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Ask Michelle Your Own Question

Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 863
Experience:  Apple Computers and Mobile support with 12 years of exp.
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getting blue screen and have tried starting under all the suggested

Resolved Question:

getting blue screen and have tried starting under all the suggested ways, have run disk utilities and been trying to start up of snow leopard but can't get it past the apple logo and have waited as long as 15 minutes for thats go pass but nothing.
Reset pram, started up off a start up drive and ran disk utilities, try disk warrior and replaced system with theirs after checking for any differences.
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Michelle :

Hi, and welcome! My name is XXXXX XXXXX I am excited to get started with you.

From what you are describing, it sounds like there may be hardware related issue. You stated you ran disk utility. Did disk utility clear your hard drive

JACUSTOMER-exwewqv6- :

I did not clear the hard drive but it said it was fine

Michelle :

Where you able to boot to the snow leopard install drive to access disk utility?

JACUSTOMER-exwewqv6- :

the whole problem started while copy very large file across to a back up drive, had some locked file and was trying disk permissions to unlock the folders. Could get the snow leopard disk to show up in option boot but it would only go too the apple logo and stop there. Did get the system disk to work so I could run disk utilities yesterday but can't even boot off disk by holding C down now.

JACUSTOMER-exwewqv6- :

So, no

JACUSTOMER-exwewqv6- :

trying hardware test now

Michelle :

Normally when you get the blue screen, it means there is either an issue with the operating system, or you so not have enough hard drive space. Do you know how much space you had prior to transferring over the files from your backup drive?

JACUSTOMER-exwewqv6- :

the drive became full while working on a movie and thats when I started moving and deleting file. I removed over 400 gigs

JACUSTOMER-exwewqv6- :

the problem was working in Go Pro app and when you add files it creates a new file so the hard drive became full very quick

Michelle :

I see you tried many things. What about booting into safe mode?

JACUSTOMER-exwewqv6- :

but the files I removed and deleted should have made that issue not be a problem but did notice copying huge file with many files in folders was very slow.

JACUSTOMER-exwewqv6- :

tried that too

JACUSTOMER-exwewqv6- :

ahh, have a hardware error

JACUSTOMER-exwewqv6- :

4MOT/4/40000003: HDD-1229

Michelle :

It sounds like it. Usually if your computer prevents you from even booting, the logic board is normally the culprit. You mentioned you were able to boot to your snow leopard install. Was that a one time deal or are you still able to

Michelle :

The HDD is defiantly related to your hard drive. It could be either the hard drive fan or cable

JACUSTOMER-exwewqv6- :

I have to have a usb disk connected and the disk in drive and start up using "option" then select the disk. But wont go past apple logo

JACUSTOMER-exwewqv6- :

would a cable get loose by it self with nothing abnormal happening as far as movement or bumping

Michelle :

Computers are not perfect so hard drive failures are pretty common which is why it is super important to have a backup. Issue with the hard drive fan or cable can happen on its own of from improper use or repair. Was your computer recently worked on?

JACUSTOMER-exwewqv6- :

the hardware test suggests removing perfs and doing a extended test

JACUSTOMER-exwewqv6- :

no, never has been touched

Michelle :

Do you have another mac in your household?

JACUSTOMER-exwewqv6- :

am on it now, macbook pro

Michelle :

You wouldn't happen to have a firewire cable would you?

JACUSTOMER-exwewqv6- :

yes I have

JACUSTOMER-exwewqv6- :

can try that but should I do the hardware test again first

Michelle :

I think you will get the same error. I was thinking about putting your iMac into target disk mode and then connecting it to your macbook pro. That way it will show up like an external hard drive. This allows you to run disk utility again, check to see how much space is available and re-install the operating system if needed

JACUSTOMER-exwewqv6- :

i can do that or use a start up disk, does it matter which?

