Level 1

52 points

MacBook Pro 15" (2016) Crashing while connecting/disconnecting the LG 5K Monitor

I have the 2016 MBP 15" with 2.9 CPU, 2TB and 460 GPU with 4GB. I am using Mac OS X 10.12.2.

In one single day I have had 2 Mac OS Crashes and 2 Panic Errors, it has always happened after connecting or disconnecting the new LG 5K monitor. Here are the scenarios.

MBP closed in sleep mode, connect the 5K monitor through the Thunderbolt 3 cable (providing data and power) to use only the 5K monitor, the MBP will remain closed, after plugging it in I will press a key in the external keyboard or move the mouse to resume from sleep mode and the LG 5K Monitor screen will be black, and after 5-10 seconds I will get the panic message "You need to restart your computer, hold the power button for several seconds........." on the middle of the screen and the MBP will self reboot shortly after. I've been able to repeat this error by simply following the steps above 2 times within 15min. To me clearly seems to be something related to the Thunderbolt 3 connection or the handling of the external monitor when resuming from sleep. These is the information from the Console on the Panic errors, both Panic logs look the same:

Mon Jan 16 17:40:19 2017

*** Panic Report ***

Kernel Extensions in backtrace:

com.apple.iokit.IOGraphicsFamily(513.1)

dependency: com.apple.iokit.IOPCIFamily(2.9)

com.apple.kext.AMDSupport(1.4.8)

dependency: com.apple.iokit.IOACPIFamily(1.4)

dependency: com.apple.iokit.IOPCIFamily(2.9)

dependency: com.apple.iokit.IOGraphicsFamily(513.1)

dependency: com.apple.AppleGraphicsDeviceControl(3.13.78)

com.apple.kext.AMD9500Controller(1.4.8)

dependency: com.apple.iokit.IOACPIFamily(1.4)

dependency: com.apple.iokit.IOPCIFamily(2.9)

dependency: com.apple.kext.AMDSupport(1.4.8)

dependency: com.apple.iokit.IOGraphicsFamily(513.1)

com.apple.kext.AMDFramebuffer(1.4.8)

dependency: com.apple.iokit.IOACPIFamily(1.4)

dependency: com.apple.iokit.IOPCIFamily(2.9)

dependency: com.apple.kext.AMDSupport(1.4.8)

dependency: com.apple.iokit.IOGraphicsFamily(513.1)

The second problem caused the computer to crash, here is the description of the situation: Last night I had the MBP closed connected to the 5K monitor using only the monitor, no internal display. I put it to sleep before going to bed. Today in the morning I did not open the MBP, I just unplugged the Thunderbolt 3 cable to disconnect the LG 5K monitor and take the MBP with me to the office. Once I got there I just plugged (at 8:11AM) the laptop the the AC via the Apple USB-C cable and the Apple 87W AC adapter, the MBP was still closed, in sleep mode I would assume. The around 8:15AM I opened the laptop to find out it has crashed and the login screen after a restart was there, no resume from sleep. Same thing happened later in the day after I came home, this is the information from the Console:

Crash at 8:11AM Today (look at the AmbientDisplayAgent):

Process: com.apple.AmbientDisplayAgent [15057]

Path: /System/Library/PrivateFrameworks/AmbientDisplay.framework/Versions/A/XPCServic es/com.apple.AmbientDisplayAgent.xpc/Contents/MacOS/com.apple.AmbientDisplayAgent

Identifier: com.apple.AmbientDisplayAgent

Version: 1.0 (1)

Code Type: X86-64 (Native)

Parent Process: launchd [1]

Responsible: com.apple.AmbientDisplayAgent [15057]

User ID: 0

Date/Time: 2017-01-16 08:11:26.029 -0600

OS Version: Mac OS X 10.12.2 (16C67)

Report Version: 12

Anonymous UUID: 5C048B2B-4801-AEE4-C57A-202B6A1E3822

Sleep/Wake UUID: B9B2EB86-667C-4404-8556-9870749821DD

Time Awake Since Boot: 150000 seconds

Time Since Wake: 6 seconds

System Integrity Protection: enabled

Crashed Thread: 3 Dispatch queue: com.apple.root.default-qos.overcommit

Exception Type: EXC_BAD_ACCESS (SIGSEGV)

