M1 Pro and M1 Max MacBook Pro Owners Complain of Crashes Playing HDR YouTube Videos

[vincenz]

I’ve tried multiple streams of those videos and can’t reproduce any crashing. Scrolled through comments, entered and exited full screen. Maybe it’s a hardware issue for some folks.

 

[newbmacuser2021]

I would partner with Netflix because I like their brand and I've been a customer since 2005.

I also like YouTube and actively participate and contribute to Android in hopes for a return on my application portfolio.

But that's different than just giving Netflix or YouTube a working copy of an app to save face...

 

[mikethemartian]

It is on the customer. You aren’t willing to give the company time to work with you to resolve your issue, let alone you working with them for the product they are supporting. That doesn’t make it a crappy product; that shows how unwilling the customer is to wanting their problem fixed, so they wash their hands of it.

Additionally, as it sweeps the problem under the rug, when you exchange the product for a replacement, you would more than likely end up with a product that has the same problem, repeating your cycle all over again.

And what was Einstein’s definition of Insanity? Repeating the same thing over and over again, while expecting a different result?

There’s your sign; the logic you’re showing here is proving Einstein to be correct.

BL.

Almost every time I throw the same set of die I get a different result.

 

[4jasontv]

It is on the customer. You aren’t willing to give the company time to work with you to resolve your issue, let alone you working with them for the product they are supporting. That doesn’t make it a crappy product; that shows how unwilling the customer is to wanting their problem fixed, so they wash their hands of it.

Additionally, as it sweeps the problem under the rug, when you exchange the product for a replacement, you would more than likely end up with a product that has the same problem, repeating your cycle all over again.

And what was Einstein’s definition of Insanity? Repeating the same thing over and over again, while expecting a different result?

There’s your sign; the logic you’re showing here is proving Einstein to be correct.

BL.

No, of course I am not giving them time. No customer owes a company time to fix the issue. That's like asking someone to offer a billion-dollar company an interest-free loan with no promise of repayment. Besides, the company works for me not the other way around. We owe them absolutely nothing.

It is on them to understand why hardware is being replaced, and a customer calling for support is already an excessive burden and an inefficient and insufficient process for resolving product defects.

 

[MathersMahmood]

So powerful it YouTube can’t handle it.

 

[newbmacuser2021]

On top of that, you have people ripping Apple for 30% commission on products like YouTube and Netflix, and then asking Apple to fix the free internet version of Netflix that Apple makes $0 on.

 

[jons]

No, of course I am not giving them time. No customer owes a company time to fix the issue. That's like asking someone to offer a billion-dollar company an interest-free loan with no promise of repayment. Besides, the company works for me not the other way around. We owe them absolutely nothing.

It is on them to understand why hardware is being replaced, and a customer calling for support is already an excessive burden and an inefficient and insufficient process for resolving product defects.

So much this. If I have to call customer service, you’ve already let me down. My time is valuable. I’m willing to spend big money for tools that work with the expectation that they do, in fact, work. If those tools make things take longer they become a liability which means I move on.

 

[applemanit]

Here we go!

 

[Born Again]

I have tried a couple of HDR videos on my 14" MBP and couldn't reproduce this issue. All videos were 4K and were played on YouTube on Safari.

You’re holding it wrong.

Picking up my mbp 16 M1pro in one hour !! Going to try this bug too

 

[topcat001]

I was playing with a 16" M1 Pro model at the local Best Buy, checking out the screen with HDR YouTube videos. A few played fine, then it suddenly crashed. I think it was an 8K HDR video but cannot remember exactly. I didn't even know about this issue till then. I next tried the 14" model next to it (also M1 Pro) and it also crashed within a few minutes. So 2/2 in my case. Not great, but I expect a fix soon.

 

[hajime]

No, it really doesn’t.

I think even with the same configurat

 

[hajime]

Now I hesitate to order one.

 

[bradl]

No, of course I am not giving them time. No customer owes a company time to fix the issue. That's like asking someone to offer a billion-dollar company an interest-free loan with no promise of repayment. Besides, the company works for me not the other way around. We owe them absolutely nothing.

