6 Replies Latest reply: Dec 19, 2013 8:09 PM by Linc Davis
60watt Level 1 Level 1 (0 points)

So, I have had trouble with my mid-2010 MacBook Pro restarting because of a problem: black screen, restart, then white screen with the "problem" notice. I have read all the threads and problems that people have been having, and everything points to the video card or logic board.

 

I have brought my computer to the Apple store twice now for this same issue, once within the three year repair window, and most recently a few months beyond that deadline. The first time I was led to believe that it was the RAM, and I replaced (and upgraded) the RAM through Crucial (their recommended RAM), and replaced the HD as well. It continued to happen, though having a child decreased my screen time and thus decreased its instances to have some of that fade in my memory. After some more heavy use, and multiple restarts during one session, I once again replaced my HD (because I hadn't learned anything apparently), and upgraded to Mavericks. 35 seconds into my first session after a day of restoring my computer, it restarted and I scheduled an appt at the Apple store.

 

They took my computer, ran tests on the RAM and the video card, and after about a week told me that it must be a software issue. They reset (took out and reinstalled) my new HD and my RAM, and gave a full reinstall of Mavericks. I brought it home and rebuilt my HD using Time Machine, avoiding anything system-level and bringing over only apps, music, photos and documents. And... it persisted. I have since used process of elimination, swapping out my RAM, to learn that it is indeed not the RAM... its something in this computer.


After that long story, what do you recommend for my next trip to the Apple store? Can anyone point to a good approach, or an additional point of contact, to help me get this thing fixed for free? I did bring it in within the 3-year window, they just mis-diagnosed it. They seemed to suggest that their hands were tied... I saw there was some mention of people having success outside the 3-year window and I would love to know how.

 

Many thanks.


MacBook Pro, iOS 7.0.4, Mid-2010 2.53 GHz Core i5
  • 1. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    Linc Davis Level 10 Level 10 (118,030 points)

    If you have more than one user account, you must be logged in as an administrator to carry out these instructions.

      

    Launch the Console application in any of the following ways:

     

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

     

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

     

    ☞ Open LaunchPad. Click Utilities, then Console in the icon grid.

       

    Select the most recent panic report (with a name that begins with "Kernel" and ends in ".panic") under the heading System Diagnostic Reports on the left. If you don't see that heading, select  

     

    View ▹ Show Log List

    from the menu bar. Post the entire contents of the report — the text, please, not a screenshot. In the interest of privacy, I suggest you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header and body of the report, if it’s present (it may not be.) Please don't post any other kind of diagnostic report, such as a hang report.

  • 2. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    60watt Level 1 Level 1 (0 points)

    Anonymous UUID:       XXXX

     

     

    Mon Dec 16 22:02:28 2013

    panic(cpu 2 caller 0xffffff7f8a821fac): "GPU Panic: [<None>] 3 3 7f 0 0 0 0 3 : NVRM[0/1:0:0]: Read Error 0x00000100: CFG 0x0a2910de 0x00100000 0x00000000, BAR0 0xd2000000 0xffffff80a9cef000 0x0a5480a2, D0, P3/4\n"@/SourceCache/AppleGraphicsControl/AppleGraphicsControl-3.4.12/src/Apple MuxControl/kext/GPUPanic.cpp:127

    Backtrace (CPU 2), Frame : Return Address

    0xffffff8011ce36c0 : 0xffffff8009a22f69

    0xffffff8011ce3740 : 0xffffff7f8a821fac

    0xffffff8011ce3810 : 0xffffff7f8ab8653d

    0xffffff8011ce38d0 : 0xffffff7f8ac52d9e

    0xffffff8011ce3910 : 0xffffff7f8ac52dfc

    0xffffff8011ce3980 : 0xffffff7f8aecc5be

    0xffffff8011ce3ab0 : 0xffffff7f8ac76d41

    0xffffff8011ce3ad0 : 0xffffff7f8ab8d08d

    0xffffff8011ce3b80 : 0xffffff7f8ab8abae

    0xffffff8011ce3d80 : 0xffffff7f8ab8bc19

    0xffffff8011ce3e60 : 0xffffff7f8ab371e2

    0xffffff8011ce3eb0 : 0xffffff7f8b1cb66c

    0xffffff8011ce3f00 : 0xffffff7f8b1ca55e

    0xffffff8011ce3f20 : 0xffffff8009a4a15a

    0xffffff8011ce3fb0 : 0xffffff8009ad6aa7

          Kernel Extensions in backtrace:

