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Bluetooth connectivity broken after MacOS 10.14.6 update (MacBook Pro 13" Early 2015)

I have a Magic Mouse (bluetooth) and some Bose QC35 (bluetooth) headphones. Both were working perfectly with my Macbook Pro 13" (Early 2015 edition) before I applied the MacOS 10.14.6 update yesterday evening.

After the update, neither bluetooth device will connect. I've been through the entire disconnect, attempt to pair, reset the bluetooth module, restart multiple times, (including power-down and wait a few minutes) delete the Bluetooth "plist", etc, etc. Nothing works. Neither device will pair with my MacBook Pro now. I've repeated all this 3-4 times now.

This is *not* a hardware error. This *is* the MacOS 10.14.6 update. The laptop has not been moved and was working perfectly moments before the update. After the update, bluetooth is completely broken and I now have no peripherals :-(

Can I get some assistance or guidance on when this might be addressed by Apple? Again, this *is* the 10.14.6 update. It simply can't be anything else?!

Many thanks.

Posted on Aug 6, 2019 11:27 PM

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38 replies

Aug 17, 2019 8:57 AM in response to ian_sw_london

Spent some time in a screen share with Apple Senior Support and they have gathered logs from my MacBook Pro. They were actually really good and said they don't want to do anything invasive, such as re-installs or hardware replacements, before they've determined whether there's valuable info on the Mac about how / why the issue occurs.

They have promised to escalate to engineering. I'll hear back from them next week and will update here.

Aug 17, 2019 9:02 AM in response to ian_sw_london

Thank you ian_sw_london for the follow through... I agree. Apple Engineering taking the position of replacing the AirPort Card in the last generation systems is a 'work-around' for a failure to address the Bluetooth hardware support for all systems. For Apple to suggest a "hardware issue" that may require a replacement AirPort Card is ridiculous. MacOS 10.14.16 is the cause for the Bluetooth discovery failure on these last generation Macbook Pros.

The AirPort Card used in the following models is the same for both the 13" and 15" Macbook Pros. The Bluetooth protocol revision for these cards is Bluetooth 4.2, whereas the newer model Macbook Pros include an updated AirPort Card that are designed to comply with Bluetooth 5.0.

AirPort Card for 15" Mid-2015 MacBook Pro Apple Part #:661-02363; MJLQ2LL/A ... MJLT2LL/A

AirPort Card for 13" Early-2015 MacBook Pro Apple Part #: 661-02363; MF839LL/A ... MF840LL/A ... MF841LL/A

Unless Apple included a *firmware* update for the AirPort Card support, it is highly unlikely these cards are defective.

During a call to the Customer Relations line, they introduced a tech guy to the call. The Apple statement is; "We need to see the hardware so that we can identify what hardware was used in the system. Without seeing the hardware, there's no way for us to know what hardware is affected."

This is a deflective message. Apple knows exactly what hardware is used in these Early-2015 and Mid-2015 systems, and furthermore Apple can identify the hardware by s/n of the MacBook Pro.

I'm not impressed with Apple's protective philosophy over this matter. Perhaps the first unpleasant experience with Apple since the beginning (1982) for me.

Call scheduled with Apple Customer Relations on Tuesday, August 20.

Genius Bar visit scheduled with local Apple store on Thursday, August 22.

I'm encouraging Apple to take the correct path to the correct remedy without the deflective message and a one-off solution to replace a few willing to voice that "MacOS 10.14.6 broke Bluetooth for 2015 models with AirPort Cards, Apple Part #:661-02363 (Bluetooth 4.2 vs. Bluetooth 5.0).

10.14.6 included a Bluetooth fix.

Aug 17, 2019 9:08 AM in response to ian_sw_london

Excellent!

Apple did take a similar path with troubleshooting; NVRAM, SMC, WiFi conflicts,... of course, all of those steps and more had already been completed. Even if replacing the AirPort Card is the easiest remedy for Apple, none of the Apple consumers should be positioned to lose their hardware so Apple can take a work-around path to solving the issue of 10.14.6 disabling AirPort Cards discovery function.

Looking forward to your experience with Apple Engineering.

Aug 17, 2019 9:08 AM in response to Kevin Harrington

Thanks Kevin, yes completely agree.

The support rep acknowledged that she has a few similar-sounding issues reported, which is hopeful. And the fact that she didn't go straight for the "bring your hardware in" line tends to suggest they might be turning towards believing us.

Let's see next week. Thanks again!

Aug 18, 2019 5:50 AM in response to Kevin Harrington

Apple support called again to gather more info. We did a screen share, including taking screenshots of my Bluetooth settings, deleting various cache files, reviewing drivers & extensions, etc. A restart and tried pairing both Bluetooth devices, and they still fail to be found.

I think (hope!) we're beyond them thinking it's hardware-related. I'm told that Engineering will get this additional info during the week and will respond.

Aug 18, 2019 9:47 AM in response to ian_sw_london

Thanks Ian!