It is on them to understand why hardware is being replaced, and a customer calling for support is already an excessive burden and an inefficient and insufficient process for resolving product defects.

So let's indulge your idea and follow it to its logical conclusion.

You have a problem with your Mac. You wash your hands clean of it, and return it.

Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.

Wash/rinse/repeat, ad infinitum.

Please explain to us where and when Apple is going to know "what the problem" is, and how many people doing this is going to notify Apple of what the problem is in order to fix it.

All you've done is return a Mac without any real explanation, nor how to diagnose the problem, how to repeat it, or anything. That is where your logic is flawed. Apple can't understand what the problem is, until you tell them what the problem is, show them the problem, and prove that it is repeatable. For them to help you, you need to help them. You're failing Apple in that part, and by extension, failing yourself in that part, costing both Apple and yourself time because of the lack of providing more information of what the problem is.

BL.

 

[4jasontv]

So let's indulge your idea and follow it to its logical conclusion.

You have a problem with your Mac. You wash your hands clean of it, and return it.

Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.

Wash/rinse/repeat, ad infinitum.

Please explain to us where and when Apple is going to know "what the problem" is, and how many people doing this is going to notify Apple of what the problem is in order to fix it.

All you've done is return a Mac without any real explanation, nor how to diagnose the problem, how to repeat it, or anything. That is where your logic is flawed. Apple can't understand what the problem is, until you tell them what the problem is, show them the problem, and prove that it is repeatable. For them to help you, you need to help them. You're failing Apple in that part, and by extension, failing yourself in that part, costing both Apple and yourself time because of the lack of providing more information of what the problem is.

BL.

I assume by 'you' you actually mean 'consumer' because obviously, I am not buying another one if the first one didn't work. I would hope Apple would start to survey customers when the returns increased. Again, that's not my job as a customer.

If a product didn't work the manufacture wasted my time. I do agree that they should compensate for that but the best we are likely to get is a refund.

 

[yodabolt]

I've watched about 8 hours of HDR content with no crashes in Firefox. Never really been a big Safari user.

 

[bradl]

I assume by 'you' you actually mean 'consumer' because obviously, I am not buying another one if the first one didn't work.

And here is where the customer feels entitled, And yes, I understand they are spending their money on a product that they expect to work, but the company making the product can't make things better if all the customer is going to do is throw it on the floor and stomp their feet in a tantrum because their product isn't working they way they want, and doesn't provide feedback to the company as to what the problem is so they can fix it.

I would hope Apple would start to survey customers when the returns increased. Again, that's not my job as a customer.

It isn't Apple's responsibility to ask the customer what their problem is. The customer needs to tell Apple what their problem is. So yes, it is the customer's job. Apple can ask, but Apple isn't going to nor has the ability to read the customer's minds to figure out what their problem is.

If a product didn't work the manufacture wasted my time. I do agree that they should compensate for that but the best we are likely to get is a refund.

Back to the sense of entitlement without doing what they can to fix what the problem is. So the cycle repeats. Congratulations.

BL.

 

[hajime]

So let's indulge your idea and follow it to its logical conclusion.

You have a problem with your Mac. You wash your hands clean of it, and return it.

Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.

Wash/rinse/repeat, ad infinitum.

Please explain to us where and when Apple is going to know "what the problem" is, and how many people doing this is going to notify Apple of what the problem is in order to fix it.

All you've done is return a Mac without any real explanation, nor how to diagnose the problem, how to repeat it, or anything. That is where your logic is flawed. Apple can't understand what the problem is, until you tell them what the problem is, show them the problem, and prove that it is repeatable. For them to help you, you need to help them. You're failing Apple in that part, and by extension, failing yourself in that part, costing both Apple and yourself time because of the lack of providing more information of what the problem is.

BL.

Contacted Apple few minutes ago. That guy wrote: "Moreover, I would like to assure you that, we have not received the MacBook crash complaint during videos."

He then said that I have two weeks to return. When I mentioned about January, he checked and corrected his mistake.

 

[4jasontv]

And here is where the customer feels entitled, And yes, I understand they are spending their money on a product that they expect to work, but the company making the product can't make things better if all the customer is going to do is throw it on the floor and stomp their feet in a tantrum because their product isn't working they way they want, and doesn't provide feedback to the company as to what the problem is so they can fix it.

