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MacBook Pro Screen/GFX Card Problem  
User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Posted (12 months 3 days 4 hours ago) and read 1921 times:

Screen issue on my 15 inch Mid-2012 Non-Retina HD MacBook Pro. Occurs after entering password to wake up from sleep. Generally happens once every 2-3 weeks, though it has happened on consecutive days once. Attempted fixes as recommended/performed by Apple Store Geniuses have included an operating system reinstall, changing sleep/wake settings, and a complete hard drive wipe/Time Machine restore.


First half of the video below shows the glitch in general, second shows what happens when the "New Screen Recording" window is opened in Quicktime. Note that the recording doesn't need to be starting for the glitch to be temporarily fixed. I'm sure this gives some indication to where in the software/hardware chain the problem is occurring, but I don't have the experience and I can't find anything about this specific glitch on the internet. I didn't know of the Quicktime "fix" when I brought the computer into the store.


http://www.youtube.com/watch?v=WpSf8qiRa30


Basically looking for any information I can get. I don't have easy access to an Apple Store, but I will be able to stop by one for no more than an hour or two about three weeks from now. Ideally I'd try a complete wipe and run the computer as close to blank as possible, but because I need the computer for school/work, and the glitch may not occur for over a month, I find that unfeasable unless no other option is found. The last Genius I took the computer to indicated that if the wipe/TM restore didn't fix the issue, the next step would be to send it off to Apple for diagnostic tests. How does this process work? Can I leave the computer at a store to be shipped off, then have it sent to my home address when tests are complete?


Thanks everyone.


Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
19 replies: All unread, jump to last
 
User currently offlineTheRedBaron From Mexico, joined Mar 2005, 2154 posts, RR: 8
Reply 1, posted (12 months 2 days 20 hours ago) and read 1885 times:

Go to apple, ask them to exchange both the Logic board and the screen, They must use a online test called MRI and they can check it, also show them your video. Normally I would ask for the Display, but sometimes both need to be exchanged, BE POLITE, offer all the info and tell them that you already have had some fixes and you have come back to square one.

Let me know how it goes, but I am almost certain that the MLB or the screen are at fault... maybe both.

TRB



The best seat in a Plane is the Jumpseat.
User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 2, posted (12 months 2 days 20 hours ago) and read 1884 times:

Thanks TRB. I ran the Apple Hardware Test http://support.apple.com/kb/PH11342 today and it didn't turn up anything. Also went into energy saver settings and told the computer to run on the graphics card all the time when plugged in, as opposed to switching back and forth. Just trying to find something that may give any additional information.


Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently offlineFlighty From United States of America, joined Apr 2007, 8199 posts, RR: 3
Reply 3, posted (12 months 2 days 9 hours ago) and read 1857 times:

The 2012 15 inch machines have video board problems. My colleague had a lot of red dots appear on the screen sometimes. The ONLY way to address it was to send it away for approx 1-2 weeks. Point is, to let them solve the issue, you need to physically give them the computer, no way around that. You can't expect a technician to fly to you.

User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 4, posted (12 months 2 days 1 hour ago) and read 1824 times:

Thanks Flighty. Good to hear that you've seen a similar issue. I've seen many video of assorted screen problems with the retina MacBook Pro, but nothing on the non-retina like mine is. Also never seen a video of a screen issue that looks like mine, on any computer.

Quoting Flighty (Reply 3):
Point is, to let them solve the issue, you need to physically give them the computer, no way around that. You can't expect a technician to fly to you.

That's fine, I wasn't expecting that. Just wanted to make sure that I could drop it off at the store in person and have it shipped back to me after it's been fixed/replaced rather than having to pick it up in store.



Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently offlineBraniff747SP From United States of America, joined Oct 2008, 2915 posts, RR: 1
Reply 5, posted (12 months 2 days 1 hour ago) and read 1820 times:

Quoting Kaphias (Reply 4):
That's fine, I wasn't expecting that. Just wanted to make sure that I could drop it off at the store in person and have it shipped back to me after it's been fixed/replaced rather than having to pick it up in store.

Not sure about that, but they should be able to. If they pose any problems call up AppleCare.

You can also call AppleCare (1-800-275-2273) and ask for them to ship you a box. You'll send the computer to them and they'll send it back, alleviating the need for a Genius Bar visit.



