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Brandon M.
Brandon M., Mac Support Specialist
Category: Mac
Satisfied Customers: 6975
Experience:  10+ Years Mac Support as contractor and currently an IT Manager for law firm
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I have a macbook that is about a yr 2 yrs old that when I use

Resolved Question:

I have a macbook that is about a yr 2 yrs old that when I use it about 2 mins into using it the screen goes darker (like a curtain is going down that’s tinted then a pop up shows up that says " you need to restart your computer. Hold down the power button until it turns off, and then press the power button again
Submitted: 3 years ago.
Category: Mac
Expert:  Brandon M. replied 3 years ago.

BeBoo :

Hi there and thank you for contacting JustAnswer. My name is XXXXX XXXXX I'd be glad to assist you.

BeBoo :

There can be a couple causes for this. About when do you get this message? As soon as you boot up? When you are doing something in particular?

Customer:

sorry if i am slow im on dial up ,when in a couple mins to a hour after i do anything

Customer:

oh and this is my daughters mac this is her dad and i know nothing about macs

BeBoo :

Are you chatting with me on the same computer?

Customer:

and i forgot to say im ted and shanda is the mac owner but this is ted

Customer:

no its on my computer and i know yuck its a pc

BeBoo :

Haha. It's OK. I use both and love them equally.

BeBoo :

Ok, so on the Mac, what I would like you to do it make sure it's off. If it's on, please shut it down from the Apple menu in the upper right corner.

Customer:

well im only a pc guy but she needs the mac for high school . yes on to the mac , cant do that its frozen and she had a key card in it to try and save her home work

Customer:

it is on though

BeBoo :

Ok, press and hold the power button until it turns off

Customer:

will it offect her key card in mid save?

BeBoo :

No, it shouldn't

Customer:

k she is she is shutting it down now

Customer:

its now off

Customer:

can she pull the key card?

BeBoo :

Yes

Customer:

but the mac is off she says so now what

BeBoo :

Locate and hold the Option key. Press the power key in once so it turns on. Make sure that the option key stays held until you see a Apple logo with a bar at the bottom/

Customer:

she says she has 2 option keys witch on left of space bar or right (same one ? i think lol ) but she is asking

BeBoo :

Doesn't matter

BeBoo :

Once you see that bar, you can let go of the Option key

BeBoo :

This boot will take significant;ly longer than normal

Customer:

k she is doing now

Customer:

she said bar at bottom of screen ?

Customer:

and its still turning on

BeBoo :

Looks like this

Customer:

k she thought you ment the wheel thing lol ahhhhh the light bulb hit her lol

BeBoo :

Haha.

Customer:

this might be a bit not turn on yet

BeBoo :

Yeah, it will take some time

Customer:

her screen is on but no logo yet

BeBoo :

Ohh, geez. Sorry. Not the option key. The Shift key.

BeBoo :

Have her let go and press the power button once.

BeBoo :

It should turn off

Customer:

it wont turn off

BeBoo :

Press and hold then

Customer:

she says she has to hold it for a few to get it to turn off

Customer:

k

BeBoo :

That's fine.

Customer:

lol i feel like a middle man

Customer:

ok its off

Customer:

lol

BeBoo :

Press and hold the Shift key and turn it on, leaving the shift key held

BeBoo :

Doesn't matter which one.

Customer:

k i had her turn it back on holding the shift key

Customer:

lol sorry about this dam dial up huh

Customer:

she has the logo and no bar yet but she hears it loading

Customer:

ok there the bar

BeBoo :

Ok, she can let go

BeBoo :

It will take a little bit longer than normal to boot up

BeBoo :

When it does, she will get a login window.

BeBoo :

Have her log in and then immediately restart the computer (Apple menu > Restart)

Customer:

k now what its off

BeBoo :

Did she log in?

BeBoo :

And then restart?

Customer:

she told me all she did was turn off the power after she logged in and it froze so she pannicked and turned off the power

Customer:

its sadi do you want me to report window came up then froze

BeBoo :

It froze even booting with the Shift key?

BeBoo :

thats not good.

Customer:

and she couldnt find the apple key so is that it that was the problem casue all she did was turn off the power

BeBoo :

Ok, have her boot it again with the Shift key but don't let her panic.

Customer:

k she is doing it now

Customer:

now nothing the light is on but no screen turn on

BeBoo :

Nothing has come on the screen at all?

Customer:

nothing

Customer:

she is trying one more time

BeBoo :

Ok, sounds more of a hardware issue then.

BeBoo :

On the bottom of the laptop, near the hinge I believe, there should be a serial number. Can you provide that to me?

Customer:

as i find it it is turning on this time

BeBoo :

With the Shift key?

