Dovahkiing

macrumors 6502
Original poster
Nov 1, 2013
344
252
Hi Everyone,

Having an issue with my keyboard backlight, refer to the below image. Basically, the right 1/3 of the board doesn't light up.

IMG_6297.jpg


I've tried the obvious stuff on my end - rebooting, full power cycle, reset SMC - none of that fixed the issue. Apple's only suggestion was to mail me a box for them to take a look, but they're quoting a two week turn around.

As far as I can tell, there are no posts with a similar issue, however I'm hoping (against hope probably) that this is still a software issue. Is there any chance a future update to macOS or even a re-instal of macOS might fix this? Or should I just suck it up and take the mail in box?

Thanks!
 

Dovahkiing

macrumors 6502
Original poster
Nov 1, 2013
344
252
thank you both!

Mailing in and being sans computer for two weeks is frustrating, but at least it’s still under warranty. I have no idea how this happened, I haven’t dropped or spilled anything on it so I assume apple will cover. I guess I might as well do it now. The Genius bars in my area are open by appointment - is there any chance they could fix this? Or would they just mail it in and I’d have and extra trip to and fro from the store on top of a two week wait?
 

chrfr

macrumors G4
Jul 11, 2009
11,189
4,741
thank you both!

Mailing in and being sans computer for two weeks is frustrating, but at least it’s still under warranty. I have no idea how this happened, I haven’t dropped or spilled anything on it so I assume apple will cover. I guess I might as well do it now. The Genius bars in my area are open by appointment - is there any chance they could fix this? Or would they just mail it in and I’d have and extra trip to and fro from the store on top of a two week wait?
You'd have to contact Apple. The fix is most likely going to be to replace the top case on the computer regardless of who does it. You might also look for a local authorized repair center; they might be able to diagnose the computer then allow you to keep using it until the part is received and they have time to do the work.
 

PBG4 Dude

macrumors 68040
Jul 6, 2007
3,567
3,138
thank you both!

Mailing in and being sans computer for two weeks is frustrating, but at least it’s still under warranty. I have no idea how this happened, I haven’t dropped or spilled anything on it so I assume apple will cover. I guess I might as well do it now. The Genius bars in my area are open by appointment - is there any chance they could fix this? Or would they just mail it in and I’d have and extra trip to and fro from the store on top of a two week wait?
Brought my MBP into an Apple store last Friday for repair. They sanitized it, then shipped it to the repair depot. Once it’s repaired, it will be shipped to my house, not the store.

Edit: I’m getting a new top case, which is what you'll get as well if it’s a hardware error.
 
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Dovahkiing

macrumors 6502
Original poster
Nov 1, 2013
344
252
Thanks for the replies folks!

Apple sent me a box and it came the next day. Since it takes 60 minutes to get in touch with Apple every time, I figured I’d see what the experience here is on my follow up question.

I’m planning to wipe my drive - better safe than sorry right? Anyway, pursuant to that, I’m waiting on Amazon delivery of an external SSD to do a proper backup via time machine. so, my question: it’s ok if is sit on this box for a week or so, right? don’t need to send it back right away?
 

Tim Tyler

macrumors newbie
Oct 24, 2020
2
0
Any update to this? I have the exact same issue going on with my 2019 16”. Thanks.
 

Fishrrman

macrumors Core
Feb 20, 2009
22,222
8,266
IF it's still under warranty or AppleCare, either:
- take it to a brick-n-mortar Apple Store genius bar
or
- Call Apple support and request a return that way. They'll send you a prepaid shipping box.

You ain't gonna fix this yourself...
 

Tim Tyler

macrumors newbie
Oct 24, 2020
2
0
I know I’m not going to fix it myself. My right sided lights are on, but barely visible. I was more wondering if it was software or hardware. I am weighing sending it in versus waiting a bit to take it to a brick and mortar. There are not any appointments available in my area for at least a couple weeks and my schedule and available time is going to be crap for a while. Really don’t want to be without a computer for two weeks.
 

Dovahkiing

macrumors 6502
Original poster
Nov 1, 2013
344
252
Any update to this? I have the exact same issue going on with my 2019 16”. Thanks.
I had to send it in to Apple twice. The first time I’m not sure what they did - the paperwork said “disassembled and reseated cables”, but when I got it back it had the exact same problem still. Not sure if it’s a common issue for the techs to fundamentally not fix the problem at all but it was pretty frustrating.

I had to send it back to them a second time. In the second repair, I’m pretty sure they did a full bottom case replacement. I don’t recall what exactly they wrote on the paperwork, but the battery reported as brand new. And the keyboard is fixed, obviously.
 
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