Usafret05
Level 1 (4 points)
Desktops

Q: Mouse won't work and disappears when updated to Sierra

I have downloaded the new iOS and when I do my mouse won't work and the pointer disappears.  I have used the time machine to go back and deleted all third party software except Microsoft office and tried again and get the same results.  I have the apple smart mouse and not a third party.  Any help would be appreciated.

 

Thanks

USAFRET05

iMac, OS X El Capitan (10.11.6)

Posted on Oct 12, 2016 10:12 AM

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Usafret05

Q: Mouse won't work and disappears when updated to Sierra

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  • Helpful answers

  • by BDAqua,

    BDAqua BDAqua Oct 12, 2016 10:19 AM in response to Usafret05
    Level 10 (123,860 points)
    Oct 12, 2016 10:19 AM in response to Usafret05

    Does it work OK if you Safe Boot, holding SHIFT key at boot up?

  • by Usafret05,

    Usafret05 Usafret05 Oct 12, 2016 6:27 PM in response to BDAqua
    Level 1 (4 points)
    Desktops
    Oct 12, 2016 6:27 PM in response to BDAqua

    I Have tried several times to boot in safe mode and it just bypasses it and launches normally

  • by Usafret05,

    Usafret05 Usafret05 Oct 14, 2016 3:12 PM in response to BDAqua
    Level 1 (4 points)
    Desktops
    Oct 14, 2016 3:12 PM in response to BDAqua

    Ok, I got it to safe boot on bothe El Capiton iOs and everything worked fine.  I installed Sierra iOS and my mouse pointer disappeared on both regular boot and safe boot.  have to use time machine to get my computer back.  Any other ideas?

     

    Thanks

    Randy

  • by BDAqua,

    BDAqua BDAqua Oct 14, 2016 4:41 PM in response to Usafret05
    Level 10 (123,860 points)
    Oct 14, 2016 4:41 PM in response to Usafret05

    Hmmm, if mouse works in Restore Partition with CMD+r keys, or alt key boot, then I suspect...

     

    What all 3rd party extentions are you running?

     

    EtreCheck is a simple little app to display the important details of your system configuration and allow you to copy that information to the Clipboard. It is meant to be used with Apple Support Communities to help people help you with your Mac.

     

    http://www.etresoft.com/etrecheck

     

    Assuming you get it restored.

  • by Usafret05,

    Usafret05 Usafret05 Oct 15, 2016 9:37 AM in response to BDAqua
    Level 1 (4 points)
    Desktops
    Oct 15, 2016 9:37 AM in response to BDAqua

    Theis is from the program.  I have removed the adware.

    EtreCheck version: 3.0.6 (315)

    Report generated 2016-10-15 12:13:04

    Download EtreCheck from https://etrecheck.com

    Runtime 2:55

    Performance: Excellent

     

    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: Other problem

    Description:

    when upgrading Mouse disappears

     

    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 one day

     

    Disk Information: ⓘ

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

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) /  [Startup]: 999.35 GB (928.10 GB free)

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

     

    USB Information: ⓘ

        Samsung P3 Portable Samsung P3 Portable 500.11 GB

            EFI (disk1s1) <not mounted> : 210 MB

            Boot OS X (disk1s3) <not mounted> : 134 MB

            SAMSUNG (disk2) /Volumes/SAMSUNG : 499.39 GB (288.75 GB free)

                Encrypted AES-XTS Unlocked

                Core Storage: disk1s2 499.76 GB Online

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Logitech USB Receiver

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Mac App Store and identified developers

     

    Adware: ⓘ

        /Library/LaunchDaemons/com.HotShoppy.agent.plist

        /Library/LaunchDaemons/com.MacUpdater.agent.plist

        2 adware files found. [Remove]

     

    Kernel Extensions: ⓘ

            /Library/Extensions

        [loaded]    com.symantec.internetSecurity.kext (7.2.1 - SDK 10.11 - 2016-10-07) [Support]

        [loaded]    com.symantec.ips.kext (7.2.1 - SDK 10.11 - 2016-10-07) [Support]

        [loaded]    com.symantec.nfm.kext (7.2.1 - SDK 10.11 - 2016-10-07) [Support]

     

            ~/Downloads/LCC Installer-2.app

        [not loaded]    com.Logitech.Control Center.HID Driver (3.9.0 - SDK 10.8 - 2015-09-18) [Support]

        [not loaded]    com.Logitech.Unifying.HID Driver (1.3.1 - SDK 10.8 - 2015-09-18) [Support]

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    146 Apple tasks

        [running]    86 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    47 Apple tasks

        [loaded]    147 Apple tasks

        [running]    96 Apple tasks

     

    Launch Agents: ⓘ

        [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (2016-10-14) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-07-13) [Support]

        [failed]    com.symantec.errorreporter-periodicagent.NFM.plist (2016-03-20) [Support]

        [running]    com.symantec.uiagent.application.NFM.plist (2016-01-20) [Support]

        [not loaded]    com.teamviewer.teamviewer.plist (2016-09-30) [Support]

        [not loaded]    com.teamviewer.teamviewer_desktop.plist (2016-09-30) [Support]

     

    Launch Daemons: ⓘ

        [failed]    com.HotShoppy.agent.plist (2016-09-09) Adware!  [Remove]

        [failed]    com.MacUpdater.agent.plist (2016-09-09) Adware!  [Remove]

