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  1. #1
    "your computer has restarted because of a problem" HELP!!
    Hi guys

    I'm looking at a friends computer, trying to fix it for them.
    It is a mid-2015 27inch retina 5k iMac running Mojave 10.14.6
    3.3Ghz core 15
    8gb ram

    it is on a near-continuous loop of restarting to a black screen saying "your computer restarted because of a problem" etc etc...
    I've tried starting in safe mode and running first aid on the disk. It found errors and apparently fixed them, yet the problem remains.
    I managed to quickly email a kernel panic log to myself before it crashed again. Hopefully one of you can tell me what I'm dealing with and how to fix it.

    Here's the log report:

    Anonymous UUID: 2CB6971F-62DF-C549-3B90-C7AF22BE267F

    Thu Sep 12 10:56:42 2019

    *** Panic Report ***
    panic(cpu 0 caller 0xffffff7f9d4dc3af): "key.hdr.kind != NEW && numsnapshots == 0\n"@/BuildRoot/Library/Caches/com.apple.xbs/Sources/apfs/apfs-945.275.7/nx/jobj.c:2587
    Backtrace (CPU 0), Frame : Return Address
    0xffffff914de8b200 : 0xffffff801bdae6ed
    0xffffff914de8b250 : 0xffffff801beea185
    0xffffff914de8b290 : 0xffffff801bedb8ba
    0xffffff914de8b300 : 0xffffff801bd5bb40
    0xffffff914de8b320 : 0xffffff801bdae107
    0xffffff914de8b440 : 0xffffff801bdadf53
    0xffffff914de8b4b0 : 0xffffff7f9d4dc3af
    0xffffff914de8b520 : 0xffffff7f9d4dbaa6
    0xffffff914de8b6a0 : 0xffffff7f9d4dc4fb
    0xffffff914de8b700 : 0xffffff7f9d4e27f2
    0xffffff914de8b740 : 0xffffff7f9d4e2218
    0xffffff914de8b7b0 : 0xffffff7f9d4dc757
    0xffffff914de8b870 : 0xffffff7f9d4e154c
    0xffffff914de8b930 : 0xffffff7f9d4e0b32
    0xffffff914de8ba10 : 0xffffff7f9d4a4014
    0xffffff914de8bac0 : 0xffffff801c02f05e
    0xffffff914de8bb40 : 0xffffff801c00f6d3
    0xffffff914de8bf40 : 0xffffff801c3ba5ed
    0xffffff914de8bfa0 : 0xffffff801bd5c306
    Kernel Extensions in backtrace:
    com.apple.filesystems.apfs(945.275.7)[ACFDCC84-EBFD-376E-8361-B16CC6CAF740]@0xffffff7f9d46d000->0xffffff7f9d56efff
    dependency: com.apple.kec.corecrypto(1.0)[16D0DE4A-4774-32C4-B05D-D35601D9FC39]@0xffffff7f9cac4000
    dependency: com.apple.driver.AppleEffaceableStorage(1.0)[10658FF3-EB34-3240-9E63-3FB47B9700FF]@0xffffff7f9d3cf000
    dependency: com.apple.iokit.IOStorageFamily(2.1)[71BB22B0-3075-35A1-B04E-FBAC574DA80D]@0xffffff7f9c97e000

    BSD process name corresponding to current thread: DCAManager

    Mac OS version:
    18G95

    Kernel version:
    Darwin Kernel Version 18.7.0: Tue Aug 20 16:57:14 PDT 2019; root:xnu-4903.271.2~2/RELEASE_X86_64
    Kernel UUID: C41337A1-0EC3-3896-A954-A1F85E849D53
    Kernel slide: 0x000000001ba00000
    Kernel text base: 0xffffff801bc00000
    __HIB text base: 0xffffff801bb00000
    System model name: iMac15,1 (Mac-42FD25EABCABB274)

