Basic Computer Theory and Terms

Getting Started
Welcome to the Basic Computer Theory and Terms course. This course provides you with an overview of how computers work and the terms used to describe their components and operation.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

None

Time Required

60 minutes

Course Objectives

Describe basic computer components and processes. Define Mac-related technical terms including:
o o o o o o o o o o o o o

Processor ATA Peripherals RAM Cache Software Drives System software Application software Slots Reference release Software updates Software upgrades

Identify normal and abnormal computer operations including:

o o o o

Startup Sleep Shut Down Kernel Panic Return to top

Next: Basic HW Components-1

Basic Hardware Components - Part One

Introduction Processor Overview Intel Xeon and Core Duo Processors RAM Drives

Introduction At the most simple level, a computer system consists of:

input devices such as keyboards and mice output devices such a monitors and speakers a "box" containing the computer's o Processor: The brain of the computer. The processor is located on the main logic board (MLB). This is where the operating system (OS) works, games render images, and spreadsheets calculate. Recent Apple computers use one of these two processors: ! Intel Xeon ! Intel Core Duo o RAM: This is where the processor keeps information on which it works. o Cache: Cache is made of RAM and works in a similar fashion but performs specific functions. o Drives: Storage for all of the information you process and make on a Mac. There are three basic types of drives, magnetic, optical, and solid state. o USB: One of the interconnect technologies used on the Mac to connect peripherals. USB is intended for slower, less demanding peripherals, such as keyboards and mice, although it can be used to connect disk drives and cameras. o FireWire: The high-speed counterpart to USB. Also known as IEEE 1394 and iLink. o Expansion Slots: No ones ever satisfied with their computer, right? Always wanting to add things, like a graphics card for another display. You can add cards in these slots to support additional functionality. Well examine both types of slots in use today: PCI and AGP.

Processors Overview Processors are silicon wafers made up of tens of thousands of tiny transistors, which, in a binary mode, can be turned either off or on. A clock synchronizes the processor signal and its speed is measured in megahertz (MHz) or gigahertz (GHz). Microprocessors are differentiated by three key characteristics:

Instruction set: The set of instructions that the microprocessor can execute. Bandwidth: The number of bits processed in a single instruction. Clock speed: Given in megahertz (Mhz) or gigahertz (GHz) determines how many millions or billions of instructions per second the processor can execute.

The higher the value of both the bandwidth and clock speed, the more powerful the

CPU. For example, a 32-bit microprocessor that runs at 50MHz is more powerful than a 16-bit microprocessor that runs at 25MHz.

Intel Xeon and Core Duo Processors

Mac computers use either Intel Xeon or Intel Core Duo processors. These Intel processors have brought significant increases in performance while reducing heat output. These Intel processors uses Intels Core microarchitecture, which packs two execution cores on a single silicon chip, doubling the computational power in the same space as a single-core processor. The Core Duo line is capable of 32-bit processing, while the Core 2 Duo and Core 2 Extreme lines are capable of 64-bit processing.

RAM

Processor memory is known as dynamic random access memory (DRAM, or just RAM). With random access, specific memory can be accessed directly, like choosing a specific track from a CD. Processor advances bring changes to the type of RAM used. Here are the different types of RAM used in Mac computers:

DIMM (Dual Inline Memory Module) SODIMM (Small Outline Dual Inline Memory Module) SDRAM (Synchronized Dynamic RAM) FB-DIMMS (Fully-Buffered Dual InLine Memory Modules)

The specific RAM type for each Mac is listed on the Apple Specifications website. http://support.apple.com/specs/ Video cards in newer Mac computers incorporate DDR RAM (double-data-rate RAM) and use the names:

VRAM (Video RAM) SGRAM (Synchronized Graphics RAM) DDR-SDRAM (Double Data Rate- Synchronous DRAM)

Cache

Cache is RAM or hard drive space used to store frequently used bits of code or data. Cache can be found on hard drives, CD recording drives and processors and is used primarily to speed up the computer. Once the hard drive has gone through the startup process and is running you can open a window instantly using cache memory.

Level 1 Cache - is a small amount of RAM built into the processor that is used to store bits of frequently used code. Level 2 Cache - is located very close to the processor and has a higher speed connection than is available to other components Disk Cache - sets aside a bit of RAM to store frequently used data from the hard drive.

Drives

Disk drives can retain their stored files and applications when the computer is shut down and power is removed. There are two basic types of disk drives: magnetic and optical. Magnetic Drives Hard drives, floppy drives, and zip drives encode data as magnetic magnetized needles on the disk's surface. You can record and erase data on a magnetic disk any number of times. Most hard drives also contain a cache. Considerable time can be saved if data can be retrieved from the cache rather than the platters. Optical Drives Optical drives use lasers to read data on optical discs (CDs and DVDs for example.) CD-R and DVD-R drives use a laser to both read and to write (burn) data on the discs. Optical drives are significantly slower than magnetic drives. Solid State Drives The MacBook Airs Solid-State Drive (SSD) uses solid-state memory to provide high performance storage with no moving parts. Disk Formatting Formatting a hard disk prepares it to contain data. Return to top

Next: Basic Computer Hardware - Part Two

Basic Hardware Components - Part Two

Connecting Peripherals USB, FireWire, Slots and PCI

Connecting Peripherals You can attach peripherals to most Mac computers through either of two buses, USB and FireWire. USB is generally used for slower devices like keyboards, mice, etc. FireWire is used for high-speed devices such as hard drives, digital camcorders, and the like. While USB is standard, only select Mac computers come equipped with FireWire.

USB, FireWire, Slots, and PCI Peripherals such as printers, external hard drives, video cameras etc. use either USB or FireWire buses to connect to Mac computers. FireWire is Apples trademarked name for the IEEE 1394 technology it invented. USB 2.0 and FireWire 400 transfer data at roughly the same speed, but FireWire 800 is twice as fast. Some desktop Mac computers have expansion slots built in. These slots let you add more memory, or additional hard drives. Peripheral Component Interconnect (PCI) is one of the main busses of the computer, used to communicate between the processor, all expansion slots, and the USB, Bluetooth, and AirPort ports. Return to top

Next: Basic Software Components

Basic Software Components

Firmware Software System Software Application Software Reference Release, Software Update, and Software Upgrades

Firmware Firmware is a combination of software and hardware. A computer chip that has software instructions recorded on it is known as firmware. For example, ROMs (readonly memory.)

Software Software is data (information), made up of instructions used to accomplish a task, and can be divided into two primary categories: system software and application software.

System Software

System software is software used to manage computer hardware. System software also provides a graphical user interface or GUI (pronounced goo-ee) to display items on the screen.

System software includes the operating system (Mac OS), software drivers (for example, to display video or read a CD-ROM), and software needed to interact with the user (for example the software that understands function key assignments). The terms system software and operating system are interchangeable for most users. Apple releases system software online or through retail outlets for existing Apple hardware. Apple also releases system software bundled (included) with new computers.

Application Software

Application software processes data for a user. Applications run the gamut of functionality and creativity from spreadsheets to word processors to multimedia programs. Application software generally relies on the operating system for compatibility with hardware and is released individually or bundled with computers. For example, iDVD is bundled with new Mac computers and DVD Studio Pro is released as a stand alone. When new versions of software become available Apple releases the changes through either a software update or software upgrade, and sometimes both. Software is distributed as a reference release, software upgrade or software update.

Reference Releases, Software Updates and Software Upgrades

Reference Release

Reference releases are major releases with new features or features that resolve outstanding issues with older software. A reference release is considered to be a critical point at which the software can be identified by its features. For example, the reference release of Mac OSX introduced the Aqua interface and the Dock.
Software Upgrade

An upgrade may be available when most parts of the software have changed and require a full reinstall of the software. Software upgrades generally do not require that a previous version already be installed, but may require earlier software to be installed to verify ownership.
Software Update

An update may be available as a single release, or in the form of independent releases as is the case when using the software updates feature of Mac OS X.
Version Numbers

Version numbers are used to describe software changes and can be defined generally as "reference.upgrade.update." There are fewer changes between a Mac OS X v10.5.1 and Mac OS X v10.5.2 release as there would be between a Mac OS X v10.5 and Mac OS X v10.6 release. Apple has named Mac OS X versions after big cats- Cheetah, Puma, Jaguar Panther, Tiger, Leopard, and Snow Leopard. Return to top

Next: Startup-Shut Down

Startup - Shutdown

Startup Process Overview Startup Stages and Cues for Mac OS X v10.6 Shutdown Process

Startup Process Overview When a computer is first powered on, it is designed to look for resources that will eventually lead to a graphical user interface. The GUI is the visual environment users interact with to make the computer perform tasks. The activity of looking for resources and reading those resources with the goal of presenting an environment the user can interact with is called the startup process. The word boot, short for bootstrap, is sometimes used to refer to the process the computer uses to reach a running state. The use of the word boot comes from the phrase, pull yourself up by your bootstraps.

Startup Stages and Cues for Mac OS X v10.6 The table below summarizes the Hardware (A), Startup (B), and Login (C) stages for Mac OS X v10.6 (Snow Leopard):
What Happens A1 Computer sends power to logic board, power-on self test (POST) A2 Open Firmware (PPC) or EFI (Intel) loads boot loader. B1 Boot loader (BootX (PPC) or boot.efi (Intel)) loads kernel + boot-required kexts What You See Black screen Blank gray screen

Notes - Chime if successful - Series of beeps if not successful

Gray apple - found boot.efi Circle with Slash - could not load boot.efi, or some other

issue Flashing globe - looking for booter/kernel on netboot server Gray Apple with spinning earth below - found booter/kernel on netboot server Broken Folder that blinks - no bootable device has been found

B2 Kernel looks for root device and its driver, checks disk directory, and runs launchd B3 Loginwindow starts, which requires WindowServer; other launchd jobs and processes run, mostly in parallel

Gray apple + gear

Blue screen

B3.5 Previous versions of Mac OS X display Leopard does not display a progress a progress window window. B4 Login Window starts C1 Finder, Dock, and other background processes load C2 Login items run If automatic login is disabled, you see the Login window Desktop, Dock, menu bar Item-specific onscreen elements Some login items do not display onscreen elements

Shutdown Process In comparison to starting up, the process of logging out or shutting down is simpler. After a user selects Log Out, Restart, or Shut Down and confirms the action, loginwindow quits all of the users applications, and if appropriate, resets hardware and restarts or shuts down the computer.

Return to top

Next: Sleep

Sleep

Sleep Basics

Sleep Basics Here is what happens when a computer goes to sleep. On all computers:

The microprocessor goes into a low-power mode Video output is turned off, and the connected display may turn off as well, or enter its own idle state Apple-supplied hard disks spin down Third-party hard disks may spin down

On PowerBooks, iBooks, MacBooks, and MacBook Pro portable computers:

The Ethernet port turns off Expansion card slots (such as PCMCIA) turn off The built-in modem (if present) turns off An AirPort card, if present, turns off The USB connection only responds to the power key on an external keyboard The optical media drive spins down Audio input and output turns off Keyboard illumination, if a feature of your portable computer, turns off

Understanding how sleep operates will enable you to successfully troubleshoot customer issues. A more detailed description of how sleep operates can be found in Energy Saver: About sleep and idle modes in Mac OS X.

Next: Kernel Panic

Kernel Panic

Kernel Panic Basics

Kernel Panic Basics A kernel panic is a type of error that occurs when the core (kernel) of an operating system receives an instruction in an unexpected format, or that it fails to handle properly. A kernel panic may also follow when the operating system is not able to recover from a different type of error. A kernel panic can be caused by damaged or incompatible software or, more rarely, damaged or incompatible hardware. Kernel panics in Mac OS should not be confused with an application freeze. Instead of just one application no longer functioning, the entire system is no longer operable. Here you see the onscreen dialog a Mac running Mac OS X 10.2 or later displays.

For more detailed information on kernel panics, review "About 'You need to restart

your computer' (kernel panic) messages".

Next: Course Test

Course Test
Print this page and answer the following questions.

1. Which THREE of the following constitute a basic computer system? USB printer monitor CPU FireWire Hard Drive slots keyboard and mouse or trackpad 2. What is a processor? the brain of the computer storage for all the information you process an interconnect technology an expansion slot an execution unit 3. Slots used to plug in external data transfer devices such as iPods are called ATA Optical Drives External Ports MegaHertz 4. To which form of memory must you save your work before the computer is turned off?

5. Microsoft Office and Keynote are examples of which?-Applications or System software? 6. When any Mac goes into sleep mode the first thing that happens is The backlit keyboard loses illumination ATA The microprocessor goes into a low-power mode The hard drive spins down 7. What has the computer failed if you hear a series of beeps at startup? 8. Once the hard drive has gone through the startup process and is running, you can open a window instantly using: Cache memory RAM memory ROM memory 9. How can customers obtain software from Apple? 10. How does Apple release software? 11. What stores the instructions for initiating the boot sequencing? 12. Fill in the blanks: FireWire _____________ is faster than USB at transferring digital data 13. What is missing: Cheetah, Puma, Jaguar Tiger, Leopard- and Snow Leopard 14. In terms of system software updates, versions numbers e.g. Mac OS X v10.6.1 indicate what? reference.upgrade.update update.reference.upgrade upgrade.update,reference

15. Use your Basic Terms knowledge to match the customer statement to the most likely issue:
1. I loaded 3 new video games and now my Mac is really slow 2. I cant get this DVD to eject when I shut down the computer A. Kernel panic B. MS PowerPoint application not installed

3. Ive been sent a Microsoft PowerPoint C. Optical drive issue document but cant open it 4. I want Time Machine on my Mac- Im D. Insufficient RAM- more memory needed running Tiger why cant I find it? 5. My Mac wont start up- I just get an error message in different languages E. System Software - Time Machine runs on Mac OS X v10.5 - Leopard, not on Mac OS X v10.4 Tiger.

16.

Next: Check your answers

Course Test Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Which THREE of the following constitute a basic computer system? USB printer monitor CPU FireWire Hard Drive slots keyboard and mouse or trackpad 2. What is a processor? the brain of the computer storage for all the information you process

an interconnect technology an expansion slot an execution unit 3. Slots used to plug in external data transfer devices such as iPods are called ATA Optical Drives External Ports MegaHertz 4. To which form of memory must you save your work before the computer is turned off? Memory that doesn't require power, for example, a magnetic drive or an optical drive. 5. Microsoft Office and Keynote are examples of which?-Applications or System software? Applications 6. When any Mac goes into sleep mode the first thing that happens is The backlit keyboard loses illumination ATA The microprocessor goes into a low-power mode The hard drive spins down 7. What has the computer failed if you hear a series of beeps at startup? Power On Self Test 8. Once the hard drive has gone through the startup process and is running, you can open a window instantly using: Cache memory RAM memory ROM memory 9. How can customers obtain software from Apple? Software is released either standalone or bundled with a computer. Standalone software can be distributed online or in a box through retail

channels. Bundled software is distributed with a computer and is usually pre-installed. 10. How does Apple release software? Software is released as a reference release - independent from previous versions; as an upgrade - which delivers new features; and as an update which delivers software improvements and bug fixes. 11. What stores the instructions for initiating the boot sequencing? Read Only Memory (ROM) 12. Fill in the blanks: FireWire _______800______ is faster than USB at transferring digital data 13. What is missing: Cheetah, Puma, Jaguar Tiger, Leopard- and Snow Leopard Panther 14. In terms of system software updates, versions numbers e.g. Mac OS X v10.6.1 indicate what? reference.upgrade.update update.reference.upgrade upgrade.update,reference 15. Use your Basic Terms knowledge to match the customer statement to the most likely issue:
1. I loaded 3 new video games and now my Mac is really slow 2. I cant get this DVD to eject when I shut down the computer A. Kernel panic B. MS PowerPoint application not installed

3. Ive been sent a Microsoft PowerPoint C. Optical drive issue document but cant open it 4. I want Time Machine on my Mac- Im D. Insufficient RAM- more memory needed running Tiger why cant I find it? 5. My Mac wont start up- I just get an error message in different languages E. System Software - Time Machine runs on Mac OS X v10.5 - Leopard, not on Mac OS X v10.4 Tiger.

16. 1D, 2C, 3B, 4E, 5A

Next: This concludes the Basic Computer Theory and Terms course.

Diagnostics
Getting Started
Welcome to the Diagnostics course. In this course you will be introduced to Apple Hardware Test, Apple Service Toolkit, Apple Service Diagnostic and Bluetooth Service Diagnostic tools and how they can be used effectively in troubleshooting and servicing Mac computers.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Terminology

Underlying Technologies References

Time Required

90 minutes

Required Materials and Equipment

If you do not work at an Apple-Authorized service facility:

Access to a functioning Mac running Mac OS X version 10.4.11 or later, with administrative login access. Access to a network that provides Internet access. Access to an external USB 2.0 hard disk with at least 8 GB or larger capacity, with appropriate USB cable to connect to a Mac

If you are a technician working at Apple-Authorized service facility:

A Mac computer on which to run diagnostics and the matching Diagnostic. The Mac must be capable of running Apple Service Diagnostic. To check capability: from Service Source, click the product family name in the Product Browser list, then click on the specific model name. The Service Diagnostic download matched specifically to your computer will be listed in the center of the page. Copy this to your USB hard disk. Disc image of Apple Service Diagnostic

If you are studying this material via AppleCare Technician Training, you do not need to access Apple Service Diagnostic.

Course Objectives

Given an Apple Mac computer or device and a stated issue, use the correct Apple diagnostics to accurately isolate the issue in 3 minutes. Given a Mac computer, use service and software diagnostic tools to identify an educational opportunity in 2 minutes. Given a Mac computer, use software diagnostic tools to correctly isolate an issue in 2 minutes. Given a Mac computer, use service diagnostic tools to correctly isolate an issue in 2 minutes. Given a set of instructions and an external drive, configure a known-good diagnostic

drive with install and startup volumes in 25 minutes. Given a set of instruction and specified equipment, configure a centralized diagnostic system in 25 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Return to top

Next: Important Terms

Important Terms and Concepts

Important Terms and Concepts

Important Terms and Concepts Here are some important terms and concepts associated with Apple diagnostics:
Apple Service Diagnostic (EFI) runs low-level tests of the computer's hardware directly and does not require an operating system to run. Running diagnostics within the EFI environment does have limitations: EFI cannot access and test certain hardware components that require OS-level drivers to communicate. This is why there is also an OS version of ASD to run the remaining diagnostic tests that require OS support. Apple Service Diagnostic (OS) uses Mac OS X to run tests of the parts of the computer's hardware that EFI tests cannot access. A minimal Mac OS X system is therefore present to start up the computer and support these tests. Extensible Firmware Interface, created by Intel and licensed for use by Apple in Intel-based Mac desktops and portables. EFI represents the interface between Mac OS X and its BootROM firmware in Intel-based Mac computers, and is roughly analogous to (although much more advanced than) the 'BIOS' in Windows PCs. Open Firmware was the interface between Mac OS and its BootROM firmware in PowerPC Mac computers. EFI is a useful architecture within which to run diagnostics, because no operating system is required to do so. This means that any failures reported by the diagnostic could not be caused by any OS issues, and are therefore more reliable indicators of actual hardware issues. Disk Image A disk image file (file extension .dmg) is a file that contains other files and

ASD EFI

ASD OS

EFI

folders. Disk images are convenient 'containers' that can be used to move files intact from one computer to another, send them to other people in email, burn the image on a CD or DVD disc as a backup copy, or restored onto a hard disk. Bootable diagnostics such as ASD are delivered as disk image files that can be downloaded, burned / restored and used by certified service technicians. Restore The process of reliably copying an entire disk image back to a hard disk partition, using Disk Utility in Mac OS X. ASD 3S119 and later versions requires its two disk images to be restored onto a partitioned USB hard disk.

Return to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. When you finish reviewing a section of the course, complete the exercise for that section before continuing. In some cases, you will need to use links from this page to locate answers.

Apple Hardware Test

Exercise

In this exercise you will review Knowledge Base articles that pertain to Apple Hardware Test and answer a series of questions on its features and functions. 1. Access and review Apple Hardware Test : Technical FAQ 2. Access AppleCare Service Source and access and review the Read Me for at least one version of AHT.

3. Access and review Apple Hardware Test: Tests and Error Codes Using these resources, answer the following questions:
Questions

1. Which of the following items should NOT be connected to a Mac Pro while using Apple Hardware Test? (Choose all that apply) SmartMedia reader USB External Drive Apple Keyboard External FireWire Drive 2. How do you use Apple Hardware Test? 3. What is the difference between Quick Test and Extended Test? 4. Which of the following hardware components does Apple Hardware Test check? AirPort card keyboard inverter board display module memory video 5. What does an error code of "mem_X/X" signify? 6. What keyboard command toggles looping mode on and off? 7. You are using AHT to check a Mac Pro (8x) and get a test error code of "4MEM /a /b c". What is the first step Apple recommends you take?

Apple Service Diagnostic

Exercise

1. Access the diagnostics section of AppleCare Service Source for an Intel-based iMac and MacBook Air. 2. Using the following documentation, as well as this course content, answer the following questions: ASD Read Me ASD Test Results ASD Users Guide Installing ASD on a USB Drive
Questions

1. How do you boot an ASD optical disc? 2. What two looping options does ASD offer? 3. Describe a known issue regarding ASD tests of VRAM 4. What two steps does Apple recommend you take before starting up from the ASD disc? 5. What is the minimum size required for a USB hard disk to use with ASD? 6. What are the two USB hard disk partition sizes required for use with ASD? 7. Can you use a FireWire hard disk or USB flash 'thumb' drive instead of a USB hard disk to start up the latest versions of ASD? 8. What keyboard key do you hold down to enter Startup Manager? 9. What is required to perform a full suite of ASD diagnostics on a Mac?

Back to top

Next: AHT Overview

Apple Hardware Test (AHT) Overview

Introduction AHT Versions

Introduction Apple supplies several diagnostics to both the public and Apple-authorized service technicians. They include:

Apple Hardware Test (AHT) - a diagnostic software that works in Open Firmware or EFI and does NOT depend on the Mac OS Apple Service Toolkit (AST) - via NetBoot, provides a quick check of the general components of Intel-based Mac hardware to streamline troubleshooting and repair. Apple Service Diagnostic (ASD) - a hardware diagnostic tool supplied to service providers - works in Open Firmware or EFI and Mac OS X.

AHT Versions Apples Diagnostics are updated frequently. A correct diagnostic can be located for any Mac using either the AppleCare name (Model Identifier) for the computer or its' serial number. These can be found in About This Mac/More Info in the Apple menu. Families of Mac computers compatible with AHT include:

MacBook/iBook MacBook Air iMac/eMac

Mac mini PowerBook/MacBook Pro Mac Pro Power Mac G4 and G5 Xserve (not all models) Power Mac G4 Cube

Intel-based Mac Computers

Starting with the introduction of Intel-based Mac computers, AHT and Apple Service Diagnostic (ASD), version numbering changed. All AHT discs are numbered sequentially starting with the prefix "3A" (e.g. 3A115), and all ASD discs are numbered sequentially starting with the prefix 3S (e.g. 3S107). This eliminates confusion between the same versions across different product lines. Back to top

Next: AST Overview

Apple Service Diagnostic (ASD) Overview

Introduction ASD over USB Hard Disk ASD Access and Documentation

Introduction Apple Service Diagnostic (ASD) - is used by Apple-Authorized service facilities to perform low-level tests on Mac computers. ASD need not rely on the Mac OS in order to check hardware components. It works within Open Firmware or EFI, but later versions of ASD include additional tests that rely on the Mac OS. You can choose the general type of test arrays (OF, EFI or Mac OS) depending on what you need tested.

ASD over USB Hard Disk With the introduction of the MacBook Air in January 2008, ASD was no longer delivered as an image to be burned onto a DVD, but as a dual image set, designed to be restored onto a partitioned external USB hard disk using Disk Utility.

Requirements for ASD over USB Hard Disk

Later versions of ASD requires the following system that will be used to restore the ASD EFI and OS disk images onto an external USB hard disk:

A functioning Mac running Mac OS X version 10.4.11 or later, with administrative login access An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables* Disk Utility (located in /Applications/Utilities) Appropriate ASD disk image downloaded from AppleCare Service Source

*Important: A USB hard disk is required; later ASD versions are not designed or supported for use with any other type of media.

ASD Access and Documentation Service providers access Apple Service Diagnostic downloads from the Disc Images area of AppleCare Service Source. ASD documentation is accessible via the same section of Service Source. Access to AppleCare Service Source is described in the References course. This material is not provided via the AppleCare Technician Training Service Source site.

All versions of ASD have either a Test Results Guide or a User's Guide. In addition, all versions of ASD have a Read Me. Back to top

Next: Preparing the USB Hard Disk

Preparing the USB Hard Disk

Requirements Procedure

Requirements Later versions of ASD require the following system that will be used to prepare (partition) an external USB hard disk:

A functioning Mac running Mac OS X version 10.4.11 or later, with administrative login access An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables* Disk Utility (located in /Applications/Utilities)

*Important: A USB hard disk is required; later versions of ASD are not designed or supported for use with any other type of media.

Procedure The following steps describe the procedure to use Disk Utility to prepare the external USB hard disk for use with later versions of ASD. 1. Connect the external USB hard disk to the Mac and verify that it mounts on the Finder desktop. 2. Open Disk Utility (located in /Applications/Utilities) and select the external USB hard disk. In the example below, an external 80 GB USB hard disk has

been selected.

3. Click the Partition tab to partition the hard disk into two volumes as follows (replace '3SXXX' with whatever version of ASD you are working with, such as 3S132): - For ASD OS, the partition size must be 7 GB or larger. Name this volume ASD OS 3SXXX. - For ASD EFI, the partition size must be 1 GB or larger. Name this volume ASD EFI 3SXXX. To do this, click on the popup menu under Volume Scheme and select 2 Partitions.

Click on each of the two partitions in turn to select each one, then enter each of the above names into the Name field for each partition. In the example below, the ASD EFI 3S119 partition has been selected, as indicated by the blue highlight surrounding the partition. You can drag the dividing line between partitions up and down to resize them to meet the minimum partition size requirements stated above, or you can simply enter the desired partition size into the 'Size' field for each partition and both partition sizes will re-adjust accordingly. In the example below, the 80 GB USB hard disk has been partitioned into two equal-sized 40 GB partitions, which obviously meets the minimal partition size requirements for both partitions. The Format popup menu should have Mac OS Extended (Journaled) selected for both partitions.

4. Click on the Options... button and select GUID Partition Table as the partition scheme for both partitions, then click OK.

5. Click Apply in the main Disk Utility window, then click Partition in the confirmation dialog that appears, to begin the partitioning process. This process should take only a few seconds to complete. Important: All data will be erased from the disk when you do this.

6. When complete, the external USB hard disk should appear with two partitions with the correct names, as in the image below. The hard disk is now ready to have the two ASD disk images restored onto its two partitions.

Return to top

Next: Restoring ASD to HD

Restoring ASD onto Hard Disk

Requirements Procedure

Requirements Latest versions of ASD require the following system that will be used to restore the ASD EFI and OS disk images onto an external USB hard disk:

A functioning Mac running Mac OS X version 10.4.11 or later, with administrative login access An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables, that has been partitioned into two partitions with correct names. Appropriate ASD disk image downloaded from AppleCare Service Source Disk Utility (located in /Applications/Utilities)

Procedure The following steps describe the procedure to use Disk Utility to restore the two ASD disk images onto the external USB hard disk. Our example shows version 3S132 being used, but you may use later versions, such as 3S135: 1. Download the disk images for the ASD diagnostic. Since these disk images are distributed as multiple part disk images, make sure all completed downloaded parts are located in the same directory.

2. Connect the external USB hard disk to the Mac (if it isn't already connected) and verify that it mounts on the Finder desktop. 3. Open Disk Utility (located in /Applications/Utilities). 4. In the Finder, locate and double-click on the first ASD disk image part to mount the image on the Finder desktop (hint: the image part may be titled _ssps_693-6931-A-001.dmg or something similar, and may be located on the Finder desktop or in the Downloads folder in Leopard or Snow Leopard). Note: You only need to double-click on the first image in the group; Finder will automatically combine all the image parts into a single mounted disk image volume. Within this mounted disk image are two other disk images: one for EFI titled ASD EFI 3SXXX.dmg, and one for OS X titled ASD OS 3SXXX.dmg.

5. Double-click on the ASD OS 3XXX.dmg image file inside the primary image file window. The ASD OS 3XXX image should mount on the desktop, and will also appear in Disk Utility.

Important: The EFI and OS images within the primary image should be mounted before restoring the images to the USB drive. The images are not compressed and therefore "Scan Image For Restore" will not work. 6. In Disk Utility, select the mounted ASD OS 3XXX image from the left-hand column, then click on the Restore tab. 7. For Source, drag the icon for the mounted ASD OS 3SXXX disk image to the Source window.

8. For Destination, drag the icon for the USB volume ASD OS 3SXXX from the left-hand column to the Destination window. Disk Utility should now look like this:

Important:You should select Erase destination before restoring. 9. Click the Restore button to start the installation, then click the Restore button in the confirmation dialog that appears, to begin the restoration process. Disk Utility will copy the entire disk image to the designated partition. This may take a few minutes to complete. 10. Repeat steps 5 through 9 above, except this time use the ASD EFI XXX disk image and restore onto the ASD EFI 3SXXX partition. Upon completion of the above steps, you should now have a partitioned, restored USB hard disk that can be used to boot and run ASD EFI and OS diagnostics.

Return to top

Next: Booting ASD from HD

Booting ASD from Hard Disk

Requirements Procedure

Requirements Later versions of ASD require the following to start up a Mac and run diagnostics:

A Mac on which you intend to run tests that is supported by a 3SXXX version of ASD. Please refer to AppleCare Service Source to verify you have the correct ASD version for the product you wish to test. An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables, that has been partitioned into two partitions with correct names, and that has had both ASD disk images restored onto them.

Procedure The following steps describe the procedure to boot into either ASD EFI or ASD OS tests using the prepared external USB hard disk: 1. Before using ASD, ensure the Mac on which you intend to run tests is shut down, and disconnect any Ethernet, USB and audio cables from it. If you're working with a desktop Mac, leave the USB keyboard and mouse connected to it. 2. Connect the external USB hard disk containing ASD to an available USB port on the Mac on which you intend to run tests. 3. Turn on the Mac and immediately hold down the option key on the keyboard as the computer starts up, to enter Startup Manager.

The computer should display an image like the examples below to indicate that it has entered Startup Manager. If the computer continues to start up and does not enter Startup Manager, verify your keyboard is properly connected, and that your external USB hard disk is properly connected and powered on. 4. To run ASD EFI tests, select the ASD EFI disk icon and press return or click the arrow to continue booting.

5. To run ASD OS tests, select the ASD OS disk icon and press return or click the arrow to continue booting.

6. ASD (EFI) should load in 20-30 seconds; ASD (OS) should load in 2-3 minutes. When booting is completed, a window should appear on-screen, similar to the one below (the example below is from the ASD OS test window).

7. After running ASD OS or ASD EFI tests, press the Restart button in the main ASD test window to restart the computer back into the normal startup volume, or hold down the option key to get back to Startup Manager. Return to top

Next: Running ASD Tests

Running ASD Diagnostic Tests

Requirements Procedure

Requirements Later versions of ASD require the following to start up a Mac and run diagnostics:

An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables, that has been partitioned into two partitions with correct names, and that has had both ASD disk images restored onto them. The Mac on which you intend to run diagnostic tests has been booted into ASD from the USB HD.

Procedure The following steps describe the procedure to run both ASD EFI and ASD OS tests using the prepared external USB hard disk: 1. When ASD has completely started, you should see a window appear on-screen, similar to the one below (the example below is from the ASD OS test window).

2. Follow the steps outlined in the PDF documents that accompanied the ASD disk image for complete details on how to run the diagnostic tests and how to interpret their results and error messages. Note: Detailed instructions regarding specific test modules in the ASD environment, or how to use them, are beyond the scope of this course. Please consult these documents for more information.

3. In order to run a complete suite of diagnostic tests using ASD, you must boot and run all test selections for both ASD EFI and ASD OS tests, in turn. One suggested procedure to do this is as follows: a. Boot into the ASD EFI partition on the USB HD, following steps listed in Booting ASD over Hard Disk. b. Run all available EFI tests. Assuming all tests pass, go on to step c. If one or more test modules fail, consult the ASD Test Results Guide to interpret the failure indication and troubleshoot the failure from that point. Be sure to re-run all tests again after resolving the failure to ensure the root cause of the issue is resolved and no other issues have appeared. c. Click the Restart button on the main ASD EFI window to restart the Mac you are testing, then boot into the ASD OS partition on the USB HD, following steps listed in Booting ASD over Hard Disk. d. Run all available OS Stand Alone tests. Assuming all tests pass, then go

on to step e. If one or more test modules fail, consult the ASD Test Results Guide to interpret the failure indication and troubleshoot the failure from that point. Be sure to re-run all tests again after resolving the failure to ensure the root cause of the issue is resolved and no other issues have appeared. e. Switch from Stand Alone tests to User Interactive tests using the popup menu on the main ASD OS window. Stand Alone tests do not require any additional setup before running tests. User Interactive tests require additional set up before running tests. A dialog will appear informing the user as to what steps to perform to set up for each test. f. Run all available OS User-Interactive tests. Assuming all tests pass, then you have completed a full suite of ASD diagnostic tests on that Mac. If one or more test modules fail, consult the ASD Test Results Guide to interpret the failure indication and troubleshoot the failure from that point. Be sure to re-run all tests again, starting again with ASD EFI tests in step a, after resolving the failure to ensure the root cause of the issue is resolved and no other issues have appeared. Return to top

Next: Bluetooth Service Diagnostic Overview

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

Apple Hardware Test Questions 1. Which of the following items should NOT be connected to a Mac Pro while using Apple Hardware Test? (Choose all that apply) SmartMedia reader USB External Drive Apple Keyboard

External FireWire Drive 2. How do you use Apple Hardware Test? To use the Apple Hardware Test on Intel-based Mac computers, restart your computer while holding down the D key until the "Loading..." icon appears, then you may release the D key. Loading will take approximately 45 seconds. The Apple Hardware Test main screen will appear. Follow the on-screen instructions and recommendations. 3. What is the difference between Quick Test and Extended Test? Quick Test-- An abbreviated test of the computer's major components. This test should be used when you don't have time to run the extended tests. The tests take one to three minutes to complete. Extended Test--A thorough test of the computer's components. This is the recommended test for obtaining a complete evaluation of the computer's hardware. The tests take about four to eight minutes to complete, but could be longer. The length of the test mainly depends upon the amount of RAM installed in the computer. 4. Which of the following hardware components does Apple Hardware Test check? AirPort card keyboard inverter board display module memory video 5. What does an error code of "mem_X/X" signify? It signifies that memory should be replaced. 6. What keyboard command toggles looping mode on and off? Control-L 7. You are using AHT to check a Mac Pro (8x) and get a test error code of "4MEM /a /b c". What is the first step Apple recommends you take?

If multiple memory modules are installed, remove only one, then retest.

Apple Service Diagnostic Questions 1. How do you boot an ASD optical disc? Place the ASD disc into the optical drive and start up while depressing the C key on PowerPC-based Mac computers or the D key for Intel-based Mac computers. 2. What two looping options does ASD offer? number of looping tests and elapsed time of looping tests 3. Describe a known issue regarding ASD tests of VRAM When testing the Video RAM, the screen display may appear blank or appear to be turned off, for extended periods of time, depending on how much Video RAM is installed. 4. What two steps does Apple recommend you take before starting up from the ASD disc? Turn the computer off and on Check cables, peripherals, and user controls 5. What is the minimum size required for a USB hard disk to use with ASD? An external USB 2.0 hard disk with at least 8 GB or larger capacity is required for use with ASD. 6. What are the two USB hard disk partition sizes required for use with ASD? For ASD OS, the partition size must be 7 GB or larger. For ASD EFI, the partition size must be 1 GB or larger. 7. Can you use a FireWire hard disk or USB flash 'thumb' drive instead of a USB hard disk to start up ASD?

No. A USB hard disk is required; ASD is not designed or supported for use with this type of media. 8. What keyboard key do you hold down to enter Startup Manager? The option key (also known as the 'alt' key) 9. What is required to perform a full suite of ASD diagnostics on a Mac? In order to run a complete suite of diagnostic tests using ASD, you must boot and run all test selections for both ASD EFI and ASD OS tests, in turn. The OS tests should include both OS Stand Alone tests and OS User Interactive tests.

Next: This concludes the Diagnostics course.

Embedded Battery Safety

Introduction

Custom made Lithium-polymer batteries allow the MacBook Air and MacBook Pro to be incredibly thin and light; as well as run for hours on a single charge. Due to the delicate nature of these rechargeable batteries, special care must be exercised when servicing these Apple portable products. This course will cover important safety precautions and battery handling procedures.

Service Q ualification Exam

Specific products may require technicians to complete this course, a product specific course and pass a service qualification exam in order to perform repairs and order parts. Refer to GSX for additional information.

Lesson Overview

Lesson Objectives
Upon completion of this course you should be able to:

! ! ! !

Explain the importance of exercising special care when handling lithium ion/polymer batteries. Demonstrate the proper and safe handling of batteries and top case assemblies with battery. Recognize and identify signs and symptoms of damaged batteries and top case assemblies with battery. Respond to various battery and top case assembly with battery damage events.

Audience

Prerequisites

Time Required

Service Technicians
About Embedded Batteries

None

Approximately 45 Minutes

Apple portables come with batteries that are directly embedded into the computer's case. This allows for thinner and lighter designs while still maintaining long battery life.

Cell Packs
Cell packs (containing chemical electrolyte), are the actual parts of a battery that are recharged, hold energy and provide power to the portable computer.

Because they are soft and exposed (not shielded by a protective enclosure or cover) they can be inadvertently punctured or damaged.

Top Case Assem bly with Battery

Batteries for some Apple portable products are built into the top case assembly (such as the MacBook Pro (Retina, Mid 2012) and MacBook Pro (Retina, 13-inch, Late 2012).

Replacing a defective battery will require replacement of the whole top case assembly. Batteries in these assemblies are NOT stand-alone parts. Refer to GSX for more information.

Never attempt to separate or remove the battery from a top case assembly with battery.

Battery Safety Procedures

Use care when handling the battery or top case assembly with battery. Always exercise proper safety procedures. Damage to a battery may result in a thermal event.

1.

Handle the battery or top case assembly with battery by the edges, with two hands at all times.

2. 3.

Do not lift or hold the battery or top case assembly with battery using the cable or connector. Never drop, stack, puncture, press, crush, twist, torque, strike, squeeze or apply unnecessary pressure to an actual battery, its cell packs (or top case assembly with battery).

4.

Inspect the battery for dents, scratches or other possible defects. Refer to the Visual Battery Inspection section of this training module.

5.

Always replace a dropped battery or top case assembly with battery. They may have an abnormal charge current or voltage that can possibly lead to thermal issues.

6. 7. 8.

Never expose batteries, exposed cells or top case assemblies with battery to liquid. Never apply liquid or water onto a battery experiencing a thermal event. Keep batteries, top case assemblies with battery and computers away from heat and open flames. Store them in a cool dry place.

9.

When the bottom case is removed, keep the protective battery service cover on the battery at all times.

10. When replacing a battery or top case assembly with battery, use the battery cover as directed by the product's service guide. 11. Always ship or transport batteries or top case assemblies with batteries in its original packaging. It should be bagged and properly packed in the original packaging as shown in the Returning Packaging section of this training course. Be sure required IATA Caution and Packing List labels are attached to the packaging.

If something unusual is noticed (such as an odor, discoloration, deformity, or overheating), disconnect and stop using the battery. Follow the safety guidelines contained in this training course.

Workstation Setup

Play
Watch workstation setup video

W orkstation Criteria
Designated workstations used to service portable computers should meet the following criteria:

! ! !

Non-flammable and ESD safe workbench Adequate ventilation Unobstructed access to a portable fire extinguisher (CO2 or dry chemical rated ABC or equivalent) located within 20 feet (6.1m) travel distance of the workstation.

Keep com bustible m aterials away

Be sure to keep paper and other combustible materials at least 4 feet (1.2m) away from the workstation.

Additional safety procedures

!
The work area should be near locally available safety equipment.

! !

Steel-toed shoes are recommended when handling a large container of batteries or top case assemblies with battery. Check with local management on additional protocols and procedures regarding workstation setup and safety.

Equipm ent Checklist

! ! ! ! ! ! ! ! ! ! ! !
Lab apron Nitrile/latex gloves Thermal resistant gloves Safety glasses or goggles Fire extinguisher (CO2 or dry chemical rated) Fire safety box (recommended)

M aterials Checklist
Baking soda (sodium bicarbonate) or sand Liquid acid neutralizer Chemical absorbent pads Cleanup brush Tongs (non-conductive) Sealable disposable bags (large enough to fit a top case with battery)

O rdering safety equipm ent and supplies

Refer to Apple Support article HT5298 for information on ordering recommended safety equipment and supplies.

Service Tools

Special tools are used to remove and replace batteries (or top case assemblies containing batteries) in Apple portables. As required tools may vary from product to product, consult the appropriate service guide in GSX for required tools and use instructions.

Always use the correct tools as instructed by the product's service guide. Incorrect tools or improper use can result in damage.

Battery Cover

The battery cover can prevent items such as loose parts, tools, and screws from unintended contact with the actual battery surface.

Apply and attach the battery cover:

! ! ! !
Immediately after opening the computer (removing the bottom case) Before beginning battery removal (or battery with top case removal) Prior to installing a replacement battery (if a cover is not already attached) When preparing to package a battery for shipment Depending on the computer model, covers are equipped with tabs, adhesive, magnetic or plastic clips used to secure itself to the battery.

Protect the exposed cells of embedded batteries at ALL times!

Use the Correct Battery Cover

Depending on the product, battery covers vary in size and design. Only use the correct battery cover for the product being serviced.

If the correct battery cover is not available, or it is worn, torn, or damaged in any way, STOP the repair and order a replacement battery cover. Refer to the product's service guide in GSX for the correct part number.

W hen to Rem ove Battery Cover

Only remove the battery cover immediately before installing the computer's bottom case.

Upon rem oval of the battery cover:

! !
Inspect the battery for any damage or debris. Pay special attention to any dents, divots, dots and scratches; these can result in thermal events with prolonged use over time.

Battery covers can be reused as long as it is free of dust, dirt, or damage.

Visual Battery Inspection

To ensure safety and performance of the batteries, inspect and verify the condition of the cells when performing service. Cosmetic issues you may encounter include:

! ! !

Dents or dot imprints Scratches or imprinted lines Swelling

Inspection instructions
1. 2. 3. Make sure there is sufficient lighting in the area. View the battery from about one foot away. Exercise special care to avoid accidental damage to the cell packs when measuring cosmetic issues.

Note: If you have an imminent safety concern about a scenario you have encountered (regardless if the scenario falls outside of these guidelines) follow your normal safety escalation path.

Cosm etic Issue: Dents or Dot Im prints

If dents or dots exceed these guidelines, replace the battery/top case assembly with battery.

Diameter Less than or equal to 0.5mm Greater than 0.5mm, equal to or lesser than 1.0mm Greater than 1.0mm, equal to or lesser than 1.5mm Greater than 1.5mm, equal to or lesser than 2.0mm

Total Number of Dents/Dots 10 or less 6 or less 3 or less

Important: The depth of any dent or dot shouldn't exceed a depth greater than half the diameter of the dent or imprint. For example, a dent 1mm wide should not be greater than .5mm deep.

Cosm etic Issue: Scratches

If scratches exceed these guidelines, replace the battery/top case assembly with battery.

Diameter Less than or equal to 15mm Greater than 15mm, equal to or lesser than 30mm Greater than 30mm, equal to or lesser than 40mm

Total Number of Scratches 5 or less 3 or less 2 or less

Cosm etic Issue: Swelling

If the battery is swollen, replace the battery/top case assembly with battery. First exercise the procedures outlined in the Scenario: Swollen Batteries section of this training course.

Removal and Replacement

Im portant First Steps

Immediately after opening the computer (removing the bottom case): 1. 2. Apply a battery cover to the battery Disconnect the battery from the logic board (disconnect battery cable or remove BMU interlock screw) Next Steps: Battery/top case assembly with battery removal and replacement techniques vary from product to product. As a result, specific procedures will not be covered in this course. Refer to the appropriate service guide in GSX for product specific instructions.

Rem inder: Top case assem bly with battery

Batteries for some products are built into the top case assembly (such as the MacBook Pro (Retina, Mid

2012) and MacBook Pro (Retina, 13-inch, Late 2012). NEVER attempt to separate or remove the battery from the top case as it is not a stand alone part. Replacing a defective battery will require replacement of the whole top case assembly. Refer to GSX for more information.

Do not overtighten screws

When replacing a battery, tighten the battery's screws finger tight. Do not overtighten them by any amount as irreparable damage to the battery pack can result.

Return Packaging
Embedded batteries and top case assemblies (containing batteries) ship in special packaging. Always use this original packaging when transporting or returning these parts to Apple. If either box has been damaged or lost, order a replacement service package. The service package includes:

Outer cardboard box Inner cardboard box ESD bag and yellow label (see below)

Service packages for top case assemblies (containing batteries) include:

Outer cardboard box, foam frame and padding, labels, and an ESD bag.

Always use tape to seal boxes. Do not use staples!

Always ship or transport with a battery cover

When returning a battery to Apple, reuse the battery cover that was included with the known good battery (or top case assembly with battery). If the battery cover was lost or damaged, order a new one. Never attempt to transport or ship a battery (or top case assembly with battery) without the battery cover.

Part num bers

Refer to GSX for the correct replacement service package or replacement battery cover part number(s).

Emergency Responders

IM PORTANT
Only properly trained and equipped emergency responders should handle the situations in the next four sections: 1. 2. 3. 4. Hot Batteries Swollen Batteries Leakage Event Thermal Event

Scenario: Hot Batteries

When a batterys temperature rises above safe operating temperature, it can be potentially hazardous.

Response
1. 2. 3. Clear work bench of any materials or debris. Put on thermal gloves, safety goggles or glasses, and apron. In the case of an external short circuit, unplug the computer's power adapter. The battery should immediately start to cool. 4. Using tongs to hold the battery or top case with battery, place it in the fire safety box for at least 2 hours. (If the battery or top case with battery is not easily removed, place the entire system in the fire box. 5. Dispose of batteries according to Apple disposal procedures and local regulatory requirements.

If the hot cell persists

If the battery or top case with battery doesnt cool significantly after 2 hour there an increased likelihood of a thermal event. Refer to the thermal event section of this module for additional guidance.

Scenario: Swollen Batteries

Damage or overheating of a soft cell battery may cause it to swell with gasses. These gasses may be flammable and can pose a health risk.

Caution
Do not puncture, crush or attempt to flatten a swollen battery.

Response
1. 2. 3. 4. Put on chemical resistant gloves, lab apron, and safety goggles or glasses. Prepare an absorbing pad in case it is needed. Prepare a disposal bag. Clear work bench of any materials or debris.

5.

Unplug the computer's power adapter. If the battery or top case with battery is hot, it should immediately start to cool.

6. 7. 8. 9.

When the battery or top case with battery is cool, wrap it in an absorbent pad. Place the wrapped battery or top case with battery into a disposal bag. Put the disposal bag containing the wrapped battery into the fire safety box. Dispose of batteries according to Apple disposal procedures and local regulatory requirements.

Scenario: Leakage Event

In the event of a leaking battery, keep everyone at a safe distance. Do not touch or walk through any spilled electrolyte.

Response

Caution
Immediately eliminate any ignition source or debris near or around the battery. 1. 2. 3. 4. 5. 6. Clear work bench of any materials or debris. Put on nitrile/latex gloves, lab apron, and safety goggles or glasses. Apply liquid acid neutralizer to the spilled electrolyte. Use tongs to pick up the battery / top case with battery. Wrap the battery / top case with battery in an absorbent pad. Place the wrapped battery / top case with battery in a disposal bag with any contaminated absorbent material. 7. 8. 9. Put the disposal bag in the fire safety box. Use liquid acid neutralizer (preferred) or baking soda to clean the area of the spill. Wipe down the spill area with your regular cleaning solution.

10. Dispose of batteries according to Apple disposal procedures and local regulatory requirements.

Scenario: Thermal Event

In the unlikely event that a battery is involved in a thermal event, the primary concern is personal safety.

Never use water to suppress a battery fire!

If you are trained to do so, use a portable fire extinguisher. Fire extinguisher should be CO2 or dry chemical (rated ABC or equivalent).

Caution!
When properly trained emergency responders cannot extinguish a fire within 10 seconds, immediately call 911 or the local emergency service. Vacate the area in accordance with normal evacuation procedures for your location.

Response (Once the therm al event is contained)

Proceed with the following steps: 1. 2. 3. 4. 5. After containment, leave room for 15 minutes before re-entering. Put on chemical resistant gloves, lab apron, and safety goggles or glasses. Use tongs to place the battery in a disposal bag. Place the disposal bag and its contents into a fire safety box for a minimum 2 hours. If employees are injured or were exposed as a result of the thermal event, notify your company's management and Environmental Health and Safety (EHS) department. 6. 7. 8. Use liquid acid neutralizer (preferred) or baking soda to clean affected areas. Wipe down the affected area with your regular cleaning solution. Dispose of batteries according to Apple disposal procedures and local regulatory requirements.

First Aid Response

In case of exposure to smoke, fumes, or electrolyte from a leaking battery or cell, follow these general first aid procedures.

Inhalation
1. Move victim to fresh air. If needed: 2. 3. Call 911 or other emergency medical service. Take appropriate first aid/CPR actions as necessary (only if you have been properly trained to do so).

Skin or eye contact

1. 2. 3. 4. Remove and isolate contaminated clothing and shoes. Call 911 or emergency medical service. In case of contact with internal battery materials or fluids, immediately flush skin or eyes with running water for at least 20 minutes. Ensure that medical personnel are aware of the material(s) involved and take precautions to protect themselves.

Disposal Procedures
Under normal circumstances, all batteries should be sent back to Apple for proper disposal.

W hen to dispose a battery or top case with battery

Do not ship batteries or top case assemblies (containing batteries) that were:

! ! ! !

Damaged Exhibited excessive heat Leaked electrolyte Currently or previously swollen Dispose of batteries with these conditions locally in accordance with local, state and federal laws.

How to dispose a battery or top case assem bly with battery

Dispose of the spent battery according to local environmental laws and guidelines.

Resources
! ! ! ! ! ! !
Apple Portables: Battery terminology and key concepts Apple Portables: Troubleshooting swollen or expanded batteries About MacBook Pro (Retina, Mid 2012), MacBook Pro (Retina, 13-inch, Late 2012) and MacBook Air embedded battery safety Air shipment regulations for lithium-based batteries beginning January 1, 2009 Intel-based Apple Portables: How to replace or service a built-in battery MacBook Air (Late 2010 and later) and MacBook Pro (Retina, Mid 2012): Visual battery inspection OS X Mountain Lion: If your battery wont charge
Copyright 2013, AppleCare

Terms of Use Privacy Policy

ESD Precautions
Getting Started
Welcome to the ESD Precautions course. In this course, you will review how electrostatic discharge (ESD) can damage equipment. In addition, you will be shown work practices that can guard against such damage. Please note that the topics covered in this course are the basis for the ESD sections of both ACMT Certification and Recertification Exams. Those sections MUST be passed in order to pass those exams. If you do not pass an ESD section, even a perfect score on the remainder of the exam will still result in a failed exam.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory

Time Required

20 minutes

Course Objectives

Correctly identify the effects of ESD damage on a given IC component in 1 minute. Identify the correct tools to use in an ESD-safe working environment in 1 minute. Use proper tools, equipment, and procedures to configure a workspace that minimizes or eliminates the occurrence of electrostatic discharge damage in 10 minutes. Return to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course.

As you go through the course, answer each of the exercise questions. 1. What does ESD stand for? A. electronic surveillance device B. electric shock damage C. electrostatic discharge D. electronic software distribution 2. ESD can damage a computer by: A. decalibrating the CRT B. damaging sensitive chips C. starting a fire in the enclosure D. damaging the laser in the optical drive 3. Which THREE of the following should you keep away from an ESD-safe workbench? A. plastics B. polyester clothing C. foam rubber D. Styrofoam E. ion generator F. alligator clips

4. Do NOT wear a grounded wrist strap when you: A. discharge a CRT B. handle a logic board C. open a computer case D. work at a customer site 5. To reduce the risk of ESD damage, handle all circuit boards by the _________________. A. pins B. body C. edges D. connectors E. exposed circuitry 6. To reduce the risk of ESD damage, A. ground yourself B. make sure the equipment is on C. keep the equipment on a metal surface D. touch the equipment to plastic 7. To reduce the risk of ESD damage, do not touch anyone who is working on: A. a CRT B. an expansion bay C. a photo conductor assembly D. a circuit board 8. To reduce the risk of ESD damage, use static-shielding _____. A. mats B. bags C. clips D. straps 9. There are four basic pieces of equipment needed to reduce the risk of damage from ESD. Which one of the following is NOT one of the four? A. grounded mat B. wrist strap C. plastic storage bags D. ground cord with alligator clips E. ground polarity tester 10. ESD-preventive equipment reduces the risk of damage from ESD by: A. eliminating electrostatic charge

B. storing electrostatic charge C. dispersing electrostatic charge D. increasing electrostatic charge Back to top

Next: ESD Damage

ESD Damage

What Is ESD? ESD Risks ESD Solutions

What Is ESD? Static electricity, a normal and natural phenomenon, builds up on your body as you walk around. In fact, static electricity is created any time that two dissimilar materials rub against each other (such as shoes and carpet) and then pull apart. The word 'static' simply means that the electrical charge builds up on one of the two materials because it has nowhere to go. That is, until the charged material (this could even be your body) comes close to another material that has a different charge, or no charge at all. Then, like water trying to seek its own level, this accumulated electrical charge immediately discharges between the two materials in a tiny spark. This is what is known as Electro-Static Discharge (ESD). You experience an electrostatic discharge (ESD) when you touch an object and feel a spark.

ESD Risks The discharge of static electricity near active electronic systems can cause memory

corruption or temporary failures. It can cause irreparable damage to sensitive chips and printed circuitry of electronic components. Such damage is basically a hole blasted in the integrated circuit by the ESD. It can be a very small hole but can result in hard-to-trace computer behaviors. While only a few volts of static electricity can damage an integrated circuit, you can pick up a static charge of several hundreds of volts by simply walking across a room. The movement of you, your clothing, and the surrounding air combine to make this accumulation of charge possible. The nasty aspect of such damage is that it may not be readily detectable under conventional testing or use. Plastic utensils, polystyrene products, polyester clothing, and even the ungrounded touch of your hand can carry sufficient electrostatic charges to damage electronic components. The act of damaging electronic components with ESD (even if accidental) obviously works directly against your service goals, which are:

to properly and quickly repair a customer's computer to minimize repeat repairs (especially those due to latent component failures)

ESD Solutions ESD guidelines are described in detail on the following pages, but the basic premise of these guidelines is to electrically connect the equipment being serviced, your body, and the workbench together to a good Earth ground, in a particular way, so that it is virtually impossible for any one of these materials to build up a static electrical charge relative to the others. Please be aware of the dangers of ESD damage and follow these steps you every time you work with the ESD-sensitive components inside Mac computers.

Handle all components by edges Ground yourself...except when the unit is plugged in Don't place components on metal surfaces Don't touch anyone while grounded Use static-shielded bags for storing components

Keep non-conductors (polyester, vinyl, styrofoam) away from components 70-90% humidity is good Use ion generator if possible Clean ESD mats regularly Back to top

Next: ESD Myths

ESD MYTHS
Some popular misconceptions:

I don't use ESD precautions and have never had a problem.

o

How would you know? You may be damaging parts in ways that do not show up immediately via system performance or diagnostic routines. Apple has tested for ESD damage and consistently found that mishandling components and computers creates IC damage.

