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Viet - Email Tech
Viet - Email Tech, Computer Support Specialist
Category: Email
Satisfied Customers: 25466
Experience:  Ten years of computer software and hardware support; Windows 8 7 Vista XP etc.
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Dont remember my gmail password XXXXX cant access my gmail account

Resolved Question:

Don't remember my gmail password XXXXX can't access my gmail account on iMail on my Mac
Submitted: 1 year ago.
Category: Email
Expert:  Viet - Email Tech replied 1 year ago.
Hi,

I'm sorry about your Gmail account issue. Please reset your Gmail email password XXXXX the website https://www.google.com/accounts/recovery/

If that does not work, there is another way to recover your gmail account.
Please go to the website https://www.google.com/accounts/recovery/ again
, then select "I forgot my password", and enter your gmail email address, then click on Continue
, (if prompted, enter the letters as shown on the screen and continue)
, select the "Verify your identity" link under the Continue button
, fill out the recovery form and submit.

Note: if you don't have another email address that is working, so that Google/Gmail can contact you, you can create one at http://hotmail.com/

Google/Gmail will take their time to verify your account, and they will respond to you.

Please let me know if there is still any issue. Thank you.


If you would like any additional information or have more questions please don’t hesitate to ask!

Please remember to only rate my answer when you are satisfied. IF you feel the need to rate bad or poor service, please stop and click on the REPLY tab and reply with the issue you have. I will be happy to continue further and do everything I can to provide you with the service you seek.

Thank you,


Customer: replied 1 year ago.
The process provided me a new password. Unfortunately it doesn't work despite 3 tries.
Expert:  Viet - Email Tech replied 1 year ago.
Are you able to sign in your gmail account at the website http://gmail.com/? Thank you,
Customer: replied 1 year ago.
yes, but how can I sign in to my gmail account on the "Mail" site of my iMac as I did before the current problem occurred?
Expert:  Viet - Email Tech replied 1 year ago.
Sorry, can you delete the gmail account in Mac Mail, then re-add it?
http://support.google.com/mail/bin/answer.py?hl=en&answer=180188

Is there any error message?

Thank you,
Customer: replied 1 year ago.
I don't see an error message. I suppose I can delete the gmail account in Mac Mail, but I don't know whether I can then re-add it. ,,Since I have an Apple Mac computer, all my mail has always been accessed in my gmail.com account in "Mail", not at gmail.com. Please enable me to resume accessing my "XXXXX@XXXXXX.XXX" in the Mail site of my Mac rather than on gmail.com
Expert:  Viet - Email Tech replied 1 year ago.
Don't worry, you can re-add it back. Please delete the account, then re-add: http://support.google.com/mail/bin/answer.py?hl=en&answer=180188
Thanks.
Customer: replied 1 year ago.
Please pardon my ignorance. I don't think I have a gmail account on my Mac. What I presently have in the "Mail" site of my Mac are 4 "Mailboxes" (In, Out, Sent and Trash) which contain the gmail I've sent and received and 4 "folders" (Deleted Messages{Gmail}), Delivered, Comcast Email and Sent Messages {Gmail}.
Expert:  Viet - Email Tech replied 1 year ago.
In Mac Mail, did you click on Mail menu on the top, then click on Preferences, then click on Accounts, then remove the gmail account there, then re-add? Thank you,
Customer: replied 1 year ago.
No, I clicked on the Mail logo just like I would iPhoto, Safari, iCal etc logos. The "Mailboxes"(the 8 listed in my most recent reply) are located in a column in the left margin along with "RSS" Apple Hot News. There is no gmail account as such, but all the gmail is in the "Mailboxes" and folders (including one Comcast mail folder which contains saved mail from the Comcast account before I switched to Gmail in March 2011.
Expert:  Viet - Email Tech replied 1 year ago.
After clicking on the Mail logo, i.e., when you are in Mailboxes, can you click on Mail menu on the top, etc.? Thank you,
Customer: replied 1 year ago.
There is no Mail menu as such across the top. On the top from left to right are "Get Mail, Delete, Junk, Reply, Reply All, Forward, New Message, Note, To Do" followed by a "Search" window on the right. Have you ever used the Mail menu in a Mac?
Expert:  Viet - Email Tech replied 1 year ago.
Yes, what's the version of your Mac?

