Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
Have you previously set up your iMac with a FileVault password XXXXX the best of your knowledge?
Based on what you currently see on your screen, whenever you reboot, is this the same content you are describing now, that appears on your screen?
(Thank you for your patience in advance, as I have to ask these questions in order to better isolate what some of the symptoms of your technical issue are-- in order to work toward a more viable solution for you)
That is no problem at all for me Nigel, please take your time- I will remain in this session for as long as needed to resolve this issue for you.
Have you tried rebooting your Mac a few times already, only to come to the same login details you see now?
Thanks for confirming this information for me. Bear with me for a few minutes if you would, I am going to look into this issue a bit further for you.
Nigel, do you have more than one user on your computer, or just one?
User login account I mean?
Sorry for the "?"
Got it and before coming to us today, is the normal screen you have always seen at start up on your iMac, or is this new?
Do you happen to still have your Mac OS X 10.6 installation disc available? (we may need it)
Ok what I am going to have you attempt now Nigel is a simple password XXXXX using your Mac OS X 10.6 Snow Leopard installation disc
here are the instructions:
In order to reset your password XXXXX any Mac OS X platformall you need to do is: • Place your installation Disk into your drive and allow it to load.• Restart your Mac• As soon as you hear the Apple Chime, press the "C" key on your keyboard and hold it.• You will see a White Screen, Grey Apple first, do not release the C key until you see a Spinning gear.• Once you see that Spinning gear, release your C key and allow the disc to continue loading...- RESETTING ADMINISTRATOR PASSWORD-• When the booting to the Mac OS X disc is completed, you will now be in the Installer environment• Enter to next page, look up on upper left corner you should see "Installer" near the Apple menu.• Two spaces over you should see Utilities. Click Utilities>Reset Password.• Select your user name from the drop down list and reset your password.• When you are done, simply exit the Reset Password XXXXX Installer and reboot.• At the Login window, enter your new password XXXXX you should be back into your home profile.
Bookmark this session in your web browser and when you are ready to return, just come back to that bookmark and post a reply or update in the chat.
I will be alerted you are looking to resume the session with me, even if I am offline
but in this case, I will be here waiting for your return
Clean the disc to make sure there are no blemishes or marks on the disc and then try again
Ok let's take a step back then and perform this action to see if it will help the disc load
this is another procedure to reset your iMac first so hopefully the Superdrive will work better with your installation disc
Here are some steps you can try to resolve the issue:
• First, hold in your power button for approximately 10 seconds to do a hard shutdown.
This should help with the freezing issue:
• Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously .
• Once your Mac is shutdown, you will need to perform what is called a PRAM reset (Parameter RAM)
• Turn on the computer.
• Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
• Now, hold the keys down until the computer restarts and you hear the startup sound for the third time.
• Release the keys and allow the Mac to start up.
• Please update me to let me know if this works.
Sorry Nigel, one line I forgot to add before asking you to update me, was to try and insert the disc after your iMac is rebooted
Are you using the Apple keyboard that came with your iMac?
or a different, none Apple branded keyboard?
Ok on the Apple keyboard, just to the left of the Space bar
you will see a key with an Apple icon and a small cloverleaf icon on that same key
that is your Apple command key and it is always located to the left of your space bar on Apple keyboards
to the left of the Apple command key is your Option / Alt key
Option/Alt keys are usually found on Apple keyboards and Alt keys are usually found on Windows keyboards.
No worries at all sir! I completely understand :)
Ok -will be standing by
so sorry this is taking awhile, but I will be working as diligently as possible to help resolve this issue for you -- that I can assure you.
Ok one moment - I have one possible work around for you
we will leave the disc part alone for now
but what I did want to ask you Nigel, is if I can help you create a new User account for now, just to see if we can get you back into your iMac's normal desktop, would you be willing to try this process out?
It would not require your Mac OS X 10.6 install disc
Ok now there is one more thing
if this works
then that means you may be fully locked out of your previous user account
I won't know that for sure
just in case, if we do this and we still cannot get to your original user account
we can delete the original user account that is presently locked BUT
we can save all of the files of that user account
this would only be a last ditch option, if we still are unable to access your original account.
So now knowing this additional part- are you ready to give it a go?
