MacBook Pro 15" 2017 - Crashing / Freezing / Glitching

[j4m13]

Hi Guys,

Thank you for your time, I was wanting to ask your opinion on an issue I am having to best try and get it sorted. I have a 2017 MacBook Pro and recently its been a horrible machine to use as it keeps freezing, locking up or just glitching.
The main issue I have is that I can be working away and it just reboots or freezes. When this happens i sometimes get a Kernel Report but most of the time the Kernel log only has the "*** Device Tree *** Log and no more information. The only other Kernel log I have is in the IOStorageFamily.
I have ran apple diagnostics, MemTest x86 and other tests on the SSD but everything passes. So I decided to Reinstall OS X by deleting the partition table, and completely starting fresh, all was fine for about a day and then it all started again.

Now, the main issue I have is that my local Apple Store is very busy and I have went to see them before in the past, they had my machine for nearly 2 weeks and said it passed all tests and gave me it back.

I really need the computer for work and I would lose a lot of money if I cannot have it for 2 weeks, is there anything you could think of that I could try to test / diagnose or even convince my Apple Store I genuinely have an issue?

I appreciate any advice.

Thanks
Jamie

Update:
I managed to capture a video of when the MacBook crashed when just about to watch a video on YouTube. I am sorry for the bad camerawork but I was in a hurry to capture as much as I can before the MacBook reset itself. You can see at the end of this video the computer didn't even show the message it had restarted because of a problem.

 

[jerryk]

Take it back to Apple. Go to another store if necessary. Have them run diagnostics and check the crash logs. You have a warranty, use it.

 

[j4m13]

Take it back to Apple. Go to another store if necessary. Have them run diagnostics and check the crash logs. You have a warranty, use it.

I am planning on taking to the store, I would just like to gather as much information as I can because if I have to be without the machine for a week or two I really would like the problem fixed. It does have Apple Care etc I just haven't had any luck before.

 

[jerryk]

I am planning on taking to the store, I would just like to gather as much information as I can because if I have to be without the machine for a week or two I really would like the problem fixed. It does have Apple Care etc I just haven't had any luck before.

I would pretty firm that keeping the unit for an extended amount of time is not acceptable. Maybe they will just give you a new one and send you on your way.

 

[j4m13]

I would pretty firm that keeping the unit for an extended amount of time is not acceptable. Maybe they will just give you a new one and send you on your way.

Okay, I see. I was under the impression that they would never swap out a Mac under really any circumstances? I bought a 2009 MacBook which failed within 1 week and I needed to get it repaired. They always say because its CTO I cannot get it replaced.

 

[jerryk]

Okay, I see. I was under the impression that they would never swap out a Mac under really any circumstances? I bought a 2009 MacBook which failed within 1 week and I needed to get it repaired. They always say because its CTO I cannot get it replaced.

No guarantees, but people report getting systems say they got a swap. But, if you have a CTO a swap might be more difficult.

 

[haralds2]

Hi Guys,

Thank you for your time, I was wanting to ask your opinion on an issue I am having to best try and get it sorted. I have a 2017 MacBook Pro and recently its been a horrible machine to use as it keeps freezing, locking up or just glitching.
The main issue I have is that I can be working away and it just reboots or freezes. When this happens i sometimes get a Kernel Report but most of the time the Kernel log only has the "*** Device Tree *** Log and no more information. The only other Kernel log I have is in the IOStorageFamily.
I have ran apple diagnostics, MemTest x86 and other tests on the SSD but everything passes. So I decided to Reinstall OS X by deleting the partition table, and completely starting fresh, all was fine for about a day and then it all started again.

Now, the main issue I have is that my local Apple Store is very busy and I have went to see them before in the past, they had my machine for nearly 2 weeks and said it passed all tests and gave me it back.

I really need the computer for work and I would lose a lot of money if I cannot have it for 2 weeks, is there anything you could think of that I could try to test / diagnose or even convince my Apple Store I genuinely have an issue?

I appreciate any advice.

Thanks
Jamie

Update:
I managed to capture a video of when the MacBook crashed when just about to watch a video on YouTube. I am sorry for the bad camerawork but I was in a hurry to capture as much as I can before the MacBook reset itself. You can see at the end of this video the computer didn't even show the message it had restarted because of a problem.

Did you get your problem solved? I seem to have the same issue with a 2017 MBP. Often it freezes when zooming in or out in a Google Maps Tab in Safari. The only way to get out of the situation is to press the on/off button and do a hard shutdown.

 

[OSX15]

Did you get your problem solved? I seem to have the same issue with a 2017 MBP. Often it freezes when zooming in or out in a Google Maps Tab in Safari. The only way to get out of the situation is to press the on/off button and do a hard shutdown.

I've had similar problems as reported by the OP and you. They ended up replacing my top-case assembly which includes, aluminium case, speakers, keyboard, trackpad, battery. Everything good now