Symptom Charts

The symptom charts included in this lesson will help you diagnose specific symptoms by following the guidelines set forth in the Apple General Troubleshooting Flowchart. Because cures are listed on the charts in the order of most likely solution to least likely, try the cures in the order presented. Verify whether or not the product continues to exhibit the symptom. If the symptom persists, try the next cure.

AirPort Extreme Card

AirPort Extreme Card Not Recognized

1.	Choose Software Update from the Apple menu to verify that the latest AirPort software is installed.
2.	Check that AirPort is enabled in Network preferences.
3.	Reseat the AirPort Extreme Card and make sure the AirPort antenna cable is fully connected.
4.	Remove and reinstall the AirPort software.
5.	Replace with a known-good AirPort Extreme Card.
6.	Replace the logic board.

AirPort Extreme Card Installed and Received a -3278 Error

1.	Choose Software Update from the Apple menu to verify that the latest AirPort software is installed.
2.	Reseat the AirPort Extreme Card and make sure the AirPort antenna cable is fully connected.
3.	Remove and reinstall the AirPort software.
4.	Replace with a known-good AirPort Extreme Card.
5.	Replace the logic board.

Poor AirPort Reception

1.	Refer to Knowledge Base document 88258, “Optimizing AirPort reception in portable computers.”
2.	Reseat the AirPort antenna and cable.
3.	Check the AirPort antenna cable for damage.
4.	Replace with a known-good AirPort Extreme Card.
5.	Replace the AirPort antenna board and cable.

Battery

Battery Will Not Charge

1.	Remove any connected peripherals.
2.	Try a known-good power outlet.
3.	Try a known-good power adapter and power cord.
4.	Try a known-good battery.
5.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn (function) key when resetting the Power Manager. Also, resetting the Power Manager means you will also need to reset the date and time in Date & Time preferences.
6.	Replace the logic board.

Short Battery Life

For information on how to deal with short battery life, visit www.apple.com/batteries.

Error Beeps

The computer automatically performs a power-on self test (POST) when it is turned on after being fully shut down (not a restart). This section describes what to do if you hear beeps during the startup.

Computer Beeps Once at Startup

One beep means that no RAM is detected.

1.	If a RAM module is installed in the expansion slot, remove it and put in known-good and compatible RAM, then restart. Does the symptom repeat? No: Replace the RAM module. Yes: Replace the logic board.
2.	If no RAM module is installed, replace the logic board.

Computer Beeps Twice at Startup

Two beeps means that EDO memory is installed in the expansion slot. The iBook computer does not accept EDO memory.

Replace the RAM module with known-good and compatible RAM and restart. Does the symptom repeat?

No: Replace the RAM module.

Yes: Replace the logic board.

Computer Beeps Three Times at Startup

Three beeps means that no RAM banks passed memory testing.

1.	If a RAM module is installed in the expansion slot, remove it and put in known-good and compatible RAM, then restart. Does the symptom repeat? No: Replace the RAM module. Yes: Replace the logic board.
2.	If no RAM module is installed, replace the logic board.

Computer Beeps Four Times at Startup

Four beeps indicates a bad checksum for the remainder of the boot ROM. The ROM (which is located on the logic board) is bad.

1.	If a RAM module is installed in the expansion slot, remove it and put in known-good and compatible RAM, then restart. Does the symptom repeat? No: Replace the RAM module. Yes: Replace the logic board.
2.	If no RAM module is installed, replace the logic board.

Hard Drive

Hard Drive Will Not Initialize

1.	Boot from the iBook Software Install CD and see if the hard drive mounts on the desktop.
2.	Boot from the Mac OS X software install CD. Choose Disk Utility from the File menu, and repair disk in First Aid tab or erase the drive.
3.	If no hard drive is found in Disk Utility, verify the hard drive cable connections.
4.	Replace the hard drive cable.
5.	Replace the hard drive. NOTE If the computer is under warranty and data recovery is required, refer to Knowledge Base document 31077, “DriveSavers: Hard Drive Data Recovery & Warranty Implications.”
6.	Replace the logic board.

Internal Hard Drive Does Not Spin

1.	Disconnect any connected peripherals.
2.	Try a known-good power outlet.
3.	Try a known-good power adapter and power cord.
4.	Boot from a Mac OS system CD.
5.	Verify that Disk Utility does not recognize the hard drive.
6.	Verify cable connections.
7.	Replace the hard drive cable.
8.	Replace the hard drive.

