Ticket Options
Question Details
TICKET ARCHIVE -> PowerMac G4 stuck on Mac OS startup screen
Nicole K - May 17, 2006 - 12:17 pm
Hello. Does anyone know how to manually open the CD-R drive on a powermac g4? My comp is frozen from about 4000 fonts I put on it at once and I guess I need to start from scratch but I can't get the drive to open for my system restore discs. Thanks for your help.
earthsaver - May 17, 2006 - 12:31 pm
Restart the computer and hold down the mouse button. Tray should open. Restart again with CD inside.
- Ben
- Ben
Nicole K - May 18, 2006 - 12:15 pm
Thank you Ben. I did find this elementary information over the internet and got it to work. Although I'm still having computer issues. I put my system restore disc in and my system installation discs in and held down the c button as directed while restarting. Nothing loaded up, my computer is still stuck on the Mac OS screen and nothing is initializing like before. It's just stuck. I would greatly appreciate any help you could offer me. Thank you so much.
Nicole
321-267-2561
Nicole
321-267-2561
ishan - May 18, 2006 - 5:15 pm
Eject the CD as you did before. Then reinsert it, wait for it to mount on the desktop, select it as the startup disk in your Startup prefpane and restart. Alternatively, open the CD, click on "Install Mac OS X" and click on the restart button.
Nicole K - May 25, 2006 - 4:34 pm
Hi Ishan, thank you for this response although this avenue did not work for me either. I held C down for over 5 minutes on several occassions trying to get the system to recognize the disc to be able to startup from it but it never initialized. My computer stays at the same screen. I even installed more RAM thinking that it might be something like that because I installed about 5000 fonts and my comp started acting funny then shut down completely. Right now I'm thinking about taking an old hard drive out and just reinstalling it. Any help would be greatly appreciated. Thank you so much. Nicole
ishan - May 25, 2006 - 8:45 pm
If you have access to another Macintosh with a Firewire port, hook your Mac to the other in "Target" mode. Your hard drives will appear on the other Mac's desktop as Firewire drives. Take the fonts out (trash them, copy them to a flash drive, whatever) and then see if your Mac boots properly. Make sure you do not remove the core set of fonts that your Mac needs to work (look at Apple's support site which tells you which fonts these are and of what kind, i.e., TrueType).
HTH and please let us know what happens. Thanks.
HTH and please let us know what happens. Thanks.
Nicole K - May 29, 2006 - 2:45 pm
Ishan i don't have wireless anything. I'm sorry but I'm reaching the end of my rope. Could you please provide me with links or information to be able to extract the hard drive and replace it from my PowerMac G4. It's the earlier model with vertically aligned audio input. I appreciate this very much.
Nicole
Nicole
ishan - May 29, 2006 - 8:41 pm
I'm afraid I don't have the links handy, will reopen the question. You can easily find it on Apple's support site-use the search function for your model PowerMac.
grggary - May 30, 2006 - 4:16 am
This is going to be VERY, VERY long and much of it won't apply to you, but often too much information is better than too little. This may be the longest response in MacOSX.com history, so I'd advise printing this if possible. If you desire, all of this information and other links can be found at http://docs.info.apple.com/article.html?artnum=106464
http://docs.info.apple.com/article.html?artnum=25392
http://docs.info.apple.com/article.html?artnum=58042
and other links there as well.
_____________________________________________________________________
Isolating issues in Mac OS X
By using the approach here, you can learn how to isolate an issue to its root cause, or at minimum to determine the sequence of events that causes the issue to occur. Using this approach may help you solve the issue, locate other documents in the Knowledge Base at http://search.info.apple.com or http://www.apple.com/support, write better posts to Apple Discussions, or communicate with AppleCare Technical Support.
Describing the issue
Start by asking yourself basic questions about the issue that will help you describe it.
What is the issue?
When answering this question, be sure to note any alert or "error" messages that appear. Be sure to describe any unexpected hardware or software behavior, and any other details that seem relevant.
Users accustomed to reading logs should review them in Apple System Profiler for any relevant information. If you are not experienced with reading logs, it is generally best to ignore them unless instructed to search for a specific message.
When does it occur?
If you can identify a sequence of events that lead up to the issue, be sure to document each.
If the issue seems to occur at certain time intervals, be sure to record the times at which it happens. Does it happen only at certain times (for example, daily at 9:00) or on a periodic basis (for example, every 47 minutes)?
If the issue occurs so irregularly that you cannot yet describe when it happens, the suggestions below will help you troubleshoot the issue over time by making certain changes, then watching to see if the issue stops.
If the issue occurs at startup immediately following a third-party software installation, find out what you can do.
You can also troubleshoot any other issues that occur during startup.
When did the issue start?
