Level 1

11 points

Unresponsive Keyboard and Trackpad problem FIXED/RESOLVED

I've been dealing with this issue since early December myself.
I purchased the MBP in November and had nearly a month with out any issues.

I spent nearly two hours on the phone with Apple Care via a specialist trying to diagnose the problem yesterday.
He did mention that they believe neither the 10.5.1 update or the MBP 1.1 update were to blame for occurrence of this issue. (I remain slightly skeptical)

Let me give you a short rundown of my problems and what I've done to help resolve the issue. Hopefully it'll help some of you.. or help me (with some of everyone else insight) if it happens again.

The symptoms:
keyboard and trackpad become unresponsive.
The problem is intermittent but often is completely unresponsive at start up.
USB mouse and keyboards have full functionality.

Kernel panics often occur as well. Usually this occurs just after the keyboard and track pad experience extreme intermittent "on and off" periods.
The only option is to do a hard-restart which my or may not resolve the unresponsiveness.

Things I've addressed in my particular case:

1. The battery recall issue - my battery (6N745288YFTA) is OK.
2. Resetting the PMU - no change.
3. Re-installing both the 10.5.1 and MBP 1.1 updates - no effect.
4. pressing the Function + S key at start up and running /sbin/fsck -fy The HD is said to be OK
5. I just finished an Archive and reinstall of Leopard = this seems to have fixed the issue for the moment. I have not run the Updater to bring the OS back to it's fully updated form yet.

The Archive and Re-install DID NOT WORK.
Even upon downloading and installing the 10.5.1 and 1.1 update, I'm still back at square one.

I've also been experiencing these phantom keystrokes to the eject key and backlight myself lately.

I've resolved to wait for the 10.5.2 official release to see of that helps... If not then I'll break down and send my machine in for service.

_____________________________________
Model Name: MacBook Pro
Model Identifier: MacBookPro3,1
Processor Name: Intel Core 2 Duo
Processor Speed: 2.4 GHz
Number Of Processors: 1
Total Number Of Cores: 2
L2 Cache: 4 MB
Memory: 2 GB
Bus Speed: 800 MHz
Boot ROM Version: MBP31.0070.B05
SMC Version: 1.16f10
Sudden Motion Sensor:
State: Enabled

THE SOLUTION:

This is a HARDWARE problem!

After playing around with removing the battery and noticing that this often returned functionality to the keyboard I surmised that this had some sort of physical aspect.
Sure enough, there is a section of copper colored tape/wiring exposed in the batter slot that is slightly bowed where it's smallest.
When I depressed this with my finger tip on this portion to basically flatten it out flush against the housing; I found that all functionality was restored!

You can see the portion in the picture below.

I haven’t had any problems AT ALL since I took a piece of napkin and taped it down to sustain pressure on this portion of bowed tape/wiring.

I have yet to call AppleCare to see what they suggest I do.
I will post a reply here when I hear their suggestion.

Mac Book Pro, Mac OS X (10.5.1), 2.4 GHz Intel Core 2 Duo, 2 GB 667 MHz SDRAM

Posted on Jan 27, 2008 3:18 PM

382 replies

Suneet

Level 1

15 points

Jan 28, 2008 1:55 PM in response to Steve Eugene

Nice one Steve, this completely explains why putting pressure on the battery on my mbp causes the keyboard and trackpad to instantly freeze up. I'm going to have a go as per your instructions....

Suneet

Suneet

Level 1

15 points

Jan 28, 2008 2:45 PM in response to Steve Eugene

Steve, I just gave it a go. All that was needed was a strip of sellotape to flatten out the bowed area, and it worked. I've enjoyed my time in Tiger, but I'd be lying if I said I wasn't looking forward to returning to the lusciousness of Leopard.

Cheers

Steve Eugene Author

Level 1

11 points

Jan 28, 2008 2:56 PM in response to Suneet

Suneet, glad that this could be of service to you. It feels nice to get to the bottom of this. I've been on the verge of ripping some hair out for a few weeks now.