What are all the menus at the top bar?

From the Apple menu, choose About This Mac.


Thank you,
Customer: replied 1 year ago.
My version is Mac OS X Leopard.
About This Mac lists: Mac OS X, Version 10.6.8, a software update window, Processor 2.66 GHz Intel Core 2 Duo, Memory 2 GB 1067 MHz DDR3, and More info window.
Expert:  Viet - Email Tech replied 1 year ago.
Are you sure you are using Mac Mail, or another email program? Do you see File, or Mail menu on the top? Please see at
http://support.apple.com/kb/HT1277

Thank you,
Customer: replied 1 year ago.
I'm sorry. I misunderstood. I thought you were referring to the bar at the top of the iMail window. When using iMail, the bar at the very top, above the iMail window is L to R: Apple logo, Mail, File, Edit, View, Mailbox, Message, Format, Window and Help.
Expert:  Viet - Email Tech replied 1 year ago.
OK, please try the Mail menu, then Preferences, then Accounts, then remove/re-add account. Thank you,
Customer: replied 1 year ago.
If I click remove, the window tells me "set-up info, mailboxes, all messages will be deleted permanently from the computer. Copies of messages on mail server, if they exist, will not be affected"
Expert:  Viet - Email Tech replied 1 year ago.
Do you see all your mails at the gmail website http://gmail.com/? Thank you,
Customer: replied 1 year ago.
Yes
Expert:  Viet - Email Tech replied 1 year ago.
Great. If so, you can just delete the account, then re-add it, then all the mails will be restored after adding. Thank you,
Customer: replied 1 year ago.
I must be doing something wrong because I can't re-add it
Expert:  Viet - Email Tech replied 1 year ago.
Is there any error message? Did you click on the + (plus) icon?

Can you see at http://support.google.com/mail/bin/answer.py?hl=en&answer=180188? Thank you,
Customer: replied 1 year ago.
There is no error message. I enter what I thought was the password XXXXX it just rejects it and asks me to enter password XXXXX I have the original password XXXXX April (it doesn't work) and I've tried several others with no success. It's my fault. I just don't remember the new password. It's 7 letters/numbers beginning with O and ending with P. I'll keep trying unless you have a better suggestion.
Expert:  Viet - Email Tech replied 1 year ago.
Sorry, you need to know the exact password. Can you reset the gmail account password XXXXX at https://www.google.com/accounts/recovery/ and try again? Thank you,
Customer: replied 1 year ago.
I'm just not able to come up with the password, can't believe how my once great memory is failing as I get older. I have an appointment and will have to stop now. Can we resume tomorrow?
Expert:  Viet - Email Tech replied 1 year ago.
Yes, you can come back tomorrow via this web page to continue. Please make sure to reset the gmail account password XXXXX at the website https://www.google.com/accounts/recovery/. Thank you,
Customer: replied 1 year ago.
Good morning Viet. I'm back. I've searched for my new password XXXXX my gmail account with no success. The closest I came was a 7 digit password XXXXX in capital letter O and ending in small letter p. I notice that Google's "password XXXXX forXXX@XXXXXX.XXX" asks me to enter the verification code from my phone. My phone has "CS8301UC16C" written on it. Is that the verification code? The phone's serial number is156408. This "Google Account Recovery" site also suggests that "someone might have hijacked your(my) account. and turned on 2-step verification." What do you suggest?
Expert:  Viet - Email Tech replied 1 year ago.
Did you receive a text message from Google/Gmail that contains the code?

Can you go to the website https://www.google.com/accounts/recovery/ again
, then select "I forgot my password", and enter your gmail email address, then click on Continue
, (if prompted, enter the letters as shown on the screen and continue)
, select the "Verify your identity" link under the Continue button
(Note: if you don't see the "Verify your identity" option, then select the "I cannot access my phone or backup options", and/or "I didn’t enable 2-step verification" option, then continue)
, then fill out the recovery form and submit.

Google/Gmail will take about 24-48 hours (sometimes it may take a few days) to verify your account, and they will respond to you.

