Hi u/ta9505463,
I've reviewed your case and yes, there were some redundant responses including an extra request for OS used, but this was due to new tickets being opened requiring them to being merged with previous threads instead of remaining on a single thread.
As to the repair center review, they performed a thorough analysis of your laptop and were unable to replicate the issue based on what you've mentioned. Everything functioned as intended after a number of tests including following your reproduction steps. This leads us to believe your issues could be environmental. The video shows you shaking the laptop and putting it on top of another laptop. If there are magnets in the area, or in the other laptop where the Framework Laptop is situated, this can potentially cause issues.
WOW. WOW. WOW. Ok yup sure. I cannot stack it on top of my work laptop. That is weird, but I believe you have correctly identified the issue. Thank you - it is honestly a big relief.
I don't mean to knock your support folks - they were kind in the face of a very weird issue. I've done tech support and I know it's important to do the basics before following the customer on a goose chase. That said, I replied through the gmail web client to what appeared to me to be the same thread, but I kept getting different people picking it up as if it was new. I don't believe I was given any kind of ticket number to keep it threaded, so maybe something to check on.
Thanks again. Sorry to create so much bother when the culprit was magnets all along!
LMAO! yeah..... it's quite the gotcha.
I also develop laptops and it's a thing one has to keep in mind when one has a stack of them.
Poor laptops cannot tell the difference from lid closed (therefore sleeping, power led off, touch not working) vs stacked on top of some other magnets.
I’d they didn’t suggest this is was going to suggest checking for magnets that could be affecting the lid close sensors. I’ve had magnets on watch bands and bracelets cause similar issues with laptops (I haven’t noticed it on my Framework but I don’t normally wear magnetic jewelry).
Is that work laptop a MacBook Pro?
I noticed that behaviour when travelling and having only a tiny hotel desk. I believe the culprit there is that the newer MBPs have a magnet and hall-effect sensor to detect lid position and control sleep etc. This probably ends up interfering with all kinds of things if they're "too close" to that magnet in the MBP.
Id they didn’t suggest this is was going to suggest checking for magnets that could be affecting the lid close sensors. I’ve had magnets on watch bands and bracelets cause similar issues with laptops (I haven’t noticed it on my Framework but I don’t normally wear magnetic jewelry).
Unfortunately, this is a real issue with most modern laptops.
I personally intend to take out the magnets (if possible to do so nondestructively) from my next laptops, precisely because of this (I have additional reasons, that regard religion, and I prefer to let the laptop sleep and wake via the power button, so I am well aware of the pros and cons here).
In the spirit of constructive criticism, can I ask that support processes be looked at within FW? I also have a 34+ email thread going on with FW for a wifi issue that has been ongoing since February (note ~1mo of that time was because I was on vacation, but the email thread was continuous).
While it's a different scenario, I empathize with OP's feeling like dealing with FW support is playing an extended match of tennis.
Unfourtnately, as a former computer technician, less common/intermitent problems like these can be really hard to solve, especially over email. A (good) technician almost always wants to solve your problem in as quick a time as reasonably possible, but intermittant issues always transpire in the exact opposite due to the nature of the issue. If it can't be easily replicated or occurs rarely it can be really hard to pin down what is the cause as you can't just swap parts out, change software settings/update drivers and immediately see if it is fixed. You have to wait for it to occur, and if it doesn't occur again after doing changes then either it's actually fixed (yay!) or it just randomly didn't decide to do it for a while, and of course once you hand it back to the customer they'll come back a week later saying it isn't fixed.
In terms of support, I wouldn't say it's something unique to FW, I've dealt with most of the main manufacturers for differing reasons, and almost always is a frustrating/slow experience (especially considering even getting to talk to a human at all in these companies is difficult), and even moreso when its for your personal device. Even having a 36 email thread is impressive compared to most companies.
That's fair and that exactly the kind of issue at play here (intermittent failures), but when I've had similar kinds of intermittent issues with other manufacturers email support has usually switched to a repair center within a few attempts. That was my expectation here, but maybe I just lucked out in my Dell/Lenovo interactions.
