Reproducible crash with 2016 MB Pro ("Sleep Wake Failure")

Discussion in 'MacBook Pro' started by gregor.hoch, Jan 17, 2017.

  1. gregor.hoch macrumors member

    Joined:
    Apr 5, 2011
    #1
    Hi,

    I am experiencing a reproducible crash that is reported as "Sleep Wake Failure" with my new 13 inch 2016 MB Pro and Sierra 10.12.2. Here are the steps. Maybe someone else can try this too.

    - Connect MP with 27'' 5k display and close the mac (clamshell mode)
    (I haven't retired other screens)
    - Go to sleep without opening laptop (Apple Menu -> Sleep)
    - Leave in sleep for at least 30 min.
    - Open macbook. Now the screen remains almost black only with a slight glare. The Touch Id text on the touchbar initially bounces back and forth (as it usually does) but then freezes. In the end, I have to force a restart.

    I found some discussions about this online but nothing helped and nothing recent.

    Anyone else experiencing this problem?
     
  2. csurfr macrumors 68000

    Joined:
    Dec 7, 2016
    Location:
    Seattle, WA
    #3
    I have what I'll call a mostly similar issue. Lately with my 13" Touch Bar and 4K UltraFine, the machine will go to sleep after, oh I dunno we'll say 30 minutes. Time doesn't matter. When I wake the MacBook Pro up with either the magic keyboard or trackpad I'm greeted with "Your password is required to enable TouchID", and then of course all of the startup items begin again, etc. This is not normal behavior, and only occurs with this screen plugged in.

    I have had my MacBook Pro for 20 days, and the LG 4k Ultra fine for 15, so I am just outside the return period for both. I sent an email to ol' Tim Cook asking Apple to extend the return date on these. I've had it. My 2015 15" rMBP worked flawlessly, and this new 13" is a joke.
     
  3. Sanpete macrumors 68020

    Joined:
    Nov 17, 2016
    Location:
    Utah
    #4
    They're reportedly working on these issues and plan to issue a software fix.
     
  4. csurfr macrumors 68000

    Joined:
    Dec 7, 2016
    Location:
    Seattle, WA
    #5
    It's a little late for that, don't you think? I mean, the issues have plagued the product since the beginning and now it's February and still no fix. I will also note that 10.12.4 beta 2 still doesn't address these issues. What we don't need are "promises of a fix" we need an actual fix.

    The machine that was supposed to "change the way I work" has certainly done that. It has made me less productive.
     
  5. Sanpete macrumors 68020

    Joined:
    Nov 17, 2016
    Location:
    Utah
    #6
    I certainly agree they shouldn't do things wrong, and that fixes should be done as quickly as possible.
     
  6. csurfr macrumors 68000

    Joined:
    Dec 7, 2016
    Location:
    Seattle, WA
    #7
    I received a call back from Apple Executive Relations today, and the gentleman I spoke with asked me if I would speak to an engineer from Apple regarding this. They are supposed to call me @ 5:30 PST. I'll post the results of the call.
     
  7. csurfr macrumors 68000

    Joined:
    Dec 7, 2016
    Location:
    Seattle, WA
    #8
    So here is where we are right now:

    At 5:00 PST (earlier than expected) One of the AppleCare Senior Specialists called me and we discussed the issues with the MacBook Pro and the sleep / wake issue. He then sent me a disk image with software called "Capture Data" which does exactly what it says. It reads all kinds of information regarding your system and imparts it into a bunch of .dmg files.

    As I had mentioned before in an earlier post, I was running 10.12.4 beta 2 and the issue still occurred, but since it was beta software, I didn't want Apple to be able to attribute my problems to that. So prior to his call, I wiped the machine and re-installed via recovery (10.12.2), then updated to 10.12.3. I ran the capture data program on the fresh install. We spoke for a while longer while this was happening, and I was then instructed to use the machine as normal. I installed Creative Cloud, and then left to get dinner. As soon as I returned home and attempted to wake the system, it wouldn't respond. Again, this was with a brand new install of 10.12.3. I then took pictures of the situation, force rebooted the machine, and then re-ran the capture data program (when you submit the files, you login to a special page with your AppleID and send the data (which was approximately 204mb)).

    I have zipped both folders, and included my pictures, left detailed descriptions, AND spoken with the Apple again. He has received my data, and will send it on to the engineering team, who he tells me usually gets back to him within 24 hours. Being as it was later this evening when everything was submitted (8:00 PST), I expect to hear back Monday, but tomorrow is not out of the question.

    So, as it stands now, the engineers will have viable data in regards to what is causing this issue. I'm grateful that my MacBook Pro failed on the first sleep of the new install.

