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Jim Donahue
Level 1 (22 points)

Q: frequent and uncommanded  shutdown

Macbook Air 13" mid 2013

1.7 Ghz Intel Core I7

8GB 1600 Mhz DDR3

OS 10.11.3 El Capitan

 

My wife's laptop specs above, has recently started shutting itself down without command while plugged into ac power.  On the display was 'Press any key to continue'

 

Disk First Aid shows no problems.  Coconut battery shows normal capacity available.

 

Does anybody have any ideas for me to get ahead of this problem?  Thanks in advance.

Jim

Posted on Mar 15, 2016 2:27 PM

by Allan Eckert,Apple recommended
Allan Eckert Allan Eckert
Level 9 (53,368 points)
Desktops
A:

That is a kernel panic.

 

For what to do about that, read OS X: When your computer spontaneously restarts or displays "Your computer restarted because of a problem." - Apple Supp…

Posted on Mar 15, 2016 2:42 PM

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Jim Donahue

Q: frequent and uncommanded  shutdown

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  • Helpful answers

  • by Allan Eckert,Apple recommended

    Allan Eckert Allan Eckert Mar 15, 2016 2:42 PM in response to Jim Donahue
    Level 9 (53,368 points)
    Desktops
    Mar 15, 2016 2:42 PM in response to Jim Donahue

    That is a kernel panic.

     

    For what to do about that, read OS X: When your computer spontaneously restarts or displays "Your computer restarted because of a problem." - Apple Supp…

  • by Jim Donahue,

    Jim Donahue Jim Donahue Mar 15, 2016 2:43 PM in response to Allan Eckert
    Level 1 (22 points)
    Mar 15, 2016 2:43 PM in response to Allan Eckert

    Thanks.

    I'll try some of the suggestions in the referenced letter before bringing the machine to a pro..

    jim

  • by Linc Davis,

    Linc Davis Linc Davis Mar 15, 2016 2:49 PM in response to Jim Donahue
    Level 10 (207,915 points)
    Applications
    Mar 15, 2016 2:49 PM in response to Jim Donahue

    These instructions must be carried out as an administrator. If you have only one user account, you are the administrator.

    Please launch the Console application in any one of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad and start typing the name.

    In the Console window, select

              DIAGNOSTIC AND USAGE INFORMATION â–¹ System Diagnostic Reports

    (not Diagnostic and Usage Messages) from the log list on the left. If you don't see that list, select

              View â–¹ Show Log List

    from the menu bar.

    There is a disclosure triangle to the left of the list item. If the triangle is pointing to the right, click it so that it points down. You'll see a list of reports. A panic report has a name that begins with "Kernel" and ends in ".panic". Select the most recent one. The contents of the report will appear on the right. Use copy and paste to post the entire contents—the text, not a screenshot.

    If you don't see any reports listed, but you know there was a panic, you may have chosen Diagnostic and Usage Messages from the log list. Choose DIAGNOSTIC AND USAGE INFORMATION instead.

    In the interest of privacy, I suggest that, before posting, you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if it’s present (it may not be.)

    Please don’t post other kinds of diagnostic report.

    I know the report is long, maybe several hundred lines. Please post all of it anyway.

    When you post the report, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

    If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

  • by Jim Donahue,

    Jim Donahue Jim Donahue Mar 15, 2016 3:58 PM in response to Linc Davis
    Level 1 (22 points)
    Mar 15, 2016 3:58 PM in response to Linc Davis

    Mon Mar 14 18:09:27 2016

     

    *** Panic Report ***

    panic(cpu 1 caller 0xffffff8006fd255a): Kernel trap at 0xffffff7f89312f2e, type 14=page fault, registers:

    CR0: 0x0000000080010033, CR2: 0x0000000000000120, CR3: 0x000000025ba0b070, CR4: 0x00000000001627e0

    RAX: 0x0000000011d1b001, RBX: 0x0000000000000000, RCX: 0x0000000012394101, RDX: 0x0000000011cdb101

    RSP: 0xffffff91f58f3560, RBP: 0xffffff91f58f3740, RSI: 0x0000000011c9b101, RDI: 0x0000000000000048

    R8:  0xffffff801a2fa000, R9:  0xffffff9173c8701c, R10: 0x00000003ffffffff, R11: 0x0001ffff00000000

    R12: 0x0000000012494001, R13: 0xffffff8025de9000, R14: 0xffffff8021179dc8, R15: 0xffffff8026586000

