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User profile for user: BigJoeCool
BigJoeCool Author
User level: Level 1
0 points

Macbook Pro randomly restarting since installing Mavericks

Hi guys,


I've got a mid-2010 Macbook Pro. Since I installed Mavericks, about 6 months ago, it's started restarting at random (it just goes black and then goes through the reboot cycle. Sometimes it can happen a few times in the same hour - sometimes once a week. It doesn't seem related to what programs I have open or how hot it is running. It often happens a few minutes after the machine has awoken from sleep, but this isn't always the case.


I was convinced that this was due to the faulty nVidia chip which was included in some mid-2010 MBPs so I took it to the Apple genius bar and showed them this KB article: http://support.apple.com/kb/TS4088 (having first done a clean install of OSX).


They ran "VST (Video System Test) 1.0.3v5 for Macbook Pro (15-inch, mid-2010)" and it passed. They then took the laptop into the back room and "ran some more hardware tests", all of which passed too.


I bought the machine back to my house and started reinstalling software. About 10 minutes ago it restarted itself again (with the same GPU panic message and GPUPanic.cpp:127 line). The only difference between this restart and those before I reinstalled Mavericks is that the previous restarts would be proceeded by a "your computer needs to restart because of a problem" whereas just now no message was displayed until the computer fully rebooted, and then a "your computer was rebooted because of an issue" message was displayed.


I've only installed a few pieces of software, and nothing that I thought would mess with the graphics drivers.


Could anyone please take a look at my logs and see if anything looks amiss? The genius has stressed that it cannot be hardware related so hopefully somebody will spot something.


The only other thing perhaps worth mentioning is that I have 3rd party RAM and a 3rd party SSD harddrive in there. Could either of these be responsible?


Thanks,


Joe



Anonymous UUID: 112D7FC7-B91E-2EB6-6443-E61C57788FB0



Sun Mar 9 20:14:08 2014

panic(cpu 1 caller 0xffffff7f8c3a7fb0): "GPU Panic: [<None>] 3 3 7f 0 0 0 0 3 : NVRM[0/1:0:0]: Read Error 0x00610210: CFG 0xffffffff 0xffffffff 0xffffffff, BAR0 0xd2000000 0xffffff80fc06d000 0x0a5480a2, D0, P2/4\n"@/SourceCache/AppleGraphicsControl/AppleGraphicsControl-3.4.35/src/Apple MuxControl/kext/GPUPanic.cpp:127

Backtrace (CPU 1), Frame : Return Address

0xffffff80fbc230b0 : 0xffffff800a022fa9

0xffffff80fbc23130 : 0xffffff7f8c3a7fb0

0xffffff80fbc23200 : 0xffffff7f8aa22eab

0xffffff80fbc232c0 : 0xffffff7f8aaec49a

0xffffff80fbc23300 : 0xffffff7f8aca40e5

0xffffff80fbc23330 : 0xffffff7f8aca4e10

0xffffff80fbc23370 : 0xffffff7f8a9ffaa0

0xffffff80fbc23490 : 0xffffff7f8aa0047c

0xffffff80fbc23520 : 0xffffff7f8a9fd83b

0xffffff80fbc23560 : 0xffffff7f8a9fd7ab

0xffffff80fbc23600 : 0xffffff7f8aa27506

0xffffff80fbc23800 : 0xffffff7f8aa28386

0xffffff80fbc238e0 : 0xffffff7f8b9aa9c2

0xffffff80fbc23920 : 0xffffff7f8b9ba37f

0xffffff80fbc23940 : 0xffffff7f8b9e833b

0xffffff80fbc23980 : 0xffffff7f8b9e839b

0xffffff80fbc239c0 : 0xffffff7f8b9bfe15

0xffffff80fbc23a10 : 0xffffff7f8b98bb5e

0xffffff80fbc23aa0 : 0xffffff7f8b987ae7

0xffffff80fbc23ad0 : 0xffffff7f8b985636

0xffffff80fbc23b00 : 0xffffff800a4cbe03

0xffffff80fbc23b90 : 0xffffff800a4cdcff

0xffffff80fbc23bf0 : 0xffffff800a4cb81f

0xffffff80fbc23d40 : 0xffffff800a0b6558

0xffffff80fbc23e50 : 0xffffff800a026bf1

0xffffff80fbc23e80 : 0xffffff800a0139f5

0xffffff80fbc23ef0 : 0xffffff800a01e043

0xffffff80fbc23f70 : 0xffffff800a0c976d

0xffffff80fbc23fb0 : 0xffffff800a0f3b46

Kernel Extensions in backtrace:

