How to reinstall OS Sierra when Mac won't startup (grey screen)

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How to reinstall OS Sierra when Mac won't startup (grey screen)

I may have to reinstall my OS since my Mac Book Pro (15" late 2011) won't startup and just stalls at the grey screen after the Apple logo and progress bar.

All the guides online tell me to download macOS Sierra from the App Store, but how can I do this when the Mac won't even startup !?

I expect I will need to put the macOS Sierra installation file/s on a USB stick and install the OS via the USB stick ?

I have access to a PC laptop running Windows 10, but can I download the macOS Sierra installation file using the PC laptop and copy the file/s to a USB stick ?

Regarding the stalling at the grey screen, I have tried all the recommended tips but none of them have worked.

1. Run Disk Utility (start up while pressing Command and R keys): No effect - stalled at the grey screen

2. Safe boot (start up while pressing Shift key): No effect - stalled at the grey screen

3. Single user mode (start up while pressing Command and S keys): Command line prompt appeared, so I entered "fsck -fy" which resulted in “The volume FILE SYSTEM WAS MODIFIED”. So ran "fsck -fy" again which resulted in “The volume appears to be OK". Entered "reboot" and it stalled at the grey screen.

4. Reset NVRAM (start up while pressing Command, Option, P, and R keys): No effect - stalled at the grey screen

5. Apple Diagnostic Tool (start up while pressing D key): Performed extended test and it reported the following error: 4HDD/11/40000000: SATA(0,0)

So then I thought my Samsung 850 EVO 1TB SSD had failed (its only 17 months old). Eventually I was able to use the Samsung Magician Tool on the SSD (connected via SATA III to a Windows PC) and it passed the health check.

I also found this statement from Apple regarding the diagnostic error on the SSD:

https://support.apple.com/en-au/HT203648

So I am still clueless as to why the Mac Book Pro will not start up, maybe the SSD diagnostic is a red herring ?

Maybe re-installing macOS Sierra will not fix the problem, but its the only thing I can think of trying. Thats assuming I can find out how to resintall the OS when I only have access to a PC laptop running Windows 10 !!!

Fortunately I performed a Time Machine back up about 3 months ago, so if I can resintall the macOS and that fixes the startup problem, then hopefully I can restore the time machine backup ?

Posted on Nov 28, 2016 7:14 AM

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Answer 1

John Galt

Level 10

155,804 points

Nov 28, 2016 12:33 PM in response to sky_rat

Samsung EVO SSDs have a poor reputation among Mac users. The reason is not clear and may be related to its firmware. The only way to definitively exclude it as the faulty component is to replace it with something else, preferably a SSD from a reputable vendor known to support Macs, or any conventional hard disk drive.

If booting Recovery mode won't work, force macOS Internet Recovery by adding an option key to the recovery key chord:

Shut down the Mac
With three fingers, press and hold the following keys: ⌘ (command), option, and R.
With a fourth finger press the power button to turn on the Mac.
Keep the other three fingers where they are until you see the "spinning globe" icon.

That will not depend upon an operable Recovery partition on the SSD. You can then erase the SSD using Disk Utility, followed by restoring from the Time Machine backup you wish to use.

To create a standalone USB flash memory or SD card installer please read Create a bootable installer for macOS - Apple Support.

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Answer 2

sky_rat Author

Level 1

10 points

Nov 28, 2016 12:44 PM in response to John Galt

Thanks John

Things seem to have taken a down turn and I am even more confused now.

I tried to force macOS Internet Recovery by adding the option key like you said...

The "spinning globe" icon appeared as well as a progress bar which took about 4 minutes to reach 100%.

Then the Apple logo appeared which shortly disappeared leaving just a grey screen. I left it like this for at least 10 minutes but nothing happened.

I tried starting up as normal using the SDD (which I originally thought had failed) but now I only get a screen with blue stripes.

So maybe the SDD is not faulty and the issue is something else. Does anyone have any ideas ? Its not looking good, is it ?

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Answer 3

John Galt

Level 10

155,804 points

Nov 28, 2016 11:12 PM in response to sky_rat

Everything is normal up to the point that the Apple logo disappeared and doesn't come back. To definitively rule out either one of the SSDs would require installing a conventional hard disk drive, or another SSD that you are certain should work.

The SATA cable could also be faulty, and they're cheap enough to justify trying a replacement. After that, the logic board starts to become suspicious.

Have you tried running Apple Hardware Test? Force the Internet version of AHT to load using the same option key technique: option D on startup.

