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OS X crashed during adding new device (nüviCam LMT-D) via Garmin Express

During "add new device"-process via Garmin Express, OS X stopped/freezed and reboot. The new device which should be added is a nüviCam LMT-D.

All related applications (Garmin Express, OS X) have latest patches/updates, I have also tried the procedure with a different/new user in OS X, same result.

Any experience in the forum, how to resolve/analyse further?

Thanks in advance,
Christian

The generated problem report shows the following:

Sun Feb 14 14:09:57 2016

*** Panic Report ***
panic(cpu 0 caller 0xffffff80269d255a): Kernel trap at 0xffffff7fa717b22c, type 14=page fault, registers:
CR0: 0x000000008001003b, CR2: 0x0000000000000000, CR3: 0x000000002a416000, CR4: 0x00000000000626e0
RAX: 0xffffff7fa717b1da, RBX: 0xffffff8066abd800, RCX: 0x0000000000000000, RDX: 0x0000000000000000
RSP: 0xffffff921279bef0, RBP: 0xffffff921279bf10, RSI: 0x000000000000000d, RDI: 0x0000000000000000
R8: 0x0000000000000000, R9: 0x0000000000010001, R10: 0x0000000000000000, R11: 0x0000000000000002
R12: 0xffffff805fed5680, R13: 0xffffff805fed5740, R14: 0x000000000000000d, R15: 0xffffff8066abd8a8
RFL: 0x0000000000010246, RIP: 0xffffff7fa717b22c, CS: 0x0000000000000008, SS: 0x0000000000000010
Fault CR2: 0x0000000000000000, Error code: 0x0000000000000000, Fault CPU: 0x0, PL: 0

Backtrace (CPU 0), Frame : Return Address
0xffffff921279bb80 : 0xffffff80268df792
0xffffff921279bc00 : 0xffffff80269d255a
0xffffff921279bde0 : 0xffffff80269f0233
0xffffff921279be00 : 0xffffff7fa717b22c
0xffffff921279bf10 : 0xffffff8026e914d3
0xffffff921279bf90 : 0xffffff8026e919d7
0xffffff921279bfb0 : 0xffffff80269ccf77
Kernel Extensions in backtrace:
com.apple.iokit.IOSCSIArchitectureModelFamily(3.7.7)[49F2C1F9-18D8-3D7C-B3DA-B7716B41B0BF]@0xffffff7fa7175000->0xffffff7fa719ffff

BSD process name corresponding to current thread: kernel_task

Mac OS version:
15D21

Kernel version:
Darwin Kernel Version 15.3.0: Thu Dec 10 18:40:58 PST 2015; root:xnu-3248.30.4~1/RELEASE_X86_64
Kernel UUID: DECC9F02-27D7-31F0-9599-A9EF2873902C
Kernel slide: 0x0000000026600000
Kernel text base: 0xffffff8026800000
__HIB text base: 0xffffff8026700000
System model name: iMac12,2 (Mac-942B59F58194171B)

System uptime in nanoseconds: 15117202009006
last loaded kext at 13695297572765: com.apple.driver.AppleXsanScheme 3 (addr 0xffffff7fa9ce8000, size 32768)
last unloaded kext at 12749790111979: com.LaCie.ScsiType00 2.4.1 (addr 0xffffff7fa9cb5000, size 16384)
loaded kexts:

=> lines following here, deleted to keep character limitation (10000 max).

com.*

Model: iMac12,2, BootROM IM121.0047.B23, 4 processors, Intel Core i7, 3.4 GHz, 16 GB, SMC 1.72f2
Graphics: AMD Radeon HD 6970M, AMD Radeon HD 6970M, PCIe, 1024 MB
Memory Module: BANK 0/DIMM0, 4 GB, DDR3, 1333 MHz, 0x80CE, 0x4D34373142353137334248302D4348392020
Memory Module: BANK 1/DIMM0, 4 GB, DDR3, 1333 MHz, 0x80CE, 0x4D34373142353137334248302D4348392020
Memory Module: BANK 0/DIMM1, 4 GB, DDR3, 1333 MHz, 0x0198, 0x393930353432382D3035312E4130304C4620
Memory Module: BANK 1/DIMM1, 4 GB, DDR3, 1333 MHz, 0x0198, 0x393930353432382D3035312E4130304C4620
AirPort: spairport_wireless_card_type_airport_extreme (0x168C, 0x9A), Atheros 9380: 4.0.74.0-P2P
Bluetooth: Version 4.4.3f4 16616, 3 services, 27 devices, 1 incoming serial ports
Network Service: Ethernet, Ethernet, en0
PCI Card: pci1b4b,9220, AHCI Controller, Thunderbolt@193,0,0
Serial ATA Device: ST31000528AS, 1 TB
Serial ATA Device: SAMSUNG SSD 830 Series, 256.06 GB
Serial ATA Device: HL-DT-STDVDRW GA32N
Serial ATA Device: LaCie 2big v2 THB USB3 Raid 1, 4 TB
Serial ATA Device: MARVELL VIRTUAL
USB Device: USB 2.0 Bus
USB Device: FaceTime HD Camera (Built-in)
USB Device: Hub
USB Device: Hub
USB Device: Hub
USB Device: USB3.0 Media Reader
USB Device: BRCM2046 Hub
USB Device: Bluetooth USB Host Controller
USB Device: USB 2.0 Bus
USB Device: Hub
USB Device: ANT USBStick2
USB Device: IR Receiver
USB Device: Card Reader
FireWire Device: unknown_device, Unknown
Thunderbolt Bus: iMac, Apple Inc., 25.1
Thunderbolt Device: 2big TBT2 USB3, LaCie, 3, 22.1

