Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.Thank you for the detailed description of your issue. So I can better understand and assist you, I will need additional information from you. Is your computer still frozen? Is it currently in safe mode (happens when you press and hold down the shift key)
Ok, first Restart your computer and boot into your normal account.
Try this instead. Press and hold the power button until it shuts down. (the power button is located in the back of your imac) Then unplug your computer for 10 secs before plugging it back. Then press the power button again this time, press and hold the option key until you see a hard drive image appear
Ok now click on your hard drive and it will boot into your desktop. Let me know when it boots up
Ok. Are you able to open any applications?
Ok, lets try to force quit. Press and hold Command+Option+escape key. Or if you are able to use your mouse, you can click on the apple logo in the upper left corner and choose force quit
Ok we may need to re-install your operating system. Before we do that, lets reset your computers PRAM. To do this,
1.Shut down the computer.
2.Locate the following keys on the keyboard: Command (⌘), Option, P, and R. You will need to hold these keys down simultaneously in step 4.
3.Turn on the computer.
4.Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears. Let computer chime 4 times
Ok before you reset the PRAM as instructed earlier, make sure you remove all devices connected.
Ok cool. So lets start the re-installation of your OS. Do you have your installation disk handy
We will need the install DVD. Before we re-install your operating system, we will need to scan and check your hard drive. The symptoms that you are describing sounds like it is related to your hard drive. Insert the disk and restart your computer
While pressing and holding the option key
Is that the message you are getting?
Ha ok. Just making sure
You will need to restart again since we need to scan your hard drive first. When you hold down the option key, you will see the disk image
Yes. Select the DVD image and press enter
Cool. When it loads, choose english
Nope. In the top menu, choose utilities and then choose disk utility
Is there another mouse that you can use? If not, try placing it onto another USB port
oh ok. We will need to troubleshoot your mouse issue before we move forward. Is it the magic mouse or the mouse before that one
Are you able to press and hold the round scroll button
Ok now can you choose disk utility from the utilities menu?
Ok now im the left column, you will see macintosh HD. Select that, then choose verify disk at the bottom
Ok. We are looking for "Macintosh HD is OK"
Ok good. Now before we move forward. Lets boot back into your desktop again. It appears the issue may be with the mouse and not your computer. I would hate to have you re-install your operating system if the issue was related to your mouse
Do you see choose startup disk
Great. When it restarts, try to see if you can click around
choose hard drive
yes go ahead and eject the disk
Then see if you are able to open and close applications
It sounds like early signs of your mouse failing to connect
It could be due to age or the battery may be weak.
I would also suggest checking for update on your computer
Ha ha.. It can be
Now do you use the Sprint device to connect to the internet?
That is what I am thinking. Your mouse did not work in safe mode or during the install set up screen which means it defiantly not your user account. When I advised you to press and hold the center button, it forces it to connect
oh ok so it is a tethering device. Do you have a main internet service provider?
So what additional service is the spring airave suppost to provide if you are already connected to the internet via Cascade Networks
If you click on the apple logo in the upper left corner, choose system preferences
Ok I totally understand that now. When you have open system preferences, choose network
You should change your computers IP address for your computer since it needs it to connect to the internet. You can change the IP address of the sprint device via network in system preferences
In the left column, do you see your Sprint device?
You may or may not have had a separate issue. Your main issue was resolved by reseting your mouse. Since timecapsule works via internet connection, if the sprint device is not set up correctly, there may be some issues with connectivity
I am looking at the airwave manual and I can not find anything about Mac. I only see PC
But since it uses your phone to connect, I dont think that matters
Are you still there?
Its totally fine. How did you guys set it up before?
Are you using a regular external Hard drive to backup or are you using time capsule
It does't backup to icloud. If you are not using time capsule to backup, your external hard drive has nothing to do with the internet and should be able to backup without being connected
to the internet
Ok, that is a separate issue that is not related to your sprint device. Can you connect your external hard drive to your computer?
A backup can fail for several reasons. It may not have enough space left. Click on the time machine logo in the menu bar
and choose backup now
No, there is a time machine logo in the menu bar next to the bluetooth sign. if you can not find it, you can open system preferences and option time machine preference from there
Ok no problem. I am sure it will resume backup. Have you opened time machine preferences yet
They are actually simular icons. Click on the other half circle
Did you choose backup now already
Ok so that it done
is it always connected
Its ok it happens to all of us :)
Was there anything els I can assist you with today?
You are very welcome. We do not have the option to provide transcripts however you can copy and paste our entire chat into a word document OR You can just log back into your account and you will have access to the thread