             com.apple.driver.AppleMuxControl(3.4.12)[A4934A66-0E30-36E9-984A-650481102449]@ 0xffffff7f8a814000->0xffffff7f8a826fff

                dependency: com.apple.driver.AppleGraphicsControl(3.4.12)[661E3C87-5B97-3272-88FF-B9BA9B6E2 4ED]@0xffffff7f8a2b9000

                dependency: com.apple.iokit.IOACPIFamily(1.4)[045D5D6F-AD1E-36DB-A249-A346E2B48E54]@0xfffff f7f89ff7000

                dependency: com.apple.iokit.IOPCIFamily(2.8)[447B4896-16FF-3616-95A2-1C516B2A1498]@0xffffff 7f89ffe000

                dependency: com.apple.iokit.IOGraphicsFamily(2.3.6)[38E388A5-92D6-3388-B799-F2498E582287]@0 xffffff7f8a76e000

                dependency: com.apple.driver.AppleBacklightExpert(1.0.4)[E04639C5-D734-3AB3-A682-FE66694C66 53]@0xffffff7f8a80f000

             com.apple.nvidia.classic.NVDAResmanTesla(8.1.8)[0A1B6F41-168D-307A-BABD-162F3B3 C2786]@0xffffff7f8ab35000->0xffffff7f8ada3fff

                dependency: com.apple.iokit.IOPCIFamily(2.8)[447B4896-16FF-3616-95A2-1C516B2A1498]@0xffffff 7f89ffe000

                dependency: com.apple.iokit.IONDRVSupport(2.3.6)[86BA68C6-18DD-30A1-ABF6-54597AD6C277]@0xff ffff7f8a801000

                dependency: com.apple.iokit.IOGraphicsFamily(2.3.6)[38E388A5-92D6-3388-B799-F2498E582287]@0 xffffff7f8a76e000

             com.apple.nvidia.classic.NVDANV50HalTesla(8.1.8)[3666E0FC-87C7-3329-BD8C-2F1ADE D100A4]@0xffffff7f8ada4000->0xffffff7f8b050fff

                dependency: com.apple.nvidia.classic.NVDAResmanTesla(8.1.8)[0A1B6F41-168D-307A-BABD-162F3B3 C2786]@0xffffff7f8ab35000

                dependency: com.apple.iokit.IOPCIFamily(2.8)[447B4896-16FF-3616-95A2-1C516B2A1498]@0xffffff 7f89ffe000

             com.apple.driver.AGPM(100.14.11)[087FCB18-55FA-300E-9D22-DDE636C74BE1]@0xffffff 7f8b1c9000->0xffffff7f8b1dafff

                dependency: com.apple.iokit.IOPCIFamily(2.8)[447B4896-16FF-3616-95A2-1C516B2A1498]@0xffffff 7f89ffe000

                dependency: com.apple.driver.IOPlatformPluginFamily(5.5.1d27)[C86803C1-60BC-386D-9C54-2E6D7 4CCEA74]@0xffffff7f8a7d7000

                dependency: com.apple.iokit.IONDRVSupport(2.3.6)[86BA68C6-18DD-30A1-ABF6-54597AD6C277]@0xff ffff7f8a801000

                dependency: com.apple.iokit.IOGraphicsFamily(2.3.6)[38E388A5-92D6-3388-B799-F2498E582287]@0 xffffff7f8a76e000

                dependency: com.apple.AppleGraphicsDeviceControl(3.4.12)[C171C5AF-1BB6-385A-A4DB-3ED5626711 1E]@0xffffff7f8b1c5000

     

     

    BSD process name corresponding to current thread: kernel_task

     

     

    Mac OS version:

    13A603

     

     

    Kernel version:

    Darwin Kernel Version 13.0.0: Thu Sep 19 22:22:27 PDT 2013; root:xnu-2422.1.72~6/RELEASE_X86_64

