Hello, Is there anyone who can help me (I don't know anything about computers...) My MacBook Pro no longer recognizes my password. I turned it on this morning normally, it displays my welcome page which is my session and asks for my password, which I enter, and it doesn't recognize it. I can no longer access my files or anything else. I tried to change my password but it’s impossible; there are only options to suspend, shut down, or cancel with nothing else displayed. Thank you in advance for your help.

My Macbook no longer recognizes my password. : CCM

Réponse 1 / 9

DarkSpX Posted messages 88 Status Membre 17

Hi, it may be that your computer has changed its keyboard layout. Here's another keyboard layout. Try entering your password using this layout.

katy

It's very nice of you to respond to me, I tried my password (which is mom's name in uppercase) in QWERTY mode with and without uppercase and it doesn't work :(

DarkSpX Posted messages 88 Status Membre 17

Hum, I don't have any ideas about the problem... I think that since you are on Mac, they will know more than I do about the subject. I'll do my research, and I'll keep you posted!

katy

Thank you, that's very kind of you. I tried again this morning, but the problem remains the same.

sandrasabell

A big thank you DarkSpX.
I had the same problem as Katy and thanks to your information, I was able to restart my MBP. I hope the problem won't come back!

DarkSpX

I'm glad to have helped you!

Réponse 2 / 9

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370

I've therefore lost Katy!

To insert an image, you need to click on "Reply to the topic," and you should see this:

Click on the framed icon and specify your image, which must be on your desktop.
If it doesn't work, you can upload your images to a hosting site and include the link in your message.

http://imagik.fr/
https://www.casimages.com/

It's normal that you don't have the same column as I do; I have 4 hard drives in my Mac Pro, and I've framed one for the example.

I'm looking forward to seeing your image.
--
When it's urgent, it's already too late (Talleyrand)

doujalinda Posted messages 1 Status Membre

re,

Thank you again for your help and especially your patience. Below are the images from the startup of the Macbook to the permissions step...

Réponse 3 / 9

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370

Re,

Images to explain!
1 - you only select the SOS tab, otherwise you're going to mess things up!

2 - If you select the first line of your hard drive, you only have access to the verification or repair of the hard drive and not to the partition, OK?

3 - If you select the partition, i.e., the line below, you can act on the repair of this partition and on the repair of the permissions, OK?

Is it clearer? (Click on the images to show them in normal size.)

Come back if you have any doubts!

Note: sign up, it will be easier to find your messages, especially if you need to come back for new questions.

When it's urgent, it's already too late (Talleyrand)

doujalinda Posted messages 1 Status Membre

Hello,

Thank you very much for all these detailed explanations and images. I followed your advice and registered on the site: doujalinda formerly katy

I took pictures of the Mac and what it displays and I would like to send them to you; do you have an email if that’s possible, of course. I tried to attach them in my comment here but I couldn’t do it

In your images, I can see the white column on the left with several titles, but on my Mac, there are only 4 lines in the same column as yours

( there is an icon of the Hard disk) 500.28 Go Apple SSD SM
Macintosh HD
-------
( an icon of a small disk with a CD or something like that ) disk1
( Icon of an orange box) OS X Base System

Réponse 4 / 9

doujalinda Posted messages 1 Status Membre

images

Réponse 5 / 9

doujalinda Posted messages 1 Status Membre

continuation of the images

Réponse 6 / 9

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370

You added the latest images that respond to the question I just prepared:

Since then, have you tried your password again? What was the result? Does your Mac restart normally?
Do you have a Time Machine backup?

When it’s urgent, it’s already too late (Talleyrand)

Réponse 7 / 9

doujalinda Posted messages 1 Status Membre

Thank you. As I mentioned before, I followed the instructions to the letter, but the permission section is greyed out, so there's no way to click on it. I was away for a few hours, and my husband wanted to play the hero. I don't know what he fiddled with, but when I turn on the Mac, here's the image it shows me. Then he asks me for an internal code (proudly, my husband says, "Yes, I clicked on reinstall," which took two hours. After that, they asked for a code and I put your name, grrrrr.) I know we are far from the world of IT.

Then I turned off the Mac and turned it back on while holding down cmd and R, and here are the photos. They ask me for the internal code that I type in, it goes into search mode. Four minutes later, it displays the OS X Utilities screen, and I notice it no longer detects Wi-Fi. I reconnected without any issues.

I don’t have a Time Machine backup; I tried, but nothing.

Am I really that much of a lost cause? :(

Réponse 8 / 9

doujalinda Posted messages 1 Status Membre

[http://static.commentcamarche.net/www.commentcamarche.net/pictures/Qxy0tEA7P8cp8ScEbbFUdQDRQ0gHoCH5goTJXfwfro1lYp516dGLykfE2adTB1cX-image.png [image:http://static.commentcamarche.net/www.commentcamarche.net/pictures/Qxy0tEA7P8cp8

ScEbbFUdQDRQ0gHoCH5goTJXfwfro1lYp516dGLykfE2adTB1cX-image-s-.png|3264px||center]|fancy]

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370

I'm sorry, but I don't understand anything anymore; there have been too many mistakes made. I advise you to go to an Apple authorized service center to get everything back in order.

