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hailalistair Author

Level 1

9 points

Crashes/reboots/restarts while on sleep

This thread is exclusive to people who have spontaneous crashes/reboots/restarts while their Mac is in sleep. (this is usually connected to having a USB external hard drive plugged in the computer while on sleep)

In simple words, you are experiencing this problem:

1) You put your Mac to sleep

2) You return to it after some time and you find it on.

3) On screen you find this error message "Your computer restarted because of a problem." or similar, and in the report of the error message the Event is "Sleep Wake Failure" or similar.

If your Mac does not wake from sleep this is NOT the thread for you, please don’t write here.

If your Mac is experiencing black screens and freezes while waking up from sleep this is NOT the thread for you, please don’t write here.

This thread is a continuation to the “New rMBP sleep/wake failure crashes” thread.

I’m trying to better understand this problem. Allow me to ask you some questions. After you answer the first 5 question, feel free to write freely in this thread. (as longs as you are pertinent to this issue)

Please answer this questions carefully. If we get enough people to answer, I will personally slap this thread on the face of every Apple employee I can find, so they will have to stop saying "we never heard of this issue" and we can get a quick fix or a quick replacement if this is indeed an hardware issue.

PLEASE ANWSER THIS QUESTIONS BEFORE WRITING IN THIS THREAD FOR THE FIRST TIME

I suggest you copy and paste the questions below in your reply, and replace the text ANSWER with your answer.

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

ANSWER

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

ANSWER

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

ANSWER

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

ANSWER

5. Does your machine crash/reboot even if you uncheck "Enable Power Nap" in Preferences, Energy Saver? (before answering this, check that you have updated OS X to 10.9.1 and that you have unchecked Power Nap in both the Battery and Power Adapter tabs in Energy Saver)

ANSWER

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

ANSWER

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

ANSWER

8. Do you have Time Machine Enabled?

ANSWER

9. Do you have Crashplan installed?

ANSWER

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

ANSWER

11. If you have a late 2013 MacBook Pro Retina, do you have discrete graphics in it? (In other words: do you have an NVIDIA GPU? If you don't know this, go into the menu bar, click the apple icon, click About This Mac, Click More Info, in Graphics you should find written “NVIDIA GeForce”.)

ANSWER

Please forgive any mistakes in this text, unfortunately english is not my native language.

MacBook Pro with Retina display

Posted on Dec 21, 2013 7:05 AM

211 replies

Jan 27, 2014 4:26 PM in response to larsonfromwindsor

Just a quick update:

HGST, Inc. (Hitachi Global Storage Technologies) is a wholly owned subsidiary of Western Digital that sells hard disk drives, solid-state drives, and external storage products and services.

Looks like mine is a western digital drive via Hitachi.

jiden

Level 1

0 points

Jan 27, 2014 10:19 PM in response to hailalistair

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

- Late 2009 iMac, 2.8 GHz Intel Core i7

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

- I had a different wake problem before Mavericks, when I updated it started the automatic restarts

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

-No, they're refusing to replace it.

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

- Not sure, haven't tried testing this.

ANSWER

- Don't think this is an option on the iMac

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

- Yes, but via Firewire, Western Digital MyBook

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

- Yes, hard drive connected to my Airport Extreme

8. Do you have Time Machine Enabled?

- Yes

9. Do you have Crashplan installed?

- No

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

- Seems completely random

Hieuman

Level 1

0 points

Jan 29, 2014 1:50 PM in response to hailalistair

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

late 2013 15" rMBP 2.3GHz | GTX750 | 512GB

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

Always had Mavericks

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

Never had it replaced

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

Yes

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

Western Digital Passport Ultra 2TB

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

8. Do you have Time Machine Enabled?

9. Do you have Crashplan installed?

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

Random, sometime it doesn't do it, sometimes it does. Usually, it crashes without any devices attached.

