This is not likely to be an issue with the OS version - if the keyboard and trackpad are both inoverative, there isn't a setting or system property in Lion that could cause it.
I would try an SMC reset - it's detailed in http://support.apple.com/kb/HT3964?viewlocale=en_US&locale=en_US but the procedure for a macBook Air is:
- Shut down the computer.
- Plug in the MagSafe power adapter to a power source, connecting it to the Mac if its not already connected.
- On the built-in keyboard, press the (left side) Shift-Control-Option keys and the power button at the same time.
- Release all the keys and the power button at the same time.
- Press the power button to turn on the computer.
Note: The LED on the MagSafe power adapter may change states or temporarily turn off when you reset the SMC.
If that doesn't help, and given the lack of responsiveness from the keyboard it may not, and assuming the laptop was bought through an authorised Apple reseller, the warraty should be valid and is worldwide, so it should be possible to have it examined by Apple or an Approved Service Provider in her area.
First off, thank you so much for the quick reply. I am going to walk her through this later over the phone
so I appreciate the really detailed explanation. You're a star. I will post an update soon as I know anything. I have never had this issue before so I didn't even know where to start.
Here is an update concerning the MacBook Air. She did the SMC reset and nothings changed, however she still has full use of an external keyboard and mouse. Both wired. Because the ports still work I am no longer thinking motherboard or SMC. We have an appt with the 'genuis bar' next week.
It's not as likely to be a logic board issue so much as perhaps a connection or something along those lines. The fact that an external keyboard and mouse work and the internal keyboard and trackpad don't doesn't rule out a logic board fault, but it would be expected that a logic board with that kind of issue would show signs of other problems too.
It's not hard to disassemble a MacBook Air, so hopefully your Genius appointment will turn up something! Good luck!
Take a look at System Preferences > Universal Access > Mouse & Trackpad tab.
See if the "ignore built-in trackpad when mouse or wireless trackpad is present" option is checked.
If so, uncheck it.
Edit: Nevermind, I see now the keyboard doesn't work either. This option wouldn't affect that.
I've got an extremely similar problem. Spillage on the keyboard. Unknown, what it was.
To start with it was dead, no power up.
Then it dried out. There was still a bit of battery power left, and the mouse and track pad worked for a few minutes then it all froze.
So I shut the lid. I left it like that, because I couldnt switch it off.
Much later, opened it up again and all windows opened up, all info was correct,
I was advised to try wireless mouse and keyboard, but you have to get in there before it freezes again.
The battery was charging normally as well.
I made the decision to let the battery die completely and then switch it on again, but sure enough when I did this, it ignored any re-boot command and that's that. Dead as a do-do.
So, without being a computer whizz kid, I presume, it's off to the Apple store for a sizeable bill.
Unless someone else has a cunning plan ????????
I would love to hear it !!!!!!