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Question: Upgraded to 10.10.5 and now shutting down when accessing USB external drive

I'm a graphic designer using a MacBook Pro plugged into a 27" Thunderbolt monitor with Adobe CS6 software installed on my laptop. All my data is stored on WD external drives. Until I upgraded to 10.10.5 I never had a problem. Now every time I am accessing data from the WD drive the screen locks up, the spinning wheel appears on my laptop screen and the computer just totally shuts off. No warning, no error message…just literally shuts off.


When I reboot everything I had open reopens exactly to where I was at. All windows open. So I save my work and start closing programs. Without fail, Suitcase Fusion 6, Photoshop, InDesign and Firefox will say "Force Quit". I close all windows, shut down, wait a few minutes and restart. Reopen my software and proceed to work.


There is no rhyme or reason, or consistent length of time before my laptop shuts off again.


I have had my MAC expert come to my home (I freelance and work from home) and we have been able to recreate the problem. After thoroughly checking out all my hardware, software and laptop his conclusion was that it's a bug in the 10.10.5 upgrade that is conflicting with the USB connection. His suggestion was to copy the folder I am working with to the desktop and then put it back on the external drive when I am finished. This just isn't possible as I need to continuously access the external drive for graphic images, text, etc.


Has anyone else experienced this problem? If so, were you able to fix it?


Both Apple and Adobe suggested I upgrade to High Sierra. High Sierra isn't compatible with CS6 so I would have to subscribe to Adobe's CC software at $50.00 a month. Also, my laptop is an early 2013 and I'm not crazy about putting High Sierra on it which would mean a 'new' laptop.


Dang. But this is a miserable mess.

MacBook Pro (Retina, 15-inch, Early 2013), OS X Yosemite (10.10.5), 2.7 GHz Intel Core i7, 16 GB 1600 M

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Question marked as Helpful

Nov 19, 2017 12:13 PM in response to Diane Thomas In response to Diane Thomas

It may be a software conflict.


Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.


Isolating an issue by using another user account


If the problem is still there, try booting into the Safe Mode using your normal account. Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer or by using the developer’s uninstall instructions. For each disable/delete, you will need to restart if you don't do them all at once.


Safe Mode - About


Safe Mode - Yosemite


If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information

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Question marked as Helpful

Nov 19, 2017 12:13 PM in response to Diane Thomas In response to Diane Thomas

It may be a software conflict.


Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.


Isolating an issue by using another user account


If the problem is still there, try booting into the Safe Mode using your normal account. Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer or by using the developer’s uninstall instructions. For each disable/delete, you will need to restart if you don't do them all at once.


Safe Mode - About


Safe Mode - Yosemite


If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information

Nov 19, 2017 12:13 PM

Reply Helpful (1)

Nov 19, 2017 12:18 PM in response to Eric Root In response to Eric Root

Thank you Eric for your speedy response.


Apparently I failed to note that I have been running Yosemite for quite some time. It may have been loaded when I purchased this laptop (refurbished) in 2014. I kept up with the updates and it wasn't until the final one (10.10.5) that this problem started.

Nov 19, 2017 12:18 PM

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Nov 19, 2017 4:03 PM in response to Diane Thomas In response to Diane Thomas

Hardware does fail over time. It could be the external disk, or it could even be the USB cable itself.


It could also be some 3rd party software that interacts with file systems, and when you installed 10.10.5, that 3rd party software got caught with its fingers in the cookie jar (that is to say, there is 3rd party software that sometimes uses undocumented interfaces or just plan touches internal operating structures and when new version of the operating system kernel is installed, things have changed, but the 3rd party software doesn't know, it and keeps on doing what it did before, only to have this cause a kernel panic.


Anti-virus software is notorious for doing this.


1)

Do you have kernel panic reports?

Kernel Panic reports: Finder -> Go -> Go to Folder -> /Library/Logs/DiagnosticReports

<http://support.apple.com/kb/ht2546>

<http://support.apple.com/en-us/HT200553>

The panic report should have "panic" in the file name.


If you do, please post a few of the most recent.


