Hardware and Software TROUBLESHOOTING MACS Your Tools Install

Hardware and Software TROUBLESHOOTING MACS

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) F 2 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)

Hard Drive Failure – Best Practice Backup 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: have backup, have Apple Care. Call Apple replaces HD for free. No Apple Care? Apple Small 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? Apple Small Dog DIY

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

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

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

LCD/backlight/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 can be cheaper…

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

AC Adapter or Power Related Issues 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!? Headphones Canned air Service call expensive (unless covered by Apple Care). USB headphones/mic are cheap.