    I'll keep you all posted on what happens from here, but at least this is a step in the right direction!
     
  8. canberksenolsun macrumors newbie

    canberksenolsun

    Joined:
    Mar 3, 2017
    #9
    To all of you that are suffering from this problem, these kernel panicks are almost always caused by 3rd party kernel extensions UNLESS you have a hardware failure.

    To see the 3rd party installed kernel extensions, open Terminal and type:
    Code:
    kextstat | grep -v apple
    You will see the 3rd party extensions listed there. I suggest that you go thru the regular uninstallation procedures of all the software that are related to those extensions. If you don't know the software that is responsible from that extensions OR if the kernel extensions is still there even after the installation, I suggest that you go ahead and manually remove the .kext folder from your system. The steps are as follows:

    The kernel extensions are stored in 2 locations. Either
    /Library/Extensions
    or
    /System/Library/Extensions

    Once you located the 3rd party .kext folder in either of these paths, remove the extensions by typing the following command:
    Code:
    sudo rm -R type_the_name_of_the_3rd_party_kext_file.kext/
    of course by replacing the word type_the_name_of_the_3rd_party_kext_file with your .kext file's name.

    Once you removed the kernel extensions, reboot your computer and enjoy. If you are still facing with issues, then you have a hardware problem and need to send your device in for repair. Oh, you're welcome.
     
  9. doitdada macrumors 6502a

    doitdada

    Joined:
    Oct 14, 2013
    #10
    I have the same issue. There are two outcomes when waking from sleep.

    1. The screen along with the touchbar will remain black. No key pressed, no tap or trackpad will wake it. You have to hard reset the machine and hold the power button in until the light on the keyboard shuts off, then gently click the touch id button again to boot.
    2. The machine just shut downs, then you press the power button to turn it on again. After you login, you will be met with a system error report. They are never the same, but this is the last one.

    Have had three machines. The first machine got replaced because it wobbled, the chassis was bent or simply not straight. The last two have had the issues described.

    Crash report from last issue described nr2.
    https://jpst.it/WBYj

    Tried to find 3rd party kexts with the command from the comment above, but I can't find one on my computer.

    [​IMG]
     
  10. bobbydd21 macrumors regular

    Joined:
    Nov 26, 2012
    #11
    I have the exact same issue! Always one of the two outcomes you mentioned. Also no third party kexts installed according the the terminal command.
     
  11. doitdada, Apr 1, 2017
    Last edited: Apr 1, 2017

    doitdada macrumors 6502a

    doitdada

    Joined:
    Oct 14, 2013
    #12
    Have uploaded a video of issue no1 described in my earlier post.


    Have tried reinstalling, but this seems like a hardware error and customer support from Apple have called it a hardware error as well. Is this a typical first generation product? I have owned three 15" MacBook Pros in the 3 last months, all with issues. I also tried the 13" for a while, but it was too small. Seems like the 13" also have problems. No cure for bad hardware.
     
  12. jozero macrumors 6502

    Joined:
    Sep 14, 2009
    #13
    Last 3 days I have not had this issue (finally).

    One of these two things fixed it, I am not sure which :
    - setting the internal display to mirror displays (its in clamshell mode so makes no difference to me)
    - updating to 10.12.4

    I have a 13" nTB with LG 4K. Was a constant issue since I got the machine in December.

    I hope this curse is fixed. Its a bummer.
     
  13. tjleonard macrumors 6502a

    Joined:
    Jun 25, 2013
    #14
    Im not having the exact same problem but am having my MBP w/TB flicker randomly when I unplug it from a USB C 4K monitor and then open the lid. Sometimes it doesn't even happen with the 4K monitor but I notice it more with that.

    A video:


    I am seeing GPU crashes every time in the logs. I went to the Apple Store and they told me to turn off FileVault to rule that out and then if that didn't work, reinstall MacOS, which I've done both. It happened 2 times today and I was notified the only thing I can do is to ship it to them and hope to get it back within 7 days, which really isn't much of an option.

    Anyone have any ideas on this one since it doesn't sound exactly related but similar?
    --- Post Merged, Apr 3, 2017 ---
    To note: it doesn't flash the login window every time. It's usually just random programs that were up (Safari, sometimes finder, and the only way to fix it is to reboot).
     
  14. Ayemerica macrumors 65816

    Ayemerica

    Joined:
    Oct 18, 2011
    Location:
    Atlantis but in space
    #15
    I am having two big issues

    When my mac is in sleep in clamshell mode and goes to sleep my keyboard won't wake it up or mouse. Only lifting the lid , this only happens with my 4K display not any others


    My second biggest issues is application flickering. Discord , Final Cut Pro " flicker " at the edges or sections.
     
