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Question: External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

Subject says it all for the most part. I have an external USB hub connected to one on my Thunderbolt 3/USB-C ports on my MacBook Air early 2020 model running Catalina 10.15.4. At random times during the day (2-3 times a day) my Logitech G602 mouse and external Apple Keyboard will stop responding completely and only a reboot will restore functionality. The USB 2.0 HUB under System Information->Hardware->USB completely disappears until the MacBook is reported. Disconnecting/reconnecting the USB Hub does not resolve the issue. I have attached a screen capture of what the USB device looks like normally when things are working correctly. This MacBook Air has replaced a late 2019 MacBook Pro that was running Mojave and then Catalina 10.15.4 for the last 2 days of use. Using the same USB hub and external devices I did not experience this issue with that configuration. Granted I only was running Catalina for 2 days with the MacBook Pro 2019.


Things that I have tried to resolve the issue. Looking for additional suggestions to fix or troubleshoot the issue. I feel that my new MacBook Air is a big paperweight at this point.


  1. Reset NVRAM
  2. Reset SMC
  3. Startup in Safe Mode
  4. Ran Diagnostic check that came back clean.


Posted on May 11, 2020 10:38 AM

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Jun 18, 2020 4:48 AM in response to autigers1970 In response to autigers1970

We're experiencing the same problem here! 🙋🏻‍♂️


Since my partner upgraded from a MacBook (12-inch, Early 2016, macOS Mojave) to a new MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports, macOS Catalina), the three USB-C peripherals (iPhone 11, Wacom Intuos Pro Medium, Seagate Fast SSD 1TB) plugged into the three downstream USB-C ports on the back of her 21.5-inch LG UltraFine 4K Display, keep disconnecting (all switching off at the same time) with the computer locking up and requiring restarting. 😫


When she takes the 21.5-inch LG UltraFine 4K Display (which obviously has a USB hub) out of the equation, and plugs her three USB-C peripherals directly into her 2020 MacBook Pro, everything works just fine.


So, what is it that's causing these disconnects? 🤔


  • LG's hardware, the 21.5-inch LG UltraFine 4K Display. Is it 100% compatible with Apple's 2020 MacBook Pros?
  • Apple's software, macOS Catalina, the way it handles USB hubs?
  • Something else?

Jun 18, 2020 4:48 AM

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May 12, 2020 11:26 AM in response to Retens In response to Retens

Hello there Retens,


Thank you so much for using Apple Support Communities!


I understand that you are having issues with your Logitech G602 mouse and external Apple Keyboard intermittently disconnecting during normal use. I am more than happy to guide you in the right direction.


It sounds as if you've done majority of the necessary troubleshooting steps. Check out these additional resources for further troubleshooting and to test the issue in a new user as this may resolve your issue:


If your Apple wireless mouse, keyboard, or trackpad isn't working with your Mac as expected

How to test an issue in another user account on your Mac


If you continue to experience issues, you may need to look into reinstalling your macOS. It is recommended you backup the device to an external hard drive before attempting a reinstall. Here are some resources that will walk you through backing up your device with Time Machine and reinstalling your macOS:


Back up your Mac with Time Machine

How to reinstall macOS from macOS Recovery


I hope this helps! Have a great day!

May 12, 2020 11:26 AM

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May 12, 2020 5:20 PM in response to raina_b22 In response to raina_b22

Hi Becky, thanks for the reply and the suggestions. I did review If your Apple wireless mouse, keyboard, or trackpad isn't working with your Mac as expected but nothing suggested in the article seemed to help.


Some more background, I was using Time to Machine to backup my older 2019 MacBook Pro so I used the Migration Assistant to move or restore my Documents, Files, and Applications to my new MacBook Air 2020. At the time, my 2019 MacBook Pro was running Mojave.


Earlier today I noticed an older version of the Logitech Unifying Software was installed under Application->Utilities (ver 1.2.359). This version seems to be from 2014. Not even sure how this version worked with Mojave. In ny case, I removed this version from my MacBook Air and am now just using a generic Bluetooth mouse to test with since I believe the Logitech G602 mouse and the Logitech Unifying Software ver 1.2.359 is the culprit. If all goes well with the generic Bluetooth mouse and my Apple Keyboard doesn't stop responding then after a couple of days I will re-add the Logitech G602 mouse back into the picture and install the recommended Logitech Unifying Software ver 1.3.375.


If the issue should return after doing this I will most likely resort to reinstalling Catalina from macOS Recovery.

