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I tried to install High Sierra. The file downloaded but did…

Customer Question
I tried to install...

I tried to install High Sierra. The file downloaded but did not install. Next thing when I started up the MacBook air it said some startup file is missing.

Technician's Assistant: What Operating System (OS) are you running on your MacBook Air?

Sierra

Technician's Assistant: How long has this been going on with your MacBook Air? What have you tried so far?

I tried the automatic online recovery but did not work. now I'm trying to startup from my hard drive but it says the disc is locked

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

I'm typing on another device which is not a mac must I get my mac connected?

Submitted: 7 months ago.Category: Mac
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1/2/2018
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,712
Experience: Training and Development at Scientifically Speaking
Verified

Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

What does your "About My Mac" say?

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Customer reply replied 7 months ago
I tried to download and upgrade my old MacBook air to the High Sierra upgrade. It downloaded but never installed. After I booted up again it said some installation file missing and since then I cant get into my mac. I'm typing from another tablet so I'm not on my tablet. I'm in recovery mode on my mac and can get the mac online if you need access
Customer reply replied 7 months ago
just paid lets ee how far that money can take me first
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Does the recovery mode say High Sierra?

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Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Then it installed. You may however need to reinstall it to get it working. Select the menu option "Reinstall macOS"

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Customer reply replied 7 months ago
I have selected that option before. it takes 20 minutes downloading something then it comes back saying it cant be installed on my mac.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Do you have a backup/ is it OK to wipe your computer?

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Customer reply replied 7 months ago
I guess if we have then we must do it. Can we roll it back to the sierra software
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Not in its current state.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Use disk utility to wipe the drive and then run the reinstall again.

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Customer reply replied 7 months ago
I'm in disk utility but cant see the wipe option the erase option is greyd out and cant be selected
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

This should help.

LINK

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Customer reply replied 7 months ago
can I creat a backup from disk utility?
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

If you have a second drive to copy it to.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

It will have to be as big as your computer as it will be a one for one clone.

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Customer reply replied 7 months ago
I do I plugged in a 500gig external but it says uninitialised
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Is there anything on it?

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Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

If so it will have to be wipes as well

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Customer reply replied 7 months ago
no
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Go ahead and initialize it.

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Customer reply replied 7 months ago
how do I initialise the external so it works on a mac
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

The same way you erase the other drive.

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