Recovery Key and Two-Step Verification Reset

Question

Level 1

9 points

Recovery Key and Two-Step Verification Reset

I am unable to log on to my icloud account. When I try to log on it's asking for my Recovery Key which I do not have. When I click to use a trusted device and select my ipad pro, the verification code is never sent. The other "trusted devices" listed are my old iphone 6 and a very old SMS number. When I log on to my Apple ID account, the trusted devices are my Mac book, iphone 7 and ipad pro.

Why aren't these listed for two-step verification for icloud?

How do I reset my Recovery Key? When I go to edit my security settings I do not see a link to reset Recovery Key.

Why is the verification key not being sent to my ipad that is listed? All the verification codes from apple are 6 digits but to sign in to icloud it is asking for a 4 digit code.

When I try to sign out of the icloud account on my mac it gets hung up and will not sign out.

At a total loss on how to fix this. Feels like I'm caught in a loop.

I did create a new user for my macbook and was able to log in to my icloud account just fine.

Thanks in advance.

MacBook Pro (Retina, 13-inch, Late 2013), iOS 10.3.3

Posted on Aug 23, 2017 12:05 PM

Reply

Answer 1

LACAllen

Level 8

43,440 points

Aug 23, 2017 10:38 PM in response to lkicknosway

Do you know the password for this account? If not, you can give up now, as being without BOTH your recovery key and password, you can not recover this account protected by 2SV..

All the verification codes from apple are 6 digits but to sign in to icloud it is asking for a 4 digit code.

No, 2 Step Verification is only 4 digits. Two-step verification for Apple ID - Apple Support

It seems to me you have mixed up 2 Factor Authentication with 2 Step Verification. They are not the same.

Your post implies you use 2SV, with a Recovery Key, but that screenshot shows 2FA enabled, which does not.

Something doesn't add up. Your series of screenshots plus your statements contradict each other.

You must tell us which of the 2 you actually have for us to be of help.

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Answer 2

Eric Root

Level 10

684,219 points

Aug 23, 2017 1:01 PM in response to lkicknosway

Since you can log into iCloud in a new account, try quitting System Preferences and boot in to the Safe Mode to see if you can sign in.

Safe Mode - About El Capitan
also Sierra

Safe Mode Startup – El Capitan. also Sierra

If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information

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Answer 3

lkicknosway Author

Level 1

9 points

Aug 23, 2017 2:22 PM in response to Eric Root

Hi,

Here's the report.

EtreCheck version: 3.4.4 (448)

Report generated 2017-08-23 14:16:07

Download EtreCheck from https://etrecheck.com

Runtime: 1:50

Performance: Excellent

Click the [Lookup] links for more information from Apple Support Communities.

Click the [Details] links for more information about that line.

Click the [Clean up] link to delete unused files.

Problem: Other problem

Hardware Information: ⓘ

MacBook Pro (Retina, 13-inch, Late 2013)

[Technical Specifications] - [User Guide] - [Warranty & Service]

MacBook Pro - model: MacBookPro11,1

1 2.6 GHz Intel Core i5 (i5-4288U) CPU: 2-core

8 GB RAM Not upgradeable

BANK 0/DIMM0

4 GB DDR3 1600 MHz ok

BANK 1/DIMM0

4 GB DDR3 1600 MHz ok

Handoff/Airdrop2: supported

Wireless:
en0: 802.11 a/b/g/n/ac

Battery: Health = Normal - Cycle count = 245

Video Information: ⓘ

Intel Iris - VRAM: 1536 MB

Color LCD 2560 x 1600

Disk Information: ⓘ

APPLE SSD SM0512F disk0: (500.28 GB) (Solid State - TRIM: Yes)

[Show SMART report]

EFI (disk0s1 - MS-DOS FAT32) <not mounted>
[EFI]: 210 MB

(disk0s2) <not mounted>
[CoreStorage Container]: 499.42 GB

Recovery HD (disk0s3 - Journaled HFS+) <not mounted>
[Recovery]: 650 MB

USB Information: ⓘ

USB30Bus

Apple Inc. Apple Internal Keyboard / Trackpad

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Thunderbolt Information: ⓘ

Apple Inc. thunderbolt_bus

Virtual disks: ⓘ

Macintosh HD (disk1 - Journaled HFS+) /
[Startup]: 499.05 GB (66.00 GB free)

