Sample: Model Description: MBP 13.3 SLV/8C CPU/8C GPU/8GB/256GB-NLD Serial Number: FVFDT3E#####
Case ID Info: ID: 1013261##### Title: Forgotten mac password Type: TECH Source: ILOG Customer Country: Netherlands Origin: ILOG Customer First Name: Kamar Customer Last Name: Alhennawi Issue Code: BS12-04 Last Modified: 2021-02-18 16:##:## Last Modified By: 23196##### Created: 2021-02-18 12:##:## Created By: 27006##### Customer Region: EUROPE Status: RESOL Domain: AC Owner: 23040##### Eligible Product: 300###
Notes
⬇ Note ID 200 ⬇ Title: Case Customer Change Origin: I Type: STAT Created By: 23196##### Created: 2021-02-18 16:##:## Last Modified: 2021-02-18 16:##:## Last Modified By: 23196##### Summary: Previous Case Customer: Name: hind alhamwi Email: [email protected]
Current Case Customer: Name: Kamar Alhennawi Email: [email protected]
⬇ Note ID 250 ⬇ Title: Forgotten mac password Origin: P Type: INCCL Created By: 23196##### Created: 2021-02-18 16:##:## Last Modified: 2021-02-18 16:##:## Last Modified By: 23196##### Summary: PROBING macOS Version: macOS 11.2.1 CONFIGURATION Additional Note: [troubleshooting] - cmr wants to erase the macbook - shutting down macbook - booting to startup options - erase mac from reset assistent - pending erase
—> cmr is now connecting to network —> cmr suddenly states that she is not able to login to her apple id connected to the mac
-> had cmr check account recovery stating on apple.com/restore
[device] macbook pro
[proposed solution] - wait until account recovery CALLER - Kamar!-!Alhennawi PHONE # 316878##### CALLER EMAIL - RESOLUTION Type of Support Provided:: Instructional Opportunity - Customer needed help using product or service AFFECTED PRODUCT: macOS Big Sur 11.0 Users & Login Password * Daan* Rink* T1 Technical Support+* Transcom_Groningen* Kai Noteboom * Issue Code: BS12-04 Caller's First Name: Kamar Caller's Last Name: Alhennawi
⬇ Note ID 100 ⬇ Title: Case Customer Change Origin: I Type: STAT Created By: 23040##### Created: 2021-02-18 13:##:## Last Modified: 2021-02-18 13:##:## Last Modified By: 23040##### Summary: Previous Case Customer: Name: kamar alhennawi Email: [email protected]
⬇ Note ID 150 ⬇ Title: Forgotten mac password Origin: P Type: INCCL Created By: 23040##### Created: 2021-02-18 13:##:## Last Modified: 2021-02-18 13:##:## Last Modified By: 23040##### Summary: PROBING macOS Version: macOS 11.2.1 CONFIGURATION Additional Note: Forgotten mac password cst created password yesterday not capslock related no option to reset with apple id guided cst to m1 recovery - terminal - resetpassword - forgot apple id password as well -> unable to start account recovery from there had cst visit apple.com/herstel for status -> explained erasing mac or resetting apple id password to be able to reset mac user password
CALLER - PHONE # 316878##### CALLER EMAIL - RESOLUTION Type of Support Provided:: Instructional Opportunity - Customer needed help using product or service AFFECTED PRODUCT: macOS Big Sur 11.0 Users & Login Password * Mark* Poos* T2 Technical Support* Transcom_Groningen_AHA* Jamy Spangenberg * Issue Code: BS12-04
⬇ Note ID 50 ⬇ Title: Locked out of laptop Origin: P Type: INCLT Created By: 23040##### Created: 2021-02-18 12:##:## Last Modified: 2021-02-18 12:##:## Last Modified By: 23040##### Summary: CONSULTATION Answer(s) Given: Blind transfer. CALLER - PHONE # 316878##### CALLER EMAIL - AFFECTED PRODUCT: Non-technical Issue
⬇ Note ID 30 ⬇ Title: Locked out of laptop Origin: P Type: INCCL Created By: 27006##### Created: 2021-02-18 12:##:## Last Modified: 2021-02-18 12:##:## Last Modified By: 27006##### Summary: CONSULTATION Sent From: Kristel Statz - T1 Technical Support+ Sent To: EMEA Dutch CPU Tier 1 CONFIGURATION Additional Note: Costumer tried to log in to her new Mac book with the password she created yesterday and can’t Consulting Mac support CALLER - PHONE # CALLER EMAIL - AFFECTED PRODUCT: Non-technical Issue Misrouted Call or Chat Reroute to Other Apple Support Group * Kristel* Statz* T1 Technical Support+* TeleperformanceAHA_Netherlands* Bas Wessel * Issue Code: NTI0502