I guess I do feel a little entitled to a functional product when I pay for something. I am not sure returning a product that is malfunctioning is quite the same thing as a tantrum, but again there is no expectation that any individual customer will provide feedback. Mass returns do have a way of directing attention to issues that have emerged. Those issues usually appear in customer support calls and online community discussions.

It isn't Apple's responsibility to ask the customer what their problem is.

Yes, it is.

The customer needs to tell Apple what their problem is.

No, they don't.

So yes, it is the customer's job. Apple can ask, but Apple isn't going to nor has the ability to read the customer's minds to figure out what their problem is.

Apple can ask, and they should. It's definitely not the customer's job unless they are getting paid to review the product.

Back to the sense of entitlement without doing what they can to fix what the problem is. So the cycle repeats. Congratulations.

I have never considered that entitlement could be a positive thing. I don't understand your argument even in the least.

 

[torontotim]

Haven't had the problem on my M1 Pro 14" 10 core model yet, but I'll keep trying.

Not sure if this has been somehow upscaled/changed to HDR or not but it's pretty epic on the 14". I might have to trade this in and get the 16" for more of this screen goodness.

 

[GyroFX]

Haven't had the problem on my M1 Pro 14" 10 core model yet, but I'll keep trying.

Not sure if this has been somehow upscaled/changed to HDR or not but it's pretty epic on the 14". I might have to trade this in and get the 16" for more of this screen goodness.

yeah, that's an epic trailer... only if the actual release will look this good. I have a 16 Max 32gb I have been experiencing the freeze/restart using Safari and Brave while watching HDR content in default view and scrolling at different speeds into the comment section. After someone suggested the compact tabs option for Safari, I tried it and it fixed my freezing problem under default view and scrolling. Today I tried it again multiple time and it's all good and clear under default view. However when I tried it in theater mode, the freeze happened again. When I switched back to default view, nothing. Strange...

 

[MK500]

Zero crashes at all here on 14" 32GB/32 core GPU Max.

I've been watching a lot of HDR YouTube since receiving it because I've never seen HDR like this before. It makes my Sony TV look like a joke. Those blacks! The bright highlights! The color!

I only use Safari if that matters. I would hate to be experiencing crashing; so hope whatever is going on gets corrected soon for those experiencing it.

 

[DenisK]

Entirely new hardware ("revolutionary" at that!) and a new OSX to update the one that was full of bugs... memory leaks rendering 64 gigs of ram useless... ssd overuse issues... I'll wait for a couple of years.

 

[MacCheetah3]

So let's indulge your idea and follow it to its logical conclusion.

You have a problem with your Mac. You wash your hands clean of it, and return it.

Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.
You: It still doesn't work! I want a new one!
Apple: Okay, we're sorry about your experience with your Mac. Here's your replacement.

Wash/rinse/repeat, ad infinitum.

Please explain to us where and when Apple is going to know "what the problem" is, and how many people doing this is going to notify Apple of what the problem is in order to fix it.

All you've done is return a Mac without any real explanation, nor how to diagnose the problem, how to repeat it, or anything. That is where your logic is flawed. Apple can't understand what the problem is, until you tell them what the problem is, show them the problem, and prove that it is repeatable. For them to help you, you need to help them. You're failing Apple in that part, and by extension, failing yourself in that part, costing both Apple and yourself time because of the lack of providing more information of what the problem is.

BL.

Foremost, I agree with you. But to the real point of this post… I ? the entire time reading because the scenario reminds me of the classic marriage counseling rule #1: You need to communicate with one another. How will your partner know what’s wrong if you don’t tell them.

 

[LV426]

Strange things happen.

Yeah, all these people suckered into watching YouTube!

 

[4jasontv]

Foremost, I agree with you. But to the real point of this post… I ? the entire time reading because the scenario reminds me of the classic marriage counseling rule #1: You need to communicate with one another. How will your partner know what’s wrong if you don’t tell them.

Out of curiosity, what are you agreeing with? The person you replied to thinks customers owe business's time, money, and stress to help them improve their product so that they can make money off other people.