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Troubleshooting Tips

Computer and Network Troubleshooting Tips

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Troubleshooting Table of Contents

Basic Troubleshooting
Re-install Latest Combo Update
Firmware - PowerPC
PowerPC: Zap PRAM (along with resetting NVRAM and firmware)
Mac OS 9: Rebuild Desktop
Disk Permissions
Mac OS 10: Verify Disk
Reset PMU, SMU, or SMC
Hardware Test
Replace PRAM/Clock/Backup Battery
Network Troubleshooting
Dictionary Panel Dead
Classic Erroneously Used
Keychain Password Prompts
Install Mac OS W/O DVD Drive
Beeps At Startup
AppleWorks 6
IMovie
Kid Pix Deluxe
Remote Desktop 2

Troubleshooting Procedures

Basic Troubleshooting

  • Restart the computer.
  • Disconnect and reconnect all cables.
  • If it seems to be a hardware issue, unplug the equipment for a few hours.
  • Visit the company's support web site (ie: Apple Support)
  • Search troubleshooting web sites and online forums such as MacFixit for possible solutions.
  • Call the company's technical support phone number (ie: Apple's free technical support for schools can be reached at 1-800-800-APPL).

Also verify that the operating system and application program are up-to-date. Software updates are released for valid reasons, and just might fix the issue.

  • In Mac OS 10.3 and later, within the Apple menu, select "Software Update".
  • In Mac OS 10.0 - 10.2, launch "System Preferences" and then click "Software Update".
  • In Mac OS 9.0 - 9.2.2, open the "Software Update" control panel.

Re-install Latest Combo Update

Re-installing the latest available "combo update" can solve some issues.

  • Mac OS 10.2: Mac OS 10.2.8 combo update
  • Mac OS 10.3: Mac OS 10.3.9 combo update.
  • Mac OS 10.4: Mac OS 10.4.11 combo update for either PowerPC or Intel processors.
  • Mac OS 10.5: As of this writing, Mac OS 10.5 is the newest version of the Mac OS, and therefore the latest combo update is subject to change. Please locate the latest combo update on Apple's support downloads page.

PowerPC: Is the firmware up-to-date?

This section of troubleshooting is specifically written for Macintosh computers with PowerPC processors. The last of these were manufactured in 2006.

Firmware (aka Boot ROM) is computer code stored in a computer's circuitry. From time to time, the firmware for your computer (or other electronics) may need updated. These are usually critical updates.

To identify the firmware version on your computer, follow these steps . . .

  1. Restart or startup the computer while holding down OPTION - COMMAND - O - F
  2. You can release these keys when a white screen with black text appears.
  3. The firmware version is on the first line, mixed in with other information. In this example, the firmware version is 4.2.8: ApplePowerMac 3, 1 4.2.8f1 BootRom built on 10/11/01.
  4. Once you have identified the current firmware version, type mac-boot and the machine will startup.

Apple Computer has published a chart of firmware updates for their Macintosh computers. If a newer firmware version is available for your computer, please download the firmware update and install it. The instructions may seem bizarre, such as starting up a computer in Mac OS 9 (versus the newer Mac OS X), but each step is critical.

PowerPC: Zap PRAM (along with resetting NVRAM and firmware)

  1. Press the power button to turn the computer on. (Be ready for next step.)
  2. Immediately hold down OPTION-COMMAND-O-F
  3. Release the keys when a white screen with black text appears
  4. Type reset-nvram
  5. Press the return key
  6. Type reset-all (Be ready for next step.)
  7. Press the return key
  8. Immediately hold down OPTION-COMMAND-P-R
  9. Release the keys after having heard the startup chime three times.

Mac OS 9: Rebuild Desktop

Rebuilding the desktop is useful for Mac OS 9 and earlier, plus the Classic Mode of Mac OS X.

For Mac OS 9 and earlier . . .

  1. Restart the computer while holding pressing OPTION - COMMAND.
  2. Release the keys when the following dialog appears: "Are you sure you want to rebuild the Desktop file?">
  3. Click OK.

For Classic Mode of Mac OS X . . .

  1. In the Apple menu, choose System Preferences.
  2. Click Classic.
  3. Click the Advanced tab.
  4. Click Rebuild Desktop.
  5. Select Macintosh HD.
  6. Click Rebuild.

