Dropped macbook, now won't get past grey startup screen

Hi everyone,

Apologies first of all if this is a very basic question that has already been answered in these forums. I tried to search for a similar thread but couldn't find one, so here's hoping it's not that my search skills suck. But anyhoo...

So my wife just got a brand new macbook about a week ago, but accidentally dropped it about a foot or two this morning. The "case" which we got from macmall did practically nothing, and I think one corner of the macbook took the brunt of it.

Now, the macbook won't get past the grey startup screen. I'll see the mac symbol, and then a "no entry" (circle with a diagonal line through it) sign, and then the system will just hang.

I've used the Mac OS X install dvd to use Disk Utility to try to repair the hard drive, but Disk Utility didn't find any problems. Everything was green and good to go.

I'm running the Hardware Test now, but I was wondering if anyone here would have any ideas about what to do next, or what is causing this problem?

Thanks in advance!

Update 1: The hardware test said everything was fine, too.

Update 2: It can boot in safe mode! Everything looks good from the safe boot, I've got access to all the files and everything.
But does this mean I'll have to boot in safe mode every time from now on?

Update 3: Wireless internet is working fine in safe mode.
However, when I tried to connect an external usb hard drive (FAT 32, no external power source needed) to the macbook, the macbook won't recognize it. Does booting in safe mode affect the usb ports?

Update 4: Magically, the macbook has started working again! No need to boot it from safe mode, it goes all the way through now.
However, is there still cause for concern, ie, is it only a matter of time before something worse happens?
Apart from the "Disk Utility" on the OS install dvd, are there any other diagnostic programs I should run?

Update 5: And just as magically, now it doesn't work. Now it'll boot normally 50% of the time, with the other 50% stalling at the grey screen with the "prohibitory" sign.
Safe mode still works. Apple store it is, then.

Thanks again to everyone for helping!

 

Try this? http://support.apple.com/kb/TS1892?viewlocale=en_US

 

No direct help to the booting issue.

If the laptop suffered damage, maybe your merchant credit card offers some sort of insurance from accidental damage or theft for a limited time after the purchase.
You may want to act upon this possibility asap while the window may still be open for a claim.

 

Update 1: The hardware test said everything was fine, too.

Update 2: It can boot in safe mode! Everything looks good from the safe boot, I've got access to all the files and everything.
But does this mean I'll have to boot in safe mode every time from now on?

Would it be worthless to try taking it to a mac store?

 

If you have another intel based mac nearby, get a firewire cable and try to boot into that mac via target mode.
Start the other "donor" mac in target mode "press and hold the T key at power on, Once you have the firewire logo on screen, go ahead and connect the firewire cable from that donor mac to your mac, now start your mac and press and hold the options key. You should then see the donor mac's hard drive as a firewire drive, click onto it and try to boot.

If all is well here reverse the process on your mac to help determine if the OS or hard drive is the issue.

Or
If you have an external firewire hard drive, you could always try to restore onto the drive to see if all goes well.

If not, while in target mode, this should at least help you recover any files from the hard drive that may be needed prior to a full restore.

 

Unfortunately I don't have another mac, let alone another intel based mac.
Is there anything I can do with a windows laptop nearby?

 

Try reseating the RAM. It *might* be loose. Of course, you'll have to take apart most of the computer to even get to the RAM...

 

@ Greg,

When I did the Apple Hardware test, the test said everything was ok, and when I checked the "memory" tab of my hardware profile, it recognized all 4gigs of ram that I should have.
Does that program accurately tell me whether or not the RAM is physically ok, or should I still take apart the macbook?

 

Update 4: Magically, the macbook has started working again! No need to boot it from safe mode, it goes all the way through now.
However, is there still cause for concern, ie, is it only a matter of time before something worse happens?
Apart from the "Disk Utility" on the OS install dvd, are there any other diagnostic programs I should run?
Thanks again to everyone for helping!

