Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Mac
This answer was rated:

My daughter passed away and I would like to access her iPad

and MacBook. I do not...
My daughter passed away and I would like to access her iPad and MacBook. I do not know her passcodes. I don't want to lose her info, pictures, etc. Is this possible?
Show More
Show Less
Ask Your Own Mac Question
Answered in 1 minute by:
9/15/2013
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11,611
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified
Hi and Welcome. My Name is XXXXX XXXXX I look forward to assisting you today with your question.

I've both good news and bad news. Good news is, you can reset the passcode/password XXXXX the Mac easily without losing anything. The bad news is, there is no way to reset the passcode of the iPad. That is how Apple designed it.

Do you want help with resetting the password XXXXX the Mac ?
Ask Your Own Mac Question
Customer reply replied 4 years ago

Yes PLEASE! I have to run in the other room and get it.

Jaime, first of all I'm very sorry for your loss :(

Back to the question, do you know what version of Mac OS X does it have ?
Ask Your Own Mac Question
Jaime, I mean do you know what version of Mac OS X does it have ?
Ask Your Own Mac Question
Customer reply replied 4 years ago

Still have the box, I am looking

Ok Jaime. Let me know if you find any OS X installation discs in there.
Ask Your Own Mac Question
Customer reply replied 4 years ago

It doesn't have a disc drive

Is this Macbook Air ? When did she purchased it ?

I need to identify the version/model, so we can move to the right direction
Ask Your Own Mac Question
Customer reply replied 4 years ago

MacBook Pro It says something about if I have a problem, then MacBook OS X utilities can help repair...does that sound right? Brand new computer last month.

Customer reply replied 4 years ago

It's macBook Pro and it says something about OS X utilities? Does that sound right?

Yes Jaime. Now we are going to use the Mac OS X Utilities to reset the password XXXXX the Mac. Follow the steps below :

  • Turn off the Mac
  • Turn in back on and immediately hold down Option key at boot and select the “Recovery” disk at the boot menu (Alternatively, to boot into Lion Utilities restart your Mac and immediately hold downCommand and R keys)
  • This will boot the Mac to "Mac OS X Utilities” menu
  • Click on the “Utilities” menu in top and select “Terminal"
  • Type (without space) resetpassword and press return
  • Confirm the user account and then change the password XXXXX anything you want.
  • Then restart the Mac and login with the new password.



If you get any errors related to Keychain after resetting and login with new password, then do the steps below;

  1. Go to Macintosh HD/Applications/Utilities/ and open Keychain Access
  2. From the Keychain Access menu, choose Preferences.
  3. Click Reset My Keychain, which is under the General pane.
  4. Authenticate with your login password.
  5. Quit Keychain Access.



Let me know once you did that, so we can fix the iPad.

Best Regards,
Ashik
Ask Your Own Mac Question
Jaime, FYI your Mac should have the latest version of Mac OS X i.e Mac OS X 10.8 Mountaion Lion

If you have any trouble following the steps, please reply back and I'll walk you through. Once we fix the Mac, we can reset the iPad back to working condition.

Best Regards,
Ashik
Ask Your Own Mac Question
Customer reply replied 4 years ago

I'm getting a swirly thing and it won't let me type anything


 

Are you in the Mac OS X Utilities screen now ?
Ask Your Own Mac Question
Customer reply replied 4 years ago

I turned it off and on again and now it's asking if I want to create new keychain update keychain password, or continue log in

Create new keychain
Ask Your Own Mac Question
Customer reply replied 4 years ago

I am getting a message that I need to enter a password XXXXX her gmail got imessage access. I do not have this either

That is something outside of our control Jaime. However, you can try resetting her Gmail account password XXXXX here : https://www.google.com/accounts/recovery/

There is no way to reset the password XXXXX you've access to her phone or know the security questions.

Do you have the iPad handy ? If so, we can restore it back to factory settings so you can start using it.
Ask Your Own Mac Question
Customer reply replied 4 years ago

Hi, I got into the macbook ok, thank you so much for your help. There were six pictures of my daughter on there. She only had the computer for a few days before she passed. I don't want to lose all the info on the iPad, so do we have to restore it to factory settings?

Unfortunately Yes. That is our only way. Apple designed that way due to some security reasons.

If she had iCloud enabled on it, then everything should've backed up to the iCloud. So if you know her Apple ID and password, then you can restore everything back. Do you know her Apple ID and password ?
Ask Your Own Mac Question
Jaime, on the Mac open iTunes application. In iTunes, click on iTunes menu and select Preferences. Click on Devices tab and do you see the iPad listed under "Device Backups"
Ask Your Own Mac Question
Customer reply replied 4 years ago

Where do I find preferences


 

In the iTunes menu next to Apple icon (in iTunes application)
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11,611
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified
Ashik and 87 other Mac Specialists are ready to help you
Ask your own question now
Customer reply replied 4 years ago

I don't see anywhere it says menu or preferences. I will have to finish this tomorrow. Thank you for your help!

