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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31329
Experience:  IT Engineer for over 15 years
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Mac Pro won't connect to wifi

Customer Question

Mac Pro won't connect to wifi
Submitted: 11 months ago.
Category: Mac
Expert:  Richard replied 11 months ago.

Hi there and welcome

Can you tell me please exactly what happens when it fails to connect to wifi? What error message or issue do you encounter?

Thank you

Customer: replied 11 months ago.
Hi there,The 'bar' routine in the menu bar cycles, then stops with an exclamation mark.
Customer: replied 11 months ago.
It sees the two wifi locations, signal strong, other devices no problem, such as this iPad mini.
Expert:  Richard replied 11 months ago.

Thanks

Can you open Finder and click Go to folder.

Enter ~/library and press enter

Then delete the below two files

/Preferences/SystemConfiguration/NetworkInterfaces.plist

/Preferences/SystemConfiguration/preferences.plist

Then restart the Mac and tell me if you can then connect to wifi please.

Customer: replied 11 months ago.
I can't see those files
Customer: replied 11 months ago.
Many folders in the library
Expert:  Richard replied 11 months ago.

They are there, there on every Mac, you need to first go to Library, then the folders I indicated

/Preferences

Then

SystemConfiguration

Then you see the files.

Customer: replied 11 months ago.
No sign of /preferences. I am looking at a list of folders, perhaps 50.
Expert:  Richard replied 11 months ago.

You need to first go to ~/library

I think your mis reading my instructions, as the folders and files are there.

I will repeat the steps you have to do

open Finder and click Go to folder.

Enter ~/library and press enter

Then delete the below two files (so first go to the SystemConfiguration folder which is in Preference)

/Preferences/SystemConfiguration/NetworkInterfaces.plist

/Preferences/SystemConfiguration/preferences.plist

Then restart the Mac and tell me if you can then connect to wifi please.

Customer: replied 11 months ago.
Ok, give me a sec
Expert:  Richard replied 11 months ago.

thanks

Customer: replied 11 months ago.
Went, in finder, to Go to Folder
In the window that appears, I typed ~/library
It opens a window called Library
The list in the window starts with a folder called Accounts, and ends with a folder Widgets. The list is maybe 50 folders long. There is no sign of /preferences
Customer: replied 11 months ago.
Hold on for a sec, sorry
Expert:  Richard replied 11 months ago.

There will be a folder called preference in the library, if there was not your Mac would not load.

Customer: replied 11 months ago.
There is a folder called Preferences.
I have carefully gone through the list. The first 100 files all start com.apple, the com.something, then about 20 misc. files
Expert:  Richard replied 11 months ago.

ok, your still misreading the instructions.

Remember there are two folders you need to go into, the first is preferences, then you go to SystemConfiguration within that.

Then you delete the files

NetworkInterfaces.plist

preferences.plist

Customer: replied 11 months ago.
My apologies, hold on
Customer: replied 11 months ago.
Ok, opening the folder called Preferences in Library
Expert:  Richard replied 11 months ago.

thanks

Customer: replied 11 months ago.
Same again.In Library, there is a list of folders.
I open the folder called Preferences,
There is no folder inside called SystemConfiguration.
There are four folders, Brother, ByHost, iphotobuddy, macro media, Microsoft
Under the ByHost there are maybe 100 files starting com.
There is no folder here called SystemConfiguration.
I am in Preferences, in the Library
Expert:  Richard replied 11 months ago.

If your 100% sure its not there (please check carefully as you did not see preferences before when it was there) then its in your Root drive, so in Finder go to /Library/Preferences/SystemConfiguration/

This is Library, not ~/library which is different

Customer: replied 11 months ago.
100%
Customer: replied 11 months ago.
I didn't see Preferences before because i was looking for a file called /preferences
Expert:  Richard replied 11 months ago.

Its a Folder, as is SystemConfigurartion, they are folders that store the two files I am trying to get you to trash.

in Finder go to /Library/Preferences/SystemConfiguration/

This is Library, not ~/library which is different

Customer: replied 11 months ago.
Ok, there.
I see one folder called CaptiveNetworkSupport, plus 9 files.
The last file is called preferences.plist
Customer: replied 11 months ago.
They all end .plist
Expert:  Richard replied 11 months ago.

ok.... but can you do the instructions I gave you please?

Customer: replied 11 months ago.
This is exactly what I did:Its a Folder, as is SystemConfigurartion, they are folders that store the two files I am trying to get you to trash.in Finder go to /Library/Preferences/SystemConfiguration/This is Library, not ~/library which is different
Customer: replied 11 months ago.
I am there. I told you what I saw. I'm not making mistakes.
Customer: replied 11 months ago.
I will do it again
Expert:  Richard replied 11 months ago.

The folder is there in one of them, the Mac would not work at all without it... but if you cannot find it will have to try to do this another way.

Click on the Apple icon top left then click on System Preference.

Tell me when you have

Customer: replied 11 months ago.
Went to GotoFolder in Finder under the Go in the menu bar
Keyed in /Library/Preferences/SystemConfiguration, hit Go
See a list, the first item is a folder called CaptiveNetworkSupport
Followed by a list of nine files, not folders. The first seven items start com. The eighth is NetworkInterfaces.plist. The last is preferences.plist
Customer: replied 11 months ago.
Ok, I see the usual preference icons. Seen this many times
Customer: replied 11 months ago.
What would you like me do do here?
Expert:  Richard replied 11 months ago.

