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Mac Troubleshooting

Mac Troubleshooting. …or mindless wand waving. Troubleshooting Macs may seem like mindless key punching…. 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.

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Mac Troubleshooting

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  1. Mac Troubleshooting

  2. …or mindless wand waving. Troubleshooting Macs may seem like mindless key punching…

  3. Useful concepts – Apps on the Mac Applications are (mainly) self-contained. • Uninstall: Drag to trash. • Install: Drag to “Apps” folder (or anywhere)

  4. Useful concepts – Prefs are discrete • Each app stores prefs in a separate file. • System settings exist separate from user settings.

  5. 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”)

  6. 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.

  7. 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

  8. 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.

  9. 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.

  10. 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.

  11. 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

  12. 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!)

  13. 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 TechTool (Deluxe or Pro). (Backups!) • Boot from another Mac. • Boot from a bootable external hard disk.

  14. Running Apple’s Diags • Press/tap F2 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?)

  15. Running TechTool • If customer has Apple Care, and computer is bootable, TechTool Deluxe can be downloaded and installed for free from Apple. • SR has two bootable flash drives (Protégé) with TechTool. Come borrow ‘em. • Boot the bad Mac from Helpdesk’s MBP. Helpdesk’s MBP has TechTool.

  16. 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…)

  17. Booting from an external drive • Can install OS X on an external drive. • The drive can be USB or Firewire. • Connect the drive to the bad Mac. • Boot bad Mac while holding the option key.

  18. 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…

  19. 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.

  20. Blinking question mark • Hard disk / mobo issue. • Run diags. • Archive and Install. • Call Apple, visit Small Dog.

  21. Stuck at spinning pin wheel • Could be anything… all of the above, bad airport card, corrupt OS… • Run diags. • Try “Generic Approaches”.

  22. Stuck at (blue) screen before login • Most likely hard disk. But could be any failing hardware part… corrupt OS… • Run diags. • Try “Generic Approaches”.

  23. 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”.

  24. 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.

  25. Special Case – Beeping sounds at startup • Most likely RAM (or CPU). • See wiki => LIS => Diagnostics => Diagnostic_Beep_and_Error_Codes

  26. 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.

  27. Special Case – Troubleshooting Printers • “Reset Printing System” (google it)

  28. Special Case – Troubleshooting Network Issues • Create a new network location (System Preferences => Network)

  29. 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

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