Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Mac

Can't open my Mac air. When I power up I get the screen with

Customer Question
Can't open my Mac air...
Can't open my Mac air. When I power up I get the gray screen with my profile. When I click on it it asks for my password ***** here's wherewithal gets ugly:I had shut down because when I typed "a" it came up "q", and for "m" I got a comma. NOW because my password ***** with "M" in caps I can't enter it because it looks like I've entered ",yahches" instead of "Myches". I need the capital "m" to get in.
Submitted: 1 year ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 2 minutes by:
1/18/2016
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago
Dustin
Dustin, Mac Support Specialist
Category: Mac
Satisfied Customers: 13,543
Experience: Over a decade putting the missing byte back into Apple. Also worked in The US Army as A Network Switching Systems Operator/Controller
Verified

Welcome to Justanswer.com, my name is ***** ***** I will do my best to assist you.

This is a tough issue, but we should be able to make some progress with it. lets start with a pram reset.

Shut down your Mac.
Locate the following keys on the keyboard: Option, Command (⌘), P, and R. You will need to hold these keys down simultaneously in step 4.
Turn on your Mac.
Immediately press and hold the Option-Command-P-R keys. You must press this key combination before the gray screen appears.

Continue holding the keys down until your Mac restarts, and you hear the startup sound for the second time.
Release the keys.

Once it tries to start up, try to type in your password ***** see if it works.. Will it work now?

If not, send a reply and let me know and we will continue working this issue together.

I strive to provide great service, and greatly appreciate a rating of excellent ( 5 stars ) selected and submitted below this answer or at the top right of the screen. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Ask Your Own Mac Question
Customer reply replied 1 year ago
Didn't work. Still rejects password
Customer reply replied 1 year ago
Now what?
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Hmm..

Lets try to ascertain if the startup keys are working correctly at all.

try holding down command and R as soon as you press power.. Does this take you to the recovery menu?

Ask Your Own Mac Question
Customer reply replied 1 year ago
Recovery menu I checked reinstall os. It's allowed it to open but same problem a still gives q and m gives , (comma), "w" = "z"
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

What we should be able to do to fix this issue then, is on the recovery menu.

At the top where you see the apple symbol and utilities, go System Preferences > Language and Text and set it to English.

Also make sure that the region is set to US, and that should fix the keyboard issue. And allow you to login

let me know if this helps or not~

I strive to provide great service, and greatly appreciate a rating of excellent ( 5 stars ) selected and submitted below this answer or at the top right of the screen. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Ask Your Own Mac Question
Customer reply replied 1 year ago
Done as you suggest. No difference
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Were you able to find the language section?

Were you able to set the language and keyboard layout to english, us standard?

Ask Your Own Mac Question
Customer reply replied 1 year ago
all set as you suggest - still no change
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Hmmm.. Well we have the software set right.. This could be a fault in your firmware or an actual hardware failure in the keyboard itself.

Do you have a plain corded usb keyboard we could test with, such as this one? http://amzn.to/1PC4uDx

If you dont have one, it might be a good idea to order one.. Since we have the software settings correct, it really only leaves a faulted keyboard.. But before we consider replacing the built in keyboard which is a bit more expensive.. It would be a good idea to test with a USB keyboard first~

I strive to provide great service, and greatly appreciate a rating of excellent ( 5 stars ) selected and submitted below this answer or at the top right of the screen. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Ask Your Own Mac Question
Customer reply replied 1 year ago
Just tried my corded Mac USB keyboard. No improvement.
Customer reply replied 1 year ago
I've just tried ,y corded USB keyboard zith no i,prove,went; qs you can see:
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Question..

The way you just typed.. Are you typing from the problem macbook air currently? Were you able to sign into your user account?

Ask Your Own Mac Question
Customer reply replied 1 year ago
typed on the problem Mac air (typed this on my iPad mini
Customer reply replied 1 year ago
got into my user Acct - no change
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Ok.. If you can sign in with the problem mac air into your user account.

Then.. Lets try to go back to the recovery screen and start the osx reinstall..

( you may need to open a text document first and type each key on your keyboard so you can figure out the exact correlation between what keys your pressing and whats actually being typed )

If we can get your password ***** then we shoudl be able to start the recovery, which may fix the issue.

If not, we may have to update your EFI and SMC firmware.

https://support.apple.com/en-us/HT201518

Also.. It would be worthwhile to try creating a new admin user account to test with.. See if the problem persists in the new user account~

D.S

Ask Your Own Mac Question
Customer reply replied 1 year ago
How do I get back to the "recovery scre. n"?
Customer reply replied 1 year ago
Recovery screen. (Typing this on my mini
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

To get to the recovery screen.

