MacBook Neo Troubleshooting Power Button or Touch ID Issues

• Use Touch ID on Mac

• If Touch ID isn’t working on Mac

1. Some MacBook Neo models have Touch ID and other models don't have it. For models with Touch ID:

   1. Ensure that your fingers and the Touch ID sensor are clean and dry. Use a soft, lint-free cloth to wipe off any dirt or debris on the Touch ID sensor.

   2. Restart the computer. After starting up, the computer will first prompt for a passcode (not a fingerprint) even if Touch ID is enabled. This is normal behavior. The only time the computer will authenticate using Touch ID is when waking from sleep, not when starting up.

2. For models without Touch ID: Follow the steps in Troubleshooting Keyboard Functional Issues to verify, clean, and replace the power button keycap if necessary.

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.

2. For models with Touch ID: Run the Touch ID diagnostic suite.

3. For models without Touch ID: Run the Keyboard diagnostic suite.

4. Verify power button functionality by attempting to turn the computer on using the power button. The computer should turn on.

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. For issues with power button feel, remove the bottom case and disconnect the battery from the logic board. Inspect the gap between the top case and the power button/Touch ID board for debris. If any debris is found that may interfere with power button operation, use compressed air to clean out the debris with the case open.

2. For issues with Touch ID or power button function, follow repair manual procedures to gain access to the Touch ID board, keyboard, and relevant flex cables.

3. 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.

4. For models with Touch ID:

   1. Fixing a Touch ID button that doesn’t click properly or feel right requires turning a center set screw. Refer to the computer’s repair manual to change the click tactility of the Touch ID and power button using the center set screw to correct the issue.

   2. Locate the Touch ID board 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.

   3. Disconnect and reseat the Touch ID board flex cable connection to the logic board. Then reconnect the battery and retest for the Touch ID or power button issue.

5. For models without Touch ID:

   1. Locate the keyboard 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.

   2. Disconnect and reseat the keyboard flex cable connection to the logic board. Then reconnect the battery and retest for the power button issue.

6. 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 one at a time in the order shown. After you replace the first part, run the post-repair diagnostics and perform functional testing to determine whether replacing a part resolves the issue. If it still isn’t resolved, replace the next part.

• For models with Touch ID: Replace the Touch ID board, which is also the power button. You must also replace the keyboard when you replace the Touch ID board.

• For models without Touch ID: Replace the keyboard, which includes the power button.

• 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 verification

Run the following diagnostic suites after the repair:

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

• Keyboard (to test the keyboard and power button)

• Touch ID (to test Touch ID in models with Touch ID)

After the repair is completed, turn on the computer and verify that the Touch ID or power button issue is no longer present.

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.