Re: Serious problem

2019-08-15 Thread Patricia Scott
Hi, Neil,

I have now tried the diagnostics test as you suggested, but sadly, that also 
had no effect. (My ‘puter is a late 2013 Mac Pro.)

I do appreciate your time and effort to help, and  I thank you very much.

Cheers,
Pat




> On 15 Aug 2019, at 6:26 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> OK maybe I hadn’t explained the hardware test/diagnostics properly - the 
> Apple and the  progress bar should not come into it.
>  
> The first step is to switch the computer completely OFF – preferably using 
> the power button or, if all else fails, by turning off at the power socket.
>  
> Then, following the instructions on the relevant Apple support articles, the 
> hardware test/diagnostics is invoked BEFORE the computer can get to the Apple 
> and the  progress bar stage.
>  
> However, I guess I am probably more comfortable with all this – so I quite 
> understand that you may be more comfortable just leaving it to an expert like 
> Daniel.
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 15:47
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> The simple constraint is that the only items showing on the monitor are the 
> Apple and the  progress bar — absolutely nothing to click or see. At least, 
> it is rigorously protecting the computer.
>  
> I just now have written to Daniel.
>  
> Again, thanks — WAMUG rocks!
>  
> Cheers,
> Pat
> 
> On 15 Aug 2019, at 3:12 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> When you say “it didn’t work” are you saying that following the instructions 
> for the hardware test/diagnostics failed to initiate the hardware tests (ie 
> the hardware tests did not run) – or are you saying that they ran OK but did 
> not indicate any problem?
>  
> You may be right when you say the problem is the botched changes to the 
> security panel – but in that case I would expect that, while the problem 
> might prevent the computer from booting up, the hardware test should run OK.
>  
> If the hardware test does not even run I would have thought it suggests other 
> problems.
>  
> But maybe you do need someone with more experience to look at it – maybe try 
> Daniel?
>  
>  
> Just my thoughts.
>  
> Please let us know how it all turns out.
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 13:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> Thank you for this information, it’s a good thing to know. I tried it, but it 
> didn’t work, at least for this kind of situation. I am pretty sure that the 
> problem is the botched changes to the security panel: it has locked down the 
> whole computer and will need the attention of a trained person.
>  
> Thanks,again,
>  
> Pat
>  
> 
> On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> If it was me, I would first try and ascertain whether it was a hardware 
> problem or just the OSX installation which had got messed up.
>  
> I am assuming that you don’t have a bootable clone of the Mac that predates 
> your problem? If you did you could just try booting up from the clone and if 
> it was just  the OSX installation which had got messed up then the Mac should 
> boot up OK from the clone.
>  
> If that was the case you could just clone the clone back to the main HD and, 
> in effect, rewind your system to the pre-problem status.
>  
>  
>  
> However, assuming you don’t have that option then the fact that the screen 
> gets as far as the white Apple shows that the hardware is working on some 
> level - but does not rule out hardware problems. Apple computers include 
> high-level hardware test/diagnostics routines which you can run BEFORE the 
> computer tries to load up the OS.
>  
> Depending on the age of your Mac this may be called Apple Hardware Test (for 
> pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
> June 2013). The basic procedure is the same in both cases - disconnect 
> external device, shut down the Mac and then switch on and hold down the D key.
>  
> You should first read the Apple support articles here:
>  
> How to use Apple Hardware Test on your Mac  
> https://support.apple.com/en-au/HT201257
> How to use Apple Diagnostics on your Mac  
> https://support.apple.com/en-au/HT202731
>  
> Be aware that the tests can take some time to complete – so don’t worry if it 
> seems “stuck” for a while.
>  
> If the Mac passes this test, you should probably look at reinstalling the 
> system – but the best approach will depend on what sort of backups/clones you 
> have.
>  
> Hopefully, this should give you a much clearer picture of just where your 
> problem lies.
>  
>  
> HTH
>  

Re: Serious problem

2019-08-15 Thread Neil Houghton
Hi Pat,

 

OK maybe I hadn’t explained the hardware test/diagnostics properly - the Apple 
and the  progress bar should not come into it.

 

The first step is to switch the computer completely OFF – preferably using the 
power button or, if all else fails, by turning off at the power socket.

 

Then, following the instructions on the relevant Apple support articles, the 
hardware test/diagnostics is invoked BEFORE the computer can get to the Apple 
and the  progress bar stage.