You user account on your iMac, is your desktop, where you normally operate out of whenever you use your iMac
so it is an account for you to login into, not an account like a service such as Virgin
ok, great!- Putting the steps together for you now
1. Reboot your Mac2. Hold apple key + S key down after you hear the chime.(Apple Command + S keys on newer Macs)3. When you get text prompt enter in these terminal commands to create a brand new admin account (hitting Return (or Enter) after each line):mount -uw /rm /var/db/.AppleSetupDoneshutdown -h now4. After rebooting you should have a brand new User Admin account. When you login to the new User Admin account let me know if you see your desktop in this new account ok--
when you have typed the last command line above Nigel (shutdown -h now), and press your Return key, your iMac will automatically shutdown
that is why you will have to turn it back on to reboot to your new user account
Try typing a few letters to see if they show up on the screen
ok then back space and clear those characters you just typed
And then proceed to type in those command lines one at a time as I noted in the instructions above - be sure to press Return key after you type out a single command line
also Nigel, pay close attention to each command line as there are some spaces in between some of the characters on each line
Ok let me see if this will help
type each link as I post each line below - be sure to note where you see (space) to press your spacebar only once on your keyboard, before typing the next character
here is the first command line:
You see, if the space is not in between the characters as I have noted above
this command line process won't be recognized and therefore will not operate
not a bad idea
I have had to do that in the past as well
but now you have a newer perspective on how to do this hopefully :)
now we are progressing!
One moment Nigel, I will go ahead and process step # XXXXX for you - thanks so much for your patience, thus far
at this point on your screen, you are at the main desktop now, correct?
In that case Nigel, what that means is you have created a new User account without a login password
Now if you like I can first show you how to create one for this new user account
That is actually a call you would have to make. Macs are pretty secure, and for the most part having a password XXXXX up on your user account does add more security, but in your case, because you are the only user, it would not have much baring, unless you had other users using the same iMac
Now a password XXXXX help protect what applications are installed on your Mac
but if you are the only one installing them and no one accesses your Mac
again, there is not too much consequence there at all
Ready for step # XXXXX - Deleting the locked user account but saving that user account's folder?
Putting those steps together now Nigel, will be right with you- thanks again for your amazing patience!
Ok so sorry for the delay
so what you what you need to do now Nigel is click on the Apple menu icon located in the upper left corner of your screen
and select System Preferences (Thanks for understanding)
Once in System Preferences, go to Accounts
Now I want to to follow the steps #2 through 5 per this article:
How to Delete a User Account- but save that user account's files
I want to provide you this very simple guide, primarily because it has graphical images so you can see
just what the windows that will pop up, look like
or if you want to bypass the registration screen, press the Apple Command + Q key
to quit the registration screen
if that is the screen I think you are talking about
Is that page asking for your complete mailing address and information?
Oh yes, go ahead and create a new account
I forgot about this part- sorry
this is a new account
so it needs to identify you are a new user
it is here you can either add or not add a password XXXXX well
once you are done here, then you will be taken to your new desktop, where you can then start the procedure I recommended
Where are you now?
Have you given the user account a name?
Sorry for the slow down here, just trying to get an idea what you are experiencing at this moment
Go forward- you can bypass that
Great ! Now
Click on the Apple menu icon located in the upper left corner of your screen and select System Preferences, then go to Accounts
You can update later
cancel that and select System Preferences from the drop down menu
This is where you get to choose
if you don't want to lose any of the files and folders from the deleted user then you want to go ahead and save those files and folders
now on the other hand, if you don't really care, you can delete that user and all of its files and folders
that is completely up to you Mr. Nigel
You have been a delight to work with sir- so I have to say the pleasure was completely mine
I wish I could take some your spirit of patience and pass it on to many more users that assist!
thank you sir, it has been a honor for me to fulfill my promise to you
If you are satisfied that I have resolved your question to your satisfaction, please feel free to rate my service as we are always glad to know how are customers feel about their experience with us. Your Positive Feedback is also very appreciated!
And I thank you very much for allowing me to assist you. Keep in mind also, if you Accept any of my answers, it does not mean the session is over, especially if the issue
If all is well however, then there is no need to return. If you want to be cautious however, you are welcome to bookmark (or add to your Favorites if using Internet Explorer) this session in your web browser so you can come back to this session and alert me.
you received help from me, comes back.
Thank you again Mr. Nigel and I hope you enjoy your iMac without further incident now :)
Terry, Sr. Mac Support Specialist
Did you have any final questions for me sir?
if not, please be sure to press the Accept button to complete our session and rate how you feel I did for you today.
Have a great day sir!
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