troubleshooting macs

Hardware and Software

Your Tools Install Disk / Mac OS X

Network UtilitySystem ProfilerDisk UtilityConsole.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)

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)

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

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".

Hard Drive Failure – Best PracticesBackup important stuff ASAP!

Target disk mode.External USB adapter (if CRU).

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

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

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)

Hard Drive Failure - Solutions Best case: backup, Apple Care.

Call Apple. Apple replaces HD for free. No Apple Care?

AppleSmall Dog DIY

You can try Erase & Install or Archive & Install, but…

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.

RAM Failure – Best Practice Test each DIMM separately.

Determines which DIMM is faulty. Test each DIMM slot separately.

Determines which slot is faulty.

RAM Failure - Solutions Reseat RAM. Best case: Has Apple Care? Call Apple.

CRU. No Apple Care?

AppleSmall DogDIY

Graphics Failure – Best Practices Use an external display to test (attach

before powering on Mac). Reset PRAM. Backup! Boot from install disk.

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.

LCD Failure – Best Practices Use an external display to test (attach

before powering on Mac). Reset PRAM. Backup! Boot from install disk.

LCD Failure – Symptoms No LCD video (or interm.), but external

display works. Screen very dim.

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…

Keyboard or Trackpad Failure – Best Practices

Test when booted from install disk.

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…

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.

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

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).

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.

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).

Audio Test from install disk. Test internal speakers. Test audio port with headphones. Check System Profiler. Red light on audio port!?

HeadphonesCanned air

Service call expensive (unless covered by Apple Care).

USB headphones/mic are cheap.