Problems with new Macbook Airs failing to wake up from Sleep Mode when encrypted

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Article ID: 155817

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

After encrypting the new Macbook Air models with Solid State Drives they are unable to wake up from sleep mode.
The symptoms are:

-          You install PGP Desktop with Whole Disk Encryption features enabled

-          You encrypt the disk and then reboot

-          Leave the Macbook Air unplugged for an hour or so until it goes into a “safe sleep” mode

-          When attempting to resume the device it won’t respond to key presses on the keyboard or the touchpad/mouse gestures

-          The device will blink but not appear to resume

-          If you press the power button quickly it will do nothing

-          After pressing the power button and holding it down for 5-10 seconds it will force the Macbook Air to reboot into a cold boot state and not resume from sleep mode

No errors reported in the software

Resolution

Symantec has released an updated version of PGP Desktop with Whole Disk Encryption which resolves this issue. PGP Desktop 10.2.1 has the solution for this problem. If you are on a prior version, please view the listed workarounds until you are able to upgrade the PGP Desktop software:

EDIT: We have seen a rise in escalations from customers on PGP Desktop 10.2.1 MP2HF3 with this problem ocurring again

Symantec Corporation is committed to product quality and satisfied customers. This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product.  Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

Workarounds:

Recommended workaround:

Select the "sleep" option from the Apple Menu and leave the Macbook plugged in

Another option is to create a symlink to /dev/null for the Hibernation image:

- Open up a Terminal from the Finder menu

   - Applications

   - Utilities

   - Terminal

- Issue the following command:

sudo pmset hibernatefile /dev/null

- Restart the Mac

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The following workarounds below have had varied success and are less likely to work:

- Manually disable hibernation mode through a terminal

 sudo pmset hibernatemode 0 (previously set to 3 usually by default)

- We have also had some success in disabling the "standby" option using pmset as well:
sudo pmset standy 0 (it was previously set to 1 by default)

Applies To

PGP Desktop 10.1.2 or newer

2011 or newer Macbook Air models

Mac OSX Lion or Snow Leopard

Mac OS X Volume is Whole Disk Encrypted