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Troubleshooting
Something's going wrong: what to do?

First you'll need to determine whether your Mac has a software or a hardware problem.
- In case of a software problem, some bits and bytes are mixed up wrongly and you can solve the problem all by yourself.
- In case of a hardware problem, the machine itself does not function properly.
Do not worry: in 99 out of a 100 cases you can assume your Mac has a software problem.
Note: there are cases when the boundaries between soft- and hardware problems are difficult to determine. Bad RAM (Random Access Memory) can do this. But you'll probably find that out soon after adding new RAM.

Anyway: first the most important advice there is to give in computer-biz, whatever operating system you might use:

Apple manufactures reliable hardware, but there's always the possibility that something gets broken: Murphy's law.
For example: a hard disk. This the mechanical part of the computer that does the hardest job, spinning at several thousand rpm. This hard disk contains all your data. So buy some rewritable cd-roms or dvd's and make a copy of your work on a regular time schedule. This way, you always have a recent backup. Do not wait until you have a problem; it might be too late!

In this tutorial, the Backup Tips are located in the GREEN area's. In most cases they inform you of the location of files and folders to backup.

Keep your Mac up-to-date
It's important to run the Software-update program in System Preferences from time to time:

My hard drive is quite full, is this a problem?
Mac OS X will warn you when a disk is about to overflow. However: do not let it come to that; your mac will become slow with a filled up hard disk. Keep at least 15% free space.

How do I find out how much free space my hard disk has left?
Click once on the hard drive icon and choose 'Info' from the 'File' menu. You can also read this at the bottom of every Finder Window.

I want to keep my Mac powered on 24/7. Is that a problem?
No, that's not a problem at all. It even can be a good idea, because the Mac does some system maintenance at night. Mac OS X performs 'cron-scripts', a standard cleaning procedure in the Unix environment.
Go to System Preferences => Energy Saver to assure that your hard drive doesn't fall asleep if you want to have the Mac perform these scripts at night. You can let the screen sleep or disconnect it's power.

I forgot my log-on password.
This can be fixed. You''ll need the system install cd/dvd from Mac OS X.
Put the disc in the drive and restart while holding the C key. Choose 'Password....' from the 'Utilities' menu.
(remember to safely store your system discs for privacy):

What is my log-on name?
Your log-on name is the name of your home folder.

I cannot read a cd burned by Windows Vista
A cd or dvd burned by Windows Vista in standard-mode is only compatible with XP and Vista. This is because Microsoft choose to let the disc burn as UDF 2.50. This format isn't supported yet in Mac OS X or Linux.
Just select UDF 1.50. With this setting you'll be alright:


More information can be found here: http://www.groklaw.net/articlebasic.php?story=20070422083715451

My printer won't print (anymore)
Go to Utilities = > Printing... and check if the printing queue isn't on hold.
Isn't that the case, check the USB and power cables.
Then, go to the Apple Menu => 'About this Mac'. Click 'More info...'



Now you are in the Apple System-profiler program. This is the place to see what's in - and connected to - your Mac at 'Hardware':



Now you can check whether the Mac sees the printer yes or no. No printer? That must be a hardware problem with the printer itself.
In case the Mac sees the printer, download the latest software driver and install the printer (again). No drivers for the Mac? Try Guten-print (former Gimp-print), the open-source printer-driver program.
Note: some printers refuse to work with an empty ink cartridge.


My cd won't eject / I do not have a keyboard with an Eject key
Press the mouse button while restarting the Mac.
Or try this: Go to System/Library//CoreServices/Menu Extra's and look for Eject.menu. Double-click on Eject.menu.
You'll notice that an extra icon appears in the Menu Bar:


You can use the new icon to open and close your cd-drive.

Won't work? Use a straight paper-clip to push into the small hole next to the cd drive. Use this only if nothing else works!

Help: my Mac's ill!
System crashes are quite rare in Mac OS X. What can happen is a spinning pizza or beach ball in a program or the Finder. You can force quit the program by going to the Apple Menu and choosing 'Force Quit'. Shortcut for this is Command Option Escape:



Force Quit halts the program, but the System software itself won't be affected.

Restarting
A reboot might freshen up your Mac enough to get rid of some troubles. You'll find 'Restart' at the Apple Menu.

