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Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 719
Experience:  Apple Computers and Mobile support with 10 years of exp.
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My Safari will not open after I ran a Silverlight update. Lion

Resolved Question:

My Safari will not open after I ran a Silverlight update. Lion did some kind of update, too.
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Appleologist :

Hi, and welcome to JustAnswer/Pearl! My name is XXXXX XXXXX X am excited to get started with you.

So I can better assist you, I will need additional information. Are you getting an error message when you try to open safari?

Customer:

Yes. A box pops up that says "Safari quit unexpectantly."

Customer:

Process: Safari [1003]
Path: /Applications/Safari.app/Contents/MacOS/Safari
Identifier: com.apple.Safari
Version: 5.1.7 (7534.57.7)
Build Info: WebBrowser-7534057007000000~2
Code Type: X86-64 (Native)
Parent Process: launchd [124]

Date/Time: 2013-06-17 10:41:08.276 -0400
OS Version: Mac OS X 10.7.5 (11G63b)
Report Version: 9

Interval Since Last Report: 10748 sec
Crashes Since Last Report: 1
Per-App Interval Since Last Report: 1 sec
Per-App Crashes Since Last Report: 1
Anonymous UUID: 45E22577-30F9-49F9-AFF9-35CBA5DA6194

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000

Application Specific Information:
objc[1003]: garbage collection is OFF
*** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'Invalid parameter not satisfying: (index >= 0) && (index < [_itemArray count])'
*** First throw call stack:
(
0 CoreFoundation 0x00007fff8bed9f56 __exceptionPreprocess + 198
1 libobjc.A.dylib 0x00007fff8890bd5e objc_exception_throw + 43
2 CoreFoundation 0x00007fff8bed9d8a +[NSException raise:format:arguments:] + 106
3 Foundation 0x00007fff814e171f -[NSAssertionHandler handleFailureInMethod:object:file:lineNumber:description:] + 169
4 AppKit 0x00007fff8791062b -[NSMenu itemAtIndex:] + 165
5 AppKit 0x00007fff87910784 -[NSMenu removeItemAtIndex:] + 63
6 Safari 0x00000001004ec5be -[AppController awakeFromNib] + 387
7 CoreFoundation 0x00007fff8bed0fb1 -[NSObject performSelector:] + 49
8 CoreFoundation 0x00007fff8bed0f32 -[NSSet makeObjectsPerformSelector:] + 274
9 AppKit 0x00007fff878f8347 -[NSIBObjectData nibInstantiateWithOwner:topLevelObjects:] + 1245
10 AppKit 0x00007fff878ee8bb loadNib + 322
11 AppKit 0x00007fff878eddb8 +[NSBundle(NSNibLoading) _loadNibFile:nameTable:withZone:ownerBundle:] + 217
12 AppKit 0x00007fff878edcd3 +[NSBundle(NSNibLoading) loadNibFile:externalNameTable:withZone:] + 141
13 AppKit 0x00007fff878edc16 +[NSBundle(NSNibLoading) loadNibNamed:owner:] + 364
14 AppKit 0x00007fff87b5ecd7 NSApplicationMain + 398
15 Safari 0x00000001006f50ba SafariMain + 166
16 Safari 0x00000001004d5f24 Safari + 3876
)

