I have been asked to send a data capture file to Apple. I have filled in the details and dragged the finished file onto the submission form, however, it always freezes at around 32-37% and progresses no further. It is a 65.8 MB file, but as Apple has asked for it, and it only has default information and MacOS Mail information I do not understand why it will not complete. Any ideas please?
iMac, macOS Sierra (10.12), Mid 2011 iMac 21.5
Yes, I did. Otherwise there would not be a data capture file. I have an ongoing support issue with Apple after the last Sierra upgrade left me with empty folders beneath "on my mac"in Mail. So, a 100 folders or so with no content. I could not back up from the external drive as I have Thunderbird on my iMac and could not afford to lose recent emails from there. Apple would not help and so I ended up doing individual Time Machine restores for each folder which was laborious and time consuming. I then contacted Apple support again and asked for senior techie help and we have rebuilt the m-boxs, but it leaves com.apple.Mail.Backups at the bottom of the folders with all the restored folder titles. Apple then sent me a data capture along with another email with the case number and link to sending in the completed file. However it will only advance along the task bar 32-37% before it freezes for good. I have tried this half a dozen times now including Zipping the file which does not make any difference.
In safe mode when I clicked on the link it came up with after all the signing in as "link expired" although, it's a 7 day link that i was sent on Friday (yesterday). Went back into normal and same result. So, all in all as Apple are part time I cannot talk to them until Monday.
It might not show anything, but try running this program in your normal user account, 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. Click “Share Report” button in the toolbar, select “Copy Report” and then paste into a reply. This will show what is running on your computer. No personal information is shown. You can run the report for free at least once, but if you run it several times, at some point it will ask you to pay a license fee.
EtreCheck version: 4.2.1 (4C015)
Report generated: 2018-04-14 17:37:10
Download EtreCheck from https://etrecheck.com
Runtime: 4:10
Performance: Good
Problem: No problem - just checking
Major Issues:
Anything that appears on this list needs immediate attention.
Hardware failure- Your machine shut down due to a hardware failure.
Minor Issues:
These issues do not need immediate attention but they may indicate future problems.
Unsigned files- There is unsigned software installed. They appear 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:
iMac (21.5-inch, Mid 2011)
iMac Model: iMac12,1
1 2.5 GHz Intel Core i5 (i5-2400S) CPU: 4-core
8 GB RAMUpgradeable
BANK 0/DIMM0 - 2 GB DDR3 1333 ok
BANK 1/DIMM0 - 2 GB DDR3 1333 ok
BANK 0/DIMM1 - 2 GB DDR3 1333 ok
BANK 1/DIMM1 - 2 GB DDR3 1333 ok
Video Information:
AMD Radeon HD 6750M - VRAM: 512 MB
iMac 1920 x 1080
Drives:
disk0 - WDC WD5000AAKS-402AA0 500.11 GB (Mechanical)
Internal SATA 3 Gigabit Serial ATA
disk0s1 - EFI (MS-DOS FAT32) [EFI] 210 MB
disk0s2 - S****a (Journaled HFS+) 499.25 GB
disk0s3 - Recovery HD () [Recovery] 650 MB
disk1 - Western Digital My Passport 0740 1.00 TB
External USB 480 Mbit/s
disk1s1 - EFI (MS-DOS FAT32) [EFI] 210 MB
disk1s2 - T******************s (Journaled HFS+) 999.83 GB
Mounted Volumes:
disk0s2 - S****a 499.25 GB (357.33 GB free)
Journaled HFS+
Mount point: /
disk1s2 - T******************s 999.83 GB (858.42 GB free)
Journaled HFS+
Mount point: /Volumes/T******************s
Network:
Interface en0: Ethernet
Interface fw0: FireWire
Interface en1: Wi-Fi
802.11 a/b/g/n
One IPv4 address
Interface en3: Bluetooth PAN
Interface bridge0: Thunderbolt Bridge
System Software:
macOS High Sierra 10.13.4 (17E199)
Time since boot: Less than an hour
System Load: 1.44 (1 min ago) 1.51 (5 min ago) 1.06 (15 min ago)
Security:
| System | Status |
|---|---|
| Gatekeeper | Mac App Store and identified developers |
| System Integrity Protection | Enabled |
Unsigned Files:
Launchd: /Library/LaunchAgents/com.oracle.java.Java-Updater.plist
Executable: /Library/Internet Plug-Ins/JavaAppletPlugin.plugin/Contents/Resources/Java Updater.app/Contents/MacOS/Java Updater -bgcheck
Details: Exact match found in the whitelist - probably OK
Launchd: /Library/LaunchDaemons/com.oracle.java.Helper-Tool.plist
Executable: /Library/Internet Plug-Ins/JavaAppletPlugin.plugin/Contents/Resources/Helper-Tool
Details: Exact match found in the whitelist - probably OK
32-bit Applications:
49 32-bit apps
Kernel Extensions:
/Applications/Smart Switch/SmartSwitch.app
[Not Loaded] ssudmdmcontrol.kext (DEVGURU Co., Ltd., 1.4.45 - SDK 10.6)
[Not Loaded] ssudmdmdata.kext (DEVGURU Co., Ltd., 1.4.45 - SDK 10.6)
[Not Loaded] ssuddrv.kext (DEVGURU Co., Ltd., 1.4.45 - SDK 10.6)
[Not Loaded] ssudmtp.kext (DEVGURU Co., Ltd., 1.4.45 - SDK 10.5)
[Not Loaded] ssudserial.kext (DEVGURU Co., Ltd., 1.4.45 - SDK 10.6)
[Not Loaded] ssdumdrv.kext (Samsung Electronics, 1.3)
/Library/Extensions
[Loaded] MB_MBAM_Protection.kext (Malwarebytes Corporation, 3.2 - SDK 10.13)
/System/Library/Extensions
[Not Loaded] UsbEthernetGadget.kext (1.0.0d1)
System Launch Agents:
| [Not Loaded] | 8 Apple tasks |
| [Loaded] | 184 Apple tasks |
| [Running] | 100 Apple tasks |
| [Other] | One Apple task |
System Launch Daemons:
| [Not Loaded] | 35 Apple tasks |
| [Loaded] | 193 Apple tasks |
| [Running] | 107 Apple tasks |
| [Other] | One Apple task |
Launch Agents:
| [Running] | com.trusteer.rapport.rapportd.plist (Trusteer LTD - installed 2018-02-21) |
| [Loaded] | com.oracle.java.Java-Updater.plist (? 7c49f67a - installed 2017-07-12) |
| [Other] | com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (Adobe Systems, Inc. - installed 2018-02-15) |
| [Running] | com.malwarebytes.mbam.frontend.agent.plist (Malwarebytes Corporation - installed 2018-02-26) |
Launch Daemons:
| [Loaded] | com.adobe.ARMDC.SMJobBlessHelper.plist (Adobe Systems, Inc. - installed 2018-02-15) |
| [Running] | com.trusteer.rooks.rooksd.plist (Trusteer LTD - installed 2018-02-21) |
| [Running] | com.malwarebytes.mbam.settings.daemon.plist (Malwarebytes Corporation - installed 2018-02-26) |
| [Loaded] | com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2017-04-14) |
| [Loaded] | com.timesoftware.timemachineeditor.helper.plist (? e9f725e - installed 2015-09-09) |
| [Loaded] | com.malwarebytes.HelperTool.plist (Malwarebytes Corporation - installed 2017-12-10) |
| [Running] | com.malwarebytes.mbam.rtprotection.daemon.plist (Malwarebytes Corporation - installed 2018-02-26) |
| [Loaded] | com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2018-03-27) |
| [Loaded] | com.oracle.java.Helper-Tool.plist (? e3fefdd2 - installed 2017-07-12) |
| [Loaded] | com.adobe.ARMDC.Communicator.plist (Adobe Systems, Inc. - installed 2018-02-15) |
User Launch Agents:
| [Loaded] | com.dropbox.DropboxMacUpdate.agent.plist (Dropbox, Inc. - installed 2018-04-12) |
| [Loaded] | com.logmein.GoToMeeting.G2MUpdate.plist (Citrix Online LLC - installed 2017-12-09) |
| [Loaded] | com.citrixonline.GoToMeeting.G2MUpdate.plist (Citrix Online LLC - installed 2017-12-09) |
User Login Items:
iTunesHelper Application (Apple - installed 2018-03-30)
(/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)
KiesAgent Application (? - installed 2018-01-15)
(/Applications/Kies.app/Contents/MacOS/KiesAgent.app)
Dropbox Application (Dropbox, Inc.
(/Applications/Dropbox.app)
fuspredownloader Application (?
(/Users/***/Library/Application Support/.FUS/fuspredownloader.app)
fuspredownloader Application (?
