Macbook pro 16 2019 freezes randomly and restarts

MacBook Pto (16-inch, 2019, 2,4 GHz 8-Core Intel Core i9, AMD Radeon Pro 5500M 8 GB and 32GB of Memory) - Catalina 10.15.2

• i have a lot of "unexpectedly quit" with many applications like illustrator, inDesign and Blender
• the screen went like burned (overlay black) twice in a week of using it and after some seconds got normal again

mostly happening after unlocking the screen

I have the same applications and OS at a MacBook Pro (mid 2015) with no issues at all

What is going wrong ???

Never had so many problems with any mac since 1995!!!

I have a lot of problems on my Macbook Pro 16 too. Catalina 10.15.2.

I have mainly three problems that are totally unacceptable for a $3000 device:

1. The screen freezes only when I'm on battery, and the description of the other people is pretty accurate. It stops working, but the MAC actually is working fine (only the screen is frozen)
2. For two times in two different days (I had this mac for 3 weeks) the keyboard got stuck. And when I mean "got stuck", I mean that it didn't work at all. The CAPS LOCK key was always green and any of the keys didn't work. I know that this is a Software problem because the external wired keyboard that I had was not working (but the mouse on the same USB Hub did), so hopefully it should be software related.
3. I got a sudden reboot today, the fans went full noise while the MAC was charging and at 19% of battery.

Hopefully those errors are software problems that will be fixed very soon.

Until then, I cannot recommend anyone buying this Macbook.

My MBP could not be fixed. Many people are facing this problem. I have returned the laptop for full refund. Apple's process is pathetic, it took one week to approve refund and it will take 1+ month for the refund to be actually made! I will not recommend buying it for the following reasons:

1. Faulty hardware
2. Support people are clueless how to fix it..You have to prove in front of them by crashing it.
3. No parts available in India
4. Refund will take more than 1 month.

Same here! But I have 2 kinds of freezes:

1. Temporary. The screen freezes for 5-20 seconds. Keyboard and touchbar remain active (I can see that cmd+tab works as the touchbar changes according to the app and actually works), but nothing changes on the screen.
2. Fatal. Machine freezes completely, and after about a minute, fans blow on max for a second and it restarts.

I really hope this is a software issue that is getting fixed in the coming Catalina updates. If not, I don't even know what to do. C'mon Apple, we've waited for this laptop for 5 years, don't let us down now that we finally have an otherwise perfect machine!

It took 4 days to troubleshoot but I believe I have a reproducible way to test the Intel GPU issues people are having.

1. Download Geekbench 5 (I used version 5.1.0)
2. Select "Later" when the dialog pops up about paying for it. You'll be testing in "Tryout Mode"
3. Look the the left of the program and you'll select "Compute" Benchmark
4. Select Compute API: METAL (OpenCL doesn't error out but Metal does.)
5. Select Computer Device: Intel UHD 630 Graphics

Just another update. This issue is still occurring on my 2019 16” MacBook I got in December. The MacBook freezes completely (the whole OS, including the mouse cursor) for around 20-30 seconds. Then the fans get very loud and go full speed for around 10 seconds. Then it shuts down or reboots. I’ve been working with Apple this whole time to get the issue resolved. It has happened since the first week I’ve had it and is intermittent. Others are having similar issues and I’ve been seen posts all over. If only they were all compiled into this one discussion, Apple would possibly issue a recall or look into it. Since around December 12th, 2019, Apple had me do the following so far and here’s where I am on my process-

1. Reinstall MacOS and restore from a time machine backup. The issue still occurred.
2. Reinstall MacOS and don’t restore from a time machine backup. Manually reinstall applications as needed. The issue still occurred.
3. Drive two hours to have a Genius review the MacBook. He suggested that I again reinstall MacOS but couldn’t diagnose the issue. He pushed the possibility of it being hardware related. He asked that I mail in my laptop for repair if the issue happens after another reinstall.
4. Reformatted the Macintosh HD and reinstalled MacOS from a USB flash drive mounted with the most recent MacOS Catalina image I downloaded from the MacOS App Stored, which is signed by Apple. The issue is still occurring.
5. Apple sent in a repair request to send my device out for repair. It took three business days for me to get it repaired and receive it back. According to their repair notes included with the repaired MacBook, they only “reinstalled MacOS” which I find humorous because I’ve done this multiple times already per their instructions!