To follow up... I just got off the phone with AppleCare.

As I suspected they are requesting I send in my MBP for service.

As well as the tape fix works, I would feel more comfortable having my hardware work intrinsically on its own without the help of some tape. Not to mention having it break further for some reason and having my warranty voided by apple by attributing it to my craftsmanship.

This is unfortunate because as Ph.D. student I use this MBP everyday in the lab and not having it is going to leave me a little crippled academically.
I love this machine to death, but as a first time mac user this hasn't been a great experience just three months after purchasing it.

Regardless, this should be reason enough for Apple to raise their quality control standards... as it sounds like multiple people are having issues along the same vein.
If anything this is a great example of where that extra cash spent on AppleCare has saved me even more heartache and stress.

Message was edited by: Steve Eugene

Feb 10, 2008 3:37 PM in response to Steve Eugene

well since the machine is a currently made one you shouldnt be with out a machine for to long, when i had to get a HD replaced it was 48 hours from when i dropped it in the dhl box until it was waiting for me on my door step
-matt

Steve Eugene Author

Level 1

11 points

Feb 11, 2008 3:18 PM in response to Steve Eugene

I sent out my computer for service last Monday via DHL.
I received my fixed MBP today.

A one week turn around isn't so bad, I suppose.

They replaced two parts on my machine.
If anyone is curious as to what they were I can post a reply with these details.

Regardless, the issue has been fixed all together.

Though the fix I posted above worked for the time being, I would suggest that all of you who have AppleCare or the cash to fix it... do so.
Keeping my MBP working with a peice of tape just didn't feel right.

Feb 11, 2008 4:00 PM in response to Steve Eugene

A nice elegant solution! It looks like the connection between the conductive copper coloured tape and the receptor is flawed. But I'm glad I read these discussions before embarking upon reinstallations and the works!

Cheers!

Suneet

Level 1

15 points

Feb 12, 2008 12:15 AM in response to Steve Eugene

OK, I'm back from exams. I've been surfing the forums for some sort of response from Apple, but nothing. Steve if you can post which parts they replaced, and if you have an idea what it would cost sans applecare I'd be very grateful. I'm back in England until the end of the week, so I may be able to organize something with Apple UK.

Suneet

Steve Eugene Author

Level 1

11 points

Feb 13, 2008 10:01 AM in response to Suneet

Parts as they are listed on my invoice:

620-3977 TOP CASE MOD ASYY,M75
658-0322 ASSY,KEYBOARD,M75

As far as cost is concerned, I have no idea, but I'm sure those parts won't be too hard to track down on the internet.

Glad I could be of help to everyone.
I know this drove me near to insanity when it happened.

Feb 14, 2008 10:09 AM in response to Steve Eugene

was it just like funning form point a to point b there were some bumps in it (i have 2 in mine IIRC one near the larger square and then one near where it enters the machine)

i have had the elp problem a little bit then it mostly has disappeared so just trying to track stuff

-matt

Feb 17, 2008 8:23 PM in response to Steve Eugene

I had this same issue. I had just upgraded to 10.5.2 when it happened, so I was convinced it was a software issue.

Spent 2 hours on the phone with applecare and we could not solve the problem, so I need to send the computer in.

I even did a clean install of Leopard.

I just "lightly" pressed on the orange wiring, and it works (for how long, who can say?). I hope that Apple sees this issue and knows how to handle it for future problems.

RamzaMik

Level 1

10 points

Feb 25, 2008 2:22 PM in response to Steve Eugene

Well, i dont want you to have bad dreams about it,but here's my story.
Bought a MBP from apple.store in January. Received it the 23rd of January 2008 and for 1 long and happy weeks every thing was great, untill neither my keyboard and my trackpad works. I took the phone and apple says me to go to a store location , what i did on december first. At the AppleStore in Canada,Quebec,laval(carrefour) the guy told me he couldnt change it with a new one because i bought it on apple.store, but after a little discussion he put me on the AppleProCare 48 hours repair wich i appreciate pretty much cauz i had my MBP back on the December 2nd(1day repair that is great).

