FAQ

  • To boot your Mac in Safe Mode, please be sure that your Mac is shut down. Press the power button. Immediately after you hear the startup sound, press and hold the Shift key. The Shift key should be pressed as soon as possible after startup, but not before the startup sound. Release the Shift key when you see the Apple logo on the screen. After the Apple logo appears, it may take longer than usual to reach the login screen. This is because your computer is performing a directory check as part of Safe Mode. If your Mac starts up as expected, try restarting immediately.

    This will force the system to perform several maintenance routines and load essential system software. After this, you can reboot normally.

    1. If it didn't work, try to reset NVRAM and PRAM:
      • Shut down the computer again;
      • Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys simultaneously in step 4;
      • Turn on the computer;
      • Press and hold the Command-Option-P-R keys. You must press this key combination before the grey screen appears;
      • Hold the keys until the computer restarts and you hear the startup sound for the second time;
      • Release the keys.
    2. Reset the SMC:
      • Shut down the computer;
      • Disconnect everything from the computer except the power;
      • After the computer is turned off, press the Shift-Control-Option keys (on the left side) and the power button at the same time. Hold all 4 keys for about 5-6 seconds;
      • Release the keys and the power button at the same time;
      • Press the power button to turn on the computer.
  • Some troubleshooting steps that you can follow to fix this issue:

    • Try to reboot the Mac in safe mode to fix the error. To do it, be sure that your Mac is shut down. Press the power button. Immediately after you hear the startup sound, press and hold the Shift key. The Shift key should be pressed as soon as possible after startup, but not before the startup sound. Release the Shift key when you see the Apple logo on the screen. After the Apple logo appears, it may take longer than usual to reach the login screen. This is because your computer is performing a directory check as a part of Safe Mode;
    • Use Disk Utility to get rid of hard drive errors. If there are problems with the disk, repair it by using the 'Verify and Repair permission' options;
    • If a Mac shuts down because of overheating, then we recommend keeping it off for a while to cool it down. You can also apply thermal paste to reduce overheating of the drive.
    1. If everything is ok with your network, this may be cache or cookies issue. Try to reset the Safari settings:
      • Open Safari;
      • Click the Safari menu at the top (on the right of the Apple logo);
      • Click the Preferences/Privacy tab;
      • Click Remove All Website Data;
      • Close Safari.
    2. Delete Safari cache files:
      • Open the Finder;
      • Click the GO menu at the top and hold down the Option key. This will show the user library folder;
      • Open the Library and look for the Caches folder;
      • In the Caches folder, open the ‘com.apple.Safari’ folder;
      • Move the Cache.db file to the Trash.
    3. This should solve the problem. If this doesn’t help, try to turn off the Safari extensions.
      • Open Safari;
      • Click the Safari menu at the top (on the right of the Apple logo);
      • Select Preferences;
      • On the Extensions tab, turn off all extensions;
      • Relaunch Safari.
    1. If you have problems when opening webpages in Safari, try these steps:
      • Navigate to Safari menu (upper-right corner of your screen next to the Apple icon), choose "Quit Safari", press "Shift", and then, while holding this button on your keyboard, click the Safari icon in your Dock;
      • Open Safari, and then go to Preferences - Privacy - Remove All Website Data;
      • If you still cannot load webpages, open the Go menu with the Option (Alt) key pressed. Then go to Library, locate the Safari folder, and move it to your desktop. If it helps, you can move this folder to the Trash.
    2. As a final step, you can try this:
      • Shut down your Mac;
      • Wait until your computer turns off, and then press the power button;
      • After you hear the startup tone, press and hold the Shift key;
      • Release the Shift key when you see a grey Apple sign and the progress bar below this sign;
      • When you see the desktop, start the Disk Utility scan to detect and repair file system errors (don't forget to choose your main hard drive);
      • Click Verify Disk and then, if asked to fix problems, click Repair Disk;
      • Click Verify Disk Permissions, and then click Repair Disk Permissions;
      • After the process is finished, shut down your Mac and turn it back on after about 30 seconds.
  • If you have difficulties with the Finder, the first thing that you need to do is restart your Mac. If it doesn’t help, try these steps:

    • Open the Go menu with the Option (Alt) key pressed;
    • Go to Library - Preferences and locate the file called ‘com.apple.finder.plist’;
    • Move it to the Trash and restart your computer.
  • If you have difficulties with iTunes, restart your Mac. If the problems persist, try updating the app to the latest version that is available at the moment. If these basic troubleshooting steps don’t work, you will need to carefully follow the instructions below:

    • Move iTunes to the Trash;
    • Open the Go menu with the Option key pressed;
    • Go to Library - Preferences, locate the file called "com.apple.iTunes.plist" and delete it;
    • Restart your Mac, download iTunes from Apple’s official website and install the app once again.
  • If you have a serious problem with your Mac and usual troubleshooting steps (Safe Boot, Resetting NVRAM or System Management Controller, etc.) don’t help, you may need to restore the computer to factory settings. The steps below will help you to do this.