JACUSTOMER-exwewqv6- :

I have a start up on a usd drive

Michelle :

Well if there is a hardware issue with you iMac, you will not be able to boot

Michelle :

Im sorry, I thought you mentioned using the UBS startup. Sure, if you did not boot from the usb startup, we can use that

JACUSTOMER-exwewqv6- :

i have booted from start up and also once was successful starting of system disk

Michelle :

Cool. So can you boot from the USB drive again

JACUSTOMER-exwewqv6- :

yes, the test got the same result again by the way

JACUSTOMER-exwewqv6- :

the case is hot, but heard the fan

Michelle :

Thanks for the update. Are the fans loud?

JACUSTOMER-exwewqv6- :

just for a moment when starting hardware test

JACUSTOMER-exwewqv6- :

burst of fan noise

JACUSTOMER-exwewqv6- :

its still testing memory now

Michelle :

Okay lets boot from the USB drive gain. Do you have a full backup by the way?

Michelle :

Ok, we can wait until its done. Memory test can take longer

JACUSTOMER-exwewqv6- :

not full

JACUSTOMER-exwewqv6- :

would have to copy files for sure it was going to wipe the drive

Michelle :

Are you able to abort the test?

JACUSTOMER-exwewqv6- :

you dont happen to know that code huh

JACUSTOMER-exwewqv6- :

yes, starting up now

JACUSTOMER-exwewqv6- :

its going threw loading grey bar

Michelle :

The error code you gave me defiantly pertains to the hard drive. But more advance testing is needed to know if its the hard drive itself, the cable, fan or logic board. I would hate to give you wrong information since its impossible to tell you which one of the 4 possibilities

JACUSTOMER-exwewqv6- :

taking longer than before

JACUSTOMER-exwewqv6- :

went to blue screen, will shut off and try again

Michelle :

No worries.. Im patient. If it takes forever, we can always use your macbook pro

JACUSTOMER-exwewqv6- :

its ok, I also stuck the snowleopard disk in for the hell of it

Michelle :

Ha ha thats a good idea. Whichever one shows up first. Although I did notice DVDs take longer to boot off from

JACUSTOMER-exwewqv6- :

its up

JACUSTOMER-exwewqv6- :

also snow leapard disk opened

Michelle :

Ok so choose the one on the USB

JACUSTOMER-exwewqv6- :

the dvdn does take longer and also did not work before

Michelle :

So USB it is

JACUSTOMER-exwewqv6- :

but its running now off the start up USB drive

Michelle :

Thats what we want. Lets see if it boots to the snow leopard install

JACUSTOMER-exwewqv6- :

the dvd opened the window

JACUSTOMER-exwewqv6- :

should I try install

Michelle :

What is displaying?

Michelle :

First scan the drive first.. I know it was fine before but I do not want to chance it

JACUSTOMER-exwewqv6- :

The main widow of DVD install Mac OS X.app

Michelle :

Run disk utility

JACUSTOMER-exwewqv6- :

from which drive

JACUSTOMER-exwewqv6- :

have it on hard drive and the USB

Michelle :

From the USB

Michelle :

What is currently displaying on your screen?

JACUSTOMER-exwewqv6- :

open window for apps and the disk utility and the install disk window

Michelle :

Ok choose disk utility and verify disk

JACUSTOMER-exwewqv6- :

Volume appears to be OK

Michelle :

Also, at the bottom of disk utility, can you verify how much space is available?

JACUSTOMER-exwewqv6- :

no just the total capacity

JACUSTOMER-exwewqv6- :

1TB

Michelle :

Cool thats more than enough. Ok lets re-install your operating system

JACUSTOMER-exwewqv6- :

no my mistake

Michelle :

Go ahead and exit disk utility and proceed with the install

JACUSTOMER-exwewqv6- :

I had the main top drive not named drive clicked, 200 gig free

Michelle :

Ok that still more than enough.

