Resetting a password gives me an internal error occurred message

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Level 1

14 points

Resetting a password gives me an internal error occurred message

I forgot the password to my Mac.

When I leave it for about a minute it asks me to press the power off button and then power on and go to the recovery OS where it goes through a process to allow you to reset your password if you know your icloud account info.

I go through the process successfully until it asks to type in the new password and confirm it and then add a hint. I do this successfully and then I when I click on 'Finish' I get an 'internal error occured' and it asks me to restart again.

Nothing that I can do get's me out of this cycle.

Can anyone point me to a way this can be solved? What is this internal error that is being mentioned?

MacBook Pro with Retina display, macOS High Sierra (10.13.2)

Posted on Dec 18, 2017 3:22 AM

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Answer 1

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askisaac Author

Level 1

14 points

Dec 20, 2017 4:39 AM in response to rose_10

Hey Sarah

Thank you for the response.

I have followed the instructions on this document various times and it does not work for me. I did log a ticket with tech support and their understanding is that because I was using File Vault the procedure does not work and I have to rebuild the computer from scratch.

At no point however, does it ask for a File Vault recovery key so I am not completely sure where I would have to enter that information so I didn't bother asking further. Fortunately I still have my old computer so I can transfer the information across to the new machine again.

I have attached a screenshot of the terminal output after I followed the Cmd-R procedure.

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Answer 2

rose_10

Community Specialist

Dec 19, 2017 12:41 PM in response to askisaac

Hey askisaac,

Thanks for using Apple Support Communities. I can see that you want to reset your password for your Mac login but are unable to use the method through your Apple ID. I know that being able to login is imperative to access your account and I can help. The good news is you can use other methods to attempt to reset this and the link below can explain these to you.

Change or reset the password of a macOS user account

If you still can't log in with this information, you can contact us directly at Apple Support for help.
Best regards.

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