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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

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Question marked as Top-ranking reply

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!

2,975 replies

Oct 28, 2013 8:09 PM in response to kyawlin

Wondered if there was any benefits adding my experience to the thread, but after leaving feedbacks to Apple following the links, guess might as well join the "taskforce" lol.


I bought my 13" rMBP 2.6/8/512 on Thursday (ordered online and picked up in US store), first night was fine. Friday came, and it froze twice, putting it to sleep with the power button did not help, it only responded to force shut down. Called Apple Care and was told they haven't heard of any incidence like this, suggested that I reset the PRAM and said they will record this, but if it happens again, bring it into the store.


Saturday while taking notes (with apple's note app, with only iMessage running in the background), it happened again, frustrated i closed the lid, and 5 minutes later reopened it only to see it working again, and actually recorded two letters i typed as my log in password. Same night, I decided to take it to the genius bar, they ran hardware test, couldn't find anything wrong. His supervisor suggsted faulty wiring and took it to the back, opened the back cover, came back and told me everything is perfectly connected. They suggested that i wait around in their store and show them the problem (they wanted to replicate the problem), so while waiting (40 minutes+), i opened a million apps, played youtube videos, MS word, safari and everything, and of course it doesn't freeze. They told me unless they can replicate the problem and see it happen, they cannot issue a replacement, and I go home a very sad camper.


Since then, I've been waiting for the freeze to happen, but 2 days now, it has not a single freeze, although there were two instances of disappear cursor, and one incidence of random music started to play while i was on amazon, and did not have my itunes open or anything (not to mention there isnt music files yet in my itunes)....maybe its just close to Halloween....


All 3 times the freeze happened, it was under different contexts, multitasking/only running one app, safari/chrom/firefox, (the disppearing cursor happened while watching Hulu).All softwares are up to date, and the battery was not warm at all (very light use when it happened), and once it was plugged in to power source and twice it wasn't. Also it was on different surfaces (hard / soft / lap). What was also strange is that once i was screen sharing with a friend over google plus, and while my keyboard and trackpad was unresponsive, he could still manipulate everything, which made me wonder if it is not only a software issue.


The console is saying the same message as everyone else mentioned.


Although I've owned three generation of iPhones, this is my first Mac. I think a lot of people are frustrated because it is an expensive purchase, and while we all understand that it takes time for issues to be worked out, the clock is ticking on the 14 day return policy. Therefore I would feel a lot more comfortable if a statement is issued by Apple to say they at least acknowledge the receipt of our complaint and is working on the problem. It's disheartening to hear so many say that when they called, apple isn't even aware of the problem.


Sorry for the long post, but at the end of the day it's sad to say but other than the freeze I personally really looove this machine and hope that I do not have to resort to returning it before the 14 day mark and going back to a PC.


PS: since it hasn't frozen for 2 days (With heavy use because I was trying to replicate the problem), I wonder if it is a hardware problem and when they opened the back and poked around they actually fixed it somehow? (i read somewhere in the forum before that older Macbooks had fauty copper wire sitting funny, causing similar freeze...) Just a thought.


EDIT: I don't know if this is good or bad news, but tonight my battery with 66% left still says 10 hours left. with 5 apps open and 50% brightness either this Haswell stuff is amazing or the battery display thing is also not working too hot.

Oct 28, 2013 8:12 PM in response to kyawlin

Well, you can add me to the list as well. New Retina MacBook Pro, 256GB SSD, 8GB RAM, not 3 hours old, and the trackpad and keyboard froze up once. I sat the machine down and got up for a few minutes, and by the time I got back it was frozen.


Asked the Apple Store and they told me they hadn't heard of the issue, and then the rep asked one of the geniuses. He also said they hadn't heard of it, but that it was probably a couple of isolated cases. They told me however that Apple will stand by their products 100% and if there's a problem they'll fix it, replace it, or do whatever it takes. I believe 'em, but I'll be keeping my computer, box, cords, and documents in mint condition for the next 14 days in case no fix is announced. Trust but verify.

