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27-inch / 27" iMac Random Shut down

SPECS:____________________________________________________________________________
• 27" 2.8 GHz Intel Core i7 / 8gig / 1TB
• OS 10.6.3 (about to update to 10.6.4)
• All firmware updates have been applied according to software update
• 3 external drives: 1-320 gig 800fw / 1-TB USB 2.0 / 1-500gig USB 2.0

INFORMATION:____________________________________________________________________

I've been running with this configuration ( 3 extra drives) since approximately December with no issues. Out of the blue... only running Aperture and Safari - my iMac JUST SHUTS off- WITHOUTwarning. It acted as though I was running a MacBook and the battery going dead/asleep. That's how random and sudden it shut down - NO WARNING. I did have the iMac asleep for about three hours before coming back to it to start working again when it shut down, but it should have even been cool.

I only started reading around on the web to see of other incidents after this random shut down this evening, but I can't find anything specific. I've found A LOT of similar things - all seemingly related to "HEAT."

And heat seems to be a certain issue recently - in the last day or two. Today I noticed my top back side to be hot, which isn't uncommon, however, it became so hot I really wasn't able to keep my hand on the top back. I've also noticed A LOT of spinning beach balls, and lots of processor delay! Heat??

There are NO energy saver pref's set to automatically shut it down. The power was and is firmly set. There are no network settings, nor access to the iMac to have it shut down. It is not shared with anyone on the network.

SUMMARY:___________________________________________________________________________

• Today, I grabbed a couple temp / monitor widgets and am trying to watch the data. All components seem to be at/around/below 140 degrees F with ambient air at 77 degrees. I don't know numbers, but that all seems reasonable.
• Going to update to OS 10.6.4 (doubt that's it!!)
• I'm going to run the hardware test from my disc to see if ANYTHING. 8-p
• AND... I'm going to call Apple to set up a case. It's still full under warranty, and I have 2 more years of AppleCare on it. But there's been too many things pointing to hardware to call this a software issue.

I've dodged all the display issues with my iMac, but now.. I'm a bit hacked knowing how much I spent on this thing, with the initial DELAYS I went through, ordering it before it had even been released!

?? QUESTION ??_____________________________________________________________________

So, has anyone else been having this issue, heard of a solution, seen anything on Apple's website of known issues ??

Barry
( Grumbling bout my Mac)

Which one of twelve??, Mac OS X (10.5.6), ever hear Newton?!! ;-) One of those, too!

Posted on Jun 22, 2010 8:59 PM

534 replies

Oct 11, 2012 9:59 AM in response to Leoto

@Leoto

WHOA. First off... you "experimented????" Are you an Apple hardware tech? You could have voided any kind of warranty you had, but it sounds like you got away with it anyway?

But as you described - your issue sounds NOTHING like, or similar to this thread's related issues. You described unplugging a second drive, and THEN you could restart. A force restart may have solved it - kicked it back into gear. However, issue with a second drive sounds more like some kind of hardware or software conflict there. And when that happened - is when I suspect (if any) damage might have been done to your main drive.

Somewhat like the next issue, where there's a difference between result and cause.

@Gandalf The Grey

In this situation - it would seem any kind of hard drive failure was a "result of" - not the "cause of." That's where the diffence in the "root" issue lies.

I had all my issues in Snow Leopard, too. Never under any version of Lion the whole time. I purposely stayed down graded with stable Snow Leopard. I've only now JUST upgraded to Mt. Lion, and have been happy so far. Although start up is taking a bit longer, but that's because of all my software I've been getting back on the iMac.

I personally experienced ALL issues I mentioned, now in my updated / edited post - just above. (see below)

(A) shutting down, or

(B) randomly restarting,

(D) Over heating - high RPM fans

(E) digital artifacting across the entire screen. Large digital looking blocks on white or blue screen.

