Random restarts in 13" 2015 MBP

[DeniK]

I updated to Sierra a few days ago, and since then, my MBP had been randomly restarting. The Activity Monitor shows high CPU/Memory usage for kernel task and windows server, and the console has numerous logs relating to com.Apple.Webkit (with suffixes of memory_resource, wakeups_resource, and cpu_resource). I've reset the SMC & PRAM with no change in behavior.

I ran EtreCheck this morning right after boot up with the following results:

EtreCheck version: 3.0.6 (315)

Report generated 2016-09-29 08:25:11

Download EtreCheck from https://etrecheck.com

Runtime 1:49

Performance: Excellent



Click the [Support] links for help with non-Apple products.

Click the [Details] links for more information about that line.



Problem: Computer is restarting



Hardware Information: ⓘ

MacBook Pro (Retina, 13-inch, Early 2015)

[Technical Specifications] - [User Guide] - [Warranty & Service]

MacBook Pro - model: MacBookPro12,1

1 2.7 GHz Intel Core i5 CPU: 2-core

8 GB RAM Not upgradeable

BANK 0/DIMM0

4 GB DDR3 1867 MHz ok

BANK 1/DIMM0

4 GB DDR3 1867 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

Wireless: en0: 802.11 a/b/g/n/ac

Battery: Health = Normal - Cycle count = 187


Video Information: ⓘ

Intel Iris Graphics 6100

Color LCD 2560 x 1600


System Software: ⓘ

macOS Sierra 10.12 (16A323) - Time since boot: less than an hour


Disk Information: ⓘ

APPLE SSD SM0128G disk0 : (121.33 GB) (Solid State - TRIM: Yes)

EFI (disk0s1) <not mounted> : 210 MB

Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB

Macintosh HD (disk1) / [Startup]: 120.11 GB (61.42 GB free)

Core Storage: disk0s2 120.47 GB Online


USB Information: ⓘ

Apple Card Reader

Broadcom Corp. Bluetooth USB Host Controller


Thunderbolt Information: ⓘ

Apple Inc. thunderbolt_bus


Gatekeeper: ⓘ

Mac App Store and identified developers


System Launch Agents: ⓘ

[not loaded] 7 Apple tasks

[loaded] 166 Apple tasks

[running] 98 Apple tasks


System Launch Daemons: ⓘ

[not loaded] 38 Apple tasks

[loaded] 161 Apple tasks

[running] 104 Apple tasks


Launch Agents: ⓘ

[failed] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a23d420d.plist (2016-07-13) [Support]


Launch Daemons: ⓘ

[loaded] com.adobe.ARMDC.Communicator.plist (2016-07-13) [Support]

[loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (2016-07-13) [Support]

[loaded] com.microsoft.autoupdate.helpertool.plist (2016-08-03) [Support]

[loaded] com.microsoft.office.licensingV2.helper.plist (2016-02-12) [Support]


User Launch Agents: ⓘ

[loaded] com.google.keystone.agent.plist (2016-07-11) [Support]

[running] com.spotify.webhelper.plist (2016-07-26) [Support]


Internet Plug-ins: ⓘ

AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-02) [Support]

NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

QuickTime Plugin: 7.7.3 (2016-09-13)

AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-02) [Support]



Safari Extensions: ⓘ

1Password - AgileBits - https://agilebits.com/onepassword (2016-09-28)

Adblock Plus - Eyeo GmbH - https://adblockplus.org/ (2016-09-28)


3rd Party Preference Panes: ⓘ

None


Time Machine: ⓘ

Skip System Files: NO

Mobile backups: OFF

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 120.11 GB Disk used: 58.69 GB

Destinations:

Time Machine [Network]

Total size: 1.96 TB

Total number of backups: 59

Oldest backup: 3/14/16, 12:21 PM

Last backup: 9/29/16, 8:20 AM

Size of backup disk: Excellent

Backup size 1.96 TB > (Disk size 120.11 GB X 3)


Top Processes by CPU: ⓘ

5% kernel_task

4% fontd

3% WindowServer

2% Safari

0% hidd


Top Processes by Memory: ⓘ

762 MB com.apple.WebKit.WebContent(8)

695 MB kernel_task

401 MB Safari

303 MB Console

229 MB softwareupdated


Virtual Memory Information: ⓘ

1.56 GB Free RAM

6.44 GB Used RAM (1.79 GB Cached)

0 B Swap Used


Diagnostics Information: ⓘ

Sep 29, 2016, 07:58:39 AM Self test - passed

Sep 28, 2016, 10:54:27 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-28-105427_[redacted].cpu_resource.diag [Details]

/System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.WebKit.Plugin.64.xpc/Contents/MacOS/com.apple.WebKit.Plugin.64

Sep 28, 2016, 10:12:01 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-28-101201_[redacted].cpu_resource.diag [Details]

Sep 28, 2016, 09:55:57 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-28-095557_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 08:29:54 PM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-202954_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 08:17:03 PM ~/Library/Logs/DiagnosticReports/Activity Monitor_2016-09-27-201703_[redacted].crash

com.apple.ActivityMonitor - /Applications/Utilities/Activity Monitor.app/Contents/MacOS/Activity Monitor

Sep 27, 2016, 07:55:39 PM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-195539_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 03:10:40 PM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-151040_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 02:01:44 PM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-140144_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 01:34:22 PM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-133422_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 11:56:58 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-115658_[redacted].cpu_resource.diag [Details]

Sep 27, 2016, 08:23:25 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-27-082325_[redacted].cpu_resource.diag [Details]

Sep 26, 2016, 10:54:33 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-26-105433_[redacted].cpu_resource.diag [Details]

