iMac pro - mini solution for constant crashes

[woo78]

I update this not here because Apple community continuously delete my post..

I bought this last Feb and ever since I had a problem with this. It nearly killed me several times so stressful over 16 months not solving problem. I have been talking to apple care senior consultant but his answer is engineering team want more data... Are there any engineering team here in Apple? I changed some of the parts twice and got whole new iMac pro 2 months ago but I have the same problem going on. Last night I went to Genius but they said after testing the computer no problem with that so I need to talk to Apple care.. what the.. What I found is that I can use this without using Photo app. I tested several times in 2 separate disks - one for my working environment and one for factory setting. I think the problem is related to video card and that connect seriously with Photo app. Whenever I imported the photo from my iPhone, the problems occurred. So I deleted the photo library and not used it. then no problem at all. I have test with my friends phone and still got the problem. Funny thing is that over $10,000 machine cannot run Photo app properly. I seriously want to refund this stupid machine. I am so tired of thing like sending data to engineering team and got the answer with NO PROBLEMS!! Why are they testing by themselves instead of asking customer sending data? My iMac pro have the maximum specs with 64 RAM. I want some of you who have the same problems test the computer just deleting Photo library. I should call the Apple care again today to talk about the issue. Really hate service quality and their mind treating customer. I hope they admit the error and refund the computer soon.

 

[SecuritySteve]

Okay, so I'm trying to decipher what your problem is here in between the angry rant. To be clear, you are having a software issue with Photos, the application? And your problem occurs when you delete the entire library?

More problem details please.

 

[DeltaMac]

Yes, we need to know what problem you are having with Photos.
You haven't told us how you see the problem.
What exactly happens when you have the problem? What do you see on the screen at that time?
If there is an error message, what error do you see?
Even a system crash will show something on the screen.

 

[woo78]

Okay, so I'm trying to decipher what your problem is here in between the angry rant. To be clear, you are having a software issue with Photos, the application? And your problem occurs when you delete the entire library?

More problem details please.

I have same issues with other iMac Pro users. Frequent shut down especially in idling mode with screen saver on or many times just screen freeze when I am using it. I cannot finish adobe premiere rendering with vbr 1 mode. So ever since I bought this computer I tested deleting several apps and formatting whole disk. Finally I got the formula that the computer just stop or shutdown and error message when I turn it on. I will update the part of the error message soon. Now my apple consultant wanted me take Dump Memory when the error happens using my 7year old Macbook Pro that has no problem errors. But the funny thing is that just deleting photo library in Photo folder settle the issue for good.

 

[SecuritySteve]

Okay, so to be clear:

• You had an issue with random crashes, hangs, and kernel panics (shut downs).
• You couldn't run certain applications without a crash.
• You deleted your photos library, and everything was okay, and working as expected.

So:

• You are posting here to inform other users that deleting their photos library might fix random crashes.

If that really was your solution, did you try migrating your photos out of the library, or did you just delete them entirely? I'm wondering if there was a file in your photos library that was being processed wrong and causing a kernel panic. (The existence of which would be very valuable, if true. Imagine hosting a website with that picture and causing a kernel panic in anyone that visited on a mac.)

 

[woo78]

Okay, so to be clear:

• You had an issue with random crashes, hangs, and kernel panics (shut downs).
• You couldn't run certain applications without a crash.
• You deleted your photos library, and everything was okay, and working as expected.

So:

• You are posting here to inform other users that deleting their photos library might fix random crashes.

If that really was your solution, did you try migrating your photos out of the library, or did you just delete them entirely? I'm wondering if there was a file in your photos library that was being processed wrong and causing a kernel panic. (The existence of which would be very valuable, if true. Imagine hosting a website with that picture and causing a kernel panic in anyone that visited on a mac.)

Thanks for clarifying my problems. I did try many ways dealing with photos - migrating to other areas to save them and putting only unedited images to the photos app. I did test with my friends also in order to find out my images might be the problems. Every time I put any image to Photos app cause the problem - importing from iPhone, putting unedited images to the Photos app. But the problems solves when I delete the whole library.

 

[woo78]

Yes, we need to know what problem you are having with Photos.
You haven't told us how you see the problem.
What exactly happens when you have the problem? What do you see on the screen at that time?
If there is an error message, what error do you see?
Even a system crash will show something on the screen.

Overnight my computer crash again with new factory setup and imported images to Photos App.

