Problem with new iMac 5k

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My neighbour just bought an iMac 5k. He was getting ready for first time use setup and had an ethernet cable and a HDMI cable connected to a HDTV before switching on the power for the first time. When he pressed the power he heard the chime but the retina display was black. After 2-3 minutes the screen was still black but he could hear the computer running. Then he switched on the HDTV and he could see on the bigger screen what he should be seeing on the iMac retina display, i.e. the setup programme asking him to chose the language, etc. But when turning off the HDTV the retina display was absolutely black. Disconnected the HDMI but no display on the iMac 27" screen, not even after rebooting, etc, etc, etc.

He has been unable to make the display work and called Customer Service who could do nothing and they are sending him a replacement. However, my question is: could this be related to having connected the iMac to a 42" HDTV display for first time use or simply a faulty iMac display?
 

pigoo3

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If this is the VERY first time setting up the computer. Why not skip connecting ANYTHING to it at this time. Set the iMac/accounts up FIRST. Once the iMac is setup…then start doing more involved things like using external display's.:)

- Nick
 

chscag

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I agree with Nick. However, I believe if your neighbor did a PRAM reset on the new iMac and left off the HDMI connection, the new iMac would work as normal. Afterward, like Nick says, he can setup the 42" TV.
 
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Thanks to all of you. Unfortunately SMC and PRAM resets were done but the screen displays nothing at all. Absolutely black.
 

Raz0rEdge

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Its likely that you have a busted unit, it does tend to happen from time to time, but Apple is sending a replacement so no biggie..
 

bobtomay

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No, connecting it via HDMI on 1st boot would not be the cause of it not working. Just a faulty iMac, it happens.
 

pigoo3

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Like others have mentioned. If the iMac display is still black with nothing attached. Definitely sounds like a defective unit.

- Nick
 
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even a pram or smc reset wouldn't help you.

Let me explain.

if your macintosh screen resolution exceeds the screens max resolution you will only get a blank screen because the computer is trying to use a 42 inch screen settings on a non 42 inch screen.

inorder to fix this you would have to do a complete reformat and reset of the o.s as well as making sure you select the internal screen by using the keyboard shortcut on the apple keyboard it's key f1 and f2 which control the screen brightness. followed by the o.s choosing the correct resolution.
 
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That's quite unfortunate and disappointing, but it seems that it's not the first time according to a google search on 'iMac 5K DOA'. Sure hope the new replacement arrives soon. ;)
 

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