Please let me know if you have any further question. Thank you.
Customer: replied 1 year ago.
No, I did not receive a message from Google/Gmail that contains the code. I also could not find the code on my phone.
After selecting "I forgot my password" and entering my gmail address and" clicking "continue, a new screen appeared stating that it looks like 2-step verification has been turned on for this account. It said I needed a verification code from my phone. My phone is many years old. It has a number "CS 8301 UC16C" and a serial# XXXXX but I see nothing on the phone that indicates it has a verification code.

I entered the only email address that I have. Google said it must be different from the account I'm trying to recover. I can be contacted at that address on my iPad. My previous phone number (XXX-XXX-XXXX) was connected with my account, but was disconnected when I moved on April 18. My current phone (XXX-XXX-XXXX) is valid, but not connected with the account. Google won't let me proceed beyond the contact info page because Google said "enter an email address that you can access (must be different from the account you are trying to recover).
Expert:  Viet - Email Tech replied 1 year ago.
Sorry, the problem is with the old phone number. Did you do exactly:

1.) Please go to the website https://www.google.com/accounts/recovery/
2.) hen select "I forgot my password", and enter your gmail email address, then click on Continue
, (if prompted, enter the letters as shown on the screen and continue)
3.) select the "I cannot access my phone or backup options", and/or "I didn’t enable 2-step verification" option, then continue)
4.) then fill out the recovery form and submit.

Just check for all options. Thank you,
Customer: replied 1 year ago.
I found my gmail password! It's 0T4e6M0p. What do we do now?
Expert:  Viet - Email Tech replied 1 year ago.
Great. Please confirm that you are able to sign in your gmail account at the website http://gmail.com/ with that password.

Then go to Mac Mail, and see if you can re-add the account. Thank you,
Customer: replied 1 year ago.
I was able to sign in to my gmail account at http://gmail.com. I'm not sure how I re-add the account to Mac Mail.
Expert:  Viet - Email Tech replied 1 year ago.
Great. Can you see at http://support.google.com/mail/bin/answer.py?hl=en&answer=180188?

By the way, you can also just use the gmail.com website for email; it works better. Thank you,
Customer: replied 1 year ago.
I have an emergency-must leave. Sorry,will try to reconnect later.
Expert:  Viet - Email Tech replied 1 year ago.
No problem. Please take your time. Take care! Thank you,
Customer: replied 1 year ago.
I am so sorry for the long delay in replying. I was not able to send or receive your emails last night. I must have hit a wrong button and could not access any of our emails. I have had a very stressful and exhausting experience, particularly the last 2weeks. Caused me to not sleep. peaked last night. Fell asleep at 7 pm, woke up at 4, back to sleep 5 to 7. Very groggy & mentally exhausted. Was no longer able to communicate with you on my Mac and didn't know how else (? Telephone) to reach you. Minutes ago I realized I could reach you by email on my iPad, so that 's what I'm doing now. Can't use my iPad in my apartment, so I'm in a building that has WiFi. I don't know how to reach you by phone. I'll stay here for 15 minutes hoping for an email response from you. If we don't make contact by then, would you please telephone me at XXX-XXX-XXXX or(NNN) NNN-NNNN
Expert:  Viet - Email Tech replied 1 year ago.
Sorry, we only have online support. Did you try at http://support.google.com/mail/bin/answer.py?hl=en&answer=180188?

Also, you can access your gmail email at the website http://gmail.com/ on any device that has internet connection. Thank you,
Customer: replied 1 year ago.
Sorry for the delay. IPad battery at 5%. Had to get cord from my apartment and return to WiFi room. Will write down your suggestions &return to iMac in apt. If necessary, I will return to wifi room to answer you.
Expert:  Viet - Email Tech replied 1 year ago.
OK, thank you.
Customer: replied 1 year ago.
No luck with 1st site you suggested. Accessed gmail with 2nd website.
Expert:  Viet - Email Tech replied 1 year ago.
What happens when you click (or tab) on the website http://support.google.com/mail/bin/answer.py?hl=en&answer=180188? Is there any step you are stuck at on that website?

Can you just use your gmail email at the website http://gmail.com/ only? Thank you,
Customer: replied 1 year ago.
At the 180188 website. It tells me some things to do, eg " Click Mail>Preferences" etc. I'm at step #3. I'm asked to enter my gmail address password. I entered the gmail password XXXXX used yesterday but it said "logging in to the Gmail IMAP server "imap.gmail.com" failed
Expert:  Viet - Email Tech replied 1 year ago.
Please make sure the gmail email address and password XXXXX correct (it is case-sensitive.)

