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10.10.4 install bricked my iMac 27"!

I just downloaded 10.10.4 onto my iMac 27" and on re-start my Mac is only displaying a white screen. No Apple logo, no lighting up the second monitor, nothing.


What can I do to try to get my Mac working again?


Thanks.

Posted on Jun 30, 2015 11:02 AM

Reply
25 replies

Jun 30, 2015 11:34 AM in response to TomRaftery

Take each of these steps that you haven't already tried. Stop when the problem is resolved.

To restart an unresponsive computer, press and hold the power button for a few seconds until the power shuts off, then release, wait a few more seconds, and press it again briefly.

Step 1

The first step in dealing with a startup failure is to secure the data. If you want to preserve the contents of the startup drive, and you don't already have at least one current backup, 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 that has changed since the last backup, you can skip this step.

There are several ways to back up a Mac that is unable to start. You need an external hard drive to hold the backup data.

a. Start up from the Recovery partition, or from a local Time Machine backup volume (option key at startup.) When the OS X Utilities screen appears, 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.

b. If Step 1a fails because of disk errors, and no other Mac is available, 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.

c. 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.

d. 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.

Step 2

If the startup process stops at a plain gray screen with a movable cursor, then the login dialog may be active but not visible because of a bug. You might be able to log in by using the arrow keys or the cursor to select the password field and typing your password as usual.

Step 3

If Step 2 fails, the startup volume may be full. If you had previously seen warnings of low disk space, this is almost certainly the case. You might be able to start up in safe mode even though you can't start up normally. Otherwise, start up from an external drive, or else use the technique in Step 1b, 1c, or 1d to mount the internal drive and delete some files. According to Apple documentation, you need at least 9 GB of available space on the startup volume (as shown in the Finder Info window) for normal operation.

Step 4

Sometimes a startup failure can be resolved by resetting the NVRAM.

Step 5

If a desktop Mac hangs at a plain gray screen with a movable cursor, the keyboard may not be recognized. Press and hold the button on the side of an Apple wireless keyboard to make it discoverable. If need be, replace or recharge the batteries. If you're using a USB keyboard connected to a hub, connect it to a built-in port.

Step 6

If there's a built-in optical drive, a disc may be stuck in it. Follow these instructions to eject it.

Step 7

Press and hold the power button until the power shuts off. Disconnect all wired peripherals except those needed to start up, and remove all aftermarket expansion cards. Use a different keyboard and/or mouse, if those devices are wired. If you can start up now, one of the devices you disconnected, or a combination of them, is causing the problem. Finding out which one is a process of elimination.

Step 8

If you've started from an external storage device, make sure that the internal startup volume is selected in the Startup Disk pane of System Preferences.

Start up in safe mode. Note: If FileVault is enabled in OS X 10.9 or earlier, or if a firmware password is set, or if the startup volume is a software RAID, you can’t do this. Post for further instructions.

Safe mode is much slower to start and run than normal, and some things won’t work at all, including wireless networking on certain Macs.

The login screen appears even if you usually log in automatically. You must know the login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

When you start up in safe mode, it's normal to see a progress bar. If the progress bar gets stuck for more than a few minutes, or if the system shuts down automatically while the progress bar is displayed, the startup volume is corrupt and the drive is probably malfunctioning. In that case, go to Step 11. If you ever have another problem with the drive, replace it immediately.

If you can start and log in in safe mode, empty the Trash, and then open the Finder Info window on the startup volume ("Macintosh HD," unless you gave it a different name.) Check that you have at least 9 GB of available space, as shown in the window. If you don't, copy as many files as necessary to another volume (not another folder on the same volume) and delete the originals. Deletion isn't complete until you empty the Trash again. Do this until the available space is more than 9 GB. Then restart as usual (i.e., not in safe mode.)

If the startup process hangs again, the problem is likely caused by a third-party system modification that you installed. Post for further instructions.

Step 9

Launch Disk Utility in Recovery mode (see Step 1.) Select the startup volume, then run Repair Disk. If any problems are found, repeat until clear. If Disk Utility reports that the volume can't be repaired, the drive has malfunctioned and should be replaced. You might choose to tolerate one such malfunction in the life of the drive. In that case, erase the volume and restore from a backup. If the same thing ever happens again, replace the drive immediately.

This is one of the rare situations in which you should also run Repair Permissions, ignoring the false warnings it may produce. Look for the line "Permissions repair complete" at the end of the output. Then restart as usual.

Step 10

If the startup device is an aftermarket SSD, it may need a firmware update and/or a forced "garbage collection." Instructions for doing this with a Crucial-branded SSD were posted here. Some of those instructions may apply to other brands of SSD, but you should check with the vendor's tech support.

Step 11

Reinstall the OS. If the Mac was upgraded from an older version of OS X, you’ll need the Apple ID and password you used to upgrade.

Step 12

Do as in Step 11, but this time erase the startup volume in Disk Utility before installing. The system should automatically restart into the Setup Assistant. Follow the prompts to transfer the data from a Time Machine or other backup.

Step 13

This step applies only to models that have a logic-board ("PRAM") battery: all Mac Pro's and some others (not current models.) Both desktop and portable Macs used to have such a battery. The logic-board battery, if there is one, is separate from the main battery of a portable. A dead logic-board battery can cause a startup failure. Typically the failure will be preceded by loss of the settings for the startup disk and system clock. See the user manual for replacement instructions. You may have to take the machine to a service provider to have the battery replaced.

Step 14

If you get this far, you're probably dealing with a hardware fault. Make a "Genius" appointment at an Apple Store, or go to another authorized service provider.

Jun 30, 2015 11:45 AM in response to TomRaftery

It's worth noting this update carries several smc/efi updates with it. It shut down and red eyed my external thunderbolt raid at reboot from the install.an smc and pram reset put it all back in order and it's smooth as glass right now.


unplug it for 3 minutes and then boot into a pram reset without anything connected then shut it down and re connect your external items. I think you'll get happy from there (hopefully)

Jun 30, 2015 12:04 PM in response to TomRaftery

Ok,


I've figured out what the problem is - everything is now starting fine, in normal mode, as long as my Western Digital MyBook external hard drives are disconnected. As soon as I connect them, the Mac gets stuck on startup at the grey screen, before the Apple logo even displays.


I may try connecting them once the Mac has started to see if that causes and issue (I use them for local backup - remote backup is handled by Backblaze).


I'll report back when I know more.

Jun 30, 2015 12:32 PM in response to Csound1

Sorry, I didn't see your question Csound1.


Yes they came with their own software when I bought them (back in the day!) - which I installed at the time.


But you bring up a good point (thanks) - I'll check out the WD site for software updates tomorrow (it's 9:30pm here now), and report back on what I find.


Thanks to everyone who chimed in with help and suggestions, I'm far happier now that the Mac is up and running once more.

Jul 1, 2015 1:28 AM in response to TomRaftery

Ok,


drives mounted and Mac restarting as normal once more.


The final steps to recovery were to delete the Western Digital files remaining after the uninstall. These were (in my case):

com.westerndigital.WDDriveUtilities.plist

com.westerndigital.WD-Drive-Manager-Installer.plist

WD1394HPDriver.kext and

WDUSBHPDriver.kext


Thanks Csound1 for alerting me to the fact that the Western Digital software was the likely source of the problem. I hope this can help others.


Tom.

10.10.4 install bricked my iMac 27"!

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