2)

You should also try an SMC reset and an NVRAM reset

<Reset the System Management Controller (SMC) on your Mac - Apple Support>

<How to reset NVRAM on your Mac - Apple Support>


3)

As Eric Root asked, Please post the EtreCheck output as a "Reply" to this thread

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

Use the EtreCheck "Share" button to "Copy Report" (See the image below)

User uploaded file

And then Paste in a "Reply" to this thread.

If, AND ONLY IF, you get the error:

"The message contains invalid characters"

then try posting to PasteBin.com, and give us a PasteBin URL link.

<http://pastebin.com/>

.

EtreCheck is a tool that helps Apple Support Community volunteers debug problems without any access to the troubled computers. Debugging problems can be a difficult task even when the machine is in front of you. Attempting it via a discussion forum is extremely difficult. EtreCheck is a great help that regards.

Nov 19, 2017 4:03 PM

Reply Helpful

Nov 20, 2017 10:15 AM in response to BobHarris In response to BobHarris

Sorry Bob, but I can't install EtreCheck. I get an error message telling me that it's not compatible with my version of OS X. Here is a copy of the report:


Last login: Mon Nov 20 09:26:31 on console

MacBook-Pro:~ Diane$ /var/folders/r4/vtldvyv94qjfsxd_6qnb2fdm0000gn/T/wzQL.bHaxZl/EtreCheck.app/Cont ents/MacOS/EtreCheck ; exit;

dyld: Library not loaded: @rpath/INPopoverController.framework/Versions/A/INPopoverController

Referenced from: /var/folders/r4/vtldvyv94qjfsxd_6qnb2fdm0000gn/T/wzQL.bHaxZl/EtreCheck.app/Cont ents/MacOS/EtreCheck

Reason: image not found

Trace/BPT trap: 5

logout


[Process completed]


And here is a screen shot of the error message:


User uploaded file


Also, your Item 1: There were no 'panics' in the Diagnostic Reports:


Adobe InDesign CS6_2017-10-25-150219_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-25-163142_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-25-212418_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-075555_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-092448_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-105717_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-132725_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-153835_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-26-164420_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-27-094815_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-27-105917_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-27-110304_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-27-112414_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-27-112423_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-27-112429_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-27-221124_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-27-221508_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-30-095311_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-30-205657_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-30-205911_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-31-111020_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-31-111148_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-31-122337_MacBook-Pro.spin

Adobe InDesign CS6_2017-10-31-124250_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-10-31-130507_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-03-201036_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-03-201048_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-03-202007_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-12-162257_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-12-162312_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-12-163156_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-12-163236_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-17-162311_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-17-174808_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-18-105123_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-18-124928_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-18-165849_MacBook-Pro.spin

Adobe InDesign CS6_2017-11-18-170257_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-19-103037_MacBook-Pro.wakeups_resource.diag

Adobe InDesign CS6_2017-11-20-093348_MacBook-Pro.spin

Adobe Photoshop CS6_2017-10-24-175642_MacBook-Pro.wakeups_resource.diag

Adobe Photoshop CS6_2017-11-17-111443_MacBook-Pro.wakeups_resource.diag

adobe_licutil_2017-10-24-105239_MacBook-Pro.spin

adobe_licutil_2017-10-30-205656_MacBook-Pro.spin

adobe_licutil_2017-10-31-111020_MacBook-Pro.spin

adobe_licutil_2017-10-31-112059_MacBook-Pro.spin

adobe_licutil_2017-10-31-122336_MacBook-Pro.spin

adobe_licutil_2017-11-03-201035_MacBook-Pro.spin

adobe_licutil_2017-11-18-124928_MacBook-Pro.spin

AdobeAcrobat_2017-10-24-162449_MacBook-Pro.spin

AdobeAcrobat_2017-10-24-162631_MacBook-Pro.spin

AdobeAcrobat_2017-11-15-100708_MacBook-Pro.spin

AdobeAcrobat_2017-11-19-125421_MacBook-Pro.spin

Chromecast_2017-10-29-191622_MacBook-Pro.spin

EPSON Scan_2017-10-30-130230_MacBook-Pro.spin

Finder_2017-10-26-153427_MacBook-Pro.spin

firefox_2017-11-02-151450_MacBook-Pro.cpu_resource.diag

firefox_2017-11-03-210358_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-05-174439_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-05-181319_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-06-113148_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-06-165350_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-06-165603_MacBook-Pro.cpu_resource.diag