terminate called throwing an exception
abort() called

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 libsystem_kernel.dylib 0x00007fff8c30dce2 __pthread_kill + 10
1 libsystem_c.dylib 0x00007fff8cb3c7d2 pthread_kill + 95
2 libsystem_c.dylib 0x00007fff8cb2da7a abort + 143
3 libc++abi.dylib 0x00007fff856407bc abort_message + 214
4 libc++abi.dylib 0x00007fff8563dfcf default_terminate() + 28
5 libobjc.A.dylib 0x00007fff8890c1b9 _objc_terminate + 94
6 libc++abi.dylib 0x00007fff8563e001 safe_handler_caller(void (*)()) + 11
7 libc++abi.dylib 0x00007fff8563e05c std::terminate() + 16
8 libc++abi.dylib 0x00007fff8563f152 __cxa_throw + 114
9 libobjc.A.dylib 0x00007fff8890be7a objc_exception_throw + 327
10 com.apple.CoreFoundation 0x00007fff8bed9d8a +[NSException raise:format:arguments:] + 106
11 com.apple.Foundation 0x00007fff814e171f -[NSAssertionHandler handleFailureInMethod:object:file:lineNumber:description:] + 169
12 com.apple.AppKit 0x00007fff8791062b -[NSMenu itemAtIndex:] + 165
13 com.apple.AppKit 0x00007fff87910784 -[NSMenu removeItemAtIndex:] + 63
14 com.apple.Safari.framework 0x00000001004ec5be -[AppController awakeFromNib] + 387
15 com.apple.CoreFoundation 0x00007fff8bed0fb1 -[NSObject performSelector:] + 49
16 com.apple.CoreFoundation 0x00007fff8bed0f32 -[NSSet makeObjectsPerformSelector:] + 274
17 com.apple.AppKit 0x00007fff878f8347 -[NSIBObjectData nibInstantiateWithOwner:topLevelObjects:] + 1245
18 com.apple.AppKit 0x00007fff878ee8bb loadNib + 322
19 com.apple.AppKit 0x00007fff878eddb8 +[NSBundle(NSNibLoading) _loadNibFile:nameTable:withZone:ownerBundle:] + 217
20 com.apple.AppKit 0x00007fff878edcd3 +[NSBundle(NSNibLoading) loadNibFile:externalNameTable:withZone:] + 141
21 com.apple.AppKit 0x00007fff878edc16 +[NSBundle(NSNibLoading) loadNibNamed:owner:] + 364
22 com.apple.AppKit 0x00007fff87b5ecd7 NSApplicationMain + 398
23 com.apple.Safari.framework 0x00000001006f50ba SafariMain + 166
24 com.apple.Safari 0x00000001004d5f24 0x1004d5000 + 3876

Thread 1:: Dispatch queue: com.apple.libdispatch-manager
0 libsystem_kernel.dylib 0x00007fff8c30e7e6 kevent + 10
1 libdispatch.dylib 0x00007fff84c4b786 _dispatch_mgr_invoke + 923
2 libdispatch.dylib 0x00007fff84c4a316 _dispatch_mgr_thread + 54

Thread 2:
0 libsystem_kernel.dylib 0x00007fff8c30e192 __workq_kernreturn + 10
1 libsystem_c.dylib 0x00007fff8cb3c594 _pthread_wqthread + 758
2 libsystem_c.dylib 0x00007fff8cb3db85 start_wqthread + 13

Thread 3:
0 libsystem_kernel.dylib 0x00007fff8c30e192 __workq_kernreturn + 10
1 libsystem_c.dylib 0x00007fff8cb3c594 _pthread_wqthread + 758
2 libsystem_c.dylib 0x00007fff8cb3db85 start_wqthread + 13

Thread 4:: WebCore: IconDatabase
0 libsystem_kernel.dylib 0x00007fff8c30dbca __psynch_cvwait + 10
1 libsystem_c.dylib 0x00007fff8cb3e274 _pthread_cond_wait + 840
2 com.apple.WebCore 0x00000001015bee8b WebCore::IconDatabase::syncThreadMainLoop() + 107
3 com.apple.WebCore 0x00000001015bc9a4 WebCore::IconDatabase::iconDatabaseSyncThread() + 500
4 com.apple.JavaScriptCore 0x0000000100ef927f _ZN3WTFL19wtfThreadEntryPointEPv + 15
5 libsystem_c.dylib 0x00007fff8cb3a8bf _pthread_start + 335
6 libsystem_c.dylib 0x00007fff8cb3db75 thread_start + 13

