MacBook Neo Troubleshooting Intermittent Shutdown or System Instability Issues

• If your Mac doesn’t turn on

• If your Mac doesn’t start up all the way

• If your Mac restarted because of a problem

• Start up your Mac in safe mode

1. Inspect the computer for liquid damage. Contact with liquid can short internal circuits and cause the computer to malfunction.

2. Collect the following information:

   • When the computer shuts down (for example, on battery power or after running for a while)

   • How frequently the computer shuts down

   • Which applications are running at the time

   • How easy it is to cause the computer to shut down

3. If the battery is drained on the computer, connect it to a compatible Apple USB-C power adapter and charge cable. Charge the computer for at least 10 minutes to verify that the computer’s battery can charge. If the computer doesn’t turn on with a power adapter after charging, refer to Troubleshooting No Power. If the computer turns on but doesn’t complete the startup process, refer to Troubleshooting Startup Issues.

4. Follow the instructions in If your Mac restarted because of a problem.

5. Attempt to start up in safe mode to verify that the computer can start up completely without any issues.

If the issue wasn’t resolved by following a support article or trying the quick troubleshooting steps, run these manual and diagnostic tests to help isolate the cause of the issue:

1. Run the Mac Resource Inspector (MRI) diagnostic suite while connected to a compatible Apple USB-C power adapter and charge cable, if possible.

   • Note: This test will gather diagnostic information about the battery and verify that thermal sensor readings are within limits. Check diagnostic test results for any battery, power, or thermal warnings or failures.

2. MRI may report a consumed or defective battery, or other significant failure. Any of these failures can cause intermittent shutdowns.

If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the computer’s repair manual to open and inspect the computer. A damaged or out-of-place part may be causing one of the issues.

1. Follow repair manual procedures to remove the bottom case and disconnect the battery from the logic board.

2. Inspect internal parts and the enclosure for indications of physical or liquid damage, contamination, or burned or darkened areas. Inspect all relevant internal flex cables and connectors for damage or tampering, such as a film or foreign material blocking a connector.

3. Locate the USB-C boards flex cable connector and verify the flex cable is present and connected. If the flex cable is missing, it may be under the logic board. Remove the logic board to locate the flex cable. Disconnect and reseat the USB-C boards flex cable connection to the logic board to verify its connection.

4. Test whether the battery is preventing power. With the battery still disconnected, attempt to turn on the computer with the charge cable connected. With the charge cable still connected, reconnect the battery and attempt to turn on the computer. If the computer turns on with the battery disconnected and fails to turn on with the battery connected, battery replacement is recommended. Continue to the next section. If the computer doesn't turn on whether the battery is connected or not, suspect a USB-C boards or logic board issue. Continue to the next section. If the computer turns on but doesn’t complete the startup process, refer to Troubleshooting Startup Issues. If the computer turns on and completes the startup process, the battery connection may have needed reseating, causing the intermittent issue.

5. If the issue is resolved or inspection reveals no issues, complete the reassembly. If diagnostic results or inspection identified a faulty part, continue to the next section. If the issue persists without identifying a specific part, continue to the next section for logic board replacement.

Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.

If the issue wasn’t resolved or isolated by following the previous steps, replace the following parts for each relevant issue:

• If diagnostic results report any USB-C port failures, or if you find damage in the charging ports, replace the USB-C boards.

• If diagnostic results report any battery errors or failures or testing indicated battery issues, replace the battery.

• If no specific faulty part was identified above, replace the logic board.

Repair completion

Depending on the part replaced, Repair Assistant may be available on the device to finish the repair. Learn how to initiate Repair Assistant.

Post-repair completion

Run the following diagnostic suite after the repair:

• Mac Resource Inspector (MRI) (to test overall functionality)

After the repair is completed, turn on the computer and verify that the issue has been resolved.

Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.