com.apple.driver.AppleMuxControl(3.4.35)[1BFF66C1-65E4-3BB3-9DEE-B61C3137019B]@ 0xffffff7f8c39a000->0xffffff7f8c3acfff

dependency: com.apple.driver.AppleGraphicsControl(3.4.35)[09897896-ACBD-36B5-B1D4-0CCC4000E 3B3]@0xffffff7f8c392000

dependency: com.apple.iokit.IOACPIFamily(1.4)[045D5D6F-AD1E-36DB-A249-A346E2B48E54]@0xfffff f7f8a928000

dependency: com.apple.iokit.IOPCIFamily(2.9)[EDA75271-4E9D-34E7-A2C5-14F0C8817D37]@0xffffff 7f8a6bb000

dependency: com.apple.iokit.IOGraphicsFamily(2.4.1)[4421462D-2B1F-3540-8EEA-9DFCB0565E39]@0 xffffff7f8a980000

dependency: com.apple.driver.AppleBacklightExpert(1.0.4)[E04639C5-D734-3AB3-A682-FE66694C66 53]@0xffffff7f8c395000

com.apple.nvidia.classic.NVDAResmanTesla(8.2.4)[80472F2E-D31D-32C4-88BA-2EB3D63 C159F]@0xffffff7f8a9d3000->0xffffff7f8ac3bfff

dependency: com.apple.iokit.IOPCIFamily(2.9)[EDA75271-4E9D-34E7-A2C5-14F0C8817D37]@0xffffff 7f8a6bb000

dependency: com.apple.iokit.IONDRVSupport(2.4.1)[999E29DA-D513-3544-89D1-9885B728A098]@0xff ffff7f8a9c3000

dependency: com.apple.iokit.IOGraphicsFamily(2.4.1)[4421462D-2B1F-3540-8EEA-9DFCB0565E39]@0 xffffff7f8a980000

com.apple.nvidia.classic.NVDANV50HalTesla(8.2.4)[B0E6AAA7-E970-3D81-8B43-145D56 A3A4AC]@0xffffff7f8ac46000->0xffffff7f8aeeffff

dependency: com.apple.nvidia.classic.NVDAResmanTesla(8.2.4)[80472F2E-D31D-32C4-88BA-2EB3D63 C159F]@0xffffff7f8a9d3000

dependency: com.apple.iokit.IOPCIFamily(2.9)[EDA75271-4E9D-34E7-A2C5-14F0C8817D37]@0xffffff 7f8a6bb000

com.apple.GeForceTesla(8.2.4)[B6C71E9A-E304-354B-80AD-C69C9032D367]@0xffffff7f8 b96a000->0xffffff7f8ba34fff

dependency: com.apple.iokit.IOPCIFamily(2.9)[EDA75271-4E9D-34E7-A2C5-14F0C8817D37]@0xffffff 7f8a6bb000

dependency: com.apple.iokit.IONDRVSupport(2.4.1)[999E29DA-D513-3544-89D1-9885B728A098]@0xff ffff7f8a9c3000

dependency: com.apple.iokit.IOGraphicsFamily(2.4.1)[4421462D-2B1F-3540-8EEA-9DFCB0565E39]@0 xffffff7f8a980000

dependency: com.apple.nvidia.classic.NVDAResmanTesla(8.2.4)[80472F2E-D31D-32C4-88BA-2EB3D63 C159F]@0xffffff7f8a9d3000



