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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 31326
Experience:  20 years consulting in the IT industry with Networking
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Howzit. Good too thanks. It logs in fine, and then logs out

Customer Question

Howzit.
JA: I'm good. And you?
Customer: Good too thanks. It logs in fine, and then logs out within 20seconds.
JA: Glad to hear it. Have you tried having password ***** directions emailed to you?
Customer: all accounts do this, Safe MOde works.
JA: Have you installed any updates recently?
Customer: not sure, can I check?
JA: What troubleshooting have you tried?
Customer: I have created a new admin account. It does the same. Reset SMC, still the same.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Nope, except, how can I check updates?
Submitted: 12 days ago.
Category: Networking
Expert:  Richard replied 12 days ago.

Hi there and welcome

What exactly happens when it logs out? What message do you get?

Customer: replied 12 days ago.
No message - it just tajkes me to the login screen again.
Just to be clear - from many websites I have read - most of them say "Reload OSX"
Expert:  Richard replied 12 days ago.

thanks,

Before we jump to that action, there are a few things first to rule out, starting with issues on the hard disk

Power off the mac

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.

Click the First Aid tab.

Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.

Select your Startup Disk (usually named "Macintosh HD").

Click Repair. Disk Utility checks and repairs the disk.

Let this complete and when it has, tell me if you still have the problem please.

Customer: replied 12 days ago.
Hi, Repaired disk, still logs out automatically.
Customer: replied 12 days ago.
Immediately (within 20seconds)Does not display anything, Goes straight back to username and password *****
Expert:  Richard replied 12 days ago.

Thanks

Ca you do the following please

  1. Shut down your Mac.
  2. Find Command (⌘), Option, P, and R on your keyboard.
  3. Turn on your Mac.
  4. Press and hold the Command-Option-P-R keys immediately after you hear the startup sound.
  5. Hold these keys until the computer restarts and you hear the startup sound for a second time.
  6. Release the keys.

Then tell me if it remains in the profile or logs out please

Customer: replied 12 days ago.
which is the option key?
I have command but no option.Also the mac does not make any startup sounds.
Expert:  Richard replied 12 days ago.

The opt key will have Opt or Option on it if not then it is the left ALT key

If you hear no startup then hold it from the moment you turn it on

Customer: replied 12 days ago.
OK Did that and actually hear the start up sound but it still logs out.
Expert:  Richard replied 12 days ago.

ok, but you heard it twice? As per the instructions as 1 minute is very short for this to happen.

Customer: replied 12 days ago.
twice, I can do it again?
Expert:  Richard replied 12 days ago.

just to be sure please

Customer: replied 12 days ago.
Yeah it happens quite quick.
It does not load OSX the screen flashes quickly and then reboots. Whole proces takes about 15sec.Did it twice now (twice meaning 4 startup sounds)
Customer: replied 12 days ago.
still logging out.
Expert:  Richard replied 12 days ago.

ok, in Safe mode it stays logged in right?

Customer: replied 12 days ago.
but let me confirm
Expert:  Richard replied 12 days ago.

ok, and if so, what was the last program you installed?

Customer: replied 12 days ago.
No idea, me and my brother/sister use this machine, how can I check?
Customer: replied 12 days ago.
Looks like Chrome on 8 Nov 2016
Expert:  Richard replied 12 days ago.

ok, you can Go to System Profile and select Software from the left-hand side bar. Click on Logs. In the panel of the main window you can click on "install.log" to see the history.

If it is Chrome, uninstall (trash) it, restart and tell me if it then works please

Customer: replied 12 days ago.
ok restartuing now.
Expert:  Richard replied 12 days ago.

thanks

Customer: replied 12 days ago.
One thing that has changed:
The pretentious startup dong now happens when I start the mac. It didnt before.Still logs out.
Expert:  Richard replied 12 days ago.

ok, to be sure though that chrome was last, Go to System Profile and select Software from the left-hand side bar. Click on Logs. In the panel of the main window you can click on "install.log" to see the history.

Customer: replied 12 days ago.
ok
Expert:  Richard replied 12 days ago.

thanks

Customer: replied 12 days ago.
where is system profile?
Expert:  Richard replied 12 days ago.

go to Finder, Applications, Utilities and you will see it there.

Customer: replied 12 days ago.
I assume System Information?
Expert:  Richard replied 12 days ago.

Sorry yes, it is referred to as the System Profiler

Customer: replied 12 days ago.
OK, looks like update could have been done yesterday...softwareupdated[327]: SUUpdatesession finishing staging for product: 031-70458A whole host of similar entries
Customer: replied 12 days ago.
Does MAC have a option similar to System Restore (Windows)?
Expert:  Richard replied 12 days ago.

No sorry, the only option left is a reinstall, we have exhausted all other options.

Copy any data off the mac you need to keep. This should not touch it but it is best to be safe

Programs you will need to install again.

Then

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

There choose to reinstall the Operating System

Once done, set it up and tell me how it operates please

Customer: replied 12 days ago.
OK, so now solution apart from reloading OSX?
Expert:  Richard replied 12 days ago.

Did you reload the OSX?

Customer: replied 12 days ago.
No, I don't want to do that.
Expert:  Richard replied 12 days ago.

you have to, it is the only option left, everything else has been ruled out

Customer: replied 12 days ago.
I know but I need the machine NOW and don't have time to reload software today.How do I go about getting the refund option?
Expert:  Richard replied 12 days ago.

you mean now you know the answer you wish to have a refund in order not to pay for it?

Customer: replied 12 days ago.
HAHAHA, no that is not what I mean.What I mean is that I already knew THE ANSWER (read our very first message).And I got zero value from our conversation.I do not dispute your capabilities or attempts and I won't give you a bad rating, but consider this: How did you bring me closer to the solution than what I was when we started chatting?"
Customer: replied 12 days ago.
Quote: "Just to be clear - from many websites I have read - most of them say "Reload OSX""
Expert:  Richard replied 12 days ago.

We had to eliminate all causes for this first, and in most cases it would have resolved it rather then just guess based on "many websites"

Ill organize a refund.

Customer: replied 12 days ago.
Yeah I understand, but to be fair I did a bit of research myself and was at the point of reloading anyway.I also did a diagnostic start up where the machine boots to console and provides diagnostic messages, something we did not do together.Thanks anyway. I'll rate your service as good.
Customer: replied 12 days ago.
Oh, the "Many websites" included apple support community.So I do take offence re your comment of "Just guesses" and I am reconsidering the good rating .