Help With Inherited MacBook Pro

[mrploppy]

I've just offered to help someone who's acquired a laptop - I won't go into details but it's a very sad story (not stolen or anything). This person isn't very tech-savvy, and what's more, lives a long way away so I'm going to have to help remotely. If you've ever tried providing tech support to a non-techie over the phone or by email/messaging, you'll feel my pain.

So ... It's a MacBook Pro 2010. I have no idea what system is installed on it. It currently has one user account and a guest account, but the password for the user account isn't known. I've checked with my friend and they're not interested in accessing the one user account, they just want to reconfigure the laptop with a new user. Obviously, without knowing the password of the only existing admin account they can't create a new user.

I've never done this before. Is the simplest way to boot into Recovery, wipe the hard drive using Disk Utility and Reinstall macOS? If this is a possible approach, the things that could defeat it are (a) I don't know whether it has a bootable Recovery partition, (b) not sure of their internet speed in the "sticks" so it may take a very long time to download (if that's what it does).

I've also wondered, if there is an Apple Store near them (it may be a long way though), whether they could take it there and ask them if they'd reconfigure it? Would they even do that?

Any other approaches? Thanks in advance.

 

[Fishrrman]

A 2010 MacBook Pro may or MAY NOT be able to boot to the recovery partition. I think there was some kind of firmware update that enabled that feature. There's no way to know unless the person tries it.

You can get on the phone, have the person try it using your instructions, and see what happens next.

Is there a brick-n-mortar Apple Store anywhere near where this person lives?
That's probably the best option.

Another option:
1. Create a bootable USB flashdrive with the OS you wish to install (do this on YOUR Mac).
2. US Mail the flashdrive to the person.
3. Get on the phone and walk him/her through a bootup using the flashdrive
4. See if he can erase the internal drive using Disk Utility
5. See if he can get a fresh OS install onto the drive.

Another option:
1. Get a USB external drive of some kind
2. Do a basic OS install onto it, create a basic account with the username and password your friend specifies
3. Put CarbonCopyCloner onto the drive as well
4. US Mail this drive to the person
5. Get on the phone and walk him through a bootup using the external drive
6. If he can get booted up, open CCC and clone the contents of the external drive to the INTERNAL drive
7. Then see if the internal drive will boot and get logged into the new account

Final option:
Have the person US Mail the MBP TO YOU.
See if you can get it running, then mail it back.

 

[mrploppy]

A 2010 MacBook Pro may or MAY NOT be able to boot to the recovery partition. I think there was some kind of firmware update that enabled that feature. There's no way to know unless the person tries it.

You can get on the phone, have the person try it using your instructions, and see what happens next.

Is there a brick-n-mortar Apple Store anywhere near where this person lives?
That's probably the best option.

Another option:
1. Create a bootable USB flashdrive with the OS you wish to install (do this on YOUR Mac).
2. US Mail the flashdrive to the person.
3. Get on the phone and walk him/her through a bootup using the flashdrive
4. See if he can erase the internal drive using Disk Utility
5. See if he can get a fresh OS install onto the drive.

Another option:
1. Get a USB external drive of some kind
2. Do a basic OS install onto it, create a basic account with the username and password your friend specifies
3. Put CarbonCopyCloner onto the drive as well
4. US Mail this drive to the person
5. Get on the phone and walk him through a bootup using the external drive
6. If he can get booted up, open CCC and clone the contents of the external drive to the INTERNAL drive
7. Then see if the internal drive will boot and get logged into the new account

Final option:
Have the person US Mail the MBP TO YOU.
See if you can get it running, then mail it back.

Thanks for those suggestions.

Just a quick update. The serial number checker tells me that it's a 2012 model. Fingers crossed on the recovery option.

I didn't mention it specifically, but we're in different countries (neither of them is the US), so mailing back and fore is prohibitively expensive - as is calling internationally. I know there's Skype/Facetime, but in my experience, trying to help people remotely can take a really long time, not least because there are things we take for granted that have to be explained in minute detail.

I don't think there's an Apple Store anywhere close, but there may be an Apple Reseller near enough and willing to do a favour.

 

[Fishrrman]

Internet recovery definitely works on a 2012 Macbook Pro.

 

[mrploppy]

Internet recovery definitely works on a 2012 Macbook Pro.

