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iMac 5K crashes when selecting large jpegs

I have a new iMac 5k, and I've noticed a very troubling issue. It's hard to figure out where it is coming from or what is causing it, so I'm hoping there'll be someone who has been through this before and knows what to do.


I export images from Lightroom or Capture One, simple full size jpegs at 100%, with metadata to my desktop or other folders. If the image is over a certain size, and I click on an individual image, within a second the entire computer has crashed and is restarting. If I select several of the images, everything is fine, it's when I click on one. I don't click to open the image, just select it. I've imported RAW images without issue, selected them, previewed them with no problems at all. Only exported images.


As a test, I've transferred the jpegs that crash the iMac to my laptop (by selecting multiple and moving via airdrop) and open them without any issue, so I don't think it's Lightroom or Capture One. I'm trying to figure out if this is a software or hardware issue. I think it might be a corrupted file somewhere that reads the metadata and previews the image with a thumbnail, but haven't found anything useful googling yet.


Any ideas? I'm happy to provide whatever info/screenshots about the issue to help.

iMac (Retina 5K, 27-inch, Late 2014), OS X Yosemite (10.10.3)

Posted on Apr 12, 2015 11:32 AM

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24 replies

Apr 12, 2015 12:16 PM in response to gregoriok11

The warranty entitles you to complimentary phone support for the first 90 days of ownership.

If you bought the product in the U.S. directly from Apple (not from a reseller), you have 14 days from the date of delivery in which to exchange or return it for a refund. In other countries, the return policy may be different. If you bought from a reseller, its return policy applies.

Apr 12, 2015 8:31 PM in response to gregoriok11

Hello gregoriod11, you're not alone. I have the exact same problem. This problem did not exist before the 10.3 upgrade, so I'm sure that had something to do with it. I first noticed the problem when I double-clicked (to launch to Preview) a large jpeg file from Canon of their new 50 megapixel camera. My iMac 5K suddenly rebooted (aka kernel panic). Other large jpeg files could also cause Preview to unexpectedly quit or instead a kernel panic. I also couldn't select the file from Photoshop's Open menu. Once you clicked the file, boom! I have been in contact with Apple Support since yesterday and again this morning. Here's what I recommend:


First, reinstall OS 10.10.3. This cleared about 80% of the problem. No more kernel panics and Photoshop, Bridge, and Apple's new Photos app all successfully opened several large jpeg file. Only Preview is still gagging on the large jpeg files. Preview either quits suddenly or momentarily displays the image then it goes blank (but doesn't quit).


Apple downloaded a lot of diagnostic data from my computer and is sending it to engineering. I should hear something in 4 or 5 days. The problem seems to be associated with the graphics driver. I suggest you also call Apple (if for any reason just to experience the most awesome technical support in existence). Furthermore, referenced my case number (778797925) and that John Kraus is handling it. This may save you a lot of "try this, try that" time.


I believe the fix for this will be in some future system upgrade, so you may have to live with it for a while.

Apr 12, 2015 8:35 PM in response to dibugnara

dibugnara,


oh man, I wish I had seen your reply sooner. I called Apple and they had me reboot in safe mode, where the problem went away. So they determined it was a software issue and had me wipe the drive and do a fresh install of OSX. After several hours of getting everything back to where it was, I exported a file from Lightroom and it crashed immediately when I selected that jpeg in finder.


I was thinking it was a hardware issue until I saw your reply. I tried exporting a .tiff file and no problems. I really hope this is an OS X issue and not one with my mac. I will be calling Apple back tomorrow and referencing your case number.


Best,

Greg

Apr 13, 2015 3:34 PM in response to gregoriok11

Very unlikely a hardware problem, especially when it happens right after a major OS upgrade. You can run Apple's diagnostics and the Disk Utility to feel better. Running Disk Utility might not be a bad idea since I'm not sure if kernel panics can honk-up the disk any. Nevertheless, this all behaves like a classic software problem.


I too had no problem opening humungous non-jpeg files. Only very large jpeg files (so far) seem affected. I've spotted a few posts that complained about crashes with the iMac 5K during intensive gaming, so there still may be few more weaning issues to sort through with the 5K display. This is bit da ja vu. When OS 8.2 was released, all my Canon raw files on my iPad acted like they were corrupted. Then OS 8.3 immediately comes out and, poof, problem goes away. Likewise, I'm not expecting Apple to get back to me with any miracle cure. If they do, I'll try to remember to post it here. Otherwise, just wait for the next OS upgrade.

Apr 13, 2015 6:37 PM in response to Donald Morgan

Hi Don,


Thanks for the response. I do know about the different types of jpegs, which is why this problem is strange.