    System uptime in nanoseconds: 533146012612
    last loaded kext at 305817706267: com.trendmicro.kext.filehook 2.5.0 (addr 0xffffff7fa0491000, size 126976)
    last unloaded kext at 422287944962: com.apple.driver.AppleIntelLpssGspi 3.0.60 (addr 0xffffff7f9ee6b000, size 45056)
    loaded kexts:
    com.trendmicro.kext.filehook 2.5.0
    com.trendmicro.kext.KERedirect 2.5.0
    com.apple.filesystems.smbfs 3.3.2
    com.apple.driver.AudioAUUC 1.70
    com.apple.driver.AppleTopCaseHIDEventDriver 138.4
    com.apple.fileutil 20.036.15
    com.apple.driver.ApplePlatformEnabler 2.7.0d0
    com.apple.driver.AGPM 110.25.11
    com.apple.driver.X86PlatformShim 1.0.0
    com.apple.filesystems.autofs 3.0
    com.apple.driver.AppleMikeyHIDDriver 131
    com.apple.driver.AppleMikeyDriver 282.54
    com.apple.driver.AppleHDA 282.54
    com.apple.driver.AppleUpstreamUserClient 3.6.5
    com.apple.kext.AMDFramebuffer 2.1.1
    com.apple.kext.AMDRadeonX4000 2.1.1
    com.apple.driver.AppleGraphicsDevicePolicy 3.50.12
    com.apple.AGDCPluginDisplayMetrics 3.50.12
    com.apple.driver.AppleHV 1
    com.apple.iokit.IOUserEthernet 1.0.1
    com.apple.iokit.IOBluetoothSerialManager 6.0.14d3
    com.apple.driver.pmtelemetry 1
    com.apple.Dont_Steal_Mac_OS_X 7.0.0
    com.apple.driver.AppleIntelHD5000Graphics 12.1.0
    com.apple.driver.eficheck 1
    com.apple.driver.AppleSMCLMU 212
    com.apple.driver.AppleOSXWatchdog 1
    com.apple.driver.AppleIntelSlowAdaptiveClocking 4.0.0
    com.apple.kext.AMD7000Controller 2.1.1
    com.apple.driver.AppleLPC 3.1
    com.apple.driver.AppleThunderboltIP 3.1.2
    com.apple.driver.AppleMCCSControl 1.5.9
    com.apple.driver.AppleIntelFramebufferAzul 12.1.0
    com.apple.driver.AppleVirtIO 2.1.3
    com.apple.filesystems.hfs.kext 407.200.4
    com.apple.AppleFSCompression.AppleFSCompressionTyp eDataless 1.0.0d1
    com.apple.BootCache 40
    com.apple.AppleFSCompression.AppleFSCompressionTyp eZlib 1.0.0
    com.apple.AppleSystemPolicy 1.0
    com.apple.filesystems.apfs 945.275.7
    com.apple.private.KextAudit 1.0
    com.apple.driver.AppleSDXC 1.7.6
    com.apple.iokit.AppleBCM5701Ethernet 10.3.3
    com.apple.driver.AppleAHCIPort 329.260.5
    com.apple.driver.AirPort.BrcmNIC 1400.1.1
    com.apple.driver.AppleRTC 2.0
    com.apple.driver.AppleACPIButtons 6.1
    com.apple.driver.AppleHPET 1.8
    com.apple.driver.AppleSMBIOS 2.1
    com.apple.driver.AppleACPIEC 6.1
    com.apple.driver.AppleAPIC 1.7
    com.apple.nke.applicationfirewall 201
    com.apple.security.TMSafetyNet 8
    com.apple.driver.AppleBluetoothHIDKeyboard 208
    com.apple.driver.AppleHIDKeyboard 208
    com.apple.driver.AppleMultitouchDriver 2450.1
    com.apple.driver.AppleInputDeviceSupport 2440.2
    com.apple.driver.AppleHSBluetoothDriver 138.4
    com.apple.driver.IOBluetoothHIDDriver 6.0.14d3
    com.apple.kext.triggers 1.0
    com.apple.driver.DspFuncLib 282.54
    com.apple.kext.OSvKernDSPLib 528
    com.apple.kext.AMDRadeonX4030HWLibs 1.0
    com.apple.kext.AMDRadeonX4000HWServices 2.1.1
    com.apple.driver.AppleGraphicsControl 3.50.12
    com.apple.iokit.IOAVBFamily 760.6
    com.apple.plugin.IOgPTPPlugin 740.2
    com.apple.iokit.IOSkywalkFamily 1
    com.apple.driver.AppleSSE 1.0
    com.apple.AppleGPUWrangler 3.50.12
    com.apple.iokit.IOSlowAdaptiveClockingFamily 1.0.0
    com.apple.driver.AppleHDAController 282.54
