Q: MBA 13 Mid 2013 crash Black screen

I had planned to wait up to 4 weeks for Apple to release a fix, but having had more problems with the "sleep freeze to black screen" issue, I decided a visit to my local Apple Store was in order.

I booked a genius bar appointment and turned up with my MBA, receipt, box and accessories. I also produced a typed summary of the problem including my Case Number and the URL's of the facebook page and YouTube video of this issue. 

The genius knew about the problem and saw me produce the freeze twice by mimicking trying to wake the machine from sleep by putting it to sleep and then immediately double clicking the spacebar - it froze to black screen twice out of 3 attempts!  I then replicated it on 2x 11" and 1x 13" MBA's in the store (interestingly there was one 13" MBA I could not do it on, suggesting there may be some out there which do not have the problem).

He was immediately convinced of the problem and recognised that, as I do a lot of reading off the screen, I will need to wake it regularly. He also accepted that disabling sleep was not appropriate due to its impact on battery life.  Went to see the manager who authorised a refund/exchange, despite it being 9 weeks since I originally bought an MBA (and had already exchanged it once due to same problem after a fortnight of ownership). 

As I need a portable Mac (to integrate with my iMac and iPhone), I opted to use the money towards a new 13" retina MBP. They even refunded me for my 11" MBA case (which was bought to go with the MBA and was no longer any use).

Though I have had to spend more money, I could not be happier with the outcome and cannot fault the way I have been treated by my local Apple Store.

yoganinja wrote:

 

 

I got a call from a manager a couple hours later who told me about a firmware update they would like to install at the store, and if it did not work, they would replace my machine. We'll see what happens Sunday...

You probably already know this, but the firmware updates are listed on the support site. You can find the versions using Apple-menu-> About this Mac-> More Info... -> System Report -> Hardware.

For a mid-2013 13" MBA, the latest boot ROM version is MBA61.0099.B04 (EFI 2.7) October 10, 2013 at http://support.apple.com/kb/DL1689 and the latest SMC version is 2.13f7 (SMC 1.9) released October 1, 2013 at http://support.apple.com/kb/DL1627.

The EFI updates apply only to the mid-2013 11" and 13" models. The EFI updates apply to a situation involving Boot Camp Assistant. Nothing in this thread mentions Boot Camp Assistant and I don't use it and have experienced the failures.

The SMC updates apply to all mid-2012 and mid-2013 11" and 13" models. The SMC update notes mention situations where the battery unexpectedly stops functioning, the system does not recognize the battery, or the system hanges when the battery charge reaches less than one percent. Unless there's a "battery unexpectedly stops functioning" event that none of us have observed during a failure, that doesn't apply either.

Anyway, I have all of the latest firmware and Apply has already replaced my logic board and I still have the symptoms. My logic board was replaced in early November. I had the firmware fully updated beforehand, and everything was up to date when it was returned to me. No apparent difference between the original behavior and after the failed repair.

I remain hopeful that a firmware update will fix the problem, but have no hope that the current firmware updates will help. Good luck with your appointment.

Wes Sonnenreich wrote:

 

Well, I did try to put a post here that a) explained I was having a similar issue and b) showed how I responded. However the moderators removed it, as it had either a "suggestion or feature request". I think what I posted was actually relavant to the community so I will try a variant of what I posted before...

 

Wes,

One other detail from your polite and constructive email could be of use to others seeking technical resolution:

Wes Sonnenreich wrote:

 

that the issue could be consistently reproduced - not just on their machine but on any machine in the store. However neither Customer Care nor the Genius bar were able to respond in any way other than to go through their script of wiping the OS, wiping the HD, etc. Several have had expensive components replaced to no avail. In fact, some customers said that they were explicitly told they were using their computer incorrectly, even though the issue is triggered by typing normally!

From this, we know that the standard technical solutions available to front line support don't work, so wiping the OS and wiping the HD is not a necessary step for any known solution, and we know that replacing hardware components is not a step for any known solution.