Oct 28, 2013 8:20 PM in response to kyawlin

I am also having the same exact problem. Happened 3 times in the last week, once while doing a very important demo in front of potential customers. I've bought dozens of Macs before, and this is the first time I've had such a major **** up with an Apple product. Not good.


For reference, i've got a 2.6ghz 13'' stock, bought from the Montreal (canada) store.

Oct 28, 2013 8:20 PM in response to kyawlin

Me too on the same boat. I contacted Apple care and they are not aware of this issue, they asked me to reset into PRAM mode and wait for a day(hopefully ll recreate the issue) to collect the diagnostics. They have scheduled a call again tomorrow. This is my second macbook in 1 week. Please Apple fix it fast.

Oct 28, 2013 8:33 PM in response to kyawlin

Remember guys! Submit this to Apple, the more info Apple has from us, the faster they can resolve the issues!


If at all possible, please describe your issue in as much detil as possible when contacting Apple!

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

Lot's of reputable site are already contacting Apple as well, but it doesn't hurt for us to help out too!

It is crucial to keep having reports comming in to Apple as well as to this forum!

View results of issue specs (User submitted reports):

https://docs.google.com/forms/d/1QBSLV-bEuxyBUNtFmzDbTWl2Tu3EFU4IPNNvobhKdPA/vie wanalytics


Submit your issue to the comminity here:

https://docs.google.com/forms/d/1QBSLV-bEuxyBUNtFmzDbTWl2Tu3EFU4IPNNvobhKdPA/vie wform


And don't forget!

Report your issue to Apple directly!

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


Remember, the more active this thread is, the better chance we have to get noticed!

A BIG Thanks to everyone who is contributing here!

Oct 28, 2013 8:48 PM in response to kyawlin

Same here, same error as everyone else:


The USB device Apple Internal Keyboard / Trackpad (Port 5 of Hub at 0x14000000) may have caused a wake by issuing a remote wakeup (2)


I just bought the new 13" 8GB RAM MBPr, and this is my first Apple computer. I purchased Apple because I was told they were the computers that just work.... I'm hoping this gets resolved in a patch release soon...


That being said, I love everything else about this machine.

Oct 28, 2013 9:09 PM in response to kyawlin

Hi kyawlin,I noticed from this discussion that you are very responsive.so I decided to wrote you iam planning to buy a new 13 inch haswell retina MBP.so I go through the discussions and seems that it shows keyboard/trackpad issue for you nd some other folks.it seems that u the one with macbok air previous release and have the new macbook pro..have you ever noticed the same issue with your macbook air.this is just to confirm its a software or hardware related issue.


I have owned a iPad (first retina release) specifically "the new iPad"..discontinued model after six months..is my new purchase of macbook pro also gives me a regret feeling...please reply me.

Oct 28, 2013 9:21 PM in response to NithinT6

Same issue for me...


Oct 29 00:18:47 matts-MacBook-Pro kernel[0]: The USB device Apple Internal Keyboard / Trackpad (Port 5 of Hub at 0x14000000) may have caused a wake by issuing a remote wakeup (2)


Ironically I was with Apple support via chat and couldn't type back to the person as it happened during the chat. I did close the monitor which put it into sleep mode, and then after a few minutes, it responded again.

Oct 28, 2013 9:37 PM in response to oOPinkladyOo

Urgh. i was so happy two days straight it didnt happen again and i guess i celebrated too soon. putting it to sleep didnt help and i taped everything from my iphone.

although thankfully, after reading earlier posts from this thread, i downloaded mobile mouse app and im currently typing this using my iphone as keyboard/trackpad, and will save my work and shut down using this app too. i didnt have any other usb mouse to try but i suspect those probably work too.


so for those who are resorting to force shut down or putting it to sleep in order to avoid losing work progress, try installing this app (free for lite version) so u can save ur work at least then restart.

too bad it doesnt have spellcheck though lol.

New Retina Macbook pro 13 Haswell system hang/unresponsive

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