Lesson 2. Software Tools

Reference Files

Isolating Startup Items.pdf

Isolating Kernel Extensions.pdf

Mac OS X Logs.pdf

From Hardware to Software: The Evolution of Features (Distinguishing_Hardware_from_Software_Issues.pdf)

Apple Hardware Test

Service Diagnostics Matrix

Apple LCD Tester

Time

This lesson takes approximately 2 1/2 hours to complete.

Goals

Describe how and when to use Apple troubleshooting tools and techniques

Use the Service Diagnostics Matrix to determine the appropriate diagnostic software to use for a specific system

Interpret trouble reports

No single diagnostic tool is the best solution for every troubleshooting situation. The successful troubleshooter is proficient with multiple tools to address the widest range of issues. This lesson concentrates on software tools (some supplied by Apple, some by third-party developers) that are readily available and often used by technicians restoring Macintosh computers to normal operation.

Software Tools

System Profiler

As you will learn in Lesson 3, “General Troubleshooting Theory,” the first step in the troubleshooting flowchart is to gather information. One of the best tools to use for this is System Profiler.

System Profiler gathers detailed information about system software versions; types and number of hard drives and other peripherals; internal hardware components; and installed memory, extensions, and applications. These details are very useful when you try to track down the source of a particular issue, and it’s usually a good idea to save this information for later reference (to do so, choose File > Save As).

The View menu has a Refresh option. When you select Refresh, System Profiler gathers information again, so you don’t have to quit and reopen System Profiler if you connect or disconnect a device, or add or remove software.

There are four ways to access System Profiler:

• From the Apple menu, choose About This Mac and then click More Info.

• Launch System Profiler from Applications/Utilities.

• Use the command line (enter /usr/sbin/system_profiler). This is helpful for remote computer administration.

• While started from the Install disc, choose System Profiler from the Utilities menu.

Practice using System Profiler and interpreting the Profiler reports.

1. Open System Profiler on a test computer with no peripherals attached.
2. Review the Hardware section, which for FireWire will resemble the following screen:

   

3. Attach a USB or FireWire peripheral, such as an iSight camera, a USB printer, or a USB or FireWire storage device.
4. Review the Hardware section again to see the changes.

System Profiler Quiz

1. If you attach a device to the computer after you’ve opened System Profiler, does the newly attached device appear? If not, what must you do to have it appear?

2. The computer described in the following screen shot has two built-in USB ports. Identify which devices are connected to each.

Write your answers to the System Profiler Quiz in the space provided below.

Answer Key

1. No, you must choose View > Refresh

2. One built-in port is used by a hub, which in turn is connected to a display and a keyboard, and the keyboard is connected to a mouse. The other built-in port is used by a hub, which is used by a printer and perhaps additional devices.

Quick Fix Tools

In Lesson 3, you’ll learn what makes something a quick fix. In the meantime, here’s a list of the common quick fixes we’ll cover:

• Safe Relaunch

• Safe Mode

• Startup Manager

• Target disk mode

• Repair disk permissions

• Software Update

• Force quit

• Single-user mode

• Verbose mode

Safe Relaunch

When an application unexpectedly quits, the Safe Relaunch feature is a way of restarting with a fresh, default preferences file. This should help resolve situations in which a corrupt preferences file caused an application to quit unexpectedly. However, not every issue can be traced to a bad preferences file, so you should use probing questions to isolate the issue. For example, does the application quit only when working with a particular file? If so, the file itself may be corrupted instead of the application’s preferences file.

1. If your application unexpectedly quits, a dialog will appear allowing you to relaunch it. Click Reopen.

   

2. If the application quits unexpectedly the next time you open it, another dialog appears. Click Try Again to “Safe Relaunch” the application with default preferences.

   The Safe Relaunch dialog appears only when an application quits unexpectedly a second time. If you force-quit an application, this dialog does not appear.

   

   The Safe Relaunch option sets aside the application’s preferences and creates a new preferences file.

   If the new preference allows the application to work, when you quit the application you’ll be asked whether you want to keep the new preferences file.

   

3. If you click Yes to keep the new preferences file, the old file is renamed, with .saved added to the filename.

   For example, in the application shown in the preceding screens, the old preferences file would be renamed com.apple.crashtestdummy.plist.saved. If you need to restore the old preferences file, rename it by removing .saved from the end of the filename.

