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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8997
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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I WAS ON MY COMPUTER, IN APPLE STORE, WHEN THE POINTER

Customer Question

HI MIKE. I WAS ON MY COMPUTER, IN APPLE STORE, WHEN THE POINTER STOPPED WORKING. IT GOES TO SPOTS BUT WON'T WORK. IT IS A BLACK ARROW
JA: Just to clarify, what's the make and model of your machine, and what operating system are you running?
Customer: IT IS A MAC BOOK PRO. AND IT IS SEVEN YEARS OLD. BUT I CAN'T TELL YOU ABOUT THIS MACHINE OPERATING SYSTEM, BECAUSE THE POINTER DOESN'T WORK
JA: Have you installed any updates recently?
Customer: I AM NOT SURE WHEN
JA: What troubleshooting have you tried?
Customer: I SHUT IT OFF AND RESTARTED IT. BUT CAN'T DO ANYTHING WITHOUT THE POINTER WORKING
JA: Anything else you want the Mac expert to know before I connect you?
Customer: THAT'S IT THANKS
Submitted: 11 months ago.
Category: Mac
Expert:  Mike replied 11 months ago.

Hi, welcome to justanswer.com! My name is Mike.

I am going over your question and I will be with you shortly.

Expert:  Mike replied 11 months ago.

Does it have a removable battery on the back?

Customer: replied 11 months ago.
Expert:  Mike replied 11 months ago.

OK try this:

Resetting the SMC and PRAM memory on Mac portables with a battery you can remove

1. Shut down the computer.

2. Disconnect the power adapter from the computer, if it's connected.

3. Remove the battery.

4. Press and hold the power button for 5 seconds.

5. Release the power button.

6. Reconnect the battery and power adapter.

7. Locate the following keys on the keyboard: Command, Option, P, and R. You will need them in step 9.

8. Turn on the computer.

9. Press and hold the Command-Option-P-R keys before the gray screen appears.

10. Hold the keys down until the computer restarts again at least twice.

11. Release the keys.

Customer: replied 11 months ago.
IT STILL DOESN'T WORK
Expert:  Mike replied 11 months ago.

Do you have a mouse or can you borrow one to see if that works?

Customer: replied 11 months ago.
I DO HAVE A MOUSE. IT MOVES THE POINTER BUT IT DOESN'T DO ANYTHING EITHER
Expert:  Mike replied 11 months ago.

OK I can remote connect and see what's going on if you wish.

Customer: replied 11 months ago.
HOW MUCH EXTRA DOES THAT COST
Expert:  Mike replied 11 months ago.

It should say do you see the offer?

Customer: replied 11 months ago.
ARE YOU SAYING THAT I HAVE TO PAY YOU $ 32 EXTRA BECAUSE YOU CAN'T GET ME THE ANSWER FOR MY $25
Expert:  Mike replied 11 months ago.

Is the mouse you tried a wired USB mouse or bluetooth?

Customer: replied 11 months ago.
WIRELESS
Expert:  Mike replied 11 months ago.

No I can try to give you an answer but it is harder when I can't see the computer... the remote service is extra and many customers prefer that. It is also usually a lot faster. Let me know

Customer: replied 11 months ago.
I'LL STILL TRY THE NON-REMOTE. BESIDES I AM IN CONTACT WITH YOU ON MY PC BECAUSE I CAN'T DO ANYTHING ON MY APPLE
Customer: replied 11 months ago.
I DON'T KNOW HOW YOU CAN GET INTO MY APPLE
Expert:  Mike replied 11 months ago.

OK restart and hold Command R until you see the Apple Logo then tell me if you can click on things when you get the the Utilities screen.

Customer: replied 11 months ago.
WHAT IS THE UTILITIES SCREEN
Expert:  Mike replied 11 months ago.

You will see it when you do that.

Customer: replied 11 months ago.
WHAT COMES UP IS THE DESKTOP
Expert:  Mike replied 11 months ago.

OK then you might be running a system that is below 10.7. Restart and hold the Shift key until you see the Apple Logo you will see a login screen... then try to login and let me know

Customer: replied 11 months ago.
THE CENTER IS TURNING AND THERE IS A BAR BELOW THAT IT GETTING GREY VERY SLOWLY
Expert:  Mike replied 11 months ago.

Right that is what is supposed to happen...

Customer: replied 11 months ago.
OK
I GET THE MAC OS X BUT IT WON'T TAKE MY PASSWORD
Customer: replied 11 months ago.
I HAVE TRIED SEVERAL
Expert:  Mike replied 11 months ago.

But you can click right?

Customer: replied 11 months ago.
I TRIED THE PASSWORD ***** HAVE WRITTEN DOWN, I HIT LOG IN AND THE PASSWORD *****
Customer: replied 11 months ago.
CORRECTION, I CAN'T HIT LOG IN, I HIT ENTER
Customer: replied 11 months ago.
WHAT DO YOU MEAN CAN YOU CLICK RIGHT
Expert:  Mike replied 11 months ago.

So you still can't click?

Customer: replied 11 months ago.
CORRECT
Expert:  Mike replied 11 months ago.

OK it is either a hardware problem which I can't fix or it is a software issue which we might be able to fix. I assume you are running Snow Leopard 10.6 or below since you could not boot to Recovery HD using Command R. You will need your system install disk for Snow Leopard. Do you have it?

Expert:  Mike replied 11 months ago.

If not there is something we can try but ultimately we will probably need that disk.

Customer: replied 11 months ago.
I CANNOT FIND MY SNOW LEPOARD DISC. I CLOSED MY OFFICE AND SOME THINGS ARE ??????????
Expert:  Mike replied 11 months ago.

