1 Reply Latest reply: Dec 6, 2013 11:22 AM by Eric Root
Tacoma1775 Level 1 (0 points)

My wife has a 2009 Macbook Pro. We recently upgraded it to Moutain Lion, and now we are having quite a few issues. Additionally, we upgraded to MS Office 2011 from 2008.  Anytime we open most applications, no preferences have saved, and it goes through the process of opening the application for the first time. For example, the only way to open a word document (previously created in 2008) is to open Word 2011, go through the registration process where it tells us the product is already registered, then it opens a blank document. Once the blank document is open, you can click on the saved document again, then it will open. If you close the application, you have to go through this process all over again. This same thing happens for all products in the MS suite.


Additionally, firefox will not work at all. whenever I click on it, the icon just pops up and down and nothing happens. Their troubleshooting is telling us to create a user profile (which I have) under he application support folder, but the folder is gone after the update. Additionally, deleting and re-installing the application has not solved the problem. Additionally, Safari won't save any preferences.


Also, she is the only user account on the computer.


Any help would be great!

MacBook Pro, OS X Mountain Lion (10.8.5)
  • Eric Root Level 9 (50,592 points)

    Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.


    Isolating an issue by using another user account


    If the problem is still there, try booting into the Safe Mode using your normal account.  Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer. For each disable/delete, you will need to restart if you don't do them all at once.


    Safe Mode


    Safe Mode - About


    General information.


    Isolating issues in Mac OS X


    Troubleshooting Permission Issues



    Step by Step to Fix Your Mac