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jstinehelfer
jstinehelfer, Mac Support Specialist
Category: Mac
Satisfied Customers: 647
Experience:  A+ Comptia Certified computer repair
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Hi, I have a macbook pro 13 early 2011 with Lion (10.7.5)

Resolved Question:

Hi, I have a macbook pro 13'' early 2011 with Lion (10.7.5) . I also have a thunderbolt display 27'' (one of the first).
So here is my problem: I have been using them together for at least a year with no difficulty. When the display was connected to the laptop, the audio played from the TB display, the image was displayed on the TB display.

But ... yesterday morning, my computer went to sleep and the TB display would not wake up. After disconnecting and reconnecting the TBD was able to display an image, but the sound outputs of the TBD were not recognized (in system preferences/ sound) and TBD would not play.

so, I put my laptop to sleep, restarted it, shut it down, nothing would work.
Then I tried Command + Option + P + R at boot and it worked... but now, this morning, it just doesn't work anymore.
Any suggestions? Any explanations for this behaviour? Any solutions?

Thanks
Submitted: 2 years ago.
Category: Mac
Expert:  jstinehelfer replied 2 years ago.

jstinehelfer :

Hello, My name is XXXXX XXXXX I am an expert with JustAnswer.com. Thank you so much for using our services. I am sorry your having trouble today and understand your frustration. Hopefully we can resolve your problem together.

jstinehelfer :

Good Morning

Customer:

Hi

jstinehelfer :

This seems to be a known issue that Apple is aware of but has not made a permanent fix

jstinehelfer :

This is what I am reading up on with many others having the same symptoms as yourself

jstinehelfer :

Looks like a bunch of temp fixes to the problem but I have not come across the permanent fix yet but still have to read the last page of this thread

jstinehelfer :

Are you getting any display and no sound or both?

Customer:

Yes, it seems to be the same problem, I will try the suggested solution.

jstinehelfer :

I will stand by while you try and see if you can get this going

jstinehelfer :

Welcome Back

Customer:

It does not work!

jstinehelfer :

which solution did you try

Customer:

(the shift control option power)

Customer:

. Shut Down your laptop


2. Unplug Display(both power and thunderbolt connection) for 15 sec or so


3. Press & Release Shift+Control+Option+Power


4. Wait for 15 sec or so


5. Plug back display and power


6. Power

jstinehelfer :

Try unplugging the power from the monitor only. Wait a minute then plug the power back in to the monitor. Keep the Mac on through this process

jstinehelfer :

Ok

Customer:

Ok.

Customer:

It does work

Customer:

Let me just try to put it to sleep and see if that works too.

jstinehelfer :

awesome news

Customer:

So, if the laptop goes to sleep, it doesn't work when it wakes.

Customer:

Does that mean I have to unplug for one minute each time?

jstinehelfer :

It sounds like it

jstinehelfer :

It is a problem that Apple never made a solution for

jstinehelfer :

You have done all your updates correct?

Customer:

I have. And isn't it odd that it took one year for that problem to show up?

jstinehelfer :

I would have to agree with you. I think it has to do with Sleep mode and the USB ports not sending out a signal to re detect what is plugged in

jstinehelfer :

Let me see if I can come up with more solutions

Customer:

Ok.

jstinehelfer :

Are you using the same port you have always used with the TB display?

jstinehelfer :

Have you added any other devices since then?

Customer:

Yes.

Customer:

No

Customer:

Is it a TBD problem or a laptop problem?n

Customer:

I have Lion on my laptop (latest version)

jstinehelfer :

And your connecting the TB straight to the laptop correct? No USB hubs or etc

Customer:

correct

jstinehelfer :

My logical answer is for some reason when the computer wakes back up it is not detecting what is connected via USB. So when we turn the power off the TB display for a minute then plug it in then it tells the USB port hay I am here.

Customer:

By USB do you mean TB of am I missing something?

jstinehelfer :

no the port the TB is plugged in to on your computer

Customer:

Ok.

jstinehelfer :

Here is an Idea

jstinehelfer :

and I want you to test it and see if it works. It will also go with our theory

Customer:

Ok

jstinehelfer :

Before closing the laptop to go to sleep how about unplugging the TB display from the computer

jstinehelfer :

put the computer to sleep

jstinehelfer :

wake the computer up

jstinehelfer :

plug the TB display back in to the laptop

jstinehelfer :

see if it works

Customer:

Ok

Customer:

Yes, it works!

jstinehelfer :

That is a little faster to deal with the problem then

jstinehelfer :

for some reason the TB is not being detected on wake up

jstinehelfer :

after reading a lot of threads on this same issue most people have exchanged their TB display for a new one

jstinehelfer :

then the problem would go away

jstinehelfer :

I noticed that people had their logic boards replaced but the problem still was there.

jstinehelfer :

So by reading threads they blame the TB

jstinehelfer :

I am sure your TB is not under warranty any more correct?

