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

Apple doesn't know what's wrong with my Macbook Pro

A couple of weeks ago my MacBook Pro (2021) crashed suddenly. Took it to Apple, they couldn't diagnose the issue so they restored it. I went home thinking the issue was solved since it stopped crashing. However, it continued to crash consistently. 


I bought the new MacBook Pro M3 PRO since I urgently needed a computer for work. As soon as I downloaded Chrome and Teams, my fresh-out-the-box MacBook Pro crashed with what seemed to be the same crash report. I went back to the Genius Bar with both computers pointing out the coincidence, but they said my new MacBook Pro was fine, although there could be a common issue I should isolate (myself).


On my 'old' macbook, we were able to delete my user to 'start fresh' and try to isolate the issue. Deleting my user improved its performance because it didn't crash for a bit... but it eventually did. Although it was crashing, it passed all the tests they ran, so it "seemed ok". They are not sure what is causing it to crash. They said it might be a corrupt file, issue with Apple ID... I took it home again... but it is crashing without any apps/softwares downloaded to it, it's 'virgin! It crashes, but less frequently (for now). I have no idea what to do! Hire an expert for a deep investigation? I currently have one macbook that crashes for an unknown reason and another (just bought!!!) that may potentially crash in the future. I am frustrated to say the least.


Can anyone advise? Would attaching a copy of the crash report? 

MacBook Pro 14″, macOS 14.1

Posted on Dec 1, 2023 1:31 PM

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User profile for user: HWTech
HWTech
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User level: Level 9
75,042 points

Posted on Dec 1, 2023 3:39 PM

Run the third party app EtreCheck and post the report here so we can examine it for clues. This report will include summaries of some system logs as well. We need to be able review these reports in order to help you since it sounds like some sort of software or configuration issue especially if it is also occurring on a completely new & different Mac.


As @Grant mentions, Apple does not train their techs to read crash reports. Only the Apple system engineers normally read crash reports, but you would have to open a case with Apple support and have support escalate the case to their engineers, but they do not escalate for most users or most issues. Your best & quickest option to resolve it would be for us to review an EtreCheck report or any Kernel Panic logs which you may have (the EtreCheck will have summaries of the Kernel Panic logs).


Edit: Forgot to include the link to EtreCheck:

https://www.etrecheck.com

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User profile for user: HWTech
HWTech
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User level: Level 9
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Dec 1, 2023 3:39 PM in response to candivillalobos

Run the third party app EtreCheck and post the report here so we can examine it for clues. This report will include summaries of some system logs as well. We need to be able review these reports in order to help you since it sounds like some sort of software or configuration issue especially if it is also occurring on a completely new & different Mac.


As @Grant mentions, Apple does not train their techs to read crash reports. Only the Apple system engineers normally read crash reports, but you would have to open a case with Apple support and have support escalate the case to their engineers, but they do not escalate for most users or most issues. Your best & quickest option to resolve it would be for us to review an EtreCheck report or any Kernel Panic logs which you may have (the EtreCheck will have summaries of the Kernel Panic logs).


Edit: Forgot to include the link to EtreCheck:

https://www.etrecheck.com

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

Dec 7, 2023 5:34 AM in response to HWTech

Thank you so very much for this great tip, I ran the EtreCheck app and obtained the report below for my macbook pro (2021) which is the one crashing consistently.


EtreCheckPro version: 6.8.3 (68032)

Report generated: 2023-12-07 10:29:12

Download EtreCheckPro from https://etrecheck.com

Runtime: 1:43


Performance: Excellent


Problem: Computer is restarting


Major Issues:

    Anything that appears on this list needs immediate attention.


    Kernel panics - This system has experienced kernel panics. This could be a sign of hardware failure.


Minor Issues:

    These issues do not need immediate attention but they may indicate future problems or opportunities for improvement.


    No Time Machine backup - Time Machine backup not found.

    Limited permissions - More information may be available with Full Disk Access.


