User profile for user: Marcojj
Marcojj Author
User level: Level 1
19 points

Macbook pro don't shutdown, always restart (when plugged)

Hi all, please help me.

I have a MB Pro 2016 with touchbar with mojave fully updated.

In the last days the MB won't shut down.

I explain: when using battery there is no problem, but when plugged in charge, it won't shutdown, it always restart.

I tried reset pram, change the career (and cable), tryin' to close the display and pull the usb-c charge, it always start (even if with the screen closed).

What I haven't tried is to reinstall the system as, obviously, is fully configured and reinstall all is a drama.


Someone can help me???

thanks!

marco

Posted on Nov 23, 2018 3:28 AM

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Question marked as Top-ranking reply
User profile for user: raina_b22
raina_b22
User level: Community Specialist

Posted on Nov 24, 2018 2:32 PM

Hi Marcojj,

Thanks for reaching out in Apple Support Communities. I understand that when you try to shut down your Mac when it is connected to the power adapter it is restarting instead of shutting down, but when you're not using the power adapter the Mac will shut down without issue. I also see that you've taken some troubleshooting steps on your own; I appreciate you including those, they're most helpful to know. I know it's important to be able to shut down your Mac; I'd like to help. First, if you haven't already, I'd recommend using the steps in the following guide to reset the System Management Controller on your Mac: How to reset the System Management Controller (SMC) on your Mac

After performing this reset, test to see if you're able to shut down the Mac when connected to the power adapter.

If not, use these steps to start your Mac in safe mode and test again:

Start up in safe mode

To start up in safe mode:

  1. Start or restart your Mac, then immediately press and hold the Shift key. The Apple logo appears on your display. If you don't see the Apple logo, learn what to do.
  2. Release the Shift key when you see the login window. If your startup disk is encrypted with FileVault, you might be asked to log in twice: once to unlock the startup disk, and again to log in to the Finder.

To leave safe mode, restart your Mac without pressing any keys during startup.

User uploaded file

If an issue doesn't happen in safe mode

If an issue doesn't happen when your Mac is started in safe mode, try restarting without pressing any keys.

  • If the issue comes back, you might have incompatible login items.
  • If the issue doesn't come back, it was probably caused by a cache or directory issue with your startup disk, which safe mode fixed.
Use safe mode to isolate issues with your Mac

If you're able to shut down successfully, start your Mac up and test again from a normal boot.
If the issue persists in safe mode,use the steps below to test for the issue in a new user:

Use another account for testing

If another user account is already set up on your Mac, you can simply log out of your account (Apple menu > Log Out) and log in with the other account. But the best way to test is with a newly created account:

  1. Choose Apple menu () > System Preferences, then click Users & Groups.
  2. Click User uploaded file, then enter an administrator name and password.
  3. Click the Add button (+) below the list of users.
  4. Complete the fields shown for a Standard or Administrator account, then click Create Account (or OK).

If you plan to test with any of the documents in your own account, make those documents available to the new account. Drag them to the Shared folder of the Users folder on your hard drive (~/Users/Shared). You can then move them to other folders after you log in as the new user.

Then log out of your account and log in with the new account:

  1. Choose Apple menu > Log out.
  2. At the login window, log in with the name and password of the new account. If you're also asked to sign in with an iCloud account or Apple ID, skip that step.

Now try to reproduce the issue in the new account. If you need to set up an email account or other account in order to test, you can do so.

If the issue doesn't happen in the other account

If the issue doesn't happen in the new user account, the issue is related to the settings or files in your own account.

If you need help with a specific alert or issue, search the Apple Support website for the text of the alert. If the issue happens in only one app in your account, it might be related to one of that app's settings. Check the app's documentation or support website for help.

You can remove the new user account when you're done testing. Follow the steps for creating a new account, but click the Remove button (–) instead of the Add button (+). Before removing the account, make sure that you don't need any of the files or settings you created or copied in that account.

How to test an issue in another user account on your Mac


Let me know what you find.


Best Regards.
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Question marked as Top-ranking reply
User profile for user: raina_b22
raina_b22
User level: Community Specialist

Nov 24, 2018 2:32 PM in response to Marcojj

Hi Marcojj,

Thanks for reaching out in Apple Support Communities. I understand that when you try to shut down your Mac when it is connected to the power adapter it is restarting instead of shutting down, but when you're not using the power adapter the Mac will shut down without issue. I also see that you've taken some troubleshooting steps on your own; I appreciate you including those, they're most helpful to know. I know it's important to be able to shut down your Mac; I'd like to help. First, if you haven't already, I'd recommend using the steps in the following guide to reset the System Management Controller on your Mac: How to reset the System Management Controller (SMC) on your Mac

After performing this reset, test to see if you're able to shut down the Mac when connected to the power adapter.

If not, use these steps to start your Mac in safe mode and test again:

Start up in safe mode

To start up in safe mode:

  1. Start or restart your Mac, then immediately press and hold the Shift key. The Apple logo appears on your display. If you don't see the Apple logo, learn what to do.
  2. Release the Shift key when you see the login window. If your startup disk is encrypted with FileVault, you might be asked to log in twice: once to unlock the startup disk, and again to log in to the Finder.

To leave safe mode, restart your Mac without pressing any keys during startup.

User uploaded file

If an issue doesn't happen in safe mode

If an issue doesn't happen when your Mac is started in safe mode, try restarting without pressing any keys.

  • If the issue comes back, you might have incompatible login items.
  • If the issue doesn't come back, it was probably caused by a cache or directory issue with your startup disk, which safe mode fixed.
Use safe mode to isolate issues with your Mac

If you're able to shut down successfully, start your Mac up and test again from a normal boot.
If the issue persists in safe mode,use the steps below to test for the issue in a new user:

Use another account for testing

If another user account is already set up on your Mac, you can simply log out of your account (Apple menu > Log Out) and log in with the other account. But the best way to test is with a newly created account:

  1. Choose Apple menu () > System Preferences, then click Users & Groups.
  2. Click User uploaded file, then enter an administrator name and password.
  3. Click the Add button (+) below the list of users.
  4. Complete the fields shown for a Standard or Administrator account, then click Create Account (or OK).

If you plan to test with any of the documents in your own account, make those documents available to the new account. Drag them to the Shared folder of the Users folder on your hard drive (~/Users/Shared). You can then move them to other folders after you log in as the new user.

Then log out of your account and log in with the new account:

  1. Choose Apple menu > Log out.
  2. At the login window, log in with the name and password of the new account. If you're also asked to sign in with an iCloud account or Apple ID, skip that step.

Now try to reproduce the issue in the new account. If you need to set up an email account or other account in order to test, you can do so.

If the issue doesn't happen in the other account

If the issue doesn't happen in the new user account, the issue is related to the settings or files in your own account.

If you need help with a specific alert or issue, search the Apple Support website for the text of the alert. If the issue happens in only one app in your account, it might be related to one of that app's settings. Check the app's documentation or support website for help.

You can remove the new user account when you're done testing. Follow the steps for creating a new account, but click the Remove button (–) instead of the Add button (+). Before removing the account, make sure that you don't need any of the files or settings you created or copied in that account.

How to test an issue in another user account on your Mac


Let me know what you find.


Best Regards.
Reply

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.

Macbook pro don't shutdown, always restart (when plugged)

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