Critical issues with SyncMate 4 on El Capitan (OS X 10.11)

Alex Taylor in Help/Support,Mac Software,System Utilities,The Company/Releases,Tips & Hints,Uncategorized
21 Oct 2015, 08:41

sm4-warning-mailss
To SyncMate users around the world!

Please make sure to read this post.
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SyncMate 4 supports Mac OS X 10.6.6 – 10.8.5 and is not compatible with newer versions. One of SyncMate 4 components that allows synchronization of Windows Mobile devices is absolutely incompatible with OS X 10.11 El Capitan and causes kernel panic at system start. Please read further for our recommendations.

If you already use OS X 10.11 and SyncMate 4 is installed on your Mac, perform the steps below:

  • Download the latest version of SyncMate here;
  • Install and launch the latest SyncMate;
  • In its menu go to SyncMate -> Preferences;
  • In the window that opens choose Uninstall SyncMate 4 and then click Uninstall.

If your Mac doesn’t boot, please follow these instructions:

  1. Start your computer from Recovery:
    Restart your Mac and hold down the Cmd+R keys at startup. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window with the options listed above. If you see a login window or your own desktop instead of the Utilities window, it’s possible that you didn’t press Command-R early enough. Restart your computer and try again.
  2. Run Terminal.app
  3. Execute command (this command is a default one, if you have other OS partition, please type in your system disk title instead of “HD”):
    cd /Volumes/Macintosh\ HD/System/Library/Extensions
  4. Execute command:
    ls -la | grep EltimaAsync.kext
  5. If nothing appeared after this command, then the problem is not caused by SyncMate 4, else execute:
    rm -rf ./EltimaAsync.kext
  6. Next execute:
    kextcache -update-volume /Volumes/Macintosh\ HD/
  7. Reload your Mac.

In case you have SyncMate 4 on your Mac and are considering upgrading your system to El Capitan OS X 10.11, then the best you can do is uninstall SyncMate 4 before upgrading your OS.

The latest version of SyncMate (6.x) has no issues with El Capitan. SyncMate 6 works flawlessly on Mac OS X 10.8.5 and newer and offers you effortless sync with multiple devices such as iOS and Android devices, other Macs, MTPs, as well as with online accounts such as Google, Dropbox, iCloud and Microsoft Services.

We sincerely apologize for any inconvenience it may cause and remind you that all users of previous versions of SyncMate Expert get 50% discount on upgrade.

Sincerely,
SyncMate team


  • Chris

    Hi Alex

    Thanks for the note which in my case comes rather late. I had isolated Syncmate 4 as the culprit after the system freeze following migration to El Capitan myself.

    A rather pain staking process to get rid of all the bits and pieces in both user and system library folders using terminal… And that twice on my iMac and MacBook Pro.

    Wished you had been faster with your response.

    Cheers,
    Chris

  • Kim

    Too late, this info would’ve been good two weeks ago BEFORE I updated to El Capitan & it shut me out of my laptop. I have NO idea how much this repair is going to cost me but thank you SO much for letting me know it was sync mate that caused it because I knew it couldn’t have been Mac’s own software update. What exactly is sync mate s purpose anyway??? You can bet it’s coming off of my computer the second they can get into it b/c is never worked anyway. On a sincere note, while I am mad that this has messed up my computer, I’m hoping that you letting us know will be helpful in getting my computer fixed faster…… & cheaper!

  • Kim

    By the way, is there a way to get INTO my computer, to get Sun mate OFF? Or am I stuck with talking it to a repair person to do this? I’m stuck at the Apple boot up screen so I can’t remove the update or sync mate even if I wanted to at this point.

  • AnthonyB

    Unfortunately I upgraded to El Capitan without knowing about this and got the kernel panic!
    Fortunately I was able to fix it. I had to boot holding down Ctrl-R to get into the recovery partition, from where I could launch Terminal from the Utilities menu and delete /System/Library/Extensions/EltimaAsync.kext.
    (For some odd reason booting into Safe Mode still tried to load the extension!)
    I also deleted /var/folders/* to rebuild caches.
    I did not uninstall SyncMate – it now launches OK but without the extension.

