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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
So my trackpad just stopped working. I restarted my iPad, disconnected and reconnetted and it still won‘t work. I don’t even see the cursor anymore. Any tips or ideas on how to fix before I reach out to apple support?

Thanks
 
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The Game 161

macrumors Penryn
Dec 15, 2010
25,311
14,101
UK
So my trackpad just stopped working. I restarted my iPad, disconnected and reconnetted and it still won‘t work. I don’t even see the cursor anymore. Any tips or ideas on how to fix before I reach out to apple support?

Thanks

Maybe do a hard reset?
 
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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
I did that and it didn’t help. Ending up speaking with apple support and they barely knew anything about the product. As we were talking, I took it on and off a few times and tried cleaning the smart connector area. Started working again. Hopefully it was just a little dirty.
 
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gandalfQC

macrumors newbie
Apr 30, 2020
3
3
So my trackpad just stopped working. I restarted my iPad, disconnected and reconnetted and it still won‘t work. I don’t even see the cursor anymore. Any tips or ideas on how to fix before I reach out to apple support?

Thanks
Hi , I had the same problem, did 2 resets with no success , did 2 hard reset with the IPad docked and the pointer is back now. It’s the second time I have this issue right after unlocking the Ipad with the trackpad . Still investigating, pretty sure it’s a bug .
 
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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
Thanks for sharing your experience. I haven’t experience it again. I was hoping it was just a dirty connection but I somehow doubt that as I basically clean my iPad regularly. I’ll update this thread if it happens again.

I should note I’m on the beta iPad OS. Right Now on 13.5 but I was on 13.4.5 when it first happened.
 
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gandalfQC

macrumors newbie
Apr 30, 2020
3
3
Thanks for sharing your experience. I haven’t experience it again. I was hoping it was just a dirty connection but I somehow doubt that as I basically clean my iPad regularly. I’ll update this thread if it happens again.

I should note I’m on the beta iPad OS. Right Now on 13.5 but I was on 13.4.5 when it first happened.
ok thanks , hope this will be fixed on 13.5 !
 
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Mario Poinchat

macrumors newbie
May 2, 2020
3
3
I have the same problem. Tried soft and hard resets and cleaning the contacts. I noticed that when you set the size of the pointer, it shows up (barely) in the upper left corner of the screen and cannot be moved. The keyboard section works, but the trackpad does not. Any suggestions? I'll try Apple phone support. The chat returns a "Bad request" error.
 
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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
Sorry you are experiencing this issue.

When I called Apple support they had VERY little knowledge of the product. I basically just got it to work by luck. Took it off a bunch of times and kept wiping the connectors on both the iPad and the case and then it just worked. I honestly don’t think it had anything to do with a dirty connector and I’m starting to believe it’s more software related. Probably a glitch. But I could be wrong.

What version of the OS are you on?
 
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ascender

macrumors 68040
Dec 8, 2005
3,830
1,712
* sigh *

Exact same issue here, was working fine until earlier when i came to use it and its stopped. Power cycled the iPad but no joy. Will call them....

Oh, and Apple, I know design is your one and only priority, but please stop making your serial numbers so tiny and hard to read for those of us over the age of 12 without perfect vision.
 
Last edited:
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ascender

macrumors 68040
Dec 8, 2005
3,830
1,712
Well that was hard work....

Its now started working again. Charging was never lost, so I’m guessing its not due to the smart connectors. The adviser suggested “setting the keyboard up again” but was unable to give me any instructions as to how I was supposed to do that.

She suggested it might need an iPad restore or maybe a repair. But just to call back next time it stops.

Hmmmmm.....
 
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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
Thanks for sharing. Really hoping this is a software glitch. Which version of iPad OS are you on?
 
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Will Tung

macrumors newbie
May 11, 2020
2
8
Mine just stopped working, did some soft resets, some hard resets, cleaned the contacts. The keyboard works, the charging through the smart connector works, but the trackpad doesn't. There's a glimpse of the cursor once the iPad is reset, and there's a glimpse of the cursor when I try to change the size. But nothing else works, cursor doesn't move, gestures don't work, etc. Any other suggestions?
 
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Mario Poinchat

macrumors newbie
May 2, 2020
3
3
Hi Will. I had the same problem. I found that it was related to the smart connector. It worked randomly but mostly not.
If I lined up the iPad on the left side and dropped the right side into place, it would work (one out of three or four tries).
I considered that to be an unacceptable treatment for a (very) expensive device so I returned it for a replacement.
I'm waiting for the replacement now. Shipping time seems to be quite a bit longer than when I ordered it on launch day.
 