    RFL: 0x0000000000010202, RIP: 0xffffff7f89312f2e, CS:  0x0000000000000008, SS:  0x0000000000000010

    Fault CR2: 0x0000000000000120, Error code: 0x0000000000000002, Fault CPU: 0x1, PL: 0

     

    Backtrace (CPU 1), Frame : Return Address

    0xffffff91f58f31f0 : 0xffffff8006edf792

    0xffffff91f58f3270 : 0xffffff8006fd255a

    0xffffff91f58f3450 : 0xffffff8006ff0233

    0xffffff91f58f3470 : 0xffffff7f89312f2e

    0xffffff91f58f3740 : 0xffffff7f89316765

    0xffffff91f58f37b0 : 0xffffff7f892bea69

    0xffffff91f58f37e0 : 0xffffff7f89316555

    0xffffff91f58f3810 : 0xffffff7f892beaca

    0xffffff91f58f3840 : 0xffffff7f89316499

    0xffffff91f58f3880 : 0xffffff7f892beeda

    0xffffff91f58f3b00 : 0xffffff7f892be55b

    0xffffff91f58f3b40 : 0xffffff7f892be40e

    0xffffff91f58f3b70 : 0xffffff7f892bdae4

    0xffffff91f58f3bb0 : 0xffffff7f89316912

    0xffffff91f58f3be0 : 0xffffff80074e1777

    0xffffff91f58f3d20 : 0xffffff8006f9be20

    0xffffff91f58f3e30 : 0xffffff8006ee3ef3

    0xffffff91f58f3e60 : 0xffffff8006ec78a8

    0xffffff91f58f3ea0 : 0xffffff8006ed72e5

    0xffffff91f58f3f10 : 0xffffff8006fbcd2a

    0xffffff91f58f3fb0 : 0xffffff8006ff0a56

         Kernel Extensions in backtrace:

            com.apple.iokit.IOAcceleratorFamily2(205.1)[9B36322F-2685-3BDD-9734-9BCC39A0AF9 4]@0xffffff7f89295000->0xffffff7f89300fff

               dependency: com.apple.iokit.IOPCIFamily(2.9)[F398CE94-0FBD-3E8E-A7AB-55F7F05A81ED]@0xffffff 7f8773d000

               dependency: com.apple.iokit.IOGraphicsFamily(2.4.1)[429C688E-8DDA-3D15-9C6E-6F3F4855C424]@0 xffffff7f881d7000

            com.apple.driver.AppleIntelHD5000Graphics(10.1.2)[8E407421-3B04-3B3A-962C-FC1D3 55523AC]@0xffffff7f8930f000->0xffffff7f8937afff

               dependency: com.apple.iokit.IOSurface(108.0.1)[5D984125-CEC9-39B6-BA6E-6C6C6004552C]@0xffff ff7f880b6000

               dependency: com.apple.iokit.IOPCIFamily(2.9)[F398CE94-0FBD-3E8E-A7AB-55F7F05A81ED]@0xffffff 7f8773d000

               dependency: com.apple.iokit.IOGraphicsFamily(2.4.1)[429C688E-8DDA-3D15-9C6E-6F3F4855C424]@0 xffffff7f881d7000

               dependency: com.apple.iokit.IOAcceleratorFamily2(205.1)[9B36322F-2685-3BDD-9734-9BCC39A0AF9 4]@0xffffff7f89295000

     

    BSD process name corresponding to current thread: com.apple.WebKit

     

    Mac OS version:

    15D21

     

    Kernel version:

    Darwin Kernel Version 15.3.0: Thu Dec 10 18:40:58 PST 2015; root:xnu-3248.30.4~1/RELEASE_X86_64

    Kernel UUID: DECC9F02-27D7-31F0-9599-A9EF2873902C

    Kernel slide:     0x0000000006c00000

    Kernel text base: 0xffffff8006e00000

    __HIB  text base: 0xffffff8006d00000

    System model name: MacBookAir6,2 (Mac-7DF21CB3ED6977E5)

     

