How JustAnswer Works:

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

Ask Ashik Your Own Question

Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 9939
Experience:  Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
16433418
Type Your Mac Question Here...
Ashik is online now

I tried to update apps on my MacBook and it restarted but the

Customer Question

I tried to update apps on my MacBook and it restarted but the bar under the apple logo only went a third lit then stopped. Somehow (may have done something with start mode) I have screen with logos at the bottom of the screen but safari and mail won't open. The commenter wants to use the login keychain but I can't remember the password. Can you help?
Submitted: 1 year ago.
Category: Mac
Expert:  Ashik replied 1 year ago.
Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question. I believe it is not a keychain issue. Keychain doesn't mess with Safari or Mail. It is probably the update that has crashed the OS X. However try entering your keychain password. Keychain password ***** ***** as the login password ***** admin password (the password ***** use to install apps or updates). If that is not working, then I want you to reinstall the OS X by booting into OS X recovery. Reinstalling OS X won't delete any of your files. It will just replace the corrupted system files with new one and that should fix the problem. Restart your Mac and immediately hold down Command and R keys at same time for 20 seconds and this will boot your Mac to the Mac OS X Utilities screen. From there, click Reinstall Mac OS X. Then follow the instructions to reinstall your Mac OS X. Note : Your Mac has to be connected to internet to reinstall the OS X. Please let me know if that didn't work, so we can continue troubleshooting.
Expert:  Ashik replied 1 year ago.
The charge is $48 I believe and you only have to pay if you are 100% satisfied or if I solved your problem. You can ask as many as follow up questions (re this issue) If you are not satisfied, you will not be charged and you will get full refund. Phone call is additional $20. It is only optional. You can communicate with me through your iPad without any additional payment.
Customer: replied 1 year ago.
It's not oing much. It's not hitting down and the screen is flashing
Customer: replied 1 year ago.
I've already paid £35 !!
Customer: replied 1 year ago.
The coloured wheel is going round i.e. No cursor
Expert:  Ashik replied 1 year ago.
It is a safety deposit which is fully refundable if you are not satisfied. No worries. Turn off your Mac completely by holding down the Power button for 10 seconds. Then turn it back on and immediately hold down Command and R keys at the same time for 20 seconds and does it boot into OS X Utilities screen ? If not, restart and immediately hold down Option key on your keyboard for 10 seconds and this will boot into Startup manager screen. Do you see Recovery HD there ?
Customer: replied 1 year ago.
Yes OS X Utilities
Expert:  Ashik replied 1 year ago.
Great ! You are on right track. First click on Disk Utility there. In Disk Utility, select your hard disk in left column (Macintosh HD), then Repair Permission. After that click Verify Disk and if asked to repair, click Repair Disk. Then restart your Mac. Is it still showing spinning wheel ?
Customer: replied 1 year ago.
Can't click Macintosh had as it's greyed
Expert:  Ashik replied 1 year ago.
What about the first one in the list ?
Customer: replied 1 year ago.
Take that back . I've clicked it
Expert:  Ashik replied 1 year ago.
Repair Permission. Then Repair Disk after Verifying Disk
Customer: replied 1 year ago.
No Repair Permission showing!
Expert:  Ashik replied 1 year ago.
It is under First Aid tab on right. If you don't see Repair Permission, then click Verify Disk. If asked to Repair, click Repair Disk. It might take a few minutes to do the repairs. So let it complete. Once it is completed, let me know before restarting it.
Customer: replied 1 year ago.
At the top it's got First Aid, Partition, Erase, Mount and Info. Only Erase and Info can be clicked on
Expert:  Ashik replied 1 year ago.
Click First Aid tab. Don't you see Repair Disk or Verify Disk button there ?
Customer: replied 1 year ago.
Can't click first aid. It's greyed in
Customer: replied 1 year ago.
Knew it wouldn't be simple !!
Expert:  Ashik replied 1 year ago.
It is simple. You can do it. We just need to run some repairs. Close Disk Utility. Now click on Utilities menu at the top bar and select Terminal. Let me know after opening Terminal
Customer: replied 1 year ago.
Shall I photo the screen and send i
Expert:  Ashik replied 1 year ago.
No needed yet. I will walk you through the steps here. Close Disk Utility. Now click on Utilities menu at the top bar and select Terminal. Let me know after opening Terminal Type (without space) : resetpasswordPress return. Select the hard disk, select the user account, confirm the user account and then change password. Then click Save. Let me know once you did that
Customer: replied 1 year ago.
Right the O X Utilities choices are Restore from Time Machine Backup, Reinstall OS X, Get Help Online
Expert:  Ashik replied 1 year ago.
Now click on Utilities menu at the top bar (top of the screen) and select Terminal. In Terminal type the following command without space resetpassword ***** return. This will bring Reset password ***** Select the hard disk at top (Macintosh HD), select your user account from the drop down menu under select user and then enter your new password (this is the password ***** are going to use with keychain and for all purposes, so note it down). Then click Save. Let me know once you did that
Customer: replied 1 year ago.
Got the screen. Says at top Select volume containing the user account. Need to type anything in there??
Expert:  Ashik replied 1 year ago.
No just select Macintosh HD there. Then your user account will appear under the select user account dropdown. Select your user account. Enter a new password ***** click Save. Let me knoow
Customer: replied 1 year ago.
I can't . There's nothing in the box!
Expert:  Ashik replied 1 year ago.
Do you have File Vault enabled on your Mac ?
Customer: replied 1 year ago.
Not that I'm aware of. Never heard of it. Getting more complicated by the minute!! Wonder what I did wrong in the first place
Expert:  Ashik replied 1 year ago.
File Vault is a high level encryption that protect your files from unauthorized access. What happened is, that update you did has crashed the OS X system files. It is common with computers. Sometimes they just fail to install without any reason. Close the reset password ***** Then close Terminal. Click Reinstall Mac OS X from the window. Follow the onscreen instructions to reinstall. Let me know how if you get stuck at any screen.
Customer: replied 1 year ago.
Doing it !
Expert:  Ashik replied 1 year ago.
Let me know how it goes. I hope your files are not corrupted.
Customer: replied 1 year ago.
Signing into App Store !!
Expert:  Ashik replied 1 year ago.
Ok
Customer: replied 1 year ago.
Downloading components........very slowly
Expert:  Ashik replied 1 year ago.
Yes, this is going to take a while (a few hours) and the time will depend on the speed of your internet connection.

