I have iMac retina computer having changed from Microsoft and so am not yet up to speed for an 87 year old. I recently tried to install a netgear...

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Customer

I have iMac retina computer having changed from Microsoft and so am not yet up to speed for an 87 year old. I recently tried to install a netgear extender I think successfully but now find that Sofari cannot find the server. And so I have no content for example in my emails. Can you help? Dr Nigel Allen in Wimborne. Email n**n@btinternet.com. Tel 01202 849423 my iPad is working ok.

Last updated
Charles Totherow
Apple Certified Tech

Hello and welcome to ExpertHelp.com! My name is Charles Totherow and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Apple (Mac) nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

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Customer

Sorry to mis you yesterday.  Today I will be here for next nine hours if we can connect.  It is 12noon at the moment.

regards Dr Nigel ALLen. N**n@btinternet.com.

Posted
Charles Totherow
Apple Certified Tech

I am sorry to keep you waiting.  Please let me know a great time to follow up with you?

Posted
Charles Totherow
Apple Certified Tech
Restore your system.

In order to open OS X Recovery Tool press and hold down the command key + R when your system boots. When Recovery Tool is open, select the option “Restore From Time Machine Backup”. This will load files from the latest restore point

Posted
Charles Totherow
Apple Certified Tech

notes:

Called customer 

No time machines backups were found

Over the phone I assisted customer to restore Imac to facotery settings.

Process will take an hour to complete.

Advised doctor I would call back in one hour.

Posted
Charles Totherow
Apple Certified Tech

Dear Nigel , It was a pleasure helping you with your Mac issue today. Here is a summary of the resolution.


Issue identified :  Customer's Imac could not connect to wifi 

 

Solution Implemented :  I called customer.  I helped customer perform a factory restore of Imac over the phone.

Afterwards, the Imac still wont connect to Wifi.  We tested  other WIFI  devices within the area and they worked.

Advised customer the WIFI antenna in the Imac needs to be replaced.  Imac still under warranty as this will be covered under the warranty.




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Posted
Charles Totherow
Apple Certified Tech

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