I received the repaired MacBook back today and we will see if these issues still persist. I’m assuming it will keep happening since they only “reinstalled MacOS” which is what they had me do multiple times already.

I’m very frustrated because this is a work machine and my business is losing production. Their USA Apple One (1) Year Limited Warranty says you can “(iii) exchange the Apple Product for a refund of your purchase price.” if the warranty is breached/can’t fix the issue. Has anyone ever got a refund for this?

I’m so tired of having down time at my business and dealing with this. I honestly spent way too much money and I’m spending my valued time having to deal with this issue. Hours of phone calls, days where the MacBook is out being repaired, hours of online chatting or texting. It’s driving me nuts and I’m not sure what to do from here.

I took screenshots of my firmware versions for all my hardware before it was sent in for repair. I’ll let you all know if they updated or downgraded firmware on any hardware and if the issue is resolved or not. I’ll keep everyone updated on my progress.

Bret (I’m actually NOT from Apple)

So just an update on my progress. I’ve posted his prior but I want to give everyone a refresh just in case you don’t hear back from me due to the issue being resolved. I’ll keep you all updated if the issue seems resolved after I use my MacBook for a month or so. 

I purchased my 2019 16” MacBook Pro on 12/08/2019. Immediately after buying it, the MacBook had issues. MacOS would freeze completely, the mouse cursor couldn’t even move during the freeze for about 10-20 seconds. Then the fans would start going full speed and get very loud for about 5 seconds. Then the system would automatically shut down or reboot. I then got curious about this reoccurring issue so I posted here on 12/12/19 about having this issue. 

For my first time around, Apple had me do the following:

1. Reinstall MacOS and restore from a time machine backup. The issue still occurred. 
2. Reinstall MacOS and don’t restore from a time machine backup. Manually reinstall applications as needed. The issue still occurred. 
3. Drive two hours to have a Genius review the MacBook. He suggested that I again reinstall MacOS but couldn’t diagnose the issue. He pushed the possibility of it being hardware related. He asked that I mail in my laptop for repair if the issue happens after another reinstall. 
4. Reformatted the Macintosh HD and reinstalled MacOS from a USB flash drive mounted with the most recent MacOS Catalina image I downloaded from the MacOS App Stored, which is signed by Apple. The issue is still occurring. 
5. Apple sent in a repair request to send my device out for repair. It took three business days for me to get it repaired and receive it back. According to their repair notes included with the repaired MacBook, they only “reinstalled MacOS” which I find humorous because I’ve done this multiple times already per their instructions!

I then had the issue again following the first repair. I called Apple and they actually collected console logs this time from the MacBook. I was getting “Panic” logs saying “Bad Magic” during these unexpected shutdowns and reboots. 

They sent the device out for repair again on 04/01/2020. It took four business days (should have only been three but UPS had a technical issue) and I got it back today, 04/04/2020. They replaced the Logic Board (item #605-06150) and the Touch ID Board (item #605-06552) due to a “Kernel Freeze” symptom. They also clean installed MacOS and it shows that my device passed hardware testing. 

So I’ll be testing this repaired device for a month or so and will see if the issue happens again. If it happens again, I’ll probably get a full replacement or ask for a refund from Apple due to their Warranty terms. 

I’ll keep you all updated if the issue seems resolved or if I have any issues after a month. 

Have you tried the 10.15.4 supplemental update? The one after 10.15.4 still called 10.15.4. It fixes things but not the $3000 - $9000 mbp pro 2019 freezing & restarting 5 months after sale date.

• Fixes an issue where Mac computers running macOS Catalina 10.15.4 could not participate in FaceTime calls with devices running iOS 9.3.6 and earlier or OS X El Capitan 10.11.6 and earlier
• Resolves an issue where you may repeatedly receive a password prompt for an Office 365 account
• Fixes an issue where MacBook Air (Retina, 13-inch, 2020) may hang during Set-up Assistant or when disconnecting and reconnecting a 4K or 5K external display
• Resolves an issue where a USB-C port in your Mac may become unresponsive

😂🤣

I solved my problem.

My brand new macbook pro 16 (Shipped 2. april 2020) also restarted (crashed) over nigth - actually it crashed (Kernel Panic GPU) everytime it went to sleep mode. I had nothing installed except default OSX with updates.

