Model A1502 / 2.4, 2.6, or 2.8 GHz dual-core Intel processor / Released October 2013

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Having keyboard & trackpad problems

I have had this problem since August. It is incredibly annoying. I can tell it is a software problem because I watch it happening when I boot the machine with verbose logging. I can't fix it myself because the files I would have to edit or replace have been locked by Apple.

I filed a bug report in at the Developer support forum in August 2015. At the beginning of December, I got my first response: Would I please do a sysdiagnose and attach the report to my response? So I did. Then they wrote me and asked me to do it again with the backup volume attached. So I did that.

I have yet to get any real help from Apple, and the internal trackpad problem persists. I use OSX 10.11, and all my software is up-to-date. There is a Firmware update designed for this specific machine and this specific problem, but when I try to install it, I get an error message and am unable to complete the installation. I have tried a variety of alternate trackpad-equivalents, none of which have worked. It is very frustrating.

Update (01/02/2016)

Here's the Apple Update page with the info about the Trackpad update: Trackpad Update 1.0

These are good questions. Here is the info on my mac:

  • MacBook Pro (Retina, 13-inch, Late 2013
  • 2.8 GHz Intel Core i7
  • 4 GB 1600 MHz DDR3
  • Boot ROM Version: MBP111.0138.B15
  • SMC Version (system): 2.16f68

RE: verbose logging, I'll fill in more details when I can take a screenshot, but here is a recent console log w/some info:

D[BNBTrackpadDevice::getExtendedReport][90.3] ERROR: [BNBTrackpadDevice] getReport returned error e00002d7 for reportID 0x0047

Dec 28 21:00:01 SCWHD-2 kernel[0][BNBTrackpadDevice][updateBatteryLevel] Couldn't get battery percentage from device

Dec 28 21:00:01 SCWHD-2 kernel[0]: [BNBTrackpadDevice][waitForData][70-cd-60-fb-ab-57] Became inactive waiting for data.

Yes, I have spoken with Apple. My machine is no longer covered by warranty, so no help has been provided.

Update (01/02/2016)

I have not taken it to the Apple store, however I did have a long talk with a senior technician about it.

The error message I get is something to the effect that "this software cannot be installed on your computer." That's after I launched the installer and had gone through all the pre-installation windows.

Here is a link to a page on the Apple site that describes the exact problem I am having. Unfortunately, none of the easy solutions, like running disk utility or fixing the file permissions has made one iota of difference.

FWIW, I am getting some truly exotic error messages via the console. To wit:

"TOCGenerator[520]: WARNING: The Gestalt selector gestaltSystemVersion is returning 10.9.0 instead of 10.11.0. This is not a bug in Gestalt -- it is a documented limitation. Use NSProcessInfo's operatingSystemVersion property to get correct system version number."

I am grateful for your interest and help!

Sara

Answered! View the answer I have this problem too

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Have you brought your system into an Apple Store to show them the problem?

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What is the exact error you get when you try to run the update for the trackpad?

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You state you have spoken to Apple Did you visit an Apple Store and show them the problem? If you did what did they say?

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This post on the Apple Support site is a near-perfect characterization of the problem I'm having. Interesting, too, it appeared right after I installed Yosemite (OS X 10.10.5). I had hoped that replacing that with "el Capitan" would rectify the problem but it did not.

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As of this morning, I can finally return to report success. I believe the problem I had was due to both hardware and software problems. I ended up having to wipe and rebuild my hard drive. The keyboard then started working but the trackpad did not. When I ran a variety of system tests, I was still getting that same old error message about its "legacy driver." In total frustration, I decided to replace the upper case, to make sure the keyboard and trackpad were in reliable working order. I just completed that task, thanks to an amazing ifixit repair guide (or three)! Now, the (internal USB) keyboard and trackpad work. I feel like I have a new machine - no thanks to Apple, but with abundant thanks to ifixit!

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I had a very similar problem and almost sent it into Apple until I accidentally solved it. See my question and answer here: Trackpad Does not Function Properly

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I had a feeling it was the same issue you had faced before Mayer.

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Dan, I spent about 20 hours trying to solve this, real nasty problem.

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Wow - thanks! This looks really promising. I will give it a try and let you know how it goes. In the mean time, it is a great relief to learn that someone who really knows these machines struggled to find a solution. I've been trying to do so since the disastrous introduction of Yosemite (10.10.5) in August.

Stay tuned.

Sara

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@saraw1 - Please post a link in the Apple Developers dialog you have running now to your question here. That way others (Apple them selves) can track what is needed here to fix the problem. I suspect the firmware updater needs to be patched so it runs under the newer OS's.

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Will do, Dan. By Wednesday, I'll have a new, clean backup drive and will proceed to implement @mayer' s recommended solution. I'll also add that link, and will keep you posted. Many thanks! Sara

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Sara Wedeman will be eternally grateful.
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