Q: Random Black Screen Crash

Question

Jquano

Level 1 (4 points)

Notebooks

Q: Random Black Screen Crash

Hi all,

I'm the owner of a Macbook Pro Retina 15 inch Late 2013 with the Intel Iris Pro integrated graphics. I've been getting these completely random system crashes; the screen suddenly turns black with no cursor, the keyboard backlight is still lit and the fans start to rev up until the whole thing shuts off. It doesn't appear to have any pattern and has occurred multiple times when browsing, using Adobe and Microsoft Office software and even when in finder. I've already gone to the genius bar with this issue but they couldn't replicate it during their testing. They wiped the computer and told me not to restore from Time Machine but the issue is still happening. I'm tempted to take it back to the genius bar but I'm afraid it'll be a wasted trip. Has anyone else encountered this issue and if so, did you end up getting it fixed? Cheers.

EDIT: Just happened again but this time the fans turned on when the macbook lid was shut. Had to hold the power button for it to stop.

Message was edited by: Jquano

MacBook Pro with Retina display, OS X El Capitan (10.11.6), null

Posted on Jul 25, 2016 4:45 AM

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Q: Random Black Screen Crash

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by Ella Fitzgerald,

Ella Fitzgerald Jul 25, 2016 4:42 AM in response to Jquano
Level 4 (2,153 points)

iPhone

Jul 25, 2016 4:42 AM in response to Jquano

Hello, this article can help you http://www.macworld.com/article/2027920/mac-troubleshooting-how-to-handle-freeze s-and-crashes.html
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by Jquano,

Jquano Jul 25, 2016 10:46 PM in response to Ella Fitzgerald
Level 1 (4 points)

Notebooks

Jul 25, 2016 10:46 PM in response to Ella Fitzgerald

Hi Ella, thank you for your response. I've tried some of the steps before but I'll give it another shot. A lot of the steps in your linked article are not relevant!
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by OGELTHORPE,

OGELTHORPE Jul 26, 2016 4:22 AM in response to Jquano
Level 9 (52,323 points)

Mac OS X

Jul 26, 2016 4:22 AM in response to Jquano

Download and post an Etrecheck report:

http://www.etresoft.com/etrecheck

Run an Apple Hardware Test:

https://support.apple.com/en-us/HT201257

Note that an error free AHT is not conclusive.

Ciao.
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by Jquano,

Jquano Jul 31, 2016 8:47 PM in response to OGELTHORPE
Level 1 (4 points)

Notebooks

Jul 31, 2016 8:47 PM in response to OGELTHORPE

Thank you for your response.

The AHT test came back error free. The EtreCheck report is as follows:

EtreCheck version: 2.9.13 (267)
Report generated 2016-08-01 13:44:23
Download EtreCheck from https://etrecheck.com
Runtime 1:31
Performance: Excellent

Click the [Support] links for help with non-Apple products.
Click the [Details] links for more information about that line.

Problem: Other problem
Description:
Black Screen Crashing

Hardware Information: ⓘ
    MacBook Pro (Retina, 15-inch, Late 2013)
    [Technical Specifications] - [User Guide] - [Warranty & Service]
    MacBook Pro - model: MacBookPro11,2
    1 2 GHz Intel Core i7 CPU: 4-core
    8 GB RAM Not upgradeable
        BANK 0/DIMM0
            4 GB DDR3 1600 MHz ok
        BANK 1/DIMM0
            4 GB DDR3 1600 MHz ok
    Bluetooth: Good - Handoff/Airdrop2 supported
    Wireless: en0: 802.11 a/b/g/n/ac
    Battery: Health = Normal - Cycle count = 406

Video Information: ⓘ
    Intel Iris Pro
        Color LCD 2880 x 1800

System Software: ⓘ
    OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

Disk Information: ⓘ
    APPLE SSD SM0256F disk0 : (251 GB) (Solid State - TRIM: Yes)
        EFI (disk0s1) <not mounted> : 210 MB
        Macintosh HD (disk0s2) / : 250.14 GB (184.04 GB free)
        Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB

USB Information: ⓘ
    Apple Inc. Apple Internal Keyboard / Trackpad
    Apple Inc. BRCM20702 Hub
        Apple Inc. Bluetooth USB Host Controller

Thunderbolt Information: ⓘ
    Apple Inc. thunderbolt_bus

Gatekeeper: ⓘ
    Mac App Store and identified developers

System Launch Agents: ⓘ
    [not loaded]    6 Apple tasks
    [loaded]    156 Apple tasks
    [running]    76 Apple tasks

