Hi, and welcome! My name is XXXXX XXXXX I am excited to get started with you.So I can better assist you with your issue, I will need additional information. Are you getting an error message in safari related to plugins? If so what does the message say?
it says blocked plugin
Does it happen with particular sites or all?
Okay, thanks for the clarification. In safari, click on Safari in the top menu and choose preferences
Click on the Security tab. Is the Allow Plug-ins box checked?
ok i have done that already my problem is my password
Password XXXXX what? Is that your computer password?
yes my apple password XXXXX XXXXX but i need another password XXXXX my computer
plugins are checked
So you forgot the administrator password XXXXX your computer that allows you to update or install programs on your computer correct?
Okay I can help you with resetting it. Before we do that, have you tried just hitting enter instead of typing in a password?
Can you try to hit enter and let me know if your computer takes or rejects it
ill try does not allow
Okay so lets go ahead and reset your password. Your issue is probably related to required updates. But since you do not remember the password, you can not install them. What version of OS X are you running?
Click on the apple logo in the upper left corner and choose about this Mac. Read me the version number
To reset the password, you will need the installation disk. Would you happen to have it?
We can try without the disk but you will need to be chatting from a different computer. Do you have an ipad or another computer that you can chat from
In your email, there should be a link from JustAnswer that will pull up the chat. Click on the link in your iPad so you can chat from there
Ok great. Lets get started. Reboot your computer while pressing and holding down command + S key until a black screen appeards
Yes. Press restart and as soon as it restarts, press and hold down the command + S Key until a black screen appears
Is the black screen with commands displaying ?
Oh no I see you went offline. I hope you can find your way back. I thought you were chatting from your iPad
Oh ok good. It said you were offline. Is the black screen appearing on your iMac?
Is your keyboard for your Mac wired or wireless?
Ok so that means you may not have pressed both command+s key correctly. Is there a forgot password XXXXX in the middle at the bottom?
Ok, lets try it again. The command key is the button right next to the space bar. Press the command key and the S key at the same time until a black screen appears.
Yes, choose reboot and then immediately press and hold both keys
The press and hold the power button in the back until it powers off
Good. Next type in type fsck -fy and press enter, it may take some time to finish. Make sure there is a space between fsck and -fy
try it again fsck -fy (press the space bar after fsck) (Press enter right after fy)
Are words running down the screen?
okay let me know when its done
Okay next type in mount -uw / (there is a space before and after -uw)
Next type ls /Users (Space between Is and /User and it is case sensitive) this will list all users on your mac so you can get the name
The I is Is is uppercase and the U in users is upper. Make sure both the I and U are upper. To make them upper case press and hold Shift and then the letter
Try it again. ls /Users
okay try all lower case
I assume you do know your user name so let move on to the password XXXXX Type in passwd Your username (Type in your username exactly how it appears)
Now enter a new password XXXXX (press enter after each entry) You will not see anything
Now type in reboot
Try this route instead
Take note of the spaces
dscl (space) .(space) -passwd (Space)/Users/username password
Username is XXXXX XXXXX example: /Users/Michelle candy
(candy is the password)
How is it going?
You may not be entering the username as it appears. Lets start over. Type in exit
Are you back at the login screen?
Okay, when you get there, take note of exactly how your username is listed.
You can also write it down
After root# XXXXX in exit
Okay. Now the username that is listed, is that exactly how you were typing it in?
Oh it just logged into to your desktop. Click on the apple logo in the upper left corner and choose system preferences.
Choose Accounts or Users/Groups
Yes but you will still need the old one. Next to full name, is that the name you were entering in earlier?
Thats probably why ok no worries. Lets do it again. Click on the apple logo and choose Restart. Immediately press and hold command+ R
Are you at the command line ?
Its Command+ S
The command key is right next to the space bar
Wow.. your right. My apologies. Command + S
type fsck (space)-fy and press enter
Next type mount -uw / (there is a space before and after -uw) mount (space)-uw(space) /
Next type passwd username (where username is your username) Example: passwd (Space) Michelle
Are you hitting enter after each command btw
Ok now type in your new password XXXXX (You will not see anything)
Hit enter after each password XXXXX
Ok then try passwd username (where username is your username) again and then type in the the new password XXXXX in the same line twice and then hit enter
Is it back at #root?
Now type in exit and hit enter
You should then be at the log in screen. Type in your new password
Did you type in exit and then hit enter?
Ok let me know what displays on your screen next
Click on accounts or user/groups
Click on the lock in the bottom left corner and type in your new password
Does the lock unclock?
You said yes, is the lock unlocked?
What is currently displaying on your screen
What are your options?
Arg.. Ok lets we can try one more time. Before we go back into the terminal mode again. Is there any chance you still have your 10.6 snow leopard disk?
We are going to try a different command. This one will be a little longer but im sure you will be able to get it. Restart again doing Command+ S
Type in mount -uw / then hit enter
mount (space) -uw (space)/
launchctl load /System/Library/LaunchDaemons/com.apple.DirectoryServices.plistlaunchctl (space) load(space) /System/Library/LaunchDaemons/com.apple.DirectoryServices.plist
launchctl load /System/Library/LaunchDaemons/com.apple.DirectoryServices.plist
launchctl (space) load (space) /System/Library/LaunchDaemons/com.apple.DirectoryServices.plist
Lets go step by step. I know its pretty long. Do not hit enter until the end. Type in launchctl
Do not hit enter
Hit space and then type in load
hit space and then type in /System/Library
Next type in /LaunchDaemons (No space after /System/Library)
So it should look the /System/Library/LaunchDaemons
you actually were not suppose to hit enter yet, we had one more command
Type it in again. This is the full code
Make sure you are capitalizing the ones that need capitalization
After hitting enter, you should be back at #root
After root# XXXXX: dscl . passwd /Users/username (after Users/ type in your actual username)dscl (space) . (space) passwd (space) /Users/username
If done correctly, You’ll be prompted to enter a new password; follow the on-screen prompts to complete the password XXXXX
Did you get command not found
That means you enter the wrong username
Its the one that is next to the house icon
What do you mean already loaded?
Is it back at root#
Type in ls /Usersls (space) /Users
Does it give you a list of usernames?
Good. Is that exactly how you were entering it earlier?
Its ok now you know what to input. Write it down, we will need it
After root # XXXXX in : launchctl load /System/Library/LaunchDaemons/com.apple.DirectoryServices.plist
Last Step: dscl (space) . (space) passwd (space) /Users/username (Make sure you enter the username that was listed in place of username)
Yay! Ok good. Now type in reboot after #root
Now you will need to run your updates. Click on the apple logo in the upper left corner and choose software updates. Which updates are available? Also, let me know if you get any keychain pop ups
Ok lets update Flash then. Click on the apple logo and choose system preferences. At the bottom you Click on Flash Player
Click on the Advance tab. Under browser settings and data, choose delete all
Check delete all data sites
Click on the check for updates button at the bottom
Are there any updates for adobe
Choose force close all to continue. All windows need to be closed to update Adobe
Ok now open safari and click on preference< security
Make sure the plug in box is still checked
You may need to restart your computer but visit any website and check if you still get the blocked plug in
Can you browse safari ok now?
You are very welcome. Thank you so much for your patience. Enjoy the rest of your day