I look forward to the update from you. I may postpone my Genius Bar visit for a hardware replacement and I've also escalated this to the Customer Relations representative once again.

I have the good fortune of having two additional Mid-2015 15" Macbook Pros in my home, for a total of three systems. I purchased three of these systems; one for myself, and one for each of my family members, all purchased in 2017 before Apple discontinued these models. The other two systems have NOT been updated to 10.14.6, thus I have other systems to evaluate, compare and troubleshoot on my own. Family members will not apply 10.14.6 to their systems until Apple figures out why these models are affected by the MacOS 10.14.6 update.

Aug 22, 2019 2:27 PM in response to ian_sw_london

I had another call from Apple with feedback from Engineering on this issue. Sadly, they tell me there is no evidence in the diagnostics they collected from my laptop that Bluetooth is having problems.

They suggested a bunch of other things to try, many of which feel somewhat off-topic: Removing entries added to my host file, uninstalling my anti-virus software (Sophos), and checking that the previous step removes any Sophos-related extensions (in /Library/Extensions and /System/Library/Extensions).

I complete all of the above steps, restarted and tried to pair my Bose and then Magic Mouse via Bluetooth, with no success. I will report this back to Apple.

Sadly, I feel the above suggestions are clutching at straws again, and they don't seem to have proof that Bluetooth has been broken. I also can't schedule any screensharing time with them for the next few weeks, due to work hours.

Fingers crossed we can keep making progress on this. It is becoming rather futile.

Aug 22, 2019 5:59 PM in response to ian_sw_london

Thank you, Ian!

Sadly, there are sufficient numbers of systems reporting the failing Bluetooth on the MacBook Pro systems from the last generation (Early-2015 and Mid-2015 models) and maybe other systems to warrant further effort from Apple to address the Bluetooth failing when installing 10.14.6.

I've postponed my visit the the Apple Store for a "hardware fix" pending your response and other media reporting. From what you've gathered as a response suggests a software issue, perhaps the Bluetooth security fix included in 10.14.6 has a compatibility issue with the Apple Card support for Bluetooth 4.2 in these MacBook Pro models. I'll remain constant on the message board until Apple resolves Bluetooth failing on Early-2015 and Mid-2015 Macbook Pros.

Aug 23, 2019 12:22 AM in response to Kevin Harrington

Thanks Kevin. I'll try to persevere with the support case and help them where I can. Sadly, I can't have my laptop with me at work all the time, and my work hours eclipse the hours the support agents are available (9am-7pm). But let's see if they can continue to drip-feed me suggestions for things to try.

I certainly won't be taking my hardware in if they get to that point. I agree, there's simply too much evidence to suggest a software issue introduced by Apple.

Aug 27, 2019 3:20 PM in response to ian_sw_london

Here’s what we know based on today’s visit to the Apple Store Genius Bar and the Apple technician.

The Apple technician was candid, transparent and thorough. I departed with the greatest level of trust in the technicians knowledge and determination. It is of the *highest likelihood* that based on the testing completed today, MacOS 10.14.6 is responsible for the disabling of Bluetooth on the Early-2015, Mid-2015 Macbook Pro models and possible other past generation hardware.

The *hardware testing* performed at the Genius Bar confirmed that the hardware for Bluetooth is functioning normally. No hardware issues found. The AirPort Card installed in my Mid-2015 is working correctly. No hardware issues with the AirPort Card. Furthermore, the software that enables Bluetooth operational functionality is *not* specifically the cause for any issue with Bluetooth, since using my hardware while running prior system software (i.e. High Sierra 10.13.xx, Sierra 10.12.xx) exhibited the same issue with Bluetooth *not* working, thus all evidence points to a *firmware update* included in MacOS 10.14.6 and when installing 10.14.6, the update *at the highest likelihood* pushed firmware to the logic board at the time of installation of the MacOS 10.14.6 update. In other words, MacOS 10.14.6 update is *of the highest level of likelihood* responsible for disabling Bluetooth with a firmware change on the Mid-2015/Early-2015 Macbook Pro models and potentially other past generation hardware; i.e. iMac, etc.

The resolution for each instance of this failure is at the highest level of confidence a “forced push of firmware” and/or a new logic board installed. For all hardware (at the highest likelihood necessary) in the field where my colleagues have experience the same issues when installing MacOS 10.14.6 update, the MacBook Pro models mentioned may (more than likely) require a visit to the Apple Authorized Repair Center for a "forced firmware update" and/or a new logic board.

Apple will never admit a *firmware update* was included in the 10.14.6, albeit it is 99.99% clear 10.14.6 is cause for the Bluetooth functionality becoming dysfunctional.

I am without a Macbook Pro. My laptop (according to Apple technician) requires a *forced firmware update* and/or a new logic board. Apple technician confirmed in the *highest likelihood* MacOS 10.14.6 software update is the cause for the misconfiguration of the Bluetooth functionality. Apple now holds my virgin Macbook Pro for cannibalization in order to fix what Apple created with 10.14.6.