Yes

I'm finding that it crashes totally on its own, even if I'm not coming from a sleep state. For a machine that "just works," it isn't working very well.

crick247

Level 1

0 points

Jan 30, 2014 11:21 AM in response to hailalistair

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

MacBook Air 13" (June 2013), 1.7 GHz, 8GB Ram, 256 GB Harddrive

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

As far as I remember I witnessed the problem for the first time using Mavericks in combination with Apple TV.

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

Not yet.

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

No, it does crash during sleep without ever having had an external hard drive connected.

I have not disabled "Power Nap" as of yet.

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

Yes, I use an Apple Time Capusle 2GB (June 2013) as well as a Synology Diskstation NAS (DS213).

8. Do you have Time Machine Enabled?

Yes.

9. Do you have Crashplan installed?

No, but I use a similar backup called "Justcloud".

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

It takes approximately half an hour - the error is reproducible: I need to connect my Mac with AppleTV, close the lid while doing so and then wait 30 minutes - it will crash and boot - always.

I hope this is helpful for anyone...

Feb 3, 2014 7:59 AM in response to AlanLondon

Update

Finally took my machine to the Genius Bar today. No great help. I was simply told there will be a software update at some point, but no guarantee this issue is included. What I did do is to update the firmware on my WD external drive which (combined with Mavericks) had been the trigger for my sleep/wake issues. The firmware was dated 19/12/2013 so I hope it might address this problem. Anyway, I shall leave the WD connected tonight (and nothing else) for the first time in ages, and report back tomorrow if the system crashes again.

hailalistair Author

Level 1

9 points

Feb 3, 2014 10:52 AM in response to AlanLondon

I have already installed that firmware update. No changes 😟

Feb 4, 2014 12:18 AM in response to hailalistair

Same here. It crashed within an hour. So much for that!

Feb 4, 2014 9:26 AM in response to hailalistair

PLEASE ANWSER THIS QUESTIONS BEFORE WRITING IN THIS THREAD FOR THE FIRST TIME

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

13" MBP Retina, Late 2013

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

Started with new machine

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

No, I never have an external hard drive connected when it happened.

Yes, I unchecked "Enable Power Nap" in battery mode and it still happens.

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

No, but am running parallels which connects *to* the mav via network

8. Do you have Time Machine Enabled?

9. Do you have Crashplan installed?

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

Couple of hours?

Feb 7, 2014 5:17 AM in response to hailalistair

1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

MacBook Pro Retina Late 2013

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

New machine already came with 10.9

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

No replacement asked, widespread issue seem

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

yes, three or four of them, and also 2 external displays (one trough displayport, other trough hdmi)

yes, tried that, not work fro me

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

yes, all usb 3, Western Digital and Seagate

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

no network conneted drive

8. Do you have Time Machine Enabled?

yes

9. Do you have Crashplan installed?

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

it happens anyway, also few seconds after reboot and also few seconds after sleeping

YES, discrete in my MBP

I've noticed the issue very mostly occurring with one or two display connected (in my case both display port and hdmi external monitors).

Hope this will be solved very soon, is unnerving

thanks to you all

Feb 7, 2014 5:28 AM in response to hailalistair

Hi all,

same goes here, but it only happen when I've my external monitors connected, It will not wake from sleep (forcing me to hard reboot) or spontaneously reboot itself (it will wake up regurarly with no monitors attached).

Preventing it from going to sleep obviously "solve" the problem (playing mp3s...streaming from the web...)

here's my setup:

MacBookPro Retina (OS X 10.9.1 - late 2013)

Wacom Cintiq 13HD (linked directly to MacBookPro trough HDMI and USB) (Wacom Driver 6.3.7-3)

Dell 27"inch (U2713HM) (linked directly to MacBookPro trough DisplayPort)

it happens with or without any usb device(s) attached (hubs..HD's..wacom..usb keys..)