        [running]    com.adobe.ARMDC.Communicator.plist (2016-10-14) [Support]

        [failed]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-10-14) [Support]

        [loaded]    com.adobe.fpsaud.plist (2016-09-23) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-09-02) [Support]

        [loaded]    com.microsoft.autoupdate.helpertool.plist (2016-08-03) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2015-05-15) [Support]

        [loaded]    com.microsoft.office.licensingV2.helper.plist (2015-09-11) [Support]

        [loaded]    com.symantec.SymLUHelper.NFM.plist (2016-01-20) [Support]

        [loaded]    com.symantec.UninstallerToolHelper.NFM.plist (2016-01-20) [Support]

        [running]    com.symantec.deepsight-extractor.NFM.plist (2016-01-20) [Support]

        [failed]    com.symantec.errorreporter-periodic.NFM.plist (2016-03-20) [Support]

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

        [running]    com.symantec.nfm.wps.plist (2016-01-20) [Support]

        [running]    com.symantec.sharedsettings.NFM.plist (2016-01-20) [Support]

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

        [running]    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]

        [loaded]    com.teamviewer.Helper.plist (2015-03-02) [Support]

        [not loaded]    com.teamviewer.teamviewer_service.plist (2016-09-30) [Support]

     

    User Login Items: ⓘ

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

        SpeechSynthesisServer    Application  (/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks /SpeechSynthesis.framework/Versions/A/SpeechSynthesisServer.app)

        Solar Service    Application  (~/Library/Application Support/Logitech/SolarService/Solar Service.app)

        glossary_unavailable.html    HTML document Hidden (/Applications/GarageBand.app/Contents/Resources/zh_TW.lproj/glossary_unavailab le.html)

        Norton Security    Application  (/Applications/Norton Security.app)

        navigation.json    Plain Text Document  (/Applications/Notes.app/Contents/Resources/Notes.help/Contents/Resources/da.lp roj/navigation.json)

        OneDrive Launcher    SMLoginItem  (/Applications/OneDrive.app/Contents/Library/LoginItems/OneDrive Launcher.app)

     

    Internet Plug-ins: ⓘ

        FlashPlayer-10.6: 23.0.0.185 - SDK 10.9 (2016-10-14) [Support]

        QuickTime Plugin: 7.7.3 (2016-07-19)

        AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-06) [Support]

        AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-06) [Support]

        Flash Player: 23.0.0.185 - SDK 10.9 (2016-10-14) [Support]

        Default Browser: 601 - SDK 10.11 (2016-07-19)

        SharePointBrowserPlugin: 14.5.8 - SDK 10.6 (2015-11-10) [Support]

     

    Safari Extensions: ⓘ

        Norton Security - Symantec Corporation - http://www.norton.com/mac (2016-10-02)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-09-23) [Support]

     

    Time Machine: ⓘ

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 999.35 GB Disk used: 71.25 GB

        Destinations:

            SAMSUNG [Local]

            Total size: 499.39 GB

            Total number of backups: 11

            Oldest backup: 10/1/16, 8:25 AM

            Last backup: 10/15/16, 12:04 PM

            Size of backup disk: Adequate

                Backup size 499.39 GB > (Disk used 71.25 GB X 3)

     

    Top Processes by CPU: ⓘ

             9%    mdworker(10)

             4%    WindowServer

             3%    kernel_task

             1%    fontd

             0%    NFMWps

     

    Top Processes by Memory: ⓘ

        811 MB    kernel_task

        385 MB    com.apple.WebKit.WebContent(2)

        385 MB    mdworker(10)

        270 MB    NFMWps

        188 MB    mds_stores

     

    Virtual Memory Information: ⓘ

        178 MB    Free RAM

        7.82 GB    Used RAM (2.00 GB Cached)

        53 MB    Swap Used

     

    Diagnostics Information: ⓘ

        Oct 14, 2016, 06:01:46 PM    /Library/Logs/DiagnosticReports/SymDaemon_2016-10-14-180146_[redacted].crash

            /Library/Application Support/Symantec/*/SymDaemon.bundle/Contents/MacOS/SymDaemon

        Oct 14, 2016, 05:08:12 PM    Self test - passed

  • by BDAqua,

    BDAqua BDAqua Oct 15, 2016 10:03 AM in response to Usafret05
    Level 10 (123,860 points)
    Oct 15, 2016 10:03 AM in response to Usafret05

    Have you removed that adware yet?

     

    I would also uninstall Symantec/Norton.

  • by Usafret05,

    Usafret05 Usafret05 Oct 15, 2016 8:34 PM in response to BDAqua
    Level 1 (4 points)
    Desktops
    Oct 15, 2016 8:34 PM in response to BDAqua

    I removed the adware and ran a malware scan.  I removed Norton and reinstalled Sierra and still the mouse disappears.  I tried to use the voice over commands, I'm legally blind, and could not run the program I did before.  It seems like I can not run an application.  If I hit enter it allows me to edit the name of the program and cmd option space and it brings up finder even it the program is highlighted.  I have none of this problems with El Capitan.  I was looking forward to using  Siri.

  • by John Galt,

    John Galt John Galt Oct 15, 2016 10:10 PM in response to Usafret05
    Level 9 (50,379 points)
    Mac OS X
    Oct 15, 2016 10:10 PM in response to Usafret05

    Rule 1 of Macs is don't install garbage.

     

    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