MBP going in for repair...question on preparation

[Moakesy]

My 2015 MBP is going in for a keyboard repair as it's recently developed the well known 'sticky keys' issue, where you press a key and it repeats two or three times.

As there are no store appointments available any time soon, I agreed that it could be sent off for repair. The support person said I needed to disable FileVault.

Now I've received the box to send it off in, the enclosed paperwork has no mention of disabling FileVault. Tbh, I don't really want to send off my machine knowing anyone can access my personal files. I have company accounts, files and data that would fall under GDPR on there that I feel I should keep safe. Normally it's encrypted, but wouldn't be if I disable FileVault.

Question is, has anyone sent off their machine in similar circumstances? Or can explain why they need to have the disc unencrypted to fix a hardware fault?

The issue needs fixing, as one of the keys that sticks is the space bar, so used all the time. I don't want send it off encrypted if that just delays the fix, but at the same time I'd prefer to keep FileVault switched on.

 

[0128672]

I'd feel the same uneasiness. What's interesting is that the support articles don't mention File Vault specifically:
https://support.apple.com/en-us/HT209095.

But this article recommends turning off security software and firmware password, and even erasing your HD before sending it in:

How to send your Mac to Apple for service - Apple Support (CA)

Learn how to send your Mac to Apple for service.

support.apple.com

 

[Natzoo]

I had the same thing and saw the paper on disabling a lot of stuff before sending it into repair. When I had my keyboard replaced in December, the genius bar didn't make me do anything and just took the device. I held off on the repair because I was told they would update me from Mojave to Catalina. I'm not sure why upgrading OS's will fix the keys.

 

[DeltaMac]

I think if you are nervous about sending off your laptop with some sensitive files on your drive, backup your drive and erase it.
Leave a fresh installed system, with none of your files, if you like.
Even if the boot drive is blank, the repair center will be able to do a hardware repair.
When you get your MBPro back, restore your drive from the backup.
Done.

 

[Yebubbleman]

My 2015 MBP is going in for a keyboard repair as it's recently developed the well known 'sticky keys' issue, where you press a key and it repeats two or three times.

As there are no store appointments available any time soon, I agreed that it could be sent off for repair. The support person said I needed to disable FileVault.

Now I've received the box to send it off in, the enclosed paperwork has no mention of disabling FileVault. Tbh, I don't really want to send off my machine knowing anyone can access my personal files. I have company accounts, files and data that would fall under GDPR on there that I feel I should keep safe. Normally it's encrypted, but wouldn't be if I disable FileVault.

Question is, has anyone sent off their machine in similar circumstances? Or can explain why they need to have the disc unencrypted to fix a hardware fault?

The issue needs fixing, as one of the keys that sticks is the space bar, so used all the time. I don't want send it off encrypted if that just delays the fix, but at the same time I'd prefer to keep FileVault switched on.

As @DeltaMac said, you should back up your Mac's internal drive (via something like Time Machine), and wipe your drive clean (with maybe a fresh installation of the latest macOS release). That way, they don't need to know your password nor will they have access to any files you don't want them to have access to. Apple even recommends that you create a Time Machine back-up and prepare to have your computer be wiped if need be. Plus, with a Time Machine Back-up, you can just restore your Mac back to how it was before you got it ready for service. The only inconvenience here is time. But unless you're using a USB 2.0 external hard drive as your back-up destination, it ought to not take that much time going both ways.

 

[dinobear]

My 2018 13" spacebar's key is also sticky. Incredibly anoying. It either registers as two spaces at once and puts periods everywhere (as that's a shortcut to auto-period making i guess), or it doesnt register a space at all. I feel your pain! I also dont want to send it in... I'll get around to it when I get a new laptop and sell this one. Using external keyboard for now.

 

[Moakesy]

I'd feel the same uneasiness. What's interesting is that the support articles don't mention File Vault specifically:
https://support.apple.com/en-us/HT209095.

But this article recommends turning off security software and firmware password, and even erasing your HD before sending it in:

How to send your Mac to Apple for service - Apple Support (CA)

Learn how to send your Mac to Apple for service.

support.apple.com

This is my issue, conflicting advice. That second link you provided is what is in the returns box on a printed sheet.

Although I could backup and delete my machine, I feel nervous about doing so, even with a backup in place. I know, it’s Apple, so it should be fine, but deliberately wiping my main machine feels wrong.

My 2018 13" spacebar's key is also sticky. Incredibly anoying. It either registers as two spaces at once and puts periods everywhere (as that's a shortcut to auto-period making i guess), or it doesnt register a space at all. I feel your pain! I also dont want to send it in... I'll get around to it when I get a new laptop and sell this one. Using external keyboard for now.

Yeah, almost every word now has a period at the end of it. The auto-period thing can be switched off, but I actually quite like it (normally).

As @Natzoo didn’t have to do anything when they took it in, I think I am going to switch it back on and take my chances. Really can‘t see why they need it switched off for a hardware repair.