Jazzhead1

Q: Mac Pro (Late 2013) Crashing

Hi All. I hope someone can help.

 

I have a Mac Pro late 2013 and since I have had it, it has crashed sporadically and constantly. It can happen when just surfing the net or when using a DAW or other software.

 

I updated the software, and did a clean reinstall, and it still happens. I have updated OSX only the other day again, and still it does it.

 

The interaction regarding my use of the machine once the speedball kicks is described: I can't force quite. If I can move the cursor (as in, outside the window that is crashing), then as soon as I click the Apple logo, it speedballs completely. I have no other option but to force shutdown.

 

I have noticed also today that now the Kernel and Usage Reports, are not updating to the correct date? And I can only see some from a few days ago.

 

I have a mixture of:

Hung DMA0

Hung DMA1

Hung GFX

 

and some WindowServer reports, along with a few usage reports.

 

I called Apple, and they have told me to take it in for observation. As is it is sporadic, I am unsure how this will be resolved. They told me the Kernel reports won't show much without also observing the hardware?

 

I am a bit lost as I thought this was the Flagship machine, and I have never had so many problems than with this machine as opposed to other Mac's such as, iMac, Macbook Pro etc..

 

Any suggestions?

 

Thanks all.

Mac Pro, OS X El Capitan (10.11.6)

Posted on Jul 25, 2016 9:20 AM

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Q: Mac Pro (Late 2013) Crashing

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  • by Linc Davis,

    Linc Davis Linc Davis Jul 25, 2016 12:26 PM in response to Jazzhead1
    Level 10 (207,963 points)
    Applications
    Jul 25, 2016 12:26 PM in response to Jazzhead1

    The "etrecheck" stuff is irrelevant. You're dealing with a hardware fault. It may be covered by an unannounced warranty extension from Apple.

    Make a "Genius" appointment at an Apple Store, or go to another authorized service provider. You may have to leave the machine there for several days.

    Back up all data on the internal drive(s) before you hand over your computer to anyone. There are ways to back up a computer that isn't fully functional—ask if you need guidance.

    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.

    Keep your confidential data secure during hardware repair.

    Apple recommends that you deauthorize a device in the iTunes Store before having it serviced.

    *An SSD doesn't need to be zeroed.

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Jul 25, 2016 12:38 PM in response to Jazzhead1
    Level 9 (60,909 points)
    Desktops
    Jul 25, 2016 12:38 PM in response to Jazzhead1

    Hung DMA controller is  serious Hardware fault. You need to get your Machine serviced.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 25, 2016 12:51 PM in response to lllaass
    Level 1 (12 points)
    Desktops
    Jul 25, 2016 12:51 PM in response to lllaass

    Thanks for your help. I really appreciate it,

     

    I actually did after noticing that. I also noticed that I had an audio driver firmware that I could update via motu, which I have done. I am not sure if this would be all causing the problem, but it is strange that nothing was picked up on that check.

     

    I'm very grateful that you are trying to help.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 25, 2016 12:54 PM in response to Linc Davis
    Level 1 (12 points)
    Desktops
    Jul 25, 2016 12:54 PM in response to Linc Davis

    Thanks so much, Linc for your help, I've got it booked for this week. Stunned this machine is faulty out of all the machines I've ever had.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 25, 2016 12:57 PM in response to Grant Bennet-Alder
    Level 1 (12 points)
    Desktops
    Jul 25, 2016 12:57 PM in response to Grant Bennet-Alder

    Thanks Grant, I don't really know what it is other than I've had both 0 and 1 of those faults.

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Jul 25, 2016 3:57 PM in response to Jazzhead1
    Level 9 (60,909 points)
    Desktops
    Jul 25, 2016 3:57 PM in response to Jazzhead1

    That is not a diagnostic, It does not "detect" anything. it merely lays out what is running on your Mac.

     

    You still have a serious Hardware problem, and the longer you delay getting service the more miserable you will be.

  • by etresoft,

    etresoft etresoft Jul 26, 2016 8:55 AM in response to Jazzhead1
    Level 7 (29,188 points)
    Mac OS X
    Jul 26, 2016 8:55 AM in response to Jazzhead1

    Hello Jazzhead1,

    When did this problem start? I see you have some 3rd party kernel extensions. Even though they weren't loaded when you ran your EtreCheck report, they could be loaded at any time. There is no protection between processes in the kernel. Any random kernel extension could cause any other kind of failure at any time. If you are having problems like what you describe, you should always uninstall any software that includes 3rd party kernel extensions.

