pauldood
Level 1 (0 points)

Q: New Mac Pro - A graphics problem has been detected

System:

  • New Mac Pro (late 2013)
  • AMD Firepro D300, 2GB
  • 3.7G Quad Core Xeon E5
  • 12GB Ram
  • 250G SSD Internal
  • dual display, 24" samsung BX2440 and older 19" dell
  • logitech mx518 mouse
  • Apple wired keyboard with numeric pad
  • external USB 2T drive used for time machine
  • OSX Yosemite: 10.10

 

Problem:

Every few hours I get one or sometimes multiple errors where the OS pops a small dialog box graphicsbug2.png

 

Sometimes I am in a web browser, sometimes playing a game, Garage band, sometimes in email, it doesn't seem to matter what is happening. The problem comes randomly and once it does, it freezes the UI solid until it resets the graphics card (or something like that). I was playing Legend of Grimrock and the thing happened, and the game created an error report stating "Graphics hardware encountered an error and was reset: 0x0000000e"

 

What I have tried:

  • SMC Reset
  • PRAM reset
  • diskutil check disk (ok)
  • diskutil fix permissions (ok)
  • apple diagnostics, no problem found.
  • Apple support chat session (no resolution)

 

Question:

 

  • Is this  a hardware problem where I should just go get my money back and/or get a new computer?
  • If not a hardware problem, is there some well understood fix for this?

 

Frustrated and ready to punt,

 

Paul

Mac Pro, OS X Yosemite (10.10), D300, 250G SSD, 12GB Ram

Posted on Nov 16, 2014 1:32 PM

by pauldood,Solvedanswer
pauldood pauldood
Level 1 (0 points)
A:

I went to the Apple store to talk with the folks at the bar there. They looked over my system and looked at my notes, and decided to swap my computer with a new one. I have it on order and it will be delivered to me soon. The tech at the store said he had seen this issue before (rarely) on the new mac pros, and also on some macbook pros. This is an issue (he thinks) related to the dual cards in these computers. He was pretty sure this was a hardware problem, not software.

 

If you get this problem, my advice is to schedule an appointment with the store for a consult before your warranty is gone. For me, I had no choice as this machine is business purposed and cannot be failing at random times.

Posted on Nov 19, 2014 7:06 AM

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pauldood

Q: New Mac Pro - A graphics problem has been detected

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  • by lllaass,

    lllaass lllaass Feb 24, 2015 5:56 AM in response to GeeD
    Level 10 (188,843 points)
    Desktops
    Feb 24, 2015 5:56 AM in response to GeeD

    This still lists the last version

    http://support.apple.com/en-us/HT201518

    and tells you how to find the installed version

  • by GeeD,

    GeeD GeeD Feb 24, 2015 6:03 AM in response to lllaass
    Level 5 (7,723 points)
    Video
    Feb 24, 2015 6:03 AM in response to lllaass

    Oh OK - I'd seen this some time ago and forgotten about it - yes its now version ...B11.   Its a pity there is no information on what the changes actually were.

     

    Thanks,

     

    Geoff.

  • by shing123,

    shing123 shing123 Mar 14, 2015 10:18 PM in response to GeeD
    Level 1 (4 points)
    Mar 14, 2015 10:18 PM in response to GeeD

    I have this problem almost every other day. It seems to be happening when VLC or Chrome video is running on full screen. Sound works and mouse works but video and the whole system locks up. Crash logs shows lots of gpurestarts. I'm on the most current softwareupdate.

     

    Im running a nmp 6core d300firepro 16gb. Dual monitor, one to thunderbolt and the other to hdmi.

     

    the New Mac Pro seems to be quite an unreliable machine. My 2012 macbook air almost never crashes.

  • by Michael Mortilla,

    Michael Mortilla Michael Mortilla Mar 14, 2015 10:39 PM in response to shing123
    Level 2 (289 points)
    Mac OS X
    Mar 14, 2015 10:39 PM in response to shing123

    Apple is aware of the problem. The lower graphics cards are defective and need to be replaced. If you are under warranty or Applecare they will fix it. According to my service adviser the only reason there hasn't been a recall is they haven't reached the threshold of returns. People need to put the pressure on to get the cards replaced and Apple needs to issue a recall. It is inevitable.

  • by shing123,

    shing123 shing123 Mar 15, 2015 8:21 PM in response to Michael Mortilla
    Level 1 (4 points)
    Mar 15, 2015 8:21 PM in response to Michael Mortilla

    Hi apple, please give us a response. Too many gpu hangs. I have to force restart by holding down the poswer button. This time on quicktime. The computer is becoming very annoying to use. This is becoming a regular occurrence. I've done all the PRAM, SMC, safeboot, diagnose, etc.....


    I'm in singapore where there are only authorised apple technicians and resellers. Their service is way below par compared to the real Apple stores and much longer to fix. The new mac pro late 2013 is unreliable for work it seems. A pretty but fragile computer.   

