Keyboard/Mouse Not Functioning iMAC 27

[msaardvark]

I am posting this for a friend across the country who only has a phone to access anything. His iMAC 27" all of a sudden isn't accessible because he can't get the Apple keyboard and Apple mouse to work. The computer turns on just fine but when he tries to input his password and when he hits the "n" key several dots... appear instead. He tried cleaning the keyboard, checked batteries and did a hard reboot to no avail. After trying many times to reboot he finally ordered a new generic USB keyboard in hopes that would solve the problem. It helped partially but the Apple mouse wouldn't work-can't move the cursor- so tried a generic mouse and can now sign in and move cursor but the computer won't respond to the mouse clicks. He has turned off and unplugged computer completely, waiting awhile and tried to reboot (severaljust by turning off and also by using the Option/Command key for a "cleaner" reboot. Nothing seems to work. I believe his MAC is a 2016 or 2017 model.
It seems all Apple stores are closed so he can't take computer in for diagnosis or repair. Any advice or help anyone can offer is appreciated. Thank you.

 

[Cory Cooper]

Hello.

Sounds like they did some good troubleshooting. Here are the steps we would suggest, of which they did most of already:
-How to reset the SMC of your Mac
-Reset NVRAM or PRAM on your Mac
-How to use safe mode on your Mac

Also, what version of OS X/macOS?

C