Noisy Hard Drive

Some sounds such as ticking or a rotational noise are normal. Refer to Knowledge Base document 30593, “PowerBook: Hard Drives and Noise.”

Keyboard

No Response From Any Key on the Keyboard

1.	Remove any connected peripherals.
2.	Boot from a Mac OS system CD to verify that it is not a software problem.
3.	Turn off the computer. Disconnect the keyboard connector and inspect the connectors.
4.	Replace the keyboard.
5.	Replace the logic board.

Keyboard Lock Is Damaged or Will Not Lock

1.	Verify that the keyboard is installed properly so the lock lines up with the notch in the top case.
2.	Replace the keyboard.

Keycap Pops Off

1.	If the keycap is not broken, it can probably be reinstalled. To replace the keycap, refer to Knowledge Base document 88106, “PowerBook G4: Keycap Replacement.”
2.	Replace the keyboard.

Modem

No Modem Dial Tone

1.	Check that the correct modem is selected. In Mac OS X, check Network preferences or Internet Connect settings.
2.	Try a known-good analog (not digital) telephone line.
3.	Try a known-good RJ-11 telephone cable.
4.	Verify that the RJ-11 telephone cable is not plugged into the RJ-45 Ethernet port.
5.	Inspect the RJ-11 connector and modem port for pin damage.
6.	Verify that the RJ-11 telephone cable is firmly installed in the modem port.
7.	Deselect the “Wait for dial tone before dialing” checkbox in the Modem pane of Network preferences. If the modem connects with this setting, try another phone line. If using a terminal or communications program, enter atx1 to disable tone detection. To reset the modem back to the factory settings, enter atz.
8.	Verify the RJ-11 modem cable 2-pin connector is plugged into modem correctly.
9.	Replace the RJ-11 modem cable.
10.	Replace the modem.

Cannot Send Fax

1.	Check that the internal modem is enabled in Network preferences.
2.	Refer to Knowledge Base document 25746, “Mac OS X 10.3: Fax doesn't send.”

Cannot Receive Fax

1.	Check that the “Receive faxes on this computer” checkbox is selected in the Faxing pane of Print & Fax preferences.
2.	Refer to Knowledge Base documents 25731, “Mac OS X 10.3: Receiving faxes and connecting to the Internet,” and 25596, “Mac OS X 10.3: About Receiving Faxes.”

Modem Drops Connection

1.	Try a known-good phone line.
2.	Refer to Knowledge Base document 106748, “Mac OS X: Troubleshooting a dial-up/PPP Internet connection.”

Optical Drive

Inserting Discs Issue

1.	Is there a disc already in the drive? Refer to Knowledge Base document 106752, “Macintosh: How to Eject a Disc When Other Options Do Not Work.”
2.	Choose About This Mac from the Apple menu, then click More Info to launch System Profiler.
3.	Select ATA (listed under Hardware) in the Contents column on the left. The device tree on the right should show two items: the internal hard drive and the optical drive. Do you see two items here? Yes: Continue to the next step. No: Physically reseat the optical drive and check System Profiler again. If the optical drive appears, the problem has been resolved. If not, continue to the next step.
4.	Replace the optical drive.
5.	Replace the logic board.

Optical Disc Icon Does Not Appear on Finder Desktop, or a Dialog Appears to Initialize Disc

1.	Verify that the correct type of disc is being used for the type of drive (a CD-ROM or CD-RW drive reads CDs only; DVD-ROM, Combo, and SuperDrive devices read CDs and DVDs).
2.	Try cleaning the disc. If it is dirty or scratched, it may not mount.
3.	Try a different disc.
4.	Reseat the optical drive cable.
5.	Replace the optical drive cable. (This is the same cable that attaches to the hard drive.)
6.	Replace the optical drive.

Optical Drive Does Not Eject Disc

1.	Quit all applications to verify that the disc is not in use.
2.	Press and hold the Media Eject key at the top-right corner of keyboard. If that does not work, hold down the fn (function) and Media Eject keys.
3.	Drag the disc icon to the Trash, or select it in the Finder and press Command-E.
4.	Choose Restart from Apple menu, then hold down the trackpad button as the computer boots.
5.	Refer to the Take Apart instructions in the service manual for instructions on removing the stuck disc and replacing the optical drive.

Combo Drive Does Not Write at Maximum Speed

Refer to Knowledge Base document 86186, “PowerBook G4, iBook: Combo Drive Does Not Write CD-R Media at Maximum Speed.”