Thread 5:: CoreAnimation render server
0 libsystem_kernel.dylib 0x00007fff8c30c67a mach_msg_trap + 10
1 libsystem_kernel.dylib 0x00007fff8c30bd71 mach_msg + 73
2 com.apple.QuartzCore 0x00007fff83663df5 CA::Render::Server::server_thread(void*) + 184
3 com.apple.QuartzCore 0x00007fff83663d35 thread_fun + 24
4 libsystem_c.dylib 0x00007fff8cb3a8bf _pthread_start + 335
5 libsystem_c.dylib 0x00007fff8cb3db75 thread_start + 13

Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000000000000 rbx: 0x0000000000000006 rcx: 0x00007fff600d3418 rdx: 0x0000000000000000
rdi: 0x000000000000060b rsi: 0x0000000000000006 rbp: 0x00007fff600d3440 rsp: 0x00007fff600d3418
r8: 0x00007fff72450fb8 r9: 0x00007fff600d2ea8 r10: 0x00007fff8c30dd0a r11: 0xffffff80002dad60
r12: 0x00007fa7db80ed20 r13: 0x0000000000000006 r14: 0x00007fff72453960 r15: 0x00007fff600d3590
rip: 0x00007fff8c30dce2 rfl: 0x0000000000000246 cr2: 0x000000010428e000
Logical CPU: 0