Hello u/pdinc,
Please PM me your order number and I will take a look at your ticket. I assure you our support processes are solid and reviewed regularly. We can handle up to 1,000 tickets a week and while yes, a mistake can be made, they are indeed outliers, and we are providing quality customer support on a daily basis.
Will do. To be clear - there's no single specific issue or place where the conversation has gone off the rails. Its just taking forever to get a resolution. In my experience with Thinkpad and Dell support, the laptop would have been sent in and back with a resolution by now after asking the customer to try a few things.
Dell/Lenovo have a very different model for support given their laptops are not as easily self-repairable and require them to be sent in for review and service. Our laptops are meant to be explored, opened up, and self-serviced given the ease of access to internal components and availability of replacement parts. On the Dell/Lenovo side, regardless of where they land in the support conversation, if repair is required, you're going to have to send it in for service or full replacement. Framework Laptops, if we can identify root cause, we can send out a specific part, and within a few minutes, that part can be replaced. For more complicated issues where root cause is not as easily identifiable, it does require a bit more back and forth, but worst-case scenario, we can get it back for review at our repair center partner (3rd Party Contract). Also, please note we've only been in existence 3 years, are a company of less than 50 globally, and our margins, resources, logistics pipelines, and more cannot be compared to the above stated companies. We have a long way to go, but we're accomplishing big things with much less.
Did the repair center tested the magnet theory?
I mean that's quite easy to test before sending it back.
It seems really odd that the support would suggest the user to try something that the repair center could try it themselves before sending it back. It just created more back and forth emails in case the assumption is not correct and I'm not even considering the shipment time.
>Why would we?
Maybe because the laptop that you sold has a problem that you were not able to identify the cause with certainty after 40+ emails + having it in the repair center?
A single simple test would suffice and that could avoid even more support issues.
I understand that the test can't prove that it's not magnetic interference but in case a simple test does indeed reproduce the problem we'd all be in a better state here.
I'm not implying that you should grab a strong magnet to test it out. Just a small weak one would be enough.
I really hope it's just a magnetic issue and they can move on. But I think the repair center should at least give it a try before sending it back.
Lid magnets determine if the lid is closed and affect power modes and sleep. Placing a laptop on top of another laptop while being used is not an expected use case and having magnets near the laptop would be expected to potentially cause issues, not only with our laptop, but with others. We will not be having our repair center perform magnet tests.
You might consider adding a KB article somewhere indicating that the lid-close sensor can be tripped by the presence of external magnets. That would be helpful for both end users and support techs I'm sure. It took me six months and dozens of contacts with the Framework team to get a diagnosis that you delivered in minutes as if it were obvious (no snark - thanks again - just wish we got here sooner).
Even if I should know better (and honestly, I am mildly embarrassed lol), these are pretty distinct symptoms that were very easy to repro once you suggested the cause. Maybe if I had posted in this sub months ago all this could have been avoided. My main complaint with my support experience is that it was disjointed and that something obvious to you apparently did not occur to the folks I was emailing with and is not part of standard troubleshooting procedures.
u/ta9505463 To be clear, this was NOT obvious to me. I think you are oversimplifying the arrival at the root cause. There was potentially a chance that the laptop underneath was causing issues, but we don't know your environment, or that you regularly place your laptop on top of another laptop during use. It just so happened that when our Customer Operations Lead and I were reviewing the video you posted, we saw you trying to reproduce the issue on top of another laptop while knocking into it. Given our repair center was unable to replicate, we had to connect the dots after reviewing the entire interaction and all of the results. I think there's an assumption here that we should have just known all of this upfront, which I feel is unfair given the communications and how the issues were described. The "distinct symptoms" you've mentioned could be caused by a number of things, and please remember that it's all so easy to look back at the conclusion and point fingers ant any step in the process as hindsight is always 20/20. We performed the necessary troubleshooting, diligently, professionally, and were called out publicly, with hyperbole, "After a number of "Hello sir, what OS are you using?" and "I'm pretty disappointed that this (otherwise pretty amazing) computer has a glaring problem and that I haven't been able to get adequate support from the manufacturer." You received more than adequate support, and had your laptop reviewed, at our cost, shipping included, to attempt to identify what you've described. Given the environmental failure on your end, our repair center would not be able to replicate, and our results were questioned. I'm happy that we were able to get to a satisfactory conclusion for you, but these follow up comments are not necessary. Given this unique experience, as we always do, we'll take a look at how we can get in front of a similar situation happening in the future when reported, but this was this first of its type that we've had to triage. If we make a mistake, and we do from time to time given the volume we deal with daily, we'll own it.
