AppleCare won't acknlowledge core shutdown.

Discussion in 'MacBook Air' started by 173080, Jun 26, 2008.

  1. 173080 macrumors 6502

    Joined:
    Aug 15, 2003
    #1
    For a while I had been running my Macbook Air at 800Mhz with CoolBook without any core shutdowns or crashes. It was only until recently that I decided that I needed the speed so I set it back to its normal speed.

    I noticed that the MBA can't take high cpu or graphics load because it shuts down one core and slows the other one dramatically. I use this computer for work and I can't do anything without a core shutdown. Even watching a movie will trigger a core shutdown. A video conference in iChat is enough to make it become useless.

    I called AppleCare and sent it in and now they're telling me that the "technicians cannot replicate the issue", which is crap because it definitely overheats. So now they're telling me that there is nothing wrong with the computer and they want to send it back unrepaired.

    I also noted a loud beeping noise that the computer sometimes makes and the technicians completely disregarded the issue.

    This is ridiculous because I'm not asking more from this computer than the specifications provided by Apple clearly state. I'm not overclocking it or running it at over 100% of its capacity. It should be able to handle 100% of its stated capacity.

    If this is normal for the Macbook Air then they should have clearly stated when I bought it "this computer is only fast for two minutes" or "this computer is only meant for light use".

    I can't even watch a movie rented on iTunes when Apple clearly suggests it as the way to watch movies on the Macbook Air.
     
  2. NorCalLights macrumors 6502a

    Joined:
    Apr 24, 2006
    #2
    Can you bring your laptop into a store and replicate the issue for a Genius face-to-face?

    Also, how were you changing the speed of your processors? I didn't know that was a supported feature of the MacBook Air.
     
  3. 173080 thread starter macrumors 6502

    Joined:
    Aug 15, 2003
    #3
    The closest Apple store is a 7 hour drive away.

    I was changing the processor speed with CoolBook. At full speed I get a core shutdown with CoolBook enabled or disabled.
     
  4. Grizzly Adams macrumors member

    Joined:
    May 20, 2008
    #4
    That is the problem. Apple has been saying that they can't replicate the problem even though it is apparent when you are trying to use it like you should be able to. I haven't had it be too much of a problem. The only times that i will get core shutdown is when I am watching a movie or any web streamed extended video (10+ minutes) on my bed or if it is very warm outside.

    The problem though is that i try to stay away from youtube if I can just to not have to deal with the problems that come with it. This should not be a problem. I think that if Apple really owned up to the problem, they would have to do a lot of work on a lot of MBAs and simply would rather not.

    I have read of some members really fighting to get a solution and have gotten hit or miss answers. I think that it is just something that most people will live with and give up on especially when Apple says that they can't see the problem.
     
  5. dibara2003 macrumors 6502

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    Aug 18, 2007
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    Hawaii!
    #5
    well, my store called it a feature of the chip...
     
  6. Phil A. Moderator

    Phil A.

    Staff Member

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    Apr 2, 2006
    Location:
    Shropshire, UK
    #6
    I'd try being persistent with them as it clearly isn't working to spec: I regularly watch movies on my MBA streamed from my main iTunes library and never have a problem - something's not right with yours...
     
  7. 173080 thread starter macrumors 6502

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    Aug 15, 2003
    #7
    They just sent it back without repairing it.

    I should be receiving a useless computer monday.:rolleyes:
     
  8. mark34 macrumors 6502a

    Joined:
    May 18, 2006
    #8
    Mine was sent in (see earlier threads). they claim they replicated the core shutdown and replaced the logic board. My Air works better. It seems to me that I ONLY get core shutdown from running video that is not either in quicktime or iTunes. WMV files quickly cause core shutdown. I keep fiddling with flip4mac settings. I would get rid of it, but then how do you deal with so many audio formats?
     
  9. queshy macrumors 68040

    queshy

    Joined:
    Apr 2, 2005
    #9
    Typical apple-style to not acknowledge super widespread problems for long periods of time (remember the yellow screens on the MBPs that still seem to exist?)
     
