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Question: If Zoom is crashing your Mac

Hi everyone,


I recently updated my 2019 Macbook Pro to 10.14.6 and since then every time I use my video camera (FaceTime, MS Teams, Zoom, etct) the OS crashes or just the machine hangs.

I even re-installed macOS twice and the issue now continues! My first macOS reinstall I used Time Machine to recover apps and my files - that didn't work. The second macOS reinstall I didn't use Time Machine, my laptop crashed within an hour of using FaceTime or any app that uses the video camera.

I even reset SMC and this didn't help either.


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?



[Re-Titled by Moderator]

Posted on Aug 9, 2019 9:41 AM

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Question marked as Solved
Answer:
Answer:

Well, I took my laptop to my closest Apple Store and let me tell you that I'm somewhat disappointed.


First, they were quick to blame a 'third party' application when there were no applications loaded on my laptop as I left it as a 'clean' install with no apps other than whatever is bundled from Apple. On their technical forums (as they refuse to look at these or read these notes as I politely asked them to) there's no mention of issues reported other than Skype and the camera after update 10.14.6 - so they kept insisting that the issue was Skype! I told them there is no Skype app installed!


Second, this is a month old laptop with Apple Care and after two complete MacOS re-install they're not allowed to replace the laptop as it may be a software issue. Finally they stopped chanting 'third party' application issue. The store manager was pleasant to speak to but when I was dealing with the floor technician I believe he took offense on how knowledgeable I was and I wasn't buying his bs comments and explanations. I also challenged him on several of his comments and he seemed to get annoyed at that.


Finally the laptop crashed after 15 minutes of FaceTime use!


They're keeping the laptop for repairs and will keep it for at least a week.


I guess I have to follow the same mantra I used to follow with Windows updates - wait at least two months before upgrading.


Posted on Aug 13, 2019 11:39 AM

Question marked as Helpful

Aug 11, 2019 10:43 AM in response to edgonz305 In response to edgonz305

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.

Aug 11, 2019 10:43 AM

Question marked as Helpful

Aug 12, 2019 3:46 AM in response to edgonz305 In response to edgonz305

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



Aug 12, 2019 3:46 AM

Question marked as Helpful

Aug 11, 2019 9:40 PM in response to edgonz305 In response to edgonz305

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.

Aug 11, 2019 9:40 PM

Question marked as Helpful

Aug 13, 2019 4:03 PM in response to edgonz305 In response to edgonz305

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!

Aug 13, 2019 4:03 PM

Question marked as Helpful

Sep 18, 2019 9:48 AM in response to edgonz305 In response to edgonz305

Thanks for posting the link @amartin253



Yes, I wrote up an article last night that goes over the issue and lists the current status along with all workarounds that have been found.


This article is perfect if you need to give a an overview to support if someone is asking for more details.


https://mrmacintosh.com/10-14-6-update-causes-kernel-panic-when-using-facetime-camera/


I will update the article until a fix is released.

Sep 18, 2019 9:48 AM

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Aug 10, 2019 8:18 AM in response to edgonz305 In response to edgonz305

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!


Aug 10, 2019 8:18 AM

Reply Helpful (1)
Question marked as Helpful

Aug 11, 2019 10:43 AM in response to edgonz305 In response to edgonz305

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.

Aug 11, 2019 10:43 AM

Reply Helpful (13)

Aug 11, 2019 12:11 PM in response to edgonz305 In response to edgonz305


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



Aug 11, 2019 12:11 PM

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Question marked as Helpful

Aug 11, 2019 9:40 PM in response to edgonz305 In response to edgonz305

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.

Aug 11, 2019 9:40 PM

Reply Helpful (8)
Question marked as Helpful

Aug 12, 2019 3:46 AM in response to edgonz305 In response to edgonz305

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



Aug 12, 2019 3:46 AM

Reply Helpful (11)

Aug 13, 2019 5:40 AM in response to edgonz305 In response to edgonz305

Good luck! Please do let us know what the verdict is.


I doubt that this is a hardware issue, given the fact that video calls worked flawlessly prior to the 10.14.6 update. There are several articles online about Apple patching a camera-related vulnerability of some app called zoom. It would be nice if the patches for specific apps didn’t affect those of us that use the default apps, i.e. facetime...

Aug 13, 2019 5:40 AM

Reply Helpful (2)
Question marked as Solved

Aug 13, 2019 11:39 AM in response to edgonz305 In response to edgonz305

Well, I took my laptop to my closest Apple Store and let me tell you that I'm somewhat disappointed.


First, they were quick to blame a 'third party' application when there were no applications loaded on my laptop as I left it as a 'clean' install with no apps other than whatever is bundled from Apple. On their technical forums (as they refuse to look at these or read these notes as I politely asked them to) there's no mention of issues reported other than Skype and the camera after update 10.14.6 - so they kept insisting that the issue was Skype! I told them there is no Skype app installed!


Second, this is a month old laptop with Apple Care and after two complete MacOS re-install they're not allowed to replace the laptop as it may be a software issue. Finally they stopped chanting 'third party' application issue. The store manager was pleasant to speak to but when I was dealing with the floor technician I believe he took offense on how knowledgeable I was and I wasn't buying his bs comments and explanations. I also challenged him on several of his comments and he seemed to get annoyed at that.


Finally the laptop crashed after 15 minutes of FaceTime use!


They're keeping the laptop for repairs and will keep it for at least a week.


I guess I have to follow the same mantra I used to follow with Windows updates - wait at least two months before upgrading.


Aug 13, 2019 11:39 AM

Reply Helpful (5)
Question marked as Helpful

Aug 13, 2019 4:03 PM in response to edgonz305 In response to edgonz305

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!

Aug 13, 2019 4:03 PM

Reply Helpful (8)

Aug 14, 2019 3:32 PM in response to hgkobayashi In response to hgkobayashi

I am running into the same problem after upgrading to 10.14.6. It happens whenever I am using the Zoom app with Video. The laptop crashes at random points in time.


This did not happen with 10.14.5 and it started happening right after the upgrade (3 days ago). Definitely a macOS issue.

Aug 14, 2019 3:32 PM

Reply Helpful (3)
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Question: If Zoom is crashing your Mac