Question mark on start up?

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MacBook Air 13" Early 2014

The April 2014 update of Apple's 13" MacBook Air features refreshed dual-core i5 and i7 processors, plus slightly increased battery performance.

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lukewcleary @lukewcleary

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Postado: 23 de mai de 2018

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Question mark on start up?

Hi all,

My macbook air stopped working this morning, on startup it shows a file folder with a question mark flashing. I've tried command R but I then get a lock symbol and a password prompt. I've tried my log in password but that's not working, could this be an admin password? I've never set up an admin password (at least I don't think i have) so I have no idea what this could be, is there a way around this? It should be noted that the Air is an ex work laptop which I bought from the crowd I was working for a couple of years ago when they upgraded all their work units, I've never had an issue with it before now and the company I worked for was bought over so I have no contacts in IT anymore. Is it buggered or will I be able to fix it? Thanks in advance.

Hi Mayer, thanks very much for getting back to me. Here's a shot of what I'm getting, could it be icloud locked? I've never used icloud on it, I only do that with my iphone as the macbook is used for working. I have no idea how to fix that if it is?!

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Try your Apple ID you use for getting into iTunes see if that gets your through. You may need to use your iPhone to get to the iCloud account and unlock your MacBook Air

25 de mai de 2018 por Dan

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Randy Chacon @rchacon0112

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Postado: 25 de mai de 2018

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The lock with a password prompt means that the machine is firmware locked. What that means is someone loaded the firmware utility and added a password. If you do not know what the password is you will have to go to an apple store with the receipt from when you purchased it so they can remove the lock. Also it will take about 48 hours to have this done. They can also scan the hardware of the computer to see if the folder with a question mark is due to a faulty hard drive, or just needs a reinstall.

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Thanks Randy, unfortunately I have no idea where the receipt might be as it's more than 3 years since I bought it from my old job and I've moved house since then. Do you think if I replaced the hard drive with a new one that this might solve this, as it sounds like there could be a deeper issue than just a firmware lock. I may have to consider binning it if I can't get it fixed, and I know that apple won't fix anything without a receipt.

25 de mai de 2018 por lukewcleary

Unfortinitely without the password or receipt there would be no way of removing the firmware lock and with a firmware password even if you were to replace thr hard drive there would be no way to install the new os because of the firmware password. Essentially the firmware prevents you from changing which start up disk it uses. Now if you were to take the computer somewhere where they can attempt to mount the disk and they can and it has no problems then your problem may lie in the logic board. If you replace the logic board ther may be a chance where the firmware lock will be gone. If this is the case i would wipe the drive and do a clean instalaton just in case.

25 de mai de 2018 por Randy Chacon

This is starting to sound like more hassle than it's worth, I think I'll just bin it and shell out for a new one. Which is a shame cos I love this Macbook, and they're %#*@ expensive to replace. Thanks for you help buddy, it's very much appreciated.

25 de mai de 2018 por lukewcleary

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Try your Apple ID you use for getting into iTunes see if that gets your through. You may need to use your iPhone to get to the iCloud account and unlock your MacBook Air — Dan
Thanks Randy, unfortunately I have no idea where the receipt might be as it's more than 3 years since I bought it from my old job and I've moved house since then. Do you think if I replaced the hard drive with a new one that this might solve this, as it sounds like there could be a deeper issue than just a firmware lock. I may have to consider binning it if I can't get it fixed, and I know that apple won't fix anything without a receipt. — lukewcleary
Unfortinitely without the password or receipt there would be no way of removing the firmware lock and with a firmware password even if you were to replace thr hard drive there would be no way to install the new os because of the firmware password. Essentially the firmware prevents you from changing which start up disk it uses. Now if you were to take the computer somewhere where they can attempt to mount the disk and they can and it has no problems then your problem may lie in the logic board. If you replace the logic board ther may be a chance where the firmware lock will be gone. If this is the case i would wipe the drive and do a clean instalaton just in case. — Randy Chacon
This is starting to sound like more hassle than it's worth, I think I'll just bin it and shell out for a new one. Which is a shame cos I love this Macbook, and they're %#*@ expensive to replace. Thanks for you help buddy, it's very much appreciated. — lukewcleary