mpa10e
Level 1 (0 points)

Q: My mac keeps freezing when turned on from Sleep

Hello,

 

I bought in iMac last Summer. About a couple weeks in, I started having issues with my iMac freezing when I would turn it on from Sleep mode. This would not happen every time but instead, intermittently. It also will manifest itself in different ways: programs will freeze one at a time until all programs are frozen I just have spinning wheel, sometimes it will freeze and shut itself down, sometimes it will go to a grey screen, etc. This has made it an extremely hard issue to reproduce at the drop of a hat. The main reason this alarms is that I have a 4-year old Macbook that still works incredibly well, despite being slowerThroughout the past months, I have done just about everything I can think of (and was told to do by Apple support) to resolve this issue.

 

I have:

  • Reset the SMC and PRAM
  • Tried booting in Safe Mode
  • Deleted the EnergySaverPreference .plist file
  • Spent hours on the phone/text with various Apple technicians troubleshooting the issues.
  • Twice done a clean wipe and re-installed OSX. I had this problem with both Yosemite and Mavericks. I have made sure to never restore my Time Machine back ups but instead, bring isolated files in one by one and no "System Files" – just songs, music, documents, and applications. 
  • Twice taken it in to the Apple Store to be repaired and nothing has been done to resolve the problem. I just got it back and within two days, it froze again in the same manner as before.

 

My technical specs are: iMac (21.5-inch, Late 2013,) 2.7 GHz Intel Core i5 processor, 8GB 1600 MHz DDR Ram, running OSX Yosemite 10.10.2.

 

I feel like I am really beginning to run out of options. I feel like I can not trust this machine to do daily tasks or the large projects for which I bought it.  I do not have AppleCare but obviously this feels like a pre-existing software or hardware issue and I'm still under warranty. Apple has implied that there would be no way for me to receive any money back and the likelihood of getting a device replacement is very low. I don't have a car so taking my iMac via taxi or lugging it around via public transportation is both very inconvenient and a bit pricey for me. Any advice, technical, for customer-relations, or otherwise?

 

Any help would be greatly appreciated.

iMac (21.5-inch, Late 2013), OS X Yosemite (10.10.2)

Posted on Mar 23, 2015 9:27 PM

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mpa10e

Q: My mac keeps freezing when turned on from Sleep

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  • Helpful answers

  • by Mike Sombrio,

    Mike Sombrio Mike Sombrio Mar 24, 2015 3:19 AM in response to mpa10e
    Level 6 (17,283 points)
    Apple Watch
    Mar 24, 2015 3:19 AM in response to mpa10e

    You mention going to a gray screen, a kernel panic? OS X: When your computer spontaneously restarts or displays "Your computer restarted because of a problem." - Apple Supp…

    If so post a recent panic log, they can often lead to a cause Mac OS X: How to log a kernel panic - Apple Support

  • by mpa10e,

    mpa10e mpa10e Mar 24, 2015 8:59 AM in response to Mike Sombrio
    Level 1 (0 points)
    Mar 24, 2015 8:59 AM in response to Mike Sombrio

    Unfortunately, when I brought it into the Apple Store last week, they did a clean wipe and re-installed OSX. I can't really go back to my grey screen, which happened two times in a row (which caused me to bring my computer in again, last week.)

     

    After going through my notes from my last grey screen, I could find this:

     

    - negative error code

    -- get process for pid return error code -600

    -- this process happens more than once

    -- try to kill and return ( console ) -1

     

    This was from my crash log from the most recent kernel panic. I will say that this happens from time to time but more often, my applications begin to freeze one-by-one and then I get the spinning wheel, which caused me to manually force a shutdown.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Mar 24, 2015 9:06 AM in response to mpa10e
    Level 9 (58,956 points)
    Photos for Mac
    Mar 24, 2015 9:06 AM in response to mpa10e

    Another thing to look for is mis-behaving peripherals. If you have any USB peripherals connected please unplug them all and test. If the problem disappears then you know it is one of the peripherals and then it is a simple matter of narrowing down which one. If you use a USB hub that could be the problem too.

     

    In addition, try using your guest account for a short time and test to see if the issue occurs there. If it does not then this narrows down the problem to something in your user account.

     

    You mentioned your computer KP'd, please post the COMPLETE KP report!