  • by Ricc83,

    Ricc83 Ricc83 Mar 16, 2015 4:41 AM in response to shing123
    Level 1 (0 points)
    Mar 16, 2015 4:41 AM in response to shing123

    I got my board replaced. get urs too just to be sure. they did a recall of all or many 2011 to 2013 mbpros anyway.

  • by Michael Mortilla,

    Michael Mortilla Michael Mortilla Mar 16, 2015 10:50 AM in response to Ricc83
    Level 2 (289 points)
    Mac OS X
    Mar 16, 2015 10:50 AM in response to Ricc83

    Really? Can you point to some authoritative source of that information? The only recall I could find was for iMacs.

     

    http://www.macrumors.com/2013/08/16/apple-initiates-graphic-card-replacement-pro gram-for-mid-2011-27-inch-imac/

  • by ArchonOSX,

    ArchonOSX ArchonOSX May 27, 2015 2:23 AM in response to pauldood
    Level 1 (9 points)
    Mac OS X
    May 27, 2015 2:23 AM in response to pauldood

    The continuing saga.....

     

    Ok this problem started with the gpurestart and a "graphics problem has been detected".

     

    Now it just does random freezes about once or twice a week. It completely locks up. I can SSH into my MacPro with another computer.

     

    My next experiment will be to try VNC when it freezes to see if I can access it from there.

     

    I have been to the Apple store once and to Simply Mac once and neither of them could help. They test it and say it passes all their tests and it must be a software problem. Software problem don't cause complete system freezes.

     

    I will be calling Apple again soon and demanding a graphics card replacement.

     

    After spending 3 thousand dollars on a computer I should have any of these problems.  

  • by shing123,

    shing123 shing123 May 27, 2015 6:41 AM in response to ArchonOSX
    Level 1 (4 points)
    May 27, 2015 6:41 AM in response to ArchonOSX

    Its now windowserver crash. There is clearly a problem with the newmacpro. This is not a suitable work machine. This may be the start of apple's "blue screen of death" OSX NT

  • by ArchonOSX,

    ArchonOSX ArchonOSX Nov 17, 2015 12:22 PM in response to pauldood
    Level 1 (9 points)
    Mac OS X
    Nov 17, 2015 12:22 PM in response to pauldood

    OK so hopefully this is my last post on this thread.

     

    The fine people at Apple finally relented after I had the computer in 3 times for repair and swapped me for a new computer.

     

    So far, after 2 weeks with no problems I may finally be able to close this chapter.

     

    If you have this problem use you phone to video the condition to show the people at the Apple store.

     

    I videoed myself logging into the computer from my old MacPro and showed how I could restart just the GPU with this command:

    sudo killall -HUP WindowServer


    Just document the condition well and they will eventually relent and replace the graphics boards or if it continues the whole computer.


    Happy Tuesday!

  • by Ricc83,

    Ricc83 Ricc83 Nov 17, 2015 1:36 PM in response to ArchonOSX
    Level 1 (0 points)
    Nov 17, 2015 1:36 PM in response to ArchonOSX

    may i ask how u get those errors. it seems to me that they frequently occur when i have firefox running on my mac screen and lightroom on my external. also i have to notice that i always or usually have www.schoener-fernsehen.com a german tv streaming running which requires adobe.

     

    almost 99% of the time it happens.

  • by ArchonOSX,

    ArchonOSX ArchonOSX Nov 17, 2015 2:50 PM in response to Ricc83
    Level 1 (9 points)
    Mac OS X
    Nov 17, 2015 2:50 PM in response to Ricc83

    Like I said in my post, thoroughly document when it happens and turn those videos over to the Apple Store geniuses.

     

    MIne was completely random and I could not create a situation to cause it. I just had to wait for it to happen and document it.

     

    Good Luck!

  • by ArchonOSX,

    ArchonOSX ArchonOSX Feb 6, 2016 1:56 AM in response to ArchonOSX
    Level 1 (9 points)
    Mac OS X
    Feb 6, 2016 1:56 AM in response to ArchonOSX

    Apple has agreed to repair MacPros with this problem:

     

    http://www.macrumors.com/2016/02/06/late-2013-mac-pro-video-issues-repair-progra m/

     

    get your fixed for free.

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Feb 6, 2016 9:36 AM in response to ArchonOSX
    Level 9 (60,936 points)
    Desktops
    Feb 6, 2016 9:36 AM in response to ArchonOSX

    It appears that (unadvertised) recall program is limited to Mac Pro late 2013 manufactured during a certain span of time in Spring of 2015 [between February 8, 2015 and April 11, 2015].

     

    There are Mac serial number lookups that can pinpoint the build week of your Mac Pro.

     

    Do not hesitate to present the problems you are having at the genius Bar, even if you fall outside these build dates. This is the only way Apple collects information to know which Macs are having systemic problems, and create systemic solutions like this recall.

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