Hello there! My name is ***** ***** and i will be assisting you today.
CLick apple icon
select system preferences
select users (or accounts in earlier versions)
then Click the plus icon ( underneath the list of users)
and select to make a admin user
you can use whatever name you like as long as it is not the same as your current user
then click ok
select the apple icon and select sign out
and sign in to the new account
is it the same?
follow the steps below
1. turn off mac2. Locate CMD and R keys3. Turn on mac holding the keys from step 24. Select reinstall OSX.