Exception Codes: EXC_I386_GPFLT

Exception Note: EXC_CORPSE_NOTIFY

Termination Signal: Segmentation fault: 11

Termination Reason: Namespace SIGNAL, Code 0xb

Terminating Process: exc handler [0]

Application Specific Information:

objc_msgSend() selector name: isEqual:

Thread 0:: Dispatch queue: com.apple.main-thread

0 libsystem_kernel.dylib 0x00007fffe729e38a mach_msg_trap + 10

1 libsystem_kernel.dylib 0x00007fffe729d7d7 mach_msg + 55

2 com.apple.CoreFoundation 0x00007fffd1c1fc94 __CFRunLoopServiceMachPort + 212

3 com.apple.CoreFoundation 0x00007fffd1c1f121 __CFRunLoopRun + 1361

4 com.apple.CoreFoundation 0x00007fffd1c1e974 CFRunLoopRunSpecific + 420

5 com.apple.Foundation 0x00007fffd3633612 -[NSRunLoop(NSRunLoop) runMode:beforeDate:] + 277

6 com.apple.Foundation 0x00007fffd36334ea -[NSRunLoop(NSRunLoop) run] + 76

7 libxpc.dylib 0x00007fffe73db89b _xpc_objc_main + 731

8 libxpc.dylib 0x00007fffe73da2e4 xpc_main + 494

9 com.apple.AmbientDisplayAgent 0x0000000103c528a5 main + 298

10 libdyld.dylib 0x00007fffe7177255 start + 1

Crash at 5:50PM today (same AmbientDisplayAgent):

Process: com.apple.AmbientDisplayAgent [209]

Path: /System/Library/PrivateFrameworks/AmbientDisplay.framework/Versions/A/XPCServic es/com.apple.AmbientDisplayAgent.xpc/Contents/MacOS/com.apple.AmbientDisplayAgen t

Identifier: com.apple.AmbientDisplayAgent

Version: 1.0 (1)

Code Type: X86-64 (Native)

Parent Process: launchd [1]

Responsible: com.apple.AmbientDisplayAgent [209]

User ID: 0

Date/Time: 2017-01-16 17:50:05.171 -0600

OS Version: Mac OS X 10.12.2 (16C67)

Report Version: 12

Anonymous UUID: 5C048B2B-4801-AEE4-C57A-202B6A1E3822

Sleep/Wake UUID: 74BCEADF-96E1-4B71-BA28-93E605DA9C0B

Time Awake Since Boot: 100 seconds

System Integrity Protection: enabled

Crashed Thread: 2 Dispatch queue: DispEventQueue

Exception Type: EXC_BAD_ACCESS (SIGSEGV)

Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000018

Exception Note: EXC_CORPSE_NOTIFY

Termination Signal: Segmentation fault: 11

Termination Reason: Namespace SIGNAL, Code 0xb

Terminating Process: exc handler [0]

VM Regions Near 0x18:

-->

__TEXT 000000010239e000-00000001023a5000 [ 28K] r-x/rwx SM=COW /System/Library/PrivateFrameworks/AmbientDisplay.framework/Versions/A/XPCServic es/com.apple.AmbientDisplayAgent.xpc/Contents/MacOS/com.apple.AmbientDisplayAgen t

Application Specific Information:

objc_msgSend() selector name: isEqual:

Thread 0:: Dispatch queue: com.apple.main-thread

0 libsystem_kernel.dylib 0x00007fffb2c5838a mach_msg_trap + 10

1 libsystem_kernel.dylib 0x00007fffb2c577d7 mach_msg + 55

2 com.apple.CoreFoundation 0x00007fff9d5d9c94 __CFRunLoopServiceMachPort + 212

3 com.apple.CoreFoundation 0x00007fff9d5d9121 __CFRunLoopRun + 1361

4 com.apple.CoreFoundation 0x00007fff9d5d8974 CFRunLoopRunSpecific + 420

5 com.apple.Foundation 0x00007fff9efed612 -[NSRunLoop(NSRunLoop) runMode:beforeDate:] + 277

