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Level 1

3 points

Thunderbolt Display Goes Black Even After Firmware Update

Last year I began having issues with my Thunderbolt Display. The screen would go black even though the connection seemed to be working fine: for example, if I would open FaceTime the light on my built-in camera would turn on and if I opened iTunes and played a song, the sound would come through my display's built-in speakers. The screen, however, would remain black. I updated my display's firmware at the end of 2014 when it was released. Since the description references this issue I thought that this may solve my problems. In January of this year (2015) my screen went black again. I tried everything to see if I could resolve the issue. I followed the directions on Apple's support site and "reset [my] Mac's parameter RAM and SMC."

I decided to call Apple's support center to see if they could offer any more suggestions. Although the person I spoke to was very friendly, she just read verbatim the suggestions listed on Apple's support site. She spoke with her manager who was unable to offer any other suggestions. She told me my only option at this point is to bring it into an Apple store to be serviced. I do not live anywhere near an Apple store so this, unfortunately, is not an option. There is a company in my town that is "authorized" by Apple to repair their products. I've read about this issue occurring for other people too so I know this isn't an isolated issue.

Before bringing my display in to get repaired I decided I would try one last thing. I formatted my computer's hard drive to see if that would fix my issue. After formatting my hard drive and plugging my display back in, I was surprised to find that everything worked again. For the next four months I had no issues with my screen going black. Unfortunately last week the issue started again. The screen was black, however the display's camera light would come on if I opened FaceTime and audio would play through the built-in speakers if I played a song in iTunes. I unplugged my display from my surge protector and from my MacBook Pro for a couple of hours. When I plugged everything back in the screen came on. It worked for another week until my screen went black again today. This time my display stopped working while I was using an application. Normally the issues with my screen would occur after waking my computer up.

This is becoming very frustrating and I'm hoping that someone has a suggestion for me to try. Is anyone else experiencing this issue? Has anyone found a solution that doesn't involve something as time consuming as formatting my hard drive? Any help would be greatly appreciated!

Thanks!

I'm using the following hardware/software:

MacBook Pro (17-inch Early 2011)

OS X Yosemite (10.10.3)

Thunderbolt Display (27-inch)

Thunderbolt Display (27-inch), OS X Yosemite (10.10.3)

Posted on May 30, 2015 9:54 PM

33 replies

Jun 1, 2016 5:33 PM in response to AlanPreston

Follow up to last post.

Yet again very frustrated by Apple support and repair.

1st visit: Hauled the Thunderbolt and the MacBook Pro to the Apple Store. Replaced logic board in MacBook Pro under warranty, Geniuses were convinced the problem was with the computer, not the monitor. That didn't fix the problem, and since it was happening sporadically, I lived with it until recently, when it has become unusable.

2nd visit: Hauled everything back to the Apple Store. They were again convinced that it was the computer and not the monitor, so they replaced the logic board in the MacBook Pro a SECOND time, but out of warranty, for $310. Didn't fix the problem.

3rd visit: Hauled both back over to the store. This time they were CONVINCED it was the monitor, so I left it for repair. Today they called and said they could not replicate the problem and that the problem must be with the computer...maybe the logic board. Seriously?? They said it would be unusual but not unheard of to have 4 failed logic boards in a row....

4th visit: Tomorrow I'm taking both the monitor and the MBP in AGAIN. They will need to keep my computer and the monitor for another several days. I am not optimistic that they've figure out how to fix it.

I really thought I was upgrading when I switched over to Apple several years ago. This is the second MacBook Pro I've had issues with and Apple has been terrible, and largely unable to fix them. I don't mind paying to fix the equipment when it's out of warranty, but please can't they just diagnose and fix the problem?? I"m not the only one with this issue obviously.

In any case I do not recommend nor will I buy another Thunderbolt monitor. For $1,000, it is substandard. If it won't work with a MacBook Pro, something is wrong. Now either the monitor or my MacBook has failed and Apple can't (or won't) help me fix it. So much for the customer experience I guess.

danwh

Level 1

4 points

Jun 1, 2016 6:01 PM in response to AlanPreston

They had my system which is a Mac Pro and three TB monitors for a day and a half then phoned to tell me they didn't have room to keep it set up in their shop. So I had to go and pick it up. A 45 mile drive.

The next time I was there (Apple Store, Pacific Centre, Vancouver BC) they told me that if they couldn't reproduce the problem in 1.5 days there was no problem, The technician (Adam) tried to blame the UPS so I told him I would go and buy a new UPS, he instantly decided it could not be the UPS.

Based on what I am reading on this blog there is clearly a known issue. When I pointed this out to Adam he told me those are MBPs and I have a Mac Pro. So clearly couldn't be the monitors. They have replaced the computer's logic board and video cards several times.

Jun 13, 2016 8:31 AM in response to danwh

I got my MacBook Pro (mid-2012 Retina) and Thunderbolt monitor back after a full week at the Apple Store. They replaced the mag-safe connector board, and at my request, the cable as well. So far so good, but I've only been using it normally for a few days.

It's hard to figure out why this repair was so perplexing for Apple. It was a great inconvenience to leave my computer with them for a week, especially since this was my FOURTH time trying to get this problem corrected once and for all. So, it cost me $310, but both are out of warranty, so I'm OK with that so long as it's truly fixed this time.

Oh and I ended up buying an ASUS monitor with the same specs as the Thunderbolt and am using them together. The Thunderbolt is in the Lightning Port and the Asus is in the HDMI slot. The ASUS is no great shakes, but for less than half the price for a new Thunderbolt, it's a much better value and is nearly the same in terms of display quality.

Good luck, I hope you can get yours fixed. Maybe ask about the mag-safe board.

Thunderbolt Display Goes Black Even After Firmware Update