    Kernel UUID: 1D9369E3-D0A5-31B6-8D16-BFFBBB390393

    Kernel slide:     0x0000000009800000

    Kernel text base: 0xffffff8009a00000

    System model name: MacBookPro6,2 (Mac-F22586C8)

     

     

    System uptime in nanoseconds: 102572696554101

    last loaded kext at 101798751902931: com.apple.driver.AppleBluetoothMultitouch          80.14 (addr 0xffffff7f8b250000, size 73728)

    last unloaded kext at 99271946098473: com.apple.driver.AppleMultitouchDriver          245.13 (addr 0xffffff7f8b23a000, size 90112)

    loaded kexts:

    com.apple.driver.AppleBluetoothMultitouch          80.14

    com.apple.driver.AudioAUUC          1.60

    com.apple.driver.AppleHWSensor          1.9.5d0

    com.apple.iokit.IOUserEthernet          1.0.0d1

    com.apple.iokit.IOBluetoothSerialManager          4.2.0f6

    com.apple.driver.AppleUpstreamUserClient          3.5.13

    com.apple.driver.AGPM          100.14.11

    com.apple.driver.AppleMikeyHIDDriver          124

    com.apple.GeForceTesla          8.1.8

    com.apple.driver.AppleIntelHDGraphics          8.1.8

    com.apple.driver.AppleHDA          2.5.2fc2

    com.apple.Dont_Steal_Mac_OS_X          7.0.0

    com.apple.driver.AppleMikeyDriver          2.5.2fc2

    com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport          4.2.0f6

    com.apple.driver.AppleSMCPDRC          1.0.0

    com.apple.driver.AppleSMCLMU          2.0.4d1

    com.apple.driver.AppleHWAccess          1

    com.apple.driver.AppleLPC          1.7.0

    com.apple.driver.AppleMuxControl          3.4.12

    com.apple.driver.ACPI_SMC_PlatformPlugin          1.0.0

    com.apple.driver.AppleIntelHDGraphicsFB          8.1.8

    com.apple.driver.AppleMCCSControl          1.1.12

    com.apple.driver.SMCMotionSensor          3.0.4d1

    com.apple.filesystems.autofs          3.0

    com.apple.driver.AppleUSBTCButtons          240.2

    com.apple.driver.AppleUSBCardReader          3.3.5

    com.apple.driver.AppleUSBTCKeyboard          240.2

    com.apple.driver.AppleIRController          325.7

    com.apple.iokit.SCSITaskUserClient          3.6.0

    com.apple.driver.XsanFilter          404

    com.apple.BootCache          35

    com.apple.iokit.IOAHCIBlockStorage          2.4.0

    com.apple.AppleFSCompression.AppleFSCompressionTypeZlib          1.0.0d1

    com.apple.iokit.AppleBCM5701Ethernet          3.6.9b9

    com.apple.driver.AirPort.Brcm4331          700.20.22

    com.apple.driver.AppleUSBHub          650.4.4

    com.apple.AppleFSCompression.AppleFSCompressionTypeDataless          1.0.0d1

    com.apple.driver.AppleFWOHCI          4.9.9

    com.apple.driver.AppleAHCIPort          2.9.5

    com.apple.driver.AppleUSBEHCI          650.4.1

    com.apple.driver.AppleSmartBatteryManager          161.0.0

    com.apple.driver.AppleACPIButtons          2.0

    com.apple.driver.AppleRTC          2.0

    com.apple.driver.AppleHPET          1.8

    com.apple.driver.AppleSMBIOS          2.0

    com.apple.driver.AppleACPIEC          2.0

    com.apple.driver.AppleAPIC          1.7

    com.apple.driver.AppleIntelCPUPowerManagementClient          216.0.0

    com.apple.security.quarantine          3

    com.apple.nke.applicationfirewall          153

    com.apple.driver.AppleIntelCPUPowerManagement          216.0.0

    com.apple.driver.AppleMultitouchDriver          245.13

    com.apple.driver.AppleBluetoothHIDKeyboard          170.15