0 EXPRESSCUSTOMERCARE over 9 years ago

cblaha

I am sorry for the trouble with adding the nuviCam LMT-D to Garmin Express. According to the Panic log the issue is related or caused by the Lacie external HD. Since Garmin Express runs as a Service, use the black triangle in the menu bar to QUIT Express then connect the nuviCam and see if you still get the Kernel Panic. At this point the nuviCam is just mounting as a mass storage device. You may have to uninstall the Lacie support software or disconnect the drive and Quit any Lacie software that is running as a Service before using Garmin Express.

[
com.apple.iokit.IOSCSIArchitectureModelFamily(3.7.7)[49F2C1F9-18D8-3D7C-B3DA-B7716B41B0BF]@0xffffff7fa7175000->0xffffff7fa719ffff

BSD process name corresponding to current thread: kernel_task

.
.
.
last unloaded kext at 12749790111979: com.LaCie.ScsiType00 2.4.1 (addr0xffffff7fa9cb5000, size 16384)
loaded kexts:
]

Again I am sorry for the troubles.
Curt

0 cblaha over 9 years ago

Hi Curt,
thank you for the quick reply.

I quit, but not uninstalled, the LaCie DesktopManager and forced quit also the related service/process, then disconnected the LaCie-device.

Afterwards connecting nüviCam and trying "Add a Device" again results in same issue. But at this time without having a Problem Report after reboot.

Any hints how to proceed further?

Regards,
Christian

0 EXPRESSCUSTOMERCARE over 9 years ago

cblaha

We could take a look at the logs. If an application freezes or hangs then there will be a log collected in Console.app. Open Console from Macintosh HD/Applications/Utilities then click All Messages under System Log Queries. Use the Search bar in the upper right corner to search for "Express". It should return any log with Express in the title or body. Post as much as you can around the time of the incident. Use the instructions below to have Garmin Express send me its own set of logs.

How do I gather the Garmin Express Logs? The code needed is 6HESH It can only be entered one time. I will get an email notification once it has been entered.
https://support.garmin.com/support/searchSupport/case.faces?caseId={35620ca0-ca66-11e3-e635-000000000000}

I notice you have 2 nuviCam devices associated with your account. Do you have both of them and does this issue occur with them both, or any other device you have?

What is the software version on the nuviCam? If it is not at 3.10 please use the Garmin WebUpdater to update then try adding to Garmin Express. Sometimes unexpected issues present themselves with older or original software versions loaded on brand new models. It's rare but possible.

Curt

0 cblaha over 9 years ago

Hi Curt,

I sent just now the reports out of GarminExpress. The kernel panic happened 15-Feb/around 21:00.

The case here is related to device with s/n *0425, which is a replacement for the other device. The other/first device had same issues and my local support replaced it, assuming hardware issues. The issue (freezed screen and reboot) happens only with nuviCam when connected via USB, all other devices are working/syncing fine with Garmin Express.

Software/Firmware of nuviCam is latest version (v3.10), which was successfully uploaded from a Windows-client.

I have extracted the relevant lines from Console and will send you the compressed file via PN.

Hopefully this will help to analyze the root cause.

Best regards,

Christian

0 EXPRESSCUSTOMERCARE over 9 years ago

cblaha

It appears that the device may not be communicating with the computer correctly. Does the device show up as a drive on your Mac when you plug it in?

Jason

0 cblaha over 9 years ago

Jason, thank you for the hint ("showing as device in Finder").

The issue appears, when nuviCam is not showing up as "GARMIN" device/volume.

I was able now to process successfully "Add a Device". Here are the steps, which worked:

1. Under my regular profile/account ("user 1"), it is not showing up as new volume, when connected via USB. So I logged in with a different account ("user 2") and a few seconds after connecting it is shown as new volume in Finder.

2. Then switching back to "user 1" the device is still shown in Finder. Now starting Garmin Express "Add a Device" and nuviCam was immediately identified.

But root cause for issue is still not known.

Thank you both, Curt and Jason, for the quick support.

Best regards,

Christian