Why doesn't Apple look into MacBook freezing after waking up problem

Question

Level 1

23 points

Why doesn't Apple look into MacBook freezing after waking up problem

Really, Apple should be ashamed of itself for abandoning users with this problem. I have replaced my battery, replaced my hard disk, done an archive and install, and done all kinds of reset. And still my MacBook freezes after waking. It's extremely disruptive to my work because every few times that I open the lid, the MacBook wakes up and freezes and I have to power down. I have run all kinds of tests on it and none have found a problem.

There are literally hundred of threads on these forums complaining about this problem and not one of them actually has a solved status. You would think Apple would have it's engineers look into this.

MacBook, Mac OS X (10.5.8)

Posted on Jan 31, 2011 6:03 PM

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Answer 1

varjak paw

Level 10

182,686 points

Feb 1, 2011 8:01 AM in response to nbfazel65

How do you know that they haven't? Have you called Apple tech support or visited an Apple Store to discuss the problem? Apple doesn't provide technical support in these forums, so they may have a solution but you would not hear about it if you only read posts here unless a fellow user would happen to know, and without stating specifically what model of MacBook you have, you're not likely to get any useful suggestions from anyone here. There are some fixes for some issues of freezing/crashing, though whether any would apply to your situation i can't say,

Regards.

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Answer 2

nbfazel65 Author

Level 1

23 points

Feb 1, 2011 8:34 AM in response to varjak paw

Thanks Dave. While I had AppleCare, I made many calls to them to discuss the wake & freeze problem. They suggested many solutions and I tried all of them and none worked. (For example, I changed the power settings, removed certain files, replaced the battery, did archive and install, etc.) They even sent me an application to run and gather detailed information on my computer; I sent them the results and they couldn't find the reason for the wake & freeze. I have taken the computer to Apple stores many times and tried whatever suggestions they had. Recently, it froze right in front of an Apple Genius and he suggested I replace the hard disk, which I did, and still the problem persists. I have the feeling that Apple has put me through a lot trouble without really understanding what's going on. It's a shame.

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Answer 3

varjak paw

Level 10

182,686 points

Feb 1, 2011 8:56 AM in response to nbfazel65

I presume you applied any available firmware updates? There was a firmware update some time back which addressed some issues of freezing, though it might not help, or have helped, in your situation.

Freezing coming out of sleep is, in my opinion, unlikely to be a problem with the hard drive, though it's not impossible. Since replacing the drive hasn't helped, a problem with the logic board seems indicated. Problems that happen only to a relatively few systems (and even if there are "hundreds of threads" here about the problem, that's still only a very small fraction of all MacBooks sold) can often be very difficult to diagnose, and for such small numbers the standard repair procedures normally handle it.

If this problem appeared prior to the warranty on your MacBook expiring and Apple was unable to solve the problem, you would have grounds to take this up with Apple Customer Relations and ask for some sort of resolution, perhaps a replacement of the system. You can call the Apple tech support number and ask to speak with a CR representative and explain the situation to them. If, however, the problem appeared only after the system was out of warranty, then there's probably nothing a CR rep could do for you.

It's a long shot, but you could try upgrading your system to Snow Leopard. It's just dimly possible that the newer drivers might work around the problem. No guarantees, but it's a relatively inexpensive thing to try.

Regards.

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Answer 4

nbfazel65 Author

Level 1

23 points

Feb 1, 2011 9:26 AM in response to varjak paw

Hi Dave,

I regularly apply the updates using "Software Updates..." under the Apple menu. (I've enabled automatic updates but also check it manually.) I'm assuming this should take care of all necessary updates. The problem occurred before the extended warranty (3 years) expired. In fact, I had the hard disk replaced under that warranty. For the battery replacement I paid myself, because it already had a lot of cycles (though the condition was Good).

I suppose I could ask for a resolution and perhaps a replacement at some point. BTW, the wake & freeze issue existed when I was running Tiger and I had high hopes that updating to Leopard would fix it but that didn't happen. So I doubt an upgrade to Snow Leopard would make a difference. The problem could be with the logic board; but is there a diagnostic test for it?

To quote Woody Allen in Annie Hall, the only thing I haven't done is a pilgrimage to the Lourdes 🙂

Thanks,
Neil

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Answer 5

varjak paw

Level 10

182,686 points

Feb 1, 2011 9:38 AM in response to nbfazel65

Whether any diagnostic test could pin down an erratic problem I don't know. It's possible, but there's a limit to what any software-based test can find. I would think that if a diagnostic could spot the problem, the Apple tech would have found it already.

Since your expedition to address this problem started when your system was still covered by AppleCare and the solutions proposed by the Apple tech didn't solve the problem, then you at least have a leg to stand on when discussing the issue with Apple Customer Relations. It's worth a try, anyway. Otherwise, unless you want to pay for parts, some expensive, it's probably your only recourse.

Regards.

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