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Macbook Pro M3 - stopped working after Golden Gate update

Hi everyone,


My MacBook Pro M3 Pro (2023) was working perfectly until macOS automatically updated overnight. The next morning, the entire keyboard stopped responding, and I couldn’t even enter my password.


Symptoms:


● No keys work, including Shift and Caps Lock.


● Keyboard backlight works normally.


● Trackpad and Touch ID/power button work.


● Keyboard doesn’t respond even in Startup Options, so I can’t enter Safe Mode.


● MacBook gets unusually warm.


● When I shut it down, it automatically restarts, showing the Apple logo and progress bar.


I’ve tried multiple shutdowns, disconnecting the charger, and checking Accessibility options. Nothing works. I currently don’t have an external keyboard to test.


Has anyone experienced this after a recent macOS update, especially on an M3 Pro?


Could this be a software/firmware issue rather than hardware? Is there a way to fix it without erasing my data?


Any advice would be greatly appreciated!


4 replies

Because the built-in keyboard does not work even at Startup Options, this is not just a problem with the macOS login screen. 


The symptoms could be related to software, firmware, or hardware, but there  is not enough information yet to say which one. 


The fact that it happened after the update does not by itself prove that the update caused it.


First, disconnect any unnecessary accessories and let the Mac cool down if it's unusually warm. 


Then shut it down by holding the Touch ID/power button for up to 10 seconds. 


Press and hold the power button again until “Loading startup options” appears, then choose Options >> Continue to enter macOS Recovery. Apple: Start up from macOS Recovery


If you can get into Recovery, do not erase the Mac. 


You can use Disk Utility to check the startup disk and, if necessary, reinstall macOS from Recovery. 


Just be careful not to choose an erase or restore option. Apple: Use macOS Recovery on Apple silicon


Since you do not  currently have an external keyboard, borrowing a wired USB keyboard would be a worthwhile next step. 


If it works in Startup Options or Recovery, that gives you useful information about the built-in keyboard. 


If it doesn't work either, mention that to Apple or an authorized service provider.


Have the computer evaluated by the Professionals who have the Special Hardware Software and Expertise to diagnose the issue and offer possible solutions


Make an Appointment at the Apple Genius Bar or call 1 800 MyApple and have them evaluate the computer


Other location Call Centres 


 Contact Apple for support and service


If an external keyboard lets you use Startup Options, you can also run Apple Diagnostics to check for possible hardware problems. Apple: How to run Apple Diagnostics on your Mac


If the problem continues, Apple also has a firmware Revive procedure for Apple-silicon Macs. 


A Revive is intended to preserve your data, but it requires another Mac and putting the affected Mac into DFU mode. 


Since your built-in keyboard isn't responding, Apple or an authorized service provider may need to handle that step. Apple: How to revive or restore Mac firmware


I'd also mention the unusual warmth and the fact that the Mac restarts after being shut down when you contact Apple. If it becomes excessively hot or keeps restarting unexpectedly, stop repeatedly restarting it and have it checked.


So yes, a software or firmware problem is possible, but the symptoms don't establish the cause yet. 


The good news is that there are several things you can try through Recovery and diagnostics before considering an erase, so your data doesn't need to be the first thing at risk.

Any USB wired keyboard will do. If things still don’t work then you have no option but to take your MBP to an Apple Store or Apple authorized service provider for examination and diagnosis.

The first recommendation would be to restart your Mac in Safe Mode. Safe Mode disables third party extensions, performs certain maintenance routines, does a quick storage check, etc. Safe Mode often clears up problems that arise during the update process. If the issue clears while on Safe Mode restart in normal mode and test to see if the issue comes back. If it does then there may be some third party software issue at play.


Start up your Mac in safe mode - Apple Support


If all else fails you may consider reinstalling macOS in Recovery Mode. Hopefully you’ve been making regular backups using Time Machine 🤞


How to start up from macOS Recovery - Apple Support


Good luck

I can't use the keyboard at all, it just doesn't react. I've found that in order to start safe mode, I need to press shift, which I can't do.


I'm trying to find an external keyboard to try and enter in my profile.