May 12, 2020 5:20 PM

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May 19, 2020 7:59 PM in response to Retens In response to Retens

Just to close the loop on this. There appears to be compatibility issue with Catalina and the Logitech Unifying Software and driver for MacOS. Even after updating the Unifying driver to the latest version on Logitech's website the Logitech Unifying Software still does see the Logitech G602 mouse. It doesn't look like Logitech has updated the driver software since 2018. I even tried the Logitech Unifying Software on another MacBook running Catalina and the software on the other MacBook also did not recognize the Logitech G602 mouse. I even tried updating the firmware on the Logitech Unifying receiver that came with the Logitech G602 mouse but it would not recognize the receiver USB dongle. MacOS Catalina does see the mouse as a USB Receiver HID device so the mouse does work. It just goes unresponsive and disappears every few hours. I did not see this behavior with Mojave with this same mouse. I have not tried reinstalling MacOS Catalina at this point since I have moved on with a generic Bluetooth mouse at this point. But, this just appears to be a device capability issue with Catalina.


Suggestion to Apple: I'm not sure if Apple has a hardware certification program like Microsoft but that would be a great thing to have. That way a user could verify if a 3rd party device, such as a mouse or keyboard, has been certified to work with a particular OS version. Logitech claims Catalina is supported but it would be helpful if they actually had to certify their devices to make that claim.



May 19, 2020 7:59 PM

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Jun 17, 2020 2:37 PM in response to Retens In response to Retens

Yeah, on my MacBook Air 2020 my wireless usb mouse cuts out too when using the 2.4ghz USB A receiver plugged into the USB A ports on my USB-C hub. My workaround is using a USB-A to USB-C adapter, and plugging that into the USB C port on my hub, and for some reason that solves it. But when the receiver is directly plugged into the USB A ports on the hub, it intermittently cuts out.


It's annoying, and the solution I have to live with for the time being is ridiculous. Apple please fix this!

Jun 17, 2020 2:37 PM

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Jun 17, 2020 4:18 PM in response to Retens In response to Retens

I have a late 2016 MBP and the latest OS updates. This morning, none of my Logitech USB devices (K750 keyboard, M310 mouse) worked either. I thought it might be a faulty older usb 2 hub, but testing with a new USB-C to USB 3 hub, I got no recognition of the devices. I needed to work rather than troubleshoot all day, so I bought an extended mac bluetooth keyboard and magic mouse, which work well. I am also concerned that there is something going on with the usb connectors or how the system software handles usb 2 devices. I did upgrade both the firmware and the logitech unifying software prior to going all bluetooth. Please fix this issue..it sounds like something more than external hardware. Thanks

Jun 17, 2020 4:18 PM

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Jun 17, 2020 9:46 PM in response to Retens In response to Retens

It's not just 2020 MacBook Airs. I have a 2017 iMac 27" that I just got. It has a fresh install of Catalina 10.5.5 on it. It had High Sierra on it but I upgraded to Catalina and had these issue, so I reinstalled Catalina from Recovery mode. And I get the same problem with my old USB 2.0 external drives. It seemingly will do fine for a while but at some point the screen stops responding, background goes black, eventually the screen goes blank (but backlight is still on). I have been using ssh from my other Mac to login in and do a reboot via Terminal to fix it.


But if I disconnect the drives, no issues. It'll go days and no problems...until I reconnect. Then at some point (usually a few hours later), the freeze ups happen again.

Jun 17, 2020 9:46 PM

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Jun 18, 2020 1:36 AM in response to autigers1970 In response to autigers1970

I had the same problem with my old usb 2.0 drives, connected to a MacBook Pro 2018 with two different small docks. The first is an OWC travel dock which dropped the drives pretty often. Now I use an Satechi dock and I had it disconect only twice. I am always on the latest OS.

Jun 18, 2020 1:36 AM

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Jun 18, 2020 4:22 AM in response to StephenBetacam In response to StephenBetacam

These external drives are directly connected though. I do have a USB dock from Anker that I use for some other things, but the Mac seems to operate just fine when those are plugged in by themselves. It's only when the external drives are plugged in that I'm having issues.


And point of fact, it's now happened with a new USB 3.0 drive I bought. I'm not sure what's going on.

