Sarguin

Q: MBA 13 Mid 2013 crash Black screen

Has anyone else encountered an issue where they are using their Mid-2013 MacBook Air (13in) on battery when the machine suddenly goes to sleep or appears to, but it has actually crashed. The screen is dark, keyboard and trackpad are not responsive and the keyboard backlight is on. You have to force it off to restart by pressing and holding the power button? It is completely random, not a kernel panic, and nothing I can see in any logs. After the recent firmware update the symptoms changed such that the display is still active since the Apple logo is lighted. I've never had it happen when I'm on a/c power. Unfortunately its random and infrequent too. The recent firmware indicated it helped with battery issues, etc. didn't fix mine apparently.

MacBook Air, OS X Mavericks (10.9)

Posted on Oct 24, 2013 4:36 AM

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Q: MBA 13 Mid 2013 crash Black screen

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  • by Wes Sonnenreich,

    Wes Sonnenreich Wes Sonnenreich Jan 8, 2014 3:34 AM in response to MDN64
    Level 1 (0 points)
    Jan 8, 2014 3:34 AM in response to MDN64

    MDN64 - your frustration is understood but I think you're mixing up several issues here which might confuse anyone new to the thread.

     

    I run a business and use my MBA every day very successfully to do so. It has this problem, but by no means is it a "paperweight".

     

    This issue may have a root cause in hardware in the way the chipsets are integrated, but it's more than likely a firmware/driver issue that can ultimately be resolved via software. The new ROM appears to be a step in that direction. It is definitely not a "build quality" or cost cutting issue. 

     

    Apple's hardware is actually very good compared to most PC manufacturers. Note that an Apple laptop is all "Intel PC" components anyhow. They just tend to source reasonably good quality components. Can you custom build something "better" as a PC? Sure, but it will cost you as least as much as an Apple. The build quality of all the major PC manufacturers is pretty horrendous these days.

     

    Your "deterioration effect" is common to both Windows and OSX. It has a lot more to do with the applications requiring more and more computing resources as they get more advanced. OS updates also usually add some new features (like advanced web browsers and integration with social media) which tend to require more resources of hardware. In my experience, Windows systems "deteriorate" far faster than OSX. My 4 year old MBP works nearly as smoothly as my new MBA.

     

    Apple has some issues with the way it engages with customers around boundary cases like this, but on balance they're FAR better to engage with than most PC vendors. Note that with a PC you need to engage with the manufacturer if it's a hardware issue and Microsoft if it's an OS issue. If you don't know which it is you can be completely stuck as both can say "not my problem". With Apple, it's definitely their problem since they control the stack. That makes a big difference.

     

    I have spent an ungodly amount of money on computers over 20+ years personally and on behalf of companies, only a small amount of them were Apples. I would not be using a MBA and OSX as my primary work computer if I didn't firmly believe it is the best system out there today.

  • by MDN64,

    MDN64 MDN64 Jan 8, 2014 4:36 AM in response to Wes Sonnenreich
    Level 1 (0 points)
    Jan 8, 2014 4:36 AM in response to Wes Sonnenreich

    I agree it's the best system but it's unreliable.

     

    My MBA let go during a presentation to a board of directors bidding for a £200k project whilst operated remotely. It refused to come back to life - which also happened when I took it in to be repaired - so we adjourned for lunch. I was fortunate as it woke up afterwards but by that time they'd all had a good laugh over how many of their laptops they could buy for one of mine.

     

    I've never had an issue like this with any other computer. Sure I've had crashes with Windows PCs but I have a 12 year old laptop that still works, it's just too slow for modern software.

     

    Apple initially refused to acknowledge there is a problem, do not understand the problem, have no resolution in sight or a timeline to resolve it. Apple have not informed current customers of the way in which they will deal with repair or replacement if they do find a solution.

     

    I advise anyone new to this thread to get a refund, get something else or wait until Apple fix it but it could take years.

