Q: Macbook Pro (15" early 2011) horizontal lines on screen and not booting...?

Released Feb 20th, there is now a quality program for 15" MacBook Pros that exhibit video issues. Contact apple technical support or visit your nearest service provider to see if yours was an affected model

17-inch models are also being recalled. These are the affected models:

• 15-inch and 17-inch MacBook Pro models manufactured in 2011
• 15-inch MacBook Pro with Retina models manufactured from Mid 2012 to Early 2013

I'm new to this forum so I'll apologise for anything stupid I might say.

I have a Macbook Pro (late 2011). Last week the computer wouldn't boot. The screen showed a green apple with horizontal lines during startup and it would not progress past a blank gray screen with the fans going nuts for some time. Restarted several times and nothing. Reseted the NVRAM/PRAM and also nothing happened.

I took the MBP to a AASP (TSI Informatica) in Sao Paulo (Brazil) and after a couple of days they called me reporting that the laptop had a problem in the logic board and it needed to be replaced. They also said this issue wasn't related to "video" and therefore was not eligible for the repair program announced by Apple on February 19th this year. Since the computer was not in the program the cost of the repair would be 700 usd.

I'm not convinced with the AASP response. The same problem was extensively discussed in this thread, with dozens of users reporting the same issue suggesting this might be a graphics card issue. 

Does anyone know if this is in fact a video issue? Has anyone with the same problem as mine that has gotten their MTB repaired by Apple in the repair program?

Thanks for reading.

Sounds to me like the people at TSI - Informática don't know what in the blue moon they're talking about. Your problem is the same as everybody else's here from what I can tell. If you have lines across the screen during startup, that's a clear sign that something's wrong with the graphics.

The GPUs on MacBook Pros are imbedded into the logic board, so of course you have a logic board problem. It is also a problem with the video card and should be eligible for the repair program. The repair program will allow the entire logic board to be replaced.

I would try to convince them that your problem is the same as everybody else's who is eligible for the repair, and if they still don't repair it for free try somewhere else.

Do you have an actual Apple Store in your area? That's where I took mine, and they've been great about repairs. They eventually just gave me a brand new laptop for free (although they probably wouldn't now that the repair program is in place). I did have to drive an hour to get there, but it was worth it. I'm in the United States though, not sure how it is in Brazil.

I'm traveling right now so I thought the best thing I could do from where I am was to call Apple Support (also there are no Apple Stores in Sao Paulo).

I just spoke on the phone with a guy from Apple Support in Brazil. He basically said that if the tests the AASP ran on my computer did not show any defect in the graphics processor, the macbook is not in the repair program and therefore they would not replace the logic board. However, he said he would call tomorrow to the AASP to learn what kind of tests they did and understand what is happening (and maybe tell them to ran new tests on the MBP).

I'll have some news tomorrow night when he's going to call me with new information.

Have a good one.

I have the same problem. but after a couple of trial i am able to boot my system after that i scan my mac with EtreCheck. Blow is the report for my Mac. Can anybody explain me the cause of this?

here i am submitting my EtireCheck report of my macbook pro late 2011.

Problem description:

Booting trouble grey horizontal lines appear and grey blanc screen

EtreCheck version: 2.1.8 (121)

Report generated 13 March 2015 1:54:23 pm IST

Download EtreCheck from http://etresoft.com/etrecheck

Click the [Click for support] links for help with non-Apple products.

Click the [Click for details] links for more information about that line.

Hardware Information: ℹ️

    MacBook Pro (15-inch, Late 2011) (Technical Specifications)

    MacBook Pro - model: MacBookPro8,2

    1 2.4 GHz Intel Core i7 CPU: 4-core

    4 GB RAM Upgradeable

        BANK 0/DIMM0

            2 GB DDR3 1333 MHz ok

        BANK 1/DIMM0

            2 GB DDR3 1333 MHz ok

    Bluetooth: Old - Handoff/Airdrop2 not supported

    Wireless:  en1: 802.11 a/b/g/n

    Battery Health: Normal - Cycle count 880

Video Information: ℹ️

    Intel HD Graphics 3000 - VRAM: 384 MB

        Color LCD 1440 x 900

    AMD Radeon HD 6770M - VRAM: 1024 MB

System Software: ℹ️

    OS X 10.10.2 (14C1510) - Time since boot: 0:47:3

Disk Information: ℹ️

    TOSHIBA MK7559GSXF disk0 : (750.16 GB)

        EFI (disk0s1) <not mounted> : 210 MB

        Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

        Macintosh HD (disk1) / : 748.93 GB (329.41 GB free)

            Encrypted AES-XTS Unlocked

            Core Storage: disk0s2 749.30 GB Online

    MATSHITADVD-R   UJ-8A8

USB Information: ℹ️

    Apple Inc. FaceTime HD Camera (Built-in)