Jaime, add a bookmark of this page so you can get back to me directly tomorrow.

I'll try me best to help you to recover without erasing the contents from iPad.

Open iTunes application from Applications folder and can't you see the iTunes menu (name of the menu is iTunes itself) in the top ?

Also do you know her Apple Id and password ?

Best Regards,
Ashik
Ask Your Own Mac Question
Customer reply replied 4 years ago

Yes, I have apple ID and password. I will bookmark. You are the best!!! TY so much.

You're most welcome Jaime.

We can continue tomorrow. Just reply back here when you are ready and I will get back to you ASAP.

Meantime, goto www.icloud.com and sign in with her Apple ID and password and see if you can access her data from there.

Best Regards,
Ashik
Ask Your Own Mac Question
Customer reply replied 4 years ago

I was able to get into icloud ok. Will come back much later today and try iPad. There was nothing stored in iCloud.

Let me know when you are back Jaime. I will be here for the next 8 hours

Best Regards,
Ashik
Ask Your Own Mac Question
Ask Ashik Your Own Question
Ashik
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11,611
11,611 Satisfied Customers
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc

Ashik is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

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!

FrankCanada

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 CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

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.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,555 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,394 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,994 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,507 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
Lost my password on iCloud. Lost my password on iCloud.
Lost my password ***** iCloud JA: What exactly are you having trouble accessing? Customer: Lost my password ***** iCloud JA: What's the brand and model of your computer? And the Operating System (OS)?… read more
RussellA
RussellA
Solutions Architect
Bachelor\u0027s Degree
121 satisfied customers
My daughter is facing problem to remember her iCloud
My daughter is facing problem to remember her iCloud password. Can you please help me to reset password ***** her? … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
I am trying to download from iCloud iPhone 6 to new iPhone
I am trying to download from iCloud iPhone 6 to new iPhone 8 … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,269 satisfied customers
Trouble with my apple, iTunes and iCloud passwords. Need
hello Trouble with my apple, iTunes and iCloud passwords. Need help. I'm Canadian … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
Trying to register for Icloud. Was referred to this address.
Trying to register for Icloud. Was referred to this address. What now … read more
Josh
Josh
It Support Specialist
Associate Degree
5,138 satisfied customers
Message re backup to ICloud will not clear from screen.
Message re backup to ICloud will not clear from screen. Unable to unlock phone. … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
I can't find the iCloud account on my iPad. Where is it? I
I have inherited my deceased aunt's iPad. I want to delete her info as well as her granddaughter's info so that I can put my own info in for iTunes. … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
Can't remember my iCloud name and password. This is my
This is my father in laws iPad and don't think it has been update or changed since he got it … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
I have a Icloud email that will not reset. The Apple ID is a
the Apple ID is a different email it will @me Acct … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
Trying to buy additional space on icloud. Spoke to to
Trying to buy additional space on icloud. Spoke to to technician,, case #***** … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
I need a password in order to get iCloud. Without iCloud it
I need a password ***** order to get iCloud. Without iCloud it seems to be screwing up my Rogers email account. … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
My icloud is full. My icloud is full. IMac OS10.13.1 i
iMac OS10.13.1 i removed my large photo and video files from iCloud … read more
Ricky Kresslein
Ricky Kresslein
Bachelor\u0027s Degree
548 satisfied customers
Iphone7 is disabled. How to erase and restore using Icloud?
Iphone7 is disabled. How to erase and restore using Icloud? … read more
Ashik
Ashik
Mac Technician
11,611 satisfied customers
I forgot the iCloud password! I took it to the experts but
I took it to the experts but still they failed to recover it … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,269 satisfied customers
My Vanguard password is not updating in my iCloud keychain.
My Vanguard password ***** ***** updating in my iCloud keychain … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
Apple password and iCloud passwords are different. I forgot
apple password ***** iCloud passwords are different. I forgot my iCloud password … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
It appears there is a problem to do with iCloud with
It appears there is a problem to do with iCloud with messages being sent back and forth on a duplicated basis. i have spent over 2 hrs with Apple who suggest there is problem with "spooling" and I sho… read more
Justin Johnson
Justin Johnson
Training and Development Contractor
1,016 satisfied customers
Cant connect to my icloud, when i log in to icloud gave me a
when i log in to icloud gave me a message that says password ***** be sent in the clear in my user name and password ***** i cloud its affecting all my devices iphone 5 pc is ok … read more
Josh
Josh
It Support Specialist
Associate Degree
5,138 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x