BSD process name corresponding to current thread: WindowServer



Mac OS version:

13C64



Kernel version:

Darwin Kernel Version 13.1.0: Thu Jan 16 19:40:37 PST 2014; root:xnu-2422.90.20~2/RELEASE_X86_64

Kernel UUID: 9FEA8EDC-B629-3ED2-A1A3-6521A1885953

Kernel slide: 0x0000000009e00000

Kernel text base: 0xffffff800a000000

System model name: MacBookPro6,2 (Mac-F22586C8)



System uptime in nanoseconds: 11037347284434

last loaded kext at 10348497566362: com.apple.driver.AppleIntelMCEReporter 104 (addr 0xffffff7f8c4f6000, size 49152)

last unloaded kext at 10463845022096: com.apple.driver.AppleIntelMCEReporter 104 (addr 0xffffff7f8c4f6000, size 32768)

loaded kexts:

com.apple.filesystems.smbfs 2.0.1

com.apple.driver.AppleHWSensor 1.9.5d0

com.apple.filesystems.autofs 3.0

com.apple.iokit.IOBluetoothSerialManager 4.2.3f10

com.apple.driver.AudioAUUC 1.60

com.apple.driver.AGPM 100.14.15

com.apple.driver.AppleMikeyHIDDriver 124

com.apple.driver.AppleMikeyDriver 2.6.0f1

com.apple.iokit.IOUserEthernet 1.0.0d1

com.apple.driver.AppleHDA 2.6.0f1

com.apple.driver.AppleUpstreamUserClient 3.5.13

com.apple.Dont_Steal_Mac_OS_X 7.0.0

com.apple.driver.AppleIntelHDGraphics 8.2.4

com.apple.driver.AppleHWAccess 1

com.apple.GeForceTesla 8.2.4

com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport 4.2.3f10

com.apple.driver.AppleSMCLMU 2.0.4d1

com.apple.driver.AppleMuxControl 3.4.35

com.apple.driver.AppleLPC 1.7.0

com.apple.driver.AppleMCCSControl 1.1.12

com.apple.driver.AppleIntelHDGraphicsFB 8.2.4

com.apple.driver.AppleSMCPDRC 1.0.0

com.apple.driver.ACPI_SMC_PlatformPlugin 1.0.0

com.apple.driver.SMCMotionSensor 3.0.4d1

com.apple.driver.AppleUSBTCButtons 240.2

com.apple.driver.AppleUSBCardReader 3.4.1

com.apple.driver.AppleUSBTCKeyboard 240.2

com.apple.driver.AppleIRController 325.7

com.apple.AppleFSCompression.AppleFSCompressionTypeDataless 1.0.0d1

com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0d1

com.apple.BootCache 35

com.apple.iokit.SCSITaskUserClient 3.6.6

com.apple.driver.XsanFilter 404

com.apple.iokit.IOAHCIBlockStorage 2.5.1

com.apple.driver.AppleUSBHub 666.4.0

com.apple.driver.AirPort.Brcm4331 700.20.22

com.apple.iokit.AppleBCM5701Ethernet 3.8.1b2

com.apple.driver.AppleAHCIPort 3.0.0

com.apple.driver.AppleFWOHCI 4.9.9

com.apple.driver.AppleUSBEHCI 660.4.0

com.apple.driver.AppleSmartBatteryManager 161.0.0

com.apple.driver.AppleACPIButtons 2.0

com.apple.driver.AppleRTC 2.0

com.apple.driver.AppleHPET 1.8

com.apple.driver.AppleSMBIOS 2.1

com.apple.driver.AppleACPIEC 2.0

com.apple.driver.AppleAPIC 1.7

com.apple.driver.AppleIntelCPUPowerManagementClient 216.0.0

com.apple.nke.applicationfirewall 153

com.apple.security.quarantine 3

com.apple.driver.AppleIntelCPUPowerManagement 216.0.0

