Trackpad and keyboard not working after sleep

Question

Level 1

19 points

Trackpad and keyboard not working after sleep

I know this is still a thing around but I'm amongst the other people who have this issue. I bought a MacBook Air m2 two weeks ago and I already have this problem where the keyboard and the trackpad becomes unresponsive after waking up the Mac from sleep.

There is no need to tell me to go into safe mode as the issue still persists there. Also in recovery mode where macOS is still not loaded so reinstalling the OS is not a thing.

Many people claim this is a hardware issue, but how can this be if the Mac start correctly with the keyboard working and only after putting into sleep (manually or with lid closed) it doesn't work anymore. Seems more likely a firmware issue than anything else.

But enough is enough how can that still be a thing when multiple users already complaint about it and nothing changed ? Heck even people get charged for an already faulty unit just to get it fixed (by changing the motherboard)

My question is then, can we at least get Apple to make a statement about the situation ? Cause telling people to get their unit to repair by sometimes charging them and not even explaining why it happens does not feel right at all

MacBook Air (M2, 2023)

Posted on Jul 25, 2024 5:03 AM

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Answer 1

PRP_53

Level 10

92,677 points

Jul 25, 2024 5:18 AM in response to christos161

christos161 wrote:

I know this is still a thing around but I'm amongst the other people who have this issue. I bought a MacBook Air m2 two weeks ago and I already have this problem where the keyboard and the trackpad becomes unresponsive after waking up the Mac from sleep.

There is no need to tell me to go into safe mode as the issue still persists there. Also in recovery mode where macOS is still not loaded so reinstalling the OS is not a thing.

Many people claim this is a hardware issue, but how can this be if the Mac start correctly with the keyboard working and only after putting into sleep (manually or with lid closed) it doesn't work anymore. Seems more likely a firmware issue than anything else.

But enough is enough how can that still be a thing when multiple users already complaint about it and nothing changed ? Heck even people get charged for an already faulty unit just to get it fixed (by changing the motherboard)

My question is then, can we at least get Apple to make a statement about the situation ? Cause telling people to get their unit to repair by sometimes charging them and not even explaining why it happens does not feel right at all

Have a M3 MacBook Air since March 7, 2024 and have zero issues with the Trackpad and Keyboard after waking from Sleep Mode.

Also owned a M2 MacBook Air for about 1 year and before trading it is for the M3 unit

No issue there.

Perhaps I was more luck than others.

Unfortunately, 2 weeks ago is just over the 14 Day " No Questions Asked Return Policy " for a full Refund

Apple does have a 90 Day Free Support from the date of Purchase

If one ( you ) " does not feel right at all "

Direct such matters to Apple

Start now and open an Apple Support Ticket as they are PAID Apple Employees to deal will these types of issues .

Product Feedback - and make it known to Apple.

Have the computer evaluated by the Professionals who have the Special Hardware Software and Expertise to diagnose the issue and offer possible solutions

Make an Appointment at the Apple Genius Bar or call 1 800 MyApple and have them evaluate the computer

Other location call Centres

Contact Apple for support and service

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Answer 2

christos161 Author

Level 1

19 points

Jul 25, 2024 5:30 AM in response to PRP_53

Thank you for your kind support, at least it does somewhat helps.

Actually, this computer was bought in a store (not an Apple) but at "VandenBorre" which is a leading company on the Belgian market for Audio, Media, etc ... Anyway, I just checked and it was bought on 16 July so that is indeed under 14 days.

PRP_53 wrote:

Unfortunately, 2 weeks ago is just over the 14 Day " No Questions Asked Return Policy " for a full Refund

Could you tell me more about that ?

Also, if I didn't bought the computer directly from Apple, would it be better to still contact Apple or the store where I bought it ? I'm asking because I'm afraid they would send it to repair, use the warranty on it maybe get the same issue later which this time I'll have to pay for the "damages" that I haven't done if that makes sense.

Thank you!

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Answer 3

christos161 Author

Level 1

19 points

Jul 25, 2024 11:19 AM in response to christos161

I wanted to add some additional details to this threads as I now have the situation under control again and made additional tests.

I first wanted to try Asahi Linux (I don't know if it's against the rules but oh well, that was the only option I had). While using the computer more and more, the situation got worse and worse. To the point that now the keyboard and trackpad stopped working after 1 minutes after boot and there was a 1/5th chance for the keyboard to work at boot.

After seeing that the issue persisted on Linux as well, I now had learned that it wasn't MacOs at fault, but either Hardware or firmware. I then removed Asahi Linux and tried to shake the computer in the hope things would change (Maybe a misplaced component or soldering )but the only thing that changed was that now the keyboard was not stopping working itself after only 1 minutes after boot, but still stopped when waking up the device from sleep.

I then had a last idea that may have changed the whole situation. As I know there is no way (to my knowledge at least) to reset the SMC chip, I wanted to see what could happen if the computer run out of battery and hope the SMC would completely start fresh. Sure enough, after draining the battery (had to plug my phone, iPad and run a heavy intensive CPU Benchmark because the battery was full :/) the keyboard still continued to work after closing the lid and waking up the computer.

Now the only question I'm asking myself is did draining the battery has done something to a specific part of the computer, maybe a chip that is responsible for putting/waking up the computer. The other question I'm asking, is if that fixed the problem, then what caused it initially ? Is there any unidentified bug in the firmware that may have caused an out of bounds writing that touches a sensible part of the firmware ? We don't know, but surely that would be worth to have a look at.

Could someone tell me how I can have a word to an Apple engineer, or someone in a good position to talk to about it ?

Many thanks

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Answer 4

PRP_53

Level 10

92,677 points

Jul 25, 2024 5:39 AM in response to christos161

You are welcome

Third Party Retailers may have different Return Policies than Apple

Check for Sale Slip or Invoice for Their Return Policies to avoid disappointment

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