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User profile for user: leefromstockholm
leefromstockholm Author
User level: Level 1
20 points

Macbook Pro Keyboard & Trackpad freezing since update

Hi there


A problem has started occurring with my Early 2015 Retina 13 inch Macbook Pro since installing the 10.13.2 update since December.


It works fine until I shut down, then when I try to start up, it goes to the log-in page but the trackpad and keyboard are completely frozen and unresponsive – the caps lock button doesn't even engage the light when pressed, the only button that responds is power, for a hard shut down.


Initially it would start working after a few hard shut downs, but the most recent time it stopped entirely. I then tried booting up in safe mode – no response, wouldn't work (just got the normal log-in screen). Also tried booting diagnostics, that didn't work. Finally I tried resetting my PRAM, and though it didn't work on at least 10 attempts, it finally did work the last time and I have a responsive keyboard/trackpad again. But I'm worried it'll break once more.


I've noticed quite a few people complaining about this on different forums in the last month – is this related to the update?


My Macbook is in excellent condition, well looked after and has never had any problems before.

MacBook Pro with Retina display, macOS High Sierra (10.13.2), Early 2015

Posted on Jan 8, 2018 11:53 AM

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User profile for user: Kappy
Kappy
User level: Level 10
361,741 points

Posted on Jan 8, 2018 12:00 PM

Possible Fixes for El Capitan or Later

You should try each, one at a time, then test to see if the problem is fixed before going on to the next.


Be sure to backup your files before proceeding if possible.


  1. Shutdown the computer, wait 30 seconds, restart the computer.
  2. Resetting your Mac’s PRAM and NVRAM
  3. Reset the System Management Controller (SMC)
  4. Start the computer in Safe Mode, then restart normally. This is slower than a standard startup.
  5. Repair the disk by booting from the Recovery HD. Immediately after the chime hold down the Command and R keys until the Utility Menu appears. Choose Disk Utility and click on the Continue button. Select the indented (usually, Macintosh HD) volume entry from the side list. Click on the First Aid button in the toolbar. Wait for the Done button to appear. Quit Disk Utility and return to the Utility Menu. Restart the computer from the Apple Menu.
  6. Create a New User Account Open Users & Groups preferences. Click on the lock icon and enter your Admin password when prompted. On the left under Current User click on the Add [+] button under Login Options. Setup a new Admin user account. Upon completion log out of your current account then log into the new account. If your problems cease, then consider switching to the new account and transferring your files to it - Transferring files from one User Account to another.
  7. Download and install theOS X El Capitan 10.11.6 ComboUpdate or 10.12.6 Combo Update or macOS High Sierra 10.13.2 Combo Update as needed.
  8. Reinstall OS X by booting from the Recovery HD using the Command and R keys. When the Utility Menu appears select Reinstall OS X then click on the Continue button.
  9. Erase and Install OS X Restart the computer. Immediately after the chime hold down the CommandandRkeys until the Apple logo appears. When the Utility Menu appears:
  1. Select Disk Utility from the Utility Menu and click on Continue button.
  2. When Disk Utility loads select the drive (out-dented entry) from the Device list.
  3. Click on the Erase icon in Disk Utility's toolbar. A panel will drop down.
  4. Set the Format type to Mac OS Extended (Journaled.)
  5. Click on the Apply button, then wait for the Done button to activate and click on it.
  6. Quit Disk Utility and return to the Utility Menu.
  7. Select Reinstall OS X and click on the Continue button.


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User profile for user: Kappy
Kappy
User level: Level 10
361,741 points

Jan 8, 2018 12:00 PM in response to leefromstockholm

Possible Fixes for El Capitan or Later

You should try each, one at a time, then test to see if the problem is fixed before going on to the next.


Be sure to backup your files before proceeding if possible.


  1. Shutdown the computer, wait 30 seconds, restart the computer.
  2. Resetting your Mac’s PRAM and NVRAM
  3. Reset the System Management Controller (SMC)
  4. Start the computer in Safe Mode, then restart normally. This is slower than a standard startup.
  5. Repair the disk by booting from the Recovery HD. Immediately after the chime hold down the Command and R keys until the Utility Menu appears. Choose Disk Utility and click on the Continue button. Select the indented (usually, Macintosh HD) volume entry from the side list. Click on the First Aid button in the toolbar. Wait for the Done button to appear. Quit Disk Utility and return to the Utility Menu. Restart the computer from the Apple Menu.
  6. Create a New User Account Open Users & Groups preferences. Click on the lock icon and enter your Admin password when prompted. On the left under Current User click on the Add [+] button under Login Options. Setup a new Admin user account. Upon completion log out of your current account then log into the new account. If your problems cease, then consider switching to the new account and transferring your files to it - Transferring files from one User Account to another.
  7. Download and install theOS X El Capitan 10.11.6 ComboUpdate or 10.12.6 Combo Update or macOS High Sierra 10.13.2 Combo Update as needed.
  8. Reinstall OS X by booting from the Recovery HD using the Command and R keys. When the Utility Menu appears select Reinstall OS X then click on the Continue button.
  9. Erase and Install OS X Restart the computer. Immediately after the chime hold down the CommandandRkeys until the Apple logo appears. When the Utility Menu appears:
  1. Select Disk Utility from the Utility Menu and click on Continue button.
  2. When Disk Utility loads select the drive (out-dented entry) from the Device list.
  3. Click on the Erase icon in Disk Utility's toolbar. A panel will drop down.
  4. Set the Format type to Mac OS Extended (Journaled.)
  5. Click on the Apply button, then wait for the Done button to activate and click on it.
  6. Quit Disk Utility and return to the Utility Menu.
  7. Select Reinstall OS X and click on the Continue button.


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User profile for user: leefromstockholm
leefromstockholm Author
User level: Level 1
20 points

Jan 14, 2018 4:42 AM in response to Kappy

So I carried out all the suggestions, step by step, but none of them work and the problem comes back.


Took it to the genius bar and the guy said it's the cable that connects the touch pad and they have to replace it. I asked him what I can do to prevent it happening again and he said nothing, I haven't done anything wrong , it just happens sometimes.


But I have to pay around £100 for the replacement.


I think it's insane Apple charge money for this. I googled around and this is a fairly common problem with the 2015 pros. It should be Apple's job to make sure they don't sell a faulty product or if that's the case incurr the cost of It, not the customer. Not cool

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Macbook Pro Keyboard & Trackpad freezing since update

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