I am sorry to hear about that problem. My name is***** am a computer expert with 17 years of experience and I will be trying to help you as good as I can.
Can you please let me know if you are running Mac OS or Windows on your MacBook Pro right now? If you are unsure about that, please go to http://whatsmyos.com/ and let me know what it tells you there.
Thanks for your patience and best regards,
Are you still there?
Yes, that is your computer model, but what is your operating system on that computer, that is what I´d need to know. Can you just go to
and tell me what it shows you there?
I would be happy to remotely connect to you to address the issue, but can you please first let me know what the website shows you under "Your OS is....."
I am here, but you are not answering my request, which I´d need to know so that I can help you.
You please need to click on this link:
And then tell me what it is showing you for "Your OS is"..... What does it say there?
Thank you. I will forward this to our other experts, since I do only troubleshoot problems with Windows. Thank you very much for your patience.
My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
The best option will be to use a screen connect remote session so that I can connect to your computer directly and do this for you.
I will send you the info.
do you still need help with this?
okay. I sent the remote screen connect offer. Were you able to see that info?
okay, thank you. Click on the blue link below and allow the remote session to download and run please> then reply here with the 9 digit access code and password.