{"caused_by":"macos","macos_version":"Mac OS X 10.14.5 (18F132)","os_version":"Bridge OS 3.5 (16P5125)","macos_system_state":"running","incident_id":"A343D9E5-49AD-42DB-A35A-AFC2C83440E8","timestamp":"2019-05-29 13:17:45.87 +0000","bug_type":"210"}

 

[SecuritySteve]

Overnight my computer crash again with new factory setup and imported images to Photos App.

{"caused_by":"macos","macos_version":"Mac OS X 10.14.5 (18F132)","os_version":"Bridge OS 3.5 (16P5125)","macos_system_state":"running","incident_id":"A343D9E5-49AD-42DB-A35A-AFC2C83440E8","timestamp":"2019-05-29 13:17:45.87 +0000","bug_type":"210"}

Can you post the entire error log here? There should be a stack trace that shows what is really to blame. Thanks.

 

[woo78]

Can you post the entire error log here? There should be a stack trace that shows what is really to blame. Thanks.

oh I see. Well Apple engineering team has already been through this several time but I will put them on next time with whole text. I didn’t copy the whole thing this time. Many thanks to you

 

[mikehalloran]

I have same issues with other iMac Pro users

No...

How often do you reboot? If the answer is only when it crashes, do you still have the problem if you reboot daily?

My 128GB iMac Pro gets dodgy if I let it go 4 or 5 days without a reboot. When that happens, I check available RAM to find I have under 5GB left. Memory leaks are a fact of life and I normally have 150 browser tabs open in three windows, each on its own monitor. If I let it go 6 days, it will crash.

This is not a problem I can control except by waiting the 45 seconds or so for a morning reboot (by leaving everything open, it automatically logs into everything). My 2010 iMac had that issue after a day and a half—it had 32GB RAM and took nearly 2 minutes to reboot and log in.

It is what it is.

 

[woo78]

No...

How often do you reboot? If the answer is only when it crashes, do you still have the problem if you reboot daily?

My 128GB iMac Pro gets dodgy if I let it go 4 or 5 days without a reboot. When that happens, I check available RAM to find I have under 5GB left. Memory leaks are a fact of life and I normally have 150 browser tabs open in three windows, each on its own monitor. If I let it go 6 days, it will crash.

This is not a problem I can control except by waiting the 45 seconds or so for a morning reboot (by leaving everything open, it automatically logs into everything). My 2010 iMac had that issue after a day and a half—it had 32GB RAM and took nearly 2 minutes to reboot and log in.

It is what it is.

hi. I am not sure it is related to memory. I don’t use this computer at all but testing now. I formatted and installed newest OS and put images on the Photos App. Then it crashes every time without running any other apps. Sometimes it just freezed while I am importing images from iPhone. Definitely, it stopped or shutdown within the day for my case but the timing is so random making my external hard disk broken. It happens within a hour or 3 hours laters or 8 hours later... One day I set the iPhone to record the screen and captured the moment it stopped and took 8 hours recording.

 

[mikehalloran]

hi. I am not sure it is related to memory. I don’t use this computer at all but testing now. I formatted and installed newest OS and put images on the Photos App. Then it crashes every time without running any other apps. Sometimes it just freezed while I am importing images from iPhone. Definitely, it stopped or shutdown within the day for my case but the timing is so random making my external hard disk broken. It happens within a hour or 3 hours laters or 8 hours later... One day I set the iPhone to record the screen and captured the moment it stopped and took 8 hours recording.

You didn't answer my question. Do you reboot daily or only after it crashes?

What do the crash reports tell you? Have you had Apple look at them?

 

[woo78]

You didn't answer my question. Do you reboot daily or only after it crashes?

What do the crash reports tell you? Have you had Apple look at them?

Hi, I reboot the computer whenever I had a chance meaning 2-3 times a daily and also when it crashes. Now I am waiting another crash when idling but this time it takes longer - for this case, I reboot the computer less than 12 hours. Apple looked into the error message already and I sent many diagnostic data reports using their capture data program. They haven’t found anything yet. Now they asked me to do Dump Memory check using my macbook pro. I went to Genius bar 3 days ago hoping they could provide any other solution but they check the computer with hardware testing program saying no problem in it. Genius said I need to consult with Apple Care again.... what the..

 

[mikehalloran]

Are you running 10.14.5? If not, what OS?