Binary Images:
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0x1004e0000 - 0x100992fff com.apple.Safari.framework (7536 - 7536.30.1) <6F5FE2EE-6B89-34D1-882D-E0E803A6A1CA> /System/Library/StagedFrameworks/Safari/Safari.framework/Safari
0x100cba000 - 0x100f55ff7 com.apple.JavaScriptCore (7536 - 7536.30) <A98F069E-76BD-3471-B2A3-765295AACEA2> /System/Library/StagedFrameworks/Safari/JavaScriptCore.framework/JavaScriptCore
0x101003000 - 0x101188fff com.apple.WebKit (7536 - 7536.30.1) <E4CED5C9-1655-3DF0-9E98-4DA16F7D2176> /System/Library/StagedFrameworks/Safari/WebKit.framework/WebKit
0x101277000 - 0x101456fff com.apple.WebKit2 (7536 - 7536.30.1) <7184D25D-F7D6-350F-8286-359F6351FF52> /System/Library/StagedFrameworks/Safari/WebKit2.framework/WebKit2
0x1015b8000 - 0x102564fff com.apple.WebCore (7536 - 7536.30.2) <82657D88-7D31-3ED8-8795-E174730413E5> /System/Library/StagedFrameworks/Safari/WebCore.framework/WebCore
0x7fff600d5000 - 0x7fff60109baf dyld (195.6 - ???) <C58DAD8A-4B00-3676-8637-93D6FDE73147> /usr/lib/dyld
0x7fff80bbd000 - 0x7fff80bbdfff com.apple.vecLib (3.7 - vecLib 3.7) <9A58105C-B36E-35B5-812C-4ED693F2618F> /System/Library/Frameworks/vecLib.framework/Versions/A/vecLib
0x7fff80bbe000 - 0x7fff80c1aff7 com.apple.HIServices (1.21 - ???) <B012EE97-D1CD-3F4B-812D-9AC7E6852FE6> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/HIServices.framework/Versions/A/HIServices
0x7fff81351000 - 0x7fff81352ff7 libsystem_blocks.dylib (53.0.0 - compatibility 1.0.0) <8BCA214A-8992-34B2-A8B9-B74DEACA1869> /usr/lib/system/libsystem_blocks.dylib
0x7fff81353000 - 0x7fff813aeff7 com.apple.opencl (2.0.19 - 2.0.19) <B05BF605-73B8-328F-A228-6FA59E1FC73A> /System/Library/Frameworks/OpenCL.framework/Versions/A/OpenCL
0x7fff81407000 - 0x7fff81415fff com.apple.NetAuth (3.2 - 3.2) <F0D60E34-37A9-308D-B44E-E3450906173A> /System/Library/PrivateFrameworks/NetAuth.framework/Versions/A/NetAuth
0x7fff81416000 - 0x7fff8172ffff com.apple.Foundation (6.7.2 - 833.25) <22AAC369-B63C-3C55-8AC6-C3ECBA44DA7B> /System/Library/Frameworks/Foundation.framework/Versions/C/Foundation
0x7fff81857000 - 0x7fff8194cfff libiconv.2.dylib (7.0.0 - compatibility 7.0.0) <5C40E880-0706-378F-B864-3C2BD922D926> /usr/lib/libiconv.2.dylib
0x7fff8194d000 - 0x7fff819c0fff libstdc++.6.dylib (52.0.0 - compatibility 7.0.0) <6BDD43E4-A4B1-379E-9ED5-8C713653DFF2> /usr/lib/libstdc++.6.dylib
0x7fff819c1000 - 0x7fff81a02fff com.apple.QD (3.40.1 - ???) <13ACC7F4-B004-3370-B575-6D06447EE428> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/QD.framework/Versions/A/QD
0x7fff81a03000 - 0x7fff81a4cff7 com.apple.framework.CoreWLAN (2.1.3 - 213.1) <D2101093-0B35-3B90-B511-E9272400ED9B> /System/Library/Frameworks/CoreWLAN.framework/Versions/A/CoreWLAN
0x7fff81a83000 - 0x7fff82421a27 com.apple.CoreGraphics (1.600.0 - ???) <576777EA-921B-3D94-98C3-40A9CF8EBD18> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreGraphics.framework/Versions/A/CoreGraphics
0x7fff82c28000 - 0x7fff82d2afff libxml2.2.dylib (10.3.0 - compatibility 10.0.0) <AFBB22B7-07AE-3F2E-B88C-70BEEBFB8A86> /usr/lib/libxml2.2.dylib
0x7fff82d2b000 - 0x7fff82e61fff com.apple.vImage (5.1 - 5.1) <A08B7582-67BC-3EED-813A-4833645964A7> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vImage.framework/Versions/A/vImage
0x7fff82e66000 - 0x7fff82e7dfff com.apple.MultitouchSupport.framework (231.4 - 231.4) <10A978D1-8781-33F0-BE45-60C9171F7278> /System/Library/PrivateFrameworks/MultitouchSupport.framework/Versions/A/MultitouchSupport
0x7fff82e7e000 - 0x7fff82e85ff7 com.apple.CommerceCore (1.0 - 17) <3894FE48-EDCE-30E9-9796-E2F959D92704> /System/Library/PrivateFrameworks/CommerceKit.framework/Versions/A/Frameworks/CommerceCore.framework/Versions/A/CommerceCore
