Keyboard on my MacBook Air does not work. It’s new. I didn’t drop it or spill water on it. What should I do?
Keyboard on my MacBook Air does not work. It’s new. I didn’t drop it or spill water on it. What should I do?
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User profile for user:
Moozito
User level:
Community Specialist
Hello виктория136,
Thanks for asking the Apple Support Communities for help with your MacBook Air keyboard. I am happy to check this out with you.
I recommend testing if the keyboard works in Recovery. This article will help: About macOS Recovery - Apple Support
1. Turn on your Mac and immediately press and hold Command (⌘)-R
2. On the main screen, choose Get Help Online.
3. Test if the keyboard works while typing in the URL bar.
If the keyboard is also not working here in Recovery, you will need to have the computer checked at an Apple Authorized Service Provider or Apple Store. If possible, connect a bluetooth or USB keyboard and try to make a backup before taking the computer in: Use Time Machine to back up or restore your Mac - Apple Support
Thanks for asking the Apple Support Communities for help with your MacBook Air keyboard. I am happy to check this out with you.
I recommend testing if the keyboard works in Recovery. This article will help: About macOS Recovery - Apple Support
1. Turn on your Mac and immediately press and hold Command (⌘)-R
2. On the main screen, choose Get Help Online.
3. Test if the keyboard works while typing in the URL bar.
If the keyboard is also not working here in Recovery, you will need to have the computer checked at an Apple Authorized Service Provider or Apple Store. If possible, connect a bluetooth or USB keyboard and try to make a backup before taking the computer in: Use Time Machine to back up or restore your Mac - Apple Support
Also, you will need to have your Apple ID and password handy when visiting a service provider. Also, please check this help article under the bottom section titled "Get ready for service" for other items to ensure you are prepared: Mac Service and Repair - Apple Support
You can find a service provider using this link: Apple Find Locations
If the keyboard does work in macOS Recovery, I recommend testing if it works properly in safe mode or a test user. Safe mode will tell us if the issue is related to a startup item or plugins, and sometimes is all that is necessary to correct some problems.
When you boot to safe mode, log in to your account and check if the issue is also occurring in safe mode or not. Use this article for the steps to get into safe mode: Use safe mode to isolate issues with your Mac - Apple Support
If everything is working properly in safe mode, but then is not working after you restart the Mac, please check the section titled "If an issue doesn't happen in safe mode" for the next troubleshooting steps.
If the issue is also occurring in safe mode, move on and test if this problem occurs in a newly created unmodified test administrator user account on your Mac. A test user will let us know if the issue is isolated to your account, or system wide. Please check this help article: How to test an issue in another user account on your Mac - Apple Support
After you are done testing, please check the section related to results, titled "If the issue happens in the other account" or "If the issue doesn't happen in the other account”.
Thanks again and have a great rest of your day.