Noaman97

Q: Macbook Pro 2015 System Crash

Hello,

 

My Macbook Pro 2015 13" with Retina Display which was manufactured less than a year ago keeps freezing completely. It is all up to date and I reinstalled El Capitan for a second time but that didn't work. The trackpad stops working as well and there is nothing to do except to force shut down by pressing the power button for some seconds. I know that this is very risky and I really want it to stop. The problem is that even though my AppleCare isn't expired, I don't live where AppleStores are available.

 

Please help.

 

 

Thank you

MacBook Pro with Retina display, OS X El Capitan (10.11.4)

Posted on Apr 23, 2016 11:10 AM

Close

Q: Macbook Pro 2015 System Crash

  • All replies
  • Helpful answers

  • by Linc Davis,Solvedanswer

    Linc Davis Linc Davis Apr 23, 2016 11:44 AM in response to Noaman97
    Level 10 (208,000 points)
    Applications
    Apr 23, 2016 11:44 AM in response to Noaman97

    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.

    Step 1

    For this step, the title of the Console window should be All Messages. If it isn't, select

              SYSTEM LOG QUERIES All Messages

    from the log list on the left. If you don't see that list, select

              View Show Log List

    from the menu bar at the top of the screen.

    In the top right corner of the Console window, there's a search box labeled Filter. Enter "BOOT_TIME" (without the quotes.)

    Each message in the log begins with the date and time when it was entered. Select the BOOT_TIME log message that corresponds to the last boot time when you had the problem. Now clear the search box to reveal all messages. Select the ones logged before the boot, during the time something abnormal was happening. Copy them to the Clipboard by pressing the key combination command-C. Paste into a reply to this message by pressing command-V.

    For example, if the system was unresponsive or was failing to shut down for three minutes before you forced a restart, post the messages timestamped within three minutes before the boot time, not after. Please include the BOOT_TIME message at the end of the log extract—not at the beginning.

    If there are long runs of repeated messages, please post only one example of each. Don’t post many repetitions of the same message.

    When posting a log extract, be selective. A few dozen lines are almost always more than enough.

    Some private information, such as your name, may appear in the log. Anonymize before posting.

    Please don't indiscriminately dump thousands of lines from the log into this discussion.

    Please don't post screenshots of log messages—post the text.

    Step 2

    In the Console window, select

              DIAGNOSTIC AND USAGE INFORMATION System Diagnostic Reports

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

              View 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 crash report has a name that begins with the name of the crashed process and ends in ".crash". A panic report has a name that begins with "Kernel" and ends in ".panic". A shutdown stall report has a name that ends in ".shutdownstall". Select the most recent of each, if any. The contents of the report will appear on the right. Use copy and paste to post the entire contents—the text, not a screenshot. It's possible that none of these reports exists.

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

    If you don't see any reports listed, but you know there was a crash or 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—they're very long and rarely helpful.

    When you post the log extract or the crash 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 OGELTHORPE,

    OGELTHORPE OGELTHORPE Apr 23, 2016 11:47 AM in response to Noaman97
    Level 9 (52,516 points)
    Mac OS X
    Apr 23, 2016 11:47 AM in response to Noaman97

    Check if your MBP had a kernel panic and if so, log and post it:

     

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

     

    Also download and post an Etrecheck report:

     

    http://www.etresoft.com/etrecheck

     

    Ciao.

  • by Noaman97,

    Noaman97 Noaman97 Apr 23, 2016 12:31 PM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Apr 23, 2016 12:31 PM in response to Linc Davis

    Dear Linc,

     

    Thank you so much for this reply! Here is what I got:

     

    Step 1:

     

    4/23/16 8:42:21.000 PM kernel[0]: Sandbox: com.apple.speech(537) deny(1) file-read-data /Applications/Utilities/VoiceOver Utility.app

    4/23/16 8:42:21.000 PM kernel[0]: Sandbox: com.apple.speech(537) deny(1) file-read-data /Applications/Utilities/VoiceOver Utility.app/Contents/MacOS/VoiceOver Utility

    4/23/16 8:42:21.000 PM kernel[0]: Sandbox: com.apple.speech(537) deny(1) mach-lookup com.apple.lsd.modifydb

    4/23/16 8:42:21.732 PM com.apple.speech.speechsynthesisd[537]: LaunchServices: disconnect event received for service com.apple.lsd.modifydb

    4/23/16 8:42:21.732 PM com.apple.speech.speechsynthesisd[537]: _RegisterApplication(), FAILED TO establish the default connection to the WindowServer, _CGSDefaultConnection() is NULL.