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mrgaskell

macrumors newbie
May 12, 2020
1
0
Singapura
Same issue, could only see the cursor in the top left corner. Lining up the case with the contacts first, then the camera side did the trick.
 
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Arran

macrumors 601
Mar 7, 2008
4,559
3,397
Atlanta, USA
Same here. Trackpad just disappeared. Screen was locked and the MK’s USB-C port was connected to power.

Tried:
  • Open/close MK - Nope
  • Remove, reattach iPad- Nope
  • Hit some keyboard keys - Nope (but the keys worked)
  • Shut down and restart iPad - Nope.
and then after 30 seconds it was working again.
 
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penlost

macrumors member
Jun 11, 2010
33
6
Suffolk, United Kingdom
Same just happened to me. The only thing that fixed it was to unplug the charge lead and restart the iPad. Placed it on the dock with the charge lead and it works .. at the moment
 
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jokerz126

macrumors 6502
Oct 26, 2010
278
42
I also just noticed the trackpad became very unresponsive....was scrolling with two fingers and it started to stall...then to the point it wouldnt scroll at all....but i restarted the ipad and it came back. On ios 13.4.1. Should i try the 13.5 beta?
 
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penlost

macrumors member
Jun 11, 2010
33
6
Suffolk, United Kingdom
This happens to me every other day now. mouse cursor disappears and it takes a while to turn on/off and to remove and replace the ipad onto the dock several times to get it working. The keyboard works so power is getting to it. Might contact Apple today and see what they say
 
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goonie4life9

macrumors 6502
Jun 16, 2010
263
437
I’ve got an update, folks. Apple has never heard of this issue and they talk to billions of people a day. What you’ll need to is disable the keyboard and then re-enable it. If the issue persists, you’ll need to do a hard reset of the keyboard. If, after the hard reset, you still encounter the issue, the next step is to erase the keyboard and do a fresh installation of the OS. If that doesn’t resolve the issues, you’ll need to connect the keyboard to a computer to dump the logs. You’ll then to run a sysdiagnose with Mail debugging enabled. Once you’ve done that, you’ll submit the logs to engineering. They’ll get back within 48 hours.

I think that about covers the usual Apple approach to these “never before heard of” issues.
 
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Arran

macrumors 601
Mar 7, 2008
4,559
3,397
Atlanta, USA
Happened again today.

Trigger: iPad left for a few hours in open MK with power connected to MK.

Fix: Remove iPad from MK. Remove power from MK. Wait 10 seconds. Reconnect everything.

I’ll see if I can reliably reproduce this.
 
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Tulipo

macrumors regular
Original poster
Mar 27, 2011
132
56
I’ve got an update, folks. Apple has never heard of this issue and they talk to billions of people a day. What you’ll need to is disable the keyboard and then re-enable it. If the issue persists, you’ll need to do a hard reset of the keyboard. If, after the hard reset, you still encounter the issue, the next step is to erase the keyboard and do a fresh installation of the OS. If that doesn’t resolve the issues, you’ll need to connect the keyboard to a computer to dump the logs. You’ll then to run a sysdiagnose with Mail debugging enabled. Once you’ve done that, you’ll submit the logs to engineering. They’ll get back within 48 hours.

I think that about covers the usual Apple approach to these “never before heard of” issues.

haha that’s pretty much what I heard too. Support kept asking me to do a hard reset of the keyboard itself. I asked how and then the confusion set in. I’m pretty sure the person I spoke to didn’t even know the product existed.
[automerge]1589852615[/automerge]
Happened again today.

Trigger: iPad left for a few hours in open MK with power connected to MK.

Fix: Remove iPad from MK. Remove power from MK. Wait 10 seconds. Reconnect everything.

I’ll see if I can reliably reproduce this.

I haven’t had this happen again but if it does I will try this. Thank you.
 
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gsmornot

macrumors 68040
Sep 29, 2014
3,337
3,087
Yep, when the mouse disappears I removed the iPad from the MK, removed the power, waited about 10 seconds, up the iPad back on the MK, connect the power. The pointer returned before I connected the power again but bottom line to get it back was likely something with the power. Not sure. If it happens again I will try a few other things to see what happens.
 
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