Mac Laptops Troubleshooting Input/Output Issues
Troubleshooting keyboard functional issues
Troubleshooting keyboard backlight issues
Troubleshooting trackpad issues
Troubleshooting power button or Touch ID issues
Troubleshooting USB-C, Thunderbolt, and HDMI issues
Troubleshooting SD card issues
Troubleshooting keyboard functional issues
Identify issues
Keyboard letters or characters repeat unexpectedly as you type.
Keyboard letters or characters are not recognized or displayed when you type.
Displayed characters don’t match the keys pressed.
Key is sticky, slow to return upward, or unresponsive.
Key sticks in down or up position.
Key makes unexpected noise when pressed.
Key feels uneven or stiff when pressed.
Key doesn’t respond, feels spongy, or can't be pressed all the way down.
Keycaps or key switch mechanisms are broken or missing.
Keyboard locks up.
Try quick troubleshooting steps
If a Bluetooth keyboard is present and paired with the computer, unpair it. The keyboard may be overriding input commands from the built-in keyboard.
Inspect the computer for liquid damage. Contact with liquid can short internal circuits and cause the keyboard to stop working.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
If the built-in keyboard isn’t functioning, connect an external keyboard to the computer to continue troubleshooting.
Press the Caps Lock key on the built-in keyboard to ensure that the indicator light illuminates, indicating a partial connection to the logic board.
Note: Pressing the Caps Lock key on Apple keyboards may not immediately activate the Caps Lock function. The key must be held down slightly longer to activate the Caps Lock function. This is to prevent accidental activation of Caps Lock mode. This is normal behavior and doesn’t indicate a service issue.
Run the Keyboard diagnostic suite.
If your MacBook or MacBook Pro has an unresponsive key, or a key that feels different than the other keys when you press it, clean the keyboard.
After cleaning the keyboard, test the keyboard to ensure that all keyboard keys function normally.
If the previous steps didn’t isolate or resolve the issue, refer to the computer's repair manual to remove and replace the affected keycap to clean and inspect under the keycap.
Important: Before removing any keycaps, ensure that the correct replacement keycap kit is available. Once a keycap has been removed, it must be replaced by a new keycap. Don’t reuse keycaps.
Open and inspect the computer
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
If your issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
Replace the part
If your issue wasn’t resolved or isolated by following the previous steps, replace the top case.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Troubleshooting keyboard backlight issues
Identify issues
Keyboard operation is normal except backlight isn't working as expected.
Keyboard backlight isn’t activated in a darkened room.
Keyboard backlight is uneven.
Part of the keyboard isn’t illuminated.
Try quick troubleshooting steps
Ensure that the ambient light sensor isn’t covered. It’s located at the top of the computer display near the camera. The keyboard backlight uses the ambient light sensor to illuminate in low light conditions.
Inspect the computer for liquid damage. Contact with liquid can short internal circuits and cause the keyboard to stop working.
Run manual and diagnostic tests
If your issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
If the built-in keyboard isn’t functioning, connect an external keyboard to the computer to continue troubleshooting.
Press the Caps Lock key on the built-in keyboard to ensure that the indicator light illuminates, indicating a partial connection to the logic board.
Note: Pressing the Caps Lock key on Apple keyboards may not immediately activate the Caps Lock function. The key must be held down slightly longer to activate the Caps Lock function. This is to prevent accidental activation of Caps Lock mode. This is normal behavior and doesn’t indicate a service issue.
Run the Keyboard diagnostic suite.
Open and inspect the computer
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the top case.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Troubleshooting trackpad issues
Identify issues
Cursor doesn’t move with trackpad input.
Multi-Touch features don’t function as expected.
Trackpad doesn’t respond to clicks.
Trackpad has haptic feedback issues.
Try quick troubleshooting steps
Turn off the computer. Then clean the trackpad surface using a soft, lint-free cloth.
Visually inspect the trackpad for damage to ensure that factors such as humidity, hand lotion, or jewelry haven’t affected the functionality of the trackpad. Avoid touching the trackpad simultaneously with both hands.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
If the built-in trackpad isn’t functioning, connect an external mouse or trackpad to the computer to continue troubleshooting.
If the trackpad isn’t working, the computer may be showing a low battery alert that you can’t see. Connect the computer to a power adapter to see the alert.
Run the Trackpad diagnostic suite.
Open and inspect the computer
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the trackpad. If the trackpad isn’t available as a separate part, replace the top case, which contains the trackpad in some models.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Troubleshooting power button or Touch ID issues
Identify issues
Read this article if you notice any of the following issues:
Power button doesn’t click properly or at all.
Power button has stiff or spongy feel when pressed.
Touch ID is unable to read fingerprint.
You're unable to enroll a finger in Touch ID.
You're unable to unlock computer using Touch ID.
You're unable to a make purchase using Apple Pay and Touch ID.
Touch ID issue persists after logic board replacement.
If Touch ID isn't working on your Mac
If the issue wasn’t resolved by following a support article, continue to the next section.
Try quick troubleshooting steps
Ensure that your fingers and the Touch ID sensor are clean and dry. Use a soft, lint-free cloth to wipe off any dirt or debris on the Touch ID sensor.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
Run the Touch ID diagnostic suite.
Open and inspect the computer
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
For issues with power button feel, remove the bottom case and disconnect the battery from the logic board. Inspect the gap between the top case and the Touch ID board for debris. If any debris is found that may interfere with power button operation, use compressed air to clean out the debris.