Leoto

Level 1

0 points

Oct 11, 2012 10:04 AM in response to Berry with an A

Berry,

How odd - I admit that I didn't go through all 30 pages of posts in this thread, but the original description of your problem with which you started the thread seems to be exactly the problem that I was having. Maybe I misundertood your issue or my description wasn't so good.

The secondary drive was broken wih a short on its PCB board. Visually confirmed from actual burnt components on the PCB (so not a conflict with other hardware/software). Permanently removing it made the random shutdowns go away. The primary drive (256 GB SSD) was never broken, never got damaged, and it's still doing fine.

Oct 11, 2012 10:20 AM in response to Leoto

Leoto wrote:

Berry,

How odd - I admit that I didn't go through all 30 pages of posts in this thread, but the original description of your problem with which you started the thread seems to be exactly the problem that I was having. Maybe I misundertood your issue or my description wasn't so good.

The secondary drive was broken wih a short on its PCB board. Visually confirmed from actual burnt components on the PCB (so not a conflict with other hardware/software). Permanently removing it made the random shutdowns go away. The primary drive (256 GB SSD) was never broken, never got damaged, and it's still doing fine.

Maybe I read wrong. It sounded like you were using two drives at the SAME time. I guess I mis-read. However... a "burnt" PCB would actually, YES, classify as a hardware conflict, causing issues elsewhere.

But you're absolutely right. The title of my thread is/was "random shutdown." And you're futher right... people don't bother reading the progressive nature (all the posts) of this issue /related issues and shoot their mouths off.

With even more thorough reading in the first post one would see that "heat" was also an issue mentioned. Further thoroughness would have show - this did not involved an SSD, and any other drives mentioned were external.

So I'm glad (?) you were fully aware of the main issue and related ones as well. Maybe also more perceptively notice my name is not spelled bErry.

Akitaguy

Level 1

5 points

Oct 11, 2012 10:29 AM in response to Leoto

I posted here just over one year ago with random shutdowns, after replacing the 16 GB of memory that was sent out by Mushkin I have not had any more issues. So MY issue was with memory, but other folks could have bad memory, defective main boards, power supply the list goes on. I sure also they all have one thing in common it's most likely a hardware issue and NOT an OS issue.

Leoto

Level 1

0 points

Oct 11, 2012 10:43 AM in response to Akitaguy

Akitaguy - Yeah, that's what's tricky about this problem - different folks having very similar (if not identical) symptoms coming from totally different causes. I originally suspected it was my after-market memory too (made by Corsair), but replacing it did nothing for me. Another original suspicion I had was heat (I could literally semi-cook an egg on top), so I got SMC Fan Control, knocked down the CPU temperature from about 150F to 120F, and still got my random shutdowns.

I'm just surprised that Apple hasn't officially acknowledged their awareness that iMacs have random shutdown issues, researched it thoroughly, and trained their technical suppot staff appropriately. When I talked to them, they would ask things like "is your power plug plugged into your power outlet?"

Akitaguy

Level 1

5 points

Oct 11, 2012 11:09 AM in response to Leoto

LOL.... yes I love the pwr plug... I was fortunate that my own issue was resolved by a memory exchange, but that also took two attempts by Mushkin. On the 2nd attempt I asked them to test the memory on their own iMacs before sending out the replacement. It's been just over one yr., no issues!

I also called Apple about a different issue I had prior to the memory thing, and yes the person on the phone was really clueless, my guess he was reading from a flip chart, didn't really have any background knowledge of the systems involved.

I'm not new at this game, worked as a certified Apple tech for years on every thing from ibooks to XServes even in the days when Apple had colour laser printers 12/600 (piece of CRAP) So bottom line the person that you speak with on the phone most likely has never pulled apart anything besides lego blocks.

My advice to everyone thats having issues with "HardWare" to have all your ducks in a row, work-orders numbers,

when you called and the REP number of the person that you spoke with. If you don't get satisfaction then demand to have it escalated to the next level. Also depending on the country that you live in (I'm in Canada) you may have

a consumer protection law, lemon law, someone you can go to that will light a fire under Apple.

