MacBook Pro touch bar frozen

Hi - my daughter was watching a DVD on an external superdrive connected to her MB Pro Touch Bar. It froze and she disconnected the SD and now it won't boot - tried all combinations of resets. It has power as the esc button on the Touch Bar is lid - and Caps Lock works (turns green). Seems stuck in the DVD player somehow - tried force quit, disconnecting SD and ejecting DVD from another Mac - connecting again. Also tried external display, mouse, keyboard etc - just stuck. HELP please !





[Edited by Host]

MacBook Pro with Touch Bar

Posted on Feb 23, 2019 10:31 AM

Reply
10 replies

Feb 23, 2019 11:36 AM in response to Kappy

No logo, no progress bar after startup - completely black screen on the MBP. Only sign of life is that the Esc button in the touch bar is lid and the Caps Lock is working. If I connect to an external display the external display is lid grey - but no action apart from that.

As said - seems stuck in the DVD player somehow. Same situation with or without charger, external keyboard, mouse and SD with or without DVD in.

Feb 23, 2019 11:24 AM in response to Peter Madsen

There normally is no startup sound on newer models running macOS. Could you please provide as much information as you can about the current state of the computer? For example, do you see an Apple logo and progress bar when the computer is starting up? If not, what do you see after turning on the computer? Do you get a login window? Do you have the computer connected to the charger? And, is the charger plugged into the wall outlet? Have you tried booting from the Recovery HD? See below:


Boot from the Recovery HD


    1. Restart the computer.
    2. Immediately after the chime press and hold down the "COMMAND" and "R" keys together.
    3. Release the keys when the Apple logo and progress bar appear. 
    4. Upon completion the Utility Menu should appear.


If you can boot from the Recovery HD, then use Disk Utility to run First Aid:


    1. Select Disk Utility and press the Continue button.
    2. Then select the indented (usually, Macintosh HD) volume entry from the side list. 
    3. Click on the First Aid tab in the toolbar and wait for the Done button to activate. Click on it, then quit Disk Utility.
    4. Select Restart from the Apple menu.



Feb 23, 2019 12:15 PM in response to Peter Madsen

Are you able to boot from the Recovery HD? If so, then do the following:


  1. Restart the computer.
  2. Immediately press and hold down the "COMMAND" and "R" keys together.
  3. Release the keys when the Apple logo and progress bar appear. 
  4. Upon completion the Utility Menu should appear.
  5. Select Disk Utility and click on the Continue button.
  6. Select the indented (usually, Macintosh HD) volume entry from the side list.
  7. Click on the First Aid icon in the toolbar. Wait until the Done button activates, then click on it.
  8. Quit Disk Utility and return to the Utility Menu.
  9. Select Reinstall OS X and click on the Continue button.

 

This will try reinstalling macOS over your existing system without erasing the disk, thus, preserving all your files if it is successful. If this is not successful and you still cannot startup, then I recommend that you make an appointment at the Apple Genius Bar for service. If you need to find an Apple Store - Find a Store - Apple. Also, see How to find your nearest Apple Authorized Service Provider (AASP) or Distributor (AAD)


"Your Apple-branded or Beats-branded hardware product (“Product”) is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase (“Warranty Period”) when used in accordance with Apple`s user manuals (refer to www.apple.com/support/country). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party.” [Apple One (1) Year Limited Warranty – Accessory - For Apple and Beats Branded Products Only.]

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

MacBook Pro touch bar frozen

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.