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

VitocoVader wrote:

 

The problem is that in my country (Chile) we don't have an Apple Store or something like that. We only have some stores that represents Apple here.

 

My MacBook had this problem on March 2nd for the first time. I bought mine on February 14th. I couldn't return it, so I need a document that shows that it has a problem to make effective my legal guarantee in Chile (it has 3 months, but in the services they don't believe me).

 

I really don't know what to do.

I would try to contact Apple USA in your case. Did you try to use http://www.apple.com/support/contact/ already?

VitocoVader wrote:

 

Personally I haven't tried that. But, I suposse that the service did it.

Since they returned it (two days ago) it hasn't stopped, but it takes several days to fail again.

 

I lost all my hopes, to be honest.

Please note: if you are affected by the "original" freeze-problem, then there is a very simple but effective work-around:

plug in any USB device. This could be a mouse, an USB-memory-stick for example.

As long as you have something connected to your USB port, the freeze will not happen.

So if you fail on getting your MacBook replaced or your money back, this could maybe be a last solution for you. Buy one of these very small USB-memorysticks and have it permanently connected to one of your USB ports.

HTH

Oli

PS: maybe the repair store had something connected to the USB port the whole time and therefore was not able to reproduce the problem you reported.

Message was edited by: Oli.S72

lukelasenby wrote:

 

I've tried it all and even took it into a store. They are now not refunding or replacing any 13" rMBP (at least in the UK) because they are currently 'working hard' on a fix.

Very implausible.

My recommendation: go there again. Speak to a different person. If you get the same info again, ask them to give you that info written on a piece of paper with the date, a stamp and a signature on it, so you can proove you reported this problem much earlier and what was responded to you.

Thanks for your answer, Oli.
Is there a way where I can send you a video of my problem to see if it is the 'original' freeze problem or other?

Can a 'normal crash' be so frecuently? I have a Macbook Mid 2010 and I never had a problem like this, using the same apps.

Is possible that Apple calls me from USA?

VitocoVader wrote:

 

Thanks for your answer, Oli.
Is there a way where I can send you a video of my problem to see if it is the 'original' freeze problem or other?

 

maybe upload it to youtube and post the link here?

It is simply like this: if your mac is still working fine, but simply ignores the keyboad and the trackpad, then it is the original "freeze problem". So, the screen for example should not change. It should not go blank, no error should pop up. Also: watch the clock. Does it still show the actual time? If not, the Mac has crashed an the internal clock is dead as well. If you have a second computer inside your network, you could also open a SSH connection and log in to the frozen MBP.

Can a 'normal crash' be so frecuently? I have a Macbook Mid 2010 and I never had a problem like this, using the same apps.

Crashes can also happen frequently, under some circumstances. But in your case from what I have read so far, I would guess that you indeed are experiencing the original freeze problem.

In some way, this is good news for you, since for this problem at least there is the work-around which I mentioned earlier. If nothing helps and you are stuck with your device, I would buy one of these very small USB-memory-sticks (they are cheap if you buy them in 4GB or 8 GB size). They are so small, they will not really be noticable. (Search google.com for "usb stick micro" and you will get some examples)

Is possible that Apple calls me from USA?

To be honest, I have no clue. I doubt that they will do that, but maybe they will give the representive in chile a call or send them an email with the order to look after your case again - with some additional information. But I really don't know how cases like this are handled. Here in Europe, it's all a little different.

VitocoVader wrote:

 

Is possible that Apple calls me from USA?

I have no clue whether this will help or not, but you might as well give it a try to write an email and send it to the guy mentioned here. Explain him your situation in brief words and maybe he will be able to help - but maybe not. It is worth a try, I guess.

In my case all the system just freezed. Even the colorful circle stopped. I had to turn it off only. The clock never changed from the time it got freezed.

Do you know a way to reproduce this problem? I only need this to go to the tech service and show them the error. Sorry if I'm disturbing too much, and I apreciate your help.

VitocoVader wrote:

 

In my case all the system just freezed. Even the colorful circle stopped. I had to turn it off only. The clock never changed from the time it got freezed.

 

Do you know a way to reproduce this problem? I only need this to go to the tech service and show them the error. Sorry if I'm disturbing too much, and I apreciate your help.

That is something different than the problem of "keyboard and trackpad freezes" discussed in this thread here.

Your Mac crashes. That can have many different causes. I would address this inside a internet forum of Mac Users, they might be able to help. I do not think that your hardware has a problem and also do not think that Mavericks is causing it. More likely it is some 3rd party software or something alike.

VitocoVader wrote:

 

In my case all the system just freezed. Even the colorful circle stopped. I had to turn it off only. The clock never changed from the time it got freezed.

 

Do you know a way to reproduce this problem? I only need this to go to the tech service and show them the error. Sorry if I'm disturbing too much, and I apreciate your help.

Hi, I have exactly the same problem that you.

My Mbpr13 freeze at least one or two time in the week. I must switch it off and sometime when I leave too long (20mins) time in this state, it's restart alone.

I 'll meet genius bars next monday.

To be continued....

Mine has been freezing on and off for the past 3 weeks since I got it. Not a retina MBP juts standard. Today it froze 3 times in a row. Don't know what to do as there is no Apple Store in Ireland. Will try phone them tomorrow and sort the issue. MUST be a software issue. I restored from my 2008 macbook which was working fine but had just gotten slow and outdated. This brand new one causing me more problems than my other one which was almost 6 years old!!!

That same problem. macbook fully unresponsible.

Firstly system does not make callbacks for clicks and pointer movement. And after 2-5 seconds touchpad stop works to. Time and any other application also stopped.

I was on to Apple support yesterday and this is what they said for me to do.

Hope it helps some of you.

For resetting the SMC, what we want to do is have the MacBook Pro powered off first. Then we want to:

1. Plug in the MagSafe power adapter to a power source, connecting it to the Mac if its not already connected.

2. On the built-in keyboard, press and hold the (left side) Shift-Control-Option keys and the power button at the same time for 15 seconds.

3. Release all the keys and the power button at the same time.

4. Press the power button to turn on the computer.

After you perform this reset and power on the computer, test the issue. If it persists, I’d like for you to boot into Safe Mode. To boot into Safe Mode, you’ll shut down the computer. Wait. Power the computer on then immediately press and hold the (left-side) Shift key. Keep holding until you are brought to the login screen then release and login. 

Once you login, open Disk Utility from the Utilities folder in finder> applications and verify then repair the disk permissions. Once that is complete, quit Disk Utility and test the issue. It should no longer occur. Once you confirm that, click the  and choose restart to boot back up normally as some features may not work in safe mode so you won’t want to stay in it for too long.

If the issue does persist, our next step would be to wipe the Mac and reinstall the OS without restoring the data from your old Mac. We’ll want to test it first. Once we have determined whether the issue occurs or not without the data, we can proceed with brining your data back over

I have problem freeze my macbookpro 15,4 retina late 2013 this morning , has blocked all mac!!!

only restart

also my Retina MacBook Pro 15-inch Late 2013 i7 2.6 GHz has the same problem. I noticed that manifests itself with iTunes open.

I sequentially purchased three late 2013 MacBook Pro 15s and had to return them all because of software and/or hardware problems.  I was disappointed because I liked OSX and many Mac features. Nevertheless, a $3K notebook should work properly.  I received my Dell XPS 15 a few days ago and it is great!  Everything works properly and it has a phenomenal display.  It even has a user removable battery and RAM!  Excellent alternative.