Published Date: 2018-06-22
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident related to Apple's MacBook "butterfly switch" keyboards occurred in 2015 [73186, 72319]. 2. The incident was further highlighted in 2018 [73271]. |
| System | 1. Butterfly switch keyboards in certain MacBook and MacBook Pro models [73186, 72319] 2. Butterfly keyboards in some MacBook models [130765] 3. Previous keyboard design in MacBooks dating back to 2015 and MacBook Pros from 2016 [73271] |
| Responsible Organization | 1. Apple [73186, 72319, 130765] 2. Apple's design team [130765] 3. Apple's keyboard design [72319, 73271] |
| Impacted Organization | 1. Customers who purchased MacBooks with butterfly keyboards in seven US states between 2015 and 2019 [Article 130765] 2. Users of MacBook and MacBook Pro models since 2015 that experienced keyboard issues [Article 72319] 3. Apple itself, facing class action lawsuits and having to settle for $50 million due to the unreliable butterfly keyboards [Article 130765] |
| Software Causes | 1. The failure incident was caused by the design flaw in Apple's MacBook keyboards, specifically the butterfly switch mechanism, introduced in 2015, which made the keys prone to becoming stuck or breaking due to dust and debris accumulation [72319, 130765]. 2. The new keyboard design introduced in the 2018 MacBook Pro aimed to address the issue by incorporating a thin layer of silicone above the butterfly mechanism to prevent debris from entering, indicating a software design flaw in the previous keyboard models [73271]. |
| Non-software Causes | 1. The failure incident was caused by a hardware issue related to the MacBook "butterfly switch" keyboards, specifically the design of the keyboard mechanism [73186, 72319, 130765]. 2. The design of the butterfly switch mechanism under the keys, which made the keyboard thinner and had less key travel compared to traditional mechanisms, led to keys becoming stuck when dust and debris collected under them [72319]. 3. The introduction of the butterfly keyboard design in 2015, aimed at making the laptops thinner and lighter, resulted in keys being easily damaged by small particles, affecting the typing experience [73186, 130765]. 4. The failure incident was also attributed to the design decisions made by Apple, such as removing ports and introducing the touch bar, which drew criticism from users [130765]. 5. The failure incident involved a class action lawsuit settlement over the butterfly keyboards, indicating legal implications of the hardware issue [130765]. 6. The failure incident led to repair programs and free keyboard replacements for affected MacBook and MacBook Pro models, indicating a significant hardware flaw [73186, 72319, 73271]. |
| Impacts | 1. Users experienced issues with their MacBook and MacBook Pro keyboards, such as keys feeling sticky, letters or characters not appearing, keys repeating unexpectedly, and keys not responding consistently [73186, 72319]. 2. Users faced inconvenience and potential financial costs for repairs, with out-of-warranty fixes costing up to $700 [73186]. 3. Apple faced at least three proposed class action lawsuits related to the butterfly switch design of the keyboards [73186]. 4. Apple settled a class action lawsuit over the butterfly keyboards, agreeing to pay $50 million to affected customers [130765]. 5. The software failure incident led to a design change in the MacBook Pro keyboard to address the issue of dust and debris causing key failures [73271]. 6. The new keyboard design included a thin layer of silicone to prevent debris from entering the butterfly mechanism, aiming to improve the durability and reliability of the keyboards [73271]. |
| Preventions | 1. Implementing a more robust keyboard design that is less prone to failure due to dust and debris could have prevented the software failure incident [130765, 73271]. 2. Conducting thorough testing and quality assurance processes to identify and address potential issues with the keyboard mechanism before mass production and release could have prevented the software failure incident [72319, 73271]. 3. Acknowledging and addressing user complaints and feedback promptly to prevent widespread issues with the keyboard design could have prevented the software failure incident [73186, 72319, 73271]. |
| Fixes | 1. Apple introduced a new keyboard design in the 2018 MacBook Pro that included a thin layer of silicone above the keyboard's butterfly mechanism to prevent debris from entering, potentially fixing the issue of unresponsive keys caused by dust accumulation [73271]. 2. Apple offered free repairs for affected MacBook and MacBook Pro keyboards, including the replacement of one or more keys or the whole keyboard, as part of a repair program covering eligible models up to four years from purchase [72319]. 