Mac Studio Max locking up. Return?

[jerrah]

I bought a base model Studio Max over a week ago and I've had a few instances of it locking up.
The very first day it froze when installing software two times in a row. I reinstalled the operating system and it's been ok.

Tonight (day 11 of Studio ownership) it locked up again whilst encoding a video in handbrake with safari and mail open.

When the Studio hangs I can move the mouse cursor around the screen but I can't click on anything and the keyboard is unresponsive. If I hard power off and on the machine it starts up like normal. When the machine hung the progress in Handbrake was no longer counting.

Two 4k monitors connected and a bluetooth Apple keyboard and trackpad.

Should I return the Studio to an Apple store before the 14 days is up and try to swap it for another? What is involved? Can I just walk in?

 

[ct2k7]

I would speak to Apple Support and look at exchange options

 

[ashman70]

If you have any other external peripherals such as storage or USB devices I would unplug those. Try running with just one monitor perhaps, possibly a bad cable with one of your monitors? Tough to say. I've had zero issues with mine.

 

[bobcomer]

In addition to what ashman70 said, it might be some software you installed that is causing the UI lockup. If your hardware or software that is causing the problem, a new Studio might not make any difference. It'd be worth a try though, otherwise you're going to have to reinstall the OS and add one thing at a time and wait to see if the lockups happen. A UI lockup sounds more like a software problem than hardware.

My Studio has been rock solid, not even a kernel panic, unlike my M1 MBA.

 

[now i see it]

With any Mac, follow the good advice above. Unplug everything from it and use one app at a time to try to find the offender.
Possible that something is wrong with computer too.
Use a wired mouse.

 

[dogface1956]

Make sure all the software you are running is updated to the latest version and any hardware has the latest drivers installed.

 

[jerrah]

To follow up to the earlier comments, the Studio was locking up within 5 minutes of getting out of the box. I had no accessories plugged into it other than a keyboard, mouse and a monitor. Tried alternatives for the above. Reinstalled the OS. It's locked up several times, even when nothing was installed except the latest patched macOS. I have several other macs that use the same keyboard/mouse/monitor combos and software and they work fine.

 

[jerrah]

I would speak to Apple Support and look at exchange options

I'm going to walk into the Apple store with it tonight and see if I can do an exchange or return. I've lost faith in its reliability.

I don't think it's an endemic studio problem, just this particular box.

 

[Adult80HD]

I'm going to walk into the Apple store with it tonight and see if I can do an exchange or return. I've lost faith in its reliability.

I don't think it's an endemic studio problem, just this particular box.

Good plan, it definitely sounds like you have a faulty one. Good luck!

 

[jerrah]

Apple processed a refund which may take a week or two. When I get the money back I'll place another order.

 

[ct2k7]

Apple processed a refund which may take a week or two. When I get the money back I'll place another order.

Couldn't Apple Support do an exchange?

 

[edubfromktown]

Apple processed a refund which may take a week or two. When I get the money back I'll place another order.

Good that you returned it. They should have issued you a full refund on the spot in my opinion. Apple Support call tag refunds take a few days upon receipt of the item back at their facilities. That would be another option for others if there is a "week or two refund processing delay" at a store.

I'm assuming they did not have the same configuration in stock to swap for the defective one...