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- Jun 19, 2017
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- Your Mac's Specs
- 2015 MBP retina, 2013 Mac Air, iPhone SE 1st
I am trying to help my brother over the phone. Mac support guy was rude and no help.
My brother is illiterate when it comes to computers.
So this is what he presents to me. He was using his 2014 iMac not sure what OS he is using but I suspect it is Big Sur as he has automatic upgrades.
So his mouse died. He then called Apple Support and the guy told him to reboot his computer. What Apple Support failed to do was check the mouse to see if it was sending a single. So the mouse is dead no blinking green light even after new batteries.
But then after restarting the computer there is no window for him to sign in. It just has his name and nothing below it. The cursor is stuck in the upper left hand corner.
He went out and bought a Logitech wireless mouse at Walmart and then called me.
So I was going to have him use the keyboard to operate the cursor but he cannot sign in because that window does not appear when it is restarted. I had him reset PRAM and SMC to no avail. A window is open on his sign in page that says that it is not connected to a wireless.
mouse. But nowhere to sign in.
1.So he has a non working Apple mouse but the Logitech is sending a signal but not paired with the computer.
2. He cannot sign in as there is no window appearing below his name to sign in.
These 2 things appear to have happened at the same time. He called Apple Support and the first thing the rep did was have him restart his computer. He didn't even check for a dead mouse. He said to my brother his computer is too old and hung up.
I went through pram and SMC hoping to at least get to home page. But even if I got a home page how can I get the cursor to System preferences to get switch over to respond to keyboard input to set up new Logitech mouse?
Anybody with any ideas what I can do over the phone with him? I think he might have 2 separate issues? But why did it all happen at the same time?
My brother is illiterate when it comes to computers.
So this is what he presents to me. He was using his 2014 iMac not sure what OS he is using but I suspect it is Big Sur as he has automatic upgrades.
So his mouse died. He then called Apple Support and the guy told him to reboot his computer. What Apple Support failed to do was check the mouse to see if it was sending a single. So the mouse is dead no blinking green light even after new batteries.
But then after restarting the computer there is no window for him to sign in. It just has his name and nothing below it. The cursor is stuck in the upper left hand corner.
He went out and bought a Logitech wireless mouse at Walmart and then called me.
So I was going to have him use the keyboard to operate the cursor but he cannot sign in because that window does not appear when it is restarted. I had him reset PRAM and SMC to no avail. A window is open on his sign in page that says that it is not connected to a wireless.
mouse. But nowhere to sign in.
1.So he has a non working Apple mouse but the Logitech is sending a signal but not paired with the computer.
2. He cannot sign in as there is no window appearing below his name to sign in.
These 2 things appear to have happened at the same time. He called Apple Support and the first thing the rep did was have him restart his computer. He didn't even check for a dead mouse. He said to my brother his computer is too old and hung up.
I went through pram and SMC hoping to at least get to home page. But even if I got a home page how can I get the cursor to System preferences to get switch over to respond to keyboard input to set up new Logitech mouse?
Anybody with any ideas what I can do over the phone with him? I think he might have 2 separate issues? But why did it all happen at the same time?