    4/23/16 8:42:39.645 PM fontd[271]: BUG in libdispatch client: dispatch_mig_server: mach_msg() failed (ipc/send) invalid memory - 0x1000000c

    4/23/16 8:42:44.207 PM com.apple.WebKit.WebContent[536]: [20:42:44.207] FigFileForkOpenMainByCFURL signalled err=35 (errno) (open failed) at /Library/Caches/com.apple.xbs/Sources/CoreMedia_frameworks/CoreMedia-1731.15.20 2/Sources/Platform/Darwin/DarwinFile.c line 456

    4/23/16 8:42:44.208 PM com.apple.WebKit.WebContent[536]: [20:42:44.208] <<<< FigFile >>>> FigFileForkOpenMainByCFURL: opening url "file:///var/folders/fp/rzc41vjx5dx77hhj3k_kfltr0000gn/T//MediaCache/CachedMedi a-TKpsAc", path "/var/folders/fp/rzc41vjx5dx77hhj3k_kfltr0000gn/T//MediaCache/CachedMedia-TKpsA c" options 0x00000480 failed errno 35 Resource temporarily unavailable

    4/23/16 8:42:44.211 PM com.apple.WebKit.WebContent[536]: [20:42:44.211] FigFileForkOpenMainByCFURL signalled err=35 (errno) (open failed) at /Library/Caches/com.apple.xbs/Sources/CoreMedia_frameworks/CoreMedia-1731.15.20 2/Sources/Platform/Darwin/DarwinFile.c line 456

    4/23/16 8:42:44.211 PM com.apple.WebKit.WebContent[536]: [20:42:44.211] <<<< FigFile >>>> FigFileForkOpenMainByCFURL: opening url "file:///var/folders/fp/rzc41vjx5dx77hhj3k_kfltr0000gn/T//MediaCache/CachedMedi a-AXxRpt", path "/var/folders/fp/rzc41vjx5dx77hhj3k_kfltr0000gn/T//MediaCache/CachedMedia-AXxRp t" options 0x00000480 failed errno 35 Resource temporarily unavailable

    4/23/16 8:42:44.583 PM com.apple.WebKit.WebContent[536]: [20:42:44.583] <<<< Boss >>>> figPlaybackBossPrerollCompleted: unexpected preroll-complete notification

    4/23/16 8:42:44.587 PM com.apple.WebKit.WebContent[536]: [20:42:44.587] FigAgglomeratorSetObjectForKey signalled err=-16020 (kFigStringConformerError_ParamErr) (NULL key) at /Library/Caches/com.apple.xbs/Sources/CoreMedia/CoreMedia-1731.15.202/Prototype s/LegibleOutput/FigAgglomerator.c line 92

    4/23/16 8:43:13.179 PM LookupViewService[522]: Error in CoreDragRemoveTrackingHandler: -1856

    4/23/16 8:43:13.179 PM LookupViewService[522]: Error in CoreDragRemoveReceiveHandler: -1856

    4/23/16 8:43:14.674 PM WindowServer[168]: Surface testing disallowed updates for 10 sequential attempts...

    4/23/16 8:43:14.679 PM WindowServer[168]: Surface test allowed updates after 10 attempts (40 ms)

    4/23/16 8:43:21.504 PM com.apple.WebKit.WebContent[466]: [20:43:21.504] <<<< IQ-CA >>>> piqca_setUsePreQueue: (0x7fcc291ae400) rejecting report of layer being serviced - IQ has not yet begun to update

    4/23/16 8:43:21.504 PM com.apple.WebKit.WebContent[466]: [20:43:21.504] FigAgglomeratorSetObjectForKey signalled err=-16020 (kFigStringConformerError_ParamErr) (NULL key) at /Library/Caches/com.apple.xbs/Sources/CoreMedia/CoreMedia-1731.15.202/Prototype s/LegibleOutput/FigAgglomerator.c line 92

    4/23/16 8:43:30.166 PM com.apple.WebKit.WebContent[466]: [20:43:30.166] <<<< Boss >>>> figPlaybackBossPrerollCompleted: unexpected preroll-complete notification

