Middlebury

Difference between revisions of "Mac OSX Troubleshooting"

m (Troubleshooting Macs moved to Mac OSX Troubleshooting: Clearer, more conformist title.)
(Moved content here from Mac OSX page)
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This is just an outline, don't expect a full fledged service manual.
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== See also ==
 +
* [[Mac OSX]] - general configuration tips for Mac OSX
  
== Troubleshooting Mac Applications ==
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== Easy Troubleshooting Steps ==
 +
Quick, harmless, sometimes can help solve a problem.
  
Possible troubleshooting routes, in no particular order, and not really dependent on each other:
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==== Application-specific ====
  
*Reboot (duh).<br>
+
* Quit the troublesome app then reopen it. Quitting an app doesn't mean just closing its window, see Quitting_an_Application_on_a_Mac
*Quit the troublesome app then reopen it. Quitting an app doesn't mean just closing its window, see Quitting_an_Application_on_a_Mac<br>
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* Create a new user account. Try starting the troublesome app in the new account. If it works fine in the new account try the next tip.
*Create a new user account. Try starting the troublesome app in the new account. If it works fine in the new account try the next tip.<br>
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* Quit the app, move its preference file to the Desktop, reopen the app.
*Quit the app, move its preference file to the Desktop, reopen the app.<br>
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* [[Quitting_an_Application_on_a_Mac|Quitting_an_Application_on_a_Mac]] Update the app.
*[[Quitting_an_Application_on_a_Mac|Quitting_an_Application_on_a_Mac]]Update the app. <br>
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* Trash the app, trash its preference file. Reinstall the app.
*Trash the app, trash its preference file. Reinstall the app.<br>
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* Update the OS.
*Update the OS.<br>
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* Safari: Really, really old versions of Mac can NOT run the newest version of Safari. DO NOT upgrade to the newest version of Safari unless you're sure it will be compatible with the version of Mac.
 +
* Wireless: Leopard 10.5 won't connect to midd_secure: If the instructions at [http://go.middlebury.edu/docs go/docs] don't work, try deleting all preset profiles that relate to midd_secure, then create a new wireless "location" and try it from there. Also, try turning airport off and then back on.
  
None of this helped? Try troubleshooting the issue as a "system" issue - the problems with the app may stem from a system-wide issue.<br>
+
==== General OS or boot problems ====
  
== Troubleshooting Mac OS X ==
+
* Reset PRAM: on boot, hold down Apple + Option + P.
 +
* Reset NVRAM: on boot, hold down Apple + Option + N + V.
 +
* Boot in Verbose mode: on boot, hold down Apple + V. Watch for errors as Mac boots, and google any errors found.
 +
* Drain power cache: with computer off, take out battery, unplug from charger, and hold down power button for 15 seconds. Can sometimes fix a Mac that won't boot.
 +
* Delete a program's .plist settings file: Found either in ~/Library/Preferences or in /Library/Preferences. This clears all settings for a program.
 +
* Run Console.app to check for recent errors in Mac's log files.
 +
* Mac not waking up properly from sleep? See http://www.macfixit.com/article.php?story=20070129234938244 and see [[Delete Mac Hibernation File]].
  
If you are suspecting/experiencing a system wide issue, always check the hardware first.
+
== Troubleshooting - Advanced ==
  
[[Category:Troubleshoot]]
+
* None of this helped? Try troubleshooting the issue as a "system" issue - the problems with the app may stem from a system-wide issue.
 +
* If you are suspecting/experiencing a system wide issue, always check the hardware first.
 +
* BACK UP FILES before going on to any advanced diagnostics or tricks.
 +
* Before trying these tricks, try installing Combo Pack updates.
 +
 
 +
=== Hardware troubleshooting with Apple Diagnostics ===
 +
* On newer models, you can start diags by pressing F2 on booting. (Diags are preloaded onto computer.)
 +
* On older models, insert the install disk and hold down the D key while booting. Diags are model-specific so you can't use the wrong CD.
 +
* AppleCare-covered users can download and install TechTool Deluxe for free. A good diagnostic but to convince Apple of system failure, you'll need to use the more official Apple diagnostics.
 +
 
