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I have an iMac -- It's been in storage for a while. I don't…

Customer Question
I have an iMac...

I have an iMac -- It's been in storage for a while

Technician's Assistant: What Operating System (OS) are you running on your iMac?

I don't think I ever knew... what are the choices?

Technician's Assistant: How long has this been going on with your iMac? What have you tried so far?

My problem is I have forgotten the password... as far as I know, the computer still works great

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

No... until I get in with a PW I won't know if anything is wrong

Submitted: 4 months ago.Category: Mac
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Customer reply replied 4 months ago
I just need a new password ***** recover the old one
Customer reply replied 4 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Help via Email or Text Message. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer reply replied 4 months ago
how much longer is it going to be? I have to be in town at a meeting at 2pm
Customer reply replied 4 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 4 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer reply replied 4 months ago
I have to leave... can you call me at(###) ###-####while I am on the road. I just need a password ***** the iMac I can answer all questions over my phone.
Answered in 37 minutes by:
12/23/2017
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,024
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

How old is the Mac ?

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Customer reply replied 4 months ago
about 4 years... don't remember exactly when I got it
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

You can reset the password ***** booting into Mac OS Utilities screen.

Then follow the steps below to reset the password.

Turn 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 Utilities” menu.

Click on the “Utilities” menu in top bar and select “Terminal".

Type (without space) --> resetpassword

Press return. This will bring Reset Password ***** Select the hard disk at top column, select the user account from the drop down under it, confirm the user account and then change password ***** Save. Then click on the Apple icon and select Shutdown.

Turn it back on. After restarting, if you get any message about Keychain then click Create New Keychain.

If you are still getting keychain error, then reset the keychain access database. Follow the steps below to reset Keychain;

In Finder, hold down Option key on your keyboard, click on Go menu at the top bar and select Library. This will open Library folder. Trash Keychain folder in there and restart your Mac.

Please let me know if that didn't work, so we can continue troubleshooting.

Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.

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Customer reply replied 4 months ago
how does this help me get a new p;assword?
Customer reply replied 4 months ago
all I need is the old PW or a new one... how do we do that?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

You can reset the password ***** booting into Mac OS Utilities screen.

Then follow the steps below to reset the password.

Turn 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 Utilities” menu.

Click on the “Utilities” menu in top bar and select “Terminal".

Type (without space) --> resetpassword

Press return. This will bring Reset Password ***** Select the hard disk at top column, select the user account from the drop down under it, confirm the user account and then change password ***** Save. Then click on the Apple icon and select Shutdown.

Turn it back on. After restarting, if you get any message about Keychain then click Create New Keychain.

If you are still getting keychain error, then reset the keychain access database. Follow the steps below to reset Keychain;

In Finder, hold down Option key on your keyboard, click on Go menu at the top bar and select Library. This will open Library folder. Trash Keychain folder in there and restart your Mac.

Please let me know if that didn't work, so we can continue troubleshooting.

Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.

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Customer reply replied 4 months ago
I can't seem to hold down the comman and R keys... I don't use a mac keyboard... what would it be called on a regular keyboard?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Command key is the Windows key on Windows keyboard

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Customer reply replied 4 months ago
how do I boot into the mac OS utilities screen?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Turn it off completely. Then turn it back on and immediately hold down Windows and R keys for 20 seconds and this will boot into macOS Utilities screen. Let me know how it goes

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Customer reply replied 4 months ago
to shut down the correct way requires me to put in my user name and pw
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Just hold down Power button 5-10 seconds and this will turn off the Mac

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Customer reply replied 4 months ago
ok I'm at the os X utilities screen (yeah... something worked right today)
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Yep. Now, we need to reset the password. To do that, click on the “Utilities” menu in the top bar and select “Terminal".

Type (without space) --> resetpassword

Press return. This will bring Reset Password ***** Select the hard disk at top column, select the user account from the drop down under it, confirm the user account and then change password ***** Save. Then click on the Apple icon and select Shutdown.

