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Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 2790
Experience:  IT Manager at Wood Group PSN
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MacOS 10.12… Retina iMac… System Preferences crashes when I

Customer Question

macOS 10.12… Retina iMac… System Preferences crashes when I try to launch it.
JA: What Operating System (OS) are you running on your iMac?
Customer: 10.12.6
JA: When did you purchase your iMac? What troubleshooting have you tried?
Customer: purchased 2+ years ago. I've deleted the "System Preferences.plist" file multiple times but still no joy. Any advice much appreciated.
JA: Anything else you want the Mac Expert to know before I connect you?
Customer: Before this happened, I was trying to set up a 2nd Apple AirPort Extreme (router) to act as a LAN extender. I connected it via Ethernet to the 1st Airport Extremes, and powered it ON… then re-set the device… tried to access Network Preferences… and System Preferences crashed. It's been like this ever since.
Submitted: 1 month ago.
Category: Mac
Expert:  Kris R replied 1 month ago.

Hi, my name is ***** ***** I’ll do my best to help you today. I may have some follow-up questions to help me better understand your question.

Expert:  Kris R replied 1 month ago.

Hi
Sorry for the delay, we are busy and I've just got to your question.
Can you let me know when you're ready to look at this and we will make a start.
Thanks
Kris

Customer: replied 1 month ago.
I'm here now, Kris.
I took a walk around the block.
Customer: replied 1 month ago.
I know my way around the OS pretty well.
What do you suggest?
Customer: replied 1 month ago.
You there??
Customer: replied 1 month ago.
The time here (California) is 7:00 pm. I will be away for the next few hours.I will check in about 11 pm, in case you leave me a message.And I will return again tomorrow (Sept. 8) around 9:00 am. (PST)
Expert:  Kris R replied 1 month ago.

I'm sorry I had to step out, let me know when you want to continue?

Customer: replied 1 month ago.
Hello Kris… I'm back at my Mac. Are you ready?
Expert:  Kris R replied 1 month ago.

Yes no problem

Can you open the Terminal Program that's located in the Utilities folder inside of your Applications folder?

Thanks

Kris

Customer: replied 1 month ago.
Am doing it now.
Customer: replied 1 month ago.
It's open
Expert:  Kris R replied 1 month ago.

Copy and paste this into it and press enter

mv L*/P*/.GlobalPreferences.plist Desktop/GlobalPreferences.plist

Customer: replied 1 month ago.
done
Expert:  Kris R replied 1 month ago.

Okay. Try now!

Customer: replied 1 month ago.
Am launching System Preferences… and… spinning beachball = Crash…
Customer: replied 1 month ago.
i.e., "Non-responsive application…")
Expert:  Kris R replied 1 month ago.

Whoops.

You need to reboot first..

Do you know how to get back to me when you reboot?

Customer: replied 1 month ago.
Safari is set to re-open all currently windows when it is re-launched.OK?
Customer: replied 1 month ago.
Am re-booting. Give me a couple of minutes to return here…Good luck!
Expert:  Kris R replied 1 month ago.

Yes, If you dont find me go into your email and open the link Justanswer sends you

Customer: replied 1 month ago.
OK, I'm back.
Expert:  Kris R replied 1 month ago.

Thanks, ***** ***** now.

Customer: replied 1 month ago.
Launch Terminal… Copy your CODE… Paste into Terminal…Here goes…
Customer: replied 1 month ago.
Result = spinning beachball = Crash…
Customer: replied 1 month ago.
Will Force-Quit System Preferences now.
Expert:  Kris R replied 1 month ago.

In the Finder, press the key combination shift-command-A to open the Applications folder. Select the System Preferences icon in that folder and press the key combination command-I to open the Info window. There’s a checkbox in the Info window labeled Open in 32-bit mode. Uncheck it, if checked. Close the Info window and the Applications folder. Test.

Customer: replied 1 month ago.
OK.
I can see that the checkbox "Open in 32 bit mode" is not checked. That box is already empty.
Customer: replied 1 month ago.
Re-launched System Preferences…
Result = spinning beachball = Crash…Will Force-Quit System Preferences now.
Expert:  Kris R replied 1 month ago.

OK - we need to do a restore!

Customer: replied 1 month ago.
Actually, I did a "Restore the OS" yesterday, and it had no effect.
(Cmd-R om startup…)
Expert:  Kris R replied 1 month ago.

What version did you restore too?

Customer: replied 1 month ago.
10.12.6
Expert:  Kris R replied 1 month ago.

Can you give me the serial number and warranty status please?

Customer: replied 1 month ago.
serial d25nx1m2fy14warranty… had AppleCare for a while. not sure if it is still in effect
Customer: replied 1 month ago.
Jan. 6, 2015: 3-year AppleCare Agreement # 271644192586
Customer: replied 1 month ago.
Hey, Kris…
I'm going to check "out" now.
I'll check back "in" later, to update you.
If you have any further ideas, send them along.
Thanks for now.
Expert:  Kris R replied 1 month ago.

OK great that it's under warranty.

When you do a restore it's only half the system files and it's a light restore - in this case we need to do a full restore

Customer: replied 1 month ago.
Case closed.I got the solution from a technician at AppleCare, under my Apple warranty.
Expert:  Kris R replied 1 month ago.

What was it? A repair of the file?

Customer: replied 1 month ago.
From “Library > Preferences > SystemConfiguration” folder, I removed two .plist files:NetworkInterfaces.plist
and
preferences.plistRestarted the Mac.
Problem solved.
Expert:  Kris R replied 1 month ago.

Yep, I could not of done that while connected but it was next on my list.

I'm glad you're all up and running though.