MacOS Security update 2020-002 freezes Meetings

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We have had ~80 users who updated MacOS Security update 2020-002. Now whenever they attend a meeting with RC Meetings app, the app crashes and the computer shuts down.

It might just be a correlation but the evidence seems consistent with the update breaking RC Meetings.

We've blocked the update for the rest of our users, but MacOS does not let you roll back. Is there an update for RC Meetings in the pipeline to address this? Has anybody else seen this? Ticket #10500087
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Kyle van de Kamp

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Posted 4 months ago

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Andre Sanchez

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We are also starting to get reports of this from several of our users as well. Can confirm everyone that is reporting the issue has had the 2020-002 applied. I have an open ticket from yesterday, but will update and reference yours as well. 
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Jenn, Official Rep

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Hello Andre!

I noticed we don't have an open case for this issue. If we are experiencing the same issue, allow us to help you. 

Please create a case here.



Thanks! 
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Andre Sanchez

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Thanks - I opened a case under a different account (we have multiple) and that ticket number is: Case #10497256
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Jenn, Official Rep

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Alright, thanks! Please continue working with them too. 
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Kyle van de Kamp

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Thank you, I am happy that this is not isolated to us. I have a ticket open with Apple Enterprise Services as well. I have also tried the RingCentral Meetings version 19.4.151920.1217 (the logging version that support uses) which did not resolve the issue either. All of our users are on 10.14.4-6 Mojave, are any of your users on Catalina? 
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Andre Sanchez

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No, we are not on Catalina. We are seeing this on 10.13.6 High Sierra and 10.14.6 Mojave.
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Jenn, Official Rep

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Hello Kyle,

Apologies, I will send a follow-up email to the owner of your case and please continue working with them. 

Thanks! 
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Kyle van de Kamp

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The response on my ticket told me to uninstall and reinstall the software.. I've done that 60 times already. Was hoping to get a more confident response while we leave a large number of students unable to learn.
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Kyle van de Kamp

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I've had to hang up after being on hold for an hour as this issue has escalated for us . I am test upgrading a machine with this problem to Catalina to see if that resolves anything, even though that is not a scalable solution for us at this time.
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Andre Sanchez

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Kyle - if you have an account rep or CSM, I would suggest escalating there as well. I have not hear anything definitive on my ticket yet either, but have alerted our CSM. Our testing seems to indicate Catalina is not impacted, but we also cannot mass deploy Catalina until later this summer until we complete some hardware upgrades peripherals that are not Catalina compliant.
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Kyle van de Kamp

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Contacted our account rep, the case was escalated, and they appear to be currently investigating. I also can confirm now that this is not an issue if you upgrade to Catalina. Unfortunately we cannot upgrade any users to Catalina.
Actually this problem is specific to 13" 2015 MacBook Pros in our Environment.  We have had 5 users report it, and all 5 are using 13" 2015 Macbook Pros.  The error in the logs say Graphics Hardware was Reset.  Intel Iris Pro 6100.

We have various other hardware configs including 2015 15" Macbook pros which do not encounter the issue.
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Andre Sanchez

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See here for some good information on what models have been shown to be impacted so far as well as the scope of the issue. 

https://mrmacintosh.com/2020-002-update-causes-some-macs-to-freeze-when-using-video-conf-apps/

I am hearing rumors that while this is an Apple issue, various vendors can potentially work around it. I have not been able to test, but I have head that the latest Zoom update (4.6.9) has not crashed. Hoping that any positive changes Zoom made will make it to the RingCentral Meetings app soon so we can test on our end.
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Andre Sanchez

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RingCentral Meetings released an updated client yesterday. We're in process of testing to see if this fixes the issue.
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Kyle van de Kamp

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Our Apple Senior Engineer just emailed me saying that:
MacOS 10.15.5 Beta 3 release includes a fix for this issue if you’d like to test it out (you can access the beta using your Managed Apple ID through AppleSeed at appleseed.apple.com). 
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Andre Sanchez

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I received that news as well. Unfortunately we have a number of impacted devices that are on 10.13.6 that can not yet be upgraded to Catalina until a 3rd party hardware vendor fixes an outstanding 64-bit compatibility issue. We're hoping that a fix for 10.13 and 10.14 will be coming from Apple as well.