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 John T. F. Your Own Question

John T. F.
John T. F., Mac Druid
Category: Mac
Satisfied Customers: 2348
Experience:  20+ years in the computer/Mac industry
60674955
Type Your Mac Question Here...
John T. F. is online now
A new question is answered every 9 seconds

hi, im locked out of my MAC OS X.....for some reason it wont

Customer Question

hi, i'm locked out of my MAC OS X.....for some reason it won't let me type my password XXXXX???
Submitted: 1 year ago.
Category: Mac
Expert:  John T. F. replied 1 year ago.
Hello! My name is John, I will work diligently to provide accurate advice and information.

Attachments are only available to registered users.

Register Here


Don't forget the deposit you placed to ask this question is not used to compensate me until you rate my service! Please remember that when you are asked to give a rating, you are rating my service only and not this website itself or your issue.

Is your keyboard not working or it simply won't accept the password?

Customer: replied 1 year ago.

When I go to put in the password, nothing types, so no 'dots'

Customer: replied 1 year ago.

are you there?

,

When I go to put in the password, nothing types, so no 'dots'

Expert:  John T. F. replied 1 year ago.
Thanks, Matt.

Simple question; have you tried restarting the Mac?
Customer: replied 1 year ago.

yes I have

Expert:  John T. F. replied 1 year ago.
Thanks.

What version of OS X are you running?
Customer: replied 1 year ago.

i'ts a mac book pro

Expert:  John T. F. replied 1 year ago.
Do you not know the version of OS X installed, however? OS X 10.6 Snow Leopard, 10.7 Lion, etc...?

Customer: replied 1 year ago.

no idea, i'm really sorry

Expert:  John T. F. replied 1 year ago.
Okay,

Does your login screen look like this?

Attachments are only available to registered users.

Register Here

Attachments are only available to registered users.

Register Here

Attachments are only available to registered users.

Register Here
View Full Image

Attachments are only available to registered users.

Register Here
Customer: replied 1 year ago.

no, it's a pale grey square, with an apple at the top, then Mac OS S under that, then matthew hurley's Macbook pro. below is a slightly darker inset square with my name and password space bar. below that, is back, forgot passwod and login

Expert:  John T. F. replied 1 year ago.
Alright, You're probably running an ealier release (10.5 or 10.6).

Restart your Mac

As soon as you hear the Startup chime, press and hold the SHIFT key

Continue to hold the Shift key until you see the Apple logo and progress indicator.

Then, let go of the Shift key and let it boot to the login screen. See if you can type in your password.

If you can, restart the Mac once more and verify it continues to work.

Hopefully, this info will answer your question and if so please don't forget to rate my service

Attachments are only available to registered users.

Register Here
. If you continue to have questions on this topic, do not rate yet, just reply back to this discussion. I will be more than happy to work with you further.

Thanks and good luck,
John
Customer: replied 1 year ago.

no, that hasn't worked

Expert:  John T. F. replied 1 year ago.
Okay, let's tryt his next;

Shut down the computer.
Plug in the MagSafe power adapter to a power source, connecting it to the Mac if its not already connected.
On the built-in keyboard, press the (left side) Shift-Control-Option keys and the power button at the same time.
Release all the keys and the power button at the same time.
Press the power button to turn on the computer.
Customer: replied 1 year ago.

can you clarify which is the option key?


 

Expert:  John T. F. replied 1 year ago.
It should actually be labeled "option" or perhaps "alt" on most keyboards. Generally it is next to the Command key on the same row as the space bar.
Customer: replied 1 year ago.

OK, tried that and still I can't type in the password box. What next?

Expert:  John T. F. replied 1 year ago.
Can you tell if the keyboard itself is working at all?

Try this to see if it is (and, also, check your file system if you can type) ;

Restart your Mac

Immediately press the "Command"(Apple) key + "S" Key at the same time and hold them down.

The screen should go black and you should start seeing white text, then let go of the keys.

After a short period of time you will land at a command prompt.

At the command-line prompt, type:
/sbin/fsck -fy

and Press Return.

(fsck is a file system checker. It will run through a battery of tests, looking at different aspects of your file system.

When it's done, it will normally produce one of two messages

1) "The volume (name of your hard drive) appears to be OK

If it states the above, then your drive is fine and you can simply type "reboot" at the prompt to restart your Mac and boot back to the Desktop.

2) If fsck found any errors, it may have tried to correct them and will display this message: --FILE SYSTEM WAS MODIFIED--

If this message appears, repeat the fsck command you typed at the beginning

/sbin/fsck -fy

and Press Return.

Keep repeating this until it reports your drive is OK.

If by some reason you need to do the above more than 5 times, this indicates a more serious issue. At the very least, the hard drive needs to be formatted and OS X should be re-installed.

However, assuming everything goes okay, type 'reboot' at the prompt and then press Return.



Customer: replied 1 year ago.
Relist: Inaccurate answer.
Expert:  John T. F. replied 1 year ago.
Matt,

Were you able to press those keys and see the black screen as requested?
Customer: replied 1 year ago.

Unfortunately we can't type anything, although we did pull up the page you said. The key board just will not type a darn thing :(

Expert:  John T. F. replied 1 year ago.
To clarify you were able to use Command + S to bring up the black screen but could not type the /sbin/fsck -fy command? Or did that work but on restart the login screen was still not functional?

Customer: replied 1 year ago.

yes

Expert:  John T. F. replied 1 year ago.
Sorry, yes to which?

Customer: replied 1 year ago.

we managed to bring up the screen, but the keys won't type what you suggested. It seems all the keys are locked

Expert:  John T. F. replied 1 year ago.
Okay,

had you been having any issues with the keyboard prior to this?

Customer: replied 1 year ago.

no, but I'm starting to wonder if someone has maybe split something on it and not told me. Would liquid damage do this?

Expert:  John T. F. replied 1 year ago.
Yes, theoretically, liquid damage could cause a symptom such as this. I'm curious about it partially working for the last procedure though.

Try this last procedure.

Shut off the MacBook Pro.

Restart and as soon as you hear the chime, press and hold the following keys:

COMMAND,OPTION, P, R.

If it works you should hear the chime a second time - then let go. If you do not hear a chime or it shows the Apple logo and progress indicator as it boots, then let go as well.
Customer: replied 1 year ago.

so nothing has happened when I press and hold that combination. At the screen with Shift + S I could type / but no letters. Any other ideas?

Expert:  John T. F. replied 1 year ago.
I'm afraid this does indeed sound like a physical failure. It could be from liquid damage or simple failure of an internal component.

I'm afraid your next best option is to seek the service of an Apple authorized repair center.

Customer: replied 1 year ago.

fair enough, thought that might have been the case

Expert:  John T. F. replied 1 year ago.
Yes, if it was only failing while using the operating system then it would likely be software but the last procedure is purely a hardware procedure.

Good luck!
John

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