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.

Macbook pro 16 2019 freezes randomly and restarts

I just bought a new macbook pro 16 inch 2019 that came with Catalina, I set it up as a new mac and installed some apps (Chrome) and started using it.

The problem is it always freezes at some points and I have to manually restart it by pressing the power button for a few seconds until it shuts down.


This might be just me, but I think this shouldn't happen on a laptop thats costs 2699€.

I updated it to the last version of Catalina and this didn't fix the problem.

I wanted to go back to Mojave, not an option I guess.


What is going on Apple?

MacBook

Posted on Dec 1, 2019 8:27 AM

Reply
Question marked as Top-ranking reply

Posted on Feb 29, 2020 12:21 PM

Darn it ... took too long to post: reposting.


Interestingly I too have a Space Grey MacBook Pro that was "custom".

My specs are: i9 2.3ghz, 32gb Ram, 1TB storage, AMD 5500m 4gb


It took 4 days to troubleshoot but I believe I have a reproducible way to test the Intel 630 UHD 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 the "Compute" Benchmark
  4. Select Compute API: METAL (OpenCL doesn't error out but Metal does.)
  5. Select Computer Device: Intel UHD 630 Graphics
  6. Open the Console Log app BEFORE YOU run the GEEKBENCH 5 test
  7. Select "Errors and Faults" from the Console log app. It should be at the top.
  8. Start the GeekBench test.
  9. Watch all the red dots proliferate the Console Log app. Most of them will be IntelAccel errors. Many times you will likely see the internal GPU restarting as evidenced by the attached screenshot. Look for signalHardwareError in your logs.

Here is my video of the whole thing. https://youtu.be/Rxh3wATgPOA


During my 7 minute video I try to select the "About the Mac" it takes almost 3 minutes for the window to render while the test is running. You can see in the Activity Monitor in the video it showing as unresponsive.


I truly hope this helps folks - and I wish you all luck. I love Apple and their products. This is obviously something they need to admit and get ahead of because this is turning into something that appears to be a real issue.


My laptop is currently at Apple repair awaiting a logicboard (MLB).


Edited because I hit post too quickly.

672 replies

Dec 8, 2019 4:23 AM in response to fregsfdvbfeg

Same issue. Seems to trigger when doing any heavier tasks...the kind I bought this macbook for. Macbook completely freezes, only way to fix is to force shutdown.

Macbook pro 16 2019 freezes randomly and restarts

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