New MacBook 2016 freezes often

Question

New MacBook 2016 freezes often

I bought this new MacBook 2016 a few months ago and it is running all the latest OS X patches. I usually keep open Mail, Chrome, Evernote and Safari. Often, at least twice a week or more, this MB freezes. I could be browsing on Safari or reading emails when suddenly the trackpad jams and the cursor disappears.

I removed most of the apps loading at startup to keep only Avira and 1PW. Still it jams for no apparent reason.

Each time at reboot the system asks to send the diags to Apple and I write a short text explaining what I was doing.

I'm wondering if anybody else runs into these kinds of issues where the black screen of death appears or the trackpad blocks.

OS X Yosemite (10.10.2)

Posted on Sep 5, 2016 12:52 PM

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Answer 1

Sep 5, 2016 12:54 PM in response to Jean M. Feuillet

That sounds like a serious problem. My suggestion is to call your local Apple Store and make an appointment to have them check it out for you.

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Answer 2

Sep 6, 2016 12:42 PM in response to Jean M. Feuillet

It sounds like it's too easy to be right, but I will say that the experience with a number of different anti-virus programs (Avira in your case) is that there are many problems created by anti-virus programs and minimal or no benefit.

I would try removing all traces of Avira including invisible, present on startup, scanning activities and observe for a while.

You can get a good view of your MacBook's state by getting and running EtreCheck from EtreSoft at http://etrecheck.com/#about

You can post the results here if you want help in interpreting them.

I certainly agree with Alan Eckert that this may be a problem best solved at the Apple Store.

Good luck.

W R Glendon

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Answer 3

John Galt

Level 10

156,278 points

Sep 6, 2016 12:42 PM in response to Jean M. Feuillet

Each time at reboot the system asks to send the diags to Apple and I write a short text explaining what I was doing.

Should it occur again, copy the entire text of the report and post it in a reply to this Discussion. From the symptoms you describe though, it sounds like a hardware problem only Apple will be able to fix.

Get rid of "Avira". To do that, use its uninstaller program. It can be found in your Mac's Utilities folder, unless you moved or deleted it.

Beware that its uninstallation utility is only marginally effective, a typical characteristic of garbage software. The following files and folders will require manual removal:

~/Library/Application Support/Avira

/Library/Application Support/Avira

~/Library/Saved Application State/com.avira.uninstall.savedState

~/Library/Saved Application State/com.avira.controlcenter.savedState

/var/log/com.avira.helper.watchdox.log

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Answer 4

Sep 6, 2016 12:44 PM in response to John Galt

I removed Avira. Would you suggest an AV that works well with MB? On my iMac, I have Avira running and never had such problems as trackpad lockups or the black screen of death.

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Answer 5

JimmyCMPIT

Level 7

29,306 points

Sep 6, 2016 1:01 PM in response to Jean M. Feuillet

None,

avoid mac Anti-Virus solutions, the findings here are they cause more problems then they claim to fix and they have never been faced with an actual mac virus. further they have nothing near to the development history and man-hours and man-power used to create Windows AV products. As a result Mac AV products can be incompatible with OS X causing crashes and kernel panics when they are not interfering with the OS.

The best defense is to keep your mac up-to-date with securities patches and system updates, and not to use a Mac AV product, not even to protect your PC's as they already should have AV and it's light years more flexible than anything on the mac.

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Answer 6

Sep 6, 2016 1:03 PM in response to W. Richard Glendon

Here's the latest diagnostic report from EtreCheck about the kernel failure. I don't know if this would tell you anything, but that's what Apple received two days ago. I have now removed Avira from this MB.

Thank you for your help,

Jean Feuillet

Anonymous UUID: 0F0C6EB8-225C-2D33-41AC-1786CADC08C0

Sun Sep 4 03:18:00 2016

*** Panic Report ***
panic(cpu 0 caller 0xffffff801b5ce6fa): Kernel trap at 0xffffff801b98cb1c, type 14=page fault, registers:
CR0: 0x000000008001003b, CR2: 0xffffff804a6b7910, CR3: 0x000000001e86e000, CR4: 0x00000000003627e0
RAX: 0x0000000000000000, RBX: 0xffffff803b5c6eb0, RCX: 0xffffff804a6b7908, RDX: 0xffffff803b5c6eb8 RSP: 0xffffff8125f83ea0, RBP: 0xffffff8125f83ee0, RSI: 0x00000000269fb200, RDI: 0xffffff80426b78a8
R8: 0x0000000000000004, R9: 0xffffff8042c94540, R10: 0x0000000000000000, R11: 0x0000392152011751 R12: 0xffffff80426b78a8, R13: 0xffffff80426b78a0, R14: 0xffffff80426b78a0, R15: 0xffffff803b5c6ef8
RFL: 0x0000000000010246, RIP: 0xffffff801b98cb1c, CS: 0x0000000000000008, SS: 0x0000000000000010
Fault CR2: 0xffffff804a6b7910, Error code: 0x0000000000000000, Fault CPU: 0x0, PL: 1