JACUSTOMER-exwewqv6- :

do I maybe need to delete some files

JACUSTOMER-exwewqv6- :

ok

Michelle :

No you have soooo much space

JACUSTOMER-exwewqv6- :

exit or quite

Michelle :

I only have 34Gb free on my drive. Click on the red dot in the upper left corner

JACUSTOMER-exwewqv6- :

install started

JACUSTOMER-exwewqv6- :

utilities or continue

Michelle :

Continue

Michelle :

It should ask you to select a volume to install to

JACUSTOMER-exwewqv6- :

ok the 2 drives show and the main drive has a caution flag

Michelle :

Select it to view the error

JACUSTOMER-exwewqv6- :

cant be use because it is not formatted as Mac OS extended (Journaled)

Michelle :

Ohhhh. Ok so im not sure how this happened but it sounds like your hard drive is not in a recognizable format. The only way to get it to Mac OS extended (Journaled) is to re-format it which wipes everything

JACUSTOMER-exwewqv6- :

use disk utility to enable journaling or reformat

Michelle :

Open disk utility again. Lets check your format

JACUSTOMER-exwewqv6- :

ok and how

Michelle :

Select the entire hard drive in the left column (the one above macintosh HD0

Michelle :

Choose partition

Michelle :

Under format, what is listed?

JACUSTOMER-exwewqv6- :

mac os extended

JACUSTOMER-exwewqv6- :

is greyed out

Michelle :

Hmm thats your issue. Well it looks like it was formatted wrong so in order to move forward with the install, you will need to re-format it. If you are concerned with loosing data, we can try to add a partition and install snow leopard on the new partition but you may run into issues down the line

JACUSTOMER-exwewqv6- :

well at least ay save having to reinstall all my soft ware. Can later migrat all that and then when I feel bored can wipe the drive and migrate back everything

Michelle :

But you may not be able to access your the mac os extended partition

JACUSTOMER-exwewqv6- :

oh really, so I would be hoped anyway

JACUSTOMER-exwewqv6- :

will migrating the software work if I use a start up disk and a external drive

Michelle :

Pretty much. Is there anything on there right now that you would be pissed about loosing?

JACUSTOMER-exwewqv6- :

all the software, and a lot of recent files

JACUSTOMER-exwewqv6- :

all the software can be reinstalled but finding it all and gathering all the serials numbers is a huge pain

Michelle :

Well you will still be able to migrate from a time machine backup so most of your stuff with be there. You will just loose data from your last backup

Michelle :

From my own experience, when I migrated data over to my new macbook air, I still needed to enter serial numbers for my adobe CS5 so you still may need to enter the serial numbers for non apple applications

JACUSTOMER-exwewqv6- :

thats I can deal with

JACUSTOMER-exwewqv6- :

oh, well I have them just have to find them.

Michelle :

Ok so are you ok with re-formatting the drive?

JACUSTOMER-exwewqv6- :

so what should it be formated as

Michelle :

Mac os extended Journaled

JACUSTOMER-exwewqv6- :

yes I guess I will have to be but I have to copy off a lot of files first

JACUSTOMER-exwewqv6- :

if I tried adding a partition would the software maybe run from the other partition and file be ok, maybe?

JACUSTOMER-exwewqv6- :

Whats the actual difference in the 2 formats anyway

Michelle :

Since you can run windows on a mac, usually users will partition their hard drive. One partition will be for mac and the other will be for PC. You will need to option boot to boot back and fourth

JACUSTOMER-exwewqv6- :

so what happens if both kinds of partitions are on the same drive but both use mac

JACUSTOMER-exwewqv6- :

one of my designers installed this and the other has his partitioned for mac and windows to run tests for web sites.

JACUSTOMER-exwewqv6- :

but this guy obviously did it wrong and partitioned the whole drive as extended

Michelle :

Yes he did. That is an older format that.

Michelle :

Well we can most certainly add a partition

JACUSTOMER-exwewqv6- :

so I could have the system on one and the software and files on the other

Michelle :

Yes, but there is clearly something wrong with that current partition. So you may be able to access its data using target disk mode but you will not be able to boot from it

JACUSTOMER-exwewqv6- :

but if I make a new partition and remove the old system of the other the software should work or not.

