480
Help with a crash report
Hi everyone,
Recently purchased a refurbished MacBook Pro (Retina, 13-inch, Early 2015) through Apple and I've been seeing crashes a couple times in the morning when I open up the computer (which is simply sleeping during the night). The screen simply stays black no matter what key I press, and this requires that I press the power button several seconds to power cycle the MBP. A window then pops up saying "Your computer was shut down due to a problem [...]".
As I'm fairly new to MacOS, I'm having a hard time finding the source of this and I don't know if it's hardware or software related - and whether I should bring the MBP to an Apple store for them to check it up.
The MBP is running MacOS Sierra 10.12.5 (16F73), and here's what I could find in system.log :
Jul 16 04:37:19 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72005]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 04:37:22 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72008]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 04:37:22 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook): Service only ran for 0 seconds. Pushing respawn out by 1 seconds.
Jul 16 04:37:23 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72015]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:37:23 Alexandres-MBP syslogd[35]: ASL Sender Statistics
Jul 16 05:37:25 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.xpc.launchd.oneshot.0x1000006a.BetterTouchTool[71890]): Service exited due to signal: Terminated: 15 sent by BTTRelaunch[71895]
Jul 16 05:37:25 Alexandres-MBP com.apple.xpc.launchd[1] (com.hegenberg.BTTRelaunch.4524[71895]): Service exited due to signal: Terminated: 15 sent by BetterTouchTool[72030]
Jul 16 05:37:46 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72041]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:40:36 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72120]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:40:41 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.imfoundation.IMRemoteURLConnectionAgent): Unknown key for integer: _DirtyJetsamMemoryLimit
Jul 16 05:41:11 --- last message repeated 1 time ---
Jul 16 05:41:36 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72167]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:41:40 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72173]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:41:41 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook): Service only ran for 0 seconds. Pushing respawn out by 1 seconds.
Jul 16 05:41:42 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.quicklook[72178]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Jul 16 05:41:46 Alexandres-MBP Google Chrome[69352]: objc[69352]: __weak variable at 0x608000422e50 holds 0x2121212121212121 instead of 0x600002235920. This is probably incorrect use of objc_storeWeak() and objc_loadWeak(). Break on objc_weak_error to debug.
Jul 16 05:41:46 Alexandres-MBP Google Chrome[69352]: objc[69352]: __weak variable at 0x608002c3f690 holds 0x2121212121212121 instead of 0x600002235920. This is probably incorrect use of objc_storeWeak() and objc_loadWeak(). Break on objc_weak_error to debug.
Jul 16 05:41:46 Alexandres-MBP Google Chrome[69352]: objc[69352]: __weak variable at 0x608001025230 holds 0x2121212121212121 instead of 0x600002235920. This is probably incorrect use of objc_storeWeak() and objc_loadWeak(). Break on objc_weak_error to debug.
Jul 16 05:41:46 Alexandres-MBP Google Chrome[69352]: objc[69352]: __weak variable at 0x608001837550 holds 0x2121212121212121 instead of 0x600002235920. This is probably incorrect use of objc_storeWeak() and objc_loadWeak(). Break on objc_weak_error to debug.