Note any recent changes to the computer and its software, since they could affect the issue. Was any new software or hardware installed?
Check documentation
After you can describe the issue, check known documentation sources, searching on key terms you have identified.
If an application program is affected, first check any "read me" files included with it. These may describe known issues.
If the issue is with a third-party product, check the manufacturer's or publisher's website for information about the issue.
Up-to-date software and firmware?
As a general rule, make sure you are using the latest versions of Apple and third-party software for best compatibility. Also make sure your computer's firmware is up-to-date.
Is it a software or hardware issue?
Pay attention to important clues.
If the issue seems specific to a certain application or Mac OS X feature, troubleshoot software before hardware.
If the issue occurs as the computer starts up--unless the computer does not turn on at all-- troubleshoot software before hardware.
For other issues, or when software troubleshooting does not produce a resolution, use the rest of this document.
Use Disk Utility to check for disk errors and permission issues
Such issues can contribute to other symptoms, but are usually easy to fix.
Can you isolate to a hardware device?
Issues with a hardware device can sometimes appear to be software issues, but are not resolved with software troubleshooting. Eliminate hardware as a cause (or conversely, isolate the issue to software):
Disconnect external devices. If the computer is an iBook or PowerBook computer, disconnect all external devices. For an iMac, disconnect all devices other than the Apple keyboard and mouse. For a Power Mac, disconnect all external devices other than one display (which should be connected to an original, built-in video port), and the original Apple keyboard and mouse. If this resolves the issue, add devices back one at a time (shut down first if the device requires it) to further isolate the issue.
Insert the Apple Hardware Test CD that came with your computer (if one did). Use the extended test. If any issues are found proceed to step 3, or contact AppleCare or your nearest Apple Authorized Service Provider to arrange for diagnostics and service as necessary.
Shut down the computer and remove any third-party memory upgrades, expansion cards, additional hard drives, or other internal hardware upgrades. If you are not comfortable doing this, an Apple Authorized Service provider can assist. A service fee may be charged if the issue is not related to your Apple hardware. Alternatively, you may wish to skip this step and go to "Reinstall Mac OS X" below.
If the issue is resolved, add your devices back one at a time. When the issue returns, remove the most recently-added device. If the issue goes away again, you have identified the cause. If software was included with the device, try deleting and reinstalling it. You may also wish to contact the vendor or manufacturer of that device for specific troubleshooting steps.
You may want to test devices on all available ports into which they can be used. If a USB device works on USB port 1 but not on USB port 2, try connecting other devices to port 2. It is possible that your computer's ports aren't working properly.
Reinstall Mac OS X (read the rest of this before you go for this option).
If an issue persists, reinstalling Mac OS X should resolve it.
For Mac OS X 10.2, 10.3, 10.4 or later, perform an Archive and Install installation.
Tip: You won't be able to return to your previous System following an Archive and Install installation, but you can select the "Preserve existing Users & Network Settings" option to retain your original applications and settings, documents, and user accounts.
For Mac OS X 10.1.5 or earlier, reinstallation of Mac OS X requires erasing the Mac OS X volume. This is described in the next paragraph.
If the issue persists, back up any necessary data, start up from a Mac OS X Install or Restore CD, erase the Mac OS X volume, reinstall Mac OS X and restore any additional Apple software.
Reinstall additional software one item at a time, restarting the computer after each install. For best results, use the computer for several hours after each installation to determine if that particular software contributed to the issue. Reinstalling everything at once without noting when the issue returned may lead to a need to repeat this process.
WARNING!!!: Choosing Erase and Install will COMPLETELY ERASE the contents of the chosen volume before installing Mac OS X. Be sure to back up your files before continuing.
Note: This article applies to Mac OS X 10.3.9 or earlier.
Tip: If your computer won't start at all, skip to "You see a blank, gray screen" below.
The first step to help your Mac start up again is to identify which symptom you see. Once you know what the symptom is, you can try to fix it. Here's a list of the most common things you might see if your Mac turns on but doesn't start up. Find your symptom, then follow the steps to fix it.
____________________________________________________________________
DO YOU SEE ANY OF THE FOLLOWING?
• You see an empty, blue screen. You might also see a progress indicator, which looks like a colored pinwheel or spinning disc.
• A "broken folder" icon, a prohibitory sign, or "kernel panic" message appears.
• You see a blank, gray screen.
•A flashing question mark appears.
• None of the above happens, but your Mac doesn't start up.
YOU SEE AN EMPTY, BLUE SCREEN. You might also see a progress indicator, which looks like a colored pinwheel or spinning disc
There are several different things you can try to fix this symptom. Go through each of them one by one until you find the solution. Some of them are advanced techniques, but give them a try.
