Macbook freezes often since a month of two

Question

Macbook freezes often since a month of two

I use my macbook pro fulltime, on school with the adobe programs and at home i like to play the sims and edit video's but since a month of two she often completely freezes with Adobe Indesign and Adobe Illustrator its not that i do something weird when it happens, but the laptop completely freezes, audio does keep going but the mouse is gone. things like the sims or rendering videos is no problem. 150gb of the 250gb is in use. it usually happens once a week. I want to buy an external harddisk to put stuff into, but i am not sure or its gonna help. Could it? Or is it a better idea to contact Adobe? Or should i let a expert have a look?

Greetings,

Wendy

MacBook Pro TouchBar and Touch ID, macOS High Sierra (10.13.3), 13 inch

Posted on Mar 5, 2018 10:31 AM

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Answer 1

Kappy

Level 10

361,741 points

Mar 5, 2018 10:41 AM in response to WendyNetherlands

Use Activity Monitor to Kill Runaway Processes

Use Activity Monitor on your Mac

Runaway applications can shorten battery runtime, affect performance, and increase heat and fan activity.

Be sure you haven't misbehaved processes running. If the problem is caused by a defect in your system then the following may help identify that. However, if the problem is related to your Adobe and gaming software, then you need to contact their tech support for help. Be sure you have the most recent versions of those apps. See App Compatibility Table - RoaringApps.

A Troubleshooting Protocol to Identify Problems or Fix macOS El Capitan or Later

You should try each, one at a time, then test to see if the problem is fixed before going on to the next.

Be sure to backup your files before proceeding if possible.

Shutdown the computer, wait 30 seconds, restart the computer.
Disconnect all third-party peripherals and remove any support software like drivers and plug-ins.
Resetting your Mac’s PRAM and NVRAM
Reset the System Management Controller (SMC)
Start the computer in Safe Mode, then restart normally. This is slower than a standard startup.
Repair the disk by booting from the Recovery HD. Immediately after the chime hold down the Command and R keys until the Utility Menu appears. Choose Disk Utility and click on the Continue button. Select the indented (usually, Macintosh HD) volume entry from the side list. Click on the First Aid button in the toolbar. Wait for the Done button to appear. Quit Disk Utility and return to the Utility Menu. Restart the computer from the Apple Menu.
Create a New User Account Open Users & Groups preferences. Click on the lock icon and enter your Admin password when prompted. On the left under Current User click on the Add [+] button under Login Options. Setup a new Admin user account. Upon completion log out of your current account then log into the new account. If your problems cease, then consider switching to the new account and transferring your files to it - Transferring files from one User Account to another.
Download and install the OS X El Capitan 10.11.6 Combo Update or 10.12.6 Combo Update or Download macOS High Sierra 10.13.3 Combo Update as needed.
Reinstall OS X by booting from the Recovery HD using the Command and R keys. When the Utility Menu appears select Reinstall OS X then click on the Continue button.
Erase and Install OS X Restart the computer. Immediately after the chime hold down the Command and R keys until the Apple logo appears. When the Utility Menu appears:

Select Disk Utility from the Utility Menu and click on Continue button.

When Disk Utility loads select the drive (out-dented entry) from the Device list.

Click on the Erase icon in Disk Utility's toolbar. A panel will drop down.

Set the Format type to APFS (for SSDs only) or Mac OS Extended (Journaled.)

Click on the Apply button, then wait for the Done button to activate and click on it.

Quit Disk Utility and return to the Utility Menu.

Select Reinstall OS X and click on the Continue button.

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Answer 2

JimmyCMPIT

Level 7

29,217 points

Mar 5, 2018 10:39 AM in response to WendyNetherlands

Unless you are running Adobe Creative Cloud you are running incompatible software and neither Adobe nor Apple can assist. If you are running Creative Cloud update it to the latest version if you have not done so already.

The issue with freezing can have a multitude of causes both software and/or hardware.

For futher analysis you may post an Etrecheck report. The link is http://www.etrecheck.com

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Answer 3

Mar 5, 2018 10:55 AM in response to JimmyCMPIT

EtreCheck version: 4.1 (4A162)

Report generated: 2018-03-05 19:46:48

Download EtreCheck from https://etrecheck.com

Runtime: 4:04

Performance: Good

Problem: Apps are crashing

Description:

Computer freezes when usage Adobe Indesign or Adobe Ilustrator

Major Issues:

Anything that appears on this list needs immediate attention.

No Time Machine backup - Time Machine backup not found.

Minor Issues:

These issues do not need immediate attention but they may indicate future problems.

Unsigned files - There is unsigned software installed. It appears to be legitimate but should be reviewed.

32-bit Apps - This machine has 32-bits apps that may have problems in the future.