All of this is *not cool.*

It has been a 37 year run with many, many, many Apple hardware purchases. I do believe this exceptional 37 year run may have come to an end.

Aug 27, 2019 3:54 PM in response to Kevin Harrington

Thanks again for a thorough update, Kevin! Yes, that's not cool at all. If this is a firmware issue, introduced in 10.14.6, it's amazing Apple are acting so coy about it.

I've not heard back again from Support but will reply again tomorrow. They said they had a "brief update" for me, so I'd like to hear what that is.

Fingers crossed you get your Mac back and that this contributes to a 10.14.7 fix!

Sep 4, 2019 12:22 PM in response to ian_sw_london

Apple contacted me to come pick up my MacBook Pro Mid-2015. They replaced the AirPort Card. This tells me the MacOS 10.14.6 software update included a firmware update that hoses (disables) Bluetooth functionality on these models. It may be that 10.14.6 disables Bluetooth on other models, including Early-2015 MacBook Pro models, maybe others. Those who've reported the disabling of Bluetooth networking with your Mac (MacBook Pro Early-2015, Mid-2015) upon updating MacOS with 10.14.6 are statistically likely to require your Apple equipment serviced with new hardware; i.e. AirPort Card. This is not a coincidence.

Apple Technical Support suggested I update my other two Mid-2015 MacBook Pro models (same year, model, configuration, etc) to stay current and to see if these MacBook Pros experience the same issue. No way! Given the number of failed units in the field, I'm not going to be Apple's "Quality Assurance program" to show them they have a 10.14.6 update problem.

Heading to pick up my MacBook Pro. We'll see how Apple handled my MacBook Pro.

Sep 4, 2019 2:13 PM in response to Kevin Harrington

Thanks Kevin. That's bad news. Yes, I wondered if the reason Apple aren't being upfront about any 10.14.6 cause for this is that it isn't reversible; essentially it does something to the Airport / Bluetooth card that can't be reversed easily via an update from Apple. I guess -- if this is the cause -- they'd be reticent to admit that for fear of the compensation they might be paying out.

Let us know how your Mac is once you have it back. I won't be taking mine in. I'll just make do with a less-than-ideal situation.

Sep 4, 2019 7:06 PM in response to ian_sw_london

The news is much worse than expected. I picked up the MacBook Pro Mid-2015 and remained in the store until I fully tested their purported remedy for the Bluetooth not working. They replaced the AirPort Card, although the MacBook Pro Bluetooth still does NOT work. No Bluetooth device can connect, and remain connected. The "connect" fails. The AirPort Card did not fix the issue, as I expected when I heard they replaced the AirPort Card.

Software does not affect the Bluetooth operation, replacing the AirPort Card (unnecessary) did NOT fix the issue, this suggests at the highest likelihood that Apple *did* push a firmware update to the logic board. What this means for me (and likely all others) is that Apple will be replacing logic boards for everyone who has experienced the Bluetooth failure from MacOS 10.14.6 update. Again, MacOS 10.14.6 does include a "Bluetooth security fix" and 10.14.6 is where everyone is reporting the loss of Bluetooth.

I have my MacBook Pro back in my possession after a week of Apple taking possession and sending my MacBook out to a "Certified Apple Repair Center" where their purported remedy was to replace an AirPort Card for the disabling of Bluetooth when updating to 10.14.6. Note, the original AirPort Card tested normal and fully functional under hardware testing at the Apple Store before they sent it out for a replacement AirPort Card. Running High Sierra and other MacOS software on my hardware yield the same issue of Bluetooth functionality broken, after and only after the update to 10.14.6.

I'm now fully convinced Apple MacOS 10.14.6 has introduced firmware which is NOT compatible with some hardware; presumably MacBook Pro Early-2015 and Mid-2015.

I am extremely disappointed in Apple, especially after taking my MacBook for a week and returning it without the Bluetooth fixed. I'm still under warranty.

Sep 5, 2019 2:54 AM in response to Kevin Harrington

Thanks Kevin, and I agree that sounds the worst outcome.

As I mentioned, I will not be taking my hardware in, if asked. Having Apple push an OS update that breaks something on these (slightly) older MacBook Pros is unforgivable. At worst, I would expect the update not to have been available for my MBP (just like Mojave overall hasn't been available for my much older 2012 MacBook Air), rather than being able to apply it and losing something as valuable as Bluetooth, irreparably too.

For me, as a software engineer, Apple has failed in its compatibility testing with their full range of hardware. I guess this must mean they've lost control of how to do that effectively, given that this is all a surprise for them.

I will be reviewing whether I purchase further Apple hardware in the near future. I had been contemplating a new MacBook Pro (or MacBook Air) at some point, but I'll defer that purchase until I hear more about how Apple plans to handle this, if they even handle it at all.

Thanks again for your detailed reply, and sorry to hear it's such a bad outcome!

Bluetooth connectivity broken after MacOS 10.14.6 update (MacBook Pro 13" Early 2015)