Physical disk: disk0s2 499.42 GB Online

System Software: ⓘ

macOS Sierra
10.12.6 (16G29) - Time since boot: less than an hour

Configuration files: ⓘ

/etc/hosts - Count: 2

Gatekeeper: ⓘ

Mac App Store and identified developers

Clean up: ⓘ

com.adobe.ARM.[...].plist

/Applications/Adobe Reader.app/Contents/MacOS/Updater/Adobe Reader Updater Helper.app/Contents/MacOS/Adobe Reader Updater Helper

Executable not found!

~/Library/LaunchAgents/com.divx.agent.postinstall.plist

/Library/Internet Plug-Ins/DivXBrowserPlugin.plugin/Contents/Resources/extensions-installer install safari DivXHTML5 /Library/Internet Plug-Ins/DivXBrowserPlugin.plugin/Contents/Resources/DivXHTML5.safariextz

Executable not found!

~/Library/LaunchAgents/com.lastpass.LastPassHelper.plist

~/Library/Application Support/LastPass/LastPassHelper.app/Contents/MacOS/LastPassHelper

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.helperTool.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.trashSizeWatcher.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool -watchTrashSize

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.volumeWatcher.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool -cleanWinJunk -cleanTrashes -cleanMacOSJunk

Executable not found!

6 orphan files found. [Clean up]

Kernel Extensions: ⓘ

/Library/Extensions

[not loaded] com.Logitech.Control Center.HID Driver (3.9.5 - SDK 10.8) [Lookup]

[not loaded] com.Logitech.Unifying.HID Driver (1.3.5 - SDK 10.8) [Lookup]

System Launch Agents: ⓘ

[not loaded] 7 Apple tasks

[loaded] 184 Apple tasks

[running] 91 Apple tasks

System Launch Daemons: ⓘ

[not loaded] 39 Apple tasks

[loaded] 178 Apple tasks

[running] 100 Apple tasks

Launch Agents: ⓘ

[running] com.Logitech.Control Center.Daemon.plist (Logitech Inc. - installed 2016-10-16) [Lookup]

[loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2017-07-10) [Lookup]

[loaded] com.oracle.java.Java-Updater.plist (? e12ddaa9 be93c7fb - installed 2017-07-20) [Lookup]

[loaded] com.paragon.updater.plist (? af829e83 77c022ad - installed 2014-07-12) [Lookup]

[loaded] org.macosforge.xquartz.startx.plist (Apple Inc. - XQuartz - installed 2016-10-26) [Lookup]

Launch Daemons: ⓘ

[loaded] com.adobe.fpsaud.plist (? 2afb3af7 e92009a9 - installed 2017-07-24) [Lookup]

[loaded] com.barebones.authd.plist (Bare Bones Software, Inc. - installed 2012-08-12) [Lookup]

[not loaded] com.barebones.textwrangler.plist (? ? ? - installed 2011-10-05) [Lookup]

[loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2017-07-26) [Lookup]

[loaded] com.malwarebytes.HelperTool.plist (Malwarebytes Corporation - installed 2016-08-22) [Lookup]

[loaded] com.oracle.java.Helper-Tool.plist (Shell Script e3fefdd2 - installed 2017-07-12) [Lookup]

[not loaded] org.eyebeam.SelfControl.plist (Charlie Stigler - installed 2016-07-18) [Lookup]

[loaded] org.macosforge.xquartz.privileged_startx.plist (Apple Inc. - XQuartz - installed 2016-10-26) [Lookup]

User Launch Agents: ⓘ

[failed] com.adobe.ARM.[...].plist (? c8cc50de 0 - installed 2011-03-07) [Lookup] - /Applications/Adobe Reader.app/Contents/MacOS/Updater/Adobe Reader Updater Helper.app/Contents/MacOS/Adobe Reader Updater Helper: Executable not found!

