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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8795
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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I can't log into my iMac When I switch it on the icon comes

Customer Question

I can't log into my iMac When I switch it on the icon comes up but when I click on it, nothing happens. Its as if the mouse and computer aren't connected. I've tried with a wired mouse but still nothing.
Submitted: 1 year ago.
Category: Mac
Expert:  Mike replied 1 year ago.
Try this:
Restart the computer and immediately hold the Shift key until you see the Apple Logo. This is called Safe Boot and it will attempt repairs. If you get to the login screen put in your user/pass then when it boots up, restart the normal way. Let me know what happens after.
Customer: replied 1 year ago.
I tried that but it doesn't work. The screen shows the icon and name under it and the box for inputting the password ***** it won't take any commands from the keypad or mouse. The cursor moves OK but thats all. Cant see how you can have remote access to a system in this condition. Thanks, Alan
Expert:  Mike replied 1 year ago.

Right but were you able to restart while holding the Shift key? Hold the power button for 10 seconds to shut off then try starting and holding the Shift key

Customer: replied 1 year ago.
OK, i now have the log on screen but now not able to get past the icon to enter the password. There is a red message in the top right hand corner "Safe Boot" but still not working.
Expert:  Mike replied 1 year ago.

OK and you are using a wired mouse?

try this:

1. Shut down the computer.
2. Unplug the computer's power cord.
3. Wait fifteen seconds.
4. Attach the computer's power cord.
5. Wait five seconds, then press the power button to turn on the computer.
6. Press and hold the Command-Option-P-R keys before the gray screen appears.
7. Hold the keys down until the computer restarts.
8. Release the keys.

Customer: replied 1 year ago.
sorry to be thick but where is the Option button??
Expert:  Mike replied 1 year ago.

If you are outside the USA it will be ALT

Customer: replied 1 year ago.
Thanks - I live in the UK
Customer: replied 1 year ago.
sorry, still the same :(
Expert:  Mike replied 1 year ago.

OK try this:

Reboot into the Recovery HD by choosing the ‘Apple‘ menu > Restart, then hold down the ‘Command’ + R’ keys on the keyboard during the start up process. When you see the Apple Logo you can let go. When the machine boots you may have to choose your language then you will see the OS X Utilities screen. Select the Disk Utility and then select Continue. Then in Disk Utility select Macintosh HD in the left column (if there are two with that name or it is named something else choose the first indented item) and then select Verify Disk on the right. If that says “OK” in green type then select Repair Disk Permissions. If it is not ok let me know.

Customer: replied 1 year ago.
I'm as far as disk utility but when i press enter or continue nothing happens.
Expert:  Mike replied 1 year ago.

You are using a wired USB mouse and keyboard right?

Customer: replied 1 year ago.
i have both, but i'm using the wired method
Customer: replied 1 year ago.
hello???
Expert:  Mike replied 1 year ago.

When you did the procedure and held the 4 keys did it restart again?

Expert:  Mike replied 1 year ago.

Are they both Apple devices mouse and keyboard?

Expert:  Mike replied 1 year ago.

If you are at the Utilities screen unplug the mouse and plug it into a different USB port

Customer: replied 1 year ago.
it went straight to the " chose a language" screen which it accepted OK. Then the OS X utilities screen appeared and I used the cursor to highlight the Disk utility, but it won't take the command to continue. and yes they are Apple not snide products.
Customer: replied 1 year ago.
Did the plug bit still no joy.
Expert:  Mike replied 1 year ago.

OK so you never completed these steps?

1. Shut down the computer.
2. Unplug the computer's power cord.
3. Wait fifteen seconds.
4. Attach the computer's power cord.
5. Wait five seconds, then press the power button to turn on the computer.
6. Press and hold the Command-Option-P-R keys before the gray screen appears.
7. Hold the keys down until the computer restarts.
8. Release the keys.

Expert:  Mike replied 1 year ago.

At step 7 let it restart 3 times

Customer: replied 1 year ago.
I did exactly what you wrote.
Expert:  Mike replied 1 year ago.

OK you said it went straight to Utilities screen I was confused

Expert:  Mike replied 1 year ago.

Do you know the system version it was running?

Customer: replied 1 year ago.
Yosemite 10.10.4 I think
Customer: replied 1 year ago.
done that and I'm back where I started - Icon but cursor moves but doesn't activate the icon
Expert:  Mike replied 1 year ago.

We can try booting from a USB stick but if this is a hardware problem it may still not work. It is strange that it works somtimes but not to Continue??

Expert:  Mike replied 1 year ago.

Go to System Preferences / Accessibility / Mouse & Trackpad and uncheck everything there

Customer: replied 1 year ago.
it is. thats why I ditched the wireless version and plugged in the wired one.
Expert:  Mike replied 1 year ago.

We of course have to get into it first

Customer: replied 1 year ago.
what do you suggest now? shall we call it a day?
Expert:  Mike replied 1 year ago.

It may be the System Preferences but we need to get to that. Did you try right clicking on Continue? I made an offer for the 10.10.4 USB image too

Expert:  Mike replied 1 year ago.

Or arrows and then hit Return or Enter when on Continue.

Customer: replied 1 year ago.
tried that but to no avail
Expert:  Mike replied 1 year ago.

OK and you are sure it restarted 3 times on step 7 above correct?

Customer: replied 1 year ago.
the sound was on and the 'music' played as if it was starting
Expert:  Mike replied 1 year ago.

OK then I think there is a hardware failure of some kind, sorry.

Customer: replied 1 year ago.
Ok thanks. I'll pay you for your time. best regards,Alan
Expert:  Mike replied 1 year ago.

Thanks. If you are satisfied, please kindly provide an OK or Above Rating - so I get paid. Keep in mind you can always come back to this page at any time regarding this question. If we solved your problem, giving me high marks on the survey and / or bonuses are also GREATLY appreciated. Thanks!!