Apple macbook pro User Manual

							MacBook Pro Troubleshooting — Hardware Symptom Charts 201
Audio Quality Poor
The camera is recognized but the built-in microphone’s audio quality is poor.Open the System Preferences window and click on Sound.  
1.  
- Verify that the internal microphone has been selected as the sound input port.  
- Verify that the input volume settings are appropriate. Use the volume level meter to verify 
settings.
Open iMovie and create a new project. Click on the Audio button and record a sound 
2.  
sample. If audio quality is fine, it was a settings problem.
Check the speaker assembly (includes the microphone) is plugged in.
3. 
Replace the speaker assembly.
4.  
Keyboard
No response from any key on keyboard
Remove any connected peripherals and eject any ExpressCard.
1.  
If only numbers shows up, check if NUM lock (F6) is engaged.
2.  
Attach an external USB keyboard, if it doesn’t work, go to step 6.
3. 
Turn off the computer. Check the keyboard flex cable connection to the trackpad, and the 
4.  
trackpad flex cable connection to the main logic board (especially check the connectors for 
damage).
Start up from the MacBook Pro Mac OS X Install 1 DVD that came with the computer (hold 
5. 
down the “C” key during restart, if possible) to verify that it is not a software problem.
Replace keyboard.
6.  
Replace top case.
7.  
Replace logic board.
8.  
No keyboard illumination
Go to Keyboard system preference pane and make sure the “Illuminate keyboard in low light 
1.  
conditions” check box is checked. Try using system in a dimly lit environment.  
Note: The keyboard illumination is not bright enough to be seen in most well lit spaces. In 
order to view the key being illuminated, the ambient light needs to be dim.
Check the keyboard backlight cable connection to the top case flex, if bad, replace the top 
2.  
case.
Replace keyboard
3. 
Replace the left ambient light sensor.
4.  
Replace logic board.
5.  
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 202
Keyboard is partially illuminated. 
Check the keyboard backlight cable connection to the top case flex if bad replace the top 
1.  
case.
Replace keyboard.
2.  
Microphone
The microphone is not working
Check the Sound system preference pane and verify the selection under the Input tab is for 
1.  
the built-in microphone.
Check the signal level and level meter and adjust the gain.
2.  
Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until 
3. 
you hear the startup chime at least one additional time after the initial startup chime).  
Warning: Resetting the PRAM will permanently remove a RAM disk, if present and all of 
its contents. You will also need to reset the date and time (using the Date & Time system 
preference pane).
If there is no sound output from the internal speaker as well as the microphone not working, 
4.  
verify cable connections.
Replace the speaker assembly (which contains the microphone).
5. 
Replace Left I/O flex cable.
6.  
Replace the Left I/O board.
7.  
Replace the logic board.
8.  
Modem (External)
Note: MacBook Pro does not have an built-in modem. Apple offers an optional external USB 
Modem. 
No modem dial tone
Check that the correct modem is selected in the Network Port Configuration section of the 
1.  
Network system preferences.
Verify known-good analog (not digital) telephone line.
2.  
Verify known-good RJ-11 telephone cable.
3. 
Verify RJ-11 cable is not plugged into Ethernet port (should not be physically possible with 
4.  
this MacBook Pro).
Verify RJ-11 telephone cable is firmly installed in the modem port.
5. 
Inspect RJ-11 connector for pin damage. If damaged replace modem.
6.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 203
Open Apple System Profiler, and under the Hardware tab look at USB . It should show the 
7.  
modem presence by indicating Apple External Modem.. If not visible, start checking modem 
USB connection.
Replace the external modem.
8.  
Replace logic board.
9. 
Modem does not respond (can hear dial tone)
Check that the correct modem is selected in the Network Port Configuration section of the 
1.  
Network system preferences.
Check modem application is properly configured.
2.  
Open Apple System Profiler, and under the Software tab look at Extensions. Check to see that 
3. 
the MotorolaSM56K and AppleI2SModem Family files are listed and loaded. If not, restart the 
system and check again. If still not visible replace system software.
