Updates are important for all computers, but sometimes they can get stuck. Follow these tips to get working again.
Overview
Whether you started the update yourself, or the computer began the updates during off hours, sometimes the reboot process can get stuck, usually at a black screen with the Apple logo. There are a few things you can try to get working again before you call for help.
Issue
During an update, a Mac gets stuck at the black screen with Apple logo.
Resolution
Give it a few minutes
- Set a timer for five minutes and walk away, to make sure you're giving it enough time to show some progress. If you see a moveable mouse cursor on the screen, move it to the right side of the progress bar below the logo. This gives you a bookmark to make it easier to see if the computer is logging progress in its startup routine.
- If it's making progress, but slowly, allow it to complete the boot-up.
- If the computer has made no progress after at least five minutes, continue to the next section.
Force a restart
- Unplug any extra devices from the computer (leave only mouse, keyboard, power, and network) and hold down the power button until the backlight, screen, and keyboard lights turn off and the computer is completely still. This should take several seconds.
- Press the power button again. You should hear a startup chime. If you don't hear the chime, try again and hold the button in for longer.
- Your computer should attempt to complete the update again. Expect a longer than usuall startup, but it shouldn't get stuck again. Go back to the above section if you need guidance.
- After you've logged in, reconnect any extra devices that you had to unplug in step one.
If one forced restart doesn't work, contact the Helpdesk
- One restart should do it, so if you don't have success with just one, please contact us for further assistance.