  10. OasisNYK macrumors 6502

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    Nov 29, 2004
    #10
    So what exactly does applecare cover and is it worth it?
     
  11. 173080 thread starter macrumors 6502

    Joined:
    Aug 15, 2003
    #11
    Well I got my Macbook Air back with a note from the technicians saying that they could not reproduce the issue. They supposedly ran the yes > /dev/null command in Terminal to test the cores which is a lie because it would have been in the Terminal's history. I'd be surprised if they even looked at my computer at all before shipping it back.

    It will only run at 1.6Ghz for a couple of seconds. This is ridiculous.
     
  12. jackfrost123 macrumors 6502

    Joined:
    Jun 11, 2008
    #12
    This is some godawful behaviour they better be rushing mba 2 in quickly and responding in positive way to people's real and serious problems or they'll surely get that marketshare they gained eroded very, very quickly .:mad:
     
  13. 1rottenapple macrumors 65816

    Joined:
    Apr 21, 2004
    #13
    Man that sucks. I experiecing core shut down as well. Case in point, I had core shut down when I watch the game trailers thing....
     
  14. wordy macrumors regular

    wordy

    Joined:
    Feb 26, 2008
    Location:
    Toronto
    #14
    Yeah, and then you woke up. :rolleyes:

    I got my whole logic board replaced and upgraded (without AppleCare) by demonstrating a core shutdown to a genius. It isn't hard, you just need to get off your ass, go make an appointment, and resolve not to take no for an answer.

    Anyone that would let a genius tell you shutdowns are a "chip feature" and leave it at that deserves to have a ****** computer that doesn't work anyhow - it's modern day natural selection.
     
  15. David G. macrumors 6502a

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    Apr 10, 2007
    Location:
    Alaska
    #15
    Email Steve Jobs and tell him they flat out lied to you. That should get some peoples attention.
     
  16. heatmiser macrumors 68020

    Joined:
    Dec 6, 2007
    #16
    Indeed. I don't get how people manage to simultaneously hold the ideas that Apple is superior in hardware and quality while living daily with chronically defective hardware from the very same company.
     
  17. 1rottenapple macrumors 65816

    Joined:
    Apr 21, 2004
    #17
    So can anyone have linked files to use (flash vids) that cause core shutdowns? What happens if the "genius" does say something to effect that it can't be fix, or gives the run around? Should I speak to a manager?
     
  18. Sesshi macrumors G3

    Sesshi

    Joined:
    Jun 3, 2006
    Location:
    One Nation Under Gordon
    #18
    It's not just flash videos, but you can get it the CPU to go into self preservation mode in all sorts of scenarios. Sustained writes even to the SSD as well as of course warmish ambients - in my experience, 26C+ - can trigger the problems as well.

    As far as I can figure out it is a combination of ambient temps, the chipset load (i.e. heavy peripheral I/O) and IGP activity. I don't believe at this point in time that most of the freezes/core shutdowns stems directly from CPU itself as a culprit - I think it's just that the CPU is being affected by the heat around it in that the chipset and IGP isn't being cooled properly.

    There's no point postulating this to Geniuses because they don't know. Hell - they always have a different answer for my battery problems. All I can do is to write down the symptoms in as much detail as possible and send it off yet again.

    Me, I'm just going to keep sending both Airs back in rotation until a) I tire of it b) OSX86 works as well on a TZ or an Envy or c) they actually fix it
     
  19. jackfrost123 macrumors 6502

    Joined:
    Jun 11, 2008
    #19
    Do you have any more crap or say or is that it? I got members of my family who couldn't tell a "core shutdown" from a fried egg, does that mean they have to be lied to? Should everyone be computer savvy? When you take your car for a service do you want the car mechanic to lie to you in areas where you can't challenge them because of your ignorance.

    The "chip feature" response is infuriating and it's also a flat out lie, that shouldn
    t be played on the backs of people who wouldn't tell the difference. Ppppllleeeassse.
     
  20. Dmac77 macrumors 68020

    Dmac77

    Joined:
    Jan 2, 2008
    Location:
    Michigan
    #20
    Although I don't have a MBA, that is absolutely unacceptable, you guys are paying $1800+ and you are getting computers that only run at half their quoted clock speed.