Safe Mode

A Safe Boot is a good way to start troubleshooting when you suspect that software or a damaged directory on the startup volume is causing an issue. Safe Boot works in Mac OS X 10.2 or later. Safe Mode is the state Mac OS X is in after a Safe Boot.

Starting up into Safe Mode in Mac OS X 10.4, Tiger does several things to simplify the computer’s startup and operation:

• Forces a directory check of the startup volume

• Loads only required kernel extensions (some of the items in System/Library/Extensions)

• Disables all fonts other than those in System/Library/Fonts

• Moves to the Trash all font caches normally stored in Library/Caches/com.apple.ATS/(uid), where uid is a user ID number such as 501

• Temporarily turns off automatic login (if turned on)

• Disables all startup items and any login items

To start up in Safe Mode:

1. Ensure that the computer is completely shut down.
2. Press the power button.
3. Immediately after you hear the startup chime, press and hold the Shift key until you see the spinning gear progress indicator.

   The login window indicates when you have started up in Safe Mode; “Safe Boot” will appear in red. Since starting up in Safe Mode also disables automatic login, you should always see the login window.

Many features of Mac OS X still work while in Safe Mode. For example, you can still connect to a TCP/IP network using the computer’s built-in Ethernet connection.

However, some features of Mac OS X do not work while in Safe Mode, including:

• AirPort

• DVD Player

• Video capture

• Internal and external modems

• Audio input and output

• Video card acceleration (including Quartz Extreme)

• IP over FireWire

If an issue isn’t reproducible in Safe Mode, there are four possible reasons:

• Directory corruption on the startup volume

• Unusable font cache

• A startup item issue

• A kernel extension issue

If you restart after a Safe Boot and the issue is no longer reproducible, then there was a problem with the volume’s directory or there was an unusable font cache. If the issue persists, startup items or kernel extensions are the most probable causes.

Startup Manager

Startup Manager enables you to choose the startup volume on the fly. (A startup volume is a disk or partition of a disk that contains a usable copy of the Mac OS.) You may want to use Startup Manager when you’re troubleshooting a startup issue or an issue with the normal boot drive.

To launch Startup Manager:

1. Turn on or restart the computer, and immediately press and hold the Option key.

   After a few seconds, the Startup Manager screen appears (similar to the one below), and the Startup Manager scans for available volumes.

   

2. Do either of the following:

   • Click the circular arrow to rescan for other volumes, including NetBoot Server volumes.

   • To eject any disc in the drive or open an empty tray-loading drive, hold down the Eject key (F12 or key with eject symbol). On models that do not have an Eject key, hold down the Command (Apple) and period (.) keys. Ejecting the disc will also close the tray. After inserting a disc that is capable of starting up the computer, you can rescan for volumes.

3. Click the startup volume you want to use.

   In the previous example, three startup volumes are available: a hard disk, a USB disk, and a DVD-ROM disc.

4. Click the right-arrow button to start up the computer from the volume you selected.

Target Disk Mode

Target disk mode allows the internal disk of a Macintosh computer with a FireWire port (the target computer) to be used as an external hard disk connected to another computer (the host). The computer will not go into target disk mode if Open Firmware Password has been enabled.

Target disk mode has these primary uses:

• High-speed data transfer between computers

• Diagnosis and repair of a corrupted internal hard drive

• Access to optical drive–based diagnostics for systems that do not have a functioning optical drive

To use target disk mode:

1. Unplug all other FireWire devices from both computers.
2. Make sure that the target computer is turned off.

   If you are using a PowerBook or iBook as the target computer, plug in its AC power adapter.

3. Use a FireWire cable to connect the target computer to a host computer.

   The host computer does not need to be turned off.

4. Turn on the target computer, and immediately press and hold the T key until the FireWire icon appears.

   The target computer’s internal hard disk should become available to the host computer and will likely appear on the desktop.

   ---

   Tip

   If the target computer is running Mac OS X 10.4 Tiger, you can also open System Preferences, choose Startup Disk, and click Target Disk Mode. Then restart the computer and it will start up in target disk mode.

   ---

5. When you are finished copying files or otherwise troubleshooting, drag the target computer’s hard disk icon to the Trash, or choose File > Eject.
6. Press the target computer’s power button to turn it off.
7. Unplug the FireWire cable.

   Do not plug in any FireWire devices until after you have disconnected the two computers from each other, or have stopped using target disk mode.