JACUSTOMER-exwewqv6- :

I think I may have messed up the permissions

Michelle :

If you make a new partition and install 10.6, that partition wil lboot

JACUSTOMER-exwewqv6- :

I did a amateur move and did an Apply to enclosed items

JACUSTOMER-exwewqv6- :

and that may have been the start of this all

Michelle :

Although it happened while applying permissions, it does not sound like that was the direct cause.

Michelle :

Applying permissions to enclosed items allows you to apply permissions to everything in that folder opposed to doing them individually

JACUSTOMER-exwewqv6- :

at least the files should remain on if I make a 100 gig extended journaled partition.

JACUSTOMER-exwewqv6- :

yes, did that to my mac book once and had a similar problem

JACUSTOMER-exwewqv6- :

then ran disk warrior and then could start it either, ended up replacing the drive as I couldnt loose files

Michelle :

So lets add a mac os extended journaled partition so you can get up and running again.

JACUSTOMER-exwewqv6- :

ok

Michelle :

Click on the plus sign in the bottom left corner

Michelle :

You can rename it anything you wish or leave the default.

JACUSTOMER-exwewqv6- :

wont allow, is grey

JACUSTOMER-exwewqv6- :

thats while under current

Michelle :

The plus sign is grayed?

Michelle :

Current should be greyed out. But is the plus sign at the bottom of the partition rectangle greyed out?

JACUSTOMER-exwewqv6- :

yes

Michelle :

Thats not good. Your entire drive needs to be re-formatted.

JACUSTOMER-exwewqv6- :

there is just one full partition

JACUSTOMER-exwewqv6- :

thought so

Michelle :

You can connect your computer to your macbook pro and transfer data

Michelle :

If it will allow you to

JACUSTOMER-exwewqv6- :

no where near enough room, will have to copy data to external drives or network drive

JACUSTOMER-exwewqv6- :

I can probably do all that tonight and what I am more concerned about is trying to migrate software

Michelle :

Yea thats what I was referring to. You will need to plug your external into your macbook pro.

JACUSTOMER-exwewqv6- :

why, why not directly into the Imac

JACUSTOMER-exwewqv6- :

the computer I have having trouble with is a imac.

Michelle :

The bigger issue is formatting. Since they are both going to be formatted differently, you will not be able to fully migrate

JACUSTOMER-exwewqv6- :

oh dam

Michelle :

Since the iMac is the troubled computer, you can not use it. So you will need to connect your external hard drive to your macbook pro then place your imac into target disk mode. Although you can still backup you files, you will not be able to fully migrate your data

Michelle :

You will have to use to old drag and drop method :(

JACUSTOMER-exwewqv6- :

my mac book is also formated the same way as imac is now

Michelle :

Did you just check via disk utility?

JACUSTOMER-exwewqv6- :

yes

JACUSTOMER-exwewqv6- :

and that was done at a Apple store

JACUSTOMER-exwewqv6- :

they installed a new drive

Michelle :

Well thats ok for now, if you try to upgrade to Lion or the newest on that will be released in the fall, you will get the same error message

JACUSTOMER-exwewqv6- :

its OS extended

JACUSTOMER-exwewqv6- :

So is extended the way drives were before

JACUSTOMER-exwewqv6- :

my mac book has been fine for several years and actually so was the imac till a day ago

Michelle :

Journaled is only used to protect your file system.It both prevents a disk from getting into an inconsistent state and expedites disk repair if the server fails. In a sense, it does not really matter until you want to upgrade or re-install your OS.

Michelle :

Im surprised it allowed it to install on Mac os extended in the first place

JACUSTOMER-exwewqv6- :

thats the way the Apple store gave it back to me.

Michelle :

Can you try this, Open disk utility again

Michelle :

Select the drive and choose File. Is journal enabled greyed out?

