689      iPhone_iPad_Mac_apple

New 2017

I recently received my brand new iMac Retina 5K, 27”

SPECS: Mid 2017 model - 4,2 GHz Intel Core i7 - 64 GB RAM - 1TB SSD - Radeon Pro 580 8192 MB

The machine works absolutely fine, in all senses…

There is only a worrying problem that occurs from time to time, in a random way: sometimes, when I turn-off the machine using the regular Apple Icon > Turn Off, the screen goes to a very dark grey (almost black) and stays like that… forever… Then I need to press the power button to force the turn-off (and consequently I receive an alert text the next time I turn-on the computer again “You didn’t shut-off your machine correctly previous time…”)

EDIT, just to comment that this problems occurs also (sometimes), even if I perform an Apple Icon > Close Session > Turn Off

See attached image showing the dark-grey screen… The problem occurs in a completely random fashion: no matter I connect the second screen of not. No matter I connect any external device or not… Sometimes it occurs… Sometimes it doesn't, and then it turn-off fine…

I have made 2 calls to the Apple Support explaining the problem. First call (12 days ago) we applied a SMC reset and a NVRAM reset. Next day I updated the machine to the 10.12.6 OS update. And all seemed to work fine… for 3-4 days.

But last week it happened again. Second call to Apple support. Again, a new SMC reset and a turn-on pressing “D” to get a diagnosis: all was completely fine in diagnosis. But again, 2 days later it happened once more. And just yesterday it happened doing a RESTART: the screen went to dark grey and the computer didn’t restarted. I needed to press the power button to force turn-off…

I will make a new third call to Apple support tomorrow…

There is an important detail, also: the provider where I acquired this computer has told me that he received another very similar machine, days later (just with fusion-drive, instead of SSD, and a different amount of RAM) and he experienced that exact problem, at least once. A different machine, the same problem.

Someone more is experience something like this?

Some advice?

Thanks in advance.!

Only one suggestion to help narrow this down to the iMac itself.

1. Before powering-up the iMac, remove any peripherals from your iMac except the keyboard and mouse.
2. Use you Mac as usual, and then, power it down.

If the issue still exists, then I would suspect the iMac. If it disappears, then it may be caused by the specific peripheral that you had connected to it.

Thanks for your feedback, Tesserax!

That is one of the first things I did: unplug any other peripheral (external hard disks, secondary screen, sound amplifier…) all, except the keyboard and mouse.

And the issue still persist :-(

Sorry that didn’t resolve the issue. It certainly looks like the issue is with your new iMac unfortunately. At this point I would suggest that you make a Genius Bar appointment at your local Apple Store to have them take a look or get a replacement as it should be under the AppleCare+ warranty.

Hi again, Tesserax!

Yes, I’m relaxed, being the fact that this machine is completely new and covered by the AppleCare warranty (I ever add the 3-years AppleCare service).

Tomorrow will make a new call to the Apple Support (since they already are aware of this problem and I have a case-reference assigned).

I decided to leave here my issue just to see if any other person is suffering something similar with these new iMacs. Specially because, as I said, my supplier has also experienced the same issue with a different machine. And that “coincidence” makes me suspect that, maybe, we have here a relatively “common” issue…

If I have some feedback from Apple, tomorrow or in the next days, I will came here to share my case.

Thanks again for your feedback! :-)

Just to leave here a track of this issue:

This morning I talked with Apple Support (my third call there…). We performed two basic tasks:

— Turn on in Safe Mode using SHIFT key. The machine started and all seemed fine…

…shut down (well) and…

— Turn on again using CMD+R to use Recover Mode > First Aid. And again: all seemed fine…

The support guy suggested also to perform a System Reinstall if problem persists (using also the CMD+R route at starting)

And finally, if even with a System Reinstall the issue remains here, he suggested to make a new call to Apple Support to arrange a delivery to the nearest Apple-Center Tech-Service in my town.

As a side note:

A good friend of mine (a tech guy, math doctor, coder and expert in Unix/Linux) suggested also to use Terminal to shut down the machine, using sudo shutdown -h now

He stated that if machine does not shut down properly using that command, then is pretty sure (not absolutely true, but very probable) that the issue is related with hardware (or at least with BIOS or something “deeper”). But if all goes fine, ever, using those commands, then we could be pretty sure that something is wrong with some piece of software (on system or maybe with a third part thing).

It’s something discouraging to have such an incredible powerful and expensive machine, and suffer these issues just the first days. In my 25 as Mac user, with 8 different Macs, is the first time I experience something like this :-/

Thanks for providing us an update ...

My new 27" iMac did just the same... then I found it was in the middle of a Sierra update, and with no start up chime I was a little confused. Just left it and all was ok.

Hi David!

Glad you found the solution for your issue. And yes, the fault of startup chime is a pain…

The first time I had my issue, of course, I thought that my Mac was “doing something in the background” (cleaning or updating something…). That first time I left it for 15-20 minutes, with the screen “almost-black”, and finally I turned it off with the power button.

