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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: 1336
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: 1336
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


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