Just remember when you speak with Apple request the name and REP number of the person that you're speaking

with, this will set the ground rules that you are serous about your issue and need a resolution.....Good Luck 🙂

Oct 11, 2012 11:22 AM in response to Berry with an A

This is my last reply. I started this thread, but I'm "un-following" it.

Apple actually looks at BOTH hardware and software as possible causes to this issue, not just one or the other. I know this not only because I was told directly by Apple reps, but also because about two years ago Apple had an SMS firmware update that solved the issue (for a time.) A clean wipe and install also helped at one time. But then I've also been down the hardware repair route.

If you have to work with tech support, be patient, but thorough in what you do, describe and be sure to take detailed notes, keeping track of the cases. Mostly, Tier 1 techs take you through some of the basics. Teir 2 are the real ones. Apple techs will take you through what sometimes seem like idiotic steps. I use to work for Apple and know some of the ridiculous things customers would say and do, and it's why they go through steps.

I know of a case where a person couldn't get their scans to go thru to their computer. After a few steps the problem was discovered due to the person holding the document to be scanned up to the display! NO JOKE. This is why the "dumb" questions and steps, and why you also need to be thorough and detailed. It will help you down the road, too.

It's obvious people will continue to assume and try to correlate "Resulting Issues" with "Causing Issues" - not understanding the essential difference between the two. (i.e.) Sure an iMac can shut down because of a secondary bad hard drive, but that's the issue of this thread.

There's always going to be what sound like similar causes and results, but won't ever be the real root issue. I say this because inevitably, someone's going to post... again.... (ie) the issue is memory. Apple Tier 2 Tech support said it wasn't. I personally had two different types of memory & configurations with the issue and without the issue - WITH THE SAME MEMORY & config. It's not the memory.

After nearly three years of trouble shooting (25 yr user & consultant) myself and with Apple Store, phone support with level 1, and the last two years with Tier 2 tech support, along with working directly with the Apple Engineer team themselves... ultimately, my resolution was having my iMac replaced. No solution was every given, nor any real issue every found. I don't think Apple knows. I think it's hit or miss with iMacs.

So to anyone to have stumbled on this thread - I wish you much luck. I started this thread and wish there could have been a more definitive resolution - other than replacement. This is my last post [un-follow]

Anyway....good luck. Happy Mac'n.

PS:

I just saw someone mention "Rep ID's." That I know of (as a former Customer Relations Rep) there are NO "Rep ID's." I know I NEVER had one.

The actual important thing to get is a case number. It's good to get the person's name, but there are no ID numbers. Even when you call one of Apple's main 800 numbers - the person will immediately begin generating a case number while they're asking you for info.

You can always ask the rep to reference info within the case (work order numbers, etc) Not everyone has access to odd things like repair or order numbers, but most have access to case numbers. They didn't use to, but even the Apple Store has access to case number now.

[un-follow]

Akitaguy

Level 1

5 points

Oct 11, 2012 11:44 AM in response to Berry with an A

My error about the REP ID, stand corrected😊, get the case number. I don't mean to be harsh with Apple and the phone techs but at the end of the day Apple is still a wonderful company and turns out some of the most inovated products in the computer/consumer world. I've used their products for years, have iPads, iPhones, iMacs, old macs....simply they just work (in most cases..LOL )