Repair Disk Permissions

When you install software using Apple’s Installer application, the Installer places a receipt on the hard disk in Library/Receipts. This receipt contains a bill of materials, which lists all the files the Installer put on the hard disk, where it put them, and their original permissions. If these permissions are ever changed (perhaps due to software malfunction, user modification, and so on), the application that was installed may operate slowly, malfunction, or quit unexpectedly.

Applications sometimes install many files, so it would be inefficient and time consuming to check and reset permissions on each of these files manually. The easiest and most effective way to do this is to use the Repair Disk Permissions function, which is part of Disk Utility.

When you use Verify or Repair Disk Permissions, Disk Utility looks at certain receipts in Library/Receipts on the drive from which the computer started and compares the permissions to what is located on the drive. Disk Utility uses only an internal list of relevant receipts, not all of the receipts in that folder.

Here are some things to keep in mind:

• If a file isn’t created or modified by the Installer application, Repair Disk Permissions does nothing to it. Repair Disk Permissions will not change the contents of the Home folder, so it is unlikely to resolve any issue isolated to a particular user.

• If you remove some or all of the files in Library/Receipts, Repair Disk Permissions may not function.

In general, you should not use Repair Disk Permissions unless you are troubleshooting a known permissions-related issue documented in the Knowledge Base or you see an error in the console.log related to permissions.

To run Repair Disk Permissions:

1. Open Disk Utility.
2. Select a disk or volume.
3. Click Repair Disk Permissions.

   

Software Update

Software Update checks Apple’s software download site for the latest software updates for Mac OS X. It also looks for any installed Apple applications, such as those in iLife or iWork, and lists all of the available updates.

Whenever you’re troubleshooting a software or operating system (OS) issue, run Software Update to verify that the computer has the latest software installed.

Software Update is configured by default to automatically check for updates periodically. The user can control when these checks occur. So if you’re working on a Macintosh that other people use, you cannot assume that all software updates have been installed on it. You may need to run Software Update multiple times to be sure that all updates have been installed, because some updates are required to be installed and operational before other updates can be detected.

Software Update provides some options for handling an update. If you don’t want to install a particular update, select it and choose Update > Make Inactive; Software Update will ignore that application when it checks for available updates.

To verify whether a software update was installed successfully, look for its receipt in the folder Library/Receipts. The Installed Updates pane of Software Update also lists the updates that have been installed. Click Open as a Log File to see installed updates and any errors encountered.

Force Quit

If an application isn’t responding, you can force it to quit, but you will lose any unsaved changes to documents that are open in the application.

There are several ways to force an application to quit:

1. From the Apple menu, choose Force Quit, select the application in the list, and click Force Quit.
2. Hold down the Command and Option keys and press Esc, select the application in the list, and click Force Quit.
3. Hold down the Option key and click the application icon in the Dock, then choose Force Quit from the menu that appears.

After you force-quit an application, try using it again. If the application still doesn’t work, try restarting the computer. If you continue to have problems, you may need to install the application again or contact the application’s maker for more help.

Single-User Mode

Single-user mode is a way to start the computer so that you can troubleshoot the startup sequence of the computer using UNIX commands.

To troubleshoot in single-user mode:

1. Turn on the computer, and immediately press and hold Command-S.

   You have successfully entered single-user mode when you see white text appear on the screen.

2. Examine the system log by typing the following:

   more /var/log/system.log

   The system log shows where the startup sequence is failing.

Verbose Mode

Verbose mode enables you to see all the internal computer messages that get created during startup—if you can read really quickly. Unlike single-user mode, verbose mode continues to a normal login window without stopping to accept UNIX commands.

Verbose mode is mainly useful when you are troubleshooting a Macintosh that consistently does not respond (hangs) and does not finish starting up. If there is an issue with one or more of the many software processes that start during Mac OS X startup, you may see these internal computer messages stop, leaving the last of these messages on the screen. This may provide a clue for the cause of the unresponsiveness.

To start up the computer in verbose mode, press and hold Command-V during startup.

Diagnostic Software

Diagnostic software is another term for applications that help you test the computer’s hardware components. You use these tools after you’ve exhausted the appropriate quick fixes, assuming the issue you’re investigating involves a computer that at least turns on.

