Problem with iMac 27 2017 strange dots on screen

Discussion in 'iMac' started by czacha, Aug 19, 2017.

  1. czacha, Aug 19, 2017
    Last edited: Aug 19, 2017

    czacha macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #1
    My one week old :( 2017 iMac 27 5K i7 R580 is having some moods :( This morning after setting my new workspace I've noticed strange red/green/blue dots on screen. What I've done until now (after each step computer was restarted):

    1. all USB/audio ports disconnected
    2. NVRAM reset
    3. SMC reset
    4. disk check with Disk Utility
    6. changed RAM to factory one
    7. NVRAM reset
    8. SMC reset
    9. restored factory settings with new user
    10. disk formated
    11. installed brand new OSX Sierra

    After all this steps problem still exists. Dots do not appear while installing system or in safe mode or while first phase of system loading (frist half of bar under Apple logo, then lots of dots).

    Photos and video are below. Any ideas? GPU or Power Supply Unit problems? Yesterday everything was fine :(

    Few dots on frist seconds of film and then 00:25.


    And now the question. Should I try to send it back (they delivered it 8 days ago so still got few days with return policy) or should I contact support on Monday and go with warranty path? We don't have in Poland official Apple Repair Center or Apple Store, only private company that got "blessing" from Apple .... but everyone hates them cause repair takes ages and often they blame user for breaking/damaging it even if it's not true.

    IMG_0127.jpg
    IMG_0130.jpg
    IMG_0133.jpg
    IMG_0135.jpg
     
  2. Significant1 macrumors 6502

    Joined:
    Dec 20, 2014
    #2
    It's the GPU. When you boot in safe mode, the graphics driver is not loaded and the CPU handle it. Contact Apple, it should be handled as a DOA (Dead On Arrival) case.
     
  3. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #3
    Not sure if it works in Poland.
     
  4. Significant1 macrumors 6502

    Joined:
    Dec 20, 2014
    #4
  5. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #5
  6. Tjmckay4 macrumors member

    Joined:
    Apr 24, 2014
    Location:
    Perth, West Aus
    #6
    I hope you get the problem sorted.

    Just on a side note, never, I mean never, film video in portrait mode... Especially when your subject, the iMac, is a wide screen panel. Always turn your phone on it's side to take video.
     
  7. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #7
    Yeah.. but I did this for snapchat .. it needs to be in portrait mode ;)
     
  8. Tjmckay4 macrumors member

    Joined:
    Apr 24, 2014
    Location:
    Perth, West Aus
  9. czacha, Aug 19, 2017
    Last edited: Aug 19, 2017

    czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #9
    I'm installing right now High Sierra Beta .. perhaps new firmware will help? Chances are close to zero but I need to try ..

    EDITED: Nope.. installing High Sierra didn't help :(
     
  10. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #10
    Strange thing happened .. after one more disk format and rolling back to fresh Sierra dots were visible. But now after 2 hours of sleep there is no sign of them. I've even restarted iMac and .. still no dots. Mysterious thing... but I think I will call Apple Support tomorrow as I can't be sure if it won't happen again. Or just send back iMac as it works fine and get a new one?
     
  11. Significant1 macrumors 6502

    Joined:
    Dec 20, 2014
    #11
    It might be a temperatur related problem. Good that you documented it.
     
  12. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #12
    Not sure what to do now .. give it back wait for money refund and buy another one?
     
  13. Significant1 macrumors 6502

    Joined:
    Dec 20, 2014
    #13
    Call them and tell it, as it is. It should go back one way or the other. Its a timebomb, so don't keep it.

    I have a 2009 iMac where the graphic card failed and it started out like yours.
     
  14. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #14
    So I called Apple and told them about my problem. They asked me if I wish to repair this computer or get a new one? Answer was quite easy .. ;)

    Tomorrow UPS guy should pick my iMac and after he confirms he go it they will send me a new one right away.

    I'm wondering if they offered me new iMac because mine is 10 days old, or it's normal practice and they would do the same even after 3 months?
     
  15. SaSaSushi macrumors 68040

    SaSaSushi

    Joined:
    Aug 8, 2007
    Location:
    Takamatsu, Japan
    #15
    You can replace/refund the iMac for up to 14 days. After that your only option is a repair.

    By the way, I highly recommend AppleCare to extend the warranty to three years.

    Sorry to hear about the problems and that is definitely a bad GPU. :(
     
  16. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #16
    That's good idea with Apple Care. I used to have it with 2010 MBP 15 and 2011 iMac27. Now I'm planing to buy it for this iMac and MacBook Pro 13 without touch bar but I'm waiting for CyberMonday sales .. it should be cheaper ;)
     
  17. Significant1 macrumors 6502

    Joined:
    Dec 20, 2014
    #17
    You could also consider adding a general electronic insurance addon to your normal insurance instead. It will likely be cheaper an not limited to your Mac.
     
  18. SaSaSushi macrumors 68040

    SaSaSushi

    Joined:
    Aug 8, 2007
    Location:
    Takamatsu, Japan
    #18
    I recommend it highly and have had a lot of expensive service done under coverage.

    I recommend trying to find a copy of the former AppleCare (not the new AppleCare+ they've switched to) if you don't need accidental damage coverage. Chances are you can find it cheaper and all you need to do is call Apple to register it by phone.

    I just bought the AppleCare for my new 2017 iMac from a third party seller on Amazon Japan for about the equivalent of $80 US. :eek:
     
  19. czacha thread starter macrumors member

    czacha

    Joined:
    Jul 9, 2017
    #19
    An hour ago UPS guy took my iMac and few minutes ago I received an email from Apple that new iMac will be shipped tomorrow :)
     

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