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User profile for user: mattdevincenzi
mattdevincenzi Author
User level: Level 1
13 points

Macbook Pro freezing during shutdown/restart

Hi there,

I have been experiencing an interesting new bug after updating to the latest version of High Sierra that came out a few days ago on my 2018 MacBook Pro (i9). Whenever I restart/shut down the machine, it will just freeze at a black screen with a cursor/white outline. This happens 100% of the time and I'm required to force shutdown the machine. I have tried a couple of different things to combat this:


  • I have attempted to shutdown/reboot via the command line and I get the message "shutdown: / is busy updating; waiting for lock"
  • When I boot into safe mode and restart, this issue does not exist.
  • I have cleared my login items on the account and it still persists.


My gut tells me that something I installed is incompatible with the latest update and is causing the system to hang when I restart/shut the machine down. Is there any way I can check what is causing the operation to freeze?

MacBook Pro (15-inch, 2018), macOS High Sierra (10.13.6)

Posted on Jul 28, 2018 9:18 AM

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User profile for user: leroydouglas
leroydouglas
Community+ 2024
User level: Level 10
183,636 points

Posted on Jul 28, 2018 10:23 AM

Unsigned Files:

Launchd: ~/Library/LaunchAgents/com.valvesoftware.steamclean.plist

Executable: ~/Library/Application Support/Steam/SteamApps/steamclean Public

Details: Exact match found in the whitelist - probably OK

Launchd: /Library/LaunchDaemons/com.valvesoftware.SteamInputKextCache.plist

Executable: /Library/Extensions/SteamInput.kext/Contents/Resources/KextCache.sh


Here is a guess—Steam. I would Try uninstalling this software, use the official uninstaller—check with their support if in doubt. and test.


Other suspect Adobe Desktop


Some programs/software have preference setting to launch at startup, independent of login items. Typically changes are made in Preferences;

you can see all running software with the command tab keys.


To trouble shoot further you can:


Try a SafeBoot https://support.apple.com/en-us/HT201262

Takes noticeable longer to get to the login screen as certain system caches, dynamic loader cache etc get cleared and

rebuilt. This test will tell you if third party interference; extensions etc are not loaded in safe boot mode.


Test issue in another user (or guest user) account https://support.apple.com/en-us/HT204443

This will tell you if it a universal issue or isolated to your user/admin account.

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User profile for user: leroydouglas
leroydouglas
Community+ 2024
User level: Level 10
183,636 points

Jul 28, 2018 10:23 AM in response to mattdevincenzi

Unsigned Files:

Launchd: ~/Library/LaunchAgents/com.valvesoftware.steamclean.plist

Executable: ~/Library/Application Support/Steam/SteamApps/steamclean Public

Details: Exact match found in the whitelist - probably OK

Launchd: /Library/LaunchDaemons/com.valvesoftware.SteamInputKextCache.plist

Executable: /Library/Extensions/SteamInput.kext/Contents/Resources/KextCache.sh


Here is a guess—Steam. I would Try uninstalling this software, use the official uninstaller—check with their support if in doubt. and test.


Other suspect Adobe Desktop


Some programs/software have preference setting to launch at startup, independent of login items. Typically changes are made in Preferences;

you can see all running software with the command tab keys.


To trouble shoot further you can:


Try a SafeBoot https://support.apple.com/en-us/HT201262

Takes noticeable longer to get to the login screen as certain system caches, dynamic loader cache etc get cleared and

rebuilt. This test will tell you if third party interference; extensions etc are not loaded in safe boot mode.


Test issue in another user (or guest user) account https://support.apple.com/en-us/HT204443

This will tell you if it a universal issue or isolated to your user/admin account.

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User profile for user: leroydouglas
leroydouglas
Community+ 2024
User level: Level 10
183,636 points

Jul 28, 2018 9:35 AM in response to mattdevincenzi

When I boot into safe mode and restart, this issue does not exist.


First remove any automatic Login items launch that you have:


>System Preferences>Users and Groups>Accounts>Login items

Use the - sign the highlite and remove.


Don't restart the last running items in general option when shutting down and restarting.


You can start adding them the apps back in, one at a time and test as you go.


you can also get a look at your system details using the http://etrecheck.com/

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User profile for user: mattdevincenzi
mattdevincenzi Author
User level: Level 1
13 points

Jul 28, 2018 9:45 AM in response to leroydouglas

I have removed all login items from my user on there and the issue persists.


