New iMac-- "Your computer restarted because of a problem"

Question

New iMac-- "Your computer restarted because of a problem"

I got a high spec new iMac. 32GB, i7 chip, 512GB SSD drive. One of the most expensive kits I can buy from Apple today.

Have installed the usual: Chrome, Little Snitch, Adobe stuff, MS Office, Skype, Spotify, VLC.

Less than a week old. Every time I come back from work I expect my iMac to be "sleep"ing, and I want to wake it up. I see the message "Your computer restarted because of a problem".

When I get into the desktop, there's a problem reporting. One of them had this arcane text, included below.

What's up? How can such a high spec computer have such a basic problem?

Thanks for any tips.

Anonymous UUID: 422F51E2-FE8B-6795-A833-4B2A281AE574

Wed Jan 22 18:44:58 2014

panic(cpu 4 caller 0xffffff801f0dc19e): Kernel trap at 0xffffff801f04b59b, type 13=general protection, registers:

CR0: 0x000000008001003b, CR2: 0x0000000026f20010, CR3: 0x0000000021c91000, CR4: 0x00000000001606e0

RAX: 0xffffff839ccfe068, RBX: 0xffffff83a2e08068, RCX: 0xff7fff805fd24020, RDX: 0x00006ec25f5cc4f7

RSP: 0xffffff83add73e60, RBP: 0xffffff83add73e60, RSI: 0xffffff839ccfe068, RDI: 0xffffff80618cfa90

R8: 0xffffff8062786c00, R9: 0x0000000000000000, R10: 0xffffff83add70000, R11: 0xffffff801f689c00

R12: 0x0000000000000001, R13: 0xffffff80618cfad0, R14: 0xffffff80618cfa90, R15: 0xffffff839ccfe068

RFL: 0x0000000000010097, RIP: 0xffffff801f04b59b, CS: 0x0000000000000008, SS: 0x0000000000000010

Fault CR2: 0x0000000026f20010, Error code: 0x0000000000000000, Fault CPU: 0x4

Backtrace (CPU 4), Frame : Return Address

0xffffff83a2d6ddf0 : 0xffffff801f022f69

0xffffff83a2d6de70 : 0xffffff801f0dc19e

0xffffff83a2d6e040 : 0xffffff801f0f3606

0xffffff83a2d6e060 : 0xffffff801f04b59b

0xffffff83add73e60 : 0xffffff801f04c38f

0xffffff83add73eb0 : 0xffffff801f0cf490

0xffffff83add73ee0 : 0xffffff801f0f3ff2

0xffffff83add73f30 : 0xffffff801f0dda5c

0xffffff83add73f50 : 0xffffff801f03757a

0xffffff83add73f90 : 0xffffff801f0378c8

0xffffff83add73fb0 : 0xffffff801f0d6aa7

BSD process name corresponding to current thread: kernel_task

Mac OS version:

13B42

Kernel version:

Darwin Kernel Version 13.0.0: Thu Sep 19 22:22:27 PDT 2013; root:xnu-2422.1.72~6/RELEASE_X86_64

Kernel UUID: 1D9369E3-D0A5-31B6-8D16-BFFBBB390393

Kernel slide: 0x000000001ee00000

Kernel text base: 0xffffff801f000000

System model name: iMac14,2 (Mac-27ADBB7B4CEE8E61)

System uptime in nanoseconds: 121761017753269

last loaded kext at 51846062866042: com.apple.nke.l2tp 1.9 (addr 0xffffff7fa15f8000, size 32768)

last unloaded kext at 327872750649: com.apple.driver.AppleFileSystemDriver 3.0.1 (addr 0xffffff7fa1502000, size 8192)

loaded kexts:

