Apple General Troubleshooting Flowchart

Apple General Troubleshooting Flowchart with —1 Quick Fixes • Check Active Ports setting • Check Startup Disk selection (startup) Consider First (Innocuous) • Force quit • Log in as test user The following fixes have little or no impact on the system: • Reset permissions • Restart/shut down • Move, rename, or delete preference file • Run System Profiler • Update printer driver (printing) • Check Top Support Questions1 if issue seems familiar • Update firmware • Start up in Safe Mode (startup issues) • Change ports (e.g., Ethernet, USB) • Suppress Auto-Login • Use known-good peripherals (e.g., monitor, disk drive, printer) • Suppress Login items • Reset passwords • Use known-good disc (e.g., CD, DVD, Zip), Install Mac OS, Restoration, or MacTest • Reset Open Firmware Pro CD • Access through Target Disk Mode Consider Last (Invasive) • Repair volume with • Start up in single-user mode (startup issues) The following fixes have a more drastic impact on the system: • Start up in verbose mode (startup issues) • Reinstall suspect application • Relaunch • Reset PRAM • Disconnect all external devices • Reset PMU/SMU • Turn off Screen Saver and Energy Saver (installation) • Remove non-Apple RAM • Verify with other users (network issue) • Perform a soft reset (AirPort—all base station models) • Connect to another device or volume (network) • Perform a hard reset (AirPort—all base station models) • Check for SMTP connection (network) • Connect to PPP test server (modem) Diagnostic Tools • Open iChat (network) The following tools are common diagnostic tools found on Mac OS X: • Browse Network icon in Finder window (network) • DigitalColor Meter • Use Connect to Server (network) • Disk Utility • Check that cables are well seated in proper ports (network) • System Profiler • Network Utility Consider Next (Less Innocuous) • Apple Service Diagnostic2 The following fixes have a moderate impact on the system: • Apple Hardware Test 3 • IP address by opening a Web browser • MacTest Pro 4 • Adjust user settings • Tech Tool Deluxe • Disable fast user switching • Configure printer 2 Available to Apple-authorized service providers and AppleCare Technician Training • Check Firewall setting (network) customers only. 3 Available to Apple-authorized service providers. 1 Authorized service technicians only. 4 Available with purchase of AppleCare Protection Plan. Apple General Troubleshooting Flowchart with Notes—2 • Display Utilities5 • Run Disk Utility • Run AirPort Admin Utility Systematic Fault Isolation Techniques • Run Setup Assistant • Run Directory Access The following are techniques: systematic fault isolation • Run commands • Start up in single-user mode (startup issues) • Target Disk Mode • Start up in Safe Mode (startup issues) • Perform a Safe Login (startup- and account-related) Second Choices • Systematically kill processes • Disconnect peripherals The following should be tried after the appropriate first choices have been tried: • Component isolation • Adjust user controls • Perform OS Archive and Install • Reset PRAM

Research Resources Third Choices

The following are common resources for troubleshooting Mac OS X issues: The following should be tried after the appropriate first and second choices have been • Service manuals tried: • Logs • Use AirPort Management Utility (AMU) • Read Me files • Perform recommended (default) Mac OS X installation • Mac Help • Perform Archive and Install • User’s manuals • Erase and restore from Restore DVDs • Network Utility • Perform Erase and Install from a Mac OS X install CD • Console • Repair with ASD, AHT, MTP • Process Viewer • Use Terminal • UNIX commands • Apple Support page (http://www.info.apple.com/) • Knowledge Base • Service Source6

Repair/Replace

First Choices

The following should be tried first when repairing or replacing: • Run -fsck • Update driver

5 Available to Apple-authorized service providers. 6 Apple-authorized service providers and AppleCare Technician Training customers only. Apple General Troubleshooting Flowchart with Notes—3