User profile for user: deme297
deme297 Author
User level: Level 1
7 points

Macbook Pro 2020 freezing/restarting

Hello,


My brand new MacBook pro 2020 keeps freezing and restarting periodically right out of the box. I’ve bought and returned 3 models of this computer since May because this problem has occurred each time. When it freezes, I can move the mouse but cannot click on anything or highlight any icon, and the random restarts show the “an unexpected error” message.


I have noticed, however, that the issue occurs each time after I import my photos from my phone. Any ideas about what to do? My old dying Mac, as slow and bad as it is, has never had these problems.

Posted on Aug 23, 2020 3:57 PM

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User profile for user: MichelleT18
MichelleT18
User level: Community Specialist

Posted on Aug 24, 2020 11:06 AM

Hey deme297,


It sounds like you're having an issue with your Mac freezing and restarting unexpectedly. We can understand wanting to get that resolved so you can enjoy your new Mac. We want to help.


You mentioned this issue has happened with multiple Macs. Are you restoring your Mac from a backup of a previous Mac or using Migration Assistant to move content from an old Mac to your new one? If so, it's possible that something from the backup is causing the issue. We'd suggest testing to see if the issue occurs when the Mac is set up as new.


Before restoring your Mac, you may want to get a current backup. This article explains how to create a backup: How to back up your Mac


This article explains how to erase your Mac: How to erase a disk for Mac this article explains how to reinstall macOS once the drive is erased: How to reinstall macOS from macOS Recovery


If that doesn't help, or if the Mac hasn't been restored from a backup, we'd recommend trying the steps here: If your Mac restarted because of a problem


Thanks!





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User profile for user: MichelleT18
MichelleT18
User level: Community Specialist

Aug 24, 2020 11:06 AM in response to deme297

Hey deme297,


It sounds like you're having an issue with your Mac freezing and restarting unexpectedly. We can understand wanting to get that resolved so you can enjoy your new Mac. We want to help.


You mentioned this issue has happened with multiple Macs. Are you restoring your Mac from a backup of a previous Mac or using Migration Assistant to move content from an old Mac to your new one? If so, it's possible that something from the backup is causing the issue. We'd suggest testing to see if the issue occurs when the Mac is set up as new.


Before restoring your Mac, you may want to get a current backup. This article explains how to create a backup: How to back up your Mac


This article explains how to erase your Mac: How to erase a disk for Mac this article explains how to reinstall macOS once the drive is erased: How to reinstall macOS from macOS Recovery


If that doesn't help, or if the Mac hasn't been restored from a backup, we'd recommend trying the steps here: If your Mac restarted because of a problem


Thanks!





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Macbook Pro 2020 freezing/restarting

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