How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Toby K. Your Own Question

Toby K.
Toby K., Mac Support Specialist
Category: Mac
Satisfied Customers: 807
Experience:  17+ years of IT support
61870206
Type Your Mac Question Here...
Toby K. is online now
A new question is answered every 9 seconds

my imac wont start from the hard disc and I want to save my

Customer Question

my imac wont start from the hard disc and I want to save my files before formating and reinstalling OS.How can i access my files when starting up from installation disc?
Submitted: 2 years ago.
Category: Mac
Expert:  Toby K. replied 2 years ago.

Toby K. :

When you said it won't start up from the hard drive, could you tell me exactly what happens? Thanks

Customer :

Hey Toby,when i start up I just get the apple logo with a running bar at the bottom that goes away after a while and then nothing happens?

Toby K. :

Have you tried booting off the Install DVD and run the disk utility?

Customer :

yes- but cant repair disc

Toby K. :

did you try safe mode?

Customer :

safe mode?

Customer :

how do you access safe mode?

Toby K. :

Power off the mac, press the power button, and immediately after you hear the startup tone, hold the Shift key. Release the Shift key once you see the Apple logo

Customer :

ok will try that now

Toby K. :

ok

Customer :

what startup disc should be used for safe mode-the HD or installation disc?

Toby K. :

HD

Toby K. :

and it might take awhile...if there is something wrong, it will try and correct it

Customer :

ok-restarting now

Toby K. :

k

Customer :

how long should I wait?

Toby K. :

its really hard to say

Toby K. :

there really is no determination

Toby K. :

because it really depends on how bad things are

Toby K. :

could be 5 minutes...could be an hour

Toby K. :

Just keep an eye on it...and if the screen changes, reply back to me

Customer :

it is doin what it did before-with the waiting bar-so I must just wait?

Toby K. :

if its been going for an hour, reply back to as well

Toby K. :

unfortunately, we have to wait to see if it goes past it

Toby K. :

how old is this imac?

Customer :

1 year

Toby K. :

applecare?

Customer :

not sure what that is?

Toby K. :

It's Apple 3 year protection plan

Toby K. :

you would have purchased it when you bought it

Toby K. :

$169 extra

Customer :

yeah i did not get that when I bought

Toby K. :

is this older than year?

Customer :

probably should have!

Toby K. :

it comes with a 1yr warranty

Toby K. :

i would try and verify it here (just in case you might have) https://selfsolve.apple.com/

Toby K. :

doesnt hurt to check

Toby K. :

because it's a possibility this HD has gone bad

Customer :

cool will check-hope its not that bad-had no hassles till the day it would not start up!

Toby K. :

k, lets let run and just reply back to this chat if anything changes

Customer :

ok

Toby K. : Did it ever come back up?
Customer :

hi-no it did not come back up!

Customer :

it ran for about 3 hrs and nothing?

Toby K. :

Well since you've run Disk Utility already and we try to run safe mode, it sounds like the hard drive has either gone bad physically or the filesystem is beyond repair and needs to reinstalled. It sounds like the HD has gone bad. Use those links I sent you earlier to figure out if you Mac is still under warranty and see if you have an Apple store near to take it to for repair.

Customer : Hey Toby
Toby K. :

yes

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified