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Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

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semblance
Posts: 7
Joined: Sun 23. Feb 2020, 22:21

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby semblance » Sun 31. Jan 2021, 22:51

I just experienced exactly the same issue.

My 2016 MacBook Pro spontaneously shut down, and after rebooting, it reported a kernel panic "Preemption level underflow" which also says "BSD process name corresponding to current thread: WacomTouchDriver" (details below).

I thought it was suspicious that the kernel panic specifically mentions the Wacom driver. So I googled "Preemption level underflow WacomTouchDriver" and found this thread.

I'm running macOS 10.15.7 with Wacom driver version 6.3.41-2.

Code: Select all

panic(cpu 4 caller 0xffffff80056bed6e): Preemption level underflow, possible cause unlocking an unlocked mutex or spinlock
Backtrace (CPU 4), Frame : Return Address
0xffffff91feee3820 : 0xffffff800571961d
0xffffff91feee3870 : 0xffffff8005853ac5
0xffffff91feee38b0 : 0xffffff800584564e
0xffffff91feee3900 : 0xffffff80056bfa40
0xffffff91feee3920 : 0xffffff8005718ce7
0xffffff91feee3a20 : 0xffffff80057190d7
0xffffff91feee3a70 : 0xffffff8005ec00bc
0xffffff91feee3ae0 : 0xffffff80056bed6e
0xffffff91feee3af8 : 0xffffff80056bed41
0xffffff91feee3b60 : 0xffffff80057b76e5
0xffffff91feee3bb0 : 0xffffff80057ac95a
0xffffff91feee3c80 : 0xffffff8005db3a60
0xffffff91feee3cc0 : 0xffffff8005db450b
0xffffff91feee3ce0 : 0xffffff8005dbc47a
0xffffff91feee3d10 : 0xffffff8005e59698
0xffffff91feee3d80 : 0xffffff8005804883
0xffffff91feee3db0 : 0xffffff800571f388
0xffffff91feee3e10 : 0xffffff80056f5d35
0xffffff91feee3e70 : 0xffffff800570cae2
0xffffff91feee3f00 : 0xffffff800582b045
0xffffff91feee3fa0 : 0xffffff80056c0226

BSD process name corresponding to current thread: WacomTouchDriver

semblance
Posts: 7
Joined: Sun 23. Feb 2020, 22:21

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby semblance » Tue 2. Feb 2021, 14:07

Could anyone from Wacom comment on this?

Three separate users in this thread, all experienced kernel panics saying "Preemption level underflow" along with "BSD process name corresponding to current thread: WacomTouchDriver".

Sounds suspicious?

wacom5
Posts: 1464
Joined: Tue 8. Aug 2017, 14:35

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby wacom5 » Wed 3. Feb 2021, 08:17

Hi,
Please contact our customer support for further troubleshooting.
Need immediate help? Contact our Support: https://support.wacom.com

semblance
Posts: 7
Joined: Sun 23. Feb 2020, 22:21

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby semblance » Fri 5. Feb 2021, 18:13

Hi, fortunately this issue has only occurred once for me, so there isn't really any "trouble" to "shoot". If I go through all the usual steps (like re-installing drivers etc.) and then the issue does not reoccur, we'd have no way of knowing if it would not have reoccurred anyway.

However given that a kernel panic is a very serious error and the same error has appeared for 3 different customers, I wondered if there is anything Wacom are doing to investigate the error on your side?

Also it seems that laptopleon performed a lot of extremely time-consuming troubleshooting (including full macOS reinstallation) and it did not resolve the issue for him.

wacom5
Posts: 1464
Joined: Tue 8. Aug 2017, 14:35

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby wacom5 » Tue 9. Feb 2021, 08:31

Well, the code is not enough to troubleshoot and we need more information. It's hard to follow up on this through forum only.
The error seems like it may be connected to some .kext installed in the system but the support team will need to collect logs to double check with the driver team.
Need immediate help? Contact our Support: https://support.wacom.com

tommypotter
Posts: 2
Joined: Fri 9. Apr 2021, 11:22

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby tommypotter » Fri 9. Apr 2021, 11:35

Any update on the issue?
I have had a very similar problem for a few months now. To be exact, the problem has occurred since I first installed wacom drivers on my mac. My computer restarts spontaneously approximately every week, the frequency seems random. Today it has happened twice which makes using wacom software very frustrating and I will be probably forced to uninstall wacom drivers.

