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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8698
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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Have a MacBook Air that I tryed to reset the ox system and

Customer Question

Hi have a MacBook Air that I tryed to reset the ox system and it got shut off part way through, now just have a blank screen. How do Iget it going again??
Submitted: 1 year ago.
Category: Mac
Expert:  Mike replied 1 year ago.

What system version was it running? If you are not sure just let me know.

Customer: replied 1 year ago.
Mac osx
Customer: replied 1 year ago.
Need to connect to internet I think?.
Expert:  Mike replied 1 year ago.

Yes of course it is Mac OS X but I need the version number. Try this:

Hold the power button for 10 seconds then 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) select the First Aid tab if it is not already selected, then click on Verify Disk on the far right. If that says “OK” in green type then select Repair Disk Permissions. If all is ok quit Disk Utility and select Reinstall Mac OS X.

Customer: replied 1 year ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer: replied 1 year ago.
I have got a small white folder with a flashing ? Mark
Expert:  Mike replied 1 year ago.

Did you want me to call you or not?

Expert:  Mike replied 1 year ago.

Did you hold Command -R on startup?

Customer: replied 1 year ago.
No we will cha did not know it costs extra my first time
Customer: replied 1 year ago.
Expert:  Mike replied 1 year ago.

Ok so you rebooted and held Command -R right after you heard the startup chime?

Customer: replied 1 year ago.
No I held command-R then pushed the power button
Expert:  Mike replied 1 year ago.

Did you hear the startup chime? Did you keep holding the keys?

Customer: replied 1 year ago.
kept holding the keys after chime
Expert:  Mike replied 1 year ago.

OK you said you "tryed to reset the ox system". What did you do exactly?

Customer: replied 1 year ago.
We put it to clear the system of all personnel data, while it was doing that we closed the lid and went home, now nothing.
Customer: replied 1 year ago.
Just got the flashing ? Mark on a white folder in Center of screen black screen all around
Customer: replied 1 year ago.
Looks like you have left me??
Expert:  Mike replied 1 year ago.

Sorry just had to take a quick break.

Expert:  Mike replied 1 year ago.

How did you "put it to clear the system of all personnel data"? That is not a normal option the the Apple operating system

Expert:  Mike replied 1 year ago.

You put what?

Customer: replied 1 year ago.
No worries just let me know. Thanks
Customer: replied 1 year ago.
My friend had put it there it showed the OX system had 2hr and 20 min to complete the reset and we closed the lid
Expert:  Mike replied 1 year ago.

Put what there? Was it some special software? If so what software?? There is no "reset"...

Customer: replied 1 year ago.
No he just got the apple system to clear the personal data
Customer: replied 1 year ago.
I did not do it so not sure what he did sorry
Expert:  Mike replied 1 year ago.

There is no way to do that he obviously messed up...

Expert:  Mike replied 1 year ago.

Restart and hold the Option key until you see a list then let me know

Customer: replied 1 year ago.
Ok I think it has lost it program
Customer: replied 1 year ago.
It is saying internet recovery , choose network, but no list
Expert:  Mike replied 1 year ago.

Whatever he did messed up your system but good. OK do you have a backup?

Customer: replied 1 year ago.
On my iCloud but it is for my iPad that I am using to chat with you.
Expert:  Mike replied 1 year ago.

OK you will have to use Internet Recovery. Go through the process and let me know if you have any problems, it will boot from Apple's servers and reinstall your system

Customer: replied 1 year ago.
Can I load the operating system from my iPad directly to the mac air with a cable connection?
Customer: replied 1 year ago.
Ok it is asking ne to choose a network but none show
Expert:  Mike replied 1 year ago.

No the iPad is a totally different animal... You don't see any networks to choose from? Can you plug it into your router directly with an Ethernet cable?

Customer: replied 1 year ago.
Ok
Expert:  Mike replied 1 year ago.

OK let me know

Customer: replied 1 year ago.
I have no cable with Ethernet to usb.
Expert:  Mike replied 1 year ago.

