My parents need help with their desktop

E

EBG

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When they turn on their desktop they get this message. The keyboard isn’t responding and the mouse (with new batteries) will not move the cursor. Help!
53519E9F-E897-45F5-9F0F-E90961E91303.jpeg
 
Cory Cooper

Cory Cooper

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Hello.

-Which exact model Mac?
-It looks like they are running macOS 10.12.x Sierra from your photo
-Do they have access to another USB keyboard and mouse to connect and try?

C
 

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