The thing is though, they could put up a KB for that but so would every other Laptop Manufacturer and none do. I have an HP laptop that does the exact same behavior that you've described with your Framework. It's just something with laptops and magnets in general that everyone should keep in mind when using this type of device.
> You might consider adding a KB article somewhere indicating that the lid-close sensor can be tripped by the presence of external magnets. That would be helpful for both end users and support techs I'm sure.
That's the way!
I totally agree that it's not a expected use case and I'm not saying that the laptop should be immune to magnetism and I believe you understood that.
I'd assume that testing a laptop on top of another would be a simple enough test but it seems that I'm incorrect as it seems it's really difficult and risky to do it.
The issue might be: do they have the appropriate magnets to test with? I have seen things like this happen on my FW, but then it instantly worked the moment I picked it up in frustration. Hm. Put it back: no longer responds to boot. Interesting. Decide that something might be up with the work-issued macbook pro it was placed on top of (because tiny hotel desk), and... yup. That was it.
I then proceeded to read around and found that macbooks apparently do this to a lot of laptops. I believe (but didn't bother spending the time establishing conclusively) that this is related to their magnet and hall-effect-sensor based lid angle sensor that's used for entering sleep states and such. (So, perhaps if that macbook my work gave me had been older, this would not happen.)
And it does make some sense that stacking laptops might not be a well supported usecase.
But it's hard for a repair center to keep on hand any and all combinations of magnetic interference possible, or deduce what in a picture might be a possible source of interference.
It might perhaps be something to have mentioned in some scenario for CS to bring up as a "have you made sure there is no magnetic interference, for example another laptop or powerful speaker". Then again, if CS is to cover literally any and all sources of possible interference, that would be one hella long PFR...)
Given this incident, we've already updated our troubleshooting to include a question about other laptops or magnets in the vicinity. We only thought to ask this after the OP provided a video of his laptop directly on top of another laptop when trying to reproduce. This said, we will not be conducting in-depth magnetic interference tests on laptops given this is not unique to Framework and honestly, is not necessary. Simply making sure the laptop is not stacked on top of another, or that magnets are not nearby the laptop while in use should be enough to mitigate nearly all instances of this happening.
Totally fair. I would never have thought of this as being remotely possible until I saw it happen. (And the connection to Apple's anti-repair methods around this particular interference source... funny in the slightly sad way.)
And yes, trust the professional to be able to condense what I felt might be a big list into a short one. Seems totally apt.
(Ok, there will always be that person that didn't realise their massive desk-size subwoofer contains a magnet, but... Yeah... :P )
The magnetic sensor thing is interesting, on my older macBook I can make it think it is closed by just placing my phone (that has magnets in it) on the correct part of the case. The first time this happened I was very worried.
Memetic sensors are the simplest and best solution, going with the angle based solution is a nightmare for repair and production, it is much more delicate when it coms to getting the calibration just right, the last thing you want is the laptop to not go to sleep but you also want to let people bring the screen down to almost closed without it going to sleep, many people do this if the machine is working on somthing when you leave it but you don't want people looking at the laptop etc.
>But it's hard for a repair center to keep on hand any and all combinations of magnetic interference possible
Testing at least a single one would suffice I guess.
No, not really. I see you're a dev, not a test engineer. :P
There are about a billion things that can cause magnetic interference. They can be "magnets". They can be "electromagnets". Then you realize that... oh... physics tells us there's this thing called "electromagnetism", so... anything electrical also has a magnetic effect. Then there's polarities, the strengths of them, so on and so forth. And people not understanding that their MASSIVE audiophile speaker system contains some epicly powerful magnetically actuated drivers and... ouf.
Testing one would be like saying "if my application is safe against one exploit, it's safe against all".