1. Shut down the computer.
2. Plug in the power adapter to a power source, connecting it to the Mac if its not already connected.
3. On the built-in keyboard, press the (left side) Shift-Control-Option keys and the power button at the same time.
4. Release all the keys and the power button at the same time.
5. 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 again at least twice.
8. Release the keys and hold Command - Option - R. This should get you back to Internet Recovery

Customer: replied 1 year ago.
Just got a internet connected now what?
Expert:  Mike replied 1 year ago.

Reboot and hold Command - Option - R. This should get you back to Internet Recovery. When you get to the Mac OS Utilities screen let me know

Customer: replied 1 year ago.
It's connected trough my iphone
Expert:  Mike replied 1 year ago.

OK that will take a really long time what's wrong with your WiFi?

Customer: replied 1 year ago.
Pass word am at my daughters house and she is not home
Expert:  Mike replied 1 year ago.

OK do you plan on staying there all night?

Customer: replied 1 year ago.
it connects to my phone and then stops not sure why
Expert:  Mike replied 1 year ago.

OK I don't know about that, I don't recommend using that anyway it will be too slow... were you using the WiFi before? Can't you call your daughter and get the password?

Customer: replied 1 year ago.
Finally it looks like it is loading the bar is moving
Customer: replied 1 year ago.
It says 4 min left lets just see what happens.
Expert:  Mike replied 1 year ago.

4 minutes for what? What did you do?

Customer: replied 1 year ago.
Daughter in Mexico were I should be lol
Expert:  Mike replied 1 year ago.

LOL 4 minutes for what? What did you do? Remember I am not in front of you I need more details

Customer: replied 1 year ago.
Sorry just tryed to connect to my phone again and it started loading
Customer: replied 1 year ago.
Got a OS X utilities screen up
Expert:  Mike replied 1 year ago.

OK select Disk Utility then 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) select the First Aid tab if it is not already selected, then click on Verify Disk on the far 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.
Ok I got it high lighted but can not press continue button
Expert:  Mike replied 1 year ago.

Keep trying that is your only hope... try rebooting and hold Option - Command - R.

Customer: replied 1 year ago.
Got the verified now trying repair
Customer: replied 1 year ago.
Volume repair complete
Updating boot support partitions for the volume as required
Expert:  Mike replied 1 year ago.

OK if that is successful Repair Permissions

Customer: replied 1 year ago.
Repair permission is grey
Expert:  Mike replied 1 year ago.

OK are you sure you are selecting Macintosh HD the first indented item

Customer: replied 1 year ago.
it does look like it needs disk permission
Expert:  Mike replied 1 year ago.

Sorry what does that mean? If the Permissions are grayed out it means the system is not even recognized. Quit Disk Utility and Reinstall Mac OS X

Customer: replied 1 year ago.
When it is repairing the sliding blue marker only goes half way
Expert:  Mike replied 1 year ago.

So you are able to Repair Permissions now? I thought you said it was grayed out ? Please give more details when responding.

Customer: replied 1 year ago.
Could not get back to utilities so am re booting
Expert:  Mike replied 1 year ago.

If it only went halfway you have to give it more time. Did you cancel it? Why would you even be out of the Utilities?

Customer: replied 1 year ago.
Ok back loading for 5 min again
Expert:  Mike replied 1 year ago.

Please don't do anything without asking me first or this will take forever... thanks

Customer: replied 1 year ago.
Sorry when I was in the Mac he screen could only move around using the tab key and enter with the space key very limited key board use
Expert:  Mike replied 1 year ago.

Yes but you were in the Repair Permissions and it was running why do you stop?

Customer: replied 1 year ago.
Back at the OS X utilities screen
Expert:  Mike replied 1 year ago.

OK do the same thing again: 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) select the First Aid tab if it is not already selected, then click on Verify Disk on the far 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.
Can only get to verify disk and repair disk, not able to get to greyed out repair disk permission?
Expert:  Mike replied 1 year ago.