  15. BlueJet macrumors newbie

    Joined:
    Mar 4, 2017
    #16
    I had the same issue with two different ntMBP. I had my first ntMBP for about 3 weeks and that happened 4-5 times. I went to apple store without restarting the computer and showed the problem to one of their specialist. Since the 2016 Macbooks are still considered as "new models", they didn't know what is the source of the problem and offered to extend my return period for a few more days. I ended up returning the computer and getting a new one. I received the new ntMBP about a week ago and now that issue occurred again. My OS is up to date and from my experience the flickering occurs after I use my macbook in calmshell mode with an external display and then I disconnect it and try to wake it up and use the internal display. Was anyone able to find a solution for that?
     
  16. doitdada macrumors 6502a

    doitdada

    Joined:
    Oct 14, 2013
    #17
    My solution was to give up. Can't pay 3000 dollars for something that doesn't work with an external monitor. In fact they don't even provide an official cable solution for displayport users at the moment. There is no way to buy your way out of this problem. You have to jump ship...
     
  17. 25ghosts macrumors 6502

    Joined:
    Jan 31, 2008
    #18
    Please report back ASAUC - I am hitting this problem 6 times per day with NOTHING External Attached.
     
  18. csurfr macrumors 68000

    Joined:
    Dec 7, 2016
    Location:
    Seattle, WA
    #19
    The machine was returned to the engineers at apple. They could not find a software fix for my issue. Your best solution is to either take it to the Genius Bar or send an email to Tim Cook directly and wait for one of the members of executive relations to contact you. They had gotten back to me within 48 hours. I hope this helps with what has to be a really horrible situation.

    I should note that I replaced the 13" with a 15" and haven't had any problems with sleep/wake or anything else since.
     
  19. BlueJet macrumors newbie

    Joined:
    Mar 4, 2017
    #20
    From my experience with the Genius Bar, there is not much they can do when it comes to software bugs, especially with the new MBPs that they don't have a lot of experience servicing. This is definitely frustrating because it seems like a lot of people are having that issue and there is no solution yet, even thought those computers were released a while ago. Apple is know to be a reliable company and there is a reason why we pay so much for their products, so hopefully we can get that fixed soon. I love this machine, but ideally I would like to be able to use it both with the internal and an external displays, without it crashing or flickering after waking up.
     
  20. Mxbzz macrumors 6502

    Joined:
    Jul 22, 2012
    #21
    These past few weeks, I've experienced an insane amount of sleep-wake failures, and I've lost my fingerprint settings twice this week alone. Most of these crashes come from the "Control Strip". Today, instead of getting a crash, my screen decided to stay black with a few artifacts.

    It's disappointing how shoddy the software is on these new MBPs. This is my second MBP-- my first one had similar problems and I am not entirely convinced this is a hardware issue. I sent that one to Apple, in which they replaced the logic board due to "no video output" on the service report.
     
  21. doitdada, Apr 26, 2017
    Last edited: May 3, 2017

    doitdada macrumors 6502a

    doitdada

    Joined:
    Oct 14, 2013
    #22
    Ohh, it is the old replace the logic board will fix everything. I've had five as noted, and all of them had issues. It may be both software and hardware issues, since that is supposed to be so great on Apple computers. They are responsible for the software and the hardware, so it feels like the problem shouldn't be isolated, but threated as a whole.

    I've been with Apple for 12 years, and there is seldom software updates strong enough to iron out hardware issues, as there is usually no hardware changes that can improve badly written software.
     
  22. tjleonard macrumors 6502a

    Joined:
    Jun 25, 2013
    #23
    I have figured out an annoying workaround. I open the MacBook, wait for the screen to turn on, unplug the USB c cable from the monitor, wait to see the flicker. Then I can close the Mac.

    No idea on how to fix it though, for good.
     
  23. shareef777 macrumors 68020

    shareef777

    Joined:
    Jul 26, 2005
    Location:
    Chicago, IL
    #24
    Really messed up that we couldn't get our 5K with our MBPs. This issue is more then enough for me to have returned my MBP, but now I'm stuck with it and the 5K hating Apple everyday I use it. Poor play on Apples part. A staunch advocate has now been telling people to look elsewhere.
     
  24. rvanmil macrumors newbie

    rvanmil

    Joined:
    May 6, 2017
    #25
    It seems I've found a workaround which eliminates the sleep/wake freezes for me. I have disabled automatic graphics switching in the energy system settings and I haven't had a freeze anymore, yet...
     

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