OK. Boot the Mac into Single User mode, hold the Command and S keys while the system boots up. You’ll hear the startup chime and will see white text on a black background appear.

When startup completes, you’ll see a command prompt at the bottom of the screen.

Type the following:

fsck -fy

Then hit Return

Then the process begins and you should see a range of text alerts appear within the interface.

Once the process ends the dialog will say one of two things: “File system was modified”, or “The volume (name) appears to be OK”. Let me know which it says.

Customer: replied 11 months ago.
IT SAYS IF YOU WISH TO BOOT THE SYSTEM: EXIT
:/ ROOTS# ***** FY
FY: NO SUCH FILE OR DIRECTORY
CAN'T START FY
Expert:  Mike replied 11 months ago.

no caps fsck -fy there is a minus sign

Customer: replied 11 months ago.
FILE SYSTEM WAS MODIFIED
Expert:  Mike replied 11 months ago.

OK do it again and keep doing it until it says “The volume (name) appears to be OK”

Customer: replied 11 months ago.
The volume Newer Drive appears to be ok.******* FILE SYSTEM WAS MODIFIED *******I DID IT AGAIN AND IT SAYS THE VOLUME NEWER DRIVE APPEARS TO BE OK.:/ ROOT#
Expert:  Mike replied 11 months ago.

OK type reboot and hit Return

Expert:  Mike replied 11 months ago.

OK if you still can't click then we need to get an external USB drive and a Snow Leopard disk, and install a clean system on the external drive. If it still does not click then you have a hardware problem and it needs repair. If the problem is gone then we can try and fix it. You could also just erase your current drive but I am guessing you don't want to do that...

Customer: replied 11 months ago.
OK. I HIT REBOOT.I PRESSED SAFARI, WHICH HAD BEEN ON AND IT IS NOW FROZEN. POINTER STILL DOESN'T WORK
Expert:  Mike replied 11 months ago.

So you clicked on Safari and it froze? OK then you will need the Snow Leopard disk you can purchase one here... http://www.apple.com/shop/product/MC573Z/A/mac-os-x-106-snow-leopard

Customer: replied 11 months ago.
SORRY. POINTER OPENED OPEN SAFARI BUT THE POINTER STILL DOESN'T WORK
Expert:  Mike replied 11 months ago.

Can you go to the Apple Logo and click do you see the dropdown?

Customer: replied 11 months ago.
MY APPLE IS EXTREMELY HOT ON THE BOTTOM
Expert:  Mike replied 11 months ago.

Can you click on the Apple Logo and see the menu?

Customer: replied 11 months ago.
ARE YOU STILL THERE?
Expert:  Mike replied 11 months ago.

Yes I asked you a question

Customer: replied 11 months ago.
I SHUT IT OFF AND RESTARTED. SOFTWARE UPDATES CAME U. CAN'T CLICK ON DETAILS
Expert:  Mike replied 11 months ago.

Right but can you click on the Apple logo and do you see the menu or not please

Customer: replied 11 months ago.
HELP! ARE YOU STILL THERE
Expert:  Mike replied 11 months ago.

Can you answer my question please!!

Expert:  Mike replied 11 months ago.

GO TO THE APPLE LOGO IN THE LEFT CORNER CAN YOU CLICK ON THAT DO YOU SEE THE DROPDOWN?

Expert:  Mike replied 11 months ago.

If not then you will need the Snow Leopard disk you can purchase one here... http://www.apple.com/shop/product/MC573Z/A/mac-os-x-106-snow-leopard

Let me know

Customer: replied 11 months ago.
I ASSUME SINCE YOU HAVEN'T ANSWERED ME FOR 55 MINUTES, THAT YOU CAN'T HELP ME AND HAVE GONE OFF WITHOUT TELLING ME. IF YOU COME UP WITH SOMETHING E-MAIL ME.
Expert:  Mike replied 11 months ago.

I AM ANSWERING YOU!1!

Expert:  Mike replied 11 months ago.

You obviously are not getting my posts but you should get the emails at least... Let me know

Expert:  Mike replied 11 months ago.

YOU NEED THE SNOW LEOPARD DISK TO CONTINUE: http://www.apple.com/shop/product/MC573Z/A/mac-os-x-106-snow-leopard

Customer: replied 11 months ago.
I AM GOING TO CHECK AROUND FOR MY DISK.NOTHING IS WORKING
Customer: replied 11 months ago.
UNFORTUNATELY I HAVE TO GO.
Expert:  Mike replied 11 months ago.

I don't know how you could be answering me without seeing my posts but anyway I have been replying to you I thought YOU were ignoring ME. Let me know

Expert:  Mike replied 11 months ago.

Hopefully you now see I was answering you.... Please let me know

Expert:  Mike replied 11 months ago.

Do you still need help?

Customer: replied 11 months ago.
No I took it into Apple. It's a hardware problem. The entry bar is broken. And can't be fixed
However with a little jiggling we got to work and made the entry via the touch bar.
Only a short term solution but it is eight yrs old. Thanks for trying
Expert:  Mike replied 11 months ago.

I told you it probably was a hardware problem, the employees at Apple get paid not matter what... you came here and asked me for help and I spent a good deal of time trying... great thanks.

If you are satisfied, please kindly provide an OK or Above Rating - so I get paid. Also please note we get paid the same no matter how long it takes to solve your issue, so bonuses are GREATLY appreciated. Keep in mind you can always come back to this page at any time regarding this question. Thanks!!