0x7fff83258000 - 0x7fff8335ffe7 libsqlite3.dylib (9.6.0 - compatibility 9.0.0) <EE02BB01-64C9-304D-9719-A35F5CD6D04C> /usr/lib/libsqlite3.dylib
0x7fff83360000 - 0x7fff83372ff7 libz.1.dylib (1.2.5 - compatibility 1.0.0) <30CBEF15-4978-3DED-8629-7109880A19D4> /usr/lib/libz.1.dylib
0x7fff83661000 - 0x7fff83801ff7 com.apple.QuartzCore (1.7 - 270.5) <19E5E0AB-DAA9-3F97-988C-D9A46AFB9C04> /System/Library/Frameworks/QuartzCore.framework/Versions/A/QuartzCore
0x7fff83898000 - 0x7fff838aeff7 com.apple.ImageCapture (7.1.0 - 7.1.0) <1AD40E02-2126-377B-A0D2-CBB21D932558> /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/ImageCapture.framework/Versions/A/ImageCapture
0x7fff838ed000 - 0x7fff838f7ff7 liblaunch.dylib (392.39.0 - compatibility 1.0.0) <8C235D13-2928-30E5-9E12-2CC3D6324AE2> /usr/lib/system/liblaunch.dylib
0x7fff83adc000 - 0x7fff83b05ff7 com.apple.framework.Apple80211 (7.4.1 - 741.1) <F60DA830-84ED-3473-8DE8-611A9D9B56FF> /System/Library/PrivateFrameworks/Apple80211.framework/Versions/A/Apple80211
0x7fff83b06000 - 0x7fff83b0cff7 libunwind.dylib (30.0.0 - compatibility 1.0.0) <1E9C6C8C-CBE8-3F4B-A5B5-E03E3AB53231> /usr/lib/system/libunwind.dylib
0x7fff83b0d000 - 0x7fff83b2efff libPng.dylib (??? - ???) <E2B52527-4D0C-3595-BB13-8E8EF364E998> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ImageIO.framework/Versions/A/Resources/libPng.dylib
0x7fff83b2f000 - 0x7fff83be2ff7 com.apple.CoreText (220.22.0 - ???) <A7A1096F-A211-3775-BA33-08FE98D27F08> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreText.framework/Versions/A/CoreText
0x7fff83c22000 - 0x7fff8404ffff libLAPACK.dylib (??? - ???) <4F2E1055-2207-340B-BB45-E4F16171EE0D> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vecLib.framework/Versions/A/libLAPACK.dylib
0x7fff84050000 - 0x7fff84053fff libCoreVMClient.dylib (??? - ???) <28CB0F3F-A202-391F-8CAC-FC9A1398A962> /System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/libCoreVMClient.dylib
0x7fff84054000 - 0x7fff84067ff7 libCRFSuite.dylib (??? - ???) <0B76941F-218E-30C8-B6DE-E15919F8DBEB> /usr/lib/libCRFSuite.dylib
0x7fff84068000 - 0x7fff840baff7 libGLU.dylib (??? - ???) <DB906997-0F70-3469-BA0E-2F1DDBEAD8D5> /System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/libGLU.dylib
0x7fff840bb000 - 0x7fff840fbfe7 libGLImage.dylib (??? - ???) <0B7DAB2B-F1C6-39C7-B864-61EF683B6656> /System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/libGLImage.dylib
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0x7fff8ccce000 - 0x7fff8cd01ff7 com.apple.GSS (2.2 - 2.0) <971395D0-B9D0-3FDE-B23F-6F9D0A2FB95F> /System/Library/Frameworks/GSS.framework/Versions/A/GSS
0x7fff8cd02000 - 0x7fff8cd86ff7 com.apple.ApplicationServices.ATS (317.12.0 - ???) <BE3C156D-8326-37AA-BC4E-D3C0D31BF976> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ATS.framework/Versions/A/ATS
0x7fff8cfc3000 - 0x7fff8d03eff7 com.apple.print.framework.PrintCore (7.1 - 366.3) <C5F39A82-0E77-3AD6-906A-20DD2EE8D374> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/PrintCore.framework/Versions/A/PrintCore
0x7fff8d03f000 - 0x7fff8d04cff7 libbz2.1.0.dylib (1.0.5 - compatibility 1.0.0) <DFAB8CA8-CC9D-3F58-8C12-CE120442AACD> /usr/lib/libbz2.1.0.dylib
0x7fff8d1bb000 - 0x7fff8d223ff7 com.apple.audio.CoreAudio (4.0.3 - 4.0.3) <9987DC46-2A96-3BA0-B88B-04E573C0AD9B> /System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio
0x7fff8db29000 - 0x7fff8db89fff libvDSP.dylib (325.4.0 - compatibility 1.0.0) <3A7521E6-5510-3FA7-AB65-79693A7A5839> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vecLib.framework/Versions/A/libvDSP.dylib
0x7fff8db8a000 - 0x7fff8dbd8fff libauto.dylib (??? - ???) <D8AC8458-DDD0-3939-8B96-B6CED81613EF> /usr/lib/libauto.dylib
0x7fff8dbd9000 - 0x7fff8dbdafff liblangid.dylib (??? - ???) <CACBE3C3-2F7B-3EED-B50E-EDB73F473B77> /usr/lib/liblangid.dylib

