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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

Nov 12, 2014 7:15 AM in response to Jamesschmidtke

Same exact problem here. 5K iMac with file vault turned on. Followed exact same steps to "fix" this issue. Hopefully more people will post here to get the attention of Apple. They need to release a fix for this.

onamali

Level 1

0 points

Nov 12, 2014 2:57 PM in response to Daniel Rodas

I have installed the latest developer version (14b23) that was released today I think, it still has the bug. I'll contact apple support tomorrow.

Nov 12, 2014 3:33 PM in response to Jamesschmidtke

Until Apple sorts out the bug you should try preventing your computer from sleeping as a workaround. It works for me. First checkbox in the Energy Saver preference pane. http://static.samhuri.net/Screen%20Shot%202014-11-12%20at%203.11.38%20PM.png

DanOsers

Level 1

82 points

Nov 12, 2014 3:44 PM in response to onamali

onamali: Have you filed a bug report with apple? Since you have access to the developer version I assume you are registered; filing via the big reporter will get their attention the quckest, and an number of us have filed bug reports on this..

sami - its fine to sleep the mac. Just wake it up via the power button, NOT BT devices; to be safe, disable 'allow wake by BT' for now so you don't hit a key inadvertently.

cheers

onamali

Level 1

0 points

Nov 12, 2014 3:56 PM in response to DanOsers

I didn't file a bug report yet as I only just got a chance to really look into the issue. I'll do some more investigation tomorrow, looking into the logs etc, before filing a bug report.

imgaryl

Level 1

0 points

Nov 12, 2014 4:10 PM in response to nirmalts

ttalked to Apple care couple weeks ago, and sent them some diag files. And today they called back and say they are looking into the problem. And its most likely a software problem, and not 100% of 5k iMac, especially cto units have this problem. So they send me a brand new replacement.

ps. He mentioned that this problem will very probably be solved in the coming update Or the one after.

finally some Good news

guytreds

Level 1

9 points

Nov 13, 2014 6:03 PM in response to nirmalts

Guess I'm having the the same issues with both track pad and magic mouse. let's hope they sort it soon. Surely someone is taking note of all these issues

bsassani

Level 1

4 points

Nov 13, 2014 11:31 PM in response to nirmalts

Just got my new iMac Retina tonight and within a couple of hours of setting it up I noticed this issue. I have a much older Mac Pro with Yosemite 10.10 on it running on a SSD boot and do not have this issue. Thankfully I'm still using the Mac Pro for my main computer and setting up the iMac slowly to be my main one in a few weeks. Hopefully there's a patch to fix this soon, its pretty annoying.

nirmalts Author

Level 1

5 points

Nov 14, 2014 12:58 PM in response to imgaryl

hi imgaryl,

did you get your replacement already? pls update incase the problem appears on your replacement iMac too

Thanks in advance

Studioll

Level 1

0 points

Nov 14, 2014 4:54 PM in response to hymuxier

Same here. Just set it up today, what a bummer

Topped out specs,

Core i7 (4.0 GHz)

24GB RAM (3rd party)

512 GB SSD

Radeon R9-M295X

jimchao1

Level 1

0 points

Nov 14, 2014 7:50 PM in response to nirmalts

I have the same issue with my iMac 5k. Original specs (3.5GHz, 8gb ram)

on top of the mouse goes to basic mode, I notice when watching netflix video, the video skips in black frames every 7 seconds or so. This only happens when the mouse goes to basic function.

Nov 14, 2014 9:26 PM in response to nirmalts

Same issue here. With a full featured 5K.

After I did not use the system for a week (holiday) the mouse stopped working at all, also a reboot did not recover the function

my trackpad is not found at all (keeps searching) , So it seems that there are more issues than just not recognizing the mouse as a magic mouse

Powering off and remove the system from AC did bring the mouse back including the magic mouse functions, Of course until it falls a sleep again

I also have the same issue with the brand new mac mini also full featured

Aszerp

Level 1

0 points

Nov 15, 2014 3:51 PM in response to nirmalts

I have the exact same issue and I have had my new 5k iMac for 5 days.

Not only do all "magic" functions of the mouse fail, but the bluetooth keyboard misbehaves as well. All of the Function keys change functions, i.e. the volume buttons switch between spaces/dashboard and the brightness buttons do nothing.

I called Apple and after a hefty wait time I was guided through the SMC reset procedure (unplug, remove batteries, restart), which worked. However, the next time the iMac woke from sleep, the problem returned. I will NOT be jumping through a bunch of testing hoops for them and wasting my time for something they need to fix.

This is ridiculous. For $2500, this computer should work flawlessly and not have such a basic defect. I am considering returning it.

bsassani

Level 1

4 points

Nov 15, 2014 7:05 PM in response to Aszerp

I found a temporary solution to this for now. I turned off the powersave mode for the computer and I've had no issues for 3 days. I'm just going to keep doing this until the patch for it comes out... which will hopefully be soon.

Nov 16, 2014 7:40 PM in response to nirmalts

I have been talking to a friend in Florida who has bought a maxed out 5k Retina and has no problems whatsoever with issues that I have experienced and has tested a few links I sent him that cause me immediate problems. Not so on his 5k Retina.

My issues are thus:

1. Magic Mouse losing scroll function after sleep.

2. About 50% of videos (Vimeo, Youtube, FB etc will not play full screen - it blacks out.

3. Processor seems to labour for even simple tasks like web site slide show, or watching a movie. This is indicated by the fan immediately switching on.

4. SMPT does not function for several eMail accounts.

Upon migrating my complete Retina content via Time Machine to my standard 27 inch iMac, all these problems disappeared.

The one major thing that is different in the machines my friend in Florida and I own, (we both have i7, 32GB RAM, 4GB Video, 3TB Fusion drives) is the mains voltage and frequency. Here in the UK and Europe we have 230v at 50Hz whereas the USA has 110v at 60Hz. I don't thing voltage would change anything, but frequency might well be a factor.

Therefore it would be interesting to know what voltage and frequency is being used by commenters in this post. Are we all in Europe or are USA users also experiencing the same issues?

iMac 2014 5K Bluetooth Trackpad Problem after sleep