JACUSTOMER-exwewqv6- :

can select anything

JACUSTOMER-exwewqv6- :

only if I choose to change how many partitions

Michelle :

Then close disk utility and re-open it

JACUSTOMER-exwewqv6- :

same

JACUSTOMER-exwewqv6- :

says at the bottom partition cant be modified

Michelle :

Okay so your drive defiantly needs to be re-formatted. So here is what you will need to do. You can use you macbook pro to transfer items off of your iMac and onto your external hard drive. Once that is complete, you will need to re-formatt your hard drive to mac os extended journaled and then re-install snow leopard. There is a chance that there may be a mechanical issue with the hard drive itself. The re-partition will fail if there is

JACUSTOMER-exwewqv6- :

and all the software has to be reinstalled or would copying it across maybe work?

Michelle :

It will work indefinitely for apple apps. But for others, you will need to re-install it. You can transfer over whats called plist files. The problem with going that route is the possibility of not transferring all Plist files. Which will result in re-installing the application anyway

JACUSTOMER-exwewqv6- :

Ok

JACUSTOMER-exwewqv6- :

I have another question that may help me reslove this easier

Michelle :

Sure

JACUSTOMER-exwewqv6- :

can a second drive be installed in imacs

JACUSTOMER-exwewqv6- :

I use to run dual drives in older macs.

Michelle :

In the newer iMacs it can. But not yours. Im sorry

JACUSTOMER-exwewqv6- :

grrr

Michelle :

Mac Pros but not iMacs

Michelle :

I know im sorry

JACUSTOMER-exwewqv6- :

they always have to have a way to get you

Michelle :

I see you use up a lot of data so I feel your pain on this one. It will defiantly be a lot of work

Michelle :

Im sure they are not intentionally out to get you :)

JACUSTOMER-exwewqv6- :

I have 100 tera bits

Michelle :

WOW!

JACUSTOMER-exwewqv6- :

so lots of drives and back ups but just had this machine at home working and no extra back up space an not on a server.

Michelle :

I hope you will not loose too much data

JACUSTOMER-exwewqv6- :

anyway, I guess I'll just have to either reinstall or buy a new drive and stick this one in a box and copy later

Michelle :

Yes after you are able to transfer your data off, try to re-formatt and if that fails, that means the drive will need to be replaced.

Michelle :

You can place the imac in target disk mode by holding down the T key upon startup then connect it to your macbook pro (if you wish to go that route)

JACUSTOMER-exwewqv6- :

I think I may replace the drive and then can migrate data back on, can not migrate data off on too macbook since to much data. So the safest and fastest may be to replace the drive

Michelle :

Whatever works best for you. Since you are working with soooo much data at a time, it make be safer to replace it

JACUSTOMER-exwewqv6- :

and the migrate wont send to a hardrive

Michelle :

Send to a hard drive? Im not sure I understand. Can you clarify

JACUSTOMER-exwewqv6- :

yes, well I guess no quick fix

JACUSTOMER-exwewqv6- :

I cant migrate data from imac to a hard drive

JACUSTOMER-exwewqv6- :

it wont do that, only to another mac or import from a drive.

JACUSTOMER-exwewqv6- :

as far as I know

Michelle :

You will not be able to migrate, but you can drag and drop your files

Michelle :

So you can drag the entire user folder and application folder and dump it on the external drive

JACUSTOMER-exwewqv6- :

yes, but is that different than mirgrating

Michelle :

Yes. Migrating makes a clone of your computer. So in the event you have a hard drive failure or get a new computer, it would look as if nothing happened. But when you drag and drop, your will have to re-organize everything manually

JACUSTOMER-exwewqv6- :

migrating has no other advantage?

JACUSTOMER-exwewqv6- :

system stuff or anything functional

Michelle :

Well migrating using time machine really back up everything. When you re-install the operating system, it will automatically re-install system files so you don't need to worry about that. You will just need to dump your items where they belong. Example: Drag the documents folder from your external hard drive and dumb it in the documents folder on your computer. Drag the pictures from your external hard drive and dump in in the picture folder on your computer etc . When you migrate, it does all that stuff for you

JACUSTOMER-exwewqv6- :

well maybe I will back up files for apps on time machine and the working fills copy over to a external storage. That might be my best option.