 

However, I guess I am probably more comfortable with all this – so I quite 
understand that you may be more comfortable just leaving it to an expert like 
Daniel.

 

Cheers

 

 

Neil

-- 

Neil R. Houghton

Albany, Western Australia

Tel: +61 8 9841 6063

Email: n...@possumology.com

 

 

From:  on behalf of Patricia 
Scott 
Reply-To: WAMUG 
Date: Thursday, 15 August 2019 at 15:47
To: WAMUG 
Subject: Re: Serious problem

 

Hi, Neil,

 

The simple constraint is that the only items showing on the monitor are the 
Apple and the  progress bar — absolutely nothing to click or see. At least, it 
is rigorously protecting the computer.

 

I just now have written to Daniel.

 

Again, thanks — WAMUG rocks!

 

Cheers,

Pat


On 15 Aug 2019, at 3:12 pm, Neil Houghton  wrote:

Hi Pat,

 

When you say “it didn’t work” are you saying that following the instructions 
for the hardware test/diagnostics failed to initiate the hardware tests (ie the 
hardware tests did not run) – or are you saying that they ran OK but did not 
indicate any problem?

 

You may be right when you say the problem is the botched changes to the 
security panel – but in that case I would expect that, while the problem might 
prevent the computer from booting up, the hardware test should run OK.

 

If the hardware test does not even run I would have thought it suggests other 
problems.

 

But maybe you do need someone with more experience to look at it – maybe try 
Daniel?

 

 

Just my thoughts.

 

Please let us know how it all turns out.

 

 

Cheers

 

 

Neil

-- 

Neil R. Houghton

Albany, Western Australia

Tel: +61 8 9841 6063

Email: n...@possumology.com

 

 

From:  on behalf of Patricia 
Scott 
Reply-To: WAMUG 
Date: Thursday, 15 August 2019 at 13:58
To: WAMUG 
Subject: Re: Serious problem

 

Hi, Neil,

 

Thank you for this information, it’s a good thing to know. I tried it, but it 
didn’t work, at least for this kind of situation. I am pretty sure that the 
problem is the botched changes to the security panel: it has locked down the 
whole computer and will need the attention of a trained person.

 

Thanks,again,

 

Pat

 


On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:

Hi Pat,

 

If it was me, I would first try and ascertain whether it was a hardware problem 
or just the OSX installation which had got messed up.

 

I am assuming that you don’t have a bootable clone of the Mac that predates 
your problem? If you did you could just try booting up from the clone and if it 
was just  the OSX installation which had got messed up then the Mac should boot 
up OK from the clone.

 

If that was the case you could just clone the clone back to the main HD and, in 
effect, rewind your system to the pre-problem status.

 

 

 

However, assuming you don’t have that option then the fact that the screen gets 
as far as the white Apple shows that the hardware is working on some level - 
but does not rule out hardware problems. Apple computers include high-level 
hardware test/diagnostics routines which you can run BEFORE the computer tries 
to load up the OS.

 

Depending on the age of your Mac this may be called Apple Hardware Test (for 
pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
June 2013). The basic procedure is the same in both cases - disconnect external 
device, shut down the Mac and then switch on and hold down the D key.

 

You should first read the Apple support articles here:

 

How to use Apple Hardware Test on your Mac  
https://support.apple.com/en-au/HT201257

How to use Apple Diagnostics on your Mac  
https://support.apple.com/en-au/HT202731

 

Be aware that the tests can take some time to complete – so don’t worry if it 
seems “stuck” for a while.

 

If the Mac passes this test, you should probably look at reinstalling the 
system – but the best approach will depend on what sort of backups/clones you 
have.

 

Hopefully, this should give you a much clearer picture of just where your 
problem lies.

 

 

HTH

 

 

Cheers

 

 

Neil

-- 

Neil R. Houghton

Albany, Western Australia

Tel: +61 8 9841 6063

Email: n...@possumology.com

 

 

From:  on behalf of Patricia 
Scott 
Reply-To: WAMUG 
Date: Thursday, 15 August 2019 at 09:58
To: WAMUG 
Subject: Re: Serious problem

 

Hi,Ronni,

 

Thank you very much for the information. Unfortunately, it didn’t work. The 
same black screen with just a white Apple is all that is visible.

