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MacOS 10.12… Retina iMac… System Preferences crashes when I…

Customer Question
MacOS 10.12… Retina iMac…...

MacOS 10.12… Retina iMac… System Preferences crashes when I try to launch it.

Technician's Assistant: What Operating System (OS) are you running on your iMac?

10.12.6

Technician's Assistant: When did you purchase your iMac? What troubleshooting have you tried?

Purchased 2+ years ago. I've deleted the "System Preferences.plist" file multiple times but still no joy. Any advice much appreciated.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

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: 8 months ago.Category: Mac
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Answered in 24 minutes by:
9/8/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,547
Experience: IT Manager at Wood Group PSN
Verified

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.

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Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months 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

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Customer reply replied 8 months ago
I'm here now, Kris.
I took a walk around the block.
Customer reply replied 8 months ago
I know my way around the OS pretty well.
What do you suggest?
Customer reply replied 8 months ago
You there??
Customer reply replied 8 months 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)
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

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

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Customer reply replied 8 months ago
Hello Kris… I'm back at my Mac. Are you ready?
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Yes no problem

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

Thanks

Kris

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Customer reply replied 8 months ago
Am doing it now.
Customer reply replied 8 months ago
It's open
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Copy and paste this into it and press enter

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

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Customer reply replied 8 months ago
done
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Okay. Try now!

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Customer reply replied 8 months ago
Am launching System Preferences… and… spinning beachball = Crash…
Customer reply replied 8 months ago
i.e., "Non-responsive application…")
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Whoops.

You need to reboot first..

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

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Customer reply replied 8 months ago
Safari is set to re-open all currently windows when it is re-launched.OK?
Customer reply replied 8 months ago
Am re-booting. Give me a couple of minutes to return here…Good luck!
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

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

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Customer reply replied 8 months ago
OK, I'm back.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

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

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Customer reply replied 8 months ago
Launch Terminal… Copy your CODE… Paste into Terminal…Here goes…
Customer reply replied 8 months ago
Result = spinning beachball = Crash…
Customer reply replied 8 months ago
Will Force-Quit System Preferences now.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months 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.

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Customer reply replied 8 months ago
OK.
I can see that the checkbox "Open in 32 bit mode" is not checked. That box is already empty.
Customer reply replied 8 months ago
Re-launched System Preferences…
Result = spinning beachball = Crash…Will Force-Quit System Preferences now.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

OK - we need to do a restore!

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Customer reply replied 8 months ago
Actually, I did a "Restore the OS" yesterday, and it had no effect.
(Cmd-R om startup…)
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

What version did you restore too?

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Customer reply replied 8 months ago
10.12.6
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

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

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Customer reply replied 8 months ago
serial d25nx1m2fy14warranty… had AppleCare for a while. not sure if it is still in effect
Customer reply replied 8 months ago
Jan. 6, 2015: 3-year AppleCare Agreement # 271644192586
Customer reply replied 8 months 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.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months 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

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Customer reply replied 8 months ago
Case closed.I got the solution from a technician at AppleCare, under my Apple warranty.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

What was it? A repair of the file?

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Customer reply replied 8 months ago
From “Library > Preferences > SystemConfiguration” folder, I removed two .plist files:NetworkInterfaces.plist
and
preferences.plistRestarted the Mac.
Problem solved.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months 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.

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Category: Mac
Satisfied Customers: 4,547
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Experience: IT Manager at Wood Group PSN

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