    Finally, you can post an EtreCheck report of your system and we can look for obvious issues. You can get EtreCheck by clicking http://www.etresoft.com/etrecheck

  • by mpa10e,

    mpa10e mpa10e Mar 24, 2015 9:08 AM in response to rkaufmann87
    Level 1 (0 points)
    Mar 24, 2015 9:08 AM in response to rkaufmann87

    I will try this in the interim but as I said, I haven't had a KP since getting it back from Apple. They deleted and re-installed OSX so I do not have the complete KP report, just the negative number actions, as Apple asked me to find.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Mar 24, 2015 9:20 AM in response to mpa10e
    Level 9 (58,956 points)
    Photos for Mac
    Mar 24, 2015 9:20 AM in response to mpa10e

    mpa10e wrote:

     

    I will try this in the interim but as I said, I haven't had a KP since getting it back from Apple. They deleted and re-installed OSX so I do not have the complete KP report, just the negative number actions, as Apple asked me to find.

    Try the other actions I recommended and see how those go. Be methodical and don't do all at once, troubleshooting needs to be methodical until you locate the problem.

  • by mpa10e,

    mpa10e mpa10e Mar 24, 2015 6:52 PM in response to rkaufmann87
    Level 1 (0 points)
    Mar 24, 2015 6:52 PM in response to rkaufmann87

    I tried unplugging my USB Hub which I have had throughout the life of my computer. Surprisingly, my iMac had a Kernel Panic tonight. I will post crash logs, just not exactly sure how to post the entirety of it. Any advice would be helpful!

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Mar 24, 2015 7:07 PM in response to rkaufmann87
    Level 9 (58,956 points)
    Photos for Mac
    Mar 24, 2015 7:07 PM in response to rkaufmann87

    "I tried unplugging my USB Hub which I have had throughout the life of my computer. Surprisingly, my iMac had a Kernel Panic tonight. I will post crash logs, just not exactly sure how to post the entirety of it. Any advice would be helpful!"

     

    How to log a kernel panic

  • by mpa10e,

    mpa10e mpa10e Mar 24, 2015 8:01 PM in response to rkaufmann87
    Level 1 (0 points)
    Mar 24, 2015 8:01 PM in response to rkaufmann87

    Here's what I got:

     

    Anonymous UUID:       F7046045-224A-33C4-D416-BA38288F06AA

     

     

    Tue Mar 24 21:47:30 2015

     

     

    *** Panic Report ***

    panic(cpu 1 caller 0xffffff800c1c1694): "launchd died\nState at Last Exception:\n\n"@/SourceCache/xnu/xnu-2782.10.73/bsd/kern/kern_exit.c:361

    Backtrace (CPU 1), Frame : Return Address

    0xffffff8116843e50 : 0xffffff800bd2fe41

    0xffffff8116843ed0 : 0xffffff800c1c1694

    0xffffff8116843f40 : 0xffffff800c1c135c

    0xffffff8116843f50 : 0xffffff800c24b386

    0xffffff8116843fb0 : 0xffffff800be36e86

     

     

    BSD process name corresponding to current thread: launchd

     

     

    Mac OS version:

    14C1514

     

     

    Kernel version:

    Darwin Kernel Version 14.1.0: Thu Feb 26 19:26:47 PST 2015; root:xnu-2782.10.73~1/RELEASE_X86_64

    Kernel UUID: 270413F7-3B44-3602-894F-AC0D392FCF8E

    Kernel slide:     0x000000000ba00000

    Kernel text base: 0xffffff800bc00000

    __HIB  text base: 0xffffff800bb00000

    System model name: iMac14,1 (Mac-031B6874CF7F642A)

     

     