6 com.apple.Foundation 0x00007fff9efed4ea -[NSRunLoop(NSRunLoop) run] + 76

7 libxpc.dylib 0x00007fffb2d9589b _xpc_objc_main + 731

8 libxpc.dylib 0x00007fffb2d942e4 xpc_main + 494

9 com.apple.AmbientDisplayAgent 0x00000001023a08a5 main + 298

10 libdyld.dylib 0x00007fffb2b31255 start + 1

Please any help or advice on what could be the root cause will be appreciated, thanks

MacBook Pro with Retina display, macOS Sierra (10.12.2)

Posted on Jan 16, 2017 5:50 PM

Top-ranking reply

Rob Designs

Level 1

4 points

Posted on Jan 16, 2018 2:30 AM

Update to my previous comment:
I went to the Apple store to test an identical LG 5k display with my own MacBook and it worked without any issues. Likewise, I asked one of my friends to come around to test my monitor with his MacBook and the outcome was the same. My monitor didn’t switch on and it also crashed my friend’s MacBook. I can safely conclude that in my case the fault is in the monitor. I contacted LG and they refused to take the monitor in for a fix. Also, since the problem doesn't seem to be with the laptop, Apple won't be able to fix it either. I contacted an LG partner that deals with fixes and they told me that the problem is most likely in the monitor's mainboard. They suggested to replace it and charged me £360 including pickup and delivery. It's expensive. Should I go for it?

View in context

265 replies

logicito Author

Level 1

52 points

Jan 10, 2018 5:42 PM in response to Coregts

I have the theory that this is a problem with the 2016 model, after you prove to them that nothing happened with the 2017 model, are they willing to replace the 2016 MBP with a 2017 logic board?

logicito Author

Level 1

52 points

Feb 14, 2018 12:48 PM in response to Shareef Yousef

I am also close to 8 days with no issues, maybe macOS 10.3.3 solved the problem?

Nov 21, 2017 11:52 AM in response to OviOvi

Apple is so clueless. I’ve opened half a dozen tickets and I don’t even get responses anymore. Worst service I’ve dealt with in a long while.

I’ll try your suggestion, but if that turns out to be it, then this would make the touchbar the worst product from Apple since the Newton!

logicito Author

Level 1

52 points

Nov 21, 2017 12:22 PM in response to Shareef Yousef

After 1 year of issues I took my MBP to the Apple Store, they sent the laptop to repair for 1 week, it came back with scratches and marks, I complained and they said that's normal, they replaced the logic board and other components, the problem is still the same, I no longer have time to keep doing this.

I just purchased the new Surface Book 2 laptop and I will move away from Apple, I am extremely disappointed with this product (MacBook Pro) and their lack of accountability and good service. I have assumed that the 5K invested in the laptop and accessories are gone.

bab5139

Level 1

9 points

Nov 30, 2017 6:52 PM in response to bab5139

I called apple support and they claim they have no information about this. Ridiculous. If this isn't fixed in the next release i am going to force a full hardware replacement and sell the monitors. Maybe even drop the macbook all together. The machine barely works with usb-c to display port without having to plug and unplug the monitor repeatedly to get the external display working. Maybe fine for a lightly used consumer product but not for a work machine.

Coregts

Level 1

12 points

Dec 1, 2017 4:33 AM in response to bab5139

I am afraid to tell you that it will probably not be fixed in the next OS release. I am running 10.13.2 beta 5 and the problem is still here....

Assuming that beta 5 is probably one or two steps before public version, you understand the chances.

rasenjop

Level 1

4 points

Jan 8, 2018 10:33 AM in response to mikeknoop

Thanks a lot mikeknoop. Please, would you double check that the link you posted is actually corresponding to the cable that solved your issue. I thinks that one is Thunderbolt 2 and I guess this won't provide enough bandwidth to feed a 5K LG monitor. Or do you meant the latest thunderbolt 3 cable from apple?: Thunderbolt 3 (USB-C) Cable (0.8 m) - Apple

timcooks

Level 1

4 points

Jan 10, 2018 6:54 AM in response to Coregts

I don't think this error is a generic issue, but seems to vary from computer to computer since the reports are varied, but it is still a faulty computer if you are experiencing problems. I guess we may see a official statement when they have a new computer out, so they can get Geniuses to direct their customers to new hardware instead of getting the replacement for free. That has been the policy in the past, so I guess we'll have to wait until WWDC is over and they present their new computers until we can get a replacement for this issue. I kind of regret going for the bait late in 2016, but I haven't had the issue since I upgraded to 10.13.2. A few random crashes, but nothing repeatable.