at.obdev.nke.LittleSnitch 4052

com.apple.nke.l2tp 1.9

com.apple.iokit.SCSITaskUserClient 3.6.0

com.apple.driver.AppleBluetoothMultitouch 80.14

com.apple.driver.AudioAUUC 1.60

com.apple.driver.AppleHWSensor 1.9.5d0

com.apple.filesystems.autofs 3.0

com.apple.iokit.IOBluetoothSerialManager 4.2.0f6

com.apple.driver.AGPM 100.14.11

com.apple.driver.ApplePlatformEnabler 2.0.9d1

com.apple.driver.X86PlatformShim 1.0.0

com.apple.driver.AppleMikeyHIDDriver 124

com.apple.driver.AppleHDA 2.5.3fc1

com.apple.iokit.IOUserEthernet 1.0.0d1

com.apple.driver.AppleUpstreamUserClient 3.5.13

com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport 4.2.0f6

com.apple.driver.AppleMikeyDriver 2.5.3fc1

com.apple.driver.AppleThunderboltIP 1.0.10

com.apple.GeForce 8.1.8

com.apple.Dont_Steal_Mac_OS_X 7.0.0

com.apple.driver.AppleBacklight 170.3.5

com.apple.driver.AppleIntelHD5000Graphics 8.1.8

com.apple.driver.AppleSMCLMU 2.0.4d1

com.apple.driver.AppleHWAccess 1

com.apple.driver.AppleLPC 1.7.0

com.apple.driver.AppleMCCSControl 1.1.12

com.apple.driver.AppleIntelFramebufferAzul 8.1.8

com.apple.AppleFSCompression.AppleFSCompressionTypeDataless 1.0.0d1

com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0d1

com.apple.BootCache 35

com.apple.driver.AppleUSBHub 650.4.4

com.apple.driver.XsanFilter 404

com.apple.iokit.IOAHCIBlockStorage 2.4.0

com.apple.driver.AppleSDXC 1.4.0

com.apple.iokit.AppleBCM5701Ethernet 3.6.9b9

com.apple.driver.AirPort.Brcm4360 800.21.45

com.apple.driver.AppleAHCIPort 2.9.5

com.apple.driver.AppleUSBXHCI 650.4.3

com.apple.driver.AppleACPIButtons 2.0

com.apple.driver.AppleRTC 2.0

com.apple.driver.AppleHPET 1.8

com.apple.driver.AppleSMBIOS 2.0

com.apple.driver.AppleACPIEC 2.0

com.apple.driver.AppleAPIC 1.7

com.apple.nke.applicationfirewall 153

com.apple.security.quarantine 3

com.apple.nke.ppp 1.9

com.apple.driver.CoreStorage 380

com.apple.iokit.IOSCSIBlockCommandsDevice 3.6.0

com.apple.iokit.IOUSBMassStorageClass 3.6.0

com.apple.driver.AppleBluetoothHIDKeyboard 170.15

com.apple.driver.AppleHIDKeyboard 170.15

com.apple.driver.IOBluetoothHIDDriver 4.2.0f6

com.apple.driver.AppleMultitouchDriver 245.13

com.apple.kext.triggers 1.0

com.apple.iokit.IOSCSIArchitectureModelFamily 3.6.0

com.apple.iokit.IOSerialFamily 10.0.7

com.apple.driver.DspFuncLib 2.5.3fc1

com.apple.vecLib.kext 1.0.0

com.apple.iokit.IOAudioFamily 1.9.4fc11

com.apple.kext.OSvKernDSPLib 1.14

com.apple.iokit.IOBluetoothHostControllerUSBTransport 4.2.0f6

com.apple.iokit.IOAcceleratorFamily 98.7.1

com.apple.nvidia.driver.NVDAGK100Hal 8.1.8

com.apple.nvidia.driver.NVDAResman 8.1.8

com.apple.iokit.IOBluetoothFamily 4.2.0f6

com.apple.driver.AppleBacklightExpert 1.0.4

com.apple.iokit.IOSurface 91

com.apple.driver.AppleHDAController 2.5.3fc1

com.apple.iokit.IOHDAFamily 2.5.3fc1

com.apple.driver.AppleSMBusPCI 1.0.12d1

com.apple.driver.X86PlatformPlugin 1.0.0

com.apple.driver.AppleSMC 3.1.6d1

com.apple.driver.IOPlatformPluginFamily 5.5.1d27

com.apple.driver.AppleThunderboltEDMSink 1.2.1

com.apple.driver.AppleSMBusController 1.0.11d1

com.apple.iokit.IONDRVSupport 2.3.6

com.apple.iokit.IOAcceleratorFamily2 98.7.1

com.apple.AppleGraphicsDeviceControl 3.4.12

com.apple.iokit.IOGraphicsFamily 2.3.6

com.apple.driver.AppleUSBMergeNub 650.4.0

com.apple.driver.AppleUSBComposite 650.4.0

com.apple.driver.AppleThunderboltDPOutAdapter 2.5.0

com.apple.driver.AppleThunderboltDPInAdapter 2.5.0

com.apple.driver.AppleThunderboltDPAdapterFamily 2.5.0

com.apple.driver.AppleThunderboltPCIDownAdapter 1.4.0

com.apple.iokit.IOUSBUserClient 650.4.4

com.apple.driver.AppleThunderboltNHI 1.9.2

com.apple.iokit.IOThunderboltFamily 2.8.5

com.apple.iokit.IOEthernetAVBController 1.0.3b3

com.apple.iokit.IO80211Family 600.34