External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 3
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 2277
thread_create: 1
thread_set_state: 0

VM Region Summary:
ReadOnly portion of Libraries: Total=184.7M resident=86.1M(47%) swapped_out_or_unallocated=98.6M(53%)
Writable regions: Total=1.1G written=4380K(0%) resident=5504K(0%) swapped_out=0K(0%) unallocated=1.1G(100%)

REGION TYPE VIRTUAL
=========== =======
CG shared images 96K
CoreServices 1140K
JS JIT generated code 8K
JS JIT generated code (reserved) 1.0G reserved VM address space (unallocated)
MALLOC 44.2M
MALLOC guard page 64K
SQLite page cache 288K
STACK GUARD 56.0M
Stack 10.5M
VM_ALLOCATE 64K
__CI_BITMAP 80K
__DATA 15.3M
__IMAGE 528K
__LINKEDIT 61.1M
__TEXT 123.6M
__UNICODE 544K
mapped file 24.7M
shared memory 312K
=========== =======
TOTAL 1.3G
TOTAL, minus reserved VM space 338.5M

Model: MacBookAir4,1, BootROM MBA41.0077.B0F, 2 processors, Intel Core i7, 1.8 GHz, 4 GB, SMC 1.74f4
Graphics: Intel HD Graphics 3000, Intel HD Graphics 3000, Built-In, 384 MB
Memory Module: BANK 0/DIMM0, 2 GB, DDR3, 1333 MHz, 0x80CE, 0x4D34373142353737334448302D4348392020
Memory Module: BANK 1/DIMM0, 2 GB, DDR3, 1333 MHz, 0x80CE, 0x4D34373142353737334448302D4348392020
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0xE9), Broadcom BCM43xx 1.0 (5.106.198.19.22)
Bluetooth: Version 4.0.8f17, 2 service, 18 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
Serial ATA Device: APPLE SSD TS256C, 251 GB
USB Device: FaceTime Camera (Built-in), apple_vendor_id, 0x850a, 0xfa200000 / 3
USB Device: hub_device, 0x0424 (SMSC), 0x2513, 0xfa100000 / 2
USB Device: BRCM20702 Hub, 0x0a5c (Broadcom Corp.), 0x4500, 0xfa110000 / 5
USB Device: Bluetooth USB Host Controller, apple_vendor_id, 0x821f, 0xfa113000 / 8
USB Device: Apple Internal Keyboard / Trackpad, apple_vendor_id, 0x0249, 0xfa120000 / 4
USB Device: hub_device, 0x0424 (SMSC), 0x2513, 0xfd100000 / 2

Appleologist :

I looks like we will need to reset safari. Before we do that, click on the apple logo in the upper left corner and choose software update. Which updates are available?

Customer:

It's still checking

Appleologist :

Ok

Customer:

Your software is up to date.

Appleologist :

While its checking, do you know what operating system you are running?

Customer:

OS X 10.7.5

Appleologist :

Lets go ahead and reset safari, we may also need to trash it and re-install it

Customer:

Lion also ran an update and that's when everything went crazy.

Customer:

ok

Appleologist :

Click on Finder and choose Go from the top menu bar

Appleologist :

Choose Go to folder and paste

Appleologist :

~/Library

Customer:

I do not see GO

Appleologist :

Go is in the very top menu (where the apple logo is) You should see finder, File etc..

Customer:

ok

Appleologist :

Did you paste ~/Library into go to folder?

Customer:

yes

Appleologist :

Within the library folder, locate the preferences folder. Within the preference folder, locate and delete com.apple.Safari.plist

Appleologist :

Empty the trash (make sure there is nothing in trash that you do not want to delete preeminently first)

Customer:

ok done

Appleologist :

Now within the library folder, locate internet plug-ind

Appleologist :

ins*

Appleologist :

delete the plug-ins within that folder

Customer:

FacebookVideoCalling.bundle is the only one

Customer:

Still delete it?

