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A simple “problem” to solve on a MacBook Pro cost Apple over $ 10,000 [atualizado]

This story is incredible. I mean, I don’t know if “amazing” is the right word to describe it, but really I can only think of it. And I will explain in a summarized form below, for you to draw your own conclusions.

The problem

Greg Benz has a MacBook Pro. No, fortunately he was not experiencing any problems with his keyboard (this butterfly mechanism, after all, is no joke). The developer said that his notebook “failed” again for the fourth time yesterday.

The first two times, Apple repaired the computer and replaced the logic board; when the “same problem” happened again, Apple went there and gave him a new MacBook Pro in order to solve everything once and for all. But, to Benz’s surprise, this “defect” has re-manifested. What, after all, would happen?

Well, the MacBook Pro screen was completely black after turning on the machine – even though you can hear the fan running. In addition to this, the only sign that the computer was alive was the light on the CAPS LOCK key, the LED on / off when pressed.

Opera summary: after two weeks, several Genius analyzing the problem, tests and more tests, and about $ 10,000 in repairs (logic boards, cables and even a new computer; that came out of Apple’s pocket, since the computer was under warranty), the problem was discovered. You may not even believe it, but it’s true. Prepared? So there you go: the screen brightness was 100% reduced. ?

Benz works with an external monitor and said that in the past, when using the notebook in clamshell (with the screen closed), some bugs caused the machine to go to sleep. To get around this problem, he would then leave the Mac open and take the screen completely off the screen to focus on the external monitor. He would then turn off the machine to do other things and, when he returned, the screen would remain “off”, appearing to be defective. ??‍♂️

What hindered

Some arguments can be used as a defense for Benz.

Example: even using macOS Recovery Mode or any other, the screen was still completely blank. Another: on my MacBook Pro (2015 model), the keys that control the brightness work normally after the machine turns on (ie, I can change the screen brightness before logging into macOS); on MacBook Pro with Touch Bar, no, as this is only available after login – and since the Touch Bar itself is 100% off (as well as the keyboard backlight), it may even give the impression that there is a problem with the computer. More: external monitors do not work during these steps (reset and login); in addition, it is not possible to use external keyboards to change the brightness of the screen.

That is, despite being quite simple, it can be quite complicated to make this diagnosis.

How the problem was solved

And how was the real problem discovered? A Genius used his iPhone’s flashlight to illuminate the Mac’s display and noticed that the login screen was there, well hidden, but it was (he saw the circle with Benz’s avatar).

Once logged in (he did this by typing the first letter of the user name him and giving Enter; then, typing the password and giving Enter again), he was finally able to adjust the brightness of the screen.

This was probably the most bizarre problem you have ever encountered with a MacBook Pro, right? Here is the learning (both for us, users, and for Apple itself, which could easily avoid this problem by making Macs have a minimum screen brightness, that is, when restarted). And I don’t doubt that a future update will change that, in fact.


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MacBook Pro

in Apple

Cash price: from R $ 10,529.10Installed price: up to 12x R $ 974,92Launch: 2019

Button - Buy now

via 9to5Mac

Update Jun 18, 2019 at 13:03

In an update on his blog, Benz reported that the black screen (which was still trying to increase the brightness) at startup of the MacBook Pro was something specific to his computer, probably due to some software conflict. In short: in a normal environment (without this conflict of third-party software), it would be possible to increase the brightness of the screen after starting macOS using the Touch Bar.

Because of this, we tackle part of the text above.