I don't have time to be tied down with wrist straps and mats.
o

Mishandling components creates DOA parts that slow down repairs and drive customer dissatisfaction. In addition, you can set up work areas using heel straps instead of wrist straps. This leaves your hands free.

If Apple was really serious about ESD precautions, it would not tell customers to just touch metal before replacing DIY parts.
o

Customers replace far fewer parts than service technicians. Since it is difficult to train customers in the best ESD techniques, Apple asks them to practice a less effective procedure that they can readily do.

Only RAM and logic boards require ESD precautions. Everything else is shielded o Not true. Most components have some circuitry. In addition, replacing a component such as a cable may require handling many other components that contain ICs. It is far wiser to take ESD precautions whenever you have to open up a computer.

You do not have to be hardwired to ground to practice correct ESD precautions.

o

There are some products which claim to ground you without the use of direct connections to ground. Such "wireless" solutions have not been proven. Use a grounded wrist strap or heel strap. Those work.

Next: ESD Guidelines

ESD Guidelines

Steps for ESD Guidelines

Steps for ESD Guidelines Follow these guidelines to reduce the risk of ESD damage: 1. Handle ALL circuit boards, such as logic boards, video cards, memory DIMMs, hard drives assemblies, optical drive assemblies, etc. by the board's or assembly's edges only. Treat any and all internal assemblies with circuit boards on them as ESD sensitive; this includes hard disk drive and optical drive assemblies. Avoid touching any edge connectors on any circuit boards and assemblies. Avoid touching or handling any components on the surfaces of these boards and assemblies. Never handle or pick up any circuit board by its components, such as a heat sink, because of the risk of damaging or destroying the board by accidentally pulling off components this way. 2. Before working on any circuit board or assembly containing ESD-sensitive circuits, ground yourself and the equipment you are working on to an earth or building ground. Use a grounded conductive workbench mat and a grounding wrist strap, and ground the equipment to the mat.

ESD Mat and snap fastener with lead to ground (shown disconnected): 3. Make sure you are NOT grounded when: - you work on plugged-in equipment - you discharge a cathode-ray tube (CRT) - you work on an unplugged CRT that has not been discharged - you are performing live adjustments 4. Never place components on any metal surface. Metal surfaces can hold a static charge that will damage sensitive electronic parts. Use antistatic, conductive, or foam rubber mats. 5. Do not touch anyone who is working on ESD-sensitive circuits or circuit boards of any kind. If you touch someone who is properly grounded, your "zap" or body charge may not cause any damage, but just to be safe, keep your own body charge away from other technicians. 6. Use static-shielding storage bags for boards and assemblies with circuit boards on them. Before you leave your bench to take a board to a storage place, put the board in a static-shielding bag. Leave all Apple replacement modules in their ESD-safe packaging until you need them.

Static-Shielding Bag 7. Do not wear polyester clothing or bring plastic, vinyl, or Styrofoam into the work environment. The electrostatic field that surrounds these nonconductors cannot be totally removed.

8. If possible, keep the humidity in the service area between 70% and 90%, and use an ion generator. Charge levels are reduced (but not eliminated) in highhumidity environments. 9. Using an ion-generator helps neutralize the charge surrounding nonconductors. However, this type of device can't provide total protection because the static charges often cause ESD damage before the neutralizing process eliminates the charge. 10. If you have ESD mats in your service area, it is important to clean them at least once a week. To clean them you need to use a cleaner that is specifically designed for ESD mats. Otherwise the mats will not ground equipment placed on them. Back to top

Next: Essential Components

Essential Components

What You Need

What You Need An ESD-compliant workstation is one that has equipment and materials designed to prevent ESD damage. This is detailed below:

1. a conductive workbench mat and ground cord. When properly grounded, the workbench mat provides a safe place on which to set sensitive components and equipment. Such a mat consists of the following elements: o Layer of conductive mesh sandwiched between rubber layers. o 1 Meg Ohm resistor in grounding connector on mat. o "Soapy" film on surface of mat allows charge to drain away. NOTE: Cleaners for ESD mats restores the "soapy" film. Do not use solvent cleaners on ESD mats. 2. a wrist strap with a built-in 1-megohm resistor and ground cord. The wrist strap grounds you so that you can safely touch sensitive components without "zapping" them. 3. an equipment ground cord with alligator clips. This cord grounds the equipment so that static charges cannot build up; the ground cord is especially important when you are working on CRTs, which can build up static charges even when they are not plugged in. 4. a ground polarity tester. The ground polarity tester verifies proper grounding of power outlets. IMPORTANT: When you work at a customer site, you must take the same precautions to avoid ESD damage.

Take time to make the work area ESD-safe. Use a workbench mat and a wrist strap. (For travel convenience, you may want to use mats that fold up.) Be sure everything is properly grounded. Never set parts on the floor. Back to top

Next: Summary

Summary

In Conclusion

In Conclusion To summarize what you have learned:

Ground yourself and the equipment you are working on. Do not touch anyone who is working on ESD-sensitive circuits or circuit boards of any kind" Use static-shielding storage bags for boards and ICs. Handle all ICs by the edges. Do not wear polyester clothing or bring plastic, vinyl, or Styrofoam into the work environment. Never place components on a metal surface. Do NOT wear a wrist strap when discharging a CRT. Keep the humidity between 70% and 90%. Remove all ESD hazards from your person and work area. Use the ground polarity tester to verify proper grounding of the power outlet. Lay out and ground the conductive workbench mat. Fasten and connect the wrist strap to your wrist and connect it to the workbench.

Next: Exercise Answer Key

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. What does ESD stand for? A. electronic surveillance device B. electric shock damage C. electrostatic discharge D. electronic software distribution 2. ESD can damage a computer by: A. decalibrating the CRT B. damaging sensitive chips C. starting a fire in the enclosure D. damaging the laser in the optical drive 3. Which THREE of the following should you keep away from an ESD-safe workbench? A. plastics B. polyester clothing C. foam rubber D. Styrofoam E. ion generator F. alligator clips 4. Do NOT wear a grounded wrist strap when you: A. discharge a CRT B. handle a logic board C. open a computer case D. work at a customer site 5. To reduce the risk of ESD damage, handle all circuit boards by the _________________. A. pins B. body C. edges D. connectors

E. exposed circuitry 6. To reduce the risk of ESD damage, A. ground yourself B. make sure the equipment is on C. keep the equipment on a metal surface D. touch the equipment to plastic 7. To reduce the risk of ESD damage, do not touch anyone who is working on: A. a CRT B. an expansion bay C. a photo conductor assembly D. a circuit board 8. To reduce the risk of ESD damage, use static-shielding _____. A. mats B. bags C. clips D. straps 9. There are four basic pieces of equipment needed to reduce the risk of damage from ESD. Which one of the following is NOT one of the four? A. grounded mat B. wrist strap C. plastic storage bags D. ground cord with alligator clips E. ground polarity tester 10. ESD-preventive equipment reduces the risk of damage from ESD by: A. eliminating electrostatic charge B. storing electrostatic charge C. dispersing electrostatic charge D. increasing electrostatic charge

Next: This concludes the ESD Precautions course.

Hardware Service Issues

Getting Started
Welcome to the Hardware Service Issues course. Apple products are known for their imaginative design. This course concentrates on the service issues that apply to the wide variety of Apple's innovative computers.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety

Time Required

120 minutes

Course Objectives

Given an Apple hardware device, identify the model and technical specifications of that device in 2 minutes. Use Apple documentation to locate the serial number of a given product in 1 minute. Use Apple systems and a given serial number to identify the AppleCare-specific name for that product in 1 minute. Return to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course.

As you go through the course, answer each of the exercise questions. 1. Using available Apple resources, locate the AppleCare name for computers with the following serial numbers: a. b. c. d. QP63401PVUV G86353DWUQ2 4H6181GYVMM W8618001THY

2. Locate the correct service manual for each of the computers shown above. 3. Where is the serial number located physically on a MacBook Pro? 4. Review specifications for the following computers: a. b. c. d. MacBook Mac Pro iMac (Mid 2007) MacBook Pro (Mid 2009)

5. Download the Service Manual for the original Mac mini and review how you

must open the case. Do the same for the iMac (17-inch Late 2006) and the iMac (24-inch Mid 2007). 6. Locate service issues for the Mac Pro (8x) using Knowledge Base. Back to top

Next: Finding AppleCare Names

Finding AppleCare Names

Product Names Finding a Name The All-Important Serial Number Online Resources - GSX Online Resources - Apple Support Page

Product Names Current Apple computer products fall into the following categories:

iMac Mac mini Mac Pro MacBook MacBook Pro MacBook Air Xserve

The preceding generation of products fell into these categories:

iMac Mac mini eMac Power Mac G5 iBook G4 PowerBook G4

Xserve

Different models in the same general group may look very similar but differ in how you diagnose and fix them. Diagnostics, Service Manuals and parts are based on the specific model. AppleCare gives each new product release a distinctive name - the AppleCare name - which appears on all service materials for that particular release. You need to know the AppleCare name of the model you are repairing in order to match correct parts and solutions.

Finding a Name Let's say that you have a computer that looks like this:

This computer could be a Power Mac G5 or a Mac Pro. Apple released five different versions of the Power Mac G5 starting in 2003 and finishing in 2005, in addition to the Mac Pro models. Which model is it?

The All-Important Serial Number If you can find the serial number, you can identify which model you have. Let's assume that you locate the serial number on the back of the computer.

NOTE: If the computer was bootable, you could get the serial number via System Profiler:

The serial number is as follows: G88081B9XYK

Online Resources - GSX If you are working at an Apple-Authorized service facility, you have access to Global Service Exchange (GSX). (We briefly reviewed this resource in the References course.) On the GSX home page, you have the option of entering a serial number and selecting Coverage Check.

Once you have made that selection, you will see a screen similar to this one:

This screen tells us that the unit is a Mac Pro (Early 2008).

Online Resources - Apple Support Page If you do not have GSX access, there is another way to get the AppleCare name for this product. If you go to www.apple.com/support you will see a page similar to this one:

Enter the serial number for your product and you will see the support page for that product:

Select Online Service Assistant, and you see this page:

Enter the serial number, you will get a screen similar to the one shown here:

Once again, you have the correct AppleCare name for the product. It is a Mac Pro (Early 2008). Back to top

Next: Using AppleCare Names

Using AppleCare Names

Using a Name - Correct Diagnostics and Manuals

Using a Name - Correct Diagnostics and Manuals Once you have the correct name for a product, you can readily access the correct diagnostics and service manuals via Service Source.

You can access different types of information by selecting from product menus. More detailed information on locating product information is found in the References course. Back to top

Next: Serial Number Locations

Serial Number Locations

Serial Numbers and Non-Booting Computers Support Site Search Example

Serial Numbers and Non-Booting Computers If you need a serial number but the computer does not boot and System Profiler is not an option, you can look up the physical serial number locations of different products in the Apple Support site.

Support Site Search On the Support Site search for "How to find the serial number of your Apple hardware product". The result will be Apple Support Article HT1349.

This article gives you access to a variety of references. These are updated frequently but may not have every new model listed.

Example To find a serial number for a PowerBook G4, click the "Locating your PowerBooks serial number" link from the product list provided, identify your computer from the illustrated list that appears, and click the document number on the right of the page to see the serial number's location. Choosing the "Locating your PowerBook's serial number" article link gives you this result:

The document link provides an illustration of the serial number location.

Back to top

Next: Serial Number Reformat

Apple Specifications

How to Find Specifications Specification Importance Compatibility Expansibility

Capability

How to Find Specifications Go to the Specifications site at Apple Support: http://support.apple.com/specs/

This resource gives you quick access to specification information for most Apple products.

Specification Importance To an Apple Technician the specifications that matter most are:

Compatibility Expansibility

Capability

Compatibility A common question is whether a particular component will work with a particular system. RAM for memory upgrade is probably the best example. Determining whether older RAM will work in a new system requires that specifications for both computer models be reviewed and compared.

Expansibility This is the expansion capacity - the ability to add peripherals to a system. For example, to use a USB 2.0 external drive on a system, a USB 2.0 port must be available.

Capability Some service issues are based on incorrect perceptions of a specific model's capability. For example, A Mac mini customer who wants to attach an Apple Cinema Display (30-inch DVI) will be disappointed unless he is advised of the mini's capability. He can use up to a 23" Cinema Display but not the 30-inch model. Back to top

Next: Upgrades

Upgrades

Overview

Software Upgrades Hardware Upgrades Why Upgrades Matter to Service Technicians Mac OS Requirements Applications Compatibility RAM Compatibility Older Peripherals New Peripherals and Older Computers

Overview Upgrades for computers can be divided into two major categories, software and hardware.

Software Upgrades Software upgrades on Mac computers can be made by using Software Update from within the Mac OS, installing a major OS upgrade via a number of installation options, or by installing new applications. In most cases, customers can perform these activities on their own. Support article HT1444 "Software update, upgrade--what's the difference?" provides more information on updates and upgrades.

Hardware Upgrades Hardware upgrades are more complex if they require an internal installation. Most Mac computers (excepting Power Mac G5 or the Mac Pro) are not designed for easy access to the interior of the computer.

Why Upgrades Matter to Service Technicians Upgrades impact your work when you are trying to add capabilities to a customer's

Mac. Some common problem scenarios are:

Customer wants to upgrade the OS on a Mac that is not supported by that OS. Customer wants to install software that is not supported by the computer. Customer wants to have more RAM installed than is supported by the computer. Customer wants to use older peripherals with a new computer. Customer wants to use new peripherals on an older Mac.

Let's briefly review what is involved in each situation.

Mac OS Requirements With each major release of the Mac OS, you will see differing requirements for supported hardware. Let's look at the requirements for Mac OS X v10.6.

Mac computer with an Intel processor 1GB of memory 5 GB available space on hard disk Hard disk must be formatted as Mac OS Extended format. DVD drive for installation from DVD media

If the computer does not have all these elements, you cannot install Mac OS X v10.6

Applications Compatibility You may install applications only on a Mac that meets both the hardware and software (OS) requirements of the applications. For example, iLife '11 requires the following hardware and OS specifications:

Mac computer with an Intel processor 1GB of RAM Approximately 5GB of available disk space DVD drive required for installation. Burning DVDs requires an Apple SuperDrive or compatible third-party DVD burner Display with at least 1280 x 768 pixel resolution

GarageBand Learn to Play requires a Mac with an Intel Core Duo processor or better AVCHD video from supported video cameras requires a Mac with an Intel Core Duo processor or better 24-bit recording in GarageBand requires a Mac OS X-compatible audio interface with support for 24-bit audio

RAM Compatibility Upgrading RAM can be confusing. For example, a customer wants to use their old RAM (from a Power Mac G5 Dual 2.5 GHz) to upgrade their Mac Pro. You will not be able to help this customer because the type of RAM used in the Mac Pro has a completely different design than that used in the Power Mac G4 Dual 2.5 GHz computer. The specifications for the Power Mac memory are 533MHz DDR2 SDRAM (PC24200). The specifications for the Mac Pro state that it comes with 1GB (2 x 512MB) of 667MHz DDR2 Fully-buffered DIMM ECC. In addition, the type of RAM used in the Mac Pro requires a heat sink on each memory module. Here you see a Mac Pro memory module with and without the required heatsink.

Older Peripherals
I/O Compatibility

Current peripherals can use Ethernet, USB, FireWire, AirPort, or Bluetooth to connect to Mac computers. Older peripherals may have used Apple Desktop Bus (ADB), serial ports, Small Computer System Interface (SCSI), or LocalTalk to connect to an older Mac model. You must ensure physical connectivity between a computer and a peripheral in order to make the combination work.
Drivers

For many peripherals, the Mac OS X system already has the appropriate drivers to connect to them. For older peripherals, there may or may not be drivers available to make the peripheral functional. To locate up-to-date drivers, you will often need to go to the manufacturer's website to hunt them down.

New Peripherals and Older Computers

New peripherals may have an I/O requirement that an older computer does not meet. For example, a Bluetooth phone works only with a Bluetooth enabled Mac. Customers may not know what their computer can and cannot do, so checking specifications will provide current information. Back to top

Next: Component Layout

Component Layout

Overview Basic Components Specific Components Comparison - iMac G5 and iMac G5 iSight Layout Issues

Overview Service technicians need to be able to work efficiently with a large variety of different computers. Mac computers, in particular, may differ greatly from model to model in terms of how parts are accessed for replacement.

Basic Components All computers have some basic parts in common. In the Basic Computer Theory and Terms course, you were introduced to a list of such components:

input devices such as keyboards and mice output devices such a monitors and speakers a "box" containing the computer's central processing unit (CPU) memory (RAM) disk drives external ports

video circuitry

Getting access to these components for troubleshooting and servicing varies greatly with the individual model. Let's take the example of the original iMac G5 and the iMac G5 (iSight) and see how different these computers actually are when it comes to doing repairs.

Specific Components Comparison - iMac G5 and iMac G5 iSight Computers that look the same may have very different servicing requirements. The original iMac G5 was intended as a computer that a customer could readily service on their own. Once the back cover is removed, there is a 'tray of parts' - i.e. most components are on one level. This allowed customers to replace hard drives, power supplies, and optical drives. The iMac G5 (iSight) introduced later, looks similar on the outside to the original iMac G5 but the component layout is dramatically different.
Original iMac G5

You must replace the hard drive in an iMac G5 (17-inch) model. To access the drive, you remove the back cover and find the following layout:

The hard drive is readily accessible and can be replaced fairly quickly.
iMac G5 (iSight)

In contrast, the iMac G5 (iSight) in the same screen size requires the following parts be removed prior to accessing the hard drive:

Access door Front bezel Lower EMI shield Display panel

You enter the computer from the front rather than from the back as you did on the original iMac G5. Once you have removed the preliminary parts, you will see this array:

The iMac (iSight) is more time-consuming to service.

Layout Issues Most PCs are built along the same designs and come with moderate differences to accommodate different features. Mac computers, however, incorporate unique design features that have to be addressed when you open each one for service. Issues to consider are:

What special tools are needed to work on the computer? How do you open the computer? What do you need to remove before you can access the part you need to replace? What precautions are necessary when servicing the computer?

The answers to these questions can be found in the technician guides and service manuals for the product. Back to top

Next: Service Manuals Revisited

Service Manuals Revisited

Introduction Special Tools/Opening the Computer What Comes First? Special Precautions

Introduction It is essential that you review the service manual or technician guide on a new computer before you start to work on it.

Special Tools/Opening the Computer A service technician's typical collection of tools and safety equipment is not always adequate for working on Mac computers. Some Power Mac G5 computers, for example, require an unusually long hex key with a ball tip to remove the heat shield. The Mac mini requires a modified putty knife for opening the case. A number of iMac computers require a special card to open the unit. In another example, the service manual for the iMac G5 (iSight) shows that to remove the front bezel you need to use a thin plastic card to spring internal catches via the ventilation slots on the back of the computer.

In later models of iMac, the card was amended to more readily spring the catches. This was done by bending the front quarter of the card forward.

If a technician tried to open the computer without first checking the procedure for doing so, s/he would probably break the front bezel.

What Comes First? Each Mac computer is designed to be taken apart in a specific order. In many cases, there will be multiple parts that have to be removed prior to accessing the part you want to replace. Don't assume parts come out of a Mac in one continuous sequence - there can be many ways into a computer. When beginning a repair that you have not done before, it is best to consult technician guides and service manuals. By doing so, you eliminate wasted efforts and the risk of damaging equipment.

Special Precautions When you review the technician guide or service manual for a newly released model, note any special shock hazards or warnings about sharp edges in the computer.

Back to top

Next: Thermal Issues

Thermal Issues

Overview Fanning the Problem Heat Pipes and Other Solutions - iMac (Flat Panel) Thermal Grease and Thermal Pads Thermal Sensors

Overview All computers produce heat. Generally, the more powerful the computer, the more heat it produces. Every well-designed computer addresses the need to dissipate processor heat efficiently. Mac computers, with their unique form factors, have some equally unique solutions. They have been carefully designed to channel heat from the inside of the computer to the outside air. Let's look at some examples of how Apple has addressed thermal issues.

Fanning the Problem With the introduction of the Power Mac G5, Apple had to take some very special steps to handle the processor heat. There are two components to managing waste heat on the air cooled Power Mac G5. They are:

Fan zones covering specific components Fan control software managed by the OS and SMU

Fan Zones

On the Power Mac G5, airflow is split into four distinct areas (zones) and each area

has its own fans and/or blowers. The four zones are shown here:

Zone 1 - Optical drive and hard disks Zone 2 - PCI and AGP Cards Zone 3 - RAM and processors Zone 4 - Power supply

As stated above, each zone has its own set of fans. A series of plastic baffles and other partitions are installed in the computer to separate the airflow from other zones.
Fan Control Software

The second component is the temperature control software. The OS, working with the System Management Unit (SMU), specifically controls each zone's temperature and will engage the fans at certain speeds dependent on system load or greater use of components in those zones. For example, the optical drive bay fans may push more air if you are burning a DVD, or the PCI zone fans could speed up when playing a 3D-intensive game. This also means that fans will run at full speed when the OS is not available. This occurs when you run Open Firmware based diagnostic such Apple Service Diagnostic

on a Power Mac G5. How to do thermal calibration on such computers is covered in the Diagnostics course.

Heat Pipes and Other Solutions - iMac (Flat Panel)

The iMac (Flat Panel) computers presented their own unique set of thermal challenges. Since all of the heat producing components in the computer are encased in a hemispherical shell, the following techniques were used to avoid cooking the components:

Metal heat conducting pathways or "pipes" channel heat to a heavy metal shell that covers the base of the computer. The shell serves as a heat sink that radiates excess heat to the outside air. Thermal paste is used to ensure proper heat flow along gaps in the heat pipes. The bottom cover of the base is secured to a specified torque to firmly seat heat pipe components together.

These techniques mean that service technicians have to make sure that they restore the heat pipes to full functionality after opening up the computer and breaking apart heat pipe pathways. Here is an illustration showing some of the contact points that require the reapplication of thermal grease when closing up the computer:

Thermal Grease and Thermal Pads All current Apple computers make use of thermal grease and/or thermal pads. Thermal Grease Thermal grease is a material that can be used to create a heat bridge between other materials. Apple supplies this grease in small syringes for service parts that require it when replaced. The various types of thermal grease, gel, and paste used in Apple products are specifically chosen by Apple engineers to match each product's thermal characteristics. These thermal compounds are NOT interchangeable and service technicians should NOT freely mix and match these compounds with any product. Always follow the service manual to determine the correct type (and part number) of the specific formulation of thermal compound required for each model." While most types of thermal compounds Apple uses are generally not harmful to humans, some are hazardous if misused or mishandled. As an example, the 'Krytox' thermal grease used in the Mac Pro (8x) must be handled with gloves while other special safety precautions are taken. You can learn more about such technician safety issues in the Technician Safety

course. The basic rules to follow when using thermal grease are:

Store thermal grease syringes or tubes in their original packing. This ensures that the part number for each container of thermal grease is retained. Knowing the part number is the ONLY sure means of identifying the correct grease for a specific computer. Do NOT use thermal grease that is not specifically intended for the Mac you are working on. Clean the area of application thoroughly with alcohol before applying the paste. Apply the paste evenly over the entire heat conducting surface. Make sure that the surfaces covered with thermal paste are firmly seated together when you reassemble the computer.

Thermal Pads For many products, especially portable computers, Thermal pads are used to ensure correct heat transfer between internal components. They are thin adhesive-backed pieces of material. These pads differ greatly in appearance but serve the same purpose. When replacing thermal pads it is important to thoroughly clean the contact surfaces before applying the new pad. Firmly seating components together is also required. Also, try not to handle thermal pad material with bare fingers. Skin oils and other contaminants that may be transferred to the thermal pad greatly reduce its ability to properly enhance the transfer of heat, reducing its effectiveness. Try to keep all plastic or wax paper that may be covering the pad in place until you are ready to apply the pad.

Thermal Sensors What A Thermal Sensor Is Most thermal sensors are actually just made from a simple, inexpensive electrical

component called a thermistor. The thermistor body is physically attached (via tape, glue, etc) to the part or component whose temperature is being measured. This way it will get close to the same temperature as the part it's touching and give a true reading of temperature reading.This puts an emphasis on correct thermal sensor placement. How Thermal Sensor Information is Processed When the thermistor resistance readings get low enough (corresponding to a high enough pre-programmed temperature set-point), then the SMC (System Management Controller) turns on and revs up the fans inside the computer to provide more cooling. These fans typically blow cool air across the heat sink, cooling it off. When the fans have sufficiently lowered the temperature inside the fans will turn off (or slow them down), which causes the heating cycle to start all over again. This means

the fans run when they need to the fan noise is kept to a minimum the unit is cool enough to operate minimal battery charge is used

How Thermal Sensors Can Fail Because thermal sensors help the SMC read internal temperature, if these sensors 'lie' for whatever reason, they can cause the SMC to respond to phantom conditions which can be very confusing to troubleshoot. Short Circuit Thermal sensors can cause odd, seemingly unrelated fan noise and even shutdown problems if they are ever accidentally short circuited. The SMC can't tell the difference between a shorted thermistor and a very hot thermistor. If the SMC detects (what it thinks is) a high temperature for very long, it will run the fans on high trying in vain to cool the computer (causing fan noise), then it will eventually shut the computer down to protect itself, even if nothing is really

overheating. Disconnection Thermal sensors can cause problems if you forget to connect them during reassembly. A disconnected thermal sensor looks to the SMC like a very cold sensor. In response, the SMC may never turn the fans on even as the computer actually gets hotter, causing a real overheating condition and more serious problems. Always double-check your connections during reassembly. Back to top

Next: Top Issues

Top Issues

Staying Current RTFM (Read the Friendly Manual) Service News Is Good News New Product Training Apple Support Articles (Knowledge Base)

Staying Current An Apple certified technician must keep current on the products s/he services. There are several resources available.

RTFM (Read the Friendly Manual) The troubleshooting section of Apple service manuals and technician guides provides an overview of possible product issues as well as giving you a recommended course of action.

Service News Is Good News Apple publishes frequent service bulletins to the Apple-Authorized service community. Service News provides notice of new service programs and will sometimes offer troubleshooting suggestions for difficult issues.

New Product Training Whenever a new product is announced, there will be online self-paced instruction that includes possible issues and their remedies. This is normally contained in the Service Issues section of the new product course.

Apple Support Articles (Knowledge Base) The Apple Support articles (Knowledge Base) provide useful information on product troubleshooting but you have to be careful in how you conduct your searches. It is relatively easy to get far too many results from too general search terms. Back to top

Next: Portable Precautions

Portable Precautions

Overview Ribbon Cables Cable Connectors Tabs and Latches Screws Electrostatic Discharge (ESD)

Overview

A portable computer's compact design results in smaller, lighter ribbon cables, connectors, tabs and latches. In addition, some components are more sensitive to ESD damage. Also, to minimize weight, the casing on some models is made chiefly from plastic. To minimize the risk of damage during repairs, you may use a plastic pry tool, such as Apple's Nylon Probe Tool, to separate plastics and to lift components.

Ribbon Cables Many portable Mac computer components are connected to each other by very fragile, thin ribbon cables. These cables are easily torn, creased and/or cracked if they are not handled in a deliberate and cautious manner. Ribbon cables are often wrapped around and/or threaded through parts in a specific path. When you remove a cable, carefully note the cable's path, so that you can reinstall it in exactly the same way.

Cable Connectors Like the cables they connect, cable connectors are fragile and can be broken easily. When a connector is broken, the component or part containing the connector must be replaced. Some connectors are not keyed, making it possible to install the connector backwards. Carelessly forcing or improperly connecting a cable can also short-out other components. When repairing Mac portable computers, avoid costly errors by taking time to carefully and accurately attach each connector.

Tabs and Latches When you repair a portable Mac computer, be sure to use the appropriate tools, such as a plastic pry tool, to carefully release tabs and latches and to avoid scratching the plastics. If you break a latch or tab, you may have to replace the entire part, which can be very

costly.

Screws There are three important cautions about screws in portable Mac computer repairs:

Use the proper screws Use the proper tools to drive the screws Avoid over-torquing when you replace screws.

Unless specified otherwise in a portable model's service manual or technician guide, screws should be tightened to 1.5-2.0 inch-pounds. If you use the wrong screws or over tighten the screws when you replace them, you could warp or break the plastics or strip the threads in the insertion hole. To avoid this, keep track of the screws you remove, replace them in their proper positions, and tighten them just until they are comfortably tight, no tighter. Screws used in portable computers have different heads: Philips, Torx and Allen (hex). Tools to properly drive these types of screws are unique and should not be used interchangeably. For example, a Torx T-8 driver will somewhat loosely fit a 1.5 mm Allen head screw. But doing this may damage the screw and make it impossible to remove.

Electrostatic Discharge (ESD) You must take special care to protect the CMOS (Complementary metaloxide semiconductor) devices in Mac portables because CMOS devices are particularly susceptible to ESD damage. Please see the ESD Precautions course for further information. NOTE: If your repair shop is not equipped to meet the special needs of repairing portable Mac computers, you can send the computer to Apple for repair. Back to top

Next: iMac

Visual History of iMac Computers

Introduction Original CRT iMac (G3) Flat Panel iMac (G4) iMac (G5) Intel-based iMac

Introduction The following illustrations give you a general overview of how different iMac models have evolved. Please note that models no longer supported by Apple's service parts system are in RED TEXT.

Original CRT iMac (G3) The CRT iMac computers were a dramatic departure from other computer designs of the time. They reintroduced the all-in-one concept for Mac computers in a useful and attractive way. These computers were Apple's solution to consumer desktops from 1998 to 2001.

Model Intro Date

Bondi Blue iMac Rev. A 08/98

iMac (Five Flavors) Rev. C 01/99

iMac (Slot Loading) 10/99

Rev. B 10/98

Rev. D 4/99

Model Intro Date

iMac (Summer 2000) 07/00

iMac (Early 2001) 02/01

iMac (Summer 2001) 07/01

Flat Panel iMac (G4) The iMac Flat Panel computers introduced the G4 processor to Mac consumer desktops and offered a unique form factor that presented unique challenges in terms of processor cooling and parts replacement.

Model Intro Date

iMac (Flat Panel) 01/02

iMac (Flat Panel 17-inch) 07/02

iMac (17-inch 1 GHz) 04/03

Model Intro Date

iMac (USB 2.0) 09/03

iMac (20-inch) 11/03

iMac (G5) The iMac G5 computers offered yet another form factor for consumer desktop computing. They also presented some unique challenges for service access.

Model Intro Date

iMac G5 08/04

iMac G5 (ALS) 05/05

iMac (iSight) 10/05

Intel-Based iMac Apple transition to Intel-based Mac computers started with the iMac. While maintaining much of the exterior appearance and internal layout of the last of the iMac G5 computers, they provide much improved performance.

Model Intro Date

iMac (Early 2006) 10/06

iMac (Mid 2006 17-inch) 05/05

iMac (Late 2006) 09/06

With the introduction of the iMac (Mid 2007) an updated aluminum and glass exterior was used. Procedures for opening the computer for servicing were also changed.

Model iMac (Mid 2007) Intro 08/07 Date

iMac (Early 2008) iMac (Early 2009) 04/08 03/09

Next: eMac Computers

Visual History of eMac Computers

Introduction eMac

Introduction The eMac was introduced in January of 2002 as a CRT-based replacement for iMac CRT computers. Until mid-2006, this model was available as a low-cost option for educational institutions. While the models were updated, the exterior of the computers remained basically the same. The serial number is the best means of determining the model. Please note that models no longer supported by Apple's service parts system are in RED TEXT.

eMac The CRT iMac was a dramatic departure from other computer designs of the time. They reintroduced the all-in-one concept for Mac computers in a way that was both

attractive and useful. From 1998 to 2001, these computers were Apple's solution to consumer desktop requirements. Subsequently, eMac computers provided CRT-based solutions for customers who did not require LCD displays.

Model Intro Date

eMac (Original) 06/02

eMac (ATI Graphics) 10/03

eMac (USB 2.0) 04/04

Model Intro Date

eMac (2005) 05/2005

Next: Power Mac G5/Mac Pro

Visual History of Power Mac G5 and Mac Pro Computers

Introduction Power Mac G5 Mac Pro

Introduction Power Mac G5 computers were first introduced in June of 2003 as Apple's professional desktop solution. While the models were updated periodically, their external appearance remained basically the same. The Mac Pro computers with Intel processors were introduced in August, 2006.

Power Mac G5 Check the serial number to find correct manuals and diagnostics.

Model Power Mac G5 Power Mac G5 (June 2004) Power Mac G5 (Late 2004) Intro Date 06/03 06/04 10/04

Model Intro Date

Power Mac G5 Power Mac G5 (Early 2005) (Late 2005) 04/05 10/05

Mac Pro

The distinguishing visual trait for this Intel-based model is that it has two optical drive slots in the front of the computer - though there are not always two optical drives in every Mac Pro. It's possible only one optical drive is installed.

Model Intro Date

Mac Pro 08/06

Mac Pro (8x) 08/06

Mac Pro (Early 2008) 01/08

Mac Pro (Early 2009) 03/09

Next: Mac mini

Visual History of Mac mini Computers

Overview

Overview The Mac mini offers customers a low-cost means of getting a Mac computer using their existing monitor, keyboard, and mouse. The first model was introduced in January of 2005. This model has no customer-installable internal components.

PowerPC Mac mini

Model Intro Date

Mac mini (Original) 01/05

Mac mini (512 MB) 07/05

Mac mini (Late 2005) 09/05

Intel-based Mac mini

Model Mac mini (Early 2006) Mac mini (Late 2006) Intro Date 02/06 09/06

Mac mini (Mid 2007) 08/07

Model Mac mini (Early 2009) Intro Date 03/09

Next: iBook-MacBook

Visual History of iBook and MacBook Computers

Overview Original iBook Models iBook G3 Models

iBook G4 Models MacBook Models

Overview The first iBook was announced in July, 1999. This consumer portable was originally conceived as a suitable computer for K-12 education and persons needing a basic computer that would put up with hard use. In the later G3 and G4 models, you can see that you need to use a serial number to determine exact models. In May of 2006, Apple announced a new consumer portable, the MacBook, based on an Intel processor. Please note that models no longer supported by Apple's service parts system are in RED TEXT.

Original iBook

Model iBook (Original) iBook (2000) Special Edition iBook (FireWire) Intro Date 07/99 02/00 09/00

iBook G3

Model Intro Date

iBook (Dual USB) 05/01

iBook (Late 2001) 10/01

iBook (14.1 LCD) 01/02

Model Intro Date

iBook iBook (16 VRAM) (32 VRAM/Opaque 16 VRAM) 05/02 11/02

iBook (Early 2003) 04/03

iBook G4

Model Intro Date

iBook G4 10/03

iBook G4 (Early 2004) 04/04

iBook G4 (Late 2004) 10/04

Model Intro Date

iBook G4 (Mid 2005) 07/05

MacBook

Model MacBook (13-inch) Intro Date 05/06

MacBook (13-inch Late 2006) 11/06

MacBook (13-inch Mid 2007) 05/07

Model Intro Date

MacBook (13-inch Late 2007) 11/07

MacBook (13-inch Early 2008) 02/08

MacBook (13-inch Late 2008) 10/08

MacBook Model (13-inch Aluminum Late 2008) Intro 10/08 Date

MacBook (13-inch Mid 2009) 05/09

Next: PowerBook/MacBook Pro

Visual History of PowerBook and MacBook Pro Computers

Overview Vintage PowerBooks PowerBook G4 (Titanium) PowerBook G4 (Aluminum) MacBook Pro

Overview The PowerBook models are Apple's professional, portable computing solution. PowerBooks G3 models were originally introduced in 1997. The last major PowerBook G4 model was announced in October, 2005. The MacBook Pro computers incorporated Intel processors and were first announced in January, 2006. Please note that models no longer supported by Apple's service parts system are in RED TEXT.

Vintage PowerBooks NOTE: This is a partial listing of vintage PowerBook G3 models.

Model

PowerBook G3 (Bronze)

PowerBook G3 (FireWire)

PowerBook G3 (FireWire)

(Updated with larger Hard Drives) Intro Date 05/99 02/00 09/00

PowerBook G4 (Titanium)

Model Intro Date

PowerBook G4 (Titanium) 01/01

PowerBook G4 (Gigabit PowerBook G4 Ethernet) (Gigabit Ethernet) (Original) (Revised) 10/01 12/01

Model Intro Date

PowerBook G4 (DVI) 04/02

PowerBook G4 (1 GHz/867 MHz) 11/02

PowerBook G4 (Aluminum)

Model Intro Date

PowerBook G4 (12-inch) 01/03

PowerBook G4 (17-inch) 01/03

PowerBook G4 (September 2003) NOTE: 12", 15". 17" 09/03

Model Intro Date

PowerBook G4 (April 2004) NOTE: 12", 15". 17 04/04

PowerBook G4 (January 2005) NOTE: 12", 15", 17" 01/05

PowerBook G4 (Double-layer SD) NOTE: 15", 17" 10/05

MacBook Pro

Model Intro Date

MacBook Pro 01/06

MacBook Pro (17-inch) 04/06

MacBook Pro (15-inch Glossy) 15-inch and 17-inch 05/06

Model Intro Date

MacBook Pro (Core 2 Duo) 15-inch and 17-inch 10/06

MacBook Pro (2.4/2.2 GHz) 15-inch and 17-inch 06/07

MacBook Pro (Late 2007) 15-inch and 17-inch 11/07

Mode l Intro Date

MacBook Pro MacBook Pro (Early 2008) (Late 2008) 15-inch and 17-inch 15-inch and 17-inch 01/08 10/08

MacBook Pro (Early 2009) 17-inch 01/09

MacBook Pro (Mid 2009) 13, 15, and 17-inch 10/09

Next: Xserve

Visual History of Xserve and Xserve RAID Computers

Xserve Products Xserve RAID Products

Xserve Products Beginning in May of 2002, Apple began producing server products that complied with rack mounting standards. Systems that are no longer supported for service parts orders are in Red Text. Xserve (Tray Load) - 05/02

Xserve (Slot Load) - 02/03

Xserve Cluster Node - 02/03

Xserve G5 - 01/04

Xserve G5 Cluster Node - 01/04

Xserve G5 (January 2005) - 01/05

Xserve G5 Cluster Node (January 2005) - 02/05

Xserve (Late 2006) - 08/2006

Xserve (Early 2008) - 01/2008

Xserve (Early 2009)

Xserve RAID Products Storage solutions for Xserves were first addressed with the release of the first Xserve RAID model in February of 2003. Xserve RAID (HSSDC2) - 02/03

Xserve RAID (SFP) - 01/04

Xserve RAID (SFP Late 2004) - 10/2004

Xserve RAID (SFP Late 2004) Revision - 09/2005

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Using available Apple resources, locate the AppleCare name for computers with the following serial numbers: a. b. c. d. QP63401PVUV - iMac (Late 2006) G86353DWUQ2 - Mac Pro 4H6181GYVMM - MacBook W8618001THY - MacBook Pro (17-inch)

2. Locate the correct service manual for each of the computers shown above.

3. Where is the serial number located physically on a MacBook Pro? The MacBook Pro's serial number and Ethernet ID (also called a MAC address) are located on the bottom of the computer, underneath the battery, in the battery bay. 4. Review specifications for the following computers: a. b. c. d. MacBook Mac Pro iMac (Mid 2007) MacBook Pro (Mid 2009)

5. Download the Service Manual for the original Mac mini and review how you must open the case. Do the same for the iMac (17-inch Late 2006) and the iMac (24-inch Mid 2007). 6. Locate service issues for the Mac Pro (8x) using Knowledge Base and Service Source. Back to top

Next: This concludes the Hardware Service Issues course.

Hardware Tools
Getting Started
Welcome to the Service Foundations: HW Tools course. This course reviews the hand tools you need for troubleshooting and servicing Apple Mac products In addition, it explains how to correctly identify tools for servicing these products and describes correct practices when using those tools.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions

Time Required

60 minutes

Course Objectives

Given a hardware service repair and the correct Apple technical documentation for a

specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Given a set of symptoms, use diagnostic tools to isolate a hardware issue in 5 minutes. Verify the functional state of the battery on a given Mac in 10 minutes. Return to top

Next: Course Exercise

Course Exercise
Print this page and answer the following questions.

1. You need to replace the optical drive in a MacBook Pro (15-inch Mid 2009). To do this, the battery needs to be removed first. What special tool is required for battery removal?

2. You are about to remove a Mac Pro (Early 2009) heat sink. What tool do you need?

3. You are about to replace a hard drive on an iMac (27-inch Late 2009). List the tools you need to just access, not remove, the hard drive.

4. What special fixture is used for supporting the logic board on a MacBook Pro (15-inch Mid 2009)? 5. You need to check if a backup battery in a Mac Pro (Early 2009) is properly charged. What measurement tool do you need to use?

6. You need to replace the trackpad on a MacBook Pro (13-inch Mid 2009). This means removing the battery. What special tool is needed to do this?

Next: Using the Right Tools

Using the Right Tools

Tools and Consequences Doing It Right

Tools and Consequences Experienced technicians can easily spot a bad repair when they see:

stripped screws missing screws bent pins broken connectors improperly bent cables

Many of these problems occur because someone was in a hurry and "made do" with the tools that were immediately available.

Doing It Right Follow these steps:

Review Service Manual documentation before attempting a new procedure Identify and have on hand the correct tools called out in the Service Manual Avoid "making do" with incorrect tools Keep careful track of screws and other small parts to avoid using the wrong screw in the wrong place If a procedure involves removing multiple parts (replacing a Mac Pro logic board is a good example) make sure that you have sufficient static bags for

storage and some means of keeping track of the screws or other small parts you remove Back to top

Next: Basic Tools

Basic Tools

Basic Mac Tools

Basic Mac Tools The following tools are available from a number of hardware stores and tool manufacturers.

Tools List This table shows the basic tools broken out by type.
Tool Type Tools Required and Details of Use

Phillips Screwdrivers

Phillips #000 screwdriver Phillips #00 screwdriver Phillips #0 screwdriver Phillips #1 screwdriver Phillips #2 screwdriver Long-handled magnetic Phillips #1 screwdriver Long-handled magnetic Phillips #2 screwdriver Long-handled 2.5 mm hex screwdriver (10-inch shaft) Short-handled magnetic Phillips screwdriver (stubby)

Make sure that the shafts of the #1 and #2 screwdrivers are at least 10 inches long. This will enable you to easily work on the heatsink of most Power Mac G5 computers.

T5 Screwdriver T6 Screwdriver T8 Screwdriver T10 Screwdriver T15 Screwdriver T25 Screwdriver

TORX Screwdrivers

TORX screwdrivers have six-pointed cross section and provide a very precise fit to the matching screw. For this reason, you should never try to use the wrong size TORX screwdriver.

Nut Drivers

5/32-inch nut driver 9/32-inch nut driver 1/4-inch nut driver 2 mm hex nut driver 4 mm hex nut driver 5 mm hex nut driver 14 mm hex nut driver Handle for nut driver (if needed)

A nut driver maybe required when working on six-sided bolts.

Hex Drivers

2.5 mm hex driver with a 10-inch shaft Short-handled or right-handled magnetized 2.5 mm hex screwdriver Set of metric hex keys including 1.5 mm, 2 mm, 2.5 mm Flat-blade jeweler's screwdriver Flat blade screwdriver

Slotted Screwdriver

The following tools are needed to create an ESD-compliant work area:

ESD Related Tools

ESD Wriststrap with clip/plug Grounded ESD Mat Wire Lead with Alligator Clips Ground/Polarity Tester A polarity tester allows you to make sure that any grounded plugs you use are correctly wired. ESD storage bags to hold components

ESD equipment is described in detail in the ESD course.

Magnetizer Needlenose Pliers Utility Knife or Razor Blade

This tool allows you to magnetize your screwdrivers and other tools. It also allows you to demagnetize them in situations where a magnetized tool may harm components. You may want to have both small and large pliers. Any pliers you get will need to have small tips. In some situations, you may need to detach tape or cut plastic components.

This gives you a more precise means of moving components ESD - Compliant and cables. A good example of this is Apple's Nylon Probe Tool Plastic Probe (black stick). Another name for this type of tool is "spudger". Screws in portable Mac computers are referred to by their lengths in millimeters, and many are very small, requiring you to verify their lengths to ensure you are replacing the right screw. Also, having a straight edge can be useful in many situations. You may be required to mark the locations of various internal components, such as thermal sensors, to ensure they are replaced in exactly the same positions. Plastic tweezers are preferable since they are less likely to damage components. Be sure that they are ESD - compliant. There are some situations such as forcing open an optical drive tray or resetting an AirPort Base Station where only a paper clip will work. Some portable computer models require a coin to unlock and remove the battery. In some situations, you will need to measure voltage and resistance. Details of multimeter use are provided later in this course.

Metric Ruler

Fine-point felttip permanent marker Tweezers Paper Clip Coin Multimeter

ESD - Compliant Given the many screws in each Mac, you need a partitioned Screw Box screw box with at least 12 partitioned sections. Glue Gun/Glue Sticks Cup Hook 1600 Watt Hair Dryer Some repairs may require that you glue down a component. One Power Mac computer has a plastic rivet that can only be removed via screwing in a cup hook and leveraging the hook with a screwdriver or wooden chopstick. One portable Mac computer requires the hair dryer to heat component adhesive prior to component removal. Do not use a heat gun because it can be far too hot.

Flashlight

As computers use ever smaller components, getting enough light on where you are working is getting increasingly difficult. Also, some portable Mac computers require flashlights as part of troubleshooting video issues. A very sharp probe is sometimes useful when you need to move components small distances. Moving cables while checking routing is one example. Some procedures require that thermal paste be cleaned off a component. These are the best tools for doing this. This is useful for cleaning debris from MagSafe connectors. In some situations, you may need to cut cabling. This is used to reattach components such as thermal sensors. To test optical drives, you need to have a working CD or DVD. You may also want to have some blank discs on-hand to use in case the optical drive may damage discs. This is useful for looking under or behind components.

Dental Pick Alcohol Wipes and Pads Small Brush Small Wire Cutter Double Stick Tape Known-Good CD or DVD Dental Mirror

Back to top

Next: Multimeter Use

Multimeter Use

Overview What Is a Multimeter? Multimeter Design How to Use a Multimeter When Do You Use a Multimeter? Safety Tips when Using a Multimeter

Overview

You may need to verify a computer's power supply voltages when troubleshooting power issues, or check the resistance of cables when troubleshooting intermittent connection issues. Taking multimeter measurements as part of a troubleshooting procedure can quickly isolate the cause of an issue. Before taking a measurement the multimeter must be configured to read the desired parameter and set to the correct range. Refer to Service Source service manual troubleshooting documentation to determine what parameters are being measured as part of the troubleshooting flow, and then configure the multimeter appropriately. NOTE: High voltages in energized circuits can kill - use caution when using a multimeter.

What Is a Multimeter? A multimeter is an instrument for measuring several different electrical parameters including most commonly voltage, current, and resistance.

Multimeter Design

Measurement Symbol DC Voltage DC Current AC Voltage

Units Volts DC Amps DC Volts AC

Resistance

Ohms

A typical modern digital multimeter (also known as a DMM) has an LCD or LED digital numeric readout and various switches and/or dials to configure the multimeter to measure one of the available parameters, such as DC voltage, AC voltage, DC

current, AC current, resistance, etc. You will see symbols on the multimeter like the ones shown above which represent these measurement parameters and units. A multimeter also has two or three electrical terminals built into its enclosure, into which are usually inserted two short colored-wire leads (usually one red or 'positive', one black or 'negative'), the ends of which terminate in stiff, pointed ends called 'probes'. The colors of the probes identify the polarity (+ positive or - negative) of DC voltage and DC current parameters during measurement (AC voltage, AC current and resistance have no polarity). The tips of the probes are brought into electrical contact with the part of the circuit being measured by the user, and thus carry the voltage to be measured to the multimeter's internal circuitry where the magnitude of the appropriate parameter is determined and displayed (e.g. +12.0 DC Volts). When measuring AC or DC voltages or resistance the black probe is connected to the terminal labeled common (COM) and the red probe is connected to the terminal that is usually labeled with the symbols for voltage and resistance. Some multimeters may provide additional capabilities such as temperature and diode measurements that are also made using this terminal. When measuring current the red probe must be moved to the terminal labeled with an A, mA, or !A indicating amperage. Only use the current terminal for current measurements and nothing else. NOTE: The safe use of a multimeter requires an understanding of the voltages used in the circuits being measured. Multimeters are always designed with an upper limit on the magnitude of parameters such as voltage and current that they can safely measure. This limit is usually somewhere in the range of a few hundred Volts, DC or AC, and a few Amperes, DC or AC. Specialized equipment is required to safely measure any voltages or currents above this range, which is beyond what would be expected inside a typical computer anyway. It is unsafe to measure CRT voltages using a multimeter without specialized equipment.

How to Use a Multimeter The technician turns the multimeter on by its switch, and then selects the appropriate dial or switch positions to configure the multimeter to read the desired electrical parameter, such as DC voltage The technician energizes the circuit being measured, then, holding the two probes, one in each hand, the technician carefully touches the pointed ends of the two probes to

the part of the circuit being measured, to make electrical contact, being careful not to touch the probes to anything else or to each other. The multimeter will then display the magnitude and polarity of the parameter on its display as long as the probes are making contact with the circuit under test. For example, to measure the voltage of the backup battery in a desktop Mac (which is typically located somewhere on the main logic board): 1. Locate the battery on the logic board and identify its type, so you know what its expected voltage capacity should be. Most recent desktop Mac backup batteries should be 3.6 DC Volt capacity. 2. Identify the battery's positive and negative terminals (they are usually marked as + and - on the logic board, somewhere near the battery). 3. Turn on and configure the multimeter for DC voltage. Ensure the multimeter's display reads 0.0 DC Volts when not measuring anything. 4. Carefully touch the black (- negative) multimeter probe to the - negative battery terminal, and the red (+ positive) multimeter probe to the + positive battery terminal, being careful not to touch the probes to anything else or to each other. 5. Observe the multimeter's display. Most recent desktop Mac backup batteries should read somewhere around +3.6 DC Volts. A dead Mac backup battery would typically read somewhere between 0.0 DC Volts and +0.5 DC Volts. By the way, even though the multimeter's leads are polarized, they can be safely connected to the battery backwards without harm; this would simply cause the multimeter's display to read -3.6 DC Volts instead of +3.6 DC Volts.

When Do You Use a Multimeter?

Verifying Backup Battery Voltage Volts DC

You can measure a computer's backup or main battery DC voltage to determine if the battery is dead and requires replacement. An example of this procedure is outlined above. Other examples of this procedure can be found in many Apple service manuals.
Verifying Power Supply Output Voltage Volts DC

You can also measure the DC voltage outputs from a computer's power supply to determine if the power supply is faulty and requires replacement. Examples of this procedure can be found in the Power Mac G5 (Late 2005) Power Supply Verification procedure.

Verifying AC Input Voltage

Volts AC

You can measure AC input voltage into a computer's power supply to determine if the computer's power supply or AC line filter / AC power input is faulty. Examples of this procedure can be found in the iMac (Flat Panel) service manual, in the 'No Power' troubleshooting symptom charts. Another example can be found in the eMac ATI Graphics/USB 2.0/2005 no power troubleshooting section. The image below was taken from the eMac ATI Graphics/USB 2.0/2005 service manual.

CAUTION: Measuring AC input voltage (sometimes called mains or line voltage) can be very dangerous and is only advised for skilled technicians with multimeter measurement experience. This voltage is typically in the 120-240 AC Volt range, which can cause lethal electrocution. Use extreme care whenever measuring any voltages of this magnitude.

Verifying Cable Connectivity

Ohms

You can measure electrical resistance in a cable, to determine if the cable is faulty or to measure a fuse to determine if it has blown or is intact. In this case, the multimeter is set to measure resistance in Ohms, and the cable or fuse to be tested is completely removed from its circuit. The two multimeter probes are then simultaneously touched one to each end of the cable or fuse. The expected reading for a good cable or fuse that is making good connection is somewhere close to 0 Ohms (which represents no resistance or a closed circuit). A bad connection caused by a faulty cable or blown fuse would read infinite Ohms (which represents infinite resistance or an open circuit). CAUTION: When measuring resistance, the multimeter must be connected only to circuits or cables which have been de-energized (that is, all sources of electrical power to the circuit have been removed by disconnection). This is because a multimeter measuring resistance actually sources a small amount of constant electrical current coming out of its probes which flows through the probes into the cable or circuit being measured, and this allows the multimeter to measure this electrical flow and calculate the resistance from the voltage drop measured between its two probes. Attempting to measure resistance in an energized circuit will not only cause inaccurate readings, it can also be dangerous and may damage either the circuit under test, the multimeter, or both. Resistance measurements are therefore usually only made on things like disconnected cables and connectors, to verify a good or bad electrical connection.

Verifying Circuit Current Flow

Amps DC

You can also use a multimeter on DC current settings to measure the amount of electrical current flowing through a circuit, such as when verifying the charging circuitry in an Apple portable product by measuring the amount of DC current flowing through a connected AC power adapter. This is rarely done during most troubleshooting scenarios, because it involves connecting the multimeter 'in series' with the circuit being tested, which is an invasive procedure. 'In series' means that the multimeter is actively connected into the circuit such that the circuit's current also flows directly through the meter, and this usually requires 'breaking into' the circuit being tested using special patch cables and connectors, rather than simply touching the multimeter probe tips to the circuit. There is also a special third probe jack on most multimeters that is used only for current measurements. Readings are in units of Amps (Amperes) or milliamps (thousandths of an Amp). Caution: Extreme care should be taken when making current measurements as it is very easy to short the circuit out and damage it by incorrectly connecting the probes.

Safety Tips when Using a Multimeter Here is a summary of some important safety tips when using a multimeter to measure electrical circuits. Please consult the operator's guide for the multimeter being used for specific instructions and tips:

Be sure the test leads and multimeter switch(es) are in the correct position for the desired measurement. Never use the multimeter if the meter or the test leads look damaged. Never measure resistance in a circuit when power is applied.

Never touch the probes to a voltage source when a test lead is plugged into the 10 A or 300 mA current input jack. To avoid damage or injury, never use the multimeter on circuits that exceed the maximum ratings specified for that meter. Never apply more than the rated voltage between any input jack and earth ground. Be careful when working with voltages above 60 V DC or 30 V AC. Such voltages pose a shock hazard. Keep your fingers behind the finger guards on the test probes when making measurements. To avoid false readings, which could lead to possible electric shock or personal injury, replace the battery inside the multimeter as soon as the battery indicator appears. Back to top

Next: Apple Tools

Apple Tools

Apple Mac Tools Apple Mac Tools List Further Reading

Apple Mac Tools The repair of desktop and portable Mac computers may require special tools that are ordered directly from Apple. These tools are required when working on a number of different Mac computers. Apple-Authorized service facilities can order these tools via the parts ordering component of Global Service Exchange (GSX). Members of the public cannot order them from Apple. When a new product is released, the service manual or Apple Technician Guide will identify any new tools required for servicing that unit.

Apple Mac Tools List This table shows some of the more recently released Apple tools. This list is not complete and concentrates on tools that are necessary for some repairs of later products.
Apple Mac Tools (Pictures NOT to scale) Details of Their Use This is the tool required for discharging the CRT in an eMac computer. Details of its use are found in the Technician Safety course. It is no longer available directly from Apple but can be purchased from third parties.

eMac CRT Discharge Tool

It is extremely difficult to work on the iMac (Flat Panel) without supporting them correctly. This service stand is designed specifically to hold the unconventional shape of this iMac model. iMac (Flat Panel) Service Stand (922-4757)

These cables enable you to boot an original iMac (Flat Panel) while the bottom case is detached. iMac (Flat Panel) Diagnostic Cables (076-0897) Without them, the internal cabling will not allow connections for power and data.