 +
=== Blinking Question Mark ===
 +
 
 +
*Symptom: Your Mac won't start up. You see a white or gray screen with a blinking/flashing question mark.
 +
*Cause: The Mac cannot find the operating system. '''Most likely the hard disk has failed.'''
 +
*Solutions: It's worth to try the following:
 +
 
 +
==== Diagnosis ====
 +
 
 +
*Reset the PRAM (http://support.apple.com/kb/HT1379)
 +
*(if this is a MacBook) Reseat the hard disk (Instructions: http://manuals.info.apple.com/en/MacBook_13inch_HardDrive_DIY.pdf)
 +
*Try putting the Mac in [[Target Disk Mode]] and connect it to another Mac, then run Disk Utility [http://www.macworld.com/article/133496/2008/05/firstaid.html How to run disk utility]
 +
*If the owner has the original install DVD, it can be used to repair the OS (http://support.apple.com/kb/HT1710). '''The Helpdesk DOES NOT have a collection of install DVDs so they cannot help if the owner does not have the install DVD.
 +
*If none of the above helps, then '''it is very likely that the hard disk has failed'''.
 +
 
 +
==== Recovering Files ====
 +
If you need to get files from the computer, you can:
 +
 
 +
*Try putting the Mac in [[Target Disk Mode]] and connect it to another Mac to copy your files.
 +
**This '''may not work''', and if it does not, it is an indication that the hard disk has failed completely.
 +
*If the data on the computer is very valuable, the owner can decide to contact [[Data Recovery#Professional_Data_Recovery_Services|a Professional Data Recovery Service]].
 +
*See below for repair options.
 +
 
 +
==== Repair ====
 +
 
 +
*If the computer is under warranty, the owner must contact Apple directly (call 1-800-275-2273 OR visit the Apple-authorized repair center in South Burlington: [http://www.smalldog.com/contact Small Dog Electronics].
 +
*If the computer is not under warranty:
 +
** Self-repair or repair at the Helpdesk: depending on the model (any MacBook, late 2008 MacBook Pro), it may be possible to replace the hard disk at the Helpdesk. The owner needs to purchase a replacement hard disk (see [[Purchasing Replacement Parts#Apple]])
 +
** '''For a fee''', Apple or Small Dog can repair the computer: contact Apple directly (call 1-800-275-2273 OR visit the Apple-authorized repair center in South Burlington: [http://www.smalldog.com/contact Small Dog Electronics].
 +
 
 +
==== Prevention and safeguards ====
 +
 
 +
Hard disks eventually fail, even when best care is taken. The best solution is to purchase an external hard drive and do regular backups. External hard drives often come with software that makes the backup process automatic. External hard drives can be purchased from http://www.amazon.com http://www.newegg.com - almost any on-line shopping site sells them these days. Good brands (no particular order): Western Digital, Seagate, LaCie...
 +
 
 +
=== For hard drive failure ===
 +
 
 +
==== Check disk ====
 +
# Boot into Single User Mode by holding down Apple + S on boot.
 +
# When system has loaded, enter <code>fsck -fy</code> to check disk.
 +
 
 +
==== Target Disk Mode ====
 +
See [[Target Disk Mode]] for how to use. Boot a Mac using another Mac's hard drive so you can:
 +
* Access the internal hard drive without depending on it to boot the system
 +
* Run Disk Utility to repair disk permissions
 +
* Run Disk Warrior for advanced repair techniques
 +
 
 +
==== Archive & Install ====
 +
Reinstalls system without touching user files (in theory). A messed-up install might be fixed this way.

Revision as of 10:06, 15 October 2009

See also

  • Mac OSX - general configuration tips for Mac OSX

Easy Troubleshooting Steps

Quick, harmless, sometimes can help solve a problem.