    4/23/16 8:43:30.201 PM com.apple.WebKit.WebContent[466]: [20:43:30.201] FigAgglomeratorSetObjectForKey signalled err=-16020 (kFigStringConformerError_ParamErr) (NULL key) at /Library/Caches/com.apple.xbs/Sources/CoreMedia/CoreMedia-1731.15.202/Prototype s/LegibleOutput/FigAgglomerator.c line 92

    4/23/16 8:43:30.203 PM com.apple.WebKit.WebContent[466]: [20:43:30.203] <<<< Boss >>>> figPlaybackBossPrerollCompleted: unexpected preroll-complete notification

    4/23/16 8:43:33.859 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 8 bytes @ 0 took 0.739387 sec. to complete, 1 reads >= 0.5 sec.

    4/23/16 8:43:36.724 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 8 bytes @ 563290 took 2.865026 secs. to complete, 1 reads >= 1 sec.

    4/23/16 8:43:39.017 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 8 bytes @ 1277862 took 2.293002 secs. to complete, 2 reads >= 1 sec.

    4/23/16 8:43:40.943 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 280424 bytes @ 1250 took 1.925474 secs. to complete, 3 reads >= 1 sec.

    4/23/16 8:43:43.663 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 140776 bytes @ 281722 took 2.719076 secs. to complete, 4 reads >= 1 sec.

    4/23/16 8:43:44.852 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 140776 bytes @ 422514 took 1.188413 secs. to complete, 5 reads >= 1 sec.

    4/23/16 8:43:46.043 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 369096 bytes @ 565658 took 1.189762 secs. to complete, 6 reads >= 1 sec.

    4/23/16 8:43:46.000 PM kernel[0]: Limiting closed port RST response from 269 to 250 packets per second

    4/23/16 8:43:46.771 PM com.apple.WebKit.WebContent[466]: <<<< FigByteStream >>>> FigByteStreamStatsLogOneRead: ByteStream read of 202296 bytes @ 934774 took 0.727276 sec. to complete, 8 reads >= 0.5 sec.

    4/23/16 8:43:46.958 PM com.apple.WebKit.WebContent[466]: [20:43:46.958] <<<< Boss >>>> figPlaybackBossPrerollCompleted: unexpected preroll-complete notification

    4/23/16 8:43:51.959 PM com.apple.WebKit.WebContent[466]: <<<< VT-DS >>>> VTDecompressionSessionWaitForAsynchronousFrames: WARNING: waited 5 seconds for video decoder to complete asynchronous frames; maybe it is stuck or has a buggy path that does not complete a frame?

    4/23/16 8:44:22.710 PM watchdogd[232]: [watchdog_daemon] @(_wd_daemon_service_thread) - service (com.apple.WindowServer) reported as unresponsive

    4/23/16 8:44:22.000 PM syslogd[48]: ASL Sender Statistics

    4/23/16 8:44:44.000 PM bootlog[0]: BOOT_TIME 1461433484 0

     

     

     

     

    Step 2:

     

    I made sure I was looking at the right place and there were no such reports. Only reports ending with .diag and .hang were there. However, I am also certain that my mac is completely freezing when this happens.

     

     

     

    Again, thank you for this!

  • by Linc Davis,

    Linc Davis Linc Davis Apr 23, 2016 12:40 PM in response to Noaman97
    Level 10 (208,000 points)
    Applications
    Apr 23, 2016 12:40 PM in response to Noaman97

    The problem may be caused by a bug in OS X, triggered by "Flash Player."

    If Flash is installed and you haven't already done so, please update to the latest version by opening the Flash Player pane in System Preferences and selecting the Updates tab.

    If Flash is already up to date, or if the update doesn't solve the problem, open the Safari preferences window and select the Security tab. Uncheck the box marked

              Allow Plug-ins

    See whether there's an improvement.

    You can watch videos on YouTube and some other sites without using Flash by installing the "ClickToFlash" or "ClickToPlugin" Safari extension. That's not an endorsement. You must always do your own research to determine the safety and effectiveness of any third-party software before using it.

  • by Noaman97,

    Noaman97 Noaman97 Apr 23, 2016 12:55 PM in response to Linc Davis
    Level 1 (8 points)
    Desktops
    Apr 23, 2016 12:55 PM in response to Linc Davis

    It seems that Flash wan't updated, that's probably the solution. I hope this doesn't happen again. Again, thank you for your help!