Hi, and welcome to JustAnswer! My name is XXXXX XXXXX X am excited to get started with you.So I can better assist you, I will need additional information from you. How did you reset your password? Did you do it from the install disk?
I did it from a message that appeared when the password XXXXX work
Ok, lets try to reset it from the install disk. I assume you are chatting from another device correct?
No, I am on my Mac desktop, the one I'm having troule with
troule = trouble
So you were able to log in?
Well, I was able to get access with the Guest User option
Oh ok, is there another device like ipad or iphone or another computer that you can chat from?
Have an ipad available
Great. Can you resume this chat from your ipad, we will need to restart your computer. You should be able to click on the link sent to your email
Do I go back to your website on the iPad?
Yes, you will need to log in
But it's not my iPad. Can we use the phone?
We do not have the ability to make outgoing calls just via chat. Do you have a smart phone that can access the internet
Great. Is there an email from Just Answer in your inbox?
No I don't find one.
No problem. On your phone go to our site and login in using your email You will then be able to view your questions
It tells me on your site that name and password XXXXX incorrect
Did you use that email when you submitted your question?
If you are still unable to connect, you will need to bookmark our chat, follow instructions on how to reset your password. Log back into your guest account and let me know how it went
Yes to bookmarking and getting back?
Do you mean on the phone or on the computer?
Try to copy the URL from this chat and email it to yourself. Open it up on your phone. Let me know what happes
I don't understand how to do all that.
Ok I will walk you through. Log into your email account. You can open a new safari window by clicking on File New window. Once there, send an email to yourself and paste this into the body.
Then on your phone, click on that link
If I click on other windows won't I lose yours?
Nope. I will still be here. It will just open an additional window
Move the new window out the way
When I opn File New Window I get a page called Apple - Start
Yes so then type in the website to check your email
Example. www.yahoomail.com or www.gmail.com
OK I have your e-mail open.
Ok now do the same exact thing on your phone
Does your phone have your email setup?
ok i have yahoo mail open on my phone
Ok now find the email you sent to yourself and then click on the link
I don't find my e-mail just yours
Is there a link in the email?
Like "View Answer"
Yes....View Your Answer
Ok click on that
Is out chat on your phone now?
Ok can you send a reply from your phone?
Fantastic. Lets begin. Now restart your iMac while pressing and holding both the command+ R Key. Continue to hold both keys until the apple logo appears
Let me know when it boots
It is showing that you are offline
Ok good. you scared me :)
The R+command didn't reboot the computer
You were suppose to hit restart first. To make it easier, you can shut the computer down first. Immediately press and hold the command+R key immediately after turning on your computer
OK, I'll try that
Ok. Make sure you continue to hold both keys until the apple logo appears
Did you shut down the computer?
If it wont shut down, press and hold the power button on the back of the machine for 30 secs
Ok click on the apple logo in the upper left corner and choose about this mac. Can you please read me the version number
log into the guest account first
The guest account? How did you enter before?
great. Now click on the apple logo in the upper left corner and choose about this mac. Please read me your version number
Thanks for the info. You definitely have the lion recovery partition so you are booting incorrectly. Try this. 1. Power off your imac2. Press the power button3. Immediately Press and Hold the "Command Key" and the "R" Key4. Continue to hold both keys until the apple logo appears
The command key is right next to the space bar
Or you can choose To power off from the menu
Thats not correct either. You should be at a lion recovery screen. Can you walk me through what you just did So I can better guide you?
I will need to walk you through step by step. Power off the machine. Let me know when it is off
Is it off?
Do you have a charger?
are you able to scroll down
Can you see my response
Close your windows and then click on the Link in your email again
Are you able to scroll down
You should just be able to scroll down to see the rest of the chat
Can you see my responses now?
Is your computer off yet?
I see you are offline now. When you return, respond to the chat and I will be notified
Im so sorry you were not able to find your way to the chat.