This torque driver supplies a specific force to the screws that secure the bottom housing on the iMac (Flat Panel). iMac (Flat Panel) Torque Driver (076-0899) Using this torque driver ensures that the heat pipe in the computer will conduct heat properly from the processor.

This tool is probably the most frequently used Apple tool. Multiple Products Nylon Probe Tool (Black Stick) (922- 5065 - pack of four) It is ESD - compliant and extremely useful when you need to remove delicate components or work with small cabling. This tool or a similar tool is required when you have to open up a Mac mini. Instructions for modifying a regular putty knife are included in the Mac mini service manual. Mac mini Putty Knife (922-6761) This tool is also used during display clamshell disassembly in the original MacBook Pro.

This tool is used during disassembly of many iMac G5, MacBook, and MacBook Air computers. Multiple Products Access Card (922-7172) This kit is used during front bezel removal of many iMac G5 computers, to engage the bezel latches. The kit contains an access card and a piece of EMI gasket that can be cut and added to the top of the card. The additional thickness on the card will improve the chances of making contact with each iMac bezel latch. This tool is the only means of retrieving a springloaded component of the stand mount assembly on the iMac (24-inch) and the LED Cinema Display (24inch). Multiple Products Bale Retrieval Tool (922-7849) Details of this process are included in the iMac course.

iMac G5 Access Card Kit (076-1213)

Suction Cups (922-8252) Part of Cleaning Tools Starter Kit (076-1277)

These are required for removal of the front glass panel on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch). This tool is also used when disassembling the MacBook Air External SuperDrive.

Anti-Static Lint-Free Gloves (922-8253) Part of Cleaning Tools Starter Kit (076-1277)

These are required for handling the front glass panel on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch).

Lint-Free Micro Fiber Polishing Cloth (922-8263) Part of Cleaning Tools Starter Kit (076-1277)

The polishing cloth is used for cleaning the front surface of the front glass panel on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch).

Six Inch Silicone Roller (922-8261) Part of Cleaning Tools Starter Kit (076-1277)

This roller is used to clean the back of the glass panel and the LCD panel on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch).

Sticky Sheets (pack of 50) (922-8262) Part of Cleaning Tools Starter Kit (076-1277)

These sticky pads are for cleaning the silicone roller (922-8261) used on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch).

Five ESD Bags (24x20) (922-8258) Part of Cleaning Tools Starter Kit (076-1277)

This large ESD bag is used to store LCD panels on the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch), to prevent the buildup of static charges which may attract dust particles. Note: these bags are ESD-safe, but are not shielded.

Five Microfoam bags (24x20) (922-8259) Part of Cleaning Tools Starter Kit (076-1277)

This bag is used to store the glass panel when the glass has been removed from the iMac (Mid 2007), iMac (Early 2008), iMac (Early / Mid 2009), and the LED Cinema Display (24-inch), to protect against the buildup of dust particles.

Mac Pro Wrench (922-8025)

This narrow wrench is useful in stabilizing screw stand-offs while removing the memory cage in the original Mac Pro.

In the Power Mac G5 (Late 2005) you have to remove hex screws from an angle. This is why the ball head is required. Power Mac G5 (Late 2005) 4mm Ball Head Hex Driver with

a 7 inch shaft (922-7082)

Power Mac G5 (Late 2005) T-10 Torx Driver with a 5 inch shaft (922-7083)

The extra length of the shaft is the reason this tool is preferred to more commonly available T-10 drivers.

Power Mac G5 or Mac Pro 3mm Flat Head Hex Driver with an 8 inch shaft (922-7122)

This tool is needed for removing the heat sinks on the Power Mac G5 and Mac Pro.

This kit is required when the heat sink or processor is replaced on the Mac Pro (8x) and Mac Pro (Early 2008). Details on this procedure are included in the Mac Pro (8x) and (Early 2008) Thermal Grease Kit with Gasket, Technician Safety and Mac Pro courses. Gloves and Wipes (076-1258)

Multiple Products Kapton Tape (.5 inch by 36 yards) (922-1731)

This ESD-compliant tape is used in a number of portable and desktop products.

MacBook Air display clamshell removal / replacement requires the use of a servicing fixture to properly align the display clamshell's clutches and hinges with the top case.

MacBook Air Display Assembly Foam Repair Fixture (922-8538) Display clamshell removal / replacement in many current Apple portable models require the use of this wedge-shaped servicing fixture to properly align the display clamshell's clutches and hinges with the top case. Multiple Products Foam Wedge Support Stand (922-8779) The shape of this fixture is wide enough to accommodate several portable display sizes. Use this service fixture to provide support to the logic board whenever removing and replacing the left fan or heat sink from the logic board in the MacBook Pro (15-inch, Mid 2009). The fixture is two-sided: one side is for fan removal and installation and the other side is for heat sink removal and installation. Failure to use the service fixture will flex the logic board and strain components on it, which could damage the logic board. MacBook Pro (15-inch, Mid 2009) Logic Board / Fan / Heat Sink Service Fixture (922-9102) Note: The fixture is not used with the MacBook Pro (15-inch, 2.53 GHz, Mid 2009). The logic board on that product is a different shape and doesn't require the fixture.

This tool is used to remove the security screws holding the battery in place in the MacBook Pro (15inch, Mid 2009) and MacBook Pro (15-inch, 2.53 GHz, Mid 2009). MacBook Pro (15-inch, Mid 2009) An enlarged example of this type of screw head is Torx Plus Tamper 6 also shown here for reference. Screwdriver (922-9101)

This tool is used to remove the security screws holding the battery in place in the MacBook Pro (13inch, Mid 2009). This tool is also used during trackpad replacement in the MacBook (13-inch, Aluminum, Late 2008), MacBook Pro (15-inch, Late 2008), and MacBook Pro (17-inch, Early 2009). Multiple Products Tri-lobe #0 Screwdriver (922-8991) An enlarged example of this type of screw head is also shown here for reference.

This tool is used during trackpad replacement in the MacBook (13-inch, Aluminum, Late 2008). MacBook (13-inch, Aluminum, Late 2008) Tri-lobe #00 Screwdriver (922-9013) An enlarged example of this type of screw head is also shown here for reference.

This tool is used to remove the bottom cover screws during the MacBook Air (Mid 2010). MacBook Air (Mid 2010) Pentalobe Screwdriver (076-1372) An enlarged example of this type of screw head is also shown here for reference.

This tool is used to remove the logic board assembly in the Mac mini (Mid 2010). Mac mini (Mid 2010) Logic Board Removal Tool (922-9588)

Further Reading

Review the Apple support article HT3452 titled 'Hand Tools for Desktop and Portable Repairs" (AASP and SSA only). Back to top

Next: Exercise Answer Key

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. You need to replace the optical drive in a MacBook Pro (15-inch Mid 2009). To do this, the battery needs to be removed first. What special tool is required for battery removal? You need a Torx Plus Tamper 6 screwdriver (922-9101) 2. You are about to remove a heat sink from a Mac Pro (Early 2009). What tool do you need? You need a long-handled 3mm flathead hex driver. 3. You are about to replace a hard drive on an iMac (27-inch Late 2009). List the tools you need to just access, not remove, the hard drive. ESD wrist strap and mat Suction cups Gloves Silicone Roller Polishing Cloth Sticky Sheet ESD Bag Microfoam Bag Torx T10 screwdriver 4. What special fixture is used for supporting the logic board in a MacBook Pro

(15-inch Mid 2009)? Logic Board / Fan / Heat Sink Service Fixture (922-9102) 5. You need to check if a backup battery in a Mac Pro (Early 2009) is properly charged. What measurement tool do you need to use? A multimeter set to check Volts DC 6. You need to replace the trackpad on a MacBook Pro (13-inch Mid 2009). This means removing the battery. What special tool is needed to do this? Tri-lobe #0 Screwdriver (922-8991)

Next: This concludes the Hardware Tools course.

Identifying Accidental Damage

Getting Started
Welcome to the Identifying Accidental Damage Course. Apple-Authorized service locations may encounter customer computers that exhibit accidental damage. Since accidental damage is not covered by Apple Warranty or AppleCare service contracts, it is important to recognize damaged computers and to know how to handle the customer interaction and the processing of such repairs. This course will give you practice in recognizing indications of accidental damage and will show you how to work with customers and process the repairs of such computers. NOTE: Only Apple-Authorized service locations can perform warranty-related repairs.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

None

Time Required

40 minutes

Course Objectives

Identify portable Mac computers that exhibit accidental damage. List common customer objections to a diagnosis of accidental damage. Identify correct responses to these customer objections. Describe the consequences of an incorrect repair quote for an accidentally damaged computer. Describe the process of providing an accurate quote for an accidentally damaged computer. Return to top

Next: Course Exercise

Course Exercise
Note: Open this page separately and then review each course section and complete the exercises for that section. Damage Overview 1. You are inspecting a customer's MacBook Pro that has not been previously repaired and notice that several of the screws in the bottom case appear scratched. What does this tell you? How should you proceed? 2. A customer states that their unbootable MacBook Pro was dropped a short distance but that it worked just fine after the accident. You can see a dent on the corner of the unit. What should you explain to the customer? Breaking the News 1. Listen to the following conversation and list the mistakes the technician makes working with the customer. Unskilled Approach Unskilled Transcript

2. Now listen to the technician working with the same customer and list how this conversation differs. Skilled Approach Skilled Transcript Processing Damaged Computers 1. What do you do differently when setting up a repair of an accidentally damaged computer? Return to top Next: Damage Overview

Damage Overview

Introduction Knowing What Undamaged Products Look Like External Damage External Damage Examples Internal Damage Internal Damage Examples Delayed Symptoms

Introduction
Today, customers take their computers with them much more frequently than they used to. Portable computers have become increasing popular and are often found outside of the workplace or home. With this increased mobility comes increased risk of damage. Customers will accidentally drop their computers, hit them against hard surfaces, spill liquids on them, and otherwise damage them. When this occurs, the computer may continue to work or it may exhibit a wide range of symptoms. For this course, we will concentrate on Apple portable computers since they are more prone to risk. Let's first take a look at external damage and how you can spot it.

Knowing What Undamaged Products Look Like

Before you can evaluate damage, you need to be familiar with what an undamaged computer of the same model looks like. If you do not have ready access to new products, we suggest that you use the Apple website: http://www.apple.com/mac/ to get at least some ideas of what products should look like. Most product pages have design links that provide good illustrations.

External Damage
The key to recognizing external damage is to take the time to carefully inspect the computer. Here is a brief list of some steps you should take:

With the lid closed, look carefully at the edge where the LCD and keyboard meet. Are the edges meeting evenly? Are there any cracks, dents or scratches on the exterior of the computer? Be sure to look at all surfaces of the computer for cracks, dents, scratches or stains. Look over the I/O ports to see if there are any indications of damage to the ports such as damaged pins or contacts, and cracked or chipped connectors. Open the lid and confirm that the hinges are working smoothly. Check for any sign of forced entry in the battery bay or around the keyboard. Carefully inspect the LCD for scratches on the display coatings or cracks in the glass. You can also shine a bright light on the display to help identify damage. If you can boot the computer, do so and see if the display is showing white spots due to compression on the back of the screen. Look for a gap at the junction of the LCD bezel and the LCD panel. A gap is a sign of torque damage (the computer was twisted or opened too far). Is there any unusual odor coming from the computer? This may indicate spill damage. Check the keyboard for any residue between the keys. This is a clear indicator of spill damage. Take digital photos of any external damage found.

External Damage Examples

The following images show examples of external accidental damage:

Missing screw, scratches and dents in case.

Chipped plastic due to drop on corner of computer

Crushed corner due to drop

Gap on external case due to being dropped Note that the opposite corner of the computer will likely be misaligned as well.

Cracked Screen

Spill reside on outside of computer

Internal Damage
Even if a computer appears undamaged on the outside, you may find indications of damage once you open it up. Some things to look for include:

When you open up the computer do the screws appear to have been taken out previously? If there is no prior repair history, this is a warning to look quite carefully at the condition of internal components. Is there any foreign material in the computer? This includes dirt, dried drink residue, and pet hair. Any gummy stains are normally a sign of spill damage. Is there any oxidation or discoloration inside the computer? This can indicate spill damage. Once you open the computer do you smell anything? For example, an ammonia-like smell is an indicator of pet urine. (Please note that Apple's repair depots may refuse to repair a damage that has been damaged by pet urine. It is considered a biohazard.) If you smell any unusual odors, be sure to wear rubber or nitrile gloves when handling the computer. Also work in a well-ventilated area. If you suspect spill damage, place an absorbent cloth on your work area and hold the computer upside down over it. This will reveal any liquids in the computer. If you locate internal damage, it is strongly recommended that you take digital photos of

the damage.

Internal Damage Examples

Here you see some symptoms of internal accidental damage:

Spill residue inside computer

Internal damage in a MacBook dropped on its corner

Delayed Symptoms
Sometimes, a customer will drop a computer or spill something on it and find that the computer continues to work for a while. As an example, the logic board may be cracked by a drop but the crack may not open up immediately. Another example is a spill that is quickly wiped up on the outside but subsequently

reaches an internal section of the computer that can be shorted out. Another example occurs when a hard drive is damaged by an impact but may continue to work at a lower standard of performance. In some cases, quite some time may pass before the drive finally fails. Just because a computer works for a while does not mean that accidental damage is not the cause of the issue.

Return to top

Next: Breaking the News to the Customer

Breaking the News to the Customer

Why Technicians Don't Like Breaking the News How to Break the News Common Customer Objections Ways to Respond to Customer Objections Course Exercise Reminder

Why Technicians Don't Like Breaking the News No one enjoys conveying bad news. In a situation where a customer's computer has experienced accidental damage, the service technician is faced with an unpleasant task. Customers can often confuse the messenger with the message and blame the technician for identifying accidental damage. The following sections give you some guidelines for dealing with customers upset with such a diagnosis. Please note that these suggestions are based on experience with customers in the US and Canada.

How to Break the News

Tell the customer that there appears to be some accidental damage to the computer. Do NOT blame the customer for the damage you do not know how it occurred. Do NOT use the word "abuse". Carefully point out the dent, crack, stain, or other damage to the customer Explain that this damage means that the current issue is not covered by warranty or AppleCare. Be quiet and let the customer vent. This may take a while but do not interrupt. When responding to the customer do not raise your voice. Use the positioning offered at the bottom of this page to guide your responses. End your statements with a question to the customer as to whether they want the computer repaired. Either give the computer back to the customer or process it as an accidentally damaged computer.

Common Customer Objections When informed of accidental damage, customer will often object with one or more of the following statements:

What do you mean? What damage? That has nothing to do with my problem. I dropped it but it worked fine afterward. Warranty should cover this kind of thing. AppleCare should cover this kind of thing. Just see if Apple will cover it. I really can't afford an expensive repair. This isn't fair.

Ways to Respond to Customer Objections What do you mean?

People do not hear bad news. This is normal. It means that you may have to repeat yourself several times before the customer will acknowledge what you are saying about their computer being damaged. When you repeat yourself, keep your voice at an even level. Do not talk loudly. Do not mumble. Preface your statement with something like "I am really sorry, unfortunately.....". What damage? Once the customer has acknowledged your first statements, describe the damage in a neutral, blameless way. You will need to point out the damage you found and may need to compare the customer's computer to an undamaged computer of the same model. The customer needs to acknowledge that there is something not normal about their computer's exterior. Remember, as well, the customer may be fully aware of the damage but is too embarrassed to acknowledge it. Denial is very human. That has nothing to do with my problem. Customers do not normally understand how computers are constructed. Their experience is with the outside of the shell, not the internal components and connections. It may be difficult for a customer to acknowledge that what appears to be minor dent can destroy a logic board or other major component. Some possible responses to such a customer might include:

The exterior shells of computers are pretty rugged. It takes a fairly strong shock to dent or crack them. If we see this kind of external damage, we know that a computer failure is most likely related. Components in a computer are tightly packed together. This means that denting the case will have a major effect on what's inside. Some spills can cause corrosion and eventual failure of the computer. It may not fail immediately but will eventually do so.

I dropped it but it worked fine afterward. In many cases, the damage and the computer failure do not occur at the same time. This can lead the customer to believe that what you have identified as relevant

damage is not related to the computer failure. Some possible responses to this customer belief include:

Sometimes components can crack upon impact but the electrical and data connections may not open or short until well after the crack occurs. This can be due to flex on the computer chassis or expansion or contraction with temperature change. Spills may work their way into a computer after the external liquid is mopped up. This can take some time and lead to computer failures some time after the spill.

Warranty should cover this kind of problem. Many customers believe that a warranty means complete no-fault coverage. In fact, Apple's warranty on computer products specifically calls out the following instances where the warranty will not cover computer failures:

Accident Misuse Flood Fire Earthquake Other external causes

These exclusions are normal for computer products. NOTE: You can review Apple's product warranty at this address: http://www.apple.com/legal/warranty/ AppleCare should cover this kind of problem. AppleCare Protection Plans cover computer failures with the same exclusions as the original product warranty. While APP gives extended access to support and provides a longer service contract, it does not alter the types of situations where coverage is denied. One possible suggestion is to ask the customer if they have personal property insurance through coverage on their home or via the credit card used to purchase the computer.

Just see if Apple will cover it. In some cases, customers will pressure you to submit a depot repair in hope that the damage will slip by inspection and they will not have to pay for the repair. In such cases, the following positioning may help:

You value the customer's business and don't want to waste their time. If you send in the computer without noting the damage, a requote will be made at the repair depot based on the damage. The computers are carefully inspected when they arrive at the repair depot and damaged items do not slip through. A requote means several additional days before the repair is done or the computer is sent back unrepaired. The customer must be contacted to approve or refuse the repair quote. This can take some time depending on how quickly the customer responds.

I really can't afford an expensive repair. This objection is a tough one to work with. At the same time, offering a reduced quote will only create additional problem for you and the customer. If the repair is being done by your facility rather than at an Apple depot, you may be able to fix enough of the computer to enable the customer to get by for now. Depots do not do such "partial repairs". This isn't fair. When a customer makes this statement, they are basically making a call for help or trying to deny the situation. In either case, it helps to let them vent and then try to explore the possible options with them. Options include:

Backing up the customer data to a drive or disc. Seeing if the computer is marginally usable for now.

Course Exercise Reminder Please access the Course Exercise if you have not already done so and listen to the audio examples of good and poor customer service. Return to top

Next: Processing Damaged Computers

Processing Damaged Computers

Overview Why Giving a Low Quote Is Not a Good Idea

Overview NOTE: This section covers the steps that a repair technician at an Apple-Authorized service location would do when setting up a repair in the Global Service Exchange (GSX) system. If you use a different system or are not part of an Apple-Authorized facility, please skip this section. When setting up a repair for a computer with accidental damage, there are three things that differ from normal repair processing: 1. Checking the "Accidental Damage" checkbox in the repair documentation. (This screen component is found in Global Service Exchange when setting up a Mail-In Repair.)

2. Selecting "Yes" or "No" from the options for "Address Cosmetic Damage?" NOTE: Cosmetic damage (e.g. scratches, blemishes, minor dents, etc.) is damage that does not negatively affect the operation of the computer in any way. In most cases, cosmetic damage is not covered by warranty. Accidental damage is damage that, whether cosmetic or not, negatively affects

the operation of the computer. When assigning repair tiers in a case of accidental damage, remember that accidental damage must be addressed before cosmetic damage is addressed. 3. Selecting the appropriate tier for the repair.

Why Giving a Low Quote Is Not a Good Idea It is very natural to want to make a customer's situation as painless as possible. If the customer has a damaged computer, they are upset and prone to confusing the messenger (you) with the message (They have to pay for the repair.) Unfortunately, it does no good to attempt to send in a damaged unit for mail-in repair unless the damage is identified in the service record. A damaged unit will be spotted as soon as the computer is unpacked. This will require a requote and will waste your time and the customer's. Misidentifying the repair tier will also lead to requotes and delays. It is best to provide an accurate estimate the first time. Remember that the depot will adjust a repair cost down if it finds that there is a less expensive repair required. Return to top

Next: Course Exercise Answer Key

Course Quiz Answer Key

Compare your answers to those shown here. Correct answers are in bold.

Damage Overview 1. You are inspecting a customer's MacBook Pro that has not been previously repaired and notice that several of the screws in the bottom case appear scratched. What does this tell you? How should you proceed? First of all, you do not accuse the customer of anything. You do make sure to inspect components and connections carefully to make sure that they were not damaged by someone tampering with the computer. 2. A customer states that their unbootable MacBook Pro was dropped a short distance but that it worked just fine after the accident. You can see a dent on the corner of the unit. What should you explain to the customer? Sometimes computers will work for a time after damage occurs. Breaking the News 1. Listen to the following conversation and list the mistakes the technician makes working with the customer. Unskilled Approach Unskilled Transcript Made customer wait. Hostile tone of voice. Accused customer of damaging the computer. Did not offer any solutions. 2. Now listen to the technician working with the same customer and list how this conversation differs.

Skilled Approach Skilled Transcript Was responsive to customer. Pleasant tone of voice. Did not accuse the customer of anything. Offered to check for damage and produce estimate. Processing Damaged Computers 1. What do you do differently when setting up a repair of a damaged computer in Global Service Exchange? Check "Accidental Damage" checkbox Answer yes or no to "Address Cosmetic Damage" Identify correct labor tier for repair quote Return to top

Next: This concludes the Identifying Accidental Damage course.

iMac
Getting Started
Welcome to the iMac course. This course will enable you to troubleshoot the most recent models of the iMac series. It concentrates on these models:

iMac G5 Intel-based iMac computers

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

120 minutes

Course Objectives
Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: iMac Overview

iMac Overview

Introduction

Introduction The iMac series started in 1998 with the introduction of the iMac (Bondi Blue) CRTbased computer. Since that time the iMac has undergone two major redesigns in addition to transitions from G4 to G5 to Intel processors. Throughout all this, the focus of the iMac has always been to provide consumers with a easy to use but powerful computing solution. This course does not cover the earlier CRT-based iMac models or the subsequent flatpanel iMac computers since they are nearing their end-of-life with regards to service

parts support from Apple. Instead, we will start with the iMac G5 computers. Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

iMac G5 Access and download the service manuals for the iMac G5 (17-inch), iMac G5 (ALS), and iMac G5 (17-inch iSight). Once you have the manuals downloaded, answer the following questions and do the following activities: 1. Does the iMac G5 (ALS) have an internal power button? (Hint: Search the service manual PDF)

2. You are troubleshooting an iMac G5 that does not read DVDs. What is the first thing you should check according to Apple resources? 3. You are trying to see if an IR remote for an iMac (iSight) is working. What is the recommended procedure to do this?

4. Review and compare the steps needed to access the logic board on an iMac G5 (ALS) and an iMac (iSight).

Intel-based iMac 1. How do you start up in Apple Service Diagnostic on an iMac (Early 2006)? 2. You have accessed the diagnostic LEDs on an iMac (Late 2006) and see that LED #1 is lit. What does this indicate? 3. Access and download the service manuals for the iMac (17-inch Late 2006) and the iMac (24-inch). Compare how each computer is opened up for internal access. 4. If an iMac (Early 2006 17-inch) is plugged in, what precautions must you take if the computer is opened up? 5. You are about to troubleshoot an iMac (Early 2006) for a power supply related issue. An associate recommends using the diagnostic LEDs. Is this good advice?

iMac (Mid 2007) 1. List the special tools needed to open up and service an iMac (Mid 2007).

2. Another technician is about to remove the glass front panel from an iMac (Mid 2007) using a nylon probe to pry the glass off of the magnets. He asks if this will work. What do say to him?

3. What do you use to clean the inner surface of the glass panel? 4. What do you use to clean the outer surface of the glass panel?

iMac (Early 2008)

1. A customer asks if he can use the RAM memory he installed in his iMac (Mid 2007) in his new iMac (Early 2008). What is your answer?

iMac (Early 2009) 1. When removing the iMac (Early 2009) logic board, you should grasp and handle the board _____? A. by its circuits B. by its heat sink C. using one hand D. using two hands Next: iMac G5 Overview

iMac G5 Overview

iMac G5 Models and Manuals Repair Differences Regular Tools Required Special Tool Required

iMac G5 Models and Manuals The iMac G5 series consisted of these models:

iMac G5 - August 2004 iMac G5 (ALS) - May 2005 iMac G5 (iSight) - October 2005

Service Manuals were produced for each model and screen size. The following service manuals can be accessed from Service Source:

iMac G5 (17-inch) iMac G5 (20-inch) iMac G5 (ALS 17-inch) iMac G5 (ALS 20-inch) iMac G5 (17-inch iSight) iMac G5 (20-inch iSight)

Repair Differences The iMac G5 series consists of two extremely different types of design concealed within very similar shells. The original iMac G5 and the iMac G5 (ALS) were designed for customer replacement of most service modules. For this reason, the units were simple to open and provided very direct access to almost all of the service parts. The iMac (iSight) was designed to minimize size and weight while providing improved features. It required special steps and tools to open the unit up. Inside, the layout of components was very different from the preceding models. With this change, it became extremely important to quickly identify which model is being fixed. You can lose a lot of time looking at the wrong iMac G5 manual.

Regular Tools Required iMac G5/iMac G5 (ALS) The following regular tools are required for the iMac G5, the iMac G5 (ALS), and the iMac (iSight) models:

Phillips #2 screwdriver Phillips #1 screwdriver Flat-blade screwdriver Torx T6, T8, and T10 screwdriver Jewelers flat-blade screwdriver Nylon probe tool (black stick 922-5065) Needlenose pliers Soft cloth (to protect removed parts from scratches)

Special Tool Required In addition to the regular tools listed above, the iMac (iSight) computer requires a special access card (part 922-7172) to open the front bezel.

Details of using this tool are provided in the Hardware Service Issues course. Back to top

Next: iMac G5 Service Issues

Diagnostic LEDs

iMac G5 Diagnostic LEDs How to Access the iMac G5 Diagnostic LEDs iMac (iSight) LEDs How to Access iMac G5 (iSight) LEDs Safety Concerns for iMac iSight

iMac G5 Diagnostic LEDs The original iMac G5 was the first Apple product to incorporate a series of LEDs (indicator lights) on the main logic board in order to specifically diagnose hardware problems. They were also present on the iMac G5 (ALS) models in much the same configuration. These LEDs can indicate the failure of these modules:

Power supply Logic board LCD display or inverter

The diagnostic LEDs can be useful when an iMac G5 is in one of two states:

The iMac G5 doesn't appear to power on The iMac G5 doesn't appear to display video

With symptoms like these, you can use the LEDs to identify which hardware module(s) may be causing the problem. You will learn about these symptoms in greater detail in the next few pages. The diagnostic LEDs are on the inside of the iMac G5. You must remove the iMac's back cover to access them. The steps to remove the back cover are covered in the next section, "How to Access the iMac G5 Diagnostic LEDs. The iMac G5 diagnostic LEDs are shown below:

This image shows an iMac G5 (17-inch). The LEDs are in a similar location on the iMac G5 (20-inch). Above the white arrow, there are four LEDs: 1. 2. 3. 4. Power Supply LED Logic Board LED Video Signal LED Overtemp LED

The Power Supply LED indicates whether or not the iMac G5 power supply is working properly. This LED is ON when your Power Supply is working correctly. The Logic Board LED indicates that the main logic board is working properly. This LED is ON when the computer is powered on and the logic board is working correctly. The Video Signal LED indicates that the computer is producing a video signal for the internal monitor. This LED is ON when the computer is powered on and a video signal is being generated.

The Overtemp LED only lights up if the G5 processor is running over temperature. This LED is OFF when the computer is powered on and the processor is running at the correct temperature. NOTE: When reading the diagnostic LEDs, you must plug in the computer's power cord while the rear cover is removed. It is extremely important to follow all ESD and safety instructions provided in the repair steps.

How to Access the iMac G5 Diagnostic LEDs The steps shown here use an iMac G5 (17-inch). The iMac G5 (20-inch) models have nearly identical steps. To access the diagnostic LEDs, follow these steps: 1. Turn your computer off by choosing Shut down from the Apple menu. 2. Disconnect all cables, and unplug the power cord from your computer:

3. Place a soft, clean towel (or cloth) on the desk or surface. Hold the sides of the computer and slowly lay the computer face down:

4. Locate the three case screws circled below. You may have to lift the stand to locate the middle case screw.

These screws are captive, part of the display bezel assembly, and cannot be removed. 5. Using a Phillips #2 screwdriver, loosen the three captive screws. Turn the two outer screws all the way counterclockwise until they stop turning. The middle screw behaves differently: turn the middle screw counterclockwise about five revolutions.

6. Holding the back cover by the metal stand, tilt the cover up and lift it off the computer. Set the back cover aside. You can now access the iMac G5 diagnostic LEDs.

iMac (iSight) LEDs The iMac (iSight) has a slightly different array of diagnostic LEDs. Here you see their location on the logic board:

Here is what each one indicates:

LED 1: Indicates that trickle voltage from the AC power inlet to the power supply has been detected. This LED will be ON when the computer is turned off and your power supply is working correctly. LED 2: Indicates that the main logic board has detected proper power from the power supply when the computer is turned on. This LED will be ON when the computer is turned on and the power supply is working correctly. LED 3: Indicates that the main logic board has established communication with the LCD display. LED 4: Indicates a processor over-temperature condition. The computer will shut down when this LED turns on.

How to Access iMac G5 (iSight) LEDs To access the iMac G5 (iSight) LEDs, you have to:

remove the front bezel

disconnect the camera board connectors peel back the lower EMI shield remove the speakers

Safety Concerns for iMac (iSight) Testing Under Power Using the diagnostic LEDs on an iMac G5 (iSight) to check for power issues requires powering on the computer with the diagnostic LEDs visible. IMPORTANT: The AC/DC power supply board is a high voltage source with the unit under power, and remains powered up whenever it is plugged in, whether or not the computer is turned on. Use extreme caution when troubleshooting the computer with the front bezel removed.

Disconnect power to the computer before performing maintenance. Dont work alone. In the even of an electrical shock it is important to have another individual present who can provide assistance. Keep one hand in your pocket when working on any iMac G5 (iSight) that is plugged in. This will help ensure that your body does not provide a path to ground in the event that you accidentally make contact with the line voltage. Dont wear jewelry, watches, necklaces, or other metallic articles that could present a risk if they accidentally make contact with the power supply circuitry.

To power on the computer with the diagnostic LEDs visible:

Follow the service manual steps in the Accessing the Diagnostic LEDs procedure. Stand up the computerreturn it to an upright position. Plug in the power cord. Press the power button at the rear of the unit. Observe the LEDs, which will come on indicating the computer status. Back to top

Next: Intel-based iMac Overview

Intel-based iMac Overview

Intel-based iMac Models and Manuals Repair Differences Tools Required

Intel-based iMac Models and Manuals The Intel-based iMac consist of the following models:

iMac (21.5 and 27-inch Mid 2010) iMac (21.5 and 27-inch Late 2009) iMac (20-inch Mid 2009) iMac (24-inch Early 2009) iMac (20-inch Early 2009) iMac (20-inch Early 2008) iMac (24-inch Early 2008) iMac (20-inch Mid 2007) iMac (24-inch Mid 2007) iMac (17-inch Early 2006) iMac (20-inch Early 2006) iMac (17-inch Mid 2006), iMac (Late 2006 CD) iMac (17-inch Late 2006) iMac (20-inch Late 2006) iMac (24-inch)

Only two models share a service manual. They are:

iMac (17-inch Mid 2006), iMac (Late 2006 CD)

All the rest have separate service manuals.

Repair Differences While all of these models are different in layout, there is one key difference between the iMac (24-inch) model and the rest of the models produced before 2007. No special card tool is required to open the 24-inch iMac. Access into the iMac (24-inch) is via removing screws. From 2007 onward, access is provided by removing the LCD from the iMac. This procedure is described later in this course.

Tools Required The following regular tools are required for all Intel-based iMac computers:

ESD-safe workstation and mat Soft, clean towel or cloth (to protect the display and removed parts from scratches) Black stick (or other nonconductive nylon or plastic flat-blade tool) Phillips #1 screwdriver Phillips #2 screwdriver Torx T8 screwdriver (magnetized) Torx T6 screwdriver (magnetized) Torx T10 screwdriver (magnetized) Flat-blade screwdriver Permanent ink felt-tip pen (Helps keep track of cable routing and sensor locations.)

NOTE: The access card (part 922-7172) is used to open all models before 2007 except for the iMac (24-inch). Later models use a completely different procedure for opening the case. Back to top

Next: Intel-based iMac Service Issues

Intel-based iMac Service Issues

iMac (Late 2006) fans run at full speed after computer turns on Temperature Sensors for Hard Drives Boot Camp iMac (Mid 2006) starts up with no video Processor Stays on Logic Board

iMac (Late 2006) fans run at full speed after computer turns on Issue or symptom: After plugging in the iMac and turning it on, the fans (blowers) may be noisy and appear to run at full speed. In this event, shutting the iMac off and turning it on again wouldn't fix the issue. SMC reset is recommended to resolve this issue. Products affected

iMac (17-inch Early 2006) iMac (20-inch Early 2006) iMac (17-inch Late 2006 CD) iMac (17-inch Late 2006) iMac (20-inch Late 2006) iMac (24-inch)

Solution If you press the iMac power button while you are inserting the power cord, the iMac will enter a mode in which the fans (blowers) run at full speed. In order to correct the issue, reset the SMC and then start the computer by pressing the power button AFTER the power cord has been fully inserted. The iMac should now start up and operate as expected.

Temperature Sensors for Hard Drives When replacing hard drives in Intel-based iMac computers, transfer hard drive temp sensors from the defective hard drive to the replacement drive. Use the double stick tape included with the replacement drive to attach the sensor.

Boot Camp When installing Boot Camp, run Software Update to make sure that your system is up to date. If an incorrect version of the OS is installed, the computer will boot to a gray screen.

iMac (Mid 2006) starts up with no video A No Video condition can result from changing the brightness setting in Display preferences. Installing the 10.4.8 update corrects this issue. For complete information, see the Apple support article TA24192"iMac (17-inch Mid 2006) starts up to black screen or no video".

Processor Stays on Logic Board When returning known-bad Intel-based iMac logic boards to Apple, the processor must be returned with the logic board. Back to top

Next: Diagnostic LEDs

Diagnostic LEDs

Intel-based iMac LED Differences The iMac (Early 2006)

iMac (17-inch Mid 2006), iMac (17-inch Late 2006 CD), and iMac (Late 2006) iMac (24-inch)

Intel-based iMac LED Differences In the Intel-based iMac computers there are different implementations of diagnostic LEDs.

The iMac (Early 2006) The iMac (Early 2006) models have no troubleshooting LEDs.

iMac (17-inch Mid 2006), iMac (17-inch Late 2006 CD), and iMac (Late 2006) iMac (17-inch Mid 2006), iMac (17-inch Late 2006 CD), and iMac (Late 2006) models have three diagnostic LEDS with the following functions:

iMac (Late 2006 17-inch) LED location LED #1 Indicates that the trickle voltage from the power supply has been detected by the main logic board. This LED will remain ON whenever the iMac (Mid 2006 17-inch) is

connected to a working AC power source. The LED will remain on even when the computer has been shut down or put to sleep. The LED will turn off only if the AC power source is disconnected or the power supply is faulty. LED #2 Indicates that the main logic board has detected proper power from the power supply when the computer is turned on. This LED will be ON when the computer is turned on and the power supply is working correctly. LED #3 Indicates that the computer and the LCD display are communicating. This LED will be ON when the computer is turned on and video signal is being generated.

iMac (24-inch) iMac (24-inch) has four LEDs with the following functions:

LED #1 Indicates that the trickle voltage from the power supply has been detected by the main logic board. This LED will remain ON whenever the iMac (24-inch) is connected to a working AC power source. The LED will remain on even when the computer has been shut down or put to sleep. The LED will turn off only if the AC power source is disconnected or the power supply is faulty. LED #2 Indicates that the main logic board has detected proper power from the power supply when the computer is turned on. This LED will be ON when the computer is turned

on and the power supply is working correctly. LED #3 Indicates that the computer and the video card are communicating. This LED will be ON when the computer is communicating properly with the video card. If LEDs 1 and 2 are ON and you heard the startup sound, but LED 3 is OFF, then the video card might be installed incorrectly or need replacement. LED #4 Indicates that the computer and the LCD display are communicating. This LED will be ON when the computer is turned on and video signal is being generated. If the LED is ON and there is no display on the panel, the panel or inverter might be installed incorrectly or need replacement. Back to top

Next: iMac (Mid 2007) Introduction

Significant Features

New Look Rear Ports Faster Processors Graphics Memory Hard Drives 8x DL SuperDrive Other New Features New Keyboards and Mice

New Look The iMac (Mid 2007) features a stunning aluminum and glass finish and is thinner.

The display occupies a more balanced vertical look. The entire display is covered in an anti-glare glass covering.

The iMac (Mid 2007) is available in 20-inch and 24-inch display configurations. AppleCare names for these products are the iMac (20-inch Mid 2007) and the iMac (24-inch Mid 2007).

Rear Ports The iMac (Mid 2007) rear panel has

three USB 2.0 ports one FireWire 400 port one FireWire 800 port. 10/100/1000 Base-T Ethernet RJ-45 port mini-DVI connector to connect external displays using optional Apple adapters

Faster Processors The iMac (Mid 2007) has a single 64-bit Intel Core 2 Duo processor. 2.0 and 2.4 GHz processor speeds are available in the 20-inch configuration, and 2.4 and 2.8 GHz processor speeds are available in the 24-inch configuration. The 2.8 GHz configuration uses Intels Core 2 Extreme processor. The processor operates with a faster 800 MHz frontside bus.

NOTE: The processor is NOT removable.

Graphics The iMac (Mid 2007) uses an ATI Radeon HD 2400 XT graphics processor with 128 MB of dedicated GDDR3 VRAM. This module uses the MXM-II slot architecture. There is a CTO option for the ATI Radeon HD 2600 Pro (M76XT) with 256 MB of dedicated GDDR3 VRAM. The 20-inch display has a 1680 by 1050 native resolution. The 24-inch display has a 1900 by 1200 native resolution.

Memory The iMac (Mid 2007) comes standard with 1 GB of 667 MHz DDR2 memory, using a single 1 GB SDRAM SO-DIMM. It can be configured with up to 4 GB of memory using two 2 GB SDRAM SODIMMs. You can use PC2-5300 667 MHz DDR2 SDRAM SO-DIMMs in 512 MB, 1 GB, or 2 GB sizes to configure the iMac (Mid 2007).

Hard Drives The iMac (20-inch Mid 2007) comes standard with a 250 GB 3.5-inch Serial ATA hard disk drive. CTO options for the 20-inch configuration include 320 GB, 500 GB, and 750 GB sizes. The iMac (24-inch Mid 2007) comes standard with a 320 GB 3.5-inch Serial ATA hard disk drive. CTO options for the 24-inch configuration include 500 GB, 750 GB and 1 TB sizes.

8x DL SuperDrive All configurations of the iMac (Mid 2007) come standard with an 8X Parallel ATA Dual Layer SuperDrive optical disc drive.

Other New Features

Built-in stereo speakers with an internal 24-watt digital amplifier The 24-inch configuration is still capable of being VESA mounted. Apple Hardware Test (AHT) is now included on the hard drive.

New Keyboards & Mice Also being introduced along with the iMac (Mid 2007):

New low-profile Apple keyboard, with recessed keys on an aluminum platform, pre-programmed function keys and built-in USB 2.0 hub. New Apple Mighty Mouse that has a shorter cord (18.5 inches or 47 cm) to reduce desktop clutter. This cord is too short to connect to the back of the computer, and is designed to be used with the new keyboards build-in USB hub. The retail version of the new Mighty Mouse has a longer mouse cord (30 inches or 76.2 cm) Back to top

Next: Special Tools

Special Tools

Standard Tools Required Special Tools Required

Standard Tools Required You need the following tools to service all configurations of the iMac (Mid 2007):

Magnetized Phillips #1 screwdriver Magnetized Phillips #2 screwdriver Nylon Probe Tool (Apple part number 922-5065) or other stiff nonconductive plastic tool Torx T-6, T-8, and T-10 screwdrivers Flat-blade screwdriver

Special Tools Required Youll also need the following special tools to remove and clean the display and glass panel in all configurations of the iMac (Mid 2007). More detailed information to help you locate these tools is listed in the service manual for this product. Each of these products is part of the Kit, Tools, Cleaning, Starter Kit (076-1277)

Suction cups, package of 2

Sticky silicone roller to clean the glass panel

Sticky sheets to clean the silicone roller

Lint-free, anti-static gloves

Micro fiber terry-style polishing cloth, 14x16, package of 5 Microfoam bag to store the glass panel, package of 5

ESD bags, 24 x 20, package of 5 iKlear Apple Polish or Brillianize anti-static spray cleaning solution Back to top

Next: Special Procedures

Special Procedures

Glass Panel Issues Front Bezel Magnets Alignment Pins on Glass Glass Panel Handling Glass Panel Storage LCD Storage Glass Panel and LCD Cleaning

Glass Panel Replacement Procedure High Voltage Warning

Glass Panel Issues The iMac (Mid 2007) has a glass panel that attaches to the outside of the front bezel with several magnets. The following are issues you must be aware of when servicing this model of iMac

The glass panel is not tempered and will break into sharp pieces if mishandled. A scratched or broken glass panel is not covered under warranty. To prevent contamination the glass panel must only be handled by the edges while wearing lint-free gloves. Removing the glass panel requires special tools and must be done prior to replacing any internal components other than the SO-DIMMs. Special tools such as lint-free gloves, rubber suction cups, a sticky silicone roller, microfoam storage bags, and special cleaning techniques are required to remove, handle, and clean the glass panel. If the glass is broken it must be carefully removed from the iMac to prevent irreparable damage to the front surface of the LCD. If the front surface of the LCD is scratched by the broken glass the LCD may need to be replaced.

NOTE: Do NOT handle broken glass unless you are wearing protective cut-resistant gloves. The lint-free gloves used to prevent contamination of the glass panel are not suitable for handling broken glass.

Front Bezel Magnets The glass panel has a thin silver ferrous metal band affixed to the perimeter which is magnetically attracted to the fourteen magnets which are attached to the front bezel. These magnets hold the glass panel in place. Suction cups are used to pull the glass

panel away from the magnets on the front bezel.

Alignment Pins on Glass There are two alignment pins at the top of the glass panel near the camera, one pin at the bottom near the IR remote sensor, and a pin on the left and right side of the glass. IMPORTANT: If the glass is removed from the bezel at an angle, the metal alignment pins may bend, causing scratches on the inside of the glass and possibly requiring replacement of the glass panel.

Glass Panel Handling Here are some dos and donts when handling or cleaning the glass panel. You can find many more specific instructions, cautions, and tips in the service manual: DO

Handle glass panel using lint free gloves. Apple strongly recommends wearing clean lint-free gloves whenever handling the glass panel. The gloves protect the glass panel from body oils, dirt, and other contaminants. Put on a pair of clean gloves with the rubberized-side of the gloves on the palm side of your hand. Use ONLY a sticky silicone roller to clean the inside surface of the glass and the LCD panel. Use iKlear or Brillianize to clean ONLY the outside surface of the glass panel. Place the glass panel into a clean protective microfoam bag when it is not installed on an iMac. Store the glass panel in a safe area where it will not be broken or damaged.

DON'T

DONT Touch the inside of the glass with bare hands or dirty gloves. Difficult to remove fingerprints will result. DONT Clean the inside surface of the glass or the LCD with iKlear or any

other cleaning solution.

DONT Place the glass panel onto a work surface where it may collect dust and other contaminants unless it has first been placed into its protective microfoam bag. DONT Use single wipe iKlear packets or other cleaning solutions to clean the glass.

Glass Panel Storage Touching only the edges of the glass, slide the glass panel into the microfoam staticfree bag. Set the glass aside in a location where it wont get damaged while you work on the iMac. The bag will help minimize contamination of the glass.

LCD Storage Heres how to store the LCD panel during service:

To prevent the buildup of static charges which may attract dust particles to the surface of the display, store the LCD panel in a large anti-static ESD bag whenever it has been removed from the computer. Pay particular attention to the black quarter-inch foam strip that goes around the perimeter of the panel, and avoid getting any dust or other contamination on this foam strip.

Do not leave the LCD panel sitting outside of an ESD bag whenever its removed from the computer. This is why large ESD bags are available for this product.

Glass Panel and LCD Cleaning Heres how to clean the glass panel and LCD panel: 1. First, roll the sticky silicone roller over the LCD panel to remove any particles.

2. Next, clean the INSIDE of the glass panel with the clean silicone roller. Gently roll the clean silicone roller over the inside of the glass. Note: The glass panel is delicate and will break if too much pressure is applied. 3. The sticky silicone roller may accumulate dust or debris during cleaning. To clean the roller, roll it back and forth once or twice on the sticky paper. Some tips to remember when cleaning these panels:

Any fingerprints on the LCD panel or inside surface of the glass panel will transfer to the silicone roller. The silicone roller will then transfer this dirt to other LCDs or glass panels If any cleaner is used on the LCD or inside surface of the glass panel, a haze may develop that's very difficult to remove. If such a haze does exist, the customer may request a replacement LCD or glass panel.

Glass Panel Replacement Procedure To replace the glass panel, hold the glass by the edges, and carefully line up the metal pins on the inside of the glass panel with the holes at the top of the front bezel and the hole at the bottom of the bezel. Gently lower the glass panel onto the bezel. The magnets on the front bezel will pull and hold the glass panel in place. Clean the outside of the glass panel with a clean microfiber cleaning cloth. If necessary, spray a small amount of iKlear or Brillianize polish on the outside of the glass panel. Wipe the glass until the solution completely disappears and there is no longer any residue or haze.

High Voltage Warning When this iMac is plugged in to AC power , be aware that the power supply board is not covered, and contains high voltages that pose a potential hazard to your personal

safety. Never work on or near the power supply with the unit powered on, and as a further precaution always make sure the unit is unplugged when working on it with the front bezel removed. This is because the power supply board remains energized whenever it is plugged in, whether or not the computer is turned on. Follow all safety precautions you would follow as if working around a CRT. These precautions are described in the service manuals; please consult them before performing any work inside this iMac. Back to top

Next: Diagnostic LEDs

Diagnostic LEDs

iMac (Mid 2007) LEDS

iMac (Mid 2007) LEDs iMac (Mid 2007) has four LEDs with the following functions. NOTE: This is same functionality as the iMac (24-inch) LEDs.

LED #1 Indicates that the trickle voltage from the power supply has been detected by the main logic board. This LED will remain ON whenever the iMac (24-inch) is connected to a working AC power source. The LED will remain on even when the computer has been shut down or put to sleep. The LED will turn off only if the AC power source is disconnected or the power supply is faulty. LED #2 Indicates that the main logic board has detected proper power from the power supply when the computer is turned on. This LED will be ON when the computer is turned on and the power supply is working correctly. LED #3 Indicates that the computer and the video card are communicating. This LED will be ON when the computer is communicating properly with the video card. If LEDs 1 and 2 are ON and you heard the startup sound, but LED 3 is OFF, then the video card might be installed incorrectly or need replacement. LED #4 Indicates that the computer and the LCD display are communicating. This LED will be ON when the computer is turned on and video signal is being generated. If the LED is ON and there is no display on the panel, the panel or inverter might be installed incorrectly or need replacement. Back to top

Next: iMac (Early 2008) Overview

iMac (Early 2008) Overview

Introduction Key Features Physical Appearance

Introduction Penryn comes to iMac. The iMac (Early 2008) looks the same as the previous model; however, all models include more powerful Intel Penryn processors and faster memory. This model is opened using the same procedures and tools as the iMac (Mid 2007) model. Key Features This version of the iMac includes the following features:

The iMac (Early 2008) has the same aluminum enclosure and glass-covered, glossy display as the previous model. The 20-inch configurations have Intel Core 2 Duo 2.4 and 2.66 GHz processors. The 24-inch configuration has an Intel Core 2 Duo 2.8 processor. The 24-inch configuration has an optional 3.06 GHz processor and NVIDIA GeForce 8800 GS graphics processor with 512 MB GDDR3 SDRAM dedicated graphics RAM. Hard drive options: up to 500 GB for the "Good" configuration, up to 750 GB for the "Better" configuration, and up to 1 TB for the "Best" configuration. 4 GB RAM options are available for all configurations. The RAM type is PC26400 (800 MHz) SO-DIMM, which is faster than the RAM in the previous iMac models. All models include the Apple Keyboard (2007) and Apple Mighty Mouse (Standard 2007).

The iMac (17-inch CD Late 2006) configuration is still available (for education institutions only) and unchanged. Apple Hardware Test is on the iMac (Early 2008) hard drive; hold down the "D" key at startup to access it. The iMac (Early 2008) includes Mac OS X 10.5.2 (9C2028), iWork '08 30-Day Trial, and iLife '08

Physical Appearance Here are the key physical features of the rear and front of the iMac (Early 2008):

1. 2. 3. 4. 5. 6. 7.

Audio out Audio in Three USB 2.0 ports FireWire 400 FireWire 800 10/100/1000 Ethernet Mini-DVI

1. 2. 3. 4. 5. 6. 7.

Built-in microphone Built-in iSight video camera Video camera indicator light Left built-in speaker Integrated infrared (IR) receiver Right built-in speaker Slot-load optical disc drive

Back to top

Next: iMac (Early 2009) Overview

iMac (Early 2009) Overview

Product Overview Important Hardware Features Important Software Features

Environmentally-Friendly Features

Product Overview
The iMac (Early 2009) computer has a similar overall look as the previous iMac. Distinguishing exterior features are Mini DisplayPort (instead of mini DVI port) and 4 USB ports (instead of 3 USB ports) on the rear, and a tapered front edge on the stand. The iMac (Early 2009) features fast Intel Core 2 Duo processors, the latest generation of NVIDIA graphics, double the amount of memory across the line, and more hard drive capacity standard. A new version of the Apple Keyboard is also included.

iMac (20-inch, Early 2009) and iMac (24-inch, Early 2009)

Important Hardware Features

The 20-inch and 24-inch models of the iMac (Early 2009) include the following updated features:

Larger standard hard drive capacity Faster graphics controllers One additional USB 2.0 port (four total) Apple Keyboard (2009) included Mini DisplayPort Improved performance with DDR3 SDRAM and 1066 MHz memory bus speed 8 GB maximum system memory Serial ATA SuperDrive standard No FireWire 400 port; one FireWire 800 port

No video adapter in product box Works with Apple Stereo Headset with microphone

The iMac (20-inch, Early 2009) has the following updates:

One base configuration instead of two Faster Intel Core 2 Duo 2.66 GHz processor 2 GB RAM standard 320 GB drive standard MCP79 system controller and integrated NVIDIA GeForce 9400M graphics controller

The iMac (24-inch, Early 2009) has the following updates:

Three base configurations instead of two (2008 20-inch "Better" model becomes the 2009 24-inch "Better" model) Intel Core 2 Duo 2.66 GHz, 2.93 GHz, and 3.06 GHz processors standard (model-specific) 4 GB RAM standard 640 GB or 1 TB SATA 7200 rpm drive (model-specific) Updated graphics processors: o Integrated NVIDIA GeForce 9400M ("Better" model) o NVIDIA GeForce GT 120 with 256MB of GDDR3 memory ("Best" model) o NVIDIA GeForce GT 130 with 512MB of GDDR3 memory ("Best" and "Ultimate" models) o ATI Radeon HD 4850 with 512MB of GDDR3 memory ("Best" and "Ultimate" models)

CTO options:

4 or 8 GB RAM Hard drives (7200 rpm) 320 GB 640 GB 1 TB 3.06 GHz processor (model-specific) NVIDIA GeForce GT130/512 MB memory (model-specific) ATI Radeon HD 4850/512 MB memory (model-specific) Apple Keyboard (2007) wired keyboard with numeric keypad Wireless keyboard and mouse* Apple Remote

Various Apple software titles Various third-party software titles Apple accessories (listed below, sold separately)

*CTO wireless keyboard and mice are pre-paired at the factory with the computer when purchased together.
Accessories:

Apple Remote (MA128G/B) Apple USB Modem (MA034Z/A) Mini-DP to DVI (Single-Link) video adapter (MB570Z/A)* Mini-DP to DVI (Dual-Link) video adapter (MB571Z/A)* Mini-DP to VGA video adapter (MB572Z/A)* *Because of the display port update, Apple no longer provides a solution for composite or S-video out.

DIY (user-replaceable) parts:

RAM Apple accessories

Note: This list will not be updated.

Important Software Features

The iMac (Early 2009) ships with these discs:

Mac OS X Install DVD: Mac OS X 10.5.6 (9G2030), BootCamp drivers, XCode Tools - 2Z691-6230 Applications Install DVD: iLife '09, AHT (version 3A156 (20-inch), 3A157 (24-inch)) - 2Z691-6231

The included Mac OS X 10.5.6 version has these changes:

The updated installer blocks installation on computers that don't ship with this OS version. The installer is "unchained," which makes it simpler to reinstall bundled software like iLife.

The Energy Saver preference pane combines the Sleep and Options panes like the current generation of portables does.

Environmentally-Friendly Features
This product line continues Apple's commitment to a "greener Apple":

Highly recyclable aluminum enclosure Arsenic-free glass BFR-free internal components PVC-free internal cables Meets ENERGY STAR version 5.0 requirements EPEAT Gold rating Return to top

Next: iMac (Late 2009) Overview

Significant Issues

iMac G5 Intel-based iMac Computers

iMac G5
iMac G5: Fans are running at a constant high speed The fans on the iMac G5 may run at a constant high speed, or ramp very quickly to high speed. The fans do not vary once the high speed is reached. If the fan speed does vary, or makes an objectionable noise which varies with the speed of the fans, see article 303321 iMac G5: Troubleshooting loud fan noise. iMac G5: My computer stops responding during startup

Several things could make your iMac G5 stop responding as it starts up. Some of the solutions involve reinstalling software on the hard disk or replacing hardware components. Follow the steps below to get your iMac G5 working again. iMac G5 (Ambient Light Sensor): About the Ambient Light Sensor The iMac G5 (Ambient Light Sensor) contains an Ambient Light Sensor on the underside of the display bezel that adjusts the brightness of the sleep indicator light according to the level of the surrounding light. About the iMac G5 Video Out port and video mirroring You can use the video mirroring feature of an iMac G5 and iMac G5 (Ambient Light Sensor) when a display is connected to the video out port. Powering an accessory through the computer's USB port The USB ports on Mac computers provide 5 V and 500 mA for each port, regardless of whether the port is USB 1.1 or USB 2.0. This is in compliance with USB specifications. iMac G5 internal Bluetooth module shows that it's "Not Available" If you have an iMac G5 computer with an internal Bluetooth module that isn't accepting input from your Apple Wireless Keyboard and Apple Wireless Mouse, here's how to troubleshoot the issue. 1. Unplug all USB accessories from the computer. 2. Shut down the computer (if necessary, by pressing and holding the power button on the back of the computer). 3. Remove the power cord from the computer for one minute. 4. Plug the computer back in and start it up, leaving all USB accessories disconnected. The Bluetooth keyboard and mouse should pair normally at this pointtest them to be sure. 5. Reconnect the USB devices. iMac G5 (Ambient Light Sensor): Computer starts up to flashing question mark on first use Some new iMac G5 (Ambient Light Sensor) computers, both 17-inch and 20-inch models, may start up to a flashing question mark the first time you turn them on. If you start up the computer from the Install disc, Drive Setup on the Install disc may show that the hard drive has multiple partitions.