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Answer 4

sky_rat Author

Level 1

10 points

Dec 3, 2016 10:01 AM in response to John Galt

"Have you tried running Apple Hardware Test?"

Yes - see original post...

5. Apple Diagnostic Tool (start up while pressing D key): Performed extended test and it reported the following error: 4HDD/11/40000000: SATA(0,0)

The IT department at work have tested the Samsung SSD (using the Samsung Magician tool) and it passed, so it appears to be a hardware problem with the Mac Book Pro.

I have tried to use the Apple Internet Recovery tool (be pressing the D key on power up). The globe appeared and asked me to select the WiFi router, I entered my WiFi password and the progress bar went to 100%. The screen then went black for a second then a blank grey screen appeared and the fans turned on (full power) but the Mac hangs. So it appears I can't even do internet recovery.

There must be a hardware fault and I dont know how to progress, other than writing the Mac Book Pro off and buying a cheap Windows laptop (new Mac Book Pros are over £2000 !!!!)

Does that mean that all my backup data is lost as well ? As it was backed up using Time Machine and there is no chance I can afford to buy replacement Mac Maybe I should have stuck with a Windows PC in the first place...

Does that mean that all my backup data is obsolete as well ? As it was backed up using Time Machine and there is no chance I can afford to buy replacement Mac 😟

Maybe I should have stuck with a Windows PC in the first place...

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Answer 5

John Galt

Level 10

155,804 points

Dec 3, 2016 10:52 AM in response to sky_rat

I wrote:

Force the Internet version of AHT to load using the same option key technique: option D on startup.

You wrote:

I have tried to use the Apple Internet Recovery tool (be pressing the D key on power up).

The 4HDD/11/40000000: SATA(0,0) error may be spurious, or not. Assuming it's legitimate, either replace the Samsung SSD with something known to work, or Contact Support.

Does that mean that all my backup data is lost as well ?

No, there is no reason to believe it should have been affected.

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Answer 6

sky_rat Author

Level 1

10 points

Dec 4, 2016 2:55 AM in response to John Galt

Thanks John

Sorry my mistake, for the Internet Recovery Tool I held down the Command (⌘) – Option (⌥) – R combination on power up.

These are the results of the non-internet AHT extended test (by holding down the D key on power up) which came up with the SATA error...

Yesterday I tried the internet version of AHT extended test (by holding down the Option [⌥] and D key on power up) which came up with no trouble found...

Out of interest, what is the difference between the non-internet AHT (D key on power up) and the internet AHT (Option [⌥] and D key on power up) ? And why does the non-internet AHT report the SATA error, but the internet AHT report no problem found ?

So it there a hardware fault or isn't there ?

I have borrowed a HDD from work which I was going to use to install a Mac OS, to rule out whether the problem is with the SSD.

But the problem is, how can I format the HDD when the only thing that works on the Mac is AHT and single user mode ? And if there was some way to format the HDD, then how do I install a new OS to the HDD ? Online guides tell you to download the macOS installer from the Mac App Store, but how can I do this when I cannot access the App Store because the Mac won't startup !!!!

Regarding the loss of backup data performed using Time Machine, the point I was making is that without a Mac to restore the Time Machine backup then does that mean there is no way of retrieving the backup data ? i.e. if I replaced the Mac with a cheaper Windows latop, then my backup data cannot be accessed ? Unless I remortgage the house to buy a new Mac !

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Answer 7

Barney-15E

Level 10

122,252 points

Dec 4, 2016 5:17 AM in response to sky_rat

But the problem is, how can I format the HDD when the only thing that works on the Mac is AHT and single user mode ?

When you remove the SSD and replace it with the HDD, if the SSD was causing the problem, there will now not be a problem. You would use Internet Recovery to install the OS or Restore from your Backup.

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Answer 8

sky_rat Author

Level 1

10 points

Dec 4, 2016 8:52 AM in response to Barney-15E

Thats the problem, Internet Recovery doesnt work !

I tried to force Internet Recovery by pressing and holding the following keys: ⌘ (command), option, and R.

The "spinning globe" icon appeared as well as a progress bar which took about 4 minutes to reach 100%.

Then the Apple logo appeared which shortly disappeared leaving just a grey screen. I left it like this for at least 10 minutes but nothing happened.

The only thing that works on the Mac is AHT and single user mode

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Answer 9

Barney-15E

Level 10

122,252 points

Dec 4, 2016 8:55 AM in response to sky_rat

Thats the problem, Internet Recovery doesnt work !