    Apple Inc. BRCM2070 Hub

        Apple Inc. Bluetooth USB Host Controller

    Apple Inc. Apple Internal Keyboard / Trackpad

    Microsoft Microsoft® Nano Transceiver v2.0

    Apple Computer, Inc. IR Receiver

Thunderbolt Information: ℹ️

    Apple Inc. thunderbolt_bus

Configuration files: ℹ️

    /etc/sysctl.conf - Exists

    /etc/hosts - Count: 17

Gatekeeper: ℹ️

    Mac App Store and identified developers

Kernel Extensions: ℹ️

        /Library/Application Support/HASP/kexts

    [not loaded]    com.aladdin.kext.aksfridge (1.0.2) [Click for support]

        /Library/Application Support/Hotspot Shield

    [not loaded]    com.anchorfree.tun (1.1.1 - SDK 10.8) [Click for support]

        /Library/Application Support/Quick Heal

    [loaded]    com.quickheal.driver.rtsysflt (1.1) [Click for support]

    [loaded]    com.quickheal.nke.emlprosf (1.0) [Click for support]

    [loaded]    com.quickheal.nke.websecsf (1.0) [Click for support]

        /Library/Application Support/Roxio

    [not loaded]    com.roxio.TDIXController (2.0) [Click for support]

        /Library/Extensions

    [loaded]    com.sophos.kext.sav (9.2.50 - SDK 10.8) [Click for support]

    [loaded]    com.sophos.nke.swi (9.2.50 - SDK 10.8) [Click for support]

        /Library/Extensions/HuaweiDataCardDriver_10_9.kext/Contents/PlugIns

    [not loaded]    com.MBB.driver.MBBACMData (5.01.01 - SDK 10.8) [Click for support]

    [not loaded]    com.MBB.driver.MBBActivateDriver (5.01.00 - SDK 10.8) [Click for support]

    [not loaded]    com.MBB.driver.MBBEthernetData (5.01.01 - SDK 10.8) [Click for support]

        /System/Library/Extensions

    [not loaded]    com.ZTE.driver.ModemDriverMac (1.0.2d1) [Click for support]

Problem System Launch Agents: ℹ️

    [killed]    com.apple.coreservices.appleid.authentication.plist

    [killed]    com.apple.security.cloudkeychainproxy.plist

    2 processes killed due to memory pressure

Problem System Launch Daemons: ℹ️

    [killed]    com.apple.ctkd.plist

    [killed]    com.apple.findmymac.plist

    [killed]    com.apple.ifdreader.plist

    [killed]    com.apple.nehelper.plist

    [killed]    com.apple.nsurlsessiond.plist

    [killed]    com.apple.wdhelper.plist

    [killed]    com.apple.xpc.smd.plist

    [killed]    org.cups.cupsd.plist

    8 processes killed due to memory pressure

Launch Agents: ℹ️

    [not loaded]    com.adobe.AAM.Updater-1.0.plist [Click for support]

    [running]    com.adobe.AdobeCreativeCloud.plist [Click for support]

    [running]    com.bjango.istatmenusagent.plist [Click for support]

    [running]    com.bjango.istatmenusnotifications.plist [Click for support]

    [loaded]    com.google.keystone.agent.plist [Click for support]

    [loaded]    com.oracle.java.Java-Updater.plist [Click for support]

    [loaded]    com.quickheal.avstatus.plist [Click for support]

    [loaded]    com.quickheal.strtupap.plist [Click for support]

    [running]    com.sophos.uiserver.plist [Click for support]

    [not loaded]    com.teamviewer.teamviewer.plist [Click for support]

    [not loaded]    com.teamviewer.teamviewer_desktop.plist [Click for support]

    [running]    com.uc.NotifiTest.plist [Click for support]

Launch Daemons: ℹ️

    [loaded]    com.adobe.fpsaud.plist [Click for support]

    [loaded]    com.anchorfree.ajaxserver.plist [Click for support]

    [running]    com.bjango.istatmenusdaemon.plist [Click for support]

    [running]    com.fxtech.fxlm.plist [Click for support]

    [loaded]    com.google.keystone.daemon.plist [Click for support]

    [loaded]    com.macpaw.CleanMyMac2.Agent.plist [Click for support]

    [loaded]    com.microsoft.office.licensing.helper.plist [Click for support]

    [loaded]    com.oracle.java.Helper-Tool.plist [Click for support]

    [loaded]    com.oracle.java.JavaUpdateHelper.plist [Click for support]

    [running]    com.quickheal.emlprod.plist [Click for support]

    [running]    com.quickheal.opssvc.plist [Click for support]

    [running]    com.quickheal.qhhlpsvc.plist [Click for support]

    [running]    com.sophos.common.servicemanager.plist [Click for support]

    [loaded]    com.teamviewer.Helper.plist [Click for support]

