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NeilHobbs
Elite Level 2
(22)
Solved (Go to Solution)

Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

On Friday evening (7th of April 2017), I updated to the latest version of the MozyHome client for OS X 10.11.6, which is version 2.16.2.1649.  The update went well and I did a back up fine.  This I performed while connected to the mains.

 

Today (9th of April 2017), I booted up on battery and I noticed that the fans were constantly going and I noticed that the battery lifetime has dropped from 3 to 2 hours.  While troubleshooting that the the 'System Preferences' would fail to open, either by opening the application from the Dock or by selecting the MozyHone icon in the top menu.  Each time I attempted to open the System Preferences, it would crash and I would need to Force Quit it.  Each time it created a crash log.

 

I rebooted the machine and then uninstalled the MozyHome application by doing a 'Control-Click' on the icon in the top menu.  As soon as I uninstalled the MozyHome client the fans went quiet and I was able to open the System Preferences application again.  Therefore the latest MozyHome client was causing a process problem.

 

Looking at the logs that have been collected in the Console application for the MozyHome application I can see the prior to the upgrade to the latest version of the client the following fan speeds were being recorded;

 

1997/2001 rpm

 

Following the upgrade to the latest version, I can see fan speeds of 4854 rpm.

 

I have attached a ZIP containing all of the MozyHomeBackup reports that my Mac has generated.

 

Are you going to release a new version to address this issue?

 

I will leave the MozyHome application off the Mac for a week and I will see how the fans and battery life are.

Benjamin_C
Moderator
(120)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

That is very odd. Sometimes just uninstalling and re-installing fixes this kind of issue. Now that you've uninstalled, try a re-installation and see if it heats up again. Let us know what happens either way!

Benjamin_C
~Mozy Support

PS: If a response has resolved your issue, please mark it as a solution to help the Mozy Community!
0
NeilHobbs
Elite Level 2
(22)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

Hi Benjamin,

 

Thank you for the reply on this.

 

I agree that this is odd.  I have been running the MozyHome client on this MacBook Pro for years and upgraded it as new versions have been released.  However, following the upgrade that I performed on Friday evening and the usage of the MacBook yesterday.  I noticed that the fans kicked in, the laptop got very warm and the battery life dropped.  I'm going to leave it off for now and see how things good in terms of the fans and the battery life.

 

I can confirm that following the uninstall of the MozyHome client on the MacBook Pro, the fans slowed down to the normal speed, I couldn't hear them and the heat of the unit dropped.  I then restarted the MacBook to ensure that any login items were no longer in memory.  I made no other configuration changes to the MacBook Pro.

 

I then used the MacBook Pro for a further 4 hours and I didn't hear the fans again and the laptop remained at the normal operating temperature.  I could also open the System Preferences application without an issue.

 

Therefore the issue that I witnessed yesterday was caused by the MozyHome client.

 

Can you have a look at the crash logs that I attached from both the MozyHome and the System Preferences applications and see what you can see?

 

Many thanks in advance,

 

Neil

 

0
AngelinaS
Moderator
(222)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

@NeilHobbs  I had my Mac specialist review the information in this thread.  He indicated this needs deeper investigation, so we are creating a case for this issue.  Further contact will be via the case.

 

Thank you,


Angie
Moderator

 

 

NeilHobbs
Elite Level 2
(22)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

Hi Angie,

 

Thank you for looking into this and having one of your guys look at the logs that I extracted and uploaded.  I am very much appreciative.

 

I was thinking that something not right was going on with the client update that I installed on Friday.  I'm glad that you found the logs useful and you have started investigating this.

 

Can I ask how I can track and add into the Case that you have opened?  I am only a user of the Basic Free 2GB product, so I'm not able to open a case anymore.

 

If you need anything further I can let you have the logs the next time I am using the MacBook Pro.  That maybe this evening or tomorrow?

 

I did also want to ask - when I uninstalled the client, I selected to leave the configuration files in place.  However I remember that you used to have a little tool that would locate and remove these.  Do you still have it and would you be able to let me know where I can get that from?  I'm thinking when we come to a point where you have identified and resolved the issue that you've seen, I'd like to go back to a completely clean install from scratch.

 

Many thanks in advance,

 

Kind regards,

 

Neil

 

JaredG
Moderator
(470)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

@NeilHobbs

 

The custom uninstaller you are referring to is only for the Mozy backup software for Windows and the configuration file that you mentioned is located in the list given in these instructions on how to manually uninstall Mozy for Mac.

 

We are still investigating this issue and will update you as soon as we have more information.

 

Please post any other questions or comments.

 

Thank you,

 

Jared
Mozy Support
NeilHobbs
Elite Level 2
(22)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

Hi Jared,

 

Thank you for coming back with the information on how to manually uninstall the MozyHome client

 

I have had a look at those different file locations and most of the logs and preference files are gone.  I can see a handful of cache files.  I will leave these for now, in case you need me to copy them and send them to you.

 

I can report that the Mac is up and running perfectly this evening - the fans are silent, the laptop is running at the normal temperature and I got a good 3 hrs out of the battery.

 

If you need anything further from this Mac please don't hesitate to let me know.

 

I look forward to hearing from you.

 

Many thanks in advance,

 

Have a great day!

 

Kind regards,

 

Neil

 

0
JaredG
Moderator
(470)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

@NeilHobbs

 

Have you tried running Mozy directly from the latest version since the issue appears to be related to an upgrade?  I'd like to see you test this theory for us and if the fans start to speed up again then you could uninstall Mozy again.  This would be very helpful in our efforts to identify the cause of this problem.

 

Let us know if you have any questions.

 

Thank you,

Jared
Mozy Support
0
NeilHobbs
Elite Level 2
(22)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

Hi Jared,

 

Thank you for the reply on this.

 

I can confirm that I installed the update as an upgrade last Friday evening, which was done while the laptop was plugged in to the mains.  Immediately following the upgrade, I performed a backup which ran fine - the fans were silent and the laptop wasn't running hot.  I then allowed the battery to charge and then I then shut the laptop down.

 

I then didn't use the laptop until the immediately following Sunday, which was booted up on the battery.  During this session, a couple of backups ran fine - but this is when I started to hear the fans, the laptop got really hot and it impacted the battery life.  I then had to plug the power cable in.  I then uninstalled the MozyHome client using the option that comes up when 'Option-Click' on the icon in the top menu bar.  I then then noticed that the fans went quiet and the temperature started to reduce.  I then restarted the laptop.  When it came backup, I didn't hear the fans again and the laptop continued to reduce in temperature.

 

I have then booted up the laptop again this evening and I didn't hear the fans, the laptop has remained at the normal temperature and I got a good 3 hours of battery life.  I have installed nothing else or not uninstalled anything else to the OS X install.  So the cause of the issue was caused by the MozyHome client.

 

At the moment, I don't want to install the client again until you have investigated this fully and have a come to a conclusion.  I am going to run the laptop without the client until you have completed the analysis of the logs that I have sent you.

 

Many thanks in advance,

 

Kind regards,

 

Neil

 

0
angelag
Community Manager
(797)

Re: Latest MozyHome Backup Application Kills Battery and Causes System Preferences to Crash

@NeilHobbs,

 

I show that you're working with Rick, our Mac SME (Subject Matter Expert) via your case currently. He's going to be the best person to help you resolve this, and you can continue to communicate with him in that case via email even as a MozyHome Free account.

 

Please let us know if you have any further questions or concerns.

Angela G.
Community Moderator/Technical Support
0