How do I remedy uncontrollable scrolling up/backward on my MacBook Pro?

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Level 1

8 points

How do I remedy uncontrollable scrolling up/backward on my MacBook Pro?

I own a MacBook Pro (Retina, 13-inch, Mid 2014).

I am having an issue with the cursor moving backward/up randomly/uncontrollably on its own all the time. If I am online the cursor point scrolls up too the top and then it keeps moving after it reaches the top (once it reaches the bar where you type in a website it will continue to push backwards/up and if I am in an internet browser I see it just continuously cycling through all the web addresses in the search bar). Pushing ESC and holding it down helps sometimes, but more and more it is not helping and the computer overpowers the ESC command and moves to the top anyhow. It does it in every application. It's done it several times as I have typed here (scrolled up to the top of the dialogue box and even though there is no where else for it to go once it reaches the top, I can tell from how the cursor looks that it is still in motion and it won’t stop actively moving up until I press ESC and shortly thereafter it does it all over again).

I have researched solutions online and nothing is helping. It is definitely not the trackpad, I deactivated that and tried a wireless mouse, and it did the same motion. I turned off spellcheck and the battery says "good". I started the computer in safe mode, and the random/uncontrollable motion was still happening (does the issue happening in safe mode mean that my laptop is irreparable?). One article said the battery could be swelling, maybe that's my issue and the reason the fixes I have tried don't work.

I've noticed that the screenshot function using the computer keys does not activate most of the time these days even when it is not scrolling.

Thanks for any help it is very much appreciated.

Posted on Oct 8, 2019 4:59 PM

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Answer 1

Top-ranking reply

denver1717 Author

Level 1

8 points

Oct 26, 2019 7:39 AM in response to denver1717

I visited the Genius Bar at Apple yesterday, the employee who helped me ran all the tests she could and none of the tests detected a problem (my laptop was doing the movement while I was there, so she was at least able to see the issue in action). The battery came across as fine (no swelling), too. She suggested I install the Catalina OS and I did, but it didn't remedy the issue either.

So the "fix" ends up being Apple replacing some hardware on my laptop to the tune of $400. I'd get a new computer before I would pay that much to repair my current one, especially since there's no guarantee it will solve the problem.

If anyone has any Hail Mary problem solving suggestions please let me know. I feel like I have pretty much exhausted the ones offered via online help forums.

Thank you to all my responders for taking the time to help me, too, it was very much appreciated.

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Answer 2

denver1717 Author

Level 1

8 points

Oct 14, 2019 4:37 PM in response to MoonJ.

Hi,

I went through the 4 steps above, and the issue persists. I only use a Trackpad, though I own a magic mouse (before I posted to to this forum I tried the whole, disable the trackpad and see if the problem occurs if you use a magic mouse instead of the trackpad, and the issue still occurred). The magic mouse is not powered currently (so it's not an issue of that causing the problem).

I cleaned the trackpad externally (with cloth, and also held sides down and blew to try and get any dust out) - am I supposed to try and clean it internally by disassembling the laptop? I didn't see anywhere that advised this, but I suppose if it's lint it could be too hard to get out externally. I have a gel computer key protector and am pretty immaculate when it comes to using my laptop, but the trackpad is exposed so I suppose it could be stuff stuck in the trackpad.

Within the Recovery instructions which option was I supposed to go with? The options presented at the link you provided on your above troubleshooting option 4 are:

After starting up from macOS Recovery, select a utility, then click Continue:

Restore From Time Machine Backup: Restore your Mac from a Time Machine backup.
Reinstall macOS: Download and reinstall the Mac operating system.
Get Help Online: Use Safari to browse the web and find help for your Mac. Links to Apple's support website are included. Browser plug-ins and extensions are disabled.
Disk Utility: Use Disk Utility to repair or erase your startup disk or other storage device.

I tried the Reinstall macOS option, and the issue is still occurring even after I followed through with that option.

Thanks for any help, I appreciate your time.

I

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Answer 3

MoonJ.

Community Specialist

Oct 10, 2019 4:45 PM in response to denver1717

Hello denver1717,

Thanks for asking the Apple Support Communities for help with your MacBook Pro, and the cursor moving erratic or uncontrollably. Thanks for letting us know it is also occurring in safe mode. It's possible this is still related to the trackpad, depending which settings and wireless mouse you used. I'll be happy to check this out with you.

1. This article has the info about disabling the built-in Trackpad when you connect a mouse and states: Change Mouse & Trackpad preferences for accessibility on Mac - Apple Support

"Disable the built-in trackpad on your Mac when you use a mouse or wireless trackpad. If you use a non-Apple mouse, the driver software that came with your mouse may prevent this option from working as expected. For information, see the documentation for your mouse."

2. Because of that info above, I recommend still going through this troubleshooting: If your pointer is jumpy when you use a trackpad, Magic Trackpad, or Magic Mouse - Apple Support

3. This article also has info about cleaning devices, including trackpads in "Peripherals." How to clean your Apple products - Apple Support - Apple Support

4. It may also be beneficial to test if the issue is also occurring in macOS Recovery. This article will help: About macOS Recovery - Apple Support

Choose the third option Get Help Online and test if the cursor is not functioning correctly here as well. If the issue is not resolved and you need more assistance with this, please let us know if the issue is also occurring in macOS Recovery. Thanks and have a wonderful day.

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Answer 4

Oct 14, 2019 4:40 PM in response to denver1717

denver1717 wrote:

I tried the Reinstall macOS option, and the issue is still occurring even after I followed through with that option.

Thanks for any help, I appreciate your time.

In or out of warranty you can get a free over the counter 'Apple Service Diagnostics' test /assessment

Make an appointment for a "hardware issue"—

https://www.apple.com/retail/geniusbar/

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Answer 5

Allan Jones

Level 9

71,750 points

Oct 14, 2019 4:57 PM in response to denver1717

One article said the battery could be swelling, maybe that's my issue and the reason the fixes I have tried don't work.

Considering that the unexpected behavior happens regardless of what you are running, I vote for that. You need Apple to look at it immediately. A swelling battery creates enough force to bend the metal case and destroy the logic board.

If it is the battery, even a delay of one day can make the difference between a repairable computer and one that can only be recycled.

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Answer 6

denver1717 Author

Level 1

8 points

Oct 14, 2019 5:39 PM in response to Allan Jones

Thank you for the warning, I will limit my use and get an appointment at Apple's genius bar. I was hopeful I could troubleshoot it on my own, but I definitely don't want to risk permanently damaging the laptop. I appreciate your help.

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Answer 7

denver1717 Author

Level 1

8 points

Oct 14, 2019 5:37 PM in response to leroydouglas

Thank you for the info I didn't realize that option was available after the warranty expired (which happened a long long time ago). I appreciate the help!

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How do I remedy uncontrollable scrolling up/backward on my MacBook Pro?

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