Jul 16 06:40:00 Alexandres-MBP syslogd[35]: ASL Sender Statistics
Jul 16 06:40:01 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 440 times - this may be a leak
Jul 16 06:40:01 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 460 times - this may be a leak
Jul 16 06:40:01 Alexandres-MBP awdd[149]: Diagnostics Report
Jul 16 06:40:02 Alexandres-MBP com.apple.xpc.launchd[1] (com.apple.imfoundation.IMRemoteURLConnectionAgent): Unknown key for integer: _DirtyJetsamMemoryLimit
Jul 16 06:40:02 Alexandres-MBP awdd[149]: Diagnostics Report
Jul 16 06:40:02 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 480 times - this may be a leak
Jul 16 06:40:03 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 500 times - this may be a leak
Jul 16 06:40:04 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 520 times - this may be a leak
Jul 16 06:40:05 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 540 times - this may be a leak
Jul 16 06:40:07 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 560 times - this may be a leak
Jul 16 06:40:07 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 580 times - this may be a leak
Jul 16 06:40:08 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 600 times - this may be a leak
Jul 16 06:40:09 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 620 times - this may be a leak
Jul 16 06:40:10 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 640 times - this may be a leak
Jul 16 06:40:10 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 660 times - this may be a leak
Jul 16 06:40:11 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 680 times - this may be a leak
Jul 16 06:40:12 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 700 times - this may be a leak
Jul 16 06:40:13 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 720 times - this may be a leak
Jul 16 06:40:13 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 740 times - this may be a leak
Jul 16 06:40:14 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 760 times - this may be a leak
Jul 16 06:40:15 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 780 times - this may be a leak
Jul 16 06:40:16 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 800 times - this may be a leak
Jul 16 06:40:16 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 820 times - this may be a leak
Jul 16 06:40:17 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 840 times - this may be a leak
Jul 16 06:40:18 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 860 times - this may be a leak
Jul 16 06:40:19 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 880 times - this may be a leak
Jul 16 06:40:20 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 900 times - this may be a leak
Jul 16 06:40:20 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 920 times - this may be a leak
Jul 16 06:40:21 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 940 times - this may be a leak
Jul 16 06:40:22 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 960 times - this may be a leak
Jul 16 06:40:23 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 980 times - this may be a leak
Jul 16 06:40:24 Alexandres-MBP SystemUIServer[267]: notify name "user.uid.501.com.apple.inputmethod.handwriting.availabilityOnTouchBarChanged" has been registered 1000 times - this may be a leak
Jul 16 06:41:14 localhost bootlog[0]: BOOT_TIME 1500201674 0
Any thoughts on what could be causing this, or what steps can I take to investigate this further? Google doesn't seem to give me any hints about the "this may be a leak" couple last lines (which I suspect are related to the problem).
Thanks.
If you are not actually getting a kernel panic, then it could be some other problem.
No, random panics would not rule out MATLAB. The only way to rule out MATLAB is to uninstall it.
Further, the only way to rule out other non-hardware issues is to erase and reinstall.
You have a few other system modifications for which I am unaware of their affect: PulseSecure, LastPass, Juniper, Spotify. I don't know if they would randomly trip some wake from sleep problem.
There are quite a few sleep/wake failures referenced on the forums, it may just be another of those.
If you then still have problems, take it to Apple while it is still under warranty.
I'm not proficient reading crash reports but I would uninstall Better touch Tool per it's developers instructions. Don't use any third party app cleaners or removers. It might help for you to run and post the result of EtraCheck https://etrecheck.com/
Here's EtreCheck's results :
EtreCheck version: 3.4 (420)
Report generated 2017-07-16 07:57:27
Download EtreCheck from https://etrecheck.com
Runtime: 1:43
Performance: Excellent
Click the [Lookup] links for more information from Apple Support Communities.
Click the [Details] links for more information about that line.
Problem: Other problem
Description:
Screen stays black.