    [not loaded]    com.teamviewer.teamviewer_service.plist [Click for support]

User Launch Agents: ℹ️

    [loaded]    com.adobe.AAM.Updater-1.0.plist [Click for support]

    [loaded]    com.adobe.ARM.[...].plist [Click for support]

    [loaded]    com.macpaw.CleanMyMac2Helper.diskSpaceWatcher.plist [Click for support]

    [loaded]    com.macpaw.CleanMyMac2Helper.scheduledScan.plist [Click for support]

    [loaded]    com.macpaw.CleanMyMac2Helper.trashWatcher.plist [Click for support]

User Login Items: ℹ️

    iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

    Sophos Anti-Virus    Application  (/Applications/Sophos Anti-Virus.app)

    younity    Application  (/Users/[redacted]/Applications/younity.app)

Internet Plug-ins: ℹ️

    AdobeExManDetect: Version: AdobeExManDetect 1.1.0.0 - SDK 10.7 [Click for support]

    FlashPlayer-10.6: Version: 16.0.0.305 - SDK 10.6 [Click for support]

    AdobeAAMDetect: Version: AdobeAAMDetect 2.0.0.0 - SDK 10.7 [Click for support]

    AdobePDFViewerNPAPI: Version: 11.0.10 - SDK 10.6 [Click for support]

    AdobePDFViewer: Version: 11.0.10 - SDK 10.6 [Click for support]

    Flash Player: Version: 16.0.0.305 - SDK 10.6 Outdated! Update

    Default Browser: Version: 600 - SDK 10.10

    QuickTime Plugin: Version: 7.7.3

    Silverlight: Version: 5.1.30514.0 - SDK 10.6 [Click for support]

    JavaAppletPlugin: Version: Java 8 Update 31 Check version

Safari Extensions: ℹ️

    Instapaper

    Dictionary

    Save to Pocket

    Pinterest

    YoutubeWide

    Tumblr+

3rd Party Preference Panes: ℹ️

    Flash Player  [Click for support]

    Growl  [Click for support]

    Java  [Click for support]

    Perian  [Click for support]

Time Machine: ℹ️

    Skip System Files: NO

    Mobile backups: OFF

    Auto backup: YES

    Volumes being backed up:

        Macintosh HD: Disk size: 748.93 GB Disk used: 419.51 GB

    Destinations:

        Data [Network]

        Total size: 2.00 TB

        Total number of backups: 0

        Oldest backup: -

        Last backup: -

        Size of backup disk: Adequate

            Backup size 2.00 TB > (Disk used 419.51 GB X 3)

Top Processes by CPU: ℹ️

        23%    WindowServer

         4%    CalendarAgent

         3%    SystemUIServer

         2%    CleanMyMac 2

         1%    InterCheck

Top Processes by Memory: ℹ️

    309 MB    clamd

    107 MB    spindump

    107 MB    swupd_syncd

    90 MB    amavisd (master)

    82 MB    SystemUIServer

Virtual Memory Information: ℹ️

    27 MB    Free RAM

    1.03 GB    Active RAM

    1.04 GB    Inactive RAM

    1.07 GB    Wired RAM

    6.86 GB    Page-ins

    825 MB    Page-outs

Diagnostics Information: ℹ️

    Mar 13, 2015, 12:48:23 PM    Self test - passed

    Mar 13, 2015, 01:11:00 AM    /Library/Logs/DiagnosticReports/Kernel_2015-03-13-011100_[redacted].panic [Click for details]

    Mar 13, 2015, 01:00:21 AM    /Library/Logs/DiagnosticReports/Kernel_2015-03-13-010021_[redacted].panic [Click for details]

    Mar 12, 2015, 11:16:23 AM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2015-03-12-111623_[ redacted].hang

    Mar 12, 2015, 11:16:21 AM    /Library/Logs/DiagnosticReports/Safari_2015-03-12-111621_[redacted].hang

    Mar 10, 2015, 10:58:32 PM    /Library/Logs/DiagnosticReports/SophosAVAgent_2015-03-10-225832_[redacted].cras h

    Mar 10, 2015, 10:23:52 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2015-03-10-222352_[ redacted].cpu_resource.diag [Click for details]

    Mar 10, 2015, 09:10:01 PM    /Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2015-03-10-211001_[ redacted].cpu_resource.diag [Click for details]

    Mar 10, 2015, 06:04:31 PM    /Library/Logs/DiagnosticReports/SophosAVAgent_2015-03-10-180431_[redacted].cras h

    Mar 10, 2015, 05:59:35 PM    /Library/Logs/DiagnosticReports/SophosAVAgent_2015-03-10-175935_[redacted].cras h

    Mar 10, 2015, 04:04:36 PM    /Library/Logs/DiagnosticReports/SophosAVAgent_2015-03-10-160436_[redacted].cras h

Good news. Earlier today I got a call from Apple Support. The guy didn't wanna give me much information, only that the people from the AASP reviewed my case and that someone from the AASP would call me later today. Someone from TSI Informatica (the AASP) called me, he basically apologized for te misunderstood, blamed Apple network being down (not sure what that means), so they couldn't update my computer problem status and Apple could authorize the repair on my computer. I should get the MacBook with the logic board replaced by the end of the next week with no charges.

