jarwz

Q: Trackpad Not Working

Hi guys, this is a very frustrating problem i hope somebody could shed some light on. Today i returned from a weeks holiday and opened up my laptop (Macbook Pro 13" retina latest software) and i realised i had left it on and asleep, it was not on charge thankfully. Upon waking the macbook it was completely frozen and i was unable to type or move the trackpad at all, eventually after an hour of messing with it and restarting it i managed to log in. However still after many restarts and instructions followed by apple, my trackpad refuses to work in any way, pointing or clicking.

 

i have spoken to apple and they have told me they are sure it is a hardware problem, it just feels too coincidental for it to freeze so bad and also have a physical hardware problem. it has been sitting on my desk all week and worked fine before i went away. Any help will be gratefully appreciated, Thanks

 

i have tried a multitude of troubleshooting and followed many steps to no success.

MacBook Pro with Retina display, OS X El Capitan (10.11.5)

Posted on Aug 18, 2016 11:27 AM

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Q: Trackpad Not Working

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  • by judysings,

    judysings judysings Aug 19, 2016 3:50 PM in response to jarwz
    Community Specialists
    Aug 19, 2016 3:50 PM in response to jarwz

    Hi jarwz,

    If I understand your issue, your MacBook Pro was left in sleep mode, running on battery for a week while you were on vacation.  When you returned and opened the computer, you were unable to type on the keyboard and the trackpad was unresponsive.

    i have tried a multitude of troubleshooting and followed many steps to no success.

    I'm not sure what troubleshooting you have tried, so I'll offer some suggestions to try to resolve the issue.

    1.  Have you charged the battery and tried using the computer with the power cord plugged in?

    2.  Try using an external wired or wireless keyboard. Does it work?

    3.  Reset the System Management Controller (SMC) on your Mac​ and How to Reset NVRAM on your Mac​.

    4.  Start your computer in safe mode:  Try safe mode if your Mac doesn‘t finish starting up

    This resource includes some of these steps and a few more:

     

    If your Mac doesn‘t sleep or wake when expected

    If your Mac doesn't wake when you expect

    Your Mac might pause a few seconds before it wakes up. If it doesn't seem to wake at all, check for these possibilities:

    • Your screen brightness might be turned down.
    • If you're using an external display, your display might be turned off. 
    • Your Mac might be in safe sleep. To wake from safe sleep, press the power button.
    • Check for a sleep indicator light, if applicable, and make sure that your Mac isn't turned off.

    If the previous steps don't work

    Disconnect external devices other than your Apple keyboard, mouse, and display. If that resolves the issue, gradually reconnect your devices, testing each time, until you find the device that is interfering with sleep. Then check the documentation that came with the device, or contact the device manufacturer.

    Try to isolate the issue by using another user account

     

    jarwz, if you try all of these steps (including some you may have tried previously), and the issue still persists with your trackpad, then you may need to have an Apple Retail Store Genius or an Apple Authorized Service Provider physically inspect your computer.  Click here to find one:  Find Locations

     

    Take care,

  • by jarwz,

    jarwz jarwz Aug 30, 2016 3:13 PM in response to judysings
    Level 1 (4 points)
    Desktops
    Aug 30, 2016 3:13 PM in response to judysings

    Thanks for your reply, i would just like to confirm that i had tried all of the above and following advice from apple it was  a suspected hardware fault. i bought a second hand trackpad and fitted it and it works perfectly!! thanks for your help.