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Hi, my name is ***** ***** I'll be assisting you today.
On your Mac, please click on the Apple menu at the top-left corner and then click "About this Mac."
On the window that comes up, what's the OS version listed?
OK, and do you know the model/year of this Mac?
PS: Please ignore the automated remote assistance offer shown on this page; it's sent by our site and not by me. We do not need to do a remote session; instead we can continue conversing on this page itself.
Could you let me know the model and/year of this Mac as well? (It should be listed at the same info screen)