Dead 2019 iMac i9

Discussion in 'iMac' started by topgunn, Apr 10, 2019.

  1. topgunn macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #1
    I have a 1 day old iMac with the i9 processor that refuses to boot; no display, does not appear on the network, does not phone home to the MDM, cannot remote into it. The fans come on and warm air is blown out. That is the only sign of life.

    I unboxed my new i9 iMac yesterday and proceeded to get everything set up. I spent 3 hours setting up my email accounts, getting Parallels running, installing Office and Creative Cloud, downloading iCloud photos, Dropbox, OneDrive, etc. It's a lot of data and it typically takes hours to get everything on to the machine. So I left it running at about 3pm and it last reported in to the MDM at 5:15pm.

    When I came in this morning, it was on but it was non-responsive. Tried to remote in but got no response. Held down the power button until the fans stopped and tried to boot up. Nothing. Tried resetting SMC and PRAM. Nothing. Tried safe boot and recovery mode. Nothing.

    One time, I was able to get the Apple logo to appear but no loading bar ever came up. It stayed like that for 15 minutes before I tried to reboot it again. It's very odd. I called Apple Support and they had me do most of the things I had already done. Nothing. They suggested I take it to the Apple Store but I let the agent know I would rather just return it and reorder.

    I am sending the machine back since it is well within the 14 day return period and I will order the same configuration as a replacement (i9, 8GB, 1TB, Vega). I just wanted to document my experience here in case any others see something similar.
     
  2. Benz63amg macrumors 68030

    Benz63amg

    Joined:
    Oct 17, 2010
    #2
    What were the sleep settings of the IMac? Did you have the prevent sleep when display is off enabled?
     
  3. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #3
    I set the display to go off after 30 minutes and I checked the box to prevent the computer from sleeping while the display was off.
     
  4. Benz63amg macrumors 68030

    Benz63amg

    Joined:
    Oct 17, 2010
    #4
    And were these your intended sleep settings or did you only switch to that 30 minute setting with the prevent sleep when display is off for the purpose of migrating all your data? Did you have the put hard disks to sleep when possible setting enabled?
     
  5. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #5
    I prefer my primary machine to not sleep so these settings were intended for long term use. Yes, I also unchecked allow hard disks to sleep when possible.

    I've never had any trouble with these settings in the past and the machine was only on for 2 hours before it stopped phoning home every 15 minutes. Have you found these sleep settings to be a source of trouble?
     
  6. Benz63amg macrumors 68030

    Benz63amg

    Joined:
    Oct 17, 2010
    #6
    I wanted to make sure you had the allow hard disk to sleep unchecked as I experienced several crashes due to that setting on my previous iMac. It’s unfortunate your new machine is experiencing issues. By the way, did you upgrade the ram by yourself? Perhaps incompatible or failed ram could be the cause as well.

    Are you able to boot into recovery to reinstall mojave?
     
  7. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #7
    Unfortunately, no. I have tried booting off of an external cloned drive, recovery mode, target disk mode, safe mode. All the modes.
     
  8. adamk77, Apr 10, 2019
    Last edited: Apr 10, 2019

    adamk77 macrumors 6502a

    adamk77

    Joined:
    Jan 6, 2008
    #8
    Sounds like you got a dud. If it was going to happen, I'm glad it happened in the 14 days return period.

    I don't normally buy extended warranty, including AppleCare. So I'm curious -- did you have AppleCare? And if you return it, what happens to AppleCare that was tied to this machine? Does it get transferred to the new machine and the date is reset?
     
  9. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #9
    We buy enough machines that I don't buy AppleCare. For AppleCare to pay for itself, you need to have a failure in more than 1 in 6 devices. We see a failure rate of less than 1 in 20 during the 3 year period that AppleCare covers.

    In this case, if I return a machine I bought AppleCare on, Apple would refund the price of the computer and the AppleCare which means I would just buy new AppleCare on the newly ordered iMac thus giving me the full three years.

    It has been a while, but the last time I used AppleCare to get a repair on a two year old iMac, I got a new model iMac with 3 more years of AppleCare. I can't say if that is typical or not, however.
     
  10. adamk77, Apr 10, 2019
    Last edited: Apr 10, 2019

    adamk77 macrumors 6502a

    adamk77

    Joined:
    Jan 6, 2008
    #10
    Thanks for that information. I don't buy AppleCare, but I'm wondering if the $99 would be worth it for the Mac Mini I just purchased if I sell it in the future for whatever reason.

    Yes, I agree that it's not worth it. I think you pay a premium on AppleCare just like on a lot of Apple products. I recall reading something from an actuary who said that for the cost Apple charges for AppleCare on the MBP, it would be enough coverage for accidental damage for all the electronics you have in your house and whoever sold you the warranty would still be giddy about how much money he/she made off of you.
     
  11. Crash Davis macrumors member

    Crash Davis

    Joined:
    Feb 23, 2008
    Location:
    Austin, Texas
    #11
    I feel like this wouldn't have happened if your avatar wasn't beveled. ;-)
     
  12. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #12
    Good call. I wouldn't want to have to do this all over again on the new machine.
     
  13. Sir Ruben macrumors 68000

    Sir Ruben

    Joined:
    Jul 3, 2010
    Location:
    UK
    #13
    These same symptoms happened with my barely used 2017 and it turned out the logic board had failed.
     
  14. macduke macrumors G4

    macduke

    Joined:
    Jun 27, 2007
    Location:
    Central U.S.
    #14
    Either way every Mac is covered by at least a one year Apple Care warranty (sometimes more in other countries like the EU). It doesn't cover accidental damage (like if you broke your display from knocking your iMac to your floor) but if you have a hardware failure in the first year it's always covered. Sometimes they'll even cover it if you're a little past your coverage date. Apple is pretty chill about that, mostly because they make so much freaking money off people buying three year Apple Care plans. From my experience if something doesn't have a hardware failure in the first year then it probably won't in the next two as long as you continue to not abuse it. Especially a desktop that will probably sit in the same spot for many years.
     
  15. Jamers99 macrumors regular

    Jamers99

    Joined:
    Apr 10, 2015
    Location:
    Lutz, FL
    #15
    So are you returning it or having the Apple Genius bar look at repairing it?
     
  16. topgunn thread starter macrumors 65816

    topgunn

    Joined:
    Nov 5, 2004
    Location:
    Houston
    #16
    Returning it. I'd rather not mess with Geniuses if I have the option to just have them send me a new one.
     
  17. Glideslope macrumors 603

    Glideslope

    Joined:
    Dec 7, 2007
    Location:
    A quiet place in NY.
    #17
    Agreed. Today’s Geniuses make things far more complex than necessary. Good call. ;)
     
  18. Benz63amg macrumors 68030

    Benz63amg

    Joined:
    Oct 17, 2010
    #18
    Good call indeed. Return it and get a new one built to order that functions as it should.
     
  19. Sam Marks macrumors member

    Joined:
    Jul 5, 2019
    #19
    My new 2019 iMac i9 vega 48 has also died today (after 14 days). It started to do strange things like random rebooting and finally died. I have 2 years of warranty in my country. So I contacted the authorised reseller and Apple to find a solution for this problem. I will send the computer for repair or replacement depending on the problem. The reseller does not accept returns of BTO Apple products.
     
  20. ravinder08 macrumors 6502

    Joined:
    Jun 11, 2010
    #20
    Yes you are correct when they replaced my 2 and half year old iMac they gave me a new machine but I had to buy the 3 years of apple care for it separately.
     

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19 April 10, 2019