Need help troubleshooting, or should I just take into the Genius Bar?
Just happened for the first time today. I've heard that third-party apps may cause these issues. I run Intego Protection Software with a LaCie ExHDD for backups.
Need help ASAP!
Thank you!
iMac (21.5-inch, Late 2012), iOS 7.1.1
Remove the Intego product by following the instructions on this page. If you have a different version, the procedure may be different.
Back up all data before making any changes.
Hey Linc,
Thanks for the quick response. It only lets me boot in safe mode and I'm unable to search my Hard Drive. I've been reading around the forums since I posted this and, I could be wrong, but the symptoms seem to be common to that of a failed/failing HDD. Running the AHT Diagnostic right now and will post results.
Thanks again,
N-Rad
It only lets me boot in safe mode and I'm unable to search my Hard Drive.
None of that would stop you from removing the software.
The Uninstaller for the software isn't accessible when I'm in Safe Mode. It also prompts me to enter a product key, and registration name as if I haven't registered the product.
Back up all data to at least two different storage devices, if you haven't already done so. One backup is not enough to be safe. The backups can be made with Time Machine or with Disk Utility. Preferably both.
Erase and install OS X. This operation will destroy all data on the startup volume, so you had be better be sure of the backups. If you upgraded from an older version of OS X, you'll need the Apple ID and password that you used, so make a note of those before you begin.
When you restart, you'll be prompted to go through the initial setup process in Setup Assistant. That’s when you transfer the data from a backup.
Select only users and Computer & Network Settings in the Setup Assistant dialog—not Applications or Other files and folders. Don't transfer the Guest account, if it was enabled.
After that, run Software Update.
If the problem is resolved after the clean installation, reinstall third-party software selectively. I can only suggest general guidelines. Self-contained applications that install into the Applications folder by drag-and-drop or download from the App Store are usually safe. Anything that comes packaged as an installer or that prompts for an administrator password is suspect, and you must test thoroughly after reinstalling each such item to make sure you haven't restored the problem.
I strongly recommend that you never reinstall commercial "anti-virus" products or "utilities," nor any software that changes the user interface or modifies the functions of built-in applications. If you do that, the problem is likely to recur.
Before installing any software, ask yourself the question: "Am I sure I know how to uninstall this without having to wipe the volume again?" If the answer is "no," stop.
Never install any third-party software unless you know how to uninstall it.
I just took it to the Genius Bar and they're uncertain of what the issue is, so I left it there. They think it's either the HDD or the MOB. My knowledge of uninstalling applications is limited to computers that are working properly. This one is not. And after this, I definitely won't be reinstalling the software, regardless of whether or not it was the cause.
I'll post the diagnosis and remedy once it's resolved.
model a1586
iMac 2012-13 won't start regularly. Only starts in Safe Mode
