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JackTwist

macrumors member
Original poster
Aug 22, 2015
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44
I'm experiencing an intermittent issue and am curious if anyone else has seen or heard of the same issue occurring. I have the 2019 15" MacBook Pro refresh model, with 32gb RAM and Vega 20 graphics. A few months after owning, I noticed that the bottom frame on one side was clicking upon touching or moving the laptop. I took the device in stores and the battery was checked, but everything was fine. This may not be any way tied to the actual issue.

Occasionally while working on the computer, it would randomly go to sleep. It would come back away pretty quickly to whatever I was working on. I didn't think much of it at the time. Three weeks ago, while checking only email and with 27% charge, the computer went to sleep. I clicked the keyboard and power button with no response. After waiting a minute and trying again, the system responded after tapping the trackpad. Onscreen appeared a dead battery/charge icon. I plugged the power cord in and the system came right back on with 27% charge. I decided to run a quick backup and while doing so, the system kept going to sleep. When I moved the mouse, it would make the charge DING sound and continue the backup. It was almost as though the computer was not recognizing the charger being plugged in.

At this, I called Apple and they had me take the device into the store. Battery and voltage tests were run with no results. The laptop was then sent to the repair facility. Throughout the week, I received various updates and requests for more information. The issue could not be reproduced. I received my laptop back again with the only change made being a system re-install. On Saturday, while working with over 50% battery, the computer again went to sleep suddenly. It came back up after clicking various buttons about a minute later. I called Apple support and they have run some remote diagnostics with a plan to get back in touch later this week. The representative I spoke with was incredibly helpful and understanding since I am a video editor and cannot be without my money maker for long.

Has anyone experienced anything else like this? If so, perhaps I can provide some more information to Apple.

Update: Occurred again today when the battery was at around 10% charge. Computer went black. Received the dead battery warning. Plugged in and system came back from hibernate within a few seconds stating it was still at 10% charge. This is so far the lowest battery percentage I have seen the issue appear at.
 
Last edited:

barbu

macrumors 65816
Jul 8, 2013
1,262
1,051
wpg.mb.ca
Not much to add here except be polite and persistent with Apple support and angle for a replacement. There is certainly something wrong with the machine, and as you say, this thing is supposed to be a money-maker for you. So play up the time-is-money angle, just be suuuuuper polite. No demands, no exasperation. Ask to escalate if you feel you are getting the run-around on the phone. But always always always, be nice.
 

JackTwist

macrumors member
Original poster
Aug 22, 2015
85
44
Not much to add here except be polite and persistent with Apple support and angle for a replacement. There is certainly something wrong with the machine, and as you say, this thing is supposed to be a money-maker for you. So play up the time-is-money angle, just be suuuuuper polite. No demands, no exasperation. Ask to escalate if you feel you are getting the run-around on the phone. But always always always, be nice.
I really appreciate the information and advice. I haven’t had any specific expectations at this point outside of hoping for a cause and solution. The reason for my post was a means to help self-diagnose. Being without the laptop again for a week or more can be quite challenging for my job, so I’m hoping the second round of diagnostics will prove successful. I guess the one good thing about the issue occurring more frequently is that I’m not crazy! So far, the senior repsentative has been extremely helpful and I look forward to our follow up tomorrow.
 
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pshifrin

macrumors 6502a
Mar 14, 2010
516
386
@JackTwist What was the outcome of this? Very similar issue on my 2019 15. Your exact symptoms but at 61%. Did SMC & NVRAM resets, even did a wipe and reinstall with nothing but cinebench to run down the battery and coconut battery. Coconut fluctuates between 57 and 87 health with just 49 cycles. Can‘t use it for more than a few seconds without it going to sleep. Genius bar tomorrow...
 

smirking

macrumors 68040
Aug 31, 2003
3,741
3,716
Silicon Valley
My wife was having something that was very similar to this issue on my old 2012 Unibody MBP. I gave her that laptop when I moved on to a 2016 MBP. I put a new battery in it before passing it along and shortly thereafter she reported that it would just randomly go into deep sleep on her. We weren't able to identify any rhyme or reason why it was happening. I scoured the system logs for sleep triggers and found nothing.

My leading hypothesis is that there was a battery issue and spikes in power drain were causing it to go into emergency sleep, but the thing that blows a hole in that is that doing something that would push the computer didn't cause it to go into deep sleep. It would just randomly do it about once a day on the average. It never seemed to do it while idle though. It always happened while you were actively using it.

The battery checked out ok the entire time that this was happening. Recently, I checked the battery again and it's severely degraded. It went from 99% capacity to 40% capacity in a very short time so there's a fair chance that it may have been a battery issue all along. We never actually figured it out. I've since picked up a MBA for her.
 