com.apple.kext.triggers 1.0

com.apple.iokit.IOSerialFamily 10.0.7

com.apple.AppleGraphicsDeviceControl 3.4.35

com.apple.driver.DspFuncLib 2.6.0f1

com.apple.vecLib.kext 1.0.0

com.apple.iokit.IOAudioFamily 1.9.5fc2

com.apple.kext.OSvKernDSPLib 1.14

com.apple.iokit.IOSurface 91

com.apple.iokit.IOBluetoothFamily 4.2.3f10

com.apple.nvidia.classic.NVDANV50HalTesla 8.2.4

com.apple.nvidia.classic.NVDAResmanTesla 8.2.4

com.apple.iokit.IOBluetoothHostControllerUSBTransport 4.2.3f10

com.apple.driver.AppleHDAController 2.6.0f1

com.apple.iokit.IOHDAFamily 2.6.0f1

com.apple.driver.AppleBacklightExpert 1.0.4

com.apple.driver.AppleGraphicsControl 3.4.35

com.apple.driver.AppleSMBusPCI 1.0.12d1

com.apple.driver.AppleSMBusController 1.0.11d1

com.apple.iokit.IONDRVSupport 2.4.1

com.apple.iokit.IOGraphicsFamily 2.4.1

com.apple.iokit.IOFireWireIP 2.2.6

com.apple.driver.IOPlatformPluginLegacy 1.0.0

com.apple.driver.IOPlatformPluginFamily 5.7.0d10

com.apple.driver.AppleSMC 3.1.8

com.apple.iokit.IOSCSIBlockCommandsDevice 3.6.6

com.apple.iokit.IOUSBMassStorageClass 3.6.0

com.apple.driver.AppleUSBMultitouch 240.9

com.apple.iokit.IOUSBHIDDriver 660.4.0

com.apple.driver.AppleUSBMergeNub 650.4.0

com.apple.driver.AppleUSBComposite 656.4.1

com.apple.iokit.IOSCSIMultimediaCommandsDevice 3.6.6

com.apple.iokit.IOBDStorageFamily 1.7

com.apple.iokit.IODVDStorageFamily 1.7.1

com.apple.iokit.IOCDStorageFamily 1.7.1

com.apple.iokit.IOAHCISerialATAPI 2.6.1

com.apple.iokit.IOSCSIArchitectureModelFamily 3.6.6

com.apple.iokit.IOUSBUserClient 660.4.2

com.apple.iokit.IO80211Family 630.35

com.apple.iokit.IOEthernetAVBController 1.0.3b4

com.apple.driver.mDNSOffloadUserClient 1.0.1b5

com.apple.iokit.IONetworkingFamily 3.2

com.apple.iokit.IOAHCIFamily 2.6.5

com.apple.iokit.IOFireWireFamily 4.5.5

com.apple.iokit.IOUSBFamily 675.4.0

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 278.11

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 23

com.apple.driver.AppleFDEKeyStore 28.30

com.apple.driver.AppleACPIPlatform 2.0

com.apple.iokit.IOPCIFamily 2.9

com.apple.iokit.IOACPIFamily 1.4

com.apple.kec.corecrypto 1.0

com.apple.kec.pthread 1

Model: MacBookPro6,2, BootROM MBP61.0057.B0F, 2 processors, Intel Core i5, 2.4 GHz, 8 GB, SMC 1.58f17

Graphics: Intel HD Graphics, Intel HD Graphics, Built-In, 288 MB

Graphics: NVIDIA GeForce GT 330M, NVIDIA GeForce GT 330M, PCIe, 256 MB

Memory Module: BANK 0/DIMM0, 4 GB, DDR3, 1067 MHz, 0x0198, 0x393930353432382D3030352E4130324C4620

Memory Module: BANK 1/DIMM0, 4 GB, DDR3, 1067 MHz, 0x0198, 0x393930353432382D3030352E4130324C4620

AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x93), Broadcom BCM43xx 1.0 (5.106.98.100.22)

Bluetooth: Version 4.2.3f10 13477, 3 services, 23 devices, 1 incoming serial ports