Deleting preference files.
A program might continue to perform badly. In that case, its a good idea to remove its Preference file.
Each time a program starts up it searches in the /User/Library/Preferences folder for its own preference file. Quitting a program makes it save the file again. In case of a bad preferences file, every time a program launches, it uses the same bad file and problems reoccur.
Throw away these files to let a program make a totally new one and make a fresh start.
Beware: throwing away your Dock preferences and you'll need to configure your Dock again, because only the standard Dock icons will be in it. There also are program's who keep their serial data in their preference file.
So it's best to drag and drop the Preferences file to the Desktop first and check the program's performance. In this way you can always copy them back.
Here's the location of the user-level Preferences folder:



The other user - test
You can test whether the problem is user-specific or on system-level by logging on as a different user. In case you are the only person using the Mac, you might need to create another user first.
Please visit the 'Users' chapter to learn more about logging on and creating new users.
Note: in case you are Administrator, please log on as another Administrator or create one first.

Re-installing a program
It might be necessary to re-install a program to end the problems. In case you decide to do that, check if there's a newer version on the market. It might be wise to upgrade or update the program.
Note: in case you use an older Mac OS X version and recent software, make sure they are compatible by checking the program's system requirements. There are programs that are particularly sensitive to system updates, for example Pro-Tools (professional recording software). In that case, keep a close eye on the manufacturer's website for information.

Re-installing a program that came with your Mac
In case you have problems with a program that does not belong to the Mac OS X system itself, but came with your Apple computer, you can re-install it from the cd's that came with your Mac.
Just check your cd's for the "Bundled Software Only" Installer:

Mind that this is NOT the "Install Mac OS X"!

Start the installer by double-clicking. At a certain moment you can choose "Customize":



You'll get a list like this one:



Now check all boxes off, except the program you want to install:



Kernel panic: the System itself hangs
Probably you'll never see this picture:



After crashes like this, it's a good idea to perform a so-called Safe Boot:

Safe boot: first choice at system troubles.
Boot the Mac with the Shift key. The automatic login procedure will be disabled, so keep your password at hand.
A 'Safe Boot' forces your Mac to check the file system on your hard drive (to the Unix-geeks: Safe Boot performs the 'fsck' command). Booting will take longer than normal. Mac OS X boots with only the Apple Kernel Extensions.
Note that the Mac won't work like you're used to in Safe Mode, so reboot normally afterwards.

Repair permissions
The engine under Mac OS X' hood is UNIX. Unix is a multiple user system, but the majority of users will never appear in the Users folder, doing their work at system level. Each user has its own privileges: what they are or aren't allowed to do on the Mac. These privileges are called permissions. Every file and every folder has it's own description. It looks like this:
drwxw-r--
The first character describes the kind of file, in this case the 'd' for 'directory' or 'folder'. The following nine characters are 3 x 3 characters: the first three represent the owner of the file, the second three the permissions of users in the same group as the owner and the last three characters represent the permissions of users that do not belong to the group of the owner of the file.
It's possible that these system level permissions can get confused sometimes.

A standard system repair on a Unix system can be 'Repair Permissions'.
What to do:

Go to /Programs/Utilities and start the Disk Utility program. Click on 'Verify Permissions' and after checking on 'Repair Permissions':



Note: to repair permissions you can also use System Utility software like Onyx, Macaroni, Yasu or Cocktail.

Hard Disk problems.
Hard Disk can have faults on them. This is also a reason to use Disk Utility. This program checks some things like:
- the directory system on a hard disc
- the so-called 'S.M.A.R.T.-status*'



If that status is 'about to fail': backup immediately and replace the disc!
(*Self-Monitoring Analysis and Reporting Technology*).
You'll need to boot from cd/dvd. You'll need the Mac OS X install discs. Put the disc in the drive and restart while holding the C key. Do not enter the install-procedure but choose 'Disc Utility' from the Utilities menu.
Take the Disc First Aid and choose 'Check volume' and ten 'Repair Volume':



Note that it is also possible to repair permissions when booted up from cd.

Safe boot and Repair Permissions won't work
When Disk Utility can't do the job, you can do two things:
1. Try to repair the disc with third party software like Disk Warrior, Tech Tool Pro
2. Erase the disc - I'll explain later
The latter can be done with Disc Utility too. Don't forget to make a backup first!

