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Pete
Pete, Computer Engineer
Category: Mac
Satisfied Customers: 15736
Experience:  Over 16 years of computer experience, CISCO certified
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Mac book air, unable to log on, (enter password) as curser

Customer Question

mac book air, unable to log on, (enter password) as curser is frozen in upper left corner, also get a bluetooth key board setup dialogue window: this may be due to password ***** with capital B
JA: Just to clarify, how old is your MacBook Air and what operating system are you running?
Customer: less than a year, april 2016
JA: Have you installed any updates recently?
Customer: no
JA: What troubleshooting have you tried?
Customer: off on a couple of times safe start: hold control while starting = no change
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no damage or liquid spills
Submitted: 21 days ago.
Category: Mac
Expert:  Pete replied 21 days ago.

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Pete replied 21 days ago.

Can you try connecting an external keyboard to a USB port on the Macbook Air and see if that lets you logged on?

Once successfully logged on, we can work on carrying out any repairs...

Pete.

Customer: replied 21 days ago.
logged on with external keyboard, curser still frozen, bluetooth set up assistant window has opened looking for wireless mouse or trackpad
Expert:  Pete replied 20 days ago.

Ok, so the problem is with the mouse and not the keyboard - are you currently using a wireless mouse? If so, check the batteries in it. Try replacing them then check if the mouse works again.