Troubleshooting Macs

1. Hardware and Software Troubleshooting Macs

2. Your Tools • Install Disk / Mac OS X • Network Utility • System Profiler • Disk Utility • Console.app and Verbose Start (Apple+V) • Safe boot (Shift), Single User Mode (Apple+S) • F2 or Install Disk: For running AHT • Tech Tool (Pro or Deluxe) • Target Disk Mode (and another Mac)

3. Generic Issues and Solutions • PRAM issue (Apple+Opt+P+R) • File System issue • Try single-user mode or safe boot. • If that doesn’t help, see HD slides. • Driver / kext issue, startup item issue (try safe-boot)

4. Details, details… My computer doesn't start / doesn't boot... ... need more details! - startup chime? - beeps? - power light blinking pattern? - spinning pinwheel? - login screen / blue screen / aurora - desktop

5. Freezing or errors inside OS - When/where: spinning pinwheel, blue screen/aurora, after login. - clicking noises: suspect HD - frozen but can move cursor: suspect HD, but can be anything - video garbled: suspect GPU - none of the above: suspect RAM Kernel panic/Odd error messages: See Console utility for details. Look for references to "disk" or "memory".

6. Hard Drive Failure – Best Practices Backup important stuff ASAP! • Target disk mode. • External USB adapter (if CRU).

7. Hard Drive Failure - Symptoms - reseating HD does not help (if CRU) - no single user mode - circle with a line - pinwheel keeps spinning - stuck at blue screen or aurora

8. Hard Drive Failure - Symptoms - HD not visible in boot manager- tech tool or AHT do not detect a hard disk - Install disk does not detect a hard disk - Disk Utility (install disk) - “SMART” error - HD not visible via target disk mode

9. Hard Drive Failure - Symptoms - fails tech tool tests - fails AHT tests - can’t repair with disk utility - recurs after Erase and Install (but run TT or AHT first)

10. Hard Drive Failure - Solutions • Best case: backup, Apple Care. Call Apple. Apple replaces HD for free. • No Apple Care? • Apple • Small Dog • DIY • You can try Erase & Install or Archive & Install, but…

11. RAM Failure - Symptoms • Computer beeps (lookup beep codes) • Power light flashes a pattern (lookup pattern) • Fails Tech Tool RAM test. • Fails AHT RAM test. • Issue reproduced when booted from another location (target disk mode, install disk) – no video corruption. • System Profiler shows failing RAM module.

12. RAM Failure – Best Practice • Test each DIMM separately. • Determines which DIMM is faulty. • Test each DIMM slot separately. • Determines which slot is faulty.

13. RAM Failure - Solutions • Reseat RAM. • Best case: Has Apple Care? Call Apple. CRU. • No Apple Care? • Apple • Small Dog • DIY

14. Graphics Failure – Best Practices • Use an external display to test (attach before powering on Mac). • Reset PRAM. • Backup! • Boot from install disk.

15. Graphics Failure - Symptoms • No video (external or internal) but can hear startup chime. • Distorted video. • Intermittent distorted video. • Distorted video during HD video playback or screen saver. Computer crashes during these actions.

16. LCD Failure – Best Practices • Use an external display to test (attach before powering on Mac). • Reset PRAM. • Backup! • Boot from install disk.

17. LCD Failure – Symptoms • No LCD video (or interm.), but external display works. • Screen very dim.

18. LCD/GPU Failure - Solutions • If no Apple Care, extremely expensive ($400+). • Very difficult to DIY. • Small Dog can be cheaper than Apple. • Try buying Apple Care… • Can sell on Ebay… • Can backup via TDM or USB adapter…

19. Keyboard or Trackpad Failure – Best Practices • Test when booted from install disk.

20. Keyboard or Trackpad Failure – Solutions • Vacuum (gently!) or blow canned air (vacuum in SR can blow, too). • Covered under Apple Care (unless accidental damage). • Very difficult to DIY, but affordable via Apple, Small Dog. • Small Dog can be cheaper…

21. Network Failure – Best Practices • Test on multiple jacks (DIRECTLY TO WALL!). • Test with multiple cables. • Test with multiple wireless connections (midd_u vs midd_s). • Boot from install disk. • Check Network Utility, System Profiler, Network preference pane. • Create a new location. • Safe mode.

22. Network Failure – Solutions • Covered under Apple Care (unless accidental damage). • Very difficult to DIY (but see below). Airport replacement affordable via Apple, Small Dog. • Small Dog can be cheaper… • Can purchase USB adapter 

23. AC Adapter or Power Related Issue • Reset PRAM. • Reset SMC or power management. • Try known good appropriate AC adapter – must verify Wattage. • Test AC with battery removed (older models). • Test without AC and a charged battery (older models). • If system board issue, service call is expensive (unless covered by Apple Care).

24. Battery • Older models – only covered for 1 year. • Newer models – covered for 3 years w/ Apple Care. Not CRU! • Affordable. • Can try fully draining then fully charging… • System Profiler can be very helpful.

25. USB/Firewire • Test from install disk. • Check System Profiler. • Target Disk Mode can help w/ Firewire testing. • Service call expensive (unless covered by Apple Care).

26. Audio • Test from install disk. • Test internal speakers. • Test audio port with headphones. • Check System Profiler. • Red light on audio port!? • Headphones • Canned air • Service call expensive (unless covered by Apple Care). • USB headphones/mic are cheap.