36      iPhone_iPad_Mac_apple

iMac 27" 2011 shuts down before it starts

Hi. Mail suddenly updated. All went slow. Beach ball at every click. I shut down to restart but now it shuts down before it starts. Tried 50 times. Urgent and panicking as lots of files on it. 

iMac 27" 2011 upgraded to Sierra in Jan/Feb this year in one leap.   That was traumatic. 

Thanks.

Ann.

Shut down your Mac and determine if it will restart in "Safe Mode". To learn how to do that please read Use safe mode to isolate issues with your Mac - Apple Support.

Assuming your Mac boots in that mode, create a backup if you have not done so already. To learn how to do that please read https://www.apple.com/support/backup/. To learn how to use Time Machine read Use Time Machine to back up or restore your Mac. The reason for creating a backup is that the symptoms you describe could be indicative of an impending hard disk drive failure, so securing your data is a primary concern.

While still in "Safe Mode", observe and describe how your Mac works while in that mode. Then, and only after the Time Machine or other backup finishes, restart normally. If the same problem returns, please read the section If an issue doesn't happen in safe mode for Apple's recommended actions.

Finally, you can temporarily create a new User Account, and log in to that account to determine if the problem also exists when logged in to that Account. To learn how to do that read How to test an issue in another user account on your Mac. When you are finished troubleshooting, you can remove the temporary User Account by following these instructions: macOS Sierra: Delete a user or group. Before removing it, confirm you don't need any of the files you might have created in that Account.

Let me know what you determine.

Jeez. Deep breath. I'll study that and let you know. Got to go with docs half done just now:(

Thanks again

Ann

It shuts diwn in safe mode too.

In that case an SMC Reset is justified. Please read Reset the System Management Controller (SMC) on your Mac - Apple Support and follow the instructions for "Reset the SMC on Mac desktop computers".

Indicators that the SMC might need to be reset

 

• ...
• The computer sleeps or shuts down unexpectedly.

If the problem continues and you are quite certain the iMac is plugged into a power receptacle known to be good, you might try substituting another power cord. They are generic and any power cord that fits will be acceptable for the purposes of that test.

If the iMac continues to shut down unexpectedly then please Contact Support. It may be suffering from the same power supply problem that seems to have affected that particular model iMac. If you are required to pay for a replacement power supply, it is not prohibitively expensive.

Will SMC mean I'll lose files? I know I don't have much choice.  Tried different socket. Switch off and on removing power cord in between. No joy. SMC it is so. I don't know if my iMac is Intel or not though.

No luck. Sounds bad. Ext hard drive won't work on Windows laptop. And files on iMac are vital :(  I'm really worried now.

Hi John

I haven't forgotten you!  I'd like to update you finally with our long story!  It all began in Jan 17, and to cut a very long story short, yourself and Old Toad got to the bottom of the problem for me...the wrong RAM was in our iMac all the time.

I contacted the shop where we purchased it in Feb 17, and the first guy (after a few emails) said yes they'd sort it out.  Then he vanished just when we were to arrange a day to do it.  I contacted a second lad (head of Customer Service no less) and exactly the same thing happened.  I contacted a third guy who promised the same.  Now it is May 17.  Finally, we brought it to the shop and asked that someone please fix it.  After a very rude "No" we insisted.  He said he knew nothing about it.  We forwarded him all of the numerous emails and had a printout for him to read.  He refused unless we paid.  Another month went by, finally we sought advice from Citizen's Advice, and suddenly there was a panic to fix it.  However, due the extra pressure on the hard drive it decided to just die and had to be replaced also.  Not great customer service at all.

We finally have it back about a week, it is working very well, but a lot of previous stuff has to be re-installed.

So - thank you both so very very much for pointing us in the right direction, and we sure appreciate it.

Ann

最后更新：2017-09-20 04:22:42

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