Apple Offers Technicians Additional Training on MacBook Keyboards With Series of Web Broadcasts

It has been an eventful few weeks for MacBook Pro keyboards.

Last month, Apple finally acknowledged that a "small percentage" of MacBook and MacBook Pro models with butterfly switch keyboards may experience issues with "sticky" or inconsistently functioning keys, and launched a worldwide service program offering free repairs of affected keyboards for up to four years.

macbookpro15inch2018
The issues are widely believed to be caused by dust or other particulates, like crumbs from a sandwich, getting lodged in the butterfly mechanism underneath the keycaps, which are shallower than those on previous-generation MacBook and MacBook Pro keyboards with traditional scissor switch mechanisms.

Then, last week, Apple surprised us with the release of new 2018 MacBook Pro models, which feature an "improved third-generation keyboard for quieter typing," according to Apple's press release. Apple never publicly confirmed if the third-generation keyboard addresses the issues that prompted its service program.

It didn't take long for the repair experts at iFixit to open up the latest 13-inch MacBook Pro with Touch Bar and discover a thin silicone membrane underneath each key, which they said is clearly to prevent "contaminant ingress," or, in other words, to prevent dust and crumbs from getting stuck under keys.

Then, just hours ago, MacRumors obtained an internal document from Apple, distributed to its network of Apple Authorized Service Providers, that clearly acknowledges that "the keyboard has a membrane under the keycaps to prevent debris from entering the butterfly mechanism," as many people suspected.

Now, in another internal document obtained by MacRumors, Apple has announced that it will be hosting a series of 60-minute web broadcast events focused on servicing Mac notebook keyboards and keycaps.

In the broadcasts, which service providers are instructed to watch "in private in an environment away from customers," Apple says it will discuss the anatomy of the current keycaps, focus on troubleshooting and isolating keyboard issues, and demonstrate how to clean keyboards and replace keycaps.

These training sessions are routine for Apple Authorized Service Providers, but given all of the issues surrounding the MacBook and MacBook Pro keyboards as of late, they will likely be very helpful for technicians.

Customers can initiate a repair by reading: How to Get a MacBook or MacBook Pro Keyboard Repaired Free Under Apple's Service Program.

Related Roundup: MacBook Pro
Buyer's Guide: MacBook Pro (Buy Now)
Related Forums: MacBook, MacBook Pro

Popular Stories

2007 iPhone

Apple Discontinuing This 18-Year-Old iPhone Feature

Saturday February 8, 2025 3:51 pm PST by
The end of an 18-year era is on the horizon for the iPhone. Apple reportedly plans to announce a new iPhone SE as soon as next week, and the device is expected to feature a full-screen design with Face ID, instead of a Touch ID home button. That means Apple will no longer sell any new iPhone models with a home button, for the first time since the original iPhone launched. The home button...
oppo find n5 fingers

World's Thinnest Foldable Phone Launches Next Week

Monday February 10, 2025 3:05 am PST by
Oppo has confirmed a February 20 global launch for its Find N5, which the company claims is the world's thinnest device in the foldable phone category. The phone is expected to be re-branded as the OnePlus Open 2 in the US. The Chinese vendor has been teasing the device in the last few weeks, touting its waterproofing and nearly invisible display crease, and highlighting its thinness by compa...
iCloud General Feature Redux

iPhone Users Who Pay for iCloud Storage Receive an All-New Perk

Thursday February 6, 2025 11:21 am PST by
If you pay for iCloud storage on your iPhone, Apple has a new perk for you, at no additional cost. iCloud+ is the official name for Apple's paid iCloud storage plans, which range from 50GB for $0.99 per month to 12TB for $59.99 per month in the United States. iCloud+ plans already come with multiple perks for free, such as Hide My Email and HomeKit Secure Video, and now there is another one...
m2 macbook air blue

M4 MacBook Air Release Continues to Appear Imminent

Monday February 10, 2025 10:56 am PST by
There continue to be signs of a new MacBook Air with an M4 chip, indicating that we could see the machine launch in the not too distant future. A private account on X today shared the identifiers that the MacBook Air will use, and those identifiers correspond to the M4 chip. According to the source, both the 13-inch MacBook Air and the 15-inch MacBook Air will be equipped with Apple's...
imac video apple feature