Turn it back on. After restarting, if you get any message about Keychain then click Create New Keychain.

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Customer reply replied 4 months ago
I don't have a top bar that is clickable -- should I click the continue button?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Yes, then you will see it

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Customer reply replied 4 months ago
I click the continue, but without choosing one of the 4 choices, it will do nothing
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Look at the top menu bar and do you see Utilities menu ?

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Customer reply replied 4 months ago
is it the firmware password *****?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Sorry for the delay. Select “Terminal".

Type (without space) in Terminal window --> resetpassword

Press return. This will bring Reset Password ***** Select the hard disk at top column, select the user account from the drop down under it, confirm the user account and then change password ***** Save. Then click on the Apple icon and select Shutdown.

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Customer reply replied 4 months ago
it will not let me put my curser in the space for the new password
Customer reply replied 4 months ago
I fugured it out
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Click on Terminal window and it should place the cursor on typable area. Then type. Isn't still allowing you to type ?

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Customer reply replied 4 months ago
it says my default keychain pw wasn't changed. How do I find out what it is or do I need it?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Did you set a new password ?

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Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Restart from Apple menu and login with new password. If asked about keychain, select Create New Keychain

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Customer reply replied 4 months ago
I just tried the pw that I chose.... It does't work to let me in
Customer reply replied 4 months ago
do I need my email address or just my name
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Cancel Keychain if it is showing. Then tell me what it shows

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Customer reply replied 4 months ago
I think it just restarted... that little round thing that means it's still thinking is all that is on the screen
Customer reply replied 4 months ago
ok... it just went to the sign in page... what if my name is wrong? how do I find out what name I was using?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

What sign in page are you referring to ? Can you send me a screenshot ?

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Customer reply replied 4 months ago
I' using a toshiba to communicate with you... I would have to take a photo with my iphone then upload it and send it... I think I can describe it to you... it's a grey page with the apple logo and a place for the name and pw
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Turn it off by holding down Power button for 5-10 seconds. Then turn it back on and tell me what it shows

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Customer reply replied 4 months ago
I've turned it back on.... the round thing is still spinning... it just went to the sign in page.... I have to put in my name... but what if the name is ***** ***** one I think it is
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

We need to check it. It is supposed to show the name there already.

Boot it back to Mac OS Utilities screen (Windows and R keys)

Click on Utilities menu and select Terminal. Type resetpassword ***** hit enter

Tell me when you are here

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Customer reply replied 4 months ago
I am holding down what I think is the windows key and the r key... but it's not doing anything but making a very rapid beep beep beep
Customer reply replied 4 months ago
should I have shut it down?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Yes

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Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Just like you did before

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Customer reply replied 4 months ago
ok
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Let me know once you in Reset Password *****

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Customer reply replied 4 months ago
ok still just spinning
Customer reply replied 4 months ago
I am at the sign in page... what do I do?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Turn it off by holding down Power button. Then turn it back on and immediately hold down Windows and R keys again for 20 seocnds

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Customer reply replied 4 months ago
ok... did that
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Are in macOS Utilities screen ?

Ask Your Own Mac Question
Customer reply replied 4 months ago
I am now
Customer reply replied 4 months ago
what do I click now
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Click on Utilities menu and select Terminal. Type resetpassword ***** hit enter

Tell me when you are here

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Customer reply replied 4 months ago
it says rest command not found
Customer reply replied 4 months ago
that was reset command
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

you probably put space after reset

It is resetpassword

No space between reset and password

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Customer reply replied 4 months ago
oh... forgot
Customer reply replied 4 months ago
the ino is telling me that I use the names Rayelan Allan (rayesmith) -- should I use this to login... all of it... rayelan allan (rayesmith)?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Now, are you in Reset Password ***** ?

If so, select Macintosh HD at the top under hard drive.

Then select your user name and note down the names. This is the name your Mac is asking for. Note it down exactly you see it there

If there are multiple accounts, then reset the password ***** them all.