Just tested the MacBook Pro for a week since I have a Coffee Lake desktop with a 1080 GTX Ti. I miss a few apps, but Windows have given me more convenience due to larger support for hardware and software. macOS is OK if you use Safari, Logic, Final Cut, Adobe and software from mac exclusive developers. I guess macOS is good if you use those apps, but getting support from something outside that little circle is hard. HomeBrew is good, but installation isn't really hard on either Windows or Mac, it's not a pressing issue. Windows has also adopted the Applications folder. I find new good stuff on Windows 10 all the time, and I haven't had a single crash.

My MacBook Pro has small issues all the time, and even big crashes. I guess Redmond don't need a photocopier anymore, and Bertrand Serlet is no longer in charge of the mac operating system. Now it is just Jony Ive and his "brilliance" along with chief salesmen Craig. All the nag screens from two factor, app store sign ins and icloud sign ins are starting to burn out my patience. It's like Vista nag screens and popup h£ll from last decades browsers. To be honest I seldom use my MacBook Pro, though I like my iPhone X and my wireless headset, on the flip side the computer in which you can develop apps for the iPhone is not very good.

Jan 10, 2018 8:24 AM in response to JohnZonie

They'll remain quite about it till eternity. The only way it'll be fessed up is if someone catches them (via an internal leak). I've got AC on my laptop so I'm covered for another 2 years, but don't expect much help from them. I did get them to take mine back (waiting to ship it out), but I have a strong feeling that they'll just send it back to me as-is.

Coregts

Level 1

12 points

Jan 10, 2018 8:30 AM in response to logicito

Does anyone knows a good website to post the videos of the tests between the 2016 and 2017 MBP? It will be catalytic. I wonder why they changed the GPU from the 460 to the 560 in the new model without any performance improvement?? Food for thought

kdupreez

Level 1

8 points

Jan 10, 2018 10:47 AM in response to Coregts

This is getting worse for me now.. Pretty much dialy, When I open or close the clamshell, the LCD screen and one External monitor on HDMI goes RED and YELLOW, the the DisplayPort monitor stays on with the picture but Hangs/Crashes the system regardless and I have to hard power down and restart.. and lose all my work...

😠

logicito Author

Level 1

52 points

Jan 10, 2018 6:10 PM in response to Shareef Yousef

I've been an Apple ONLY customer (MacBook, MacBook Pro, iPhone, iPad 10.5, iPad 12.9, Apple TV, HomeKit, Airpods, AirPort, etc..) for years, super loyal to the brand, mostly because of the service and quality of the products, but after having spent almost 5K on the defective 2016 MacBook Pro, I finally woke up and said no more, enough is enough. Today I have a second laptop from a different brand that cost me half with equivalent performance, the migration of ecosystem hasn't been as complicated as I expected, and I am very happy with the quality and service of the competition. I don't think that is good to over commit to much to a single ecosystem, diversity is better.

kdupreez

Level 1

8 points

Jan 15, 2018 8:22 PM in response to Coregts

I would sign in a heartbeat!

I scheduled a support call with apple as well (I still have full applecare) and they called me back and after 20min of being on hold, they dropped the call and never called back...

tigo13

Level 1

4 points

Jan 16, 2018 2:24 AM in response to Coregts

I'd sign it as well. It's the responsibility of Apple not to release a faulty machine that does as per the advertisement - connects a with a USB-C / DP monitor, - but then crashes (faulty). Happy to sign.

Jan 16, 2018 2:49 AM in response to tigo13

Hey tigo13,

I live nearby the Apple store I visited so I just put my laptop to sleep when I went there and got there within 15 minutes. When I plugged in the other monitor I still had most of my apps open. I have to find someone with a with a Windows laptop to test if it crashes on Windows too. I'll try to test it as soon as possible.

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MacBook Pro 15" (2016) Crashing while connecting/disconnecting the LG 5K Monitor