3. Apple settled a class action lawsuit over the butterfly keyboards found in some MacBook models, agreeing to pay $50 million to affected customers, potentially providing compensation to those who purchased MacBooks with butterfly keyboards in seven US states between 2015 and 2019 [130765]. | References | 1. User complaints across support forums, specialist media, class action lawsuits, and online petitions [Article 72319] 2. Apple's support document and statements [Article 72319] 3. Teardown completed by repair site iFixit [Article 73271] 4. Apple-focused news site MacRumors [Article 73271] |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident having happened again at one_organization: - Apple faced a software failure incident related to its MacBook "butterfly switch" keyboards. The issue involved keys feeling sticky, not responding consistently, or characters repeating unexpectedly [73186]. - Apple admitted that its MacBook and MacBook Pro laptop keyboards made since 2015 were susceptible to becoming stuck or breaking, leading to unresponsive keys [72319]. - Apple settled a class action over the controversial butterfly keyboards found in some MacBook models, agreeing to pay $50 million to affected customers due to the unreliable typing surface [130765]. (b) The software failure incident having happened again at multiple_organization: - The article mentions that Apple's previous keyboard design, found on MacBooks dating back to 2015 and MacBook Pros from 2016, was prone to key failure due to debris getting under the keyboard, resulting in unresponsive keys [73271]. - The article also highlights that Apple faced three class action lawsuits related to the keyboard issues, indicating that similar incidents occurred at other organizations as well [73271]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident related to the design phase is evident in the articles discussing the issues with Apple's butterfly switch keyboards introduced in MacBooks since 2015. The new keyboard design using the butterfly switch mechanism was intended to make the laptops thinner and lighter but led to various problems such as keys feeling sticky, characters repeating unexpectedly, and keys not responding consistently [73186, 72319]. The design flaw of the butterfly switch keyboards made them prone to issues when dust and debris collected under the keys, causing them to become inoperable [72319]. Apple faced multiple class action lawsuits over the design of these keyboards, indicating a significant failure in the design phase of the product [130765]. (b) The software failure incident related to the operation phase is highlighted in the articles where users experienced issues with the MacBook keyboards during regular use. Users complained about the feel of the new keyboards, the keys being easily damaged by dust, and the need for costly repairs or replacements [73186, 72319]. The problems with the keyboards affected the operation of the laptops, leading to unresponsive keys, characters not appearing, and keys feeling sticky [72319]. Apple had to offer free repairs for affected keyboards due to the operational issues faced by users [73271]. |
| Boundary (Internal/External) | within_system | (a) within_system: - The software failure incident related to the MacBook "butterfly switch" keyboards is within the system boundary. The issue stemmed from a new design of Apple's keyboard introduced in 2015, using a V-shaped "butterfly" switch mechanism under the keys, which made the keyboard thinner but prone to becoming stuck when dust and debris collected under them, leading to unresponsive keys [Article 72319]. - Apple attempted to address the problem by launching a replacement program and offering free repairs for affected MacBook and MacBook Pro keyboards, indicating that the failure was within the system and related to the design of the keyboards [Article 73186]. - The failure was acknowledged by Apple, and the company introduced a new keyboard design in the MacBook Pro to prevent dust and other particles from causing key failure, suggesting an internal system issue that needed to be rectified [Article 73271]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incident related to the MacBook "butterfly switch" keyboards was primarily caused by the design flaw in the butterfly switch mechanism introduced by Apple in its laptops [73186, 72319]. - The butterfly switch design, aimed at making the laptops thinner and lighter, was found to be prone to issues such as keys feeling sticky, characters repeating unexpectedly, and keys not responding consistently due to dust and debris getting trapped under the keys [73186, 72319]. - The introduction of the butterfly switch mechanism in the keyboards led to widespread complaints from users about the reliability and functionality of the keys, indicating a non-human action as the root cause of the software failure incident [73186, 72319]. (b) The software failure incident occurring due to human actions: - The decision to implement the butterfly switch design in the MacBook keyboards was a human action taken by Apple to enhance the aesthetics and slimness of the laptops, despite the inherent risks associated with the design [73186, 72319]. - Apple faced criticism and legal action, including class action lawsuits, due to the keyboard issues, indicating that the human decision to proceed with the butterfly switch design despite its flaws contributed to the software failure incident [73186, 72319]. - Apple's subsequent actions, such as offering free repairs and settlements, were responses to the human decision to release and maintain the faulty keyboard design in its MacBook models [73186, 72319]. |