Hardware Information:

    MacBook Pro (14-inch, 2021)

        Status: Supported

    MacBook Pro Model: MacBookPro18,3

    Apple M1 Pro (m1) CPU: 8-core

    16 GB RAM - Not upgradeable

    Battery: Health = Normal - Cycle count = 691


Video Information:

    Apple M1 Pro

        Color LCD 3024 x 1964


Drives:

    disk0 - APPLE SSD AP0512R 500.28 GB (Solid State - TRIM: Yes)

    Internal Apple Fabric NVM Express

        disk0s1 [APFS Container] 524 MB

            disk1 [APFS Virtual drive] 524 MB (Shared by 4 volumes)

                disk1s1 - iSCPreboot (APFS) [APFS Preboot] (6 MB used)

                disk1s2 - xART (APFS) (6 MB used)

                disk1s3 - Hardware (APFS) (2 MB used)

                disk1s4 - Recovery (APFS) [Recovery] (20 KB used)

        disk0s2 [APFS Container] 494.38 GB

            disk3 [APFS Virtual drive] 494.38 GB (Shared by 6 volumes)

                disk3s1 - Macintosh HD - Data (APFS) [APFS Virtual drive] (4.13 GB used)

                disk3s2 - Update (APFS) (43 MB used)

                disk3s3 (APFS) [APFS Container] (9.90 GB used)

                    disk3s3s1 - Macintosh HD (APFS) [APFS Snapshot] (9.90 GB used)

                disk3s4 - Preboot (APFS) [APFS Preboot] (5.60 GB used)

                disk3s5 - Recovery (APFS) [Recovery] (886 MB used)

                disk3s6 - VM (APFS) [APFS VM] (20 KB used)

        disk0s3 [APFS Container] 5.37 GB

            disk2 [APFS Virtual drive] 5.37 GB (Shared by 2 volumes)

                disk2s1 - Recovery (APFS) [Recovery] (2.56 GB used)

                disk2s2 - Update (APFS) (3 MB used)


Mounted Volumes:

    disk1s1 - iSCPreboot [APFS Preboot]

        Filesystem: APFS

        Mount point: /System/Volumes/iSCPreboot

        Used: 6 MB

        Shared values

            Size: 524 MB

            Free: 504 MB


    disk1s2 - xART

        Filesystem: APFS

        Mount point: /System/Volumes/xarts

        Used: 6 MB

        Shared values

            Size: 524 MB

            Free: 504 MB


    disk1s3 - Hardware

        Filesystem: APFS

        Mount point: /System/Volumes/Hardware

        Used: 2 MB

        Shared values

            Size: 524 MB

            Free: 504 MB


    disk3s1 - Macintosh HD - Data [APFS Virtual drive]

        Filesystem: APFS

        Mount point: /System/Volumes/Data

        Encrypted

        Used: 4.13 GB

        Shared values

            Size: 494.38 GB

            Free: 473.67 GB

            Available: 474.49 GB


    disk3s2 - Update

        Filesystem: APFS

        Mount point: /System/Volumes/Update

        Used: 43 MB

        Shared values

            Size: 494.38 GB

            Free: 473.67 GB

            Available: 474.49 GB


    disk3s3s1 - Macintosh HD [APFS Snapshot]

        Filesystem: APFS

        Mount point: /

        Read-only: Yes

        Used: 9.90 GB

        Shared values

            Size: 494.38 GB

            Free: 473.67 GB

            Available: 474.49 GB


    disk3s4 - Preboot [APFS Preboot]

        Filesystem: APFS

        Mount point: /System/Volumes/Preboot

        Used: 5.60 GB

        Shared values

            Size: 494.38 GB

            Free: 473.67 GB

            Available: 474.49 GB


    disk3s6 - VM [APFS VM]

        Filesystem: APFS

        Mount point: /System/Volumes/VM

        Used: 20 KB

        Shared values

            Size: 494.38 GB

            Free: 473.67 GB

            Available: 474.49 GB


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User profile for user: Grant Bennet-Alder
Grant Bennet-Alder
User level: Level 10
144,987 points

Dec 7, 2023 8:41 AM in response to candivillalobos

You have an SSD drive issue on your Mac

Your kernel panics were caused by a hardware issue, with ANS2 devices:


" ANS2 Apple NAND Storage v2."


To get resolution, you need to contact Apple telephone support, and let them know about this discussion. Apple support can read what you have posted here if you give them a hint about where it is, but they do NOT take our conclusions for granted. They have their own more rigorous processes. You should work with them, and ask for a specialist to read your panic reports (or in this case, the digest of panic reports at the end of your Etrecheck report.)


They may ask you to send or post the ENTIRE panic report, or even several entire panic reports.


--------

What you want is (if they agree you have a Hardware issue), for them to DIRECT an Apple store or Apple Authorized Service Provider to replace the mainboard in your Mac (which replaces the drive at the same time.)


NB>> Your FILES will NOT be returned with the repaired Mac. if you do not have backup copies, they will be lost.




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

Dec 7, 2023 5:52 AM in response to candivillalobos

(cont.)


Network:

    Interface en4: Ethernet Adapter (en4)

    Interface en5: Ethernet Adapter (en5)

    Interface en6: Ethernet Adapter (en6)

    Interface bridge0: Thunderbolt Bridge

    Interface en0: Wi-Fi

        802.11 a/b/g/n/ac/ax


System Software:

    macOS Sonoma 14.1.1 (23B81)

    Time since boot: Less than an hour


Security:

    Gatekeeper: App Store and identified developers

    System Integrity Protection: Enabled


    Antivirus software: Apple


Applications:

    520 apps

    3 x86-only apps

    2 unsigned apps


System Launch Daemons:

    [Not Loaded] 44 Apple tasks

    [Loaded] 201 Apple tasks

    [Running] 154 Apple tasks

    [Other] One Apple task


System Launch Agents:

    [Not Loaded] 22 Apple tasks

    [Loaded] 251 Apple tasks

    [Running] 148 Apple tasks


App Extensions:

    QuickLook Previews:

        EtreCheckQuickLook - ~/Downloads/EtreCheckPro.app

            com.etresoft.etrecheck4 *.etrecheck


Backup:

    Time Machine Not Configured!


Performance:

    System Load: 23.04 (1 min ago) 10.02 (5 min ago) 4.00 (15 min ago)

    Nominal I/O usage: 0.07 MB/s

    File system: 7.51 seconds

    Write speed: 5076 MB/s

    Read speed: 4782 MB/s

CPU Usage Snapshot:

    Type Overall

    System: 2 %

    User: 3 %

    Idle: 95 %


Top Processes Snapshot by CPU:

    Process (count) CPU (Source - Location)

    EtreCheckPro 17.66 % (Etresoft, Inc.)

    WindowServer 11.48 % (Apple)

    kernel_task 3.43 % (Apple)

    opendirectoryd 1.76 % (Apple)

    ps (5) 1.30 % (Apple)


Top Processes Snapshot by Memory:

    Process (count) RAM usage (Source - Location)

    EtreCheckPro 1.12 GB (Etresoft, Inc.)

    com.apple.WebKit.WebContent (5) 726 MB (Apple)

    Safari 179 MB (Apple)

    MTLCompilerService (9) 142 MB (Apple)

    com.apple.appkit.xpc.openAndSavePanelService (2) 131 MB (Apple)


Top Processes Snapshot by Network Use:

    Process Input / Output (Source - Location)

    com.apple.WebKit.Networking 18 MB / 206 KB (Apple)

    CategoriesService 100 KB / 12 KB (Apple)

    com.apple.Safari.SearchHelper 31 KB / 13 KB (Apple)

    trustd 28 KB / 8 KB (Apple)

    parsecd 27 KB / 8 KB (Apple)


