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Richard
Richard, Mac Genius
Category: Mac
Satisfied Customers: 37598
Experience:  Apple Computers Specialist
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Intel - Mac, Cursor froze on screen. Had to power off at mains.

Resolved Question:

Intel - Mac, Cursor froze on screen. Had to power off at mains. On switching on, the front light turns on and the gong sound OK, but nothing happens and the screen remains blank there after.
Submitted: 3 years ago.
Category: Mac
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Do you have an additional monitor there Alan that we can use to connect to the iMac?

Customer: replied 3 years ago.

I have a Macbook, which i am using to communicate this problem. This uses the same mail address as the i-mac and is open for communication now.

Expert:  Richard replied 3 years ago.
Thanks Alan, but I need to know please.

Do you have an additional monitor there Alan that we can use to connect to the iMac?
Customer: replied 3 years ago.

I have replied and await your diagnosis of my problem

Expert:  Richard replied 3 years ago.
Alan, you have not answered the question, a Mac Book Pro is not a monitor.

Again, Do you have an additional monitor there Alan that we can use to connect to the iMac?

Please carefully read my questions and respond to it.

Customer: replied 3 years ago.

I do not have an additional monitor

Expert:  Richard replied 3 years ago.
Thank you

I want to check if the backlight has failed on the iMac

While it is on, shine a flashlight on the screen.

Tell me if you faintly see the picture please.

Customer: replied 3 years ago.

I have powered up the i-mac and cannot see any pictures using the flashlight.

Expert:  Richard replied 3 years ago.
Thanks

turn off the computer

Hold the Command (⌘) and R keys and turn it on with these held down.

Does anything now appear Alan?

Customer: replied 3 years ago.

I have turned they-mac on with the keys you suggested held down . The front light came on and the gong sounded but no further response. The screen is bland and the front light has now extinguished.

Expert:  Richard replied 3 years ago.
Thanks, ***** ***** the problem Alan

It is the internal mainboard that has faulted.

We have ruled out a corrupted operating system, a faulty backlight on the monitor and residual power, which confirms this as the problem.

I am really sorry about this and you are going to have to return the iMac to have the mainboard 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, that would be greatly appreciated.

Thank you
Richard and other Mac Specialists are ready to help you