Backtrace (CPU 0), Frame : Return Address 0xffffff8125f83b30 : 0xffffff801b4dab52 0xffffff8125f83bb0 : 0xffffff801b5ce6fa 0xffffff8125f83d90 : 0xffffff801b5ec563 0xffffff8125f83db0 : 0xffffff801b98cb1c 0xffffff8125f83ee0 : 0xffffff801b98fc73 0xffffff8125f83f00 : 0xffffff801b50f2da 0xffffff8125f83fb0 : 0xffffff801b5c9117

BSD process name corresponding to current thread: kernel_task

Mac OS version:

15G1004

Kernel version:
Darwin Kernel Version 15.6.0: Mon Aug 29 20:21:34 PDT 2016; root:xnu-3248.60.11~1/RELEASE_X86_64
Kernel UUID: E349749B-3303-3DDF-959C- B5885A0E1F6E
Kernel slide: 0x000000001b200000
Kernel text base: 0xffffff801b400000
__HIB text base: 0xffffff801b300000
System model name: MacBook9,1 (Mac-9AE82516C7C6B903)

System uptime in nanoseconds: 62815272568850 last loaded kext at 58004885253273: com.apple.driver.CoreStorageFsck 517.50.1 (addr 0xffffff7f9e029000, size 102400)

last unloaded kext at 58367015261743: com.apple.iokit.SCSITaskUserClient 3.7.7 (addr 0xffffff7f9e01a000, size 28672)
loaded kexts:

com.adguard.nfext 4 com.avira.kext.FileAccessControl 1.2.2 com.AmbrosiaSW.AudioSupport 4.1.4 com.apple.driver.AudioAUUC 1.70 com.apple.driver.AGPM 110.22.0 com.apple.driver.ApplePlatformEnabler 2.6.0d0 com.apple.driver.X86PlatformShim 1.0.0 com.apple.filesystems.autofs 3.0 com.apple.driver.AppleOSXWatchdog 1 com.apple.driver.AppleGraphicsDevicePolicy 3.12.7 com.apple.driver.AppleUpstreamUserClient 3.6.1 com.apple.driver.AppleHDA 274.12 com.apple.driver.pmtelemetry 1 com.apple.iokit.IOUserEthernet 1.0.1 com.apple.iokit.IOBluetoothSerialManager com.apple.Dont_Steal_Mac_OS_X 7.0.0 com.apple.driver.AppleIntelPCHPMC 1.1

4.4.6f1

com.apple.driver.AppleIntelSKLGraphics 10.1.4 com.apple.driver.AppleHV 1 com.apple.driver.AppleIntelSlowAdaptiveClocking 4.0.0 com.apple.driver.AppleIntelSKLGraphicsFramebuffer 10.1.4

com.apple.driver.AppleCameraInterface 5.46.0 com.apple.driver.AppleSMCLMU 208 com.apple.driver.AppleBacklight170.8.9 com.apple.driver.AppleMCCSControl 1.2.13 com.apple.AppleFSCompression.AppleFSCompressionTy peDataless 1.0.0d1 com.apple.AppleFSCompression.AppleFSCompressionTy peZlib 1.0.0

com.apple.BootCache 38 com.apple.driver.AppleTopCaseHIDEventDriver 86 com.apple.driver.AirPort.Brcm4360 1040.1.1a6 com.apple.driver.AppleSmartBatteryManager 161.0.0 com.apple.driver.AppleACPIButtons 4.0 com.apple.driver.AppleRTC 2.0 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.iokit.IOSCSIBlockCommandsDevice com.apple.iokit.IOUSBMassStorageDriver1.0.0 com.apple.driver.usb.cdc 5.0.0 com.apple.driver.usb.AppleUSBHostCompositeDevice 1.0.1
com.apple.driver.usb.AppleUSBHub 1.0.1 com.apple.kext.triggers 1.0 com.apple.iokit.IOBluetoothHostControllerUARTTranspo rt 4.4.6f1
com.apple.driver.DspFuncLib 274.12 com.apple.kext.OSvKernDSPLib 525 com.apple.iokit.IOBluetoothFamily 4.4.6f1 com.apple.iokit.IOSurface 108.2.3

