iMac (Retina 5K, 27-inch, Late 2015) Randomly Restarts Without Errors

Well, irony of ironies, I got another while on Web Chat with Apple Support. Thanks to Kimberly, Destiny and Aaron from the Senior Support team, who reinstated my faith in humanity or at least the humanity of the Apple Support folks. I'm back to the Genius Bar next week, and will be getting a callback from the UK organisation tomorrow. Fingers crossed.

If anyone is still following this thread, I shot a video of the freeze and restart while my machine was unattended. Hopefully this will convince the Geniuses that I'm not making this stuff up...

Please forgive the quality of the video - it's an old webcam and the lighting isn't great.

https://www.youtube.com/watch?v=NnGr4GQi_DE

Nice video - was always trying to capture the restarts myself. Exactly what would happen to my machine. Clock freeze and everything. Had my Logic Board Replaced on July 26th - no random restarts since. Also upgraded the RAM last week and stable as can be.

The guy who swapped out my logic board says it is a bad BIOS. Only solution is replacing the logic board with a newer version. Send this video to the Supervisor you are assigned to - proof positive that it is a Logic Board issue like all of us. So far everyone who has had the logic board replaced has stated that it has fixed the issue.

I have the same issue and it gets worse and worse. Now it takes a few seconds after login to freeze. And the worse part of it is that I am in Romania and I could expect anything from the authorised services here... Hope they will fix it. I'll phone them on monday

I'm absolutely amazed, and a bit jealous 😉, you were able to have a tech come out. I've spoken to 5 senior Applecare techs and 2 on-site reps. to come out to a client's small business who has the exact same problem. Apparently there are no on-site techs available in all of the Washington D.C. / Baltimore area. 😕

So it's been a while since I last posted.

In that time I had my imac collected after refusing to take it in myself (why should I?)

It was then collected from my house , taken away for two weeks (this being the second time) and had the logic board replaced. I got it back yesterday had it on for 15mins boom restarts again even after a logic board change.

I had provided multiple video evidence of the restarts plus the logs which got them to chnage the board

But unfortunately it's not worked for me....

My imac also came back with a different serial number ???

So after phoning them straight away to tell them thier fix had not worked it's now being collected again from my house.

So now after being opened three times its going back to be opened again! I've thus paid full price for a now refurbished Imac, and I'm not willing to accept that.

I will post as to what happens next when I speak to the advisor today.

#product recall.

In Romania, I am lucky to have a service in my city!!!

Latest Apple products are kind of faulty... hope the new macbooks pro are better since they have been working on them for 2 years

I have friends with Macbook Air problems and I just read an article about iPhone 6 problems

Anyone who has had a logic board replaced: Are you ever going to update your iMac again? Or are you afraid like I am that something catastrophic will happen again like after the 10.11.4/10.11.5 updates? Do you think the new logic board doesn't have the same fault that led to the random shutdowns like before?

I am totally leery of updating my iMac 5k. Way back in the late years of OS9 and early days of OSX (now Mac OS), every once in awhile an update would carry some form of problem, but it was usually a software issue, not a systematic hardware failure.

What bothers me about this is that Apple has now designed their OS and their iOS (where you cannot turn off notifications) to constantly prompt users to upgrade, all while knowing there's a possibility those updates could brick a machine/device.

At this stage, the iMac 5k for me is a work (not a surfing the internet) machine, so it will stay where it is until I am forced to upgrade or my Adobe software offers an upgrade worth taking a chance on.

There are probably non-Apple techs available like mine. He just worked at a local computer store but was certified to fix Apple computers - he had 19 years of experience - probably more than most at the "Genius Bar." I find it hard to believe that they don't have anyone to send in the D.C. area...

I just send my Supervisor a simple e-mail "Can I have someone come out to my house and replace my Logic Board?"

He responded a few hours later with, "Yes. I will need your address."

It was pretty cool. My opinion of Apple did a 180 from that point. I love Apple now 🙂 They are the Best 🙂 1984 😉

No random restarts since new Logic Board, been over 30 days now. I feel I am out of the woods now.

I am afraid to update my Mac OS, so 10.11.5 is where it will stay.

Well, the latest trip to the Genius Bar has resulted in a hardware repair - finally!

But to my disappointment they have decreed that a power supply replacement is called for... not the logic board. And it's not a part they have in stock. Anti climax.

I fear I'm likely to be on this thread for another round, but fingers crossed I guess. If this doesn't fix it, I'll be abandoning the Apple Warranty and taking the Consumer Rights Act 2015 approach instead.

It's been four months, two Genius Bar "vacations", and more calls than I care to remember already. I think I've done more than a reasonable amount of trying to replicate the problem, providing video evidence, log extracts, rebuilding the machine from scratch.

It seems that I get the logic board replacement. No questions asked, they know by now.

Oh Happy Day! The Apple Store rang, and after replacing the power supply, some other anomalies were noticed with the graphics elements of the main logic board, so now they are, FINALLY, going to replace the MLB - and I should have my machine back sometime next week.

It's been a long road, but I hope I'll also be able to put this problem to bed once and for all, as with most of you on this thread - thanks for all the support and encouragement!

Good luck to those still negotiating with Apple on this issue...

I have been having that annoying random Freeze and restart no matter what application I'm using since March. I also bought my iMac Retina 5k, 27inch, late 2015) 3.3 GHz Intel Core i5, Memory: 8 GB 1867 MHz DDR3, Graphics: AMD Radeon R9 M395 2048 MB at Best Buy. I already tried all the solution by apple support. I even erased my hard drive and clean install OS X 2 times and still happens after a few hours or days. Today I'm seeing the Genius Bar. Wish me luck guys. I'm so frustrated with this problem for a long time.