What Customers are Saying:

 
 
 
  • 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 Customer
< Previous | Next >
  • 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 Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • 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!!!! Alex
  • 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. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Mike the Mac Medic

    Mike the Mac Medic

    Mac Support Specialist

    Satisfied Customers:

    5630
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike the Mac Medic's Avatar

    Mike the Mac Medic

    Mac Support Specialist

    Satisfied Customers:

    5630
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Mac Support Specialist

    Satisfied Customers:

    1709
    Over 1.5 year experience working as a Tech Support Agent for Apple iPods and iTunes for US customers.
  • http://ww2.justanswer.com/uploads/Claws224/2009-07-07_063935_Dork_Portrait.JPG Claws224's Avatar

    Claws224

    IEEE Datacommunication Engineer

    Satisfied Customers:

    965
    IEEE, Microsoft
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Specialist

    Satisfied Customers:

    916
    BSc H.Dip Apple Certified Professional
  • http://ww2.justanswer.com/uploads/RI/rickster38/2012-4-2_222958_ComputerMan.64x64.JPG Mac Tech's Avatar

    Mac Tech

    Apple Specialist

    Satisfied Customers:

    884
    7 + Years Supporting Apple Products
  • http://ww2.justanswer.com/uploads/DWCdesignTB/2009-10-27_050610_ProfilePic3.jpg Travis's Avatar

    Travis

    Mac-Trained Product Designer

    Satisfied Customers:

    757
    19+ Years of Mac Experience, BSA in Design and 6 Years of Mac Training from University of Cincinnati
  • http://ww2.justanswer.com/uploads/RO/robgranholm/2011-1-14_191048_headshot.64x64.jpg robgranholm's Avatar

    robgranholm

    Mac Genius

    Satisfied Customers:

    687
    2 Years at Apple, Current IT Administrator and Small Business Owner. Loves to help.