JackTwist

macrumors member
Original poster
Aug 22, 2015
85
44
@JackTwist What was the outcome of this? Very similar issue on my 2019 15. Your exact symptoms but at 61%. Did SMC & NVRAM resets, even did a wipe and reinstall with nothing but cinebench to run down the battery and coconut battery. Coconut fluctuates between 57 and 87 health with just 49 cycles. Can‘t use it for more than a few seconds without it going to sleep. Genius bar tomorrow...
After additional remote diagnostics were performed, my senior technical advisor called me and stated they had located the issue. Essentially, the battery was not pushing enough voltage, causing the computer to go into hibernation or think the battery was dead. This wasn't due to any specific aggressive function (like video editing) as it occurred whether checking email or opening Final Cut Pro on battery. Either way, it should not be occurring on a machine designed for power/pro users. I was told to return it to the store for repair. This is most likely what is happening with your machine as we have the same model.

I was hoping my repair would have been easy, but it wasn't. The top lid, keyboard, trackpad, and battery were all replaced (as this is one unit). Upon receiving, the lid popped and clicked whenever opening or closing. It almost seemed like it would break the frame. The store took the laptop to the back of the store and I waited around 40 minutes for it to return. It again clicked when opening or closing, though a bit more intermittent. The representative took it to the back of the store again and about 30 minutes later, I received a call that a part would have to be replaced on the unit to fix the issue. I was able to take my laptop with me but now have to return another time for a repair. This will be my third time turning in the computer in a month and fifth trip to the store.
 
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barbu

macrumors 65816
Jul 8, 2013
1,262
1,051
wpg.mb.ca
After additional remote diagnostics were performed, my senior technical advisor called me and stated they had located the issue. Essentially, the battery was not pushing enough voltage, causing the computer to go into hibernation or think the battery was dead. This wasn't due to any specific aggressive function (like video editing) as it occurred whether checking email or opening Final Cut Pro on battery. Either way, it should not be occurring on a machine designed for power/pro users. I was told to return it to the store for repair. This is most likely what is happening with your machine as we have the same model.

I was hoping my repair would have been easy, but it wasn't. The top lid, keyboard, trackpad, and battery were all replaced (as this is one unit). Upon receiving, the lid popped and clicked whenever opening or closing. It almost seemed like it would break the frame. The store took the laptop to the back of the store and I waited around 40 minutes for it to return. It again clicked when opening or closing, though a bit more intermittent. The representative took it to the back of the store again and about 30 minutes later, I received a call that a part would have to be replaced on the unit to fix the issue. I was able to take my laptop with me but now have to return another time for a repair. This will be my third time turning in the computer in a month and fifth trip to the store.


I would have definitely (gently) insisted on a replacement at that point. I hope you get it straightened out at least, and end up with a machine that works to your satisfaction.
 

pshifrin

macrumors 6502a
Mar 14, 2010
516
386
@JackTwist Just got laptop back from service. They replaced the logic board, top case & battery and Touch ID. Ironically getting a new keyboard without this unit ever having any keyboard issues.
 

JackTwist

macrumors member
Original poster
Aug 22, 2015
85
44
@JackTwist Just got laptop back from service. They replaced the logic board, top case & battery and Touch ID. Ironically getting a new keyboard without this unit ever having any keyboard issues.
They replaced all of the same items except for the logic board. I got my computer back yesterday after the 2nd repair needed to fix the antenna module broken from the first repair. The computer was clicking and popping when opening and closing.

Question for you: does you computer frame click when you open and close the lid? It’s still doing this after the 2nd repair and I don’t know at this point if this is normal or not.
 

pshifrin

macrumors 6502a
Mar 14, 2010
516
386
They replaced all of the same items except for the logic board. I got my computer back yesterday after the 2nd repair needed to fix the antenna module broken from the first repair. The computer was clicking and popping when opening and closing.

Question for you: does you computer frame click when you open and close the lid? It’s still doing this after the 2nd repair and I don’t know at this point if this is normal or not.

Nope, good as new! We have a 2016 15 inch in the office that clicks and pops like crazy though.
 

JackTwist

macrumors member
Original poster
Aug 22, 2015
85
44
Nope, good as new! We have a 2016 15 inch in the office that clicks and pops like crazy though.
I hate to be that person, but I'm going to contact support again. It feels like it's going to cause damage to the hinge, screen, or frame over time with the way it grinds as it opens or closes. It did not do this prior to my repairs. Thank you for the response.
 
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