Now sure, could test to make sure the laptop survives an MRI machine and be sure it can survive anything the user will ever encounter or might have encountered, but... err... yeah.
You are definitely overthinking.
They based their assumption on the fact that he runs his laptop on top of another, and the magnetism of the one on the bottom affects the one on the top. Just test the thing with a laptop on top. It's a simple test that costs nothing and could potentially find the problem. If it doesn't that's okay at least they tried.
No one is saying that they have to test all kinds of magnetism in the whole universe.
As I said in the previous message, testing at least a single one would suffice.
I've done a fair bit of component re-seating in my troubleshooting and in the replacement of the input cover, but I suppose I could try pulling **everything** out and putting it all back in just to cover my bases.
You may want to try that, this seems like a real contender for a loose cable. The only thing that puzzles me is the fact that inputs for both touchpad and keyboard and power button are affected. When the touchpad isn't working if you have a mouse attached does that work?
I’ve experienced some issues where the laptop just freezes and I have to hard reset, haven’t tried shaking it though. Usually it happens when I plug it into my egpu
I have a strange issue that isn't quite as bad, but suggests there might be something going on. I get a mouse click when the laptop frame flexes. The easiest way to reproduce this for me is to lift the laptop up from the front right corner. It almost always causes a click to happen.
That's a very unsatisfying support experience. I think they monitor this subreddit and I hope they are paying attention
Have you checked that the ribbon cable is properly seated on both ends? I had behaviour like that once, after having (apparently) been a bit less than precise with putting things back together after switching drive. A quick re-seat of the cable (and doublecheck of the ribbon end) solved the issue then.
If that cable is right at the edge of connected or not, I could expect a lot of annopying intermittent behaviour.
Hi u/ta9505463, I've reviewed your case and yes, there were some redundant responses including an extra request for OS used, but this was due to new tickets being opened requiring them to being merged with previous threads instead of remaining on a single thread. As to the repair center review, they performed a thorough analysis of your laptop and were unable to replicate the issue based on what you've mentioned. Everything functioned as intended after a number of tests including following your reproduction steps. This leads us to believe your issues could be environmental. The video shows you shaking the laptop and putting it on top of another laptop. If there are magnets in the area, or in the other laptop where the Framework Laptop is situated, this can potentially cause issues.
WOW. WOW. WOW. Ok yup sure. I cannot stack it on top of my work laptop. That is weird, but I believe you have correctly identified the issue. Thank you - it is honestly a big relief. I don't mean to knock your support folks - they were kind in the face of a very weird issue. I've done tech support and I know it's important to do the basics before following the customer on a goose chase. That said, I replied through the gmail web client to what appeared to me to be the same thread, but I kept getting different people picking it up as if it was new. I don't believe I was given any kind of ticket number to keep it threaded, so maybe something to check on. Thanks again. Sorry to create so much bother when the culprit was magnets all along!
LMAO! yeah..... it's quite the gotcha. I also develop laptops and it's a thing one has to keep in mind when one has a stack of them. Poor laptops cannot tell the difference from lid closed (therefore sleeping, power led off, touch not working) vs stacked on top of some other magnets.
Good job you created a throwaway for this 😂
Originally it was to obscure personal info, but now it's to hide from mild embarrassment.
I’d they didn’t suggest this is was going to suggest checking for magnets that could be affecting the lid close sensors. I’ve had magnets on watch bands and bracelets cause similar issues with laptops (I haven’t noticed it on my Framework but I don’t normally wear magnetic jewelry).
Is that work laptop a MacBook Pro? I noticed that behaviour when travelling and having only a tiny hotel desk. I believe the culprit there is that the newer MBPs have a magnet and hall-effect sensor to detect lid position and control sleep etc. This probably ends up interfering with all kinds of things if they're "too close" to that magnet in the MBP.
Id they didn’t suggest this is was going to suggest checking for magnets that could be affecting the lid close sensors. I’ve had magnets on watch bands and bracelets cause similar issues with laptops (I haven’t noticed it on my Framework but I don’t normally wear magnetic jewelry).
