User profile for user: sea116
sea116 Author
User level: Level 4
1,585 points

Apple diagnostics not working

I am trying to run apple diagnostics on my Macbook air after a chat session with Apple Support. Here is exactly what I have done:


  1. Only had my charging cable connected
  2. Clicked the apple logo and clicked "shut down"
  3. Waited a few seconds
  4. Pressed the touch ID button and then held the "D" button.
  5. A spinning globe appeared for a few seconds, then I was asked to choose a network.
  6. I force restarted my mac because I'm pretty sure that isn't Apple Diagnostics.


This has happened a few times and I can't access apple diagnostics. I am running Catalina on a 2020 13 inch macbook air. If anyone can help me I would really appreciate it.

Posted on Apr 10, 2021 9:27 AM

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User profile for user: Matthew.S81
Matthew.S81
User level: Community Specialist

Posted on Apr 12, 2021 7:52 AM

Hi sea116,


Thanks for participating in the Apple Support Communities. It sounds like your Mac may be starting to macOS Internet Recovery. You can still access Apple Diagnostics this way, this route is simply called Apple Diagnostics over the internet. When you're asked to choose a network, use the drop-down menu to select from the available network connections. If you chose a wireless network connection, enter the password and then press Enter or Return, or click the checkmark button on the display. Once you've connected to your network, you'll see a message that says "Starting Internet Recovery, which may take some time. Then you'll see the option to select a language. The test will then proceed as shown here: Use Apple Diagnostics to test your Mac.


Take care.

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Question marked as Top-ranking reply
User profile for user: Matthew.S81
Matthew.S81
User level: Community Specialist

Apr 12, 2021 7:52 AM in response to sea116

Hi sea116,


Thanks for participating in the Apple Support Communities. It sounds like your Mac may be starting to macOS Internet Recovery. You can still access Apple Diagnostics this way, this route is simply called Apple Diagnostics over the internet. When you're asked to choose a network, use the drop-down menu to select from the available network connections. If you chose a wireless network connection, enter the password and then press Enter or Return, or click the checkmark button on the display. Once you've connected to your network, you'll see a message that says "Starting Internet Recovery, which may take some time. Then you'll see the option to select a language. The test will then proceed as shown here: Use Apple Diagnostics to test your Mac.


Take care.

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Apple diagnostics not working

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