XL2015
asked on
MacBook Pro (El Capitan)
I recently updated my friends MacBook Pro to El Capitan. Not sure if the problem existed before but every time I try to click reboot or shutdown, top bar disappears, all desktop icons disappear but the bottom tray icons stay and nothing happens (reboot or shutdown).
I have left it running for hours in hopes that it will reboot or shutdown but it doesn't. There are no pending updates in AppStore and nothing running. I practically have to hard shutdown which is not what I want.
Any ideas to fix this? I have ran built-in FIRST AID tool. I have checked directories and files. I have ran anti-virus tools. I did lots of research online and tried various solutions but none seem to work here. Any other ideas?
I have left it running for hours in hopes that it will reboot or shutdown but it doesn't. There are no pending updates in AppStore and nothing running. I practically have to hard shutdown which is not what I want.
Any ideas to fix this? I have ran built-in FIRST AID tool. I have checked directories and files. I have ran anti-virus tools. I did lots of research online and tried various solutions but none seem to work here. Any other ideas?
Does Command-Tab show you any applications? I've seen behaviour like this with non-Safari browsers installed on El Capitan. What browsers do you have installed?
ASKER
I did First Aid through Recovery Disk during bootup.
The laptop also has chrome installed. Not sure if I should uninstall it.
The laptop also has chrome installed. Not sure if I should uninstall it.
Does the laptop have any external drives attached, like for running Time Machine? I've had instances in the past where my Mac would not complete a restart or shutdown until I removed the external drive. What I've gotten in the habit of doing is to eject them before shutting down or restarting.
No harm in uninstalling Chrome and see whether that makes a difference.
Chrome should not be causing a problem. Open Console.app to look through the logs to see if there's an error message indicating what might be causing the issue.
Try resetting the SMC and PRAM. These are among the 1st things you should try to help isolate the problems.
Try resetting the SMC and PRAM. These are among the 1st things you should try to help isolate the problems.
ASKER
STRUNG: I am attaching the log file. I had to force shutdown and the time was 9:40 am. Logged back in at 9:45 am. I am sure the log has many more info than needed but I am attaching it anyways
All-Messages.log
All-Messages.log
ASKER
SERIALBAND: I did SMC And PRAM reset with no luck of fixing the issue.
I uninstalled Chrome. No luck
The laptop seemed to have external drive used for Time Machine. But I have totally disabled it by running the following command:
sudo tmutil disablelocal
Still no luck
I uninstalled Chrome. No luck
The laptop seemed to have external drive used for Time Machine. But I have totally disabled it by running the following command:
sudo tmutil disablelocal
Still no luck
ASKER
STRUNG: After I issue the command to shut down and most items disappears from desktop (as though going to shut down), It hangs.
Then I issued the Force Quit command by pressing Command+Option+ESC since I have no menu bar to pull down to force quit. Once I issued the command, I get a pop-up window with FINDER showing. My only option there is to relaunch. I could not quit FINDER.
If I click RELAUNCH, nothing happens. So I have no choice but FORCE SHUTDOWN by holding down the power button.
Then I issued the Force Quit command by pressing Command+Option+ESC since I have no menu bar to pull down to force quit. Once I issued the command, I get a pop-up window with FINDER showing. My only option there is to relaunch. I could not quit FINDER.
If I click RELAUNCH, nothing happens. So I have no choice but FORCE SHUTDOWN by holding down the power button.
ASKER
OK. I went into Activity Monitor and killed the process FINDER.
Since then, I have done 2 successful Shut Down. But I don't understand what transpired.
I won't feel comfortable that the issue is fixed unless I have several successful Shut Downs and Reboots.
Since then, I have done 2 successful Shut Down. But I don't understand what transpired.
I won't feel comfortable that the issue is fixed unless I have several successful Shut Downs and Reboots.
Your log files show some corruption with certain core services.
It's probably best to boot into Recovery Mode and reinstall the core OS. It's best to Back Up your data before you do this, but a simple OS Reinstall should not delete user files or Apps.
It's probably best to boot into Recovery Mode and reinstall the core OS. It's best to Back Up your data before you do this, but a simple OS Reinstall should not delete user files or Apps.
ASKER
core services, as in?
EtreCheck is a free, fast, diagnostic designed to help diagnose OSX problems.
Running and posting the results may be of use.
Starting in Safe Mode (SHIFT key down) can help diagnose.
The exact model, OSX version, and RAM installed are basic pieces of info.
Downloading the 10.11.5 Combo update and installing sometimes help.
Running and posting the results may be of use.
Starting in Safe Mode (SHIFT key down) can help diagnose.
The exact model, OSX version, and RAM installed are basic pieces of info.
Downloading the 10.11.5 Combo update and installing sometimes help.
ASKER
Issue still continues. Prevents it from shutting down or rebooting
Do you have any external peripherals, particularly drives attached? If so, try disconnecting them and then see if you can shut down.
If that doesn't solve the problem, please post an EtreCheck report as suggested by Dave Anders:
https://etrecheck.com/#download
If that doesn't solve the problem, please post an EtreCheck report as suggested by Dave Anders:
https://etrecheck.com/#download
ASKER
No peripherals attached during reboot or shutdown or otherwise.
Here is the report...
System-Report.pdf
Here is the report...
System-Report.pdf
Unfortunately, the PDF truncated some lines. Perhaps next time you could simply post the .txt or .rtf file.
In any case there are a few things that look a bit suspicious.
