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Hi all, my son's 2012 macbook air is stuck on the apple logo start-up screen. I've spoken to Apple support who just sent me an article to follow but it's not working. Any suggestions? I want to do a fresh install to Catalina if possible and hopefully my daughter can use it for Adobe work.
Perhaps you can provide some more and exact details on how the process is failing and the exact error messages you receive and at what point in the process this occurs. Details matter. How are you booting the macOS installer?
See if you can boot into Safe Mode. If you can boot into Safe Mode, then you likely have some sort of software issue. You can either attempt to resolve the software issue or you can create a bootable macOS USB installer. If you have access to another Mac compatible with Catalina, then you can use that other Mac to create a bootable macOS USB installer.
FYI, Apple now hides the physical drive from view with later versions of Disk Utility. You should be erasing the whole physical drive instead of just the "Macintosh HD" volume so that you have a good clean version of the APFS file system. This Apple article shows how to reveal the physical drive from within Disk Utility:
https://support.apple.com/guide/disk-utility/erase-and-reformat-a-storage-device-dskutl14079/mac
Perhaps you can provide some more and exact details on how the process is failing and the exact error messages you receive and at what point in the process this occurs. Details matter. How are you booting the macOS installer?
See if you can boot into Safe Mode. If you can boot into Safe Mode, then you likely have some sort of software issue. You can either attempt to resolve the software issue or you can create a bootable macOS USB installer. If you have access to another Mac compatible with Catalina, then you can use that other Mac to create a bootable macOS USB installer.
FYI, Apple now hides the physical drive from view with later versions of Disk Utility. You should be erasing the whole physical drive instead of just the "Macintosh HD" volume so that you have a good clean version of the APFS file system. This Apple article shows how to reveal the physical drive from within Disk Utility:
https://support.apple.com/guide/disk-utility/erase-and-reformat-a-storage-device-dskutl14079/mac
2012 macbook air stuck on start up screen