 

[woo78]

Are you running 10.14.5? If not, what OS?

Yes, I formatted the computer again 3days ago and setup latest OS 10.14.5. Apple don’t take error reports in past OS versions. It is nagging to report crashes report again whenever they release newer OS and I had to wait 10-15 days to receive answers that they couldn’t find any solutions.

 

[woo78]

Can you post the entire error log here? There should be a stack trace that shows what is really to blame. Thanks.

Hi, I had two crashes today. One had no error message but this time I got the error message and I attached as PDF format. could you take a look at it?

 

[DeltaMac]

Just a BridgeOS crash. It's related to the (somewhat mysterious) T2 chip.
Apple apparently hasn't got that sorted out yet.

 

[SecuritySteve]

Your panics are caused by the Apple graphics kernel extension. When you are moving these pictures onto your Mac, it is processing each picture through the GPU. It looks like the kernel itself is crashing during that processing, which is pretty interesting.

How big is your photo library that you are importing / editing?

Edit: It also looks like the kernel panic was caused due to the machine trying to sleep during this process. If you disable sleep in system preferences, and just use screen powered off instead, you might avoid your panics.

[doublepost=1559318807][/doublepost]

Just a BridgeOS crash. It's related to the (somewhat mysterious) T2 chip.
Apple apparently hasn't got that sorted out yet.

No, this is not that.

 

[mikehalloran]

If you disable sleep in system preferences, and just use screen powered off instead, you might avoid your panics.

Agreed. I don't let my iMacs sleep; only the display.

In addition, I have App Nap turned off. Not trying to conserve battery power on a desktop, ya know? Some of my AV apps don't play nice with App Nap at all.
https://www.lifewire.com/control-how-mac-applications-use-app-nap-2260788

Something else to try: Change the color profile for your display to anything other than the default. System Preferences/Display/Color. Uncheck the box for Show profiles for this display only and you'll see a list. Pick anything else and see if that affects this at all. I've read complaints of 10 bit being an issue for iMP users with certain apps.

 

[mikey8811]

My iMac pro have the maximum specs with 64 RAM. I want some of you who have the same problems test the computer just deleting Photo library. I should call the Apple care again today to talk about the issue. Really hate service quality and their mind treating customer. I hope they admit the error and refund the computer soon.

I feel your pain having just returned a base 27 in iMac. Really, Apple Care support is appalling.

For a brand new computer that costs so much to crash using an app like Photos that is designed to work with it by Apple themselves is certainly no go. I would just return it and get a refund rather than continue with the endless process of helping Apple troubleshoot an issue that shouldn't be there in the first place.

How often do you reboot? If the answer is only when it crashes, do you still have the problem if you reboot daily?

My 128GB iMac Pro gets dodgy if I let it go 4 or 5 days without a reboot. When that happens, I check available RAM to find I have under 5GB left

It's amazing the excuses and accommodation that people make to keep using a Mac with sub par performance. Granted my usage is not as taxing as yours but I had multiple Firefox tabs open at the same time and left my old MacBook running without a reboot for months sometimes and it worked fine.

 

[woo78]

Agreed. I don't let my iMacs sleep; only the display.

In addition, I have App Nap turned off. Not trying to conserve battery power on a desktop, ya know? Some of my AV apps don't play nice with App Nap at all.
https://www.lifewire.com/control-how-mac-applications-use-app-nap-2260788

Something else to try: Change the color profile for your display to anything other than the default. System Preferences/Display/Color. Uncheck the box for Show profiles for this display only and you'll see a list. Pick anything else and see if that affects this at all. I've read complaints of 10 bit being an issue for iMP users with certain apps.

Thanks for the tip! I uploaded my current setting that has constant errors. I will try the setup you advised soon.
[doublepost=1559383497][/doublepost]

I feel your pain having just returned a base 27 in iMac. Really, Apple Care support is appalling.

For a brand new computer that costs so much to crash using an app like Photos that is designed to work with it by Apple themselves is certainly no go. I would just return it and get a refund rather than continue with the endless process of helping Apple troubleshoot an issue that shouldn't be there in the first place.



It's amazing the excuses and accommodation that people make to keep using a Mac with sub par performance. Granted my usage is not as taxing as yours but I had multiple Firefox tabs open at the same time and left my old MacBook running without a reboot for months sometimes and it worked fine.