Intel-based iMac
Intel-based iMac, Intel-based Mac mini: How to reset the System Management Controller The System Management Controller (SMC) is a chip on the logic board that controls all power functions for your computer. If your computer is experiencing any power issue, resetting the SMC may resolve it. iMac (Early 2006) Won't Mount in Target Disk Mode on Mac OS X 10.3 or Earlier If you start up an iMac (Early 2006) in Target Disk Mode, it does not appear on a computer running Mac OS X 10.3 or earlier. Target Disk Mode works fine on computers running Mac OS X 10.4 or later. There are no issues going the other direction - if you start up a computer with Mac OS X 10.3 or earlier in Target Disk Mode, it appears when connected to an iMac (Early 2006) computer. The reason for this is that Intel-based Mac computers use a GPT disk partition map. This can only be read by other Intel-based Mac computers and by PowerPC-based Mac computers running Mac OS X 10.4 or later. iMac (Early 2006): Starting Up Into Apple Hardware Test Apple Hardware Test is used to check your computer for hardware issues. It's a way to determine whether an issue is caused by a hardware or a software configuration issue. It contains a suite of diagnostics that will test the hardware of your computer. An invisible partition on DVD 1 that came with your computer contains Apple Hardware Test. To start your computer up in Apple Hardware Test: 1. If the computer is already on, insert DVD 1 into the optical disc drive. If the computer is not on, turn it on and insert the disc as soon as possible after startup. 2. Hold down the "D" key before the gray screen appears during the startup process. (The computer is not case-sensitive at this point so it doesn't matter whether you have the caps lock key on or off - whether you use uppercase or lowercase D.)

3. It takes a few minutes for Apple Hardware Test to start up and inspect your hardware configuration. While this is taking place, an icon appears on the screen. When the process is complete, you are asked to pick a language. 4. Select your language and click the right arrow. 5. The Apple Hardware Test console appears. You can choose what sort of test or tests to perform. About Shared Graphics Memory iMac (Mid 2006 17-inch) uses the Intel GMA950 graphics controller for video output to the built-in display as well as the mini-DVI port. This graphics chip set is different from previous iMac models, because it shares the main system memory of the computer rather than having a dedicated amount of graphics memory. The GMA950 allocates a base amount of 64 MB for video and 16 MB for boot processes on startup. This leaves 432 MB of SDRAM available to Mac OS X in a standard system (configured with 512 MB SDRAM). Mac OS X makes the 16 MB used for startup available to the graphics processor for video texturing if needed. That provides a maximum of 80 MB for video processing. 3D and graphics-intensive applications are the most common types of applications that request more system memory for graphics use. Graphics Performance For best graphics performance, your iMac (Mid 2006 17-inch) ships from Apple with two equal-sized SO-DIMMs installed, one in each slot. When you install memory in your iMac (Mid 2006 17-inch) in equal-sized pairs, the computer gains some performance benefits from this memory being interleaved. If you upgrade the memory in your iMac (Mid 2006 17-inch), make sure you have matching size SO-DIMMs (both in terms of memory size and in speed) in each slot for best graphics performance. Bluetooth Requires External Third-Party USB Module The iMac (Mid 2006 17-inch) is not equipped with internal Bluetooth antennas. The existing Bluetooth card used in other iMac (Early 2006) configurations can not be used to upgrade these units to Bluetooth. Customers who want Bluetooth support on the iMac (Mid 2006 17-inch) must use an external third-party USB Bluetooth module.

iMac Starts Up To Black Screen An iMac (17-inch Mid 2006) may start up to a black screen. The situation may recur regardless of whether the computer is started up "cold" or restarted. In this case, if you hold down the power key to shut the computer down and then try to start it up again, the situation would not be resolved. If this occurs, the situation can be resolved by resetting NVRAM. The computer should display a gray screen, then start normally. Boot Camp Fails to Install on Some Units On some iMac (Mid 2006 17-inch) computers, Boot Camp may fail to install if the Mighty Mouse is plugged into one of the USB ports on the back of your iMac. Using another mouse during installation or connecting the Mighty Mouse to the keyboard allows Boot Camp to install without issue. Windows XP Graphics Properties Identify the iMac (Mid 2006 17-inch) as Portable When started up from a Windows XP partition on the iMac (Mid 2006 17-inch), the graphics properties show a power settings options button. The computer is seen as a portable computer with power settings option for running on battery. There is no workaround for this issue. TV Out Fails to Sync Video when Starting Up Windows XP TV output fails to sync properly with the iMac (Mid 2006 17-inch) when starting up in Windows XP. The TV is detected as a VGA display. There is no workaround for this issue. Memory Issues The iMac (17-inch Late 2006), iMac (20-inch Late 2006), and iMac (24-Inch) all support up to 3 GB of memory, These iMac computers come with a minimum of 512 MB of 667 GHz PC2-5300 Double Data Rate 2 (DDR2) Small Outline Dual Inline Memory Modules (SO-DIMMs). The two SO-DIMM slots are stacked (top and bottom) on the logic board behind the access door. A 512 MB, 1 GB, or 2 GB memory module may be installed for a maximum of 3 GB of memory. Although these iMac computers will accept up to a 2 GB SO-DIMM in each of the

two memory slots, the iMac will only support 3 GB total memory. If you want to maximize the amount of SDRAM in your computer, install a 2 GB SO-DIMM in one slot and a 1GB SO-DIMM in the other If you do install a 2 GB SO-DIMM in both the bottom and top memory slots of the computer, the About This Mac window and Apple System Profiler will both show that you have 4 GB of SDRAM installed. However, Activity Monitor and other similar applications will reveal that only 3 GB of SDRAM has been addressed for use by the computer. This is normal behavior. Also, since there is a separate video card in these three iMac computers, there is no need to pair DIMMs for maximum shared graphics performance. The iMac (17-inch Late 2006 CD) model, however, does benefit from DIMM pairing since it uses shared graphics memory. iMac Unexpectedly Shuts Down or Restarts Customers may report their iMac (Mid 2007) or iMac (Early 2008) intermittently shuts down or restarts without warning. The shutdown or restart may occur without warning during heavy usage, while attempting to put the computer to sleep, or while the computer is idle. Replacing the DC Power Supply/SATA/Inverter cable (pn 922-8188) on iMac (20inch, Mid 2007) or iMac (20-inch, Early 2008) computers if the customer reports repeated shutdowns or restarts, may resolve the issue. Diagnostic LEDs Depending on iMac model, there are either three or four built-in diagnostic LEDs on the logic board that can help troubleshoot the computer. On the iMac (21.5-inch, Late 2009), Diagnostic LEDs are located on the bottom right edge of logic board, whereas on the iMac (27-inch, Late 2009), they are located on the bottom left edge of the logic board. Diagnostic LEDs for both models are under a piece of black mylar tape and can only be seen when looking through the lower vents of the enclosure. Refer to the Apple Technician Guide for more information about the diagnostic LEDs and how to interpret them. Here is an illustration of both models highlighting the location of the diagnostic

LEDs:

iMac (21.5-inch, Mid 2010) Diagnostic LEDs iMac (27-inch, Mid 2010) Diagnostic LEDs

iMac (Early 2009) Logic Board Handling The logic board in the iMac (Early 2009) has an odd shape that is easily mishandled when removing it. Tip: Always use two hands to support the logic board and heat sink. Handling the board incorrectly could flex the board and damage the chips and circuitry. Never handle the board by the heat sink.

SD Card Slot iMac (Late 2009) includes a secure digital (SD) card slot on the right side under the optical drive slot. This is the same kind of slot previously included with some portable computer models. The only other slot on the iMac (Late 2009) is for the slot-loading SuperDrive. For more information, please see Apple support article HT3553, "About the SD card slot". The SD card slot does not "grab" the card the way some SD card slots do. However, because SD cards are treated like a disk volume, make sure to eject the disk in the Finder or Disk Utility before removing it. If you don't, you will see an inappropriate disk removal dialog. Mac OS X recognizes SD cards formatted for many common cameras. When you insert the card, iPhoto or Image Capture may open. If you want to change that behavior, see Apple support article TA26553, "iPhoto: How to Change the 'Open Automatically' Preference."

iMac (Late 2009) SD Card Slot

Typical SD Card

Examples of Card Types Not Supported in SD Card Slot

Target Display Mode The Mini DisplayPort on the rear panel of the iMac (21-inch, Late 2009) lets you connect an external display, including the Apple LED Cinema Display, to your iMac. On the iMac (27-inch, Late 2009) model, the same port offers both output and input, selectable with a hot key. So you can connect any external source that has DisplayPort output including a MacBook or MacBook Pro and use your iMac (27-inch, Late 2009) as a display. This feature is called "Target Display Mode." You are probably already familiar with the Mac feature called Target Disk Mode. When you put a computer in Target Disk Mode, it acts like a hard drive when you connect it to a second computer. When you put a computer in Target Display Mode, it acts like a display when you connect it to a second computer. Note: If the computer in Target Display Mode is the "target," then the computer using it as a display is the "source." In the example below, the iMac (27-inch, Late 2009) is the target, and the MacBook Pro with mini-DisplayPort connector is the source.

While the display of the target computer shows video from the source computer, the target computer is still running and providing any network or local services. The target computer acts like a "headless" computer (without a display); it's running, but you can't directly see what's going on while the source computer is using the target computer's display.

Tip: You could use Mac OS X Screen Sharing to view the target computer's screen on another computer. For more information, please refer to Apple support article HT3924, "Using a 27-inch iMac as an external display" Logic Board Test Points Test points, which can be used with a multimeter to verify proper power flow, are accessible on the logic board of iMac (Late 2009) models when the LCD panel is removed. Caution: Technicians should use extreme caution when performing measurements using these test points on a live computer. The Apple Technician Guide for this product contains several safety tips and guidelines for these procedures. Technicians should refer to the Apple Technician Guide for more information about the test points and how to safely use them to measure various voltages during troubleshooting. Here is an illustration of the iMac (21.5-inch, Late 2009) highlighting the location of the test points:

Exposed Power Supply

Power Supply Location iMac (21.5-inch, Mid 2010)

Power Supply Location iMac (27-inch, Mid 2010)

Warning: HIGH VOLTAGE:

The power supply remains powered up whenever the computer is plugged in, whether or not the computer has been turned on. Use extreme caution when troubleshooting with the glass panel removed.

o o

Dont work alone. In the event of an electrical shock it is important to have another individual present who can provide assistance. Keep one hand in your pocket when working on any iMac computer that is plugged in. This will help ensure that your body does not provide a path to ground in the event that you accidentally make contact with the line voltage. Dont wear jewelry, watches, necklaces, or other metallic articles that could present a risk if they accidentally make contact with the power supply circuitry.

Important:
Wait one (1) hour after unplugging the computer from the electrical outlet before removing the power supply or working near the power supply leads. The power supply contains a high voltage capacitor that may remain charged for up to an hour after

unplugging the computer. Reminder: If the unit needs to be plugged in for LED checks or similar troubleshooting, do NOT wear an ESD wrist strap. Any shock could be more dangerous since you are connected to ground.

LED Backlight Board

LED Backlight Board Location iMac (21.5-inch, Mid 2010)

LED Backlight Board Location iMac (27-inch, Mid 2010)

Warning: HIGH VOLTAGE:

The LED backlight board remains powered up whenever the computer is plugged in, whether or not the computer has been turned on. Use extreme caution when troubleshooting with the glass panel removed.

o o

Dont work alone. In the event of an electrical shock it is important to have another individual present who can provide assistance. Keep one hand in your pocket when working on any iMac computer that is plugged in. This will help ensure that your body does not provide a path to ground in the event that you accidentally make contact with the line voltage. Dont wear jewelry, watches, necklaces, or other metallic articles that could present a risk if they accidentally make contact with the power supply circuitry.

Important:
Use extreme caution when working around the LED backlight board. This module contains high voltage capacitors that may remain charged for up to an hour even when computer is unplugged. Never touch leads on top side of power supply, especially capacitor leads located near warning sign. Reminder: If the unit needs to be plugged in for LED checks or similar troubleshooting, do NOT wear an ESD wrist strap. Any shock could be more dangerous since you are connected to ground.

Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

iMac G5 Access and download the service manuals for the iMac G5 (17-inch), iMac G5 (ALS), and iMac G5 (17-inch iSight). Once you have the manuals downloaded, answer the following questions and do the following activities: 1. Does the iMac G5 (ALS) have an internal power button? (Hint: Search the service manual PDF) Yes it does. It is located to the left of the LEDs. 2. You are troubleshooting an iMac G5 that does not read DVDs. What is the first thing you should check according to Apple resources? You should try a known good CD or DVD in the unit.

3. You are trying to see if an IR remote for an iMac (iSight) is working. What is the recommended procedure to do this? 1. Turn on a video camera and set it to video mode. 2. Point the IR remote toward the video camera lens and press any button on the remote. 3. If you see flashes on the screen, the remote is working correctly. 4. Review and compare the steps needed to access the logic board on an iMac G5 (ALS) and an iMac (iSight).

Intel-based iMac 1. How do you start up in Apple Service Diagnostic on an iMac (Early 2006)? Hold down the D key at startup. 2. You have accessed the diagnostic LEDs on an iMac (Late 2006) and see that LED #1 is lit. What does this indicate? It indicates that the unit is plugged in and the power supply is working. 3. Access and download the service manuals for the iMac (17-inch Late 2006) and the iMac (24-inch). Compare how each computer is opened up for internal access. 4. If an iMac (Early 2006 17-inch) is plugged in, what precautions must you take if the computer is opened up? You need to be very careful not to touch the power supply. Unless you absolutely must have power, unplug the computer. 5. You are about to troubleshoot an iMac (Early 2006) for a power supply related issue. An associate recommends using the diagnostic LEDs. Is this good advice? No, it is not. That model of iMac does not contain diagnostic LEDs.

iMac (Mid 2007) 1. List the special tools needed to open up and service an iMac (Mid 2007). Suction Cups (922-8252) Anti-Static Lint Free Gloves (922-8253) Lint Free Polishing Cloth (922-8245) Six Inch Silicone Roller (922-8261) Sticky Sheets (pack of 50) (922-8262) ESD Bags (24x20) (922-8258) Microfoam bags (24x20) (922-8259) iKlear Apple Polish or Brillianize anti-static spray cleaning solution 2. Another technician is about to remove the glass front panel from an iMac (Mid 2007) using a nylon probe to pry the glass off of the magnets. He asks if this will work. What do say to him? You tell him that he is risking breaking the glass unless he follows the recommended procedures. 3. What do you use to clean the inner surface of the glass panel? Six Inch Silicone Roller (922-8261) 4. What do you use to clean the outer surface of the glass panel? iKlear Apple Polish or Brillianize anti-static spray cleaning solution

iMac (Early 2008) 1. A customer asks if he can use the RAM memory he installed in his iMac (Mid 2007) in his new iMac (Early 2008). What is your answer? The RAM from the iMac (Mid 2007), which used PC2-5300 (667 MHz) SO-DIMMs, will not function in the iMac (Early 2008), which uses faster PC2-6400 (800 MHz) SO-DIMMs.

iMac (Early 2009) 1. When removing the iMac (Early 2009) logic board, you should grasp and handle the board _____? A. by its circuits B. by its heat sink C. using one hand D. using two hands

Next: This concludes the iMac course.

Liquid Crystal Displays

Getting Started
Welcome to the Liquid Crystal Displays (LCD) course. This course introduces you to service issues and troubleshooting procedures for LCDs. In addition, you will be introduced to LED LCDs.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues

Time Required

30 minutes

Course Objectives

Describe causes of pixel anomalies.

Diagnose five common pixel defects. Describe similarities and differences between CCFL and LED LCDs. Return to top

Next: LCD Basics

LCD Basics

LCD Introduction Care of LCDs Pixels and Sub-Pixels Pixel Anomalies

LCD Introduction Liquid Crystal Displays are less complex than CRT displays and LCD subcomponents are not normally accessible for service technician replacement. Troubleshooting LCD displays is limited to verification of correct connection to a known-good computer and the adjustments that can be made from the Displays System Preference. NOTE: The information on this page refers specifically to Cold Cathode Fluorescent Light (CCFL) LCDs used in many Mac computers. Information on LCDs that use Light Emitting Diodes (LEDs) will be provided later in this course.

Care of LCDs Some precautions are necessary when using LCD displays. Fragile Glass An LCD's main component is glass and is designed to minimize weight, so it is

relatively easy to crack or break an LCD display panel. Don't Rub the Screen Rubbing too hard on the screen can can crush some of the tiny spacers that keep several of the LCD layers apart, causing pixel anomalies to appear. Don't rub LCD screens. To clean an LCD screen surface use gentle pressure.

Pixels and Sub-Pixels The smallest picture element commonly referenced with regard to LCD displays is a sub-pixel. Sub-Pixels are either red, green, or blue, depending on the color of the portion of RGB filter through which that sub-pixel's light has passed. Here is a representation of a magnified triplet of sub-pixels, one of each of the primary colors.

Three sub-pixels combine to form a pixel. Pixels can be any of millions of colors. Here is a representation of a pixel made up of the three sub-pixels of primary colors, in equal proportions, and therefore perceived by the human eye as white.

Your eye doesn't see closely spaced colors individually. Instead, you perceive closely spaced colors as a single, blended color. You don't distinguish sub-pixels of color; you see sub-pixels as pixels of an intermediate color the sub-pixels form in combination. The exact color you perceive depends on the amount of each of the primary colors that is represented in the pixel of perceived color. The perceptual process by which combinations of primary colors form an intermediate color is called "additive mixing." This pixel, when seen at actual size, is perceived as white. This pixel, when seen at actual size, is perceived as red. This pixel, when seen at actual size, is perceived as yellow. This pixel, when seen at actual size, is perceived as magenta.

Pixel Anomalies Each subpixel has a corresponding transistor that is responsible for turning that subpixel on or off. A pixel stuck either on or off is known as a pixel anomaly. A faulty transistor results in a subpixel anomaly and due to current manufacturing methods, a certain number of subpixel anomalies is considered acceptable. Back to top

Next: LCD Defects

LCD Defects

Introduction Dark Dot Defects Stuck Sub-Pixels Bright Dot Defects Partial Sub-Pixel Defects Horizontal and Vertical TAB Faults Brightness Uniformity

Introduction This section discusses several of the possible defects that have been identified in LCDs.

Dark Dot Defects Stuck Sub-Pixels

Bright Dot Defects Partial Sub-Pixel Defects Horizontal and Vertical TAB Faults Brightness Uniformity

NOTE: The information on this page refers specifically to Cold Cathode Fluorescent Light (CCFL) LCDs used in many Mac computers. Information on LCDs that use Light Emitting Diodes (LEDs) will be provided later in this course.

Dark Dot Defects A dark dot defect is usually caused by a transistor in the transparent electrode layer that is stuck "on." It continuously runs a charge across the liquid crystal material, so no light ever passes through to the RGB layer.

Stuck Sub-Pixels A stuck sub-pixel is always "on." This is usually caused by a transistor that is not getting any power, and is therefore continuously allowing light at that point to pass through to the RGB layer.

Bright Dot Defects A bright dot defect is a group of three sub-pixels (one pixel) all of whose transistors are not working. This allows all light to pass through to the RGB layer, creating a

bright white pixel that is always on.

Partial Sub-Pixel Defects A partial sub-pixel defect is a manufacturing defect in which the RGB film layer was not cut properly.

Horizontal and Vertical TAB Faults These are caused by a connection failure from the TAB (Tape Automated Bonding) that connects the transparent electrode layers to the video driver board. If an LCD display is subjected to extreme heat or cold or physical shock, this could cause one or more TAB connections to fail inside the display. This failure requires replacement of the LCD display module itself. If TAB connections fail, an entire row or column of pixels would fail to activate. In the examples below, a horizontal or vertical black line would appear on the display, while the rest of the display would appear normal. The horizontal failure runs from edge to edge; the vertical failure runs from top to bottom.

Depending on exactly how a tab connection fails, it could cause either a dark line

defect or a bright line defect. In the examples below, a horizontal or vertical white or colored line would appear on the display, while the rest of the display would appear dark.

Whether the symptom is a white line, a black line, or a colored line, horizontal or vertical, the important thing to remember here is that TAB faults are resolved only by replacing the LCD display module itself, not by flexing the LCD display module, rubbing the display, or some other improvised' method.

Brightness Uniformity Brightness uniformity issues are most severe when the backlight bulbs have not warmed up to their optimal operating temperature. Color accuracy also requires a warmed up display. Symptoms of a brightness problem usually include lighter shades on the outer edges of the panel, and darker shades in the center of the screen. Brightness uniformity issues can also be caused by a failure of one or more of the backlight bulbs in the LCD panel. Larger displays, such as Apple's Cinema Displays, have multiple bulbs that are evenly spaced over the entire display panel to produce uniform brightness. If one were to fail, you would notice less backlight brightness in the area of the failed bulb, and this uneven brightness would remain even after the display warmed up. Backlight bulbs are Cold Cathode Fluorescent Lamps (CCFL), and they can fail just as any larger fluorescent lamp bulb could fail. On some LCD display panels, the backlight bulbs are available separately, but on most LCD display panels the bulbs are part of the display assembly and therefore the entire LCD panel would require replacement if even a single bulb inside it were to fail.

Back to top

Next: LCD Troubleshooting

LCD Troubleshooting

Use of Screen Savers with LCDs Pixel Perspective Pixel Scaling Use of Displays System Preference Built-In Display Preferences LCD Troubleshooting Tips Display Calibrator Exercise

Use of Screen Savers with LCDs Burn-in An image can be burned into an LCD panel if left displayed for an extended period (approximately 24 hours, depending on the image and LCD). However, unlike monitors with a cathode-ray tube (CRT), an LCD panel recovers over time and eventually dissipates the image. To allow this recovery, the display panel must be turned on. The time it takes to recover depends on the original image and how long it was left on the screen. It

generally takes between one and two times as long to remove the image as it took to burn it in. Please refer to Apple support article HT2807 - "Avoiding image persistence on Apple LCD displays" for more tips on avoiding this issue. Disadvantage of Screen Savers Although a screen saver can be used, it keeps the display backlight in use thereby decreasing its overall life. A screen saver may also prevent a PowerBook or iBook from going to sleep, decreasing battery life. Putting the computer to sleep or shutting it down when it won't be used for extended periods is preferred to a screen saver. The Energy Saver System Preference has a setting for display sleep that is applicable to both PowerBook and stand-alone flat panel displays such as the Apple Studio Display and Apple Cinema Display.

Pixel Perspective LCD displays vary in size. For example, the Cinema Display HD is 1920 x 1200 pixels. How many pixels is that? 1920 x 1200 equals 2,304,000 pixels, or (x3) equals 6,912,000 subpixels. Manufacturing hundreds of thousands, or even millions of pixels (and transistors) in a single screen is quite a technical feat. Current manufacturing processes do not consistently yield displays where every single pixel or subpixel works perfectly. Displays are inspected at the factory, and units with too many imperfect pixels are not shipped to customers. Read the Apple support article HT1721 "About LCD display pixel anomalies" so you can respond competently to customer questions about pixel anomalies.

Pixel Scaling

With new video technology, you can now scale the size of the image on an LCD screen. The new image is remapped into the fixed pixel space of the LCD panel. This remapped image is optimized by interpolation and anti-aliasing technology. Because the image is being remapped, the scaled resolutions will NOT appear as sharp as the native resolution. For example, on an Apple Cinema HD Display, a resolution of 800 x 500 pixels will appear slightly blurred when compared to its default resolution of 1920 x 1200 pixels. Scaleable resolutions accommodate some applications, mainly games, that may run only at a fixed resolution, for example 640 x 480. If the OS and display did not allow switched resolution, the applications would be unusable.

Use of Displays System Preference The System Preference for displays provides features based on the display that is connected to the computer. In the case of Apple Studio and Cinema displays, the options that are provided are more limited and somewhat different than you would find for a CRT display. NOTE: If you are reviewing this training in a language other than English, use your System Preferences to view the Displays screens. For LCD displays such as the Apple Cinema HD Display, there are three tabs within the Displays System Preference:

Display - where you can select resolution, color depth, and brightness

Color - where you can select a color profile or create a new one using the Display Calibrator Assistant

Options - where you can enable or disable the front panel buttons on the display

Built-In Display Preferences For Apple desktop and portable models with built-in LCD displays, there are two, and sometimes three tabs within the Displays System Preference. The Color tab works exactly as described above, but the other tabs have different features, and some additional features appear only if you connect an external display or have optional equipment such as a backlit keyboard in a PowerBook G4. Here's a brief description of these tabs: Display - where you can select resolution, color depth, and brightness. The example below is from a PowerBook G4 (15-inch 1.5GHz) with backlit keyboard. If you have an external display connected you will also see two additional buttons, Detect Displays and Gather Windows. Detect Displays forces the computer to refresh its display connections, to detect any changes caused by the connection or disconnection of an external display. Gather Windows causes the display system preference panes for both displays to appear on the main display (the one with the menu bar):

Arrangement - This tab is visible only when an external display is connected. It allows you to rearrange your virtual desktop to match your real dual-display orientation (left or right, above or below, and anywhere in between). You can also relocate the menu bar to either display, or force the computer to 'mirror' or display the same image on both displays (useful for when the external display is a projector):

When an external display is connected, a separate but smaller Display System Preference pane appears on the external display in addition to the larger one on the main display. This allows the user to control each display independently.

LCD Troubleshooting Tips

Common LCD Display Symptoms

The primary goal when troubleshooting any display issue where an LCD display is

involved is to determine the correct source and cause of the issue. Consider this list of some common LCD display symptoms:

Pixel anomaly (or anomalies) on display No video and display is dark No video and display is bright white Video is present but faint and difficult to read and display is dark Video is garbled on the display

Connect an External Display First

The most important tip for troubleshooting Mac computers with built-in LCD displays (e.g. iMac, MacBook, & MacBook Pro computers) with such symptoms is to connect an external display to the computer first, before performing any more invasive troubleshooting. By connecting an external display you can verify if the cause of your display issue is unique to the built-in display or is common to both displays. This can help focus your troubleshooting efforts.

If you can start up the computer completely and everything looks normal on the external display, then the built-in display may be the only component malfunctioning. If you can see video on neither display, or if both displays exhibit identical symptoms, then perhaps something in common to both may be malfunctioning, such as the main logic board or video card circuitry.

Try These Steps Next

Let's go over some troubleshooting tips for each of the above potential symptoms: 1. For pixel anomalies, service technicians can download and use Apple's LCD Tester utility from Service Source. This utility allows you to display solid patterns of red, green, blue, white, and black on the LCD display. 2. If you are seeing no video and the display is dark, double-check to see if

there is any video displayed at all by shining a flashlight directly onto the display. Look for menus, windows, and other evidence that the LCD is displaying video. If this is the case, follow the tips in # 4 below. If you are indeed seeing no video and the display is dark, then the display is receiving no backlighting nor any video signal. There could be multiple causes, like a faulty inverter (which powers the display backlight) or a faulty logic board or video card (which produces the video signal for the display), or the fault could be with a single component that has all these items in common, like the LCD display assembly itself. 3. If you are seeing no video and the display is bright white, then you know that the LCD backlight and the inverter are both operating properly (or the display would be dark instead). You are missing just the video signal, and this could be caused by a faulty logic board or video card (which produces the video signal for the display), or a faulty video cable, or the LCD display itself may be faulty. 4. If you are seeing faint video and the display is dark, and you have verified this by shining a flashlight directly onto the display, then the display is simply receiving no backlighting signal. In this case, the logic board and video cable must be functioning, or you wouldn't be able to see any faint video on the display. This could be caused by a faulty inverter or LED driver board (which powers the display backlight) or the CCFL backlight bulbs or LED backlight array in the LCD display assembly itself may have failed. But you should check the obvious first, like the user brightness control, to ensure it is not turned down. 5. If the LCD display shows garbled information but is otherwise bright, this may indicate a faulty logic board or video card, or a faulty or improperly connected video cable. But you should check the obvious first, like display preferences, to see if the display is even being recognized properly by Mac OS X, or if the display is set to an inappropriate resolution.

Display Calibrator Exercise If you have a Mac with a flat panel display, please do the following steps: 1. 2. 3. 4. Open Display System Preference Choose the Color tab Select Calibrate Follow the directions in Display Calibrator Assistant to create a new ColorSync

profile 5. When you are done, restore the original profile Back to top

Next: LED LCDs

LED LCDs

LED LCD Overview

LED LCD Overview With the introduction of the MacBook Pro (15-inch 2.4/2.2 GHz), the LCD uses Light Emitting Diodes (LEDs) as the backlight source. This replaces the Cold Cathode Fluorescent Lights ( CCFLs) used in previous MacBook and MacBook Pro models. Similarities

In terms of troubleshooting and servicing the LCD, much of the diagnostic and repair process is the same because the LCD panel is a single service part. Problems involving pixels and no video issues are common to CCFL and LED LCDs.

Differences

LCDs with CCFL backlighting have a continuous light source across the width of the screen. LCDs with LED backlighting have points of light within the screen area. This leads to different solutions for diffusing the light into an even level throughout the LCD panel.

An inverter board for converting DC to AC is not needed for LED LCDs. While CCFLs require stepped-up AC voltage to operate, LEDs are low voltage

DC devices.

With LED backlit displays a single LED or a sub-string can fail and there is localized darkening of the string. In some situations, if the LED is over driven you can get "hot spots." Back to top

Next: Test

Test Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Which of the following is NOT a typical LCD problem 1. Pixel anomaly (or anomalies) on display 2. No video and display is dark 3. Video flickers and red, blue and green lines run across the screen 4. No video and display is bright white 5. Video is present but faint and difficult to read and display is dark 6. Video is garbled on the display 2. As a first step in LCD troubleshooting 1. connect an external display to the computer 2. rub the screen gently 3. shine a flashlight on to the screen 3. Problems involving ________________________are common to CCFL and LED LCDs. 1. pixels and no video issues 2. cathode denigration 3. RGB dark spots 4. If the LCD display shows garbled information but is otherwise bright this may indicate 1. a faulty logic board 2. a faulty video card

3. a faulty or improperly connected video cable 4. any or all of the above 5. What System Preferences program is used to create a new ColorSync profile 1. Color Control 2. Display Calibrator 3. The Pixilator

Next: Check your answers

Test Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Which of the following is NOT a typical LCD problem 1. Pixel anomaly (or anomalies) on display 2. No video and display is dark 3. Video flickers and red, blue and green lines run across the screen 4. No video and display is bright white 5. Video is present but faint and difficult to read and display is dark 6. Video is garbled on the display 2. As a first step in LCD troubleshooting 1. connect an external display to the computer 2. rub the screen gently 3. shine a flashlight on to the screen 3. Problems involving pixels and no video issues are common to CCFL and LED LCDs. 4. If the LCD display shows garbled information but is otherwise bright this may indicate 1. a faulty logic board 2. a faulty video card 3. a faulty or improperly connected video cable

4. any or all of the above 5. What System Preferences program is used to create a new ColorSync profile 1. Color Control 2. Display Calibrator 3. The Pixilator

Next: This concludes the Liquid Crystal Displays course.

Mac mini
Getting Started
Welcome to the Mac mini course. Reviewing this course will enable you to efficiently troubleshoot and service this small but powerful Mac computer.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

30 minutes

Course Objectives

Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: Mac mini Overview

Mac mini Overview

Mac mini Models Mac mini Documentation

Mac mini Models The original Mac mini was introduced in January of 2005. This new model of Mac was intended as a small, inexpensive computer that could be used with existing monitors and provide the Mac experience to new users. Since that time, the Mac mini has experienced a number of changes that provide more features and more computing power in a very small package. The Mac mini models are:

Mac mini - January 2005 Mac mini (512 MB) - July 2005

Mac mini (Late 2005) - September 2005 Mac mini (Early 2006) - February 2006 Mac mini (Late 2006) - September 2006 Mac mini (Mid 2007) - August 2007 Mac mini (Early 2009) - March 2009 Mac mini (Mac OS X Server, Late 2009) - October 2009 Mac mini (Late 2009) - October 2009 Mac mini Server (Mid 2010) - June 2010 Mac mini (Mid 2010) - June 2010

Mac mini Documentation The Mac mini series has four service manuals for the models listed above. Here is how they cover those models:
Service Manual Mac mini Models Covered

Mac mini (Original) - January 2005 Mac mini (512 MB) - July 2005 Mac mini (Late 2005) - September 2005 Mac mini (Early 2006) Mac mini (Late 2006) Mac mini (Mid 2007) Mac mini (Early 2009) Mac mini (Late 2009) Mac mini Server (Late 2009) Mac mini (Mid 2010) Mac mini Server (Mid 2010)

Mac mini (Early/Late 2006)

Mac mini (Late 2009)

Mac mini (Mid 2010)

Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

1. How do you modify a putty knife to make your own tool for opening a Mac mini? 2. You need to replace the Bluetooth antenna in a Mac mini (Early 2009). What do you need to do when ordering the replacement antenna? 3. A customer tells you that they are having AirPort reception issues with a Mac mini that is normally stacked with other equipment. What is the likely cause of the issue? 4. If you have not already done so, access and review the take part movie that is linked from this course 5. The power LED on the front of a Mac mini is pulsing a white light. What does this signify? 6. Is a PMU or SMC reset the first thing you should try when troubleshooting a power-related issue? Yes No 7. A customer reports that they cannot use Apple Hardware Test on their Mac mini (Early 2009). They state that holding down the C key at startup is not working. What do you tell them?

Next: Mac mini Tools

Mac mini Tools

Regular Tools Special Tools

Regular Tools The Mac mini requires the following regular tools:

ESD wriststrap and mat Tweezers Jewelers #0 Phillips screwdriver Jewelers #1 Phillips screwdriver Phillips #2 screwdriver Black stick (922-5065), or other nonconductive nylon or plastic tool Needlenose pliers Soft cloth (to protect removed parts from scratches) Screw tray

Special Tools Besides the standard tools listed above, the Mac mini series requires the following special tool:

Putty knife,1.5 inch (38 mm), flexible blade Apple P/N 922-6761

This tool may be ordered from Apple or you can modify your own putty knife

to work properly by following directions in the service manual. Either way, it is required to open up a Mac mini. Mac mini (Mid 2010) Logic Board Removal Tool Apple P/N 922-9588

Please refer to the latest Mac mini (Mid 2010) Apple Technician Guide for complete information regarding how this tool is used. Back to top

Next: How to Open a Mac mini

How to Open a Mac mini

Special Procedure

Special Procedure When you open a Mac mini for the first time it is very important that you follow the procedures outlined in the service manual. To assist you in doing this, there is a brief QuickTime movie that shows the correct use of the putty knife for opening up a Mac mini. This movie is accessed here. Back to top

Next: Power LED

Power LED

Overview

Overview All of the Mac mini models have a power light located on the front of the computer in the bottom right corner below the optical drive slot. The LED displays a steady light, no light, or pulses, depending on the computers status. Heres what the Mac minis LED is telling you.

Startup - steady white light Normal Operation - steady white light Display Sleep Mode - steady white light Energy Saver Mode (Sleep) - pulsing white light Back to top

Next: AirPort and Bluetooth Issues

AirPort and Bluetooth Issues

AirPort Extreme and Bluetooth Upgrade Kit Early 2006/Late 2006 - Matched AirPort Extreme and Bluetooth Antennas Proper Orientation for Optimum Wireless Reception Mac mini (Early 2009) AirPort and Bluetooth Antennas

AirPort Extreme and Bluetooth Upgrade Kit The Mac mini was the first AirPort Extreme-ready consumer desktop computer that did not provide a user-installable option for AirPort-Extreme. The AirPort and (internal) Bluetooth modules could only be installed by an Apple Authorized Service Provider. On the original Mac mini computer, Apple offered AirPort Extreme and Bluetooth as CTO (Configure to Order) options for Mac mini. For customers that bought the product in retail or want to add AirPort Extreme and Bluetooth later, Apple provides an upgrade kit for service providers. The upgrade kit includes both AirPort Extreme and Bluetooth. They are not available as separate upgrades through service. The upgrade kit is available to Authorized Resellers and Service Providers. Installation of the upgrade kit must be performed by an Apple Authorized Service Provider. Damage resulting from installing the parts by anyone other than Apple or an Apple Authorized Service Provider will not be covered under the product's warranty. The upgrade kit components are shown here:

1. Mezzanine Board

2. 3. 4. 5.

Bluetooth Antenna Bluetooth Card AirPort Extreme Card AirPort Extreme Antenna

Complete instructions for upgrade are contained in the Mac mini Service Manual.

Mac mini Early 2006/Late 2006 - Matched AirPort Extreme and Bluetooth Antennas There are four vendors for the AirPort Extreme and Bluetooth antennas for the Mac mini (Early 2006) and Mac mini (Late 2006) models (see chart below). If you replace the AirPort Extreme antenna, you must replace the Bluetooth antenna at the same time and vice versa. The AirPort Extreme and Bluetooth antennas must be installed by pairing under the same manufacturer (for example: Tycos Airport Extreme antenna with Tycos Bluetooth antenna). Do not mix different vendors antennas or they may interfere with each other. Order 922-7602 which contains a paired AirPort and Bluetooth antenna.

Proper Orientation for Optimum Wireless Reception When configured with internal AirPort Extreme and Bluetooth modules, the antennas for AirPort Extreme and Bluetooth are located in the top of the Mac mini. If you stack other computers or displays on top of the Mac mini, the wireless reception may be affected. For best wireless performance with your Mac mini, you should not rest anything on top of the Mac mini, or stack other Mac mini's on top of one another.

Mac mini (Early 2009) AirPort and Bluetooth Antennas Summary: If one antenna fails, all 3 antennas must be replaced because they are paired.

Mac Mini (Early 2009) Antenna Locations

076-1337 AirPort & Bluetooth Antenna Kit

Tip: Order AirPort & Bluetooth Antenna Kit part number 076-1337. Back to top

Next: PMU/SMC Resets

PMU/SMC Resets

Introduction PMU Resets SMC Resets

Introduction The first Mac mini had a Power Management Unit (PMU). The Mac mini (Early 2006), Mac mini (Late 2006) and Mac mini (Mid 2007) have System Management Controllers (SMCs).

The following sections describe how to reset both of these systems components.

PMU Resets How to Reset the PMU with the Top Housing On The Power Management Unit (PMU) is an integrated circuit (computer chip) typically found on a computer's logic board. As its name implies, the PMU is responsible for managing all aspects of the computer's power. It controls hard disk spin down, sleep and wake, some charging aspects, and how any devices attached to the computer affect sleep. If the settings in the PMU become corrupted, it can result in operational anomalies such as

your computer not turning on not displaying video not waking from sleep

In these situations, you may need to reset your computer's PMU. Resetting the PMU will not resolve issues in which the computer stalls or is unresponsive. A PMU reset should only be used as a last resort in the case of a hardware failure or when the power management system is suspected. Resetting the PMU returns the computer hardware, including NVRAM, to default settings and forces the computer to shut down. Before you reset the PMU, try restarting the computer instead, which may resolve the issue. If the computer has stopped responding, try these steps, in order, until the computer responds: 1. Force Quit (Option-Command-Escape) 2. Restart (Control-Command-Power) 3. Force Shut Down (press the power button for 10 seconds) If none of the above steps resolved the situation, reset the PMU. 1. Unplug all cables from the computer, including the power cord.

2. Wait 10 seconds. 3. Plug in the power cord while simultaneously pressing and holding the power button on the back of the computer. 4. Let go of the power button. Your computer should start up. Important: This procedure also resets the computer's PRAM. Be sure to reset your computer's time, date, and other system parameter settings as necessary. Reset the PMU with the Top Housing Off You can also reset the PMU by directly pressing the PMU reset switch located on the logic board. Follow these steps to access the PMU reset switch on the logic board 1. 2. 3. 4. Unplug all cables from the computer. Remove the top housing. If necessary, remove the internal frame to access the battery. Measure the voltage of the battery in the battery holder. The battery should measure 2.6V to 3.0V. If the battery does not have minimum voltage, replace the battery. After replacing the battery, wait 10 seconds and then reset the PMU (refer to the next step). If the battery voltage is good, go on to the next step. 5. Press the PMU switch on the logic board, located in the rear right corner of the machine. Be sure to press it just once. Because of the restricted space, you may need to use a black stick to press this switch. Warning: Do not press the PMU reset switch a second time because it could adversely affect the PMU chip.

This procedure also resets the computer's PRAM. Be sure to reset your computer's time, date, and other system parameter settings as necessary.

SMC Resets The SMC (System Management Controller) is a microcontroller chip on the logic board that controls all power functions for your computer. If your computer is experiencing any power issue, resetting the SMC may resolve it. The SMC controls several functions, including:

Telling the computer when to turn on, turn off, sleep, wake, idle, and so on. Handling system resets from various commands. Controlling the fans.

Note that resetting the SMC does NOT reset the PRAM. Resetting the SMC will not resolve issues in which your computer is unresponsive in these situations, restarting your computer will generally suffice. If your computer isnt responding, perform these steps one at a time, in this order, until the issue has been resolved: 1. Force Quit (Option-Command-Escape). 2. Restart (Control-Command-Power). 3. Force Shut Down (press the power button for 10 seconds). Resetting the SMC can resolve some computer issues such as:

not starting up, not displaying video, sleep issues, fan noise issues, and so on.

If your computer still exhibits these types of issues even after youve restarted the computer, try resetting the SMC. Resetting with the Top Housing On To reset the SMC with the top housing on: 1. Turn off the computer by choosing Shut Down from the Apple menu, or by holding the power button until the computer turns off.

2. Unplug all cables from the computer, including the power cord. 3. Wait 15 seconds. 4. Plug in the power cord back in, making sure the power button is not being pressed at the same time. 5. Reconnect the keyboard and mouse to the computer. 6. Press the power button on the back to start up your computer. Resetting SMC with the Top Housing Off You can also reset the SMC by directly pressing the SMC reset switch located on the logic board. Follow these steps to access the SMC reset switch on the logic board. 1. 2. 3. 4. Unplug all cables from the computer. Remove the top housing. If necessary, remove the internal frame to access the battery. Measure the voltage of the battery in the battery holder. The battery should measure 2.6V to 3.0V. If the battery does not have minimum voltage, replace the battery. After replacing the battery, wait 10 seconds and then reset the SMC (refer to the next step). If the battery voltage is good, go on to the next step. 5. Press the SMC button (circled below) on the side of the logic board, near the heatsink and LED connector. Be sure to press it just once. Because of the restricted space, you may need to use a black stick to press this switch. Warning: Do NOT press the SMC reset switch a second time because it could adversely affect the SMC chip.

Back to top

Next: Other Service Issues

Other Service Issues

Upgrading RAM on the Mac mini Predominant Tint and Distorted Video on the Display Maintaining Airflow Around a Mac mini Mac mini (Early 2006) Won't Mount in Target Disk Mode on Mac OS X 10.3 or Earlier Thermal Pad Replacement Cable Routing No Power Could Be Due to Fan Connector Need Correct Power Adapter Apple Mini-DVI to S-Video/Composite Adapter Not Supported Mac mini (Early 2009)Logic Board EMI Clips

Upgrading RAM on the Mac mini Customers may upgrade the memory in the Mac mini (Mid 2010). All other Mac mini models require that RAM upgrades be performed by an Apple Authorized Service Provider. Note: Unlike previous models, no tools are required when upgrading the memory in a Mac mini (Mid 2010). Refer to the User Guide for more information.

Predominant Tint and Distorted Video on the Display A limited number of 22" Apple Cinema Displays (M7478LL/A) are not compatible with the Mac mini. When using a screen saver or iTunes visualizer in Full Screen mode, screen tinting and lines ("digital noise") may appear on the screen. If so, follow these steps:

Verify that the display meets the criteria listed above. If the display meets the criteria listed above, this display is not compatible with the Mac mini. You should use another display with the Mac mini. If the display does not meet the criteria listed above, troubleshoot the specific issue. You should also make sure that you are not using a DVI extension cable.

Maintaining Proper Airflow Around Your Mac mini The Mac mini has a large number of components packed very tightly into a small space. It's important that you place the Mac mini on a hard, flat surface to maximize airflow into the base bottom of the computer. Also, keep other materials and equipment away from the Mac mini.

Mac mini (Early 2006) Won't Mount in Target Disk Mode on Mac OS X 10.3.9 or Earlier If you start up an Mac mini (Early 2006) in Target Disk Mode, it does not appear on a

computer running Mac OS X 10.3.9 or earlier. Target Disk Mode works fine on computers running Mac OS X 10.4 or later. There are no issues going the other direction - if you start up a computer with Mac OS X 10.3.9 or earlier in Target Disk Mode, it appears when connected to an Mac mini (Early 2006) computer. The reason for this is that Intel-based Mac computers use a GPT disk partition map. This can only be read by other Intel-based Mac computers and by PowerPC-based Mac computers running Mac OS X 10.4 or later.

Thermal Pad Replacement The thermal pad is located on the bottom housing of the Mac mini. A new thermal pad is included with the logic board and the bottom housing, and the pads can be ordered separately as a kit (part number 922-6749). Replace the pad when:

The logic board or the bottom housing is replaced The pad is torn, withered, or damaged

Cable Routing When repairing a Mac mini, you need to be very sure of how cables are routed before removing any parts. When you reassemble the computer, the cables will need to be placed in the same positions they were in before the repair. There is very little room to spare inside of these computers, and cables can be damaged unless they are replaced as they were.

No Power Could Be Due to Fan Connector If the fan connector (shown below) is disconnected in a Mac mini (Early and Late 2006), the unit will quickly flash the LED and shut off.

Need Correct Power Adapter Mac mini models use either an 85 Watt or 110 Watt power adapter. This table shows the power adapter requirements for each of the Mac mini models:
Model Mac mini (orig.) Mac mini (512 MB) Mac mini (Late 2005) Mac mini (Early 2006) Mac mini (Late 2006) Mac mini (Mid 2007) Power Adapter 85 Watt 85 Watt 85 Watt 110 Watt 110 Watt 110 Watt

If you attempt to use an 85 Watt power adapter with a Mac mini that requires 110 Watts, you will not be able to power up the computer. NOTE: Each power adapter will have it wattage rating printed on it.

Restoration Sidesteps Installation Lockout Summary: Installation lockout doesn't prevent restoring hard disk images. Symptom: Schools and business customers might install Mac OS X on a supported computer and then restore that image on unsupported computers. Because the installation lockout occurs only during installation, customers may still install

incompatible operating systems to hard drives. Solution: Probe to verify whether the customer installed the OS from a disk image or an optical disc. Refer these customers to their departments responsible for installing software. Educate customers who are responsible for their own installations about which OS versions work with certain computers. Refer to the following Apple support article for more information. HT1159 - "Mac OS X versions (builds) included with Intel-based Mac computers"

Apple Mini-DVI to S-Video/Composite Adapter Not Supported Summary: Mac mini (Early 2009) supports the use of the following video adapters only:

Mini-DVI to DVI Display Adapter (M9321G/A) (included in the box) Mini-DVI to VGA Adapter (M9320G/A) Mini-DisplayPort to DVI (Single-Link) video adapter (MB570Z/A) Mini-DisplayPort to DVI (Dual-Link) video adapter (MB571Z/A) Mini-DisplayPort to VGA video adapter (MB572Z/A)

Mac mini (Early 2009) does not support the Apple Mini-DVI to S-Video/Composite Adapter (M9319G/A) shown here:

Symptom: Customers may try to use this adapter to connect their Mac mini (Early 2009) to a television or video projector. Solution: Advise customers to use only supported video adapters with Mac mini (Early 2009).

Mac mini (Early 2009)Logic Board EMI Clips Summary: There are several fragile EMI clips attached to the underside of the Mac mini (Early 2009) logic board. These clips are easily damaged or broken off if the board is mishandled, or if the logic board is placed on a surface without the protection of the antistatic foam which comes with a new board.

Logic board EMI clips (bottom view)

Logic Board on antistatic foam Logic Board on antistatic foam (bottom view) (side view)

Tips: Be careful not to damage the EMI clips on the underside of the logic board. Place the board on the antistatic foam when the board is not in a computer. Also, return the logic board to Apple service in the correct logic board packaging and with the antistatic foam protecting the EMI clips.

Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. How do you modify a putty knife to make your own tool for opening a Mac mini?

You sand a beveled edge onto the putty knife using 150 grit sandpaper. This takes about two minutes of sanding. 2. You need to replace the Bluetooth antenna in a Mac mini (Early 2009). What do you need to do when ordering the replacement antenna? You need to order a matched set of AirPort and Bluetooth antennas. 3. A customer tells you that they are having AirPort reception issues with a Mac mini that is normally stacked with other equipment. What is the likely cause of the issue? It is likely that the stacking of gear is interfering with the AirPort Extreme antenna that is located on the top of the computer. 4. If you have not already done so, access and review the take part movie that is linked from this course. 5. The power LED on the front of a Mac mini is pulsing a white light. What does this signify? It means that the computer is in sleep mode. 6. Is a PMU or SMC reset the first thing you should try when troubleshooting a power-related issue? Yes No 7. A customer reports that they cannot use Apple Hardware Test on their Mac mini (Early 2009). They state that holding down the C key at startup is not working. What do you tell them? You tell them to hold down the D key at startup.

Next: This concludes the Mac mini course.

Mac Pro
Getting Started
Welcome to the Mac Pro course. This course will enable you to troubleshoot and service Mac Pro computers efficiently. It will concentrate on significant features, repair and service issues for the Mac Pro models from the original through the Mac Pro (Early 2009).

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

90 minutes

Course Objectives
Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

Mac Pro Access and download the Mac Pro service manual. You will need it to answer some of the following questions. 1. Where is the serial number located on the Mac Pro?

2. What parts require that you order an Enclosure replacement? 3. You want to install additional storage hard drives in a Mac Pro. What specifications are required? 4. You want to install one 1 GB DIMM in your Mac Pro. Can you do this? 5. Search the Mac Pro service manual for SMC. Review each section where this appears. 6. Locate the RTC backup battery replacement procedure in the Mac Pro service manual. 7. Does POST take place when you restart a Mac Pro? Yes No 8. Which diagnostic LEDs require using the DIAG_LED button? 9. Does diagnostic LED 6 indicate full functionality of a graphics card? Yes No 10. Using the Mac Pro service manual, review the memory section of Troubleshooting General Information. 11. Locate and review the Internal Cabling Matrix. (Located in Troubleshooting General Information.) 12. Does the Mac Pro require thermal calibration? (Check Mac Pro service manual) Yes No 13. Where do you verify trickle power on a Mac Pro? 14. Search for "mac pro" Technical Articles and review the results.

Mac Pro (8x) Access and download the Mac Pro (8x) service manual. You will need it to answer some of the following questions. 1. You are working on a Mac Pro (8x) and find that the A processor heatsink has a broken thermal sensor cable. This requires a replacement heatsink. Can you leave the computer opened up while you await the part? 2. The replacement heatsink for the repair described in question #1 arrives at your facility. You open the package and tear open the sealed plastic wrapped around the heatsink. You see that it is time for lunch. Why is this a problem? 3. A customer brings in a Mac Pro that will not boot. How do you determine if this computer is a Mac Pro (8x)? 4. You are replacing the logic board on a Mac Pro (8x). You find that there are protective caps on the processor holders. What do you do with those caps?

Mac Pro (Early 2008) Access and download the Mac Pro (Early 2008) service manual. You will need it to answer some of the following questions. 1. What is one easy way to visually identify a Mac Pro (Early 2008) from older Mac Pro models? 2. You are upgrading memory in a Mac Pro (Early 2008) but you only have a Mac Pro (8x) service manual available. Should you follow the steps in the Mac Pro (8x) service manual to do this?

Mac Pro (Early 2009) 1. When installing memory in the Mac Pro (Early 2009), you must remove the _____ first. A. logic board B. power supply

C. optical drive D. processor tray 2. Which are features of the RAID card for the Mac Pro (Early 2009)? Select all that apply: A. It has no iPass cabling. B. You must use it in PCI slot 4. C. It is available only as a CTO option. D. It is required if you use a SAS drive. E. It is backward-compatible with the Mac Pro (Early 2008).

Next: Mac Pro Significant Features

Mac Pro Significant Features

New Features

Mac Pro Features The Mac Pro is Apple's Intel-based professional desktop computer. It is intended for persons who require the greatest computing power and the maximum flexibility in configuration. This model provided these features compared to previous products such as the Power Mac G5. Later Mac Pro models will be discussed separately in this course:

Two dual-core Intel Xeon processors in all Mac Pro models All base Mac Pro models will have dual-core Intel Xeon processors, effectively making them quad-processor computers. High-end configurations had two quad-core Xeon processors, effectively making them eight-processor computers. FB-DIMM DDR2 memory supporting ECC memory and up to 16 GB of RAM Higher-performance memory with support for error correction and greater

capacity means more room to grow when using high-performance computing applications.

Four Internal HDDs The Mac Pro supports up to four internal hard disk drives. Two Optical Drives The Mac Pro has support for two optical drives. In addition to the features above, there is a service feature that helps you diagnose Mac Pro hardware issues better than previous models: Built-in main logic board diagnostic LEDs These allow you to determine hardware faults with the computer. Back to top

Next: Opening the Computer

Opening the Computer

Opening the Computer

Opening the Computer Before you open your Mac Pro, shut it down by choosing Shut Down from the Apple menu. Wait 5 to 10 minutes to allow the computer's internal components to cool. NOTE: Always shut down your Mac Pro before opening it to avoid damaging its internal components or the components you want to install. Do not open the computer or attempt to install items inside it while it is on. After you shut down your computer, the computer's internal components can be very hot. Let the computer cool down before continuing. ALSO: Follow ESD precautions when working with an open computer. If you do not have access to an ESD-compliant work area, discharge static before you touch any parts or install any components inside the computer.

To avoid generating static, do not walk around the room until you finish installing the cards, memory, or internal storage device and close the computer. 1. Unplug all the cables and the power cord from the computer. NOTE: To avoid damaging internal components or components you want to install, always unplug your Mac Pro. Don't attempt to install items while it's plugged in. 2. Hold the side panel and lift the latch on the back of the computer. 3. Remove the side panel. NOTE: When you remove the side panel, hold it securely. Back to top

Next: Tools

Tools

Necessary Tools

Necessary Tools The following tools are required to service all configurations of the Mac Pro computer. The Mac Pro (8x) requires additional tools that will be described later in this course.

Long-handled magnetized Phillips #1 screwdriver Long-handled magnetized 3 mm flathead hex screwdriver Short-handled or right-handled magnetized 2.5 mm hex screwdriver Flat-blade screwdriver Magnetized jewelers Phillips #1 screwdriver Magnetized jewelers Phillips #0 screwdriver Jewelers flat-blade screwdriver Needlenose pliers

Scissors or wire cutters Xacto knife Nylon probe tool (black stick) Tape (for temporarily holding cables out of the way) Small mirror (for seeing small boards inside the enclosure) Soft cloth (for protecting the enclosure from scratches) Back to top

Next: Drive Installation

Drive Installation

Installing Internal Storage Devices Installing SATA Hard Disk Drives Replacing the Optical Drive

Installing Internal Storage Devices The Mac Pro has room for six internal drives: two optical drives and four hard drives. The default configuration has a single hard disk drive that occupies the first hard drive bay, and an optical drive located in the top optical drive bay. You can add up to three additional Serial ATA (SATA) 3 Gbps hard disk drives to the empty hard drive bays. The drives must meet the following specifications:

Type: SATA 3 Gbps Width: 3.9 inches (102 mm) Depth: 5.7 inches (147 mm) Height: 1.0 inch (25 mm)

Installing SATA Hard Disk Drives

Your Mac Pro can accommodate up to four internal 1-inch-high SATA 3 Gbps hard disk drives in the hard drive bays. If you already have a drive installed in the first bay, you can install drives in any of the remaining bays. To install a hard disk drive: 1. Open your Mac Pro by following the instructions provided in the Opening Your Mac Pro section. 2. Lift the latch at the rear of the computer up to unlock the hard drive carriers. NOTE: When the latch is down, the drives and carriers are locked in the drive bays and can't be removed. 3. Pull the hard drive carrier out of the drive bay:

4. Use the four captive screws on the carrier to attach the hard disk drive to the carrier: If the printed circuit board is exposed on the bottom of the hard disk drive, hold the drive by its sides. To avoid damaging the drive, don't touch the printed circuit board during installation.