    com.apple.iokit.IOHDAFamily 282.54
    com.apple.iokit.IONDRVSupport 530.51
    com.apple.kext.AMDSupport 2.1.1
    com.apple.driver.X86PlatformPlugin 1.0.0
    com.apple.driver.IOPlatformPluginFamily 6.0.0d8
    com.apple.driver.AppleSMBusPCI 1.0.14d1
    com.apple.driver.AppleThunderboltEDMSink 4.2.0
    com.apple.driver.AppleSMBusController 1.0.18d1
    com.apple.AppleGraphicsDeviceControl 3.50.12
    com.apple.iokit.IOAcceleratorFamily2 404.14
    com.apple.iokit.IOGraphicsFamily 530.66
    com.apple.iokit.IOSurface 255.6.1
    com.apple.iokit.BroadcomBluetoothHostControllerUSB Transport 6.0.14d3
    com.apple.iokit.IOBluetoothHostControllerUSBTransp ort 6.0.14d3
    com.apple.iokit.IOBluetoothHostControllerTransport 6.0.14d3
    com.apple.iokit.IOBluetoothFamily 6.0.14d3
    com.apple.iokit.IOAudioFamily 206.5
    com.apple.vecLib.kext 1.2.0
    com.apple.driver.usb.networking 5.0.0
    com.apple.driver.usb.AppleUSBHostCompositeDevice 1.2
    com.apple.driver.usb.AppleUSBHub 1.2
    com.apple.iokit.IOSerialFamily 11
    com.apple.filesystems.hfs.encodings.kext 1
    com.apple.driver.AppleThunderboltDPInAdapter 5.6.9
    com.apple.driver.AppleThunderboltDPOutAdapter 5.6.9
    com.apple.driver.AppleThunderboltDPAdapterFamily 5.6.9
    com.apple.driver.AppleThunderboltPCIDownAdapter 2.1.5
    com.apple.iokit.IOAHCIBlockStorage 301.270.1
    com.apple.driver.AppleThunderboltNHI 4.7.9
    com.apple.iokit.IOThunderboltFamily 6.8.6
    com.apple.iokit.IOEthernetAVBController 1.1.0
    com.apple.iokit.IOAHCIFamily 288
    com.apple.iokit.IO80211Family 1200.12.2
    com.apple.driver.mDNSOffloadUserClient 1.0.1b8
    com.apple.driver.corecapture 1.0.4
    com.apple.driver.usb.AppleUSBXHCIPCI 1.2
    com.apple.driver.usb.AppleUSBXHCI 1.2
    com.apple.driver.usb.AppleUSBHostPacketFilter 1.0
    com.apple.iokit.IOUSBFamily 900.4.2
    com.apple.driver.AppleUSBHostMergeProperties 1.2
    com.apple.driver.AppleEFINVRAM 2.1
    com.apple.driver.AppleEFIRuntime 2.1
    com.apple.iokit.IOSMBusFamily 1.1
    com.apple.iokit.IOHIDFamily 2.0.0
    com.apple.security.quarantine 3
    com.apple.security.sandbox 300.0
    com.apple.kext.AppleMatch 1.0.0d1
    com.apple.driver.DiskImages 493.0.0
    com.apple.driver.AppleFDEKeyStore 28.30
    com.apple.driver.AppleEffaceableStorage 1.0
    com.apple.driver.AppleKeyStore 2
    com.apple.driver.AppleUSBTDM 456.260.3
    com.apple.driver.AppleMobileFileIntegrity 1.0.5
    com.apple.iokit.IOUSBMassStorageDriver 145.200.2
    com.apple.iokit.IOSCSIBlockCommandsDevice 408.250.3
    com.apple.iokit.IOSCSIArchitectureModelFamily 408.250.3
    com.apple.iokit.IOStorageFamily 2.1
    com.apple.kext.CoreTrust 1
    com.apple.driver.AppleCredentialManager 1.0
    com.apple.driver.KernelRelayHost 1
    com.apple.iokit.IOUSBHostFamily 1.2
    com.apple.driver.usb.AppleUSBCommon 1.0
    com.apple.driver.AppleBusPowerController 1.0
    com.apple.driver.AppleSEPManager 1.0.1
    com.apple.driver.IOSlaveProcessor 1
    com.apple.iokit.IOReportFamily 47
    com.apple.iokit.IOTimeSyncFamily 740.2
    com.apple.iokit.IONetworkingFamily 3.4
    com.apple.driver.AppleACPIPlatform 6.1
    com.apple.driver.AppleSMC 3.1.9
    com.apple.iokit.IOPCIFamily 2.9
    com.apple.iokit.IOACPIFamily 1.4
    com.apple.kec.pthread 1
    com.apple.kec.Libm 1
    com.apple.kec.corecrypto 1.0