One error

Code: Select all

panic(cpu 6 caller 0xffffff801a045ea1): vm_fault() KERN_FAILURE from user fault on thread 0xffffff8070765a40
Backtrace (CPU 6), Frame : Return Address
0xffffffa3fe803c70 : 0xffffff8019f1961d
0xffffffa3fe803cc0 : 0xffffff801a053ac5
0xffffffa3fe803d00 : 0xffffff801a04564e
0xffffffa3fe803d50 : 0xffffff8019ebfa40
0xffffffa3fe803d70 : 0xffffff8019f18ce7
0xffffffa3fe803e70 : 0xffffff8019f190d7
0xffffffa3fe803ec0 : 0xffffff801a6c00bc
0xffffffa3fe803f30 : 0xffffff801a045ea1
0xffffffa3fe803fa0 : 0xffffff8019ebf94f

BSD process name corresponding to current thread: WacomTouchDriver



Another one

Code: Select all

anic(cpu 6 caller 0xffffff800b93b5fa): "thread_invoke: preemption_level -1, possible cause: unlocking an unlocked mutex or spinlock"@/AppleInternal/BuildRoot/Library/Caches/com.apple.xbs/Sources/xnu/xnu-6153.141.10/osfmk/kern/sched_prim.c:2205
Backtrace (CPU 6), Frame : Return Address
0xffffffa3f2a52900 : 0xffffff800b91961d
0xffffffa3f2a52950 : 0xffffff800ba53ac5
0xffffffa3f2a52990 : 0xffffff800ba4564e
0xffffffa3f2a529e0 : 0xffffff800b8bfa40
0xffffffa3f2a52a00 : 0xffffff800b918ce7
0xffffffa3f2a52b00 : 0xffffff800b9190d7
0xffffffa3f2a52b50 : 0xffffff800c0c00bc
0xffffffa3f2a52bc0 : 0xffffff800b93b5fa
0xffffffa3f2a52c30 : 0xffffff800b939cef
0xffffffa3f2a52c80 : 0xffffff800b92a8b0
0xffffffa3f2a52cc0 : 0xffffff800be85878
0xffffffa3f2a52d30 : 0xffffff800bb57f30
0xffffffa3f2a52d70 : 0xffffff7f8f07f435
0xffffffa3f2a52de0 : 0xffffff7f8f07e481
0xffffffa3f2a52e00 : 0xffffff7f8f148463
0xffffffa3f2a52e50 : 0xffffff7f8f14780c
0xffffffa3f2a52f50 : 0xffffff7f8f1257a9
0xffffffa3f2a53020 : 0xffffff7f8f125639
0xffffffa3f2a53090 : 0xffffff7f8f12e09f
0xffffffa3f2a53160 : 0xffffff7f8f12e6a6
0xffffffa3f2a531e0 : 0xffffff7f8f0fe0ac
0xffffffa3f2a532b0 : 0xffffff7f8f100f02
0xffffffa3f2a53390 : 0xffffff7f8f10d911
0xffffffa3f2a533c0 : 0xffffff7f8f0c7dd4
0xffffffa3f2a53400 : 0xffffff7f8f0c8f13
0xffffffa3f2a53480 : 0xffffff7f8f0b7d19
0xffffffa3f2a53560 : 0xffffff800bb6dcae
0xffffffa3f2a536c0 : 0xffffff800bb6cf91
0xffffffa3f2a538c0 : 0xffffff800bb9e5d8
0xffffffa3f2a53940 : 0xffffff800bb87696
0xffffffa3f2a53ba0 : 0xffffff800bb8819e
0xffffffa3f2a53f40 : 0xffffff800bf83237
0xffffffa3f2a53fa0 : 0xffffff800b8c0206
      Kernel Extensions in backtrace:
         com.apple.filesystems.apfs(1412.141.1)[CD7F21B3-C225-3D39-80F9-AD774CD47240]@0xffffff7f8f07c000->0xffffff7f8f1a3fff
            dependency: com.apple.kec.corecrypto(1.0)[2CDB035A-4648-3D1A-9906-6723AB5FA29A]@0xffffff7f8c946000
            dependency: com.apple.driver.AppleEffaceableStorage(1.0)[4BC5290D-9927-35B5-B989-6B3D22043960]@0xffffff7f8c89e000
            dependency: com.apple.iokit.IOStorageFamily(2.1)[CCEF9EAD-4759-3EC4-B71C-0DF7B927560A]@0xffffff7f8c680000

BSD process name corresponding to current thread: WacomTouchDriver
Boot args: chunklist-security-epoch=0 -chunklist-no-rev2-dev

Mac OS version:
19H114

Kernel version:
Darwin Kernel Version 19.6.0: Tue Nov 10 00:10:30 PST 2020; root:xnu-6153.141.10~1/RELEASE_X86_64


As you can see the error may differ slightly. I have not gathered all the errors I have encountered.

tommypotter
Posts: 2
Joined: Fri 9. Apr 2021, 11:22

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby tommypotter » Fri 9. Apr 2021, 11:49

I want to add that I use the latest drivers 6.3.41-2 with Intuos Pen & Touch S (2013) - CTH-480

Moreover, I think that many customers are affected by this issue or by related issues. There are many similar issues described on various forums. I think it may be useful for the wacom team to track down the issue. A few examples:

As you can see, it is a serious issue affecting many users.

wacom7
Posts: 3
Joined: Thu 4. Mar 2021, 15:09

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby wacom7 » Fri 9. Apr 2021, 12:43

Hey,
As previously mentioned we would need to check your logs, if we want to assist you with this issue. Please contact our support via https://support.wacom.com .

When we can solve this issue for you, I will explain the steps on this thread for potential other users that may have such an issue. For this we need to verify, that Wacom can solve the issue of these crashes.

Kind regards.


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