[loaded] com.citrixonline.GoToMeeting.G2MUpdate.plist (Citrix Online LLC - installed 2016-06-29) [Lookup]

[loaded] com.divx.agent.postinstall.plist (? e4878fa 0 - installed 2012-02-15) [Lookup] - /Library/Internet Plug-Ins/DivXBrowserPlugin.plugin/Contents/Resources/extensions-installer: Executable not found!

[failed] com.lastpass.LastPassHelper.plist (? d019af7d 0 - installed 2016-06-16) [Lookup] - ~/Library/Application Support/LastPass/LastPassHelper.app/Contents/MacOS/LastPassHelper: Executable not found!

[failed] com.macpaw.CleanMyMac.helperTool.plist (? 1bb9c912 0 - installed 2012-05-24) [Lookup] - ~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool: Executable not found!

[loaded] com.macpaw.CleanMyMac.trashSizeWatcher.plist (? 39814be0 0 - installed 2012-05-24) [Lookup] - ~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool: Executable not found!

[failed] com.macpaw.CleanMyMac.volumeWatcher.plist (? 48a41293 0 - installed 2012-05-24) [Lookup] - ~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool: Executable not found!

[loaded] com.skype.skype.shareagent.plist (Skype Communications S.a.r.l - installed 2017-08-16) [Lookup]

User Login Items: ⓘ

Android File Transfer Agent Application

(~/Library/Application Support/Google/Android File Transfer/Android File Transfer Agent.app)

Google Drive Application

(/Applications/Google Drive.app)

SpeechSynthesisServer Application

(/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ SpeechSynthesis.framework/Versions/A/SpeechSynthesisServer.app)

Internet Plug-ins: ⓘ

JavaAppletPlugin: Java 8 Update 141 build 15 (installed 2017-07-20) Check version

FlashPlayer-10.6: 26.0.0.151 (installed 2017-08-08) [Lookup]

QuickTime Plugin: 7.7.3 (installed 2017-07-28)

Flash Player: 26.0.0.151 (installed 2017-08-08) [Lookup]

Unity Web Player: UnityPlayer version 4.0.0f7 (installed 2012-11-28) [Lookup]

o1dbrowserplugin: 5.41.3.0 (installed 2017-02-22) [Lookup]

nplastpass: 4.1.2 (installed 2016-06-16) [Lookup]

googletalkbrowserplugin: 5.41.3.0 (installed 2015-12-11) [Lookup]

PepperFlashPlayer: 26.0.0.151 (installed 2017-08-09) [Lookup]

Silverlight: 5.1.30317.0 (installed 2014-06-10) [Lookup]

iPhotoPhotocast: 7.0 (installed 2011-10-05)

User internet Plug-ins: ⓘ

fbplugin_1_0_3: Unknown (installed 2010-06-09) [Lookup]

WebEx64: 1.0 (installed 2014-10-10) [Lookup]

CitrixOnlineWebDeploymentPlugin: 1.0.105 (installed 2014-02-21) [Lookup]

ZoomUsPlugIn: 3.6.17818.1230 (installed 2017-01-03) [Lookup]

Safari Extensions: ⓘ

[disabled] Boomerang for Gmail - Baydin - http://www.boomeranggmail.com (installed 2014-12-20)

[disabled] Firebug Lite for Safari - slicefactory (installed 2014-07-22)

[enabled] LastPass - LastPass - https://lastpass.com/ (installed 2017-08-09)

3rd Party Preference Panes: ⓘ

Flash Player (installed 2017-07-24) [Lookup]

Java (installed 2017-07-20) [Lookup]

Logitech Control Center (installed 2016-10-16) [Lookup]

Perian (installed 2011-07-23) [Lookup]

Time Machine: ⓘ

Skip System Files: NO

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 499.05 GB Disk used: 433.05 GB

Destinations:

Lauren Drive [Local]