In your earlier console logs there were some Spotlight errors and the Etrecheck shows MDWorker which is the Spotlight indexing process using a lot of memory. It is possible the you have a corrupted Spotlight index and Finder won't quit because Spotlight is trying to index.
You could try disabling Spotlight by copying and pasting the following command into terminal. Hit return, enter your admin password and hit return again:
sudo launchctl unload -w /System/Library/LaunchDaem ons/com.ap ple.metada ta.mds.pli st
After doing that, see if you can shut down normally.
You can later re-enable Spotlight using this command:
sudo launchctl load -w /System/Library/LaunchDaem ons/com.ap ple.metada ta.mds.pli st
In any case there are a few things that look a bit suspicious.
In your earlier console logs there were some Spotlight errors and the Etrecheck shows MDWorker which is the Spotlight indexing process using a lot of memory. It is possible the you have a corrupted Spotlight index and Finder won't quit because Spotlight is trying to index.
You could try disabling Spotlight by copying and pasting the following command into terminal. Hit return, enter your admin password and hit return again:
sudo launchctl unload -w /System/Library/LaunchDaem
After doing that, see if you can shut down normally.
You can later re-enable Spotlight using this command:
sudo launchctl load -w /System/Library/LaunchDaem
Turning to other possibilities:
You have something called Digidesign loaded. Is this a driver for some external peripheral? If so, try disconnecting the peripheral before shutting down.
Unless you are using a bluetooth keyboard or mouse, try turning off bluetooth before shutting down.
You also have Dymo extension running. Is that for one external peripheral? If so, disconnect it.
You might try temporarily uninstalling BitDefender and Clean My Mac to see if that makes a difference.
You have something called Digidesign loaded. Is this a driver for some external peripheral? If so, try disconnecting the peripheral before shutting down.
Unless you are using a bluetooth keyboard or mouse, try turning off bluetooth before shutting down.
You also have Dymo extension running. Is that for one external peripheral? If so, disconnect it.
You might try temporarily uninstalling BitDefender and Clean My Mac to see if that makes a difference.
ASKER
I did.
Performed couple of reboots and shut downs and it worked. Opened Finder and clicked on few tabs, applications, then closed it and exited Finder. Tried to do reboot, and it got hung again.
Performed couple of reboots and shut downs and it worked. Opened Finder and clicked on few tabs, applications, then closed it and exited Finder. Tried to do reboot, and it got hung again.
Starting in Safe Mode (SHIFT key down) helps to eliminate third party code.
Creating a Test User (Admin) and logging in as Test eliminates user file corruption.
Downloading 10.11.5 COMBO updater and installing makes you feel like you're doing something.
Creating a Test User (Admin) and logging in as Test eliminates user file corruption.
Downloading 10.11.5 COMBO updater and installing makes you feel like you're doing something.
ASKER
Davidanders
I tried your options mentioned above. Here is the result
Option 1. Failed to reboot or shutdown
Option 2. Failed to reboot or shutdown
Option 3. After installing COMBO, system is supposed to auto restart. But got hung.
I tried your options mentioned above. Here is the result
Option 1. Failed to reboot or shutdown
Option 2. Failed to reboot or shutdown
Option 3. After installing COMBO, system is supposed to auto restart. But got hung.
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
ASKER
As mentioned above, I created new profile and tried it out. It got hung at the same point.
Yes, that was going to be my last resort anyways, is to re-install OS but I was hoping to avoid that.
Yes, that was going to be my last resort anyways, is to re-install OS but I was hoping to avoid that.
ASKER
I used command+r on reboot to re-install OSX El Capitan. Took more than 2 hours but after all said and done, it still failed to reboot or shutdown through normal process.
Something really unusual is taking place. Not sure what it is.
Something really unusual is taking place. Not sure what it is.
Take it to an Apple Store I would say.
The hard drive cables can fail, I have replaced five or six. The symptoms can be very mysterious.
Removing the hard drive and plugging it in with an adapter is often the only way to diagnose.
Booting with another drive, with the hard drive inside with the bad cable, is not a reliable test.
iFixit.com sells the cable and has instructions
https://www.google.com/search?q=macbook+pro+hard+drive+cable
Bad sectors can be found with trial of DriveDX
Removing the hard drive and plugging it in with an adapter is often the only way to diagnose.
Booting with another drive, with the hard drive inside with the bad cable, is not a reliable test.
iFixit.com sells the cable and has instructions
https://www.google.com/search?q=macbook+pro+hard+drive+cable
Bad sectors can be found with trial of DriveDX
ASKER
I ended up factory resetting to LION and then upgrading to El Capitan. This fixed my issues. Apparently, the laptop must have had corrupt files and especially FINDER. Reboots and Shutdowns work just fine.
Yes, it was a hassle but after much research online, I found out that there was no other option but to backup all critical user created files, and do factory reset and then upgrade.
Ran tests to make sure the drive was healthy.
Yes, it was a hassle but after much research online, I found out that there was no other option but to backup all critical user created files, and do factory reset and then upgrade.
Ran tests to make sure the drive was healthy.
ASKER
Thanks. I was reluctant to reinstall OS but at the end it seemed to be the only solution
Otherwise, pull down the Apple Menu to Force Quit and then try to shutdown. See if any apps show as still being open in the Force Quit window after you have issued the shut down command.
If it still refuses to shut down, try again, but this time make note of the exact time shown on the menubar clock when you issue the shutdown command. Then if it doesn't shut down, force a shut down by holding down the power key. Then after rebooting, open console.app and copy and the log from the time that you tried to shutdown until the reboot started and paste it back here.