| Dimension (Hardware/Software) | hardware | (a) The software failure incident occurring due to hardware: - The articles discuss a hardware-related issue with Apple's MacBook keyboards, specifically the butterfly switch design introduced in 2015. Users experienced problems such as keys feeling sticky, not responding consistently, or repeating unexpectedly due to the design of the keyboard mechanism [73186, 72319]. - Apple acknowledged that the keys could become stuck or break due to the design of the butterfly switch mechanism, which made the keyboard thinner but more prone to failure when dust and debris collected under the keys [72319]. - To address the hardware-related issue, Apple introduced a new keyboard design in the 2018 MacBook Pro model to prevent dust and other particles from causing key failures, indicating a hardware-related fix to the problem [73271]. (b) The software failure incident occurring due to software: - The articles primarily focus on hardware-related issues with Apple's MacBook keyboards, specifically the butterfly switch design causing keys to become stuck or unresponsive [73186, 72319]. - There is no specific mention of a software-related failure incident in the articles provided. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The software failure incident related to the MacBook "butterfly switch" keyboards can be categorized as non-malicious. The issue with the keyboards was due to a design flaw in the butterfly switch mechanism introduced by Apple in its MacBook models since 2015. Users experienced problems such as keys feeling sticky, characters repeating unexpectedly, or keys not responding consistently. The design aimed to make the laptops thinner and lighter but led to issues with dust accumulation causing key failures ([73186], [72319], [130765]). The failure was not intentional but rather a consequence of the design decision made by Apple to implement the butterfly switch mechanism. The company acknowledged the problems and initiated repair programs to address the issues faced by customers, indicating a non-malicious nature of the software failure incident. |
| Intent (Poor/Accidental Decisions) | poor_decisions | [a73186] The software failure incident related to Apple's MacBook "butterfly switch" keyboards can be categorized under the intent of poor_decisions. The failure was due to the poor decision of implementing the butterfly switch design in an effort to make the laptops thinner and lighter, sacrificing functionality and durability. Users immediately complained about the feel of the new keyboards and how easily they could be damaged by dust, leading to unresponsive keys and costly repairs. Apple faced multiple class action lawsuits over the design choice, indicating that the failure was a result of poor decisions made during the design and implementation process. |
| Capability (Incompetence/Accidental) | development_incompetence, accidental | (a) The software failure incident occurring due to development incompetence: - The software failure incident related to the MacBook "butterfly switch" keyboards by Apple can be attributed to development incompetence. The introduction of the butterfly switch design in 2015 was aimed at making the laptops thinner and lighter, but users immediately complained about the feel of the new keyboards and their susceptibility to damage from dust particles. Despite user complaints and class action lawsuits, Apple continued with the design, leading to costly repairs and customer dissatisfaction [73186, 72319]. (b) The software failure incident occurring due to accidental factors: - The software failure incident related to the MacBook keyboards can also be seen as a result of accidental factors. The design decision to use the butterfly switch mechanism, which made the keyboards thinner and more aesthetically pleasing, inadvertently made them prone to failure when dust and debris accumulated under the keys. Apple's attempt to address the issue with a membrane in the 2018 MacBook Pro was a design-based fix to prevent debris from entering the keyboard mechanism, indicating an accidental oversight in the initial design [73271]. |
| Duration | permanent, temporary | (a) The software failure incident related to the MacBook "butterfly switch" keyboards can be considered as a permanent failure. This is evident from the fact that Apple has acknowledged the issues with the keyboards and has initiated replacement programs for affected devices [73186, 72319, 130765]. The problems with the butterfly switch design keyboards have persisted over multiple models and years, leading to widespread complaints, lawsuits, and ultimately the decision to settle a class action lawsuit related to the unreliable typing surface of the keyboards [130765]. The fact that Apple has taken steps to replace or repair the faulty keyboards for free indicates a recognition of a permanent issue with the design that requires intervention to rectify. (b) On the other hand, the software failure incident can also be seen as a temporary failure in the sense that Apple introduced design changes in newer models of the MacBook Pro to address the issues with the keyboards. The introduction of a new keyboard design with a thin layer of silicone to prevent debris from entering the butterfly mechanism in the 2018 MacBook Pro is an example of a temporary solution to mitigate the problem [73271]. This design-based fix aimed to keep out dust and other particles to prevent keyboard failures, indicating a temporary measure to address the immediate issue without fundamentally changing the design of the keyboard. |
