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My daughter and I switched out computers. I gave her my Mac…

Customer Question
My daughter and I...

My daughter and I switched out computers. I gave her my Mac Book Pro and she gave me her Mac OS X. She forgot her password ***** it won’t allow me to update software. Can you help me.

Technician's Assistant: When did you last change your password ***** Apple ID?

She doesn’t know.

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

I tried something as a guest user but it didn’t work.

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

Not at this moment

Submitted: 8 months ago.Category: Mac
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Answered in 6 minutes by:
12/17/2017
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago
GeekGal
GeekGal, Computer Support Specialist
Category: Mac
Satisfied Customers: 1,832
Experience: MIS degree and 15+ years experience with both Mac and Windows hardware & software
Verified

Hi there! My name is*****'m sorry that you're having this trouble. It would be my pleasure to assist you with this.

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Customer reply replied 8 months ago
Ok
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

On the login screen of the computer that belonged to your daughter, what do you see above the password *****? Do you see an email address or just a username?

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Customer reply replied 8 months ago
Her name: afkari
Customer reply replied 8 months ago
Sorry I’m slow.
Customer reply replied 8 months ago
User name
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

That's ok. I was hoping that you'd see an email address because that would mean that it used her Apple password ***** can easily be reset. We can still fix this, it will just be a little more complicated. Please give me just a few minutes to type up detailed instructions.

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Customer reply replied 8 months ago
She has two user names and one guest. I use the guest site. The other user name is Condi.
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Thank you for that information. Please follow the steps below to reset the ADMIN password:

Power off your Mac. Turn it back on and immediately hold down Command and R keys at same time for 10 seconds. This will boot your Mac to "Mac OS X Utilities” menu. Click on the “Utilities” menu in top bar , then select “Terminal". Type: resetpassword (All one word , no spaces) Press return. On the Reset Password ***** select “hard disk” from the menu bar at the top, then select the user account from the drop down menu. Confirm the user account, change password ***** Save. Next click on the Apple icon and select Shutdown. Turn it back on.

You may need to do this for each user name.

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Customer reply replied 8 months ago
Ok, I’ll give this a try.
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Thank you. Please keep me posted. If you get stuck on any of the steps or have questions, just let me know. I am committed to working with you until the problem is fully resolved.

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Customer reply replied 8 months ago
I’ve tried this several times. It never goes to the utilities menu.
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Does it go to the regular login screen? Getting the timing right can be very tricky. Please try again, pressing and holding the command and R keys until you hear the Apple startup chime.

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Customer reply replied 8 months ago
Maybe we can do the remote repair. I’ve had this too long not to be able to use it properly
Customer reply replied 8 months ago
Still the same
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

I'm sorry. I would be happy to do that. Unfortunately, you have to be logged in to an admin account and connected to the internet in order to do SECURE REMOTE ASSISTANCE. Please login to the Guest account and check to see which specific version of the Apple operating system you are using. From the Apple menu, choose About This Mac. Your version of OS X appears directly below. Please let me know what you see there.

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Customer reply replied 8 months ago
I am connected to the internet in the guest site.
Customer reply replied 8 months ago
10.6.8
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Thank you for that information. Please give me just a moment to review our options. Would you be open to re-installing the Operating System? Is there any data on the computer that you are hesitant to lose?

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Customer reply replied 8 months ago
No. I just want to able to stream my music and watch Netflix. Will that be possible as this appears to be a fairly old computer.
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Yes, that should definitely be possible. Please give me just a moment to tailor instructions to your specific operating system.

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Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Let's try an alternative method of resetting your password ***** we resort to a complete reinstall. Please do the following

  1. Power on or restart your Mac.
  2. At the chime (or grey screen if sound if off), hold down Command+S
  3. At the prompt, type fsck -fy and press Enter. Allow the system checks to complete.
  4. Type mount -uw / Next, press Enter.
  5. Type launchctl load /System/Library/LaunchDaemons/com.apple.DirectoryServices.plist . Next, press Enter.
  6. Type ls /Users . Press Enter.
  7. Type dscl . -passwd /Users/Condi password . NoteL Type a new password ***** your choice rather than actually typing password.) Press Enter.
  8. Type reboot and press Enter.
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Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Please try this and keep me posted as to the results. I will continue to work with you until your problem is resolved.

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Customer reply replied 8 months ago
Still did not work
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

Thank you for the update. Can you please provide additional information? At what point did it go wrong? With more information I can better determine what steps we should take next. Do you have the original installation media that came with this MAC? It may be on a cd or on a usb drive.

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Customer reply replied 8 months ago
It’s been a while. Let’s just call it quits and I’ll takr it into a Apple store.
Mac Support Specialist: GeekGal, Computer Support Specialist replied 8 months ago

I will opt out of the question in the hopes that another expert may be able to help you. The next expert will see our entire conversation, so there will be no need to repeat anything. You will be notified by email when another expert has begun working on your question. Thank you for your patience. Have a good afternoon and evening!

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