hbm3085

Q: New Macbook pro crashing frequently

Hi,

It has only been 1.5 months since I have been using my new Macbook Pro 13" Retina Display. Here is the specs for my laptop:

 

I usually keep a portable HDD connected while working and also prefer to use Thunderbolt to Ethernet adapter (as I have to move large files to work)

 

Problem: The laptop keeps crashing every now and and restarts with multi-lingual error screen. Initially I observed this happened while transferring large files as it kept crashing in very early stages of file transfer. Later on, it also crashed with general use i.e. non involving any file transfer over the internet. The thunderbolt to Ethernet adapter and the laptop itself becomes hot (> 70'c). I went to genius bar and they did all their hardware checks, everything came back ok. They also did a large file transfer but nothing happened. I was told it is probably due to long extensive use and high temperature that escalates the issue and prompts it to turn off for safety.


Next day, it crashed again (while on wifi, no thunderbolt, no portable HDD i.e. all naked) while I was downloading a mere 100MB file. This is extremely frustrating. I have invested so much money thinking nothing should beat a Macbook pro but it can't even seem to be able to handle normal day-to-day use. I saved and showed panic reports to Genius bar staff but they said its beyond their expertise to investigate that. I was suggested by Genius bar to involve local third party company (basically I would pay for this!) who can look into this problem in detail. I am a hardcore Windows user and only recently converted. Hopefully someone can understand my frustration! If it helps I am happy to share panic reports collected at different intervals. ANY SORT OF HELP WOULD BE TRULY APPRECIATED.

 

Thanks!

 

<Image Edited by Host to Remove Personal Information>

MacBook Pro with Retina display, OS X El Capitan (10.11.4), null

Posted on Jul 5, 2016 9:04 AM

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Q: New Macbook pro crashing frequently

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  • by Linc Davis,

    Linc Davis Linc Davis Jul 5, 2016 9:03 AM in response to hbm3085
    Level 10 (207,963 points)
    Applications
    Jul 5, 2016 9:03 AM in response to hbm3085

    These instructions must be carried out as an administrator. If you have only one user account, you are the administrator.

    Please launch the Console application in any one 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 and start typing the name.

    In the Console window, select

              DIAGNOSTIC AND USAGE INFORMATION System Diagnostic Reports

    (not Diagnostic and Usage Messages) from the log list on the left. If you don't see that list, select

              View Show Log List

    from the menu bar.

    There is a disclosure triangle to the left of the list item. If the triangle is pointing to the right, click it so that it points down. You'll see a list of reports. A panic report has a name that begins with "Kernel" and ends in ".panic". Select the most recent one. The contents of the report will appear on the right. Use copy and paste to post the entire contents—the text, not a screenshot.

    If you don't see any reports listed, but you know there was a panic, you may have chosen Diagnostic and Usage Messages from the log list. Choose DIAGNOSTIC AND USAGE INFORMATION instead.

    In the interest of privacy, I suggest that, before posting, you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if it’s present (it may not be.)

    Please don’t post other kinds of diagnostic report.

    I know the report is long, maybe several hundred lines. Please post all of it anyway.

    When you post the report, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

    If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

  • by OGELTHORPE,

    OGELTHORPE OGELTHORPE Jul 5, 2016 10:45 AM in response to hbm3085
    Level 9 (52,313 points)
    Mac OS X
    Jul 5, 2016 10:45 AM in response to hbm3085

    Apparently your MBP has had a kernel panic.  Log and post it per these directions:

     

    https://support.apple.com/en-us/HT201753

     

    Ciao.

  • by hbm3085,

    hbm3085 hbm3085 Jul 11, 2016 4:09 AM in response to Linc Davis
    Level 1 (4 points)
    Notebooks
    Jul 11, 2016 4:09 AM in response to Linc Davis

    Hi Linc,

     

    Thanks for the thorough instructions. I am pasting the entire contents of the latest panic report below.