Open Apple System Profiler, and under the Hardware tab look at USB . It should show the 
4.  
modem presence by indicating Apple External Modem.. If not visible, start checking modem 
USB connection.
Replace Apple External Modem.
5. 
Replace logic board.
6.  
Modem intermittently disconnects or low performance
Verify known-good RJ-11 telephone cable (for example, the retaining clip is not broken off ) 
1.  
and it is firmly installed when used. If telephone cable is bad, replace it.
Ask if issue happens with only one particular phone line, but not another. The problem may 
2.  
be an issue with that particular phone line. Under bad line condition, try setting the modem 
script to start with a slower connect rate such as “Apple Internal 56K Modem (v.34).” 
If the customer indicates the system disconnects under very high CPU loads such as burning 
3. 
DVDs and/or working with video editing software such as Final Cut Pro, try connecting the 
modem without any application running and see how the modem performs. Use Knowledge 
Base article 106642: “Mac OS X: Using Apple PPP Test Server” to test the modem. If OK, ask 
the customer if the task of connecting the modem can be done separately or with less 
applications running simultaneously. 
Replace Apple USB modem.
4.  
Replace the logic board.
5.  
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 204
Optical Drive
Optical Drive not recognized
Make sure the optical drive is a cable select drive set as a slave (1). 
1.  
Make sure the optical drive flex cable is undamaged and properly installed. If bad, replace.
2.  
Replace optical drive.
3. 
The optical drive does not accept CD or DVD disc (mechanical failure)
Verify disc is not warped and is a 12 cm circular disc.
1.  
Check that a small disc is not stuck inside, or other foreign objects. Remove drive from 
2.  
system to extract disc.
Verify disc is pushed almost all the way into the slot.
3. 
Check the optical drive flex cable.
4.  
Replace optical drive.
5. 
The optical drive does not eject CD or DVD disc
Verify disc is not in use by quitting any applications that may be using the disc.
1.  
Press and hold Media Eject key at top right corner of keyboard. If that does not work, hold 
2.  
down Function (fn) key and Media Eject key.
Drag disc icon to trash or select it and press Command-E.
3. 
Choose Restart from Apple menu while holding down trackpad button.
4.  
Disconnect and reseat the optical drive flex connector to the logic board. Make sure the 
5. 
connector is fully seated and flat. Remove any Kapton tape and apply new tape to secure.
Reseat the optical drive mechanism. Make sure the drive is biased toward the back of the 
6.  
computer.
Replace optical drive. (See “How to remove a stuck disc from the optical drive” heading of the 
7.  
Optical Drive chapter in the Take Apart section of this manual.)
The disc icon does not show up on desktop, or a dialog box appears to initialize 
disc, when inserting a read-only disc
Verify the correct type of disc is being used.
1.  
Use Software Update system preference pane to check if there is updated firmware.
2.  
Try cleaning the disc. If it is dirty or scratched, it may not mount.
3. 
Try a different disc.
4.  
Replace optical drive cable.
5. 
Replace optical drive.
6.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 205
Difficulty writing to optical media
Verify the correct type of disc is being used.
1.  
Try a different brand or speed of CD-R disc.  
2.  
Note: Some brands of 24x or 32x CD-R media may not work with the SuperDrive.  
Note: There are two factors in the ability for the optical drive to write to media.  
- First, there are varying qualities of blank optical media. Some media are made to such low 
specifications that the ability for the drive to write to it is marginal. There are variations in 
optical media even under the same brand. Some brands source their optical media from a 
variety of manufacturers, so there may be variations in the quality.  
- Second, an optical drive that supports writing to a CD-R/RW or DVD-R/RW disc requires 
a special writing algorithm for discs from different disc manufacturers. There are hundreds 
of disc manufacturers, it is impossible to implement writing algorithms for each disc 
manufacturer. Usually, drive manufacturers implement special writing algorithms for discs 
from major disc manufacturers. For discs that are not supported by the drive with special 
writing algorithms, the drive will use a generic writing algorithm to write the disc. In this 
case, the writability and readability may not be optimal.