Position the connectors towards the rear. Use the four captive screws on the carrier to attach the hard drive. 5. Slide the carrier over the guides and into the drive bay, until it's seated in the bay and snaps into place. You may have to Jiggle the drive in the guides slightly to get the drive to slide in evenly:

The connectors on the drive plug into the computer when fully seated. Make sure the latch is still up. 6. Replace the side panel and push the latch down to secure it.

Replacing the Optical Drive The Mac Pro comes with one or two SuperDrives installed in the optical drive bays. Follow these instructions to replace the optical drive. NOTE: Contact your drive manufacturer or consult the manufacturer's website to determine if your drive is set to cable select mode. Before installation, set the drive to cable select mode if the manufacturer hasn't already done so. To replace the optical drive: 1. Open your Mac Pro by following the instructions provided in the Opening Your Mac Pro section. 2. Lift the latch at the rear of the computer up to unlock the optical drive carriers. When the latch is down, the drives and carriers are locked in the drive bays and can't be removed. 3. Pull the optical drive carrier part of the way out of the optical drive bay:

Slide the carrier partially out of the computer. Make sure the latch is up. 4. Disconnect the power and ribbon cables from the optical drive and remove the carrier:

Disconnect the power cable and the ribbon cable from the drive, and then remove the carrier from the computer. 5. Remove the optical drive from the carrier by unscrewing the four attachment screws. 6. Use the four screws from the original optical drive to attach the replacement drive to the carrier.

Screw the optical drive in place with the four screws. There are four extra screws stored on the back of the drive carrier. 7. Slide the optical drive and carrier over the guides part of the way into the drive bay. 8. Attach the power and ribbon cables to the back of the drive: NOTE: If you're replacing two optical drives, attach the connector on the end of the ribbon cable to the top drive and the connector in the middle to the bottom drive.

9. Slide the optical drive carrier the rest of the way into the drive bay, pushing it into place:

Make sure that the latch is up.

10. Replace the side panel and push the latch down to secure it. Back to top

Next: RAM Installation

Mac Pro RAM Installation

Installing Memory

Installing Memory Important: Apple recommends that you use Apple-approved FB-DIMMs. Other FBDIMMs may cause your Mac Pro to operate louder or decrease performance to conserve heat. Please see the Apple support article HT2813 "Optimizing your Mac Pro for acoustical performance" for more information on keeping your Mac Pro quiet. DIMMs from older Mac computers such as Power Mac G5 models cannot be used in any Mac Pro. To install memory: 1. Open your computer and remove the side panel, following the instructions for Opening Your Mac Pro. NOTE: Always wait 5 to 10 minutes for your Mac Pro to cool down before you attempt to install memory. The components on the memory cards may be very hot. 2. Remove the memory card:

3. Open the ejectors on the DIMM slot by pushing them out to the sides. 4. Align the first FM-DIMM in the slot on the memory card, and push both ends of the FB-DIMM down until the tabs are vertical and the ejectors snap into place. Repeat to install the second FB-DIMM. Don't touch the gold DIMM connectors. Add DIMMs to the memory cards in the order described in the illustration below.
Top Memory Card Bottom Memory Card

First pair of additional DIMMS

Second pair of additional DIMMS

Third pair of additional DIMMS

5. 6. Lay your Mac Pro down on a soft, clean cloth on the desk or work surface to avoid scratching the work surface or your Mac Pro:

7. With the computer on its side, push the memory card(s) straight down in to the memory slots. Push slightly until they are seated in the memory slots. 8. Stand your Mac Pro up and replace the side panel. 9. Push the latch down to secure the side panel. When you replace the side panel, hold it securely so it stays in place as you push the latch down. Back to top

Next: Logic Board Reset

Logic Board Reset

Logic Board Resets About the SMC (System Management Controller) Resetting the SMC Resetting the Real Time Clock (RTC) Resetting the Computer

Logic Board Resets There are three reset switches on the logic board that you can use to troubleshoot various issues. They are:

SMC reset: If the computer is experiencing a power issue, resetting the System Management Controller may resolve it. RTC reset: If the computer is experiencing a booting issue, resetting the Real Time Clock may resolve it. System reset: You can use this switch to determine if a computer that wont consistently boot from a cold start has power supply issues.

About the SMC (System Management Controller) The System Management Controller (SMC) is a chip on the logic board that controls all power functions for your computer. If your computer is experiencing a power issue, resetting the SMC may resolve it. The SMC controls several functions, including:

Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth Handling system resets from various commands Controlling the fans

Note that if you reset the SMC, this does not reset the PRAM. Resetting the SMC will not resolve issues in which your computer is unresponsivein these situations, restarting your computer will generally suffice. If your computer isn't responding, perform these steps one at a time, in this order, until the issue has been resolved: 1. Force Quit (Option-Command-Escape). 2. Restart (Control-Command-Power). 3. Force Shut Down (press the power button for 10 seconds).

Resetting the SMC Resetting the SMC can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so forth. If your computer still exhibits these types of issues after you've restarted the computer, try resetting the SMC. To reset the SMC on a Mac Pro: 1. From the Apple menu, choose Shut Down (or if the computer is not responding, hold the power button until it turns off). 2. Unplug all cables from the computer, including the power cord and any display cables. 3. Wait at least two minutes. 4. Plug the power cord back in, making sure you are not pressing the power button at the same time. Then reconnect your keyboard and mouse to the computer. 5. Press the power button to start up your computer. Another way to reset the SMC on a Mac Pro computer: 1. From the Apple menu, choose Shut Down (or if the computer is not

responding, hold the power button until it turns off). 2. Open and remove the metallic outer door. 3. Press the SMC_RST switch that is located slightly below and to the right of the row of diagnostic LEDs. Use a non-metallic, non-conductive object, such as a wooden pencil. 4. Replace the metallic outer door. 5. Press the power button to start up your computer. NOTE: Unlike earlier models of Power Mac G5 or Power Mac G4 computers, the Mac Pro computer does not have a PMU. The SMC replaces this functionality.

Resetting the Real Time Clock (RTC) The Real Time Clock (RTC) is a chip on the logic board that controls the date and time functions of the computer. If the computer is experiencing a booting issue, resetting the RTC may resolve it. Follow these steps to reset the RTC: 1. From the Apple menu, choose Shut Down (or if the computer is not responding, hold the power button until it turns off). 2. Unplug the AC power cord. 3. Remove the RTC backup battery for at least 20 seconds. You may need to remove a PCI Express card to gain access to the battery.

Resetting the Computer Mac Pro has a reset switch on the logic board that you may use to restart the computer while it is powered up. You can use this switch to determine if a computer that wont consistently boot from a cold start has power supply issues. Follow these steps to reset the computer:

1. With the computer powered up, press the SYS_RESET switch located in the upper right-hand corner of the logic board. To press the switch, use the nylon probe tool (Apple part number 922-5065). 2. If the computer boots after you press the SYS_RESET switch, try shutting the computer off and restarting by pressing the front power button. If the computer restarts when you press the SYS_RESET switch but not from a cold start, the power supply may need to be replaced. Back to top

Next: POST

POST

Power-On Self Test: RAM and Processor Verification

Power-On Self Test: RAM and Processor Verification A power-on self test (POST) in the computers ROM automatically runs whenever the computer is started up after being fully shut down (the test does not run if the computer is only restarted). If the test detects a problem, the status LED located above the power button on the front of the computer will flash in the following ways (See note below):

1 Flash: No RAM is installed or detected, or, the quick memory test failed. An LED lights up on the DIMM riser card next to the affected DIMM. 3 Flashes: A RAM bank failed extended memory testing. An LED lights up on the memory riser card next to the affected DIMM.

Troubleshooting: Try reseating the memory DIMMs. Check memory installation instructions for proper installation order. Swap affected DIMM with known good DIMM. NOTE: The status LED lights up when you press the power button at startup. Do not

count this light as one of the diagnostic flashes. Back to top

Next: Diagnostic LEDs

Diagnostic LEDs

About the Diagnostic LEDs Interpreting the LEDs LED 1 Trickle Power LED 2 CPU B (Lower Processor) Error and LED 3 CPU A (Upper Processor) Error LED 4 CPU B (Lower Processor) Overtemp and LED 5 CPU A (Upper Processor) Overtemp LED 6 GPU Present LED 7 Power On LED 8 EFI Good

About the Diagnostic LEDs The Mac Pro logic board includes a set of LEDs to help service providers troubleshoot the computer. The LEDs are located toward the rear of the logic board, under the memory cage, next to PCI card slot 1.

You can view these LEDs by removing the computers side access panel and looking through the memory cage to the logic board below.

Interpreting the LEDs Use the chart below to interpret the LEDs.

Remember the following points when using the LEDs to diagnose an issue:

LEDs 2, 3, 4, and 5 are normally off and will automatically illuminate if an error occurs. To read LEDs 1, 6, 7, and 8, you must press the DIAG_LED button, which is adjacent to the LEDs. To press the DIAG_LED button, use the nylon probe tool (Apple part number 922-5065).
Press DIAG_LED Color Nominal button to display Yellow On Yes

Location

Name

Indicates Power supply is providing trickle power. CPU B halts on an IERR (instruction error). CPU A halts on an IERR (instruction error). CPU B is over temperature. CPU A is over temperature. EFI has configured the graphics card. All power rails are functioning. EFI is done loading.

LED 1

Trickle Pwr CPU B (Lower Processor) Error CPU A (Upper Processor) Error CPU B (Lower Processor) Overtemp CPU A (Higher Processor) Overtemp GPU Present Power On EFI Done

LED 2

Red

Off

No

LED 3

Red

Off

No

LED 4

Red

Off

No

LED 5 LED 6 LED 7 LED 8

Red Green Green Green

Off On On On

No Yes Yes Yes

LED 1 Trickle Power

Normally on when DIAG_LED button is pressed. If LED 1 is not on, the symptom is that the computer wont power on. Troubleshooting: 1. 2. 3. 4. 5. Check AC cord is connected to a working AC wall outlet. Reseat AC Plug. Check connections of power supply cables to the logic board. Check power supply cable connections at power supply. Replace power supply.

LED 2 CPU B (Lower Processor) Error and LED 3 CPU A (Upper Processor) Error Normally off. These LEDs come on if an error occurs or if the BootROM is corrupted. They do not depend on the DIAG_LED button being pressed. Related symptoms include no video or the computer is hung up. If the BootROM is corrupted, the optical drive tray should eject, prompting for the insertion of a recovery disc to restore the BootROM. Troubleshooting: 1. With the computer booted up, press the SYS_RESET switch. If this clears the CPU Error LED, check for incompatible device driver software that may have been installed for added hardware. 2. If the Error LED is still on, power down the computer and try pressing the SMC_RESET switch. Restart the computer. 3. Reset the power supply by unplugging the AC cord for 10 seconds. 4. Unplug AC cord and remove any added DIMMs and PCI Express cards. If this causes the LED to go off, repopulate the DIMMs and/or PCI Express cards to find the combination that caused the LED to come on. Overheated memory could be a possible cause for this CPU error LED to come on. Check fan operation. 5. Unplug the AC cord and remove the RTC battery for 10 seconds. You may need to remove a PCI Express card to get to the RTC battery. Reinstall the battery and restart the computer. Try swapping CPU A and CPU B locations. If the CPU Error LED follows the CPU, replace that CPU.

6. Try replacing the logic board.

LED 4 CPU B (Lower Processor) Overtemp and LED 5 CPU A (Upper Processor) Overtemp Normally off. These LEDs come on if an error occurs. They do not depend on the DIAG_LED button being pressed. These two LEDs can operate in two different modes; they will either flash or stay on. If either LED is flashing, it may indicate an initial processor over-temperature condition. If either LED is solidly on, it may indicate a chronic processor overtemperature condition. Initial processor over-temperature can cause symptoms such as sluggish computer performance. Chronic processor over-temperature can cause the computer to hang completely. Troubleshooting: 1. Verify proper heat sink installation. 2. Verify all thermal sensors are properly connected. 3. Verify all fans are operating properly, especially the front intake fan.

LED 6 GPU Present Normally on when DIAG_LED button is pressed. If this LED is on, it indicates there is a graphics card installed and recognized by the computer. It does not indicate that the graphics card is fully functional. Some graphics cards require additional power to function, which is available from connectors on the logic board. For these cards, if the auxiliary booster power cable is not connected between the logic board and the graphics card, an error message reminding about this additional power connection will be displayed as Mac OS X starts up. Troubleshooting: 1. Check that the graphics card is seated correctly in its PCI slot. 2. Check that the cards auxiliary booster power cable is connected properly (if the card requires one).

3. Try the graphics card in a different PCI slot. 4. Try a different graphics card. 5. Replace the logic board. If an error message about graphic card booster power connection is displayed, check that the appropriate booster power cable is firmly connected between the logic board and the graphics card.

LED 7 Power On Normally on when DIAG_LED button is pressed. If this LED is on, it indicates the power supply is functioning. Troubleshooting: 1. Check that the power cables to the logic board are properly attached. 2. Check the cable connections at the power supply. 3. Check for any signs of an obvious electrical short, for example, metal screws or PCI card slot cover loose inside computer touching the logic board.

LED 8 EFI Good Normally on when DIAG_LED button is pressed. Takes approximately 5 seconds after power up. If this LED is on, it indicates that the computer has completed the on board Extensible Firmware Interface (EFI) operations and the operating system is now in control. Troubleshooting: 1. 2. 3. 4. Check that LED 7 Power On LED is on. Check that LEDs 2, 3, 4, and 5 are off. Try removing any added hardware. Try removing any added DIMMs. Back to top

Next: Memory Diagnostic LEDs

Memory Diagnostic LEDs

Overview

Overview Both of the memory riser cards include diagnostic LEDs for each DIMM. Each of the LEDs lights if it detects an issue with the corresponding installed DIMM. These LEDs also flash briefly when you start the computer up or shut it down, and when it goes in and out of sleep mode. This is normal behavior.

RAM LEDs outlined in RED. Troubleshooting: 1. Shut down and restart the computer.

2. 3. 4. 5.

Try reseating the DIMMs. Check memory installation instructions for proper installation order. Swap affected DIMM with known good DIMM. Try moving DIMM to another slot (within the same bank of two) to see if the failure LED follows the DIMM. If so, replace DIMM with known good DIMM. Back to top

Next: Video Diagnostic LEDs

Video Diagnostic LEDs

About the Video Card Diagnostic LEDs T_Fault LED Ext_Power LED

About the Video Card Diagnostic LEDs The Radeon X1900 XT video card also has diagnostic LEDs. This card is not part of the default configuration. These LEDs also flash briefly when you start the computer up or shut it down, and when it goes in and out of sleep mode. This is normal behavior.

T_Fault LED Normally off, this LED lights up if the graphics chip gets too hot. Troubleshooting: 1. Check that the rear fan is working. 2. Try reseating the card in the PCI Slot. 3. Make sure the cards auxiliary booster power cable is connected (if there is one).

4. Reboot the computer. 5. Try a different video card. 6. Replace the video card.

Ext_Power LED Normally off, this LED lights up if the auxiliary power isnt being supplied. Troubleshooting: 1. Make sure the cards auxiliary booster power cable is connected (if there is one). 2. Check connections from the power supply to the logic board. 3. Try a different auxiliary power cable. 4. Try a different video card. 5. Replace the video card. Back to top

Next: Power Supply Verification

Power Supply Verification

Overview

Overview To power on, the computers logic board requires trickle power. If the computer fails to power on, first reset the SMC as described in this chapter. If the computer still doesnt power on, follow the procedure outlined below to determine whether the issue is related to the power supply: 1. Verify trickle power.

a. Diagnostic LED 1 indicates the presence of trickle power required by the logic board to begin the startup process. b. LED 1 should be yellow when the DIAG_ LED button is pressed, indicating that trickle voltage is present. 2. Verify Power Supply Is Providing Power. a. Diagnostic LED 7 indicates that the main power is OK and within regulation. b. Plug in AC power cord, and press the Power button on the front panel. c. LED 7 should be green when the DIAG_ LED button is pressed, indicating that the main power is OK and within regulation. Back to top

Next: Significant Issues

Significant Issues

Overview

Overview The following are titles of various Apple support articles representing significant Mac Pro issues:

Power Mac G5 and Mac Pro: How to open the CD/DVD tray There are several ways to open the optical drive trays on Power Mac G5 or Mac Pro: Power Mac and Mac Pro: Supported Microphones This article describes microphones supported for use with Power Mac computers. Mac Pro: How to reset the System Management Controller (SMC) The System Management Controller (SMC) is a chip on the logic board that

controls all power functions for your computer. If your computer is experiencing any power issue, resetting the SMC may resolve it.

Mac Pro: About the PCI-E slots PCI-E (Peripheral Component Interconnect-Express) is a newer implementation of PCI which uses a much faster physical-layer communications protocol than older PCI bus architectures. Mac Pro: Audio may not switch when new devices are connected Audio devices behave differently on Mac Pro than other Mac computers. Mac OS X 10.4.8: Mac Pro - kernel panic at startup after installing on a RAID volume Issue or symptom: After updating to Mac OS X 10.4.8 or Mac OS X Server 10.4.8 on a Mac Pro that has a software RAID boot volume, a kernel panic may occur during startup. Mac Pro: Video frame rate appears to be slow in some programs If you are running Mac OS X 10.4.7 on your Mac Pro and notice that the video in some programs or games appears to be slow, check the Mac OS X build number. The build number is available in the About This Mac window. Can't connect two DVI connectors to Power Mac G5 (Late 2005) or Mac Pro video cards If your Power Mac G5 (Late 2005) uses the NVIDIA GeForce 7800 GT or the NVIDIA Quadro FX 4500 video card or if your Mac Pro uses the NVIDIA GeForce 7300GT or the NVIDIA Quadro FX 45000 video cards, you may be unable to physically connect two DVI connectors to the card. Back to top

Next: Mac Pro (8x) Significant Features

Mac Pro (8x) Significant Features

Mac Pro (8x) Differences Identifying a Mac Pro (8x) How to Identify Mac Pro (8x) Service Parts in GSX

Mac Pro (8x) Differences The Mac Pro (8x) has two 64-bit Intel Quad-Core Xeon (aka Clovertown) processors running at 3.0 GHz. These processors contain 8 MB L2 cache per processor, along with a 128-bit SSE3 vector engine, and are optimized for energy efficiency. The processors are socketed. To accommodate these processors a number of different steps have been taken to ensure that the heat they generate is efficiently dispersed. This has consequences on both troubleshooting and repair procedures.

Identifying a Mac Pro (8x) The Mac Pro (8x) computer looks like a quad-core Mac Pro computer. Because Mac Pro (8x) is a product configuration of the original Mac Pro, Mac Pro (8x) computers do not have distinct serial numbers. This can make it challenging to tell them apart. Here is how you can identify a Mac Pro (8x) computer: Check the configuration label 1. Look at the computers configuration label, which is located on the computers back panel directly below the video ports.

Two numbers on the configuration label identify the computer as an 8-core Mac Pro: 1. On the first line of the label, the EMC number is listed as 2138 2. On the second line, the configuration description includes 3.0_8cx NOTE: The serial number location remains the same as other Mac Pro models: The serial number is located on the configuration label, directly below the configuration description (or you can see the serial number with System Profiler in Mac OS X if the computer is functioning). Please refer to Apple support article HT2808 "How to identify a Mac Pro (8-core) computer" for further information.

How to Identify Mac Pro (8x) Service Parts in GSX Another significant issue service personnel will have to deal with involves how to identify Mac Pro (8x) service parts in GSX. Mac Pro (8x) is a product configuration of the original Mac Pro, Mac Pro (8x). Because of this, Mac Pro (8x) computers do not have distinct serial numbers. Consequently, GSX will not display "Mac Pro (8x)" as a product in the product pulldown menu.

When using a serial number to look up Mac Pro (8x) parts in GSX, be aware that a list of parts for BOTH Mac Pro and Mac Pro (8x) will be displayed. Parts that are unique to Mac Pro (8x) will include "8x" at the end of the part description. Parts without "8x" in the description may be either of the following:

Parts unique to the original Mac Pro Parts used in both the original Mac Pro and Mac Pro (8x)

When searching for Mac Pro (8x) service parts in GSX, to verify that a particular part is used in the Mac Pro (8x), check the "Notes" section for the part, or the service manual exploded view for this product. Back to top

Next: Repair Differences

Mac Pro (8x) Repair Differences

Power Supply Cabling Heat Sink Cover Front Fan Assembly Memory Cage/Rear Fan

Power Supply Cabling Other Mac Pro Models In other configurations of the Mac Pro, the four power supply cables are routed through the media shelfs vertical divider using four mating connectors. To remove the power supply entirely from the enclosure, you must disconnect all four connectors on the power supply harness, which mate with four power harness

connectors threaded through openings in the media shelfs vertical divider.

When the power harness connectors are in their original position in the media shelf divider, it is not possible to see where they mate with the power supply cable connectors. There are several tips and steps listed in the service manual that walk you through the process of disconnecting and reconnecting these so-called blind-mate connectors. Disconnecting and reconnecting these cables has proven challenging with technicians. Mac Pro (8x) The Mac Pro (8x) has improved upon this significantly. In the Mac Pro (8x), the four power supply cables are routed through the media shelfs vertical divider through a single, larger opening, rather than four individual blind mate connectors.

The vertical divider now has an opening where all four cables route through. The power supply cables are located under a cover at the back wall of the optical drive bay. This change simplifies access to the cable connectors and makes removal of the power supply easier. Its much easier to reach into the media bay to disconnect the four power supply cables rather than deal with them as blind-mate connectors.

Heat Sink Cover When removing the processor heat sink cover to gain access to the processor heat sink towers, you no longer have to make room by removing the memory cage screws and sliding the memory cage toward the back of the computer. The heat sink cover is held in place with tabs and magnets and comes off easily without any tools. NOTE: Details about the handling of processors and heatsinks in the Mac Pro (8x) are available in the Technician Safety Course and the Mac Pro (8x) service manual.

Front Fan Assembly The front fan assembly is now held in place by two screws instead of just one: one at the top rear of the assembly that mounts the assembly to the logic board and a new screw at the bottom front of the assembly. Once these screws are removed, the front fan assembly can easily be lifted out of the enclosure.

Memory Cage/Rear Fan On the Mac Pro (8x), the only parts that now must be removed before removing the memory cage are the top and bottom memory riser cards, any PCI Express card installed in slot 1, and the processor heat sink cover, which is held in place by magnets. The rear fan now collapses into the cage, which simplifies removal of the cage and fan. In addition, the rear fan can be removed from the memory cage and is therefore a separate, orderable part. Back to top

Next: Heatsink/Processor Issues

Mac Pro (8x) & Mac Pro (Early2008) Heat Sink and Processor Issues

Special Thermal Coating Mac Pro (8x) Special Procedures

Special Thermal Coating The Mac Pro (8x) and some configurations of Mac Pro (Early 2008) computers use a

special coating on the processor heat sink and processor to manage the temperature in the computer. The silver-colored coating comes pre-applied to the underside of the heat sink and the top of the processor. There is a special thermal grease service parts kit (Apple part number 076-1258) and associated special procedures for working with these heat sinks and thermal materials. This kit comes with many replacement components, and is also separately orderable. These procedures are described below.

Mac Pro (8x) & Mac Pro (Early 2008) Special Procedures Its very important that you follow to these procedures when handling the processor heat sinks and/or processors in the Mac Pro (8x) and Mac Pro (Early 2008) computers. Failure to follow these procedures could result in damage to the computer and a repeat, multi-part repair:

Wear disposable nitrile or latex gloves when handling the processor heat sink and processor. These gloves should be included with replacement components. Avoid touching the silver-colored coating on the underside of the heat sink and the top of the processor. Always make a visual inspection of new or existing heat sinks and processors before installing them in the computer.
o

Specifically, check the application of the silver-colored coating on the underside of the heat sink and the top of the processor. In addition, check the condition of the gasket that surrounds the coating on the heat sink.

When removing or replacing the heat sink and/or processor, do not allow the heat sink to be separated from the processor for more than 30 minutes. NOTE: The special coating on the heat sink and processor degrades with exposure to air; more than 30 minutes of exposure could result in damage to the computer and a repeat, multi-part repair.

When installing a new logic board, use care in transferring the heat sinks and

processors to the new board. Do not allow the heat sinks and processors to be separated from the board or from each other for more than 30 minutes.

If you need to install a new heat sink or processor but you dont have the part on-hand, reassemble the unit while you are waiting for the new part to arrive. When working with these components, place all disposable materials used in removing or replacing a processor heat sink or processor inside the resealable plastic bag that is included with the replacement module. Disposable materials include such items as protective gloves, alcohol wipes, lint-free cleaning cloths, Krytox grease and syringe, and heat sink gasket. Do not throw these materials in the trash with your other garbage. Dispose of them in accordance with local hazardous waste regulations.

If you are installing a new heat sink, do not remove it from its vacuum-packed bag until you are ready to install it. Be sure to follow all directions for unpacking the heat sink that are included in its packing box. NOTE: Much more information regarding this process can be found in the service manual. It is also available in the Technician Safety course. Please refer to these resources closely for more information regarding this important procedure. Back to top

Next: Mac Pro (Early 2008) Significant Features

Mac Pro (Early 2008) Significant Features

Mac Pro (Early 2008) Features Identifying a Mac Pro (8x) Product Comparison

Mac Pro (Early 2008) Features

This version of the Mac Pro includes the following new or updated features:

Intel quad-core Xeon (Harpertown) processors in all configurations. 2 GB of memory standard in all configurations. Up to 32 GB of memory can be installed. Larger hard drives in all configurations: 320 GB base, up to 1 TB CTO. SAS drives can be installed instead of SATA drives. This requires installation of the optional Mac Pro RAID Card. The Expansion Slot Utility from previous models of Mac Pro will not work on the Mac Pro (Early 2008) Boot Camp on the Mac Pro (Early 2008) provides support for 64-bit Windows Vista. ATI Radeon HD 2600 XT PRO (RV630) is the base video card; new CTO video cards. The Mac Pro (Early 2008) includes Mac OS X 10.5.1 (Leopard) or later, iWork '08 30-Day Trial, and iLife '08.

Identifying a Mac Pro (Early 2008) Externally, the Mac Pro (Early 2008) appears identical to older Mac Pro models. One way to differentiate the Mac Pro (Early 2008) from older models is to open the side panel and inspect the memory cage. The Mac Pro (Early 2008) memory cage has a cross bar where older models do not:

Mac Pro (Early 2008) Memory Cage

Previous Mac Pro Memory Cage

Product Comparison The table below shows how Mac Pro (Early 2008) models compare to their predecessors. Updated features are shown in bold:
Mac Pro (Late 2006) Configurations Marketing Number Processor Type (CPU) On-Chip L2 cache System Memory Slots Maximum Memory Graphics Card Graphics Memory Video Connectors Hard Drive Optical Drive

Mac Pro (Early 2008) 1 x 2.8 GHz Z0EM 2 x 2.8 GHz MA970 2 x 3.0 GHz Z0EM 2 x 3.2 GHz Z0EM

2x 2x 2x 2.0GHz 2.66GHz 3.0GHz Z0D8 MA356 Z0D8

2 x 3.0GHz Z0D8 Intel QuadCore (Clovertown)

Intel Dual-Core (Woodcrest)

Intel Quad-Core (Harpertown) 12 MB shared by two cores 2 GB PC2-6400 - DDR2-800 FBDIMM (240-pin) (2 x 1 GB) 8 matched pairs 32 GB RAM ATI Radeon HD 2600XT (RV630) Pro 256 MB GDDR3

4 MB shared per processor PC2-5300-DDR2-667 FB-DIMM (240-pin) 1 GB (2 x 512 MB) 8 matched pairs 16 GB RAM NVIDIA GeForce 7300 GT PCI Express (16x) 256 MB GDDR2 One single-link DVI (1920 x 1200) One dual link DVI (2560 x 1600) Analog resolution (2048 x 1536) Mirroring and extended desktop 250 GB Serial ATA/300 7200 rpm 8x SuperDrive Parallel ATA

2 dual-link

320 GB Serial ATA/300 7200 rpm 16xSuperDrive Parallel ATA

(DVD+R DL/ DVD-RW/ CD-RW) USB Ports FireWire Ports

(DVD+R DL/ DVD-RW/CD-RW) Five USB 2.0 ports (2 front, 3 rear)

Five USB 2.0 ports (2 front, 3 rear) Two FireWire 400 (1 front) Two FireWire 800 (1 front) Line In Line Out Headphone Digital (Toslink optical) In Digital (Toslink optical) Out

Two FireWire 400 (1 front) Two FireWire 800 (1 front) Line In Line Out Headphone Digital (Toslink optical) In Digital (Toslink optical) Out 2 - 10/100/1000 Base-T Ethernet AirPort Extreme (802.11a/b/g/n) Bluetooth 2.0 +EDR Slot 1 is a 16x slot (doublewide) and is used by the included graphics card. Three open PCI Express slots. All four slots have 16-lane connectors.

Audio Ports

Networking

10/100/1000 Base-T Ethernet AirPort Extreme (802.11a/b/g/n) Bluetooth 2.0 +EDR

Expansion Slots

Slot 1 is a 16x slot (double-wide) and is used by the included graphics card. Three open PCI Express slots. All four slots have 16-lane connectors.

CTO Options

Processor (2.0 GHz, 3.0 GHz, or quad-core 3.0 GHz) RAM HDs (up to 4 x 750 GB), second SuperDrive Bluetooth 2.0+EDR module AirPort Extreme module Fibre Channel PCI-Express cards RAID card Apple USB external modem Wireless keyboard Wireless mouse

Processor (single 2.8, dual 3.0, or dual 3.2 GHz) Up to 32 GB RAM HDs (500 GB, 750 GB, 1 TB, or 300 GB SAS) Second SuperDrive AirPort Extreme module Fibre Channel PCI-Express cards RAID card Apple USB external modem Wireless keyboard Wireless mouse NVIDIA GeForce 8800 GT

CTO Video

ATI Radeon X1900 XT (512 MB

Cards

GDDR3, two dual-link DVI ports) NVIDIA Quadro FX 4500 (512 MB GDDR3, two dual-link DVI ports + stereo graphics port) Install Disc 1 (2Z691-5744) Install Disc 2 (2Z691-5860)

(G9) 512 MB NVIDIA Quadro FX 5600 (G80) 1.5 GB

DVD Media Bundle (DL)

Install Disc 1 (2Z607-2355) Install Disc 2 (2Z607-1977)

. Back to top

Next: RAM Installation Differences

Mac Pro (Early 2008) RAM Installation

Installing Memory

Installing Memory
Memory Overview

The Mac Pro (Early 2008) has two memory cards with four memory slots on each card (in four banks of two each). The Mac Pro (Early 2008) comes with a minimum of 2 GB of memory, installed as a pair of 1 GB fully buffered dual inline memory modules (FB-DIMMs) in two of the DIMM slots. You can install additional pairs of 1 GB, 2 GB, or 4 GB FB-DIMMs in the open DIMM slots on the memory cards, for a total of 32 GB of memory. Important: Apple recommends that you use Apple-approved FB-DIMMs. Other FBDIMMs may cause your Mac Pro to operate louder or decrease performance to conserve heat. Please see the Apple support article HT2813 "Optimizing your Mac Pro for acoustical performance" for more information on keeping your Mac Pro quiet. DIMMs from older Mac computers such as Power Mac G5 models cannot be used in

any Mac Pro. DIMMs must be installed in matched pairs and fit these specifications:

800 MHz, DDR2, PC2-6400 FB-DIMMs 72-bit wide, 240-pin modules 36 memory ICs maximum per DIMM Error-correcting code (ECC)

Differences with Previous Models

There are three main differences to be aware of when installing or upgrading memory in a Mac Pro (Early 2008) as compared to earlier Mac Pro models:

Up to 32 GB of memory can be installed, as compared with 16 GB in earlier Mac Pro models. The memory riser cards are installed facing each other instead of both facing up as in earlier Mac Pro models. An FB-DIMM is moved from the bottom card to the top card as part of the upgrade process.

For more information about Mac Pro (Early 2008) memory installation, please see Apple support article HT1184 "Mac Pro (Early 2008): Memory installation procedures". To install memory: 1. Open the computer and remove the side panel, following the instructions for opening the Mac Pro (Early 2008). NOTE: Always wait 5 to 10 minutes for the Mac Pro to cool down before you attempt to install memory. The components on the memory cards may be very hot. 2. Using the two finger holes, pull on the memory cards to remove them.

3. On the bottom memory card, open the ejectors on the DIMM slot and push them out to the sides, and then remove the DIMM from slot 1, as shown in illustration 1a. Important: When installing or removing DIMMs, dont touch the gold connectors on the DIMMs or the memory cards. 4. Reinstall the DIMM you removed on the top memory card by aligning it in DIMM slot 2, as shown in illustration 1a, and pushing both ends of the DIMM down until the tabs are vertical and the ejectors snap into place. 5. Install the first pair of additional DIMMs on the bottom memory card in DIMM slots 1 and 2, the slots closest to the cards gold connectors, as shown in illustration 1b. Important: Always install DIMMs as matched pairs and in the order shown here.

6. If you add a second pair of additional DIMMs, install them on the top memory card in DIMM slots 3 and 4, the last two slots, as shown in illustration 2.

7. If you add a third pair of additional DIMMs, install them on the bottom memory card in DIMM slots 3 and 4, as shown in illustration 3. 8. Lay the computer down on a soft, clean cloth on the desk or work surface to avoid scratching the work surface or the computer enclosure:

9. Reinstall each memory card, pushing it straight down until its firmly seated in the memory slot. 10. Stand the computer upright and replace the side panel. 11. Push the latch down to secure the side panel. Important: When you replace the side panel, make sure the latch is up. Hold the side panel securely so it stays in place as you push the latch down. Back to top

Next: Mac Pro (Early 2009) Overview

Mac Pro (Early 2009) Overview

Product Overview Important Hardware Features Important Software Features Environmentally-Friendly Features

Product Overview
The Mac Pro (Early 2009) has the same design as its predecessor, with some significant changes. Intel Xeon "Nehalem" Quad-core processors offer better performance at slower speeds. For the first time in the Mac Pro line, Apple offers both single- and dual-processor models. Other changes include an optional upgraded RAID card, FireWire 800 ports front and back, no FireWire 400 ports, and faster graphics cards.

Mac Pro (Early 2009) Side View

Mac Pro (Early 2009) Front View

Mac Pro (Early 2009) Rear View

Important Hardware Features

The Mac Pro (Early 2009) includes the following features:

The Mac Pro (Early 2009) uses the latest Quad-Core Intel Xeon "Nehalem" processor. Available processor speeds are 2.26, 2.66, and 2.93 GHz. Xeon "Nehalem" processors use Intel's new QuickPath Interconnect (QPI) architecture, which connects the processor to the rest of the system and/or another processor. The single-processor model uses the Quad-Core Intel Xeon 3500 (Nehalem WS) processor; the dual-processor model uses the Quad-Core Intel Xeon 5500 (Nehalem EP) processor.

Note: The key difference between the two processors is the number of QPI buses: the 3500 (Nehalem WS) has 1 QPI bus, while the 5500 (Nehalem EP) has 2 QPI buses.

The single-processor Mac Pro does not have a dual-processor upgrade option. The single-processor Mac Pro has four RAM slots; the dual-processor Mac Pro has eight. Four PCI Express 2.0 (PCIe 2.0) slots, arranged as: o one double-wide 16x slot o one single-wide 16x slot o two single-wide 4x slots Four independent 3Gb/s Serial ATA channels, supporting both SATA and SAS hard drives Apple offers an upgraded RAID card as a CTO option with the Mac Pro (Early 2009) and as a finished-goods kit. o The Mac Pro RAID Card has 512MB cache and 72-hour cache battery backup. o The RAID card is not backwards-compatible; it works only with the Mac Pro (Early 2009). o The card is easier to install because it has no iPass cabling; you just plug the card in PCI slot 4 and configure it using RAID Utility. o When using SAS drives, the RAID card is required. o You must use the RAID card in PCI slot 4. 1066 MHz DDR3 ECC RAM (non-ECC supported, ECC recommended) Graphics cards include NVIDIA GT 120 512 MB DDR3 standard, ATI Radeon HD 4870 512 MB DDR5 is available as a CTO option. Bluetooth is included on the retail configurations; AirPort Extreme 802.11n is available as a CTO option. Neither model has FireWire 400 ports. The SuperDrive is 18x compared to the previous model's 16x SuperDrive. Ships with Apple Keyboard (2007); Apple Keyboard (2009) is available as a CTO option.

CTO options:

Single-processor (Quad Core) CTO options: o 2.93 GHz processor o 6 GB or 8 GB RAM memory Dual-processor (Eight Core) CTO options: o Two 2.66 GHz or 2.93 GHz processors

8 GB, 12 GB, 16 GB, or 32 GB RAM memory

CTO options common to both models: o ATI Radeon HD 4870 graphics card w/512MB GDDR5 memory o Up to four NVIDIA GeForce GT 120 graphics cards, which supports up to eight 30-inch displays o Up to four 640 GB or 1 TB SATA 7200-rpm hard drives o Two 18X SuperDrives o Mac Pro RAID card o AirPort Extreme 802.11n o Fibre Channel PCI Express Card (Dual or Quad Channel) o Apple accessories (sold separately)

Accessories:

Apple Keyboard (2009) Apple Wireless Keyboard Wireless Mighty Mouse Mini-DisplayPort to DVI (Single-Link) video adapter (MB570Z/A) Mini-DisplayPort to DVI (Dual-Link) video adapter (MB571Z/A) Mini-DisplayPort to VGA video adapter - MB572Z/A

DIY (user-replaceable) parts:

Hard drives RAM Expansion cards Apple accessories

Note: This list will not be updated.

Important Software Features

Mac Pro (Early 2009) models ship with these discs:

Mac OS X Install DVD: Mac OS X 10.5.6 (9G3553), BootCamp drivers, XCode Tools Applications Install DVD: iLife '09, AHT

This Mac OS X 10.5.6 version contains these changes:

The updated installer blocks installation on computers that don't ship with this OS version. The installer is "unchained," which makes it simpler to reinstall bundled software like iLife. The Energy Saver preference pane combines the Sleep and Options panes. The MacBook Pro (15-inch, Late 2008) has this feature, but the MacBook Pro (17inch, Late 2008) did not.

Environmentally-Friendly Features
This product line continues Apple's commitment to a "greener Apple":

Highly recyclable aluminum enclosure BFR-free internal components PVC-free internal cables Meets ENERGY STAR 5.0 requirements EPEAT Gold rating Return to top

Next: Repair Issues

Repair Issues

Introduction New Internal Design Processor Heat Sinks

Introduction Here are some cautions to consider before working inside Mac Pro (Early 2009). As a reminder, for more information and more detailed tips and procedures for Mac Pro

(Early 2009), please consult the latest version of the Mac Pro (Early 2009) Apple Technician Guide.

New Internal Design Summary: Mac Pro (Early 2009) incorporates a new internal design. An all-new processor tray slides out offer easy access to the processor heat sinks and additional memory slots. The processor tray contains the processor heat sink(s), processor(s), DIMMs, processor board, and processor tray support plate.

Location Mac Pro (Early 2009) Processor Tray

Components

Tips:

You can identify the processor tray by the number of heat sinks on it. There are two different processor trays to accommodate the two different processor configurations. The eight-core dual-processor tray has two heat sinks, and the quad-core single-processor tray has one larger heat sink. Both slide in and out of the processor cage, and are held in place by two latches on the front of the

processor tray.

Mac Pro (Early 2009) Quad-core Processor Tray

Mac Pro (Early 2009) Eight-core Processor Tray

To remove the processor tray, press down and release the two latches on the front of the processor tray. Then, holding the tray by the two latches, lift it out of computer.

Release latches

Lift tray out

When removing the processor tray, place the processor tray DIMM-side-up on a soft, smooth, ESD-safe surface before performing any work on it. When replacing the processor tray, carefully slide the tray in all the way until it is completely seated, then close both latches.

Processor Heat Sinks Summary: The Mac Pro (Early 2009) Apple Technician Guide lists and describes several important procedures and cautions involving the processor heat sinks. Service technicians should always refer to the Mac Pro (Early 2009) Apple Technician Guide for complete disassembly and reassembly instructions. This is just an overview of these procedures and cautions.

Examples of Mac Pro (Early 2009) Heat Sink Cautions

Notes: The following list describes a few of these cautions:

Use two hands to hold each heat sink by its sides. Be careful of heat sink fins, as they can be sharp. Do not press down on the top of the heat sink. On dual-processor units, CPU A heatsink (rear) and CPU B heatsink (front) are different parts; they can be identified by their undersides. Be sure to install the correct heatsink on each processor. To position heatsink screws, lightly tighten them in the order shown in the Technician Guide, using no more than two turns of driver per screw. To secure heatsink to processor, again tighten screws in order shown until they are finger tight. Then turn each screw (in order shown) no more than 1/4 turn more. Do not over-tighten the heat sink screws or damage to the processor could result. Mac Pro (Early 2009) processors require thermal grease for proper operation. Every time you remove a processor heatsink, you must replace the thermal grease on the processor below it. New grease and alcohol wipes for cleaning off the previous grease are included with replacement heatsinks, processors, and processor boards. Return to top

Next: Service Issues

Service Issues

Diagnostics Restoration Sidesteps Installation Lockout Single-Processor Troubleshooting New Mac Pro RAID Card Two System Management Controllers Minimum Configuration Testing Diagnostic LEDs

Diagnostics Summary: The following diagnostics are required for this product:

Apple Service Diagnostic (ASD), version 3S130 or later Apple Hardware Test, version 3A153 or later

Restoration Sidesteps Installation Lockout Summary: Installation lockout doesn't prevent restoring hard disk images. Symptom: Schools and business customers might install Mac OS X on a supported computer and then restore that image on unsupported computers. Because the installation lockout occurs only during installation, customers may still install incompatible operating systems to hard drives. Solution: Probe to verify whether the customer installed the OS from a disk image or an optical disc. Refer these customers to their departments responsible for installing software. Educate customers who are responsible for their own installations about which OS versions work with certain computers. Refer to the following Apple support article for more information.

HT1159 - "Mac OS X versions (builds) included with Intel-based Macs"

Single-Processor Troubleshooting Summary: When troubleshooting or testing processors in a dual-processor Mac Pro (Early 2009), the CPU A processor socket must have a processor installed or the computer will not boot. Symptom: If you install a single processor in the CPU B processor connector only, the computer will not function. Solution: If you are testing processors, ensure they are used in the CPU A processor socket only. You can still isolate a defective socket this way. Tip: Detailed steps for minimum configuration testing are located in the Mac Pro (Early 2009) Apple Technician Guide.

New Mac Pro RAID Card Summary: An all-new Mac Pro RAID card is now available for the Mac Pro (Early 2009). This card delivers much higher performance, up to 550MB/s, and is much easier to install and configure than previous Apple RAID cards. This card has 512MB cache and 72-hour cache battery backup.

Tip: Install this card into Mac Pro (Early 2009) PCIe slot 4 and it just works. There are no cables to connect. It automatically takes over controlling the drives located in the four internal hard drive bays. The card is easier to install because it has no iPass

cabling; you just plug the card in PCI slot 4 and configure it using RAID Utility. Important: You must install and use the Mac Pro RAID card in PCI slot 4 only. Important: The RAID card is not backwards-compatible; it works only with the Mac Pro (Early 2009). Important: When using SAS drives, the Mac Pro RAID card is required. The Apple Store sells higher-performance Promise SAS drives, which are the only Applequalified SAS drives for the Mac Pro. However, Promise drives are not available as CTO options for Mac Pro (Early 2009) and must be purchased separately. Note: System Profiler does not display the serial number for the Mac Pro RAID card. You can find the serial number by checking the serial number sticker on the back of the card.

Two System Management Controllers Summary: The Mac Pro (Early 2009) has two System Management Controllers (SMCs) instead of just one. SMC functionality is now split between a primary (or master) SMC on the backplane board, and a secondary (or slave) SMC on the processor board. Since SMC firmware is stored on both the backplane and processor boards, it is important that the version of SMC firmware always match on both boards.

Symptom: Service Technicians may encounter this situation if the processor board (which is located on the removable processor tray) is swapped between Mac Pro computers, for example, for troubleshooting purposes. Consider this scenario: Mac Pro (Early 2009) # 1 has one matched version of SMC firmware on its backplane and processor boards, while Mac Pro (Early 2009) # 2 has a different matched version of SMC firmware on its backplane and processor boards. If the processor trays are swapped between Mac Pro # 1 and # 2, the result would be mis-matched SMC versions between backplane and processor boards on both Mac Pro computers. This could result in odd behavior in both units, such as fans running at full speeds, thermal sensor errors, etc. Solution: Service technicians should be aware of the possibility of SMC firmware version mis-matches, and should follow the steps outlined in Apple support article HT1557, About Firmware Updates for Intel-based Macs, to perform EFI and/or SMC firmware updates to ensure both SMC firmware versions match. Information about firmware versions for Intel-based Mac computers can be found in Apple support article HT1237, Mac OS X: Firmware Updates for Intel-based Macs..

Minimum Configuration Testing Summary: The Mac Pro (Early 2009) Apple Technician Guide contains a substantially increased amount of troubleshooting information, including a section on minimum configuration testing, to assist in troubleshooting 'no power' issues. This

section describes a process whereby the computer is taken down to its minimum configuration required to turn on, tested at each step, and individual components reinstalled at each step to isolate the issue to the component causing the issue. Tip: Service technicians should refer to this section of the Mac Pro (Early 2009) Apple Technician Guide whenever troubleshooting 'no power' symptoms with this product.

Diagnostic LEDs Summary:The Mac Pro (Early 2009) contains several diagnostic LEDs to assist service technicians when troubleshooting this product. There are diagnostic LEDs located on the backplane board. There are also diagnostic LEDs located on the processor board, adjacent to the memory slots, to help isolate RAM issues. The quadcore processor board contains four LEDs, one for each DIMM, and the eight-core processor board contains eight LEDs.

Quad-Core Memory Diagnostic LEDs

Backplane Diagnostic LEDs

Eight-Core Memory Diagnostic LEDs

Tip: Service technicians should refer to the Mac Pro (Early 2009) Apple Technician Guide to interpret and utilize these diagnostic LEDs during troubleshooting. These LEDs are used during minimum configuration testing, for example. Tip: If you have startup issues or situations where the computer doesn't recognize all installed RAM, try reseating the RAM as an early troubleshooting step. After reinstalling or replacing RAM DIMMs, use the memory diagnostic LEDs to verify DIMMs are correctly seated. To do this, start up the computer and check the diagnostic memory LEDs. An illuminated, red LED indicates its associated DIMM may be poorly seated or failed. Note that System Profiler does not report unseated or failed memory. You must use the memory diagnostic LEDs to locate DIMM issues.

Return to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

Mac Pro Access and download the Mac Pro service manual. You will need it to answer some of the following questions. 1. Where is the serial number located on the Mac Pro? It is located on on the computers back panel directly below the video ports. 2. What parts require that you order an Enclosure replacement? media shelf, rear panel latch 3. You want to install additional storage hard drives in a Mac Pro. What specifications are required? Type: SATA 3 Gbps Width: 3.9 inches (102 mm) Depth: 5.7 inches (147 mm) Height: 1.0 inch (25 mm) 4. You want to install one 1 GB DIMM in your Mac Pro. Can you do this? No, you can't. Memory upgrades have to be done with matching pairs of DIMMs. 5. Search the Mac Pro service manual for SMC. Review each section where this

appears. 6. Locate the RTC backup battery replacement procedure in the Mac Pro service manual. 7. Does POST take place when you restart a Mac Pro? Yes No 8. Which diagnostic LEDs require using the DIAG_LED button? 1, 6, 7, 8 9. Does diagnostic LED 6 indicate full functionality of a graphics card? Yes No 10. Using the Mac Pro service manual, review the memory section of Troubleshooting General Information. 11. Locate and review the Internal Cabling Matrix. (Located in Troubleshooting General Information.) 12. Does the Mac Pro require thermal calibration? (Check Mac Pro service manual) Yes No 13. Where do you verify trickle power on a Mac Pro? Diagnostic LED 1 indicates the presence of trickle power required by the logic board to begin the startup process. LED 1 should be yellow when the DIAG_ LED button is pressed, indicating that trickle voltage is present. 14. Search for "mac pro" Technical Articles and review the results.

Mac Pro (8x) Access and download the Mac Pro (8x) service manual. You will need it to answer

some of the following questions. 1. You are working on a Mac Pro (8x) and find that the A processor heatsink has a broken thermal sensor cable. This requires a replacement heatsink. Can you leave the computer opened up while you await the part? No, you can't. Leaving the thermal materials exposed to the open air will degrade them. You should never expose this material to the open air beyond 30 minutes. 2. The replacement heatsink for the repair described in question #1 arrives at your facility. You open the package and tear open the sealed plastic wrapped around the heatsink. You see that it is time for lunch. Why is this a problem? Once you open the heatsink package, you are faced with the same 30 minutes time limit for air exposure. 3. A customer brings in a Mac Pro that will not boot. How do you determine if this computer is a Mac Pro (8x)? You examine the configuration label. If it has an EMC number of "2138" and a description containing 3.0_8cx", it is a Mac Pro (8x) computer. 4. You are replacing the logic board on a Mac Pro (8x). You find that there are protective caps on the processor holders. What do you do with those caps? You must put the caps on the processor holders of the bad logic board before sending it back to Apple. Otherwise the returned board may be rejected by Apple.

Mac Pro (Early 2008) Access and download the Mac Pro (Early 2008) service manual. You will need it to answer some of the following questions. 1. What is one easy way to visually identify a Mac Pro (Early 2008) from older Mac Pro models? Mac Pro (Early 2008) has a cross bar on both the top and bottom of the

memory riser card cage; older Mac Pro models do not have this cross bar. 2. You are upgrading memory in a Mac Pro (Early 2008) but you only have a Mac Pro (8x) service manual available. Should you follow the steps in the Mac Pro (8x) service manual to do this? No. Mac Pro (Early 2008) memory is not arranged the same as Mac Pro (8x), and is not upgraded in an identical manner. You should follow the memory upgrade steps specifically written for Mac Pro (Early 2008).

Mac Pro (Early 2009) 1. When installing memory in the Mac Pro (Early 2009), you must remove the _____ first. A. logic board B. power supply C. optical drive D. processor tray 2. Which are features of the RAID card for the Mac Pro (Early 2009)? Select all that apply: A. It has no iPass cabling. B. You must use it in PCI slot 4. C. It is available only as a CTO option. D. It is required if you use a SAS drive. E. It is backward-compatible with the Mac Pro (Early 2008).

Next: This concludes the Mac Pro course.

MacBook Air
Getting Started
Welcome to the MacBook Air course. Reviewing this course will enable you to efficiently troubleshoot and service MacBook Air computers. MacBook Air computers present special challenges for service technicians. We will review how you can best address these challenges. In addition, we will offer guidance on best troubleshooting and repair practices.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

45 minutes

Course Objectives
Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: MacBook Air Overview

MacBook Air Overview

MacBook Air Models Documentation Ports

MacBook Air Models The MacBook Air series was introduced in January of 2008. It provided a very light but powerful portable to the Apple model line. The MacBook Air series consists of the following models:

MacBook Air MacBook Air (Late 2008) MacBook Air (Mid 2009) MacBook Air (MacBook Air (11-inch, Late 2010) MacBook Air (13-inch, Late 2010)

Documentation There are three technician guides for the MacBook Air computers.
Manual/Tech Guide MacBook Air

Models Covered MacBook Air MacBook Air (Late 2008) MacBook Air (Mid 2009) MacBook Air (11-inch Late 2010) MacBook Air (13-inch, Late 2010)

MacBook Air (11-inch Late 2010) MacBook Air (13-inch, Late 2010)

Ports MacBook Air computers have unique collections of I/O ports. These Apple Support articles explain how they differ from other Mac products:

HT2728 - "MacBook Air (Original), MacBook Air (Late 2008), MacBook Air (Mid 2009): External ports" HT4425 - "MacBook Air (11-inch, Late 2010), MacBook Air (13-inch, Late 2010): External ports and connectors" Back to top

Next: Course Exercise

Course Exercise

Open this page separately and keep it open while you review the course.

As you go through the course, answer each of the following exercise questions. 1. Sandra says her MacBook Air (Late 2010) box is missing a USB Ethernet Adapter. What should you tell her? A. No adapter is necessary for this computer B. No adapter is included in the box 2. How does the MacBook Air (Late 2010) trackpad behavior differ from that of the MacBook Air (Original) trackpad? A. It has no differences B. It supports fewer gestures C. It supports more gestures D. It adds some gestures and removes others 3. The MacBook Air (Late 2010) is not compatible with the Apple Remote because: A. MacBook Air (Late 2010) is not equipped with an infrared (IR) port B. MacBook Air (Late 2010) is not equipped with Bluetooth C. Apple Remote devices only work with Mac OS X 10.4 D. MacBook Air is not compatible with Front Row 4. The MacBook Air (Late 2010) does not include a built-in optical drive. Instead of Mac OS X and bundled software installation CDs or DVDs, it ships with: A. Firewire hard drive labeled "Mac OS X Reinstall" B. Firewire hard drive labeled "Software Reinstall Drive" C. USB flash drive labeled "Mac OS X Reinstall" D. USB flash drive labeled "Software Reinstall Drive" 5. To help discover liquid damage to the computer, MacBook Air (Late 2010) includes several spill sensors called: A. Liquid Damage Indicators (LDI) B. Liquid Interference Indicators (LII) C. Liquid Detection Indicator (LDI)

D. Liquid Contact Indicators (LCI) E. Liquid Spill Indicator (LSI) 6. Which System Preferences pane contains the four-finger gesture settings for the MacBook Air (Late 2008-Late 2010)? A. Keyboard & Mouse B. Trackpad C. Gesture D. Touch 7. The _____ screwdriver is used to remove the bottom case screws from the MacBook Air (Late 2010). A. Torx-8 B. Torx-6 C. Security Torx D. Pentalobe E. Hexagon 8. Internal components are interchangeable between the original MacBook Air and MacBook Air (Late 2008). A. True B. False 9. Tessa has a MacBook Air (Mid 2009) with a 128 GB Solid State Drive. She asks why the capacity is about 113 GB. What should you tell Tessa? A. Your hard disk may have directory damage. B. This is a known issue. The drive will need to be replaced. C. This is a symptom of accidental damage and is not covered under warranty. D. This is normal because SSD drives have a lower formatted capacity than traditional drives. 10. The System Management Controller (SMC) controls power functions on the MacBook Air (Late 2010). Reset the SMC by shutting down the computer, connecting the power adapter and on the left side of the built-in keyboard: A. Hold down Shift-Control-Option, then press power key once B. Hold down Shift-Control-S, then press power key once C. Hold down Shift-Control-Command for 10 seconds

D. Hold down Shift-Control-Escape for 10 seconds Apple Support Page Exercise Access the current MacBook Air Support page and answer the following questions: 1. How do you perform a remote install of Mac OS X onto a MacBook Air? 2. Can you share DVD or CD content between a MacBook Air and another Mac?