Mac OS X reviews fonts in the Mac OS 9 System Folder as it starts up. A damaged Mac OS 9 font file can cause this issue.
Tip: Install Mac OS X 10.2.4 or later to avoid this issue.
Start up from your Mac OS 9 System Folder or a Mac OS 9 CD-ROM disc. If your computer only starts from Mac OS X, start up in Safe Mode.
Drag the Fonts folder from the Mac OS 9 System Folder (not the Mac OS X System folder) to the desktop.
Restart the computer in Mac OS X.
Remove incompatible third-party startup items.
Start up from your Mac OS 9 System Folder or a Mac OS 9 CD-ROM disc. If your computer only starts from Mac OS X, start up in Safe Mode.
Open the Mac OS X hard disk.
Drag third-party items out of the /Library/StartupItems and /System/Library/StartupItems folders. You may wish to temporarily store them in the Mac OS X Users folder. If you're unsure whether an item is a third-party item or an Apple-installed item, don't move it.
Restart the computer in Mac OS X.
An incompatible login item could cause this symptom.
For Mac OS X 10.2 through 10.3.9, start up in Safe Mode.
From the Apple menu, choose System Preferences.
From the View menu, choose Accounts then click Startup Items. In Mac OS X 10.2, choose Login Items from the View menu.
Select all the login items and click Remove.
From the Apple menu, choose Restart.
If this resolves the issue, add the login items one at a time until the symptom occurs again. That way you'll know which one is incompatible. Repeat these steps and remove the incompatible item.
Selecting the "Connect automatically when starting TCP/IP applications" option in Network preferences can sometimes cause this issue. You'll need to delete the preference file that holds this setting. This is an ADVANCED STEP that will reset all of your computer's network settings. You will need to reconfigure them in Network preferences to reconnect to the Internet or a network.
Start up the computer in Single-User Mode.
Type: mount -uw /
Press Return.
Type one of the following:
(for Mac OS X 10.2.8 or earlier)
mv /var/db/SystemConfiguration/preferences.xml preferences.old
(for Mac OS X 10.3 through 10.3.9)
mv /Library/Preferences/SystemConfiguration/preferences.plist preferences.old
Tip: There is a space between ".plist" and "preferences.old".
Press Return.
Type: reboot
Press Return.
If your computer still starts up to a blue screen, follow these steps.
Start up the computer in Single-User Mode.
Type: mount -uw /
Press Return.
Type:
mv /Library/Preferences/com.apple.loginwindow.plist preferences2.old
Tip: There is a space between ".plist" and "preferences".
Press Return.
Type:
mv /Library/Preferences/com.apple.windowserver.plist preferences3.old
Press Return.
Type: reboot
Press Return.
Reset certain privileges.
Start up the computer in Single-User Mode.
Check the volume with fsck.
Type: mount -uw /
Press Return.
Type: chmod 1775 /
Press Return.
Type: reboot
Press Return.
Important: If any of the steps above resolved the issue, stop here.
If Mac OS X automatically logs in for you (you don't have to type your password when you turn the computer on), follow these steps. Otherwise go to step 8.
Start up the computer in Single-User Mode.
Check the volume with fsck.
Press Return.
Type: mount -uw /
Press Return.
Type: cd /Users/[affected username]/Library
Tip: Instead of "[affected username]", type the username for your account, or the account that is experiencing this issue. For example, if the username is "theta," type:
cd /Users/theta/Library
Press Return.
Type: mv Preferences Preferences_old
Press Return.
Type: mv Caches Caches_old
Press Return.
Type: reboot
Press Return.
If you can now successfully start and log in, use the following steps to isolate the issue:
Open the Console utility. It's in the Utilities folder (/Applications/Utilities).
From the File menu, choose Open Log.
In the goto field, type: /var/log/system.log, then click the Open button.
From the Edit menu, choose Find.
In the Find window, type "parse failed" and click the Next button.
Look for log entries that are similar to the following:
{date} Dock[500] CFLog (0): CFPropertyListCreateFromXMLData(): plist parse failed; the data is not proper ISO-8859-1. The file name for this data could be: com.apple.dock.plist -- /Users/us/Library/Preferences/ The parser will retry as in 10.1, but the problem should be corrected in the plist. {date} trident crashdump: Crash report written to: /Users/us/Library/Logs/CrashReporter/Dock.crash.log
For each "parse failed" message that you find, remove the matching .plist file from the ~/Library/Preferences_old folder. The tilde "~" character represents your home folder.
Repeat steps s and t until you have removed all of the .plist files associated with "parse failed" messages.
In the Finder, rename the ~/Library/Preferences folder to "Preferences_new".
Rename Preferences_old to Preferences.
From the Apple menu, choose Log Out. When the login panel appears log back in.