Ports

FireWire or USB Port Is Not Recognizing Devices

1.	Choose Shut Down from the Apple menu, then press the power button to restart the computer.
2.	Choose Software Update from the Apple menu to verify that the latest software is installed.
3.	Run System Profiler to verify that the computer recognizes the bus.
4.	For USB, test port with a USB-compliant keyboard or mouse.
5.	For FireWire, test port by connecting another computer in FireWire Target Disk Mode. MORE INFO Refer to Knowledge Base document 58583, “How to Use FireWire Target Disk Mode.”
6.	Verify that drivers are installed properly for third-party hardware, if needed.
7.	Try a different cable.
8.	Try a known-good device.
9.	If the device is self-powered, make sure that the power supply is connected and the device's LED indicates that it is getting power.
10.	Replace the logic board.

Computer Does Not Recognize USB Device

If you are trying to use a serial device with a USB/serial adapter, check with the adapter's manufacturer for compatibility.

1.	Choose Shut Down from the Apple menu, then press the power button to restart the computer.
2.	Try a known-good Apple USB keyboard or mouse to verify the port is working properly.
3.	Verify that the current driver for the device is installed.
4.	If using a USB camera, turn on the camera after initiating a download with the camera's application.
5.	Try the other USB port.
6.	Try a known-good USB cable.
7.	Try a different USB device on the same port.
8.	Eliminate chain by plugging in only one USB peripheral.
9.	Replace the logic board.

Sound

Distorted Sound From Speakers

1.	Verify that the sound is correct with external speakers/headphones. If sound is correct, replace the top case.
2.	Verify that the speaker cables are inserted correctly, and check cables for damage.
3.	Check the balance setting in the Output pane of Sound preferences.
4.	Compare the same sound with two different units to make sure that sound is actually distorted.
5.	Replace the top case.
6.	Replace the logic board.

No Sound From Speakers

1.	Choose Software Update from the Apple menu to verify that the latest audio update has been installed.
2.	Press the F3 key (with the fn key pressed and not pressed) to verify that the mute mode is not enabled.
3.	Press the F4 or F5 key (with the fn key pressed and not pressed) to check the volume setting.
4.	Verify that no external speakers or headphones are plugged in.
5.	Choose Shut Down from the Apple menu, then press the power button to restart the computer.
6.	Reset parameter random-access memory (PRAM). Hold down Command-Option-P-R during startup until you hear the startup sound twice.
7.	Verify that the speaker cable is connected properly to the logic board, and check the cable for damage.
8.	Replace the top case.
9.	Replace the logic board

Startup

Computer Will Not Power On

1.	Remove any connected peripherals.
2.	Try a known-good power outlet.
3.	Try a known-good power adapter and power cord.
4.	Remove the battery.
5.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
6.	Reset PRAM. Hold down Command-Option-P-R during startup until you hear the startup sound twice.
7.	Disconnect the internal keyboard. Inspect the connectors. Restart with the keyboard disconnected.
8.	Remove any additional RAM and the AirPort Extreme Card.
9.	Try a known-good DC board.
10.	Verify the cable connections and check the cables for damage.
11.	Verify that the power button is connected properly to logic board. If the power button is not functioning correctly or damaged, replace the top case.
12.	Replace the logic board.

At Startup, a Dialog States “Kernel Panic” in Mac OS X

1.	If a RAM module is installed in the expansion slot, remove it and restart. Does the symptom repeat? Yes: Replace the logic board. No: Replace the RAM module with a known-good RAM module, then restart.
2.	If no RAM module is installed, replace the logic board.

Display

No Display or Dim Display, but Computer Appears to Operate Correctly

1.	Remove any connected peripherals.
2.	Try a known-good power outlet, power adapter, and power cord.
3.	Press F2 (with the fn key pressed and not pressed) to increase the screen brightness setting.
4.	Reboot the computer by pressing Command-Control-power, or press and hold the power button for 5 to 10 seconds to shut down the computer; then press the power button to restart.
5.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
6.	Reset PRAM. Hold down Command-Option-P-R during startup until you hear the startup sound twice.
7.	Connect an external display, and check for video on external display. If video is fine on the external display, replace the LCD panel. If video symptom is the same on the external display, replace the logic board.
8.	Verify that the backlight cable and LVDS cable connections are seated properly and that the cables are not damaged (refer to display assembly replacement instructions).
9.	Replace the LCD panel.
10.	Verify the cable connections and check cables around the hinges for damage.
11.	Replace the logic board.

Scrambled or Distorted Video

Check for video on an external display.

• If video is fine on the external display, replace the LVDS cable.