    First of all, save all files you want to keep (photos, documents, etc.) on a separate drive or in the cloud. Make sure you are connected to the Internet. After that, follow these steps:

    • Restart your Mac. When it restarts and the grey screen appears, press and hold the Command and R keys;
    • Select Disk Utility and click Continue;
    • Select your startup disk on the left and click the Erase tab;
    • From the Format menu, choose Mac OS Extended (Journaled), enter a name, and then click Erase;
    • Select Reinstall OS X, click Continue, and then follow the instructions on your screen.
    1. The temperature of your Mac may depend on active applications and processes. Games and videos consume the CPU resources and thus increase the temperature of the computer. At the same time, simple Internet browsing and applications like Mail, Notes, etc. don’t put a heavy load on the hardware. To determine what applications make your Mac hot, take a look at the instructions below:
      • Go to the Finder - Applications - Utilities;
      • Select Activity Monitor, this will list all running software processes;
      • Look at the % CPU, which has the biggest number running;
      • Try to quit or stop that process or processes.
    2. If it does not help, try resetting the System Management Controller:
      • Shut down the computer;
      • Disconnect everything from the computer except for the power;
      • After the computer is turned off, press the Shift-Control-Option keys (on the left side) and the power button at the same time. Hold all 4 keys for about 5-6 seconds;
      • Release the keys and the power button at the same time;
      • Press the power button to turn on the computer.
    1. Try these steps:
      • Shut down your Mac;
      • Wait until your computer turns off, and then press the power button;
      • After you hear the startup tone, press and hold the Shift key;
      • Release the Shift key when you see a grey Apple sign and the progress bar below this sign;
      • After you see the desktop, start Disk Utility scan to detect and repair file system errors (don't forget to choose your main hard drive);
      • Click Verify Disk and then, if asked to fix problems, click Repair Disk;
      • Click Verify Disk Permissions, and then click Repair Disk Permissions;
      • After the process is finished, shut down your Mac and turn it back on after about 30 seconds.
    2. Please reset the System Management Controller (SMC):
      • Shut down the computer;
      • Disconnect everything from the computer except for the power;
      • After the computer is turned off, press the Shift-Control-Option keys (on the left side) and the power button at the same time. Hold all 4 keys for about 5-6 seconds;
      • Release the keys and the power button at the same time;
      • Press the power button to turn on the computer.

    We also recommend upgrading your RAM.

  • Open your web browser with the 'Shift' key held down and check if any suspicious extensions remain (we'd suggest that you uninstall all extensions):

    1. If you use Safari:
      • Open the browser, click its name at the upper-left corner of the screen and select Preferences (or Press 'Command(⌘) - ,') → Extensions. If you see any unknown extensions, click their names and choose Uninstall. Examples of ad-injection extensions: Cinema-Plus Pro; Flashmall; GoPhoto; Omnibar; Shopy Mate. Spigot Extensions: Amazon Shopping Assistant; Ebay Shopping Assistant; Searchme; Slick Savings.
      • Use the Command-Shift-G shortcut to call the Go to Folder option. Paste the following in order to remove Buca Apps, Conduit, Downlite, Genieo, MyBrand, Trovi, and Vsearch. Press Return. If there is no such item on your Mac, you will see the message. If it opens a new window with the item that you have searched for, drag it to the Trash (this may ask for admin password).
        /Applications/cinemapro1-2.app
        /Applications/Genieo
        /Applications/InstallMac
        /Applications/Uninstall Genieo
        /Applications/SearchProtect.app
        /Applications/WebTools.app
        /Library/Application Support/Conduit/
        /Library/InputManagers/CTLoader/
        /Library/PrivilegedHelperTools/com.genieoinnovation.macextension.client
        /Library/PrivilegedHelperTools/Jack
        /System/Library/Frameworks/VSearch.framework
        /System/Library/Frameworks/v.framework
        ~/Applications/cinemapro1-2.app~/Library/Internet Plug-Ins/ConduitNPAPIPlugin.plugin
        ~/Library/Application Support/Genieo/
        ~/Library/Application Support/com.genieoinnovation.Installer/
        ~/Library/Internet Plug-Ins/TroviNPAPIPlugin.plugin
      • Restart your Mac and empty the Trash.
    2. If you use Google Chrome: Open the browser, click its name at the upper-left corner of the screen and select Preferences (or Press 'Command(⌘) - ,') → Extensions. Click the Trash icons to the right of extension names. Delete Chrome's cache files, and other browsing data (Please check this Google article: https://support.google.com/chrome/answer/95582)
    3. If you use Firefox: Try resetting the web browser by taking steps from this Mozilla article: http://mzl.la/MnSTZB

    Important: Following the instructions in Step 2 will reset Firefox to its default state. Most user data will be moved to a special folder on your desktop. If you need to recover the data, see this article: http://mzl.la/LOAFED