OS X El Capitan problem

Question

Level 1

10 points

OS X El Capitan problem

Hi there, I need an advice to resolve a problem after upgrade to El Capitan. After installation I was prompted to enter security password and then nothing happens on the screen for 1-2 minutes.

Then screen went black with messages:

panic (cpu 0 caller 0xffffff80247d6a9a): Kernel trap at 0xfffff8024c8d9b2, type 13= general protection registers:

........

.........

BSD process name corresponding to current thread: PenCommService

Debugger called <panic>

Backtrace (CPU 0), Frame: Return Address

......

And then restart occurs again and entire process start all over again.

Any ideas what causes this error and any chances to restore files?

MacBook Pro (13-inch Mid 2012), iOS 9.0.2

Posted on Oct 11, 2015 5:32 AM

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Answer 1

Lexiepex

Level 6

14,102 points

Oct 11, 2015 7:23 AM in response to Sonmi451

Did you have Filevault on before you did the upgrade?

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Answer 2

BobHarris

Level 9

55,169 points

Oct 11, 2015 8:08 AM in response to Sonmi451

You should post the entire panic

<http://support.apple.com/kb/ht2546>

<https://support.apple.com/en-us/HT201753>

Try booting into Safe mode

<http://support.apple.com/kb/ht1564>

May be an issue if you have FileVault enabled.

When upgrading, if you have 3rd party kernel extensions installed, they may not be compatible with a new OS X release and act-out by causing a kernel panic.

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Answer 3

Sonmi451 Author

Level 1

10 points

Oct 11, 2015 9:21 AM in response to BobHarris

Hi Bob,

Thanks for reply.

The entire panic posted below:

Yes, the Filevault was on at the time of upgrade.

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Answer 4

Sonmi451 Author

Level 1

10 points

Oct 11, 2015 9:24 AM in response to Lexiepex

Yep, the Filevault was switched on

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Answer 5

Lexiepex

Level 6

14,102 points

Oct 11, 2015 11:04 AM in response to Sonmi451

Do you succeed in turning FileVault off ?? (a time consuming operation !! )

If yes, after it is turned off, restart while holding CMD+R, then choose Install OSX: this will completely replace OSX and lets your user data alone.

Then you will be able to do an upgrade (or it may already be ElCapitan...)

If no, let me think about it a bit more.

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Answer 6

Sonmi451 Author

Level 1

10 points

Oct 11, 2015 11:04 AM in response to BobHarris

UPDATE: Thanks for the links, I managed to boot in Safe Mode and complete upgrade installation and now system operates in Safe mode.

However, I tried to turn off Filevault and re-boot it in normal mode and it failed to turn the filevault off.

The message:

Disabling FileVault Failed

An error occurred while reverting the disk (Error: - 69863)

Any ideas how to fix that?

Thanks in advance

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Answer 7

Sonmi451 Author

Level 1

10 points

Oct 11, 2015 11:43 AM in response to Lexiepex

Nope, it doesnt allow to turn FileVault off:

Disabling FileVault Failed

An error occurred while reverting the disk (Error: - 69863)

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Answer 8

BobHarris

Level 9

55,169 points

Oct 11, 2015 3:56 PM in response to Sonmi451

You should post the entire panic

<http://support.apple.com/kb/ht2546>

<https://support.apple.com/en-us/HT201753>

There are text files for a painic which the above 2 links help you find. A full panic log contains a lot more information, some of this very important for identifying what might be causing your panic.

Since you can boot into Safe mode, but not normally, this strongly indicates you have a 3rd party kernel extension that is not compatible with El Capitan.

Please post the output from EtreCheck

<https://discussions.apple.com/docs/DOC-6174>

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Answer 9

Barney-15E

Level 10

116,944 points

Oct 11, 2015 4:54 PM in response to Sonmi451

PenCommService is a tool used by Livescribe, I think.

If you have some sort of Livescribe device, try uninstalling the software while booted in Safe Mode.

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Answer 10

Sonmi451 Author

Level 1

10 points

Oct 12, 2015 1:28 AM in response to Barney-15E

Thanks yes it was LiveScribe Echo Desktop http://www.livescribe.com/uk/support/echo/howto/ which caused the panic. I managed to boot in Normal mode and system works normally. Thank you again!

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