MAC TROUBLESHOOTING TROUBLESHOOTING MACS MAY SEEM LIKE MINDLESS
MAC TROUBLESHOOTING
TROUBLESHOOTING MACS MAY SEEM LIKE MINDLESS KEY PUNCHING… …or mindless wand waving.
Useful concepts – Apps on the Mac Applications are (mainly) self-contained. �Uninstall: Drag to trash. �Install: Drag to “Apps” folder (or anywhere)
Useful concepts – Prefs are discrete � Each app stores prefs in a separate file. � System settings exist separate from user settings.
Useful Concepts – Conventions � Preferences named using reverse DNS: domain. company. appname. plist �E. g. Finder preferences: com. apple. finder. plist � System settings: �/Library/Preferences/ (initial “/” means “the top level”) � User settings: �~/Library/Preferences/ (initial “~” means “the user’s home folder”)
Modus Operandi � Software level � Troubleshoot mode: Create user account. Test software there. � Repair mode: Login back to customer’s account. Delete preference files. Reinstall apps. � System level � Troubleshoot mode: Various diagnostic tools. Booting from other systems. � Repair mode: Archive and Install. � Hardware level � Troubleshoot mode: Various diagnostic tools. Archive and Install. � Repair mode: Replacing user replaceable parts. Delegating replacement of other parts to Apple & authorized service centers.
Harmless Tricks � Reset PRAM �Apple+Option+P+R � Reset SMC (aka Power Management) �Procedure varies (see wiki) � Repair permissions �Use Disk Utility � Delete Caches �~/Library/Caches �/Library/Caches
Watch that log! � It may be useful to open Console. app and check the latest warnings/errors. The console database is searchable. Google errors. � It may be useful to boot the Mac verbosely (Apple + V) and observe the on-screen messages. Google errors.
Down to Basics � Software Issues �You troubleshoot these by creating a new user account, deleting pref files or reinstalling apps. �You can always try the harmless tricks. � Hardware or System Software Issues �You troubleshoot these by running diags, booting from known good system, performing Archive and Install. �You can always try the harmless tricks.
Software Issues – Application Level An application is not performing one or more of its functions. Create a new account. Does the app do what it’s supposed to? �Yes: Problem is likely with application’s preference file(s). Delete prefs, reboot. �No: Reinstall the app. If issue is still there, consider this a system wide problem. See next slide.
Software Issues – System Level � An app is not functioning across all user accounts (even after reinstalling the it). �A system function is not performing as expected. Examples of system functions : �Input (mouse/keyboard) �Output (audio, video, printing) �Network
Software Issues – System Level � You should really feel an URGE to do backups now. � Always test the hardware before troubleshooting system wide issues. (Backups!) � If hardware tests pass, take generic approaches: � Delete system prefs (/Library/Preferences). � Reinstall latest combo update. � Disk First Aid (Disk Utility). � Archive and Install. (Backups!)
Hardware level � Run Disk Utility from OS (if OS is bootable), check SMART status, verify disk. � Run Disk Utility from install disk or another Mac, check SMART status, verify disk. � Run Apple’s diags. (Backups!) � Run Tech. Tool (Deluxe or Pro). (Backups!) � Boot from another Mac. � Boot from a bootable external hard disk.
Running Apple’s Diags � Press/tap F 2 on startup (newer models). � Insert the Mac OS X install disk, hold D on startup. � Older Macs have the diags on a separate CD. � Facts: � Diags are model-specific. (boo!) � Can’t download diags for free. (boo!) � Helpdesk has a small collection of diags. (yay? )
Running Tech. Tool � If customer has Apple Care, and computer is bootable, Tech. Tool Deluxe can be downloaded and installed for free from Apple. � SR has two bootable flash drives (Protégé) with Tech. Tool. Come borrow ‘em. � Boot the bad Mac from Helpdesk’s MBP has Tech. Tool.
Booting from another Mac � Put the “good” Mac in target disk mode. � Connect the two Macs using a Firewire cable. � Boot the “bad” Mac while holding the option key. Can someone make a video tutorial for this? (Hi, I’m a bad Mac. And I’m a good Mac…)
Booting from an external drive � Can install OS X on an external drive. � The drive can be USB or Firewire. � Connect � Boot key. the drive to the bad Mac while holding the option
Special Case – Unbootable System � Always try to do backups first. By attempting backups you can learn more about the issue, too. � “Unbootable” can mean many things…
No power / no startup chime � PRAM, SMC issue. �Reset PRAM, reset SMC. �Try running with no battery. �Try running with known good battery. �Try a different AC adapter. � Mobo/RAM/PSU issue. �Call Apple, visit Small Dog.
Blinking question mark � Hard disk / mobo issue. �Run diags. �Archive and Install. �Call Apple, visit Small Dog.
Stuck at spinning pin wheel � Could be anything… all of the above, bad airport card, corrupt OS… �Run diags. �Try “Generic Approaches”.
Stuck at (blue) screen before login � Most likely hard disk. But could be any failing hardware part… corrupt OS… �Run diags. �Try “Generic Approaches”.
Can’t login. � Most likely corrupt OS. Or a dying hard disk. Or could be any failing hardware part… �Run diags. �Try resetting password from install disk. �Try “Generic Approaches”.
Generic Approaches � Boot verbosely (Apple + V). Check last messages on screen. Google. � Boot in Single User Mode (Apple + S). Run fsck –fy � Boot from install disk. Run Disk Utility => First Aid (Repair Disk and Repair Permissions) � Install latest combo update. � Archive and Install. Call Apple, visit Small Dog.
Special Case – Beeping sounds at startup � Most likely RAM (or CPU). � See wiki => LIS => Diagnostics => Diagnostic_Beep_and_Error_Codes
Special Case – Intermittent Issues Now you see it, now you don’t… � Suspect hard disk or RAM. �Diags. Archive and Install. Apple. � Suspect a corrupt OS install. �Diags. Archive and Install. Apple.
Special Case – Troubleshooting Printers � “Reset Printing System” (google it)
Special Case – Troubleshooting Network Issues � Create a new network location (System Preferences => Network)
Your toolkit � Finder: Your Explorer (not Internet). � Terminal: Use when the Finder fails. � Disk Utility � Console � System Preferences � Tech Tool (Deluxe or Pro) � Helpdesk MBP
- Slides: 29