Want to highlight a helpful answer? Upvote!

Did someone help you, or did an answer or User Tip resolve your issue? Upvote by selecting the upvote arrow. Your feedback helps others! Learn more about when to upvote >

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

nirmalts Author

Level 1

5 points

iMac 2014 5K Bluetooth Trackpad Problem after sleep

Hi all,

I was all excited to get my new iMac 2014 5K two days ago. The display is simply stunning. I am however struggling with a trackpad problem and had several support calls with Apple already.

After the iMac goes into sleep (and enters deep sleep after circa 2-3 minutes), it cannot be woken up with trackpad or keyboard anymore, After pressing the power button, it turns on again (no need of restart). The trackpad is by then however useless. The pointer movements are extremely slow and none of the gestures work. I tried the following instructions in different forums but none of them worked. It cannot be that all new iMac 2014 users are having this problem!

Unpairing and pairing the bluetooth devices
PRAM reset (multiple times)
SMC reset (multiple times)
Safe boot
Deleting system plist files and restarting
Changing batteries of trackpad.
Turning wifi off (between that I am connected otherwise at 5Ghz with 802.11ac)
Turning off all devices in the house that transmits signals (router, DECT phone etc)
Testing Trackpad with Macbook Air with Yosemite installed (sleep and trackpad works fine with it)
SSD format and reinstalling Yosemite (and no further apps on top of it). This means iMac is as good as out of the box with only Apple bluetooth keyboard and trackpad connected.

After the problem starts I see the following messages in Error log

30.10.14 22:51:08,000 kernel[0]: [BNBTrackpadDevice][setReportWL][1c-1a-c0-f2-1e-82] Could not send DATA command via interrupt channel - 0xE00002BE

30.10.14 22:51:08,000 kernel[0]: [BNBTrackpadDevice::_simpleSetReport][85.3] ERROR: setReport returned error 0xe00002be for reportID 0xF1

30.10.14 22:51:08,000 kernel[0]: [BNBTrackpadDevice::_setMultitouchReportID][85.3] ERROR: _simpleSetReport returned error 0xe00002be for reportID 0xDD

30.10.14 22:51:08,000 kernel[0]: [BNBTrackpadDevice::_setMultitouchReport][85.3] ERROR: _setMultitouchReportID returned error 0xe00002be for reportID 0xDD

The day before I got the iMac 5K, I sold my perfectly working Late 2013 iMac with Yosemite on it. It had no issues with trackpad.

I see a long thread here from Macbook users

Bluetooth problem with OSX Yosemite: Magic Mouse and Keyboard

There people mostly complain about latency and not the sleep problem. Does anyone else face this problem with the new iMac and Yosemite?

Regards,

iMac (Retina 5K, 27-inch, Late 2014), OS X Yosemite (10.10)

Posted on Oct 31, 2014 8:50 AM

112 replies

vsopdx

Level 1

4 points

Nov 1, 2014 11:52 PM in response to nirmalts

I am relatively new to this thread. You may be off to something about the common config:

4Ghz Intel Core i7

Radeon R9 M295x 4096 MB

In my former life I have done a lot of MS PC trouble shooting and this smells like SW and HW race condition. SW tries to configure HW before HW is ready to be configured as it recover from deep slumber. Could be the faster CPU reduces the delay that was adequate for the older CPU shipped before 5k iMac with faster i7?

I notice each time in the fail cases that I woke the system with one touch to the space bar of the KB, the system does not resume until I press the space bar again. Then I enter the password and log in. The mouse pointer does not move. Only after I click the mouse, and about 5 seconds elapsed that the mouse pointer moves.

From my rough trial and error, you have to wait about a minimum of 4 minutes before waking the system after putting it to sleep. Waking it too early will not fail - I infer the BT devices or the system take this time to enter deep sleep.

nirmalts Author

Level 1

5 points

Nov 1, 2014 11:59 PM in response to vsopdx

I don't know if it is worth trying the steps below but the problem seems to have gone away for me but come back in a different way.

I tried several steps and the BT devices appears to work fine now after sleep. The wake up from sleep using BT devices takes atleast 10 seconds now. I do know which step I did exactly "fixed" the problem. Here's is what I did and now I cannot reproduce the problem.

1. Unchecked all the energy options in Settings

2. Turned off WLAN N and AC on router and connected through G

The problem did not show up after this.

I made energy options back to defaults one by one testing at each stage for around 5 mins sleep (this was earlier enough for the problem to show up). Then In tried WLAN N and finally am back to WLAN AC again and all default energy options. BT works fine now after sleep except that wake up is slow now (and needs two clicks to wake up). Tried a PRAM and SMC reset to see if the problem returns or the wake up becomes faster. After several tests the problem does not seem to pop up. Strange as it can get!

vsopdx

Level 1

4 points

Nov 2, 2014 12:07 AM in response to nirmalts

Oh no! I don't like the smell of this that WLAN is a part of variables. That increases the possible permutations and that the problem that we encounter could require very unlikely configurations and specific sets of power management setting. That make reproduction of the problem by the engineers very difficult - or worst, convincing them the bug exists and to what extend the number of affected users.

nirmalts Author

Level 1

5 points

Nov 2, 2014 12:56 AM in response to vsopdx

Sorry, just forget what I said. It ain't the steps what I did that made it work. I had a USB stick plugged in the whole time I did the steps above. This was making it work. I removed the USB and the problem returned.

vsopdx

Level 1

4 points

Nov 2, 2014 2:58 AM in response to nirmalts

Thanks for the update. Good to hear the USB stick masked the problem.