Except we cannot rule out the faulty hard drive or cable causing the issue. It may be hanging trying to access the drive.

Bad RAM also causes hangups in the boot process that even Safe Mode and Recovery can't overcome, so that's another avenue you might investigate.

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Answer 10

John Galt

Level 10

155,804 points

Dec 4, 2016 12:10 PM in response to sky_rat

Out of interest, what is the difference between the non-internet AHT (D key on power up) and the internet AHT (Option [⌥] and D key on power up) ?

The Internet version will be the latest available version, which might supersede the one resident on your Mac. You can confirm that for yourself by comparing their version numbers (3A225 in your screenshot).

And why does the non-internet AHT report the SATA error, but the internet AHT report no problem found ?

Presumably, the Internet version has been updated to address that potentially spurious error.

So it there a hardware fault or isn't there ?

Due to the nature of that potentially spurious failure, it's not possible to draw a definitive conclusion. That's the reason I suggested replacing that SSD with a HD or SSD known to work. You don't have to mortgage your house. Hard disks are cheap. You can even purchase an external HDD and install Sierra on it.

In any event there is no justification to believe your Time Machine backup has been affected. You simply can't do anything with that Mac until it's fixed.

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Answer 11

sky_rat Author

Level 1

10 points

Dec 4, 2016 12:38 PM in response to John Galt

Thanks for the replies 🙂

The non-internet AHT and internet AHT both have the same version numbers (3A225) which suggests they are the same, but for some reason they produce different results which is even more confusing.

I have tried Internet Recovery with the following setups, but they all had the same result (i.e. hangs on grey screen after apple logo):

1 - I replaced the SSD with a blank (PC formatted) known working HDD which I borrowed from work. I also tried using the original HDD that came with the Mac Book Pro, I 'think' this has backup data on it so it should be formatted for Mac Journal Extended. Both of these HDD's made no difference.

2 - I have 2 x 8Gb memory cards fitted, so I removed one memory card but this made no difference. I then swapped the remaining memory card with the memory card I removed, but this made no difference.

The heat sinks where the fans are fitted get hot and the fans soon start up on full power.

There is still confusion about my Time Machine backup, I don't expect it to be affected by the fault with the laptop.

My concern is how I can access the Time Machine backup without a Mac (the remortgage comment was regards to replacing the Mac, not the SDD!). There is obviously a hardware fault with the Mac Book Pro (not the SDD) so it could be a write off if its too expensive to repair. In which case I will have to buy a cheap Windows laptop. But does this mean I won't be able to access my Time Machine backup ? If I do end up replacing the Mac with a Windows laptop, would there be any way of retrieving my Time Machine backup using Windows ?

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Answer 12

Dec 4, 2016 1:02 PM in response to sky_rat

Try Command R on restart.

I have a Samsung Evo and it's working with no issues. Did you format with Disk Utility?

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Answer 13

Barney-15E

Level 10

122,252 points

Dec 4, 2016 6:37 PM in response to sky_rat

If I do end up replacing the Mac with a Windows laptop, would there be any way of retrieving my Time Machine backup using Windows ?

The files are written normally do the Time Machine backup, but it does use Hard Links to "replicate" unchanged files.

You could install MacDrive on the Windows computer and read the Time Machine disk, but I don't know how it will handle the hard links. I'm pretty sure Windows understands hard links, so you may be able to read the drive and get the files off of it.

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Answer 14

sky_rat Author

Level 1

10 points

Dec 5, 2016 3:56 AM in response to dianeoforegon

Yes the Samsing Evo was formatted using Disk Utility.

But it now looks like the problem is with the Mac Book Pro, not the SSD.

I have tested the SSD using the Samsung Magician software and it passed.

I have also tried two different HDD in the Mac Book Pro but it made no difference.

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Answer 15

sky_rat Author

Level 1

10 points

Dec 5, 2016 7:39 AM in response to Barney-15E

I installed MacDrive on the Windows PC laptop, it read the original HDD that came with the Mac Book Pro although it was very slow to read folders, so I assume it would be extremely slow to copy files. Unfortunately MacDrive doesn't seem to read the SSD at all. Also MacDrive is not free, it costs $49 !!!!

I am starting to think that I should just accept the Mac Book Pro is dead and my backup data is locked away in Time Machine so I cannot access it. I will just have to buy a cheap Windows laptop and stay well away from Apple in future... lesson learnt 😠

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