Back to top

Next: MacBook Air (2008-2009) Overview

MacBook Air (2008-2009) Overview

Comparison Table: MacBook Air (2008-2009)

Comparison Table: MacBook Air (2008-2009)

MacBook Air (Original) Best Marketing Number Processor Type (CPU) Processor Speed Front Bus Speed On-Chip L2 1.6 GHz (optional 1.8 GHz available CTO) 800 MHz Two cores share 1.6 GHz (optional 1.86 GHz available CTO) MB003xx/A MacBook Air (Late 2008) Better MB543xx/A Best MB940xx/A Intel Core 2 Duo MacBook Air (Mid 2009) Better MC233xx/A Best MC234xx/A

Configurations

1.86 GHz

1.86 GHz

2.13 GHz

1066 MHz Two cores share 6 MB.

Cache System Memory Maximum Memory Graphics Controller

4 MB. 2 GB DDR2 soldered on MLB (not upgradeable) 2 GB soldered on MLB (not upgradeable) PC3 8500 DDR3 1066 MHz 2 GB Integrated Intel GMA X3100 (GM965 Express chipset) 144 MB system memory (up to 160 MB as needed)

Integrated NVIDIA GeForce 9400M (MCP79)

Graphics Memory Display Size Native Resolution Display Type

Minimum 256 MB shared with system memory 13.3 inches 1280 x 800 LED Backlight

Hard Drive

80 GB PATA 4200 rpm (optional 64 GB PATA Solidstate Drive available CTO)

120GB Serial ATA 4200 rpm

128GB Solid-state Drive

120GB Serial ATA 4200 rpm

128GB Solid-state Drive

Optical Drive Ethernet Wireless

Optional external USB SuperDrive available CTO None (optional Apple USB Ethernet Adapter CTO) Built-in iSight camera; microDVI output port with support for DVI, VGA, Svideo, and composite video (DVI and VGA adapters included, others Apple USB Ethernet Adapter (included)

Built-in AirPort Extreme Wi-Fi (802.11n); built-in Bluetooth 2.1 + EDR

Video

Built-in iSight camera; Mini DisplayPort output port with support for DVI, VGA, and dual-link DVI (adapters sold separately)

sold separately) USB Ports FireWire Ports Audio (In) Audio (Out) Trackpad Multi-Touch (two-finger gestures) One USB 2.0 port None Built-in omnidirectional microphone, no input/audio line in Built-in monospeaker; audio output /headphone out Multi-Touch (four-finger gestures) Height: 0.16 - 0.76 in. (0.4 - 1.94 cm) Width: x 12.8 in. (32.5 cm) Depth: x 8.94 in. (22.7 cm) 3.0 lbs. (1.36 kg) Aluminum

Size Weight Color (Finish)

Back to top

Next: Troubleshooting Issues

Troubleshooting Issues: MacBook Air (2008-2009)

Troubleshooting Overview Restoration Sidesteps Installation Lockout Migration Issues MacBook Air 45W MagSafe power adapter compatibility MacBook Air (Late 2008) SuperDrive Usage Tips Firmware Password Tips About the battery diagnostic Headphone jack interference Processor throttling Hard Disc Drive and Solid State Drive Capacities

Troubleshooting Overview

The following are service issues that are documented in more depth in the MacBook Air and MacBook Air (Late 2008) service manual and on Apple's MacBook Air (Late 2008) product support page. Please note that the issues for the MacBook Air (Mid 2009) model are the same.

Restoration Sidesteps Installation Lockout Summary: Installation lockout doesn't prevent restoring hard disk images. Symptom: Schools and business customers might install Mac OS X on a supported computer and then restore that image on unsupported computers. Because the installation lockout occurs only during installation, customers may still install incompatible operating systems to hard drives. Solution: Probe to verify whether the customer installed the OS from a disk image or an optical disc. Refer these customers to their departments responsible for installing software. Educate customers who are responsible for their own installations about which OS versions work with certain computers.

Migration Issues Summary: Migration fails or computers do not appear during migration. Symptom: When migrating data over a network, you may not see remote computers, or migration may not complete. Solution: In addition to normal network troubleshooting, make sure that the computers from which you're migrating have at least Mac OS X 10.4.11 or Mac OS X 10.5.5 AND that you have installed the "Migration and CD/DVD Sharing update" or "DVD or CD Sharing Setup" installed. These articles provide more details on migration.

HT2288 - "MacBook Air: How to use Migration Assistant" HT1896 - "MacBook Air: Migration tips and tricks"

MacBook Air 45W MagSafe power adapter compatibility Summary: The MacBook Air 45W MagSafe Power Adapter is specially designed to work with MacBook Air (Original) and MacBook Air (Late 2008). It has a lowprofile, right-angled MagSafe connector to fit in the slim area under the bottom case while the unit is resting on a hard, flat surface. Although a 60W or 85W MagSafe adapter from a MacBook or MacBook Pro can provide adequate power to operate and charge the MacBook Air (Original) and MacBook Air (Late 2008), these adapters are not recommended because the connector does not share the same design to stay seated properly in the MacBook Air (Original) and MacBook Air (Late 2008) MagSafe port. The images below compare these two connectors' shapes.

MacBook 60W and MacBook Air 45W MagSafe MacBook Pro 85W MagSafe Connector Connector

Likewise, dont use the MacBook Air 45W MagSafe Power Adapter to operate or charge existing MacBook and MacBook Pro computers that require the 60W or 85W MagSafe Power Adapter. Although the MacBook Air 45W MagSafe Power Adapter provides adequate power to operate and charge MacBook Air, it does not provide adequate power to operate or charge existing MacBook and MacBook Pro computers that require the 60W or 85W MagSafe Power Adapter. Symptom: MacBook Air (Original) or MacBook Air (Late 2008) users who try to use a 60W or 85W MagSafe power adapter may complain that the connector doesn't fit properly underneath the MacBook Air (Original) or MacBook Air (Late 2008) when sitting on a flat surface. Or MacBook or MacBook Pro users who use a MacBook Air 45W MagSafe power adapter may complain that this adapter doesn't work at all with these computers. Solution: Apple portable users should always use the proper power adapter intended

for use with each product. These articles provide useful information on power adapters.

HT2346 - "Intel-Based Apple Portables: Identifying the right power adapter and power cord--US" TS1713 - "Apple Portables: Troubleshooting MagSafe adapters"

MacBook Air (Late 2008) SuperDrive Usage Tips Summary: The MacBook Air (Late 2008) external SuperDrive must be connected directly to the USB port on MacBook Air (Late 2008). This accessory will not function through a USB hub. Also, this drive must be used in an upright position (aluminum surface facing upwards) only, and may not function properly if placed on its side or upside down.

Symptom: Customers may complain that they cannot use MacBook Air SuperDrive through a USB hub, or they may complain that the drive does not work properly (or at all) while it is placed on its side or upside down. Solution: Be sure to connect MacBook Air external SuperDrive directly to the USB port on MacBook Air (Original) or MacBook Air (Late 2008) and be sure to always operate this drive in an upright position. Review this article for more details:

TS2042 - "Troubleshooting the MacBook Air SuperDrive"

Firmware Password Tips Summary: When the original MacBook Air was introduced in January 2008, there was no practical way (other than replacing the logic board) to the remove firmware password if the firmware password was forgotten. This is because MacBook Air RAM memory is not removable from the logic board, and removing or adding memory is a key step in the procedure to clear the firmware password.

Symptom: Customers may set a firmware password on their MacBook Air (Original) or MacBook Air (Late 2008) and then forget this password. This may prevent anyone from performing any service- and support-related tasks such as booting to an external USB hard drive or optical drive, verbose boot, single-user mode boot, etc. while the firmware password is in place. Solution: For MacBook Air (Late 2008), a procedure has been developed to allow service technicians to reset the password. More information can be found in the Apple support article TS2391 "MacBook Air (Late 2008): Recovering a lost EFI firmware password". The following are the detailed steps for AASP technicians: IMPORTANT: Do not perform Main Logic Board (MLB) replacement for this issue on MacBook Air (Late 2008). Service procedure for resetting the EFI firmware password on MacBook Air (Late 2008) 1. 2. 3. 4. Shut down the MacBook Air and remove the MagSafe adapter, if connected. Carefully unscrew and remove the bottom case. Unplug the main battery. Replace the bottom case temporarily to provide a solid base for the MacBook Air. Note: It is not necessary to screw all of the screws back in yet. 5. Attach a MacBook Air SuperDrive for use as the startup disk and use the DVD media that came with the MacBook Air. 6. Attach the MagSafe adapter to the MacBook Air. 7. Start the MacBook Air, while holding down the Option key to access the Boot Picker. 8. Press and hold the power button to shutdown the MacBook Air. 9. Start the MacBook Air, while holding down the Option key to access the Boot Picker. 10. Boot Picker will now allow a different startup volume to be chosen without the EFI firmware password. Choose the MacBook Air (Late 2008) DVD and continue booting. 11. Reset the EFI password using the password reset application, located on the Utilities menu. 12. Shut down the computer then remove the MagSafe power adapter. 13. Re-assemble the computer with the battery cable re-inserted. Ensure that the bottom case and screws are re-assembled correctly. 14. Start the MacBook Air and set the current date and time using the Date & Time System Preference pane. Note: The loss of connected battery power which occurs in step 3 may cause

the current date and time settings to be lost.

About the battery diagnostic Summary: Service technicians can use the MacBook Air (Late 2008)'s sleep indicator light (SIL) for troubleshooting certain issues. In addition to its other functions, the sleep indicator light provides diagnostic information including battery health. The sleep indicator is located along the front edge on the right side, just left of the IR window. Symptom: MacBook Air (Late 2008)'s sleep indicator light flashes 5 times at power on and the pattern repeats after a brief pause. Important: It is important to note that the "Safe Sleep" function may be unable to recover unsaved data if the MacBook Air (Late 2008)'s power is interrupted while in this state. Solution: If the MacBook Air (Late 2008)'s sleep indicator light flashes 5 times at power on and the pattern repeats after a brief pause, the computer's battery may require service. If the power adaptor is present and connected to a working power source, the MacBook Air (Late 2008) will continue to start up normally; however, the battery should be serviced by Apple (or an AASP) at your earliest convenience. This 5-flash pattern may also occur when waking the computer from sleep if the power adaptor is connected and the battery requires service. This is intended to let you know that the MacBook Air (Late 2008)'s battery requires service but will still accommodate continued operation until it can be serviced by Apple or an AASP. Along with this new diagnostic indicator for the battery, users may also see a new onscreen indicator. There is a new menu bar battery icon that may appear on MacBook Air (Late 2008): a battery with a triangle and exclamation point inside it, as shown below.

This means the battery is not performing to specifications, and may have a fault condition such as low capacity. It will remind the user to have the battery replaced as soon as convenient. You can find more information on the battery diagnostic here.

HT2130 - "MacBook Air: About the battery diagnostic"

Headphone jack interference Summary: Some third-party audio products, such as headphones, may not plug into the MacBook Air (Late 2008) headphone jack because part of the connector does not fit within the port hatch.

Symptom: In some instances, the audio plug may appear to fit, but the audio quality is intermittent or poor when used with MacBook Air (Late 2008). Solution: Use a third-party headphone adapter to extend the audio connection outside of the port hatch. This enables a complete connector seating and electrical connection. Adapters are available at the Apple Store. Review this article for more details.

TS1955 - "MacBook Air: Headphone jack and third-party audio product compatibility"

Processor throttling Summary: As MacBook Air (Late 2008) gets warm, the CPU automatically slows down to compensate for excess heat generated, which may have a significant impact on gaming and other graphics performance, since graphics are integrated.

Symptom: MacBook Air (Late 2008) users may notice this impact on performance when running high-end graphics applications or games, and mistake it for a service issue. Solution: This is not a service issue; it is expected behavior and is part of the thermal management system in MacBook Air (Late 2008). MacBook Air (Late 2008) was not designed as a graphics workstation or high-end gaming computer.

Hard Disc Drive and Solid State Drive Capacities Symptoms: Some MacBook Air computers may show hard disk drive (HDD) and Solid State Drive (SSD) capacity below expected levels. When using the MacBook Air for the first time, customers may see a disk full error message or an HDD/SSD capacity that is lower than normal. Resolution To correct the issue follow the steps below. Warning: Be sure to create an external backup of any data on your hard drive prior to following these instructions. 1. Start up using the MacBook Air Install Discs. 2. Go to Disk Utility and erase the HDD/SSD, in Mac OS Extended (Journaled) format. 3. Once the drive is erased, use the MacBook Air Install Discs to reinstall the Macbook Air software. 4. This solution resolves the issue permanently so there is no need for repair. For more information, consult these articles.

TS2056 - "MacBook Air: How to correct an HDD or SSD that shows lower than expected capacity" TS2419 - "How Mac OS X reports drive capacity" Back to top

Next: Repair Issues

Repair Issues: MacBook Air (2008-2009)

Repair Issues Overview No DIY parts Parts Compatibility CAUTION! Disconnect Internal Main Battery Before Working Inside! Use extreme care when working inside

Repair Issues Overview Here are some cautions to consider before working inside MacBook Air (2008-2009) computers. As a reminder, for more information and additional tips and procedures, please consult technician guides.

No DIY parts Summary: As a reminder, there are NO DIY parts in this product. RAM, HD, and main battery are all internal and not user-replaceable nor upgradeable. Tips:

Technicians must handle the battery with care when replacing it as its enclosure is not designed to withstand being dropped or exposed to air. If Apple Hardware Test or Apple Service Diagnostic memory tests fail, the only solution is to replace the logic board. This is because RAM is not separately replaceable since it's soldered to the logic board. The hard drive is very small (1.8") and has a very fragile cable connected to it.

Parts Compatibility Summary: Some internal components are not interchangeable between the original MacBook Air and MacBook Air (Late 2008). It is important to be aware of this when servicing either model.

Tips: The following parts are not interchangeable with MacBook Air (original):

The hard/solid state drive and its flex cable cannot be interchanged because PATA and SATA have different number of signal lines. The I/O hatch changed from micro-DVI to Mini DisplayPort. The main logic board and its heat sink are arranged differently with connectors in different locations. So, for example, the mass storage device from one model cannot be connected to the logic board of the other model. Although, both MacBook Air audio boards seem to be interchangeable, the signaling from the OS driver is different. The result of mixing the audio boards across models is there is no audio out, even though in System Profiler you can see the board information.

CAUTION! Disconnect Internal Main Battery Before Working Inside!

Summary: Technicians must remember to first disconnect the internal main battery before doing any work inside MacBook Air (Late 2008). Because this battery is internal and connected to the logic board via cable, the battery must be disconnected by its connector before performing any service procedure whatsoever. Failure to do so is likely to result in irreparable damage to expensive components such as the logic board and/or LVDS cable. Tip: Always disconnect the battery as the very next step after bottom case removal.

Use extreme care when working inside Summary: Patience, finesse, and a soft touch are crucial when servicing MacBook Air (Late 2008). Extreme care must be taken when working inside this unit, due to extremely small parts and very fragile components and cables. With the products thin enclosure height, the placement of parts and wiring is more critical than ever before. Tips:

Its always a good idea to keep your work area very clean, and its especially true with this product, to avoid scratches and other cosmetic damage. You will need #000 Philips screwdriver to work inside this unit. Thats a size smaller than what is used in current products. The bottom case screws are inserted at an angle. When reinstalling these screws make sure you have inserted them at that appropriate angle. Before turning the screw into the boss, make sure the threads are properly aligned. Use the screwdriver to seat the screw at the correct angle, and then turn the screw backward (counterclockwise) until you feel the the threads click into place. Otherwise, you can damage the screw boss which is part of the top case.

During assembly and disassembly, note cable routing & reassemble in the same manner (hint: take photos with a digital camera to note cable and component positions). Verify that cables do not route over components when they should route into lower positions or channels. Verify that cables are not strained or applying pressure onto other components. Some internal cables are extremely

fragile and could break easily, especially the microphone cable next to the hard drive frame, the LVDS cable, and the hard drive cable. Because of new, environmentally friendly Halogen-free materials, cables may tend to be stiffer and less pliable and thus require careful handling to avoid damage.

MacBook Air (Late 2008) display clamshell removal / replacement requires the use of a servicing fixture (which is available as a tool in GSX) to properly align the display clamshell's clutches and hinges with the top case. This new fixture is wedge-shaped and can accommodate different-sized notebook displays, although you can still use the existing foam display service fixture that was available for the original MacBook Air if you have one.

Existing Foam Service Fixture for MacBook Air (Original) Display Assembly 922-8538

New Foam Service Fixture for MacBook Air Display Assembly 922-8779

Return to top

Next: MacBook Air (Late 2010) Overview

MacBook Air (Late 2010) Overview

Comparison Table: MacBook Air (2010)

Comparison Table: MacBook Air (Late 2010)

MacBook Air (11-inch, Late 2010) Better Marketing Number Processor Type (CPU) Processor Speed Front Bus Speed On-Chip L2 Cache System Memory Maximum Memory Graphics Controller Graphics Memory Display Size Native Resolution Display Type Storage Optical Drive Ethernet Wireless Video 64GB Flash storage 1.4 GHz 800MHz 3MB Shared MC505LL/A Best MC506LL/A MacBook Air (13-inch, Late 2010) Better MC503LL/A Best MC504LL/A

Configurations

Intel Core 2 Duo 1.86 GHz 1066MHz 6MB Shared

2GB of 1066MHz DDR3 SDRAM onboard 4 GB NVIDIA GeForce 320M graphics processor 256MB of DDR3 SDRAM shared with main memory 11.6 inches 1366 x 768 LED Backlight 128GB Flash storage 128GB Flash storage 256GB Flash storage 13.3 inches 1440 x 900

Optional external USB MacBook Air SuperDrive (sold separately) Apple USB Ethernet Adapter (sold separately) Built-in AirPort Extreme Wi-Fi (802.11n); built-in Bluetooth 2.1 + EDR FaceTime camera; Mini DisplayPort output port with support for DVI, VGA, dual-link DVI, and HDMI (requires adapters, sold separately)

USB Ports FireWire Ports Audio Trackpad Size Weight Color (Finish)

Two USB 2.0 ports (up to 480 Mbps) None

Two USB 2.0 ports (up to 480 Mbps) SD card slot

Stereo speakers, omnidirectional microphone, headphone minijack Multi-Touch trackpad for precise cursor control; supports inertial scrolling, pinch, rotate, swipe, three-finger swipe, four-finger swipe, tap, double-tap, and drag capabilities Height: 0.11-0.68 inch (0.3-1.7 cm) Width: 11.8 inches (29.95 cm) Depth: 7.56 inches (19.2 cm)) 2.3 pounds (1.06 kg) Aluminum Height: 0.11-0.68 inch (0.3-1.7 cm) Width: 12.8 inches (32.5 cm) Depth: 8.94 inches (22.7 cm) 2.9 pounds (1.32 kg)

Back to top

Next: Service Issues

Service Issues: MacBook Air (2010) Models

Service Issues Overview Resetting the System Management Controller Front Row Standby Mode Sleep Status Tips Software Reinstall Drive Liquid Contact Indicators Logic Board Handling Bottom Case Pentalobe Screwdriver Use Extreme Case When Working Inside Display and Camera Connection

Service Issues Overview Here are some cautions to consider before working inside MacBook Air (11 and 13-

inch, Late 2010).

Resetting the System Management Controller The System Management Controller (SMC) controls power functions on the MacBook Air (Late 2010). This includes charging, fans, and other powered features such as items on the USB bus, including the built-in iSight and external USB ports. To reset the System Management Controller (SMC) on the MacBook Air (Late 2010), do the following: 1. If the computer is on, choose Shut Down from the Apple menu to turn it off. 2. Connect the power adapter to the computer and a working power source. 3. On the left side of the computer's built-in keyboard, press Shift-Control-Option and the power button once. Note: It is very important to use the Shift-Control-Option keys on LEFT side of the keyboard. 4. When the LED on the MagSafe connector is orange/amber, and you reset the SMC, the LED changes to green for a few seconds, indicating you correctly reset the SMC. 5. Wait five seconds and press the power button to start the computer.

Front Row The MacBook Air (Late 2010) does not include an infrared (IR) port, and is not compatible with IR-based Apple Remote devices. To enter and exit Front Row, press Command-Esc (Escape) on the keyboard and navigate the menus using the arrow keys, and the Return and Esc keys. You can also use the Remote app on iPad, iPhone, and iPod touch. If a customer reports that the the MacBook Air (Late 2010) becomes unresponsive when he or she uses Front Row, ask the customer to press Command-Option-Esc to force Front Row to quit. If this does not resolve the issue, ask the customer to hold down the power button on the keyboard to force the computer to shut down.

Standby Mode MacBook Air (Late 2010) introduces a sleep state called Standby mode. This state replaces the "safe sleep" state previous portable computers used. If the computer is in a normal CPU sleep state for over one hour, the RAM contents copy to the computer's solid-state drive, and the computer enters an even lower power state. This happens even if the battery has enough charge to normally power the computer. Compared to safe sleep, Standby mode has the following advantages:

The computer can remain in this state for up to 30 days without losing its RAM contents. Exiting Standby mode takes approximately three seconds; exiting safe sleep takes longer. Because exiting Standby mode happens quickly, a progress bar is unnecessary. Standby mode happens after an hour of normal CPU sleep, even if the battery has a substantial charge, which conserves more battery power when you're not using the computer.

Preventing Standby mode Apple designed this sleep state for portable computers that are unplugged or in transit. In the following situations, the computer enters normal CPU sleep, but does not transition to Standby mode:

The computer's lid is open. The computer is connected to AC power using a MagSafe adapter. The computer has USB devices connected. The computer has external displays connected. The computer has a built-in SD card slot, and an SD card is in the slot.

Exiting Standby mode To make the computer exit Standby mode, ensure it has power (such as from a charged battery or a MagSafe AC connection). Then, do one of the following:

Press the power button. Press a key on the keyboard. Press (do not tap) the built-in trackpad. Open the computer's lid.

Because the computer's Bluetooth circuitry is off during Standby mode, pressing a button or key on a paired Bluetooth mouse or keyboard does not wake the computer

from Standby mode. Press a built-in button or key on the computer instead. More information can be found in the Apple Support article: HT4392 - "MacBook Air (Late 2010): About standby mode"

Sleep Status Tips This computer does not have a sleep indicator light. To troubleshoot without one, follow these tips:

Connect a USB device that has a power-on or activity indicator light. As power is restored to the USB bus and the computer wakes from sleep, the indicator light turns on. Press the Caps Lock key cap multiple times to wake the computer from sleep. Open the display and press an alphanumeric key to wake the computer from sleep. A computer that has been asleep for an extended period can consume the remaining charge of the battery. Restore power to the computer with a knowngood power adapter, and check that the MagSafe indicator light shows an inprogress battery charge. The computer boots from a hibernation file and starts from where it left off. Resetting the SMC instantly shuts down some computer side effects: - If the computer is in sleep mode, it will reboot from a hibernation file. - If the computer is booted to Mac OS during SMC reset, data from open applications can be lost. - If the computer is already shut down, there will be no side effects.

Look for the MagSafe indicator light to momentarily transition from off to green as the SMC is reset and reestablishes communication with the power adapter, then change from green to orange if battery needs a charge.

Software Reinstall Drive The MacBook Air (Late 2010) does not include a built-in optical drive. To make it easier to reinstall Mac OS X and other bundled software, the MacBook Air (Late 2010) includes a USB flash drive labeled "Software Reinstall Drive." This drive is included instead of installation CDs or DVDs.

When you insert the flash drive, ensure it aligns with the bottom of the port and the Apple logo is facing up. Do not insert the drive into the SD card slot. The flash drive comes in the product box, and includes all bundled software. To reinstall software that comes with the MacBook Air (Late 2010), insert the Software Reinstall Drive into one of the computer's USB ports and double-click the installer icon you want to use. You can also hold down the "C" key at startup to tell the MacBook Air (Late 2010) to start up from the Software Reinstall Drive. Alternatively, hold down the Option key at startup to select any connected startup volume, including the reinstallation flash drive. The Software Reinstall Drive also includes Apple Hardware Test (AHT) for this Mac model. To use AHT, connect the drive to the computer and hold down the "D" key at startup, just as you do with a CD- or DVD-based installation disc on other Mac computers. Customers might contact Apple, believing that the installation CD or DVD for this computer is missing. Explain the software-installation process, and have the customer look in the product box for the Software Reinstall Drive. The drive is very small approximately 1.5 cm by 1 cmso customers might easily overlook it. Additional Information About the Software Reinstall Drive

The drive is read-only. You cannot use it to store other software or to save Windows support software as part of the Boot Camp installation process. The drive is designed for use only with the MacBook Air (Late 2010). You cannot use the software installers to install Mac OS X, iLife, or iWork on other computers.

Starting a computer other than the MacBook Air (Late 2010) from the drive disables all Mac OS X installer options except for Time Machine Restore, available from the Utilities menu. The version of Apple Hardware Test on this drive is designed only for the MacBook Air (Late 2010).

Liquid Contact Indicators To help discover liquid damage to the computer, MacBook Air (Late 2010) includes several spill sensors called liquid contact indicators (LCI). The sensors are only visible when the bottom case and most of the modules have been removed. Normally represented by small white dots, the LCIs turn red when they have come in contact with liquid, such as an accidental spill. Note: Service technicians should refer to the MacBook Air (Late 2010) Apple Technician Guide, and Apple support article HT3400, "About liquid submersion indicators (LSI) on portable and desktop computers". The illustration below shows the general location of the LCIs in this computer. For LCIs that are not readily visible with the bottom case removed, check the same area under cables or on the other side of modules. Location of Liquid Contact Indicators: MacBook Air (11-inch, Late 2010) LCI Indicators on Top Case:

Location of Liquid Contact Indicators: MacBook Air (13-inch, Late 2010) LCI Indicators on Top Case:

LCI Indicators on Underside of Battery Module:

Logic Board Handling The logic board is one of the most sensitive parts of the computer. Handling this with care is important. Some things you should remember about the logic board:

Never flex the logic board. Handle the logic boards by the edges. Connectors should be disconnected and connected with care; refer the Apple Technician Guide if you are unsure how to disconnect/connect a cable. In order to remove/replace a logic board there are ten (10) cables that must be removed. When replacing the logic board you should follow the screw replacement order in the Apple Technician Guide. When replacing a logic board DO NOT transfer the heat sink. All logic boards will come with a heat sink pre-installed. Use Kapton tape to install the keyboard flex cable. Remove the Kapton tape once the cable has been secured.

Bottom Case The bottom case requires care when you remove or replace. Use a soft cloth to prevent scratching or other cosmetic damage. Some things you should remember about the bottom case:

Use a protective cloth when working on the bottom case to prevent scratching. Replace all screws in the order shown in the Apple Technician Guide. Attach the protective battery cover immediately after removing the bottom cover. (Do this before removing the battery and disconnecting battery cable.)

Pentalobe Screwdriver The pentalobe screwdriver is used to remove the bottom case from the unit. This

screwdriver is required, do not attempt to remove the bottom case with any other tool. Special screws are used to secure the bottom case. Failure to use the Pentalobe screwdriver could result in stripped screws and a damaged unit.

Use Extreme Care When Working Inside Patience, finesse, and a soft touch are crucial when servicing MacBook Air (Late 2010). Extreme care must be taken when working inside this unit, due to extremely small parts and very fragile components and cables. With the products thin enclosure height, the placement of parts and wiring is more critical than ever before. Tips:

Its always a good idea to keep your work area very clean, and its especially true with this product, to avoid scratches and other cosmetic damage. During assembly and disassembly, note cable routing & reassemble in the same manner (hint: take photos with a digital camera to note cable and component positions). Verify that cables do not route over components when they should route into lower positions or channels. Verify that cables are not strained or applying pressure onto other components. Some internal cables are extremely fragile and could break easily. Because of new, environmentally friendly Halogen-free materials, cables may tend to be stiffer and less pliable and thus require careful handling to avoid damage.

Display and Camera Connection Tips for Display Cable

Gently flip metal bale to unlock connector Pull cable, not locking bar Fully install cable; make sure no gold traces are visible Return to top

Next: Exercise Answer Key

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Sandra says her MacBook Air (Late 2010) box is missing a USB Ethernet Adapter. What should you tell her? A. No adapter is necessary for this computer. B. No adapter is included in the box. 2. How does the MacBook Air (Late 2010) trackpad behavior differ from that of the MacBook Air (Original) trackpad? A. It has no differences. B. It supports fewer gestures. C. It supports more gestures. D. It adds some gestures and removes others. 3. The MacBook Air (Late 2010) is not compatible with the Apple Remote because: A. MacBook Air (Late 2010) is not equipped with an infrared (IR) port B. MacBook Air (Late 2010) is not equipped with Bluetooth C. Apple Remote devices only work with Mac OS X 10.4 D. MacBook Air is not compatible with Front Row 4. The MacBook Air (Late 2010) does not include a built-in optical drive. Instead of Mac OS X and bundled software installation CDs or DVDs, it ships with: A. Firewire hard drive labeled "Mac OS X Reinstall" B. Firewire hard drive labeled "Software Reinstall Drive" C. USB flash drive labeled "Mac OS X Reinstall" D. USB flash drive labeled "Software Reinstall Drive" 5. To help discover liquid damage to the computer, MacBook Air (Late 2010) includes several spill sensors called: A. Liquid Damage Indicators (LDI)

B. Liquid Interference Indicators (LII) C. Liquid Detection Indicator (LDI) D. Liquid Contact Indicators (LCI) E. Liquid Spill Indicator (LSI) 6. Which System Preferences pane contains the four-finger gesture settings for the MacBook Air (Late 2008-Late 2010)? A. Keyboard & Mouse B. Trackpad C. Gesture D. Touch 7. The _____ screwdriver is used to remove the bottom case screws from the MacBook Air (Late 2010). A. Torx-8 B. Torx-6 C. Security Torx D. Pentalobe E. Hexagon 8. Internal components are interchangeable between the original MacBook Air and MacBook Air (Late 2008). A. True B. False 9. Tessa has a MacBook Air (Mid 2009) with a 128 GB Solid State Drive. She asks why the capacity is about 113 GB. What should you tell Tessa? A. Your hard disk may have directory damage. B. This is a known issue. The drive will need to be replaced. C. This is a symptom of accidental damage and is not covered under warranty. D. This is normal because SSD drives have a lower formatted capacity than traditional drives. 10. The System Management Controller (SMC) controls power functions on the MacBook Air (Late 2010). Reset the SMC by shutting down the computer, connecting the power adapter and on the left side of the built-in keyboard: A. Hold down Shift-Control-Option, then press power key once

B. Hold down Shift-Control-S, then press power key once C. Hold down Shift-Control-Command for 10 seconds D. Hold down Shift-Control-Escape for 10 seconds Apple Support Page Exercise Access the current MacBook Air Support page and answer the following questions: 1. How do you perform a remote install of Mac OS X onto a MacBook Air? 1. Insert the Mac OS X or Mac OS X Server Install Disc into the optical disc drive of the other computer. 2. If the other computer is a Mac, open /Applications/Utilities/Remote Install Mac OS X. On Windows, choose "Remote Install Mac OS X" from the Install Assistant. 3. Read the introduction and click Continue. 4. Choose the install disc you want to use, and click Continue. 5. Choose a network connection: AirPort, if you are using an AirPort network, or Ethernet, if the other computer is on an Ethernet network and you have an optional Apple USB Ethernet Adapter connecting your MacBook Air to the same network. Click Continue. 6. Restart your MacBook Air and hold down the Option key as it starts up, until you see a list of available startup disks. 7. Click Continue in Remote Install Mac OS X. 8. If you chose AirPort as your network in step 5, on your MacBook Air choose your AirPort network from the pop-up list. If the network is secure, you are prompted for a password. You can enter a private network name by choosing the ellipsis (...) and typing the name. 9. If you chose AirPort as your network in step 5, when you see the AirPort status icon indicating signal strength, click Continue in Remote Install Mac OS X. 2. Can you share DVD or CD content between a MacBook Air and another Mac?

Yes. You can do so by using Remote Disc. Return to top

This concludes the MacBook Air course.

MacBook Pro
Getting Started
Welcome to the MacBook Pro course. Reviewing this course will enable you to efficiently troubleshoot and service MacBook Pro computers. MacBook Pro computers present special challenges for service technicians. We will review how you can best address these challenges. In addition, we will offer guidance on best troubleshooting and repair practices.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

45 minutes

Course Objectives
Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: MacBook Pro Overview

MacBook Pro Overview

MacBook Models Documentation

MacBook Pro Models The MacBook Pro series was introduced in January of 2006. It brought Intel-based processors to Apple's professional portable line. The MacBook Pro series consists of the following models:

MacBook Pro

MacBook Pro (15-inch Core 2 Duo) MacBook Pro (15-inch 2.4/2.2GHz) MacBook Pro (17-inch) MacBook Pro (17-inch Core 2 Duo) MacBook Pro (17-inch 2.4GHz) MacBook Pro (15-inch Late 2007) MacBook Pro (17-inch Late 2007) MacBook Pro (15-inch Early 2008) MacBook Pro (17-inch Early 2008) MacBook Pro (15-inch Glossy) MacBook Pro (17-inch Late 2008) MacBook Pro (15-inch Late 2008) MacBook Pro (17-inch Early 2009) MacBook Pro (13-inch Mid 2009) MacBook Pro (15-inch Mid 2009) MacBook Pro (15-inch Mid 2009, 2.53 GHz) MacBook Pro (17-inch Mid 2009) MacBook Pro (17-inch Mid 2010) MacBook Pro (15-inch Mid 2010) MacBook Pro (13-inch Mid 2010)

Documentation Here are the MacBook Pro service manuals and technician guides.
Manual/Tech Guide MacBook Pro

Models Covered MacBook Pro MacBook Pro (17-inch) MacBook Pro (17-inch Core 2 Duo) MacBook Pro (17-inch 2.4GHz) MacBook Pro (17-inch Late 2007 CTO) MacBook Pro (17-inch Early 2008) MacBook Pro (17-inch Late 2008) MacBook Pro (15-inch Core 2 Duo) MacBook Pro (15-inch 2.4/2.2GHz)

MacBook Pro (17-inch)

MacBook Pro (15-inch Core 2 Duo) MacBook Pro (15-inch 2.4/2.2GHz)

MacBook Pro (15-inch Early 2008) MacBook Pro (15-inch Late 2008) MacBook Pro (17-inch Early 2009) MacBook Pro (13-inch Mid 2009) MacBook Pro (15-inch Mid 2009) MacBook Pro (15-inch, 2.53 GHz, Mid 2009) MacBook Pro (17-inch Mid 2009) MacBook Pro (17-inch Mid 2010) MacBook Pro (15-inch Mid 2010) MacBook Pro (13-inch Mid 2010)

MacBook Pro (15-inch Early 2008) MacBook Pro (15-inch Late 2008) MacBook Pro (17-inch Early 2009) MacBook Pro (17-inch Mid 2009) MacBook Pro (13-inch Mid 2009) MacBook Pro (15-inch Mid 2009) MacBook Pro (15-inch, 2.53 GHz, Mid 2009) MacBook Pro (17-inch Mid 2009) MacBook Pro (17-inch Mid 2010) MacBook Pro (15-inch Mid 2010) MacBook Pro (13-inch Mid 2010)

Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

1. What is the maximum amount of memory you can install in a MacBook Pro (Core 2 Duo)? A. 1 GB

B. 1.5 GB C. 2 GB D. 2.5 GB E. 3 GB 2. Where is the MacBook Pro (17-inch) serial number located? A. The top of the battery bay B. The bottom of the battery bay C. On the bottom of the main battery D. Underneath the illuminated keyboard 3. What type of battery is used in the MacBook Pro (17-inch)? A. Lead acid B. Lithium ion C. Di-lithium ion D. Lithium polymer 4. A customer complains that her MacBook Pro will not start up unless it is plugged in. What is the first question you should ask her?

5. A customer complains that their MacBook Pro is running too hot. What should you first ask this person?

6. Using the MacBook Pro service manual, locate the position of the power button pads on the logic board. 7. A customer states that the display hinge on his MacBook Pro (17-inch) will not stay open when the display is partially raised. How do you respond?

8. What are the recommended tools for cleaning a MagSafe connector?

9. What is the first step you should perform before doing any work inside the

MacBook Pro (13-inch, Mid 2009)? A. Remove the top case B. Remove the main battery C. Disconnect the main battery D. Remove any installed memory E. Remove the internal hard drive 10. In the MacBook (13-inch Mid 2009), which of the following can be used in the SD card slot with the proper adapter? Select all that apply: A. miniSD B. microSD C. XD Card D. Memory Stick E. CompactFlash Card 11. The service fixture is required when removing the _____ in the MacBook Pro (15-inch, Mid 2009). Select all that apply: A. Heat sink B. Hard drive C. Logic board D. Left fan E. Optical drive Next: Significant Features

Significant Features

MagSafe Connectors Target Disk Mode and MacBook Pros Battery End of Life Processor Soldered to Logic Board Resources

MagSafe Connectors The MacBook Pro 85-Watt power adapter with MagSafe connector uses a magnetic

connection instead of a physical plug. This means that tripping over a power cord won't send your MacBook Pro flying off the table or desk; the cord simply breaks cleanly away, without damage to either the cord or the computer. There are a number of service issues for such connectors. Your best resource for learning about these issues is support article TS1713 "Apple Portables: Troubleshooting MagSafe adapters". Review this article before continuing.

MacBook Pro in Target Disk Mode If you attempt to mount an Intel-based MacBook Pro in Target Disk Mode on a Mac running Mac OS X 10.3.9 or earlier, you'll see an alert message that says "You have inserted a disk containing no volumes that Mac OS X can read." The computer you are mounting to must be running Mac OS X 10.4 or later for Target Disk Mode to work.

Battery End of Life When a lithium polymer battery reaches its end of life, the battery simply ceases function. There is no downward ramp in performance. This means that any battery issue should prompt questions as to how long the battery has been used. More information about this topic is found at Battery Replacement.

Processor Soldered to Logic Board The processors in the MacBook Pro series are soldered to the logic board and are considered part of the main logic board assembly for troubleshooting and servicing purposes.

Resources

Please access and review the following articles.

Apple Notebooks HT1490 - "Apple Portables: Calibrating your computer's battery for best performance" HT1446 - "Apple Portables: Tips for maximizing your battery charge" Back to top

Next: Product Differences

Product Differences

Differences Overview

Differences Overview

Here you see how MacBook Pro computers differ in I/O ports, power adapter, and card slot.
Model MacBook Pro MacBook Pro (17-Inch) FireWire FireWire USB 2.0 400 800 Ports 1 1 0 1 1 1 1 1 2 3 2 2 2 3 Power Adapter 85W Magsafe 85W Magsafe 85W Magsafe 85W Magsafe 85W Magsafe 85W Magsafe Card Slot ExpressCard/34 ExpressCard/34 ExpressCard/34 ExpressCard/34 ExpressCard/34 ExpressCard/34

MacBook Pro (15-inch Core 2 1 Duo) MacBook Pro (15-inch 2.4/2.2GHz) Macbook Pro (15-inch Early 2008) Macbook Pro (17-inch Early 2008) 1 1 1

Macbook Pro (15-inch Late 2008) Macbook Pro (17-inch Late 2008) Macbook Pro (15-inch Mid 2009) Macbook Pro (13-inch Mid 2009) MacBook Pro (15-inch Mid 2009) MacBook Pro (15-inch Mid 2009 2.53 Ghz) MacBook Pro (17-inch Mid 2009) MacBook Pro (17-inch Mid 2010) MacBook Pro (15-inch Mid 2010) MacBook Pro (13-inch Mid 2010)

0 1 0 0 0 0 0 0 0 0

1 1 1 1 1 1 1 1 1 1

2 3 2 2 2 2 3 3 2 2

85W Magsafe 85W Magsafe 60W Magsafe 60W Magsafe 85W Magsafe 60W Magsafe 85W Magsafe 85W Magsafe 85W Magsafe 60W Magsafe

ExpressCard/34 ExpressCard/34 Secure Digital (SD) Secure Digital (SD) Secure Digital (SD) Secure Digital (SD) ExpressCard/34 ExpressCard/34 Secure Digital (SD) Secure Digital (SD)

Here are the differences in hard drive capacity, CPU, video, and display.
Model MacBook Pro 100GB@7200rpm MacBook Pro (17-Inch) MacBook Pro (15-inch Core 2 Duo) MacBook Pro (15-inch 2.4/2.2GHz) 120GB 5400-rpm or 100GB 7200-rpm 120 or 160GB 5400-rpm or 200GB 4200-rpm 200GB (4200-rpm) 120, 160, or 250GB (5400-rpm) 160 or 200GB (7200-rpm) Hard Drive 80GB, 100GB, CPU Intel Core Duo Intel Core Duo Intel Core 2 Duo Intel Core 2 Duo Intel Core 2 Video ATI Mobility Radeon X1600 ATI Mobility Radeon X1600 ATI Mobility Radeon X1600 Display Matte TFT Matte or Glossy TFT Matte or Glossy TFT

LED backlit NVIDIA GeForce TFT, Optional 8600M GT Glossy NVIDIA GeForce LED backlit 8600M GT TFT, Optional

Macbook Pro (15- 200 or 250GB (5400-rpm), inch Early 2008) 200GB (7200-rpm)

Duo 250GB (5400-rpm), 200GB Macbook Pro (17(7200-rpm), or 300GB (4200inch Early 2008) rpm) 250 or 320GB (5400-rpm Macbook Pro (15- SATA), 250 or 320GB (7200inch Late 2008) rpm SATA), or 128 or 256GB (SSD) Macbook Pro (17- 320GB (5400- or 7200-rpm inch Late 2008) SATA) or 128GB (SSD) 250, 320, or 500GB (5400-rpm Macbook Pro (15- SATA), 320 or 500GB (7200inch Mid 2009) rpm SATA), or 128 or 256GB (SSD) 160, 250, 320, or 500GB (5400Macbook Pro (13rpm SATA) or 128 or 256GB inch Mid 2009) (SSD) MacBook Pro (15-inch Mid 2009) MacBook Pro (15-inch Mid 2009 2.53 Ghz) MacBook Pro (17-inch Mid 2009) MacBook Pro (17-inch Mid 2010) MacBook Pro (15-inch Mid 2010) MacBook Pro (13-inch Mid 2010) Intel Core 2 Duo Intel Core 2 Duo Intel Core 2 Duo Intel Core 2 Duo Intel Core 2 Duo

Glossy LED backlit NVIDIA GeForce TFT, Optional 8600M GT Glossy NVIDIA GeForce LED backlit 9600M GT and Glossy GeForce 9400M LED backlit NVIDIA GeForce Glossy. 8600M GT Optional antiglare LED backlit NVIDIA GeForce Glossy. 9400M Optional antiglare NVIDIA GeForce LED backlit 9400M Glossy NVIDIA GeForce 9600M LED backlit NVIDIA GeForce Glossy 9400M NVIDIA GeForce LED backlit 9400M Glossy NVIDIA GeForce LED backlit 9600M Glossy Intel HD Graphics5; LED backlit NVIDIA GeForce Glossy GT 330M Intel HD Graphics5; LED backlit NVIDIA GeForce Glossy GT 330M NVIDIA GeForce LED backlit 320M Glossy

Intel 320GB Serial ATA; 5400 rpm or Core 2 500GB Serial ATA; 5400 rpm Duo 250GB Serial ATA; 5400 rpm Intel Core 2 Duo Intel Core 2 Duo Intel Core i5

500GB Serial ATA; 5400 rpm

500GB Serial ATA; 5400 rpm

Intel 320GB Serial ATA; 5400 rpm or Core i5 500GB Serial ATA; 5400 rpm or Intel Core i7 Intel 250GB Serial ATA; 5400 rpm or Core 2 320GB Serial ATA; 5400 rpm Duo

Next: Troubleshooting Issues

Troubleshooting Issues

Troubleshooting Issues

Troubleshooting Issues

Processor is soldered to the logic board. It is not upgradeable. Keeping the MagSafe connectors clean is very important. Also, be sure to inspect for bent pins. If a MacBook Pro is started into Target Disk Mode, it will only show up on the Desktop of a Mac computer running Mac OS X 10.4 or later. If you are formatting a MacBook Pro drive via Target Disk Mode use an Intel-based Mac to do the formatting. Only 34mm wide ExpressCard modules are compatible with the MacBook Pro models that accept ExpressCards. Lithium Polymer Batteries - Will go completely dead when they reach end of life. RAM needs to be fully seated for correct performance. No video is a symptom of incompletely seated RAM. The service manual has details of how you can fully seat RAM. For MacBook Pro (15-inch and 17-inch Early 2008) models - Unlike versions of ASD previously available for earlier MacBook Pro models, these models use ASD version 3S121 or later, which requires installation onto an

external USB hard drive. Back to top

Next: Tools

Tools

Issues with Tools Required Tools

Issues with Tools Using Correct Tools MacBook Pro computers contain small parts that are held together with a wide variety of small screws and bolts. One of the most common mistakes in working with MacBook Pro computers is to use the wrong size or type of tool to repair the unit. All too often, the wrong tool means that screws are worn or screw attachment points are stripped. Apple service manuals contain procedures that describe the tools needed to replace parts and perform the repair. These procedures work as long as you use the recommended tools as a part of the recommended procedure. NOTE: Special tools are required for removing the battery from the MacBook (13inch Mid 2009) and the MacBook (15-inch Mid 2009). In addition, a logic board fixture is required for working with the logic board in the MacBook Pro (15-inch Mid 2009). Details on these tools are located in the Repair Issues section of this course. Keeping Track of Parts

One of the recommended tools for any repair is a tray with numerous compartments. If you do not use some means of keeping track of the screws and other small parts that you remove from a MacBook, you will have a very difficult time reassembling the computer. A partitioned tray along with the Screw Matrix in the Service Manual will save you a great deal of time and ensure that a completed repair has not added problems to the computer. Issues with Metal tools Be very careful whenever using metal tools anywhere around a MacBook Pro. It's very easy to scratch outer surfaces with metal tools. Remember to only use plastic pry tools to carefully unlatch cable connectors and release catches on plastic case parts. Apple recommends the Nylon Probe Tool. This is a black plastic pry tool that should not damage plastics or scratch metals if used carefully. More details on tools for computer repair are found in the Hardware Tools course.

Required Tools You need the following tools to work on MacBook Pro computers.

Clean non-marring work surface ESD wrist strap and mat Multi-compartment screw tray (such as a plastic ice cube tray) #0 Phillips screwdriver (magnetized) #1 Phillips screwdriver (magnetized) Torx T6 screwdriver (magnetized) 4 mm socket wrench Black stick (nylon probe 922-5065) or other non-conductive nylon or plastic flat-blade tool Razor knife Needle-point metal probe Needlenose pliers Tweezers Kapton tape (922-1731) (0.5-inch x 12-yard roll) Thermal grease (922-7144)

Gasket kit (varies with model) Alcohol pads Fine-point felt-tip permanent marker Putty knife tool (922-6761) Apple Pro keyboard and mouse (for troubleshooting)

Next: Repair Issues

Take Apart Issues

Take Apart Issues MacBook Pro (15-inch Mid 2009) Issues MacBook Pro (13-inch Mid 2009) Issues

Take Apart Issues The following tips are taken from the MacBook Pro service manuals and other sources. If you have any questions regarding any of these tips, consult the manual before proceeding with a repair.

Serial number and Ethernet ID are located in the battery bay Never double up layers of Kapton tape. Clear off old tape before applying new tape. Doubling up layers can lead to clearance issues when you reassemble the system. When removing memory from a MacBook Pro, you must remove memory from the top slot before removing memory from the bottom slot. When removing top case, be careful not to break the keyboard flex cable when lifting the top case. When replacing top case, do NOT attempt to put screws into the DVI port screw holes. This is a common mistake and can damage the case.

When replacing keyboards, please note that the keyboard flex cables are quite delicate. Antenna cables for AirPort Extreme Card are color coded to avoid incorrectly connected antennas. When replacing thermal sensors be sure to put the sensor back in the same exact place you took it from. Marking the location before removal with a marker is helpful. Removing tape from Hard Drive must be done carefully because a torn drive label voids the hard drive warranty. The rubber grommets and screws on a defective hard drive must be transferred to the replacement hard drive. Optical drives in the MacBook Pro models are quite delicate. Refer to the service manual for handling instructions. JST Connectors were introduced with the MacBook Pro (2.4/2.2 GHz) models. You should use a narrow probe to open these connectors. Review the service manual procedures before attempting to take apart these systems for the first time. When replacing the Logic Board, tape the Thermal Sensor Cable to Display Assembly to avoid trapping it. Do not flex the logic board at any time. This can crack solder joints particularly at the narrow neck of the fan cutout. Do not hold the Logic Board horizontally when replacing it. Holding it horizontally can crack the solder joints. You must clean off thermal grease from the heatsink when replacing the Logic Board. Each application of thermal grease to a heatsink contact point uses one-third of a syringe-full. Mark off thirds on thermal grease syringe before applying the grease. When replacing the Logic Board, follow the sequencing of screw replacement described in the service manual.

On the MacBook Pro (15-inch 2.4/2.2 GHz) models The Left I/O Board is new and has EMI mylar film on the bottom. Do NOT remove the film. When replacing the Display Assembly, verify AirPort Extreme, camera, trackpad, keyboard, and keyboard backlight cables are connected. It is easy to forget one of these connectors when replacing the MLB. Be careful not to allow screws and small metal parts near the MagSafe Connector. Keep cards with magnetic stripes clear of the MagSafe Connector. Otherwise there is risk of data corruption on the card. The MacBook Pro (Early 2008) keyboard is not interchangeable with any previous models, including the original MacBook Pro, Core 2 Duo and 2.4/2.2GHz. If replacing the keyboard, verify that the correct replacement keyboard and/or top case is ordered.

MacBook Pro (15-inch Mid 2009) Issues Internal Battery Summary: MacBook Pro (15-inch, Mid 2009) contains an internal-only battery that is serviceable by Apple-authorized service providers only. Tamper-proof screws are employed to prevent customers from attempting to remove it. The battery must be disconnected when performing any internal service on this product, to avoid damage to the battery and/or the internal components. Battery removal is only required when replacing the following components:

battery trackpad left speaker microphone MagSafe board center bracket logic board top case

In most other repairs, the battery cable must be disconnected, but the battery and its screws remain in place.

Note: Unlike previous MacBook Pro models, there is no access door on the bottom of this model. Rather, the entire bottom case is removed to gain access to the battery and other internal components. WARNING: Because the battery is internal and connected to the logic board by a cable, it MUST BE DISCONNECTED before performing service procedures. If you fail to do so, live current from the battery will short circuit the components and render the logic board and/or LVDS cable unusable. Tip: Every time you remove the bottom case, disconnect the battery cable from the logic board before doing anything else inside.

Disconnecting MacBook Pro (15-inch, Mid 2009) Battery

WARNING: Underside of battery has a nonconductive cover. Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture or press on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. If setting battery aside, make sure surface is clean and free of dust, dirt, screws, etc.

Battery Removal Tool Tip: To remove the security screws holding the battery in place, you will need a special tool, the Torx Plus Tamper 6 screwdriver, Apple part number 922-9101, available through GSX.

Torx Plus Tamper 6 Screwdriver 922-9101 and Screw Head (enlarged)

Location of Battery Screws

Service Fixture Summary: Use the service fixture (922-9102) to provide support to the logic board whenever removing and replacing the left fan and heat sink in MacBook Pro (15-inch, Mid 2009). Failure to use the service fixture will flex the logic board and strain components on it, which could damage the logic board.

Note: The fixture is not used with the MacBook Pro (15-inch, 2.53 GHz, Mid 2009). The logic board on that product is a different shape and doesn't require the fixture. Tip: The fixture is two-sided; one side is for fan removal and installation and the other side is for heat sink removal and installation. The graphics below demonstrate the logic board positioned on each side of the fixture.

MacBook Pro (15-inch, Mid 2009) Service Fixture 922-9102 Fan Installation and Removal Side Heat Sink Installation and Removal Side

Trackpad Replacement Procedure Summary: The MacBook Pro (15-inch, Mid 2009) Apple Technician Guide contains new, detailed replacement instructions for the built-in trackpad.

Tip:Technicians should refer to the information located in the MacBook Pro (15-inch, Mid 2009) Apple Technician Guide to properly remove and replace the trackpad.

Internal Cables and Connectors Summary: MacBook Pro (15-inch, Mid 2009) contains several internal cable and connector types. The Apple Technician Guide has been updated to provide more information about the types and handling requirements of the internal cables and connectors you will encounter during disassembly of this product. Here are some examples of the various connector types:

Low-Profile Solid Platform Flex (Optical Drive Flex Cable)

Vertical Insertion (JST) (Fan Cables)

Locking Lever (Keyboard Flex Cable)

Thin, Multi-Pin Horizontal Insert (LVDS, Camera Cable)

Tip: Technicians should always use the information located in the MacBook Pro (15inch, Mid 2009) Apple Technician Guide to properly handle all cables and connectors

during disassembly, and to ensure that all internal cables are securely seated and properly connected during reassembly. Hard Drive Flex Cable Caution Summary: The MacBook Pro (15-inch, Mid 2009) and MacBook Pro (15-inch, 2.53 GHz, Mid 2009) hard drive and IR/sleep flex cable is fastened to the internal frame with two screws. Technicians should be very careful when connecting or disconnecting a hard drive and this cable, to avoid tearing this flex cable at the point where it is fastened to the internal frame.

Tip:Technicians should refer to the information located in the MacBook Pro (15-inch, Mid 2009) Apple Technician Guide for more information about this procedure.

MacBook Pro (13-inch Mid 2009) Issues Main Battery Removal and Replacement Summary: MacBook Pro (13-inch, Mid 2009) contains an internal-only battery that is serviceable by Apple-authorized service providers only. Tamper-proof screws are employed to prevent customers from attempting to remove it. The battery must be disconnected when performing any internal service on this product, to avoid damage to the battery and/or the internal components. Battery removal is only required when replacing the following components:

battery battery indicator light trackpad

top case

In most other repairs, the battery cable must be disconnected, but the battery and its screws remain in place. Note: Unlike previous MacBook models, there is no access door on the bottom of this model. Rather, the entire bottom case is removed to gain access to the battery and other internal components. WARNING: Because the battery is internal and connected to the logic board by a cable, it MUST BE DISCONNECTED before performing service procedures. If you fail to do so, live current from the battery will short circuit the components and render the logic board and/or LVDS cable unusable. Tip: Every time you remove the bottom case, disconnect the battery cable from the logic board before doing anything else inside.

Disconnecting MacBook Pro (13-inch, Mid 2009) Battery

WARNING: Underside of battery has a nonconductive cover. Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture or press on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. If setting battery aside, make sure surface is clean and free of dust, dirt, screws, etc.

Battery Removal Tool Tip: To remove the security screws holding the battery in place, you will need a special tool, a tri-lobe #0 screwdriver, Apple part number 922-8991, available through GSX.

Tri-lobe #0 Screwdriver 922-8991 and Screw Head (enlarged)

Location of Battery Screws

Trackpad Replacement Procedure Summary: The MacBook Pro (13-inch, Mid 2009) Apple Technician Guide contains new, detailed replacement instructions for the built-in trackpad.

Tip:Technicians should refer to the information located in the MacBook Pro (13-inch, Mid 2009) Apple Technician Guide to properly remove and replace the trackpad. Internal Cables and Connectors Summary: MacBook Pro (13-inch, Mid 2009) contains several internal cable and connector types. The Apple Technician Guide has been updated to provide more information about the types and handling requirements of the internal cables and connectors you will encounter during disassembly of this product. Here are some examples of the various connector types:

Low-Profile Solid Platform Flex (Optical Drive Flex Cable)

Vertical Insertion (JST) (Fan Cables)

Locking Lever (Keyboard Flex Cable)

Thin, Multi-Pin Horizontal Insert (LVDS, Camera Cable)

Tip: Technicians should always use the information located in the MacBook Pro (13inch, Mid 2009) Apple Technician Guide to properly handle all cables and connectors during disassembly, and to ensure that all internal cables are securely seated and properly connected during reassembly. Hard Drive Flex Cable Caution Summary: The MacBook Pro (13-inch, Mid 2009) hard drive and IR/sleep flex cable is fastened to the internal frame with two screws. Technicians should be very careful when connecting or disconnecting a hard drive and this cable, to avoid tearing this flex cable at the point where it is fastened to the internal frame.

