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2016 15" MBP Sleep Wake Failure crash
- Thread starter Keleko
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I received a call back from Apple Executive Relations today, and the gentleman I spoke with asked me if I would speak to and engineer from Apple regarding this. They are supposed to call me @ 5:30 PST. I'll post the results of the call.
So here is where we are right now:
At 5:00 PST (earlier than expected) One of the AppleCare Senior Specialists called me and we discussed the issues with the MacBook Pro and the sleep / wake issue. He then sent me a disk image with software called "Capture Data" which does exactly what it says. It reads all kinds of information regarding your system and imparts it into a bunch of .dmg files.
As I had mentioned before in an earlier post, I was running 10.12.4 beta 2 and the issue still occurred, but since it was beta software, I didn't want Apple to be able to attribute my problems to that. So prior to his call, I wiped the machine and re-installed via recovery (10.12.2), then updated to 10.12.3. I ran the capture data program on the fresh install. We spoke for a while longer while this was happening, and I was then instructed to use the machine as normal. I installed Creative Cloud, and then left to get dinner. As soon as I returned home and attempted to wake the system, it wouldn't respond. Again, this was with a brand new install of 10.12.3. I then took pictures of the situation, force rebooted the machine, and then re-ran the capture data program (when you submit the files, you login to a special page with your AppleID and send the data (which was approximately 204mb)).
I have zipped both folders, and included my pictures, left detailed descriptions, AND spoken with the Apple again. He has received my data, and will send it on to the engineering team, who he tells me usually gets back to him within 24 hours. Being as it was later this evening when everything was submitted (8:00 PST), I expect to hear back Monday, but tomorrow is not out of the question.
So, as it stands now, the engineers will have viable data in regards to what is causing this issue. I'm grateful that my MacBook Pro failed on the first sleep of the new install.
I'll keep you all posted on what happens from here, but at least this is a step in the right direction!
At 5:00 PST (earlier than expected) One of the AppleCare Senior Specialists called me and we discussed the issues with the MacBook Pro and the sleep / wake issue. He then sent me a disk image with software called "Capture Data" which does exactly what it says. It reads all kinds of information regarding your system and imparts it into a bunch of .dmg files.
As I had mentioned before in an earlier post, I was running 10.12.4 beta 2 and the issue still occurred, but since it was beta software, I didn't want Apple to be able to attribute my problems to that. So prior to his call, I wiped the machine and re-installed via recovery (10.12.2), then updated to 10.12.3. I ran the capture data program on the fresh install. We spoke for a while longer while this was happening, and I was then instructed to use the machine as normal. I installed Creative Cloud, and then left to get dinner. As soon as I returned home and attempted to wake the system, it wouldn't respond. Again, this was with a brand new install of 10.12.3. I then took pictures of the situation, force rebooted the machine, and then re-ran the capture data program (when you submit the files, you login to a special page with your AppleID and send the data (which was approximately 204mb)).
I have zipped both folders, and included my pictures, left detailed descriptions, AND spoken with the Apple again. He has received my data, and will send it on to the engineering team, who he tells me usually gets back to him within 24 hours. Being as it was later this evening when everything was submitted (8:00 PST), I expect to hear back Monday, but tomorrow is not out of the question.
So, as it stands now, the engineers will have viable data in regards to what is causing this issue. I'm grateful that my MacBook Pro failed on the first sleep of the new install.
I'll keep you all posted on what happens from here, but at least this is a step in the right direction!
Big question here is, is it HW issue or SW issue?
I also have this issue, I did not have it before I did start to use my external Display a 1080p Samsung display trough the Apple (branded) USB-C to HDMI/USB-A/USB-C
I also have this issue, I did not have it before I did start to use my external Display a 1080p Samsung display trough the Apple (branded) USB-C to HDMI/USB-A/USB-C
I'm not sure. The fact that they have found issues with the 5k and have stopped shipping it currently leads me to think its hardware.
My MacBook Pro works perfectly when it's not connected to the 4k UltraFine, and that worries me. Yes I bought it from Apple, but how far do they have to go as far as warranty and such goes? Are we all going to get passed off to LG?
We can make sure of one thing, the issue are wide spread just google on it and you can see that many people have this issue that there MBP reboots during sleep and then they have a error report.
1. It's not only with LG 5K displays it seems to happen for people with other displays also as for me with the 1080p display from Samsung.
2. And it's not because of the USB-C adapter / Hub I have seen this been reported from people that are using different hubs, I use Apples own hub (HDMI/USB-A/USB-C)
3. It also seems that the issue only happens when the MBP sleeps for more then 1h when it's going in to hibernatemode.
I just want to make sure, for you, the MBP reboots during sleep is that correct? And you get a report error window when you login?