Re-installation of the Mac OS X system with the data intact: Archive and install
To re-install Mac OS X, you'll need to boot up from the Mac OS X install disc. Just put the cd in the drive and restart. While restarting, press the C key on your keyboard (yes, the ordinary character 'C', nothing fancy here).

After a short while, the install-window will appear. Choose your language and follow the directions on your screen.
Then select the hard drive you want to install Mac OS X on.

Note: in case you have a wireless keyboard.
In case of a Bluetooth keyboard, you cannot use the 'C' key to order your Mac to boot from cd. You'll need to do this:
1. put the install-cd into your Mac
2. double-click the Mac OS X installer icon.
The Mac will restart now and start the install-procedure.
In case your system is a serious mess and this won't work, you'll need to lend a wired keyboard or visit your local Apple dealer.

Archive and Install
At a certain moment, the Installer will inform you that there already is an operating system present on the disc. It will ask you if you want to install a clean system ('Wipe and install'), or 'Archive and install'.
Select 'Archive and install' if you only want to replace the Operating System and leave your data untouched:

After performing this, you'll have a totally new operation system, but with al your user data intact.
A folder with 'former systems' will be on the first level of the hard drive. Remove asap it to get rid of the old system definitively.

Total system clean up: WITH ALL DATA LOST
This won' t be necessary often, but it's important to know how it's done. I myself like to do it once a year like a kind of 'spring cleaning' (or creating screenshots for this Tutorial) , but it's more my own fun and feeling than a need to.

First, I will wipe the whole hard disc clean. We call it 'initialize'. I need to start up from cd to do this. (C key).

Boot from the Mac OS X install disc.
Follow the instructions on the screen, and choose 'Erase and Install':



Remember: all your data will be lost!

Configure the install procedure
During installation, a lot of stuff will be put on the drive that you probably won't need at all. For example system languages or certain printer drivers. You can choose to exclude them in the install-procedure by clicking on the 'Customize' button:



Note that your Mac can perform in all the languages you see here. In case you might have a lover in Spain that might visit you, keep the Spanish language, so he or she can use your Mac in native language. ;-)

Always keep 'BSD sub-system' on, and in case you have no idea what 'X11' is, don't select it.

Installing a new Mac OS X operating system will take a while. DO NOT INTERRUPT and put in the second cd when asked for (in case of a second cd).

After installing, the Mac reboots automatically.
Once installed, Unix systems can perform for years without a re-install, even without rebooting.

Choose your user name
After installing you will be asked to fill in your personal data and choose a user name and password. Choose it well, you can't change it afterwards and it will be the name of your home folder.
Write your password down!

My Mac won't boot at all
In the severe case you're Mac won't boot from hard drive, cd or network, there's a trick to access your hard drive and backup your files. (Note: in case of a broken hard disc this won't work off course)
You can boot the Mac in so-called "Target-mode".
You'll need a second Mac with Mac OS X, and a fire wire port and cable (IEEE 1394, present on every Mac since 1998).
Both Macs must be turned off. Connect them with the FireWire cable.
First boot the working Mac. Wait until the startup and logon process has finished. Now boot the other (troubled) Mac with the 'T' key pressed on its keyboard (wired!).
Like this, the Mac will boot in 'Target-mode'. It will act like an external hard disc. This external disc appears on the Desktop of the other Mac. Now you can access your data from the other Mac and backup it.

Are you finished with Target mode, be sure you throw the FireWire disc into the Trash before disconnecting both Macs!

No second Mac available and no friendly neighbor? Visit your local Apple dealer or Apple Authorized Service Provider.

Visit Mac Forums
Your problem might be known on the many Mac-user forums. Visit them and use the search options you'll find there.
In case you post a question, be sure to add information about your Mac: what kind of system, updates, software, RAM, et-cetera

The last, at least the Help section in Mac OS X itself.
Or: RTFM.

-

Mac OS X and most applications have an excellent help-section:




Hardware problems
Other than installation software, your Mac's install cd contains the Apple Hardware Test. To boot the Mac in Hardware test mode, press the 'd' key while restarting:


Note: some Macs might have a separate cd with AHT on it, in that case use the 'C key'

Note: I apologize for the quality of certain images. However, during the installation procedure it's not possible to make screenshots.


Disclaimer: Use of the information and data contained within this site is at your sole risk. If you rely on the information on this Site you are responsible for ensuring by independent verification its accuracy, currency or completeness. Copyright of all screenshots: Apple Computer Inc.

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