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Level 1

20 points

New Retina Macbook pro 13 Haswell system hang/unresponsive

Hello Everyone.

I have just got my new macbook pro retina 13 Haswell (October Model). This is my second day of usage and i have encountered sudden system freeze for 2 times already. The keyboard and the trackpad stops working including brigtness keys and volume control keys. i have use apple hardware test but no problem are found.

Could anyone tell me what is going on or having the same issue?

MacBook Pro with Retina display, OS X Mavericks (10.9)

Posted on Oct 25, 2013 5:56 AM

Best reply

haochuanfromhkg

Level 1

5 points

Posted on Oct 25, 2013 7:11 AM

I have met the same problem too!

Mine is also the new macbook pro Haswell.

I have been using my macbook for 2 days.

And I have encountered sudden freeze for 4 times!

The keyboard and the trackpad are unresponsive.

But actually the system is working and the apps are working.

And the power button can actually work.

So every time I met this problem,I long press the power button and make it restart.

And then everything is okay.

Somtimes ,if you wait for 10~15 min, the keyboard and the trackpad will start working again.

When the second time I met this problem, I decided to go to the apple store for help.

But after several mins, it works again.

It is very annoying that the system suddenly freeze when you are busy working on the documents.

And it causes damage that you force to shut down the macbook.

I think it is a software problem?

Hope Apple can release some updates to solve this problem soon!

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2,975 replies

kyawlin Author

Level 1

20 points

Oct 25, 2013 5:31 PM in response to kyawlin

please click here for your feedback!

https://www.apple.com/feedback/macbookpro.html

Oct 25, 2013 5:40 PM in response to kyawlin

Hello everyone,

I'm having the same issue here. It's already happend three times 😟 . I hope Apple resolves this issue soon. I have already sent my feedback to them, and I included the link to this discussion. I hope we all take a minute to submit our feedback so Apple can resolve this quickly.

Thank you, kyawlin, for giving us the URL for sending them feedback.

kyawlin Author

Level 1

20 points

Oct 25, 2013 5:42 PM in response to kyawlin

THANK YOU! i hope its a fix with a software also. I am angry that there is a problem on the first prodcut they release. I do not think they even test the hardare/software compatibiility on the macbook pro retina with OSX. I would not be returing it yet but waiting. Yes please do include the link of the discussion. I have included the link also. Calling Apple support also helps lots!

For the mean time Please rember to save all of your work when doing on the laptop!!!

THANK YOU ALL!

Oct 25, 2013 6:10 PM in response to kyawlin

I have called Apple Care a and left feedback. Disappointed...

Hope they push out fix soon or I will return!!!

kyawlin Author

Level 1

20 points

Oct 25, 2013 6:19 PM in response to kyawlin

HI All News UPDATE!

Apple care left a feedback on their enginner/software team and they escalted me to talk to a specilast where he be incontact with me regarding the case. Hope to see a resolve soon!.

I have contacted Apple care and what they suggest is below.

No.1 Reset SMC Hardware test

no.2 RUN Apple Hardare Test

no.3 verify/repair disk (using disk utility)

no.4 Final- Reinstall Clean OSX

No.5 Wait for an release update software.

Cheers!

Let me know if any update comes up!

Oct 25, 2013 6:46 PM in response to kyawlin

thanks for all your input. i am an apple noob. any quick place to teach me how to do those steps, or is Google my best friend?

I have had the freeze one time. Thought it was a fluke (kinda used to it as a long time Windows user).

on a side note, when you guys enter the app store, does it tell you you can download OS X 10.9? When i click on it, it tells me my computer is not compatable? are we running a prerelease software version or is that just how the app store works? i would have assumed it would come up as being installed rather than being available for download.

I will also leave a feedback post for apple.

Sorry for a long post.

Oct 25, 2013 6:54 PM in response to jpreichart

I also see OSX 10.9 as an available download in App Store. Not tried clicking on it but did find it strange being there.

Oct 25, 2013 7:07 PM in response to AtterKing

You folks see OSX 10.9 because it's there for you to re-download if you need to .... your new Mac's came with 10.9 installed don't worry.

Oct 25, 2013 7:10 PM in response to kyawlin

Out of curiosity did anyone turn on "Tap to Click" in the trackpad settings ?

I did right away ..... I turned it Off today after the most recent crash and so far have not crashed again.

Just mentioning it in case anyone else turned it on.

Oct 25, 2013 7:15 PM in response to DaveSebring

I did turn "Tap to Click" on for a short while, turned it off again as I prefered the click option. My freeze happened many hours after this.

kyawlin Author

Level 1

20 points

Oct 25, 2013 7:15 PM in response to jpreichart

HI mate,

these are the compatible macs for OSX

iMac (mid-2007 or newer)
MacBook (late 2008 aluminium, or early 2009 or newer)
MacBook Pro (mid-/late 2007 or newer)
Xserve (early 2009)
MacBook Air (late 2008 or newer)
Mac mini (early 2009 or newer)
Mac Pro (early 2008 or newer)

Retina models with haswell come preinstalled with new osx.

kyawlin Author

Level 1

20 points

Oct 25, 2013 7:19 PM in response to AtterKing

Hi atterking,

I have turend it on "Tap to click" option. I do not think that would cause the system to freeze. I have not had any freezed yet for 14 hours. I will keep you guys updated if my mac crash again. Please give feedback to apple.

The more everyone give feedback, the quicker the update will be i suppose.

Feedback to apple linked below.!

https://www.apple.com/feedback/macbookpro.html

Cheers.

Oct 25, 2013 7:19 PM in response to AtterKing

Thanks! It just really seems to be Trackpad related as the rest of the OS is still running, you can put it to sleep and wake it up fine.

Just some sort of loop happens with the trackpad when it gets multiple inputs or something.

kyawlin Author

Level 1

20 points

Oct 25, 2013 7:23 PM in response to DaveSebring

HI DAveSebring,

That could be the case also. I do acknowledge that putting to sleep and waking up again is fine. except the trackpad +keyboard does not respond any command.

vsit

Level 1

0 points

Oct 25, 2013 7:28 PM in response to kyawlin

Hi all

This is my first Mac and i got this problem too! My temp solution is to close the lid for 10-20secs and reopen it.

Called Apple Care and went through a routine reset and check up..hopefully Apple will relase updates soon.

New Retina Macbook pro 13 Haswell system hang/unresponsive