    Anonymous UUID:       <removed for this post>

     

     

    Mon Jun 13 12:24:24 2016

     

     

    *** Panic Report ***

    panic(cpu 2 caller 0xffffff801b3ce40a): Kernel trap at 0xffffff801b646d2c, type 13=general protection, registers:

    CR0: 0x000000008001003b, CR2: 0x000024bce361a000, CR3: 0x000000001e62d000, CR4: 0x00000000003627e0

    RAX: 0xdeadbeefdeadbeef, RBX: 0xffffff803d8df180, RCX: 0xffffffffa911b44f, RDX: 0x0000000000000001

    RSP: 0xffffff820516b8f0, RBP: 0xffffff820516b970, RSI: 0x0000000000000002, RDI: 0xffffff8039fd47c0

    R8:  0xffffff8039fd2800, R9:  0xffffff804b249830, R10: 0x0000000000000238, R11: 0x00000f87ec7589cc

    R12: 0xffffff804b249210, R13: 0x0000000000000001, R14: 0xffffff804b249830, R15: 0xffffff803d8df040

    RFL: 0x0000000000010282, RIP: 0xffffff801b646d2c, CS:  0x0000000000000008, SS:  0x0000000000000010

    Fault CR2: 0x000024bce361a000, Error code: 0x0000000000000000, Fault CPU: 0x2, PL: 0

     

     

    Backtrace (CPU 2), Frame : Return Address

    0xffffff81fa1dddf0 : 0xffffff801b2dab12

    0xffffff81fa1dde70 : 0xffffff801b3ce40a

    0xffffff81fa1de050 : 0xffffff801b3ec273

    0xffffff81fa1de070 : 0xffffff801b646d2c

    0xffffff820516b970 : 0xffffff801b643964

    0xffffff820516bd90 : 0xffffff801b62fec7

    0xffffff820516bde0 : 0xffffff801b631403

    0xffffff820516bf40 : 0xffffff801b56623c

    0xffffff820516bfb0 : 0xffffff801b3c8e27

     

     

    BSD process name corresponding to current thread: kernel_task

     

     

    Mac OS version:

    15E65

     

     

    Kernel version:

    Darwin Kernel Version 15.4.0: Fri Feb 26 22:08:05 PST 2016; root:xnu-3248.40.184~3/RELEASE_X86_64

    Kernel UUID: 4E7B4496-0B81-34E9-97AF-F316103B0839

    Kernel slide:     0x000000001b000000

    Kernel text base: 0xffffff801b200000

    __HIB  text base: 0xffffff801b100000

    System model name: MacBookPro12,1 (Mac-E43C1C25D4880AD6)

     

     

    System uptime in nanoseconds: 17076462186576

    last loaded kext at 10794715105356: com.apple.iokit.AppleBCM5701Ethernet 10.2.0 (addr 0xffffff7f9c643000, size 311296)

    loaded kexts:

    com.fortinet.fct.kext.fctapnke 1

    com.fortinet.fct.kext.avkern 1.0.1

    com.McAfee.AVKext 1

    com.apple.iokit.AppleBCM5701Ethernet 10.2.0

    com.apple.filesystems.exfat 1.4

    com.apple.filesystems.smbfs 3.0.0

    com.apple.filesystems.autofs 3.0

    com.apple.driver.AudioAUUC 1.70

    com.apple.driver.AGPM 110.21.18

    com.apple.driver.ApplePlatformEnabler 2.6.0d0

    com.apple.driver.X86PlatformShim 1.0.0

    com.apple.driver.AppleOSXWatchdog 1

    com.apple.driver.AppleGraphicsDevicePolicy 3.7.7

    com.apple.driver.AppleUpstreamUserClient 3.6.1

    com.apple.driver.AppleHDAHardwareConfigDriver 274.7

    com.apple.driver.AppleLPC 3.1

    com.apple.driver.AppleHDA 274.7

    com.apple.driver.ACPI_SMC_PlatformPlugin 1.0.0

    com.apple.driver.AppleIntelBDWGraphics 10.1.4

    com.apple.driver.pmtelemetry 1

    com.apple.iokit.IOUserEthernet 1.0.1

    com.apple.iokit.IOBluetoothSerialManager 4.4.4f4

    com.apple.Dont_Steal_Mac_OS_X 7.0.0

    com.apple.driver.AppleMuxControl 3.12.6

    com.apple.driver.AppleSMCLMU 208

    com.apple.driver.AppleHV 1

    com.apple.driver.AppleThunderboltIP 3.0.8

    com.apple.driver.AppleBacklight 170.8.9

    com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport 4.4.4f4

    com.apple.driver.AppleIntelBDWGraphicsFramebuffer 10.1.4

    com.apple.driver.AppleCameraInterface 5.46.0

    com.apple.driver.AppleIntelSlowAdaptiveClocking 4.0.0

    com.apple.driver.AppleFIVRDriver 4.1.0

    com.apple.driver.AppleMCCSControl 1.2.13

    com.apple.driver.AppleUSBStorageCoexistentDriver 3.7.1

    com.apple.driver.AppleUSBCardReader 3.7.1

    com.apple.iokit.SCSITaskUserClient 3.7.7

    com.apple.iokit.IOBluetoothUSBDFU 4.4.4f4

    com.apple.driver.CoreStorageFsck 517.20.1

    com.apple.driver.AppleFileSystemDriver 3.0.1

    com.apple.AppleFSCompression.AppleFSCompressionTypeDataless 1.0.0d1

    com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0

    com.apple.BootCache 38

    com.apple.iokit.IOAHCIBlockStorage 2.8.5

    com.apple.driver.AppleAHCIPort 3.1.8

    com.apple.driver.AppleTopCaseHIDEventDriver 86

    com.apple.driver.AirPort.Brcm4360 1040.1.1a6

    com.apple.driver.AppleSmartBatteryManager 161.0.0

    com.apple.driver.AppleACPIButtons 4.0

    com.apple.driver.AppleRTC 2.0

    com.apple.driver.AppleHPET 1.8

    com.apple.driver.AppleSMBIOS 2.1

    com.apple.driver.AppleACPIEC 4.0

    com.apple.driver.AppleAPIC 1.7

    com.apple.nke.applicationfirewall 163

    com.apple.security.quarantine 3

    com.apple.security.TMSafetyNet 8

    com.apple.iokit.IOEthernetAVBController 1.0.3b3

    com.apple.driver.AppleThunderboltPCIUpAdapter 2.0.2

    com.apple.kext.triggers 1.0

    com.apple.driver.DspFuncLib 274.7

    com.apple.kext.OSvKernDSPLib 525

    com.apple.driver.IOPlatformPluginLegacy 1.0.0

    com.apple.iokit.IOSurface 108.2.1

    com.apple.driver.CoreCaptureResponder 1

    com.apple.driver.AppleGraphicsControl 3.12.6

    com.apple.driver.AppleSMBusPCI 1.0.14d1

    com.apple.driver.X86PlatformPlugin 1.0.0

    com.apple.driver.IOPlatformPluginFamily 6.0.0d7

    com.apple.driver.AppleBacklightExpert 1.1.0

    com.apple.iokit.IONDRVSupport 2.4.1

    com.apple.iokit.IOBluetoothHostControllerUSBTransport 4.4.4f4

    com.apple.iokit.IOBluetoothFamily 4.4.4f4

    com.apple.AppleGraphicsDeviceControl 3.12.6

    com.apple.iokit.IOAcceleratorFamily2 205.3

    com.apple.driver.AppleHDAController 274.7

    com.apple.iokit.IOHDAFamily 274.7

    com.apple.iokit.IOAudioFamily 204.3

    com.apple.vecLib.kext 1.2.0

    com.apple.driver.AppleIntelLpssUARTCommon 2.0.60

    com.apple.driver.AppleIntelLpssUART 2.0.59

    com.apple.iokit.IOSerialFamily 11

    com.apple.iokit.IOSlowAdaptiveClockingFamily 1.0.0

    com.apple.driver.AppleThunderboltEDMSink 4.1.1

    com.apple.driver.AppleThunderboltDPOutAdapter 4.1.3

    com.apple.driver.AppleSMC 3.1.9

    com.apple.driver.AppleSMBusController 1.0.14d1

    com.apple.iokit.IOGraphicsFamily 2.4.1

    com.apple.iokit.IOUSBMassStorageClass 4.0.2

    com.apple.iokit.IOSCSIBlockCommandsDevice 3.7.7

    com.apple.iokit.IOUSBMassStorageDriver 1.0.0

    com.apple.iokit.IOSCSIArchitectureModelFamily 3.7.7

    com.apple.driver.usb.IOUSBHostHIDDevice 1.0.1