3.7.7

com.apple.driver.CoreCaptureResponder 1 com.apple.driver.AppleHDAController 274.12 com.apple.iokit.IOHDAFamily 274.12 com.apple.iokit.IOAudioFamily 204.4 com.apple.vecLib.kext 1.2.0 com.apple.iokit.IOSlowAdaptiveClockingFamily com.apple.AppleGraphicsDeviceControl 3.12.8 com.apple.iokit.IOAcceleratorFamily2 205.11 com.apple.driver.AppleGraphicsControl 3.12.8 com.apple.driver.X86PlatformPlugin 1.0.0 com.apple.driver.IOPlatformPluginFamily 6.0.0d7 com.apple.driver.AppleIntelLpssUARTv1 2.0.60 com.apple.driver.AppleIntelLpssUARTCommon 2.0.60

1.0.0

com.apple.iokit.IOSerialFamily 11 com.apple.driver.AppleBacklightExpert 1.1.0 com.apple.iokit.IONDRVSupport 2.4.1 com.apple.driver.AppleSMC 3.1.9 com.apple.driver.AppleSMBusController 1.0.14d1 com.apple.iokit.IOGraphicsFamily 2.4.1 com.apple.iokit.IOSCSIArchitectureModelFamily com.apple.driver.usb.networking 5.0.0 com.apple.driver.CoreStorage 517.50.1 com.apple.driver.AppleHIDKeyboard 181 com.apple.driver.AppleMultitouchDriver 304.12 com.apple.driver.AppleHIDTransport 5 com.apple.driver.AppleHSSPIHIDDriver 43 com.apple.driver.AppleHSSPISupport 43 com.apple.iokit.IO80211Family 1110.26 com.apple.driver.mDNSOffloadUserClient1.0.1b8 com.apple.iokit.IONetworkingFamily 3.2 com.apple.driver.corecapture 1.0.4 com.apple.driver.AppleIntelLpssSpiController 2.0.60 com.apple.iokit.IONVMeFamily 1.2.0 com.apple.driver.AppleHPM 2.0.6 com.apple.iokit.IOThunderboltFamily 6.0.2 com.apple.driver.AppleIntelLpssI2CController 2.0.60 com.apple.driver.AppleIntelLpssDmac 2.0.60

3.7.7

com.apple.driver.AppleIntelLpssI2C 2.0.60 com.apple.driver.AppleIntelLpssGspi 2.0.60 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.AppleMobileFileIntegrity1.0.5 com.apple.driver.AppleCredentialManager 1.0 com.apple.driver.DiskImages 417.4 com.apple.iokit.IOStorageFamily2.1 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.pthread 1

com.apple.kec.corecrypto 1.0 com.apple.kec.Libm 1

System Profile:
Bluetooth: Version 4.4.6f1 17910, 3 services, 18 devices, 1 incoming serial ports
Memory Module: BANK 0/DIMM0, 4 GB, LPDDR3, 1867 MHz, 0x80CE, 0x4B33514634463430424D2D41474346202020 Memory Module: BANK 1/DIMM0, 4 GB, LPDDR3, 1867 MHz, 0x80CE, 0x4B33514634463430424D2D41474346202020
USB Device: USB 3.0 Bus
USB Device: USB3.0 Hub

USB Device: P9227 Slim
USB Device: USB2.0 Hub
USB Device: USB-C Digital AV Multiport Adapter Thunderbolt Bus:
Model: MacBook9,1, BootROM MB91.0154.B05, 2 processors, Intel Core m7, 1.3 GHz, 8 GB, SMC 2.35f101 Graphics: Intel HD Graphics 515, Intel HD Graphics 515, Built-In
Network Service: Wi-Fi, AirPort, en0
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x158), Broadcom BCM43xx 1.0 (7.21.95.175.1a6)

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Answer 7

John Galt

Level 10

156,278 points

Sep 6, 2016 1:06 PM in response to Jean M. Feuillet

As I wrote, it's probably a hardware problem that only Apple will be able to fix. You should still get rid of "Avira". It remains present, according the kernel panic report you just posted. As long as it remains present your Mac cannot be expected to operate properly.

Would you suggest an AV that works well with MB?

Please read Effective defenses against malware and other threats.

Altering OS X will increase its potential exposure to threats of various descriptions. Self-appointed "computer security" product developers claiming they know how to protect Macs better than the company that designed and built them ought to be regarded with suspicion, if not outright derision.