The 747 will always be the TRUE queen of the skies!
User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 6, posted (12 months 21 hours ago) and read 1796 times:

Quoting Braniff747SP (Reply 5):
You can also call AppleCare (1-800-275-2273) and ask for them to ship you a box. You'll send the computer to them and they'll send it back, alleviating the need for a Genius Bar visit.

Didn't know about this, good to hear. Will be useful in case they can't get it fixed first go. Thanks!



Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently onlineCaliAtenza From United States of America, joined Dec 2006, 1481 posts, RR: 0
Reply 7, posted (11 months 4 weeks 1 day 23 hours ago) and read 1770 times:

Quoting Flighty (Reply 3):

The 2012 15 inch machines have video board problems. My colleague had a lot of red dots appear on the screen sometimes. The ONLY way to address it was to send it away for approx 1-2 weeks. Point is, to let them solve the issue, you need to physically give them the computer, no way around that. You can't expect a technician to fly to you.

I thought they had fixed all of that. My 2007 MBP's video card/mainboard went kaput a couple of years back. I was India, i thought i couldnt get it fixed. Luckily Apple had a worldwide service directive for the video card so i schelped it to the local Apple store and had it fixed for free  . Since then i havent had any problems, but apparently it really cant be fixed anyways.


User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 8, posted (11 months 3 weeks 6 days 22 hours ago) and read 1725 times:

Quoting CaliAtenza (Reply 7):
I thought they had fixed all of that. My 2007 MBP's video card/mainboard went kaput a couple of years back. I was India, i thought i couldnt get it fixed. Luckily Apple had a worldwide service directive for the video card so i schelped it to the local Apple store and had it fixed for free  . Since then i havent had any problems, but apparently it really cant be fixed anyways.

I think this new bout of screen issues appeared with the new retina MacBook Pros, and is probably unrelated to what was happening to your machine. Of course that's what's confusing me with my machine, is the fact that it's NOT a retina MBP and is still having a screen issue. Not the same issue, but still...



Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently offlineBraniff747SP From United States of America, joined Oct 2008, 2915 posts, RR: 1
Reply 9, posted (11 months 3 weeks 6 days 10 hours ago) and read 1708 times:

Quoting Kaphias (Reply 8):
Of course that's what's confusing me with my machine, is the fact that it's NOT a retina MBP and is still having a screen issue. Not the same issue, but still...

They make hundreds of thousands of machines... One can fall through the cracks once in a while.

Luckily, whenever I've had to deal with AppleCare or the Genius Bar they've been excellent and replace everything.



The 747 will always be the TRUE queen of the skies!
User currently onlineCaliAtenza From United States of America, joined Dec 2006, 1481 posts, RR: 0
Reply 10, posted (11 months 3 weeks 5 days 2 hours ago) and read 1673 times:

Quoting Kaphias (Reply 8):

I think this new bout of screen issues appeared with the new retina MacBook Pros, and is probably unrelated to what was happening to your machine. Of course that's what's confusing me with my machine, is the fact that it's NOT a retina MBP and is still having a screen issue. Not the same issue, but still...

Do you have the NVIDIA video chip or the ATI Radeon? That will narrow down the problem i think.


User currently offlineidealstandard From France, joined Apr 2009, 400 posts, RR: 0
Reply 11, posted (11 months 3 weeks 4 days 10 hours ago) and read 1649 times:

Quoting CaliAtenza (Reply 7):
I thought they had fixed all of that. My 2007 MBP's video card/mainboard went kaput a couple of years back. I was India, i thought i couldnt get it fixed. Luckily Apple had a worldwide service directive for the video card so i schelped it to the local Apple store and had it fixed for free . Since then i havent had any problems, but apparently it really cant be fixed anyways.

You're talking about the 2007-2008 Santa Rosa / Penryn NVIDIA chip issue which resulted in a worldwide recall which finished in January 2011. We see about 30-50 of those units a month with that problem, truly awful.


User currently onlineCaliAtenza From United States of America, joined Dec 2006, 1481 posts, RR: 0
Reply 12, posted (11 months 3 weeks 3 days 17 hours ago) and read 1627 times:

Quoting idealstandard (Reply 11):

You're talking about the 2007-2008 Santa Rosa / Penryn NVIDIA chip issue which resulted in a worldwide recall which finished in January 2011. We see about 30-50 of those units a month with that problem, truly awful.