    com.apple.driver.usb.cdc 5.0.0

    com.apple.driver.usb.networking 5.0.0

    com.apple.driver.usb.AppleUSBHostCompositeDevice 1.0.1

    com.apple.driver.CoreStorage 517.20.1

    com.apple.driver.AppleUSBMergeNub 900.4.1

    com.apple.driver.AppleXsanScheme 3

    com.apple.driver.AppleThunderboltDPInAdapter 4.1.3

    com.apple.driver.AppleThunderboltDPAdapterFamily 4.1.3

    com.apple.driver.AppleThunderboltPCIDownAdapter 2.0.2

    com.apple.iokit.IOAHCIFamily 2.8.1

    com.apple.driver.AppleHIDKeyboard 181

    com.apple.driver.AppleMultitouchDriver 304.10.2

    com.apple.driver.AppleHIDTransport 5

    com.apple.driver.AppleHSSPIHIDDriver 43

    com.apple.driver.AppleThunderboltNHI 4.0.4

    com.apple.iokit.IOThunderboltFamily 6.0.2

    com.apple.iokit.IO80211Family 1110.26

    com.apple.driver.mDNSOffloadUserClient 1.0.1b8

    com.apple.iokit.IONetworkingFamily 3.2

    com.apple.driver.corecapture 1.0.4

    com.apple.driver.AppleHSSPISupport 43

    com.apple.driver.AppleIntelLpssSpiController 2.0.60

    com.apple.driver.AppleIntelLpssI2C 2.0.60

    com.apple.driver.AppleIntelLpssGspi 2.0.60

    com.apple.driver.usb.AppleUSBXHCIPCI 1.0.1

    com.apple.driver.usb.AppleUSBXHCI 1.0.1

    com.apple.driver.AppleIntelLpssDmac 2.0.60

    com.apple.iokit.IOUSBFamily 900.4.1

    com.apple.iokit.IOUSBHostFamily 1.0.1

    com.apple.driver.AppleUSBHostMergeProperties 1.0.1

    com.apple.driver.AppleEFINVRAM 2.0

    com.apple.driver.AppleEFIRuntime 2.0

    com.apple.iokit.IOHIDFamily 2.0.0

    com.apple.iokit.IOSMBusFamily 1.1

    com.apple.security.sandbox 300.0

    com.apple.kext.AppleMatch 1.0.0d1

    com.apple.driver.AppleKeyStore 2

    com.apple.driver.AppleMobileFileIntegrity 1.0.5

    com.apple.driver.AppleCredentialManager 1.0

    com.apple.driver.DiskImages 417.2

    com.apple.iokit.IOStorageFamily 2.1

    com.apple.iokit.IOReportFamily 31

    com.apple.driver.AppleFDEKeyStore 28.30

    com.apple.driver.AppleACPIPlatform 4.0

    com.apple.iokit.IOPCIFamily 2.9

    com.apple.iokit.IOACPIFamily 1.4

    com.apple.kec.Libm 1

    com.apple.kec.pthread 1

    com.apple.kec.corecrypto 1.0

     

     

    System Profile:

    Graphics: Intel Iris Graphics 6100, Intel Iris Graphics 6100, Built-In

    AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x133), Broadcom BCM43xx 1.0 (7.21.95.175.1a6)

    Bluetooth: Version 4.4.4f4 17685, 3 services, 18 devices, 1 incoming serial ports

    PCI Card: Apple 57762-A0, Ethernet Controller, Thunderbolt@195,0,0

    Thunderbolt Bus: MacBook Pro, Apple Inc., 27.1

    Thunderbolt Device: Thunderbolt to Gigabit Ethernet Adapter, Apple Inc., 1, 5.5

    Memory Module: BANK 0/DIMM0, 8 GB, DDR3, 1867 MHz, 0x80CE, 0x4B3445424533303445422D45474346202020

    Memory Module: BANK 1/DIMM0, 8 GB, DDR3, 1867 MHz, 0x80CE, 0x4B3445424533303445422D45474346202020

    USB Device: USB 3.0 Bus

    USB Device: StoreJet Transcend

    USB Device: Bluetooth USB Host Controller

    Serial ATA Device: APPLE SSD SM0256G, 251 GB

    Network Service: Thunderbolt Ethernet, Ethernet, en4

    Model: MacBookPro12,1, BootROM MBP121.0167.B16, 2 processors, Intel Core i5, 2.7 GHz, 16 GB, SMC 2.28f7

  • by Esquared,

    Esquared Esquared Jul 11, 2016 4:16 AM in response to hbm3085
    Level 6 (8,415 points)
    Mac OS X
    Jul 11, 2016 4:16 AM in response to hbm3085

    The prime suspect is the Fortinet VPN client, which is a known cause of kernel panics in El Capitan:

    https://forum.fortinet.com/tm.aspx?m=128036&mpage=6

     

    Uninstall it to Fortinet's instructions, and you should be set.

     

    (BTW: I'd also uninstall the McAfee software. You don't need that crapware on your Mac.)

  • by hbm3085,

    hbm3085 hbm3085 Jul 11, 2016 7:09 AM in response to Esquared
    Level 1 (4 points)
    Notebooks
    Jul 11, 2016 7:09 AM in response to Esquared

    Dear Esquared,

     

    Thanks for the tip! I have shutdown FortiClient and using the Mac as usual, fingers crossed this should solve the problem. Can't uninstall it as I need this to VPN into my organisation from time to time. Will compare both environments (with and without client running in the background) and see if it happens again. Thanks again!

     

    Hasan