In my early stage of debugging, I plugged in a gen 1 microsoft usb mouse. Pretty soon I realize it didn't tell me much. With the usb mouse plugged in the system will not go into sleep. It "bounce" right back out. Strangely when I examined the Mouse in System Preference there were no separate treatments of the two mice. However, at that time, the BT mouse already failed. I didn't have an iteration of the BT mouse functional and the usb mouse plugged in.

So we are back to the same known point, the BT mouse and KB/touch pad failure is 100% reproducible, if you wake the system up from "deep" sleep with the BT human interface device. The know work-around (not acceptable to me long term) is to use the power button to wake.

I want to get to the bottom of this before my 14 day return privilege runs out. I really want to work with apple to resolve this in good faith, but I don't want to drag it out.I haven't install the set of DDR3 1600 that I bought in case I call this whole thing off. 😟

vsopdx

Level 1

4 points

Nov 2, 2014 3:25 AM in response to DanOsers

My system config is in my first post, but here it is again.

5k iMac, 27-inch, Late 2014

4GHz Intel Core i7

8 G 1600 MHz DDR3

Radeon R9 M295x 4096 MB

3TB HDD

yosemite V 10.10

magic mouse and keyboard as shipped

Apple Bluetooth Software Version: 4.3.0f10 14890

bone stock with no newly installed software

By CPU I meant the optional faster 4GHz i7, not the processor in the Broadcom BT controller. The faster i7 may mask the slowness of the BT once in the failed state upon resume from sleep. I do observed the host BT controller thrashing itself to death. In most cases it shows both KB and mouse still as connected for minutes. Obviously this delay has to do with how many apps are open. Likely too the time the system reaches deep sleep can vary among our systems as we have different apps open and in use.

SF_loft

Level 1

0 points

Nov 2, 2014 8:54 AM in response to nirmalts

My system config is also:

5k iMac, 27-inch, Late 2014

4GHz Intel Core i7

8 G 1600 MHz DDR3

Radeon R9 M295x 4096 MB

3TB HDD

yosemite V 10.10

magic mouse and keyboard as shipped

So far, using the power button to wake the system is making this issue bearable.

Nov 2, 2014 9:52 AM in response to nirmalts

I'm having the same issue with my iMac 5k 3.5GHz the base model i have been rebooting mine to get it to work again i also have a magic mouse and trackpad both not working rite

Nov 2, 2014 9:57 AM in response to racingmotox

Same issue here, mouse scrolling and certain keyboard inputs (volume and brightness control, caps lock light not illuminating) not working when my 5K iMac wakes from sleep. Have a feeling it's affecting a good deal of iMac 5K users.

vsopdx

Level 1

4 points

Nov 2, 2014 10:04 AM in response to BunnyLivingston

Welcome to this thread. This help put more light to the extend of the problem. Can you please list your machine configuration as other posters had done?

vsopdx

Level 1

4 points

Nov 2, 2014 10:08 AM in response to racingmotox

racingmotorx,

Thanks for your post. You are the first data point that this problem affects 3.5GHz base CPU. I may take the trouble to go to an apple store near me today to check if the 5k they have has this problem.

My understanding is the Apple stores would get the first shipment of 5k iMac on Nov 1, so my trip may be just a waste of time.

vsopdx

Level 1

4 points

Nov 2, 2014 10:29 AM in response to vsopdx

On going to an apple store to see the 5k iMac on display has this problem. I just checked and all the stores in my nearby areas show in stock for pickup.

I am reluctant to take the trip, as if memory serves, the macs on display are set to limit what a customer can do to put it into a state that is not conducive for its purpose in a showroom. They may have crippled its ability to go into sleep.

Any thoughts?

Eric Root

Level 10

684,069 points

Nov 2, 2014 10:31 AM in response to vsopdx

Send Apple feedback. They won't answer, but at least will know there is a problem. If enough people send feedback, it may get the problem solved sooner.

Feedback

vsopdx

Level 1

4 points

Nov 2, 2014 10:48 AM in response to Eric Root

Thanks for the suggestion. I did my part and point them to this thread.

nirmalts Author

Level 1

5 points

Nov 2, 2014 11:12 AM in response to vsopdx

Thanks all of you for your growing feedback here.

Did anyone of you try to install Mavericks to check if the old Bluetooth driver has the same bug? I tried creating a Mavericks USB using DiskUtility and later with CarbonCopy. But I am unable to boot from the Mavericks USB. It shows me a grey screen with cross when I boot with it.

I am now used to the Yosemite look and feel and would not like to go back to Mavericks. Nevertheless, if one of you could check it, we can confirm this to be a Yosemite driver issue.

I am also a software developer and I agree that bugs are part of software development. However, I really wonder how can Apple introduce such a silly hardware/software incompatibility across their own products. If it was a windows PC with hardware and their drivers supplied by different vendors, I can pretty much understand that such things could happen. But Apple has everything within their control here. Isn't there one software engineer/tester at Apple who did this basic smoke test before rolling out such a prestigious product. I do not want to start a Apple hate thread here. I really love Apple products. In this case you betrayed my trust Apple!

iMac 2014 5K Bluetooth Trackpad Problem after sleep