Here is my EtreCheck report:


EtreCheck version: 4.3.6 (4D041)

Report generated: 2018-07-28 09:41:10

Download EtreCheck from https://etrecheck.com

Runtime: 2:09

Performance: Excellent


Problem: Other problem

Description:

Computer freezes during restart.


Major Issues:

Anything that appears on this list needs immediate attention.


No Time Machine backup- Time Machine backup not found.

Unsigned files- There are unsigned software installed that could be adware and should be reviewed.


Minor Issues:

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


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

Abnormal shutdown- Your machine shut down abnormally.


Hardware Information:

15" MacBook Pro with Thunderbolt 3 and Touch ID (Mid 2018)

MacBook Pro Model: MacBookPro15,1

1 2.9 GHz Intel Core i9 (i9-8950HK) CPU: 6-core

32 GB RAM - Not upgradeable

BANK 0/ChannelA-DIMM0 - 16 GB DDR4 2400 ok

BANK 2/ChannelB-DIMM0 - 16 GB DDR4 2400 ok

Battery: Health = Normal - Cycle count = 6


Video Information:

Intel UHD Graphics 630 - VRAM: 1536 MB

Color LCD

Radeon Pro 560X - VRAM: 4096 MB


Drives:

disk0 - APPLE SSD AP1024M 1.00 TB (Solid State - TRIM: Yes)

Internal PCI-Express 8.0 GT/s x4 NVM Express

disk0s1 - EFI [EFI] 315 MB

disk0s2 744.00 GB

disk1s1 - Macintosh HD (APFS) 744.00 GB (242.96 GB used)

disk1s2 - Preboot (APFS) [APFS Preboot] 744.00 GB (23 MB used)

disk1s3 - Recovery (APFS) [Recovery] 744.00 GB (516 MB used)

disk1s4 - VM (APFS) [APFS VM] 744.00 GB (1.07 GB used)

disk0s3 - B******P (NTFS) 256.24 GB


Mounted Volumes:

disk0s3 - B******P 256.24 GB (171.99 GB free)

NTFS

Mount point: /Volumes/B******P


disk1s1 - Macintosh HD 744.00 GB (499.25 GB free)

APFS

Mount point: /

Encrypted


disk1s4 - VM [APFS VM] 744.00 GB (499.25 GB free)

APFS

Mount point: /private/var/vm

Encrypted


Network:

Interface en7: Broadcom NetXtreme Gigabit Ethernet Controller

Interface en8: Thunderbolt Ethernet Slot 1

Interface fw0: Thunderbolt FireWire

Interface en0: Wi-Fi

802.11 a/b/g/n/ac

One IPv4 address

Interface en6: Bluetooth PAN

Interface bridge0: Thunderbolt Bridge

iCloud Quota: 38.84 GB available


System Software:

macOS High Sierra 10.13.6 (17G2208)

Time since boot: Less than an hour

System Load: 1.88 (1 min ago) 1.95 (5 min ago) 1.64 (15 min ago)


Security:

SystemStatus
GatekeeperMac App Store and identified developers
System Integrity ProtectionEnabled


Unsigned Files:

Launchd: ~/Library/LaunchAgents/com.valvesoftware.steamclean.plist

Executable: ~/Library/Application Support/Steam/SteamApps/steamclean Public

Details: Exact match found in the whitelist - probably OK

Launchd: /Library/LaunchDaemons/com.valvesoftware.SteamInputKextCache.plist

Executable: /Library/Extensions/SteamInput.kext/Contents/Resources/KextCache.sh


32-bit Applications:

14 32-bit apps


Kernel Extensions:

/Library/Extensions

[Loaded] EnergyDriver.kext (Intel Corporation Apps, 2.0 - SDK 10.13)

[Loaded] SteamInput.kext (Valve Corporation, 4357.73.42 - SDK 10.13)

[Not Loaded] SteamInput-DS4v1.kext (Valve Corporation, 4357.73.42 - SDK 10.9)


System Launch Agents:

[Not Loaded]8 Apple tasks
[Loaded]175 Apple tasks
[Running]111 Apple tasks


System Launch Daemons:

[Not Loaded]36 Apple tasks
[Loaded]177 Apple tasks
[Running]122 Apple tasks


Launch Agents:

[Loaded]com.adobe.AdobeCreativeCloud.plist (Adobe Systems, Inc. - installed 2018-07-14)
[Loaded]com.adobe.GC.Invoker-1.0.plist (Adobe Systems, Inc. - installed 2018-07-14)


