Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.To determine if your issue is hardware or software related, I will need additional information from you. Do you know what operating system you are running?
I think it is Snow leapoard
but I'm not sure
Do you have the install disk?
let me get it
Insert the CD into your computer. Then restart your computer while pressing and holding the option key
Mac OS X snow Leopard
You will then see a picture of the CD, click on it
Ok now it will load to the install screen. Once it loads choose english as your language
i see and apple and the disc is operating
I see the icon spinning
Ok so it is booting up
Do you see Utilities in the upper menu?
Click on utilities and then choose disk utility
This will allow us to check your hard drive
the screen says to repair you disc
Click on Macintosh HD in the left column and then choose verify disk
where would that be?
Do you see macintosh HD in the left column?
the screen says "select a disk,volume, or image
I see Disc utility
Yes but in the left column, you should see listed volumes
file edit images window
I see 160.04 GB Toshiba
Does your screen look like this?
If you do not see macintosh HD, it looks like your computer lost its partition. Do you have a backup?
I pick the machine up by the corner and it rebooted
From what you are describing, it sounds like your computer is not booting due to a hard drive failure. We may be able to try to re-partiion the hard drive, but it will erase everything
Im sorry. Would you like to try to re-partion it?
I pressed the 160.04 screen and have a screen that says repair disc
Ok, Do you see verify disk?
i shows a micoscope ?
You are looking at the top. Look at the bottom right corner
It shows a microscope icon?
I see it
Ok click on that verify disk button
Ok, let me know what it says when it is done
invalid key length
click repair disc
Ok, choose repair
Let me know what it says
it says disc utility cannot repair
Im sorry, it does sound like the internal hard drive needs to be replaced.
back up as many of your files as possible,reformat disc
ok how do I back up my files
From what you are describing, it may even be too late to backup files because the partition is lost. The partition is where all of files are stored. Look at the illustration. You are suppose to see Two hard drive. The actual hard drive which displays the size of the drive and then macintosh HD which is the partition
I have a Toshiba and below a Matshita
I just plugged in my backup unit
its a passport
Yes but it does not say macintosh HD. Matshita is sounds like your Optical drive. Do you seeXXXXXlogos
WD Smart ware
What does the second hard drive logo say
it does not
So then you only have one hard drive logo?
the top is the 160.04 GB Toshiba MK 165
I have 2 logos but only one with a descroption
Are you chatting from another mac?
What year is the troubled macbook?
It's about 8 years old
So it is white?
Do you have a firewire cable?
Sorry what is a firewall cable?
A fire wire cable is used to connect two machines together to transfer data. Some external hard drives even come with fire wire cables. It looks like this
No but I do have a passport back up disc
will this work?
No im sorry. The passport is only used to backup information from your mac onto your passport incase of hard drive failures. Do you know if by any chance you have a time machine backup?
I think so
how would I be able to verify?
Ok lets check. Plug your passport into the computer you are chatting from now
Open your finder window. Your passport will show up under devices in the left column
yes it does WD Smartware & my passport
Ok, click on it to see its contents. Do you see a Backup folder inside?
Awesome. Now click on that folder, they should be arranged by dates
WD smart backups
WD samrt ware
Click on Jan 8. What do you see
A series of dates
what is the latest date?
I guess my last backup date was on 12/24/2012
Click on the 12/24/2012 folder. What is inside that folder?
documents, mail,music etc
Click on the documents folder. Do any of the documents look familiar?
I'm gonna shoot this thing
It does not sounds like you were backing up using Time machine which came with your mac. It sounds like Western Digitals (WD) own backup system
Did you look through other files within the folder to see if you recognize anything?
Ok, you have a few options. Either way, you will need to replace your hard drive 1. Attempt to reformat your hard drive which wipes everything off2. If another computer can see the failing hard drive, you can purchase cables to connect the two (which I can explain if you choose this option3. You can use data recovery. The software option may not work in your situation so you may need to take it to a data recovery specialist ( which I can recommend if you choose)4. Replace your hard drive and start fresh
Ok, sounds like a new hard drive
I would like to recover whatever I can before doing that
is that possible?
It depends on the state of the hard drive. You can first try to connect the troubled mac to your new one. The mac does not currently recognize the hard drive. However it is possible when connected, the other computer will recognize it. If that does not work, you will need to still replace the hard drive but you will need to take the old hard drive in for data recovery
Sounds like a trip to the apple store
Yes, make sure you tell them that you are interested in recovering data. They have what is called a hard drive sled. What that does is allows the tech to connect your old hard drive to the new hard drive. If it mounts, then data recovery is possible
I wish you the best of luck with this process. Hard drive failures are no fun. I too had to learn the hard way. Make sure when you get your hard drive replaced. Enable time machine on your computer. This will backup your documents daily incase another hard drive issue occurs
Ok how do I make an appoinment at the Danbury CT store?
Here is the link. It will open up in a new window. http://concierge.apple.com/reservation/us/en/
You are very welcome. Best of luck
Thanks. Just made the appintment.
Thanks agian. Good bye
Awesome. Make sure you bring your WD hard drive too. You are welcome
Take care :)
do I just leave the page?
You can now go ahead and rate my service and end the Chat.