Appleologist :

Ok that can stay. Next, move up one folder and locate input method, that folder should be empty. If not, delete its contents

Customer:

empty

Appleologist :

Next we have two more folders to check before we try to open safari again. Click on macintosh HD in the left column of finder and choose Library

Customer:

ok

Appleologist :

Choose internet plug in folder. Locate the silverlight plug in and trash it

Customer:

ok

Appleologist :

Next go to the input methods folder and confirm that it is empty

Appleologist :

Once the trash is empty, go ahead and try to open safari

Customer:

empty

Customer:

same error

Appleologist :

Is there another browser on your computer like fire fox or chrome?

Customer:

I am using Firefox to communicate with you

Appleologist :

Great. Open finder, click on applications. Locate safari and trash it

Customer:

“Safari.app” can’t be modified or deleted because it’s required by Mac OS X.

Appleologist :

Is there another computer you can chat from

Appleologist :

Your operating system will need to be re-installed

Customer:

Yes. How can we transfer this conversation, though?

Appleologist :

In your email, your will see a link from JustAnswer. Click on that to open our chat

Appleologist :

Let me know when you are chatting from the other computer

Customer:

Will I lose any files on my macbook?

Appleologist :

No you will not loose any data. Re-installing the operating system will only correct system issues, not your data

Customer:

Cool. I am on my iMac now.

Appleologist :

Ok, now on your macbook restart. As soon as it restarts, immediately press and hold command+r

Appleologist :

This will boot into the lion recovery partition

Customer:

as soon as the apple appears, hit ctrl r?

Appleologist :

No, before

Customer:

I think Lion installed after Safari quit.

Customer:

ok

Appleologist :

What do you mean Lion installed after safari quit?

Customer:

apple is on the screen now

Appleologist :

you can release the keys now

Customer:

desktop showing

Appleologist :

That means you did not boot into the recovery correcty

Customer:

ok, let's try it again

Appleologist :

Try it again. As soon as it starts to restart, press and hold down command+r

Appleologist :

Until the apple logo appears

Customer:

ok apple appeared and I released the keys

Customer:

ok, mac os x utilites

Appleologist :

Perfect. Before we re-install your operating system, lets make sure your hard drive is ok. Click on disk utility

Customer:

ok

Appleologist :

Click on Macintosh HD in the left column

Customer:

macintosh HD and Mac OS X Base System are the two files

Customer:

ok

Appleologist :

and then choose verify disk

Appleologist :

When it is done, you should get macintosh HD is OK

Customer:

ok

Customer:

The disk needs repair - popped up

Appleologist :

Ohh ok, click on repair disk.

Customer:

ok

Customer:

2 ins

Appleologist :

This may explain the other issues you were experiencing after the update

Customer:

mins

Customer:

A red line keeps popping up saying "Incorrect number of file hard links". But it's still repairing.

Customer:

Repaired successfully

Appleologist :

Ok, now choose repair permissions

Customer:

ok

Appleologist :

When it is done, you can go ahead and quit disk utility

Customer:

ok

Customer:

done

Appleologist :

Now choose re-install mac os

Appleologist :

Select macintosh HD and continue to choose continue until the installation starts

Customer:

ok

Customer:

ok it's downloading

Appleologist :

The installation will take about 45 mins to an hour. When it is done, you will need to run your updates first or your applications will not work properly. This is an important step. When the installation is complete, click on the apple logo and choose software updates. Repeat this step until it says your software is up to date

Customer:

and if it doesn't work?

Customer:

Are we keeping this chat line open or no?

Appleologist :

Re-installing the operating system eliminates issues relating to apple software. If for some reason, safari still does not open, we will need to troubleshoot 3rd party applications that you have installed. Yes, keep this chat open. I will check back with you in about an hour or so

Customer:

ok, sounds good. I'll set a reminder to check back. Thanks.

Appleologist :

Ok, talk to you soon

Customer:

ok, Safari is up and running, but I had a message about uninstalling silverlight

Appleologist :

I would avoid it

Appleologist :

Do you use silverlight?

Appleologist :

Or did you just uninstall it already?

Appleologist :

Regardless on what you decide, you should be all set now since Safari is up an running. Was there anything els I can assist you with today?

