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Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 38513
Experience:  IT Engineer for over 15 years
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My MacBook will load to the user log in screen, after I type

Customer Question

Hello my MacBook will load to the user log in screen, after I type my password ***** begins to load till half way then it freezes
JA: Just to clarify, how old is your MacBook and what operating system are you running?
Customer: I've had it for about 3 months and I'm not sure what operating system
JA: Have you installed any updates recently?
Customer: It wanted to update last night so I set it to update later, so I'm assuming it did update
JA: What troubleshooting have you tried?
Customer: Restart, command-R, disk utility, first aid
JA: Anything else you want the Mac expert to know before I connect you?
Customer: No
Submitted: 11 months ago.
Category: Mac
Expert:  Richard replied 11 months ago.

Hi there and welcome

Can you do the following please

  1. Shut down your Mac.
  2. Find Command (⌘), Option, P, and R on your keyboard.
  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.

Then tell me if it now starts correctly.

Customer: replied 11 months ago.
It still gets almost 3/4 thru the log in process after I enter my password ***** it freezes again
Expert:  Richard replied 11 months ago.


When you did the first aid, did you do a repair disk?

Did it complete?

Customer: replied 11 months ago.
it did complete
Expert:  Richard replied 11 months ago.


Power it off.

Then power it on with SHIFT held down and and press and hold the Shift key while it boots. You can stop holding the Shift key when you see an Apple logo and progress bar

Then tell me if you can sign in please.

Customer: replied 11 months ago.
Actually I'm not sure if it repaired the disk, it only said it successfully did first aid
Expert:  Richard replied 11 months ago.


The hard disk has crashed, this is the issue. You see that is has 0K available, it is not even mounting.

I am really sorry about this and you are going to have to return the Mac to have it 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 by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated. Thank you
Expert:  Richard replied 11 months ago.


Expert:  Richard replied 11 months ago.

Was there anything else?