Foxvideo Productions

Media Production

Apple(do)Care!


OS X El Capitan

This time last week I was in total panic and meltdown, I thought I’d killed my MacPro. It all started when I got a desktop update notification telling me there was an OS X update from 11.3 to 11.4 no big deal I thought so I allowed it to go ahead.

After downloading the update it started to install and at one point restarted my MacPro, it then came up with an error message in the lefthand corner of the screen I’ve never seen and, before I could read it all, it went into a re-boot loop constantly re-booting. I have 3 different boot drives, 11.3 used for normal day to day stuff, an 11.3 FCPX dedicated boot drive and 10.8.5 just for Final Cut Pro 7, booting to either of the other operating systems (using the Alt key) worked fine.

After a quick coffee I started to look around the Apple user forums, there didn’t seem to be any other reports which made me think it was unique to me leaving me to wonder how I could sort it, I didn’t have a Time Machine backup and cloning the FCPX 11.3 system would lose all my Apps and Data. I did boot to the FCPX 11.3 drive and save off all the data I didn't have backed up elsewhere from the failed install drive to a spare drive, then had another coffee to try and work out what to do.

After a few hours, a couple of posts with similar problems had appeared on the Apple user forums, one had a possible answer - delete a Library extension called SUIDGuardNG.kext. I booted to the FCP 7 10.8.5 drive, found the file on the faulty 11.3 boot drive and deleted it. A reboot to the faulty 11.3 install and I got past the error message and I sat looking at a black screen for the next 90 minutes or so after which the familiar OS X screen and progress bar appeared, another 15 minutes or so of computer activity and I had my normal desktop back with all my Apps and Data!

I went back to the Apple forum, by now more posts had appeared, all with the same problem so I posted a ‘thank you’ saying it had solved my failed install, the MacPro is still working fine 4 days on and a few posts reporting the problem and solution have appeared since.

An interesting thing then happened on Tuesday night around 20.30, I got a phone call from a young lady saying she was calling from Apple and could I send details of the initial problem, how I sorted it, my system specs and logs of the failed install to Apple!

My initial reaction was one of suspicion, we’ve all had calls from a foreign sounding ‘representative of Microsoft’ saying they’d detected a virus on a computer however, after a few checks and 2 emails later I was convinced it was a genuine call (I’m not going to detail how I verified it was genuine), so I sent full details and logs to Apple. It’s interesting that the Apple forum I read often has posts complaining about a specific problem aimed directly at Apple with a follow up post from a forum member saying that Apple don’t read the forum and to direct the problem via the normal Apple channels - obviously not true any longer.

(PS - Time Machine drive now in use!)

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