The part replaced are the following :
KeyBOARD ASSY-USA 922-8035
TOP CASE ASSY 922-8036

This has solve my problem till...to day :febuary 25 (23 days after repair)
My k-board and trackpad are gone..again.

It is the exact same problem because when i take out the battery and place it back some times it works, some times not.

I also tried the trick : push the tape-connector under the battery and **** it works and not only once, if i let my finger there i am able to type...but between me and you i expect some thing more from a 2300$ laptop and i think it is absolutely normal that im actually... ******-off, because this is wasting my time and today i was doing important programming at the University wich now are not done.

I got a rendez-vous too day when i discover that the problem was back and i hope the guy in front of me will propose a replacement of the machine (2 repairs in the first month is not acceptable) or in the last case, i will again accept a repair under 48hours (apple Pro Care).

I hope this will be read by most of the user out there having problem with their MBP, try the trick with the tape-connector and let Apple know that there is a problem of conception with your machine.

I will give you more informations when i get back to the apple store tonight or tomorrow.

Message was edited by: RamzaMik

Twiddr

Level 1

0 points

Mar 4, 2008 6:55 AM in response to RamzaMik

Hi,

Had the same problem and they changed my TOP CASE ASSY, but now - only a week later the problem have returned.

Seems like the replacement haven't worked, so I really would like to hear what they did to your machine the second time you sent it to repair before I send my own in once again.

/ Kenneth

RamzaMik

Level 1

10 points

Mar 4, 2008 9:09 AM in response to Twiddr

THe guy at the Apple.store checked up the tape-connector and he also judge that this was causing the trouble, because when he pressed it the keyboard and trackpad works fine. He automatically autorized a machine swap ,because mine was a month old...and 2 repair on a month old machine is unacceptable by the apple policy, but also because it is a unknown problem that dont have a <<repair procedure>>. Notice that when they change the top case and keyboard, this tape connector is supposed to be replace aslo, so if apple tech do their job right, it means that no mather how much cable you will throw-in to repair the trouble, it will always be back. At this point i think that anyone at Apple.store will authorize the machine swap, if not start to complaints and talk to the macgenuis manager and show him this thread on the forum. If no one want to hear what your telling then let them repair it again, it will not works and go see them after the repair and now they will be obligued to do the machine swap...apple dont do much repair over a machine, after 2 time if it dont works they give you a brand new one.

Oh and juste to give you a little hope, i had the confirmation this morning that the machine they are sending me vback is the brand new one with all the update from the past wekk....so sweet.

Hope it helps.

Mar 11, 2008 1:38 PM in response to Steve Eugene

Thank you for finding this. I have had constant freezes for a couple of weeks and nothing seemed to work. I tried everything. I just tapped down the gold tape which was not flush with the battery compartment and so far working really well. Hope others see this.

Mar 20, 2008 10:23 PM in response to Steve Eugene

I can't believe this works! I'm now typing again with my MBP keyboard, when 15min ago the trackpad and keyboard were completely frozen, "can't enumerate usb" in system log, I had to use external keyboard and mouse.

I read the thread, put the computer to sleep, unplugged the battery, and as soon as I pressed the cable my computer woke-up from sleep!

This also explains why if I pushed the trackpad hard with my palm (thinking I was reseting it) it sometimes came back to life, and why the computer would sometimes randomly wake from sleep.

I wonder if this problem is connected with the new battery layout. I keep my computer in a slip case, so whenever I remove it I squeeze together the lid and battery, which always felt a bit shoddy compared to my old powerbook.

THANKS THANKS THANKS Steve, I've tried EVERYTHING to fix this, all the same steps as you. I work for an aid agency in Cambodia so getting this to my "nearest apple service centre" was not exactly an option! When I return home I'll send this in for Apple to fix. This must be very embarassing for Apple to have so many people fixing their top of the line laptops with sticky tape!

Looking forward to enjoying my MBP15 again!

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Unresponsive Keyboard and Trackpad problem FIXED/RESOLVED