Important: If the issue is resolved, stop here. Otherwise, skip to step 9.
If you log in each time the computer starts up, do the following:
Start up the computer in Single-User Mode.
Check the volume with fsck.
Press Return.
Type: mount -uw /
Press Return.
Type: cd /Users/[affected username]/Library
Tip: Instead of "[affected username]", type the username for your account, or the account that is experiencing this issue. For example, if the username is "theta," type:
cd /Users/theta/Library
Type: mv Preferences Preferences_old
Type: reboot
Press Return.
If you can successfully login, use the following steps to isolate the issue:
Open the Console utility. It's in the Utilities folder (/Applications/Utilities).
From the File menu, choose Open Log.
In the goto field, type: /var/log/system.log , then click the Open button.
From the Edit menu, choose Find.
In the Find window, type "parse failed" and click the Next button.
Look for log entries that are similar to the following:
{date} Finder[500] CFLog (0): CFPropertyListCreateFromXMLData(): plist parse failed; the data is not proper ISO-8859-1. The file name for this data could be: com.apple.HIToolbox.plist -- /Library/Preferences/ The parser will retry as in 10.1, but the problem should be corrected in the plist. {date} trident crashdump: Crash report written to: /Users/us/Library/Logs/CrashReporter/Finder.crash.log
For each "parse failed" message that you find, remove the matching .plist file from the /Library/Preferences_old folder.
Repeat steps o and p until you have removed all of the .plist files associated with "parse failed" messages.
In the Finder, rename /Library/Preferences folder to Preferences_new.
Rename Preferences_old to Preferences.
From the Apple menu, choose Log Out. When the login panel appears log back in.
If the issue persists, follow the steps for "You see a blank, gray screen" below.
____________________________________________________________________
A "BROKEN FOLDER" ICON, A PROHIBITORY SIGN OR A "KERNEL PANIC" MESSAGE APPEARS
When a kernel panic happens, white text on a black background is drawn on top of the last video image on the monitor before the panic occurred. You may see a message that begins with a phrase like "Unresolved kernel trap".
The prohibitory sign, pictured here, appears instead of the "broken folder" icon in Mac OS X 10.2 and later.
This symptom usually occurs when a file or folder has been moved, replaced, or damaged. It could also occur if you use certain hardware or software with your computer. The steps to fix this symptom are in another article titled, "Mac OS X: 'Broken Folder' Icon, Prohibitory Sign, or Kernel Panic When Computer Starts Up". Try the steps in that article. If they don't solve the issue, try these steps:
If you're trying to start up from a Mac OS X installation CD, make sure it's not too old to be used with your computer. Later model computers can't use earlier versions of Mac OS X.
If you've renamed or moved system-installed folders, such as Applications, System, or Library, return them to their original location or rename them using their original names.
Don't modify the privileges of Mac OS X system files. Doing so may cause kernel panics.
These hardware items may produce a kernel panic message during startup. If one of them is installed, check to see if it's causing the issue.
AirPort Extreme card
Matrox RTMac card
128-Bit 2D/3D Professional Graphics Card
PC Card modem
The installer for an application you recently installed could have caused this issue.
If the issue occured after you updated to Mac OS X 10.2.1, see this document.
Mac OS X 10.3 only: If the issue only occurs once in a while (intermittently), do this after a successful startup:
From the Finder's Go menu, choose Go to Folder.
Type the following without quotes: "/System/Library/Extensions/".
Press Return.
In the Extensions window, locate the file named BootCache.kext.
Delete the BootCache.kext file. You may be prompted for an administrator password.
The next time you start up, the startup process could take a little longer than usual as the BootCache.kext file is recreated.
If the issue still occurs, follow the steps for "You see a blank, gray screen" below.
____________________________________________________________________
YOU SEE A BLANK, GRAY SCREEN
Make sure the latest firmware for your computer is installed. Check Apple Downloads for the latest versions.
Disconnect all peripheral devices, except for the Apple keyboard and mouse. This includes ADB, serial, USB, FireWire, SCSI, and PCMCIA devices. If this resolves the issue, connect one device at a time, restarting after each one, until you've determined which device is causing the issue.
Remove third-party hardware upgrades such as memory (RAM), microprocessor upgrade cards, and PCI cards. If this resolves the issue, add back one item at a time, restarting after each one, to isolate the issue. Note: Apple does not provide technical support for Mac OS X when used with third-party microprocessor upgrade cards.
Start up from your Mac OS X installation disc and check the hard disk with Disk Utility or, if necessary, fsck.
If you are comfortable doing so, reset your computer's Power Management Unit. Specific directions are available elsewhere in the Knowledge Base.
Additional tips may be available in this document.
