Macbook pro 16 2019 freezes randomly and restarts

So now I am getting very annoyed!

I have the issue of not being able to put my 16" MBP to sleep because the fans spin up when I wake the machine from sleep. I spoke to Apple a number of weeks ago and they told me a software fix is coming and suggested I shut down my machine when not in use. This does absolutely nothing because when I start my machine it takes 3 or 4 times with the fan noise (same as when waking the MBP) and reboots until it eventually shows me the login screen.

I believed Apple when they told me they knew what the issue was and a fix was coming in the next software update. I have tried all the suggestions that everyone has mentioned on this thread without success.

About 2 hours ago, I was notified that 10.5.15 was available, in anticipation I immediately installed thinking this would resolve the issue but alas this update does absolutely nothing. As soon as I put my machine to sleep, the same old cycle when I wake it up again!!

This thread is now 36 pages long and I no longer believe Apple know what the issue is, all they are doing is stalling to buy time to try to figure out what the **** is going on.

As others have mentioned, when spending £2500 on a laptop you expect a great machine AND a great service which quite frankly is not happening right now. I have been using Apple products since 1990 and have spent my fair share on their products but this sort of behaviour is the first time I feel really disappointed with them.

I intend to contact them again tomorrow but to be honest, I think they'll try and fob me off and I do not think they have the answers to why this is an issue.

Hi sly182,

Sorry to hear about your frustrations. When you call AppleCare Support, you need to request Customer Relations, and follow up on the case#. Normally such brash double talk doesn't happen. But when it does, Customer Relations needs to hear about it. Unfortunately we here can't question Apple, on this board as to their policy, but what we can do is share with you what has worked when given the run-around.

Mine stopped charging couple weeks ago randomly, so I called the support center.

Customer support was on point and everything went so smoothly.

The repair didn't even took a week to finish. I mailed my MacBook Tuesday and got it back by Friday.

However, I started getting the same problem ever since I got mine fixed. (They had to change the whole logic board.)

I hope this is software issue where it can be fixed by software update...

Thank you for your reply and your information of i7s!

I used the box for my second repair. In my first repair, I hoped some conversation...

Now my MBP16 runs, but whenever it reboots, the setting of "Automatic graphics switching" turns on !

I think that this bug is at least bad for both i7s and i9s.

About two decades ago, I bought my first Mac - a Ti PowerBook G4 because I was excited about the first Mac OS X β.

I've bought many PowerBooks, MacBook Pros, Airs, iPhones, Watches, iPads, a Home Pod, and AirPods since then.

Tomorrow, I'll be receiving my first Windows computer since the 1990s - a 15" Surface Book 3.

I can not begin to express my disappointment in Apple's hardware, software, QA, or general handling of all of this. It makes the glitchy keyboard of the previous generation of MacBook Pro look great in comparison.

I posted waaaaaaaay back, at least a month ago, and frankly, my MBP 16 has been running very well since the initial hiccups.

The only oddity is an audio issue that might pop up, maybe 5% of the time, when I unplug my computer and plug it back in. Not sure whether it's something connected with using Skype on my workplace's system via Citrix Workspace or something else.

The good thing is, restarting and logging back in only takes a couple minutes.

(btw -- since coming from a mid-2012 13", the best accessory I've bought so far is a little USBC-to-MagSafe adapter!)

Might've been the 10.5.4 update; it's been a while, I know, but I wanted to see if it kept running fine before I said anything. And, now that I think about it, I also switched off Power Nap based on advice early in this thread.

Most if not every cases are related to software. Probably drivers issue.

I know it is frustrating. I also had kernel panic on previous Mac. Now I have new one (from 3 weeks) with 10.15.3 on board and I won't go anywhere until it will be safe. But if we want them to work hard on this we have to call them or send feedback. Maybe after 10.15.5 update they think everything is fine.

I am also wondering why (if it is hardware issue) problem occurs on 10.15.4 and later. Usually on 10.15.3 everything is fine.

