Macbook pro 16 2019 freezes randomly and restarts

A fresh full install has been proved useless. Since the latest update 10.15.15 doesn't resolve this issue. The only way is to go to Apple Genius Bar and ask them replace the logic board, and ask them install the MacOS version 10.15.1.

a brody wrote:

1. Jackhans,

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

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.

I get that this maybe seems unreasonable, but I really just want to Shibboleth and for Apple to forego the whole process of going through their whole AppleCare process, getting forced to downgrade or try other software fixes, going through resetting my SMC and PRAM for the Nth time, leaving me without a computer for days to a week one or several times to replace the logic board, and so on, and just send me a new MacBook Pro, let me image it from TimeMachine, and return the old one.

They have over a hundred billion in the bank and IDK how many tens of thousands I've spent personally on MacBook Pros, PowerBook G4s, MacBook Airs, iPhones, iPads, AirPods, etc, and IDK how many hundreds of thousands they've gotten from me buying those things for my companies and encouraging friends, family, and colleagues to buy their stuff, and IDK how many times I've defended the company putting my reputation on the line saying «they're not over-priced; they're worth it !»

Now I have a ~$5k computer that is broken and my only hope for resolution is to waste hours on the phone and weeks of back and forth and being without a computer under the hope that maybe maybe they'll manage to fix it.

I'm just livid.

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.

I had my 16" MBP serviced for an unrelated issue (I have two issues, the crashing issue people here are having as well as a recent damage issue). I was told they replaced my LB. Using coconutBattery, I can see my LB was made in Oct 2019 (which made me question whether I really got a new LB) but I am now on 10.15.1. Is the reason I'm on 10.15.1 because the LB was replaced?

BTW, the crashing issue is not resolved yet. It's crashed on me a few times since it was returned to me last week. My crashes come about once every 1-2 days. Worst case is 3x in a day (which was prior to the repair).

Well mine is dead !! It’s going back to repair to istore as Apple isn’t open and they are not doing mail ins from my areas , going to cost me £30 to ship and £15 to get back not happy about this at all !!! The update didn’t fix my reboot loop even after a wipe and clean install :( . Fingers crossed it comes back fixed

I get nothing out of this except the knowledge of trying to help someone.

If you aren't looking for help, nobody here can help you.

If you are looking for help. Tone down your anger, before you come in for help.

Lemons happen with all models. Even my folks had a Dell whose hard drive was dead on arrival mail order.

You are talking to end users here.

Why do you choose to abuse the people who are here trying to help you?

Is that wise?

And lest I remind you, thanks to the retail marketplace here, a person working at an Apple retail store does not make anywhere near as much as someone who works as a consultant. So for them to risk the lives of people who barely earn enough for a living just because their machines happened to have a few defective parts shipped, by having them man those stores, is asking a lot. At least they do have a mail-in repair center. And you can ask for it to be expedited.

Thank you.

a brody wrote:

I get nothing out of this except the knowledge of trying to help someone.

If you aren't looking for help, nobody here can help you.

If you are looking for help. Tone down your anger, before you come in for help.

Lemons happen with all models. Even my folks had a Dell whose hard drive was dead on arrival mail order.

You are talking to end users here.

Why do you choose to abuse the people who are here trying to help you?

Is that wise?

And lest I remind you, thanks to the retail marketplace here, a person working at an Apple retail store does not make anywhere near as much as someone who works as a consultant. So for them to risk the lives of people who barely earn enough for a living just because their machines happened to have a few defective parts shipped, by having them man those stores, is asking a lot. At least they do have a mail-in repair center. And you can ask for it to be expedited.

Thank you.

FFS I never once asked to have someone at a retail store. All I want is to get a replacement for my - your word - expensive lemon - without having to go through many hours on the phone and a week without my computer.

I want a new MacBook Pro shipped to me that I can re-image and then return the defective one, and I don't want to have to go through the long process, send mine in, wait a week with no computer that I can work on, get it back with no guarantee that my issue is resolved, lather, rinse, repeat twice, then get a replacement machine.

I'm not «choosing to abuse the people who are here trying to help you» I'm insanely frustrated with the defective machine, trying to get Apple to do something to fix it, and you're here going out of your way to basically tell me that the problem is nbd and that it doesn't really exist and that I should be happy with going through the insanely annoying and time consuming process.

That's not anger, it's frustration, and you're exacerbating it greatly by dismissing and diminishing my experiences.

Also I re-iterate, this is not «a few defective parts» or «a few lemons». Read this forum.

Replying to myself so you can check my previous post got context.

Installed 10.15.5 from internet recovery on a disk I just erased. Same issues as before: crash on sleep, crash when plugging in a usb-c device, reboot loop when clamshell is closed.