I'd also like to add a technical support question to this thread: According to a few reports here, Apple support personel have said that customers were using their computer incorrectly. Does anyone here have a link to documentation from Apple that indicates the correct/incorrect key combinations that could lead to a system freeze?

Yes, I also have the latest published updates. I'm hoping they have something unpublished. :-/

I just want to give them every chance. If it doesn't help, I'll leave with a new machine...and a new warranty period. I just hope I don't end up with one of the machines that randomly BSOD's...

I have a new computer in the mail.

yoganinja wrote:

 

I got a call from a manager a couple hours later who told me about a firmware update they would like to install at the store, and if it did not work, they would replace my machine. We'll see what happens Sunday...

Sunday:

yoganinja wrote:

 

I have a new computer in the mail.

..meaning: no firmware/OS fix in sight yet.

Please let us know whether you are able to reproduce the issue on brand new hardware... if it turns out to be a hardware thing that has been fixed then I will be heading to the apple store myself!

Also, did you have to turn in your computer or will they be doing a swap once the new one arrives? Would be good to understand how apple is handling this issue.

Thanks!

Correct. There is currently no firmware to fix this. Some machines do not have the problem, so it is a hardware issue. Software may be able to prevent it someday, but for now, it is the luck of the draw to get a good one or a bad one. I'm hoping I draw a good one next.

I'll keep you posted on this, Wes.

Since I happen to have a "high-end" machine that I bought refurbished, they did not have anything on the shelves to with which to trade mine out. They tried to find an identical refurbished machine at Apple to do the swap. When I asked what was coming, they couldn't (wouldn't?) tell me if it is new or refurbished. In their jumble of words, it sounded like Apple is building a new one...possibly...to match my specs. I'm hoping for new since a refurbished is likely one that somebody else returned for this very problem.

I still have my machine until the new one arrives in a week or two. I'll bring my machine to the store for the swap at that time.

Strawb268 wrote:

 

I had planned to wait up to 4 weeks for Apple to release a fix, but having had more problems with the "sleep freeze to black screen" issue, I decided a visit to my local Apple Store was in order.

 

I, too, had decided to wait for an update, provided the store could give me a fix date, after which I could return the computer if no update hade been issued that solved the problem. My only demand was that the warranty would be extended to two years from the date of issue for the fix (in essence, mimmicing a return of the computer, and a repurchase once the computer was repaired, but without me having to migrate and without them having to deal with the return). I was told that that would be up to the regional manager, and that he would contact me.

He never did, and having thought about it over the holidays I decided to exchange the computer for a 13" retina - a larger, heavier and more expensive computer, with lower battery life, but better CPU and much nicer screen. I'd prefer if they didn't have my money, but at the same time I prefer this retailer over the alternatives. I am also unfortunately invested in apple software so a switch would be difficult and expensive.

In the future I'll make sure my backups are not proprietary to make a swith to windows or Linux easier.

It's early days for me with the 13" rMBP but so far I have been impressed.  Yes it cost more and is larger and heavier, although I am comparing it with the 11" MBA - if I had previously had a 13" MBA, I suspect the difference in size and weight would not be that noticeable.  The battery life (so far) seems about the same as the MBA 11" though rather less than the 13" one.  However, my priority is for a battery that will take me through a full working day on a single charge and the rMBP seems to manage that.  As you say, the retina screen is very nice indeed.

Hope the new kit gives you years of trouble free computing!

I hope your MBP experience is better than mine just was.

I'm starting to worry about buying in to Apple at all following the demise of the logic board on my 18 month old MBP 17". Luckily it was a business machine so had the extended 3 year warranty.

Having just had to get a refund for the MBA, my concern is that Apple is just a marketing exercise for shoddy products.

http://youtu.be/1hwg_THYcmo   to show the symptom....

ive been experiencing the same problem as everyone else and took it into an apple sturore on saturday and they said they where going to repalce the logic board. its been 3 to 5 days know and they haven't range me. despite ringing the store the automated machine just hangs up my call, so going to pop into the apple store tommorow.

A few posters have described having the logic board replaced but the problem persisted.

Hopefully you will be more fortunate than this.