com.apple.driver.mDNSOffloadUserClient 1.0.1b4

com.apple.iokit.IONetworkingFamily 3.2

com.apple.iokit.IOAHCIFamily 2.6.0

com.apple.iokit.IOUSBFamily 650.4.4

com.apple.driver.AppleEFINVRAM 2.0

com.apple.driver.AppleEFIRuntime 2.0

com.apple.iokit.IOHIDFamily 2.0.0

com.apple.iokit.IOSMBusFamily 1.1

com.apple.security.sandbox 278.10

com.apple.kext.AppleMatch 1.0.0d1

com.apple.security.TMSafetyNet 7

com.apple.driver.AppleKeyStore 2

com.apple.driver.DiskImages 371.1

com.apple.iokit.IOStorageFamily 1.9

com.apple.iokit.IOReportFamily 21

com.apple.driver.AppleFDEKeyStore 28.30

com.apple.driver.AppleACPIPlatform 2.0

com.apple.iokit.IOPCIFamily 2.8

com.apple.iokit.IOACPIFamily 1.4

com.apple.kec.corecrypto 1.0

com.apple.kec.pthread 1

Posted on Jan 22, 2014 5:35 AM

Reply

Answer 1

Best reply

SeaPapp

Level 7

26,486 points

Jan 22, 2014 7:38 AM in response to Nearly-Normal

Uninstall Little Snitch per the developers instructions and test.

Reply

Answer 2

Jan 23, 2014 9:02 AM in response to SeaPapp

Thank you. I did that. Then restarted, just to be sure (and LN required it). Today it crashed again. I "sent" the report to Apple, but forgot to copy-paste. Any ideas if that's stored somewhere so I can share it here?

Thanks

Reply

Answer 3

SeaPapp

Level 7

26,486 points

Jan 23, 2014 9:38 AM in response to Nearly-Normal

http://support.apple.com/kb/HT2546?viewlocale=en_US

Reply

Answer 4

SeaPapp

Level 7

26,486 points

Jan 23, 2014 9:40 AM in response to Nearly-Normal

It's possible that there is a memory or other hardware problem. At the end of the report should be a hardware profile, please be sure to include that so we can get an idea what you're working with.

If it's nit there please download and run EtreCheck and post it's result here http://www.etresoft.com/etrecheck

Reply

Answer 5

Jan 23, 2014 4:11 PM in response to SeaPapp

Thank you. This is what EtreCheck shows me...

Hardware Information:

iMac (27-inch, Late 2013)

iMac - model: iMac14,2

1 3.5 GHz Intel Core i7 CPU: 4 cores

32 GB RAM

Video Information:

NVIDIA GeForce GTX 780M - VRAM: 4096 MB

System Software:

OS X 10.9.1 (13B42) - Uptime: 0 days 8:37:25

Disk Information:

APPLE SSD SM0512F disk0 : (500.28 GB)

EFI (disk0s1) <not mounted>: 209.7 MB

Macintosh HD (disk0s2) /: 499.42 GB (454.49 GB free)

Recovery HD (disk0s3) <not mounted>: 650 MB

USB Information:

Western Digital My Passport 0748 2 TB

EFI (disk1s1) <not mounted>: 209.7 MB

disk1s2 (disk1s2) <not mounted>: 2 TB

Boot OS X (disk1s3) <not mounted>: 134.2 MB

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Apple Inc. FaceTime HD Camera (Built-in)

FireWire Information:

Thunderbolt Information:

Apple Inc. thunderbolt_bus

Kernel Extensions:

Problem System Launch Daemons:

Problem System Launch Agents:

Launch Daemons:

[System] com.freemacsoft.appcleanerd.plist 3rd-Party support link

[System] com.microsoft.office.licensing.helper.plist 3rd-Party support link

[System] com.teamviewer.teamviewer_service.plist 3rd-Party support link

Launch Agents:

[System] com.adobe.AAM.Updater-1.0.plist 3rd-Party support link

[System] com.adobe.AdobeCreativeCloud.plist 3rd-Party support link

[System] com.teamviewer.teamviewer.plist 3rd-Party support link

[System] com.teamviewer.teamviewer_desktop.plist 3rd-Party support link

User Launch Agents:

[not loaded] com.adobe.AAM.Updater-1.0.plist 3rd-Party support link

[not loaded] com.adobe.ARM.[...].plist 3rd-Party support link

[not loaded] com.google.keystone.agent.plist 3rd-Party support link

User Login Items:

iTunesHelper

MainMenu Pro

AppCleaner Helper

Stickies

Internet Plug-ins:

AdobeExManDetect: Version: AdobeExManDetect 1.1.0.0 - SDK 10.7 3rd-Party support link

AdobeAAMDetect: Version: AdobeAAMDetect 2.0.0.0 - SDK 10.7 3rd-Party support link