1. Reset: Pram & NVRAM (still crashed)
2. Reset: SMC (still crashed)
3. Internet Recovery Command+Option+R (when booting) (Crashed under installation, but continued afterwards)
4. Disabled "Prevent computer from sleeping automatically when the display is off." & "PowerNap.." in Energy Saver settings (Problems disappeared)
5. Two days later I enabled "Prevent computer from sleeping...." and "Powernap..." again (Still no problems)

I don't know if step 1-3 is necessary, but I think so.

So a macbook pro 16 that I almost returned, is now working perfectly - and I'm very happy:-)

Reloaded OS, reset NVRAM and SMC... None of which helped.

The tech provided some suggestions to work around the problem until a resolution is found:

1. Disable "Prevent computer from sleeping automatically when the display is off".
2. Prevent power naps on both hardware/battery.
3. Unplug power prior to closing the lid and putting the computer to sleep.
4. Shut down the computer prior to sleeping for the night.

It seems the issue surrounds sleeping/standby, so I'm not sure that #1 would help. #4 is simply avoiding the problem altogether...

Ok, here is the update from Apple Support as of May 20 2020. They know the problem exists. They did not even get me through system reinstall as this will not help. Their engineers are working on the fix this in the next Catalina update. 15.5? When? Who knows..

Currently they recommend the following to suppress potential side effects for now:

1. Reset NVRAM (press and hold Option + Cmd + R + P on the shutdown device, it will automatically start. Wait for the Apple logo to show for the second time and then release buttons).
2. Disable checkbox for Putting Hard Discs to Sleep when possible (in the Energy Saving).
3. Unplug (!!!!!??) device when putting closing the lid :)
4. Automatic graphic switching does not relate to the problem - you can leave it on.
5. Power Nap is optional for the problem (but my personal experience shows that disabling Power Nap helps to fix another reboot panic error).

And the top advice from them: "Consider completely switching off your MBP when you are not using it." For sure, that is exactly how we are supposed to use laptops :(

My advice to everyone having this issue:

1. Raise your case with the Apple ASAP while you can call them, so they'll have you on the profile.
2. It will take you only a couple of days to get to the point where they'll advise you to wait for the update.
3. Wait for the Catalina update.
4. If the problem persists - you can reach them quicker as you have the case with confirmed problem and decide on the refund etc.

-----

It is worth noting that this post is about the following issue:

panic(cpu 6 caller 0xffffff7f881fc97b): GPU Panic: mux-regs 5 3 7f 1f 0 0 severity 3 WS-ready 0 switch-state 0 IG FBs 0 EG FBs 1:0 power-state 0 3D idle HDA idle system-state 2 power-level 5:0 power-retry 0:0 connect-change 0 : PowerPlay Failed Resume.

guyonbike wrote:

I cannot get into my mbp pro this morning , 39 mins of reboot loops so far the worst it’s ever been . I’ll try safe mode next :(

This exactly what happens to me; good to hear that I'm not the only one with a horrible experience. I have the base model (i7-9750h, 16GB, 512GB SSD, 5300M). It started doing this on the 3rd day I've owned it. It crashed when I tried plugging a usb-c monitor and apple usb-c dongle (my 2017 13" MBP has no issues with these), and then it was stuck in a reboot loop.

I can't boot into safe mode, it reboots. Tried reseting SMC, PRAM.

I actually manage to boot it 80-90% successfully using the following method:

1. plug in my charger on the right
2. plug in an empty usb-c dongle on the left
3. start the laptop
4. disable sleep on battery and power adapter.

Where the dongles are plugged in may be where I had them plugged in the first time it crashed.

I can unplug it after booting, but obviously it's horrible since sleep doesn't work at all.

If you manage to boot, I recommend you install Windows via bootcamp. I have no rebooting/sleep/thunderbolt issues in Windows. Obviously not an ideal solution, but it gives you a fallback option to boot your laptop.