Disk Permissions

Repairing disk permissions provides miracle cures. This procedure is so benefitial, please make it a practice of doing this BEFORE and AFTER every software installation. The procedure is simple. To learn what this process does to your computer, read Apple document 25751.

  1. Make sure the computer has started up from the internal hard drive (normal startup).
  2. In the "Go" menu, select "Utilities".
  3. Launch "Disk Utility".
  4. In the left column, select the startup disk (probably named Macintosh HD).
  5. Click "Repair Disk Permissions".
  6. Wait a few minutes.
  7. Quit "Disk Utility" when done.

Mac OS 10: Verify Disk

If experiencing problems with a disk, Disk Utility can verify and repair it. The verify and repair procedures are identical, except the verify option does not attempt to correct issues found. If a repair is necessary, please backup all data first.

Procedure to verify a disk via a startup CD/DVD...

  1. Locate a Mac OS startup disc. Preferably, if the computer is running Mac OS version XX.x, use a CD/DVD of the same version.
  2. Insert the Mac OS startup disc into the computer.
  3. Restart the computer while holding down the "option" key.
  4. When the startup manager (blue screen with icons) appears, select the disc.
  5. Click the right arrow to continue.
  6. Wait minute or two while the computer startsup from the disc.
  7. If prompted, select your preferred language.
  8. The next screen to appear is the installer. Do NOT install. Do NOT click the continue button.
  9. In either the "Utilities" or "Installer" menu, select "Disk Utility".
  10. Click the "First Aid" tab.
  11. In the left column of Disk Utility, select the computer's hard drive.
  12. Click "Verify Disk".
  13. If it says the disk "appears to be OK", proceed to the next step. If the disk needs repaired, backup all data, return to this screen, and repair the disk.
  14. If the computer has multiple partitions or multiple hard drives, repeat the previous three steps for each.
  15. In the "Disk Utility" menu, select "Quit Disk Utility".
  16. In the "Installer" menu, select "Quit Installer".
  17. Restart.

Tip: If the computer does not have the required DVD or CD drive, convert a secondary computer (preferably a notebook) into an extranal CD/DVD drive! Simply restart the notebook computer while holding down the "T" key. It is now a combination external hard drive and external CD/DVD drive. Connect it to the first computer with a FireWire cable.

If Disk Utility cannot repair the disk, optionally purchase third-party software such as DiskWarrior.

Reset PMU, SMU, or SMC

The need to reset PMU/SMU/SMC should be somewhat rare. This procedure varies drastically among computer models. It may simply involve some keyboard commands or it could involve opening the guts of a computer.

Apple has published the instructions online for the following computer models...

For other models, consult the Apple Support web site or call Apple's free educational tech support at 1-800-800-APPL.

For the iMac G3 (slot-loading) and eMac models, the procedure will involve opening the access door on the bottom of the computer, then pressing the PMU button on the logic board.

Hardware Test

One of the discs that originally came with the computer is the "Apple Hardware Test." (It may be necessary to read the fine print to identify the AHT disc.) Once located, read the directions on the disc before inserting into the computer.

If the original disc was lost or destroyed, a replacment disk can sometimes be made via Apple's AHT disk images.

Tip: Sometimes AHT needs run multiple times before identifying an issue. Try pressing "CONTROL-L" to put it in loop mode, then allow it to run overnight.

For a more intense memory test, download and run an application called Rember.

Replace PRAM/Clock/Backup Battery

The main symptom of a dead PRAM/clock battery is that the computer's date will repeatedly fall back to some yyear in history. Batteries can be tested with an inexpensive battery tester.

Instructions to replace PRAM batteries varies drastically amongst computer models. Apple has published instructions for the following models...

For other models, consult the Apple Support web site or call Apple's free educational tech support at 1-800-800-APPL.

Network Troubleshooting

Wireless: Correct network providing a good signal?

  1. Look at the AirPort/WiFi menu on the right-half of the menu bar.
  2. Click on the menu once. The name of the desired computer network should be checked.
  3. Now look at the icon of the AirPort/WiFi menu. It should have three or four black bars if receiving a good signal.

