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Computer keeps on rebooting after upgrading to macOS High Sierra 10.13.2

    • Updated:
    • 20 Nov 2017
    • Product/Version:
    • Trend Micro Security for Mac 3.0
    • Platform:
    • MacOS Sierra
Summary

Trend Micro has proactively identified an issue in where users who are planning to upgrade to the final release of the upcoming macOS High Sierra (10.13.2) update and have deployed Trend Micro Security for Mac (TMSM) 3.0 can prevent and/or resolve a computer boot failure.

Please note that macOS 10.13.2 is still currently in beta and the official release date from Apple has not yet been confirmed.

Details
Public

Prevention

In order to prevent any potential boot-loop or incompatibility issues after upgrading to macOS 10.13.2 (High Sierra) when it becomes publicly available, customers should deploy and upgrade to TMSM 3.0 Agent Build 1119 (released on November 20) or later using the OfficeScan Plug-in Manager BEFORE upgrading to the latest version of macOS.

Post High Sierra Deployment Issues

If a user has already deployed a beta version of High Sierra or experiences issues after deployment of the final version before upgrading the TMSM Agent as mentioned above, affected systems may experience an issue where the computer runs into an endless reboot or keeps on rebooting.  In this case, administrators may perform the following steps to recover the system:

  1. Boot macOS into Safe Boot mode.
    1. Start or restart your Mac, then immediately press and hold the SHIFT key. The Apple logo appears on your display.
    2. Release the SHIFT key when you see the login window. In the upper right side, you should see "Safe Boot" in red font. For more details, refer to this article: Use safe mode to isolate issues with your Mac.
  2. Open a terminal and run the following command to edit the Security for Mac plist file:

    sudo vi /Library/Application\ Support/TrendMicro/common/conf/TmAntiMalware.conf.plist

  3. Find the tag <General> and add the following lines to disable Security for Mac RCM module:

    <key>enable_rcm</key>
    <false/>

  4. Save the changes and close the terminal to exit the editor.
  5. Reboot the computer in normal boot.

After recovering the system, deploy the Security for Mac 3.0 Agent Build 1119 that was released on November 20, 2017 or upgrade to the later build using the OfficeScan Plug-in Manager.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1118826
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