    EOF

    cheers

  2. #2
    "your computer has restarted because of a problem" HELP!!
    chscag's Avatar
    Member Since
    Jan 23, 2008
    Location
    Keller, Texas
    Posts
    58,617
    Your Mac's Specs
    2017 27" iMac, 10.5" iPad Pro, iPhone 7+, iPhone 8, Numerous iPods, Mojave
    Rep Power
    53
    Welcome to our forums.

    Two things:

    1. Get rid of anything Trendmicro. It's not needed. No viruses in the wild to infect a Mac. We recommend running only Anti Malware software and nothing that stays resident. DetectX Swift

    2. Repairing errors with Disk Utility does not mean the hard drive is okay. It could be the cause of the kernel panics. Run the machine in safe mode for a while to see how it acts.

    We also recommend running EtreCheck.

  3. #3
    "your computer has restarted because of a problem" HELP!!
    MacInWin's Avatar
    Member Since
    Jan 01, 2009
    Location
    Winchester, VA
    Posts
    6,493
    Your Mac's Specs
    MBP 15" Mid 2015, iPhone XS, an iMac, plus ATVs, AWatch, MacMini
    Rep Power
    26
    Do they have a backup? What kind of backup is it? Like chscag said, one run of Disk Utility First Aid may not fix all the issues. Run it until it runs clean. And stay in safe mode for a while, at least long enough that if they do NOT have a backup, they can rescue their data off the drive. Depending on what Trendmicro did to the drive, you may eventually end up reinstalling the OS.
    Jake

  4. #4
    "your computer has restarted because of a problem" HELP!!
    ferrarr's Avatar
    Member Since
    May 21, 2012
    Location
    Pawtucket, RI, US
    Posts
    6,642
    Your Mac's Specs
    L2014 Mac mini macOS 14, iPhone 8+ iOS 12, 12.9" iPad Pro 1 iOS 12, Pencil 1
    Rep Power
    13
    See if you can startup in Recovery, About macOS Recovery - Apple Support.

    Also, I am interested to know if the startup drive is an SSD or a Fusion?
    -- Bob --
    Please backup. Everything has a life cycle, unexpected and warning free. Nothing will last as long as you want it to.

  5. #5
    "your computer has restarted because of a problem" HELP!!
    Raz0rEdge's Avatar
    Member Since
    Jul 17, 2009
    Location
    MA
    Posts
    12,016
    Rep Power
    23
    APFS is the filesystem and it looks like you have some corrupted info that can't be worked around and thus the panic. If you can get into the machine in Safe Mode, you should do so and grab a backup of data if one doesn't already exist. With that in place, you will need re-format and re-install macOS to likely fix this issue.
    --
    Regards
    ...Ashwin


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