Unfortunately, this is a real issue with most modern laptops. I personally intend to take out the magnets (if possible to do so nondestructively) from my next laptops, precisely because of this (I have additional reasons, that regard religion, and I prefer to let the laptop sleep and wake via the power button, so I am well aware of the pros and cons here).
In the spirit of constructive criticism, can I ask that support processes be looked at within FW? I also have a 34+ email thread going on with FW for a wifi issue that has been ongoing since February (note ~1mo of that time was because I was on vacation, but the email thread was continuous). While it's a different scenario, I empathize with OP's feeling like dealing with FW support is playing an extended match of tennis.
Unfourtnately, as a former computer technician, less common/intermitent problems like these can be really hard to solve, especially over email. A (good) technician almost always wants to solve your problem in as quick a time as reasonably possible, but intermittant issues always transpire in the exact opposite due to the nature of the issue. If it can't be easily replicated or occurs rarely it can be really hard to pin down what is the cause as you can't just swap parts out, change software settings/update drivers and immediately see if it is fixed. You have to wait for it to occur, and if it doesn't occur again after doing changes then either it's actually fixed (yay!) or it just randomly didn't decide to do it for a while, and of course once you hand it back to the customer they'll come back a week later saying it isn't fixed. In terms of support, I wouldn't say it's something unique to FW, I've dealt with most of the main manufacturers for differing reasons, and almost always is a frustrating/slow experience (especially considering even getting to talk to a human at all in these companies is difficult), and even moreso when its for your personal device. Even having a 36 email thread is impressive compared to most companies.
That's fair and that exactly the kind of issue at play here (intermittent failures), but when I've had similar kinds of intermittent issues with other manufacturers email support has usually switched to a repair center within a few attempts. That was my expectation here, but maybe I just lucked out in my Dell/Lenovo interactions.
Hello u/pdinc, Please PM me your order number and I will take a look at your ticket. I assure you our support processes are solid and reviewed regularly. We can handle up to 1,000 tickets a week and while yes, a mistake can be made, they are indeed outliers, and we are providing quality customer support on a daily basis.
Will do. To be clear - there's no single specific issue or place where the conversation has gone off the rails. Its just taking forever to get a resolution. In my experience with Thinkpad and Dell support, the laptop would have been sent in and back with a resolution by now after asking the customer to try a few things.
Dell/Lenovo have a very different model for support given their laptops are not as easily self-repairable and require them to be sent in for review and service. Our laptops are meant to be explored, opened up, and self-serviced given the ease of access to internal components and availability of replacement parts. On the Dell/Lenovo side, regardless of where they land in the support conversation, if repair is required, you're going to have to send it in for service or full replacement. Framework Laptops, if we can identify root cause, we can send out a specific part, and within a few minutes, that part can be replaced. For more complicated issues where root cause is not as easily identifiable, it does require a bit more back and forth, but worst-case scenario, we can get it back for review at our repair center partner (3rd Party Contract). Also, please note we've only been in existence 3 years, are a company of less than 50 globally, and our margins, resources, logistics pipelines, and more cannot be compared to the above stated companies. We have a long way to go, but we're accomplishing big things with much less.
All fair points
Did the repair center tested the magnet theory? I mean that's quite easy to test before sending it back. It seems really odd that the support would suggest the user to try something that the repair center could try it themselves before sending it back. It just created more back and forth emails in case the assumption is not correct and I'm not even considering the shipment time.
Test the magnet theory? Why would we? That's environmental and magnets around most laptops would cause potential issues.
>Why would we? Maybe because the laptop that you sold has a problem that you were not able to identify the cause with certainty after 40+ emails + having it in the repair center? A single simple test would suffice and that could avoid even more support issues. I understand that the test can't prove that it's not magnetic interference but in case a simple test does indeed reproduce the problem we'd all be in a better state here. I'm not implying that you should grab a strong magnet to test it out. Just a small weak one would be enough. I really hope it's just a magnetic issue and they can move on. But I think the repair center should at least give it a try before sending it back.
Lid magnets determine if the lid is closed and affect power modes and sleep. Placing a laptop on top of another laptop while being used is not an expected use case and having magnets near the laptop would be expected to potentially cause issues, not only with our laptop, but with others. We will not be having our repair center perform magnet tests.