Application-specific

  • Quit the troublesome app then reopen it. Quitting an app doesn't mean just closing its window, see Quitting_an_Application_on_a_Mac
  • Create a new user account. Try starting the troublesome app in the new account. If it works fine in the new account try the next tip.
  • Quit the app, move its preference file to the Desktop, reopen the app.
  • Quitting_an_Application_on_a_Mac Update the app.
  • Trash the app, trash its preference file. Reinstall the app.
  • Update the OS.
  • Safari: Really, really old versions of Mac can NOT run the newest version of Safari. DO NOT upgrade to the newest version of Safari unless you're sure it will be compatible with the version of Mac.
  • Wireless: Leopard 10.5 won't connect to midd_secure: If the instructions at go/docs don't work, try deleting all preset profiles that relate to midd_secure, then create a new wireless "location" and try it from there. Also, try turning airport off and then back on.

General OS or boot problems

  • Reset PRAM: on boot, hold down Apple + Option + P.
  • Reset NVRAM: on boot, hold down Apple + Option + N + V.
  • Boot in Verbose mode: on boot, hold down Apple + V. Watch for errors as Mac boots, and google any errors found.
  • Drain power cache: with computer off, take out battery, unplug from charger, and hold down power button for 15 seconds. Can sometimes fix a Mac that won't boot.
  • Delete a program's .plist settings file: Found either in ~/Library/Preferences or in /Library/Preferences. This clears all settings for a program.
  • Run Console.app to check for recent errors in Mac's log files.
  • Mac not waking up properly from sleep? See http://www.macfixit.com/article.php?story=20070129234938244 and see Delete Mac Hibernation File.

Troubleshooting - Advanced

  • None of this helped? Try troubleshooting the issue as a "system" issue - the problems with the app may stem from a system-wide issue.
  • If you are suspecting/experiencing a system wide issue, always check the hardware first.
  • BACK UP FILES before going on to any advanced diagnostics or tricks.
  • Before trying these tricks, try installing Combo Pack updates.

Hardware troubleshooting with Apple Diagnostics

  • On newer models, you can start diags by pressing F2 on booting. (Diags are preloaded onto computer.)
  • On older models, insert the install disk and hold down the D key while booting. Diags are model-specific so you can't use the wrong CD.
  • AppleCare-covered users can download and install TechTool Deluxe for free. A good diagnostic but to convince Apple of system failure, you'll need to use the more official Apple diagnostics.

Blinking Question Mark

  • Symptom: Your Mac won't start up. You see a white or gray screen with a blinking/flashing question mark.
  • Cause: The Mac cannot find the operating system. Most likely the hard disk has failed.
  • Solutions: It's worth to try the following:

Diagnosis

Recovering Files

If you need to get files from the computer, you can:

  • Try putting the Mac in Target Disk Mode and connect it to another Mac to copy your files.
    • This may not work, and if it does not, it is an indication that the hard disk has failed completely.
  • If the data on the computer is very valuable, the owner can decide to contact a Professional Data Recovery Service.
  • See below for repair options.

Repair

  • If the computer is under warranty, the owner must contact Apple directly (call 1-800-275-2273 OR visit the Apple-authorized repair center in South Burlington: Small Dog Electronics.
  • If the computer is not under warranty:
    • Self-repair or repair at the Helpdesk: depending on the model (any MacBook, late 2008 MacBook Pro), it may be possible to replace the hard disk at the Helpdesk. The owner needs to purchase a replacement hard disk (see Purchasing Replacement Parts#Apple)
    • For a fee, Apple or Small Dog can repair the computer: contact Apple directly (call 1-800-275-2273 OR visit the Apple-authorized repair center in South Burlington: Small Dog Electronics.

Prevention and safeguards

Hard disks eventually fail, even when best care is taken. The best solution is to purchase an external hard drive and do regular backups. External hard drives often come with software that makes the backup process automatic. External hard drives can be purchased from http://www.amazon.com http://www.newegg.com - almost any on-line shopping site sells them these days. Good brands (no particular order): Western Digital, Seagate, LaCie...

For hard drive failure

Check disk

  1. Boot into Single User Mode by holding down Apple + S on boot.
  2. When system has loaded, enter fsck -fy to check disk.

Target Disk Mode

See Target Disk Mode for how to use. Boot a Mac using another Mac's hard drive so you can:

  • Access the internal hard drive without depending on it to boot the system
  • Run Disk Utility to repair disk permissions
  • Run Disk Warrior for advanced repair techniques

Archive & Install

Reinstalls system without touching user files (in theory). A messed-up install might be fixed this way.

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