Set a new simple password ***** hit Save. Then restart from Apple menu

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Customer reply replied 4 months ago
I have entered my password ***** my question is: do I have to use both names... my pen name and my real name (in quotes)?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

This name "Rayelan Allan"

No space after Allan or before Rayelan

Then enter its password

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Customer reply replied 4 months ago
but how do I enter it... it is in the drop down menu the way I wrote it above... there is no place for me to enter it
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Click your name there and doesn't it bring the text boxes to type in password?

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Customer reply replied 4 months ago
I just clicked the name again and it now has a new choice... system adm
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Now, do you see the boxes to enter new password?

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Customer reply replied 4 months ago
I have entered them... should I enter system administrator
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Yes and hit Save

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Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

And note down the exact password ***** set

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Customer reply replied 4 months ago
it now wants to know if I want to change the pw for the defalut keychain
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Do it

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Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Set it the same password

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Customer reply replied 4 months ago
can I use the same pw for both
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Yes

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Customer reply replied 4 months ago
just saw your answer
Customer reply replied 4 months ago
just waiting for the spinning circle to stop
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Once you set the new password ***** hit Save, restart the Mac. Then login with the new password. If asked about keychain, click Create new keychain

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Customer reply replied 4 months ago
I entered the new Pw... but when I entered RayelanAllan -- it would not let me in... so I entered RayelanAllan(rayeSmith) and It still wouldn't let me in
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Please send me a screenshot

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Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

There are several screens asking for password ***** this reset. A screenshot will really help me.

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Customer reply replied 4 months ago
I can take one with my iphone and upload it to my toshiba... but how do I get it to you?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Use the attach button you see on this chat screen to send it to me.

Or open this question directly on your phone and you can send me that way using attach option on this page

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Customer reply replied 4 months ago
where is the attach button located
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

It should look like a paper clip. Don't you see it ?

If not, then just upload it to www.wikisend.com website and send me the File ID

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Customer reply replied 4 months ago
where should the paperclip be?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

It should be on this place where you type. Sorry, my site interface is different from yours.

Go to www.wikisend.com website.

Click Upload and upload the file there. Then you will get a File ID or link to uploaded file. Send it to me here

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Customer reply replied 4 months ago
the website you sent wikisend... doesn't come up - it says it can't be reached
Customer reply replied 4 months ago
ok... I got wikisend to come up... let me see if I can upload the file from my iphone....
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Ok,

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Customer reply replied 4 months ago
I first have to download into my toshiba and then upload... it will take a while
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Ok. A screenshot will tell me what screen you are on

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Customer reply replied 4 months ago
this is what I got just seconds after I tried --- We are sorry, but the requested file doesn't exist or has expired and is no longer available.You can return to the download page and try again.
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Can you describe what do you see on the Mac's screen now ?

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Customer reply replied 4 months ago
I have done that...
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

Can you describe a little more on what do you see on the Mac's screen now ?

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Customer reply replied 4 months ago
same replay: We are sorry, but the requested file doesn't exist or has expired and is no longer available.
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

On Mac

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Customer reply replied 4 months ago
I see a place to enter the user name and pw
Customer reply replied 4 months ago
I am sick... can we pick a time and meet tomorrow?
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

I'm still not understanding what screen you are on now. After a main password ***** your Mac is supposed to reset a lot of things and it will show annoying things until we get it to reset all.

Can you upload the screenshot to this website -> https://send-anywhere.com/

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Customer reply replied 4 months ago
I just sent it. I really have to go or I will passout... I/m diabetic and I am experiencing very low blood sugar in addition to having what is being called The Ohio Flu... signing off for now
Mac Support Specialist: Ashik, Mac Technician replied 4 months ago

I see your message. Of course, we can continue later. Add a bookmark of this page or add this page to your favorites, so you can get back to me via that page later or any time you want. This question will not be closed.

Best Regards,

Ashik

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Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,024
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