TROUBLESHOOTING

Mac: Kernel panic when trying to launch GoToMeeting sessions

Issue

  • Mac crashes when starting GoToMeeting sessions
  • Kernel Panic message is displayed when trying to start GoToMeeting sessions:

https://care-data-api-live.s3.amazonaws.com/000340533/en_US/Resources/image1.png

Objective

Environment

  • GoToMeeting b5808 or later
  • Mac OSX 10.12

Procedure

Answer

Cause

TrustDefender update in Mac 10.12

Resolution

Disable TrustDefender

Additional Information

From Engineering: It's *extremely* unlikely that the Launcher is causing a Kernel panic. Not going to say it isn't responsible, but I'd tend to blame something else. I looked through the kernel panics, and several of them include the "com.trustdefender.kext.PacketFilter" kernel extension in the backtrace. This is some kind of security-related third-party software that various banks push on their customers for "safer" online banking. The other kernel backtraces are in the filesystem, and the WiFi driver. Launcher doesn't do anything clever that would be likely to crash the filesystem of the WiFi. It'd be interesting to see the system logs from other customers that are getting kernel panics.