System Launch Daemons: ⓘ
    [failed]    com.apple.Kerberos.digest-service.plist
    [not loaded]    48 Apple tasks
    [loaded]    160 Apple tasks
    [running]    82 Apple tasks

Launch Agents: ⓘ
    [not loaded]    com.adobe.AAM.Updater-1.0.plist (2016-07-25) [Support]
    [running]    com.adobe.AdobeCreativeCloud.plist (2016-07-25) [Support]

Launch Daemons: ⓘ
    [running]    com.adobe.adobeupdatedaemon.plist (2016-07-25) [Support]
    [loaded]    com.adobe.agsservice.plist (2016-07-25) [Support]

User Launch Agents: ⓘ
    [loaded]    com.adobe.AAM.Updater-1.0.plist (2016-07-25) [Support]

User Login Items: ⓘ
    iTunesHelper    Application (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)
    Flux    Application (/Applications/Flux.app)
    Spectacle    Application (/Applications/Spectacle.app)

Other Apps: ⓘ
    [running]    com.adobe.CCXProcess.150752
    [running]    com.adobe.acc.AdobeDesktopService.157152.7083818A-A96A-478A-B121-F60E6B34866B
    [running]    com.adobe.accmac.149152
    [running]    com.divisiblebyzero.Spectacle.108832
    [running]    com.etresoft.EtreCheck.157792
    [running]    net.freemacsoft.AppCleaner-SmartDelete
    [running]    org.herf.Flux.80672
    [loaded]    391 Apple tasks
    [running]    198 Apple tasks

Internet Plug-ins: ⓘ
    Default Browser: 601 - SDK 10.11 (2016-07-09)
    AdobeAAMDetect: 3.0.0.0 - SDK 10.9 (2016-07-25) [Support]
    QuickTime Plugin: 7.7.3 (2016-07-09)

Safari Extensions: ⓘ
    Wipr - Giorgio Calderolla - http://giorgiocalderolla.com/ (2016-07-25)

3rd Party Preference Panes: ⓘ
    None

Time Machine: ⓘ
    Time Machine not configured!

Top Processes by CPU: ⓘ
        28%    com.apple.WebKit.WebContent(4)
        10%    Safari
         8%    WindowServer
         4%    kernel_task
         2%    fontd

Top Processes by Memory: ⓘ
    762 MB    com.apple.WebKit.WebContent(4)
    692 MB    kernel_task
    451 MB    mdworker(23)
    221 MB    Console
    172 MB    Adobe CEF Helper(3)

Virtual Memory Information: ⓘ
    1010 MB    Free RAM
    7.01 GB    Used RAM (2.63 GB Cached)
    0 B    Swap Used
Diagnostics Information: ⓘ
    Aug 1, 2016, 01:35:17 PM    Self test - passed

Thank you for your help. I am taking it to the Genius Bar again tomorrow but any help you can provide would be great!
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by leroydouglas,

leroydouglas Jul 31, 2016 9:26 PM in response to Jquano
Level 7 (23,554 points)

Notebooks

Jul 31, 2016 9:26 PM in response to Jquano

See this Repair Extension Program for Video Issues
https://www.apple.com/support/macbookpro-videoissues/

In or out of warranty you can get a free over the counter 'Apple Service Diagnostics' test and ask specifically for the VST (Video Systems Test)

Genius reservation http://www.apple.com/retail/geniusbar/

on-line https://getsupport.apple.com/GetproductgroupList.action

check warranty https://selfsolve.apple.com/agreementWarrantyDynamic.do
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by Jquano,

Jquano Jul 31, 2016 10:14 PM in response to leroydouglas
Level 1 (4 points)

Notebooks

Jul 31, 2016 10:14 PM in response to leroydouglas

I've seen that but the Late 2013 model isn't listed as an affected model. I'll bring it up tomorrow and see what they say anyway. Cheers!
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by OGELTHORPE,

OGELTHORPE Aug 1, 2016 3:55 AM in response to Jquano
Level 9 (52,323 points)

Mac OS X

Aug 1, 2016 3:55 AM in response to Jquano

There are two things that may be problematic:

freemacsoft.AppCleaner-SmartDelete
Giorgio Calderolla - http://giorgiocalderolla.com/ (2016-07-25)

Delete them and see if the problems cease.

Ciao.
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Q: Random Black Screen Crash

All replies Helpful answers

by Ella Fitzgerald,

by Jquano,

by OGELTHORPE,

by Jquano,

by leroydouglas,

by Jquano,

by OGELTHORPE,

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Helpful answers