Wow... we did pretty well. 35 pages of of discussion before some snarky desktop support tech to stepped-in and put us in our places. Shame on us for forking over four grand to a trillion-dollar market cap company for unstable laptops that discard our work at random intervals, and then expecting the paperweights to be repaired without months of hassle. Privilege punished...we got what we deserved.

So... I've installed the new Catalina Update, which was told to be our saver. Guys, I do not have any issues like it's getting hot while frozen or fans begin to be loud. Nah. I was just watching a video on YouTube and screen simply froze. (Safari). I could stop and play video through my touchbar, but the screen itself froze. So the update didn't solve my issue. Ahhh.

EDIT: I didn't have anything connected like external monitor, usb hub, it wasn't charging. I was simply watching YouTube. **** it.

EDIT_2: So you ask me, how do I fix that issue? I simply close the screen and when it "goes to sleep" I open it and it gets unfrozen. That's my solution. I mean, it's really annoying for such expensive machine.

nextedoff wrote:

So... I've installed the new Catalina Update, which was told to be our saver. Guys, I do not have any issues like it's getting hot while frozen or fans begin to be loud. Nah. I was just watching a video on YouTube and screen simply froze. (Safari). I could stop and play video through my touchbar, but the screen itself froze. So the update didn't solve my issue. Ahhh.

EDIT: I didn't have anything connected like external monitor, usb hub, it wasn't charging. I was simply watching YouTube. **** it.

EDIT_2: So you ask me, how do I fix that issue? I simply close the screen and when it "goes to sleep" I open it and it gets unfrozen. That's my solution. I mean, it's really annoying for such expensive machine.

Interesting, because someone else mentioned "PowerNap" worked better under 10.15.5.

Energy saver issues typically have to do with added peripherals such as external mice, and non-powered USB devices (getting their power from the computer). If that is not your issue, you might want to turn off graphics switching, or turn it on. Some have had better luck with one graphics processor being on versus another when energy saver is happening (and the lid closing). You can change the Energy Saver settings of what the computer does when it wakes from sleep for better behavior. All that is under Apple menu -> System Preferences -> Energy Saver.

Thanks for the point of reference.

I applied the update earlier today, and this evening I experienced a panic. The panic string is different than what I'm used to, though:

panic(cpu 2 caller 0xffffff8002e9169c): Sleep transition timed out after 180 seconds while notifying clients about upcoming system capability changes. Suspected bundle: com.apple.iokit.IOGraphicsFamily. Thread 0x74.

I'm not sure if this is related to my earlier "PowerPlay Failed Resume" panics, or not. Anyone have any input on this?

Update 10.15.5 - no fix for the PowerPlay panic.

Well, as in any "free" country we have just got Apple "fixing" this thread guys. How? Like the big brother. They have removed a bunch of my posts here.

So, welcome to 1984 - Apple Edition for Pro users. "Please, stay separated dear user, we'll destroy you one by one". They are happy to take our thousands of $K for their broken product yet they are not offering any solution!!! Today the technical support finally told me that they are not representing the warranty department of the Apple, they are not able to mark my case as a warranty case since they are only "tech support". They can not provide me any written statements and I'd better off to SWITCH OFF my MBP 16 EVERY TIME BEFORE CLOSING THE LID!! They told me if I want to get something "written" from Apple I must contact Apple via PAPER MAIL.

My MBP16 has this problem. Fortunately, all AppStores close, and I had to bring my MBP16 to a repair shop, which can formally repair Apple's devices.

My MBP16's problem had physical memory error, so the shop exchanged some parts.

And he said:

1. Only MBP16 with Core i9 has this problem. MBP16 with Core i7 doesn't have this problem. His hypothesis is that program for Core i9 is not enough, especially for external graphic card.

2. My MBP16 had physical memory error, which is permitted by Linux system.

I think that some kernel panic occurred in my MBP16 and its physical memory was harmed, which caused for many kernel panic.

Now I have repaired MBP16, but use it by no sleep mode, no automatic graphics switching (why does it turn on after reboot??). No problem now. But I'm afraid of using MBP16. I think that Apple must compensate our time and mental stress ... !.

nkutomi wrote:

My MBP16 has this problem. Fortunately, all AppStores close, and I had to bring my MBP16 to a repair shop, which can formally repair Apple's devices.

My MBP16's problem had physical memory error, so the shop exchanged some parts.

And he said:

1. Only MBP16 with Core i9 has this problem. MBP16 with Core i7 doesn't have this problem. His hypothesis is that program for Core i9 is not enough, especially for external graphic card.

Unfortunately that shop was not correct. i7s have had this problem too.

I hope you didn't have to pay for the repair. You do know Apple will send a box to you to send to their repair facilities at no cost to you (at least in the US)?