Macintosh Troubleshooting

Start-Up

Chime

System Check
General Diagnostics
ROM Check

Happy Mac
- Search for Startup Device
  - Internal FD
  - PRAM Setting for Startup Drive
  - SCSI Bus
  - NUBUS
Welcome to Mac
- Finder/System Load
- Extensions Load
Desktop
- File Sharing, Window Config
Startup Items

Startup problems will occur at one of four points:

Sad Mac
Flashing "?"
Death Chimes
Frozen Screen

These problems are either Hardware or Software. If Software, it is either conflict or corruption. The goal is really to isolate which it is. My recommended tact is to get to a working system and then add components testing each change as you go. When you add a problem component, you force the System to break. Don't overlook updates/patches.

1. Set extensions to System only + MacSlip (or other PPP client) + any required modem software - no fax. On a geoport this is the Apple Express Modem Control Panel and on a Global Village modem this is the Global Village Toolbox Extension and the Teleport Control Panel.
2. Shut down and remove all hardware except for monitor, keyboard and modem.
3. As you restart, Zap Pram.
4. If this fails, boot with extensions off.
5. If still fails, boot off Disk Tools Disk or CD and run Disk First Aid. If OK or repairable, you may need to do a clean install. Else, if DFA can't repair, you will probably have to reformat the drive.
6. Don't forget to explain that the customer will need to add these disabled items (extensions and hardware) back in and test to see if problem reccurs.

Here is a more detailed accounting of this startup troubleshooting.

Applications

If freeze/bomb occurs during opening, running or printing from an application, first quit, then try raising the memory allocation for that application. Do a "Get Info" on the application and alter (up or down) the memory requirements. I treat Virtual Memory/Ram Doubler like a switch. If it's on, I turn it off and if off try it on. You might also want to throw away that apps' preference file (system folder--preferences). If this fails, usually reinstalling the application is your best bet. Error codes can be helpful but rarely.

Printing

When dealing with printing problems you first want to decide if the printer is the problem or the workstation is. Check this Cable Matrix to see which cable/driver is required for any Apple printer (to date)..

Will the printer print a test page? (Do a TIL search on printer model and test page for instructions)
Does it appear in chooser?
If networked, can others see/print to it?
Can the customer see other network services?

If it is determined that the problem is network/hardware:

check/swap cables
turn printer off/on (will get new IP address)
service call

If problem is found to be on the workstation:

Test with Simple Text
Turn background printing off
ZapPRAM
toss printing prefs
Change font (corrupt font)

UTConnect

Here is a matrix which describes OS/OT availability

Grey "No Slip"
MacTCP Config
TCP/IP Config
Modem Init Strings-do a TIL search on "modem and initialization and string"

RU Accounts

AICK

Tools

Apple's Technical Information Library is a great source for issues (search <subject> and issue), spec s (search <model> and specsht) as well as virtually any data you need. This list of the keywords you can use in combination with any boolean string may help you search more efficiently.

You can also get the specs from AppleFacts Online.

Tech Support Online is a good source for issues (search by model) as well as general troubleshooting

For general late breaking news, check out Apple's home

The AppleFax service is a great resource - especially when compared to walking a customer through a clean install. Have t hem fax themselves the instructions!

Finally, here is a list of Keyboard Voodoo which you might find helpful.

Bug reports to: rickyb@uts.cc.utexas.edu