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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

kyawlin Author

Level 1

20 points

Oct 25, 2013 10:11 PM in response to shoogazer

Hi shoogazer

you have the same specs as me. Please give apple feedback via link below. please take a min to check it. If many people can give feedback about this issue, Apple will defently solve this issue asap.

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

CHeers

Sigs1084

Level 1

1 points

Oct 25, 2013 10:17 PM in response to kyawlin

I purchased a new Macbook Retina 13 inch on Thursday, October 24, and the trackpad and keyboard freezes up. The first time it happened, it lasted for 5 or so minutes, and then it started working again. I called AppleCare and they recommended I return the Macbook. I did so the next day, and now the new one is having the same issue. The second time this issue happened, I needed to restart the computer to get everything working again. I think I was on Safari each of the times it happened.

Oct 25, 2013 10:22 PM in response to kyawlin

Thanks kyawlin. Submitted some feedback just now. Hopefully this problem is addressed ASAP.

kyawlin Author

Level 1

20 points

Oct 25, 2013 10:26 PM in response to Sigs1084

hi sigs,

I understand your fustration. In the meantime, what we can do it wait. =[ . it happens often when you browse safari and watch youtube and do other tasks. Do save your work reguarly.

If you don;t mind, please give apple feedback about this so we can speed up our fix.!

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

Cheers

kyawlin Author

Level 1

20 points

Oct 25, 2013 10:26 PM in response to shoogazer

Your are most welcome! thank you!

ksint

Level 1

0 points

Oct 25, 2013 10:37 PM in response to kyawlin

Sigh, I just had the fourth freeze. This is frustrating.

kyawlin Author

Level 1

20 points

Oct 25, 2013 10:49 PM in response to ksint

May i know which apps were running before it freezed?

ksint

Level 1

0 points

Oct 25, 2013 10:58 PM in response to kyawlin

Time this, Safari and in the background copying files from USB hard drive in Finder. I am going to see the Genius bar this noon. Good night. I will go to the Apple Store tomorrow.

kyawlin Author

Level 1

20 points

Oct 25, 2013 11:01 PM in response to ksint

Thank you for the info. Good night! just a note. IF you go to the genius bar, they would just replace you a new one. Which the issue still exist. Best of luck, Please let me know how it goes.

CHeers

Oct 25, 2013 11:08 PM in response to kyawlin

I experience the same problem as the rest of you: keyboard and trackboard has become unresponsive twice, and I had to force restart with the power button.

13' MacBook Pro, 256GB/8GB ram.

I get a few of these error messages in my console:

25/10/13 20:03:08,000 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)

kyawlin Author

Level 1

20 points

Oct 25, 2013 11:11 PM in response to AlbertsBlackboard

Hi AlbertsBB,

I myself has the same specs as you. Many people who commented in the forum has encountered this issue. In the meantime all we can give is feedback so they can release a software update.

If you don;t mind, please give apple feedback about this so we can speed up our fix.!

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

Cheers!

Oct 25, 2013 11:12 PM in response to kyawlin

Just wanted to mention that I am experiencing the same problem with my new 13 inch Haswell Macbook Pro. I have also left feedback and I am hoping that Apple will be able to resolve the issue shortly.

kyawlin Author

Level 1

20 points

Oct 25, 2013 11:14 PM in response to ChaotiKhan

HI chao,

Thank you for the feedback.! IT should soon be solved! In the mean time save your work reguarly.

Cheers

Oct 25, 2013 11:17 PM in response to kyawlin

Feedback left at https://www.apple.com/feedback/macbook.html - I'm hoping they can find out if it is hardware or software related so we know if we have to return the laptops.

kyawlin Author

Level 1

20 points

Oct 25, 2013 11:22 PM in response to AlbertsBlackboard

HI Albert,

That is a good question. Indeed, i have ran a Apple Hardware Test and a reset on SMC controller. I have not found any hardware faults. In the mean time i assue, it is an Hardware to software compatibility issue. Since my macbook air 2012 model with OS X installed does not have this freeze issue. IF you would like to ran the tests i have linked them below.

Apple Hardware Test- http://support.apple.com/kb/ht1509

SMC reset- http://support.apple.com/kb/HT3964

Pls leave "this help me" or "THis solve my questions" 🙂 IT helps me lots!

CHEERS!

New Retina Macbook pro 13 Haswell system hang/unresponsive