  • by ioarvan,

    ioarvan ioarvan Jan 8, 2014 5:25 AM in response to yoganinja
    Level 1 (0 points)
    Jan 8, 2014 5:25 AM in response to yoganinja

    UPDATE

     

    I talked on the phone with the technician (official priemium reseller of Apple) that is going to check my MBA. I explained the problem to him and he was aware of it. He had already faced the same situation with another MBA, where he replaced almost everything (logic board, ssd, screen, battery) and the problem was still there. He had also replaced this MBA with a new one and again the problem was there.

    He told me that his supervisor instructed him not to make any changes on MBAs with the specific problem. They took their commands from Europe's technical center of Apple. Apple is officially working (according to them) on a hotfix that will be released soon.

    I've also informed him regarding the new Boot ROM Version ( MBA61.0099.B07) but he couldn't find it in their technical internal server.

    He offered me to run their diagnostics routine on my MBA, in order to create a unique registered diagnostics result in Apple's service server. This is all that he could do.

     

    Tomorrow I'm going to take it back from service. I have to decide if I will keep it or just take the refund.

    It is a really great machine, but I'm a bit furstrated.

  • by Dr5baitso,

    Dr5baitso Dr5baitso Jan 8, 2014 5:39 AM in response to ioarvan
    Level 1 (0 points)
    Jan 8, 2014 5:39 AM in response to ioarvan

    I was going to wait, but since the reseller failed to get back to me regarding an extension of the warranty my patience took a bit of a hit. I returned it in favor of a MBPretina (which they forgot to order), which is still a small and light computer.

    I had issues with the wifi (which might be due to the time capsule, which I am also returning), as well as poor fitting of the parts that were exchanged during service and other minor problems/bugs, so it's nice with a fresh start.

    Having recently gotten a new work computer I must say that at the moment I have real trouble seeing myself with anything but a mac. The small anoyances of a mac are nothing compared with the trackpads, power connectors, low viewing-angle screens, fan noise, power bricks, etc, of the everyday PC.

  • by casamino,

    casamino casamino Jan 8, 2014 6:01 AM in response to Sarguin
    Level 1 (0 points)
    Jan 8, 2014 6:01 AM in response to Sarguin

    I just wanted to mention that I have a 2012 configure to order that I bought this October and I had the problem as soon as I opened it the first time. After I upgraded to mavericks it still existed but I can never make it happen on command. It only happens here and there after it sits asleep for a while. Has anyone else had the problem in this way? My BSOD looks and does the exact same thing but it's not on command. I posted this before but nobody responded. If there is fix I hope it works for my situation as well.

     

    i7 2.0ghz

    512 SSD

    8gb Ram

    13 inch screen

  • by Dr5baitso,

    Dr5baitso Dr5baitso Jan 8, 2014 6:07 AM in response to casamino
    Level 1 (0 points)
    Jan 8, 2014 6:07 AM in response to casamino

    I *think* mine did that too. I remember i crashing on occasion while I was working on it, or watching a movie. I presume it is a related issue, but didn't wait around to find out.

  • by MDN64,

    MDN64 MDN64 Jan 8, 2014 6:10 AM in response to casamino
    Level 1 (0 points)
    Jan 8, 2014 6:10 AM in response to casamino

    Hi Casmino

     

    I had the issue on a 2012 MBA but it only happened when it was in my bag going to or from the office and train and always recognised that it had recovered from a serious error, sending an error report to Apple - which is why I find it so strange that Apple took forever to admit it was happening. They had a pile of reports from just that one laptop.

     

    The 2013 MBA was fine to start with, then began to do the same by crashing in my bag. Then it began crashing whilst I was working on it, which deteriorated to crashing whilst looking at it.

     

    It is interesting that you cannot crash it on demand as Yoganinja has just been given a new one which seems harder to crash, so Apple seem to be busy masking rather than resolving the issue, i.e. running scared of a full blown product recall.

  • by kimgood,

    kimgood kimgood Jan 9, 2014 7:09 AM in response to yoganinja
    Level 1 (0 points)
    Jan 9, 2014 7:09 AM in response to yoganinja

    yoganinja, any news from the last posting?