Hi, When they decided to send me the new iMac Pro but it came out that it had still the same problem. That point, I wanted to get a refund before I got some mental illness but Apple said no because only within 14 days I can get a refund. So stupid policy they have. I think that policy is reasonable when they provide properly normal product to the customers. They don't care about the customers and they don't take this as their fault. We need to wait until they can figure out which one is related to this panic and I should take this for granted.
[doublepost=1559384347][/doublepost]

Your panics are caused by the Apple graphics kernel extension. When you are moving these pictures onto your Mac, it is processing each picture through the GPU. It looks like the kernel itself is crashing during that processing, which is pretty interesting.

How big is your photo library that you are importing / editing?

Edit: It also looks like the kernel panic was caused due to the machine trying to sleep during this process. If you disable sleep in system preferences, and just use screen powered off instead, you might avoid your panics.

[doublepost=1559318807][/doublepost]
No, this is not that.

Hi, I have nearly 60Gb in my photos library. At this state, if I deleted 99%, the same errors will happen again. I did this several times before. I don't think it is related to the size of the library.

I just checked the news below this time. I was using G-technology 12T Thunderbolt 3 external hard drive and USB-C Digital AV multipart to connect 27 inch display. I changed the whole G-tech hard drive because its hard disks broken down due to several sudden computer shutdowns. My USB-C connect adapter didn't workout well meaning it didn't support full resolution of my 27 inch screen but Apple haven't figured out why. Well, checking this news below, I will put my computer on this time with no other Thunderbolt3 connected to anything.
https://wccftech.com/apple-t2-audio-problems-mac/

 

[mikey8811]

Hi, When they decided to send me the new iMac Pro but it came out that it had still the same problem. That point, I wanted to get a refund before I got some mental illness but Apple said no because only within 14 days I can get a refund. So stupid policy they have. I think that policy is reasonable when they provide properly normal product to the customers. They don't care about the customers and they don't take this as their fault. We need to wait until they can figure out which one is related to this panic and I should take this for granted.

Sorry to hear about your mental illness. Apple customer service sucks big time. It is unscrupulous that they should take advantage of your illness and not give you an exception to the 14 day refund deadline.

Since they are so unrelenting and sold you a faulty product to begin with and it really isn't your job to keep helping them troubleshoot, I would just keep returning the iMac for a new replacement until they are weary of replacing it continuously and grant you a refund.

Hi, I have nearly 60Gb in my photos library. At this state, if I deleted 99%, the same errors will happen again. I did this several times before. I don't think it is related to the size of the library.

60 Gb isn't large for a Photos library accumulated over time. Mine is the same size and it loaded fine even on the base 27 in iMac I just returned.

 

[mikehalloran]

It's amazing the excuses and accommodation that people make to keep using a Mac with sub par performance.

Performance of my machine is excellent. No sub-par performance anywhere. I was relating some of the facts of life, nothing more.

Mine is working like a champ. You've left your rant all over the internet because you refused to believe that a clean install was the solution.

I was using G-technology 12T Thunderbolt 3 external hard drive and USB-C Digital AV multipart to connect 27 inch display

Ahhh... you left a lot out.

There is no reason to believe, based on what you've finally revealed, that your iMP has a problem at all. That there is a problem? Yes — but that it is what you think? No reason at all.

What happened when you changed the Color Profile—or did you try that?

 

[woo78]

Performance of my machine is excellent. No sub-par performance anywhere. I was relating some of the facts of life, nothing more.

Mine is working like a champ. You've left your rant all over the internet because you refused to believe that a clean install was the solution.

Ahhh... you left a lot out.

There is no reason to believe, based on what you've finally revealed, that your iMP has a problem at all. That there is a problem? Yes — but that it is what you think? No reason at all.

What happened when you changed the Color Profile—or did you try that?

Great to hear that your computer is working well. I didn't try your suggestion about the Color Profile yet. But I found that Thunderbolt 3 is pretty much related to this crash based on my test. With factory setting, no other apps installed but with several images imported to Photos, this doesn't have any problem within a day. But when I connected IMP to additional 27 inch monitor with Apple Thunderbolt connector it crashes again. This is not just my problem as you can check the news below. And my G-technology 12 G Thunderbolt 3 have constant connecting problem. The disks didn't show up on the screen properly. It takes hours.. I am not just complaining all over the Internet. I want the problem fixed soon. There are many people having these problems.

https://wccftech.com/apple-t2-audio-problems-mac/