MacBook Pro (Retina, 13-inch, Early 2015)
[Technical Specifications] - [User Guide] - [Warranty & Service]
MacBook Pro - model: MacBookPro12,1
1 2.7 GHz Intel Core i5 (i5-5257U) CPU: 2-core
8 GB RAM Not upgradeable
BANK 0/DIMM0
4 GB DDR3 1867 MHz ok
BANK 1/DIMM0
4 GB DDR3 1867 MHz ok
Bluetooth: Good - Handoff/Airdrop2 supported
Wireless: en0: 802.11 a/b/g/n/ac
Battery: Health = Normal - Cycle count = 12
Intel Iris Graphics 6100 - VRAM: 1536 MB
Color LCD 3360 x 2100
APPLE SSD SM0128G disk0: (121.33 GB) (Solid State - TRIM: Yes)
EFI (disk0s1 - MS-DOS FAT32) <not mounted> [EFI]: 210 MB
(disk0s2) <not mounted> [CoreStorage Container]: 120.47 GB
Recovery HD (disk0s3 - Journaled HFS+) <not mounted> [Recovery]: 650 MB
USB30Bus
Broadcom Corp. Bluetooth USB Host Controller
Apple Inc. thunderbolt_bus
Macintosh HD (disk1 - Journaled HFS+) / [Startup]: 120.11 GB (34.75 GB free)
Physical disk: disk0s2 120.47 GB Online
macOS Sierra 10.12.5 (16F73) - Time since boot: less than an hour
Mac App Store and identified developers
/Applications/MATLAB_R2016b.app
[not loaded] com.mathworks.sldrtkrn (5.3.0 - OS X 10.8) [Lookup]
[not loaded] 7 Apple tasks
[loaded] 184 Apple tasks
[running] 91 Apple tasks
[not loaded] 40 Apple tasks
[loaded] 172 Apple tasks
[running] 104 Apple tasks
[not loaded] com.teamviewer.teamviewer.plist (TeamViewer GmbH - installed 2017-06-20) [Lookup]
[not loaded] com.teamviewer.teamviewer_desktop.plist (TeamViewer GmbH - installed 2017-05-23) [Lookup]
[running] net.pulsesecure.pulsetray.plist (? 3d73aecc 80b2db18 - installed 2017-06-24) [Lookup]
[running] org.macosforge.xquartz.startx.plist (Apple Inc. - XQuartz - installed 2016-10-26) [Lookup]
[loaded] com.teamviewer.Helper.plist (TeamViewer GmbH - installed 2017-05-23) [Lookup]
[not loaded] com.teamviewer.teamviewer_service.plist (TeamViewer GmbH - installed 2017-06-20) [Lookup]
[running] net.pulsesecure.AccessService.plist (? 1d36417 11c8af57 - installed 2017-06-24) [Lookup]
[loaded] net.pulsesecure.UninstallPulse.plist (? 54408489 21555d79 - installed 2017-06-24) [Lookup]
[loaded] org.macosforge.xquartz.privileged_startx.plist (Apple Inc. - XQuartz - installed 2016-10-26) [Lookup]
[loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2017-06-23) [Lookup]
[running] com.lastpass.LastPassHelper.plist (? ? ? - installed 2017-06-25) [Lookup]
[running] com.spotify.webhelper.plist (Spotify - installed 2017-06-26) [Lookup]
[loaded] net.juniper.SetupClient.plist (? 67683436 2dda7885 - installed 2017-06-24) [Lookup]
[running] tv.plex.player-helper.plist (? cc7bdb1f 781aae0c - installed 2017-06-22) [Lookup]
Snap Application
(/Applications/Snap.app)
iTunesHelper Application (Apple, Inc. - installed 2017-06-21)
(/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)
BetterTouchTool Application
(/Applications/BetterTouchTool.app)
XQuartz Application
(/Applications/Utilities/XQuartz.app)
QuickTime Plugin: 7.7.3 (installed 2017-06-21)
nplastpass: 4.1.2 (installed 2017-06-25) [Lookup]
[enabled] mailto: - Famlam - https://code.google.com/p/mailto-chromeextension/ (installed 2017-07-12)
[enabled] LastPass - LastPass - https://lastpass.com (installed 2017-07-15)
[enabled] Adguard AdBlocker - adguard - https://adguard.com (installed 2017-07-15)
RCDefaultApp (installed 2009-09-19) [Lookup]
Auto backup: YES
Volumes being backed up:
Macintosh HD: Disk size: 120.11 GB Disk used: 85.36 GB
Destinations:
Volume_2 [Network]
Total size: 1.97 TB
Total number of backups: 43
Oldest backup: 2017-06-25, 13:30
Last backup: 2017-07-16, 07:53
Size of backup disk: Excellent
Backup size 1.97 TB > (Disk size 120.11 GB X 3)
7% WindowServer
6% kernel_task
3% com.apple.WebKit.WebContent
2% hidd
1% Safari
762 MB kernel_task
408 MB Safari
364 MB FluidApp
238 MB com.apple.WebKit.WebContent
187 MB WindowServer
Top Processes by Network Use: ⓘ
Input Output Process name
601 KB 40 KB kernel_task
41 KB 26 KB mDNSResponder
17 KB 9 KB FluidApp
10 KB 9 KB apsd
8 KB 1 KB netbiosd
Top Processes by Energy Use: ⓘ
8.96 WindowServer
0.74 com.apple.WebKit.WebContent
0.52 com.apple.WebKit.Networking
0.46 FluidApp
3.95 GB Available RAM
776 MB Free RAM
4.05 GB Used RAM
3.19 GB Cached files
0 B Swap Used
XQuartz 2.7.11: (installed 2017-06-20)
FreeChat for Facebook Messenger: 1.1.1 (installed 2017-06-20)
TeamViewer: 12.0.78517 (installed 2017-06-20)
Snap: 1.5 (installed 2017-06-21)
Pulse Secure: 5.2.5.869 (installed 2017-06-24)
MacTeX-2017: (installed 2017-06-24)
Monit: 1.2 (installed 2017-06-28)
Install information may not be complete.