You hold down command and R when you very first press power to turn on the computer.

T hen you click the recovery drive, then you click utilities, then you click disk utility, then click permissions repair.

Then, once that completes, go back to the recovery screen and then click reinstall mac osx.. ( do not choose erase and install )

Ask Your Own Mac Question
Customer reply replied 1 year ago
Do I shut down?
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

To get to the recovery screen, yes.. You have to shut down first. Then~

You hold down command and R when you very first press power to turn on the computer.

T hen you click the recovery drive, then you click utilities, then you click disk utility, then click permissions repair.

Then, once that completes, go back to the recovery screen and then click reinstall mac osx.. ( do not choose erase and install )

Ask Your Own Mac Question
Customer reply replied 1 year ago
Disc Repair not an optIon in Disk Utility screen so no permissions repair
Wen t to OS X Base em That set it appears. OK
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Im sorry.. I didnt understand the last sentence you wrote.

Can you expand on that and clarify? Thank you.

Ask Your Own Mac Question
Customer reply replied 1 year ago
I went t o "disc Ut iility" and checked "OX S Base Sys tem. Report says that base stem appears. To beOK. Sez "Verify Disk" Says press "Repair D,Isco Permissioons" but that box is gray and does nothing.
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Ok..

Now lets shut the mac down, start it again and press command r

This time choose reinstall osx.

let me know what happens~

Ask Your Own Mac Question
Customer reply replied 1 year ago
Goes t
O gray screen w/my profile and asks for password.This is square one Dustin
Customer reply replied 1 year ago
Doesn't offer a Reinstall. OSX As a choice
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Werent we just in the recovery menu though?

How else did you get to the disk utilities and terminals? I had suggest to hold down command R and then you spoke as if you were in that section.

Before, you even said you made it to reinstall osx, but couldnt type the password ***** correctly.

Maybe you need to try again. Shut down, press power, and immediately press and hold the command and R keys.

Does that take you to a choice where you can choose startup or recovery? or take you directly into the recovery menu?

Ask Your Own Mac Question
Customer reply replied 1 year ago
I get a gray page w/progress bar OK Now I've got OX S Utilities which offers Disc. Utility whis Offers Macento HD. Or. Disc 1 which offers "OS X Base System
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Youre reply dated at this time..

Recovery menu I checked reinstall os. It's allowed it to open but same problem a still gives q and m gives , (comma), "w" = "z"

18 Jan 2016, 5:04 PM

So we can get to the recovery menu, as you have before~

So lets keep trying to fully shut down, and start press command and R and see if you can load into the recovery drive again.

D.S

Ask Your Own Mac Question
Customer reply replied 1 year ago
I've gotten to OS X Base System.says Verify Disc. I press "Varify" and get "This volume of OS X Base System appears to be OK. There is a box on same screen that says "Repair Disc Permissions" but nothing happens when I press it.
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago
Ask Your Own Mac Question
Customer reply replied 1 year ago
I can't get to my browser to enter that screen
Customer reply replied 1 year ago
That screen address
Customer reply replied 1 year ago
Did you get my response to this, Dustin? I got to this page twice and struck out each time. The thread of how I've been bludgeoned by that page is included in gory detail above.
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Unfortunately.. Your reply at 8:13 pm is the first ive seen since I sent you a message at 733.

I hate to ask you to explain it again. But if you made it to the recovery page twice.

What exactly happened when you clicked reinstall osx ?

Ask Your Own Mac Question
Customer reply replied 1 year ago
I'm at downloading OS X Yosemite. About 55 minutes remaining. I'm considering killing myself, Dustin.
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

With as much as macs cost, youd expect them to fix themselves right?

Ask Your Own Mac Question
Customer reply replied 1 year ago
Because of battery issues I've switched from the MacBook to iPhone to iPad Mini. I'm a friggin' Apple Poster Child. Even so I feel lie Aretha Franklin "I get no respect" WTF..
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

I hear that~ Keep me posted onthe status of the yosemite install~

Ask Your Own Mac Question
Customer reply replied 1 year ago
OS X about 10 minutes to go. I wish I was. More confident it'll be restored to former way to type "a" I'll get an "a". Watch this space...
Customer reply replied 1 year ago
It opened to the gray page with my profile and request for password: rejected. Square1 after, what? 5 hours?
Mac Support Specialist: Dustin, Mac Support Specialist replied 1 year ago

Question..

How were you able to enter the password ***** and sign into your account?

