MacBook Air M1 freezing and rebooting

[Vladstudio]

Hey! Several days ago (and again today) my MacBook completely froze while I was working in Pixelmator Pro. The previous time, I had to hold Power button to reboot it. This time, the computer froze for some time and then rebooted itself. Hmm!

Luckily, I did not lose any important data. I also had two quite large files open (8000x5000px, ~400 Mb each).

No window showed up with any kind of error message.

Is there a log I can look up to find what could go wrong?

Thanks!

[simonasd]

Hi there, very strange! If possible, could you send the project files you were working on at the time over to us at [email protected]? Here's how you can share larger files with us via our upload server: https://pixelmator.freshdesk.com/suppor ... eam-on-mac

Also, could you check whether a Pixelmator Pro crash report from that incident is available and if so, send it to us as well? Here's how you can find it: https://pixelmator.freshdesk.com/suppor ... ash-report

[Vladstudio]

Here's how you can find it: https://pixelmator.freshdesk.com/suppor ... ash-report

thanks for the link! I think this is what I was looking for. Strangely, there is no Crash Reports for Pixelmator. If similar freezing happens again and produces a report, I'll send it to you.

Thanks.

[Vladstudio]

@simonasd - it just happened again, so let me share all I can.

1. I was resizing quite large file from 2560x1600 to 8000x5000 (using Super Resolution algorythm).

2. The laptop rebooted, and after startup there was this window, "Your computer restarted because of a problem". Here is the report: https://pastebin.com/6dj4ZQCH

3. There are still no Crash reports in Console.app.

4. I uploaded the file I was trying to resize at http://upload-cdn.pixelmator.com/tbilisi_2.src.pxd.zip

Hope this helps!

[Vladstudio]

Another try, another reboot, another report! https://pastebin.com/Ta7LDXSL

[Vladstudio]

And another one - this time trying to save the same file, cropped: https://pastebin.com/uGqx9uqN

[Vladstudio]

FYI - reboot continues to happen if I merge all layers, then crop and then try to save. It happens during saving, the screen goes pink for a moment. This now happens every time I try to save this file.

[Vladstudio]

Device info, just in case: https://pastebin.com/UwuhrTaN

[simonasd]

Awesome, thanks for all the info! I've passed this through to our developers for investigation and will let you know what we find.

One more thing, though - I see the project file you sent us is already 8000x5000 pixels. Is there any chance you have a pre-resize version of your project saved somewhere? If so, it would be great if you could share it us as well.

[Vladstudio]

my plan was to crop 2560x1600 center area from this file, and then scale it up to 8000x5000. i cannot save it though, the notebook reboots during save operation.

so, this is the only file i have that causes problems.

[Vladstudio]

FYI - erasing and reinstalling Pixelmator did not help, the problem remains. I'm curious if you were able to reproduce the issue on your machine with my file. Thanks!

[simonasd]

Hey Vlad, unfortunately we weren't able to reproduce the issue on our end. Upon further investigation, though, this seems to be a macOS issue. We'll need to report it to Apple. To that end, we'd need a sysdiagnose report from your Mac, if you'd be willing to share one. Here are instructions from Apple on how you can generate it:



Once you have the sysdiagnose file, please send it to us via email at [email protected] and we'll proceed wth the report. If the file is too large to attach to the email, you can share it with us via our upload server.