Thanks. If they can boot into recovery, in order for them to create their own account do you happen to know whether they'd need to reformat the drive (using DU) prior to Reinstall macOS, or would Reinstall macOS be enough on its own? In other words, does Reinstall macOS remove all existing user accounts?

 

[Fishrrman]

"If they can boot into recovery, in order for them to create their own account do you happen to know whether they'd need to reformat the drive (using DU) prior to Reinstall macOS, or would Reinstall macOS be enough on its own? In other words, does Reinstall macOS remove all existing user accounts?"

I believe with internet recovery you can just "reinstall the OS", and leave existing accounts (i.e., the users folder) alone.

But.. is this really going to help? It's pretty much going to result in a situation that is just what you're facing right now -- old account that the owner can't get into, no way to create a NEW account that the owner CAN use.

Seems to me what you need to do is WIPE OUT the data on the internal drive, "nuke it to nothing", and then "rebuild it from scratch".

This IS NOT going to be easy to do "over the phone", particularly if the user is not already "Mac-savvy".

We don't know if the original owner had any kind of firmware password, encrypted drive, etc.

What I would try to do:
1. Boot to internet recovery
2. Open Disk Utility and ERASE the internal drive to Mac OS extended with journaling enabled.
3. Close DU and then open the OS installer, and try to install a fresh copy of the OS to the internal drive.
4. If successful, set up a basic (but administrative) account, and go on from there.

Good luck on getting this done.
Is there no one "local" that your client can take the MacBook to?

 

[mrploppy]

"If they can boot into recovery, in order for them to create their own account do you happen to know whether they'd need to reformat the drive (using DU) prior to Reinstall macOS, or would Reinstall macOS be enough on its own? In other words, does Reinstall macOS remove all existing user accounts?"

I believe with internet recovery you can just "reinstall the OS", and leave existing accounts (i.e., the users folder) alone.

But.. is this really going to help? It's pretty much going to result in a situation that is just what you're facing right now -- old account that the owner can't get into, no way to create a NEW account that the owner CAN use.

Seems to me what you need to do is WIPE OUT the data on the internal drive, "nuke it to nothing", and then "rebuild it from scratch".

This IS NOT going to be easy to do "over the phone", particularly if the user is not already "Mac-savvy".

We don't know if the original owner had any kind of firmware password, encrypted drive, etc.

What I would try to do:
1. Boot to internet recovery
2. Open Disk Utility and ERASE the internal drive to Mac OS extended with journaling enabled.
3. Close DU and then open the OS installer, and try to install a fresh copy of the OS to the internal drive.
4. If successful, set up a basic (but administrative) account, and go on from there.

Good luck on getting this done.
Is there no one "local" that your client can take the MacBook to?

Thanks. I had a feeling that Reinstall macOS would just, er, reinstall the os and leave any existing accounts, so would be useless in this case. Just wanted to check because it would save the DU step.

Agree with everything you said. No idea about firmware password, File Vault, etc. We'll just have to wait and see. I wish I knew someone who could help them locally. Unfortunately they live in a fairly remote area.

 

[Diazepam]

Thanks. I had a feeling that Reinstall macOS would just, er, reinstall the os and leave any existing accounts, so would be useless in this case. Just wanted to check because it would save the DU step.

Agree with everything you said. No idea about firmware password, File Vault, etc. We'll just have to wait and see. I wish I knew someone who could help them locally. Unfortunately they live in a fairly remote area.

Are you familiar with a piece of software called GoToAssist ? It allows you to install an agent on a computer and allow someone else (e.g. tech support guy - you in this case) to log in remotely and control the computer.

In other words, your friend would install a free trial of GoToAssist, and then invite you (i.e. send you a link) to access his/her computer so you can do whatever is required on their system.

Not sure if you need it in this particular case, but if in the future, you need to help your friend with something, I recommend it.

 

[mrploppy]

Are you familiar with a piece of software called GoToAssist ? It allows you to install an agent on a computer and allow someone else (e.g. tech support guy - you in this case) to log in remotely and control the computer.

In other words, your friend would install a free trial of GoToAssist, and then invite you (i.e. send you a link) to access his/her computer so you can do whatever is required on their system.

