…or mindless wand waving.
Useful concepts – Apps on the Mac
Applications are (mainly) self-contained.
 Uninstall: Drag to trash.
 Install: Drag to “Apps” folder (or anywhere)
Useful concepts – Prefs are discrete

Each app stores prefs in a separate file.

System settings exist separate from
user settings.
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”)
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.
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
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.
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.
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.
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
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!)
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.
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?)
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.
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…)
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.
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…
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.
Blinking question mark

Hard disk / mobo issue.
 Run diags.
 Archive and Install.
 Call Apple, visit Small Dog.
Stuck at spinning pin wheel

Could be anything… all of the above,
bad airport card, corrupt OS…
 Run diags.
 Try “Generic Approaches”.
Stuck at (blue) screen before
login

Most likely hard disk. But could be any
failing hardware part… corrupt OS…
 Run diags.
 Try “Generic Approaches”.
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”.
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.
Special Case – Beeping sounds
at startup
Most likely RAM (or CPU).
 See wiki => LIS => Diagnostics =>
Diagnostic_Beep_and_Error_Codes

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.
Special Case – Troubleshooting
Printers

“Reset Printing System” (google it)
Special Case – Troubleshooting
Network Issues

Create a new network location (System
Preferences => Network)
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
