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

kdupreez

Level 1

8 points

Jan 16, 2018 10:47 PM in response to Coregts

I had this CRASH when closing the clamshell happen to me AGAIN today..

I have full apple care and have logged a support call and will update this forum again when finished with support call on the outcome of the issue...

That said.. I tried to reply to this forum regarding this issue, but my 3 of my posts have been censored and deleted by Apple...

Its very sad that Apple is not only ignoring the problem, but also censoring when people complain..

Jan 17, 2018 12:05 PM in response to timcooks

I've been having the same exact issues since I first plugged in my MBP to an LG5K. I finally got Apple to accept my MBP for repairs and I shipped it out this morning. I'm praying I don't just get it back as-is.

tigo13

Level 1

4 points

Jan 17, 2018 3:05 PM in response to Coregts

Send the link to the petition to the team at macrumors and the word will spread! There are a few discussions on their forums regarding the crash already....- I'll spread the word on the forums that I'm on....

Coregts

Level 1

12 points

Jan 17, 2018 3:53 PM in response to tigo13

Unfortunately the post is removed automatically if included.

You can find it at ' Care2 petitions ' with title:

MacBook Pro 15" (late 2016) Crashing while connecting/disconnecting external monitor.

Let me know if you have trouble locating it.

kdupreez

Level 1

8 points

Jan 20, 2018 5:33 PM in response to Coregts

BWAHAHAHAHAHAAHA..

I just spent 15min on the phone with Apple Support.. They claimed its a "hardware issue" and I need to take it to the Apple Store for daignostics..

The FIRST available "appointment" is more than a week away... i.e. I paid $3,500 for a machine AND I paid for AppleCare for 3 years of "Assurance" and they cant help me...

I need to take it into the Apple Store myself and I have to wait a full week before I can take it into the store for diagnostics..

That's CRAAAAAZY!!!!!

Apple is going downhill FAST.. I'm looking at a Windows system right now from a vendor that can actually support me...

Jan 20, 2018 5:45 PM in response to kdupreez

That's exactly what experienced. At first, I was told that there are no available appointments. When I called in the next day, I was told the next available appointment is after a week. I also tried to explain my situation and the woman who was on the phone did not even want to listen to me. She just kept on cutting me off and blaming LG for everything. I cannot believe that I've spent 3 grand for a laptop and a grand for a monitor and I cannot get it to work. I earn living with these things. I called up LG as well and they blamed Apple and said that their warranty won't cover this issue. Now I'm stuck with some of the most expensive equipment on the market and everybody, and I mean everybody blames one another and refuses to help me. If Sketch released an app for Windows, I wouldn't blink twice before I switched. Since Steve Jobs passed, Apple has become horrible.

Jan 21, 2018 1:26 AM in response to Rob Designs

I shipped my MBP directly to Apple. I got an email at 7am this past Thursday that they received it. Then another email just 12 hours later that they're shipping it back. I've had it for 24 hours and already had it crash 3 times (they had supposedly replaced the logic board). Beyond aggravating. All I could say is that we all need to open cases for this issue and keep sending them these defective laptops!

Jan 22, 2018 1:45 PM in response to Coregts

It costs Apple money to ship these defective devices back and forth. I'll keep doing that till I either get one that works (even if that means them giving me a 2017 model) or they stop providing replacements at which point I have verifiable documentation that they stopped attempting to fix the issue.

Coregts

Level 1

12 points

Jan 22, 2018 3:17 PM in response to Shareef Yousef

After 3 replacements with the same model there was no solution to the problem. I asked Apple to replace it with a different model and the answer was "No" in all attempts for 3 months now. They told me that they are aware of the problem and the engineers are working to fix this....

As it looks like now I have a broken computer under warranty. Apple cannot fix it at the present time and they will not replace it with another model that appears not to suffer the same issue.

I am pretty sure that this behavior is illegal...

tigo13

Level 1

4 points

Jan 22, 2018 3:22 PM in response to Coregts

If you had purchased your laptop from one of their retail-stores, the store manager has the authority to consider / replace it for you with another machine. I had a conversation with the retail store manager here and they recommended that in future I ought to purchase the machine from the retail-shop directly as opposed to going through online.

All online-store purchases are just pushed to warranty repair without discussion.

kdupreez

Level 1

8 points

Jan 27, 2018 11:33 AM in response to logicito

logicito wrote:

What update from Apple?

An update came through that took like 20min to install and did a bunch of restarts..

After that it worked much better, but I was able to get it crash again by simply opening the clamshell with both monitors plugged in (See previous post with pic)

kdupreez

Level 1

8 points

Jan 27, 2018 1:58 PM in response to kdupreez

So here I am.. waited a over a week for"genius" to help me..

Drove an hour to get here and I ran 15 minutes late and my kid had to pee..

Mr. Genius tells me, sorry your late, we would need to reschedule..

WHAT THE EFFEN EFF !!!!!!

logicito Author

Level 1

52 points

Jan 28, 2018 11:11 AM in response to tigo13

What model of MacBook Pro do you have, the 2016 or 2017 model? I've read in the discussions forums that the 2017 might have resolved the problem, but I still need more feedback from 2017 owners having external monitors

Jan 31, 2018 3:25 PM in response to tigo13

Curious. Does anyone else have Cisco Anyconnect installed? I always seem to have my console filled with messages from Anyconnect. Unfortunately, I need Anyconnec installed to do my job, so won't be able to test the machine without the client installed.

logicito Author

Level 1

52 points

Jan 31, 2018 6:18 PM in response to tigo13

Interesting approach, I will try it and see the results. My workflow is tailor to my modus operandi, in most cases I will be using the MBP at home, connected to the monitor, I will try the approach of sleep before disconnecting it, then I will bring the laptop with me to the office, where I do not have a monitor, so I will use it stand alone, then in the afternoon I will close the MBP and come back home, a 30min ride approximate, but it could be more or less. When I get home I do not know what is the state of the MBP, could be sleeping or even in deeper hibernation, for that reason to be safe I open it and then connect the monitor, most of my crashes 99% are when connecting the MBP closed to the monitor.

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