Fixing a power button that doesn’t click properly or feel right requires the use of Touch ID shims or the turning a center set screw (depending on the model). Refer to the computer’s repair manual to determine which button adjustment type is relevant to your model.
For models with a set screw, refer to the computer’s repair manual to change the click tactility of the Touch ID and power button using the center set screw to correct the issue.
For models with shims, a Touch ID button that feels too loose or too stiff can be caused by installing an incorrect shim that is too large or small. If the Touch ID button isn’t aligned, refer to the computer’s repair manual to realign the Touch ID board in the top case. If the button feels too loose or has a spongy feel, use a larger shim. If the button feels too stiff or doesn’t move, use a smaller shim. Reinstall the same Touch ID board using the new shim.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the Touch ID board, which is also the power button.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Troubleshooting USB-C, Thunderbolt, and HDMI issues
Identify issues
Read these articles if you notice any of the following issues:
USB-C device isn’t recognized or isn’t powered when connected to the computer's USB-C ports.
Thunderbolt device or display isn’t recognized when connected to the computer's USB-C ports.
HDMI display isn’t recognized or doesn’t display an image when connected to the computer's HDMI port (for models with HDMI).
Identify the ports on your Mac
About the Thunderbolt ports on Mac
Adapters for the Thunderbolt 4, Thunderbolt 3, or USB-C port on your Mac
How many displays can be connected to MacBook Pro
If your external display is dark or low resolution
Try quick troubleshooting steps
Ensure that you are not exceeding the specified maximum number of supported external USB-C devices, Thunderbolt devices, or displays for this model. Refer to Connect a display to your Mac and How many displays can be connected to MacBook Pro for more information about connecting external displays.
Inspect all USB-C and HDMI ports and top case openings on the computer for any signs of deformation, damage, or debris that may be blocking the connection.
If you find any debris in these ports, gently clean each connector using a small, nonmetallic, soft-bristled brush. Ensure that the brush is clean and dry. Gently brush out lint or debris. Use just enough bristles to fit inside the connector. Twist the bristles to loosen and lift out debris. Brush debris away from the connector to avoid brushing debris into the connector. Use a microfiber cloth to wipe away the loosened debris
Caution: Unplug all cables and turn off the computer first. Don't use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide that might damage the finish. Don’t use any metal objects to clear debris or obstructions, as this can short the connector and cause damage. Avoid getting moisture in any openings, and don't spray liquid directly on the computer. Don't use compressed air.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
Run the Mac Resource Inspector (MRI) diagnostic suite.
Note: For models with HDMI, examine diagnostic results to verify that HDMI hardware is present.
Connect a compatible mouse or keyboard to each USB-C port on the computer to verify basic USB-C port functionality.
Ensure that the Mac recognizes the connection with both orientations of the connector by flipping it over and reconnecting it.
Connect an external Thunderbolt display to the computer to verify USB-C port Thunderbolt functionality. Verify audio output If the external display has internal speakers. Verify that the external display shows a correct image and the external display’s speakers produce clear sound.
For models with HDMI, connect an external HDMI display to the computer to verify HDMI port functionality. Verify audio output if the external display has internal speakers. Verify that the external display shows a correct image and the external display’s speakers produce clear sound.
Open and inspect the computer
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the following parts one at a time in the order shown. After you replace the first part, repeat the troubleshooting steps to determine whether replacing a part resolves the issue. If it still isn’t resolved, replace the next part.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the input/output board or USB-C board (depending on model).
Replace the logic board.
Troubleshooting SD card issues
Identify issues
Read this article if you notice any of the following issues:
You can’t insert SD card into slot.
You can insert SD card into slot partially, but not completely.
SD card slot doesn’t align with enclosure.
SD card doesn’t function properly when inserted.
Use the SD and SDXC card slot on your Mac
If the issue wasn’t resolved by following a support article, continue to the next section.
Try quick troubleshooting steps
Verify that you are using the correct type of SD card. Refer to Use the SD and SDXC card slot on your Mac for more information about SD card compatibility and use.
Inspect the SD card slot and top case opening on the computer for any signs of deformation, damage, or debris that may be blocking the connection.
If you find any debris in this slot, gently clean it using a small, nonmetallic, soft-bristled brush. Ensure that the brush is clean and dry. Gently brush out lint or debris. Use just enough bristles to fit inside the opening. Twist the bristles to loosen and lift out debris. Brush debris away from the opening to avoid brushing debris into the opening. Use a microfiber cloth to wipe away the loosened debris.
- Caution: Unplug all cables and turn off the computer first. Don't use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide that might damage the finish. Don’t use any metal objects to clear debris or obstructions, as this can short the connector and cause damage. Avoid getting moisture in any openings, and don't spray liquid directly on the computer. Don't use compressed air.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or checking for potential causes, run these diagnostic and manual tests to help isolate the cause of the issue:
Insert a formatted SD card into the computer to verify basic SD card slot functionality. Ensure that the card seats correctly. Remove the card and verify that the card can be removed without difficulty.
Verify that SD card reader hardware is intact and not damaged. The SD card reader is typically part of the logic board.
Open and inspect the computer
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer's repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the logic board, which contains the SD card reader.
Note: This section requires ordering parts and tools. You can find a service option at support.apple.com/repair.