Network Service: Wi-Fi, AirPort, en1

Serial ATA Device: OCZ-VERTEX2, 240.06 GB

Serial ATA Device: MATSHITADVD-R UJ-898

USB Device: Hub

USB Device: BRCM2070 Hub

USB Device: Bluetooth USB Host Controller

USB Device: Internal Memory Card Reader

USB Device: Apple Internal Keyboard / Trackpad

USB Device: Hub

USB Device: IR Receiver

USB Device: Built-in iSight

Thunderbolt Bus:

Macbook Pro i5 15"

Posted on Mar 9, 2014 1:36 PM

Reply
11 replies
User profile for user: Drew Reece
Drew Reece
User level: Level 6
10,666 points

Mar 9, 2014 4:33 PM in response to BigJoeCool

Aw this is horrid.


Grab images of the restart message just incase the genius bar isn't already convinced (they should be able to see from the logs anyway). You can also use the exif time to determine what log times may be important.


It's possible that the RAM or SSD are this issue, Apple won't like that when testing. Do you have the original parts still available?


I would run Apple hardware test (several times in a row) to check out the system, also try rember, some users on here claim it is more thorough than AHT.


Using Apple Hardware Test

https://support.apple.com/kb/HT1509

rember

http://www.kelleycomputing.net/rember/



I'd have to assume that 10.9 has the fixes that were part of the 10.7.3 update, it's just odd that 10.9 is causing this specific model to become unstable, since it looks like yours isn't the one effected by the known issue.


I think you will need to try the store again if the hardware checks out.


When it next happens see how hot it feels all over the case, are the fans audible etc & make notes, it could require heat to make the issue appear. It could help you demo the issue for the store.


There are also ways to make the CPU & memory work at full load, do you want to try them?

http://macfidelity.de/2009/05/10/mac-how-to-stress-test-your-cpu-in-mac-os-x/ind ex.html

https://developer.apple.com/library/mac/documentation/Darwin/Reference/ManPages/ man1/memory_pressure.1.html


Basically do the yes > /dev/null for every CPU you have, and hit ctrl+c to stop each command when you have run it for long enough.


memory_pressure -l warn will max the RAM

memory_pressure -l critical will max the RAM & push over into swap.


There must also be graphics card benchmark tools that will also tax the system, I'm afraid I can't think of one besides Xbench at the moment.


None of this will fix the Mac, but my reasoning is that it could help you 'warm up' the Mac to give the store tests a chance to fail (if that is what is happening here).


Does this GPU support different graphics modes? It may be worth looking for how to force one mode to see if it can help you get work done.

Reply
User profile for user: clintonfrombirmingham
clintonfrombirmingham
User level: Level 7
30,106 points

Mar 10, 2014 3:24 AM in response to BigJoeCool


Yep, you have the faulty GPU problem...


Mid-2010 15" MacBook Pros - the bad NVIDIA GPU


If you're having frequent kernel panics with your 15" mid-2010, or intermittent screen problems, the problem is, more than likely, the faulty NVIDIA GPU found in a number of those machines.


Here's just a sample of a kernel panic log that points to the faulty NVIDIA card:


Kernel Extensions in backtrace (with dependencies):          com.apple.GeForce(6.4.0)@0x82ac4000->0x82b7afff             dependency: com.apple.NVDAResman(6.4.0)@0x834a0000             dependency: com.apple.iokit.IONDRVSupport(2.2.1)@0x82fd3000             dependency: com.apple.iokit.IOPCIFamily(2.6.5)@0x7a802000             dependency: com.apple.iokit.IOGraphicsFamily(2.2.1)@0x8301b000          com.apple.nvidia.nv50hal(6.4.0)@0x83c05000->0x84019fff             dependency: com.apple.NVDAResman(6.4.0)@0x834a0000          com.apple.NVDAResman(6.4.0)@0x834a0000->0x8378dfff             dependency: com.apple.iokit.IOPCIFamily(2.6.5)@0x7a802000             dependency: com.apple.iokit.IONDRVSupport(2.2.1)@0x82fd3000             dependency: com.apple.iokit.IOGraphicsFamily(2.2.1)@0x8301b000


