Hi there and thank you for contacting JustAnswer. My name is XXXXX XXXXX I'd be glad to assist you.
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?
sorry if i am slow im on dial up ,when in a couple mins to a hour after i do anything
oh and this is my daughters mac this is her dad and i know nothing about macs
Are you chatting with me on the same computer?
and i forgot to say im ted and shanda is the mac owner but this is ted
no its on my computer and i know yuck its a pc
Haha. It's OK. I use both and love them equally.
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.
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
it is on though
Ok, press and hold the power button until it turns off
will it offect her key card in mid save?
No, it shouldn't
k she is she is shutting it down now
its now off
can she pull the key card?
but the mac is off she says so now what
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/
she says she has 2 option keys witch on left of space bar or right (same one ? i think lol ) but she is asking
Once you see that bar, you can let go of the Option key
This boot will take significant;ly longer than normal
k she is doing now
she said bar at bottom of screen ?
and its still turning on
Looks like this
k she thought you ment the wheel thing lol ahhhhh the light bulb hit her lol
this might be a bit not turn on yet
Yeah, it will take some time
her screen is on but no logo yet
Ohh, geez. Sorry. Not the option key. The Shift key.
Have her let go and press the power button once.
It should turn off
it wont turn off
Press and hold then
she says she has to hold it for a few to get it to turn off
lol i feel like a middle man
ok its off
Press and hold the Shift key and turn it on, leaving the shift key held
Doesn't matter which one.
k i had her turn it back on holding the shift key
lol sorry about this dam dial up huh
she has the logo and no bar yet but she hears it loading
ok there the bar
Ok, she can let go
It will take a little bit longer than normal to boot up
When it does, she will get a login window.
Have her log in and then immediately restart the computer (Apple menu > Restart)
k now what its off
Did she log in?
And then restart?
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
its sadi do you want me to report window came up then froze
It froze even booting with the Shift key?
thats not good.
and she couldnt find the apple key so is that it that was the problem casue all she did was turn off the power
Ok, have her boot it again with the Shift key but don't let her panic.
k she is doing it now
now nothing the light is on but no screen turn on
Nothing has come on the screen at all?
she is trying one more time
Ok, sounds more of a hardware issue then.
On the bottom of the laptop, near the hinge I believe, there should be a serial number. Can you provide that to me?
as i find it it is turning on this time
With the Shift key?
and i cant find the number as she was turning it up as she held the key
Ok, once it boots, we can get the number
her pass word thing came up
Ok, have her login
she put it in and it loaded
Ok, now - have her go to the Apple menu and choose About This Mac
Where it says "Version 10.x.x", have her click twice
It will change to a serial number
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.
so does that mean you can't fix it?
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.
We can troubleshoot the issue but it might be hardware related (especially since it didn't boot properly last time)
it just froze up again
With the same message?
no message just froze on same screen
Can she move the cursor on the screen?
Ok, thats not good, it's looking more and more like hardware issue.
Do you (or her) happen to have the discs that came with the computer?
Or a Mac OS X disc that you may have purchased?
Ok, have her put that disc in and shut it down (using the power button)
Do you (or her) know if this is Mac OS X 10.6 (Snow Leopard) ?
she says its a os x but not sure if a 10.6
she can reboot and find out lol as i find her disk
She would've had to purchase the upgrade for $30 i believe it was
we have no disk sept the mac office disk but she is is rebooting
Not good, do you have any friends or neighbors that might have a Mac OS X disc?
Otherwise, she can just buy a copy of Snow Leopard (10.6)
For about $30
only numbers we can find is mb 13.3/2.26/2x1gb/250/sd/ap/bt
on the box but ill check once we get the disk what we do
Did she get it booted? She can use the Apple menu and choose About This Mac
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.
From there, the directions differ depending on 10.6 or earlier
k im cutting and paisting what you say once i find a disk
and it wont boot now so ill look for a disk
and yes i will pay for this for you have been very patient and tried and i still give a high mark
Thanks, XXXXX XXXXX very kind of you.
so after i get disk i just do it stuff ?
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.
i hate to ask this if she saved on a flash drive would a pc reconize it so she can finish her homework
Only if the flash drive was formatted using a PC
If not, then no.
k thank you very much you have been very patient and way cool
You can certainly try anyway - Plug it in. If nothing shows up, it won't work.
It won't hurt it - just don't choose to format it
k way cool and ill find a disk i sure a teacher has one some were lol thank you
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If you have any further questions or find the disc and need assistance with it.,
hate to ask what disk am i looking for the name of it
oh i sure will
Mac OS X or MacBook Restore disc. Let me get some pictures for you.
So you can see it.
This is one
Or this one
or this one:
any way to email these photos so i can save them XXXXX@XXXXXX.XXX
Sorry, I am unable to email customers.
but if not i under stand but ill find it some how
You can right-click those photos and choose Save Picture As
thank you and ill look for it and hope that your window not cut off till i can save these photos on my pc
Go ahead and save them before you accept
When you accept, the window will go away
k i saved them
thank you for your time
No problem. Good luck =]
and i will click except for sure thanks again
You're welcome. Have a nice night
You can click the Accept button in the lower right when you are ready.