__________________________________________________________________
A FLASHING QUESTION MARK APPEARS
If you see a flashing question mark when you start your Mac, it's probably because it can't find the system software it needs to start up. Usually, all you have to do to get your Mac back up and running is remind it where its software is.
After the flashing question mark appears, one of two things may happen:
The computer starts up normally after a brief delay.
The computer does not start up.
If your computer starts up normally after a brief delay, you probably just need to reselect the startup disk in Startup Disk preferences (Mac OS X) or the Startup Disk control panel (Mac OS 9). It's normal to see the flashing question mark when a startup disk has not been selected. In most cases, reselecting the startup disk is all that is required to resolve the issue.
Steps for any other issue that occurs during startup
If an Ethernet cable is connected to your computer, temporarily disconnect it and restart. If you have enabled NetInfo, you may need to temporarily disable it in the Directory Setup application.
You shouldn't remove or rename any of these Mac OS X system files or folders.
Applications (a visible folder)
automount (an invisible folder)
Library (a visible folder)
mach_kernel (an invisible file)
System (a visible folder)
Users (a visible folder)
Follow the steps for "You see a blank, gray screen" above.
Please let me know more so I can better isolate the issue. Please be very thorough and descriptive in the steps you took and what you see on your screen. Take note of any error messages. A little more detailed information from you will allow me to post shorter responses rather than trying to cover most bases at once.
Keep me posted on your progress and let me know if any of this information was helpful in solving your problem. Otherwise I will dig deeper into specifics, rather than generalizations as exemplified here.
Thanks.
Gary
http://docs.info.apple.com/article.html?artnum=25392
http://docs.info.apple.com/article.html?artnum=58042
and other links there as well.
_____________________________________________________________________
Isolating issues in Mac OS X
By using the approach here, you can learn how to isolate an issue to its root cause, or at minimum to determine the sequence of events that causes the issue to occur. Using this approach may help you solve the issue, locate other documents in the Knowledge Base at http://search.info.apple.com or http://www.apple.com/support, write better posts to Apple Discussions, or communicate with AppleCare Technical Support.
Describing the issue
Start by asking yourself basic questions about the issue that will help you describe it.
What is the issue?
When answering this question, be sure to note any alert or "error" messages that appear. Be sure to describe any unexpected hardware or software behavior, and any other details that seem relevant.
Users accustomed to reading logs should review them in Apple System Profiler for any relevant information. If you are not experienced with reading logs, it is generally best to ignore them unless instructed to search for a specific message.
When does it occur?
If you can identify a sequence of events that lead up to the issue, be sure to document each.
If the issue seems to occur at certain time intervals, be sure to record the times at which it happens. Does it happen only at certain times (for example, daily at 9:00) or on a periodic basis (for example, every 47 minutes)?
If the issue occurs so irregularly that you cannot yet describe when it happens, the suggestions below will help you troubleshoot the issue over time by making certain changes, then watching to see if the issue stops.
If the issue occurs at startup immediately following a third-party software installation, find out what you can do.
You can also troubleshoot any other issues that occur during startup.
When did the issue start?
Note any recent changes to the computer and its software, since they could affect the issue. Was any new software or hardware installed?
Check documentation
After you can describe the issue, check known documentation sources, searching on key terms you have identified.
If an application program is affected, first check any "read me" files included with it. These may describe known issues.
If the issue is with a third-party product, check the manufacturer's or publisher's website for information about the issue.
Up-to-date software and firmware?
As a general rule, make sure you are using the latest versions of Apple and third-party software for best compatibility. Also make sure your computer's firmware is up-to-date.
Is it a software or hardware issue?
Pay attention to important clues.
If the issue seems specific to a certain application or Mac OS X feature, troubleshoot software before hardware.
If the issue occurs as the computer starts up--unless the computer does not turn on at all-- troubleshoot software before hardware.
For other issues, or when software troubleshooting does not produce a resolution, use the rest of this document.
Use Disk Utility to check for disk errors and permission issues
Such issues can contribute to other symptoms, but are usually easy to fix.
Can you isolate to a hardware device?
Issues with a hardware device can sometimes appear to be software issues, but are not resolved with software troubleshooting. Eliminate hardware as a cause (or conversely, isolate the issue to software):
Disconnect external devices. If the computer is an iBook or PowerBook computer, disconnect all external devices. For an iMac, disconnect all devices other than the Apple keyboard and mouse. For a Power Mac, disconnect all external devices other than one display (which should be connected to an original, built-in video port), and the original Apple keyboard and mouse. If this resolves the issue, add devices back one at a time (shut down first if the device requires it) to further isolate the issue.
