mercflf8
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Q: stuck at apple logo and other issues

was trying to fix a friends macbook pro today and came across ''genieo'' installed on the computer,from what i have read this is some type of malware. i found a video on youtube on how to get rid of it. while i was waiting for a file to be sent to the trash the battery went dead. i restarted all i got was the grey screen,apple logo along with the spinning wheel. i am a noob to apple systems but found my way through some trouble shooting. i checked the HD through the utility and all is ok. checked hardware through the utility and thats good too. after messing with it all day i went through the utility to reinstall,did the reinstall thinking it would solve the issue but i still get the grey screen with apple logo and spinning wheel, also i cant boot to safe mode to see if there is a way to fix this. the macbook pro is on mountain lion 10.8.5. i have tried all sorts of things today and nothing worked. please advise

MacBook Pro, OS X Mountain Lion (10.8.5)

Posted on Jun 20, 2015 4:40 AM

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mercflf8

Q: stuck at apple logo and other issues

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  • by Linc Davis,

    Linc Davis Linc Davis Jun 20, 2015 6:30 AM in response to mercflf8
    Level 10 (208,037 points)
    Applications
    Jun 20, 2015 6:30 AM in response to mercflf8

    You should have followed the instructions on this Apple Support page to remove "Genieo." Now you have a very difficult problem. The easiest way to recover is to restore the whole startup volume from the backup you made before changing anything.

  • by mercflf8,

    mercflf8 mercflf8 Jun 20, 2015 12:53 PM in response to Linc Davis
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    Jun 20, 2015 12:53 PM in response to Linc Davis

    the video i watched was spot on with the apple support page you linked,i removed all with no issue. BUT when i got to this file: ''/Library/Frameworks/GenieoExtra.framework that was in the process of being sent to the trash thats when the battery died. can you/someone help me to restore the start up volume. btw i dont know if he had a back up made.

  • by Linc Davis,

    Linc Davis Linc Davis Jun 20, 2015 2:17 PM in response to mercflf8
    Level 10 (208,037 points)
    Applications
    Jun 20, 2015 2:17 PM in response to mercflf8

    If you want to preserve the data on the startup drive, and it's not already backed up, you must try to back up now, before you do anything else. It may or may not be possible. If you don't care about the data, you can skip this step.

    There are several ways to back up a Mac that is not fully functional. You need an external hard drive or other storage device to hold the data.

    1. Start up from the Recovery partition, from Internet Recovery, or from a local Time Machine backup volume (option key at startup.) Launch Disk Utility and follow the instructions in this support article, under “Instructions for backing up to an external hard disk via Disk Utility.” The article refers to starting up from a DVD, but the procedure in Recovery mode is the same. You don't need a DVD if you're running OS X 10.7 or later.

    If you use FileVault 2, then you must first unlock the startup volume. Select its icon ("Macintosh HD," unless you gave it a different name.) It will be nested below another disk icon, usually with the same name. Click the Unlock button in the toolbar. Enter your login password when prompted.

    2. If Method 1 fails because of disk errors, then you may be able to salvage some of your files by copying them in the Finder. If you already have an external drive with OS X installed, start up from it. Otherwise, if you have Internet access, follow the instructions on this page to prepare the external drive and install OS X on it. You'll use the Recovery installer, rather than downloading it from the App Store.

    3. If you have access to a working Mac, and both it and the non-working Mac have FireWire or Thunderbolt ports, start the non-working Mac in target disk mode. Use the working Mac to copy the data to another drive. This technique won't work with USB, Ethernet, Wi-Fi, or Bluetooth.

    4. If the internal drive of the non-working Mac is user-replaceable, remove it and mount it in an external enclosure or drive dock. Use another Mac to copy the data.

  • by mercflf8,

    mercflf8 mercflf8 Jun 20, 2015 6:15 PM in response to Linc Davis
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    Jun 20, 2015 6:15 PM in response to Linc Davis

    i know he has a TC but not sure if it was backed up via that,i assume it would have to be set manually to run a back up

  • by Linc Davis,

    Linc Davis Linc Davis Jun 20, 2015 7:52 PM in response to mercflf8
    Level 10 (208,037 points)
    Applications
    Jun 20, 2015 7:52 PM in response to mercflf8

    Yes, it would have to be set up.

  • by mercflf8,

    mercflf8 mercflf8 Jun 21, 2015 4:07 AM in response to Linc Davis
    Level 1 (0 points)
    Jun 21, 2015 4:07 AM in response to Linc Davis

    he also has an imac from last year and im pretty sure it has the thunderbolt port like the macbook does so i think im gonna try that route first.thanks a bunch for the help so far

  • by mercflf8,

    mercflf8 mercflf8 Jun 25, 2015 6:44 PM in response to mercflf8
    Level 1 (0 points)
    Jun 25, 2015 6:44 PM in response to mercflf8

    well the owner wants a fresh install of the OS,do you have a link for instructions. i watched a video on YT but when i clicked on erase i got the ''cant unmount disk''. any help would be great

  • by mercflf8,

    mercflf8 mercflf8 Jun 29, 2015 3:30 AM in response to mercflf8
    Level 1 (0 points)
    Jun 29, 2015 3:30 AM in response to mercflf8

    wow glad i didnt wait for a response here,posted in a different forum and someone who has no apple knowledge posted 1 link and my problem was solved.one simple link. sheesh apple