laptop has double login screen and won't accept my current password

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Level 1

6 points

laptop has double login screen and won't accept my current password

When I open my laptop I am presented with a login screen. When I enter my password a loading toolbar appears then the screen flashes and I am taken to an almost identical screen with two options: my account, and guest. When I try and enter my own login on this screen it tells me that I need to enter my password from 8/8/17.

I have reset my password in recovery mode three times with no success in dealing with the second login screen. I did not create this setting and am helpless to fix it. Furthermore after contacting tech support for two hours they were unable to help me and disconnected the chat when their advice cause FaceTime on my phone to stop working. Please help!!!

Posted on Oct 1, 2017 8:37 AM

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Answer 1

Dogcow-Moof

Level 8

36,581 points

Oct 1, 2017 9:42 PM in response to MrHoffman

For what it's worth, the first login screen is to unlock your local file system which is FileVault encrypted.

The second login is the operating system password prompt, and that's the only one a password reset can reset.

I agree that taking your system in to your local Apple Store is probably your best bet.

Are you able to login to the guest account on the second password screen?

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Answer 2

Oct 1, 2017 3:44 PM in response to Deliasailed

What did the folks at Apple support have you already try, and that didn't work? That'll reduce the amount of duplication that gets posted here.

I'd tend to expect a Safe-mode boot, and a Recovery boot, and a password reset have all been tried, for instance. If you've tried that and tried the password reset and it's all failed, and if you've already spent a few hours on this with Apple Support, then this is headed toward a last-chance backup — from Safe Mode or Recovery — and then wiping and reinstalling the system from an Apple distribution kit.

Given it's a MacBook Air, a trip into the local Apple Store might also help resolve this, too.

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