You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Mac OS Mojave 10.14.6 crashes while videoconferencing on MS Teams.

I have been observing that if I have video conferencing with more than 2 people the video pauses first and moment later my Mac resets and goes for a restart. Any idea on why is this happening? Is this an issue with MS Teams or Mac?


There is one more thread - Mojave 10.14.6 crashes while using video … - Apple Community

So it looks like this is a Mac issue.


Hardware Overview:

 

  Model Name: MacBook Pro

  Model Identifier: MacBookPro15,1

  Processor Name: Intel Core i7

  Processor Speed: 2.6 GHz

  Number of Processors: 1

  Total Number of Cores: 6

  L2 Cache (per Core): 256 KB

  L3 Cache: 9 MB

  Hyper-Threading Technology: Enabled

  Memory: 16 GB

  Boot ROM Version: 220.270.99.0.0 (iBridge: 16.16.6568.0.0,0)

MacBook Pro with Touch Bar

Posted on Aug 20, 2019 5:08 PM

Reply
Question marked as Top-ranking reply
User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Posted on Sep 5, 2019 12:17 PM

After updating today with the new version, I no longer see the Mac restarting. Looks like this issue is fixed. Hence updating the thread and will mark it as solved.



Did a MS Teams meeting and Zoom meeting with multiple people for an hour and did not see this issue. I will also update the MS Teams (raised in their website) ticket as issue is fixed.


View in context

Similar questions

9 replies
Question marked as Top-ranking reply
User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Sep 5, 2019 12:17 PM in response to –_--I0O—O0I--_–

After updating today with the new version, I no longer see the Mac restarting. Looks like this issue is fixed. Hence updating the thread and will mark it as solved.



Did a MS Teams meeting and Zoom meeting with multiple people for an hour and did not see this issue. I will also update the MS Teams (raised in their website) ticket as issue is fixed.


Reply
User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Aug 24, 2019 3:22 PM in response to Barney-15E

The videoconferencing software could have installed a kernel extension, however that could have been in the earlier version to 10.14.6. So as long as I remember I got my Mac in May and all the needed software was already implemented in 10.14.5 or before versions.


I do not see any files ending with .panic nor files which contains *Ker* name.

I am not sure on why this issue is being blamed with 3rd party software as this problem clearly happened only once I upgraded to 10.14.6.

Teams was perfectly fine, I have had several videoconferencing prior to 10.14.6 versions, there was absolutely no issues.

There is an entire thread with so many people complain. https://discussions.apple.com/thread/250546239


I can reproduce this issue with Facetime (Apple's own software) too. I have tried Zoom and Skype, and I see it happening here. It just takes more time like 15 min to crash when I use Facetime.

Reply
User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Aug 25, 2019 3:19 PM in response to VikingOSX

Yes, I have already raised a ticket with MS Teams and they have very well addressed it. They have taken all the logs from me and said that they will analyze and get back to me. However I have mentioned that I see this problem in Facetime too.

Also it is not just me, there are several out there complaining this issue. Not sure what is happening? Mojave 10.14.6 crashes while using video … - Apple Community


Reply
User profile for user: Barney-15E
Barney-15E
User level: Level 10
116,662 points

Aug 21, 2019 3:48 PM in response to –_--I0O—O0I--_–

Did the videoconferencing software install a kernel extension? Most third-party developers cannot write a stable kernel extension.

See if there is a panic log in /Library/Logs/DiagnosticReports/. The name will start with "Kernel" and end with .panic.

If you have from about the time you had the restart, open it, copy the text, and paste into the Additional Text area here (document icon).

Reply
User profile for user: Barney-15E
Barney-15E
User level: Level 10
116,662 points

Aug 25, 2019 7:42 AM in response to –_--I0O—O0I--_–

The videoconferencing software could have installed a kernel extension, however that could have been in the earlier version to 10.14.6. So as long as I remember I got my Mac in May and all the needed software was already implemented in 10.14.5 or before versions.

Because third-party software that has to hack the system to work will often break when the OS is updated.


If you believe it is somehow caused by 10.14.6, you'll have to wait for an update from Apple or restore from a backup you made prior to installing 10.14.6. There is nothing we can do to fix it.

Reply
User profile for user: –_--I0O—O0I--_–
–_--I0O—O0I--_– Author
User level: Level 1
10 points

Aug 25, 2019 3:16 PM in response to Barney-15E

Barney-15E wrote:


The videoconferencing software could have installed a kernel extension, however that could have been in the earlier version to 10.14.6. So as long as I remember I got my Mac in May and all the needed software was already implemented in 10.14.5 or before versions.
Because third-party software that has to hack the system to work will often break when the OS is updated.

If you believe it is somehow caused by 10.14.6, you'll have to wait for an update from Apple or restore from a backup you made prior to installing 10.14.6. There is nothing we can do to fix it.

I have already mentioned that I can reproduce this issue in Facetime too. It just takes a bit longer more to crash. I can still vouch on the factor that things got screwed up only after 10.14.6. I have had more than 100 videoconferences prior to upgrade and I do not remember anything crashing.

Unfortunately I do not have a backup, also I still do not have any official updates from Apple.

Apple going Microsoft way.

Reply

Mac OS Mojave 10.14.6 crashes while videoconferencing on MS Teams.

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.
Learn more Sign up