:14:45 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-201445_[redacted].crash [Details]

        /Users/[redacted]/Desktop/Amazon Music.app/Contents/MacOS/Amazon Music Helper

    Oct 11, 2016, 07:44:33 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-194433_[redacted].crash [Details]

    Oct 11, 2016, 07:14:21 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-191421_[redacted].crash [Details]

    Oct 11, 2016, 06:44:11 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-184411_[redacted].crash [Details]

    Oct 11, 2016, 06:14:00 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-181400_[redacted].crash [Details]

    Oct 11, 2016, 05:43:50 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-174350_[redacted].crash [Details]

    Oct 11, 2016, 05:13:35 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-171335_[redacted].crash [Details]

    Oct 11, 2016, 04:43:29 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-164329_[redacted].crash [Details]

    Oct 11, 2016, 04:13:14 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-161314_[redacted].crash [Details]

    Oct 11, 2016, 03:43:08 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-154308_[redacted].crash [Details]

    Oct 11, 2016, 08:40:48 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-084048_[redacted].crash [Details]

    Oct 11, 2016, 08:24:01 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-082401_[redacted].crash [Details]

    Oct 11, 2016, 08:23:36 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-082336_[redacted].crash [Details]

    Oct 11, 2016, 08:21:29 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-082129_[redacted].crash [Details]

    Oct 11, 2016, 08:21:05 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-11-082105_[redacted].crash [Details]

    Oct 10, 2016, 11:48:55 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-234855_[redacted].crash

    Oct 10, 2016, 11:18:41 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-231841_[redacted].crash

    Oct 10, 2016, 10:48:28 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-224828_[redacted].crash

    Oct 10, 2016, 10:18:18 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-221818_[redacted].crash

    Oct 10, 2016, 09:48:06 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-214806_[redacted].crash

    Oct 10, 2016, 09:17:54 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-211754_[redacted].crash

    Oct 10, 2016, 08:47:41 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-204741_[redacted].crash

    Oct 10, 2016, 09:13:45 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-091345_[redacted].crash

    Oct 10, 2016, 02:36:26 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-023626_[redacted].crash

    Oct 10, 2016, 12:35:53 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-003553_[redacted].crash

    Oct 10, 2016, 12:05:41 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-10-000541_[redacted].crash

    Oct 9, 2016, 11:35:31 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-233531_[redacted].crash

    Oct 9, 2016, 11:05:17 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-230517_[redacted].crash

    Oct 9, 2016, 10:35:03 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-223503_[redacted].crash

    Oct 9, 2016, 10:04:53 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-220453_[redacted].crash

    Oct 9, 2016, 09:34:43 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-213443_[redacted].crash

    Oct 9, 2016, 09:04:29 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-210429_[redacted].crash

    Oct 9, 2016, 09:55:43 AM    Self test - passed

    Oct 9, 2016, 09:13:33 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-091333_[redacted].crash

    Oct 9, 2016, 01:06:38 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-010638_[redacted].crash

    Oct 9, 2016, 12:36:24 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-003624_[redacted].crash

    Oct 9, 2016, 12:06:18 AM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-09-000618_[redacted].crash

    Oct 8, 2016, 11:36:11 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-233611_[redacted].crash

    Oct 8, 2016, 11:05:50 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-230550_[redacted].crash

    Oct 8, 2016, 10:35:36 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-223536_[redacted].crash

    Oct 8, 2016, 10:05:26 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-220526_[redacted].crash

    Oct 8, 2016, 09:35:15 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-213515_[redacted].crash

    Oct 8, 2016, 09:05:05 PM    ~/Library/Logs/DiagnosticReports/Amazon Music Helper_2016-10-08-210505_[redacted].crash

 

    Standard users cannot read /Library/Logs/DiagnosticReports.

    Run as an administrator account to see more information.

iMac (21.5-inch, Late 2013), OS X El Capitan (10.11.6)

Posted on Oct 11, 2016 5:46 PM

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Q: Computer won't wake up

  • All replies
  • Helpful answers

  • by sterling r,

    sterling r sterling r Oct 12, 2016 11:39 AM in response to Larry Kollar
    Community Specialists
    Oct 12, 2016 11:39 AM in response to Larry Kollar
    Hi there Larry Kollar!

    Thanks for bringing your question about your Mac being unable to wake after sleep.  Sounds like you've done some good troubleshooting so far, and I am happy to help you today.
     

    If your Mac doesn‘t sleep or wake when expected

    If your Mac doesn't wake when you expect

    Your Mac might pause a few seconds before it wakes up. If it doesn't seem to wake at all, check for these possibilities:
    Your screen brightness might be turned down.
    If you're using an external display, your display might be turned off. 
    Your Mac might be in safe sleep. To wake from safe sleep, press the power button.
    Check for a sleep indicator light, if applicable, and make sure that your Mac isn't turned off.

    If the previous steps don't work

    These additional steps may help identify or resolve the issue: 
    Reset the SMC.
    Reset NVRAM.
    Disconnect external devices other than your Apple keyboard, mouse, and display. If that resolves the issue, gradually reconnect your devices, testing each time, until you find the device that is interfering with sleep. Then check the documentation that came with the device, or contact the device manufacturer.
    Start up in Safe Mode to see if the issue is related to non-Apple startup items, login items, or kernel extensions. 
    Try to isolate the issue by using another user account


    Thanks for using the Apple Support Communities!