  • Anja Voß-Rosenbaum

    Thank you so much, this finally solved my booting problems with el capitan.

  • Michael McCullough

    My “Uninstall Sychmate 4” box is grayed out. I can’t click on it.

  • Brian Covert

    Hello — I have been trying to uninstall SyncMate (6.x), as I do not want it on my system anymore (Mac OSX 10.11, El Capitan). I followed the above instructions, but it could not go through. How can I uninstall SyncMate system 6.1.564, which I have?

    There is an “Uninstall SyncMate 4” button visible in the Preferences page of SyncMate 6, and in the help menu as well, but it is greyed out and cannot be pressed. These appear to be for SyncMate 4, the older version, in any case.

    Specifically, I want to uninstall SyncMate system 6. How can I do that exactly?

  • Stein-Eirik

    Hi
    I have installed El Capitan without seeing your warning about SyncMate v4
    (I have 4 and 5 installed (for some reason I dont remember))

    Booting (MacBook Pro (2014/2015)) into diagnostic mode I see that the machine gets kernel panic caused by “com.eltima.SyncMate.ext(0.2.5b15)(–long hex string -> shorter Hex string
    I have bees searching for the .kext in the file system >(recovery mode >Terminal > Find “com..” etc)

    I find (and have thrown away most) SyncMate folders and files, i have not found the expisit .kext and my cleaning has not “hit the spot”.
    Where is the offending com.eltima.SyncMate.kext hiding??

    I’m not a unix/osX experienced user. Just stumbeling along with google in my pocket :9

    Please solve the riddle!

    Best regards
    Stein-Eirik

  • Hi Kim,

    If your Mac doesn’t boot, please follow these instructions:

    1) Start your computer from Recovery:
    Restart your Mac and hold down the Cmd+R keys at startup. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window with the options listed above. If you see a login window or your own desktop instead of the Utilities window, it’s possible that you didn’t press Command-R early enough. Restart your computer and try again.
    2) Run Terminal.app
    3) Execute command (this command is a default one, if you have other OS partition, please type in your system disk title instead of “HD”):
    cd /Volumes/Macintosh\ HD/System/Library/Extensions
    4) Execute command:
    ls -la | grep EltimaAsync.kext
    5) If nothing appeared after this command, then the problem is not caused by SyncMate 4, else execute:
    rm -rf ./EltimaAsync.kext
    6) Next execute:
    kextcache -update-volume /Volumes/Macintosh\ HD/
    7) Reload your Mac.

    If any other questions appear, feel free to ask our support team support@eltima.com

  • Hi Stein-Eirik1

    Please follow these instructions:

    1) Start your computer from Recovery:
    Restart your Mac and hold down the Cmd+R keys at startup. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window with the options listed above. If you see a login window or your own desktop instead of the Utilities window, it’s possible that you didn’t press Command-R early enough. Restart your computer and try again.
    2) Run Terminal.app
    3) Execute command (this command is a default one, if you have other OS partition, please type in your system disk title instead of “HD”):
    cd /Volumes/Macintosh\ HD/System/Library/Extensions
    4) Execute command:
    ls -la | grep EltimaAsync.kext
    5) If nothing appeared after this command, then the problem is not caused by SyncMate 4, else execute:
    rm -rf ./EltimaAsync.kext
    6) Next execute:
    kextcache -update-volume /Volumes/Macintosh\ HD/
    7) Reload your Mac.

    If any other questions appear, feel free to ask our support team support@eltima.com

  • Hi Brian,

    All you need is to move SyncMate from Applications folder to Trash and reload. That’s it.

    If any other questions appear, feel free to ask our support team support@eltima.com

  • Hi Michael,

    If the button is grayed out, then you do not have SyncMate 4 and it’s elements on your Mac.

    If any other questions appear, feel free to ask our support team support@eltima.com

  • Kim

    Thanks so much, just now seeing these messages for some reason. I decided to come search the info before taking my computer in so I could tell them what the description of the problem was. And that’s when I saw your messages… So glad I came looking b/””c maybe I can fix it myself now! ;) I’m paranoid about other people & my computer. LOL So I’m going to try this & will let you know what happens. Thanks!

  • Роман Онищенко

    Thank you for the good article and the helpful information.