Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
What Mac do you have?
I bought it in 2018. Think its a Sierra
Is is a MacBook or an iMac?
Oh dear, not sure!
Can you make a photo of it, please?
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Thanks an iMac, *****
Can you please specify both the brand and the model of your mouse?
Its an apple mouse model
Thanks for the clarification!
Model A1657
When did it happen?
2 days ago.
What troubleshooting have you done so far?
Nothing besides making sure the battery was charged
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.
Sorry you have a blonde here..
Don`t worry! I will do my best in order to help you, *****!
So do I press the command and option buttons down
Yes, great!
Keep holding them
And tell me the result
And the power button at the back of the screen?
Yes, well done
Keep me posted!
The apple logo is solid and loading on the bar below logo
Release the keys after the Apple logo appears and disappears twice.
Not disappearing twice. Computer has opened again
Please, try once more from the beginning and proceed with instruction
Do I repeat the action
You're doing great! Yes, *****
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.
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
Holding the command and options buttons?
Control–Command–Power button:
Force your Mac to restart, without prompting to save any open and unsaved documents.
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.
Tried the switching mouse on and off. No joy.
Batteries are chargedvia cable
Don't have another mouse
Ok, I see
Tell me, please, does your mouse is completely frozen?
Yes completely. The arrow sits in one position.
Do I need to get a new one?
Do you have Intel Mac or Apple Silicon?
Don't know?
Could you tell me the model of your iMac?
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
I don t have packaging anymore and can't see serial number
Do you know the year of your Mac?
I bought it in 2018
Do you know how many inches?
20.75x15
Ok, thank you
So could you check if you have Intel or M1 processor?
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.
Shift key? What does it look like?
I need to take a break after this. Have appointments to attend unfortunately
You can come back to us whenever you want
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.
You are welcome! Is there anything I can do for you today?
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!
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