iMac random restart problem

Hi,


We have an iMac which we bought about 5 years ago. It is running macOS Sierra, version 10.12.6.


Details from About This Mac:


iMac (21.5-inch, Late 2012)

Processor: 2.7 GHx Intel Core i5

Memory: 8 GB 1600 MHx DDR3

Graphics: NVIDIA GeForce GT 640M 512 MB

Hard Drive: Capacity 999.35 GB, Used 564 GB


For a number of months the Mac has been restarting randomly. This can happen while doing various tasks, such as checking email, viewing web pages, viewing videos on Vimeo, playing Minecraft etc.


For your info:


  1. We have Adobe Creative Suite CS6 installed
  2. We have Office 365 installed


Things we have tried to fix / diagnose the issue:


  1. The issue happens with or without external drives connected.
  2. We thought the issue might be with running Chrome, as it often happened with Chrome, so we uninstalled that using App Cleaner, and tried for a few days without it. It's still happening without Chrome, so we put it back on again.
  3. We used Disk Utility > Verify Disk and that returned no issues.
  4. We ran EtreCheck and it returned a major issue about us running multiple virus applications, as we had Avast Antivirus and also Malwarebytes. We removed those a week ago, but the random reboots still happen.
  5. We have used App Cleaner to remove unwanted applications
  6. We removed ancient iPhone backups from iTunes to free up space.


The latest reboot last night happened while playing Minecraft. I have run Etrecheck and have saved the report if it is of use.


Any help / advice much appreciated, thanks!


Jim

iMac, macOS Sierra (10.12.6)

Posted on Sep 15, 2018 1:28 AM

Reply
3 replies

Sep 15, 2018 2:23 AM in response to dialabrain

Thanks for your reply. Here's the report, ran last night:


EtreCheck version: 4.3.6 (4D041)

Report generated: 2018-09-14 21:03:58

Download EtreCheck from https://etrecheck.com

Runtime: 6:02

Performance: Below Average



Problem: Computer is restarting



Major Issues: None



Minor Issues:

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



Apps crashing - There have been numerous app crashes.

Unsigned files - There are unsigned software file installed. They appear to be legitimate but should be reviewed.

Low performance - EtreCheck report took over 5 minutes to run. This is unusual.

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:

iMac (21.5-inch, Late 2012)

iMac Model: iMac13,1

1 2.7 GHz Intel Core i5 (i5-3330S) CPU: 4-core

8 GB RAM - Upgradeable

BANK 0/DIMM0 - 4 GB DDR3 1600 ok

BANK 1/DIMM0 - 4 GB DDR3 1600 ok



Video Information:

NVIDIA GeForce GT 640M - VRAM: 512 MB

iMac 1920 x 1080



Drives:

disk0 - APPLE HDD HTS541010A9E662 1.00 TB (Mechanical)

Internal SATA 3 Gigabit Serial ATA

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

disk0s2 - Macintosh HD (Journaled HFS+) 999.35 GB

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



Mounted Volumes:

disk0s2 - Macintosh HD 999.35 GB (433.03 GB free)

Journaled HFS+

Mount point: /



Network:

Interface usbmodem1a1211: Arduino Uno

Interface usbmodem1a1212: MBED CMSIS-DAP

Interface usbmodem1d1312: BCM21553-Thunderbird

Interface usbmodem1a120: MT65xx Preloader

Interface Bluetooth-Modem: Bluetooth

Interface en0: PPPoE Service

Interface en0: Ethernet

Interface en1: AirPort

802.11 a/b/g/n

One IPv4 address

Interface en5: iPhone

Interface bridge0: Thunderbolt Bridge

Interface en4: Bluetooth PAN



System Software:

macOS Sierra 10.12.6 (16G1510)

Time since boot: Less than an hour

System Load: 1.71 (1 min ago) 1.00 (5 min ago) 0.44 (15 min ago)



Security:

System Status

Gatekeeper Mac App Store and identified developers

System Integrity Protection Enabled



Unsigned Files:

