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I'm so very sorry it took so long for someone to offer assistance to you. My name is ***** ***** I've just come online and saw your question waiting. Before we start, can you please confirm if you still need assistance with your question? Thank you!
Good morning and thanks for using JustAnswer. I see you are having problems with your MacBook. I can definitely help you with this. However, for me and anyone else for that matter, to successfully assist you remotely, your system has to be running consistently and long enough to resolve your the problem. With all that being said, I am willing to give it a shot. Let me know and I will set up a remote session for you.
My name is David.
Next do the following:
Shut down the Mac.
Press Shift-Control-Option on the left side of the built-in keyboard and press the power button at the same time. Hold these keys and the power button for 10 seconds.
Note that if you have a Mac with Touch ID, the Touch ID button is also the power button.
After pressing the keys together for 10 seconds, release all keys.
Press the power button again to turn on your Mac and test to see if the issue is resolved.
Please let me know the result.
It's called an SMC reset and it often used to solve power options by resetting the hardware that reads battery status.
Just let me know when you test it and if the problem persists there are other solutions I can provide.
Oh ok, it still has electronics that impact sleep mode but not a battery so the SMC reset may resolve the issue.
Resetting NVRAM may also resolve the issue. Power down the computer then press and hold the Option, Command, P and R keys at the same time while powering up and release after 20 seconds or when the apple logo appears and disappears for the second time.
Regarding the remote assistance, you will not be charged for remote assistance unless we perform remote assistance. Just Answer may take a deposit but no payment is made until you provide a positive rating.
So also try the second procedure then let me know the result.
Yes, I will be available tomorrow as well. So just post the result back here and if the freeze happens again there are other procedures that may resolve the issue.
That's a deposit - just contact Just Answer customer service about the deposit and they will sort it out for you. At this point there is no need for remote assistance.
Ok, thanks for letting me know.
Also, did you perform an NVRAM reset?
Ok, then what OS X version is running on your iMac?
Ok thanks, ***** ***** moment...
Next click the Apple menu and then System Preferences and then Security & Privacy and then click the Lock icon and login when prompted.
Next, click on the Advanced button then remove the checkmark from “Log out after xx minutes of inactivity” and click the OK button when done.
Then next in the Security & Privacy preference pane select the General tab. Clear the “Require password ***** minutes after sleep or screen saver begins” check box.
Then perform the NVRAM reset again, then reboot, then perform the SMC reset again.
Then test and let me know the result.
Interesting - it should have prompted you.
Were you able to complete the rest of the procedure?
Ok, sounds good.
Ok, thanks. I will check back when you post the result.
Does it now wake from sleep mode with keyboard or mouse action?
Ok then next do the following:
Click the Apple menu > System Preferences and then click Energy Saver.
Select “Prevent computer from sleeping automatically when the display is off.”
Essentially disable sleep mode and test to see if the controls work by waiting for it to go into the usual sleep mode. If it does not then reboot and then go back into the same Energy Saver screen and set the options according to your preferences then reboot and then test to verify that the computer works according to the settings you have applied.
Please let me know the result.
Ok then set the computer and display sleep modes to Never, then reboot and test. If it works correctly, enable the computer sleep mode only and reboot and test that that works correctly.
Please let me know the result.
Ok, just so I have a better understanding - overnight the computer wakes from sleep mode and then freezes, requiring a power down/power up?
Thank you for the clarification. What you describe sounds more like a performance issue.
Have you recently installed any new programs, especially right before this issue started?
Do the applications you are working on when the computer freezes require Internet access?
Also, please check the hard drive to see if there is enough storage available as that could cause the issue and let me know your findings.
If you click the Apple Menu in the upper left corner, are there any updates showing as available?
I would recommend applying the update as the next step.
Ok, and I will check back once you post the result.
Next, in Finder, select Go and navigate to Utilities.
Select Diagnostic and Usage Information then Diagnostic and Usage Messages
Search for powerd and post the messages here so I can review.
Given that it also freezes when accessing the Internet, it seems that some files may not have installed correctly when the upgrade to High Sierra was performed. So next I recommend a reinstall of the operating system which should fix the wake from sleep issue and the freeze issue you just mentioned when accessing the Internet.
Below are two links with instructions on how to resintall - one includes screenshots which should help guide you through the process. The reinstall process is relatively simple, however I recommend a backup first before performing the reinstall:
Please let me know if you have questions with any of the steps.
Ok thanks - I will check back once you post the result.
Yes, in this case I would agree - rolling back to Sierra may be best as many people have had trouble with High Sierra. Before you do however, are there any hardware devices installed on the computer or plugged into the computer that are not Apple devices that came with the computer?
I would recommend testing first with the mouse and disk drive removed just to rule them out as contributors to the problem.
To install Sierra, the best method is using a Time Machine backup of Sierra from just before the High Sierra upgrade took place - do you have that available?
Do you have your files backed up locally?
Ok, very good.
If Firefox is not current, I recommend that you update Firefox to address the freezing issue, and also clear the Firefox temporary cache as well, and then test to see if that resolves the Firefox issues.
Ok I will check back after you have had some time to test it.
Yes, please post them here - I will review and get back to you with what I find.
Thank you for posting all this information. I am reviewing it now and will get back to you soon with my findings and how to proceed.
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