High Sierra 10.13.5 video playback issues

I was certain to ask the Apple rep if it was a firmware issue as opposed to hardware or software (OS) and they said the engineers couldn’t see anything out of the ordinary from the capture data, therefore meaning it has to be hardware. I’m as disappointed as you are! Seeing as even 2018 models can have the same problem, I have to wonder if I will get another Apple product as well!

Also I talked to support about the issue for a long time a few day's ago.

I said: read this forum part.

No we listen only to individuals.

Also said "video runs for 2 sec and 1/10 sec freeze".

They don't trust me and asked to capture video of this.

The F word idiots!

Incompetent.

At the end of this week its over and done.

No Apple for me anymore.

Selling 2 MBP and 2 iPhones.

YEAH $6000,

And will buy Samsung and other hardware.

So.

I am dealing with this issue, too--on a 2018 13" MacBook Pro: black video window when I try to play iTunes movies and TV shows, and "Something went wrong" messages when trying to play Netflix or Hulu content in Safari. I tried a guest account, and the issue persisted. I tried safe mode, and the issue persisted. I tried connecting to a network other than my home network, and the issue persisted. I tried an OS X reinstall with a Time Machine backup, and the issue persisted. I tried a clean OS X reinstall, and the issue persisted. I've talked to Apple Support, and they seem stymied. I'm expecting a call later this week from them after they've addressed the issue with their engineers.

(On a couple of occasions, videos have mysteriously played again, but restarting the MacBook Pro saw the return of the playback issue.)

I'm frustrated, especially since the computer is about a little over a month old.

I will definitely keep you posted.

I must say, Apple Support has been very nice and genuinely invested in figuring out what’s wrong.

It’s a strange issue, especially since it seems to be restricted to video in Safari and iTunes, which is—essentially—also a browser.

My MBP seems to have fixed itself. It has been 3 days now and no more problems. Even after a complete reformat & reinstall. I’m not exactly sure what I did to fix it but I did play Diablo III for a couple of hours last Friday.

This has worked out for me. If it works for you never reset NVRAM, PRAM or SMC. There is a risk the issue will be back:

1- Full backup with time machine

2- Internet recovery. This recovery will set your machine to an earlier version of OSX.

3- Create a administrator account just for the sake of starting to upgrade.

4. Enter your Apple ID and sign into the App Store

5. Apply every necessary upgrade one by one

6. Once the computer is up to date open Migration Assistant

7. Recover your Apps, data and setting reestablishing original user/users from your time machine backup

8. Delete the user you created at step 3

9. Log on to your account and test Netflix or Amazon Prime.

10. If it works you can celebrate. If not download Firefox to use your video normally. Only Apple could and should repair the issue.

Hi Astelin55

Are you using a time machine backup you did before you had the problem to recover your account?

I have tried after a clean install via usb (not an internet recovery) using my last time machine backup but it didn't worked for me.

Thanks.

Today i went to work in the morning and left my MBP unplugged with the lid closed. I just came home for lunch break, opened it and the bug is gone at the moment. It has to have something to do with the not plugging it in part because normally I do that before I leave. This thing is getting stranger and stranger. Did anyone have the same experience?

Yes. Currently I'm on day 1.5 of no issues. I left my MacBook Pro 2017 *** unplugged over night. All day yesterday and so far this morning, no issues.

I can watch *any* video on Reddit, Twitter, Youtube, Netflix... *anywhere* and there is *NO* stutter. This is inexplicable. At least with Windows there are ways to track down issues albeit rare to have any on Windows 10 if ever, but at least it's some alien mystery like this.

@LeinadGrothesk - exact same thing happened to me. Happened after I reset NVRAM. I could do nothing to get it to work i.e. reinstall, reinstall from internet, resetting NVRAM and SMC a few more times. Gave up, put my laptop away in my bag for a train journey, and by magic, everything now works, even after restarting and turning off. Bizarre!

Hi, It is important that the recovery installs the original MacOS that was in when the machine was sold. The idea is to go trough the upgrade process to have the right code in the PRAM and the right EFI files. It is also very important that the information from the user is the least possible. If you can leave out applications that you can reinstall afterwards would be much better. Please have in mind that if you have any screen reader software or anything that has to do with downloading videos it might interfere with the macbook play back on high definition. Never do any reset (PRAM, NVRAM, SMC) as this might bring you back to the original situation.

Hi Matt Rogers,

It works!

You did it just before my deadline deleting Apple ID'S.

Yes i was angry.

Now knowing Apple is investigating ,i called them again about nvram settings, i will keep my Apple ID and do not sell my MBP etc.

How do you know: nvram 8be4df61-93ca-11d2-aa0d-00e098032b8c:epid_provisioned=%01%00%00%00

?

What do you know about nvram settings and writing what commands?

Interesting.

Thank you very much!

Also thanking everyone doing and thinking about this issue.

MBP 13" mid 2017

Model Name: MacBook Pro

Model Identifier: MacBookPro14,2

Processor Name: Intel Core i5

Processor Speed: 3,1 GHz

Number of Processors: 1

Total Number of Cores: 2

L2 Cache (per Core): 256 KB

L3 Cache: 4 MB

Memory: 8 GB

Boot ROM Version: MBP142.0178.B00

SMC Version (system): 2.44f1

Hello,

You are basically resetting the vram. I got the command from someone inside of Apple, Inc. You should be careful about running any command from terminal from a random guy on the internet, this is true. You will see from the responses of others that this worked for them. I will say that if you are not comfortable with the instructions I have written, you should contact Apple Support and they will walk you through it.

Matt

I'm glad that I was able to save you from further frustration. I got the command from someone within Apple, Inc. after I escalated the case a couple of times and a detailed email with my supporting arguments to Tim Cook.

I took notes during this final test and re-tested and wrote the document for others to follow. I've been in IT myself for 20 years, so that helps. But there was no way I could have come up with that command on my own and I don't know anyone that would have deep enough insight to computer hardware to figure that out either.

It was pure persistence on my part and knowing how to rattle the right cages and when. I don't do that to be a manipulative person. But when you get stuck on something like this and get nowhere over and over...you have to know how to drive people forward.

Thanks, Matt, it totally worked! Was gonna go to the Apple Store tomorrow to get logic board replaced, but will cancel the appointment now. When you say temporary, you don't mean the problem will rear its ugly head again, do you? I'm assuming now that you've got Tim Cook's attention, they should definitely be able to build in a fully baked version of the fix in a firmware update. I've spent probably 20 hours on this issue alone, trying all the various aforementioned methods, OS reinstalls, phone calls, etc. I can't even begin to imagine how much time you spent chasing down this elusive white rabbit. Will now enjoy a Netflix movie to celebrate!

MacBook Pro 2016 with 2017 keyboard replacement