Hardware Information:

MacBook Pro (13-inch, 2016, Four Thunderbolt 3 Ports)

MacBook Pro Model: MacBookPro13,2

1 2,9 GHz Intel Core i5 (i5-6267U) CPU: 2-core

8 RAM Not upgradeable

BANK 0/DIMM0

4 GB LPDDR3 2133 ok

BANK 1/DIMM0

4 GB LPDDR3 2133 ok

Battery: Health = Normal - Cycle count = 261

Video Information:

Intel Iris Graphics 550 - VRAM: 1536 MB

Color LCD 2880 x 1800

Drives:

disk0 - APPLE SSD AP0256J 251.00 GB (Solid State - TRIM: Yes)

Internal PCI-Express 8.0 GT/s x4 NVM Express

disk0s1 - EFI [EFI] 315 MB

disk0s2 250.69 GB

disk1s1 - Macintosh HD (APFS) 250.69 GB 142.89 GB

disk1s2 - Preboot (APFS) [APFS Preboot] 250.69 GB 22 MB

disk1s3 - Recovery (APFS) [Recovery] 250.69 GB 510 MB

disk1s4 - VM (APFS) [APFS VM] 250.69 GB 3.22 GB

Mounted Volumes:

disk1s1 - Macintosh HD 250.69 GB (103.90 GB free)

APFS

Mount point: /

Encrypted

disk1s4 - VM [APFS VM] 250.69 GB (103.90 GB free)

APFS

Mount point: /private/var/vm

Network:

Interface lpss-serial1: LPSS Serial Adapter (1)

Interface lpss-serial2: LPSS Serial Adapter (2)

Interface en8: USB 10/100/1000 LAN

Interface en7: iPhone

Interface en0: Wi-Fi

802.11 a/b/g/n/ac

One IPv4 address

Interface en6: Bluetooth PAN

Interface bridge0: Thunderbolt Bridge

iCloud Quota: 1.20 GB available

System Software:

macOS High Sierra 10.13.3 (17D102)

Time since boot: About 9 hours

System Load: 1.57 (1 min ago) 1.58 (5 min ago) 1.58 (15 min ago)

Security:

System	Status
Gatekeeper	Mac App Store and identified developers
System Integrity Protection	Enabled

Unsigned Files:

Launchd: /Library/LaunchAgents/com.wacom.DataStoreMgr.plist

Executable: /Library/PrivilegedHelperTools/com.wacom.DataStoreMgr.app/Contents/MacOS/com.wa com.DataStoreMgr

Details: Exact match found in the whitelist - probably OK

32-bit Applications:

Name	Version
COCM_1_0_32	3.9.5.353
SA Color Finesse 3 UI	3.0.15(314)
Adobe After Effects Render Engine
Adobe Application Manager	10.0.0.49
COMP_1_1_32	4.0.0.185
CINEMA 4D QT Agent	1.0
adobe_licutil	10.0.0.208
IDSN_13_0_1	4.3.0.256
CORG_1_1_32	4.3.0.256
CDEC_1_0_0	4.0.0.185
ILST_22_0_1	4.3.0.256
CORE_1_0_32	3.9.5.353
Dvd-speler	5.8
COPS_1_0_32	3.9.5.353
AAMLauncherUtil	10.0.0.49
MaterialUninstaller	1.0.6
AAM Registration Notifier	10.0.0.194
Adobe Flash Player Install Manager	28.0.0.161
quicklookd32	5.0
KFNT_1_0_0	3.9.5.353
FLPR_16_5	4.1.1.202
AAM Updates Notifier	9.0.0.281
InkServer	10.9
Android File Transfer	1.0

Kernel Extensions:

/Library/Extensions

[Not Loaded] FTDIKext.kext (Wacom Technology Corp., 1.0 - SDK 10.12)

[Not Loaded] Wacom Tablet.kext (Wacom Technology Corp., Wacom Tablet 6.3.25-2 - SDK 10.12)

System Launch Agents:

[Not Loaded]	7 Apple tasks
[Loaded]	153 Apple tasks
[Running]	130 Apple tasks

System Launch Daemons:

[Not Loaded]	35 Apple tasks
[Loaded]	172 Apple tasks
[Running]	124 Apple tasks

Launch Agents:

[Running]	com.adobe.AdobeCreativeCloud.plist (Adobe Systems, Inc. - installed 2018-02-19)
[Loaded]	com.microsoft.update.agent.plist (Microsoft Corporation - installed 2018-01-25)
[Running]	com.wacom.DataStoreMgr.plist (? c4053da4 - installed 2017-10-05)
[Not Loaded]	com.adobe.AAM.Updater-1.0.plist (? ffb65062 - installed 2018-02-24)
[Running]	com.wacom.wacomtablet.plist (Wacom Technology Corp. - installed 2017-10-05)
[Loaded]	com.adobe.GC.Invoker-1.0.plist (Adobe Systems, Inc. - installed 2018-01-29)
[Other]	com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (Adobe Systems, Inc. - installed 2018-02-16)

Launch Daemons:

[Loaded]	com.adobe.ARMDC.SMJobBlessHelper.plist (Adobe Systems, Inc. - installed 2018-02-16)
[Loaded]	com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2018-01-25)
[Loaded]	com.apple.installer.osmessagetracing.plist (Apple, Inc. - installed 2018-02-17)
[Loaded]	com.wacom.displayhelper.plist (Apple, Inc. - installed 2018-01-19)
[Loaded]	com.adobe.acc.installer.plist (Adobe Systems, Inc. - installed 2018-02-19)
[Loaded]	com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2018-02-02)
[Running]	com.adobe.agsservice.plist (Adobe Systems, Inc. - installed 2018-01-29)
[Loaded]	com.adobe.ARMDC.Communicator.plist (Adobe Systems, Inc. - installed 2018-02-16)
[Loaded]	com.ea.origin.ESHelper.plist (EA Swiss Sarl - installed 2018-02-22)
[Loaded]	com.microsoft.office.licensingV2.helper.plist (Microsoft Corporation - installed 2016-08-17)
[Running]	com.wacom.UpdateHelper.plist (? 247c9951 - installed 2017-10-05)

User Launch Agents:

[Running]	com.spotify.webhelper.plist (Spotify - installed 2018-02-09)
[Loaded]	com.google.keystone.agent.plist (Google, Inc. - installed 2018-02-04)
[Loaded]	com.adobe.GC.Invoker-1.0.plist (Adobe Systems, Inc. - installed 2018-01-29)
[Loaded]	com.ea.origin.WebHelper.plist (EA Swiss Sarl - installed 2018-02-22)
[Loaded]	com.adobe.AAM.Updater-1.0.plist (? 0 - installed 2018-02-24)

User Login Items:

Mail Programma (Apple, Inc.

(/Applications/Mail.app)

AdobeResourceSynchronizer Programma (Adobe Systems, Inc.

(/Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/Helpers/AdobeResourceSynchronizer.app)

Internet Plug-ins:

AdobeAAMDetect: 3.0.0.0 (installed 2018-02-19)

FlashPlayer-10.6: 28.0.0.161 (installed 2018-02-06)

QuickTime Plugin: 7.7.3 (installed 2018-02-01)

AdobePDFViewerNPAPI: 17.012.20098 (installed 2018-02-24)

AdobePDFViewer: 18.011.20038 (installed 2018-02-24)

Flash Player: 28.0.0.161 (installed 2018-02-06)

PepperFlashPlayer: 28.0.0.161 (installed 2018-02-06)

Safari Extensions:

AdBlock.safariextz - BetaFish, Inc. - https://getadblock.com (installed 2017-01-11)

Search Manager.safariextz - New Media Holdings - http://www.yahoo.com (installed 2018-01-31)

3rd Party Preference Panes:

Flash Player (installed 2018-02-02)

WacomTablet (installed 2017-10-05)

Time Machine:

Time Machine Not Configured!

Top Processes by CPU:

Process (count)	Source	% of CPU
AddressBookSourceSync (2)	Apple	16
WindowServer	Apple	11
kernel_task	Apple	4
Adobe CEF Helper (2)	Adobe Systems, Inc.	2
Creative Cloud	Adobe Systems, Inc.	1

Top Processes by Memory:

Process (count)	Source	RAM usage
com.apple.WebKit.WebContent (16)	Apple	1.40 GB
kernel_task	Apple	977 MB
Safari	Apple	346 MB
mdworker (10)	Apple	251 MB
Spotify Helper (3)	Spotify	248 MB

Top Processes by Network Use:

Process	Source	Input	Output
Spotify	Spotify	99 MB	569 KB
Mail	Apple, Inc.	8 MB	151 KB
mDNSResponder	Apple	683 KB	216 KB
com.apple.WebKit.Networking	Apple	138 KB	284 KB
biometrickitd	Apple	68 KB	108 KB

Top Processes by Energy Use:

Process (count)	Source	Energy usage (0-100)
WindowServer	Apple	3
Adobe CEF Helper (2)	Adobe Systems, Inc.	1
Creative Cloud	Adobe Systems, Inc.	0
Spotify	Spotify	0
Core Sync	Adobe Systems, Inc.	0

Virtual Memory Information:

Available RAM	1.45 GB
Free RAM	27 MB
Used RAM	6.55 GB
Cached files	1.43 GB
Swap Used	486 MB

Diagnostics Information (past 7 days):

2018-03-05 19:19:04 com.apple.WebKit.Databases CPU

2018-03-05 09:32:26 CalendarAgent Crash

2018-02-27 07:19:27 AAM Updates Notifier.app Crash

End of report

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Answer 4

Mar 5, 2018 10:40 AM in response to JimmyCMPIT

Thank you for your answer!

I will check the link out!

But i do use the Adobe Creative Cloud app and made sure that everything is up to date 🙂.

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Answer 5

JimmyCMPIT

Level 7

29,217 points

Mar 5, 2018 11:10 AM in response to WendyNetherlands

Make sure your Wacom driver works with the OS you are using it in, check their site and follow Kappy's advice.

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Macbook freezes often since a month of two

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