You should also use diagnostic software to verify complete hardware functionality after completing a repair. Run a complete set of diagnostic tests instead of just those tests that pertain to the components that were replaced.

Apple offers a few diagnostic applications. We’ve arranged the utilities in this section in rough order of least to most invasive and most commonly to least commonly used.

Disk Utility

Using Disk Utility, you can:

• Obtain information about a hard disk, including its format, capacity, and number of files

• Verify and repair any Mac OS Standard (HFS), Mac OS Extended (HFS Plus), or UFS formatted disk

• Erase the contents of a hard disk, CD-RW disc, or DVD-RW disc

• Partition a hard disk

• Set up a Redundant Array of Independent Disks (RAID)

• Create disc image files, such as from hard disks or optical discs

• Burn (write) disc image files to optical discs

Disk Utility is installed with Mac OS X in the Applications/Utilities folder. To launch Disk Utility, double-click its icon. By default, Disk Utility displays the startup disk at the top of the list on the left, with additional mounted hard disks, optical discs, and disk images below.

You will probably use Disk Utility’s First Aid tab more than any other tab in troubleshooting. The First Aid tab has two main functions: hard disk and disk permissions inspection and repair. When you click Repair, Disk Utility verifies the disk and repairs any damage it finds.

Try these troubleshooting techniques:

• Start up from the Install disc to verify or repair the disk.

• Use Safe Boot. Safe Boot checks the startup disk, repairing any errors it finds. If you have a startup issue but are able to start up after using Safe Boot, the issue was likely resolved when the disk was repaired.

Self-Monitoring Analysis and Reporting Technology (SMART) status reporting provides feedback when a drive is failing. If a volume’s name is displayed in red in Disk Utility’s main window, the drive is reporting a hardware error. When SMART detects that a drive is failing, it will not let you erase, repair, or perform any other functions on that disk. Immediately back up all important data from that drive to another, because drive failure is usually imminent.

Here’s a technique that combines using Startup Manager and Disk Utility:

1. Insert the Mac OS X Install disc into a sample Macintosh.
2. Turn on the computer while holding down the Option key.

   Startup Manager appears.

3. Select the Install disc and click the right-arrow button to open the Installer.
4. In the window that appears, choose a language.
5. Choose Utilities > Disk Utility.
6. In the Disk Utility window that appears, select the internal hard disk and click Repair Disk.
7. When the repair is complete, quit Disk Utility.
8. Quit Installer.
9. Click Startup Disk.
10. Select the internal hard disk and click Restart twice.

Network Diagnostics

In Mac OS X 10.4 Tiger, when an application has trouble accessing your network or the Internet, it may display an alert message and offer to diagnose the issue using Network Diagnostics. Although the exact alert message may vary, take a look at this iChat example of a network error alert. It provides you with the option to diagnose the issue:

To open Network Diagnostics, click the Diagnose button in the alert message.

Network Diagnostics is a powerful tool for diagnosing network connection issues. It should be your first tool of choice, although it does not diagnose all connectivity issues; it troubleshoots only Ethernet, internal modem, and AirPort connections. If your network connection uses a Bluetooth modem, IrDA (Infrared Data Association), or built-in FireWire, you can’t diagnose that connection with Network Diagnostics.

Network Diagnostics can troubleshoot a connection to your AirPort Base Station or other router. However, this tool cannot diagnose the router or base station. If possible, isolate the network by removing other devices.

Apple Service Diagnostic

One of the major issues you’ll face when troubleshooting is determining whether the symptom is due to software or hardware. The evolution of modern processors has made this determination increasingly difficult. As computer processors and memory become more powerful they can accommodate software that can perform more hardware-like functions. Misdiagnosing an issue wastes time and may lead to unnecessary replacement of service parts. Worst of all, it may not resolve the root cause of the problem.

Apple Service Diagnostic (ASD) detects hardware problems with all newer Macintosh models, including Xserve. Like Apple Hardware Test (discussed in the following section), ASD works within Open Firmware (PowerPC) or EFI (Intel) to perform low-level hardware tests. It was first introduced in June 2002 for use with Xserve systems and is not available to the general public.

If you suspect the computer has a hardware issue, ASD provides information that can help identify the problem. If ASD detects an issue, an error is displayed. Make a note of the error before proceeding. If ASD does not detect a hardware failure, the issue may be software related.

