4 Replies Latest reply: Dec 17, 2013 7:42 AM by mirageglobe
msanbus Level 1 (0 points)

New MacBook retina received today. During the initial set up if freezes twice. Third time around it finally competes the set up.


Once in, first thing I do is to record issue in...here. During the last steps of my writing system freezes again. Either freezes or looses connection with my keyboard and mouse, I can not tell what is happening but the result is the same. Only thing I can do is to hold down the power button to restart.


Any guess what can be the cause? Any reason why I should not accept this laptop and demand a new one?



MacBook Pro with Retina display, OS X Mavericks (10.9)
  • sterling r Community Specialists

    Hello there msanbus,


    It sounds like your wireless mouse and keyboard are intermittently losing connection to the Macs Bluetooth.

    I want to recommend these steps from the article named:

    Troubleshooting wireless mouse and keyboard issues


    Keyboard or mouse intermittently stops responding

    Click the mouse

    • Click the mouse once to reconnect it with your Mac. It may take a moment for the mouse to respond.
    • Check the battery level of the mouse. Choose System Preferences from the Apple (), then choose Mousefrom the View menu. The battery level indicator is in the lower-left corner. Replace the batteries if they are low.  Note: Choose Keyboard & Mouse from the View menu with Mac OS X v10.5.  For more information on keyboard and mouse battery levels in Mac OS X v10.5, see Desktop computers: Troubleshooting wireless keyboard and mouse issues.


    Press a key on the keyboard

    • Press a key on the keyboard to reconnect it with your Mac. It may take a moment for the keyboard to respond.
    • Check the battery level of the keyboard. Choose System Preferences from the Apple (),  then chooseKeyboard from the View menu and select the Keyboard tab. The battery level indicator is in the lower-left corner. Replace the batteries if they are low.

    Check for signal interference

    • Wireless networks that operate on 2.4GHz may cause interference.
    • Move cordless phone base stations, microwave ovens, and other 2.4GHz electrical devices away from the Mac if you suspect interference.
    • Keep wireless devices within 10 meters (33 feet) of the Mac.
    • Avoid putting metal objects between the device and the Mac.


    If the issue is not resolved, I would next try resetting your SMC, then your PRAM as well.

    Intel-based Macs: Resetting the System Management Controller (SMC)


    1. Shut down the computer.
    2. Plug in the MagSafe power adapter to a power source, connecting it to the Mac if its not already connected.
    3. On the built-in keyboard, press the (left side) Shift-Control-Option keys and the power button at the same time.
    4. Release all the keys and the power button at the same time.
    5. Press the power button to turn on the computer. 
      : The LED on the MagSafe power adapter may change states or temporarily turn off when you reset the SMC.




    About NVRAM and PRAM


    1. Shut down your Mac.
    2. Locate the following keys on the keyboard: Command (⌘), Option, P, and R. You will need to hold these keys down simultaneously in step 4.
    3. Turn on the computer.
    4. Press and hold the Command-Option-P-R keys before the gray screen appears.
    5. Hold the keys down until the computer restarts and you hear the startup sound for the second time.
    6. Release the keys.

    After resetting NVRAM or PRAM, you may need to reconfigure your settings for speaker volume, screen resolution, startup disk selection, and time zone information.


    Thank you for using Apple Support Communities.

    Take care,


  • msanbus Level 1 (0 points)

    Hi Sterling,


    Thanks for the reply. Now the problem seems fixed as it has not reappeared since one fix I applied 2-3 days ago.


    Actually the problem happened with my laptop. I was not using any Bluetooth device.


    The following morning I called Apple and on their advice I download the OS and install it again over a clean HD. What we did, as I recall, was the following:


    a) Power off the laptop

    b) Delete NVRAM/PRAM as you advice above

    c) Not sure whether we reset also the SMC

    d) Boot straight to the OS x Utilities and then: 1) Erase my HD and 2) Install a new OS


    After about 90 minutes (you need to download the OS + installation) the set up process ended with no issues and from then on my laptop has been working properly.



  • sterling r Community Specialists

    Wonderful msanbus!

    I am glad the issue is resolved, and thank you for the update.


    All the best,


  • mirageglobe Level 1 (0 points)

    Hmm. I seem to have that problem as well. I have applied the fix. Just now I can replicate the problem of losing my retina built-in keyboard. I have my mobile phone (nexus) plugged into my mac on the left usb socket. And it lost connection and reconnected (due to loose connection?) and the keyboard went dead.


    I did it again to reconfirm. and it happened again.


    Most likely a bug that can be fixed software wise?