    System uptime in nanoseconds: 17919473593239

    last loaded kext at 10628493338895: com.apple.iokit.SCSITaskUserClient 3.7.3 (addr 0xffffff7f8e359000, size 36864)

    last unloaded kext at 10755631197884: com.apple.driver.AppleUSBCDC 4.2.2b5 (addr 0xffffff7f8e330000, size 16384)

    loaded kexts:

    com.apple.iokit.SCSITaskUserClient 3.7.3

    com.apple.filesystems.smbfs 3.0.0

    com.apple.driver.AudioAUUC 1.70

    com.apple.driver.AGPM 100.15.5

    com.apple.driver.ApplePlatformEnabler 2.1.7d1

    com.apple.driver.X86PlatformShim 1.0.0

    com.apple.filesystems.autofs 3.0

    com.apple.driver.AppleBluetoothMultitouch 85.3

    com.apple.iokit.IOBluetoothSerialManager 4.3.2f6

    com.apple.driver.AppleMikeyHIDDriver 124

    com.apple.driver.AppleUpstreamUserClient 3.6.1

    com.apple.driver.AppleMikeyDriver 269.25

    com.apple.driver.AppleOSXWatchdog 1

    com.apple.driver.AppleHDA 269.25

    com.apple.iokit.IOUserEthernet 1.0.1

    com.apple.Dont_Steal_Mac_OS_X 7.0.0

    com.apple.driver.AppleHWAccess 1

    com.apple.driver.AppleLPC 1.7.3

    com.apple.driver.AppleHV 1

    com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport 4.3.2f6

    com.apple.driver.AppleThunderboltIP 2.0.2

    com.apple.driver.AppleSMCLMU 2.0.7d0

    com.apple.driver.AppleMCCSControl 1.2.11

    com.apple.driver.AppleIntelHD5000Graphics 10.0.2

    com.apple.driver.AppleIntelFramebufferAzul 10.0.2

    com.apple.AppleFSCompression.AppleFSCompressionTypeDataless 1.0.0d1

    com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0d1

    com.apple.BootCache 35

    com.apple.driver.AppleUSBHub 705.4.2

    com.apple.driver.XsanFilter 404

    com.apple.iokit.IOAHCIBlockStorage 2.7.0

    com.apple.iokit.AppleBCM5701Ethernet 10.1.3

    com.apple.driver.AppleSDXC 1.6.5

    com.apple.driver.AirPort.Brcm4360 910.26.12

    com.apple.driver.AppleAHCIPort 3.1.0

    com.apple.driver.AppleUSBXHCI 710.4.11

    com.apple.driver.AppleACPIButtons 3.1

    com.apple.driver.AppleRTC 2.0

    com.apple.driver.AppleHPET 1.8

    com.apple.driver.AppleSMBIOS 2.1

    com.apple.driver.AppleACPIEC 3.1

    com.apple.driver.AppleAPIC 1.7

    com.apple.nke.applicationfirewall 161

    com.apple.security.quarantine 3

    com.apple.security.TMSafetyNet 8

    com.apple.iokit.IOSCSIBlockCommandsDevice 3.7.3

    com.apple.iokit.IOUSBMassStorageClass 3.7.1

    com.apple.kext.triggers 1.0

    com.apple.driver.AppleBluetoothHIDKeyboard 176.2

    com.apple.driver.AppleHIDKeyboard 176.2

    com.apple.driver.IOBluetoothHIDDriver 4.3.2f6

    com.apple.driver.AppleMultitouchDriver 262.33.1

    com.apple.iokit.IOSerialFamily 11

    com.apple.driver.DspFuncLib 269.25

    com.apple.kext.OSvKernDSPLib 1.15

    com.apple.iokit.IOUSBUserClient 705.4.0

    com.apple.driver.AppleHDAController 269.25

    com.apple.iokit.IOHDAFamily 269.25

    com.apple.iokit.IOAudioFamily 203.3

    com.apple.vecLib.kext 1.2.0

    com.apple.driver.X86PlatformPlugin 1.0.0

    com.apple.driver.IOPlatformPluginFamily 5.8.1d38

    com.apple.iokit.IOBluetoothHostControllerUSBTransport 4.3.2f6

    com.apple.iokit.IOBluetoothFamily 4.3.2f6

    com.apple.driver.AppleSMBusPCI 1.0.12d1

    com.apple.driver.AppleThunderboltEDMSink 4.0.2

    com.apple.driver.AppleSMC 3.1.9

    com.apple.driver.AppleSMBusController 1.0.13d1

    com.apple.iokit.IOSurface 97.0.1

    com.apple.iokit.IONDRVSupport 2.4.1

    com.apple.AppleGraphicsDeviceControl 3.8.6

    com.apple.iokit.IOAcceleratorFamily2 156.6.1

    com.apple.iokit.IOGraphicsFamily 2.4.1

    com.apple.iokit.IOSCSIArchitectureModelFamily 3.7.3

    com.apple.driver.AppleUSBMergeNub 705.4.0

    com.apple.driver.AppleUSBComposite 705.4.9

    com.apple.driver.AppleThunderboltDPInAdapter 4.0.6

