Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

This answer was rated:

I recently restarted my computer and not a normal start up…

I recently restarted my computer...
I recently restarted my computer and not a normal start up happened. It asked me to chose a language then it went to OS X utilities menu which shows

Restore from time machine backup
reinstall OSX
get help online
disk utility.

I didnt do anything out of the norm. Is all my stuff gone now?

Please help!

Respectfully,

Carlos
Show More
Show Less
Ask Your Own Mac Question
Answered in 20 minutes by:
11/1/2013
Michelle
Michelle, Mac Technician
Category: Mac
Satisfied Customers: 982
Experience: Apple Computers and Mobile support with 12 years of exp.
Verified

Michelle :

Hi, and welcome! My name is XXXXX XXXXX I am excited to get started with you.

From what you are describing, it sounds like you restarted into the recovery partition. This can happen if your computer does not recognize your hard drive. In the Utilities screen, do you see Disk utility?

Michelle :

Also, were you performing any system upgrades?

Customer:

I am not doing an upgrades.

Customer:

I tried the disk utility to see if everything was fine and it said it was.

Michelle :

Are you trying to upgrade to 10.9 Mountain Lion?

Customer:

I am not trying to upgrade to anything. Yesterday I had a update to my computer and did the up date but not upgrade to 10.9. Not that is said that.

Michelle :

Okay, Click on Utilities at the top menu bar and choose startup disk

Michelle :

When you click on startup disk, you should see your hard drive. Click on that and choose restart

Customer:

It doesnt give me that option. when I click on the utilities at the top it only gives me firmware password XXXXX network utility and terminal on a drop down

Michelle :

Then click on the apple logo in the upper left corner and choose restart

Customer:

I can restart when I click on the apple icon that gives me restart option

Michelle :

Choose restart

Customer:

ok, clicking

Michelle :

Okay, let me know if it restarts normally or back into the install

Customer:

samething happens back to the OS X utilities pane

Customer:

It gives me the same 3 options

Customer:

4 options sorry.

Customer:

Restore from time machine backup, reinstall OSX, get help online, and disk utility

Michelle : It sounds like your computer may have lost the operating system. Let's check first. Click on the apple logo again and choose startup disk
Michelle : you should see a picture of your hard drive.
Customer:

Ok, it shows MAC HD OS X10.8.5 icon

Michelle :

Choose Mac HD and then choose restart

Michelle :

Make sure the command or R key on your keyboard is not being pressed down

Customer:

same thing back to the same screen with the menu pane

Michelle :

Okay that means an error may have occurred while performing software updates, so now you will need to re-install your operating system

Michelle :

Normally you will loose any data, but anything is possible

Michelle :

NOT Loose data**

Michelle :

Sorry

Customer:

you mean OS X reinstall?

Michelle :

Yes, you will need to choose OSX reinstall and hit continue

Michelle :

It will then ask you to select Mac HD and then hit continue

Customer:

ok, did it. now what?

Michelle :

The installation process will take bout 45 mins so be sure to check back with me once it is done

Customer:

On here the same chat room?

Michelle :

Yup. You can bookmark this page or just leave it open

Customer:

it say 22hrs it will take.

Michelle :

It depends on your internet speed but that seems slow. It should give you a more accurate time in a few minutes

Customer:

ya, it was at 22 hrs and 30min but now it is at 22hrs and 13min.

Customer:

so I leave the mac on even if it goes to sleep? will it continue its download if it sleeping?

Michelle :

Yes it will. You can just tap the spacebar to wake it up

Customer:

why did this happen? I usually have no probem with my mac. Its always a PC I have a problem with.

Michelle :

Although Macs are very reliable systems, glitches do occur that are sometimes out of our hands. It may be related to their newest operating system that was just released. Since everything is done over the server and no longer via installation disks, glitches are more likely to happen

Customer:

wow..as long as I dont loss my stuff on my computer I can deal with something like this.

Michelle :

It does not sounds as if any data was lost, but we won't find out until the installation is complete

Michelle :

You did scan your hard drive via disk utility and it checked out OK so its not an issue that was related to your hard drive

Customer:

Ya, it said it was ok and showed green when it said it. So I get back with you when the install is complete right? Will I get you or a different person?

Michelle :

You will get me :) Its easier to bookmark out chat incase you close the page

Customer:

ok, that is what I will do. Thx

Michelle :

See you in 22 hours! :)

Michelle :

Hi Carlos,

Just checking in to see how the re-installation is going. Talk to you soon

Customer:

Hi Michelle, reinstallation went well. All my stuff was there and the system is work the way it is suppose to so far.