Insert the Apple Hardware Test CD that came with your computer (if one did). Use the extended test. If any issues are found proceed to step 3, or contact AppleCare or your nearest Apple Authorized Service Provider to arrange for diagnostics and service as necessary.
Shut down the computer and remove any third-party memory upgrades, expansion cards, additional hard drives, or other internal hardware upgrades. If you are not comfortable doing this, an Apple Authorized Service provider can assist. A service fee may be charged if the issue is not related to your Apple hardware. Alternatively, you may wish to skip this step and go to "Reinstall Mac OS X" below.
If the issue is resolved, add your devices back one at a time. When the issue returns, remove the most recently-added device. If the issue goes away again, you have identified the cause. If software was included with the device, try deleting and reinstalling it. You may also wish to contact the vendor or manufacturer of that device for specific troubleshooting steps.
You may want to test devices on all available ports into which they can be used. If a USB device works on USB port 1 but not on USB port 2, try connecting other devices to port 2. It is possible that your computer's ports aren't working properly.
Reinstall Mac OS X (read the rest of this before you go for this option).
If an issue persists, reinstalling Mac OS X should resolve it.
For Mac OS X 10.2, 10.3, 10.4 or later, perform an Archive and Install installation.
Tip: You won't be able to return to your previous System following an Archive and Install installation, but you can select the "Preserve existing Users & Network Settings" option to retain your original applications and settings, documents, and user accounts.
For Mac OS X 10.1.5 or earlier, reinstallation of Mac OS X requires erasing the Mac OS X volume. This is described in the next paragraph.
If the issue persists, back up any necessary data, start up from a Mac OS X Install or Restore CD, erase the Mac OS X volume, reinstall Mac OS X and restore any additional Apple software.
Reinstall additional software one item at a time, restarting the computer after each install. For best results, use the computer for several hours after each installation to determine if that particular software contributed to the issue. Reinstalling everything at once without noting when the issue returned may lead to a need to repeat this process.
WARNING!!!: Choosing Erase and Install will COMPLETELY ERASE the contents of the chosen volume before installing Mac OS X. Be sure to back up your files before continuing.
Note: This article applies to Mac OS X 10.3.9 or earlier.
Tip: If your computer won't start at all, skip to "You see a blank, gray screen" below.
The first step to help your Mac start up again is to identify which symptom you see. Once you know what the symptom is, you can try to fix it. Here's a list of the most common things you might see if your Mac turns on but doesn't start up. Find your symptom, then follow the steps to fix it.
____________________________________________________________________
DO YOU SEE ANY OF THE FOLLOWING?
• You see an empty, blue screen. You might also see a progress indicator, which looks like a colored pinwheel or spinning disc.
• A "broken folder" icon, a prohibitory sign, or "kernel panic" message appears.
• You see a blank, gray screen.
•A flashing question mark appears.
• None of the above happens, but your Mac doesn't start up.
YOU SEE AN EMPTY, BLUE SCREEN. You might also see a progress indicator, which looks like a colored pinwheel or spinning disc
There are several different things you can try to fix this symptom. Go through each of them one by one until you find the solution. Some of them are advanced techniques, but give them a try.
Mac OS X reviews fonts in the Mac OS 9 System Folder as it starts up. A damaged Mac OS 9 font file can cause this issue.
Tip: Install Mac OS X 10.2.4 or later to avoid this issue.
Start up from your Mac OS 9 System Folder or a Mac OS 9 CD-ROM disc. If your computer only starts from Mac OS X, start up in Safe Mode.
Drag the Fonts folder from the Mac OS 9 System Folder (not the Mac OS X System folder) to the desktop.
Restart the computer in Mac OS X.
Remove incompatible third-party startup items.
Start up from your Mac OS 9 System Folder or a Mac OS 9 CD-ROM disc. If your computer only starts from Mac OS X, start up in Safe Mode.
Open the Mac OS X hard disk.
Drag third-party items out of the /Library/StartupItems and /System/Library/StartupItems folders. You may wish to temporarily store them in the Mac OS X Users folder. If you're unsure whether an item is a third-party item or an Apple-installed item, don't move it.
Restart the computer in Mac OS X.
An incompatible login item could cause this symptom.
For Mac OS X 10.2 through 10.3.9, start up in Safe Mode.
From the Apple menu, choose System Preferences.
From the View menu, choose Accounts then click Startup Items. In Mac OS X 10.2, choose Login Items from the View menu.
Select all the login items and click Remove.
From the Apple menu, choose Restart.
If this resolves the issue, add the login items one at a time until the symptom occurs again. That way you'll know which one is incompatible. Repeat these steps and remove the incompatible item.
Selecting the "Connect automatically when starting TCP/IP applications" option in Network preferences can sometimes cause this issue. You'll need to delete the preference file that holds this setting. This is an ADVANCED STEP that will reset all of your computer's network settings. You will need to reconfigure them in Network preferences to reconnect to the Internet or a network.
