Q: New Retina Macbook pro 13 Haswell system hang/unresponsive

Just for the record we haven't plugged in any USB devices and I even turned Bluetooth off for power saving.

Jagst3r21 wrote:

 

That is all too true, I find the Apple techs at the stores to be really dumb, but I work with IT so then again maybe I just know more. From my experience this is a software issue, but it is hard to figure out why the Apple employees are claiming it is a hardware issue - perhaps they just don't know what they are talking about and option #1 is just "Oh yeah, just get another one."

I think in the past they often had been right. If you bought an early 2013 rMBP (no Mavericks) and went to the store and said "sometimes keyboard and touchpad freeze, but the computer does not crash", the only good answer you could have gotten would have been "please return it, the hardware must be broken". Because that's what it sounds like.

That in this new case with the 13" rMBP it is (most likely) different, someone can only know when he/she has quite a lot of facts. Such facts as a) all devices seem to be affected b) plugging in an USB device stops the problem c) the kernel reports wakup calls in the log

and so on.

Without all these informations and with the experience of some years in customer support, the first reaction will be "that hardware must be broken, give it back". The reaction to the second one will be "oh, another one. broken hardware, please return it." And when the third comes along, the guy thinks "wow, now this time we have a serious problem in the assembly." But it will take long until he/she might start to consider that it might be a little too many devices for a simple hardware assembly problem.

Finding everything Oli says coherent and comforting. And that is speaking as someone who did buy their 13" to work on a novel! Thank goodness for my humble mouse.

My new rMBP has the same configuration: i7 2.8 Ghz - 512 GB - 16 GB ram.

I received this rMBP 5 days ago. During the first three days, there were no problems at all (daily work: 10-12 hours).

Now, the "freezing-problem" appears 2-3 times a day.

I'll plug someting in the USB-port, hoping to avoid the problem.

Thank you for the hint, Oli.S72!

sorry this is reply to an old message...

The following are what manko wrote on page 57:

Here's the trackpad details from System Information, in case there are any differences with the 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 / 2

  Current Available (mA):          500

  Current Required (mA):          40

 

My location id is different 3 not 2...

any thoughts on this guys?

As far as I can tell from his and your post, you have had freezes and so does "manko". So even if this points to some difference, it obviously does not solve or cause the problem.

to be precise, 3 freezes in 6 days with an average use of 5 or 6 hours a day...

Once again absolutely reasonable.

In all this regarding of a technical issue we should not forget to "polish" the human issue factor (Apple staff or not). The same way we would not just look at ONE single computer, we should not take ONE single person´s opinion at face value. Apple is complex network. You cannot push a button and then everybody instantly knows everything which is to perfectly communicate.

We heard so many different versions about this... Most of them do not make any kind of sense in relation to the Big Picture we already got thanks to this community. So putting all collected facts together (and only these, see the summary at https://discussions.apple.com/thread/5509561 ) implies there is a non-trivial SW issue which will soon be fixed by downloadable update.

Until then, overtime work for USB devices plugged in.

October 13" Retina mbp, 8gb memory, 256gb ssd.

The keyboard, trackpad issue seems to be getting worse, happening more often.

Frequency... another mystery in this case... waiting to be solved by Oli. But a faster occurance-rate might link to faulty hardware rather than software. You should document, when the freezes happened. Also: Big thanks to my fellow german man Oli, whos efforts i find really helpful and kinda sweet.

i agree, oli is the one to trust.

would love to see the conversation between him and the apple staff. the employees there just would understand the word train station and force him to return his book

Maybe you are a spy from Apple who is trying to reduce the level of panic?

Artyom Devyatov wrote:

 

Maybe you are a spy from Apple who is trying to reduce the level of panic?

Wouldn't you think the first step to reduce the level of panic would be to inform the official support team about what to say to customers of a 13" rMBP when they call in because of a freeze? As long as every supporter tells a complete different story as the other supporter, you can be 100% sure Apple has not taken any action to reduce the level of panic for anybody.

Panic . It's not a life or death thing, it's a computer.

Most of us still have about a week or so until the 14 days is up. If there is no solution by then, you can return the computer if you wish, but to panic at this point is worrying over something that really, is not that important.

For some people, the price of an Apple rMBP is a huge amount of money. I think some are not worried about the computer. They are worried about their investment.

BTW: about the 14 days: just in case some people do not know this ...

The 14 days start with the day that you received your device. (which is in case of an online-order quite a few days different from the day that you bought it.) (e.g.: I bought mine on 23rd and received it on 29th)

Maybe this helps even more to reduce the worries of a few people.