Mac OS Sierra Macbook Pro does not see mouse or keyboard

aclaus225
aclaus225 used Ask the Experts™
on
I have a Mac OS Sierra machine that is not detecting the mouse or keyboard, but does work with external keyboard and mouse.  The power button works on the laptop, but that seems to be the extent to which it functions.
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
Qian BaoTechnical Specialist

Commented:
You mentioned that it works with external keyboard and mouse. Are you implying that the built-in keyboard on the MacBook Pro is not working? What type of MacBook Pro is it? Is it the one with Retina Display (Power Button is part of the keyboard)?

Author

Commented:
You are correct that it is a Retina display.  Yes, the built-in mouse and keyboard are not functional.
Qian BaoTechnical Specialist

Commented:
By mouse you meant the trackpad?
Acronis in Gartner 2019 MQ for datacenter backup

It is an honor to be featured in Gartner 2019 Magic Quadrant for Datacenter Backup and Recovery Solutions. Gartner’s MQ sets a high standard and earning a place on their grid is a great affirmation that Acronis is delivering on our mission to protect all data, apps, and systems.

Qian BaoTechnical Specialist

Commented:
Grab an external keyboard and do a SMC reset for your MacBook Pro. Follow the instructions here:
https://support.apple.com/HT201295

1. Shutdown your MacBook completely.
2. Press Shift-Control-Option on the left side of the keyboard, then press the power button at the same time. Hold these keys and the power button for 10 seconds.
3. Release all keys.
4. Press the power button again to turn on your MacBook.
Has anyone been working on the MacBook in terms of disassembling it or has it had a drop/fall?

If the SMC reset doesn't work you'll have to open it up and check that the keyboard/trackpad connector isn't disconnected or damaged.

There are online tutorials on disassembling MacBooks .. you just need to provide the the serial/model number for specific details.
David AndersTechnician

Commented:
If there has been a liquid spill, take the Mac into an Apple Store for diagnosis
Unplug everything.
Restart with T key down - this will start in Target Mode, IF the keyboard is active early in the boot process.
https://support.apple.com/kb/PH25318?viewlocale=en_AU&locale=en_AU
Restart with SHIFT key down, IF the keyboard is active early in boot process, this will start in Safe Mode
https://support.apple.com/en-us/HT201262
Command+S  Single User Mode
Command+R  Boot from Recovery Disk

IF none of these work, plug in the external keyboard, boot with Command+R. If it boots from recovery Disk run Disk Utility and repair hard drive.
With external keyboard boot with D key down, this should run Diagnostics
https://support.apple.com/kb/PH25696?locale=en_US

Author

Commented:
It went to the Apple Store where they took the machine apart and put the cable connector back on.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial