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It is also common practice to reinstall the OS as well. Yes it is normal troubleshooting procedure to create a new admin user account in case there is a possible issue with your main admin user account. My question is: is this the the general procedure to fix technical issues on MacBook Pro ?
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I cancelled the installation,, deleted the user, id, etc for security as I did not trust the advisor. She told me to continue with the process which I did for 30 mins before cancelling, since I was supposed to receive a case reference number to my email (I did not), to re-contact apple support if it does not improve the Touch Bar issue.
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Then switch off for 10 seconds and go on Safe mode to install Macinintosh hd (1hr 20 mins duration for complete installation). Next she told me to create a user on system preferences, I did and she told me to set the account to administrator. She told me to restart my Mac and try again the buttons on YouTube, I did, and it didn't work. I called, and I went through an automated system before being put through to an 'advisor'. I have the issue that my Touch Bar on my Mac 2020 is not working 100% such as the back and forth button. I've contacted apple support on the number: 0800107**** for technical help.