Michelle :

Im so glad to hear everything worked out. Make sure you run your software updates to catch you back up. Click on the apple logo in the upper left corner and choose software updates. Enjoy your computer again

Michelle
Michelle, Mac Technician
Category: Mac
Satisfied Customers: 982
Experience: Apple Computers and Mobile support with 12 years of exp.
Verified
Michelle and 87 other Mac Specialists are ready to help you
Ask your own question now
Was this answer helpful?
Ask Michelle Your Own Question
Michelle
Michelle
Michelle, Mac Technician
Category: Mac
Satisfied Customers: 982
982 Satisfied Customers
Experience: Apple Computers and Mobile support with 12 years of exp.

Michelle is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,555 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,394 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,994 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,507 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
I forgot me iPad password and they sent me a link by email
I forgot me iPad password ***** they sent me a link by email which does not come through. What should I do? … read more
Jon
Jon
Bachelors Degree
628 satisfied customers
My IPod has an old email address and I can't get rid of it
My IPod has an old email address and I can't get rid of it to add my new one … read more
Jon
Jon
Bachelors Degree
628 satisfied customers
I am trying to activate my ipad via ITunes, but I cannot get
I am trying to activate my ipad via ITunes, but I cannot get ITunes to recognize the device, it will also not recognize my iPhone 6 as well. I have uninstalled iTunes from my PC and reloaded it with n… read more
Josh
Josh
It Support Specialist
Associate Degree
5,149 satisfied customers
Nothing wrong with device but I'm stumped. trying to attach
Nothing wrong with device but I'm stumped. trying to attach my resume to online job application. I'm told to choose file (docs. pdf. etc) but when I click on resume file it says "pages' which is not a… read more
Jason Jones
Jason Jones
AAS Information Technology
6,322 satisfied customers
I have an iPhone that has an Apple ID account that is no
I have an iPhone that has an Apple ID account that is no longer active. the email address no longer exists. I don't know the password ***** the questions (one of my kids created it and they forgot the… read more
Cris
Cris
60 satisfied customers
Today my ipad locked.I told my previons owner's,she
Today my ipad locked.I told my previons owner's,she said:last yaer she changed iphone,no longer connect my ipad.How can I do? … read more
Josh
Josh
It Support Specialist
Associate Degree
5,149 satisfied customers
I cannot open my iPad by putting in my security code and I
I cannot open my iPad by putting in my security code and I cannot turn it off either … read more
Viet -MS Office Tech
Viet -MS Office Tech
Computer Technican
Bachelor\u0027s Degree
964 satisfied customers
I changed my password last year & I am still having
I changed my password ***** year & I am still having problems. I also received a new credit card & new number & my phone will. Not except the new card!' … read more
Josh
Josh
It Support Specialist
Associate Degree
5,149 satisfied customers
I've had this ipad for about 5 years and I've never been
I've had this ipad for about 5 years and I've never been asked for my address to o-en it and now I've forgotten it and cannot find it and of course I cannot access my device. … read more
Micky
Micky
Lead Systems Administrator
High School or GED
81 satisfied customers
I forgot my password. I need a new battery. I went to park
I forgot my password. I need a new battery. I went to Ross park Mall in Pgh,Pa and they said they needed the password ***** get into the phone.iPhone 6 … read more
Jon
Jon
Bachelors Degree
628 satisfied customers
I forgot my Apple ID password and I have a new number so I
I forgot my Apple ID password ***** I have a new number so I can't reset it … read more
Aparna Indresh
Aparna Indresh
Engineer
Electronics & communication engineering
96 satisfied customers
I have lost it on a farm. It is an iphone 6.not sure of the
It is an iphone 6.not sure of the operating system … read more
Jon
Jon
Bachelors Degree
628 satisfied customers
I'm online with someone claiming to be from tech support. I
I'm online with someone claiming to be from tech support. I have been instructed to purchase +$500 in Google play to eliminate a virus. Is this legitimate? … read more
Jason Jones
Jason Jones
AAS Information Technology
6,322 satisfied customers
We cat remember the mac password n username. About two years
We cat remember the mac password ***** username JA: When did you last change your password ***** Apple ID? Customer: About two years ago JA: Did you try resetting through Apple's online account reset … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,130 satisfied customers
I can't remember my apple password for my iPad. Can you help
I can't remember my apple password ***** my iPad. Can you help please? … read more
David
David
Mac Support Specialist
Bachelor's Degree
1,507 satisfied customers
I have an old email address that I can not remember the
I have an old email address that I can not remember the password ***** also have a new address added to it nut it keeps asking for the old password ***** don't remember the number from 2012 … read more
NOORUL AMEEN
NOORUL AMEEN
Degree in computer science
2 satisfied customers
Optus has requested that I ask you to reset my account. Can
Optus has requested that I ask you to reset my account. Can you help? … read more
Jon
Jon
Bachelors Degree
628 satisfied customers
Disabled. Says go to iTunes. How do I get to iTunes? I do
Disabled. Says go to iTunes. How do I get to iTunes? … read more
Viet -MS Office Tech
Viet -MS Office Tech
Computer Technican
Bachelor\u0027s Degree
964 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x