Replace optical drive flex cable.
3. 
Replace optical drive.
4.  
Ports
A USB port is not recognizing devices
Completely shut down, then press the power button to start the computer.
1.  
Use Software Update system preferences to verify that the latest software is installed.
2.  
For USB, test ports with an Apple keyboard or mouse. If the left port is not recognized check 
3. 
the Left I/O flex cable’s condition and connection. 
If the USB flex cable is fine, replace the Left I/O board for the left USB port or the main logic 
4.  
board for the right port.
Use Apple System Profiler to verify that the computer is recognizing the bus. If not replace 
5. 
the logic board.
A USB device not recognized by computer
Note: If you are trying to use a serial device with a USB/Serial adapter, check with the 
manufacturer of the adapter for compatibility.
Completely shut down, then press the power button to start the computer.
1.  
Verify current driver for the device is installed.
2.  
If a camera, turn on camera after initiating download with camera application.
3. 
Try the other USB port.
4.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 206
Try different USB device on same port.
5. 
Eliminate chain by plugging in only one peripheral.
6.  
Try known-good Apple USB keyboard or mouse to verify the port is working properly. If the 
7.  
left port is bad, check the Left I/O board flex cable and connections. If the right port is bad, 
check the backup battery flex cable and connections.
If the Left I/O flex cable is fine, replace the Left I/O board for the left USB port.
8.  
Replace logic board.
9. 
A FireWire port is not recognizing devices
Note: In FireWire Target Disk Mode, MacBook Pro cannot be mounted on systems with Mac OS X 
10.3.9 or earlier. Refer to Knowledge Base article 303118, Intel-based Macs: About using Target Disk 
Mode with Mac OS X 10.3.9 or earlier.
Test the FireWire port by connecting to another computer using FireWire Target Disk Mode. 
1.  
Refer to Knowledge Base article 58583: How to Use FireWire Target Disk Mode.
Verify that drivers are installed properly for third party, if needed. 
2.  
Make sure the cable is firmly attached.
3. 
Try a different cable.
4.  
If self powered make sure that the power supply is connected and device’s LED indicates that 
5. 
it is getting power.
Replace logic board.
6.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 207
Power Adapter 
The power adapter LED does not turn on
Confirm the power adapter is connected to a known good outlet.
1.  
Try replacing the AC plug or the AC power cord. If the adapter works replace the appropriate 
2.  
plug or cord.
Check the pins in the power adapter DC plug for pins stuck down.  
3. 
 
If pins are stuck down, try cleaning the contact 
 
Debris removal should be done with a soft, non-electrostatic generating (non-plastic bristle) 
brush. A tool such as a cotton swab may introduce foreign material that will cause the pins 
to seize up. If the pin has become stuck, try working the pin to release it.
If LED on the DC cord does not turn on, there may be contamination in the computer port. 
4.  
The contact pins can be dirty. It can be cleaned with a soft brush.  Do not use liquid.  
 
In addition, foreign material may be pulled in which covers the contacts or prevents the DC 
plug to seat enough for the sense pin to connect to the system.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 208
Check if pins are missing or bent. Replace the power adapter
5. 
Check the power port on the computer for contamination which prevents the pins to make 
6.  
contact. It can be cleaned with a soft brush. Do not use liquid.  
In addition, foreign material may be pulled in which covers the contacts or prevents the DC 
plug to seat enough for the sense pin to connect to the system. 
Remove the battery and connect the power adapter. If the adapter turns on and boots the 
7.  
system, replace the left I/O board. 
Sound
No sound heard and the Speakers section of the Sound system preference pane 
indicates that an external device is plugged in (to the headphone jack or USB 
ports)
If there is nothing plugged into the headphone jack or USB ports, under the Output tab of 
1.  
the Sound system preference pane should be set to the internal speakers.
If not, and if nothing is plugged in, try plugging in headphones or external speakers. Restart 
2.  
the computer. Remove the device.
Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until 
3. 
you hear the startup chime at least one additional time after the initial startup chime).  
Warning: Resetting the PRAM will permanently remove a RAM disk, if present, and all of 
its contents. You will also need to reset the date and time (using the Date & Time system 
preferences pane).
If the system continues to indicate a phantom device plugged into the system replace , left 
4.  
I/O board.
Replace logic board.
5.  
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 209
No sound from speaker(s)
Use the Software Update system preference pane to verify that the latest audio update has 
1.  
been installed.
Press the F3 key (with the fn key pressed and not pressed) to verify that mute mode is not 
2.  
enabled.
Press the F4 or F5 key (with the fn key pressed and not pressed) to check the volume setting. 
3. 
Verify no external speakers or headphones are plugged in.
4.  
Check the speakers tab on the Sound control panel to confirm that the software is correctly 
5. 
seeing that there are no external speakers or headphones connected.
Shutdown computer and restart.
6.  
Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until 
7.  
you hear the startup chime at least one additional time after the initial startup chime).  
Warning: Resetting the PRAM will permanently remove a RAM disk, if present, and all of 
its contents. You will also need to reset the date and time (using the Date & Time system 
preference pane). 
Verify that the speaker cable is connected properly to left I/O board.
8.  
Check speaker cable. Verify left and right cable connections.
9. 
Check with headphones or external speaker, if audio is heard, replace speaker assembly.
10.  
Replace left I/O flex cable.
11 .  
Replace left I/O  board.
12.  
Replace the logic board.
13 .  
Distorted sound from speakers
Verify sound is correct with external speakers/headphones. If sound is correct, check speaker 
1.  
wire and connections.
In Sound system preference pane, check balance. 
2.  
Compare same sound with two different units to make sure that sound is actually distorted.
3. 
Check speaker wire. If damaged, replace speaker assembly.
4.  
If the distortion is coming from the right speaker with sound balance shifted toward the left, 
5. 
remove the right speaker. Check the gasket in the speaker housing, if the gasket is deformed, 
move the gasket back into a circular shape. If gasket cannot be fixed, replace the housing. 
You need to order the speaker assembly.
Replace left I/O board.
6.  
Replace left I/O flex cable.
7.  
Replace logic board.
8.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 210
Trackpad
The cursor does not move when you are using trackpad
Verify that no USB device is connected.
1.  
Boot from the Software Install and Restore DVD to verify that it is not a software problem. If 
2.  
the trackpad works, restore the system software.
Reset the power manager. See new procedures under the “Resetting the Power Manager Unit 
3. 
(SMC)” heading in the Hardware Troubleshooting Tools and Tips section.
Check trackpad flex cable connection to the logic board.
4.  
Replace top case.
5. 
Replace logic board.
6.  
The cursor intermittently does not move or moves erratically
Notes:
User must touch with the surface of only one finger at a time and point directly down on the 
• 
trackpad surface.
When running Apple Hardware Test or Apple Service Diagnostic, the trackpad will respond in 
• 
very small movements of the cursor. This behavior is normal.
Clean trackpad surface (with computer off, using a non-static-inducing material). 
1.  
Completely shut down, then press the power button to start the computer.
2.  
Reset the power manager. See new procedures under the “Resetting the Power Manager Unit 
3. 
(SMC)” heading in the Hardware Troubleshooting Tools and Tips section.
Make sure power adapter is using the ac power cord, not the duckhead. Check if the 
4.  
intermittent behavior goes away. If it does, it should be recommended to use the ac cord 
which provides a ground path for static to go.
Disconnect the power adapter,and run on battery power only. If problem goes away, replace 
5. 
power adapter.
Place the MacBook Pro Mac OS X Install 1 Disc in the optical disc drive, press the start button 
6.  
and hold down the “C” key. Check the cursor movement, to see if the problem is software.
Check trackpad flex cable connection to the logic board.
7.  
Replace top case.
8.  
Replace logic board.
9.