Only things thats left is that Apple have a major issue with the USB-C board in the MBP or that it's a software issue.
So my issue is as you described, and yes, there are multiple "bad reviews" on the Apple Store site for the displays saying the exact same thing. I don't get get the crash message often. What I get is the login screen where you choose user or guest (if enabled), and then all of the startup programs (like adobe cc) start again, etc.
I have sent the data to Apple and am waiting a response from the team that is handling my case. Also, I should note that when my machine doesn't come back on per she with the Bluetooth keyboard or Magic Trackpad, I have successfully been able to get it to come back on by disconnecting the LG display, closing the lid to my MacBook Pro, waiting a few moments, and then opening the lid again... it will work correctly then.
I really hope this is software related... it's much easier to patch if than to get LG to fix them all...
Edit: I wanted to add that I too had issues with the Apple MultiAV Adapter and hdmi...that's the reason I bought the 4K ultrafine... my 29" ultra wide didn't like the adapter...
Ok, but you have seen the crash message sometime?
I have also have been reporting a bug to Apple regarding this from my Developer account.
Please quote my post when you get some news from Apple regarding this.
Yes I have had messages regarding restart because of a problem. Apple has me using their "Capture Data" app that records a ton of data and I then upload it to a specific site via a link they provided. All of this data gets injected to my current case and such. I am also in daily contact with a senior support specialist that was assigned to me via an executive liaison from Apple.
Ok that sounds good, I do hope that it's a software issue I can't send my MBP for repair the downtime 'll be to long for me.
Date/Time: 2017-02-12 19:12:50 +0100
OS Version: Mac OS X 10.12.3 (Build 16D32)
Architecture: x86_64h
Report Version: 25
Data Source: Stackshots
Event: Sleep Wake Failure
Duration: 0.05s
Steps: 5
Hardware model: MacBookPro13,1
Active cpus: 4
thats the start of my error log after reboot, but I'm guessing it's the same as the rest of you guys.
(you can find it in Console.app -> System Reports -> then it should be a file there that starts on "Sleep Wake Failure"
Hi,
Can you try to enter this command in Terminal?
log show --style syslog | fgrep -i sleep | fgrep -v mDNS
Then lock during the time that you did have a wakeup issue (rebooted due to a problem)?
You should find something like this:
Code:
2017-02-12 19:05:12.850200+0100 localhost kernel[0]: PMRD: prevent idle sleep list: IODisplayWrangler- (0)
2017-02-12 19:05:12.850202+0100 localhost kernel[0]: prevent idle sleep list: IODisplayWrangler- (0)
2017-02-12 19:05:12.853773+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] System will sleep
2017-02-12 19:05:12.853004+0100 localhost securityd[82]: [com.apple.securityd.powerwatch] system will sleep
2017-02-12 19:05:12.853007+0100 localhost securityd[82]: [com.apple.securityd.SS] 0x7fff57c4eb30 will sleep
2017-02-12 19:05:12.855157+0100 localhost identityservicesd[304]: [com.apple.IDS.IDSDaemon] System going to sleep
2017-02-12 19:05:12.855476+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] Controller will sleep: sending CBCentralManagerStatePoweredOff
2017-02-12 19:05:12.854312+0100 localhost sharingd[328]: [com.apple.sharing.Daemon] Device will sleep
2017-02-12 19:05:12.854337+0100 localhost sharingd[328]: [com.apple.sharing.Handoff] Stopping for user 501 on sleep
2017-02-12 19:05:12.855776+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.ScanManager] System sleeping, disable all scans
2017-02-12 19:05:14.145755+0100 localhost kernel[0]: PMRD: prevent idle sleep list: IODisplayWrangler+ (1)
2017-02-12 19:05:14.145757+0100 localhost kernel[0]: prevent idle sleep list: IODisplayWrangler+ (1)
2017-02-12 19:05:14.565357+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] bluetooth_sleepHandler IOPMIsAUserWake
2017-02-12 19:05:37.598201+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] System will sleep
2017-02-12 19:05:37.598380+0100 localhost sharingd[328]: [com.apple.sharing.Daemon] Device will sleep
2017-02-12 19:05:37.598401+0100 localhost sharingd[328]: [com.apple.sharing.Handoff] Stopping for user 501 on sleep
2017-02-12 19:05:37.599264+0100 localhost identityservicesd[304]: [com.apple.IDS.IDSDaemon] System going to sleep
2017-02-12 19:05:37.612005+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] Controller will sleep: sending CBCentralManagerStatePoweredOff
2017-02-12 19:05:37.612356+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.ScanManager] System sleeping, disable all scans
2017-02-12 19:05:45.986870+0100 localhost blued[88]: (IOBluetooth) [com.apple.bluetooth.CBManager] bluetooth_sleepHandler IOPMIsAUserWake
2017-02-12 19:13:27.423139+0100 localhost kernel[0]: (AppleACPIPlatform) ACPI: sleep states S0 S3 S4 S5
2017-02-12 19:13:27.452447+0100 localhost kernel[0]: PMRD: Sleep failure code 0x00000002 0x04000014
2017-02-12 19:13:27.452449+0100 localhost kernel[0]: Sleep failure code 0x00000002 0x04000014
2017-02-12 19:13:27.999825+0100 localhost kernel[0]: PMRD: System was rebooted due to Sleep/Wake failureI have some thoughts that it can be due to Bluetooth this issue accrue
[doublepost=1486992824][/doublepost]
Have it crashed yet?
