MacBook Neo Troubleshooting Camera Issues

• Use the camera on Mac

• If the built-in camera isn’t working on your Mac

If the issue wasn’t resolved by following a support article, continue to the next section.

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

2. Remove any cases, covers, or screen protectors.

3. Ensure that the ambient light sensor isn’t covered. It’s located at the top of the computer display near the camera.

4. Clean the display surface with a soft, slightly damp, lint-free cloth to remove any dust or debris.

   • Caution: Before cleaning, disconnect all cables and turn off the computer. Don't use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide that might damage the finish. Avoid getting moisture in any openings and don't spray liquid directly on the computer. Don't use compressed air.

5. Open Photo Booth. Verify that the software privacy indicator (located next to Control Center in the menu bar) illuminates and appears normally. Verify that the image looks normal.

6. Verify that the display brightness is turned to maximum and that the desktop wallpaper background isn't set to the same color as the software privacy indicator (orange or green). If it is, change the background color to something other than orange or green and retest for camera functionality.

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. If diagnostics indicate display hardware failures (such as TCON failures), display replacement is recommended.

2. Retest using Photo Booth after diagnostics. Verify that the software privacy indicator illuminates. Verify that the image looks normal. Verify that the software privacy indicator appears normally.

3. While observing the issue, move the display back and forth. Fully open and close the display several times to ensure that internal display cables aren’t pinched or short-circuiting.

4. If diagnostics indicate no hardware failures but the camera and software privacy indicators still don't function, erase and reinstall macOS on the computer. This may restore camera functionality.

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 all relevant internal flex cables and connectors for damage or tampering, such as a film or foreign material blocking a connector.

3. Disconnect and reseat the display cable connection to the logic board. Then reconnect the battery and retest for the camera issue.

4. 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.

• Replace the display, which contains the camera.

• 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)

• Display Anomalies

After the repair is completed, turn on the computer and verify that the image on the internal display, backlight, camera, and ambient light sensor are functioning normally.

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.