Customer:

yes

Customer:

and i cant find the number as she was turning it up as she held the key

Customer:

lol

BeBoo :

Ok, once it boots, we can get the number

Customer:

her pass word thing came up

BeBoo :

Ok, have her login

Customer:

she put it in and it loaded

Customer:

its on

BeBoo :

Ok, now - have her go to the Apple menu and choose About This Mac

BeBoo :

Where it says "Version 10.x.x", have her click twice

BeBoo :

It will change to a serial number

Customer:

w89514u08px

BeBoo :

Thanks for that info. Sadly, it appears your warranty is out so if this ends up being a hardware issue, you'll need to pay for labor and parts.

Customer:

so does that mean you can't fix it?

BeBoo :

To repair permissions, please click out to your desktop and use the Go menu at the very top.


 


Choose Utilities from this menu. Look for Disk Utility and open it up.


 


On the left side, choose your hard drive and click the button labeled "Repair Permissions".


 


This process will take some time so please let it work. Once done, please have her restart.

BeBoo :

We can troubleshoot the issue but it might be hardware related (especially since it didn't boot properly last time)

Customer:

it just froze up again

BeBoo :

With the same message?

Customer:

no message just froze on same screen

BeBoo :

Can she move the cursor on the screen?

Customer:

no

BeBoo :

Ok, thats not good, it's looking more and more like hardware issue.

BeBoo :

Do you (or her) happen to have the discs that came with the computer?

BeBoo :

Or a Mac OS X disc that you may have purchased?

Customer:

yes

BeBoo :

Ok, have her put that disc in and shut it down (using the power button)

BeBoo :

Do you (or her) know if this is Mac OS X 10.6 (Snow Leopard) ?

Customer:

she says its a os x but not sure if a 10.6

Customer:

she can reboot and find out lol as i find her disk

BeBoo :

She would've had to purchase the upgrade for $30 i believe it was

BeBoo :

OK

Customer:

we have no disk sept the mac office disk but she is is rebooting

BeBoo :

Not good, do you have any friends or neighbors that might have a Mac OS X disc?

BeBoo :

Otherwise, she can just buy a copy of Snow Leopard (10.6)

BeBoo :

For about $30

Customer:

only numbers we can find is mb 13.3/2.26/2x1gb/250/sd/ap/bt

Customer:

on the box but ill check once we get the disk what we do

BeBoo :

Did she get it booted? She can use the Apple menu and choose About This Mac

BeBoo :

Once you get the disc, you'll put it in and boot the computer with the C key instead of the Shift key. It will bring up an installer.

BeBoo :

From there, the directions differ depending on 10.6 or earlier

Customer:

k im cutting and paisting what you say once i find a disk

Customer:

and it wont boot now so ill look for a disk

Customer:

and yes i will pay for this for you have been very patient and tried and i still give a high mark

BeBoo :

Thanks, XXXXX XXXXX very kind of you.

Customer:

so after i get disk i just do it stuff ?

BeBoo :

Basically, once you boot off the disc (using C instead of Shift, as noted above), you just click through the installer and it will reinstall the system itself. It will not touch any of her documents or programs.

Customer:

i hate to ask this if she saved on a flash drive would a pc reconize it so she can finish her homework

BeBoo :

Only if the flash drive was formatted using a PC

BeBoo :

(likely not)

BeBoo :

If not, then no.

Customer:

k thank you very much you have been very patient and way cool

BeBoo :

You can certainly try anyway - Plug it in. If nothing shows up, it won't work.

BeBoo :

It won't hurt it - just don't choose to format it

Customer:

k way cool and ill find a disk i sure a teacher has one some were lol thank you

BeBoo :

If you wish to request me in the future, you can bookmark my profile page: http://www.justanswer.com/profile.aspx?PF=12024030&FID=0

BeBoo :

If you have any further questions or find the disc and need assistance with it.,

Customer:

hate to ask what disk am i looking for the name of it

Customer:

oh i sure will

BeBoo :

Mac OS X or MacBook Restore disc. Let me get some pictures for you.

BeBoo :

So you can see it.

BeBoo :

This is one

BeBoo :

Or this one

BeBoo :

or this one:

Customer:

any way to email these photos so i can save them XXXXX@XXXXXX.XXX

BeBoo :

Sorry, I am unable to email customers.

Customer:

but if not i under stand but ill find it some how

BeBoo :

You can right-click those photos and choose Save Picture As

Customer:

thank you and ill look for it and hope that your window not cut off till i can save these photos on my pc

BeBoo :

Go ahead and save them before you accept

BeBoo :

When you accept, the window will go away

Customer:

k i saved them

Customer:

thank you for your time

BeBoo :

No problem. Good luck =]

Customer:

and i will click except for sure thanks again

Customer:

night

BeBoo :

You're welcome. Have a nice night

BeBoo :

You can click the Accept button in the lower right when you are ready.

Brandon M., Mac Support Specialist
Category: Mac
Satisfied Customers: 6975
Experience: 10+ Years Mac Support as contractor and currently an IT Manager for law firm
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