Wired: Can the computer see the first switch on the network?

  1. In the "Go" menu, select "Utilities".
  2. Launch "Network Utility".
  3. Click the "Info" tab.
  4. Select "Ethernet Interface (en0)" from the pop-up menu.
  5. If properly connected to the network, the "Link Speed" should read '100 Mb' (or greater) and the "Link Status" should read "Active".
  6. If the network is running well, the "Send Errors", "Recv Errors", and "Collisions" should all read "0".

DNS (domain name system) functional?

  1. Go to this web address: http://www.StCloudDiocese.org/
  2. Go to this web address: http://206.11.94.220/
  3. If the first web address failed, and the second was successful, it's a DNS server problem.

Bound to Server: Can it see the directory service?

  1. If the workstation is running Mac OS 10.4 or later, look at the login screen.
  2. Click on the computer name a few times. Eventually a line will appear, preceded by a colorful dot.
  3. If the dot is green, the workstation can see the directory service.

Valid IP address?

  1. In the "Go" menu, select "Utilities".
  2. Launch "Network Utility".
  3. Click the "Info" tab.
  4. If using a wired network connection, select "Ethernet interface (en0)" from the pop-up menu.
  5. If using a wireless network connection, select "Etherent interface (en1)" from the pop-up menu.
  6. The IP address should listed shoudl be consistent in style with all other IP addresses on the school's computer network. For example, if all other IP addresses on the network start with "192.168.0.", this one shoudl as well. If the IP address starts with "169." that indicates that the machine was unable to locate the network's DHCP server.

With which other devices can the computer communicate? (Requires a valid IP address. Se above.)

  1. In the "Go" menu, select "Utilities".
  2. Launch "Network Utility".
  3. Click the "Ping" tab.
  4. Select to "Send only 3 pings".
  5. Enter the address of "206.11.94.220". (This is the diocese's web server.)
  6. Click "Ping."
  7. One of the last lines of the resulting report will read, "__% packet loss". If it is 0% packet loss, that means the computer can successfully communicate with the diocese's web server. If it is 100% packet loss, that means there is no communication to the diocese's web server. If the percentage is somewhere inbetween, that means there is a faulty connection somewhere along the journey.
  8. Repeat steps 5 to 7, but each time using a different IP address. A great source of IP addresses is the school's network documentation. The next good address to test is the internet provider's IP address. Then the school's firewall/router, the school's server, a network switch, a network printer, and other workstations. After a series of failures and then successes, you can identify approximately where the break in communication occurs.

Mac OS Issues

Dictionary panel dead

Mac OS 10.4 includes a pop-up dictionary, which can be activated from within most applications. To use it, simply place the mouse over any word. Then on the keyboard, press CONTROL-COMMAND-D. (It even works at FreeRice.com.)

However, if the network adminstrator is enforcing managed preferences that limit the launching of applications, the pop-up dictionary might not appear. See our tutorial on managed preferences for instructions on how to add PopupDictDaemon to the approved applications list.

Classic Mode erroneously used

Sample condition: A school technology leader saves time by copying installers to a server, especially installers downloaded from the web. The installer can then be run from the server's share point.

However, if the installer is launched on two computers at the same time, one computer may permanently think the installer is a Classic Mode application. In the case of a PowerPC computer, it will attempt to use Classic Mode. In the case of an Intel computer, a dialog will state that it is unsupported.

Classic support error message

This oddity may very well affect regular applications in addition to non-package installers. Most applications are not intended to run on two computers at the same time. Some applications known to be affected are Yahoo! Messenger 2.5.3 Installer, Graphical Analysis 3.4 updater, and AppleScript applications.

A workaround for installers affected is to place them in a disk image. This is done by placing the installer into a folder, launching Disk Utility, then using Disk Utility to create a new disk image from the folder. The newly created disk image (.dmg file) can successfully be used via the server.

Keychain repeatedly asks for password

The keychain, by default, is encrypted via the user's login password. However, the login password and the keychain password can be different. If a person changes the login password, but not the keychain password, a prompt to decrypt the keychain will appear when an application looks for saved password. This is explained further in Apple's article, " Keychain Access asks for keychain "login" after changing login password."