    com.apple.driver.AppleThunderboltDPOutAdapter 4.0.6

    com.apple.driver.AppleThunderboltDPAdapterFamily 4.0.6

    com.apple.driver.AppleThunderboltPCIDownAdapter 2.0.2

    com.apple.driver.AppleThunderboltNHI 3.1.7

    com.apple.iokit.IOThunderboltFamily 4.2.1

    com.apple.iokit.IOEthernetAVBController 1.0.3b3

    com.apple.iokit.IO80211Family 710.55

    com.apple.driver.mDNSOffloadUserClient 1.0.1b8

    com.apple.iokit.IONetworkingFamily 3.2

    com.apple.iokit.IOAHCIFamily 2.7.5

    com.apple.iokit.IOUSBFamily 710.4.14

    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 300.0

    com.apple.kext.AppleMatch 1.0.0d1

    com.apple.driver.AppleKeyStore 2

    com.apple.driver.AppleMobileFileIntegrity 1.0.5

    com.apple.driver.AppleCredentialManager 1.0

    com.apple.driver.DiskImages 396

    com.apple.iokit.IOStorageFamily 2.0

    com.apple.iokit.IOReportFamily 31

    com.apple.driver.AppleFDEKeyStore 28.30

    com.apple.driver.AppleACPIPlatform 3.1

    com.apple.iokit.IOPCIFamily 2.9

    com.apple.iokit.IOACPIFamily 1.4

    com.apple.kec.Libm 1

    com.apple.kec.pthread 1

    com.apple.kec.corecrypto 1.0

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Mar 24, 2015 9:04 PM in response to mpa10e
    Level 9 (58,956 points)
    Photos for Mac
    Mar 24, 2015 9:04 PM in response to mpa10e

    Your KP log does not point to any software related issues. You should read Resolving Kernel Panics, to begin finding where yours is starting from. KP's can be difficult to track down, and are rarely OS X itself. I suspect yours is hardware related, the most common hardware caused KP is from RAM. If you happened to have   upgraded your RAM  yourself that is where I'd start. iMacs are extremely sensitive to RAM and it should only be purchased from trusted sources such as Crucial (direct) or OWC (www.macsales.com). The RAM issues are one of these three if it's RAM:

     

    • Incorrect RAM
    • Failed RAM
    • Unseated RAM

    This is where I'd begin looking after reading the article.

  • by mpa10e,

    mpa10e mpa10e Mar 26, 2015 2:47 PM in response to rkaufmann87
    Level 1 (0 points)
    Mar 26, 2015 2:47 PM in response to rkaufmann87

    I have not changed the RAM. The RAM in the machine is what came with the machine.

     

    I have had 3 crashes since last posting. Each time, the spinning wheel comes for a few seconds, then shuts down, then flashes a folder with a question mark, which of course seems to be a startup disk issue? I have no external HDs plugged in and my internal HD is selected as the startup disk.

     

    Not sure where to go at this point...

  • by mpa10e,

    mpa10e mpa10e Mar 27, 2015 10:26 AM in response to rkaufmann87
    Level 1 (0 points)
    Mar 27, 2015 10:26 AM in response to rkaufmann87

    Had my 5th crash in less than a week, all after I picked it up from the Apple Store. Crash logs are all identical. No hardware has been touched/changed from what I got from the Apple Store. No files exist on my iMac that don't exist on Macbook Pro (which is far weaker) which after four years, still works perfectly. Really not sure what to do at this point.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Mar 27, 2015 11:29 AM in response to mpa10e
    Level 9 (58,956 points)
    Photos for Mac
    Mar 27, 2015 11:29 AM in response to mpa10e

    mpa10e wrote:

     

    Had my 5th crash in less than a week, all after I picked it up from the Apple Store. Crash logs are all identical. No hardware has been touched/changed from what I got from the Apple Store. No files exist on my iMac that don't exist on Macbook Pro (which is far weaker) which after four years, still works perfectly. Really not sure what to do at this point.

     

    The answer is very simple, take it back and show them the crash logs.