Sep 26, 2016, 10:17:05 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-26-101705_[redacted].cpu_resource.diag [Details]

Sep 26, 2016, 09:55:13 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-26-095513_[redacted].cpu_resource.diag [Details]

Sep 26, 2016, 08:45:55 AM /Library/Logs/DiagnosticReports/com.apple.WebKit.Plugin.64_2016-09-26-084555_[redacted].cpu_resource.diag [Details]



And the details from the most recent log:


Date/Time: 2016-09-28 10:51:56 -0500
OS Version: Mac OS X 10.12 (Build 16A323)
Architecture: x86_64
Report Version: 19

Command: com.apple.WebKit.Plugin.64
Path: /System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.WebKit.Plugin.64.xpc/Contents/MacOS/com.apple.WebKit.Plugin.64
Version: 12602 (12602.1.50.0.10)
Build Version: 1
Project Name: WebKit2
Source Version: 7602001050000010
Parent: launchd [1]
Responsible: Safari [283]
PID: 1183

Event: cpu usage
CPU: 90s cpu time over 150 seconds (60% cpu average), exceeding limit of 50% cpu over 180 seconds
Duration: 149.95s
Steps: 233

Hardware model: MacBookPro12,1
Active cpus: 4



Any ideas on what is causing this issue & what my next step should be?

Thanks!

Denise

 

[jerryk]

Take it in and have Apple look at it.

 

[Weaselboy]

Good on your for posting the Etrecheck report. Very helpful.

It sounds like you have a third party app or utility running that is not compatible with Sierra, not we just need to figure out what it is.

First thing I would try is to disable all these plugins. Go to this preference pane in Safari and uncheck the box at the bottom like mine is. If that fixes it, start removing those plugins to figure out which one it is.

Internet Plug-ins: ⓘ

AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-02) [Support]

NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

QuickTime Plugin: 7.7.3 (2016-09-13)

AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-02) [Support]

Next I would look at these launch items. They will be in one of these folders. There is no easy way to figure out which one it is. You just have to start removing them and rebooting, then testing. I would start with Spotify and all the Adobe items.

~/Library/LaunchAgents (~ is your users folder)
/Library/LaunchAgents
/Library/LaunchDaemons

Launch Agents: ⓘ

[failed] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a23d420d.plist (2016-07-13) [Support]


Launch Daemons: ⓘ

[loaded] com.adobe.ARMDC.Communicator.plist (2016-07-13) [Support]

[loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (2016-07-13) [Support]

[loaded] com.microsoft.autoupdate.helpertool.plist (2016-08-03) [Support]

[loaded] com.microsoft.office.licensingV2.helper.plist (2016-02-12) [Support]


User Launch Agents: ⓘ

[loaded] com.google.keystone.agent.plist (2016-07-11) [Support]

[running] com.spotify.webhelper.plist (2016-07-26) [Support]

 

[DeniK]

Thanks for the help! I've changed the plug in settings, and removed the launch items, and unfortunately, it's still randomly rebooting. Any other ideas?

 

[Weaselboy]

Thanks for the help! I've changed the plug in settings, and removed the launch items, and unfortunately, it's still randomly rebooting. Any other ideas?

Are you positive you got all the launch items? Some of them are hard to track down if you are not familiar with those folders. Try running another Etrecheck report to make sure.

If it is cured in another account, that is pretty much proof positive it is a user login or launch item causing the issue.

 

[DeniK]

Yes - all the launch items are gone - ran Etrecheck to make sure. I created a test account, and so far no reboots....but when I closed the cover, it completely locked up. Took about 20 secs of holding down the power button before it booted up. Still seeing some of the same things on the activity monitor on the test account (high kernel_task & windowserver usage), and over 700 errors & faults on the console in an hour and a half.

Any other ideas I could try? At this point, I'm thinking a clean install is about my only option...

 

[Weaselboy]

Yes - all the launch items are gone - ran Etrecheck to make sure. I created a test account, and so far no reboots....but when I closed the cover, it completely locked up. Took about 20 secs of holding down the power button before it booted up. Still seeing some of the same things on the activity monitor on the test account (high kernel_task & windowserver usage), and over 700 errors & faults on the console in an hour and a half.

Any other ideas I could try? At this point, I'm thinking a clean install is about my only option...

Okay... so now it is locking up even from the test account?

Try this then... hold the shift key when booting to start in safe mode and see if that fixes it. If it does, then it is one of the other (non-user) launch items on the Etrecheck list.

 

[DeniK]

Ugh. Put it into safe mode last night, and it ran fine for about 2 hrs before I closed the lid to put it to sleep. About an hour later, I heard the startup sound, and then a minute or two later, heard it again....so I just shut it down for the night.

Just pulled the Adobe launch daemons, and will give it a few hours to see what happens...

Thanks for all your help Weaselboy!

 

[Weaselboy]

Put it into safe mode last night, and it ran fine for about 2 hrs before I closed the lid to put it to sleep.

That safe mode stops all third party items like the Adobe stuff from running. So if you are still having this issue in safe mode, it is more likely some hardware issue and I would take it in to Apple. Sorry.

 

[DeniK]

I'll get a time scheduled w/the genius bar then. Thanks again for your help!

 

[DeniK]

Quick update - took it to the Genius Bar. The tech tried to run Apple's diagnostics (MRI) on it - took almost 5 mins to get it started, and then errored out after 15 minutes. SD card reader was the only issue it found before it locked up. Ended up having it sent in for repair, and they replaced the logic board & battery. Didn't say what the actual issue was on the work order, just the parts that got replaced...