Can you go to your gmail email settings -> Forwarding and POP/IMAP option or click on the website
https://mail.google.com/mail/u/0/?shva=1#settings/fwdandpop
, then make sure both the POP and IMAP options are enabled, then save, and try again?

Thank you,
Customer: replied 1 year ago.
The gmail email address & password XXXXX the same I used successfully yesterday.
I clicked on the google .......fwdandpop website. Unfortunately, I don't what or where the POP and IMAP options are
Expert:  Viet - Email Tech replied 1 year ago.
Make sure you can use the same gmail email address and password XXXXX the website http://gmail.com/ first.

When you click on the website https://mail.google.com/mail/u/0/?shva=1#settings/fwdandpop, what do you see? Thank you,
Customer: replied 1 year ago.
I just logged on to http://gmail.com website without using anything. I just entered the http://gmail.com website in Safari and the Google gmail site with my email inbox appeared. When I clicked on the "https.......fedandpop" website I see a Google Gmail page titled Settings. A red box with the white letters"compose is on the left. There are 3 headings to the right of the Compose column. The top one is "Forwarding", 2nd one is "POP Download" and the 3rd is "IMAP Access" there are several options to the right
Expert:  Viet - Email Tech replied 1 year ago.
Under POP... and IMAP ... option, just make sure they are enabled. In your gmail.com, can you click on your name on the top or the photo icon on the top right corner, then sign out, then see if you can sign in with your gmail email password? Thank you,
Customer: replied 1 year ago.
POP & IMAP are enabled. In gmail.com I see my name only as part of my email address (XXXXX@XXXXXX.XXX) at the very top center is "Inbox (853)XXXXX@XXXXXX.XXX - Gmail" This exact same info is in the upper left corner below the horizontal column of bookmarks. My email address is also shown on the far right below the thick black horizontal column. Otherwise, I don't see my name in gmail.com. I see no photo icon
Expert:  Viet - Email Tech replied 1 year ago.
Go to the very top in gmail.com website, then click on the name on the top or the photo face icon on the top right, then you'll see sign out. Thank you,
Customer: replied 1 year ago.
I see no photo face icon anywhere. I see lots of names on the top. At the first line at the very top I see "Inbox (853)XXXXX@XXXXXX.XXX - Gmail". On the 2nd line I see the window with "http://gmail.com." on the left and the "Google" window on the right. The 3rd line is the bookmarks bar. The 4th line has "Inbox (853) -XXX@XXXXXX.XXX" on the left. The 5th line is the black bar with "+You Search Images Maps Play YouTube News Gmail Documents Calendar More" Next is the line with the "Google" logo on the left, an empty bar, etc. So it doesn't sound like we're looking at the same page
Expert:  Viet - Email Tech replied 1 year ago.
On your gmail page, scroll to the right; please click on the image below:
graphic