Here's the "official" Apple take on the issue - but the very real kernel panics need not be preceded by 'Intermittent black screen or loss of video'... in fact, you might not experience any video problems at all. Although video problems can certainly be a portent of things to come…


So what can you do? Print out a copy of your kernel panic and a copy of the Knowledge Base article and take them, along with your machine, to your local Apple Store or an Apple Authorized Service Provider. The unfortunate thing is that many people have passed the “three years from date of purchase” now and Apple is not honoring the free logic board replacement for many users. Some dealers seem to be making some exceptions for those past the three year mark, but don’t count on it…


Good luck,


Clinton

Reply
User profile for user: reiiz
reiiz
User level: Level 1
0 points

Mar 10, 2014 3:25 AM in response to BigJoeCool

Hey,


Same problem here! I have posted my log on the other post and have been told this was due a defective part... you know the story...


Now that you mentioned... Yes, the problem could be the Mavericks. (IMHO)


I have a MBP 15" i7 - mid 2010.


Before the Mavericks, it was 3 years without any problem. Kinda weird hun?! I mean, how could a defective part from the factory take that long?!


BigJoeCool wrote:


The only other thing perhaps worth mentioning is that I have 3rd party RAM and a 3rd party SSD harddrive in there. Could either of these be responsible?



I upgraded my 4Gb RAM to 8Gb RAM - Dec. 2011 - No problems before OR after (for over a year)

After the problem, I have also switched back to the old RAM (4Gb) and it did again.


I also upgraded the HD to an SSD (Samsung 840 Pro Series) - Last Year - For the SSD the problem was already happening when I upgraded, I was already using Mavericks and it was rebooting without a reason, so can't really be the SSD, the problem was there before it came and continues...


I believe that the problem could be the Mavericks + our Setup.


Only MID-2010? Anyone else? Any SSD upgrade?



PS: I'm considering a OS downgrade just to make sure it really is Mavericks fault.

Reply
User profile for user: BigJoeCool
BigJoeCool Author
User level: Level 1
0 points

Mar 10, 2014 3:32 AM in response to Drew Reece

Hi Drew,


Thanks for your feedback.


I left Apple Hardware Test on overnight and that came back as fine. I then ran rember for a couple of hours this morning and that didn't return any errors either.


I've now tried stressing the CPU and memory to see if either of these contribute but it just doesn't seem to make any difference. It restarted this morning of it's own accord, however, and the CPU/memory usage was minimal.


I've been Googling and there are countless other people with exactly the same issue (and it always seems to be the nVidia chip). I'm just not sure what I can do as I just can't reproduce the error reliably enough to demonstrate to a genius - all I know is that it often happens after I've woken up the machien and usually happens when I'm then using Chrome.


Not a lot to go on 😟

Reply
User profile for user: clintonfrombirmingham
clintonfrombirmingham
User level: Level 7
30,106 points

Mar 10, 2014 3:38 AM in response to BigJoeCool

BigJoeCool,


Just print out a copy of the kernel panic that you posted here and take it with you to your local Apple Store/AASP. They will be able to tell immediately that your problem is the faulty GPU.


The bad thing is that you'll have to pay for a 'new' logic board as the program for replacement has expired. You may want to consider just taking that money and putting it towards the purchase of a new computer. Since your problem is intermittent, you may just want to continue to use it until you get a new machine.


Clinton

Reply
User profile for user: AussieDJ
AussieDJ
User level: Level 4
1,445 points

Mar 11, 2014 2:51 AM in response to BigJoeCool

Firstly try updating flash through System Preferences > Flash Player > Advanced > Updates - Check Now.


I have read about a possible solution elsewhere. I don't have Chrome so cannot verify, but it's worth a shot.


Chrome forces discrete GPU usage.


goto about:flags and look for GPU-Compositing in all pages and deactivate it. (Again cannot confirm this).