    Also, this reminds me of the time that I was told by some Verizon tech that my Cell phone wouldn't work anywhere in the city I live in, because there were leaves on the trees, and that it's normal for cell phones not to work around trees with leaves on them.

    Well anyways, Apple needs to get their @sses in gear and admit that their Computers have major flaws.

    Don
     
  21. 173080 thread starter macrumors 6502

    Joined:
    Aug 15, 2003
    #21
    I called Apple and this time I was transferred to a product specialist. He was very helpful and noted down the problem in minute detail and with significant information this time under a variety of conditions. I was on the phone running tests and checking temperatures and CPU activity for over an hour.

    At its worst I'll have one core running at 800Mhz and the cursor skips. That's 25% of the advertised speed.

    The notes will be forwarded to an engineering team for review.

    Before I was transferred to the product specialist I asked if I had an isolated issue (of course I know it isn't) and she told me that it is a known problem at Apple and that they're working on a fix either through a software update (doubtful) or a hardware repair.
     
  22. rageboi macrumors newbie

    Joined:
    Jul 2, 2008
    #22
    I have been visiting the Macromours site for some time now but have never joined or posted.

    I too HAD this problem. After I was given the run around by a 'genius' who insisted that the core shutdown was normal and was happening to protect the core from overheating and 3 repairs later. (Logic Board, Heat Sync and CPU) were all changed and the problem was still occurring I got the store manager involved who was most helpful. He read through the machine service history and asked for one last chance to repair the problem. I left my laptop with him and he called 2 hours later to ask me to pick it up. Alas, the problem still existed.

    I provided Apple with screen shots of from activity monitor showing all processes and CPU usage to prove that the machine was not being overloaded by CPU intensive apps.

    My machine was swapped after a few heated discussions and I now have a perfect MBA. No core shutdowns, no overheating. I can watch flash video, itunes potcasts, play second life all with no issues!!

    Demand a replacement once you have given the evidence and allowed them a chance to repair.!

    Good Luck!!
     
  23. Sesshi macrumors G3

    Sesshi

    Joined:
    Jun 3, 2006
    Location:
    One Nation Under Gordon
    #23
    Is there any way I can conclusively prove this (and power/battery charging and potential life issues) in front of these guys? I've had the same 'say anything to fob them off experience' from the Geniuses and Applecare has also come back 'no problems'. Yet sitting doing stuff, it is clear the problems are there.

    I have the jerking / core shutdown issues on both my Airs especially now that I'm using them in higher ambient temps in the Mediterranean. And I've never got 5 'wireless productivity' hours on either machine, ever. 4.5 tops, and that's with absolute ekeing and no 'wireless productivity'.

    As I put, now that I have two I can just keep on sending them back indefinitely until they cave and wave their magic wand for a 'good' replacement (as the newer spare is not much better), but this is frankly a complete waste of my time.

    Applecare is hopeless and although the Geniuses are very nice, I'm already in a bad mood because I've had to take half a day out of my time to go to the store and they just don't know what to say. I've had "Oh it's because the wattage is too low" (well why sell 45W PSU's then you <expletive deleted>?), "it's a new type of battery" (My X300 nor any of the other machines which use LiPol's don't take this <expletive deleted> long), or just "it's the way it's supposed to be" (well <expletive deleted> you too).

    I would like to avoid headlines such as "Super Irate Man Unaffected By Jobs Distortion Field Finally Snaps And Decapitates Very Nice But Clueless Genius With Thinnest Notebook, Apple's Macbook Air".

    Any pointers?
     
  24. 1rottenapple macrumors 65816

    Joined:
    Apr 21, 2004
    #24
    I'll take the screen shot advice. I think after the forth. All of us MBA air heads should organize and on a given day, take our airs to the apple store to be "fixed."
     
  25. OllyW Moderator

    OllyW

    Staff Member

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    The Black Country, England
    #25
    If I saw those headlines in the news, I would instantly think of you :D
     

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