Ask Your Own Mac Question
Ask Dustin Your Own Question
Dustin
Dustin
Dustin, Mac Support Specialist
Category: Mac
Satisfied Customers: 13,543
13,543 Satisfied Customers
Experience: Over a decade putting the missing byte back into Apple. Also worked in The US Army as A Network Switching Systems Operator/Controller

Dustin 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

8,552 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

2,370 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,979 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,468 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
How to retrieve the announcement of the caller on an iPhone
How to retrieve the announcement of the caller on an iPhone - it just stopped about 2 months ago. … read more
Ashik
Ashik
Master\u0027s Degree
5,097 satisfied customers
IPHONE IS DISABLED, CONNECT TO ITUNES. IPHONE 6 PLUS. Just
just today, tried connecting to itunes, message says itunes could not connect the value is missing … read more
Damian Costa
Damian Costa
Owner
Computer Network System Engineer
37 satisfied customers
Iphone disabled wont connect to itunes. Iphone 7 almost a
iphone disabled wont connect to itunes JA: What's the make/model of your device? How old is it? Customer: iphone 7 almost a year old JA: How long has this been going on? What troubleshooting have you … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,208 satisfied customers
My iPhone froze with text message on top of screen, iphone i
my iPhone froze with text message on top of screen … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
952 satisfied customers
My iphone is not responding and says no service? It is an
my ohone said something about rest my settings. It has not been working for about thirty minutes … read more
Kris R
Kris R
IT Manager
Computing
2,263 satisfied customers
Its has an activation lock. IPhone 6s. My iPhone was stolen
my iPhone was stolen when I got it back it was locked and I cant figure out my password … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,979 satisfied customers
It will not hold a charge. IPhone iPhone 7. About a year
About a year ago. Ihavetriedturning it off and deleting old emails, etc. … read more
Josh
Josh
It Support Specialist
Associate Degree
5,125 satisfied customers
Not paying to fix is iPhone. Message reads...iPhone
not paying to fix is iPhone. Message reads...iPhone disabled...connect to iTunes. How if it is disabled? … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
488 satisfied customers
My husband and I both have iPhones. Mine an iPhone 6s, his
My husband and I both have iPhones. Mine an iPhone 6s, his an iPhone 5s. He did an update the other day, and it asked for the Apple ID. We gave the Apple ID from my iCloud and oh boy! We've been synch… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,208 satisfied customers
Apple iPhone 6s screen issue The screen of my iPhone 6s
Apple iPhone 6s screen issueThe screen of my iPhone 6s became black suddenly, but when it is connected to a computer, it seems working.I tried factory resetting procedure, but it didn't work.What shou… read more
Ashik
Ashik
Master\u0027s Degree
5,097 satisfied customers
I backed up my iphone using iTunes on my iphone. I then
I backed up my iphone using iTunes on my iphone. I then tried, perhaps before the backup was completed, to upgrade my iphone software to ios 11.0.2. … read more
Ashik
Ashik
Master\u0027s Degree
5,097 satisfied customers
All of a sudden it is frozen. iPhone 6S. IPhone 6S about 2
15 min ago I just used it to text and 10 min later it was all black and appeared dead. Nothing works. I put the charger on, nothing. … read more
Josh
Josh
It Support Specialist
Associate Degree
5,125 satisfied customers
Trying to download photos from iphone to computer. Iphone 7.
Im not real good at this but my iphone shows update apple and iphone backup needed … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
488 satisfied customers
I bought a new iphone 7plus and cant transfer from my iphone
i bought a new iphone 7plus and cant transfer from my iphone 5. th enew phone has me sign into icloud and then asks for a code which i give it and then asks to approve from other device which i do and… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,208 satisfied customers
My iPhone is disabled and I can't use it. IPhone 7 I have
iPhone 7 I have had it for one year. I was trying to load new operating system and didn't know my Apple ID password ***** I have one but I tried to many times so I am locked out. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,208 satisfied customers
My Iphone will not open for use. IPHONE 6 LESS THAN 6MONTH
Hi my name is***** and my Iphone will not open for use … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
952 satisfied customers
I have iPhone 5 that says iPhone is disabled connect to
i have iPhone 5 that says iPhone is disabled connect to itunes but whne try to connect it show me this mesg "iTunes could not connect to this iPhone. The value is missing." … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,109 satisfied customers
Itunes cannot connect to iphone the value is missing, iphone
itunes cannot connect to iphone the value is missing … read more
JJesus Perez Gonzale
JJesus Perez Gonzale
Bachelors of Science, Computer Engineering
37 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