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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!

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2,975 replies

GrayWolf

Level 1

4 points

Oct 25, 2013 7:34 PM in response to kyawlin

just had this happen to me, I've only been using my new MacBook for ~2 hours

hopefully this is something they can fix with a software update

David 14

Level 1

35 points

Oct 25, 2013 7:39 PM in response to GrayWolf

Yes, this is most likely a mavericks problem and will most likely be fixed.

mtg2218

Level 1

0 points

Oct 25, 2013 7:39 PM in response to kyawlin

any progress guys?

what software does everyone run out of interest?

i use

google chrome

photoshop cc

last pass

anyone else?

GrayWolf

Level 1

4 points

Oct 25, 2013 7:45 PM in response to David 14

it might be Mavericks but I used Mavericks on a MacBook Air for 3 days and never had this issue while it happened after only 2 hours on a brand new MacBook Pro

mtg2218

Level 1

0 points

Oct 25, 2013 7:47 PM in response to GrayWolf

air is different hardware to the pro tho.

kyawlin Author

Level 1

20 points

Oct 25, 2013 7:47 PM in response to kyawlin

HI All,

I myself have Mavericks installed on Macbook air and works fine excpet Macbook pro retina 13 haswell. Closing the LId and wake up again works when mac freezed up but the keyboard and the trackpad do not respond forcing it to restart with power button.

Cheers

ksint

Level 1

0 points

Oct 25, 2013 8:35 PM in response to kyawlin

I bought the 13" retina yesterday but I had three random freezes yesterday and today. It froze once when surfing in Safari, another during a Youtube video, and the third when doing some coding in R. When it froze during the video, the video continued to play but the keyboard and trackpad did not work at all. I also tried plugging in a USB keyboard and mouse with no success. Strange thing is that during the video, it continued playing, just no response from the macbook keyboard, trackpad, or USB keyboard or mouse. When I press the power button, the machine goes to sleep and wake but still without response from keyboard or trackpad or USB keyboard or mouse. The only way is to press the power button to force it off.

In the kernel log in System Information, it repeatedly says "2013-10-25 15:48:40 -0400 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)" for about 10-15 times for each of the three times. Is this a software issue? Other than this frustrating issue, the machine is perfect.

Kyaw (Joe)

kyawlin Author

Level 1

20 points

Oct 25, 2013 9:04 PM in response to ksint

Hi ksint,

I myself had the same issue as you a few miniutes ago. I suspect the OSX code has some compatibilty issues with the keyboard or the trackpad. My kernal log in system info shows the same code as yours. I have a strong feeling that this is a software issue rather than hardware. And yes ,the machine is perfectly fine! Update me if you got new issues also!

Cheers ksint

Joe

ksint

Level 1

0 points

Oct 25, 2013 9:20 PM in response to kyawlin

You have the same first name as me! It's not very common outside of Burma.

During one of the freezes, if I hold the power button long enough, the restart, sleep, shutdown dialog shows up but I can't select any of them. Not sure what is wrong. I talked with Apple chat and scheduled an appointment tomorrow and hopefully they can find a fix or exchange it with another that doesn't have the problem.

mtg2218

Level 1

0 points

Oct 25, 2013 9:39 PM in response to ksint

i allready tried that. swapped with another brand new one and same issues

kyawlin Author

Level 1

20 points

Oct 25, 2013 9:47 PM in response to ksint

HI ksint

Glad that u have same name with me ! congrats for that! Changing or replacing mac from genius won;t help since it is an OS X problem. yes the selection for sleep restart or shutdown option does not exist anymore in OSX when pressing the power button. I hope it is a software issue.

kyawlin Author

Level 1

20 points

Oct 25, 2013 9:49 PM in response to mtg2218

Hi mtg2218,

I was aware of that. Replacing won;t help since it is an Mac OSX problem. i recommend you wait patiently for the next update. I am in contact with one of the senior adv at apple and they are looking into it.

Cheers

ksint

Level 1

0 points

Oct 25, 2013 10:00 PM in response to kyawlin

Is this happening only on the 13"? I originally bought the 15" but exchanged it for a 13". When I had the 15", I did not have this problem. I'm wondering if I should get the 15".

Oct 25, 2013 10:04 PM in response to kyawlin

Yep, I'm having the same issue as well. 13" Haswell Macbook Pro Retina. 8 gb RAM, 256 gb HD.

Received the laptop today and this issue happened to me twice already. Hope this is a software issue that will be remedied by some update.

kyawlin Author

Level 1

20 points

Oct 25, 2013 10:09 PM in response to ksint

i got a macbook pro 13 retina haswell. I am not sure about the 15 in retina haswell. However, it should somehow work the same but no users has report the incident yet. Give this a try watch youtube and open office or work on something and use terminal type some code. That is how it happened to me. I think it happened when we multitask. IF it freezes you could sleep and wake up perfectly the video will continue to play but the keyboard and the trackpad will not. No response.

btw i am from burma also, my full name is Kyaw Lin Htoo! haha im currently in Australia.

New Retina Macbook pro 13 Haswell system hang/unresponsive