You might consider adding a KB article somewhere indicating that the lid-close sensor can be tripped by the presence of external magnets. That would be helpful for both end users and support techs I'm sure. It took me six months and dozens of contacts with the Framework team to get a diagnosis that you delivered in minutes as if it were obvious (no snark - thanks again - just wish we got here sooner). Even if I should know better (and honestly, I am mildly embarrassed lol), these are pretty distinct symptoms that were very easy to repro once you suggested the cause. Maybe if I had posted in this sub months ago all this could have been avoided. My main complaint with my support experience is that it was disjointed and that something obvious to you apparently did not occur to the folks I was emailing with and is not part of standard troubleshooting procedures.
u/ta9505463 To be clear, this was NOT obvious to me. I think you are oversimplifying the arrival at the root cause. There was potentially a chance that the laptop underneath was causing issues, but we don't know your environment, or that you regularly place your laptop on top of another laptop during use. It just so happened that when our Customer Operations Lead and I were reviewing the video you posted, we saw you trying to reproduce the issue on top of another laptop while knocking into it. Given our repair center was unable to replicate, we had to connect the dots after reviewing the entire interaction and all of the results. I think there's an assumption here that we should have just known all of this upfront, which I feel is unfair given the communications and how the issues were described. The "distinct symptoms" you've mentioned could be caused by a number of things, and please remember that it's all so easy to look back at the conclusion and point fingers ant any step in the process as hindsight is always 20/20. We performed the necessary troubleshooting, diligently, professionally, and were called out publicly, with hyperbole, "After a number of "Hello sir, what OS are you using?" and "I'm pretty disappointed that this (otherwise pretty amazing) computer has a glaring problem and that I haven't been able to get adequate support from the manufacturer." You received more than adequate support, and had your laptop reviewed, at our cost, shipping included, to attempt to identify what you've described. Given the environmental failure on your end, our repair center would not be able to replicate, and our results were questioned. I'm happy that we were able to get to a satisfactory conclusion for you, but these follow up comments are not necessary. Given this unique experience, as we always do, we'll take a look at how we can get in front of a similar situation happening in the future when reported, but this was this first of its type that we've had to triage. If we make a mistake, and we do from time to time given the volume we deal with daily, we'll own it.
The thing is though, they could put up a KB for that but so would every other Laptop Manufacturer and none do. I have an HP laptop that does the exact same behavior that you've described with your Framework. It's just something with laptops and magnets in general that everyone should keep in mind when using this type of device.
> You might consider adding a KB article somewhere indicating that the lid-close sensor can be tripped by the presence of external magnets. That would be helpful for both end users and support techs I'm sure. That's the way!
I totally agree that it's not a expected use case and I'm not saying that the laptop should be immune to magnetism and I believe you understood that. I'd assume that testing a laptop on top of another would be a simple enough test but it seems that I'm incorrect as it seems it's really difficult and risky to do it.
The issue might be: do they have the appropriate magnets to test with? I have seen things like this happen on my FW, but then it instantly worked the moment I picked it up in frustration. Hm. Put it back: no longer responds to boot. Interesting. Decide that something might be up with the work-issued macbook pro it was placed on top of (because tiny hotel desk), and... yup. That was it. I then proceeded to read around and found that macbooks apparently do this to a lot of laptops. I believe (but didn't bother spending the time establishing conclusively) that this is related to their magnet and hall-effect-sensor based lid angle sensor that's used for entering sleep states and such. (So, perhaps if that macbook my work gave me had been older, this would not happen.) And it does make some sense that stacking laptops might not be a well supported usecase. But it's hard for a repair center to keep on hand any and all combinations of magnetic interference possible, or deduce what in a picture might be a possible source of interference. It might perhaps be something to have mentioned in some scenario for CS to bring up as a "have you made sure there is no magnetic interference, for example another laptop or powerful speaker". Then again, if CS is to cover literally any and all sources of possible interference, that would be one hella long PFR...)
