Cannot restore MacBook to factory settings

Question

Level 1

4 points

Cannot restore MacBook to factory settings

I have a 3 year old MacBook w/ Big Sur on it. There is only one account and the user forgot their PW. When I go through the password recovery (enter apple ID, enter 2FA code), the "Agree" button on the Terms and Conditions page is greyed out. I've tried scrolling all the way down in each section of the terms to no avail. When I restart the laptop then enter the Recovery Environment, it does the same thing.

I looked online and the major solution to this does not apply to me (hit back button then click "skip setup.") I don't have this option because the mac is already set up.

I just want to do a factory restore, any way to force it without going through the recovery login?

Posted on Sep 7, 2023 10:58 AM

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Answer 1

Top-ranking reply

Grant Bennet-Alder

Level 10

140,249 points

Sep 14, 2023 2:25 PM in response to NPIT1100

<<. one account and the user forgot their PW. >>

that's not great

<<When I go through the password recovery (enter apple ID, enter 2FA code), the "Agree" button on the Terms and Conditions page is greyed out. >>

Then that's either not the Apple-ID recorded on the computer as the one associated with the one Account, or you don't have Internet access to check its password.

<< still looking for solutions >>

You have not provided any computer-readable proof that the computer is yours.

Take your bill-of-sale (or other proof of ownership that includes the serial number) to an appointment at the Genius Bar or an Apple-Authorized Service Provider. Once you prove it's yours, and not "found", they can wipe it and give it back to you.

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Answer 2

NPIT1100 Author

Level 1

4 points

Sep 19, 2023 9:01 AM in response to Grant Bennet-Alder

I work for IT in a company. Our company purchased the Macbook for one of our senior execs. The Apple ID I am using is the one used to initially register the MacBook, I'm the one that set it up. It is connected to the internet. It asks me for the Apple ID and password which I put in successfully, then sends me the 2FA code to my cell phone, which I enter in. After clicking Next, the "Agree" button is greyed out on the Terms page. I have all the paperwork proving we purchased the device. But there's no way for me to proceed forward without being able to "Agree" to the terms. Agree button is still greyed out after scrolling all the way down, clicking all the links, going back/forward.. nothing works. Same issue when I hit Apple Command Key + R at bootup.

Guess if the only solution is to turn to Apple Support for assistance, I'll do that. Was hoping to knock this out myself.

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