If Zoom is crashing your Mac

macOS Mojave 10.14.6 Supplemental Update   –– Restart Required

This update contains bug fixes that improve the stability, performance, and security of your Mac, and is recommended for all users.

This update:

• Resolves an issue that may cause certain Mac notebooks to shut down during sleep
• Fixes an issue that may degrade performance when working with very large files
• Addresses an issue that may prevent Pages, Keynote, Numbers, iMovie, and GarageBand from updating

For more detailed information about this update, please visit: https://support.apple.com/kb/HT209149

For detailed information about the security content of this update, please visit: https://support.apple.com/kb/HT201222

Same here. I've experienced the problem with FaceTime calls since the Mojave 10.14.6 update. The system freezes at random, e.g. it may not happen during a short (2 minute) FaceTime call. Shortly after the system freezes, the fans start spinning fast and the computer restarts.

I doubt this is a hardware issue since the system worked flawlessly prior to the update. Also, Apple Diagnostics did not detect any issues. The camera itself seems to be working well, i.e. the FaceTime video quality is great.

I am having this exact same issue after updating to 10.14.6. Everything worked perfect before then and it doesn't matter which video service I am using, from FaceTime to Zoom. It always crashes. No external video cam is being used. Just the one built-in to my MacBook Pro 2018.

I am having a same issue on MacBook Pro 2019 after the update to macOS Mojave version 10.14.6 (18G87). Before this update video calls worked perfectly (FaceTime, Hangouts, Zoom, Slack Video Calls)

MacBook Pro (15-inch, 2019)

2.6 GHz Intel Core i7

16 GB 2400 MHz DDR4

Radeon Pro 555X 4 GB

Intel UHD Graphics 630 1536 MB

As soon as camera activates screen freezes and touchpad and keyboard become unresponsive. After a couple of seconds black screen appears and machine restarts itself.

Please help!

Many thanks,

Filip

I'm having the exact same issue with my 2018 Macbook Pro 15 after upgrading to Mojave 10.14.6 (crashing computer on anything that uses the built-in camera, such as Facetime, Zoom, etc). The only workaround I have been able to find so far is connecting an external webcam (Logitech C920) before making any video calls. I was on a Facetime call today for over 2 hours and didn't have any issues so it seems to have alleviated the problem for now. Obviously not a long term fix, but at least my computer is usable again for the time being. Please keep us posted. Thanks!

Hayley1greatlife wrote:

No as I need someone to help me. I used Skype instead with an client and it also crashed. I Would of I never brought Mac book pro knowing I would have issues. I need to find someone technical to assist me as I don’t know how

Please start a new post of your own, and in that post include several of your panic reports. More than 1 helps show if there is a pattern

Look for the Kernel Panic reports at:

Finder -> Go -> Go to Folder -> /Library/Logs/DiagnosticReports

<http://support.apple.com/kb/ht2546>

<http://support.apple.com/en-us/HT200553>

The panic report should have ".panic" in the file name.

You can use the "Additional Text" box when you Reply

When you start your own new post, all the attention go to help you. When you post in someone else's thread, the attention can be divided and there can be confusion about which post a reply is speaking to.

Hi edgonz305,

Thanks for coming to Apple Support Communities for help with your MacBook Pro. It sounds like the video camera causes your Mac to either crash or hang.

Reinstalling was a good process. It sounds like you may have even erased the hard drive and reinstalled macOS. Since the issue is continuing, that can indicate a hardware issue. You can even test the camera in a new user account and to verify that further: How to test an issue in another user account on your Mac.

If the issue continues, please contact support.

Have a fantastic day!

edgonz305 Said:

"I'm considering bringing my laptop to the Apple Store and have them replace it - the laptop is not even two months old. Any suggestions?"

-----

Faulty Devices

Seems you have a faulty device. If it is more than 14 days old, it is non-returnable. But, you do have a one-year out-of-the box warranty. And if this is a faulty device, then Apple will fix this in whatever way possible, perhaps leading unto a full replacement. So, contact Apple and setup a Genius Bar Appointment at your local Apple Store.

Contacting Apple:

Contact Us - Choose Locations

USA: 1(800)MY-APPLE

I contacted Apple support regarding this issue. They told me to reboot in recovery mode and reinstall Mojave (https://support.apple.com/en-us/HT201314). Conveniently, the reinstall does not mess with user files or applications.

After reinstalling Mojave I had a couple of 30'-long FaceTime video calls without any problems.

There is another thread were people reported the same issue: https://discussions.apple.com/thread/250524925

I've exactly the same kernel panic mentioned in that thread. Many people is experiencing the same issue: after a Mojave update Zoom and other video call system crashes (note system crash != app crash, a system crash is caused by a kernel issue and it could be because of a kext).

If the stack trace in the kernel panic log is the same, the chances are that the problem cause is the same.

I was able to reproduce the problem consistently (in my case I don't use FaceTime, but Zoom and Hangouts): create a Hangouts or Zoom video call, keep your camera one. Keep connected to the call for a time (it could be 10min or more). The system crashes.

Think that probably causes are the same, but I agree with you that these discussion threads probably doesn't reach the right people.

FYI, you can install Catalina beta on an external drive --- you don't even have to boot the the new install. As part of the catalina beta install, it installs a updated firmware (T2 / iBridge). So just installing it on an external drive and then booting back to your internal drive fixes the issue.

https://www.macworld.co.uk/how-to/mac-software/macos-external-drive-3659666/

External drive must be formatted with "APFS formatted drive"

https://www.macworld.com/article/3405588/how-to-install-the-macos-catalina-beta-in-its-own-apfs-container.html

https://support.apple.com/en-us/HT201255

Same boat. 15" late 2018 MBP, 2.6GHz, 16GB, dual radeon/intel graphics. Everything was fine with 10.14.5, upgraded to 10.14.6 and I'm getting the "unknown" panic. Zoom and Slack. Machine is now unusable for business.

Troubleshooting, to no avail has included:

• Reset of SMC and PRAM
• Full HD format and reinstall of 10.14.4, no upgrades
• Full HD format and reinstall of 10.14.4, update to latest 10.14.6
• Full HD format and reinstall of 10.14.6
• Run of video with no software installed except zoom or slack client
• Unchecking graphics switching

Kind of ridiculous...let's see a fix, apple.

Update: It seems that enabling the camera (photobooth, facetime without a call active) is not problematic. It's purely when streaming video from any source (Zoom, Skype, Facetime, etc).

Other things to consider that maybe we can corroborate on this thread:

Active on my machine (relative to colleagues who have the same machine with different software):

• Adobe CC
• Bluetooth connection to apple keyboard and mouse
• Google Chrome almost always open on the machine

Which is exactly why I did the following tests:

1. Let the camera roll (via FaceTime, without actually calling anybody) a few times for almost 40 to 50 minutes at a time. No problem.
2. Set up long-duration FaceTime calls with my iPad (apparently you can call your own devices; very handy for this kind of troubleshooting). No problem there either.

As users we don't have a mechanistic explanation for the problem. We can only use empiricism. Sure, there's a chance that if my tests and actual calls had lasted one more second, I could have observed the problem again.

Also, let's not overlook the fact that while the symptoms may be more or less the same among our computers, the causes may be different. Only experts with access to the crash logs could possibly determine the actual cause(s). This means that everyone whose machine faces the problem has to contact Support to provide them with the kernel panic logs. I don't think Apple engineers are following the discussion we're having here.