I had these problems with the factory installed build of macOS. While I was doing my initial setup the machine crashed and had to be restarted

I should have returned it then, but I foolishly wanted to believe it was a software issue that would be resolved and I didn’t want to be stuck with my old MacBook Pro

Software can do things to avoid or trigger hardware issues by not exercising something faulty, so changes in relative frequency of crashes from build to build don’t imply that it’s software.

There very well may be several issues here including both software and hardware, but I am convinced that my hardware is faulty - especially given that it so often overheats with little load and someone else here described having that issue and having it go away when they got a new MacBook Pro (after several failed logic board replacements)

IDK if the thermal issue is the same or a different one from what’s causing my crashes, but I generally have the impression that there are multiple issues and/or they could be something stochastic like BGA soldering issues making faulty connections, intermittent shorts, or similar

Independent (I think) of this issue, both my previous 2018 MacBook Pro and this one seem susceptible to even gentile torsion of the enclosure. If I put them on my lap, a little bit of twisting causes display and other glitches. That could point to any number of things including dense BGA soldering issues or insufficient mechanical isolation of the logic boards from the enclosure, or insufficient rigidity of the enclosure.

This for me is not just disappointing, it’s infuriating and it’s making me feel greatly ashamed for having been such a long term loyal Apple user and advocate.

… and it doesn’t help things that when I have called or written in, we spent hours getting nowhere, with different people suggesting the same SMC, PRAM, etc resets, and then wiping the machine and doing a fresh install (which would leave me without a computer to work on for a day), and if I did ship it in, I’d have a week without a Mac with no guarantee of resolution.

It’d be so simple just to forgo that and send out new MacBook Pros (which still need everything reinstalled eating many hours, but at least have some reasonable hope of not having the issue).

Support is maddening. This forum is maddening. The computer is maddening.

I switched to Apple because I didn’t want to think about my computer. I wanted it to Just Work, yet so many things about it and the company’s approach to dealing with its failures don’t work.

You are so frustrated. Don't you have any other serious problem then that in your life? Really how can talk to you if you don't respect other users.

As I said. Previous MBP16 also had this problem. Even on factory macOS. New one is still on 10.15.3 and nothing happens. I really understand that we pay a lot for something called Pro. Same thing was butterfly keyboard etc. Apple isn't same company as before. That's clear. On the other hand they have to check every sites of this issue. If 10.15.5 won't help they will try to do it with 10.15.6. If it is hadware issue sooner or later they will replace your logic board or whole machine. I know that waiting kills you but we can make it faster if you send them feedback or make another boring call. If you have clear evidence like console after geek bench test. Great send them. I can't do anything for you. If I want to be rude I could even say that I am not interested in it because it is you problem.

They don't read this forum. They are not interested in it. The only way to help yourself and other users is phonemail or feedback. I have to remind about that because too many people think that another post right here works.

Please read the terms of use of this board. It is here to solve problems. It is not a rant stop. Civil discourse please. If you aren’t getting the solution you need on this thread, please start your own thread, and that will help the participants here help you better. It is very hard to follow super long threads with “me too” remarks. Yes, there is clearly a bug. We have that. But we need to know under what conditions it reproduces itself. The more info you can gather about its reproduction, the less time you will have to spend with both AppleCare and the Genius Bar.

Literally nobody is being rude here save for the people who are trying to shut down people who are righteously complaining.

I don’t think there is any helping you if you can’t see how offensive it is to tell someone who got screwed over multiple times by a company they loved and trusted and advocated for years.

People have tried to fix their machines. Them voicing a little frustration and hoping that Apple might listen does not hurt you. It doesn’t even hurt Apple.

With this RANDOM ‘Freeze Restart’ cannot be reproduced. The comment ‘But we need to know under what conditions it reproduces itself.’ Is not applicable here.

if you understood the problem you would know that and understand the frustration

Most of us understand you. Maybe if I upgrade my machine I will have problem too. Anyway writing same posts (over 30 pages) still means nothing to Apple. You can do much more machine phone calls even if it is third or fourth time. They admit to some users that they know about the problem and they are trying to fix it. If it is not a global problem (mbp16 isn’t most popular product of course) they won’t say anything until they will really need. That’s it. I also don’t like current situation but unfortunately pro users are no longer the most important group for Apple