     

    You could very well have a hardware fault. If so, hopefully Apple will be able to accurately diagnose the problem and fix it. But it is also possible that you don't have a hardware fault. There is a risk that Apple could just go ahead and replace your good hardware with refurbished hardware and you will inherit someone else's problem, as well as keeping your existing problem. So, make sure to uninstall that software and then take the machine to Apple for diagnostics.

     

    Finally, your EtreCheck report shows that you have turned off basic security. It is quite common to see web sites where people recommend doing this. The only logical reason to do this is to infect your machine with malware. If you don't want to do that, I strongly suggest that you go to System Preferences > Security & Privacy > General and make sure that "Allow apps downloaded from:" is set to "Mac App Store and Identified Developers".

     

    Do not EVER set this to "Anywhere". Do not ever listen to anyone who recommends doing it either. They are either malicious or completely clueless about Macs or basic internet security.

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Jul 26, 2016 9:53 AM in response to etresoft
    Level 9 (60,909 points)
    Desktops
    Jul 26, 2016 9:53 AM in response to etresoft

    There is a well-known way to make an exception for ONE install of something from outside "Mac App Store and recognized developers" if you need it. As  etresoft (developer of the wonderful free utility Etrecheck) says, do not turn this feature off.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 9:57 AM in response to etresoft
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 9:57 AM in response to etresoft

    Hi etresoft.

     

    Thanks for your help.

     

    I recall the first problem occurred when coming out of sleep mode. The machine froze after clicking the mouse to bring it out of sleep mode. I put that down to possible software issue, and changed the settings (silly me).

     

    SInce then, I get sporadic speed ball and non-active response of machine which requires a reboot.

     

    My only 3rd's are Apple approved software, audio device, keyboard (music). When those creates problems from my experience, they cause disruption which can be quit. This problem occurs and disrupts the whole machine, which I've never had in 7 years of Mac. This a first, ironically, on their so called flag ship machine.

     

    What certainly worries me is the "refurbished parts" you mention? Seriously, do they do this? My machine is under warranty and I expect a brand new part! If not, and they are actually installing parts which have been refurbished without my permission, I'd find that bordering on being illegal, surely? If not illegal, disgusting for such a large and respected company?

     

    II'll certainly reset the application. Ironically it was an app from the App store recommended by them that I think I had to change settings for.

     

    Thank you for all your help, it's greatly appreciated.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 9:59 AM in response to Grant Bennet-Alder
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 9:59 AM in response to Grant Bennet-Alder

    Thanks Grant.

     

    I think Apple should be paying you guys for your help!

    You actually make these forums helpful for us guys stumbling in the dark of tech problems.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 10:04 AM in response to etresoft
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 10:04 AM in response to etresoft

    When I look in the kernel folder, I don't see any other 3rd party's here? How do I find them, if you don't mind me asking.

    Sorry to ask, but as I explained, I've not had this type of problem before.

     

    Thanks for any help,

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Jul 26, 2016 10:05 AM in response to Jazzhead1
    Level 9 (60,909 points)
    Desktops
    Jul 26, 2016 10:05 AM in response to Jazzhead1

    My machine is under warranty and I expect a brand new part!

     

    Apple promises to repair or replace, at its option. When you ask for Apple to repair, they promise to make the repair. They are free, under the language in the warranty, to replace your used parts with other used parts that have been previously repaired and have been tested good. You agree that you do not retain an ownership right in the original failed part. This is a common practice in the industry. This is not scandalous or illegal, it is common practice.

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 10:15 AM in response to Grant Bennet-Alder
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 10:15 AM in response to Grant Bennet-Alder

    HI Grant.

     

    Gosh, really, used parts...common or not, sounds depressing for us (me) not in that industry, to hear..

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 10:21 AM in response to Grant Bennet-Alder
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 10:21 AM in response to Grant Bennet-Alder

    I forgot to mention.

     

    All the software installed on the Mac Pro was also installed on my iMac and also the third kernels.

    This is running on 10.8.5 and I've had no problems ever like this on that machine.

     

    My Mac Pro is running on El Cap.

     

    Only mentioning that in case it has some relevance?

  • by Jazzhead1,

    Jazzhead1 Jazzhead1 Jul 26, 2016 10:43 AM in response to etresoft
    Level 1 (12 points)
    Desktops
    Jul 26, 2016 10:43 AM in response to etresoft

    Update for you etresoft:

     

    I noticed what you meant by the third kernel. I was able to also update two of them. One for the audio firmware, and one for a midi update on a keyboard.

     

    I am wondering if I should run the machine in daily use and see if this helps, before running off to the store.

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