2. …or mindless wand waving.

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