| Behaviour | omission, value, other | (a) crash: The articles do not mention any instances of the software crashing. (b) omission: The software failure incident related to the MacBook and MacBook Pro keyboards involved keys feeling sticky, letters or characters not appearing, keys repeating unexpectedly, and keys not responding consistently. This indicates an omission of the intended functions of the keys [73186, 72319]. (c) timing: The articles do not mention any instances of the software performing its intended functions too late or too early. (d) value: The software failure incident involved the system performing its intended functions incorrectly, such as keys feeling sticky, not responding consistently, or repeating unexpectedly, indicating a value failure [73186, 72319]. (e) byzantine: The articles do not mention any instances of the software behaving with inconsistent responses and interactions. (f) other: The other behavior observed in the software failure incident was the system's design flaw in the butterfly switch mechanism, which made the keyboards prone to failure when dust and debris collected under the keys, leading to unresponsive keys and malfunctioning keyboards [73186, 72319, 130765]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property, delay, theoretical_consequence | (a) unknown (b) unknown (c) unknown (d) [130765] The software failure incident related to Apple's butterfly keyboards impacted customers who purchased MacBooks with butterfly keyboards in seven US states between 2015 and 2019. The unreliable typing surface led to customers being affected by the faulty keyboards, resulting in a class action settlement of $50 million to compensate for the property damage caused by the defective keyboards. (e) [73186] Users complained about the feel of the new keyboards and said they could be easily damaged by specks of dust. Some users had to go a week or more without their computer while Apple replaced not just the unresponsive key, but a substantial part of their MacBook. This delay in accessing their devices was a consequence of the software failure incident. (f) unknown (g) unknown (h) [72319] Apple admitted that its MacBook and MacBook Pro laptop keyboards made since 2015 were susceptible to becoming stuck or breaking. The company promised to repair them for free after determining that a "small percentage of the keyboards" were affected by the issues. This indicates that there were potential consequences discussed regarding the keyboard issues, which led to the repair program being initiated. (i) unknown |
| Domain | information, knowledge | (a) The failed system was related to the information industry as it involved the malfunction of Apple's MacBook and MacBook Pro keyboards, which are essential tools for individuals working in various information-related fields such as writing, coding, design, and communication [73186, 72319, 130765]. (b) The transportation industry was not directly impacted by the software failure incident reported in the articles. (c) The natural resources industry was not directly impacted by the software failure incident reported in the articles. (d) The sales industry was not directly impacted by the software failure incident reported in the articles. (e) The construction industry was not directly impacted by the software failure incident reported in the articles. (f) The manufacturing industry was not directly impacted by the software failure incident reported in the articles. (g) The utilities industry was not directly impacted by the software failure incident reported in the articles. (h) The finance industry was not directly impacted by the software failure incident reported in the articles. (i) The knowledge industry, encompassing education and research, was indirectly impacted as the malfunction of the MacBook and MacBook Pro keyboards could have affected students, researchers, and educators who rely on these devices for their work [73186, 72319, 130765]. (j) The health industry was not directly impacted by the software failure incident reported in the articles. (k) The entertainment industry was not directly impacted by the software failure incident reported in the articles. (l) The government industry was not directly impacted by the software failure incident reported in the articles. (m) The software failure incident was related to the technology industry, specifically affecting Apple's MacBook and MacBook Pro keyboards, which are integral components of the tech sector [73186, 72319, 130765]. |
Article ID: 73186
Article ID: 72319
Article ID: 130765
Article ID: 73271