(/Users/***/Library/Application Support/.FUS/fuspredownloader.app)
AirDroidHelper SMLoginItem (Sand Studio - installed 2018-03-08)
(/Applications/AirDroid.app/Contents/Library/LoginItems/AirDroidHelper.app)
Internet Plug-ins:
FlashPlayer-10.6: 29.0.0.140 (installed 2018-04-10)
QuickTime Plugin: 7.7.3 (installed 2018-04-07)
AdobePDFViewerNPAPI: 15.009.20069 (installed 2015-09-30)
AdobePDFViewer: 15.009.20069 (installed 2015-09-30)
Flash Player: 29.0.0.140 (installed 2018-04-10)
SharePointBrowserPlugin: 14.7.3 (installed 2017-04-14)
JavaAppletPlugin: Java 8 Update 141 build 15 (installed 2017-07-24)
User Internet Plug-ins:
CitrixOnlineWebDeploymentPlugin: 1.0.105 (installed 2013-04-26)
EMusic: EMusic 1.0.0 (installed 2016-02-07)
Safari Extensions:
| StartPage HTTPS.safariextz - Surfboard B.V. - https://startpage.com(installed 2018-02-01) |
3rd Party Preference Panes:
Flash Player (installed 2018-03-27)
Java (installed 2017-07-24)
MagicPrefs (installed 2016-01-20)
Trusteer Endpoint Protection (installed 2018-03-12)
Time Machine:
Skip System Files: No
Mobile backups: No
Auto backup: Yes
Volumes being backed up:
S****a: Disk size: 499.25 GB - Disk used: 141.91 GB
Destinations:
T******************s [Local] (Last used)
Total size: 999.83 GB
Total number of backups: 18
Oldest backup: 2018-04-13 01:04:09
Last backup: 2018-04-14 16:10:20
Top Processes by CPU:
| Process (count) | Source | % of CPU |
| com.apple.WebKit.WebContent (4) | Apple | 7 |
| WindowServer | Apple | 6 |
| kernel_task | Apple | 2 |
| Safari | Apple | 2 |
| KiesAgent | 1 |
Top Processes by Memory:
| Process (count) | Source | RAM usage |
| kernel_task | Apple | 775 MB |
| com.apple.WebKit.WebContent (5) | Apple | 751 MB |
| mdworker (22) | Apple | 460 MB |
| mds_stores | Apple | 314 MB |
| AirDroid | Sand Studio | 263 MB |
Top Processes by Network Use:
| Process | Source | Input | Output |
| com.apple.WebKit.Networking | Apple | 3 MB | 176 KB |
| Apple | 1 MB | 40 KB | |
| Dropbox | Dropbox, Inc. | 62 KB | 221 KB |
| mDNSResponder | Apple | 25 KB | 23 KB |
| KiesViaWiFiAgent | 10 KB | 0 B |
Top Processes by Energy Use:
| Process (count) | Source | Energy usage (0-100) |
| com.apple.WebKit.WebContent (5) | Apple | 6 |
| WindowServer | Apple | 2 |
| Safari | Apple | 2 |
| com.apple.WebKit.Networking (2) | Apple | 1 |
| hidd | Apple | 0 |
Virtual Memory Information:
| Available RAM | 3.63 GB |
| Free RAM | 22 MB |
| Used RAM | 4.37 GB |
| Cached files | 3.60 GB |
| Swap Used | 0 B |
Diagnostics Information (past 7 days):
2018-04-14 17:17:50 Last Shutdown Cause: -128 - Unknown (once)
2018-04-13 13:40:38 apple-scc-20180413-134015.app Crash (once)
2018-04-13 00:01:30 Firefox.app CPU (3 times)
2018-04-12 14:57:32 accountsd Crash (2 times)
*** Terminating app due to uncaught exception 'NSInvalidArgumentException', reason: '*** -[__NSPlaceholderDictionary initWithObjects:forKeys:count:]: attempt to insert nil object from objects[0]' terminating with uncaught exception of type NSException abort() called |
2018-04-12 10:27:38 apple-scc-20180412-102701.app Crash (once)
2018-04-10 01:08:15 Mail.app Hang (once)
End of report
Hello martin,
Try to make a copy of that file. Sometimes those capture files are created by an administrator process and have restrictive permissions on them. Then, when you attempt to upload as yourself, you don't have rights to read the file and the system locks up.
If you copy that file (as yourself), you should be prompted with administrator credentials to read the existing file and create a new copy that you own and can read. Then submit the copy.
This may be the problem as my upload speed is only 971 KBits/salthough, lots of people live in the countrside like I do so, how do they send data files to Apple? I will check with Apple on Monday. Thanks
"I have been asked to send a data capture file to Apple."
How do you know for sure it's from Apple?
Did you ask for assistance from Apple at some point?
Tried safe mode again and managed to drag ACCD file and send, but it only managed 32% and froze. Rebooted and tried in normal again and 34%.
I copied the ACCD_Martin_1.dmg and the loaded that and it made 44% before freezing so, no different I'm afraid.
Is it possible your upload speed is too slow—this would cause a timeout and abort.
Ok. I see it now and will remove it. Thanks.
Sending data capture files to Apple.