During my testing of several such products, "Avira" in particular claimed to find "security issues" on a brand new and unaltered Mac, offering to fix things that aren't broken. Apple does not ship Macs in need of that kind of help.

Selling computer security — as a product "in a box" so to speak — is a fraud perpetrated on unsophisticated Mac users. Don't be one of them.

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Answer 8

JimmyCMPIT

Level 7

29,306 points

Sep 6, 2016 1:07 PM in response to Jean M. Feuillet

that's not an etrecheck report, that's a system log from a crash I'm guessing

www.etrecheck.com

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Answer 9

Sep 6, 2016 1:25 PM in response to JimmyCMPIT

Here's the EtreCheck report:

EtreCheck version: 3.0.3 (307)
Report generated 2016-09-06 15:49:46
Download EtreCheck from https://etrecheck.comRuntime 1:52
Performance: Excellent

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

Problem: Computer is restarting Description: Black screen of death and trackpad lockups

Hardware Information: MacBook (Retina, 12-inch, Early 2016) [Technical Specifications] - [User Guide] - [Warranty & Service] MacBook - model: MacBook9,1
1 1.3 GHz Intel Core m7 CPU: 2-core
8 GB RAM Not upgradeable

BANK 0/DIMM0
4 GB LPDDR3 1867 MHz ok

BANK 1/DIMM0
4 GB LPDDR3 1867 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported Wireless: en0: 802.11 a/b/g/n/ac
Battery: Health = Normal - Cycle count = 22

Video Information: Intel HD Graphics 515

Color LCD 2880 x 1800

System Software: OS X El Capitan 10.11.6 (15G1004) - Time since boot: less than an hour

Disk Information: APPLE SSD AP0512J disk0 : (500.28 GB) (Solid State - TRIM: Yes)

EFI (disk0s1) <not mounted> : 315 MB

Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB

Idefix (disk1) / : 498.97 GB (296.34 GB free) Encrypted AES-XTS Unlocked
Core Storage: disk0s2 499.31 GB Online

USB Information: Apple Inc. USB3.0 Hub Apple Inc. USB2.0 Hub

Apple Inc. USB-C Digital AV Multiport Adapter

Gatekeeper: Mac App Store and identified developers

Kernel Extensions: /Applications/Adguard.app

[loaded] com.adguard.nfext (1.0.4 - SDK 10.11 - 2016-07-12) [Support] /Applications/EarthVPN.app

[not loaded] [not loaded] [not loaded] [not loaded]

com.chungwasoft.Shimo.tap (1.1 - 2016-08-03) [Support] com.chungwasoft.Shimo.tun (1.1 - 2016-08-03) [Support] net.tunnelblick.tap (20111101 (Tunnelblick build 3576) - 2016-08-03) [Support] net.tunnelblick.tun (20111101 (Tunnelblick build 3576) - 2016-08-03) [Support]

/Library/Extensions

[loaded] com.AmbrosiaSW.AudioSupport (4.1.4 - SDK 10.11 - 2016-09-06) [Support] /System/Library/Extensions

[not loaded] com.tomtom.driver.UsbEthernetGadget (1.0.0d1 - 2016-09-02) [Support]

System Launch Agents: [not loaded] 7 Apple tasks [loaded] 159 Apple tasks [running] 72 Apple tasks

System Launch Daemons: [not loaded] 45 Apple tasks [loaded] 156 Apple tasks [running] 89 Apple tasks

Launch Agents:

[running] [running] [running] [loaded] [loaded]

com.bjango.istatmenusagent.plist (2016-07-25) [Support] com.bjango.istatmenusnotifications.plist (2016-07-25) [Support] com.bjango.istatmenusstatus.plist (2016-07-25) [Support]

com.google.keystone.agent.plist (2016-07-11) [Support] org.gpgtools.Libmacgpg.xpc.plist (2016-06-28) [Support]

[loaded] [loaded] [loaded] [running] [loaded]

org.gpgtools.gpgmail.enable-bundles.plist (2015-03-08) [Support] org.gpgtools.gpgmail.patch-uuid-user.plist (2015-03-08) [Support] org.gpgtools.macgpg2.fix.plist (2015-03-08) [Support]

org.gpgtools.macgpg2.shutdown-gpg-agent.plist (2015-03-08) [Support] org.gpgtools.updater.plist (2016-05-17) [Support]

Launch Daemons:

