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Freezes where I can't log in. Gets me to screen I should be…

Customer Question
Freezes where I can't...

Freezes where I can't log in. Gets me to screen I should be able to click my icon and cursor stuck in up left corner and can't tab either

Technician's Assistant: Have you tried having password ***** directions emailed to you?

Nothing to do with password. Can't even select icon to log in

Technician's Assistant: What's the model and Operating System (OS) of your device?

MacBook Pro. Not sure which OX (had this for 4 years )

Technician's Assistant: When did you purchase your MacBook? What troubleshooting have you tried?

2013. I've done a soft and a hard reboot and get stuck in the same place

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Just help. Have a paper to write tonight and can't get on

Submitted: 8 months ago.Category: Mac
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Answered in 5 minutes by:
9/18/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,547
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 8 months ago
Been slow to let me log in for months (2-5 min); completely stuck for last 4 hours
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Is this your macbook?

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Customer reply replied 8 months ago
it's mine.
Customer reply replied 8 months ago
Is there a way to take a pic and show you ?
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

We can do a live screen share If you want?

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Customer reply replied 8 months ago
How do I do that? I'm on my iPad talking to you
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Does it always freeze on login or only sometimes?

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Customer reply replied 8 months ago
Always slow, but froze completely today
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Have you done a hard reboot on it?

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Customer reply replied 8 months ago
Hard and soft
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Okay.

Do you have any restore disks?

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Customer reply replied 8 months ago
No
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

The next step would be to get restore disks and get it booted up as a repair.

Would this at all be possible?

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Customer reply replied 8 months ago
I'll have to find a local Mac store
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

This would also be a route to take as well, I'm assuming you have a back-up of your files?

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Customer reply replied 8 months ago
I do not have back up other than in cloud. Not tangible
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Okay at least we have a back-up.

Would you like me to close this off as cannot answer online

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Customer reply replied 8 months ago
Close
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 8 months ago

Ok thanks

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