Tip:Technicians should refer to the information located in the MacBook Pro (13-inch, Mid 2009) Apple Technician Guide for more information about this procedure. Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. What is the maximum amount of memory you can install in a MacBook Pro (Core 2 Duo)? A. 1 GB B. 1.5 GB C. 2 GB D. 2.5 GB E. 3 GB 2. Where is the MacBook Pro (17-inch) serial number located? A. The top of the battery bay B. The bottom of the battery bay

C. On the bottom of the main battery D. Underneath the illuminated keyboard 3. What type of battery is used in the MacBook Pro (17-inch)? A. Lead acid B. Lithium ion C. Di-lithium ion D. Lithium polymer 4. A customer complains that her MacBook Pro will not start up unless it is plugged in. What is the first question you should ask her? You should ask how long the customer has had the system. The batteries will simply stop working when they have reached end of life. 5. A customer complains that their MacBook Pro is running too hot. What should you first ask this person? You should ask if the system is being used on a hard flat surface. 6. Using the MacBook Pro service manual, locate the position of the power button pads on the logic board. 7. A customer states that the display hinge on his MacBook Pro (17-inch) will not stay open when the display is partially raised. How do you respond? You inform the customer that this is normal for the 17-inch model. 8. What are the recommended tools for cleaning a MagSafe connector? Cotton swabs or a soft-bristle toothbrush. 9. What is the first step you should perform before doing any work inside the MacBook Pro (13-inch, Mid 2009)? A. Remove the top case B. Remove the main battery C. Disconnect the main battery D. Remove any installed memory E. Remove the internal hard drive

10. In the MacBook (13-inch Mid 2009), which of the following can be used in the SD card slot with the proper adapter? Select all that apply: A. miniSD B. microSD C. XD Card D. Memory Stick E. CompactFlash Card 11. The service fixture is required when removing the _____ in the MacBook Pro (15-inch, Mid 2009). Select all that apply: A. Heat sink B. Hard drive C. Logic board D. Left fan E. Optical drive

Next: This concludes the MacBook Pro course.

MacBook
Getting Started
Welcome to the MacBook course. Reviewing this course will enable you to efficiently troubleshoot and service this latest Mac consumer portable offering.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays Wireless Networking

Time Required

90 minutes

Course Objectives
Applicable to all models covered in this course:

Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Using Apple technical documentation as a reference, remove and then replace a specified component of a given supported product in the time allocated for that repair procedure. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify specialized tools/fixtures or procedures required to service that product in 2 minutes. Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed correctly in 5 minutes. Reseat identified connectors to resolve a hardware issue on a given device before replacing any service parts on that device in 10 minutes. Return to top

Next: MacBook Overview

MacBook Overview

MacBook Models Documentation MacBook Ports

MacBook Models The MacBook series was introduced in May of 2006. It brought Intel-based processors to Apple's consumer portable line. The MacBook series consists of the following models:

MacBook (13-inch)

MacBook (13-inch Late 2006) MacBook (13-inch Mid 2007) MacBook (13-inch Late 2007) MacBook (13-inch Early 2008) MacBook (13-inch Late 2008) MacBook (13-inch Aluminum Late 2008) MacBook (13-inch Early 2009) MacBook (13-inch Mid 2009) MacBook (13-inch Late 2009) MacBook (13-inch Mid 2010)

Documentation Here are the Service Manuals and Tech Guides for these products.
Manual/TechGuide MacBook (13-inch)

Models Covered MacBook (13-inch) MacBook (13-inch Late 2006) MacBook (13-inch Mid 2007) MacBook (13-inch Late 2007) MacBook (13-inch Early 2008) MacBook (13-inch Late 2008) MacBook (13-inch Aluminum Late 2008) MacBook (13-inch, Early 2009) MacBook (13-inch Mid 2009) MacBook (13-inch Late 2009) MacBook (13-inch Mid 2010)

MacBook (13-inch Late 2007)

MacBook (13-inch Aluminum Late 2008) MacBook (13-inch Early 2009)

MacBook (13-inch Late 2009)

MacBook Ports MacBook computers have differing collections of I/O ports. These articles can assist you in understanding the ports and connectors on each MacBook model.

HT1562, "MacBook (White or Black): External ports and connectors" HT3388, "MacBook (13-inch, Aluminum, Late 2008): External ports and connectors" HT3921, "MacBook (13-inch, Late 2009): External ports and connectors" HT4167, "MacBook (13-inch, Mid 2010): External ports and connectors" Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

1. Access the MacBook service manual and review the Additional Procedures in the Take Apart section. Note the new procedures for replacing key caps. 2. Also review the What's New section in Take Apart section. 3. A customer states that his MacBook (13-inch) is running hot. What is the first thing you should find out? 4. Another customer states that his MacBook (13-inch) is suffering intermittent shutdowns. What is the first thing you should confirm? 5. Yet another customer states that their MacBook (13-inch) will not start after a RAM upgrade. What is the first step you should take? 6. As you are opening up a MacBook (13-inch Early 2009) you see that several Liquid Contact Indicators are red. What effect does this have on the repair?

7. How do you replace the backup battery in a MacBook (13-inch Early 2009) model?

Next: Product Differences

Significant Features

MagSafe Connectors Target Disk Mode and MacBooks MacBook Battery Life Battery End of Life Disc Drive Issues Physical Appearance MacBook (13-inch Early 2009) Differences

MagSafe Connectors The MacBook 60-Watt power adapter with MagSafe connector uses a magnetic connection instead of a physical plug. This means that tripping over a power cord won't send your MacBook flying off the table or desk; the cord simply breaks cleanly away, without damage to either the cord or the computer. There are a number of service issues for such connectors. Your best resource for learning about these issues is support article TS1713 "Apple Portables: Troubleshooting MagSafe adapters". Review this article before continuing.

Target Disk Mode and MacBooks If you attempt to mount an Intel-based MacBook in Target Disk Mode on a Mac running Mac OS X 10.3.9 or earlier, you'll see an alert message that says "You have

inserted a disk containing no volumes that Mac OS X can read." The computer you are mounting to must be running Mac OS X 10.4 or later for Target Disk Mode to work.

MacBook Battery Life Review the following resources on battery life.

Apple Notebooks HT1490 - "Apple Portables: Calibrating your computer's battery for best performance" HT1446 - "Apple Portables: Tips for maximizing your battery charge"

Battery End of Life When a lithium polymer battery reaches its end of life, the battery simply ceases function. There is no downward ramp in performance. This means that any battery issue should prompt questions as to how long the battery has been used. More information about this topic is found at Battery Replacement.

Disc Drive Issues The optical drive on this computer has narrow tolerances for the recommended optical media. If the drive does not accept discs, the wrong kind of disc could be inserted. Advise customer to use discs no thicker than 1.5 mm. For more information please see the Apple support article HT2801 "Apple Portables: Troubleshooting the slot load optical disc drive". In addition, the optical drives in the MacBook can be adversely affected by pressure from misaligned components surrounding the optical drive module. For this reason, be sure to carefully follow the replacement instructions in the service manual.

Physical Appearance Many MacBooks are very similar in appearance. Apple Support Article HT1635"How to visually identify your black or white MacBook model" will assist you in determining what MacBook you are working with.

MacBook (13-inch Early 2009) Differences Backup Battery Summary:The backup battery is no longer a separate part, but rather a surface mount capacitor build onto the underside of the logic board. Mini-DVI Port Compatibility Summary: The Mini-DVI port on the MacBook (13-inch, Early 2009 drops compatibility with composite video out and S-video out. Therefore, the Apple MiniDVI to Video adapter (M9319G/A) does not work with this product. Symptom: Customers may report issues with using the Apple Mini-DVI to Video adapter with this product, such as no video out from the adapter, etc. Solution: Inform customers who raise this issue that this product does not support this adapter. Back to top

Next: Troubleshooting Issues

Troubleshooting Issues

Troubleshooting Issues

Troubleshooting Issues

Graphics and Memory - For best graphics performance, your MacBook (13inch) ships from Apple with two equal-sized SO-DIMMs installed, one in each slot. When memory is installed in MacBook (13-inch) in equal-sized pairs, the computer gains some performance benefits from this memory being interleaved. If you upgrade the memory in your MacBook (13-inch), make sure you have matching size SO-DIMMs (both in terms of memory size and in speed) in each slot for best graphics performance.

Hard Drive Partition Compatibility - Boot up a MacBook in Target Disk mode and it will not appear on a a Desktop of a computer running Mac OS X 10.3.9 or earlier. Lithium Polymer Batteries - Batteries are sensitive to temperature extremes and shocks. At end of life, this type of battery goes completely dead. There is no gradual loss of capacity before end of life. Optical drive - Media tolerances in the optical drives are quite stringent. Be careful to use only standard size and shape optical media. SO-DIMMs - SO-DIMMs must be fully seated to avoid start up issues. If the power LED is blinking, check RAM seating. Optical Drive Bezel Clips - When replacing an optical drive, make sure that the four bezel clips are correctly placed. They can slip during reassembly and make the drive inoperative. Backup Battery in MacBook (13-inch Early 2009) o Summary:The backup battery is no longer a separate part, but rather a surface mount capacitor build onto the underside of the logic board. Mini-DVI Port Compatibility in MacBook (13-inch Early 2009) o Summary: The Mini-DVI port on the MacBook (13-inch, Early 2009 drops compatibility with composite video out and S-video out. Therefore, the Apple Mini-DVI to Video adapter (M9319G/A) does not work with this product.
o

Symptom: Customers may report issues with using the Apple Mini-DVI to Video adapter with this product, such as no video out from the

adapter, etc.
o

Solution: Inform customers who raise this issue that this product does not support this adapter Back to top

Next: Tools

Tools

Issues with Tools Required Tools

Issues with Tools Using Correct Tools MacBooks contain small parts that are held together with a wide variety of small screws and bolts. One of the most common mistakes in working with MacBooks is to use the wrong size or type of tool when repairing the unit. All too often, the wrong tool means that screws are worn or screw attachment points are stripped. Apple service manuals have sections that describe the tools needed to perform repairs and part replacement procedures. These procedures work as long as you use the recommended tools as a part of the recommended procedure. Keeping Track of Parts One of the recommended tools for any repair is a tray with numerous compartments. If you do not use some means of keeping track of the screws and other small parts that you remove from a MacBook, you will have a very difficult time reassembling the computer. A partitioned tray along with the Screw Matrix in the Service Manual will save you a

great deal of time and ensure that a completed repair has not added problems to the computer. Issues with Metal tools Be very careful whenever using metal tools anywhere around a MacBook. It's very easy to scratch outer surfaces with metal tools. Remember to only use plastic pry tools to carefully unlatch cable connectors and release catches on plastic case parts. Apple recommends the Nylon Probe Tool. This is a black plastic pry tool that should not damage plastics or scratch metals if used carefully. More details on tools for computer repair are found in the Hardware Tools course.

Required Tools You need the following tools to work on MacBook computers.

Clean, soft, lint-free cloth Coin ESD wrist strap and mat Magnetic Phillips #0 screwdriver Magnetic Phillips #00 screwdriver (preferably with a long handle) Black stick (Apple probe tool, part number 922-5065) or other nonconductive nylon or plastic flatblade tool Access card (Apple part number 922-7172) to open the top case Jewelers flatblade screwdriver Needlenose pliers Stack of books, weighted boxes, or other means of support for display while removing screws from hinge Thermal grease (Apple thermal compound syringe, part number 922-7144) Alcohol wipes Permanent marking, felt-tip pen Standard size CD or DVD disc Metric ruler (for checking the size of screws) Flashlight or bright lamp

Next: Repair Issues

Repair Issues

Repair Issues Special Issues for MacBook (13-inch Late 2008) Special Issues for MacBook (13-inch Early 2009)

Repair Issues The following tips are taken from the MacBook service manual. If you have any questions regarding any of these tips, consult the manual before proceeding with a repair.

A soft touch is crucial in working on these computers. A metric ruler is extremely useful for measuring screw lengths. In the MacBook, it is sometimes easy to misidentify a screw during assembly of the unit. Using an incorrect screw could damage the case, logic board or other components. Because the components are very tightly packed together, you need to be aware of cable routing in order to reassemble the unit correctly. Be sure to review the service manual before repairing the computer. One procedure that helps is to mark cable routing in the computer with a marker before removing the cable. This ensures that you will be able to replace the cable in its proper position. Review how to open Vertical Insert connectors (also known as Zero Insertion Force (ZIF) connectors) before performing a repair. These connectors requires straight down insertion and straight up extraction to avoid damage. Use the nylon probe tool to open these connectors and be very gentle when you do so.

You need to observe MagSafe Connector precautions such as keeping metal objects away from the MagSafe slot on the MacBook and being sure that the slot is clear of any debris. The Sleep Switch connector is quite fragile and should be handled very delicately. When replacing the Bluetooth Board, avoid pressing it. Only handle it on the edges. Replacing Optical Drive Bezel Clips requires care. Consult the manual for details of this process. If they are installed incorrectly, the bezel will not reassemble correctly. Replacing Display Bezel Brace Shims is a very delicate procedure. Again, consult the manual. Antenna Receptors are very delicate and must be handled carefully when attaching antennas. The LCD panel must be handled by the Bezel Brace Sides. The Inverter Board must be handled by edges to avoid damage.

For MacBook (13-inch Late 2007 and Early 2008) computers:

Most of the cable connectors on the logic board use a JST design that requires special vertical insertion and extraction. To prevent damage to the connectors, remove and install them from a completely level position.

To disconnect JST connectors, use a black stick and your finger to help support the cables and keep the connectors level. To connect the cables and avoid damage to the sensitive contacts in the JST connectors, make sure the mated parts are completely aligned, level, and flush to each other before applying pressure. Then use your finger or a black stick to press them straight down into place. The MacBook (13-inch Early 2008) improved environmental impact means that the majority of circuit board laminates are free of brominated flame retardants and the majority of internal cables are PVC-free. Cable connector names are printed on the logic board. Backup battery located on bottom case rather than underside of logic board. Captive bezel clips at slot-load optical drive. Shims at display bezel scoops.

Special Issues for the MacBook (13-inch Late 2008) MacBook (Late 2008) display clamshell removal / replacement requires the use of a 'wedge-shaped' servicing fixture (which is available as a tool in GSX) to properly align the display clamshell's clutches and hinges with the top case

Special Issues for the MacBook (13-inch Early 2009) Liquid Contact Indicators Summary: To help determine accidental damage, the MacBooks top case, logic board and battery cable connector include spill sensors called liquid contact indicators (LCIs). These small white dots turn red when they come in contact with liquid, such as an accidental spill. Tips:

The Liquid Contact Indicator is very accurate in determining whether liquid has entered the product. The indicator will turn red or pink when the product has been exposed to enough moisture to cause damage to the product's internal components. There are three LCIs under the keyboard of the top case, one LCI on the battery cable connector, and one LCI on the main logic board. If this product has been damaged by liquid, the repair will not be covered by either the Apple limited warranty or the AppleCare Protection Plan. Because of these new LCIs, for research and engineering purposes the top case

will now be a returnable 661- part instead of a 922- part. Note: Service technicians should refer to the Apple support article HT3400, "About liquid submersion indicators (LSI) on portable and desktop computers".

Special Issues for the MacBook (13-inch Late 2009) No IR Remote Support Summary: MacBook (13-inch, Late 2009) does not support the IR-based Apple Remote. Symptom: Some customers may try to use an Apple IR Remote with MacBook (13inch, Late 2009), and will find that it does not work to control functions such as Front Row. They may think this is a malfunction and therefore a service issue. Solution: There is no IR receiver in MacBook (13-inch, Late 2009), so this is normal behavior and is not a service issue. However, it is still possible to enter Front Row without using an IR remote. Here's how:

To enter Front Row, press Command-Esc on the keyboard. - Press the cursor keys and the Return key to select items in Front Row. - Press Esc to back up in the menu. - Type Command-Q to leave Front Row. Remote for iPhone and iPod touch (available from the iTunes Store) is supported because it works over AirPort.

Note: Remote for iPhone and iPod touch is not a free application. Price varies by region.

No Exterior Battery Indicator Lights Summary: MacBook (13-inch, Late 2009) has no exterior battery indicator lights. Solution: Use the battery information in the Battery menu or System Profiler to troubleshoot power-related symptoms. Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. Access the MacBook service manual and review the Additional Procedures in the Take Apart section. Note the new procedures for replacing key caps. 2. Also review the What's New section in Take Apart section. 3. A customer states that his MacBook (13-inch) is running hot. What is the first thing you should find out? Determine whether the computer is being used on a flat, hard surface. 4. Another customer states that his MacBook (13-inch) is suffering intermittent shutdowns. What is the first thing you should confirm? Whether the computer is up to date with Software Update. 5. Yet another customer states that their MacBook (13-inch) will not start after a RAM upgrade. What is the first step you should take? Firmly reseat the RAM to make sure it is properly inserted. 6. As you are opening up a MacBook (13-inch Early 2009) you see that several Liquid Contact Indicators are red. What effect does this have on the repair? It means that there is accidental liquid damage and the repair is not covered by warranty or AppleCare Protection Plan. 7. How do you replace the backup battery in a MacBook (13-inch Early 2009) model?

You don't. The backup battery has been replaced by a capacitor built into the logic board.

Next: This concludes the MacBook course.

Lion: Accounts and Permissions

Introduction

OS X Mountain

This lesson covers user accounts and permissions and how they work together to make OS X Mountain Lion a secure operating system. OS X Mountain Lion: Accounts and Permissions is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! ! !
Identify the different types of accounts and their capabilities. Determine how access controls are used to enhance security. Create, configure, manage and delete user and group accounts. Determine and resolve common issues related to accounts and permissions. Explain how OS X Mountain Lion securely stores and shares files amongst multiple users. Use built-in tools to troubleshoot and resolve permissions issues.

Audience

Prerequisites

Time Required

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

Account Types

OS X Mountain Lion: Installation, Startup Process, File Systems, Applications

45 Minutes

User accounts allow you to create a secure working environment, whether your computer has one user or multiple users.

If several people regularly use your Mac, you should create a user account for each person. User accounts let you manage what users see, protect users privacy, and ensure that only people youve authorized can get access to your Mac.

Each user account...

has a separate home folder as well as the ability to adjust preferences without affecting other users.

Account Types

1.

Administrator An administrator account user can create, delete, and modify accounts, install software, and change system settings. Administrators can make changes to locked preferences in System Preferences, install software, and perform a variety of tasks that other users cant. The first user account created when you initially set up OS X Mountain Lion is an administrator account. Note: Administrators can unlock FileVault encrypted volumes at the login window.

2.

Standard Standard users can install software for their own use and change settings related to their accounts, but cant administer other accounts.

3.

Managed with Parental Controls For these accounts, the administrator can restrict access to applications and inappropriate content, and limit the amount of time users can use the computer. The administrator can generate logs of managed account activities such websites visited.

4.

Sharing Only

Sharing-only users on your network can access shared files remotely, but cant log in or change settings on the computer. 5. Group A group account consists of one or more other accounts and is used for setting privileges for shared files.

Concerned about security?

Because administrators can make broad changes to the computer configuration, limit the number of administrator accounts you create on your Mac. Always protect administrator accounts with a secure password.

Guest Accounts
If you want others to be able to temporarily use your Mac, enable the guest account. A guest user can log in without entering a password. Guest users cant make changes to other user accounts or change computer settings, and they cant log in remotely. Parental controls can be used to manage a guest account. When guest user logs out, the guest account's home folder is deleted. Note: When FileVault is enabled, the Guest account login feature is disabled.

Creating Accounts
To create a user account, you must be an administrator for your computer. The account you created when you first set up your Mac is an administrator account. 1. 2. 3. Choose Apple menu > System Preferences, and then click Users & Groups. Click the lock icon to authenticate, and type an administrator name and password. Click Add (+) below the list of accounts.

4. 5.

Choose a type of account from the New Account pop-up menu. Enter a full name for the account. An account name is generated automatically. If you want to use a different account name, enter it now. After the account is created, it is very difficult to change the account short name. The account name is used to name the users home folder, and can be used as the login name.

6.

Enter the account password in the Password and Verify fields, and then enter a hint to help the user remember the password.

7.

Click Create User.

Adm inistrator Privileges

To give the user administrator privileges, select Allow user to administer this computer.

Instead of a password, use an Apple ID.

If youre an administrator, standard user, or managed user, you can associate an Apple ID with your user account and then use the Apple ID to:

! ! !

Reset your login password if you forget it and are unable to log in to the computer Establish file and screen sharing access to the computer from another computer Share files and screens with other computers after you log in. If youre an administrator, you can give another user file and screen-sharing access to your computer by associating an Apple ID with the users account. Associating an Apple ID 1. Enter for file and screen sharing Click "Allow user to reset password using Apple ID. The user youre creating must have an account on his or her computer that has the same Apple ID associated with it. 2. Reset user password in the login window The user must first log in, click the Change button next to the Apple ID field, and then enter the password associated with the Apple ID. Finally, select Allow user to reset password using Apple ID..

Learning Activity

1. 2. 3. 4. 5. 6.

Choose Apple menu > System Preferences, and then click Users & Groups. Click the lock icon to unlock it, and type an administrator name and password. Select Enable parental controls. Click Open Parental Controls. Select Create a new user account with parental controls, click Continue. Enter user account information, click Continue.

7.

Go through the Apps, Web, People, Time Limits and Other menus to familiarize yourself with how Parent Controls can limit access.

Group Accounts
A group account is an account that gives the same privileges to two or more users. When you assign specific file access privileges to a group, all members of the group share those access privileges. It is convenient and timesaving as it eliminates the need to configure permissions for each user.

W ho can join a group?

Individual or sharing only users and existing groups can become members of a new group.

Creating a Group Account

1. 2.

Choose Apple menu > System Preferences, then click Users & Groups. Click the lock icon in the lower-left corner to unlock it, and then type an administrator name and password.

3. 4. 5. 6.

Click the Add button (+) in the lower left. Select Group from the New Account menu. Name your group. Assign users to the group.

Setting Perm issions for a Group

1. 2. 3.

In the Finder, select the file or folder. Choose File > Get Info. Use the Sharing & Permissions pane to assign the appropriate permission to the group. (Read only or Read & Write)

Deleting Accounts

Administrator accounts can delete user accounts that are no longer needed. 1. 2. 3. 4. 5. Choose Apple menu > System Preferences. Click Users & Groups. Click the lock icon to unlock it, and then type an administrator name and password. Select the user account you want to delete, and then click Delete (-) below the account list. Select one of the options shown here:

A. Save the home folder in a disk image Saves the folder as a disk image in /Users/Deleted Users/ and removes permissions. B. Dont change the home folder Leaves the home folder in /Users/ and does not delete permissions. C. Delete the home folder Removes it from the computer. 6. Click OK.

Note:
If you want to prevent programs that read raw data from retrieving any files, select Erase home folder securely.

Keychain
Overview Your keychain password lets you automatically authenticate applications and services stored in Keychain Access. When the account is created the keychain password is set to match the login password for the account. When you change the login password in the User & Groups preferences, the keychain password is automatically updated to match it. Keychain Mismatch If the keychain password does not match the login password for the account, the user is required to authenticate to unlock the keychain.

Im portant
The keychain password is available only to the account user and not the administrator. If the login password is reset by the administrator, the keychain password is not changed. The user is asked to reset the keychain password during the next login. If the login password was reset because the old password was forgotten, the keys, passwords, and other information in the keychain will not be accessible, and the account will need to use a new keychain. Changing Keychain Password Although you normally should use the default keychain password, you can change it. 1. 2. 3. 4. 5. 6. Open Keychain Access, located in the Utilities folder in Launchpad. Open Keychain Access Choose Edit > Change Password for Keychain (keychain name). If the keychain is locked, type the password to unlock it, and then click OK. Type the current password for this keychain. Type a new password, and then type it again to verify. The keychain password should usually match the login password for the account. 7. Click OK.

Advanced Account Settings

W arning
These accounts settings are only for advanced users. Specifically, misuse of the User ID and UUID can damage user accounts.

Accessing Advanced Account Settings

1. 2. 3. 4.

Choose Apple menu > System Preferences. Click Users & Groups. Click the lock icon to unlock it, and then type an administrator name and password. Control-click an account name to access its advanced settings.

How do I renam e m y hom e directory?

When customers set up their Mac computers, they often don't realize that the automatically generated short name is also the name of their home directory. OS X Lion does not allow you to rename your home directory in the Finder.

Using the advanced settings, you can change the short name and choose or create a new home folder.

Permissions

Types of Users and Perm issions

Permission settings determine who can view and modify disks, folders, and files. Types of Users

Owner (technically called "user") The owner is most often the user who created the file or folder. Almost all files and folders in your home directory will have your username listed as the owner. If you are the currently-active logged-in user in Mac OS X and you copy a file from another volume (e.g. external hard disk or network volume) to your desktop then you are the 'owner' of that file copy on your desktop.

Group A collection of user accounts that has its own separate set of permissions. Specifying permissions for a group allows you to assign permissions to an entire set of user accounts in a single setting, rather than having to do this for each separate file and/or folder for each username. Admin users are members of the groups called "staff" and "admin". The super user "root" is a member of these and several other groups. Non-admin users are members of "staff" only. Typically, all files and folders are assigned to either "staff," "admin," or "wheel". The group may or may not include the owner.

Others Any user account that is neither the owner nor a member of the specified group. This class of permissions simply applies to "everyone else." If a user is included in more than one category of users, each of which has different permissions, these rules of precedence apply:

! !

Owner permissions override Group permissions. Group permissions override Others permissions.

Types of Permissions

Read (r--) You can open and view the contents of a file. The /System folder is read-only for most user accounts to prevent tampering with Mac OS X.

Write (-w-) You can write to (save changes to) the file. Other user accounts can write to the Drop Box in the ~/Public folder, but cannot read it.

Execute (--x) You can run that program. (This designation is usually used for programs and folders.) Note: you must have execute permission for any folder that you can open; thus File Sharing requires execute permission set for other, world, and everyone for the ~/Public folder, while Web Sharing requires the same setting for the ~/Sites folder.

Assigning perm issions to users and groups

1. Select a disk, folder, or file, and then choose File > Get Info.

2. 3. 4.

If the Sharing & Permissions pane isn't visible, click the disclosure triangle to show it. If you dont own the item, click the lock icon to authenticate an administrators name and password. Select a user or group from the Name column, and then choose one of the following from the popup menu in the Privileges column:

! ! !

Read & Write: Allows a user to view the item and change it. Read Only: Allows a user to view the item, but not change its contents. Write Only: Makes a folder into a drop box. Users can copy items to the drop box, but cant open the drop box. Only the owner of the drop box can open it.

No Access: Blocks all access to the item.

Apply perm issions to all item s in a folder or a disk

You can apply a folders or a disks permissions to every item in the folder or disk.

1.

Select a folder or a disk, and then choose File > Get Info.

2. 3.

Click the lock icon to provide an administrators name and password. If the new owners name isnt listed in the Name column in the Sharing & Permissions section, click Add (+) to add the new owner.

4.

Select the new owner in the Name column, and then choose Apply to enclosed items from the Action pop-up menu (looks like a gear).

Types of Perm issions

Mac OS X Mountain Lion supports two kinds of file and folder permissions:

! !

Standard Portable Operating System Interface (POSIX) permissions Access Control Lists (ACLs)

POSIX permissions let you control access to files and folders based on three categories of users: Owner, Group, and Others. Although these permissions give you some control over who can access a file or a
folder, they lack the flexibility and granularity that many organizations require in dealing with complex user environments.

ACLs provide an extended set of permissions for a file or folder, and lets you set multiple users and
groups as owners. ACLs are also compatible with Windows Server 2003, Windows XP, Windows Vista, and Windows 7 giving you added flexibility in a multiplatform environment.

Need to undo perm ission changes?

You can undo any changes made in the Sharing & Permissions section of an Info window since opening it (except applying permissions to all the items in a folder or disk).

1. 2.

Make sure the Info window remains open after making your changes. Choose Revert changes from the Action pop-up menu (looks like a gear).

Learning Activity

1. 2.

Select a file of your choice, and then choose File > Get Info. Go through and familiarize yourself with the General, More Info, Name & Extension, Open with and Preview panes. (If the panes aren't visible, click the disclosure triangle to show them.)

Issues with Permissions

Incorrect or damaged permission settings may cause unexpected behavior. Here are several examples: 1. Application acting strange When a third-party application appears in the dock as a question mark; or is unable to connect to the Internet, the installer may have incorrectly set permissions on the files and folders it installed. 2. Power interruption The file system may be affected by a power interruption (improper shutdown) or when it stops responding (a "hang" or "freeze"). This could corrupt permission settings. 3. Software can only access the current user's files Applications executed by a user only have access to the files that the user has access to. Backup software, for example, may not back up OS X system files that have root ownership. 4. Emptying the Trash In some circumstances, folders for which you do not have write permission can end up in the Trash; and you will not be able to delete them or the files contained in them.

How was the application installed?

Many things you install in OS X Mountain Lion are installed from package files (.pkg). Each time something is installed from a package file, a "Bill of Materials" file (.bom) is stored in the package's receipt file, which is kept in the hidden folder: /var/db/receipts. Each of those ".bom" files contains a list of the files installed by that package, and the proper permissions for each file. When you verify or repair disk permissions, Disk Utility reviews each of the .bom files and compares its list to the actual permissions on each file listed. If the permissions differ, Disk Utility reports the difference (verify) and corrects them (repair). This also means that, if you drag-copy an application to install it, no .bom file is created. Therefore, Disk Utility's Repair Permissions function will not help resolve permission issues for such applications.

Repairing Permissions

Repairing permissions can resolve system level related issues or problems.

1.

Choose Apple menu > Software Update to make sure you have the latest version of OS X. Software updates sometimes change a files permissions to improve security, so updating your software can solve some permissions problems.

2.

Open Disk Utility.

3.

Select the disk you want to check. You can verify or repair permissions only on a disk with OS X Mountain Lion installed.

4. 5.

Click First Aid. Do one of the following: Click Verify Disk Permissions to test permissions. Click Repair Disk Permissions to test and repair permissions.

Run Disk Utility from an OS X M ountain Lion Volum e

Permissions should be repaired while started up from an OS X Mountain Lion volume. Software updates to the operating system may have changed permissions on some files. Running Disk Utility while started from the OS X Mountain Lion volume ensures updates are preserved and applied accordingly.

Upgrading to O S X M ountain Lion?

You don't need to repair disk permissions prior to installing OS X Mountain Lion. The Installer will do this automatically.

Symptoms & Fixes

Here are frequent problems reported by users related to User Accounts and Permissions. Follow steps in the order indicated below to resolve the issue.

File cannot be opened Summary A file won't open. Resolution 1. Choose Apple menu > Software Update to make sure you have the latest version of OS X Mountain Lion. 2. 3. 4. Open Disk Utility. Select the disk containing the applications. Click First Aid.

5. 6. 7.

Click Repair Disk Permissions to test and repair permissions. Restart the computer. Try opening the file again. If unsuccessful, or if multiple files cannot be opened:

8. 9.

Start up from the recovery partition. Run Disk Utility and Repair Disk.

10. Restart the computer. If still unsuccessful: 11. Reinstall the application. Admin unable to perform function Summary An administrator is unable to add fonts to /Library/Fonts.

Resolution

1.

Verify the current user's permissions are set correctly, for that specific item or folder. If the user has the correct permissions:

2.

Choose Apple menu > Software Update to make sure you have the latest version of OS X Mountain Lion.

3. 4. 5. 6. 7.

Open Disk Utility. Select the disk containing the applications. Click First Aid. Click Repair Disk Permissions to test and repair permissions. Restart the computer.

8.

Try opening or performing the operation again. If unsuccessful:

9.

Start up from the recovery partition.

10. Run Disk Utility and Repair Disk. 11. Restart the computer. If still unsuccessful: 12. Reinstall the application. User forgot password Summary User can't login. Can't remember password. The Mac has multiple user accounts. Resolution

1. 2. 3. 4. 5. 6. 7.

Login with an administrator account. Choose Apple menu > System Preferences. Click Users & Groups. Click the lock icon to unlock it, and then authenticate using an administrator name and password. Select the user account, click Reset Password. Enter a new password in both the Password and Verify fields, and add a hint if desired. Click Reset Password.

Note: An Apple ID can also be used to reset a user password (provided that an Apple ID was entered when OS X Mountain Lion was started for the first time). This option will appear after entering the incorrect account password at the login window three times. Click the arrow-in-a-circle icon to bring up the "Reset Password" dialog.

Troubleshooting Practice

Taken from the experiences of Apple service personnel, here is a troubleshooting scenario involving the concepts presented in this course.

Scenario: Applications Not Loading or Acting Strange

A customer brings in her Mac. She says her some of her applications are loading. In addition, some of the other applications are acting strange.

What procedures should you follow? Click here to view answer The problem might be caused by permissions. 1. Choose Apple menu > Software Update to make sure you have the latest version of OS X Mountain Lion. 2. 3. 4. 5. 6. 7. 8. Open Disk Utility. Select the disk containing the applications. Click First Aid. Click Repair Disk Permissions to test and repair permissions. Restart the computer. Test out the applications. If unsuccessful: Reinstall the application.

Learning Resources

! ! ! !

About Disk Utility's Repair Disk Permissions feature OS X Mountain Lion : About administrator accounts OS X Mountain Lion : Set up login options OS X Mountain Lion : Solve problems with passwords

! !

Troubleshooting permissions issues in Mac OS X You can't empty the Trash or move a file to the Trash

Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Apps

Introduction

This lesson covers apps (applications) and the related resources that support them. OS X Mountain Lion: Apps is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! !
Explain what apps are and what they do. Describe the various ways apps are installed. Identify resources that can support apps. Determine and resolve common app issues.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or

OS X Mountain Lion: Installation, Startup

30 Minutes

Audience recertification.
What is an App?

Prerequisites Process, File Systems

Time Required

An app (application) is a computer program that gives users the tools to accomplish specific tasks. The term arises from the fact that the software 'applies' the computer's processing power to a specific task for the user. Apps range from simple utilities, designed for a single function (such as Activity Monitor); to complex ones with many controls (such as Final Cut Pro).

W hen you launch an app, it will display...

! ! ! !
an interface window a new document window palettes, tool bar, or other interface components or it could display nothing at all - until you open or create a new file

PowerPC Apps
Older apps designed for PowerPC-based Mac computers are no longer supported (OS X Lion 10.7 or later). Previously, these apps could run on Intel-based Mac using a dynamic translator called Rosetta. Rosetta is no longer supported.

The prohibitory sign indicates that it is a PowerPC app:

Need to use older apps?

Contact the software manufacturer for an updated version of the app.

Incom patible Software Folder

While upgrading to OS X Mountain Lion from OS X Snow Leopard (10.6), the installer will identify and move any PowerPC apps to a root level folder named "Incompatible Software".

OS X Apps

OS X Mountain Lion comes with apps already installed. The ones used the most include:

Calendar Contacts FaceTime Game Center

iTunes Mac App Store Mail Messages

Notes Photo Booth Reminders Safari

Automator Calculator Dictionary DVD Player

Font Book Image Capture Preview QuickTime Player

Stickies System Information TextEdit VoiceOver Utility

M essages replaces iChat

Messages does everything iChat does: text chat, video chat, audio chat, and screen sharing. It comes with iMessage where unlimited messages can be sent to anyone on a Mac, iPhone, iPad, or iPod touch running iOS 5 (or later).

Start a conversation on your Mac and pick it up on your iOS device(s): 1. 2. 3. 4. Open Messages. Add or select an iMessage account. Select the email or phone numbers you can be reached for messages. Be sure that the same email(s) or phone number(s) are entered or selected on the iOS device(s).

Video Chat Issues? Check network status, current capabilities (based on connection) and conference statistics using the Messages Connection Doctor. The Network Status pane will allow you to view bandwidth limitations, router or network setup compatibility.

Installing Apps

In addition to the apps already installed, there are thousands to purchase or download and install. Apps can be purchased and downloaded from the Mac App Store. After downloading, apps are automatically installed.

Apps purchased in the Mac App Store can be downloaded and installed on all your other Mac computers. Sign in to your account in App Store, click Purchases, and then install apps. Apps can also be installed from:

CD or DVD Internet Download USB Flash Drive

To install apps open the installer provided and follow the onscreen instructions. In some instances, the installer opens automatically. Internet Downloads: Installation may require double-clicking the disk image or package file prior to opening the installer.

Im portant
! !
Always check for updates after installing a new app. See the next section in this course for instructions. Correct installation of an app may require the use of an installer. Copying apps from one computer to another is not recommended. Necessary components and resources may not be copied over.

New O S X Feature: Gatekeeper

OS X Mountain Lion comes with Gatekeeper. It makes it safer to download apps by protecting users from inadvertently installing malicious software. More information on Gatekeeper can be found in the OS X Mountain Lion: Security & Privacy course.

W ho's the app for?

On a Mac, apps can be installed for all users or for a specific user.

! !

For all users, install into the root level Applications folder. (/Applications) For a specific user, install into their Home Application folder. (/Users/User Name/Applications)

Updating Apps
Using Notification Center, the Mac App Store will notify you when app updates are available. Notifications apply to apps purchased from the Mac App Store or apps that came with the Mac.

The Mac App Store also lets you know whenever updates are available. Click Updates in the App Store toolbar.

Note: To manually check for updates to apps you purchased or that came with your Mac, choose Apple menu > Software Update.

Updates for other apps

Updates for third party and or apps not purchased from the Mac App Store may be downloadable within the app itself or directly from the manufacturer's website. If an app does not automatically check for updates, it is advised that you check regularly. This is especially important if you are experiencing any issues with the app.

Softw are Update vs. Softw are Upgrade

! ! !
A software upgrade means a major, standalone version of a software product. For example, OS X Mountain Lion is an upgrade that is available from the Mac App Store. A software update updates a major version of software, but does not upgrade it to the next major version (if one exists). Software updates are usually downloadable free of charge; a software upgrade usually is not.

Uninstalling Apps

Use the uninstaller

Application support or preferences files can be left behind when uninstalling apps. Use the manufacturer's uninstaller if available.

Uninstalling Apps: Installed from M ac App Store

1. 2. Open Launchpad. Hold down an apps icon in Launchpad (or hold down the option key) until all the icons begin to jiggle.

2.

Click an apps delete button (x) to uninstall the app.

If an icon doesn't have a delete button, the app can't be uninstalled using this method.

Uninstalling Apps: Installed from Internet or Disc

1. 2. Drag the app or app's folder (within /Applications) to the Trash. Choose Finder > Empty Trash.

Related Resources
Resources specify how apps should function. Using common resources, we can tell the app how we prefer to work.

App Preferences
Users can share apps found in the root level applications folder (/Applications). These apps typically have settings that can be adjusted by each user. When adjustments are made, the app itself doesn't change. Instead "preferences" customize the working environment for that specific user.

Example: Safari will store Homepage, security, and other default preferences for each user.

OS X Mountain Lion and the app work together to save customized settings separately for each user. They don't affect any other users' configuration of that app.

System Preferences
System Preferences control system-wide and user specific settings. System Preferences lets you to adjust things like your screen resolution, keyboard and mouse control, sound, and more.

Preferences are grouped in these categories: 1. 2. 3. 4. Personal Hardware Internet and Wireless System

5.

Other (may appears when adding third-party software or hardware)

Plist Files
Special resource files called plist (short for "property list") store a user's app preferences. Stored in each user's Library folder (/Users/USERNAME/Library/Preferences/), they allow each user to have their own set of app and system preferences.

Apple provides app developers with guidelines to ensure plist file names are unique to each developer. The naming convention is each software developers unique domain name followed by the app or library name. For example, the Finder uses the identifier com.apple.finder so Finder preferences are saved in com.apple.finder.plist.

Don't M odify Plist Files

Although plist files can be opened using a text editor, they should not be modified as this can corrupt the file causing problems with the associated app. Instead, use the associated app's preferences menu(s) to customize settings.

Corrupted Plist Files = Strange App Behavior

If an app starts exhibiting strange behavior, it might have been caused by an improper shut down or disk corruption. Try temporarily moving or renaming plist files and restarting the app. The app will create new plist files.

Advanced Resources

Fram eworks

A framework is a dynamic (loaded only when used) shared software library (similar to the shared or dynamically-linked libraries (DLLs) in Windows). Framework files reside at /System/Library/Frameworks. Frameworks contain code that can be shared by multiple apps as well OS X Mountain Lion. This code can be shared among different parts of the operating system or apps. For instance, if a manufacturer produces a suite of productivity software, apps can share the common code. Another example: apps (regardless of the manufacturer) that author render HTML web pages typically use the "WebKit" framework.

Fram ework M ism atch

It is conceivable that if OS X Mountain Lion or an app is reinstalled, the reinstallation may inadvertently 'downgrade' a framework needed by another app. This will result in the affected app's inability to launch. Refer to Symptom #1 in the Symptoms and Resolutions section of this course to learn how to correct the problem.

Kernel Extensions

Kernel extensions are software drivers that attach themselves to the OS X kernel (the core of the operating system). They provide driver support for hardware, networking, and peripherals. Extensions load and unload automatically, so there is little need to manage extensions as is common in other operating systems. The manufacturer of the device generally supplies the kernel extensions. Some generic device drivers are included with OS X Mountain Lion, but most manufacturers make their own drivers in order to customize the features available through their product.

Kernel extension files = KEXTs

Kernel extension files in OS X typically use the ".kext" file name suffix, so they are also known as KEXTs. These files are installed in /System/Library/Extensions.

Is a kernel extension causing problem s?

If you suspect that a faulty kernel extension is causing problems, use Safe Boot. It disables all third-party kernel extensions and allowing you to isolate the problem. Refer to the Troubleshooting Tools course for more information on this procedure.

Symptoms and Fixes

Inform ation that can help pinpoint app issues

Console (Applications > Utilities > Console) records valuable diagnostic information about apps, from routine status messages to detailed errors and warnings. When troubleshooting an issue, review these logs.

App appears to start launching, but stops

Symptom You click an app in the Dock; it bounces once or twice and stops. It doesn't launch. (This is a typical symptom of a framework mismatch.) Resolution 1. 2. After reinstalling OS X Mountain Lion or reinstalling/installing a new app, run Software Update. (This ensures that the Mac has the most recent versions of app and OS frameworks installed) Updates for some third party apps may need to be downloaded from the manufacturer's website. If the issue is not resolved:

3. 4.

Use OS X Recovery, run Disk Utility. Repair Disk permissions.

Note: The order in which software is installed and updated does matter. A good order to follow would be: 1. 2. 3. 4. 5. Install OS X Mountain Lion. Update the operating system using Software Update. Install apps. Update apps. Update operating system again using Software Update.

App opens briefly, but crashes or is unresponsive ("hangs")

Symptom App appears to launch and appears briefly. It then disappears, unexpectedly quits or is unresponsive. Resolution 1. 2. 3. Reinstall the app. Run Software Update. It will update the operating system (and Apple apps). For third party apps, download updates from the manufacturer's website and install.

App quits unexpectedly

Symptom While using an app, it unexpectedly quits. Solutions to Try

! ! ! ! !

Reopen the app by clicking Reopen in the dialog that appears when the app quits. Restart the Mac. Read the apps documentation to check if its compatible with OS X Mountain Lion. Open another document in the app. There may be a problem with the document you were trying to open. Check to see if any updates to your software are available by choosing Apple menu > Software Update. For apps not made by Apple, look for updates on the manufacturers website. Disconnect any peripheral devices you just connected (for example, a printer). They may not be compatible with your version of OS X. If disconnecting the device solves your problem, contact its manufacturer.

Uninstall any plug-ins or enhancements from other manufacturers for the app. If you recently updated the app or OS X Mountain Lion, a plug-in or enhancement you previously installed may no longer be compatible.

! ! ! !

Restart the Mac in safe mode. Start up in safe mode. Restart the computer into Apple Hardware Test. Apple Hardware Test can tell you if hardware you installed, such as additional memory, is incompatible, improperly installed, or defective. Use Disk Utility to repair your computers internal disk.

Can't open app

Symptom App won't launch. Solutions to Try

! !

If you arent an administrator of your computer, the administrator may be preventing you from using the app. Talk to your network administrator or the person who administers the computer youre using. The app may have been damaged in some way. Try reinstalling it. If the app came with your Mac, you may need to reinstall OS X to reinstall the app. If you still cant open the app, contact the apps manufacturer for help.

If you just installed OS X Mountain Lion, some apps may need to be updated or reinstalled to work correctly.

Docum ent doesn't open

Symptom A document or file doesn't open with the app you'd expect it to. Resolution Isolate the cause of the problem: 1. 2. 3. Try opening a different document within the app. Try opening the document from another app that supports the same document type. Try logging in as a different user. If the problem disappears, the problem could be improper preference settings or app support files in

the other user account. If the problem still appears, the app or its support files could be corrupted. Continue to the next step. 4. 5. Try removing the apps files from the app Support folders in /Library and USERNAME/Library. Instead of deleting these files during troubleshooting, first move them to an alternate location to see if this helps resolve the problem. If the problem still appears, move the files back to their original location and proceed. 6. Try deleting and reinstalling the app to restore the resource files that might have been corrupted or deleted.

W here is the user's Library folder?

The user's Library folder is deliberately hidden in OS X Mountain Lion to protect against accidental tampering. 1. 2. 3. Go to the User's Home Folder. Hold down the Option key. Go to: Finder > Go Menu > Library.

Troubleshooting Practice
A customer is reporting problems with her photo editing app. She has owned her Mac for three months. Everything has worked fine until this morning. Now, when she opens the app, color palettes, favorite filters and brushes are missing. She was going to edit photos of yesterday's lightning storms. Recent weather has caused widespread power outages. The customer has not recently installed or updated any software; nor has she upgraded the operating system. Why is her photo editing app behaving this way? Click to reveal answer. The customer's Mac was probably affected by the power outage. An improper shutdown can unusable files. In this case the preference files were probably corrupted. Resolution 1. 2. 3. Quit the app. Delete the Plist files for the app. Have the customer reconfigure her settings.

4. 5. 6. 7. 8. 9.

Restart the system and relaunch the app. Test to verify that her settings were stored. If not, continue to step 6. Boot from an external drive, CD/DVD or recovery partition. Run Disk Utility and repair disk. Reinstall the app. Install any app updates.

Learning Resources
! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
About incompatible software (Mac OS X v10.6, OS X Lion, OS X Mountain Lion) About Location Services in OS X Mountain Lion and Safari 6 About the Mac App Store Activity Monitor: Get information about processes Intel-based Mac: Some migrated applications may need to be updated Mac 101: Notification Center Mac App Store: App purchase doesn't appear to complete Mac App Store: Backing up your app purchases Mac App Store: Frequently Asked Questions (FAQ) Mountain Lion: About Gatekeeper OS X Lion: The app has been modified or damaged OS X Mountain Lion: Apps included with your Mac OS X Mountain Lion: Apps pane of Parental Controls preferences OS X Mountain Lion: Choose an app to open a document OS X Mountain Lion: If a document doesnt open with the right app OS X Mountain Lion: If an app freezes OS X Mountain Lion: If an app quits unexpectedly OS X Mountain Lion: If theres no app set to open a document OS X Mountain Lion: If you cant move an app OS X Mountain Lion: If you cant open an app OS X Mountain Lion: If you cant quit an app OS X Mountain Lion: If you cant use an apps services OS X Mountain Lion: If you need a new version of an app OS X Mountain Lion: Important app files to back up OS X Mountain Lion: Install, update, and uninstall apps OS X Mountain Lion: Learn to use apps OS X Mountain Lion: Open apps and documents OS X Mountain Lion: Quit an app OS X Mountain Lion: Reinstall apps that came with your Mac OS X Mountain Lion: Set firewall access for services and apps OS X Mountain Lion: Set limits on App Store and other apps OS X Mountain Lion: Shortcuts for working with apps OS X Mountain Lion: Take apps full screen OS X Mountain Lion: The app has been modified or damaged OS X Mountain Lion: Use Launchpad to view and open your apps OS X: Updating OS X and Mac App Store apps Software downloads: Frequently asked questions

Software update, upgrade--what's the difference?

Copyright 2012, AppleCare

Terms of Use Privacy Policy

Lion: File Systems

Introduction

OS X Mountain

This lesson covers the file system principles of OS X. This includes how hard drives (and other storage devices) are prepared for use with OS X; as well as the levels, folders and files of a volume. OS X Mountain Lion: File Systems is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! !
Describe how to prepare a hard drive or mass storage device for use with OS X Mountain Lion. Determine and resolve common file system issues. Identify associated files and folders associated to root and user levels. Locate and manage Library folders.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or

None

30 Minutes

Audience recertification.
All About Storage

Prerequisites

Time Required

Storage refers to the actual disk drive hardware. Storage comes in all shapes and sizes. Here are some examples.

Hard Drives Optical Media Flash Drives CompactFlash or Secure Digital (SD) Cards

What are Partitions?

W hat are Partitions?

Before space on any disk can be used, it must be partitioned. Partitioning is the process of dividing disk space into sections. These separate sections are called volumes. Each volume works like a separate disk and is assigned a partition scheme. One physical disk can treated as if it were multiple disks.

Disk space doesn't have to be divided. The user can choose to partition all the available space as one volume.

Reasons to partition a disk into m ultiple volum es

! ! !
Use one volume as the startup disk with applications and working files, and other disks as a place to back up or archive files. Different versions of the OS X are used. You plan to run a compatible version of Microsoft Windows on your Mac using Boot Camp. (Boot Camp assistant will partition the drive for you)

Hidden bootable partition

OS X Recovery creates a bootable partition on the computer's startup drive during installation. The recovery partition is hidden. It will not mount on the desktop nor will it appear in Disk Utility. Refer to the OS X Mountain Lion: Recovery course for more information.

Partition Map Schemes

Partition map schemes define how data is organized on a storage disk. There are three different types: 1. GUID (Globally Unique Identifier) This is the default partition scheme used by Intel-based Macs. This is also the only partition scheme that allows Intel-based Macs to start up. Also known as GPT (GUID Partition Table). 2. APM (Apple Partition Map) Default partition scheme used by PowerPC-based Macs. This is also the only partition scheme that allows PowerPC-based Macs to start up. However, all Intel-based Macs can also access this type of partitioning. 3. MBR (Master Boot Record) The default partition scheme used by most non-Mac computers, including Windows-compatible PCs. This is the default partition scheme you will find on most new pre-formatted storage drives. Even though no Mac can start up from this type of partitioning, all Macs can access this type of partitioning.

O S X M ountain Lion Requirem ent

OS X Mountain Lion can only be installed onto internal and external hard drives that use the GUID Partition Table scheme. Use Disk Utility to change the partition scheme.

Volume Formats

Formatting is the act of creating a file system on a volume. This is necessary so that the operating system can store and retrieve data on that volume. 1. Mac OS Extended (Journaled) This is the default volume format for OS X. It is a derivation of the Mac OS Extended format that adds advanced file system journaling to help preserve volume structure integrity. 2. Mac OS Extended, Journaled, Case-Sensitive This volume format adds case-sensitivity to the file system. Normally Mac OS Extended is casepreserving but case-insensitive. This means that a normally formatted Mac volume will remember what case you chose for the characters of a file's name, but it cannot differentiate between similar file names where the only difference is the case. In other words, it would not recognize "MYfile" and "myfile" as different filenames. The Case-Sensitive option would recognize "MYfile" and "myfile" as different filenames. The casesensitivity option is normally not used when setting up a Mac for normal OS X use. Case-sensitive file systems are typically only used in situations where file name case sensitivity is required, such as with legacy UNIX applications and scripts that require (or were only designed for) case sensitive file systems. 3. MS-DOS (FAT) Used for 32GB or less disks that will be used with a Windows computer.

4.

ExFAT Used for disks larger than 32GB that will be used with a Windows computer.

5.

Free Space

Recom m ended Form at

For greater reliability, use the Mac OS Extended (Journaled) format. Journaling is recommended for all Mac computers as a preventative measure against file corruption. The case-sensitivity option is normally not used for normal OS X use. Case-sensitive file systems are typically only used in situations where file name case sensitivity is required, such as with legacy UNIX applications and scripts that require (or were only designed for) case sensitive file systems.

Partitioning: Step-by-Step

W arning
Partitioning a disk erases all the files on the disk. Be sure to copy any files you want to keep to another disk before you partition the disk. If you are partitioning an external disk, make sure its connected to your computer, and then go to step 3. 1. 2. 3. 4. Choose Apple menu > Restart. Hold down the "Command" and "R" keys as your computer restarts. When you see a white screen with an Apple logo in the middle, you can release the keys. When the Language Chooser appears, select your language and then click the Continue button (looks like an arrow). Run Disk Utility. Select the disk that you want to partition. Click Partition.

5. 6.

Choose the number of partitions from the Partition Layout menu. Click each partition and type a name for it, choose a format, and type a size. You can also drag the divider between the partitions to change their sizes. If a partitions name has an asterisk beside it, its shown larger than its actual size in order to display its name clearly.

7. 8.

If youll be using a partition as an OS X startup disk, click Options, and choose the GUID partition scheme. Click Apply.

Choosing a Startup Disk

If you partitioned the disk and installed different operating systems onto the volumes, you change your startup disk by:

! !

Going to System Preferences > Startup Disk. Select the system you wish to use or Holding down the Option key as your restart the Mac. When you see the available startup disks, select one. These two techniques can also be used to startup from a CD, DVD or external hard drive.

Root Level Structure

Now that we have covered how a hard drive is prepared for use with an operating system, we will take a look at its structure. Upon installing OS X onto a hard drive (or unboxing a Mac for the first time), you will notice that the startup volume is named "Macintosh HD" by default. At the top of the file and folder hierarchy is the "root level".

The primary folders at the root level are:

Applications Library System Users

Applications When local users install an application, it will be installed here by default. Inside the Applications folder is a folder called "Utilities". It contains specialized applications to help analyze, configure, optimize and maintain the computer.

Library The root level Library folder contains important support files (such as fonts and preferences) used by OS X and applications. The files contained here support all local users. This folder should not be confused with a user's own Library folder. Only administrators can make changes to the contents of this folder.

System This folder contains resources required by the operating system. It is very rare that any user should need to make changes to the contents of this folder. Administrators must re-authenticate and enter their passwords to make changes to the contents of this folder.

Users The Users folder houses all the content for each user account on the Mac; each user has a separate Home folder that's named after his or her user account name. A folder named "Shared" also resides in this directory. Make items available to all the users of the Mac by placing it in the Shared folder.

User Level Structure

When a user account is created, OS X creates a Home folder for that user. The Home folder (titled after your user name) can be found in the root level "Users" folder found at the root level. This folder cannot be accessed by other users.

Each Home folder contains a series of subfolders (created at the same time the user account is created).

Desktop Documents Downloads Movies

Music Pictures Public

Desktop It is common and often convenient for users to keep files in this folder, as they appear on the Finder's desktop (when that user is logged in). When accessed otherwise, such as remotely over a network, desktop files appear inside this folder.

Documents This is the default storage location for any user-created document type that does not have a dedicated folder.

Downloads This folder is the default location for all Internet applications (such as Safari and Mail) to store downloaded files. Sequestering all Internet downloads to this folder also makes it much easier for virus and malware protection utilities to identify potentially harmful files.

Movies This folder is the default location for all movie file, such as those iMovie or iDVD projects.

Music This folder is the default location for all audio files, such as those in the users iTunes music library.

Pictures This folder is the default location for all pictures files, such as those in the user's iPhoto library.

