Problems with new iMac 27 5K

Dear Kind Souls,


I've had my new iMac for less than 24 hours and its frozen and restarted (on its own) three times.


Yesterday, I reached out to Apple Support. They suggested some troubleshooting articles:


#1 -- OS X: When your computer spontaneously restarts...

#2 -- macOS Sierra: If your Mac restarts and a message appears

#3 -- How to reinstall macOS.


Before I work my way through these troubleshooting activities, I was hoping that someone might be able to provide insight or help decoding the following panic report I saved from the first instance my iMac froze/restarted on its own.



panic(cpu 4 caller 0xffffff...1): nvme: "Fatal error occurred. . NAND Vendor=0x0, DRAM Vendor=0x0, SSD Capacity=0GB, FW Revision=CXS7CA0Q\n"@/BuildRoot/Library/Caches/com.apple.xbs/Sources/IONVMeFami ly/IONVMeFamily-234.60.2/IONVMeController.cpp:4949


Backtrace (CPU 4), Frame : Return Address

0xffffff...c0 : 0xffffff...3c

0xffffff...40 : 0xffffff...e1

0xffffff...90 : 0xffffff...20

0xffffff...00 : 0xffffff...9a

0xffffff...b0 : 0xffffff...f7

Kernel Extensions in backtrace:

com.apple.iokit.IONVMeFamily(2.1)[F2...]@0xffffff...ab000->0xffffff...defff

dependency: com.apple.driver.AppleMobileFileIntegrity(1.0.5)[A6...]@0xffffff...af000

dependency: com.apple.iokit.IOPCIFamily(2.9)[1A...]@0xffffff...32000

dependency: com.apple.driver.AppleEFINVRAM(2.1)[A8...]@0xffffff...a0000

dependency: com.apple.iokit.IOStorageFamily(2.1)[F9...]@0xffffff...50000

dependency: com.apple.iokit.IOReportFamily(31)[B1...]@0xffffff...94000


BSD process name corresponding to current thread: kernel_task

Mac OS version:

16F2073

Kernel version: ...

Darwin Kernel Version 16.6.0: Fri Apr 14 16:13:31 PDT 2017; root:xnu-3789.60.24~4/RELEASE_X86_64

Kernel UUID: ...

Kernel slide: ...

Kernel text base: ...

__HIB text base: ...

System model name: iMac18,3


Apple Support also recommend that I return/exchange the iMac before the 14 day return deadline if the problem persists.

iMac (Retina 5K, 27-inch, 2017), iOS 10.3.3

Posted on Jul 24, 2017 7:36 AM

Reply
6 replies

Jul 24, 2017 7:55 AM in response to macjack

macjack, thank you for your response.


By the third occurrence, I got really spooked and contacted Apple Support right away. Your reply is very helpful because I kinda felt that the Apple Support person was hinting to just return/exchange the iMac, but was compelled to offer some troubleshooting articles.


I hope others who read my question will offer their thoughts as well. Again, thank you macjack!

Jul 25, 2017 10:53 AM in response to edm.nyc

iMac1995 --


Thank you for your advice.


I did end up completing all of the troubleshooting tasks that Apple Support recommended. And just on cue, my iMac froze and restarted less than half an hour after I finished the troubleshooting. I guess I can't get a clearer sign than that!


I just repackaged my iMac and am leaving now to return it to my local Apple Store. I think I'll forgo maxing out most of the specs this time and just buy the "best" iMac in stock today. Maybe I'm impatient, but I don't want to wait another two weeks to get a custom order again.


Thanks again!

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Problems with new iMac 27 5K

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.