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iMac 2019 Mac OS fails constantly and needs re-install

Ordered a new iMac 2019 upgraded to i9 with 1tb ssd few months ago and got it in the beginning of May.

The computer worked fine for almost 2 weeks (2 users connected to iCloud and Xcode only) and that one day I found it stuck on apple logo. did reboot twice and it didn't work, the 3rd time I rebooted the computer caused a short circuit and wouldn't turn on again. I took my new broken very expensive computer to the authorized service provider (we don't have an official Apple care in Israel) and got it back repaired after a month, been told that the back panel and lcd were replaced.

When I got back home, I connected the computer and experienced lots of system failures like spinning balls and system preferences errors. tried to reinstall but failed because of an error "can't remove older system". so, I booted from usb, formatted the SSD and installed new clean os. the os crashed again 1 day after, did this re-installation process 3 times and every time the system crashed 1-2 days after and got stuck on apple logo. I use big data (more than 700GB iCloud Drive and photo library) and most of the time it crashed during my data copy. the last time it crashed I couldn't boot from USB or recovery and even after 2.5 hours with apple care on the phone we couldn't boot the computer into recovery or USB boot.

I took the computer back into the lab, and few days after they told me they fixed it by erasing and re-installing the os again. I was afraid that the problem won't occur again so told them to make more tests. again and again they told me they see nothing wrong.

Its in the lab now for 2 weeks already and I'll get it back next week. I'm afraid that the problem won't appear again after 1-2 days of usage...

I'm very disappointed with this apple experience, I own this computer for almost 3 months and actually used it only for 2 weeks.

I'm a big fan of Apple and an IOS developer and bought many iMacs, MacBooks, iPhones, iPads and more devices but this is the first time I experienced such a bad experience with so expensive device.


Did anyone else had these kind of problems, do you think it's and hardware error or is it reasonable that the service was able to fix it?


I really hope to get a working device already.

iMac 27", macOS 10.14

Posted on Jul 11, 2019 11:09 AM

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5 replies

Jul 19, 2019 7:03 PM in response to rimon_y

Hello,


It is very difficult to diagnose your hardware problem over these forums. Unfortunately from what you’ve said that you don’t have easy access to an Apple Authorized Service Center and about the only other way to proceed would be to have Apple take a look at the iMac.


One thing that you can do is to try and run Apple Hardware Test.


Apple Hardware Test

Jul 20, 2019 1:21 AM in response to QuickPost

Hi


Thank you for your reply and support.

the problem is that i have no access to apple diagnostics nor into recovery/boot mode. I've already contacted some high level roles in Apple and had a senior AppleCare specialist trying to help me with this case with no success, they are all very supportive and kind unlike the attitude i get from the service here in Israel.

It is probably a very rare hardware issue and at the moment my access to the disk is completely blocked and all i can see is the apple logo.

I hope to get this case closed asap and that Apple will send me a new Computer already.

Jul 20, 2019 12:30 PM in response to rimon_y

If the repair center is unable to reproduce the issue it can be very difficult to know what part to replace. I haven't had the privilege to work on this model yet so I'm not sure how it is built.


If you begin to have problems again, then post an EtreCheck report here in case your problem is with the installed software.


Hopefully your contact at Apple will resolve the situation for you.


Good luck.

Jul 20, 2019 12:36 PM in response to claus237

claus237 wrote:

Hmm.! You have a new 2019 Apple Computer?
I can not see the issue,why,reinstall such new Computer?

Contact the Salesman,when your purchase the iMac!

Unfortunately the quality of support can vary greatly by region. Also the support options available in every region can vary greatly. The OP has already contacted Apple proper which is probably the OP's best chance to resolving the issue.


The only other thing would be to find out what the OP's consumer rights and the law are in the OP's region. I think the OP is doing the correct thing by first contacting Apple directly since it can also expose any support deficiencies in the region. Apple does take these issues seriously.

iMac 2019 Mac OS fails constantly and needs re-install

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