Next day I had the second iteration of issue. Just in case I left it for 1 hour with the dark grey screen, and finally, again the power button…

I’m pretty sure my computer is not doing anything during those issues (Apple Support discarded it, also…)

And of course, I don’t see any pending update in the AppStore (10.12.6 here)

Just as an update of my case:

— Yesterday I turned off using the Terminal: sudo shutdown -h now

No luck, the same issue :-(

— Today I have deleted all the stuff in “Startup Items” (Dropbox, DefaultFolder, KeyboardMaestro, etc). I uninstalled also Little Snitch. And disabled the “1Password Mini” feature. All those steps in order to eliminate all the stuff that loads automatically once I start my machine (which could cause some freeze during shout-down, maybe…)

• If all goes fine for 3-4 days, then I will be almost sure that some of those startup apps is the “guilt”.
• If the issue remains (and I have another “grey-screen” today, then I will try the “Reinstall-System” route.
• And if that also fails, then I will call to Apple Support to delivering my iMac to a tech-guy in an AppleCenter.

A couple of weeks later, I’m here again because this issue is still crashing my head :-/

The last thing I said here was to “remove all the stuff from “Startup Items”, exactly these apps:

— Dropbox

— Default Folder X

— Keyboard Maestro

— PopChar

— SizeUp

— AdobeResourcerSynchronizer

I did this on August 2, and unfortunately, that day the iMac neither turned off fine. Same bad shut-down problem… :-(

But here comes important NEWS:

— On August 3 I did a complete System Reinstall (pressing CMD-R at starting and choosing the adequate option), following Apple Support suggestion. It toke around 20-30 minutes. Very clean, similar to do a simple “System Update”

And, hey: my iMac has been working absolutely fine and turning off correctly FOR 10 DAYS!!!.

Until today, August 14… :-(

With more details:

— On August 3 I did the mentioned System Reinstall. And I also decided NOT to enable those “Startup Items”, for a time, just in case…

Since all went fine day after day, along 10 days, just YESTERDAY I decided, step by step, start to enabling my disabled “Startup Items”.

— Yesterday I enabled “SizeUp”. And the machine went off properly. Good.

— Today, this morning, I enabled “KeyboardMaestro” AND I just received a brand new cable (Satechi USB-C to HDMI). Once I received the pack from Amazon, I turned off my secondary 27” Dell screen, disconnected the previous provisional Adapter+HDMI cable, connected the new Satechi and all went fine. The second screen was working fine. Perfect resolution and image quality. Good.

BUT!

I decided to shut-down the iMac just to check if the new cable detected the external screen at starting (I had problems here, the very first days, with a previous Targus adapter), and… BOOM! The iMac didn’t shut down properly!. The same problem I was suffering for +2 weeks… :-(

And I have suffered a second bad shut-down, again, trying a few minutes later…

Now I’m not sure if the problem could be:

— With the “KeyboardMaestro” startup-item (the one I decided to re-enable just this morning)

— Or maybe the USB-C/HDMI cable replacement?

— Or maybe some other “mysterius” thing?

Once I started again I decided to remove again both startup items, “SizeUp” and “KeyboardMaestro”, just in case (because, I repeat: I worked absolutely fine for 10 days!)

I will observe how all evolves…

I’m frankly “heart broken” with all these issues… Specially today, after 10 days working and shutting down properly…

Cristobal,

Please call AppleCare again, if they cannot fix this issue  please ask that the issue be escalated to a senior tech. They will do this for you, if the issues persists after working with a senior tech you can begin the process of  taking the computer to the Apple Store you bought it from and advise of the issue. When you do, be organized and advise who you spoke to and when, the suggestions and results. Bring your original sales receipt etc...

If you bought it from an Apple store or from Apple's online store you can request an exchange. If you bought it from a third party reseller then it did not come from Apples inventory and you need to work with your reseller to see if they might exchange it.

Yes..I thought my 2017 27" with fusion drive had the same problem...dark screen (no chime [thanks Apple])..but after a hour or so it was a system update.. Was looking to box it up and send it back

Post update all is good..  Have your tried resetting the RAM?

Thanks for your feedback, rkaufmann87!

I bought from a local distributor. But when I called to Apple Support they said that this will be handled by them, not problem at all (and I have also the extended AppleCare).

Today and tomorrow are holidays here in Spain… I will surely contact my reseller and/or also directly to AppleSupport in a couple of days…

David: what do you mean with “Resetting the RAM”? I have made various NVRAM-resets, if that is what you really mean…

Resetting the RAM means removing it and reseating it. That's all that really can be done.

By chance did you upgrade the RAM  yourself? If so exactly what brand did your purchase and where did you purchase it from?

Thanks rkaufmann87!

The RAM was upgraded by my local provider (25 years acquiring my Macs there, and he is very careful with those things…)

Don't know the brand, but my provider said “it's completely secure…”

On the other hand, all the diagnosis (including the one pressing “D” at starting) says that all, including RAM, is OK.

And working 8-9 hours daily with this machine and absolutely ALL works fine (except the shut-down)

Here is a capture showing the System Info relating to RAM (not sure how to check the brand apart from removing to see… And I prefer not to do that myself…)

最後更新：2017-09-03 23:30:13

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