 

I read all the rest of the support information, and I 

Re: Serious problem

2019-08-15 Thread Patricia Scott
Hi, Neil,

The simple constraint is that the only items showing on the monitor are the 
Apple and the  progress bar — absolutely nothing to click or see. At least, it 
is rigorously protecting the computer.

I just now have written to Daniel.

Again, thanks — WAMUG rocks!

Cheers,
Pat

> On 15 Aug 2019, at 3:12 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> When you say “it didn’t work” are you saying that following the instructions 
> for the hardware test/diagnostics failed to initiate the hardware tests (ie 
> the hardware tests did not run) – or are you saying that they ran OK but did 
> not indicate any problem?
>  
> You may be right when you say the problem is the botched changes to the 
> security panel – but in that case I would expect that, while the problem 
> might prevent the computer from booting up, the hardware test should run OK.
>  
> If the hardware test does not even run I would have thought it suggests other 
> problems.
>  
> But maybe you do need someone with more experience to look at it – maybe try 
> Daniel?
>  
>  
> Just my thoughts.
>  
> Please let us know how it all turns out.
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 13:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> Thank you for this information, it’s a good thing to know. I tried it, but it 
> didn’t work, at least for this kind of situation. I am pretty sure that the 
> problem is the botched changes to the security panel: it has locked down the 
> whole computer and will need the attention of a trained person.
>  
> Thanks,again,
>  
> Pat
>  
> 
> On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> If it was me, I would first try and ascertain whether it was a hardware 
> problem or just the OSX installation which had got messed up.
>  
> I am assuming that you don’t have a bootable clone of the Mac that predates 
> your problem? If you did you could just try booting up from the clone and if 
> it was just  the OSX installation which had got messed up then the Mac should 
> boot up OK from the clone.
>  
> If that was the case you could just clone the clone back to the main HD and, 
> in effect, rewind your system to the pre-problem status.
>  
>  
>  
> However, assuming you don’t have that option then the fact that the screen 
> gets as far as the white Apple shows that the hardware is working on some 
> level - but does not rule out hardware problems. Apple computers include 
> high-level hardware test/diagnostics routines which you can run BEFORE the 
> computer tries to load up the OS.
>  
> Depending on the age of your Mac this may be called Apple Hardware Test (for 
> pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
> June 2013). The basic procedure is the same in both cases - disconnect 
> external device, shut down the Mac and then switch on and hold down the D key.
>  
> You should first read the Apple support articles here:
>  
> How to use Apple Hardware Test on your Mac  
> https://support.apple.com/en-au/HT201257
> How to use Apple Diagnostics on your Mac  
> https://support.apple.com/en-au/HT202731
>  
> Be aware that the tests can take some time to complete – so don’t worry if it 
> seems “stuck” for a while.
>  
> If the Mac passes this test, you should probably look at reinstalling the 
> system – but the best approach will depend on what sort of backups/clones you 
> have.
>  
> Hopefully, this should give you a much clearer picture of just where your 
> problem lies.
>  
>  
> HTH
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 09:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi,Ronni,
>  
> Thank you very much for the information. Unfortunately, it didn’t work. The 
> same black screen with just a white Apple is all that is visible.
>  
> I read all the rest of the support information, and I think the only option 
> is to take it in to a repair shop and hope for the best.
>  
> Again, many thanks,
> Pat
> 
> On 15 Aug 2019, at 6:37 am, Ronni Brown  wrote:
> 
> Hello Pat,
>  
> You could try:
> Shut down your Mac, then turn it on and immediately press and hold these four 
> keys together: Option, Command, P, and R. 
> You can release the keys after about 20 seconds, during which your Mac might 
> appear to restart.
> 
> https://support.apple.com/en-us/HT204063
>  
> Kind Regards,
> Ronni
> 
> 
> 
>  Ronni Brown’s iPad Pro 12.9-inch 256GB 
>  
> 
> On 14 Aug 2019, at 3:56 pm, Patricia Scott  wrote:
> 
> I have a Wacom pen tablet. Yesterday a message came up on the computer that 
> the firmware for the tablet needed to be updated because in the 

Re: Serious problem

2019-08-15 Thread Neil Houghton
Hi Pat,

 

When you say “it didn’t work” are you saying that following the instructions 
for the hardware test/diagnostics failed to initiate the hardware tests (ie the 
hardware tests did not run) – or are you saying that they ran OK but did not 
indicate any problem?