If that doesn't work, try to backup your bookmarks & install Firefox and import your bookmarks, and see if the issue continues.


That's all I've got for now. Good luck!

Reply
User profile for user: BigJoeCool
BigJoeCool Author
User level: Level 1
0 points

Mar 21, 2014 11:18 AM in response to Drew Reece

I just wanted to share my experiences with Apple recently.


To give some background: my mid-2010 Macbook Pro started restarting randomly after I upgraded to Mavericks and the logs indicated that it was the GPU issue. I am currently residing in Dublin so my nearest Apple store is over 100 miles away in Belfast (a 2-3 hour drive or train journey).


I first took the machine to the Apple store on the 8th March, having first made an appointment at the Genius Bar. I had entered details of the issue into the concierge system and the Genius seemed to know what he was dealing with. He ran the GPU test - which it promptly passed - but, after this point, I didn't see the Genius again as he disappeared into a back room, never to return.


About 20 minutes later (as I was beginning to get annoyed) someone else came and asked if I was being helped. I explained the situation to him and he hurriedly offered to "take it in the back to run further tests". I agreed and left the machine with him - but in all the kerfuffle I left my charger behind.


I went back and collected my laptop as the store was closing. I briefly discussed the test results with a different Genius, who suggested that it must be a software issue. He said that - as I had restored the OS to factory settings before the visit - it was most probably fixed. Given that it had not restarted since I restored the machine (the night before), I agreed and left.


Unfortunately, I didn't realise that I'd forgotten my charger until I got home. I called the store the next day but was told that it's "not Apple policy" to post things out and that if I wanted the charger I'd have to collect it from the store myself. I was then told that it would probably be better for me to "just buy a new one" given the distance involved!


Anyway, the next day I was reinstalling some software and the machine restarted again. I made a post on here and was told that the logs still suggested a faulty GPU, and that the Genius should have spotted it.


So I made another trip to Belfast!


First, I tried to collect my charger. After some crossed wire between staff members, it turned out that someone had labelled my charger and left it on the side for me to collect, but then someone else had then thrown it away. To Apple's credit, however, they gave me a new one off the shelf without hesitation.


Next, the Genius ran the same test again and this time it failed. I asked the Genius why it would be the case that the EXACT same test would pass one day and fail the next but he didn't have any ideas. It is *my* theory that the test not only checks the GPU itself, but also looks in the log folder for logs that indicate a faulty GPU and that, by restoring the OS before I took it in, I effectively "cleared" this folder and made it impossible to detect.


Anyway, he next mentioned that it was out of warranty and that I would need to pay for a repair. However, I had a printout from the trading standards site which outlined the Sale of Goods act and how (under UK law) we are protected for 6 years from purchase if a product is defective. He spoke to a couple of managers and agreed to replace the motherboard without charge.


Next, he wanted proof that I'd purchased the machine directly from the Apple website, as apparently their records only go back 18 months (!). Unfortunately, I lost some emails a couple of years back and no longer had the receipt but - after another discussion with managers - he agreed to proceed anyway.


He then said that I would have to come and collect the machine in a few days. The trading standards guidelines say that the RETAILER is responsible for arranging collection and delivery of the faulty product so I asked whether they could ship it to Dublin. However, he argued that to do this I would have to rearrange everything through AppleCare and have them collect/deliver the machine. So, having gotten this far (and not wanting them to change their minds), I just agreed.


Anyway, I received an email saying that it was ready a few days later so I went back to Belfast again and collected it. So far (touch wood) it's been working perfectly and without a single restart.


So, the things to remember:


1) The test may not detect the issue the first time but that doesn't mean it's not there

2) Restoring OSX to factory settings MAY impede the ability for the test to detect the issue

3) It doesn't matter if you're out of warranty if you're covered by Consumer Law (check out the law in your country)

4) Don't leave your charger in the Apple store!


NB: I'm not a lawyer, of course, and none of this constitutes legal advice; I'm just hoping it will help some people as there seem to be a LOT of folks having this issue.

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Macbook Pro randomly restarting since installing Mavericks

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