If Zoom is crashing your Mac

Are all/any of these laptops 15'' with external graphics, by any chance?

In any case, it would be most useful to contact support and let them know. The more data points they have, the more likely it is that they will do something about it... and find the root of the problem. I haven't seen any official response acknowledging the problem in this thread.

All of them had dual cards setup. Great hint, I'll try to disable one of them and we will see.

Support informed, but they ignored crash logs, the problem and steps to reproduce. Will visit them soon again, then will escalate.

I am having the same issue. Happens on FaceTime, Skype, and Zoom. Only in Mojave. Computer hangs, fans rush immediately when the computer is turned off. Seems to happen at random.

Specs:

MacOS Mojave 10.14.6

MacBook Pro (15-inch, 2018)

Processor 2.6 GHz Intel Core i7

Memory 16 GB 2400 MHz DDR4

Startup Disk Macintosh HD

Graphics Intel UHD Graphics 630 1536 MB

We have had over 20+ laptops in our organization that have crashed ever since updating to 10.14.6 - We use Zoom,however, the problem affects Google Chat, Skype, and Facetime. Most of the models were new 15" T2 MacBook Pros. I sent one to the Apple store who blamed 3rd party software. The laptop was sent out for further extensive testing.

I took my Mac Book Apple store for support and also said it most likely was the third party software.

After the diagnose test there was no time to "try to reproduce the issue"

Here is the summary and notes as I asked for a copy.

Issue: Customer states that after latest update, fans would run loudly,

and device would freeze and unexpectedly shutdown while running Google

Hangout, Slack conference call, and Zoom conference call software. Also

stated that issue was present with FaceTime. Customer had read online

articles with similar issues.

Steps to Reproduce: Could not reproduce the issue in appointments. Passed MRI Diagnostics and cooling systems test.

Cosmetic Condition: No visible damage.

Proposed

Resolution: Suggested checking in the device for further screening to

pinpoint the issues, but customer could not leave the device at this

time. Customer will create a test user to see if issue continues.

Model: MacBook Pro (15-inch, 2018)

Has anyone else trie a different user?

We use Zoom for work video conferences and I'm getting freezes and the machine runs hot. Never happened before 10.14.6.

I tried using Turbo Boost Switcher to turn off the Turbo Boost of the CPU, hoping that would reduce the problem, it did not. I'd use my 13" but with the dual core i5, the Zoom app goes to graceful degradation (removal of some features).

If anyone has any ideas, or if that 10.14.6 supplemental solves this, please advise!

I erased laptop, re-installed MacOS and got the issue with FaceTime only, with not a single 3rd party app installed at all.

P.S. But even for Zoom, if 3rd party application ran with user access rights crashes the kernel and affects whole machine, then it's nor "3rd party app problem"

Several colleagues of mine are experiencing this issue as well. Apple's lack of ownership is very disappointing here, it would be nice if we could get confirmation that the issue will not be present in Catalina and/or will be addressed in an update to Mojave

I have also been experiencing these same issues, in particular with FaceTime. Disappointing that Apple continues to blame 3rd party software. I am ok with their being a bug but to ignore the trend is not what I expect from Apple.

I've been tracking this and of our 144 MacBook Pro (15-inch, 2018) in my org, 11 of them are confirmed to have these exact same issues. They crash constantly in Slack video calls, WebEx video calls and even FaceTime. They are all on the latest build of 10.14.6 (18G95) and on Boot ROM 220.270.99.0.0 (iBridge: 16.16.6571.0.0,0).

This issue is definitely specific to T2 chip enabled Macs.

I tried finding some kind of commonality among the 11 known cases and they were all purchased from CDW within 3 months of each other... That being said, I am typing this up from my MacBook Pro (15-inch, 2018) which was also purchased around then and has had zero freeze ups or crashes so, there has yet to be any real rhyme or reason as to why it is crashing.

If anyone else has any insight of things to look for between a known good unit and a known bad unit, I am all ears because I'd LOVE to get to the bottom of this and file an enterprise bug to get this patched.

I agree with the disappointment, but I think you're too understanding that Apple would conceivably not solve this in Mojave first. Apple's software quality control has gone further in the dumper in recent years. Where I used to hold off updating my fleet until at least a "x.2" release of a new macOS, I waited until 10.14.5 this time just based on all the issues we had with High Sierra.

It's almost funny that 10.14.5 was mostly fine, and then 10.14.6 threw a bunch of my users into Apple's "road apple" training and de-enhancement protocol.

I'm thinking 10.15 might need to be skipped entirely in my fleet. I already put a policy in the MDM to prevent users from running the installer. Apple's now wasting my time the way Microsoft used to with their crap software.

Oy...

Good news everyone! I just got this from a friend who works in Apple’s enterprise support dept:

> They (Apple) are aware of it and are working on a fix.

Can confirm. This has good visibility internally, FYI. Can't give schedule on fix, sorry. And yes - only affects 2018+ MBP 15" when doing internal video camera. Temp workaround is to plug in an external USB camera to bypass the internal camera.

I think this is actually something wrong with your Mac as the issue users in this thread are facing correlates to macOS and BridgeOS which is part of the T2 chip found in 2018+ models not communicating properly when the camera is called for use thus triggering a kernel panic.

Earlier I commented that the patch that was released about 2 weeks ago fixed the problem. This is not correct. Was in a Google Hangout meeting this AM and computer froze and rebooted. I went back into the meeting and turned the camera off and there was no problem. Going out to buy a usb camera this morning.

Hi. I experience the same as described above and I have tried to create a new user on my Macbook Pro 15 (2019) and it still crashes (I have also tried to reset about everything Apple Support told me to without luck. Even tried to reinstall without luck). Apple then asked me to use the Activity monitor app to do a system diagnostics. I did it and sent them the file that was created. They sent the file to their engineers and the support consultant got back to me about a week later by phone. He said that the issue is not a hardware problem, but a software problem - and that I just have to wait for a fix to come (he could not give a time line). Later I have asked if they can give me the description of the issue in writing, but they say they cannot do that. I have asked why they can´t tell and I still haven´t got an answer on that.