 

I think something got knocked loose and the problem is going to creep back up with a simple bump.

 

@ surfasb

And.... you were right.
Just got back from dinner, tried booting it up again, and this time it just stopped at the "prohibitory" sign.
I had to boot it in safe mode.

Would anyone know a website with a good walkthrough as to how to open a macbook, what should be where, etc?
Also, would opening up the macbook void the warranty?

 

http://www.ifixit.com/Guide/Repair/Installing-MacBook-Pro-13-Inch-Unibody-Battery/1332/1

There's not much to it.

 

Don't take it apart yet!!!


Before you open it up, I would at least let the Apple Store take a look at it. They may or may not replace it for free. You have nothing to lose. Plus they will do the work for you and find out what is wrong with your laptop

 

Ok, apple store on friday, then.

On a side note, anyone know how to get the sound/speakers to work in safe mode?

 

Don't know if you can, Safe mode usually only runs drivers and programs that it needs to.

Does the MB have any physical damage?

 

There's a little minor scuffing of one edge, like a 1cm x 1cm.
As for the macbook having problems, now it'll boot normally 50% of the time, with the other 50% stalling at the grey screen with the "prohibitory" sign.
So, unfortunately, not back to normal.

 

If you can't bluff it past the Apple Store, then replacement HDD's are cheap. I'd get one, swap it, reinstall (not clone) the Mac and see if it suffers from the same problems.

 

Hmm, when you say "bluff it," are there certain things I shouldn't say?
Would admitting that I dropped it basically kill any chance that they'd help me, or something along those lines? What're their usual practices?

 

Admitting you dropped it would probably kill your chance that they would fix it. Apple Cares does not cover accidental damage, that's why I asked if there was any physical damage. Now I'm not saying lie to them, just chose your words carefully.

 

Or just don't say anything at all. Hand them the receipt and say "No speak engrish!"

Just tell them it doesn't boot normally and only in safe mode sometimes. Then shrug your shoulders.

 

Just say...

'It bwoke'
​

Seriously - just explain what it *doesn't* do. If they ask about impacts, just say it's your wife's and you don't know any more about it.

I don't know how accommodating they'll be in this respect. Personally I've never taken in a Mac due failure from impact, since all the impacts my machines have suffered hard enough for internal damage (and actually, much less) to take place have meant significant cosmetic issues - and I don't as a rule carry anything but pristine-looking machines, which means I just either sell it dead cheap if it's fully functional, or give it away if not.

 

Since apple has included directions within the user's guide on how to upgrade both the ram and hard drive with the disclosure that if you break something it will not be covered.
It can be difficult to remove them tiny screws without scratching the heads.
I would just leave it alone for now and bring it to apple.
And yes, be very careful of what you tell them, keep the topic to the point, The darn thing won't boot all the time, by all means i am not suggesting to lie, if not asked, don't tell.
To minimize your time at the store, you may want to back up any files you must keep while you have it at home, then when apple asks if you need any data, you can simply say no, i bet they first replace the hard drive.
If that fails, they may replace the laptop altogether so long as you smile & be polite.

 

Control your anti-Apple sentiments Vogelbung.

It does amaze me though how often people drop laptops. My MacBook Pro is fragile and expensive, and thus I treat it accordingly- like gold. If you're deliberately careful when handling it, I don't see how you could ever drop it- but it seems like people toss them around like they're cellphones.

 

It's true, when I run out of frisbees to toss, I usually use my notebooks.
Expensive hobby, but man you should see my biceps and triceps.

On a serious note, thanks to those who gave helpful comments, we'll see how the genius bar goes.

 

Only if everyone else controls their Apple-zombie sentiments.

And it's a (laughably non-)'Pro' laptop, not a glass sculpture.

 

he was actually doing a decent job.

well, ^^^ he was...

 

On another note, if you want a decent sleeve, don't buy those neoprene memory foam junk. Get something thicker.