OK if Verify Disk is now OK in green type and then if the Permissions are grayed out it means the system is not even recognized. Quit Disk Utility and Reinstall Mac OS X

Customer: replied 1 year ago.
How do I quit disk utilities?
Expert:  Mike replied 1 year ago.

Command Q or go to Disk Utilities / Quit same as always...

Customer: replied 1 year ago.
That worked in OS X utilities, the reinstall OS X option has a blue X over the symbols
Expert:  Mike replied 1 year ago.

OK just select it and Continue let me know if you have any error messages

Customer: replied 1 year ago.
I am at select the disk you want to install OS X
Expert:  Mike replied 1 year ago.

Macintosh HD

Customer: replied 1 year ago.
It shows Macintosh HD but the install but is greyed out
Customer: replied 1 year ago.
It shows 120.47 Gbps total, and 119.01 gb available?
Expert:  Mike replied 1 year ago.

That is plenty of room no other errors?

Customer: replied 1 year ago.
No that is all but install button is grey
Expert:  Mike replied 1 year ago.

Did you select Macintosh HD?

Customer: replied 1 year ago.
Nothing to select just a picture of a hard drive and writing under it saying Macintosh HD
Expert:  Mike replied 1 year ago.

Yes select it either the image or the words

Customer: replied 1 year ago.
Got it selected it is in a small frame.
Customer: replied 1 year ago.
Install button now not grey but can not execute the button.
Expert:  Mike replied 1 year ago.

Right ok go!!!

Customer: replied 1 year ago.
Top left corner of screen have a yellow led on?
Expert:  Mike replied 1 year ago.

Just Execute

Customer: replied 1 year ago.
How the keyboard enter key and space bar key and tab button will do nothing?
Expert:  Mike replied 1 year ago.

You don't use those use the trackpad to click on Execute. Is that your computer?

Customer: replied 1 year ago.
Track ball moves arrow but when I tap the mouse nothing happens
Customer: replied 1 year ago.
All the mouse pad does is move the arrow.
Expert:  Mike replied 1 year ago.

No it does many other things. You left click by pressing in the bottom left corner

Customer: replied 1 year ago.
Thanks that worked it says 1hour and 19 min remaining
Expert:  Mike replied 1 year ago.

Great you should be fine when that finishes but let me know if not.

If you are satisfied, please kindly provide an OK or Above Rating - so I get paid. Please remember we only get a portion of the original amount you pay no matter how long it takes, so bonuses are GREATLY appreciated. Keep in mind you can always come back to this page at any time regarding this question. Thanks!!

Customer: replied 1 year ago.
if I need more help how do IGet back to you?
Expert:  Mike replied 1 year ago.

Just come back here. Bookmark this page or go to the link in the email you receive. I will still be online for a couple hours at least.

Customer: replied 1 year ago.
Thanks for your help will let you know how it works out.
Expert:  Mike replied 1 year ago.

OK seeing how much hard drive space was open I would say your friend erased the hard drive is that correct?

Customer: replied 1 year ago.
119.01GB available
Customer: replied 1 year ago.
will have to start fresh.
Expert:  Mike replied 1 year ago.

Right but "120.47 Gbps total" so there are no files basically... if I had known that's what was done we could have done this much faster I assumed you had data to save...

Customer: replied 1 year ago.
I didn't know how much was gone, as long as I get it going again that will be great, only 30 min left to load going faster then it says.
Expert:  Mike replied 1 year ago.

OK maybe your connection is fast but phone Internet is not usually... it only took us 3 hours to get here... LOL

Customer: replied 1 year ago.
wish I could have been more help, just a user not a tech.lol
Expert:  Mike replied 1 year ago.

Right you should have made your friend fix it .. LOL

Customer: replied 1 year ago.
NOT he will never touch my machine again, I his defence I think we are both to blame for closing the lid when it was in that mode, lesson learned.
Expert:  Mike replied 1 year ago.

Yes but the drive was erased we did not do that.. maybe he misunderstood what you wanted

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