    System uptime in nanoseconds: 7556582185720

    last loaded kext at 12265252358: com.sophos.kext.sav  9.4.52 (addr 0xffffff7f8761b000, size 28672)

    last unloaded kext at 112620393022: com.apple.driver.AppleIntelLpssI2C  2.0.59 (addr 0xffffff7f89272000, size 36864)

    loaded kexts:

    com.sophos.kext.sav  9.4.52

    com.sophos.nke.swi  9.4.52

    com.apple.filesystems.autofs  3.0

    com.apple.driver.AudioAUUC  1.70

    com.apple.driver.AGPM  110.20.22

    com.apple.driver.ApplePlatformEnabler  2.6.0d0

    com.apple.driver.X86PlatformShim  1.0.0

    com.apple.driver.AppleUpstreamUserClient  3.6.1

    com.apple.driver.AppleHDA  272.51.3

    com.apple.driver.AppleOSXWatchdog  1

    com.apple.driver.pmtelemetry  1

    com.apple.driver.AppleIntelHD5000Graphics  10.1.2

    com.apple.iokit.IOUserEthernet  1.0.1

    com.apple.iokit.IOBluetoothSerialManager  4.4.3f4

    com.apple.driver.AppleThunderboltIP  3.0.8

    com.apple.Dont_Steal_Mac_OS_X  7.0.0

    com.apple.driver.AppleHV  1

    com.apple.driver.AppleLPC  3.1

    com.apple.driver.AppleCameraInterface  5.41.0

    com.apple.driver.AppleIntelFramebufferAzul  10.1.2

    com.apple.driver.AppleSMCLMU  208

    com.apple.driver.AppleBacklight  170.8.8

    com.apple.iokit.BroadcomBluetoothHostControllerUSBTransport  4.4.3f4

    com.apple.driver.AppleIntelSlowAdaptiveClocking  4.0.0

    com.apple.driver.AppleMCCSControl  1.2.13

    com.apple.driver.AppleUSBCardReader  3.7.1

    com.apple.driver.AppleTopCaseHIDEventDriver  86

    com.apple.AppleFSCompression.AppleFSCompressionTypeDataless  1.0.0d1

    com.apple.AppleFSCompression.AppleFSCompressionTypeZlib  1.0.0

    com.apple.BootCache  38

    com.apple.iokit.IOAHCIBlockStorage  2.8.5

    com.apple.driver.AppleAHCIPort  3.1.8

    com.apple.driver.AirPort.Brcm4360  1020.17.1a1

    com.apple.driver.AppleSmartBatteryManager  161.0.0

    com.apple.driver.AppleRTC  2.0

    com.apple.driver.AppleACPIButtons  4.0

    com.apple.driver.AppleHPET  1.8

    com.apple.driver.AppleSMBIOS  2.1

    com.apple.driver.AppleACPIEC  4.0

    com.apple.driver.AppleAPIC  1.7

    com.apple.nke.applicationfirewall  163

    com.apple.security.quarantine  3

    com.apple.security.TMSafetyNet  8

    com.apple.kext.triggers  1.0

    com.apple.driver.DspFuncLib  272.51.3

    com.apple.kext.OSvKernDSPLib  525

    com.apple.iokit.IOSurface  108.0.1

    com.apple.driver.CoreCaptureResponder  1

    com.apple.AppleGraphicsDeviceControl  3.12.6

    com.apple.iokit.IOAcceleratorFamily2  205.1

    com.apple.driver.AppleBacklightExpert  1.1.0

    com.apple.iokit.IONDRVSupport  2.4.1

    com.apple.driver.AppleHDAController  272.51.3

    com.apple.iokit.IOHDAFamily  272.51.3

    com.apple.iokit.IOAudioFamily  204.3

    com.apple.vecLib.kext  1.2.0

    com.apple.iokit.IOBluetoothHostControllerUSBTransport  4.4.3f4

    com.apple.iokit.IOBluetoothFamily  4.4.3f4

    com.apple.driver.X86PlatformPlugin  1.0.0

    com.apple.driver.IOPlatformPluginFamily  6.0.0d7

    com.apple.iokit.IOSlowAdaptiveClockingFamily  1.0.0

    com.apple.iokit.IOSerialFamily  11

    com.apple.driver.AppleSMC  3.1.9

    com.apple.driver.AppleSMBusController  1.0.14d1

    com.apple.iokit.IOGraphicsFamily  2.4.1

    com.apple.iokit.IOSCSIBlockCommandsDevice  3.7.7

    com.apple.iokit.IOUSBMassStorageDriver  1.0.0

    com.apple.iokit.IOSCSIArchitectureModelFamily  3.7.7

    com.apple.driver.usb.AppleUSBHub  1.0.1

    com.apple.driver.AppleMultitouchDriver  304.10

    com.apple.driver.AppleHIDTransport  5

    com.apple.driver.AppleHIDKeyboard  181

    com.apple.driver.AppleHSSPIHIDDriver  41.7

    com.apple.driver.CoreStorage  517.20.1

    com.apple.iokit.IOAHCIFamily  2.8.1

    com.apple.driver.AppleThunderboltDPInAdapter  4.1.3

