Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
As a professional Mac technician, I like to take more of a personable, personal approach, toward helping any valued JustAnswer.com customers, I am fortunate to assist.On that note, may I start by asking your first name?
Pleasure is all mine Larissa
I have a few processes I would like to try with you to help you resolve this issue Larissa- but before I do that, can you confirm for me- what version of Mac OS X you have?
I would first like to have you try a PRAM Reset:
Shut down your Mac.Locate the following keys on the keyboard: Apple Command Key, Option, P, and R. You will need to hold these keys down simultaneously in step 4.Turn on the computer.Press and hold the Hold the keys down until the computer restarts and you hear the startup sound for the second time.Release the keys.
Observe your Macbook Pro start up and watch to see if it goes past the white screen to your normal desktop view
Try this procedure Larissa, and let me know if it makes a difference
Watching closely :)
It should not take any more than 30 -40 seconds
anytime over that is too long
So tell me if you would, what DVD do you have in your drive at this time Larissa?
Do you have the installation disc for your version of Mac OS X 10.6 handy?
Take your time, I will standby
how did you install 10.6
In that case, that is alright
we can use that :)
Now let's eject that disc
What you will need to do Larissa, is reboot your Macbook Pro and then hold down the Eject key on your keyboard
keep holding that Eject key until the disc ejects
Ok, in that case, what I need you to do now, is turn the Macbook Pro back on and insert that installation disc if you can Larissa
That is good- keep me posted play-by-play as you can
That is good
go ahead and click the arrow to continue
actually look at the top of the menu bar and tell me if you see a menu item entitled Utilities
Click on that and select Disk Utility
Now go to the right side window of the open Disk Utility window and select the hard drive name you see
above Macintosh HD
Once you select that hard drive (i.e. it is your actual internal hard drive for your Macbook Pro).
Oh this means that there is an issue with your hard drive
I hate to say it Larissa, but there may be a hardware issue with your hard drive
you see, when you boot up to your Mac OS X 10.5.7 Installation Disk, that means you are not, at that time
booting up to your hard drive-
the purpose of using the installation disc, is to use the repair feature through Disk Utility
to fix any issues with the hard drive or the Macintosh HD
the fact that you cannot see your hard drive, means your Macbook Pro cannot see the hard drive
but I can tell you, even if you had an issue with your Mac OS X system on the hard drive
by coming to this view where you are now, if the hard drive were ok, you should be able to see it in that Disk Utility window
That means this I'm afraid means a visit to your local Apple Retail store or Apple Authorized Service Provider, so a diagnostics on the hard drive can be conducted
if anyone can save any data on your hard drive, it would be through a technical support center
That is the hard part when troubleshooting this way, via chat- I would have to have a hands on approach myself
to get an idea what is wrong
and don't give up hope
that your data is lost
it may not be- but this hard drive is not well :(
I hope this will be resolved quickly and safely for you
Just for your reference, I have taken the liberty to provide the store locator links to your local Apple Retail store as well as a general store locator for locating any local Apple Authorized Service center in your area.
Apple Retail Store(Genius bar - need to set appointment via this website link, if planning on visiting Apple store of choice in your immediate area)
Apple Authorized Service Provider
the pleasure was all mine Ms. Larissa!
You are most welcome
If you are satisfied that I have resolved your question to your satisfaction, please feel free to press the Accept button, so that I may be compensated for my work.
And I thank you very much for allowing me to assist you. Keep in mind also, when you Accept an answer, it does not mean the session is over, especially if the issue
you received help from me, comes back. If all is well however, then there is no need to return. If you want to be cautious however, you are welcome to bookmark this session so you can c
ome back to this session and alert me.
Terry, Sr. Mac Support Specialist