Thank you,
Customer: replied 1 year ago.
On my gmail page the image of the head and shoulders is on the far left below the Inbox (853)column which is below the red Compose block. The central portion of the page which dominates almost the whole page consists of a column of email titles in one view. In another view it contains Forwarding, Pop Download and IMAP Access data I mentioned earlier. The head and shoulders image is on the far left in both instances.
Expert:  Viet - Email Tech replied 1 year ago.
OK, just click on the head/shoulders , then click on Sign out, or click on this website https://mail.google.com/mail/u/0/?logout&hl=en to sign out, then sign back in with your gmail email password, and check. Thank you,
Customer: replied 1 year ago.
After I click on the head and shoulders, do I then click the "Sign out of chat" button? Or should I click on the "https------=en" website to sign out?
Expert:  Viet - Email Tech replied 1 year ago.
Click on the website https://mail.google.com/mail/u/0/?logout&hl=en, thanks.
Customer: replied 1 year ago.
I've clicked on the website. I remember the password XXXXX not the username. Google is sending me an email with clues to the username.
I'll have to use my iPad at the internet shop to check the email. Please. forgive me, but I'm very tired and sleepy. Think it would be better to resume in the morning. Thank you and good night.
Expert:  Viet - Email Tech replied 1 year ago.
Your google/gmail username is XXXXX XXXXX email address. OK, please take your time. Thank you,
Customer: replied 1 year ago.
Good morning, Viet, hope all is well with you.
My email address isXXX@XXXXXX.XXX. I used the same password XXXXX worked the other day, but it doesn't work now. Tried it multiple times
Expert:  Viet - Email Tech replied 1 year ago.
Sorry, then please reset your gmail password XXXXX https://www.google.com/accounts/recovery/, and please remember the new password XXXXX done. Thank you,
Customer: replied 1 year ago.
I received your above email on the Mail site on my iPad. I haven't received your messages on Safari on my Mac as before. I'll go to www.justanswer.com/email on my Mac &see if that does the trick.
Expert:  Viet - Email Tech replied 1 year ago.
On Safari on your Mac, you need to go to gmail.com website and sign in your gmail email address with the correct password (reset the password XXXXX you cannot sign in), then you should see your mails, thanks.
Customer: replied 1 year ago.
I'm glad we're reconnected-I've been trying last few hours. I followed your most recent suggestion, but my password XXXXX work. In trying to reset my password XXXXX says: "2 step verfication" has been turned on for this account. To reset your password, you'll need to enter a verfication code from your phone. Without your phone, it can sometimes take 3-5 business days to complete the account recovery process." I have no idea what a verfication code is or even if my phone has one. Google gives me the following 3 choices: 1."I can access my phone or backup options." 2."I cannot access my phone or backup options." (note, the words "backup options" are highlighted in blue) The 3rd choice is: "I didn't enable 2-step verification" Google goes on to say: "Someone might have hijacked your account and turned on 2-step verification. To regain access to your account, we'll have to confirm your identity. If possible, use a computer and browser you recently used to sign in." There's a blue "Continue" block below the above. What do you suggest that I do now?
Expert:  Viet - Email Tech replied 1 year ago.
Please try The 3rd choice is: "I didn't enable 2-step verification", and continue. Thank you,
Customer: replied 1 year ago.
Thank you. That takes me to "Google Account Recovery" page titled "Password XXXXX forXXX@XXXXXX.XXX." It "requires" that I "enter an email address where we can contact you if necessary". But it states this email address "must be different from the account you are trying to recover." Since that's the only email address I have, I can't comply with their request. The site will not let me proceed to the next page with this email address.
Expert:  Viet - Email Tech replied 1 year ago.
You need to create a new working email address first, so that gmail/google can contact you after submitting the recovery form. Please go to the website http://hotmail.com/, then click on Sign up now hear the bottom of the page to create a new live.com or hotmail.com website, then continue with the "Google Account Recovery" page. Thank you,
Customer: replied 1 year ago.
The "Hotmail" site requires me to login to my "Microsoft account" (the new name for "Windows Live ID") and to sign up for one if I don't already have one. It says this can be used for any account using "Windows XP"
Why should anyone with an iMac sign up for Windows?
Expert:  Viet - Email Tech replied 1 year ago.
No, go to the website http://hotmail.com/, then click on Sign up now near the bottom right of that page. Thank you,
Customer: replied 1 year ago.
The Hotmail site requires me to login to my "Microsoft account" (the new name for "Windows Live ID") and to sign up for one if I don't already have one. It says this can be used for any account using "Windows XP". Why should anyone with an iMac sign up for Windows?,,The "Hotmail" site requires me to login to my "Microsoft account" (the new name for "Windows Live ID") and to sign up for one if I don't already have one.  It says this can be used for any account using "Windows XP"
Why should anyone with an iMac sign up for Windows?
Expert:  Viet - Email Tech replied 1 year ago.
No, it's not a windows account; it's just an email account. Or if you want, you can create a yahoo email account instead: https://edit.yahoo.com/registration