Last edited:
You asked me to quote you in my reply, so here it is. . .unfortunately it's also posted in two other threads regarding these issues. Sorry Mods!
Well, it's update time. . .
I received a call back from my Apple contact today, and 2 things 1) The engineering team is still troubleshooting, and 2) they say that they are having some issues going through the capture data because of something that Creative Cloud is has going on.
So, they have asked me to format my machine yet again. This will be the 6th or 7th time that they have asked me to restore the machine. Apple originally asked me to change the size of the partition of my SSD, so we booted to Internet Recovery Mode, and went into the partition stuff there. . . No dice. When I clicked on the + sign, nothing happens. I don't get the little radio button to grab and resize. So that's off the table for some reason.
Anyway, with Apple asking me to wipe my machine again, we've hit a wall. I simply cannot backup my machine wipe it clean and then wait for it to crash. When I first started troubleshooting all of this with the senior advisor, I wiped the machine that day, and made a fresh capture. Then I was told to use the machine as normal. I asked if I should go ahead and install Creative Cloud, etc, and I was told yes.
I use this machine every day for work, and simply cannot stop what I am doing and format every time they change course, nor do I feel I should have to. I feel that if Apple wants to capture fresh data from my machine (because they seem to think it's an issue with the machine itself now), then it's time for them to replace it, and the engineers can have it.
I spoke with the gentleman from the executive liaison office a day before hearing back from the senior advisor and voiced my request for a replacement machine. He told me "the options that we have right now are to troubleshoot the machine." I then asked him what the other option was and was told "there are none." I then stated to him "If you are saying there are "options", that implies choice, and you aren't giving me one." It's troubleshoot or deal with a machine that doesn't work." After that, I got nothing but silence. He didn't have anything to say.
I don't think I'm out of line wanting my nearly $3000.00 worth of gear here to work. If they can't make it work, that's on Apple, not me, right? I have sent another email to Tim Cook expressing what I want to happen. At this point I want to return the 4k UltraFine and the 13" MacBook Pro, and get the base 15" instead. At least then I won't be tied to an external display, and I'll be able to run Illustrator and Photoshop without having to squint all day. I explained to Apple that the reason for buying the 13" was such that I could have a portable system when I needed it, and I could plug in an external display when at home. Two external displays later, I don't have a working setup. I've had the 13" for I don't know, 30 days maybe? Is what I'm asking for really off the cliff here?
I'd love to know your thoughts. Flame all you want if you'd like. But just remember that Phil Schiller got up on that stage and told all of us that this MacBook Pro was the best they have ever made, and that the 4k display was the best display for it. Unfortunately in my case, it has been the worst purchase in the 20 years I have been using Apple products.
That's so sad that Apple are handling this case like that, if Apple just google the issue the 'll find many many posts on the internet about it.
I have been asked from Apple developer enegeers to send a sys diagnostic dump to them and I have done that, I'm waiting for them to replay.
BUT it seem like a software bug , the 2013 MBP and Air did have the same but worse as they could not put there lid down without it freezing.
In my case this issue are only when I have a second display attached and putting my MBP to sleep and I'm guessing that's your issue also?
What I have done as a work-a-round for now is that I have disabled sleep when I have my MBP attached to a charger as then I have the second display connected also.
I have the same issue since updating my 2017 nTB 13" MBP to 10.3.2. I have it plugged into an legato dock and an external Samsung non-4k display. I am getting crashes 2-3X per day, usually when I come back to my desk after my computer has gone to sleep. It won't come back, and the only thing that works is a hard restart. Unfortunately the computer doesn't appear to be writing log files from the crashes, so I can't pin down the precise cause of the lockups.