    com.apple.driver.AppleThunderboltDPAdapterFamily  4.1.3

    com.apple.driver.AppleThunderboltPCIDownAdapter  2.0.2

    com.apple.driver.AppleThunderboltNHI  4.0.4

    com.apple.iokit.IOThunderboltFamily  5.1.0

    com.apple.iokit.IO80211Family  1110.26

    com.apple.driver.mDNSOffloadUserClient  1.0.1b8

    com.apple.iokit.IONetworkingFamily  3.2

    com.apple.driver.corecapture  1.0.4

    com.apple.driver.AppleHSSPISupport  41.7

    com.apple.driver.AppleIntelLpssSpiController  2.0.59

    com.apple.driver.AppleIntelLpssDmac  2.0.59

    com.apple.driver.AppleIntelLpssGspi  2.0.59

    com.apple.driver.usb.AppleUSBXHCIPCI  1.0.1

    com.apple.driver.usb.AppleUSBXHCI  1.0.1

    com.apple.iokit.IOUSBFamily  900.4.1

    com.apple.iokit.IOUSBHostFamily  1.0.1

    com.apple.driver.AppleUSBHostMergeProperties  1.0.1

    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  417.2

    com.apple.iokit.IOStorageFamily  2.1

    com.apple.iokit.IOReportFamily  31

    com.apple.driver.AppleFDEKeyStore  28.30

    com.apple.driver.AppleACPIPlatform  4.0

    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 Linc Davis,Helpful

    Linc Davis Linc Davis Mar 15, 2016 4:54 PM in response to Jim Donahue
    Level 10 (207,915 points)
    Applications
    Mar 15, 2016 4:54 PM in response to Jim Donahue

    A

    Please remove the Sophos product by following the instructions on this page, and also this one, if applicable. If you have a different version, the procedure may be different.

    Back up all data before making any changes. Never install any "anti-virus" or "anti-malware" software again.

    B

    Are any peripherals connected?

  • by Jim Donahue,

    Jim Donahue Jim Donahue Mar 15, 2016 4:55 PM in response to Linc Davis
    Level 1 (22 points)
    Mar 15, 2016 4:55 PM in response to Linc Davis

    No peripherals connected.  Sophos removed and verified.  Now we'll just have to wait and see if that fixed the issue. 

    Thanks so much for your guidance.

     

    Jim

  • by Linc Davis,

    Linc Davis Linc Davis Mar 15, 2016 5:24 PM in response to Jim Donahue
    Level 10 (207,915 points)
    Applications
    Mar 15, 2016 5:24 PM in response to Jim Donahue

    Don't be surprised if you still get panics. In that case, you're dealing with a hardware fault, and the machine needs to be tested and serviced at an Apple Store.

  • by asumar,

    asumar asumar Mar 17, 2016 6:44 AM in response to Linc Davis
    Level 1 (0 points)
    Mar 17, 2016 6:44 AM in response to Linc Davis

    Thanks Linc,

    I have the same issue and am using your instructions to help solve... but, why remove the Anti-virus software?

     

    Thanks,

     

    Anwar

  • by Jim Donahue,Apple recommended

    Jim Donahue Jim Donahue Mar 17, 2016 7:04 AM in response to asumar
    Level 1 (22 points)
    Mar 17, 2016 7:04 AM in response to asumar

    Anwar,

    If you look at the code lines I pasted as instructed by Linc, you will see these two lines at the top of the kext lines... this indicates that these might well have been the cause of the kernal panic...

     

    com.sophos.kext.sav  9.4.52

    com.sophos.nke.swi  9.4.52


    Sophos is the antivirus software that was installed on my wife's laptop.     Since I removed the software she has not had any uncommanded shutdowns. 


    Jim

  • by asumar,

    asumar asumar Mar 17, 2016 7:09 AM in response to Jim Donahue
    Level 1 (0 points)
    Mar 17, 2016 7:09 AM in response to Jim Donahue

    Got it! Thanks Jim!

  • by asumar,

    asumar asumar Mar 17, 2016 6:38 PM in response to Jim Donahue
    Level 1 (0 points)
    Mar 17, 2016 6:38 PM in response to Jim Donahue

    Hey Jim,

     

    How do I get the above report for myself? My mac continues to sporadically shut down as well...

     

    Thanks,

     

    Anwar