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370 > Katy

Hello Katy,

I don’t think the hard drive is dead because, if I recall your message correctly, your Mac starts up fine but you can’t enter your password!
Replacing the hard drive is certainly a mistake; if it were dead, you wouldn’t be able to start your Mac, you’d see a blank page with a question mark in the center, meaning the Mac can’t find a startup disk.
I provided you with the steps to reset the password, but you didn’t follow them, which is a shame.
You will lose all your data unless the Apple authorized service center makes a backup and reinstalls it, but.....

Good luck, but I fear we might see you back here soon; I hope I’m wrong for your sake. Please come back to share the outcome. Thank you.

katy > dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention

Hello Dédé.

I assure you, I really appreciated your help and especially your patience. I followed your instructions as best I could, but I admit I'm completely useless with computers (it's like Mandarin to me). For others, it’s very easy, but for me, there's nothing to be done. It’s like I’m talking to you about cosmetics or cooking, haha, you’d probably have the same reaction, I think. :)

I took your advice into account, I contacted Darty by phone to get assistance (Problem: I live abroad for a set period, due to work... and even with my purchase number and advance payment to be made by credit card, it was no longer guaranteed; they didn't want to assist/help me from a distance, I think for security reasons).

So I turned to the local IT guy, he seems reliable... We'll see... It does seem strange to me about the hard drive because the Mac is from 12-2013 and not so loaded. Only family photos and 5 or 6 iTunes applications. That’s it, no movies or anything... We'll see...

In any case, thank you again, and I'll keep you updated. I should have news either Wednesday evening or Thursday morning, and I’ll let you know what’s going on.

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370 > katy

Well, I'm not surprised by Darty, and yet, the legal warranty in France is two years! If they don't apply it and if your hard drive is really recognized as defective, you will be entitled, with proof in hand, since you are currently outside France, to claim a refund for the costs.
But it will be difficult; they will find arguments to wriggle out of it.

The "local" technician may be reliable but does not necessarily know Macs.
Could you not wait until your return to France to go to an authorized Apple center? (although not all of them are very competent, I know that for a fact!)

Wait and see!

@++

katy > dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention

They are very ... at Darty, to avoid speaking ill. I won't buy anything from them again. I already had to insist strongly and several times to get the Assistance service (even though they told me they couldn't transfer my call). Unfortunately, I still have a year and a half abroad, and I can't see myself putting the Mac in the back of a drawer.

I'll tell you what happens tomorrow evening or Thursday morning (upon its reception). The technician is a small family-run shop: on their sign, they also specify Macintosh repairs. When I dropped it off, I saw tourists coming to pick up their laptops and another collecting his smartphone.

Thank you and have a nice day. See you soon.

Réponse 9 / 9

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370

Hello,

What OS are you on? (Mac OS X 10.x.x) The Apple menu/About This Mac will tell you.

--
When it's urgent, it's already too late (Talleyrand)

katy

Hello dede74000, thank you for responding. Honestly, I don't know what OS I'm on. When I turn on the MacBook Pro, I just see the login screen (username and password) and just above in the middle a large Apple logo. I click on it, but nothing appears. I can't access anything. I see in the top right corner the battery icon, the Wi-Fi icon, and the time, that's it.

I connected my iPhone to the MacBook Pro (just to check), the iPhone recognizes it and even shows a hotspot connection between the two devices that I had forgotten to turn off.

Thank you in advance for your help.

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370 > katy

Hello Katy,

Do you see the little apple in the top left of your menu bar, opposite the battery and wifi icons? If so, do as I explained above, if not, tell me what year your MacBook Pro is.

katy > dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention

No, not at all, I took a photo of the MacBook turned on but I can't send it to you under my comment

I bought this MacBook Pro in mid-December 2013 (thankfully I kept its packaging :) mentioned Portable 15-inch High Performance with Retina display.

dede74000 Posted messages 26996 Registration date Status Contributeur Last intervention 5 370 > katy

OK, he is therefore running Mac OS X Mavericks.

You restart your MBP while holding down the cmd and R keys, without releasing them until you reach the Utility window. Then you launch Disk Utility and perform a disk repair and a permissions repair. When it's finished, you restart normally and let us know the result; we'll see after.

katy

Good evening dede74000, thank you very much for your help.

I'm a bit clueless, I followed your step and now I'm stuck. I don't know how to start the permissions repair. I followed the steps correctly and it works well, but I don't know what the permissions repair is. Helpppp. And thanks again.

My Macbook no longer recognizes my password.

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