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Question:

Question: Does anyone know what’s going on?

My 21.5-inch iMac freezes up/glitches everytime I stream and watch online videos on YouTube whether on Safari or Chrome. My computer doesn’t give me the option to click and restart by clicking the apple icon in the top left, it completely freezes. Also, by the cursor there is a black glitched out box that I cannot describe. My mouse is a HP wireless mouse that is hooked up on my computer (USB).


If anyone knows how I can solve this problem, please help.

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Mar 13, 2018 7:03 PM in response to jaylasmoore In response to jaylasmoore

Without some needed information, no one can help.


What Mac model/year?


Which Mac OS?


How much RAM is installed?


How much free space on your hard drive?


If you'd like you can download, run, and then copy the entire report result here - it'll show if there is something installed that may be causing the problem:


http://etrecheck.com/

Mar 13, 2018 7:03 PM

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Mar 14, 2018 9:47 AM in response to jaylasmoore In response to jaylasmoore

Etrecheck was developed by one of the most trusted contributors to these forums. It's a diagnostic tool that we all use and recommend, even Apple at times. We wouldn't recommend anything that might be dangerous or even questionable


User uploaded file

Mar 14, 2018 9:47 AM

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Mar 15, 2018 10:43 AM in response to babowa In response to babowa

Here is my report. From what I'm seeing, the report is showing that my computer has no problems, yet it freezes, crashes, and glitches when I stream media/vids on Youtube or Netflix.

EtreCheck version: 4.1.3 (4A188)

Report generated: 2018-03-15 12:37:48

Download EtreCheck from https://etrecheck.com

Runtime: 3:12

Performance: Good


Problem: Apps are crashing

Description:

Freezing and Glitching


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.


Vintage hardware - This machine may be considered vintage.

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


Hardware Information:

iMac (21.5-inch, Mid 2010) - Vintage!

iMac Model: iMac11,2

1 3.06 GHz Intel Core i3 (i3) CPU: 2-core

12 GB RAM Upgradeable

BANK 0/DIMM0

4 GB DDR3 1333 ok

BANK 1/DIMM0

4 GB DDR3 1333 ok

BANK 0/DIMM1

2 GB DDR3 1333 ok

BANK 1/DIMM1

2 GB DDR3 1333 ok


Video Information:

ATI Radeon HD 4670 - VRAM: 256 MB

iMac 1920 x 1080


Drives:

disk0 - WDC WD5000AAKS-40V6A0 500.11 GB (Mechanical)

Internal SATA 3 Gigabit Serial ATA

disk0s1 - EFI (MS-DOS FAT32) [EFI] 210 MB

disk0s2 - Macintosh HD (Journaled HFS+) 499.25 GB

disk0s3 - Recovery HD (Journaled HFS+) [Recovery] 650 MB


Mounted Volumes:

disk0s2 - Macintosh HD 499.25 GB (480.24 GB free)

Journaled HFS+

Mount point: /


Network:

Interface en0: Ethernet

Interface en3: iPhone

Interface fw0: FireWire

Interface en1: Wi-Fi

802.11 a/b/g/n

One IPv4 address

One IPv6 address

Interface en2: Bluetooth PAN

iCloud Quota: 159 MB available


System Software:

macOS High Sierra 10.13.3 (17D47)

Time since boot: Less than an hour

System Load: 5.06 (1 min ago) 4.82 (5 min ago) 2.31 (15 min ago)


Security:

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


32-bit Applications:

Name Version
InkServer 10.9
quicklookd32 5.0


System Launch Agents:

[Not Loaded] 8 Apple tasks
[Loaded] 165 Apple tasks
[Running] 117 Apple tasks


System Launch Daemons:

[Not Loaded] 36 Apple tasks
[Loaded] 176 Apple tasks
[Running] 119 Apple tasks


User Launch Agents:

[Loaded] com.spotify.webhelper.plist (Spotify - installed 2018-02-26)
[Loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2018-02-03)


User Login Items:

iTunesHelper Application (Apple, Inc. - installed 2018-03-07)

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


Internet Plug-ins:

QuickTime Plugin: 7.7.3 (installed 2018-01-19)


Safari Extensions:

Shoptagr.safariextz - Shoptagr - http://www.shoptagr.com/ (installed 2018-03-08)


Time Machine:

Time Machine Not Configured!


Top Processes by CPU:

Process (count) Source % of CPU
sandboxd Apple 15
WindowServer Apple 4
kernel_task Apple 1
launchd Apple 0
trustd (4) Apple 0


Top Processes by Memory:

Process (count) Source RAM usage
kernel_task Apple 768 MB
softwareupdated Apple 644 MB
com.apple.WebKit.WebContent (4) Apple 490 MB
mdworker (19) Apple 410 MB
Mail Apple 161 MB


Top Processes by Network Use:

Process Source Input Output
Mail Apple 21 MB 18 KB
apsd Apple 411 KB 97 KB
com.apple.WebKit.Networking Apple 402 KB 51 KB
mDNSResponder Apple 17 KB 13 KB
com.apple.Safari.SearchHelper Apple 2 KB 1 KB


Top Processes by Energy Use:

Process (count) Source Energy usage (0-100)
WindowServer Apple 3
launchd Apple 0
opendirectoryd Apple 0
Safari Apple 0
Google Chrome Helper Google, Inc. 0


Virtual Memory Information:

Available RAM 7.69 GB
Free RAM 4.44 GB
Used RAM 4.31 GB
Cached files 3.25 GB
Swap Used 0 B


Diagnostics Information (past 7 days):

2018-03-15 12:28:43 Last Shutdown Cause: 0 - Power loss (once)

2018-03-12 15:51:25 Kernel Kernel Panic (once)

3rd Party Kernel Extensions: None


End of report

Mar 15, 2018 10:43 AM

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Mar 15, 2018 11:04 AM in response to jaylasmoore In response to jaylasmoore

Yes, there's none of the usual suspects listed.


Did the memory come with the computer or did you add it yourself? If yourself where did you get the modules? You might check to make sure they are all securely seated in their slots.


Do you have the disks that came with the computer? You will need them to run the Apple Hardware Tests. Otherwise you should make an appointment at the nearest Apple Genius bar for a free diagnostic. Since it's classified as vintage they won't be able to work on it but a local Apple Authorized Service Provider can. They can be found via https://locate.apple.com/


However, if it turns out you need to replace some expensive components you might be better served to get a new or refurbished Mac from Apple.

Mar 15, 2018 11:04 AM

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Mar 15, 2018 11:35 AM in response to jaylasmoore In response to jaylasmoore

I am wondering about the shut down due to a power loss on 3/15 and you had a kernel panic on 3/12.


It is a vintage product (7 years old) and you also have a slow 5400 rpm hard drive (30+% slower than the default 7200 rpm drive in 27" iMacs). Even though you appear to have enough RAM (do check as suggested), running the latest OS on a vintage machine will never result in a completely satisfactory experience. It will help not to stress the processor, etc. by only having one thing open at a time and quitting it before you open another, especially when streaming (which requires a lot of resources).

Mar 15, 2018 11:35 AM

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Mar 15, 2018 5:41 PM in response to jaylasmoore In response to jaylasmoore

My guess is a Failing hard drive. This won’t necessarily show in an EtreCheck report. I see no evidence you back up this computer though which is alarmin (no Time Machine backup) so that would be the first thing to do. Then take it to your local Apple Authorized Service Provider to have it professionally diagnosed & repaired.

Mar 15, 2018 5:41 PM

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Question: Does anyone know what’s going on?