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User profile for user: Sugarcharlie
Sugarcharlie Author
User level: Level 1
4 points

Frozen MacBook Air

I opened my computer and a white page appears with a file symbol with a question mark in it that keeps flashing. I’m hoping I don’t have a virus. I shut it, turn it off and on but it keeps coming back. I don’t have a cursor symbol to move. Please help!

iPad Air 2, iOS 11

Posted on Jan 21, 2020 5:39 PM

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User profile for user: donv_the_ghost
donv_the_ghost
User level: Level 9
50,961 points

Jan 22, 2020 3:34 AM in response to Sugarcharlie

I would enter the Apple Recovery Environment and reinstall my system using the option of not erasing my drive. See these instructions. https://support.apple.com/en-us/HT204904 As indicated above, there are some other options to try, but I'd prefer a system do-over.

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Frozen MacBook Air

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