Then it will be within ~/library instead, but we will not repeat this as we tried to do this before.

Click on Network.

Then click on your wifi conection and on location at the top click on it and select Edit Locations

Use the (-) to delete the current location, Then restart the mac, go back, click the + and add your wifi connection to the mac and tell me if it now connects.

Customer: replied 11 months ago.
There are various locations
The first is called Automatic
Then eight called 'Location' and a time.
The last is called semu2773
Expert:  Richard replied 11 months ago.

ok, it means you have connected to a lot of different wifi networks, remove them all please

Customer: replied 11 months ago.
Oh man.
If I try to delete the times Locations using the (-) key, just beeps.
Expert:  Richard replied 11 months ago.

ok, try to delete as many as you can please

Customer: replied 11 months ago.
My mistake. See it.
Expert:  Richard replied 11 months ago.

ok, let me know the results please

Customer: replied 11 months ago.
Ok, deleted, restarting
Expert:  Richard replied 11 months ago.

Thanks

Customer: replied 11 months ago.
Deleted location files, restarted, selected wifi network, cycled through bars for a minute, finished with exclamation mark, no connection. Tried with second wifi connection, same thing.
Expert:  Richard replied 11 months ago.

ok,

Power off the mac

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.

Click the First Aid tab.

Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.

Select your Startup Disk (usually named "Macintosh HD").

Click Repair. Disk Utility checks and repairs the disk.

Let this complete and when it has, tell me if you still have the problem please.

Customer: replied 11 months ago.
Will this have any effect on other preferences? I have a dead trackpad, am using a external pad. It took a full day to accidentally click the external pad option in preferences. If that becomes undone I am truly screwed.
Customer: replied 11 months ago.
I am travelling. Currently in Thailand.
Expert:  Richard replied 11 months ago.

no it wont, but the fact you had that issue could be part of this

Customer: replied 11 months ago.
Ok.
Expert:  Richard replied 11 months ago.

thanks

Customer: replied 11 months ago.
Ther
Customer: replied 11 months ago.
Rafter startup, I get a black and white spinning globe. Below the globe is a menu bar with the wifi network name.
Customer: replied 11 months ago.
Just a spinning globe and the wifi network name. Strange.
Customer: replied 11 months ago.
Shall I do it again?
Expert:  Richard replied 11 months ago.

yes please, make sure the Mac is completly off first before doing my instructions.

Customer: replied 11 months ago.
Can't power down
Expert:  Richard replied 11 months ago.

hold the power button until it turns off, this will force it off.

Customer: replied 11 months ago.
Done. I'll leave it a sec.
Customer: replied 11 months ago.
Same again. Black and white spinning globe, menu window underneath with wifi network name.
Expert:  Richard replied 11 months ago.

ok, starting to point to a system board failure, explains the wifi issue and the trackpad issue you had before.

  1. Shut down your Mac.
  2. Locate the following keys on the keyboard: Command (⌘), Option, P, and R.
  3. Turn on your Mac.
  4. Press and hold the Command-Option-P-R keys immediately after you hear the startup sound.
  5. Hold these keys until the computer restarts and you hear the startup sound for a second time.
  6. Release the keys.

Tell me what then happens please.

Customer: replied 11 months ago.
Ok
Expert:  Richard replied 11 months ago.

thanks

Customer: replied 11 months ago.
Log in screen
Expert:  Richard replied 11 months ago.

ok, log in and see if it connects to wifi

Customer: replied 11 months ago.
No
Expert:  Richard replied 11 months ago.

ok, try to now do the repair I was getting you to do

Power off the mac

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.

Click the First Aid tab.

Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.

Select your Startup Disk (usually named "Macintosh HD").

Click Repair. Disk Utility checks and repairs the disk.

Let this complete and when it has, tell me if you still have the problem please.

Customer: replied 11 months ago.
I started up, at startup held down the command and R keys. Held them down.A black and white spinning globe plus the wifi network name in a menu bar.
Customer: replied 11 months ago.
Doing again
Customer: replied 11 months ago.
Same again.
Customer: replied 11 months ago.
This time a brief message says 'starting internet recovery. This may take awhile.'
Expert:  Richard replied 11 months ago.

ok, let the recovery complete and tell me what then happens please.

Customer: replied 11 months ago.
Ok, finished.Exclamation mark over the globe, message is Apple.com/support -2003F
Expert:  Richard replied 11 months ago.

You mean you get this error when it ran the repair or when connecting to wifi?

Customer: replied 11 months ago.
This is what I got every time I started up using the command and R keys. Starting up without using those keys is a normal start up to the home screen.
Expert:  Richard replied 11 months ago.

ok, now try to connect to wifi and tell me what happens please.

Customer: replied 11 months ago.
Same. Exclamation mark on both wifi locations. Full string 5 bars on this iPad and on phone.
Expert:  Richard replied 11 months ago.

ok, the fact you cannot even get into the recovery console confirms this is a hardware issue, no matter the software issue we would always be able to get into the recovery console. As you indicated the issue with the trackpad, then it points to the system board as whats failing and this will need to be replaced. I believe additional issues will occur in the near future, or you get a total failure and it stops starting.

I am really sorry about this and you are going to have to return the Mac to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you

Customer: replied 11 months ago.
Ok, thanks.
Expert:  Richard replied 11 months ago.

Your welcome,

If you need anything else, please let me know, and please remember the service rating.

Thank you

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