2017 iMac 27" Keeps Shutting Down Randomly

Question

Level 1

8 points

2017 iMac 27" Keeps Shutting Down Randomly

Hey everyone, I've been seeing the same issues popping up around the web, but none of the solutions have helped me so I decided to post my EtreCheck report and see if anyone can help me out.

So the symptoms are the following:

My iMac keeps shutting down randomly, which then requires me to pull out the power plug in order to start it again. It starts again perfectly fine and opens up every program used before the crash.

What seems to have solved it (at least for now) is unplugging every single device/cable from my mac:

ethernet
thunderbolt 3 which is connected to Focusrite Clarett 4PRE
usb cables which are connected to an external harddrive, a midi keyboard and some hardware music devices

However, I cannot single out an issue – sometimes it crashes with just the Ethernet plugged in, sometimes it tells me the thunderbolt 3 device is drawing too much power and after a while shuts down (again, only with that single device connected).

Not sure if it's a power issue and I don't have a UPS to test.

I've had it for 2 years now and not a single issue up until this point. As I don't have the extended Apple warranty, any help to try to fix it on the software side is greatly appreciated and I'll give it a try.

Thanks!

EtreCheck Report

iMac 27" 5K, macOS 10.14

Posted on Nov 28, 2019 9:49 AM

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Answer 1

hcxcy Author

Level 1

8 points

Nov 28, 2019 1:11 PM in response to rkaufmann87

Sorry about that, first time I'm using the console. This is the most recent one, however the console shows me 2 directories:

Library/Logs
~Library/Logs

Both have DiagnosticsReporter folders, each with crashes. Does that mean anything?

Here's a screenshot of my console

In any case, I've picked the first one (the one you asked for verbatim) and there are 2 recent crashes, both on the same date:

Mareca

Shetland

Where it gets interesting and kinda scary is that EtreCheck has shown both as potential adwares when I first scanned the system. I've immediately removed them without any idea as to what they actually do (search results were unsuccessful).

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Answer 2

hcxcy Author

Level 1

8 points

Nov 28, 2019 12:44 PM in response to rkaufmann87

Hey thanks for the reply! I've been keeping regular backups of my files, but haven't backed up the entire system and should totally do so, I agree. And I will double the ram ASAP, although I hope I'll have a working iMac to add that ram too. :')

I hope I understood the instructions in your link correctly, this seems to be the most recent (and only) kernel panic:

Kernel panic

Let me know if you can decipher it and thanks so much!

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Answer 3

rkaufmann87

Level 10

143,796 points

Nov 28, 2019 2:26 PM in response to hcxcy

Well, using a torrent is extremely dangerous and means you likely installed some malware. I would recommend doing an erase and install and starting over. Manually install your apps and you can use your backup for restoring data files. Going forward, never ever use a torrent, do not download from a site you do not know and trust and do not fall for scams as Apple expains in Avoid phishing emails, fake 'virus' alerts, phony support calls, and other scams

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Answer 4

hcxcy Author

Level 1

8 points

Nov 29, 2019 12:38 AM in response to rkaufmann87

rkaufmann87 wrote:

Well, using a torrent is extremely dangerous and means you likely installed some malware. I would recommend doing an erase and install and starting over. Manually install your apps and you can use your backup for restoring data files. Going forward, never ever use a torrent, do not download from a site you do not know and trust and do not fall for scams as Apple expains in Avoid phishing emails, fake 'virus' alerts, phony support calls, and other scams

Yes, I understand. With that being said, is there any indication that this is a software and not a hardware problem? I'd love to see the connection (because it's a much cheaper alternative to replacing a PSU), but so far it seems that there isn't really a pattern any the logs don't show anything particular, right?

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Answer 5

rkaufmann87

Level 10

143,796 points

Nov 28, 2019 12:52 PM in response to hcxcy

KP shown doesn't look correct. Please try these instructions:

Launch Console.
In the Console app sidebar, select the folder named Library/Logs.
Select the DiagnosticsReporter folder.
A list of reports is displayed. Select the most recent crash report to view it

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Answer 6

rkaufmann87

Level 10

143,796 points

Nov 28, 2019 10:17 AM in response to hcxcy

The report indicates the computer has experienced multiple Kernel Panics, please post the last KP report. Please study https://blog.macsales.com/39112-rocket-yard-guide-understanding-troubleshooting-kernel-panics/ and then post your last KP report.

Also, there is zero evidence you backup this computer, if that is correct that is foolish as it will result in lost data!!!!!!!!! At the very least you should be using Time Machine.

In addition, the computer is starved for RAM, please add another 16GB of either crucial.com or macsales.com RAM. 8 GB is enough to launch and run Mac OS, however you have a lot of apps that demand more RAM.

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Answer 7

rkaufmann87

Level 10

143,796 points

Nov 28, 2019 1:36 PM in response to hcxcy

Please explain how your removed the adware?

I also just re-looked at your EtreCheck report, you have a u-torrent installed. If you used that to download any software you did not pay for then you have likely installed some malware. Did you happen to do that??

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Answer 8

Allan Jones

Level 9

72,140 points

Nov 28, 2019 2:24 PM in response to hcxcy

Shutdowns without a warning dialog may be due to overheating. Macs have been fitted with thermal protection for 20+ years. If internal sensors detect temperatures approach a dangerous point they will signal the processor to shut down the computer.

Heat issues in modern iMacs are not as bad as in notebooks but can happen. The air intakes are on the bottom edge of the case. Make sure they are not clogged with dust, and do not store anything between the work surface and the intake vents. I've tested and it is surprising how much the temps can go up with even partial blocking by stuff under the vents. Stuff does not have to be touching the computer to cause heat grief.

Apple placed the exhaust vent in this model in an awkward location. It works fine until you tip the display full-down. At that point the exhaust is significantly restricted by its proximity to the "neck" of the stand. Several month ago I helped a gentleman with similar symptoms and it turned out he had the iMac on a tall riser and tipped the display down all the way. He changed to a lower riser that allowed the vent to be farther from the stand and his shutdown issues went away.

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Answer 9

hcxcy Author

Level 1

8 points

Nov 28, 2019 2:33 PM in response to Allan Jones

Thanks for the reply Allan! Yeah, I've read about the overheating issues and took an air spray to the venting holes. I've also installed Macs Fan Control to keep a closer look at the internal temperatures, yet they stay within the OK limits.

I've even run the Heaven app under ultra settings, and while the fans went super crazy (along with the temperatures), it never shut down. It did, however, shut down on multiple other occasions while watching youtube or even in sleep mode.

As of now, I can't seem to find a single pattern as to why this is happening.

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