Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
What Mac do you have?
What Mac do you have?
Customer Reply
I bought it in 2018. Think its a Sierra
Is is a MacBook or an iMac?
Customer Reply
Oh dear, not sure!
Can you make a photo of it, please?
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.
Customer Reply
Visitor uploaded: image.jpg
Type: image/jpeg
Size: 5213111
Type: image/jpeg
Size: 5213111
Thanks an iMac, *****
Can you please specify both the brand and the model of your mouse?
Can you please specify both the brand and the model of your mouse?
Customer Reply
Its an apple mouse model
Thanks for the clarification!
Customer Reply
Model A1657
When did it happen?
Customer Reply
2 days ago.
What troubleshooting have you done so far?
Customer Reply
Nothing besides making sure the battery was charged
Oh amd I switched the computer off and then restarted it several hrs later
Oh amd I switched the computer off and then restarted it several hrs later
Ok, got you, thanks!
Hold down Command-Option-P-R and press the power button. Keep holding Command-Option-P-R. If your Mac plays a startup chime, release the keys after the second time. If your Mac has a T2 security chip, release the keys after the Apple logo appears and disappears twice.
Hold down Command-Option-P-R and press the power button. Keep holding Command-Option-P-R. If your Mac plays a startup chime, release the keys after the second time. If your Mac has a T2 security chip, release the keys after the Apple logo appears and disappears twice.
Customer Reply
Sorry you have a blonde here..
Don`t worry! I will do my best in order to help you, *****!
Customer Reply
So do I press the command and option buttons down
Yes, great!
Keep holding them
And tell me the result
Keep holding them
And tell me the result
Customer Reply
And the power button at the back of the screen?
Yes, well done
Keep me posted!
Keep me posted!
Customer Reply
The apple logo is solid and loading on the bar below logo
Release the keys after the Apple logo appears and disappears twice.
Customer Reply
Not disappearing twice. Computer has opened again
Please, try once more from the beginning and proceed with instruction
Customer Reply
Do I repeat the action
You're doing great! Yes, *****
Customer Reply
Now it came right back to the opening without the apple icon
If your Mac plays a startup chime, release the keys after the second time.
If your Mac has a T2 security chip, release the keys after the Apple logo appears and disappears twice.
If your Mac has a T2 security chip, release the keys after the Apple logo appears and disappears twice.
Customer Reply
It has done neither
Please, try to restart your Mac once more and try to use your mouse. After that, tell me the result, please
Customer Reply
Holding the command and options buttons?
Control–Command–Power button:
Force your Mac to restart, without prompting to save any open and unsaved documents.
Force your Mac to restart, without prompting to save any open and unsaved documents.
Customer Reply
Yes. Computer hss just opened again and mouse is still frozen
Ok, got you
If you’re using a mouse, there are a few things you can try.
If the mouse is connected by Bluetooth, disconnect and then reconnect it.
Replace the batteries.
Swap it for a different mouse, preferably one connected by USB and check if that works.
If you’re using a mouse, there are a few things you can try.
If the mouse is connected by Bluetooth, disconnect and then reconnect it.
Replace the batteries.
Swap it for a different mouse, preferably one connected by USB and check if that works.
Customer Reply
Tried the switching mouse on and off. No joy.
Batteries are chargedvia cable
Don't have another mouse
Batteries are chargedvia cable
Don't have another mouse
Ok, I see
Tell me, please, does your mouse is completely frozen?
Tell me, please, does your mouse is completely frozen?
Customer Reply
Yes completely. The arrow sits in one position.
Do I need to get a new one?
Do I need to get a new one?
Do you have Intel Mac or Apple Silicon?
Customer Reply
Don't know?
Could you tell me the model of your iMac?
Customer Reply
Where would I find that?
Find the serial number printed on the underside of your Mac, near the regulatory markings. It's also on the original packaging, next to a barcode label. You can then enter that serial number on the Check Coverage page to find your model.
Also, you can check in About Mac, but your mouse is frozen L
Also, you can check in About Mac, but your mouse is frozen L
Customer Reply
I don t have packaging anymore and can't see serial number
Do you know the year of your Mac?
Customer Reply
I bought it in 2018
Do you know how many inches?
Customer Reply
20.75x15
Ok, thank you
So could you check if you have Intel or M1 processor?
So could you check if you have Intel or M1 processor?
Customer Reply
I think its an intel.
Please, try to follow this instruction
Shut down your Mac.
Press the power button to start it up and hold the Shift key.
Release Shift when you see the login window.
Log in.
Log in again, if necessary.
You should see ‘Safe mode’ in the top corner of the login window.
Shut down your Mac.
Press the power button to start it up and hold the Shift key.
Release Shift when you see the login window.
Log in.
Log in again, if necessary.
You should see ‘Safe mode’ in the top corner of the login window.
Customer Reply
Shift key? What does it look like?
Customer Reply
I need to take a break after this. Have appointments to attend unfortunately
You can come back to us whenever you want
Customer Reply
Safe mode appeared but has gone again
Mouse is still frozen. Do I need a new one?
While I was out I got a new mouse, and have been able to sort the problem out myself. Thank you for your time and effort.
Mouse is still frozen. Do I need a new one?
While I was out I got a new mouse, and have been able to sort the problem out myself. Thank you for your time and effort.
You are welcome! Is there anything I can do for you today?
Customer Reply
Thank you for asking, but am happy I can work on my computer again. Have a good day
Thank you! You too!
Please feel free to contact us at any time. We'll be happy to help you. Have a nice one!
Please feel free to contact us at any time. We'll be happy to help you. Have a nice one!
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