• If video is scrambled or distorted on the external display, replace the LCD panel.

Video (S-Video and Composite Adapter)

No Video on an External Device

1.	Make sure you are using the S-Video and Composite adapter cable.
2.	Verify that the TV or VCR is set up properly with the correct source.
3.	Try a known-good TV or VCR. Check the owner's manual for the TV or VCR.
4.	Replace the adapter cable.
5.	Replace the logic board.

Display Rolls (PAL Instead of NTSC)

1.	Make sure you are not using Apple's A/V video cable.
2.	Make sure you are using the S-Video and Composite adapter cable.
3.	Change the settings of Displays preferences.
4.	Try a known-good TV or VCR.
5.	Try a known-good adapter cable.
6.	Replace the logic board.

Display Shows Ghosting (Signal Refiection)

1.	Verify that the cables are correctly installed and seated firmly.
2.	Replace the video adapter.

Video (VGA Adapter)

No Video on an External Device

1.	Verify that the monitor that is used in testing is known-good and is supported by this computer.
2.	Try a known-good VGA adapter.
3.	Replace the logic board.
4.	Replace the VGA adapter cable.
5.	Replace the logic board.

Display Shows Ghosting (Signal Refiection)

1.	Verify that the cables are correctly installed and seated firmly.
2.	Replace the video adapter.

Miscellaneous Symptoms

The Computer Runs With Battery, but Not With the Power Adapter Plugged Into Wall Outlet

1.	Try a known-good power outlet.
2.	Try a known-good power adapter and power cord.
3.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
4.	Replace the DC board.
5.	Replace the logic board.

The Computer Runs When Plugged Into a Wall Outlet but Not on Battery Power

1.	Reseat the battery to verify the battery is seated correctly with the battery lock engaged.
2.	Try a known-good charged battery.
3.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
4.	Replace the logic board.

The Cursor Does Not Move When You Are Using Trackpad

1.	Verify that no USB device is connected.
2.	Boot from a Mac OS system CD to verify that it is not a software problem.
3.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
4.	Check the trackpad cable and connection to the logic board.
5.	Replace the top case.
6.	Replace the logic board.

The Cursor Intermittently Does Not Move or Moves Erratically

User must touch with only one finger at a time and point directly down on the trackpad surface.

1.	With the computer off, use a non–static-inducing material to clean the trackpad surface.
2.	Reset the Power Manager by pressing Control-Option-Shift-power. NOTE Warning: Make sure you do not hold down the fn key when resetting the Power Manager. Resetting the Power Manager means you will also need to reset the settings in Date & Time preferences.
3.	Reset PRAM. Hold down Command-Option-P-R during startup until you hear the startup sound twice.
4.	Remove and reseat the memory module.
5.	Try the unit on battery power. If the problem is resolved, replace the power adapter.
6.	Place a Mac OS system CD in the optical disc drive, press the start button, and hold down the C key. Check the cursor movement, to see if the problem is software.
7.	Check the trackpad cable and connection to the logic board.
8.	Replace the top case.
9.	Reseat the heatsink if it is not secured properly.
10.	Replace the logic board.

The Microphone Is Not Working

1.	Check the signal level and level meter, and adjust the gain.
2.	Reset PRAM. Hold down Command-Option-P-R during startup until you hear the startup sound twice.
3.	Verify the microphone cable connection to the logic board, and check the cable for damage.
4.	Replace the microphone cable.
5.	Replace the logic board.

The Latching Mechanism That Holds the Display Closed Is Not Working

As the display closes against the top case, a hook in the top of the display housing should be magnetically pulled down into a slot in the top case and secured. When the latch button is pushed, the hook should release and retract into the display housing, allowing the display to open.

1.	Verify the hook operation by exercising the latch mechanism.
2.	If the hook does not operate properly, replace the display bezel.
3.	If the latch or latch button does not operate properly, replace the top case assembly.

Fan Fails

1.	Check the fan cable connection, and check cable for damage.
2.	Replace the fan.
3.	Replace the logic board.

Trackpad Works Intermittently

The trackpad operation can be affected by hand lotion, humidity, dangling jewelry, and the use of more than one finger on the trackpad.

1.	Check for environmental factors such as humidity, hand lotion, or jewelry.
2.	Clean the trackpad with a clean, dry lint-free cloth.

Greasy Substance in Battery Bay

A small amount of grease is used on the springs in the battery bay. Inform customers that the grease helps the springs operate correctly. The grease is not harmful and should not cause alarm. However, if it comes in contact with skin, wash it off with soap and water.