Start up the computer in Single-User Mode.
Type: mount -uw /
Press Return.
Type one of the following:
(for Mac OS X 10.2.8 or earlier)
mv /var/db/SystemConfiguration/preferences.xml preferences.old
(for Mac OS X 10.3 through 10.3.9)
mv /Library/Preferences/SystemConfiguration/preferences.plist preferences.old
Tip: There is a space between ".plist" and "preferences.old".
Press Return.
Type: reboot
Press Return.
If your computer still starts up to a blue screen, follow these steps.
Start up the computer in Single-User Mode.
Type: mount -uw /
Press Return.
Type:
mv /Library/Preferences/com.apple.loginwindow.plist preferences2.old
Tip: There is a space between ".plist" and "preferences".
Press Return.
Type:
mv /Library/Preferences/com.apple.windowserver.plist preferences3.old
Press Return.
Type: reboot
Press Return.
Reset certain privileges.
Start up the computer in Single-User Mode.
Check the volume with fsck.
Type: mount -uw /
Press Return.
Type: chmod 1775 /
Press Return.
Type: reboot
Press Return.
Important: If any of the steps above resolved the issue, stop here.
If Mac OS X automatically logs in for you (you don't have to type your password when you turn the computer on), follow these steps. Otherwise go to step 8.
Start up the computer in Single-User Mode.
Check the volume with fsck.
Press Return.
Type: mount -uw /
Press Return.
Type: cd /Users/[affected username]/Library
Tip: Instead of "[affected username]", type the username for your account, or the account that is experiencing this issue. For example, if the username is "theta," type:
cd /Users/theta/Library
Press Return.
Type: mv Preferences Preferences_old
Press Return.
Type: mv Caches Caches_old
Press Return.
Type: reboot
Press Return.
If you can now successfully start and log in, use the following steps to isolate the issue:
Open the Console utility. It's in the Utilities folder (/Applications/Utilities).
From the File menu, choose Open Log.
In the goto field, type: /var/log/system.log, then click the Open button.
From the Edit menu, choose Find.
In the Find window, type "parse failed" and click the Next button.
Look for log entries that are similar to the following:
{date} Dock[500] CFLog (0): CFPropertyListCreateFromXMLData(): plist parse failed; the data is not proper ISO-8859-1. The file name for this data could be: com.apple.dock.plist -- /Users/us/Library/Preferences/ The parser will retry as in 10.1, but the problem should be corrected in the plist. {date} trident crashdump: Crash report written to: /Users/us/Library/Logs/CrashReporter/Dock.crash.log
For each "parse failed" message that you find, remove the matching .plist file from the ~/Library/Preferences_old folder. The tilde "~" character represents your home folder.
Repeat steps s and t until you have removed all of the .plist files associated with "parse failed" messages.
In the Finder, rename the ~/Library/Preferences folder to "Preferences_new".
Rename Preferences_old to Preferences.
From the Apple menu, choose Log Out. When the login panel appears log back in.
Important: If the issue is resolved, stop here. Otherwise, skip to step 9.
If you log in each time the computer starts up, do the following:
Start up the computer in Single-User Mode.
Check the volume with fsck.
Press Return.
Type: mount -uw /
Press Return.
Type: cd /Users/[affected username]/Library
Tip: Instead of "[affected username]", type the username for your account, or the account that is experiencing this issue. For example, if the username is "theta," type:
cd /Users/theta/Library
Type: mv Preferences Preferences_old
Type: reboot
Press Return.
If you can successfully login, use the following steps to isolate the issue:
Open the Console utility. It's in the Utilities folder (/Applications/Utilities).
From the File menu, choose Open Log.
In the goto field, type: /var/log/system.log , then click the Open button.
From the Edit menu, choose Find.
In the Find window, type "parse failed" and click the Next button.
Look for log entries that are similar to the following:
{date} Finder[500] CFLog (0): CFPropertyListCreateFromXMLData(): plist parse failed; the data is not proper ISO-8859-1. The file name for this data could be: com.apple.HIToolbox.plist -- /Library/Preferences/ The parser will retry as in 10.1, but the problem should be corrected in the plist. {date} trident crashdump: Crash report written to: /Users/us/Library/Logs/CrashReporter/Finder.crash.log
For each "parse failed" message that you find, remove the matching .plist file from the /Library/Preferences_old folder.
Repeat steps o and p until you have removed all of the .plist files associated with "parse failed" messages.
In the Finder, rename /Library/Preferences folder to Preferences_new.
Rename Preferences_old to Preferences.
From the Apple menu, choose Log Out. When the login panel appears log back in.