Launchd: ~/Library/LaunchAgents/com.apple.SafariBookmarksSyncer.plist

Executable: /Applications/Safari.app/Contents/SafariSyncClient.app/Contents/MacOS/SafariSyn cClient --sync com.apple.Safari --entitynames com.apple.bookmarks.Bookmark,com.apple.bookmarks.Folder

Details: Exact match found in the whitelist - probably OK

Launchd: /Library/LaunchDaemons/com.adobe.SwitchBoard.plist

Executable: /Library/Application Support/Adobe/SwitchBoard/SwitchBoard.app/Contents/MacOS/launch.switchboard

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

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



32-bit Applications:

36 32-bit apps



Kernel Extensions:

/System/Library/Extensions

[Not Loaded] EyeTVAfaTechHidBlock.kext (1.1)

[Not Loaded] EyeTVCinergy450AudioBlock.kext (1.1)

[Not Loaded] EyeTVCinergyXSAudioBlock.kext (1.1)

[Not Loaded] EyeTVEmpiaAudioBlock.kext (1.1)

[Not Loaded] EyeTVVoyagerAudioBlock.kext (1.1)

[Not Loaded] GvEthCdcN.kext (1.2.3)

[Not Loaded] GvEthCdcU.kext (1.2.3)

[Not Loaded] gwausb.kext (1.2.9)

[Not Loaded] UsbEthernetGadget.kext (1.0.0d1)



Startup Items:

EyeConnect Path: /Library/StartupItems/EyeConnect



System Launch Agents:

[Not Loaded] 6 Apple tasks

[Loaded] 186 Apple tasks

[Running] 94 Apple tasks



System Launch Daemons:

[Not Loaded] 40 Apple tasks

[Loaded] 173 Apple tasks

[Running] 105 Apple tasks

[Other] 2 Apple tasks



Launch Agents:

[Loaded] com.microsoft.update.agent.plist (Microsoft Corporation - installed 2018-08-27)

[Not Loaded] com.adobe.AAM.Updater-1.0.plist (? ffb65062 - installed 2013-04-14)

[Loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2018-07-18)

[Loaded] com.oracle.java.Java-Updater.plist (? 447dba99 - installed 2018-07-07)



Launch Daemons:

[Loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2018-08-27)

[Loaded] com.adobe.SwitchBoard.plist (? 856489a3 - installed 2013-04-14)

[Loaded] com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2018-08-27)

[Loaded] com.oracle.java.Helper-Tool.plist (? e3fefdd2 - installed 2018-07-07)

[Not Loaded] com.apple.installer.cleanupinstaller.plist (Apple - installed 2017-08-15)

[Loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2018-07-18)

[Loaded] com.microsoft.office.licensingV2.helper.plist (Microsoft Corporation - installed 2018-01-17)



User Launch Agents:

[Loaded] com.dropbox.DropboxMacUpdate.agent.plist (Dropbox, Inc. - installed 2018-08-27)

[Loaded] com.adobe.ARM.***.plist (? 0 - installed 2015-09-24)

[Loaded] com.skype.skype.shareagent.plist (Skype Communications S.a.r.l - installed 2018-05-11)

[Running] com.apple.SafariBookmarksSyncer.plist (? 0 - installed 2009-07-26)

[Loaded] com.adobe.AAM.Updater-1.0.plist (? 0 - installed 2013-04-22)



User Login Items:

iTunesHelper Application (Apple - installed 2018-07-10)

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

OpenDNS Updater 3 Application (? - installed 2010-06-16)

(/Applications/OpenDNS Updater 3.app)

HP Device Monitor SMLoginItem (Hewlett Packard - installed 2016-12-27)

(/Library/Printers/hp/Frameworks/HPDeviceMonitoring.framework/Versions/1.0/Helpe rs/HP Device Monitor Manager.app/Contents/Library/LoginItems/HP Device Monitor.app)



Internet Plug-ins:

OfficeLiveBrowserPlugin: (installed 2013-03-18)

NP2020Player: (installed 2010-11-30)

RealPlayer Plugin:

AdobePDFViewerNPAPI: (installed 2015-10-15)

FlashPlayer-10.6: (installed 2018-09-12)

AmazonMP3DownloaderPlugin101749: (installed 2013-02-19)

