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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 16396
Experience:  5 years as Network Admin, 10+ years of IT support
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My macbook pro is "locked" ie. the cursor won't work, and I

Customer Question

my macbook pro is "locked" ie. the cursor won't work, and I can't turn it off
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: I,m not sure . how do I find out? and can I talk on the phone instead of text?
JA: Have you installed any updates recently?
Customer: I was asked to update adobe reader not long ago. Since when I have kept getting ads on the screen more than I used to.
JA: What troubleshooting have you tried?
Customer: Don't know any... I only tried touching the on/off button gently
JA: Anything else you want the Mac expert to know before I connect you?
Customer: No, thank you so much
Submitted: 21 days ago.
Category: Mac
Expert:  Josh replied 21 days ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 21 days ago.

Please hold down the POWER button for 10-15 seconds until your Macbook powers off.

Wait 10 seconds then press the Power button to turn it back on.

After the reboot, your computer should be working again.

If you have anymore questions, please let me know otherwise if you can take a minute and use the rating system to rate our session as 4 stars or higher and press Submit so I am credited with helping you.

Expert:  Josh replied 20 days ago.

I am checking back up on you about your issue. If the issue is resolved or you do not need anymore help, please rate our session as 4 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.

Expert:  Josh replied 19 days ago.

Happy New Year!

I still have not heard back from you in a while -- If the issue is resolved, please rate our session as 4 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.