Keychain error message

If the procedure described on Apple's article fails to rectify the situation, it is possible to forcibly remove keychain files with this procedure. Be warned that this procedure deletes all saved passwords (eg: email password).

  1. Login as the affected user.
  2. In the "Go" menu, select "Home".
  3. Open the folder "Library".
  4. Open the folder "Keychains".
  5. Delete the contents of this folder.
  6. Logout.

Installing Mac OS on a computer without a DVD drive

All installation discs for Mac OS 10.5, and some for Mac OS 10.4 are DVD's. However, not all computers can read DVD's. There are four solutions for installing Mac OS on a computer without a DVD drive...

  • Use an external DVD drive.
  • Temporarily convert any DVD-equipped MacBook or other modern Macintosh computer into a DVD drive. To do this, simply restart the DVD-equipped computer into "FireWire Target Disk Mode" while holding down the letter "T". Then connect the DVD-equipped computer to the CD-only computer with a FireWire cable. Next, insert the Mac OS installation DVD into the DVD-equipped computer. Finally, restart the CD-only computer while holding down the "option" key to see the option of starting up from the Mac OS install DVD.
  • If there is a server on the network, "System Image Utility" can create a NetBoot version of the DVD.
  • Supposedly it is possible to clone the contents of the DVD onto an external FireWire hard drive.

Computer beeps at startup

If the computer beeps when powered on, this is a indication of hardware failre. Please read Apple's article titled, " Power On Self-Test Beep Definition."

Application Issues

AppleWorks 6

AppleWorks 6 maintains a list of recent items. However, a huge oddity in the program causes that list to become too large, causing it to become slower, and slower, and slower. The "recent items" list should occasionally be deleted with this procedure...

  1. Locate and open the user's "Documents" folder.
  2. Open the folder "AppleWorks User Data".
  3. Open the folder "Starting Points".
  4. Delete the folder "Recent Items".

iMovie

iMovie projects are so data-intense that they should not be stored on a network server. Network speeds are not adequate for video editing. The video would also consume a massive quantity of space on the server.

If using iMovie in a networked environment, save the iMovie project locally. Four options are:

  • Save the iMovie project to the "Shared" folder (inside the hard drive's "Users" folder). Alternatively, the administrator could create a new folder on the hard drive and use "Get Info" to assign everyone "read and write" permissions. Use caution with this option, as only the user who creates an iMovie project should edit that project.
  • Partition the computer's internal hard drive (requires erasing the computer). After partitioning, "Get Info" on the second partition and check the box to "ignore ownership". Use the second partition for iMovie projects.
  • Save the iMovie project to an external FireWire hard drive connected directly to the workstation.
  • Edit the movie using an account with a local home directory. This is Apple's only supported workaround for home directories, per Apple article 108094.

With the first three options listed above, be aware of iDVD's automated saving procedure. When creating a new project in iDVD, it may not prompt for a location, but instead save into the home directory (even a network home directory). If that is the case, quit iDVD, relocate the file out of the network home directory, then re-open the iDVD project. Even with this, the DVD might not burn unless done in an account with a local home directory.

On a related note, iMovie projects are too intense for FileVault encryption.

Kid Pix Deluxe

Kid Pix Deluxe ran into compatibility issues with versions of QuickTime newer than QuickTime 7.0. To elminate a Flash security vulnerability, QuickTime 7.1.x and later disabled and or entirely remove the ability to play Flash content via QuickTime Player. Unfortunately Kid Pix Deluxe used QuickTime Player to play Flash content, rather than Flash Player. The result was blank "stickers" in Kid Pix Deluxe.

Complicating matters, as of 2004, two different companies publish Kid Pix Deluxe.

For the current status of these issues, visit these pages...

Remote Desktop 2

Apple Remote Desktop (ARD) 2's administrative program does not work on Intel-based Macs unless a workaround is applied. Read the directions online in Apple Support document 303128.

Mac OS 10.5 comes with Remote Desktop client software version 3, which is newer than the administrative softare for Remote Desktop 2. However, the Remote Desktop 2 administrative can be installed on Mac OS 10.5 using the above directions and with the same consequences.

However, it does not appear to be possible to install Remote Desktop 2 client software in Mac OS 10.5.

 
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