Apple to Announce New Products Next Week

Saturday February 8, 2025 10:55 am PST by
Apple has yet to release any new devices in 2025, but at least two new products are expected to be announced next week, according to rumors. Below, we outline the new Apple products that are likely to be unveiled next week. iPhone SE 4 Apple plans to announce the long-rumored iPhone SE 4 as soon as next week, according to Bloomberg's Mark Gurman. The new iPhone SE is rumored to...
iOS 18

iOS 18.4 Will Include These New Features for Your iPhone

Wednesday February 5, 2025 7:15 am PST by
iOS 18.3 was released last month, so the first iOS 18.4 beta should be coming soon. iOS 18.4 is expected to be a more substantial update for the iPhone, with several new features and changes related to Apple Intelligence and beyond. Apple's website suggests that iOS 18.4 will be released in April, following beta testing. Below, we outline what to expect from the update so far. Apple...
apple silicon mac lineup 2024 feature purple

Apple Increases Mac Trade-In Values for a Limited Time

Sunday February 9, 2025 3:53 pm PST by
Apple today increased its estimated trade-in values for select Mac models in the United States, with the full changes outlined below. Apple says the extra trade-in credit for select Macs is available with the purchase of an eligible new Apple device through April 2. The trade-in values increased by between $10 and $50. Model New Value Old Value MacBook Pro Up to $925 ...
Powerbeats Pro 2 Orange

Powerbeats Pro 2 Given to Customer Early, Expected to Debut Tomorrow

Monday February 10, 2025 7:42 am PST by
Apple's long-awaited Powerbeats Pro 2 are finally expected to be announced this Tuesday. Ahead of time, one lucky Walmart customer was able to get their hands on the earbuds early, according to a since-deleted Reddit post over the weekend. A leaked image of the Powerbeats Pro 2 in Electric Orange "My local Walmart had them in the cage," the Reddit user explained. "I asked if I can buy them...

Top Rated Comments

redheeler Avatar
86 months ago
It's a keyboard, one of the most fundamental components of a laptop. It really shouldn't be this complicated.
Score: 7 Votes (Like | Disagree)
redheeler Avatar
86 months ago
...how complicated exactly?

I’m Apple certified, I spent 15 minutes watching an explanation of a particular screw once. I don’t see the problem in comprehensive training on how to do the repair work technicians are paid for, can you elaborate on the issue you have with it?
Fair enough, I see no problem with comprehensive training; but Apple clearly over-engineered this keyboard in an attempt to make it thinner, resulting in all the negative publicity over stuck keys happening with the 2016 / 2017 models, and making it more difficult to service as well.

My guess is the 2015 and before keyboards will still prove to be (on average) more reliable than the 2018 keyboards.
Score: 5 Votes (Like | Disagree)
NT1440 Avatar
86 months ago
It's a keyboard, one of the most fundamental components of a laptop. It really shouldn't be this complicated.
...how complicated exactly?

I’m Apple certified, I spent 15 minutes watching an explanation of a particular screw once. I don’t see the problem in comprehensive training on how to do the repair work technicians are paid for, can you elaborate on the issue you have with it?
Score: 4 Votes (Like | Disagree)
reteena2048 Avatar
86 months ago
...how complicated exactly?

I’m Apple certified, I spent 15 minutes watching an explanation of a particular screw once. I don’t see the problem in comprehensive training on how to do the repair work technicians are paid for, can you elaborate on the issue you have with it?
At retail stores, technician training has been incredibly weak the last few years with lots of employees that are uncertified being forced to proceed with customer repairs. Notice it’s “routine” training for AASP but not for Apple. It’s a big problem and I doubt that they will offer time for Apple Technicians, especially during “busy back-to-school” season, then new product launch, then holiday.

Please note, there are now Geniuses that have only been trained by videos, and have never handled these physical components before. Especially these newly-designed Macbooks and MacBook Pros, that open quite differently from before (they don’t just unscrew and pop off, as you know actually being certified!)
Score: 3 Votes (Like | Disagree)
Koh Phi Phi Avatar
86 months ago
As someone who suffered from malfunctioning keyboard on my 15" TouchBar MBP, I hope this membrane fixes the reliability issue.

The butterfly keyboard had 3 main issues:

* Reliability
* Lack of tactile fee (no travel)
* Annoying clackiness (noisy)

All in the pursue of shaving 1mm off to the laptop thickness... Was it really necessary?

I dunno... Butterfly keyboard, gimmicky touchbars, one-port mentality, no headphone jack quest... I feel like Apple in the last few years have been stubornly fighting the wrong battles!
Score: 2 Votes (Like | Disagree)
jhudgins Avatar
86 months ago
But I thought it was to make the keyboard quieter. ::eye roll::
Score: 2 Votes (Like | Disagree)