Thank you,
Customer: replied 1 year ago.
I lost contact with you by early afternoon. Received no answer, but didn't check again until now. Google sent a verification code to me this afternoon. It is a 6 number code. Won't that help us?
Expert:  Viet - Email Tech replied 1 year ago.
Go to gmail.com and sign in, then what happens? Thank you,
Customer: replied 1 year ago.
The verification code was not accepted, so we're back to square one.
Expert:  Viet - Email Tech replied 1 year ago.
Did you enter the password XXXXX at gmail.com (the verification code is not the password; it is for after entering the password.) Can you try to the recovery process again at https://www.google.com/accounts/recovery/,, then when it takes you to the "Google Account Recovery" page, try the option "I can access my phone or backup options." Thank you,
Customer: replied 1 year ago.
Viet, sorry for the overnight delay. Couldn't think clearly last nite. Much clearer this am & was able to establish Google password!!! Now, how do I get this to Apple Mail?
Customer: replied 1 year ago.
Viet, I replied to your Friday, 11:58pm EST response, but might have deleted it so am repeating it now. "Viet, sorry for the overnight delay. Couldn't think clearly last nite. Much clearer this am & was able to establish Google password!!! Now, how do I get this to Apple Mail?
Expert:  Viet - Email Tech replied 1 year ago.
Great. Please make sure you can sign out your gmail at http://gmail.com/ and then sign in at http://gmail.com/

, then go to the website http://support.google.com/mail/bin/answer.py?hl=en&answer=180188 and follow the steps to put in Apple Mail; please let me know if you are stuck at any step.

Thank you,
Customer: replied 1 year ago.
No problem signing out and back in at http://gmail.com/
I've signed in at http://support.google.com/mail/bin/answer.py? hl=en&answer=180188. I'm not sure what "the steps to put in Apple Mail" are. I don't want to screw up what we've done so far.
Expert:  Viet - Email Tech replied 1 year ago.
You don't sign in at http://support.google.com/mail/bin/answer.py?hl=en&answer=180188; you just click on http://support.google.com/mail/bin/answer.py?hl=en&answer=180188 , and follow the steps there.

What happens when you are in Apple Mail, then click on Mail , then click on Preferences, then click on Accounts, then click on the + (plus) icon and add the gmail email address? Thank you,
Customer: replied 1 year ago.
I've clicked on the + icon in Accounts but a message appears on the Accounts screen which states: "Logging in to the Gmail IMAP server "imap.gmail.com" failed. Make sure the user name and password XXXXX entered are correct, then click Continue. If the information isn't correct you cannot receive messages." The name and password XXXXX be correct because they're what I used to log on the Google Gmail page titled "Apple Mail 4.0"
Expert:  Viet - Email Tech replied 1 year ago.
Let me remote to your computer and check/fix this issue directly. From the mac computer, please go to the website below, then allow the remote software to run:

http://67.192.95.188:8040/?Session=60aa81d0-65b9-4365-8ea3-1d1560f7b5b7&SUPPORT=JAVAW

Thank you,
Customer: replied 1 year ago.
I've succeeded in adding the "Gmail IMAP" account to the "Accounts" window in "Accounts" but the Gmail password XXXXX work for it. Is the problem that I created an "IMAP" Gmail account? I have to leave now, will be back in a couple of hours.
Expert:  Viet - Email Tech replied 1 year ago.
Just follow all the steps at http://support.google.com/mail/bin/answer.py?hl=en&answer=180188; when you are back, let me know, so I can remote to your computer and fix this issue directly. Thank you.
Customer: replied 1 year ago.
Sorry for the long delay. Gone for 2 hrs & working on this mail problem since. I was able to add the Gmail IMAP account to the accounts window below my old (pre 2005) Comcast.net account on my Mac! I could just use the Gmail site for my Gmails. However I would like to have the gmails on my Apple iMail site like they were before I changed my internet provider from Time-Warner to Cox.
Expert:  Viet - Email Tech replied 1 year ago.
OK, I can remote to your computer and fix this issue. Thank you,
Customer: replied 1 year ago.
I've researched Gmail and have now decided to just stay with it for my mail. Thank you for your help and patience in assisting me.
Expert:  Viet - Email Tech replied 1 year ago.
You're welcome. If you have any other computer question/issue, please let us know any time. Thank you very much.
Viet - Email Tech, Computer Support Specialist
Category: Email
Satisfied Customers: 25466
Experience: Ten years of computer software and hardware support; Windows 8 7 Vista XP etc.
Viet - Email Tech and 3 other Email Specialists are ready to help you

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  • Chris L.

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    Chris L.

    Support Specialist

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    Cris

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