Display freezes (system still runs as normal in the background) unless in safe mode.

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Display freezes (system still runs as normal in the background) unless in safe mode.

Hi, I've been having a problem with a 2015 MacBook Pro. Issue originally started occurring on Sierra OS.

The display freezes - Can't move mouse or anything else however the system still runs in the background. i.e I was watching Youtube and the display froze but I was still able to start and stop the video (audio) by using the space bar. Also if I am downloading anything the download will continue as normal, and in most cases will have downloaded by the time the screen has unfrozen.

Freeze can last anywhere from a second to 20 minutes randomly. Usually it will occur a few times every 5 minutes or so Either while trying to log in to user account or any time after log in.

I wiped HD and reset to orignal Yosemite OS and the issue relaxed, only freezing about 20 times in 10 hours but since upgrading to Catalina the issue is much more frequent (every couple of minutes) and has also started to result in Window Server Crashes (from crash log) which is logging me out of my user account.

As it has happened on more than one OS, and after multiple HD wipes and resets I suspected hardware issue but it does not freeze at all in safe mode so now I'm not sure if that would still be the case.

Let me know if you require any more info.

Thank You

Posted on Aug 24, 2020 2:28 PM

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Answer 1

Best reply

HWTech

Level 9

55,952 points

Aug 25, 2020 8:24 AM in response to martyforsteru100

The SSD looks good.

Try this dongle:

https://www.amazon.com/NewerTech-Headless-Video-Accelerator-Dummy/dp/B01ASJCZFK

You may want to run EtreCheck and post the report here using the "Additional Text" icon which looks like a piece of paper. If Safe Mode works, then you may have some software installed that is interfering.

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Answer 2

HWTech

Level 9

55,952 points

Aug 24, 2020 7:40 PM in response to martyforsteru100

Try running the Apple Diagnostics.

Are you still using the original Apple SSD or did you upgrade to a third party SSD?

Run DriveDx and post the report here using the "Additional Text" icon which looks like a piece of paper. Run the SSD's short self-diagnostic using DriveDx. To run the SSD's long/extended self-diagnostic during the trial period, then open the Terminal app and type "sudo " with at least one trailing space. Then drag & drop the DriveDx app from the Finder onto the Terminal window so it auto-fills the path to the DriveDx app. Then press the Delete key to remove the trailing space. Now finish the command by adding the following immediately after the last character ("p"):

/Contents/Resources/smartctl  -t  long  /dev/disk0

The complete command will look something like this:

sudo  /Users/hwtech/Downloads/DriveDx.app/Contents/Resources/smartctl  -t  long  /dev/disk0

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Answer 3

Aug 25, 2020 2:11 AM in response to HWTech

Ok so SSD is the standard factory fitted one. Apple diagnostics shows no problems.

I've ran some additional tests as found in console the system is returning this error approx 20 times a minute:

fault 10:06:57.741935+0100 kernel IntelAccelerator driver returned kIOReturnNotReady for transaction [ID=22514, IOSurfaceID=6]

fault 10:07:01.703521+0100 kernel IntelAccelerator previous NotReady transaction [ID=22514, IOSurfaceID=6] sent. kr=0x0

Coupled with less regular WindowServer crash I think it is the graphics card causing the problem. To test further I've connected to a monitor via HDMI to HDMI cable and the error and the freezing has stopped completely.

I've attached DriveDX report here but not follow the sudo instructions as I'm not sure if this would still be required.

Thank you

DRiveDX

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Answer 4

Aug 25, 2020 4:25 AM in response to martyforsteru100

Plugged into external monitor via HDMI now for 2 hours with no issues. As soon as I unplugged again the system crashed.

Whilst plugged in both screens (macbook and monitor) show the same screens and the macbook display works fine.

As it works on safe mode and works when connected to external monitor I am presuming the macbook graphics card is either bypassed, or works in a different way that stops the error from occurring.

As it isn't feasible to be connected to an external monitor all the the time I was wondering if there was a way to make the macbook think it is connected when it isn't? ie put it into external display mode without an external display attached

Context - I already have another macbook and an imac. The macbook with the issue out of warranty so I don't want to pay for hardware repairs/replacement when it isn't crucial but it would be handy to have around if I can get it working again with a work around such as the suggestion above.

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Answer 5

Aug 27, 2020 9:20 AM in response to HWTech

This came today and works great. No more issues. Thank you

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Answer 6

HWTech

Level 9

55,952 points

Aug 27, 2020 8:24 PM in response to martyforsteru100

You're welcome. I'm glad it worked. Thanks for the update.

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Display freezes (system still runs as normal in the background) unless in safe mode.

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