 

You may be right when you say the problem is the botched changes to the 
security panel – but in that case I would expect that, while the problem might 
prevent the computer from booting up, the hardware test should run OK.

 

If the hardware test does not even run I would have thought it suggests other 
problems.

 

But maybe you do need someone with more experience to look at it – maybe try 
Daniel?

 

 

Just my thoughts.

 

Please let us know how it all turns out.

 

 

Cheers

 

 

Neil

-- 

Neil R. Houghton

Albany, Western Australia

Tel: +61 8 9841 6063

Email: n...@possumology.com

 

 

From:  on behalf of Patricia 
Scott 
Reply-To: WAMUG 
Date: Thursday, 15 August 2019 at 13:58
To: WAMUG 
Subject: Re: Serious problem

 

Hi, Neil,

 

Thank you for this information, it’s a good thing to know. I tried it, but it 
didn’t work, at least for this kind of situation. I am pretty sure that the 
problem is the botched changes to the security panel: it has locked down the 
whole computer and will need the attention of a trained person.

 

Thanks,again,

 

Pat

 


On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:

Hi Pat,

 

If it was me, I would first try and ascertain whether it was a hardware problem 
or just the OSX installation which had got messed up.

 

I am assuming that you don’t have a bootable clone of the Mac that predates 
your problem? If you did you could just try booting up from the clone and if it 
was just  the OSX installation which had got messed up then the Mac should boot 
up OK from the clone.

 

If that was the case you could just clone the clone back to the main HD and, in 
effect, rewind your system to the pre-problem status.

 

 

 

However, assuming you don’t have that option then the fact that the screen gets 
as far as the white Apple shows that the hardware is working on some level - 
but does not rule out hardware problems. Apple computers include high-level 
hardware test/diagnostics routines which you can run BEFORE the computer tries 
to load up the OS.

 

Depending on the age of your Mac this may be called Apple Hardware Test (for 
pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
June 2013). The basic procedure is the same in both cases - disconnect external 
device, shut down the Mac and then switch on and hold down the D key.

 

You should first read the Apple support articles here:

 

How to use Apple Hardware Test on your Mac  
https://support.apple.com/en-au/HT201257

How to use Apple Diagnostics on your Mac  
https://support.apple.com/en-au/HT202731

 

Be aware that the tests can take some time to complete – so don’t worry if it 
seems “stuck” for a while.

 

If the Mac passes this test, you should probably look at reinstalling the 
system – but the best approach will depend on what sort of backups/clones you 
have.

 

Hopefully, this should give you a much clearer picture of just where your 
problem lies.

 

 

HTH

 

 

Cheers

 

 

Neil

-- 

Neil R. Houghton

Albany, Western Australia

Tel: +61 8 9841 6063

Email: n...@possumology.com

 

 

From:  on behalf of Patricia 
Scott 
Reply-To: WAMUG 
Date: Thursday, 15 August 2019 at 09:58
To: WAMUG 
Subject: Re: Serious problem

 

Hi,Ronni,

 

Thank you very much for the information. Unfortunately, it didn’t work. The 
same black screen with just a white Apple is all that is visible.

 

I read all the rest of the support information, and I think the only option is 
to take it in to a repair shop and hope for the best.

 

Again, many thanks,

Pat


On 15 Aug 2019, at 6:37 am, Ronni Brown  wrote:

Hello Pat,

 

You could try:

Shut down your Mac, then turn it on and immediately press and hold these four 
keys together: Option, Command, P, and R. 

You can release the keys after about 20 seconds, during which your Mac might 
appear to restart.

https://support.apple.com/en-us/HT204063

 

Kind Regards,

Ronni





 Ronni Brown’s iPad Pro 12.9-inch 256GB 

 


On 14 Aug 2019, at 3:56 pm, Patricia Scott  wrote:

I have a Wacom pen tablet. Yesterday a message came up on the computer that the 
firmware for the tablet needed to be updated because in the new Mojave update 
Apple neglected to classify Wacom as safe software, and it was necessary for 
users to modify items in the Security Preferences panel.

So I read the instructions and followed them (I thought).
Unfortunately, I think I omitted a step and then tried boot the computer. The 
result was that the monitor now shows only the white Apple and the stalled 
progress bar.

I did a Safe boot, but it didn’t work.

I hope the really savvy members might know how this can be remedied. 

Pat
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