Hope this will be addressed very soon.

thanks everybody for sharing.

styler

Level 1

65 points

Feb 7, 2014 5:40 AM in response to hailalistair

as i mentioned before, i have the sleep-wake-failure, too. (at least once a day/two days)

a friend of mine has exactly the same machine (mbp 13" ME865), and NEVER had that issue.

how can it be? many people here are saying that they swapped their machines and have the same problems with the new ones.

so, how could it be only a software-problem?

Feb 7, 2014 12:24 PM in response to hailalistair

@styler

hi styler....I really hope it is a software problem! I've read about a lot of replaced machines with no solved issues...so why to exchange?

thanks!

styler

Level 1

65 points

Feb 10, 2014 4:50 AM in response to FrFromMac

that is what i really hope, too.

people say, it is worthless to exchange. i hope it wouldn't be too late sometime.

i really know a machine like mine, that does NOT have that problem.. so how can it be only software-problem?

Feb 11, 2014 3:02 AM in response to hailalistair

Hi Styler,

I think (...and hope!) this is a software issue, I can only reproduce it when my MBP retina is connected to one or two external monitor, other people seem to have different setup and scenarios when they experienxce this.

It could be a power management problem related to haswell chips, and thus a sort of software/firmware update will help. I also hope if this is a hardware issue we will promptly informed and arrange a quick exchange with free defect hardware, this would especially be the case with multithousand dollars/euro/pounds/whatever laptop...

I'll keep posting about the issue,

thank you

Feb 12, 2014 11:56 AM in response to hailalistair

Hello everyone,

I have been following this thread with interest almost daily, as I have been severely experiencing the same issues from the day my MacBook Air came out of the box (Mavericks pre-installed). Here's my answers to the questions:
1. Which Mac do you have? (If you have this issue with multiple machines, list them here)

13inch MacBook Air, late 2013. 8GB Ram, 256 Gb Storage, 1.7 GHz

2. When did the problem start? If you had Mountain Lion installed on this machine, did the problem start when you updated to Mavericks?

Immediately after it came out of the box it was shipped in. This was late December 2013. It came with Mavericks 9.0 pre-installed, and I immediately updated it to 10.9.1. I don't know if it already crashed/rebooted in 10.9.0.

3. Did you have your Mac replaced from Apple because of this issue? If yes, does the new machine still have the problem?

No, not replaced (yet?)

4. Does your machine crash/reboot while on sleep only if you have an external hard drive connected?

I rarely if ever have an external hard drive connected; it crashes and restarts without any external device.

Yes, even after all mentioned unchecking, it crashes and reboots frequently while in sleep mode.

OPTIONAL QUESTIONS

6. Do you have an external hard drive connected via USB? If yes, write the manufacturer name and model name of the drive. (example: Western Digital My Book)

Rarely if ever have an external hard drive connected.

7. Do you have a network connected drive? (like Time Capsule or an external hard drive connected to an AirPort Extreme, or a NAS)

No.

8. Do you have Time Machine Enabled?

No.

9. Do you have Crashplan installed?

No.

10. How much time does it usually take for the first crash/reboot to happen, after you put the computer on sleep?

It varies. Sometimes it won't crash for many hours, other times it will crash within the hour. I do have the suspicion it will crash/reboot more frequently in the same sleep as time progresses. Typically, after having been in sleep mode for a night or so, it will crash/reboot every 10 minutes while in the beginning of that sleep mode it crashed 'only' every few hours. I haven't studied it in detail, though.

Not applicable

As stated above, I have been following this thread daily with the greatest of interest, as my late 2013 MacBook Air crashes/reboots during sleep mode quite frequently and persistently. I have already been to an Apple retailer asking the people there for advice (They hadn't heard of this issue yet. They advice me to wait till the next Mavericks update) and to an offical Apple repair store (the guy hadn't heard of the crash before, and immediately 'concluded' that it must be a hardware issue). Today I made an appointment with a Genius Bar, so they can take a look at it. I hope something will be done soon, I am a little annoyed that a 1500 euro machine has such a persistant and unnecessary issue, right out of the box!
I will keep this thread posted on the developments..

Crashes/reboots/restarts while on sleep