Thanks for the help. Next week I'll post new info.

Great to hear! Hope all goes well with the new logic board.

Just got my computer back from the AASP with the logic board replaced. So far so good.

What really bothered me was the customer service at the AASP (TSI Informatica). I had to speak to Apple Support (which was really considerate and efficient, I should admit) so the AASP would acknowledge my MBP was part of the repair program.

Best,

Filipe

Well this might be a new twist but i have a late 2007 15 inch MBP. I had a display issue in late January and had the logic board and battery replaced. The issue cropped up again a month ago and they replaced the display, all under Apple Care. Tonight I was using Chrome, running only iMessage, Chrome and Mail and Chrome stopped loading things. I closed the laptop and walked away from it only to hear it restart while closed. When I opened the screen it was restarting with the jagged red horizontal lines then boots into a blank gray screen, then reboots itself and starts all over. None of the key combinations talked about earlier in the thread have helped. Fortunately the logic board and display are both still under their 90 day warranty. i have a call scheduled with apple in the morning and an appointment at the genius bar on Thursday, which was the earliest I could get.

Has anyone heard of earlier model MBPs having this issue?

To anyone who has been able to use the recall:

https://www.apple.com/support/macbookpro-videoissues/

I have suffrered this issue twice, had got mine working again using the param reset plus space key combination.

Took it in for repair (local Apple dealer) after the recall was announced. It was returned as fault not reproducible, for which I had to pay £78.

The above link says "Note: If your MacBook Pro is not experiencing any of these symptoms and is not one of the products affected, you do not need to contact Apple."

Why 'and'? Do they not repair anyway (as this is a recall) whether or not the symptoms can be reproduced?

Has anyone had the repair done, even though it was not showing the symptoms, please?

" It was returned as fault not reproducible, for which I had to pay £78."

Many years ago there was a similar recall and my client's Mac was rejected for recall for the same reason. A Mac Tech friend of mine and I ran the ASD for her machine on loop for over 4 hours when it finally kicked out an error code. I gave her the code and she went back to the Apple Store. Result - free repair and all other expenses reimbursed.

⬆⬆⬆⬆⬆

That's what I would suggest doing. Get a program that is designed to stress the graphics card and run it until the machine breaks. What I found in my four GPU failures was that the machine tended to fail after cooling down from being outside in the sun for half an hour to an hour or so, so you might try that. Anything to get the GPU to snap. Once it snaps, Apple shouldn't give you any quarrel about the repair. I don't see why they would charge you 78 pounds just to have the machine sent off when they didn't even do anything to help repair it.

On another note, you may want to drive to your nearest Apple Store instead of a local Apple dealer. In my experience, the people at the Genius Bar are willing to do a lot to help you get what you need. I was not able to reproduce my graphics issue one time while I was up there (the computer suddenly started working as soon as I pulled it out to show the guy... go figure), but the guy at the genius bar had the logic board replaced anyway, free of charge (I was still under warranty from my previous repair).

I'm currently waiting for my check for $330 from Apple for the original repair. The advisor I spoke to on the phone almost bent over backwards just to get me the extra $20 in taxes that I didn't even know I paid and told him it wasn't necessary to pay me back for.

I have had this issue a couple of times in the not so distant past and my MacBook started a downward spiral last night. Working on a project then black screen. On reboot lines, spinning wheel then grey screen. Tried everything and found that holding the power button after a period of inactivity was the only thing that would let me boot back in. I even got a real blue screen of death a couple of times while trying to reboot.

Twice today it has happened to me which led me to this forum. I'm glad there is a fix for selected models unfortunately when I enter my serial number it does not acknowledge that it is effected. I have booked a call tomorrow and will discuss the issue then.

Could it be possible to have these issues and still not get a repair done on the extended program. I have had MacBook Pro's for 7 years now and have had my company buy apple devices for stock. I work in events and have an awards show tomorrow and need to now find another MacBook Pro or use my iPad for award stings and sound system balance. If this happened mid gig I'm sure I would be chased for compensation from my client. I hope Apple appreciate that purchasers of their products do so because they work (or are meant to) when asked to and are used in the highest regard by proffesionals because they are dependable. It's a shame that they have let this issue go for so long without comment.

I will post again tomorrow after I have spoken to apple.

Regards,

MAlcolm

Many thanks to Mandolin Guy and Spudnuty for the replies.