    com.apple.driver.IOBluetoothHIDDriver          4.2.0f6

    com.apple.driver.AppleHIDKeyboard          170.15

    com.apple.iokit.IOSurface          91

    com.apple.iokit.IOSerialFamily          10.0.7

    com.apple.AppleGraphicsDeviceControl          3.4.12

    com.apple.iokit.IOBluetoothFamily          4.2.0f6

    com.apple.nvidia.classic.NVDANV50HalTesla          8.1.8

    com.apple.nvidia.classic.NVDAResmanTesla          8.1.8

    com.apple.driver.DspFuncLib          2.5.2fc2

    com.apple.vecLib.kext          1.0.0

    com.apple.iokit.IOAudioFamily          1.9.4fc11

    com.apple.kext.OSvKernDSPLib          1.14

    com.apple.iokit.IOBluetoothHostControllerUSBTransport          4.2.0f6

    com.apple.iokit.IOFireWireIP          2.2.5

    com.apple.driver.AppleHDAController          2.5.2fc2

    com.apple.iokit.IOHDAFamily          2.5.2fc2

    com.apple.driver.AppleSMBusPCI          1.0.12d1

    com.apple.driver.AppleBacklightExpert          1.0.4

    com.apple.iokit.IONDRVSupport          2.3.6

    com.apple.driver.AppleGraphicsControl          3.4.12

    com.apple.driver.IOPlatformPluginLegacy          1.0.0

    com.apple.driver.IOPlatformPluginFamily          5.5.1d27

    com.apple.driver.AppleSMBusController          1.0.11d1

    com.apple.iokit.IOGraphicsFamily          2.3.6

    com.apple.driver.AppleSMC          3.1.6d1

    com.apple.kext.triggers          1.0

    com.apple.driver.AppleHIDMouse          180.9

    com.apple.driver.AppleUSBMultitouch          240.6

    com.apple.iokit.IOUSBMassStorageClass          3.6.0

    com.apple.iokit.IOSCSIBlockCommandsDevice          3.6.0

    com.apple.iokit.IOUSBHIDDriver          650.4.4

    com.apple.iokit.IOSCSIMultimediaCommandsDevice          3.6.0

    com.apple.iokit.IOBDStorageFamily          1.7

    com.apple.iokit.IODVDStorageFamily          1.7.1

    com.apple.iokit.IOCDStorageFamily          1.7.1

    com.apple.driver.AppleUSBMergeNub          650.4.0

    com.apple.driver.AppleUSBComposite          650.4.0

    com.apple.iokit.IOAHCISerialATAPI          2.6.0

    com.apple.iokit.IOSCSIArchitectureModelFamily          3.6.0

    com.apple.iokit.IOEthernetAVBController          1.0.3b3

    com.apple.driver.mDNSOffloadUserClient          1.0.1b4

    com.apple.iokit.IO80211Family          600.34

    com.apple.iokit.IONetworkingFamily          3.2

    com.apple.iokit.IOUSBUserClient          650.4.4

    com.apple.iokit.IOFireWireFamily          4.5.5

    com.apple.driver.AppleEFINVRAM          2.0

    com.apple.iokit.IOAHCIFamily          2.6.0

    com.apple.iokit.IOUSBFamily          650.4.4

    com.apple.driver.AppleEFIRuntime          2.0

    com.apple.iokit.IOHIDFamily          2.0.0

    com.apple.iokit.IOSMBusFamily          1.1

    com.apple.security.TMSafetyNet          7

    com.apple.security.sandbox          278.10

    com.apple.kext.AppleMatch          1.0.0d1

    com.apple.iokit.IOReportFamily          21

    com.apple.driver.DiskImages          371.1

    com.apple.iokit.IOStorageFamily          1.9

    com.apple.driver.AppleKeyStore          2

    com.apple.driver.AppleFDEKeyStore          28.30

    com.apple.driver.AppleACPIPlatform          2.0

    com.apple.iokit.IOPCIFamily          2.8

    com.apple.iokit.IOACPIFamily          1.4

    com.apple.kec.pthread          1

    com.apple.kec.corecrypto          1.0

     

     

    System Profile:

    Model: MacBookPro6,2, BootROM MBP61.0057.B0F, 2 processors, Intel Core i5, 2.53 GHz, 4 GB, SMC 1.58f17

    Graphics: Intel HD Graphics, Intel HD Graphics, Built-In, 288 MB

    Graphics: NVIDIA GeForce GT 330M, NVIDIA GeForce GT 330M, PCIe, 256 MB

    Memory Module: BANK 1/DIMM0, 4 GB, DDR3, 1067 MHz, 0x859B, 0x435434473353313036374D2E4D3136464D52

    AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x93), Broadcom BCM43xx 1.0 (5.106.98.100.22)

    Bluetooth: Version 4.2.0f6 12982, 3 services, 23 devices, 1 incoming serial ports

    Network Service: Ethernet, Ethernet, en0

    Network Service: Wi-Fi, AirPort, en1

    Serial ATA Device: TOSHIBA MQ01ABD100, 1 TB

    Serial ATA Device: MATSHITADVD-R   UJ-898

    USB Device: Hub

    USB Device: Apple Internal Keyboard / Trackpad

    USB Device: BRCM2070 Hub

    USB Device: Bluetooth USB Host Controller

    USB Device: Internal Memory Card Reader

    USB Device: Hub

    USB Device: Built-in iSight

    USB Device: IR Receiver

    Thunderbolt Bus:

  • 3. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    60watt Level 1 Level 1 (0 points)

    Thanks Linc... this looks like hieroglyphics to me. I really apprecaite you taking a look for me.

  • 4. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    Linc Davis Level 10 Level 10 (118,030 points)

    You have the MacBookPro6,2, the Edsel of Macs. It has a defective logic board that may be covered by this recall program:

    MacBook Pro (15-inch, Mid 2010): Intermittent black screen or loss of video

    Make a "Genius" appointment at an Apple Store, or go to another authorized service provider, to have the machine tested. The routine hardware diagnostics used by service providers do not detect the fault. There is a specific test for this issue.

    Print the first page of the panic report, and the support page linked above, and bring them with you.

    Note that the recall only applies within three years of purchase. After that, Apple may refuse the service. In that case, you may be quoted a price of about $300 (in the U.S.) for a "depot repair," which involves shipping the unit to a central repair facility and takes about two weeks. For that flat fee, anything found wrong with it should be fixed, not just the logic board.

    The model was discontinued in February 2011, so the replacement program will be ending soon. Some units may have been sold by Apple as refurbished after that date.

    Back up all data on the internal drive(s) before you hand over your computer to anyone. If privacy is a concern, erase the data partition(s) with the option to write zeros* (do this only if you have at least two complete, independent backups, and you know how to restore to an empty drive from any of them.) Don’t erase the recovery partition, if present.

     

     

    Sometimes the replacement part is also defective, so be prepared for that possibility.
       
    If it's too late for your unit to be repaired under the program, and you don't want to pay for a new logic board, you may be able to stop the panics by disabling automatic graphics switching.
       
    *An SSD doesn't need to be zeroed.
  • 5. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    60watt Level 1 Level 1 (0 points)

    Thank you for your help Linc. I have turned off Automatic Graphics Switching - perhaps that will help.

     

    I am outside of the 3-year window by a few months. I explained my situation in my fist post - I had brought it in once within the 3-year window and they said it was probably bad RAM. I replaced the RAM and the HD, and it continued. I brought it back about a month ago (outside the 3-year window) and they ran a battery of tests on it for almost a week. Their conclusion was a "software problem," and they erased it and gave it back to me. One day after finally getting all my data back on, it began happening again.

     

    What I'd love to know is whether people have had success getting apple to fix it outside of the 3-year window. Perhaps I can make my case about the earlier mis-diagnosis?

     

    Does anybody have any stories of success? Any additional points of contact at Apple that might help?

     

    Many thanks.

  • 6. Re: MacBook Pro Restarts: How have people fared in getting apple to fix this?
    Linc Davis Level 10 Level 10 (118,030 points)

    What I'd love to know is whether people have had success getting apple to fix it outside of the 3-year window.

     

    Yes, some have. Store managers seem to have some discretion. Explain the circumstances politely. If necessary, escalate to Apple customer service.