If the issue persists, follow the steps for "You see a blank, gray screen" below.
____________________________________________________________________
A "BROKEN FOLDER" ICON, A PROHIBITORY SIGN OR A "KERNEL PANIC" MESSAGE APPEARS
When a kernel panic happens, white text on a black background is drawn on top of the last video image on the monitor before the panic occurred. You may see a message that begins with a phrase like "Unresolved kernel trap".
The prohibitory sign, pictured here, appears instead of the "broken folder" icon in Mac OS X 10.2 and later.
This symptom usually occurs when a file or folder has been moved, replaced, or damaged. It could also occur if you use certain hardware or software with your computer. The steps to fix this symptom are in another article titled, "Mac OS X: 'Broken Folder' Icon, Prohibitory Sign, or Kernel Panic When Computer Starts Up". Try the steps in that article. If they don't solve the issue, try these steps:
If you're trying to start up from a Mac OS X installation CD, make sure it's not too old to be used with your computer. Later model computers can't use earlier versions of Mac OS X.
If you've renamed or moved system-installed folders, such as Applications, System, or Library, return them to their original location or rename them using their original names.
Don't modify the privileges of Mac OS X system files. Doing so may cause kernel panics.
These hardware items may produce a kernel panic message during startup. If one of them is installed, check to see if it's causing the issue.
AirPort Extreme card
Matrox RTMac card
128-Bit 2D/3D Professional Graphics Card
PC Card modem
The installer for an application you recently installed could have caused this issue.
If the issue occured after you updated to Mac OS X 10.2.1, see this document.
Mac OS X 10.3 only: If the issue only occurs once in a while (intermittently), do this after a successful startup:
From the Finder's Go menu, choose Go to Folder.
Type the following without quotes: "/System/Library/Extensions/".
Press Return.
In the Extensions window, locate the file named BootCache.kext.
Delete the BootCache.kext file. You may be prompted for an administrator password.
The next time you start up, the startup process could take a little longer than usual as the BootCache.kext file is recreated.
If the issue still occurs, follow the steps for "You see a blank, gray screen" below.
____________________________________________________________________
YOU SEE A BLANK, GRAY SCREEN
Make sure the latest firmware for your computer is installed. Check Apple Downloads for the latest versions.
Disconnect all peripheral devices, except for the Apple keyboard and mouse. This includes ADB, serial, USB, FireWire, SCSI, and PCMCIA devices. If this resolves the issue, connect one device at a time, restarting after each one, until you've determined which device is causing the issue.
Remove third-party hardware upgrades such as memory (RAM), microprocessor upgrade cards, and PCI cards. If this resolves the issue, add back one item at a time, restarting after each one, to isolate the issue. Note: Apple does not provide technical support for Mac OS X when used with third-party microprocessor upgrade cards.
Start up from your Mac OS X installation disc and check the hard disk with Disk Utility or, if necessary, fsck.
If you are comfortable doing so, reset your computer's Power Management Unit. Specific directions are available elsewhere in the Knowledge Base.
Additional tips may be available in this document.
__________________________________________________________________
A FLASHING QUESTION MARK APPEARS
If you see a flashing question mark when you start your Mac, it's probably because it can't find the system software it needs to start up. Usually, all you have to do to get your Mac back up and running is remind it where its software is.
After the flashing question mark appears, one of two things may happen:
The computer starts up normally after a brief delay.
The computer does not start up.
If your computer starts up normally after a brief delay, you probably just need to reselect the startup disk in Startup Disk preferences (Mac OS X) or the Startup Disk control panel (Mac OS 9). It's normal to see the flashing question mark when a startup disk has not been selected. In most cases, reselecting the startup disk is all that is required to resolve the issue.
Steps for any other issue that occurs during startup
If an Ethernet cable is connected to your computer, temporarily disconnect it and restart. If you have enabled NetInfo, you may need to temporarily disable it in the Directory Setup application.
You shouldn't remove or rename any of these Mac OS X system files or folders.
Applications (a visible folder)
automount (an invisible folder)
Library (a visible folder)
mach_kernel (an invisible file)
System (a visible folder)
Users (a visible folder)
Follow the steps for "You see a blank, gray screen" above.
Please let me know more so I can better isolate the issue. Please be very thorough and descriptive in the steps you took and what you see on your screen. Take note of any error messages. A little more detailed information from you will allow me to post shorter responses rather than trying to cover most bases at once.
Keep me posted on your progress and let me know if any of this information was helpful in solving your problem. Otherwise I will dig deeper into specifics, rather than generalizations as exemplified here.
Thanks.
Gary
IF THIS IS YOUR QUESTION AND YOU WISH TO RESPOND, LOGIN HERE FIRST.