As I said in the initial post, jpegs exported from different programs all have the same problem. I select them in the finder and as the thumbnail starts to appear the iMac crashes. Those same jpegs airdropped to different machines operate just fine in finder. I have reinstalled every application that is associated with the problem as well as wiped my drive and did a clean install of OS X. This problem wasn't happening before the new iMac and OS X 10.10.3 using the exact same system/programs.


Apple instructed me to start up in safe mode, and the problem was fixed. So as they suggested because of this, it is an OS X issue.


Best,

Greg

Apr 13, 2015 11:11 PM in response to gregoriok11

I am having exactly same issue on my iMac 5K. When Spring loading or Previewing an image which is above a certain size (resolution) the system crashes with a kernel panic. Opening image in Safari does't reproduce crash and it only happens with built in Preview app. It was working fine before I did a clean install of 10.10.3.


What's interesting is, it worked fine before clean installing OSX Yosemite. When I bought the iMac a week ago, it loaded these images just fine even after update. But had performance issues so after a clean install, performance is quite good but this bug appeared. I'll update if I find a solution.

Apr 14, 2015 12:22 AM in response to gregoriok11

Try opening the same files with Photos App. Didn't crash for me. If I open the image in anything other than Preview app, it doesn't crash. At least the problem is reproduced for many users so it's unlikely it has something to do with hardware. I am downloading 10.10.3 combo update (A user on another forum suggested the problem resolved after combo update, but his problem was crashing Mail app, doesn't hurt trying).


Also how much RAM do you have. I suspect 10.10.3 has something to do with memory allocation when using preview app.

Apr 14, 2015 11:07 AM in response to NajamQ

My temporary solution is to only navigate JPG folders in the Finder in list view. If I scroll through them in columns view, it activates the thumbnail preview and immediately panics. It's not ideal, but that's the only way I can open them in Photoshop. Photoshop doesn't have a single issue with the large jpgs. They're not corrupt files. It's an OS 10.10.3 problem, absolutely.

Apr 14, 2015 7:17 AM in response to William Bridgeforth

I just did a clean install of 10.10.3 about 10 minutes ago. The very first thing I did was to open the problematic jpeg file experiencing immediate kernel panic. You are right as long as these jpegs aren't read by Finder or opened in Preview, the crashes don't happen. My alternative is to use some third party image viewing app for a while and see it someone finds the solution.


I got my iMac 5K a week ago and 10.10.1 was preinstalled on it, which didn't have any problem. It only started after 10.10.3.

Apr 14, 2015 11:11 AM in response to NajamQ

Hi NajamQ,


Thanks for the comments, it's helpful to know this is something others are experiencing too. If installing 10.10.3 combo works, I'd love to know, otherwise I'll do what William suggested until there is a fix.


I'll reiterate what dibugnara said above, and if it is a new computer, call apple care and report this problem and mention this thread and the case files. My case ID is #779177654. This will hopefully speed up a fix.


Best,

Greg

Apr 14, 2015 12:42 PM in response to gregoriok11

Combo update didn't solve the problem. Even a second clean install, with nothing but the first thing I did was open the jpeg file. The problem reproduced instantly.


I suspect it's not OS X but AMD Driver which comes with it is bugged. What I am not clear about is how much RAM does other users have. And if they are using R9295x with 4GB of video RAM. This helps because such large images need huge memory to load.


I am in same boat as you. Just gave up and using Photos app to view the images which doesn't have any problem displaying same files which are causing Preview app to crash. Just wait it out and see if Apple patches the problematic code.

Apr 15, 2015 12:26 AM in response to gregoriok11

I have narrowed down the problem to video driver which has been updated with 10.10.3. I opened the same Images with Photos app and Memory foot print of the app instantly increases to 500+ MB. All of the kernel Panics are related to Apple's own Kernel extensions.


A good way check the possibility of GPU driver issue is to open the same images on older iMacs with Nvidia GPUs. or M9 R295X if newer retina iMac.


If you google the Kernel Backtrace, the only results you get are all related to 10.10.3 update. none of these problems existed before the update.


PS: This is something like memory leak issue with Preview app. I have been an advanced windows user for long time and this is typical Driver type issue with Blue Screens. However UNIX works differently.


If only Apple would share an insight or come up with a workaround. Till them we need to live with the bug.

Apr 15, 2015 3:56 AM in response to NajamQ

It's not restricted to AMD drivers. I'm running a late 2013 iMac 27" with NVIDIA GeForce GTX 775M - I have the same issue that you have. My colleague, who is using a late 2012 iMac 21.5" with NVIDIA GeForce GT 640M, doesn't have the problem when opening the same jpg files.


We both updated the OS to 10.10.3 yesterday and the problem has only occured since then. Has anyone seen this issue on a 21.5" iMac?

iMac 5K crashes when selecting large jpegs

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