Launch Daemons:

[Running]com.valvesoftware.SteamInputKextCache.plist (? 1906e5f - installed 2018-07-23)
[Loaded]com.apple.installer.osmessagetracing.plist (Apple - installed 2018-07-20)
[Loaded]com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2018-06-25)
[Running]com.adobe.agsservice.plist (Adobe Systems, Inc. - installed 2018-07-14)
[Running]com.adobe.agmservice.plist (Adobe Systems, Inc. - installed 2018-07-14)
[Running]com.adobe.acc.installer.v2.plist (Adobe Systems, Inc. - installed 2018-07-14)


User Launch Agents:

[Loaded]com.dropbox.DropboxMacUpdate.agent.plist (Dropbox, Inc. - installed 2018-07-26)
[Loaded]com.valvesoftware.steamclean.plist (? 0 - installed 2018-07-27)
[Loaded]com.adobe.GC.Invoker-1.0.plist (Adobe Systems, Inc. - installed 2018-07-15)
[Loaded]com.adobe.AAM.Updater-1.0.plist (? 0 - installed 2018-07-15)


User Login Items:

1Password Launcher SMLoginItem (AgileBits Inc. - installed 2018-07-14)

(/Applications/1Password 7.app/Contents/Library/LoginItems/1Password Launcher.app)

1Password Extension Helper SMLoginItem (AgileBits Inc. - installed 2018-07-14)

(/Applications/1Password 7.app/Contents/Library/LoginItems/1Password Extension Helper.app)


Internet Plug-ins:

FlashPlayer-10.6: (installed 2018-07-21)

Flash Player: (installed 2018-07-21)

QuickTime Plugin: (installed 2018-07-03)

AdobeAAMDetect: (installed 2018-07-14)


Safari Extensions:

1Password.safariextz - AgileBits - https://agilebits.com/onepassword(installed 2018-07-20)


3rd Party Preference Panes:

Flash Player (installed 2018-06-25)


Time Machine:

Time Machine Not Configured!


Top Processes by CPU:

Process (count)Source% of CPULocation
SafariBookmarksSyncAgentApple40
clouddApple10
nsurlsessiond (2)Apple8
accountsdApple7
WindowServerApple5


Top Processes by Memory:

Process (count)SourceRAM usageLocation
kernel_taskApple1.59 GB
com.apple.WebKit.WebContent (6)Apple930 MB
Signal Helper (2)RIDDLE QUIET VENTURES, LLC610 MB
Airmail 3Mac App Store519 MB
mdworker (16)Apple493 MB


Top Processes by Network Use:

ProcessSourceInputOutputLocation
nsurlsessiondApple5 MB4 MB
com.apple.WebKit.NetworkingApple9 MB2 KB
corespeechdApple1 KB3 MB
DiscordHammer & Chisel Inc.1 MB129 KB
mDNSResponderApple323 KB64 KB


Top Processes by Energy Use:

Process (count)SourceEnergy (0-100)Location
SafariBookmarksSyncAgentApple26
clouddApple5
nsurlsessiond (2)Apple4
WindowServerApple4
accountsdApple3


Virtual Memory Information:

Available RAM22.73 GB
Free RAM15.39 GB
Used RAM9.27 GB
Cached files7.34 GB
Swap Used0 B


Software Installs (past 30 days):

NameVersionInstall Date
1Password 77.0.72018-07-14
Pages7.02018-07-14
Keynote8.02018-07-14
Numbers5.02018-07-14
gdisk-1.0.41.0.42018-07-15
Gatekeeper Configuration Data1482018-07-16
Karabiner-Elements 12.1.012.1.02018-07-17
Intel® Power Gadget3.0.32018-07-18
Adobe Flash Player30.0.0.1342018-07-21
Tweetbot3.0.62018-07-23
Airmail3.5.92018-07-23
Install360Controller0.162018-07-23
Xone Driver0.12018-07-23
Steam Input4357.73.422018-07-23
Evernote7.2.32018-07-26


Diagnostics Information (past 7 days):

2018-07-28 09:10:04 Adobe Desktop Service.app Crash

/Library/Application Support/Adobe/Adobe Desktop Common/ADS/Adobe Desktop Service.app


2018-07-28 09:07:58 Last Shutdown Cause: 3 - Hard shutdown


2018-07-26 19:36:23 Dropbox.app CPU

/Applications/Dropbox.app



End of report

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Macbook Pro freezing during shutdown/restart

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