Jun 18, 2020 4:22 AM

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Jun 18, 2020 4:48 AM in response to autigers1970 In response to autigers1970

We're experiencing the same problem here! 🙋🏻‍♂️


Since my partner upgraded from a MacBook (12-inch, Early 2016, macOS Mojave) to a new MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports, macOS Catalina), the three USB-C peripherals (iPhone 11, Wacom Intuos Pro Medium, Seagate Fast SSD 1TB) plugged into the three downstream USB-C ports on the back of her 21.5-inch LG UltraFine 4K Display, keep disconnecting (all switching off at the same time) with the computer locking up and requiring restarting. 😫


When she takes the 21.5-inch LG UltraFine 4K Display (which obviously has a USB hub) out of the equation, and plugs her three USB-C peripherals directly into her 2020 MacBook Pro, everything works just fine.


So, what is it that's causing these disconnects? 🤔


  • LG's hardware, the 21.5-inch LG UltraFine 4K Display. Is it 100% compatible with Apple's 2020 MacBook Pros?
  • Apple's software, macOS Catalina, the way it handles USB hubs?
  • Something else?

Jun 18, 2020 4:48 AM

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Jun 18, 2020 8:57 AM in response to Retens In response to Retens

Having the same issue with my MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports) w/ Catalina 15.5.5. I am using the CalDigit USB-C Pro dock via TB3 to connect to my keyboard (Logitech G513) and my mouse (Logitech G502). At intermittent intervals both devices stop working at the same time, and I have to disconnect and reconnect the TB3 cable for them to reappear and continue working. Additionally, the keyboard is connected to a USB A hub (UGREEN USB 3.0 Hub 3 Ports USB Sound Card 2 in 1 External Stereo Audio) where as the mouse is connected directly to the CalDigit hub.



Jun 18, 2020 8:57 AM

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Jun 18, 2020 10:15 PM in response to Retens In response to Retens

Hi,


We're experiencing the same problem here too.


Upgraded from MBP 13" 2016 to MBP 13" 2020. Never had any issues when using my MBP 13" 2016. Problem only occurred after I upgraded to MBP 13" 2020.


My MBP is connected to my Dell U2719DC as a USB Hub. My accessories connected to my Dell Monitor (Keyboard, Mouse Receiver and Soundbar) stop working intermittently as well. 2 to 3 times a day and only works again after a restart.


Suspect problem is due to the USB hub like above and only for new 2020 models. The same accessories were working find before I upgraded to the 2020 model.


Please issue a fix asap.


Jun 18, 2020 10:15 PM

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Jun 19, 2020 10:33 AM in response to Retens In response to Retens

Same problem here but on a MacBook Pro 13 2015 model with Mac OS Catalina 10.15.5 and use of external USB-hub with power and Logitech Unifier receiver for my Logitech MX wireless keyboard and Logitech dongle for Logitech G603 mouse.

After a pause without using the machine it lose contact with both mouse and keyboard. Only way to fix is restart of Mac.

I am pretty sure this problem arose with the update to 10.15.5.

Jun 19, 2020 10:33 AM

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Jun 20, 2020 6:37 AM in response to Retens In response to Retens

Hi, I have also been having this issue with my recently purchased 2020 MBP 13'' (4 ports). I have followed the same steps as the original poster to no avail. I have this issue with a USB2.0 keyboard regardless of which of my two usb-c hubs (Anker and Novoo) I use, and which port I use. Unplugging the entire hub typically fixes the issue but the timing between subsequent failures seems to be largely random.


If I do not use the keyboard for ''a while" it is likely to occur - sometimes I will not use the keyboard for hours and it will still be connected, whereas other times I don't use it for <5 minutes and it disconnects. This is an extremely annoying issue, especially given that this is a new device.

Jun 20, 2020 6:37 AM

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Jun 20, 2020 10:47 AM in response to Jak0ps In response to Jak0ps

I have Catalina 10.15.5 on both laptops , and it have the exact same docking hub for both.

I have 5 connections plugged into the docking hub:

1) Monitor

2) Ethernet cable

3) USB 2.0 Logitech G502 Hero mouse

4) USE 2.0 Logitech G810 Keyboard

5) USB 2.0 Logitech G633 Headset


Nothing happens when I use the MBP 15 2019 even for weeks without disconnecting it.

However, when I connect the MBP 13 2020, it barely last for an hour, and when the issue occurs, only the 3 USB 2.0 devices freeze and stop responding, while the monitor and ethernet cable still function. (Sometimes the whole laptop reboots).

I simply cant use the MBP 13 2020 with USB 2.0 external keyboard, mouse and headset, I have this laptop for about 2 weeks.

Jun 20, 2020 10:47 AM

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Question: External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4