Total size: 999.86 GB

Total number of backups: 11

Oldest backup: 2/8/17, 11:30 PM

Last backup: 8/23/17, 1:45 PM

Size of backup disk: Too small

Backup size 999.86 GB < (Disk used 433.05 GB X 3)

Top Processes by CPU: ⓘ

6%
mds

5%
WindowServer

3%
mdworker

1%
kernel_task

1%
mdworker

Top Processes by Memory: ⓘ

768 MB kernel_task

246 MB Google Drive

153 MB Finder

134 MB iconservicesagent

121 MB WindowServer

Top Processes by Network Use: ⓘ

Input Output Process name

24 KB 14 KB mDNSResponder

10 KB 6 KB apsd

9 KB 5 KB QA2G25RMZ4.com.wunderkinder.wunderlist-helper

7 KB 4 KB netbiosd

480 B 480 B ntpd

Top Processes by Energy Use: ⓘ

6.56 WindowServer

0.72 Google Drive

0.02 logd

0.02 AirPlayUIAgent

Virtual Memory Information: ⓘ

5.05 GB
Available RAM

2.98 GB
Free RAM

2.95 GB
Used RAM

2.06 GB
Cached files

0 B Swap Used

Software installs: ⓘ

LastPass: 3.22.1 (installed 2017-07-27)

Adobe Pepper Flash Player:
(installed 2017-07-28)

LastPass: 3.22.2 (installed 2017-08-03)

Adobe Flash Player:
(installed 2017-08-08)

Adobe Pepper Flash Player:
(installed 2017-08-09)

MindNode: 2.5.3 (installed 2017-08-22)

Install information may not be complete.

Diagnostics Information: ⓘ

2017-08-18 15:07:13 Kernel Panic [Open] [Details]

3rd Party Kernel Extensions: None

Reply

Answer 4

Eric Root

Level 10

684,219 points

Aug 24, 2017 12:54 PM in response to lkicknosway

Clean up: ⓘ

com.adobe.ARM.[...].plist

/Applications/Adobe Reader.app/Contents/MacOS/Updater/Adobe Reader Updater Helper.app/Contents/MacOS/Adobe Reader Updater Helper

Executable not found!

~/Library/LaunchAgents/com.divx.agent.postinstall.plist

/Library/Internet Plug-Ins/DivXBrowserPlugin.plugin/Contents/Resources/extensions-installer install safari DivXHTML5 /Library/Internet Plug-Ins/DivXBrowserPlugin.plugin/Contents/Resources/DivXHTML5.safariextz

Executable not found!

~/Library/LaunchAgents/com.lastpass.LastPassHelper.plist

~/Library/Application Support/LastPass/LastPassHelper.app/Contents/MacOS/LastPassHelper

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.helperTool.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.trashSizeWatcher.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool -watchTrashSize

Executable not found!

~/Library/LaunchAgents/com.macpaw.CleanMyMac.volumeWatcher.plist

~/Library/Application Support/CleanMyMac/CleanMyMacHelperTool -cleanWinJunk -cleanTrashes -cleanMacOSJunk

Executable not found!

6 orphan files found. [Clean up]

Run the report again and click [Clean up].

There is a contact link.

Apple ID Support

Apple ID Support (2)

Apple Support by e-mail or chat Select your device, Battery, Power and Charging, then Power adapter not working to get a chat option.

Reply

Answer 5

lkicknosway Author

Level 1

9 points

Aug 23, 2017 2:09 PM in response to Eric Root

Ok, it didn't work in safe mode. Should I still run the Etrecheck report? When starting up in safe mode, the first time took a long time and when the progress bar towards the end, it auto shutdown. Then when I tried again the screen kept flickering. Not sure if that's helpful or not.

Reply

Answer 6

Eric Root

Level 10

684,219 points

Aug 23, 2017 12:09 PM in response to lkicknosway

In the 2nd row of screen shots, did you click Did get code?

Reply

Answer 7

lkicknosway Author

Level 1

9 points

Aug 23, 2017 12:24 PM in response to Eric Root

I clicked "Didn't Get Code". Still no code. Have done this a few times and checked my ipad was on and imessage was on too. still no code. Any suggestions?

Reply