2017-07-16 07:13:57 Last shutdown cause: 3 - Hard shutdown
None of that log is important or related to your problem.
If you get the subdued screen saying you must restart, it should have generated a Panic report.
Since your Etrecheck report indicates you have a third-party kernel extension loading, MATLAB, uninstall that software using the uninstaller provided by MathWorks (or follow their instructions). Test you Mac waking from sleep without the kernel extension. If it doesn't crash, then talk to MathWorks about an update.
If it still crashes with that uninstalled, then take the Mac back to Apple as it has a hardware problem.
You can confirm if it is loaded in the Panic Log which is found in /Library/Logs/Diagnostic Reports/
It will be listed in the Last Loaded kexts section. If it is still there in the panic log, then it wasn't uninstalled correctly. You must completely uninstall it to test for kernel panics.
If you have it completely uninstalled, and you still have panics, then you can try these things before taking it to Apple:
Reset NVRAM: How to reset NVRAM on your Mac - Apple Support
Backup, then erase the drive and reinstall the OS using Recovery. Do not install anything. Test for panics.
About macOS Recovery - Apple Support
Thanks for the detailed answer.
Barney-15E wrote:
[...]
If you get the subdued screen saying you must restart, it should have generated a Panic report.
Actually, I don't get any screen at all, the screen just stays black no matter what I do. Does that change anything in your (insightful) proposed course of action?
Also, the problem is intermittent. If MATLAB's module causes a kernel panic, wouldn't it be showing every time the computer resumes from sleep? That's the kind of problem that's a bit tricky to diagnose, as the crashes are chronologically separated by ~ 2 weeks time. Hence, no reliable way to replicate it on demand.
If both answers to those questions are negative, I'll try uninstalling MATLAB as you say.
If you are not actually getting a kernel panic, then it could be some other problem.
No, random panics would not rule out MATLAB. The only way to rule out MATLAB is to uninstall it.
Further, the only way to rule out other non-hardware issues is to erase and reinstall.
You have a few other system modifications for which I am unaware of their affect: PulseSecure, LastPass, Juniper, Spotify. I don't know if they would randomly trip some wake from sleep problem.
There are quite a few sleep/wake failures referenced on the forums, it may just be another of those.
If you then still have problems, take it to Apple while it is still under warranty.
The odd thing is that I've already been through all the logs I could find and there's nothing that makes me suspicious. I didn't install anything that exotic yet so apart from a failed install, I really have no clue.
If there's really no other avenue, I guess I'll try the uninstall/reinstall way like you suggest. Then again, if the problem persists over time that's probably going to mean it's a hardware issue - else it would eventually be patched through the updates on installed software.
Thanks for your help!
Hi again,
Quick update : I went the "uninstall and wait" route for the most suspicious apps on my MBP and think I found the culprit - the MATLAB module (Simulink Desktop Real-Time) associated with the kernel module you see in the report, as you suggested. It's been a few weeks now and I've seen no panics anymore when resuming from sleep.
Thanks again for your input and I hope this post will help others !
最后更新：2017-08-29 22:18:58
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