Customer:

I don't even know what it's for, but all of this started because my hotmail (which is now outlook) stooped letting me attach documents to my email. An alert popped up to update silverlight and all hell broke loose. :)

Customer:

Actually, yes.

Appleologist :

Sure

Customer:

I have a time machine, but it's not backing up. There is an error that says "The backup disk image "/Volumes/Data/Steff's MacBook Air.sparsebundle" could not be created (error 1). My question: huh?

Customer:

lol sorry

Appleologist :

Lol@ Huh? That means you may need to re-establish a backup disk or there may be an issue with your backup drive. Click on the apple logo and choose system preferences. Then choose time machine

Appleologist :

It is under system

Customer:

ok got it

Appleologist :

Choose select disk and select your external hard drive again

Appleologist :

Then choose use disk

Customer:

ok it's checking for a software update

Appleologist :

ok

Appleologist :

Did it just pop up?

Customer:

now it's counting down to it's next back p 98 seconds

Customer:

yes

Customer:

it found updates. run them?

Appleologist :

it should now backup normally

Appleologist :

yup

Customer:

ok it's downloading 5 updates. I'd like to see if the back up works because I couldn't find a single back up yesterday to restore to. Would that have worked?

Appleologist :

When would you normally get the error message?

Customer:

Using a restore, I mean?

Customer:

I can't answer that. I turned the whole thing off months ago because it would never back up.

Appleologist :

Normally the backup will fail immediately. When the back up progress bar turns solid and gives you a size, it means time machine is functioning properly

Appleologist :

did the bar turn solid?

Customer:

It's still "preparing the backup"

Appleologist :

Ok

Appleologist :

Let me know if is starts to backup or if you get an error message

Customer:

ok, which is beggar a MB or a GB?

Appleologist :

GB

Customer:

It's says that I have Available: 25.4 MB of 998.06 GB

Appleologist :

Wow. You have life no room left. Is this for your external or your internal hard drive

Customer:

well then that makes sense

Customer:

My hubby and I use the same time machine or at least that was the goal.

Appleologist :

Thats totally fine. When it starts to fill up, you will need to delete older backups

Customer:

we have 2 desktops and 2 laptops backing up into it, but shouldn't it delete automatically?

Customer:

how do i do that? I'll write it down and discuss it with hubby tonight

Appleologist :

It is suppose to. However when multiple computers are backing up to the same hard drive, it may not function the way it should.

Customer:

ah ha!

Appleologist :

Open finder and click on your external hard drive in the left column

Customer:

ok

Appleologist :

Do you see a backup folder

Customer:

data only

Appleologist :

So you just see a data only folder?

Appleologist :

Or do you see s series of data

Customer:

Yes there is one folder: Data In that folder there are 3 folders: my husband's iMac, my iMac, and my macbook air

Customer:

Those are not foldes

Appleologist :

Click on your macbook air. What do you see

Customer:

just a picture icon of a hard drive

Customer:

Kind: Sparse Disk Image Bundle

Appleologist :

Are you able to click on the hard drive

Customer:

no

Appleologist :

Oh ok so it sounds like who ever is backing up your computers is not using time machine. Instead they are creating an image copy of your hard drive

Customer:

interesting.

Appleologist :

The best way is to backup using time machine though

Appleologist :

So I would find out from your hubby how he is backing up and see if you are able to use time machine instead

Customer:

ok. I think I get 5 questions in a week on a free trial or something, so I'll talk with him tonight and see what he thinks he set up. lol who knows.

Appleologist :

Lol ok good luck

Appleologist :

I hope I’ve provided the resolution you were seeking. If you are happy with my service, please feel free to provide a rating to end our chat. Have a fantastic rest of your day

Customer:

You're awesome!! Thank you so much for your help!!

Appleologist :

You are very welcome :)

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 719
Experience: Apple Computers and Mobile support with 10 years of exp.
Michelle and 2 other Mac Specialists are ready to help you

JustAnswer in the News:

 
 
 
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Web sites like justanswer.com/legal
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Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

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