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kyawlin Author

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

Top-ranking 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!

View in context

2,975 replies

Oct 29, 2013 5:45 AM in response to kyawlin

A question for people that make a clean reset: what is the new build number?? Thanks

tomwynne

Level 1

10 points

Oct 29, 2013 5:54 AM in response to fmz28

Tweeted. Hope everyone else does as well. I fear we're still failing to get anyone's attention here. 😟

Oct 29, 2013 6:01 AM in response to kyawlin

I read at least 2 people saying reinstalling Mavericks solves the whole thing. Can anyone having these issues test this fix? Maybe a corrupt Mavericks version installed on those rMBP?

Oct 29, 2013 6:03 AM in response to jjalemany

Yeah...I really want to know the new build number of max that do a clean reset

Oct 29, 2013 6:16 AM in response to kyawlin

Just spoke with support a little bit ago. Their suggestion was reinstall the OS. Trying this tonight.

Oct 29, 2013 6:20 AM in response to kyawlin

Here is the System Information of my Apple Internal Keyboard / Trackpad

Apple Internal Keyboard / Trackpad:

Product ID: 0x025a

Vendor ID: 0x05ac (Apple Inc.)

Version: 2.24

Speed: Up to 12 Mb/sec

Manufacturer: Apple Inc.

Location ID: 0x14500000 / 3

Current Available (mA): 500

Current Required (mA): 40

My MBP is the mid-range 8GB/256GB model.

Just wondering if there's anybody out there with the same model MBP whom hasn't experienced the keyboard/trackpad

issue, that could compare these details. Maybe a difference in ID's/Versions etc?

Oct 29, 2013 6:21 AM in response to binbashdevnull

binbashdevnull, this is a great response, but one thing is missing (for me). When you say...

binbashdevnull wrote:

Error happens:

Regardless of RAM (4/8/16GB)

Regardless of CPU (2.4/2.6/2.8 i5/i7)

Regardless of weather you purchased it online or in store

SSD Size (128/256/512GB and 1TB)

what is missing for me in this list is whether the issue affects 15" models. I was really hoping for a fifth bullet point here that said "build size" or "screen size" or something, so that I would know it affects both Haswell 13" AND 15". But looking at this bulleted list, without that 5th point, I don't know what to think.

Can you please explain what the findings show vis-a-vis 15" Haswell models?

Thanks!

Oct 29, 2013 6:26 AM in response to giantgreen6

I have a 2012 15" Retina and my wife a 2012 Classic 15". Both have been updated to Mavericks but neither has any freezing problem. My new 13" MacBook Pro does. However the 13" has a different build of Mavericks than the other two. So, maybe this is part of the problem?

Oct 29, 2013 6:27 AM in response to kyawlin

I just called Apple support and they are not aware of this issue...they just told me to bring it in for an exchange 😟or get it repaired. So please keep calling and filing bugs online, or they will never know/care.

fmz28

Level 1

0 points

Oct 29, 2013 6:36 AM in response to iamakimmer

-> tell them to google, or provide them the link to here.

Saying "we don't know" is an easy start for support (often they are told what to say / not to say about a particular problem) - don't let them get away with it.

I find it suspicious that they won't ask for a log file...

I will certainly NOT resinstall the OS. I bought a new computer that I will send back if they cannot fix it.

It is already a bit late for Apple to acknowledge the problem.

Keep tweeting: #trackpadgate and add your favourite MacSites, Journals and @tim_cook.

p.straf

Level 1

0 points

Oct 29, 2013 6:43 AM in response to fmz28

I send Tim Cook the link for this discussion! I think everybody should do it...

Oct 29, 2013 6:47 AM in response to Paul Sparaco1

Paul Sparaco1 wrote:

I have a 2012 15" Retina and my wife a 2012 Classic 15". Both have been updated to Mavericks but neither has any freezing problem. My new 13" MacBook Pro does. However the 13" has a different build of Mavericks than the other two. So, maybe this is part of the problem?

What are the build numbers?

Oct 29, 2013 6:49 AM in response to Eric Tiffany

13A603 for the two 15 inchers 13A2093 for the new 13" MacBook pro

Oct 29, 2013 6:51 AM in response to kyawlin

Seems like if you leave something in your USB like an iPhone it prevents the problem for now:

Oct 29 09:33:06 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)

Oct 29 09:33:53 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)

Oct 29 09:34:00 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)

--plugged in iPhone for 10 min, no more messages, and immediately after taking it out:

Oct 29 09:46:57 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)

Oct 29 09:47:06 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)

Oct 29 09:49:02 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)

Oct 29, 2013 7:01 AM in response to Paul Sparaco1

Paul Sparaco1 wrote:

13A603 for the two 15 inchers 13A2093 for the new 13" MacBook pro

Interesting. Have you (or other people) applied the update I just found by googling the 13A2093 build number: MacBook Pro (Retina, 13-inch, Late 2013) Software Update 1.0 ?

I wonder what your build number would be after that. And whether this addresses the freezing problem.

New Retina Macbook pro 13 Haswell system hang/unresponsive