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 Daniel Your Own Question

Daniel
Daniel, Mac Genius
Category: Mac
Satisfied Customers: 4754
Experience:  Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
19098653
Type Your Mac Question Here...
Daniel is online now
A new question is answered every 9 seconds

My mac book pro has a white screen all day....with a flashing

Customer Question

My mac book pro has a white screen all day....with a flashing file with a question mark ....what is this and why won't the computer boot up?
Submitted: 2 years ago.
Category: Mac
Expert:  Daniel replied 2 years ago.
Hello, my name is Dan.
I will do my best to help you, the only stupid question is the unasked one.

That is telling you that it cannot find a system to boot from. What version of OS X is on the MacBook Pro? Better yet, do you have installation DVDs?

Customer: replied 2 years ago.

I do not have the installation DVD's...it was working fine yesterday...turned it on today and this is what happened....is there a place to find what version is on it....i'm really not savvy with techno stuff:(


 

Expert:  Daniel replied 2 years ago.

Lets see what we can do without the disk.

Press the power until it shuts off. Then start it up following the instructions below.
To do a PRAM reset, you need to restart your machine and hold down these 4 keys all together at the same time.
‘Option’, ‘Command (Cloverleaf or Apple)’, ‘R’ and 'P' all together at the same time.
Keep them down until you hear 4 startup chimes, this is the sound that your computer makes when it starts up, it is like a boonngg. The screen should also cycle from white to black and then back to white along with the chimes.
The sound should also get louder.
graphic
This resets all of the system buses on your computer, USB, FireWire, display, ethernet and your keyboard/mouse/trackpad.
This will correct many faults but not necessarily yours.

After the last chime sounds wait for it to cycle again, then before it chimes press and hold the Shift key, this is a safe boot, it does some maintenance on the system.

 

 

To do a Safe Boot, restart and before the first chime press and hold the 'Shift' key.

Wait until you see the Apple logo and the spinning gear appear, then let go.

It can take as long as 20 minutes to load, so please be patient.

When the login screen appears it will say in red on the login window 'SafeBoot'.

Now login and give it a few more minutes to finish loading.

Try doing whatever it was it was giving you the problem. If it works then probably the problem is solved, so restart normally.

If the problem persists then restart normally also, other fixes will need to be done.

 

 

If it boots then give it a few minutes to finish its chores and then restart. With luck all will be well, if not then it will need more than this.

Let me know.
Customer: replied 2 years ago.

I held down the 4 keys when I started it....I heard the booong...but no chimes....screen went from white to black....booong sound four times (still no chimes).....after the fourth booong sound do I release the buttons and then hit the shift button or do I continue to hold down the buttons with this step too? ....grey file with question mark is back


 

Expert:  Daniel replied 2 years ago.
The bong is the same as a chime. Let go the 4 keys and hold only the Shift key.
The first part you got right.
Try that and let me know.
Customer: replied 2 years ago.

ok - excuse my ignorance....4th chime....then I hit the shift button...I'm confused what to do next.....do I release the shift key or hold it for 20 minutes....if I release the shift key, do I turn the computer off and then turn it back on to restart it?

Expert:  Daniel replied 2 years ago.
Press and hole the power until it shuts down again, this time only hold the Shift key, keep it pressed until you see the progress bar or for 5 minutes, if the bar hasn't shown up by then it won't show at all.
This is what it will do.
It will look normal but a progress bar should appear.

graphic

If you do not get that then it will need outside help such as an install DVD.

Customer: replied 2 years ago.

the only thing that comes up is a flashing file folder

Expert:  Daniel replied 2 years ago.
Then it will require a trip to an Apple store or an installation DVD or this utility DVD.
The last is the most costly, the trip to Apple would be my first choice unless you can find an install DVD. Any one you know have a Mac? Hopefully someone with a disk?
The system has suffered a catastrophic failure, it, hopefully, is software. That is why the DVD is needed, it has the tools on it to help diagnose it.

I can do no more without the disk. Sorry.
Customer: replied 2 years ago.

no worries....thanks so much for your time!


 

Expert:  Daniel replied 2 years ago.
You are welcome, I do hope it gets fixed ok. This is where to find the closest Apple store for that second opinion.
Daniel, Mac Genius
Category: Mac
Satisfied Customers: 4754
Experience: Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
Daniel and 3 other Mac Specialists are ready to help you

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