QuickTime Plugin: Version: 7.7.3

AdobePDFViewerNPAPI: Version: 11.0.06 - SDK 10.6 3rd-Party support link

AdobePDFViewer: Version: 11.0.06 - SDK 10.6 3rd-Party support link

Default Browser: Version: 537 - SDK 10.9

SharePointBrowserPlugin: Version: 14.3.9 - SDK 10.6 3rd-Party support link

MeetingJoinPlugin: Version: (null) - SDK 10.6 3rd-Party support link

Audio Plug-ins:

BluetoothAudioPlugIn: Version: 1.0 - SDK 10.9

AirPlay: Version: 1.9 - SDK 10.9

AppleAVBAudio: Version: 2.0.0 - SDK 10.9

iSightAudio: Version: 7.7.3 - SDK 10.9

3rd Party Preference Panes:

RCDefaultApp

Bad Fonts:

None

Old Applications:

/Library/Application Support/Microsoft/MERP2.0

Microsoft Error Reporting: Version: 2.2.9 - SDK 10.4 3rd-Party support link

Microsoft Ship Asserts: Version: 1.1.4 - SDK 10.4 3rd-Party support link

Solver: Version: 1.0 - SDK 10.5 3rd-Party support link

/Applications/Microsoft Office 2011/Office/Add-Ins/Solver.app

/Applications/Microsoft Office 2011/Office

Open XML for Excel: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Office Setup Assistant: Version: 14.3.0 - SDK 10.5 3rd-Party support link

Microsoft Alerts Daemon: Version: 14.3.9 - SDK 10.5 3rd-Party support link

SyncServicesAgent: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Database Daemon: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Graph: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Database Utility: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Office Reminders: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Upload Center: Version: 14.3.9 - SDK 10.5 3rd-Party support link

My Day: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Chart Converter: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Clip Gallery: Version: 14.3.9 - SDK 10.5 3rd-Party support link

/Applications/Microsoft Office 2011

Microsoft Word: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft PowerPoint: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Excel: Version: 14.3.9 - SDK 10.5 3rd-Party support link

Microsoft Language Register: Version: 14.3.9 - SDK 10.5 3rd-Party support link

/Applications/Microsoft Office 2011/Additional Tools/Microsoft Language Register/Microsoft Language Register.app

Microsoft AutoUpdate: Version: 2.3.6 - SDK 10.4 3rd-Party support link

/Library/Application Support/Microsoft/MAU2.0/Microsoft AutoUpdate.app

Alien Skin Settings Router: Version: 2.0.0.13 23716 - SDK 10.5 3rd-Party support link

/Library/Application Support/Alien Skin/Alien Skin Settings Router.app

Time Machine:

Time Machine not configured!

Top Processes by CPU:

32% Google Drive

2% bluetoothaudiod

2% ScreensharingAgent

2% WindowServer

2% EtreCheck

Top Processes by Memory:

1.63 GB Google Drive

360 MB firefox

262 MB mds_stores

197 MB Google Chrome

164 MB WindowServer

Virtual Memory Information:

22.26 GB Free RAM

5.64 GB Active RAM

2.30 GB Inactive RAM

1.80 GB Wired RAM

4.28 GB Page-ins

0 B Page-outs

Reply

Answer 6

SeaPapp

Level 7

26,486 points

Jan 23, 2014 4:47 PM in response to Nearly-Normal

Several likely suspects, you're going to have to do some trial and error process of elimination.

1. Is your 32gb of ram from Apple or did you upgrade it yourself?

2. I trust nothing Google. Is googleDrive always eating up that much of your system resources? You might disable that for awhile to test.

3. Your western Digital external hard drive should be disconnected to test.

4. Teamviewer - is this something you NEED? Might be worth disabling to test.

Final thought, you have a one week old Mac. It's under warranty, maybe you should just haul it to the nearest Genius Bar and let them try to figure it out.

Reply

Answer 7

Jan 23, 2014 5:10 PM in response to SeaPapp

All hardware is from Apple.

All that software is vital for my needs. It works on all other Macs, much lower spec than this iMac for which I paid > 4,200 USD. None of that software has any issues on my MBP 2009, MBA 2013. Only on this very expensive iMac is it an issue.

Will call Apple. Thanks for the pointers here. This is acutely disappointing. I miss Steve Jobs' days of tight quality control.

Reply

Answer 8

SeaPapp

Level 7

26,486 points

Jan 23, 2014 5:49 PM in response to Nearly-Normal

There seem to be a lot of problems with late 2013 iMacs running 32gb of ram. Maybe after you deal with Apple you can report back and tell us what they say. Good luck and sorry I couldn't be any help.

Reply

Answer 9

SeaPapp

Level 7

26,486 points

Jan 23, 2014 5:51 PM in response to Nearly-Normal

If you do end up taking it on to Apple take that external drive with you. WD drive enclosures can be pretty flaky sometimes.

Reply