CocoGriff
Level 1 (5 points)
Notebooks

Q: MacBook Pro keyboard & trackpad failure

The keyboard and trackpad on my Macbook Pro have stopped working properly. Here's the history:

 

- starting a couple of months ago I noticed occasional problems where the keyboard and trackpad would stop responding; a reboot always fixed it

- a week ago, I woke the Mac from sleep and it informed me that it could not find a keyboard or trackpad; rebooting had no effect; bluetooth keyboard and USB mouse worked

- I reset the SMC; this had no effect

- I tried a restore and noticed something very strange: because the restore was going to take 6 hours or so, and I needed to use the Mac, I cancelled the restore... and the keyboard and trackpad worked fine ... for about a day

- I began to get intermittent problems with keys not responding, then the keyboard and trackpad stopped working again; reboots worked, but only a couple of times and then I had to use the external keyboard and mouse again

- I started another restore, again I abandoned it because I needed access to the Mac... and the keyboard and trackpad are working again.


I intend to try a complete restore overnight.


Any other advice appreciated.

 

 

OS X 10.11.5

MacBook Pro (Retina, 13-inch, Early 2015)

MacBook Pro with Retina display, OS X El Capitan (10.11.5)

Posted on Jun 13, 2016 3:01 AM

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CocoGriff

Q: MacBook Pro keyboard & trackpad failure

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  • by stuckboss,

    stuckboss stuckboss Jun 13, 2016 3:21 PM in response to CocoGriff
    Community Specialists
    Jun 13, 2016 3:21 PM in response to CocoGriff

    Hello CocoGriff! 

     

    Thanks for reaching out about your trackpad and keyboard working intermittently on your MacBook Pro.  It sounds like you've gotten off to a good start on things so far.

     

    Reinstalling OS X can be good to rule out a software issue causing their unresponsiveness.  Before getting to that, you can try restarting into safe mode to see if they act the same in safe mode. 

     

    Follow these steps to start up into safe mode.

    1. Start or restart your Mac. 
    2. Immediately after you hear the startup sound, press and hold the Shift key.
    3. Release the Shift key when you see the Apple logo appear on the screen.

    Try safe mode if your Mac doesn't finish starting up - Apple Support

     

    If it acts the same in safe mode, then you can go ahead with the reinstall of OS X. 

    How to reinstall OS X on your Mac - Apple Support

     

    Hope all goes well! Cheers!  

  • by CocoGriff,

    CocoGriff CocoGriff Jun 13, 2016 6:28 PM in response to stuckboss
    Level 1 (5 points)
    Notebooks
    Jun 13, 2016 6:28 PM in response to stuckboss

    OK, now I've tried:

    - repairing the disk

    - restoring OS X

    - starting in safe mode

     

    I can't get the keyboard or trackpad to work at all now.

     

    Hardware fault?

  • by CocoGriff,

    CocoGriff CocoGriff Jun 14, 2016 12:13 AM in response to stuckboss
    Level 1 (5 points)
    Notebooks
    Jun 14, 2016 12:13 AM in response to stuckboss

    I've also tried Apple Diagnostics (hardware test). No problems reported.

  • by becky_s22,

    becky_s22 becky_s22 Jun 14, 2016 7:19 AM in response to CocoGriff
    Community Specialists
    Jun 14, 2016 7:19 AM in response to CocoGriff

    Thanks for the update! For the time that you were in Recovery to reinstall OS X, did the trackpad and keyboard work in those menus? If they didn't then that likely means a hardware issue that needs review. OS X Recovery is outside the normal operating system, so hardware items should perform normally when you're in those menus. 

     

    You can setup an appointment at an Apple Retail Store using this link: Apple Store - Find a Store - Apple or the Apple Store app on iOS.

    Also you can use this link for both Apple Retail Stores or Apple Authorized Service Providers: Apple - Find Locations - Country Selector

     

    Either one should help you get things sorted out. 

    Warm regards. 

  • by CocoGriff,

    CocoGriff CocoGriff Jun 14, 2016 7:56 AM in response to becky_s22
    Level 1 (5 points)
    Notebooks
    Jun 14, 2016 7:56 AM in response to becky_s22

    No, they didn't work whilst in Recovery. I had to use external keyboard and mouse.

     

    I will take it in for repair. Thanks!

  • by iFireghost,Helpful

    iFireghost iFireghost Jul 5, 2016 4:02 AM in response to CocoGriff
    Level 1 (18 points)
    Jul 5, 2016 4:02 AM in response to CocoGriff

    I experienced exactly the same thing. Occasionally keyboard and trackpad would work, occasionally not. Also, the trackpad would sometimes click and sometimes not. I tried:

    - PRAM/SMC reset

    - Safe Mode

    - OS X reinstall

    - Apple Hardware Test

     

    Nowhere I was able to use my keyboard or trackpad. Apple first exchanged the top case and after five unsuccessful repair attempts even the entire MacBook. Today, the new MacBook starts to show exactly the same symptoms. You could say, the error must thus be faulty accessories or software. But the error continues with a blank system and everything unplugged. I am really thinking this is a production error of some sorts. Let's see what my next appointment at an Apple Store will bring.

  • by CocoGriff,

    CocoGriff CocoGriff Jul 5, 2016 4:09 AM in response to iFireghost
    Level 1 (5 points)
    Notebooks
    Jul 5, 2016 4:09 AM in response to iFireghost

    Thanks for sharing your experience iFireghost. Doesn't sound good.

     

    I've just taken the Macbook for repair (it's still under guarantee as it's only 14 months old). Let's see what happens.