ASD discs are typically configured as dual-boot discs, with one partition set up to execute Open Firmware or EFI diagnostic tests and the other partition set up to execute additional diagnostic tests that require a minimal Mac OS X system. Therefore, to run a full set of tests in ASD, you must use Startup Manager with ASD discs to access and start up from both partitions and execute all diagnostic tests in each.

Apple Authorized Service Providers (AASPs) can download the appropriate version of ASD, along with a Read Me file and either a test results guide or a user’s guide.

Apple Hardware Test

Apple Hardware Test (AHT) works with code in Open Firmware (PowerPC) or EFI (Intel). AHT enables you to identify hardware issues and to test only the hardware. It is useful in any situation in which you need to confirm that compatible Macintosh computer hardware is operable—particularly when a system turns on but does not boot to the Finder. It’s also extremely helpful to confirm that you’ve properly performed a hardware upgrade or repair.

As of early 2000, Apple includes an AHT disc with the software supplied to consumers with each new Macintosh. Recently AHT has been included as a separate partition on the Mac OS X Install disc rather than as a separate disc.

AHT is model-specific, so be sure you are using the version designed for the particular Macintosh being tested. For a list of the available versions, if you are a service provider or user of AppleCare Technician Training, check Knowledge Base document 112125, “Service Diagnostics Matrix.” If your customers can’t locate the copy of the AHT CD that corresponds to their computer, keep in mind that AASPs can download all versions from the CD images section of Service Source.

To use AHT on a PowerPC-based Mac, you must boot from the AHT CD using the same procedure used for starting up from any CD:

1. Insert the AHT CD into the optical drive on the system that you need to check.
2. From the Apple menu, choose Restart.
3. Press the C key until the Mac displays a small “loading” icon.

To use AHT on an Intel-based Macintosh:

1. Insert the AHT CD into the optical drive on the system that you need to check.
2. From the Apple menu, choose Restart.
3. Press the D key until the Mac displays a small “loading” icon.

If you have the AHT CD and a supported computer system:

1. Read Apple Hardware Test: Technical FAQ (Knowledge Base document 58624; you will be able to access this document if you’re affiliated with an AASP or have ATT).
2. Start up the computer from the Apple Hardware Test CD.
3. Run a Quick Test on the computer.
4. Run an Extended Test on the computer.
5. Enable test looping and run at least three loops of a Quick Test.
6. Access the Hardware Profile tab and read the information.

The tests that AHT performs are all pass/fail. If a component checks out fine, it passes, and AHT moves on to the next component. If it fails, further tests are halted, and AHT produces an error code to let you know what has failed and the appropriate action to take. The error code appears in the Test Results portion of the AHT window.

The error code consists of three parts:

• The abbreviated name of the hardware test (for example, “cpu_”)

• The function ID (for example, “26”)

• The error number (for example, “12345”)

Apple LCD Tester

Apple LCD Tester displays black, white, red, green, and blue screens to facilitate viewing and locating screen pixel anomalies. You can download Apple LCD Tester from the Service Diagnostics Matrix.

Server Monitor

Server repairs present challenges that most other repairs do not. Servers are normally used for mission-critical functions, and they handle data that is expensive and sensitive. When a hardware repair is completed, the owner or administrator of a server may demand confirmation that the system hardware is completely functional, so you need a method of quickly addressing the customer’s concerns. That’s where Server Monitor comes in.

Server Monitor provides detailed status of Xserve hardware functionality and can generate reports for the customer’s records. Although Server Monitor will run on most Macintosh models, it can monitor only Xserves. Server Monitor can be run either directly on the Xserve being monitored or, more typically, through a local network from another Macintosh. Server Monitor reads the status of power supply voltages, temperatures, fan speeds, and many other hardware and software components on an Xserve.

Apple supplies Server Monitor via Internet download. It is part of the Mac OS X Server Admin Tools available at www.apple.com/support/downloads/serveradmintools1047.html.

If you have access to an Xserve:

1. Install the Server Admin Tools, if you haven’t already.
2. Open Server Monitor.

   

3. Gather the following information:

   • Server name or IP address

   • Name of an authorized user

   • Password for that user

4. On the upper-left side of the Server Monitor window, click Add Server.
5. Select the server to see its status.

   

   This screen is a starting point for detailed information on the hardware status of the Xserve.

6. In the Server Monitor window, click Show Log.
7. In the Log window, click Save.

   This will create an RTF file that you can email or transfer to the customer.