Top Processes Snapshot by Energy Use:

    Process (count) Energy (0-100) (Source - Location)

    spindump 16 (Apple)

    WindowServer 5 (Apple)

    softwareupdated 3 (Apple)

    trustd (6) 1 (Apple)

    opendirectoryd 1 (Apple)


Virtual Memory Information:

    Physical RAM: 16 GB


    Free RAM: 6.10 GB

    Used RAM: 5.85 GB

    Cached files: 4.05 GB


    Available RAM: 10.15 GB

    Swap Used: 0 B


Software Installs (past 60 days):

    Install Date Name (Version)

    2023-12-01 macOS 14.1.1 (14.1.1)

    2023-12-01 XProtectPlistConfigData (2175)

    2023-12-01 MRTConfigData (1.93)

    2023-12-01 XProtectPayloads (118)


Diagnostics Information (past 7-30 days):

    2023-12-02 20:40:12 Kernel Panic (4 times)

        Details:

            panic(cpu 2 caller 0xfffffe002f4b1fdc): ANS2 Recoverable Panic - asser

            t failed: [14533]:apcie0[0]: 4\/4 links are down linksts=0xa9000200 pc

            ielint=0x00005000, ltssm=0x00(DETECT_QUIET) - Null(4)

            Panicked task 0xfffffe200017abe8: 0 pages, 509 threads: pid 0: kernel_

            task


    2023-12-02 19:31:55 Kernel Panic (4 times)

        Details:

            panic(cpu 0 caller 0xfffffe001caf5fdc): ANS2 Recoverable Panic - asser

            t failed: [11194]:MSP 0 asserted: assert 14838, args: 5 134807552 1348

            07552!!!! - Timer(14)

            Panicked task 0xfffffe2000a534a8: 0 pages, 509 threads: pid 0: kernel_

            task


    2023-12-01 17:59:57 Kernel Panic

        Details:

            panic(cpu 1 caller 0xfffffe002983dfdc): ANS2 Recoverable Panic - asser

            t failed: [14510]:apcie0[0]: Unexpected link down linksts=0xa9000200 p

            cielint=0x00005000, ltssm=0x00(DETECT_QUIET) - Null(4)

            Panicked task 0xfffffe20a0c31e18: 0 pages, 519 threads: pid 0: kernel_

            task



End of report

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User profile for user: Grant Bennet-Alder
Grant Bennet-Alder
User level: Level 10
144,987 points

Dec 7, 2023 8:37 AM in response to Grant Bennet-Alder

Kernel Panic Reports are stored in the Folder at:

/Library/Logs/DiagnosticReports


If you copy and paste that string into:

Finder > Go menu > Go to Folder


it will take you to the Folder where those reports are stored.


Kernel panic reports are named with Date&Time and start or end in ‘panic’

If you find one, please post the entire report here, by using the “additional text” Icon in the reply footer (looks like a paper with writing).


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User profile for user: Grant Bennet-Alder
Grant Bennet-Alder
User level: Level 10
144,987 points

Dec 1, 2023 2:11 PM in response to candivillalobos

<<. they said they could not identify the issue with crash report (more than one technician said so). >>


you asked more than one technician, all of whom are NOT TRAINED to read those reports, and they could not come up with the results. ¿and you find that surprising how?


Readers here have very diverse backgrounds. Many eyes can sometime spot a problem.


Please post a report.

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User profile for user: Grant Bennet-Alder
Grant Bennet-Alder
User level: Level 10
144,987 points

Dec 7, 2023 7:21 AM in response to candivillalobos

It is unusual to see Open Directory these days, as Apple has pretty much abandoned their server software that used it.


You have drives like xART that suggest adobe software was active at some point.


You do not have any settings for a Time machine backup or any other external backup drive, so if you must submit your Mac for service, all your files will be lost.


I don't see any known Bad Actors present, so your kernel panics are likely hardware related.

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Apple doesn't know what's wrong with my Macbook Pro

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