Thats right, i have one of those old Santa Rosa girls. She ran beautiful for years, until one day the screen just started displaying scrambled colors and numbers. I knew what the problem was. She was fixed though and now is running great  . I am on my desktop these days, so i dont use the laptop much...but maybe i should.


User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 13, posted (11 months 3 weeks 3 days 8 hours ago) and read 1615 times:

Quoting CaliAtenza (Reply 10):
Do you have the NVIDIA video chip or the ATI Radeon? That will narrow down the problem i think.

It's the NVIDIA GeForce GT 650M.



Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently onlineCaliAtenza From United States of America, joined Dec 2006, 1481 posts, RR: 0
Reply 14, posted (11 months 3 weeks 2 days 18 hours ago) and read 1602 times:

Quoting Kaphias (Reply 13):

It's the NVIDIA GeForce GT 650M.

Maybe its the NVIDIA problem coming back again on these new ones...best to go to the Apple store and get it checked out though. Do you have AppleCare?


User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 15, posted (11 months 3 weeks 21 hours ago) and read 1562 times:

Quoting CaliAtenza (Reply 14):
Do you have AppleCare?

It's under the one year warranty until early July, which is why I'm a little concerned about it not getting fixed on the first try. If they do end up sending me a completely new computer, as doubtful as that seems, would I get a new one year warranty or would it fall under the old one?



Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently offlineBraniff747SP From United States of America, joined Oct 2008, 2915 posts, RR: 1
Reply 16, posted (11 months 2 weeks 4 days 5 hours ago) and read 1515 times:

Quoting Kaphias (Reply 15):
as doubtful as that seems, would I get a new one year warranty or would it fall under the old one?

Generally, the old one... But if something went wrong you'd probably get it replaced.



The 747 will always be the TRUE queen of the skies!
User currently offlineKlaus From Germany, joined Jul 2001, 21353 posts, RR: 54
Reply 17, posted (11 months 1 week 2 days 7 hours ago) and read 1411 times:

This is very clearly not a display issue but one with or between the graphics processors.

The 15" MBP switches between the CPU-internal ("integrated") and the external GPU to save power at rest but to still provide high performance when needed. For this, the image just generated by the currently active GPU is copied over to the respective other GPU when a transition is made, then the output is switched to the other GPU. If that copying doesn't work properly, the "old" screen content can re-appear after the switch.

It looks as if in your machine that switching back and forth doesn't work properly. And if this happens that way on a freshly installed unit without any weird driver modifications, it can be (at least) one of the following, in descending order of likelihood:

• defective external GPU
• defective internal GPU
• defective graphics RAM
• defective main RAM

And of course a number of other defects further down the line.

You may want to try swapping in other suitable RAM to see if that changes things.

You may also want to select Better battery life under Graphics: in the Energy Saver control panel which disables automatic switching and only uses the internal GPU. If that makes the artefacts go away, it's a pretty strong indication that the external GPU or the communication with it is at fault.

Which will most likely mean the motherboard needs to be replaced.

In order to further examine the cause you can also fiddle with a third-party utility which lets you select which GPU is to be used:
http://reviews.cnet.com/8301-13727_7-20042341-263.html

If things work well if you use only the internal or only the external GPU and the artefacts only occur when automatic switching (the system default) is active, that would allow for manual workarounds but a repair would still be advisable.

[Edited 2013-05-12 09:33:25]

User currently offlineKaphias From United States of America, joined Nov 2010, 288 posts, RR: 0
Reply 18, posted (11 months 1 week 1 day 17 hours ago) and read 1375 times:

Thanks Klaus. Repair was done a week ago, they replaced the logic board. I figure at this point, if it happens again, I'll play with the energy settings as you suggested or wipe the HD and selectively bring some files back over to reduce the change of it being as software issue, per Apple's recommendations.


Flown on: C150, C172, C206, Beaver, Otter, Jetstream 32, Q400, CRJ7/9, E135/40/45, A320, B732/4/7/8/9, B744, B752, B763
User currently offlineKlaus From Germany, joined Jul 2001, 21353 posts, RR: 54
Reply 19, posted (11 months 1 week 1 day 9 hours ago) and read 1360 times:

You're welcome. But with a new logic board I would not expect the issue to appear again.

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