Diagnostic Tools Quiz

1. Can ASD check an external FireWire drive?

2. What two looping options does ASD offer?

3. What two steps does Apple recommend you take before starting up from the ASD disc?

4. Read ASD (Dual Boot) v3S109 Read Me, if you haven’t already. What key command do you use to start testing using ASD (Dual Boot) v3S109?

5. What families of products are compatible with Apple Hardware Test?

6. Which of the following items should not be connected to a system while using AHT? (Choose all that apply.)

a. SmartMedia reader

b. USB floppy disk drive

c. Apple keyboard

d. External FireWire drive

7. How do you open Apple Hardware Test on a MacBook?

8. What is the difference between the Quick Test and the Extended Test?

9. Which of the following hardware components does AHT check? (Choose all that apply.)

a. AirPort Card

b. Keyboard

c. Inverter board

d. Display module

e. Memory

f. Video

10. If you haven’t already, read Apple Hardware Test: Tests and Error Codes (Knowledge Base document 31195). What does an error code of “mem_/X/X” signify?

11. What keyboard command toggles looping mode on and off?

12. You are using AHT to check an iMac (17-inch 1GHz) and get a test error code of “2GMC/a/b/xxxx.” What is the first step Apple recommends you take?

13. You are helping a customer troubleshoot her computer over the phone. You’ve followed all the troubleshooting flowchart steps up to Run Diagnostics without resolving the issue. The issue does appear to be hardware-related. Do you run ASD or AHT? Why?

Answer Key

1. No

2. Number of looping tests and elapsed time of looping tests

3. Turn the computer off and on, and check cables, peripherals, and user controls

4. d

5. iBook, iMac/eMac, PowerBook, MacBook, MacBook Pro, Power Mac G4/G5, Mac Pro, Xserve, and Mac mini. Refer to Knowledge Base documents 25165, “Apple Hardware Test: Support FAQ,” 58624, “Apple Hardware Test: Technical FAQ,” and 31195, “Apple Hardware Test: Tests and Error Codes,” as well as the Service Diagnostics Matrix and accompanying Read Me files on the companion website

6. a, b, d

7. Restart the computer with the AHT disc in the drive and hold down the D key until the “loading” icon appears. When the AHT main screen appears, follow the onscreen instructions and recommendations

8. Quick Test is an abbreviated test of the computer’s major components and takes only a few minutes to complete. You should use it when you don’t have time to run the Extended Test, which is more thorough and is recommended for obtaining a complete evaluation of the computer’s hardware. The test usually takes about four to eight minutes to complete, but could be longer. The length of the test mainly depends on the amount of RAM installed in the computer

9. a, e, f

10. It signifies that memory should be replaced

11. Control-L

12. Make sure that there is no Ethernet cable connected

13. You should have the customer run AHT. Unless she happens to have ATT or is a service technician affiliated with an AASP, she won’t have access to ASD.

Other Apple Troubleshooting Tools

After you try the appropriate quick fixes and run the appropriate diagnostics, you may need to use the following tools to research and/or repair the issue.

Console

Console, an application for viewing log files, is installed with Mac OS X in the Application/Utilities folder. Double-click its icon to launch Console, which immediately opens a window displaying the Macintosh computer’s log files.

These log files record error messages from applications and background processes. These files can help you troubleshoot problems because they might contain:

• More detailed information than what you see in error messages

• Informative messages that are not displayed anywhere else

• Progress messages

• Messages that might be useful to a developer or technician assisting you with an issue

Log files and their contents sometimes appear a bit mysterious. Here is an example error message that the graphical user interface (GUI) would provide:

Here is what that error message looks like in the system.log file of the Console:

The Console system.log provides a lot more information than a two-sentence error message. But you have to understand how a log file message is structured before you can get meaning out of it. Generally speaking, you will get the most important information from checking which process provides what message, and in what order.

Let’s look at the next to last line in the preceding example:

Nov 8 15:25:29 | localhost | pppd[980]: | Connect script failed

• The log entry starts out with the date and time of the log message: Nov 8 15:25:29.

• The next section is the hostname where the error occurred: localhost (local means “this” and “host” means “computer”).

• The next part is the name of the process and the process ID number in brackets: pppd[980].

• After the process ID number is a colon and the message reported by the process: Connect script failed.