Not sure if you need it in this particular case, but if in the future, you need to help your friend with something, I recommend it.

I hadn't heard of it. Thanks.

 

[Diazepam]

I hadn't heard of it. Thanks.

No worries. BTW, I just looked it up. It's been renamed to RescueAssist.

https://get.gotoassist.com/

 

[mrploppy]

Apologies for resurrecting this thread but has anyone heard of, or used, the command resetpassword in Terminal by booting into recovery? It's the first I've heard of it and I must admit to being slightly surprised and concerned. If my understanding is correct, anyone who, ahem, "acquires" your laptop can go through this process and gain access to your account? Maybe only if FileVault is not on - mine certainly isn't. I'd always resigned myself to the fact that someone could get hold of my laptop and install a new hard drive, but this is a bit more scary. Am I right?

 

[AnonMac50]

Apologies for resurrecting this thread but has anyone heard of, or used, the command resetpassword in Terminal by booting into recovery? It's the first I've heard of it and I must admit to being slightly surprised and concerned. If my understanding is correct, anyone who, ahem, "acquires" your laptop can go through this process and gain access to your account? Maybe only if FileVault is not on - mine certainly isn't. I'd always resigned myself to the fact that someone could get hold of my laptop and install a new hard drive, but this is a bit more scary. Am I right?

Yes, actually, it used to be a full on app, accessed from a bootable install disc, but since Lion and the recovery partition, they've "hidden", and the only way to access it is through Terminal.

 

[mrploppy]

Yes, actually, it used to be a full on app, accessed from a bootable install disc, but since Lion and the recovery partition, they've "hidden", and the only way to access it is through Terminal.

Interesting. Do you find it a bit worrying? I mean, it's all well and good if you forget your password, and forget your Apple ID credentials, but how likely is that? In old Unix days, the only way to regain access to your account was by clearing the password entry in the /etc/passwd - and you had to be root to do it. But now, someone nicks my laptop, boots into Recovery and resetpassword's, and they're in.

 

[chrfr]

Interesting. Do you find it a bit worrying? I mean, it's all well and good if you forget your password, and forget your Apple ID credentials, but how likely is that? In old Unix days, the only way to regain access to your account was by clearing the password entry in the /etc/passwd - and you had to be root to do it. But now, someone nicks my laptop, boots into Recovery and resetpassword's, and they're in.

That's why you enable a firmware password and Filevault encryption.

 

[AnonMac50]

Interesting. Do you find it a bit worrying? I mean, it's all well and good if you forget your password, and forget your Apple ID credentials, but how likely is that? In old Unix days, the only way to regain access to your account was by clearing the password entry in the /etc/passwd - and you had to be root to do it. But now, someone nicks my laptop, boots into Recovery and resetpassword's, and they're in.

To a certain extent, yes, it is worrying. I guess I try to keep my most important stuff on my desktop, which is a bit safer I hope. But if someone had access to your computer, I'm pretty sure sooner or later they would find a way to hack it anyway.

Back in 2010 I got an old Acer laptop from one of those recycling places. I wanted to clean everything up and create a new user account (from which I could get rid of the old account and delete any software they installed). It was running Vista, but I didn't have my Vista discs with me, just 7 discs. I was able to boot from that and reset the password of the original account, after which I went in and created a new account for myself. In any case, within one or two days that Acer was converted into a single-core version of a 2008 MacBook anyway, so I didn't really need the Vista, but it did seem creepy how easy it was to reset the password. Now in Windows 10 it's even easier, about as easy as it is on a Mac. I guess these methods are there for people who may have accidentally forgotten their password (or have children that changed their passwords for them and then forgotten it), so I assume the developers felt the chance of that happening was bigger than the chance of someone having their computer stolen and hacked into (in which case, even if there was no way to unlock the account, the files would still be accessible, for example from an external Mac drive or Linux drive). I've actually had to help someone reset their password on a Mac by booting into an install disc. I also had one time where I couldn't reset the password on an OS 9 Mac an uncle of mine had (his grand kids had changed it apparently), and I had to manually brute force my way in....luckily it took way less than expected.

 

[mrploppy]

After reading a bit more, I see that, in order to reset the password of an admin user, you still need to know the Apple ID password. Which is somewhat comforting since I'm the only admin on my laptop.