Silverlight: (installed 2016-04-24)

QuickTime Plugin: (installed 2018-07-18)

iPhotoPhotocast: (installed 2010-04-05)

Flash Player: (installed 2018-09-12)

NP_2020Player_IKEA: (installed 2011-10-03)

AdobePDFViewer: (installed 2015-10-15)

eMusicRemote: (installed 2009-09-18)

Scorch: (installed 2010-04-08)

eMusic: (installed 2009-09-16)

JavaAppletPlugin: (installed 2018-07-30)



User Internet Plug-ins:

CitrixOnlineWebDeploymentPlugin: (installed 2013-04-26)

EMusic: (installed 2016-12-21)

fbplugin_1_0_3: (installed 2010-02-26)



Safari Extensions:

LastPass.safariextz - LastPass - https://lastpass.com/ (installed 2018-09-05)



3rd Party Preference Panes:

Flash Player (installed 2018-08-27)

Java (installed 2018-07-30)

MusicManager (installed 2018-05-15)



Time Machine:

Skip System Files: No

Mobile backups: No

Auto backup: Yes

Volumes being backed up:

Macintosh HD: Disk size: 999.35 GB - Disk used: 566.31 GB

Destinations:

b*****2 [Local]

Total size: 3.00 TB

Total number of backups: 29

Oldest backup: 2017-12-26 20:40:00

Last backup: 2018-09-07 15:27:16

M*************c [Local] (Last used)

Total size: 3.00 TB

Total number of backups: 29

Oldest backup: 2018-01-11 09:29:08

Last backup: 2018-09-05 19:47:19



Top Processes by CPU:

Process (count) Source % of CPU Location

mdworker (4) Apple 5

WindowServer Apple 3

Dock Apple 2

kernel_task Apple 1

mds Apple 0



Top Processes by Memory:

Process (count) Source RAM usage Location

kernel_task Apple 726 MB

mdworker (12) Apple 129 MB

assistantd Apple 105 MB

assistant_service Apple 104 MB

mds_stores Apple 89 MB



Top Processes by Network Use:

Process Source Input Output Location

mDNSResponder Apple 17 KB 13 KB

apsd Apple 10 KB 9 KB

netbiosd Apple 2 KB 802 B

ntpd Apple 288 B 288 B

SystemUIServer Apple 0 B 64 B



Top Processes by Energy Use:

Process (count) Source Energy (0-100) Location

assistant_service Apple 4

mdworker (12) Apple 3

WindowServer Apple 2

syspolicyd Apple 2

mds_stores Apple 2



Virtual Memory Information:

Available RAM 5.24 GB

Free RAM 2.39 GB

Used RAM 2.76 GB

Cached files 2.84 GB

Swap Used 0 B



Software Installs (past 30 days):

Name Version Install Date

Microsoft Outlook for Mac 16.16.18081201 2018-08-16

Microsoft Excel for Mac 16.16.18081402 2018-08-16

Microsoft OneNote for Mac 16.16.18081201 2018-08-16

Microsoft PowerPoint for Mac 16.16.18081201 2018-08-16

Microsoft Word for Mac 16.16.18081201 2018-08-16

App Cleaner & Uninstaller 5.1 2018-08-17

Microsoft AutoUpdate 4.2.18081201 2018-08-27

LAME Audio Encoder 3.99.3 2018-08-27

TeamViewer 13.2.14327 2018-09-01

Malwarebytes for Mac 2018-09-05

Gatekeeper Configuration Data 154 2018-09-05

Adobe Flash Player 31.0.0.108 2018-09-12



Diagnostics Information (past 7 days):

2018-09-14 20:54:27 Last Shutdown Cause: -112 - Unknown



2018-09-14 20:48:56 launcher Helper.app Crash (5 times)

/Applications/Minecraft.app/Contents/Frameworks/launcher Helper.app



2018-09-14 17:29:40 Minecraft.app Crash (5 times)

/Applications/Minecraft.app



2018-09-10 19:52:00 Spotlight.app CPU

/System/Library/CoreServices/Spotlight.app





End of report

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iMac random restart problem

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