Looking at the messages reported from the processes listed in the system.log file, here is some of the information we can reasonably gather:

• acquirePort — SUCCESS — InternalUSBModem.kext loaded: The kernel extension that drives the modem loaded successfully.

• Dialing 18006242812: The modem has attempted to dial.

• Connect script failed: The connection script, which includes the information from the PPP and TCP/IP tabs in Network, didn’t get the modem connected.

Since the modem actually attempted to dial, you can eliminate a hardware issue with the modem itself, and the system software that makes the modem work properly. You can take further isolation steps to ensure that your customers have the proper connection information to connect to their Internet service providers (ISPs). Perhaps they have to dial 9 to get an external line, or they have the wrong phone number to dial into their ISP’s modem bank.

To experiment with Console:

1. Launch Console.
2. Click Logs in the upper-left corner, then double-click system.log. Note the date and time of the last entry (if one exists).
3. From the Apple menu, choose System Preferences.
4. If necessary, move the System Preferences window so that you can see the Console window.
5. In the System Preferences window, click Network.
6. From the Show pop-up menu, choose Built-in Ethernet, and from the Configure IPv4 pop-up menu, choose Using BootP.
7. Click Apply Now.

   You should see some new messages in the Console window.

Install and Restore Discs

Currently Apple supplies Software Restore and Software Install CDs and DVDs with many of its computers. These discs are important troubleshooting and service resources. They are bootable, which enables you to start up a Macintosh that has a damaged OS on its drive. The discs that come with a system are normally the best known-good startup source, since they were designed specifically to work with that system.

When using Software Install or Software Restore CDs, back up any customer data before proceeding. Do not take the risk of losing customer information.

Software Restore procedures erase all the information on a drive and replace it with the factory default software. This means that any data or customer-installed software will be lost.

Software Install procedures are designed to allow discrete installation of specific software. While they do not totally erase a drive, it is still a good idea to back up any important customer data before doing the installation. If you are not sure of the importance of customer data on a system, check with the customer before proceeding.

To practice conducting Software Install and Software Restore procedures:

1. Boot the system from the Software Install disc.
2. Reinstall the default OS.
3. Restart the system and verify that the installation was successful.
4. Boot the system from the Software Restore disc.
5. Following the directions, restore the system to its factory default configuration.
6. Restart the system and confirm that the restoration was successful.

Lesson Review

1. You need to restore the Mac OS X system on a Power Mac G5 (June 2004). The customer has very important files on the system. Can you use the Software Restore disc that came with the system?

a. No, if you restore you will erase the drive.

b. No, the restore disc doesn’t have an OS on it.

c. Yes, this will fully restore the OS on the system.

d. Yes, but make sure you use only disc 1.

2. To boot into Safe Mode, when should you hold down the Shift key on boot?

a. While logging in

b. Right after the startup chime

c. When you see the Mac OS X startup screen

d. When you see the gray apple and progress indicator

3. Apple Hardware Test (AHT) does not need the Mac OS because:

a. The Mac OS is included on the AHT CD.

b. AHT relies on code that resides in Open Firmware (PowerPC) or EFI (Intel).

c. The Mac OS ROM file is on the AHT CD.

4. A customer calls you and states that he has run AHT on his Power Mac G4 (FW 800). He asks what error code “cpu_/26/-49909” means and how he can fix the system himself. What should you tell him?

a. The system needs its PRAM reset.

b. He needs to bring in the computer for a possible power supply replacement.

c. He needs to bring in the computer for a possible processor module replacement.

5. You are attempting to determine if a PowerBook G4 (Double-Layer SD) is working correctly after performing a logic board replacement. Which of the following diagnostics is the best one to use for looping tests?

a. Network Diagnostics

b. System Profiler

c. Apple Service Diagnostic

d. Apple Hardware Test

6. You are servicing a Power Mac G5 (Late 2005) and need to reformat the hard drive. Which Apple utility do you use?

a. Software Update

b. Disk Utility

c. System Profiler

d. Apple Hardware Test

7. True or false: You can use the Software Restore CD to reinstall Mac OS X on an iMac G5 without erasing important data files on the hard drive.

8. What is the function of Console?

a. It enables you to read log files.

b. It is used for command-line input.

c. It shows you currently active processes.

d. You use it to delete corrupt preferences files.

Answer Key

1. b

2. b

3. b

4. c

5. c

6. b

7. False

8. a