    Your journey is getting more and more interesting, providing more hope and disappointment for the rest of us.

  • by Strawb268,

    Strawb268 Strawb268 Jan 9, 2014 8:19 AM in response to Wes Sonnenreich
    Level 4 (1,457 points)
    Jan 9, 2014 8:19 AM in response to Wes Sonnenreich

    I agree with you Wes that the problem does not render the MBA useless (a "paperweight" as MDN64 put it), but how problematic the issue is depends on its impact.

     

    As MDN64 described, it let him down in an important business context, for me it kept freezing when I was referring to documents on the screen during a court case and during important investigatory interviews.  As I simply could not afford to be let down in these situations, I changed to a retina MBP.

     

    It is likely that there are many for whom this is a modest inconvenience - for them, putting up with the problem until a fix is available is acceptable. I wish I had been in this camp since in all other respects, I really like the MBA.

  • by Doug1803,

    Doug1803 Doug1803 Jan 9, 2014 8:23 AM in response to Strawb268
    Level 1 (0 points)
    Jan 9, 2014 8:23 AM in response to Strawb268

    Guys,

     

    I have said it before but you can prevent your screen from freezing in the middle of important work by installing 'caffeine' (search for caffeine for mac).

     

    You can click the icon in the top toolbar when you want to activate it and then again to deactivate. Its simple.

     

    It is a sticking plaster but does stop you from missing out on all the other benefits of the MBA.

  • by Strawb268,

    Strawb268 Strawb268 Jan 9, 2014 8:29 AM in response to Doug1803
    Level 4 (1,457 points)
    Jan 9, 2014 8:29 AM in response to Doug1803

    Yes, this was suggested to me by Apple, but I was so pi**ed off with the issue by this time, I decided to go for a different Macbook instead.  Had it not been such a pain, I would probably have accepted this as a viable temporary solution.


    No regrets though - the rMBP is a spectacular piece of kit (although a bit pricier).

  • by spencer289,

    spencer289 spencer289 Jan 9, 2014 10:14 AM in response to Strawb268
    Level 1 (0 points)
    Jan 9, 2014 10:14 AM in response to Strawb268

    I posted a while ago on this.....for the last 2 months I have my MBA power management set to never sleep and have had zero problems since.  When I want it to sleep, I either close the screen or manaully select sleep.  Since I affirmatively put it to sleep, I do not have a problem trying to wake it too soon.  I have not had the other problems others have posted with random crashes while working or while sleeping.  My only problem was the crash initiated by hitting a key or swiping the trackpad within a second or so of the sleep cycle starting.  I have NOT upgraded to Mavericks and do not intend to.  I do not want to tempt fate and make it worse or incurr the issues with accidentally tapping the power button.

     

    I agree its  annoying and dissappointing.  If I had to do it all over again, I would get a 13 inch retina MBP, but its working for me for now. 

  • by yoganinja,

    yoganinja yoganinja Jan 9, 2014 2:33 PM in response to kimgood
    Level 1 (15 points)
    Jan 9, 2014 2:33 PM in response to kimgood

    Kimgood, I haven't had time to get back into the store to retest the "good" machines yet, or to show them my new bad machine. I'm trying to get in today. I'll post here when I visit next.

  • by kimgood,

    kimgood kimgood Jan 9, 2014 4:53 PM in response to spencer289
    Level 1 (0 points)
    Jan 9, 2014 4:53 PM in response to spencer289

    spencer289, you are still in the Mountain Lion, and you have this issue that we believed it was Maverick-specific?

  • by spencer289,

    spencer289 spencer289 Jan 9, 2014 6:00 PM in response to kimgood
    Level 1 (0 points)
    Jan 9, 2014 6:00 PM in response to kimgood

    Sorry if I was not more clear.  My only issue, so far, is the black screen of death if I try to wake the MBA within a second or so of it entering sleep.  If you look back in this discussion you will see this is an issue on Mountain Lion and Mavericks.  Since Mavericks did not solve the problem and may have caused more problems, I do not intend to upgrade.

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