Jackhans,

Since you have found this to be the case, I would recommend:

1. Calling AppleCare and getting a case# for your case.
2. Request that they allow your case# to be shared with others, so they can refer to it.
3. Suggest that people with such cases be allowed to send their Mac in to AppleCare to get the logicboard replaced and reinstalled with 10.15.1 like yours did. Clearly, in the event of COV-ID, the mail in should be possible for such a repair.
4. Let them know 10.15.5 does not solve the problem. This suggests that for people who need 10.15, they will need to use Firefox or Chrome since the latest security is not available on 10.15.1, but is on 10.14.6's latest security update and 10.13.6's latest security update. Perhaps even suggest a version of the security update be made strictly for 10.15.1, until they can figure out why certain logicboards are having trouble with cameras.

a brody wrote:

I understand your frustration. Facts:

1. I work in an office with a bunch of 16" MacBook Pros that never experienced this issue.

2.Apple has been very amenable to offering exchange/repair programs well out of warranty on clear defect issues since the web came to be.

3.Apple has always offered mail in repairs if you just ask for it.

4.Customer Service/AppleCare doubles as customer relations, and is really the place to vent this feedback politely.

This is just a user to user community trying to help people identify when the problem is user centric, or actual defect, or third party software centric. Please read the terms of use regarding rants, questioning Apple's policy etc...

Yes Apple does occasionally get moderators to discuss issues with you on here. But there is no guarantee when that will happen.

I am an Apple Certified Macintosh Technician and have seen a wide variety of issues that are intermittent and unique just to a set of computers from a certain period of time.

It may be worth your while to consider a Logitech webcam which is Mac compatible to save on time having to discuss the matters with Apple. But do consider buying AppleCare so when the time is beneficial you can have the issue addressed.

Facts:

1. Good for you. I'm clearly not alone here.
2. I had a bad / known defect keyboard issue with my previous MacBook Pro. I got it replaced but still had to go through an extremely annoying process where I was without my computer for a week (which kept me suffering with it and prevented from taking it in for almost a year because it was my primary work device). Twice I tried calling support and getting this one swapped out but had to go through literally hours of back and forth and the same procedure of resetting PRAM and SMC and since I have a β build of macOS on the device, they wanted me to downgrade even though the issue was present from the time I first setup the Mac on my factory macOS install (I was just overly optimistic and hoped that it'd somehow magically go away or that it was a driver / software issue)
3. That's great - mail in my (again) primary computer. One day transit. A couple days (at best) for repair. Another day to return it. Send it out Monday and eat basically an entire week.
4. I'm here to vent and to say that I'm just basically done with Apple over this after having SPENT TWENTY YEARS AS A DEDICATED USER AND BOUGHT MANY, MANY MACS AND IPHONES AND IPADS FOR MYSELF AND FOR MY COMPANY AND HAVING CONVINCED FRINEDS AND FAMILY AND COLLEAGUES TO BUY THEM. It is not an exaggeration to say I'm personally directly responsible for hundreds of k$ in revenue for the company. To have a usable machine and not to have a week of productivity stolen MIGHT BE EFFING NICE.
5. I assume you're talking to someone else but I have Apple Care. I bought it when I bought the mac, and I have multiple cameras and LG screens with cameras and the integrated camera in the MacBook Pro. There is no point in a video call over this.
6. You telling me (someone with some technical expertise) that this is nbd, and that you're not encountering it (when plenty of others clearly are) is accomplishing nothing but ******* me off. I don't know what you're getting out of that but all it's doing is infuriating me. Why did I buy this machine ? Why have I told people to buy Macs and iPhones and iPads ? Why have I argued with people that Apple is worth the price and that they don't just make expensive garbage ?

I understand what random means.

I also understand with computers the only thing random is its memory. Its behavior though is entirely logical. The programmers are not. The hardware components are not because of human error.

However, an issue as pernicious as freezes can have several reasons. I wrote a FAQ* about speed that everyone should take a look at and see where I come from:

http://www.macmaps.com/Macosxspeed.html

The main thrust of the problem is you have software and hardware reasons for freezes. Computers in the end have a consistent logic. Each machine may have a different reason for freezing. If we lump them all in a single thread, we will be beating our heads against the wall trying to isolate the problem.

I see that happening here. Let's take a step back and locate each issue, and identify where the problem is happening.

Stop blaming on Apple. Yes it is entirely possible there is some code break causing the issue for some people, and probably is. But it is not every person's issue!

Start by trying to identify what problem is most likely the cause for your machine. Granted, if your machine exhibits the same problem as the other person, and you find a solution great. Share it.

Blaming will get nowhere.

• Links refer to a page which offers services that I give at compensation. However the content is free.