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I recently had my computer put back to factory reset. I was…

Customer Question
Hi I recently had...

Hi I recently had my computer put back to factory reset. I was having lots of problems. Everything was saved in the cloud. I have retrieved most everything except excel. I can see the doc but can't open it. Can you help

Technician's Assistant: Just to clarify, what's the make and model of your machine, and what operating system are you running?

Apple desk top ios

Technician's Assistant: Have you installed any updates recently?

No

Technician's Assistant: What troubleshooting have you tried?

I have the doc on my screen but don't know how to open it

Submitted: 10 months ago.Category: Mac
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Answered in 3 minutes by:
10/2/2017
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago
David
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1,751
Experience: BSc H.Dip Apple Certified Professional
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Hi my name is ***** ***** to JustAnswer. I am reviewing your question and will post a reply ASAP.

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Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

I think maybe Excel needs to be reinstalled. What happens when you try to double click the document?

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Customer reply replied 10 months ago
Nothing happens I can see the doc just can't make changes or open
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Can you right click on it? Can you see "Open With", and hover over it. What is in the list?

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Customer reply replied 10 months ago
It doesn't open and I do not want to pay $39
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

You don't have to pay the $39 that's optional.

You mean the right click menu doesn't open?

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Customer reply replied 10 months ago
No
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

That is strange, that is the root of the issue I think.

Can you right click on anything else? What happens if you right click a blank spot on the Desktop for example?

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Customer reply replied 10 months ago
New folder appears with options
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Ok, so right click is working, but try right clicking over the document again, what opens?

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Customer reply replied 10 months ago
Nothing happens
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Very strange, not even a menu opening.

Where is this document located? Is it on the Desktop, if not where?

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Customer reply replied 10 months ago
It is in my doc
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Can you drag it to the Desktop?

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Customer reply replied 10 months ago
I will try hold on
Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Very strange that you don't get right click menu.

Can you single click on it? Does it get "selected" with a single click?

If you can select it, then click the File menu at the top, click Get Info.

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Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

Still there? How did that go?

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Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

I will need to sign off. Let me know how it went and if you have any questions. I hope I helped sort the problem.

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Mac Support Specialist: David, Mac Support Specialist replied 10 months ago

If I have been of help resolving your issue please take a minute to rate my help, much appreciated!

PS Let me know if you have any follow-up questions at all. Thanks for using Just Answer.

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Customer reply replied 10 months ago
It did not help. Please stop sending mesages
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