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Apple Computing Products:
macOS - Desktop Hardware
iMac eject issues
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<blockquote data-quote="joeisom" data-source="post: 1428345" data-attributes="member: 261948"><p>Hi all.</p><p></p><p>I just wanted to let everyone who either tried to help me, or who read about my issue, know what finally happened.</p><p></p><p>I did call Apple Support and pay the $50 since my machine was out of warranty.</p><p></p><p>I ended up spending several hours over several days with multiple senior Apple advisers. I can't remember what all they had me do, but the two biggest things were to uninstall and then reinstall iTunes, and then reinstall my entire operating system over the Internet. None of the things they had me do helped.</p><p></p><p>The final solution was to send me a file called Capture_Data_9.dmg, which they explained would do just that. I was to then send the output file back to them, and they would send it on to the Apple engineers. They said it could take several days, but that the engineers would take a look and see if they could figure out what might be causing the issue. By the way, for those who are interested, the Capture_Date_9.dmg, when launched, creates another .dmg file. When you launch that second file, it contains all sorts of reports with various tabs.</p><p></p><p>I returned the output file, and about a week later, the Apple adviser contacted me and said the engineers could see that I once had Kaspersky Anti-Virus on the computer, but that they could also see that an uninstallation program for it had run. They explained that Kaspersky does leave hidden files on the computer, even after running the uninstallation program, and that those hidden files can sometimes cause conflicts. They did not know that the Kaspersky files were causing the problem, but they suspected that they might be, and advised me to contact Kaspersky support for help in getting them off of my computer.</p><p></p><p>I had completely forgotten that I had indeed purchased Kaspersky Anti-Virus for Mac 2011 around the same time that I started having problems. When I bought that program, I immediately saw that it was causing my computer to run extremely slow. I let it go for several hours and it never got any better, so I used the uninstallation program that came with the program to uninstall it. I received all of the standard indications that it had all been uninstalled, and my computer seemed to be back to its old self. I then asked for a refund, which I received about three days later, and I never thought anymore about it. I never connected the Kaspersky Anti-Virus with the issues I was having with being unable to eject my iPod.</p><p></p><p>I contacted Kaspersky support, and they had me create a 'System Information' report and grab a kernel.log and a system.log and email all three files to them. I did that and waited.</p><p></p><p>Today, I received via email from Kaspersky, a Kaspersky uninstallation program with direction to run it on my computer. I did so, and, low and behold, everything is working as it should! My iPod now ejects automatically, the icon disappears off the desktop, and I get the indication on the iPod that it is okay to disconnect. Everything is good!!! Who would have ever thought that an anti-virus program would cause that kind of issue, but I guess it did.</p><p></p><p>I will hang on to the Capture_Data_9.dmg file I received from Apple and the Kaspersky uninstallation program they sent to me, just in case anyone reading this wants a copy. Private message me, and I will be happy to send one or both to you.</p><p></p><p>Thanks to everyone here who tried to help me early on with this issue.</p></blockquote><p></p>
[QUOTE="joeisom, post: 1428345, member: 261948"] Hi all. I just wanted to let everyone who either tried to help me, or who read about my issue, know what finally happened. I did call Apple Support and pay the $50 since my machine was out of warranty. I ended up spending several hours over several days with multiple senior Apple advisers. I can't remember what all they had me do, but the two biggest things were to uninstall and then reinstall iTunes, and then reinstall my entire operating system over the Internet. None of the things they had me do helped. The final solution was to send me a file called Capture_Data_9.dmg, which they explained would do just that. I was to then send the output file back to them, and they would send it on to the Apple engineers. They said it could take several days, but that the engineers would take a look and see if they could figure out what might be causing the issue. By the way, for those who are interested, the Capture_Date_9.dmg, when launched, creates another .dmg file. When you launch that second file, it contains all sorts of reports with various tabs. I returned the output file, and about a week later, the Apple adviser contacted me and said the engineers could see that I once had Kaspersky Anti-Virus on the computer, but that they could also see that an uninstallation program for it had run. They explained that Kaspersky does leave hidden files on the computer, even after running the uninstallation program, and that those hidden files can sometimes cause conflicts. They did not know that the Kaspersky files were causing the problem, but they suspected that they might be, and advised me to contact Kaspersky support for help in getting them off of my computer. I had completely forgotten that I had indeed purchased Kaspersky Anti-Virus for Mac 2011 around the same time that I started having problems. When I bought that program, I immediately saw that it was causing my computer to run extremely slow. I let it go for several hours and it never got any better, so I used the uninstallation program that came with the program to uninstall it. I received all of the standard indications that it had all been uninstalled, and my computer seemed to be back to its old self. I then asked for a refund, which I received about three days later, and I never thought anymore about it. I never connected the Kaspersky Anti-Virus with the issues I was having with being unable to eject my iPod. I contacted Kaspersky support, and they had me create a 'System Information' report and grab a kernel.log and a system.log and email all three files to them. I did that and waited. Today, I received via email from Kaspersky, a Kaspersky uninstallation program with direction to run it on my computer. I did so, and, low and behold, everything is working as it should! My iPod now ejects automatically, the icon disappears off the desktop, and I get the indication on the iPod that it is okay to disconnect. Everything is good!!! Who would have ever thought that an anti-virus program would cause that kind of issue, but I guess it did. I will hang on to the Capture_Data_9.dmg file I received from Apple and the Kaspersky uninstallation program they sent to me, just in case anyone reading this wants a copy. Private message me, and I will be happy to send one or both to you. Thanks to everyone here who tried to help me early on with this issue. [/QUOTE]
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Apple Computing Products:
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iMac eject issues
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