iMac keeps freezing when playing video

I have an iMac that I bought 3 years ago. 5K, 27-inch screen, 3.6GHz 10-core, AMD Radeon Pro 5700 XT 16 GB. I upped it to 128 GB of RAM after market. It frequently freezes when I'm playing video from any source (Apple TV, YouTube, Zoom, Teams calls, etc). It's not consistent. Sometimes it's multiple times/day. Sometimes not for a week or more. I try to just avoid playing video on it, which is not realistic.


The screen freezes up, no input from the mouse or keyboard has any impact. The sound just continuously loops about 1 second of sound, whatever was playing when it froze. I have to do a hard restart with the power button to get it back. I've tried waiting even hours, it never comes back from this.


I took it to the Apple Store multiple times when it was under warranty and even after the warranty / AppleCare expired. They just kept it for a day, told me they checked it out and nothing was wrong.


In three years, that's multiple OS upgrades, etc. Nothing changes the behavior. It's maddening. I've tried swapping out the memory, or putting in just 64GB at a time. No change. I installed iStats to try to see if there was a temperature issue or a GPU issue that was consistent when it happened. No pattern there.


Any thoughts?

iMac 27″, macOS 13.2

Posted on Apr 19, 2023 12:01 PM

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Apr 20, 2023 9:42 AM in response to jasonfromut

I see a number of issues that should be addressed:


1 - first and foremost you should get a full backup of your boot drive either with Time Machine on an external drive or with some other backup app. Not having a backup is like driving without using seatbelts. You don't need them until you do and then it's too late.


2 - First, there is no reason to ever install or run any 3rd party "cleaning", "optimizing", "speed-up", anti-virus, VPN or security apps on your Mac.  This documents describe what you need to know and do in order to protect your Mac: Effective defenses against malware and other threats - Apple Community and Recognize and avoid phishing messages, phony support calls, and other scams - Apple Support.  


There are no known viruses, i.e. self propagating, for Macs.  There are, however, adware and malware which require the user to install although unwittingly most of the time thru sneaky links, etc.   


Anti Virus developers try to group all types as viruses into their ad campaigns of fear.  They do a poor job of the detecting and isolating the adware and malware.  Since there are no viruses these apps use up a lot of system resources searching for what is non-existent and adversely affect system and app performance.


There is one app, Malwarebytes, which was developed by a long time contributor to these forums and a highly respected member of the computer security community, that is designed solely to seek out adware and known malware and remove it.  The free version is more than adequate for most users.  


Also, unless you're using a true VPN tunnel, such as between you and your employer's, school's or bank's servers, they aprovide false secutiry from a privacy standpoint.  Read these two articles: Public VPN's are anything but private and Former Malware Distributor Kape Technologies Now Owns ExpressVPN, CyberGhost, Private Internet Access, Zenmate, and a Collection of VPN “Review” Websites


That being said you should uninstall Avast and NordVPN according to the developers instructions. You can check to see if you've removed all of the supporting files by downloading and running the shareware app Find Any File to search for any files with the application's or the developer's name in the file name.  For the two software apps mentioned you'd do the following search(es): 


1 - Name contains avast

2 - Name contains nordvpn


Any files that are found can be dragged from the search results window to the Desktop or Trash bin in the Dock for deletion.


FAF can search areas that Spotlight can't like invisible folders, system folders and packages.  


If you get warnings that the file can't be deleted because it is in use or used by another app boot into Safe Mode according to How to use safe mode on your Mac and delete from there.


Note:  if you have a wireless keyboard with rechargeable batteries connect it with its charging cable before booting into Safe Mode.  This makes it act as a wired keyboard as will assure a successful boot into Safe Mode.


Lastly you have way too little free space on your boot drive. That may be the biggest contribution to the Mac's slowness. You should try to maintain a minimum of 80-100GB of free space at all times to facilitate optimal system and application performance.


Get an external SSD, formate it APFS and move Photos and Music libraries to it (make sure they work as expected before deleting from your boot drive). You can create secondary folders for them like Pictures-2 and Music-2 on the external drive and add those folders to the Finder's sidebar for quick access.


You should also backup the external SSD with Time Machine or whatever alternate you decide on. I use both: Time Machine to get versions control, i.e. if I delete a file by accident I can get the latest version via Time Machine. I also have a bootable clone of my boot drive that I update once daily with Carbon Copy Cloner. This lets me boot into it if my internal boot drive ever gets compromised so I can continue working.


Apr 19, 2023 2:08 PM in response to jasonfromut

We need to see what all is running, a report from this will not display any personal info...


EtreCheck is a FREE simple little diagnostic tool to display the important details of your system configuration and allow you to copy that information to the Clipboard. It is meant to be used with Apple Support Communities to help people help you with your Mac. It will not display any personal info.

https://www.etrecheck.com/


Pastebin is a good place to paste the whole report if you capture the URL while there…


Workable but harder for me to work with...the Note tool on the bottom of this editor's toolbar, as shown in the image, to copy and paste the output from EtreCheck. In a Reply before you click post, look for this to add longer texts...

Apr 20, 2023 10:48 AM in response to jasonfromut

Besides removing Avast then running etrecheck again to see if their Uninstaller missed...


Delete these files & restart...


/Library/LaunchDaemons/com.parallels.mobile.dispatcher.launchdaemon.plist


/Library/LaunchAgents/com.microsoft.OneDriveStandaloneUpdater.plist


/Library/LaunchAgents/com.parallels.mobile.prl_deskctl_agent.launchagent.plist

Apr 20, 2023 8:42 AM in response to BDAqua

I'm attaching the EtreCheck report. I can't capture any kind of post-freeze error report, as the system doesn't generate one. When I reboot, it doesn't do a "System crashed. Generate report?" It just starts back up and pretends like nothing happened... :)


I tried to simulate the environment for crashes as much as possible. I was playing a video on AppleTV while I ran the report, just so the normal sort of processes would be running.

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iMac keeps freezing when playing video

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