[loaded] [loaded] [running] [loaded] [running] [loaded]

com.adobe.fpsaud.plist (2016-06-28) [Support] com.ambrosiasw.ambrosiaaudiosupporthelper.daemon.plist (2015-09-11) [Support]

com.bjango.istatmenusdaemon.plist (2016-07-25) [Support] com.google.keystone.daemon.plist (2016-08-31) [Support]

com.objective-see.ransomwhere.plist (2016-05-24) [Support] org.gpgtools.gpgmail.patch-uuid.plist (2015-03-08) [Support]

User Launch Agents: [running] com.c-command.SpamSieve.LaunchAgent.plist (2016-09-05) [Support]

User Login Items: iTunesHelper Application Hidden (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app) Adguard Application Hidden (/Applications/Adguard.app)
CuteClips3 Application Hidden (/Applications/CuteClips3.app)
MailButler Application Hidden (/Applications/MailButler.app)
EvernoteHelper Application Hidden (/Applications/Evernote.app/Contents/Library/LoginItems/

EvernoteHelper.app)
1Password Helper URL SMLoginItem (/Applications/1Password.app/Contents/Library/LoginItem

2BUA8C4S2C.com.agilebits.onepassword-osx-helper.app)

Internet Plug-ins: Flip4Mac WMV Plugin: 3.3.7.3 - SDK 10.7 (2016-05-23) [Support]

FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-12) [Support] QuickTime Plugin: 7.7.3 (2016-07-18)
Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-12) [Support] Default Browser: 601 - SDK 10.11 (2016-07-18) PepperFlashPlayer: 22.0.0.209 - SDK 10.6 (2016-07-12) [Support] Google Earth Web Plug-in: 7.1 (2016-06-16) [Support]

Silverlight: 5.1.50428.0 - SDK 10.6 (2016-07-04) [Support]

Safari Extensions: 1Password - AgileBits - https://agilebits.com/onepassword(2016-08-25)
Blur - Abine, the online privacy company. - https://www.abine.com(2016-08-25)

s

Evernote Web Clipper - Evernote Corp. - http://evernote.com(2016-08-21)

3rd Party Preference Panes: Flash Player (2016-06-28) [Support] Flip4Mac WMV (2016-05-23) [Support] GPGPreferences (2016-07-07) [Support]

Time Machine: Skip System Files: NO Mobile backups: ON
Auto backup: YES Volumes being backed up:

Idefix: Disk size: 498.97 GB Disk used: 202.63 GB Destinations:

Minidix [Local]
Total size: 999.50 GB
Total number of backups: 57 Oldest backup: 5/15/16, 9:47 AM Last backup: 9/5/16, 3:11 PM Size of backup disk: Adequate

Backup size 999.50 GB > (Disk used 202.63 GB X 3)

Top Processes by CPU: 18% mdworker(25) 15% mds

5% parentalcontrolsd 5% WindowServer 4% kernel_task

Top Processes by Memory:

726 MB 410 MB 254 MB 123 MB 106 MB

kernel_task mdworker(25) Adguard Finder

Dock

Virtual Memory Information: 3.85 GB Free RAM
4.14 GB Used RAM (1.70 GB Cached) 0 B Swap Used

Diagnostics Information:

Sep 6, 2016, 03:46:19 PM Self test - passed

Sep 5, 2016, 03:20:49 PM /Library/Logs/DiagnosticReports/ WindowServer_2016-09-05-152049_[redacted].crash

/System/Library/Frameworks/CoreGraphics.framework/Versions/A/Resources/WindowSer ver Sep 4, 2016, 04:39:48 AM /Library/Logs/DiagnosticReports/

backupd_2016-09-04-043948_[redacted].cpu_resource.diag [Details] /System/Library/CoreServices/backupd.bundle/Contents/Resources/backupd

Sep 4, 2016, 03:18:01 AM /Library/Logs/DiagnosticReports/ Kernel_2016-09-04-031801_[redacted].panic [Details]

Aug 29, 2016, 08:26:48 AM /Library/Logs/DiagnosticReports/ Kernel_2016-08-29-082648_[redacted].panic [Details]

Aug 28, 2016, 09:01:09 AM /Library/Logs/DiagnosticReports/ Kernel_2016-08-28-090109_[redacted].panic [Details]

Aug 27, 2016, 07:21:58 AM /Library/Logs/DiagnosticReports/ Kernel_2016-08-27-072158_[redacted].panic [Details]

Aug 21, 2016, 07:41:30 AM /Library/Logs/DiagnosticReports/ Kernel_2016-08-21-074130_[redacted].panic [Details]

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Answer 10

Sep 6, 2016 1:31 PM in response to John Galt

Great read. Thank you.

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