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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31118
Experience:  IT Engineer for over 15 years
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Black screen, I was in the middle of downloading Sierra and

Customer Question

Black screen
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: I was in the middle of downloading Sierra and my screen froze
JA: Have you installed any updates recently?
Customer: Yes
JA: What troubleshooting have you tried?
Customer: Restarting, that's it
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Brand new lap top.. also there is a white circle with a line through it when I boot up
Submitted: 1 month ago.
Category: Mac
Expert:  Richard replied 1 month ago.

Hi there and welcome

Can you please power off the Mac

Then hold the left SHIFT key and with it held down, power on the mac.

Keep shift held down until you are at the sign in screen and try to sign in

Let me know the results please

Customer: replied 1 month ago.
It did not work.
The loading bar will fill up about half way and then it will just go right back to the black screen with the circle with line through it. It blinks every now and again.
Expert:  Richard replied 1 month ago.

Thank you

Can you do the following please

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

Tell me if it now starts up

Customer: replied 1 month ago.
Okay that brought up the OSX Utilities. It asked what language I wanted. Then it gave me four options to choose from. Restore from backup , reinstall, online help and disk utility
Expert:  Richard replied 1 month ago.

ok, it should not have gone to Disk Utilities, which means you only seemed to press CMD and R

Can you repeat the instructions and make sure please you are pressing all four buttons

Customer: replied 1 month ago.
I pressed all four buttons and held them and it took me to the language screen . I pick my language and it brings up the OS X Utilies screen again.
Expert:  Richard replied 1 month ago.

ok, in Disk Utilities

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 1 month ago.
My macintosh HD tab isn't lit up. It won't let me click on it and run the check. I can run a check on all of the other tabs though
Expert:  Richard replied 1 month ago.

ok, do it on the others and tell me if hat then helps please

Customer: replied 1 month ago.
I did all the other and a green arrow pops up on them all
Customer: replied 1 month ago.
It also say I have 0 free space
Expert:  Richard replied 1 month ago.

ok, it looks like the hard drive has crashed.

Try to do a restore from backup

What then happens?

Customer: replied 1 month ago.
It's says "restore process has failed"
Expert:  Richard replied 1 month ago.

ok, we need then to attempt a reinstall, it will not touch your files but programs will need to be installed again.

Choose to do a reinstall please

Customer: replied 1 month ago.
Okay I got the macintosh Hd tab to light up and I ran a first aid on that.. it says that is has failed, if possible back up the data on the volum
Expert:  Richard replied 1 month ago.

ok, not possible in this state, but attempt the reinstall please

Expert:  Richard replied 1 month ago.

or you just did?

Customer: replied 1 month ago.
Thanks
Expert:  Richard replied 1 month ago.

Thanks meaning it is up and running now?

Expert:  Richard replied 1 month ago.

Please let me know if you are still working with me on this