Troubleshooting Macs

1
Troubleshooting Macs

• Hardware and Software

2
Your Tools

• Install Disk / Mac OS X
• Network Utility
• System Profiler
• Disk Utility
• Console.app and Verbose Start (AppleV)
• Safe boot (Shift), Single User Mode (AppleS)
• 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 (AppleOptPR)
• File System issue
• Try single-user mode or safe boot.
• If that doesnt 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
• - cant 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.