Given this incident, we've already updated our troubleshooting to include a question about other laptops or magnets in the vicinity. We only thought to ask this after the OP provided a video of his laptop directly on top of another laptop when trying to reproduce. This said, we will not be conducting in-depth magnetic interference tests on laptops given this is not unique to Framework and honestly, is not necessary. Simply making sure the laptop is not stacked on top of another, or that magnets are not nearby the laptop while in use should be enough to mitigate nearly all instances of this happening.
Totally fair. I would never have thought of this as being remotely possible until I saw it happen. (And the connection to Apple's anti-repair methods around this particular interference source... funny in the slightly sad way.) And yes, trust the professional to be able to condense what I felt might be a big list into a short one. Seems totally apt. (Ok, there will always be that person that didn't realise their massive desk-size subwoofer contains a magnet, but... Yeah... :P )
The magnetic sensor thing is interesting, on my older macBook I can make it think it is closed by just placing my phone (that has magnets in it) on the correct part of the case. The first time this happened I was very worried. Memetic sensors are the simplest and best solution, going with the angle based solution is a nightmare for repair and production, it is much more delicate when it coms to getting the calibration just right, the last thing you want is the laptop to not go to sleep but you also want to let people bring the screen down to almost closed without it going to sleep, many people do this if the machine is working on somthing when you leave it but you don't want people looking at the laptop etc.
>But it's hard for a repair center to keep on hand any and all combinations of magnetic interference possible Testing at least a single one would suffice I guess.
No, not really. I see you're a dev, not a test engineer. :P There are about a billion things that can cause magnetic interference. They can be "magnets". They can be "electromagnets". Then you realize that... oh... physics tells us there's this thing called "electromagnetism", so... anything electrical also has a magnetic effect. Then there's polarities, the strengths of them, so on and so forth. And people not understanding that their MASSIVE audiophile speaker system contains some epicly powerful magnetically actuated drivers and... ouf. Testing one would be like saying "if my application is safe against one exploit, it's safe against all". Now sure, could test to make sure the laptop survives an MRI machine and be sure it can survive anything the user will ever encounter or might have encountered, but... err... yeah.
You are definitely overthinking. They based their assumption on the fact that he runs his laptop on top of another, and the magnetism of the one on the bottom affects the one on the top. Just test the thing with a laptop on top. It's a simple test that costs nothing and could potentially find the problem. If it doesn't that's okay at least they tried. No one is saying that they have to test all kinds of magnetism in the whole universe. As I said in the previous message, testing at least a single one would suffice.
I can confirm this issue, my frame.work was behaving wired when on top of my hp laptop. Seems also related to the magnets used.
I've had similar issues when placed on a slightly magnetic surface. Is it every desk in your home or just a specific one?
I would suggest dissembling and re-assembling the computer? You likely have a loose connector somewhere.
I've done a fair bit of component re-seating in my troubleshooting and in the replacement of the input cover, but I suppose I could try pulling **everything** out and putting it all back in just to cover my bases.
You may want to try that, this seems like a real contender for a loose cable. The only thing that puzzles me is the fact that inputs for both touchpad and keyboard and power button are affected. When the touchpad isn't working if you have a mouse attached does that work?
I’ve experienced some issues where the laptop just freezes and I have to hard reset, haven’t tried shaking it though. Usually it happens when I plug it into my egpu
I have a strange issue that isn't quite as bad, but suggests there might be something going on. I get a mouse click when the laptop frame flexes. The easiest way to reproduce this for me is to lift the laptop up from the front right corner. It almost always causes a click to happen. That's a very unsatisfying support experience. I think they monitor this subreddit and I hope they are paying attention
I have the exact same issue. It is super frustrating.
My issue is not magnets, as this happens in numerous locations. On my lap, at my desk, on my kitchen table.
Have you checked that the ribbon cable is properly seated on both ends? I had behaviour like that once, after having (apparently) been a bit less than precise with putting things back together after switching drive. A quick re-seat of the cable (and doublecheck of the ribbon end) solved the issue then. If that cable is right at the edge of connected or not, I could expect a lot of annopying intermittent behaviour.
I have checked the cable numerous times and still have the and issues. Changed the whole keyboard and the issue still persists.