Oct 19, 2012 5:10 PM in response to Berry with an A

27-inch IMAC 3.1GHz 3.1GHz Quad-Core Intel Core i5 1TB Serial ATA Drive + 256GB Solid State Drive delivered 1 week ago. This random shut down has been happening 2 - 5 times a day from day 1 when the machine was fresh out the box on Monday with nothing installed. Has not happened when I am at the machine but randomly when I return it has shut down. Tried various durations of touching keyboard, turning keyboard on & off, touching main power bttn for various durations from 1 sec up to 20 seconds! I do seem to get the machine to come back on by switching electric sockets. I reported it to Apple on Wednesday & have a case ID number. Had a very experienced technical support (20 yrs with Apple) with me (at my expense not Apples) who tried all suggested remedies from Apple Care. Myself I have looked at different adjustments to the energy saver settings, changing sockets & lastly tomorrow I will try an alternative power lead from other 27 inch IMAC. Extra Ram to make 16B has only arrived today from Crucial & not yet installed. Next Apple tell me is either an engineer comes out or I need them to collect & hopefully replace with a new one. Self employed I can not lose a day to take the machine into Apple which is a long drive. Very frustrating as our businness depends on this & it seems this is a known issue. I am concerned that this is a generic problem & we have an expensive white elephant. However thank you to this useful thread I am a little more prepared.

Nov 10, 2012 3:46 PM in response to Berry with an A

So.....

As I read through all these pages, I dont see a definitive solution - or am I missing it? The spontaneous shutdown started about a month ago. In analysis of system log, there is no exception message nor any common event preceding the shutdown. The condition is a hard shutdown. I have downloaded the app referenced in a much earlier post to manage fan speed, today - so will see if that alleviates the situation. iMac circa late 2008; Mountain Lion. Will only happen if I am actively using Safari on a site with video.

Nov 12, 2012 7:46 PM in response to Berry with an A

My 2.7 i5 just started randomly shutting down tonight. i've had it for years, now running 10.7.latest, and never had a minute's problem with it until tonight, and I find hundreds, if not thousands of people have been having the same problem for years. It is not internal temperature3 --my home is cool and it shuts down in minutes, too soon for heat to be a problem. The memory has been in it for a year -- why get funky now? No one has any idea of what's happening and now i have to jump through hoops to either get a new machine, bug RAMJET for new memjory-- they have always been great about echanges -- or just wonder if I need a linux machine after all.

My mac just goes dark; instant off. I have to unplug it for at least 5 minutes to get it to reboot. 8 gig 1333 memory. All updates.

I have work to do, people t contact, and no time for this garbage. With billions of cash floating in their offshore bank accounta, apple can't figure out what's going on and fix it? This is a ridiculous problem that will begin squeezing apple stock even more than the current clueless management.

Sorry I traded in my big PO box for a little one ... I may need it again.

Oh, yeah, networking problems ...

Nov 15, 2012 8:52 AM in response to Berry with an A

The reason you are having many of these issues is because it is a bad hard drive and Apple is actually recalling and relplacing that hardrive. Check Apple for details, but that is the cause of so many problems and as you might suspect, this may be the first recall in Apple's history.

tmolnar

Level 1

10 points

Nov 15, 2012 9:44 AM in response to Feelingrandy

wow.

Thanks pretty interesting.

do you have a link?

best

Nov 15, 2012 9:57 AM in response to Berry with an A

For information on the recall of the apple harddrive

http://www.apple.com/support/imac-harddrive/

Apple has determined that certain Seagate 1TB hard drives used in 21.5-inch and 27-inch iMac systems may fail. These systems were sold between October 2009 and July 2011.

Nov 17, 2012 12:11 PM in response to Berry with an A

I want to add something: and if you're listening apple, listen up. Here is a prediction: in the next few years, Apple stock will plummet. The reason will be that the product becomes unreliable. As apple turned its attention away from the manufacture of computers, theri products, all their products began to suffer. How do I know this: because I have had almost every apple product die a very early death. A friend bought a brand new imac and he had to take in for a repair the first week of ownership. A Shuffle ipad died within seven months (try finding that serial number) and of course, my imac died, and was replaced with—wait—yes! the one that needs need to replaced. Apple there is lesson here and its called Quark.

27-inch / 27" iMac Random Shut down