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

Apple is aware of the problem.

I just spoke with Senior Advisor number 3. He and I talked through the issues, I referred him to the page.

He said the 8GB//256GB SSD was the one everyone ordered, so that being the big response is going to be no surprise.

They are working for a new software update. I am sending him a screen shot of my console. He is also aware that inserting a thumb drive has interrupted the error message we are all receiving.

Again, be patient. Apple has some of the best customer service in the world. New computers/hardware/OS are going to have issues. Why they weren't resolved before release - no one knows. But, a solution is on its way.

I am scheduled to be contacted within the next week by the Sr. Advisor and will reply back when I get info.

Anyone with an "old" machine having this problem after updating to Mavericks can confirm that thay also have this error?

The USB device Apple Internal Keyboard / Trackpad (Port 5 of Hub at 0x14000000) may have caused a wake by issuing a remote wakeup

@mrakers85thx for updates

This is very very good news, that they are aware of it and working on it.

Yes, agree, they will come up with a fix for sure very soon!

That may very well be true, but there does seem to be a correlation between the appearance of this message and the freezing.  I've tried this afternoon first with an iPhone plugged in, then a USB drive, finally a Logitech unifying receiver (for a mouse).  As long as any USB device was plugged in I have not seen the console log message, NOR have I had a single freeze.  For now I'm going to leave the Logitech receiver plugged in as it's so small as to be unnoticeable.  I'll update the thread if anything changes.

mrakers85 wrote:

 

8GB/256GB SDD here. Same issues. Began last night.

 

Contacted and talked to a senior advisor. Reset SMC and PRAM then ran in safe mode for a couple of hours. Refroze after booting up normally.

 

I responded and added my number to the hundreds of others on the Google form.

 

I spoke on chat with support and made them aware. I sent a feedback report linking here, as well as a copy of the USB error in my console.

 

Also emailed a second senior advisor that I was able to speak with with all the information as well.

 

Chat support is going to have a THIRD senior advisor call me. They are supposed to check with Apple Engineering to give an update. Will post back when I hear.

That is fantastic news!

Thank you for the good news!

@mrakers85 thank you so much for everything you are doing. does this mean that is is a fixable software issue, of could still be a hardware issue? thanks!

Xcoder11 wrote:

 

@mrakers85 thank you so much for everything you are doing. does this mean that is is a fixable software issue, of could still be a hardware issue? thanks!

Don't fear, it's a software issue

• it doesn't happen of MPBr running Windows
  
• It didn't happen on the dev builds
• it is affecting other Apple products such as MacBook Air and 15" models

A fix should be on the way soon!

And remember, submit your feedback to Apple!

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

Same thing here, 13"/2.6/16/512
I finished the initial setup process and 3 minutes later keyboard and touchpad stopped working.
Submitted feedback already

thx for the update man. its been happening on my brand new 4gb 128 gb rMBP...

16G RAM / 512G SSD, same issue as everybody else. Closing the lid helped twice. Also having USB mouse connected seems to help.

I have just spoken to senior advisor. He promised to elevate issue priority to the engineering team. I am not sure if he was aware of this issue before. My gut feeling is he never heard about it.

The only thing I'd suggest to you guys is call Apple Support. Point them to this discussion, describe the problem. Ask them to alert the engineering team. The more calls they get the more likely they will treat that as a serious matter and provide a fix.

Just complaining here is not enough to get message quickly to the right people in a huge corporation like Apple.

Talk to Apple Support. They are very nice people. And please, be nice too. The human being on the phone didn’t break you Mac.

Xcoder11 wrote:

 

@mrakers85 thank you so much for everything you are doing. does this mean that is is a fixable software issue, of could still be a hardware issue? thanks!

He made it sound as though it is a software issue because of Mavericks. He said nothing of the sort, but the language and tone of our discussion led me to believe this is true.

Especially his reaction when I told him that the USB Keyboard/Trackpad error has ceased (for 2 hours now) since I inserted a flash drive. He took copious notes and was super awesome to talk to. Again, even if it is a hardware issue, it will be taken care of. Although, as previously pointed out NUMEROUS times, all signs point towards a software issue surrounding OS X.

Talk to Apple Support. They are very nice people. And please, be nice too. The human being on the phone didn’t break you Mac.

This. There is not a single Apple person I have ever met that has ever treated me incorrectly. My old 2008 MacBook is still alive because of Apple customer service fixing things for free because they care about their namesake and their customers.

Problems happen. That is true. And regardless if Quality Control made a huge flub (which no one knows right now, as it appears that this is directly linked to OS X) it is not the Senior Advisor, tech, genius, or chat person that is responsible. If you are nice, it will go a lot easier.

In fact, my Senior Advisor personally thanked me and said, "It's people like you that help us out when problems arise."

I'll continue to buy Apple products when they are genuine like that.

Speaking of that, I may have found a solution, thanks to Apple genius that I called yesterday.

So, to sum up, I had that freeze problem three times for 4 days, I decided to call Apple the third time I had it when I was writing here to explain my problem.

She told me to shut down my mac, then connecting my battery and check that the colour is orange. After, she told me to press, very instantanly and right after turning on the mac CMD P R and ALT. She explained me that the combinaison of them allows the mac to restart its battery. Hold them for 20 seconds, you should see the light of the cable becoming green for 3 seconds then becoming orange. Start your mac normally after all of this.

So for now, as I have explained, I don't know if it's because of this that the probleme is solved, but since yesterday, no more freeze. Hope i'm not speaking too fast, but it seems to work.

( Sorry, my english is not perfect, but I hope that I am understandable )

Wow I am sitting here reading this in disbelief.  I was just about to purchase a new Macbook Pro.  I guess I will hold off until this is resolved.