JACUSTOMER-exwewqv6- :

can migrate back from time machine for apps and fonts, copy files back.

Michelle :

Your apps should be on time machine already. When was your last backup

JACUSTOMER-exwewqv6- :

didnt

JACUSTOMER-exwewqv6- :

like I said brought this machine home recently just to do work at home

JACUSTOMER-exwewqv6- :

so should I run time machine from macbook and connect by firwire

JACUSTOMER-exwewqv6- :

or will time machine run ok from the imac running off usb drive

Michelle :

I thought you mentioned not having an up to date backup. If you did not initiate time machine at all, then your only method is to drag and drop. Time machine will not recognize your iMac as a drive to backup. Since it will see it as an external hard drive

JACUSTOMER-exwewqv6- :

I had it backing up, but was very slow. Was running off the external start up drive.

Michelle :

Did you try to initiate the backup after your iMac was having issues?

JACUSTOMER-exwewqv6- :

yes

Michelle :

I'm afraid it was too late at that point. So your only option is to drag and drop your entire user folder.

Michelle :

And applications folder

JACUSTOMER-exwewqv6- :

ok

Michelle :

This will take forever so you should initiate it before you go to bed

Michelle :

Would you like me to walk you through?

JACUSTOMER-exwewqv6- :

I'll probably have to just reinstall. I left it running all night last night on time machine and barely copied 100 gigs

JACUSTOMER-exwewqv6- :

well I just wonder what is the fastest way to drag over files, you say doing it from the imac isnt best

Michelle :

So you are ok with re-formatting it>

JACUSTOMER-exwewqv6- :

and should do a firewire from macbook

JACUSTOMER-exwewqv6- :

reformating I can manage

Michelle :

At this point you can not do it from the iMac. There is an issue with the drive.

JACUSTOMER-exwewqv6- :

ok

JACUSTOMER-exwewqv6- :

got lots of file moving around to do then

Michelle :

You should defiantly try before re-formatting. Once you do that, your data is gone. (Unless you do data recovery)

JACUSTOMER-exwewqv6- :

I think the best and fastest way is going to be put the old drive in a case and stick a new drive in the imace

JACUSTOMER-exwewqv6- :

and can attach the drive by firewire and or usb and have an drive for back up attached.

JACUSTOMER-exwewqv6- :

and to reload files

JACUSTOMER-exwewqv6- :

then reformat old drive and have it for back up.

JACUSTOMER-exwewqv6- :

opps, old drive in a case I meant

JACUSTOMER-exwewqv6- :

new drive in imac.

Michelle :

I totally got what you meant. You can only connect both computers using firewire cable. But if you do replace your iMac hard drive. You can defiantly connect the old hard drive to transfer data. Connecting both computers is basically doing just that without the hard drive being removed

Michelle :

I hope that made sense

JACUSTOMER-exwewqv6- :

yes does, just saves moving files twice if I buy a new drive and end up with a spare drive.

Michelle :

Whichever options are easier for you. You have two options to choose from.

Michelle :

If you already have a hard drive sled/case thats fine.

JACUSTOMER-exwewqv6- :

both are not what I felt like doing tonight though :)

JACUSTOMER-exwewqv6- :

thanks for your help.

Michelle :

Ha ha I know.. I'm so sorry. You are sooo welcome. Best of luck.. You have a lot of work to get done

JACUSTOMER-exwewqv6- :

yup, better let you help someone else and get at this.

JACUSTOMER-exwewqv6- :

Thanks and have a good night

Michelle :

Thank you. You do the same :)

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 863
Experience: Apple Computers and Mobile support with 12 years of exp.
Michelle and 3 other Mac Specialists are ready to help you

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  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
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  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
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  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

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  • Mike

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    Mike

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    John T. F.

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Michelle
Michelle
Mac Support Specialist
863 Satisfied Customers
Apple Computers and Mobile support with 12 years of exp.