Customer:

It's been more than a year and I didn't take any special guarantee.

jstinehelfer :

sometimes if it is not to long past the year they might extend the warranty

jstinehelfer :

Like in the 13 or 14 month

jstinehelfer :

I am reading this thread now.

jstinehelfer :

It looks like the macbook pro fix for this came in 10.8.1

Customer:

Mountain Lion?

jstinehelfer :

yes

jstinehelfer :

but I am still reading where people had to replace the TB to fix the issue

jstinehelfer :

so it is a toss up

jstinehelfer :

here is a try

jstinehelfer :

Click the "Apple" menu and click the "System Preferences" entry in the list. Click the "Energy Saver" option. Slide the "Display Sleep" switch to the amount of minutes you want the computer to wait before putting the computer to sleep. Drag the "Computer Sleep" slider to the "Never" position.

jstinehelfer :

but this will tell your computer to not sleep

jstinehelfer :

but if you close your lid the display should go blank

jstinehelfer :

I know I can only give you work arounds for this. There is no true fix other than trying a different TB display which in most threads I have read was the only true fix

Customer:

So the computer will never go to sleep, will the display go to sleep?

jstinehelfer :

You will have to test it.

jstinehelfer :

The only thing I was trying was to keep the ports that the TB display is plugged in to active instead of them going to sleep

Customer:

By waiting?

jstinehelfer :

Change the power settings like above then close your lid and see what happens

Customer:

Ok

jstinehelfer :

The AppleCare Protection Plan can be purchased only while your Apple Display is still covered under the standard one-year limited warranty

Customer:

Ok, I am not sure what the word lid means. But I have put the screen of my laptop in contact with the keyboard, and the TB display went blank, then it went to life with the resolution 1280 * 720 (my laptop's resolution). However, the audio kept working.

jstinehelfer :

so that is out of the question. I just looked that up on the apple website

jstinehelfer :

so the TB stayed active which defeats the purpose of sleep

Customer:

yes

jstinehelfer :

So your options are go with this setting or unplug the TB before putting the laptop to sleep. Then wake the computer and plug back in the TB

jstinehelfer :

I have one last idea on this

jstinehelfer :

First put your power options back to normal the way they was

jstinehelfer :

Shutdown the computer

jstinehelfer :

unplug the power adapter

jstinehelfer :

Take out the battery

jstinehelfer :

hold the power on button for a minute

jstinehelfer :

this will drain all power out of the unit

jstinehelfer :

then put the battery back in and plug the power adapter back in

jstinehelfer :

Turn on the computer

jstinehelfer :

Then test the sleep function with the TB display as before and see if this makes it go back to the original way

jstinehelfer :

Dont do the unplug TB from computer keep it plugged in and see if it wakes up when the computer wakes up

jstinehelfer :

My goal is to reset the Power Management Chip

Customer:

How do I take out the battery?

jstinehelfer :

On the underside of the laptop do you see where you can eject the battery

jstinehelfer :

or is yours built in

jstinehelfer :

I just looked it up and yours is built in sorry

jstinehelfer :

At this point it seems the best is to just unplug the TB before putting the computer to sleep

jstinehelfer :

then wake it up and plug in the TB

Customer:

Even with the "never let the computer sleep", it seems whenever the display goes to sleep, the problem shows up.

jstinehelfer :

so it seems to point more towards the TB display then the port on the laptop

Customer:

trying again to make sure.

jstinehelfer :

http://support.apple.com/kb/DL1453 Thunderbolt Display firmware update 1.1

Customer:

Ok, it seems that as long as music is playing while the TB display goes blank, there is no problem

jstinehelfer :

the music is probably keeping the port alive

jstinehelfer :

it is when the port goes to sleep that the TB is not say hay I am here when the computer wakes back up

jstinehelfer :

I wonder if the firmware update might fix this issue

Customer:

I am pretty sure I have already applied it, but let me try.

jstinehelfer :

Ok

Customer:

Yep, the installer told me "your display does not need this update

jstinehelfer :

Well I am out of idea's as a permanent fix

jstinehelfer :

I can only give you the work around fix for it

Customer:

does the computer go to sleep while music is playing?

jstinehelfer :

Not until the music is done playing

jstinehelfer :

and inactivity after a certain time

Customer:

Ok, does it work even when the sound level is zero?

jstinehelfer :

I would say if the music is playing and the sound level is zero then it should stay active

Customer:

Ok, I think I can live with that.

jstinehelfer :

I am sorry we could not come up with a total fix. This one is in Apples court to come up with a fix

jstinehelfer :

At least we have a few work arounds though

jstinehelfer :

If you are satisfied with my help please take the time and give me a good service rating. If your not satisfied please ask for more help if needed. I would be glad to answer any follow up questions you might have.

jstinehelfer :

I wish you and your family and Happy Holiday this season.

Customer:

Alright. Thank you for your help.

jstinehelfer, Mac Support Specialist
Category: Mac
Satisfied Customers: 647
Experience: A+ Comptia Certified computer repair
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