firefox_2017-11-06-171517_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-06-175153_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-09-095434_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-09-103943_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-09-114728_MacBook-Pro.cpu_resource.diag

firefox_2017-11-09-115448_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-12-140113_MacBook-Pro.cpu_resource.diag

firefox_2017-11-12-173302_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-15-145914_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-15-172943_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-15-174047_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-15-181810_MacBook-Pro.wakeups_resource.diag

firefox_2017-11-18-140346_MacBook-Pro.wakeups_resource.diag

Installer_2017-10-27-121346_MacBook-Pro.spin

Keychain Access_2017-10-22-185508_MacBook-Pro.spin

mds_stores_2017-10-30-095030_MacBook-Pro.crash

mds_stores_2017-10-30-095034_MacBook-Pro.crash

Microsoft Word_2017-11-15-103539_MacBook-Pro.spin

OnyX_2017-10-31-120558_MacBook-Pro.spin

OnyX_2017-10-31-120816_MacBook-Pro.spin

OnyX_2017-11-05-173235_MacBook-Pro.spin

plugin-container_2017-10-24-184529_MacBook-Pro.wakeups_resource.diag

plugin-container_2017-10-25-115306_MacBook-Pro.wakeups_resource.diag

plugin-container_2017-10-25-120930_MacBook-Pro.wakeups_resource.diag

plugin-container_2017-10-26-193157_MacBook-Pro.wakeups_resource.diag

plugin-container_2017-10-27-233224_MacBook-Pro.wakeups_resource.diag

powerstats_2017-11-01-010007_MacBook-Pro.diag

powerstats_2017-11-01-010008_MacBook-Pro.diag

powerstats_2017-11-01-010011_MacBook-Pro.diag

powerstats_2017-11-01-010012_MacBook-Pro.diag

powerstats_2017-11-01-010013_MacBook-Pro.diag

powerstats_2017-11-01-010014_MacBook-Pro.diag

powerstats_2017-11-12-011159_MacBook-Pro.diag

powerstats_2017-11-12-011204_MacBook-Pro.diag

powerstats_2017-11-12-011205_MacBook-Pro.diag

powerstats_2017-11-12-011206_MacBook-Pro.diag

powerstats_2017-11-12-011206-1_MacBook-Pro.diag

powerstats_2017-11-12-011207_MacBook-Pro.diag

powerstats_2017-11-12-011212_MacBook-Pro.diag

powerstats_2017-11-12-011220_MacBook-Pro.diag

powerstats_2017-11-12-011220-1_MacBook-Pro.diag

powerstats_2017-11-12-011221_MacBook-Pro.diag

powerstats_2017-11-12-011225_MacBook-Pro.diag

powerstats_2017-11-12-011226_MacBook-Pro.diag

powerstats_2017-11-12-011227_MacBook-Pro.diag

powerstats_2017-11-12-011227-1_MacBook-Pro.diag

QuickBooks 2015_2017-10-30-163956_MacBook-Pro.spin

QuickBooks 2015_2017-11-09-104915_MacBook-Pro.spin


Item 2: Does not apply because I'm not experiencing any of those types of problems.


I'm at a total loss. 😟


Diane

Nov 20, 2017 10:15 AM

Reply Helpful

Nov 21, 2017 4:36 AM in response to Diane Thomas In response to Diane Thomas

Hello Diane,

Can you describe how you downloaded EtreCheck and how you are trying to run it?


That looks like Terminal output. It looks like EtreCheck is deep inside a temporary temporary folder and you are trying to manually run the executable. That's not going to work for EtreCheck or anything else. This has got to be the work of some 3rd party security software or something.


Just save EtreCheck to your Desktop and double-click the icon.

Nov 21, 2017 4:36 AM

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User profile for user: Diane Thomas

Question: Upgraded to 10.10.5 and now shutting down when accessing USB external drive