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Oli.S72 Author

Level 1

0 points

Info on New Retina Macbook pro 13 Haswell system hang/unresponsive

Since people keep on asking the same questions over and over again, here is sort of a summary of the Thread https://discussions.apple.com/thread/5481839

Apple is aware there is a problem, see http://support.apple.com/kb/TS5296
If an USB device is plugged in, freezes do not happen.
There are errors in the syslog reading "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)" which seems to be related to the problem.
So far nobody has been found who has a 13" Retina Haswell MacBook Pro who does not have these errors in the system log when no USB device is plugged in.
There are very(!) few people who have reported to not have had any freezes with a Haswell rMBP 13".
Many people report that their rMBP does not freeze for 3 days and then it does. (Which could explain the few people in point 5)
Some people reported graphical errors as well. Here is a description from the user "RIVERSTALKER": "i had a little grey line across my screen for a second, some flinkering lines at the bottom right arround the dock, also for a second and the same above the dock at the bottom left side. this happens just for a second and it is hard to see because the user is aware of other things on the screen."
The freeze seems to be related to Mavericks as some people report having the same problem with older devices after upgrading to Mavericks.
Still, nobody can be 100% sure that it isn't a hardware problem after all. Apple does not comment on this officially.
Communication by Apple is very poor, as well as internal as external. There are still people of the support team of Apple who claim to have never heard of this before and (besides the statement in point 1) there is no other official word from Apple.
Many people returned their 13" rMBP only to find the new device has exact the same issue. This once more points to the direction that all 13" rMBP are affected.
Apple speaks of "rare circumstances". This is true in the term of "per rMBP it usually only happens every 6 hours or something alike". It is not true in terms of "only on a few devices" as all 13" rMBP seem to have this problem. Some people may not realize it due to some USB device plugged in. (see point 2)

Hope that helps

MacBook Pro with Retina display

Posted on Oct 31, 2013 7:47 AM

51 replies

Nov 19, 2013 3:55 PM in response to Oli.S72

Did the firmware update that Apple released resolve this problem? Also did any of these MacBook Pros ever have symptoms where the screen would go dark, the keyboard backlight would come on full and the system would become completely unresponsive until you forced it to power off then on again?

I'm asking because the MacBook Air mid-2013 is also Haswell based and it suffers from a similiar problem that is being dicusssed here:

https://discussions.apple.com/thread/5118135?tstart=30 and/or here:

http://https://discussions.apple.com/thread/5495588?tstart=0

I'm trying to determine if the issues are related in any way.

kbauman

Level 1

0 points

Nov 21, 2013 1:18 PM in response to Oli.S72

Sadly, I performed all updates (13" macbook pro retina), and after a week of no freezes, it's back. And it's worse...closing the lid doesn't help. Like others, had to hard re-boot.

Lame.

Nov 27, 2013 2:30 PM in response to kbauman

Is anyone else experiencing this in bootcamp (5) and windows 7 only? Everything seems to work fine in mavericks (installed EFI 1.3), but in windows after a short time the trackpad dies (everything but basic mouse movement and left click, i.e., no right click or scrolling any more), bluetooth also dies and the keyboard randomly freezes and/or locks on a character causing it to type lotssssssssssssssss... all happen at the same time normally about 10 minutes after boot...

13" Retina MBP, new just now although apparently late 2012 model (through work).

Thanks

Dec 14, 2013 2:46 AM in response to davidfromkemah

Well, at least in my case the EFI fix totally resolved the issue

I've installed it as soon as it was released, and since then I haven't experienced the problem again.

I've a MacBook Pro 13" Retina.

sjøgren

Level 1

57 points

Dec 15, 2013 8:16 AM in response to Oli.S72

Are you people who installed the update fix still have the system log error ?

I don't have any freeze but i still have tons of "

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

as we saw so many poeple have also. Try check your system.log please. I need to know if this error still shows in the log after the firmware. I will indeed have my MBRr 13 replaced if no one else have this error stil showing.

I just bought my MBPr 13" 2 days ago and i had to install the firmware my self.

Thanks

Dec 15, 2013 9:18 AM in response to sjøgren

Contact engineer Paul Reyes at Apple Austin, Texas: <paul.reyes@apple.com>

He contacted me after posting in this thread. I think he is somehow in charge of the keyboard freezing issue.

My brother didn't experience the freezing anymore after installing the EFI and resetting the PRAM.

berniejd

Level 1

0 points

Dec 15, 2013 9:20 AM in response to sjøgren

I can confirm I have the same message showing after installing the update. I have noticed the only time it does not show this message in the system log is when I plug in a usb mouse.

Regards

sjøgren

Level 1

57 points

Dec 17, 2013 1:51 PM in response to berniejd

Yep, same for me. Getting tons of the error even after the firmware update and yes. No errores when USB mouse is connected.

But i mean. It ***** to have your computer writing errores in the system.log for no good reason ???

Why should it wtite this. I have never sean this before. Only on the latest Macbook Pro retina.

And i have had 2 of them now. Both does the same 😟

berniejd

Level 1

0 points

Dec 17, 2013 2:52 PM in response to sjøgren

Following a discussion with Apple when my new MacBook Pro trackpad and keyboard became unresponsive after I had applied the update they asked me to reset the machine and they felt that should be the end of the problem

A few days later I received a telephone call from Apple in California saying they would like to capture my machine to investigate the reason for the problem I had experienced.

My MacBook Pro as of yesterday is now with Apple and I am awaiting a new replacement.

I am hoping the capture of my machine will assist them in finding out why I had the problem.

Thanks

Jan 3, 2014 5:15 AM in response to napdan

Keyboard still keeps freezing and shows up.

napdan

Level 1

4 points

Jan 16, 2014 2:45 AM in response to MacOSX10.6

I thought the problem was gone after applying the EFI fix and resetting the PRAM but it started happening again.

It froze at least 3 times in less than a month. 😟

Jan 16, 2014 2:58 AM in response to napdan

Same here with my brother's laptop: the botched-up EFI update did fix absolutely nothing!

Jan 27, 2014 5:07 AM in response to Oli.S72

Hi there,

Got a new rMBP 13" a week ago, it has all software updates, and sometimes I see those black lines... as other posters said, they dissapear after 1-2 seconds.

Best regards

Jan 27, 2014 5:18 AM in response to Ramon Mata

You mean black lines on a white background? And you see those black lines before the keyboard freezes?

Or black lines stay there for a short time when you move say a folder or open window? Do you mean image retention (IR). There is the mega thread discussing the IR problems:

https://discussions.apple.com/thread/4034848?answerId=24633958022#24633958022&ac_cid=tw123456#24633958

If you are within the 14 days return time window: return it and get a new model.

Jan 27, 2014 5:28 AM in response to MacOSX10.6

Hi,

Black very thin lines appear and stay for a very short time in a open window (for example finder window), not easily to reproduce it... happened 1 or 2 times. Hope that is not the infamous IR issue.

But not freeze problem so far.

regards!

Info on New Retina Macbook pro 13 Haswell system hang/unresponsive