Public This is the default location for users to share files with others. Everyone who has access to a computer locally or via network file sharing can view the contents of this folder. There is a Drop Box folder inside this folder where others can place files that only the owner of the home folder can use.

Applications is not a default user folder. It gets created when a user installs a user specific application.

W here is the user's Library folder?

The user's Library folder contains files used by OS X and apps. It stores personal fonts and preferences and is deliberately hidden. This was done to protect the user from accidently tampering with preference, system or application resources. If you need to open it, make sure you are in the Finder, hold down the Option key, and then choose Go > Library. Note: This folder should not be confused with the root-level library folder. Each carries out a different function which will be covered in the next section. Please refer to the next section which covers Library folders in greater detail.

In addition to the user's library folder, select files and folders that support the system will not appear in Finder windows. These system support items are exclusively used by OS X and would only be confusing to ordinary users. To view these files and folders, go to Finder > Go Menu > Go to Folder, or use Spotlight (use the invisible attribute). Although these items should not be moved or deleted, an administrator can make changes to these files.

Library Folders

Library folders contain support files used by OS X and apps (such as fonts, plug-ins, and preferences). There are at least three and sometimes four Library folders in a typical OS X installation. Each has a slightly different purpose. 1. Root Level Library folder (/Library) System-wide resources that are not installed by the operating system are added to the /Library folder. For example, fonts for all users are installed in /Library/Fonts. Any resources placed in this folder are available to all local user accounts. By default, only administrative users can make changes to local resources. 2. User Level Library folder (/Users/~/Library) Since OS X is a multi-user system, each user has separate resources, such as personal fonts. These resources are stored in the Library folder found in each users home folder. Resources are placed here are only accessible to that specific user and is not accessible by others. This makes it easy to back up and restore all of the documents and preferences for each user. 3. System Library folder (/System/Library) The system domain encompasses all the items necessary to provide core system functionality. For example, system fonts needed for core system apps such as the Finder are stored in /System/Library/Fonts. There are many hidden items at the root of the system volume that make up the system resource domain, but the only one you will see in the Finder is the root System folder with its Library folder within. In most cases, you do not need to add any resources here. 4. Network Library folder (/Library/Network/Library) This folder does not normally exist in a typical OS X installation. OS X can access system resources and applications from a network file share. Administrators must configure an auto-mounted share in order to enable the Network resource domain.

W hy all the Library folders?

With up to four different domains containing resources, there is a strong likelihood for overlap in resources. In other words, there may be multiple copies of similar resources available to the system and

user at any given time. OS X is designed to handle this by searching for resources from the most specific location (those in the user domain), then to the less specific (those in the local domain), and on to the least specific (those in the system and network domains). Example: If multiple versions of a particular font are found (one in the local Library and one in the user's Library), the copy in the user's Library will be the one used because it is in the most specific location. Segregating resources into multiple domains provides increased administrative flexibility, resource security, and system reliability. Resource domains are more flexible because administrators can choose to allocate certain resources to all users or just specific users. It's more secure because standard (nonadministrator) users can only add resources to their own home folder and cannot access other users' resources. Finally, it's more reliable because, in most cases, you don't have to make changes to core system functionality in order to provide more services.

Avoid App Issues

Don't move or change the name of installed folders and applications. If you change the name of the /Users/~/Library folder, you may lose preference settings for OS X and apps. OS X will automatically create a new Library folder. If this happens and you want to restore preferences, drag the new Library folder to the Trash and rename the old folder "Library."

Boot Camp

Boot Camp allows you to install and run Microsoft Windows 7 Home Premium, Microsoft Windows 7 Professional or Microsoft Windows 7 Ultimate on your Intel-based Mac computer, using a Microsoft Windows installation disc that you provide. Boot Camp Assistant (located in the Utilities folder) will create a specialized driver disc (for Windows), set up a Windows partition on your computers hard disk, and then start the installation of your Windows software. To complete the Boot Camp installation, you install Boot Camp drivers to enable Windows on your Mac.

After running Boot Camp Assistant and installing Microsoft Windows and Boot Camp drivers, press and hold the Option (Alt) key while you start up your Mac to switch between Microsoft Windows and OS X operating systems. Use the Startup Disk control panel in Windows or OS X Startup Disk preferences to set the default operating system to use each time the computer starts up.

How to create a W indows partition

Boot Camp Assistant should be used specifically to create a partition for Microsoft Windows. The utility works only with an Intel-based Mac that has a single hard disk partition. Boot Camp Assistant creates a second partition on your existing startup disk for the Microsoft Windows operating system, or allows you to install Microsoft Windows on another drive if you have more than one internal hard drive installed. You can use Boot Camp to install Windows on any internal hard drive, but not on an external hard drive. Note: Boot Camp Assistant will not erase your existing partition or existing OS X installation when it creating a new partition for Microsoft Windows.

Learning Resources
! ! ! ! ! ! ! ! ! ! !
Boot Camp 4.0, OS X Lion and Mountain Lion: Frequently asked questions OS X Mountain Lion: Eject a disk OS X Mountain Lion: Rename your hard disk OS X Mountain Lion: Change your startup disk OS X Mountain Lion : What are pathnames? OS X Mountain Lion : Get information about a disk Firmware updates for Intel-based Macs require a GUID partition scheme Mac OS X: About file system journaling Startup Manager: How to select a startup volume Starting from an external USB storage device (Intel-based Macs) What's the difference between a "disc" and a "disk?"
Copyright 2012, AppleCare

Terms of UsePrivacy Policy

OS X Mountain Lion: iCloud

Introduction

This lesson covers iCloud and how it is integrated with OS X Mountain Lion. OS X Mountain Lion: iCloud is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! !
Describe how iCloud is integrated with OS X Mountain Lion. Explain the services offered by iCloud and identify any special requirements. Comprehend the relationship between Apple IDs and iCloud accounts. Locate resources needed to troubleshoot and resolve iCloud and Apple ID issues.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or

OS X Mountain Lion: Installation, Applications,

15 Minutes

Audience recertification.
What is iCloud?

Prerequisites and File Systems

Time Required

iCloud is built into OS X Mountain Lion. It stores your music, photos, apps, contacts, calendars, and other content. It lets you access your content from whatever devices youre on.

iCloud wirelessly pushes content to your iOS 5 (or later) devices and computers. Theres no need to dock your iOS device or sync it to your computer.

Exam ples
! ! !
If you buy a song in iTunes on a Mac or Windows computer, it appears on your iPod touch and iPad. When you snap a photo on your iPhone its automatically sent to your iPad. You can start creating a Pages document on your iPhone, and put the finishing touches on it from your iPad.

iCloud Services

iTunes in the Cloud Music you purchase in iTunes appears automatically on your devices. You can also download your past music or TV show purchases.

! !

iTunes in the Cloud availability varies by country. Enable automatic downloads for music, apps, and books. Requires iTunes 10.5 or later. 1. 2. Open iTunes and choose Preferences. Click Store and select Music, Apps, and Books.

Photo Stream When you take a photo on one iOS device, it automatically appears on your other devices with no syncing required.

Photos can be downloaded or copied to the local computer from the Photo Stream.

Documents in the Cloud If youve installed an app that supports Documents in the Cloud on more than one device, iCloud automatically keeps your documents up to date across your devices.

New to OS X Mountain Lion: Documents from Pages, Numbers and Keynote can be saved directly to iCloud.

Apps and Books Apps and books that you purchase appear on your iOS devices automatically. You can also download your past purchases of apps and books.

Enable automatic downloads for apps, and books. Requires iTunes 10.5 or later. 1. 2. Open iTunes and choose Preferences. Click Store and select Apps, and Books.

Backup iCloud automatically backs up your iOS device daily over Wi-Fi when its connected to a power source and the device is screen-locked. iCloud backs up your purchased music and TV shows, apps, books, Camera

Roll, device settings, app data, Home screen and app organization, messages (iMessage, SMS, and MMS), and ringtones.

Backup of purchased music is not available in all countries.

Contacts, Calendar, Mail iCloud stores your calendars and contacts and automatically keeps them up to date across your devices. With iCloud, you can also get a me.com email account that pushes new messages to your devices. iCloud also stores and updates your bookmarks, reminders, and notes.

Find My iPhone, iPad, iPod touch, or Mac If you misplace your iPhone, iPad, iPod touch, or Mac, you can use Find My iPhone to help you find its location on a map, play a sound at full volume, send a message, lock the screen, or erase its data. You can use the Find My iPhone web application at icloud.com on any computer, or download and use the free app on your iOS device.

When changing ownership of a computer, remove it from the iCloud device list. While connected to the Internet: 1. 2. 3. Go to Apple Menu > System Preferences > iCloud Deselect Find My Mac Sign out of iCloud.

Find My Friends Use the free Find My Friends app on your iOS 5 device (iPhone, iPad, or iPod touch) to easily locate your friends and family.

Back to My Mac Using Back to My Mac, you can securely connect to your remote Mac from another Mac over the Internet, and access files or control its screen.

Back to My Mac requires that file sharing and screen sharing is turned on. To turn on sharing services, open Sharing preferences.

Set up iCloud
1. 2. Choose Apple menu > System Preferences. Click iCloud.

3.

Enter your Apple ID.

4.

After your name and password are verified, select the services you want to use and deselect the services you dont want to use.

The first screen you will encounter will allow you to select services as a group.

Next is the standard screen, which will allow you to select services individually.

iCloud can also be configured and enabled during the initial setup of a new Mac computer.

Setup instructions for iO S devices and PCs

Refer to the iCloud set up website for detailed instructions.

Im portant
! !
Use the same iCloud account information on each device you set up. Services including Back to my Mac and Find My Mac can only be selected or deselected using the iCloud System Preference.

Apple IDs and iCloud

An Apple ID is the email address you use as a login for just about everything you do with Apple, including:

! ! !

Using iCloud to store your content Buying songs from the iTunes Store Downloading apps from the App Store When you set up your iPhone, iPad, or iPod touch, you use the same Apple ID for iCloud services and purchases on the iTunes Store, App Store, and iBookstore.

Using one Apple ID for Store purchases and iCloud (recom m ended)
Using the same Apple ID for store purchases and iCloud is recommended for most users. Enter the same Apple ID in: 1. 2. Apple menu > System Preferences > iCloud iTunes > iTunes Store

Using two different Apple IDs for iCloud and Store Purchases

It is possible to use one Apple ID for iCloud services and another Apple ID for store purchases (including iTunes in the Cloud and iTunes Match). However, you will get all the benefits of iCloud whether you use the same Apple ID for iCloud and store purchases, or different IDs for each. 1. 2. Enter the Apple ID you want to use for iCloud in Apple menu > System Preferences > iCloud. Enter the Apple ID you want to use for store purchases (including iTunes in the Cloud and iTunes Match) in iTunes > iTunes Store.

Im portant
!
You can use iCloud Mail, Notes, Contacts, Calendars, and Reminders with multiple accounts. However, iCloud Bookmarks, Photo Stream, Documents in the Cloud, Backup (iOS), Back to My Mac (OS X), and Find My iPhone, iPad, iPod touch, or Mac can only be used with one account at a time. Refer to KB Article TS4020 for more information.

Once a device or computer is associated with your Apple ID, you cannot associate that device or computer with another Apple ID for 90 days. Refer to KB Article HT4627 for more information.

Frequently Asked Questions

Can I merge multiple Apple IDs into one? You cannot merge two or more Apple IDs into a single one. You can, however, use one Apple ID for iCloud services and another Apple ID for store purchases (including iTunes in the Cloud and iTunes Match). Can I change the name of my Apple ID? Yes. For example, if you get a new email address, you can change your Apple ID from your old address to your new address. Follow the steps in KB Article HE40. Note: @mac.com and @me.com Apple IDs cannot be renamed. I have purchased music, apps, or books with multiple Apple IDs. How can I get all of this content onto my iOS device? First, you need to copy all of your purchased content so it is on the same computer (Mac or PC) with iTunes. This computer should be the one you sync your device with. For more information on how to move your content, refer to article HT1373 (Mac) or HT1727 (PC).

Next, authorize your computer to play content with each Apple ID in iTunes. Once your computer is authorized for all your content, it can be synced to your iPhone, iPad, or iPod touch. How do I restore an iOS device from an iCloud Backup if I use different Apple IDs for iCloud and store purchases? When you are first prompted for your Apple ID during the restore process, enter the Apple ID you use for iCloud. After your device restarts, you will be presented with another Apple ID prompt before items from the App Store and iBookstore begin restoring. This time, sign in with the Apple ID you use for store purchases.

Turn iCloud Off

Stop using an iCloud service

You can change which iCloud services youre using by turning them on or off in iCloud preferences. 1. 2. Choose Apple menu > System Preferences, and then click iCloud. To turn off a service, deselect the checkbox beside it.

Turning off services removes information stored in iCloud from your Mac apps. The information remains stored in iCloud and available on your other devices that still have the services turned on. To see your information reappear in your Mac apps, just turn on the services again.

Effect of turning off each service

!
Mail Mail stored in iCloud is removed from the Mail app. Mail you moved to mailboxes on your Mac remains. Contacts Choose to remove contacts stored in iCloud, or keep a copy in your Contacts app (theyre no longer kept up-to-date with iCloud. Calendars & Reminders Events and reminders stored in iCloud are removed from the Calendar and Reminders apps. Notes stored in iCloud are removed from the Notes app. Safari The Safari app keeps a copy of your bookmarks and Reading List, but they're no longer kept up-to-date with iCloud. Documents & Data Apps can no longer access documents stored in iCloud. Note: Before stopping Documents & Data you can save local copies of documents stored in iCloud, by opening each app that you used to create the documents, and then saving each document on this Mac. The local copies are not updated automatically if you use another computer or device to make changes to the versions stored in iCloud.

Disabling all iCloud services

Log out of iCloud completely when:

! ! !

when a user is transferring ownership selling or disposing a Mac computer user wishes to turn disable all iCloud services 1. Choose Apple menu > System Preferences, and then click iCloud.

Click Sign Out.

Service related warnings will appear.

iCloud Preference pane reverts to sign in.

iCloud Help and Support

More information on how to use iCloud is available in iCloud Help. Click on Help found on iCloud.com:

Refer to the iCloud support website for additional resources, advanced information and troubleshooting:

Troubleshooting Practice

Julissa took vacation photos on her iPhone. She would like to view the photos on her iMac. She has enabled Photo Stream, but the vacation photos don't appear. The iMac is connected to the Internet. You verified that both the iMac and iPhone have Photo Stream enabled. What is causing the issue? Click to reveal answer. Julissa is probably using two different Apple IDs. One for her Store purchases and another for iCloud. Be sure that the same Apple ID is being used on each device.

Learning Resources
! ! ! ! ! !
Apple IDs and iCloud About Back to My Mac security with iCloud Creating an iCloud account: Frequently Asked Questions iCloud: Change your iCloud account password iCloud: How to back up iCloud data iCloud: iCloud security and privacy overview

! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !

iCloud: If you cant sign in to icloud.com iCloud: Photo Stream Troubleshooting iCloud: System requirements iCloud: Troubleshooting creating backups iCloud: Troubleshooting Documents in the Cloud iCloud: Troubleshooting Find My Friends iCloud: Troubleshooting Find My iPhone, iPad, iPod touch, or Mac iCloud: Troubleshooting iCloud Bookmarks iCloud: Troubleshooting iCloud Calendar iCloud: Troubleshooting iCloud Contacts iCloud: Troubleshooting iCloud Mail iCloud: Troubleshooting restore issues with iCloud Backup iCloud: Troubleshooting storage issues iCloud: Using and troubleshooting iCloud Tabs iCloud: View or change your iCloud account information iCloud: What is iCloud? OS X Mountain Lion: iCloud preferences OS X Mountain Lion: Mail, Contacts & Calendars preferences OS X Mountain Lion: Set up iCloud, Twitter, and other web service accounts OS X Mountain Lion: Set up Photo Stream on a Mac OS X Mountain Lion: Sign in to iCloud OS X Mountain Lion: Start or stop using an iCloud service on your Mac OS X Mountain Lion: Store your content in iCloud iTunes for Mac: How to copy purchases between computers iTunes for Windows: How to copy purchases between computers iTunes Store: Associating a device or computer to your Apple ID Safari 6 (OS X Mountain Lion): See your tabs from iCloud Using and troubleshooting Back to My Mac with your iCloud account
Copyright 2012, AppleCare

Terms of Use Privacy Policy

Lion: Installation
Introduction

OS X Mountain

This lesson covers the requirements, upgrade procedure and installation process for OS X Mountain Lion. OS X Mountain Lion: Installation is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! !
Describe the minimum specifications required for OS X Mountain Lion. Explain the OS X Mountain Lion upgrade and installation processes. Determine and resolve common installation issues. Explain how data can be migrated from a Computer or iCloud.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

None

30 Minutes

General Requirements
Mac OS

10.6.8 or later Memory

2GB Available Space

8GB Some features require:

! !

Apple ID Compatible Internet service provider

Check the specs

Although a Mac will run OS X Lion, it may not run OS X Mountain Lion. Carefully check to confirm that the Mac is an OS X Mountain Lion supported model and meets the required specifications.

Supported Models

iMac Mid 2007 or newer

MacBook Late 2008 Aluminum, or Early 2009 or newer

MacBook Pro Mid/Late 2007 or newer

MacBook Air Late 2008 or newer

Mac Mini Early 2009 or newer

Mac Pro Early 2008 or newer

Xserve Early 2009

Feature Requirements

Power Nap
! ! ! !
MacBook Air (Mid 2012) MacBook Air (Mid 2011) MacBook Air (Late 2010) with OS X Mountain Lion v10.8.2 or later MacBook Pro (Retina, Mid 2012)

An SMC update is required to gain all the functionality of Power Nap. Refer to KB Article HT5394 for more information.

Dictation
! !
Microphone (built in or external) Broadband Internet connection

AirPlay M irroring
! ! ! ! !
Second-generation Apple TV or later iMac (Mid 2011 or newer) Mac mini (Mid 2011 or newer) MacBook Air (Mid 2011 or newer) MacBook Pro (Early 2011 or newer)

AirDrop
! ! ! ! ! !
MacBook Pro (Late 2008 or newer) MacBook Air (Late 2010 or newer) MacBook (Late 2008 or newer) iMac (Early 2009 or newer) Mac mini (Mid 2010 or newer) Mac Pro (Early 2009 with AirPort Extreme card, or Mid 2010)

Gestures
! !
Multi-Touch trackpad, Magic Trackpad, or Magic Mouse VoiceOver Gestures require a Multi-Touch trackpad or Magic Trackpad

FaceTim e
! ! !
Built-in FaceTime camera, iSight camera (built in or external), a USB video class (UVC) camera, or a FireWire DV camcorder 128-Kbps upstream and downstream Internet connection Supported Intel-based Mac (required to receive HD video calls) HD video calls: Requires a built-in FaceTime HD camera and a 1-Mbps (minimum) upstream and downstream Internet connection.

Boot Cam p
! !
New Boot Camp installations require Windows 7 Supports existing Boot Camp installations with Windows XP Service Pack 2, Windows Vista, or Windows 7

Exchange Support
! !
Microsoft Exchange Server 2007 Service Pack 1 Update Rollup 4 or Exchange Server 2010 Auto-setup requires enabling the Autodiscovery feature of Microsoft Exchange Server

Initial Setup
When a new Mac is started for the first time, Setup Assistant will help the user configure settings, transfer information from another Mac or Windows PC, and register the computer.

Setup assistant w ill also appear under these situations

! !
When a startup disk is reformatted, and OS X Mountain Lion is reinstalled When a computer's hard drive is replaced and OS X Mountain Lion is installed

Upgrade Procedure
This procedure applies to existing Mac computers upgrading to OS X Mountain Lion. 1. 2. Confirm that the Mac is a supported model and meets general requirements. Verify that Lion (10.7.x) or Snow Leopard (10.6.x) is installed. If Lion (10.7.x) is installed, continue to step 4.

3.

If running Snow leopard (10.6.x), update to version v10.6.8.

4.

Open Mac App Store.

5.

Buy and download Mountain Lion.

6.

Follow the onscreen instructions to install it.

External Drive Installation

Although the default disk for OS X Mountain Lion installer is the startup volume, users may choose to install OS X to an external storage. Important: The disk needs to use the GUID partition scheme and Mac OS Extended (Journaled) volume format. Disks that are partitioned using any other scheme will need to be repartitioned.

Check an external disks partition schem e

If the Installer wont let you install OS X on an external disk, check its partition scheme. 1. 2. Open Disk Utility, and then select the disk from the list on the left. Choose File > Get Info, and look for the Partition Map Scheme.

Dont see the Partition M ap Schem e?

You may have selected the volume instead of the disk. (Disks are flush left, with their volumes indented below them.)

Repartition an external disk to install OS X M ountain Lion

W arning
To avoid data loss, all important data should be backed up before repartitioning the disk.

1. 2. 3.

Open Disk Utility. Choose the disk you want to partition from the list on the left, and then click the Partition tab. Choose the number of partitions you want from the Volume Scheme pop-up menu, and then click Options. Its OK to create only one partition.

4.

Select GUID Partition Table, and then click OK.

5.

Set any other options, such as names and formats for the partitions, and then click Apply.

Data Migration Overview

Using Migration Assistant, files can be transferred from a Mac, PC, disk or Time Machine backup.

W here's M igration Assistant?

Migration Assistant can be found here:

! ! !

Utilities folder During the initial setup of a new Mac For PCs, a download is required (KB Article DL1557)

W hen can M igration Assistant be used?

Migration Assistant can be used at any time to transfer information.

Data Migration (Mac)

To use a FireWire or Thunderbolt cable: Connect the cable to the two computers; hold down the T key while restarting the Mac that contains the information you want to transfer. To use an Ethernet cable: Connect the cable to the two computers. To use a wired or wireless network: Make sure your computers are connected to the same network.

Data M igration Steps

1. 2. 3. 4. Open Migration Assistant. Select From a Mac, PC, Time Machine backup, or other disk. Select From a Mac or PC, and then follow the onscreen instructions. In the Select Items to Migrate pane, select what you want to transfer.

To transfer user accounts, which include all of the users pictures, movies, music, documents, downloads, email messages, contacts, and calendars, select the checkbox next to the users name.

! ! !
5.

To transfer your apps, select the Applications checkbox. Any apps that are incompatible with the Mac youre transferring information to, or that have newer versions installed on the Mac, may not be transferred or may not be usable. To transfer your computer settings (for example, your desktop picture and screen saver settings), select the Computer checkbox (in Settings).

Click Continue to begin the transfer.

Transfer info to a M ac
Transfer files from a Mac anytime, using the same connections methods. 1. 2. Open Migration Assistant. Select To a Mac, and then follow the onscreen instructions.

Data Migration (PC)

Files from a PC can be transferred over a wired or wireless network. Both computers must be connected to the same network.

Data M igration Steps

1. 2. 3. Download Migration Assistant onto your PC from the Apple website. It is found in KB Article DL1557. Open Migration Assistant on your PC, and then follow the onscreen instructions. After you verify that the same passcode is displayed on both computers, on your Mac select the information you want to transfer.

! To transfer user accounts, which include all of the users pictures, movies, music, documents,
downloads, email messages (from POP and IMAP accounts), contacts, calendars, purchased iPhone or iPod apps, bookmarked websites, and settings, select the checkbox next to the users name.

! The users desktop picture, language, and location are transferred when you select the Settings
checkbox (in a user account). Network settings and passwords arent transferred.

! If you have POP email accounts, Migration Assistant can transfer email messages from Microsoft
Outlook Express and Outlook on Windows XP, Outlook on Windows Vista, and Outlook and Windows Live Mail on Windows 7 only from the logged-in user.

! Migration Assistant can transfer contacts from Microsoft Outlook on Windows XP, Windows Vista,
and Windows 7 only from the logged-in user.

4.

Click Continue to begin the transfer.

Find the transferred inform ation on the M ac

If you had a custom desktop picture on your PC, it is set automatically as your desktop picture on your Mac.

Your email accounts, which include your email messages and attachments, are set up in Mail.

Your contacts are in Contacts.

Your calendar accounts, which include your meetings and events, are set up in Calendar.

Your web browsers bookmarks, favorites, and homepage are set up in Safari.

If your music was in iTunes on your PC, your music is in iTunes on your Mac.

Files from the My Documents (Documents), My Videos (Videos), My Music (Music), or My Pictures (Pictures) folders are in the Documents, Movies, Music, or Pictures folders in the Finder, respectively. Files from the PCs desktop are on the desktop on your Mac.

Data Migration (Other Disk)

You can transfer information from:

! ! ! !

Another disk on your Mac Disk connected to your Mac Disk on the same network as your Mac Another Mac thats connected to your Mac using a FireWire or Thunderbolt cable

Transferring inform ation using a FireW ire or Thunderbolt cable

First, connect the cable to the two computers. Next, hold down the T key while restarting the Mac that contains the information you want to transfer, and then follow the steps below on your other Mac.

Data M igration Steps

1. 2. 3. 4. 5. Open Migration Assistant. Select From a Mac, PC, Time Machine backup, or other disk. Select From a Time Machine backup or other disk. Select the disk. Select the information you want to transfer.

! To transfer user accounts, which include all of the users pictures, movies, music, documents,
downloads, email messages, contacts, and calendars, select the checkbox next to the users name.

! To transfer apps, select the Applications checkbox. ! Any apps that are incompatible with the Mac youre transferring information to, or that have
newer versions installed on the Mac, may not be transferred or may not be usable.

! To transfer your computer settings (for example, your desktop picture and screen saver settings),
select the Computer checkbox (in Settings).

! To transfer your network settings, select the Network checkbox (in Settings). Note: If youre
transferring information over a wired or wireless network, your network settings wont be transferred. 6. Click Continue to begin the transfer.

Symptoms & Fixes

"Som e features of M ac OS X are not supported for the disk (volum e nam e)" appears during installation
Symptom This message means the installer cannot create the Recovery system on your hard disk. Recovery offers on-disk recovery tools, allows you to restore from Time Machine backups, reinstall OS X via the Internet, or set a firmware password. Recovery is not needed to install and run OS X, or to access most of its capabilities and new features.

When does this message appear? Usually, this message appears in one of two scenarios: 1. or The disk you are installing on is a RAID volume

2.

The disk has a non-standard Boot Camp partition setup, in which further partitioning was performed after running Boot Camp Assistant, or the configuration that Boot Camp Assistant created was manually modified

What will happen if I continue to install? Recovery is not needed to install and run OS X, or to access most of its capabilities and new features, but some features are not available without a Recovery partition installed on your computer. You will be able to run OS X and all your favorite, compatible software titles. Many of the new features of OS X will be available to you. You won't be able to use FileVault disk encryption to secure your data. You won't have the on-disk utilities for disk repair and setting a firmware password.

RAID Volum es
When OS X Mountain Lion is installed onto a RAID volume it will not create a Recovery HD partition. The option to encrypt the entire disk is also not available.

Cannot install on a volum e used by Tim e M achine for backups

Symptom You may be unable to install Mac OS X v10.6 or later on a volume (disk) that Time Machine uses, or used in the past, for backups. Resolution

Im portant
Before proceeding, you should have a current Time Machine backup on a different disk.

If you do not need the backups that are located on your installation volum e
Erase the volume with Disk Utility instead of following the steps listed below. Erasing the disk will result in all loss of all data on it, so be sure you have backup copies of any data before erasing. Follow these steps so that you can install on the disk. 1. 2. Start up from the disk you want to install on. Move the "Backups.backupdb" folder from the root level of your hard drive to the Trash. Enter your admin password if prompted. Important: Do not empty the Trash unless you have a backup on a different disk and want to delete the Time Machine backups from this disk. 3. 4. Move the "Backups.backupdb" folder from the Trash to the desktop. Install.

Troubleshooting Practice

Scenario
Samantha has OS X Lion installed on her Mac mini (Mid 2007). The computer is equipped with:

! ! !

2.0GHz Intel Core 2 Duo processor 2GB of memory Over 50GB of available hard drive space Can she upgrade to OS X Mountain Lion? Click to reveal answer. Samantha cannot upgrade to OS X Mountain Lion. The Mac mini (Mid 2007) is not supported by OS X Mountain Lion. Although a Mac will run OS X Lion, it may not run OS X Mountain Lion. Carefully check to confirm that the Mac is an OS X Mountain Lion supported model and meets the required specifications.

Learning Resources
! ! ! ! ! ! !
About incompatible software (Mac OS X v10.6, OS X Lion, OS X Mountain Lion) About Windows Migration Assistant Finding your Mac OS X version and build information How to install Lion or Mountain Lion on multiple computers How to use Migration Assistant to transfer files from another Mac Intel-based Mac: Some migrated applications may need to be updated Mac App Store: Frequently Asked Questions (FAQ)

! ! ! ! ! ! ! !

Mountain Lion: About Power Nap OS X Mountain Lion - Technical Specifications OS X Mountain Lion: Transfer files between two computers using target disk mode OS X Mountain Lion: Transfer your information from a PC OS X: "Some features of Mac OS X are not supported for the disk (volume name)" appears during installation OS X: Cannot install on a volume used by Time Machine for backups System requirements for OS X Mountain Lion Windows Migration Assistant
Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Networking

Introduction

This lesson covers networking, connections and related features of OS X Mountain Lion. OS X Mountain Lion: Networking is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! !
Explain the different network connection types. Determine and resolve common network and connectivity issues. Configure a Mac to protect against unwanted incoming connections. Implement file sharing and other related services on a Mac (including AirDrop). Describe how to connect to network services, shared computer, servers and printers.

Audience

Prerequisites

Time Required

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

Key Terms and Concepts

OS X Mountain Lion: Startup Process

45 Minutes

Here are some key terms and concepts associated with OS X networking: Addressing A scheme determined by network protocols for identifying the sending device and receiving device for any given item of information on a network. Bonjour Bonjour is Apple's implementation of the Zero Configuration Networking Standard. Bonjour uses industry standard IP protocols to allow devices to automatically discover each other without the need to enter IP addresses or configure DNS servers. Bonjour is a software component running in Macs with Mac OS X and in AirPort base stations and Time Capsule products. DHCP Abbreviation for Dynamic Host Configuration Protocol. A protocol used to distribute IP addresses to client computers. Each time a client computer starts up, the protocol looks for a DHCP server and then requests an IP address from the first DHCP server it finds. The DHCP server checks for an available IP address and sends it to the client computer along with a lease period indicating the length of time for which the client computer may use the address. DNS Abbreviation for Domain Name System. A distributed database that maps IP addresses to domain names. A DNS server, also known as a name server, keeps a list of names and their associated IP addresses. Dynamic IP address An IP address that is assigned for a limited period of time or until the client computer no longer needs the IP address. Ethernet A 10/100/1000 megabits-per-second (Mbit/s) network standard. A protocol for communication and file transfer across a network. IP Abbreviation for Internet Protocol. A computer's unique Internet address, such as 128.223.32.35, that identifies it on a TCP/IP-protocol network. Many computers also have domain names assigned to them that represent IP addresses as words that are easier to remember, such as apple.com.

IPv6 An extended scheme of IP addresses, using 128-bit IP addresses, that allows for more IP addresses than current system, IPv4, which uses 32-bit IP addresses. LAN Acronym for Local Area Network. Also, a port on AirPort base stations and Time Capsules that is typically used for connecting wired Ethernet computers or printers to the base station. This allows them to communicate with wireless computers, to share an Internet connection, or both. Link Any data transmission medium (like wires, infrared waves, or radio waves) shared by a set of nodes and used for communication among the nodes. MAC Address Another name for the Ethernet hardware address of the wireless network interface on a Mac, AirPort base station, or Time Capsule. This MAC address can be used to grant a computer access to a secured Wi-Fi network that employs MAC address access control. MAC stands for Media Access Control. mDNS Abbreviation for Multicast Domain Name Service. Part of the Bonjour protocol in Mac OS X, mDNS is used for discovery of services on the local network. NAT Acronym for Network Address Translation. A technique sometimes used so that multiple computers can share a single IP address.? Node Any computer, printer, or other electronic device that could potentially communicate with another. Non-routable address An IP address within the range of addresses defined for a private network. There are three designated IP address ranges of private networks (one for each class of IP address):

! ! !

10.0.0.0 10.255.255.255 (class A) 172.16.0.0 172.31.255.255 (class B) 192.168.0.0 192.168.255.255 (class C) These addresses are private because they are not globally delegated, meaning they aren't allocated to a specific organization. Anyone can use these addresses without approval from a regional Internet registry. Consequently, they are not routable within the public Internet. If such a private network needs to connect to the Internet, it must use either a network address translator (NAT) gateway, or a proxy server. AirPort base stations and Time Capsules function as NAT gateways. The most common use of these addresses is in home networks, since most Internet Service Providers (ISPs) only allocate a single IP address to each residential customer, but many homes have more than one networked device (for example, several computers and a printer).

AirPort base stations and Time Capsules include a built-in DHCP server that can assign client IP addresses in any of the above three private address ranges. Octet A group of eight bits. Each octet has eight positions when viewed in binary form. An IPv4 address has four octets, for a total of 32 bits, that are written in decimal form and separated by dots. Example: 192.168.12.34. Ping Acronym for Packet Inter-Network Groper. A utility used to send a network packet to a designated address to confirm a response. The act of using the ping utility. PPP Abbreviation for Point-to-Point Protocol. A protocol for dial-up modem access. PPPoE Abbreviation for Point-to-Point Protocol over Ethernet. Some DSL and cable modem Internet service providers require PPPoE to connect to the Internet. If you were given a user name and password to enter in Network preferences, you probably connect using PPPoE. Protocol Rules (or languages) that govern how devices on a network communicate with each other. Proxy The use of one computer or device to make requests on behalf of another over a network. Proxies are often used for Internet security, or to control connections. RADIUS A type of security database used to authorize clients on a network. Routable address An IP address directly accessible from the Internet. Only one device on the Internet has that particular IP address. Routable addresses must be assigned by a regional Internet registry. Router A device that connects networks together, isolating traffic within each network. A router receives data transmitted from other networks and retransmits it to its proper destination using the most efficient route. AirPort base stations and Time Capsule products are examples of routers. SNMP Abbreviation for Simple Network Management Protocol. An industry-standard protocol providing uniform commands to monitor and control aspects of a network, regardless of platform. Static IP address An IP address that is assigned once to a computer or device and is never changed.

TCP/IP Abbreviation for Transmission Control Protocol/Internet Protocol. These are two of the main Internet protocols. To connect a computer to the Internet, the computer must have some kind of TCP/IP communication software installed on it. Topology The physical layout of the cables and devices on a network.? VPN Abbreviation for Virtual Private Network. A network protocol that enables connections to secure network resources through private tunnels over the public Internet. Mac OS X supports both PPTP (Point-to-Point Tunneling Protocol) or L2TP over IPSec (Layer Two Tunneling Protocol) on an existing Internet connection. WAN Acronym for Wide Area Network. Also, a port on AirPort base stations and Time Capsules that is typically used for connecting to digital subscriber line (DSL), a cable modem, or a wide area network (WAN), such as an existing school or business network.

Networking Overview

You can use OS X Mountain Lion to connect to the Internet, shared computers and other resources on a network. In order to connect to the Internet or to a network, it needs a connection method. Examples include: 1. Connecting from home A high-speed connection at home to your Internet Service Provider (ISP), usually via a broadband cable modem or DSL.

2.

Connecting around town Use a wireless Internet hotspot (Wi-Fi).

3.

Connecting at work Connect to the Internet via your office network.

4.

Connecting via Personal Hotspot or your wireless carrier If none of the above apply, you may be able to use your iPhone, iPad, or a Personal Hotspot.

These connections will typically require include a user name or user account, a password and other settings, depending on your ISP or network. If you do not know what settings you need to use, ask your ISP or network administrator.

Network Preferences
Use the Network pane of System Preferences to configure your connection method. Enter the settings given by your Internet service provider or network administrator (such as TCP/IP address, account name, and password)

1.

Network Service Group of settings for a specific network port or interface (such as Wi-Fi, Ethernet, FireWire or Bluetooth). Each service can have different locations. (Green) = Active and connected (Yellow) = Active but not connected (Red) = Not configured

2.

Network Location Create, edit and save settings for network services and save them as a location. Each network service can have multiple saved settings. If you often change network settings, switching between locations is quicker and easier than repeatedly modifying individual groups of settings. For example, you have a portable computer. You might want to make a location for home, where you connect to the Internet with a DSL modem, and a location for office, where you connect to your company network and the Internet using Ethernet or Wi-Fi.

3.

Network Settings and Information Enter information received from your Internet service provider (ISP) or network administrator. Depending on the type of network service you are using, Ethernet, DSL, Cable Modem, Wi-Fi, for example, the information may vary.

M odifying Network Services

To change which network service (port or interface) is used first when more than one is active or available, do the following steps: 1. Click the Action pop-up menu (gear) at the bottom of the network connection services list, and choose Set Service Order:

2.

Drag a preferred network service, such as Ethernet, to the top of the list.

This technique can speed up initial connections when there are multiple services available.

Need Assistance?
Click the Assist me and select Assistant (for new connections) or Diagnostics (for problems).

Setting Advanced O ptions

In most cases, the settings that are configured automatically are correct. However some network environments may require you to set advanced options. Click Advanced, click Hardware, and then choose Manually from the Configure pop-up menu.

Connection Doctor in M ail

If youre unable to send or receive messages, there may be a problem connecting to the Internet or to a mail server. You can use the Mail Connection Doctor to check your connection status and get information. 1. 2. From within Mail, choose Window > Connection Doctor. Review the status information: Check your Internet connection status. A red status button indicates Mail cant connect to the Internet. Click Network Diagnostics to help track down the problem and restore an Internet connection. Check your account status. A red status button (when you are connected to the Internet) indicates a problem with a mail server or your account setup. Follow the instructions in the Details column; double-click the text in the column to open the Accounts pane in Mail preferences. To see log information about server connection problems, click Show Detail to display a details pane. Then click Check Again to see the log as Mail tries to connect again. 3. When youre done, click Check Again to see if your changes resolved the problem.

If the problem persists, contact your email service provider.

Network Status pane of Connection D octor within M essages

From within Messages you can access Connection Doctor from the Video menu. The Network Status pane of the Connection Doctor window displays information about your bandwidth setting and network router type. Both of these attributes influence your ability to establish and maintain connections during video and audio chats, and screen sharing. Bandwidth limitation: Indicates whether the bandwidth (data transfer rate) has been limited to a particular speed in Messages Audio/Video preferences. If the indicator is green, no limit has been set. If the indicator is yellow, click Settings to view and optionally change the limit setting in Audio/Video preferences, using the Bandwidth limit pop-up menu. Router type: Identifies the kind of network address translation (NAT) router your computer is using to communicate with other devices using the Internet.

A NAT router lets you use one Internet connection to connect multiple computers or network devices to the Internet using a single public IPv4 address. Typically, the NAT router assigns private IPv4 addresses to the connected devices. When a computer sends outgoing packets, the NAT router translates (or maps) the packets private IPv4 address and port to an address and port that can be used for replies. If the router type you see in the Network Status pane is Full Cone, your network setup is compatible with audio and video chatting. If the router is some other type, your network setup may be causing connection difficulties. Here are the NAT router types you may see in your Network Status pane: Full Cone: Anyone on the Internet can send replies to the computer by using the translated address and port. If either the sender or recipient uses a full cone port, the connection should succeed. Restricted: The router associates the translated address and port with a particular destination address. Replies from other addresses are filtered out. Port Restricted: The router associates the translated address and port with a particular destination address and port. Replies from other addresses and ports are filtered out. Symmetric: The router associates the translated address and port with a particular destination address and port, but uses a new translated port for each destination address and port. Unknown: The type of router couldnt be determined.

Port Inform ation

If you wish to know more about hows ports are used in Mac computers, check

Well known TCP and UDP ports used by Apple software products

Connect to Wired Network

If you want to connect your Mac to a network using a cablefor example, if you are connecting to a home or office network, a cable modem, or a digital subscriber line (DSL) modemfollow the steps below to get connected.

Step 1: Gather Inform ation

To set up your network connection, you might need the following information:

! ! ! ! !

What is my user or account name and password? Does my Mac receive its IP address manually or automatically? If automatic, is it assigned using DHCP or BootP? If manual, what is the IP address, subnet mask address, and router address? For some networks and ISP: What is the DHCP service name, and what is the DNS name? Your network administrator or Internet service provider (ISP) can give you this information.

Definitions
DHCP and BootP: Both are protocols (rules or languages) that govern how devices on a network communicate with each other. Dynamic Host Configuration Protocol (DHCP) and BootP (Bootstrap Protocol) enable a server to automatically assign an IP address to a computer. IP address: Internet Protocol address. Numerical label assigned to each device (e.g., computer, printer) participating in a computer network.

Step 2: Connect your M ac

Depending on the type of equipment you have, connect the other end of the Ethernet cable to your home or office networks Ethernet device (such as a hub or router), or to the cable or DSL modem provided by your Internet service provider (ISP).

If the equipment is not already turned on, start up your computer, and turn on the hub, router, or modem and let it start up completely.

Step 3: Configure netw ork

Enter the required information directly into the Network pane of System Preferences :

Cannot connect?

1. 2. 3.

Double check the physical cable connections between the Mac and the hub, router or modem. Verify that your router is working properly. If your Mac is issued an IP address of 169.254.xxx.xxx, contact your ISP or administrator of the DHCP server. Request a proper IP address to access the Internet.

Connect to Wi-Fi Network

If you want to connect your Mac to a network using a wireless connection, follow the steps below to get connected.

Connecting to a W i-Fi Network

1. Choose Apple menu > System Preferences, and then click Network.

2.

Click Wi-Fi in the network connection services list. Note: If Wi-Fi is not in the list of network services, click Add (+) at the bottom of the list, choose Wi-Fi from the Interface pop-up menu, give the service a name, and then click Create.

3.

Choose a wireless network from the Network Name pop-up menu. Enter the password for the network if necessary. If the network you expected is not listed, verify that the AirPort base station or wireless router is configured correctly. Next, find out if you are trying to connect to a closed network (a network whose name is hidden). Try clicking Join Other Network, and then enter the network name and password if necessary.

Tip: Show Wi-Fi status in menu bar to display the Wi-Fi status icon:

You can use the Wi-Fi icon in the menu bar to choose your network from the list and connect to it.

Default W i-Fi Connection

By default, your Wi-Fi connection attempts to join the wireless network your computer was most recently connected to.

OS X keeps track of the wireless networks your computer has connected to. The list can be found in Network preferences.

Learning Activity
When you are not at home, work or nearby a Wi-Fi hotspot, consider using a Personal Hotspot device or enabled cellular phone. A Personal Hotspot lets you connect your computers and devices to the Internet using a Cellular Data connection.

How do you connect your Mac to a Personal Hotspot?

Hint: Start with Knowledge Base article HT2497 Click here to view answer Answer

Connect to a Personal Hotspot the same way you would connect to any other Wi-Fi network. Some devices offer additional connection options such as Bluetooth or a wired USB connection.

Connecting to Servers

You can use your Mac to connect to file servers, as well as other Mac and Windows computers (that have file sharing enabled) on your network. In addition, you can connect to file servers that use these protocols:

AFP (Apple File Protocol) - file transfer protocol between two Macs Example address: afp://ComputerName.CompanyName.com

SMB/CIF (Server Message Block and Common Internet File System) - application layer protocol providing shared access to printers and other nodes on a network Example address: smb://DNSname/sharename or smb://IPaddress/sharename

NFS (Network File System) - distributed file system protocol Example address: nfs://DNSname/pathname

FTP (File Transfer Protocol) - network protocol to transfer files between nodes using TCP-based network Example address: ftp://DNSname

DNS Nam e or IP Address?

You can enter the Internet Protocol (IP) address for the computer or server rather than its DNS (Domain Name System) name. Example: 92.123.149.15 = apple.com. Because domain names are alphabetic, they are easy to remember. However, the Internet is really based on numerical IP addresses. Every time a domain name is used, a domain name system translates the name into a corresponding IP address.

Connecting to Server or Shared Com puter

1.

In the Finder, choose Go > Connect to Server.

2.

Click Browse. If you are connecting to a server/computer outside of your network (or if you know its DNS name or IP address), enter it into the Server Address field. Continue onto Step 5.

3.

Search for the server/computer.

4.

When your computer connects to a remote computer in the Network browser, OS Mountain X Lion automatically connects your Mac as a guest user, if possible. It will display any publicly available folders (volumes) on that server/computer.

5.

To log in to the shared computer as a registered user, click Connect As, and enter your user name and password:

To make it easier to connect to the computer in the future, select Remember this password in my keychain to add your user name and password for the computer to your keychain.

6.

Once connected, the available volumes on the server change to reflect your new level of access.

Cannot find a server or shared com puter

If you cannot locate a shared computer or server or connect to it, it may not be available or you may not have permission to connect to it. Contact the person who owns the computer or the network administrator for help.

Connecting to Printers

You can connect to printers on your local network that use Bonjour, IP, and Open Directory.

Definitions
Bonjour: Also known as zero-configuration networking. Enables automatic discovery of computers, devices, and services on IP networks using industry standard IP protocols.

Open Directory: A directory service is that stores and organizes information about a computer network's users and network resources.

Connecting to a Network Printer

1. 2.

Open a document to print, and then choose File > Print. Open the Printer pop-up menu and choose your printer. It may be in the Nearby Printers submenu.

3.

If you do not see your printer, choose Add Printer from the Printer pop-up menu. A dialog appears listing any Bonjour, IP, shared, and Open Directory printers on your local network. It may take a minute or two for your printer to appear.

4.

If you do not see your printer in the list, do one of the following: IP Printer: Click IP in the toolbar and enter the printers IP address (a number that looks like 192.168.20.11) or DNS name (for example, printer.example.com). Note: Printers that support the Internet Printing Protocol (IPP), Line Printer Daemon (LPD), and HP Jetdirect (Socket) can be added in this manner. SMB/CIFS Printer: 1. Select the printer from the browser. If prompted, enter the user name and password for the printer. 2. Choose the item appropriate for your printer from the Print Using pop-up menu. Be sure to choose the correct printer model for the printer you are using. For more information, see the documentation that came with the printer. If you have an HP PCL-compatible printer thats not listed, choose the printer model that most closely matches your printer. 3. Click Add.

If the software for your printer cannot be found

If the software for a printer is not on your Mac computer, it can usually be downloaded from Apple when it is needed. If the software cannot be found, you may need to download it directly from the manufacturer, or try using generic printer software.

Sharing Files
You can set up your computer to share files and folders with other users on your network. You can share your entire computer with everyone, or allow specific users access only to certain folders.

Share m ore than just files

Activating additional options in the Sharing Preference pane can also allow a Mac to function as a file, print, scanner, remote optical drive, web or VNC (screen sharing) server. Your Mac can also share its Internet connection with other Macs using FireWire, Bluetooth, Ethernet or Wi-Fi.

How to Activate File Sharing

1. 2.

Choose Apple menu > System Preferences > Sharing. Select File Sharing and click the checkbox if it is not checked.

Any user with an account on your computer (in the Users & Groups pane of System Preferences) can access your computer by connecting to it over the network. A user with an administrator account can access your entire computer.

File Sharing Protocol

To change the protocol used for sharing files, click Options, and select AFP or SMB.

Note: If Windows users connect to your computer to share files, make sure SMB is selected, select the On

checkbox next to the name of each Windows user that will share your computer, and enter the password for that user.

Sharing Specific Folders

1. 2.

Click Add (+) at the bottom of the Shared Folders list. Locate the folder, select it, and click Add.

Public Folders
By default, the Public folder of each user with an account on your computer is shared. To keep a folder from being shared, select it in the Shared Folders list and click Delete (-).

Specific User Access

To give only specific users access to a folder:

1. 2.

Select the folder in the Shared Folders list. Click Add (+) at the bottom of the Users list.

3.

Select a category of user, and then select the user and click Select. To select a user from the accounts you have set up in Users & Groups preferences, select Users & Groups.

! ! !
4.

To select a user from users on your network, select Network Users. To select a user in your personal address book, select Address Book. To create a new account that will only be used for sharing, click New Person, enter a name and password, and click Create Account. Select the user in the Users list, and then click the triangles next to the user name and choose the level of access the user should have to the selected folder:

! ! ! !

No Access: The user cannot see or copy files from the folder. Read & Write: The user can see and copy files to and from the folder. Read Only: The user can view the contents of the folder but cannot copy files to it. Write Only (Drop Box): The user can copy files to the folder but cannot view its contents.

AirDrop

Another method to share files is AirDrop. This feature in OS Mountain X Lion allows you to send files to anyone around you wirelessly (Wi-Fi network required).

1. 2.

Click the AirDrop icon in the Finder sidebar. Your Mac automatically discovers other AirDrop users within about 30 feet of you. AirDrop requires OS X 10.7 or higher.

3. 4.

To share a file, simply drag it to someones name. Once the other person accepts, the fully encrypted file transfers directly to that persons Downloads folder.

When you are done with AirDrop, close the Finder window you used to transfer files, and your Mac is no longer visible to others. Supporting Macs AirDrop is supported on the following Macs:

! ! ! ! ! !

MacBook Pro (Late 2008 or newer)* MacBook Air (Late 2010 or newer) MacBook (Late 2008 or newer)* iMac (Early 2009 or newer) Mac Mini (Mid 2010 or newer) Mac Pro (Early 2009 with AirPort Extreme card, or Mid 2010)

Cannot find the recipient?

To send a file, the receiving user must have AirDrop turned on (by clicking the AirDrop icon in the Finder sidebar).

Network Security

OS X includes a personal firewall that can be used to block unwanted incoming connections to your computer. A firewall protects the services on your computer from other computers on networks or the Internet.

Services that were turned on in Sharing preferences already appear in the list. To prevent incoming connections from one of these services, you must turn off the service in Sharing preferences.

Turn On Firewall Protection

1. 2. 3.

Choose Apple menu > System Preferences, click Security & Privacy. Click Firewall. Click the lock icon to unlock it, and then type an administrator name and password.

4.

Click Turn On Firewall.

Advanced Features
Click Advanced to allow only specified or essential applications and services to connect; or to allow only specific software to receive incoming connections.

Symptoms and Fixes

Here are common networking problems as reported by users. Follow steps in the order indicated below to resolve the issue. Symptom #1: Cannot connect to network (via Ethernet cable)

Summary

User is unable to connect to network via Ethernet cable.

Resolution 1. Check the physical cable connections between the Mac and the wall outlet, modem, hub or router. (If applicable, check that the hub, router or modem is powered on) 2. 3. 4. 5. 6. 7. Verify that settings (provided by ISP or network administrator) were entered correctly. Choose Apple menu > System Preferences, and then click Network. Confirm that you have a working Ethernet or Wi-Fi connection (green dot). Click Assist me. Click Assistant. Follow Network Setup Assistant instructions.

Symptom #2: Cannot connect to network (via Wi-Fi Connection) Summary

User is unable to connect to network via Wi-Fi connection.

Resolution

1. 2. 3. 4.

Check the computer to ensure it is equipped with Wi-Fi. Verify that the user is attempting to connect to the correct Wi-Fi network. Verify with the user that sources of interference are not present when the issue occurs. If it is a closed network: Go to System Preferences > Network > Choose Other from pop-up menu, enter network name.

5.

Verify that the correct password is being entered. If the user is still unable to connect:

6.

Is the computer within acceptable range of the wireless access point (WAP)?

Symptom #3: Cannot connect to server or shared computer

Summary

User cannot connect to a specific server or shared computer.

Resolution

1. 2. 3.

Is the server or shared computer on the same network as the user? Is the user entering the correct DNS name or IP address? Can the user access the Internet from his or her computer?

If not: Follow the resolution steps in Symptom #1 or #2. If yes: Contact the server or computer's administrator to verify settings. Symptom #4: File sharing does not work Summary

User says other parties are unable to view files on his computer.

Resolution

1. 2. 3. 4. 5.

Verify that Firewall is disabled. Choose Apple menu > System Preferences > Sharing. Verify that the File Sharing service is checked. Verify that the correct folders are being shared in the Shared Folders list. Verify that the user(s) have the correct permission assigned to them (Read Only, Write Only, Read & Write)

Symptom #5: Cannot locate a specific person in AirDrop Summary

User would like to share a file with a specific person, however the recipient is not found in AirDrop.

Resolution

Both the sender and recipient must have AirDrop turned on. This is done by clicking the AirDrop icon in the Finder sidebar. Also be sure that neither party has Firewall enabled. Also, AirDrop works over Wi-Fi. It does not work over Ethernet.

Troubleshooting Practice

Taken from the experiences of Apple service personnel, here is a troubleshooting scenario involving concepts presented in this course.

Scenario: Cannot connect to office netw ork.

A customer reports that he cannot connect to the office Ethernet network.

What procedures should you follow? Click to reveal answer. Steps

1. 2. 3. 4.

Check the physical cable connections between the Mac and the wall outlet, hub, or router. Verify that settings were entered correctly. Choose Apple menu > System Preferences, and then click Network. Click Assist me.

5. 6.

Click Assistant. Follow Network Setup Assistant instructions.

Learning Resources
! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
Connecting to the Internet via cable, DSL, or local area network (LAN) in Mac OS X v10.5 or earlier Mac 101: File Sharing Mac OS X: Setting Up Your Wireless Network Mac OS X: Troubleshooting a cable modem, DSL, or LAN Internet connection OS X Lion: Can I use AirDrop with my computer? OS X Mountain Lion: About networking in OS X OS X Mountain Lion: Access the Internet through a firewall OS X Mountain Lion: Add a network location OS X Mountain Lion: Add a network service OS X Mountain Lion: Allow network users to log in to your computer OS X Mountain Lion: Change your network settings OS X Mountain Lion: Connect to a network that requires 802.1X authentication OS X Mountain Lion: Connect to shared computers and file servers on a network OS X Mountain Lion: Connect to the Internet OS X Mountain Lion: Connect to the Internet using Bluetooth OS X Mountain Lion: Connect to the Internet with a Bluetooth enabled mobile phone OS X Mountain Lion: Connection methods supported by Network Diagnostics OS X Mountain Lion: Find your computers local network name OS X Mountain Lion: If you cant choose a Wi-Fi network OS X Mountain Lion: If you cant connect to the Internet OS X Mountain Lion: If you cant join a computer-to-computer network

! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !

OS X Mountain Lion: If you dont see Wi-Fi in Network preferences OS X Mountain Lion: If you keep disconnecting from the Internet OS X Mountain Lion: Information you need to connect to the Internet OS X Mountain Lion: Investigate your network connections OS X Mountain Lion: Join your Mac to a network account server OS X Mountain Lion: Network address formats for shared computers and servers OS X Mountain Lion: Network Utility Help OS X Mountain Lion: Resolve IP address conflicts OS X Mountain Lion: Server connection error OS X Mountain Lion: Share your Internet connection OS X Mountain Lion: Share your Mac with others on your network OS X Mountain Lion: Share your screen OS X Mountain Lion: Trace the paths of your network traffic OS X Mountain Lion: Transfer files between two Mac computers OS X Mountain Lion: Use a network hub, router, or switch OS X Mountain Lion: Use Ethernet to connect to a network or the Internet OS X Mountain Lion: Use Gigabit Ethernet OS X Mountain Lion: Use Network Diagnostics OS X Mountain Lion: Use network locations OS X Mountain Lion: Use Network Setup Assistant OS X Mountain Lion: View network routing tables and statistics OS X Mountain Lion: Your Internet connection appears to be working Solutions for connecting to the Internet, setting up a small network, and troubleshooting

Well known TCP and UDP ports used by Apple software products
Copyright 2012, AppleCare

Terms of Use Privacy Policy

Lion: Peripherals
Introduction

OS X Mountain

This lesson covers the setup and troubleshooting of peripherals, printers and related technologies in OS X Mountain Lion. OS X Mountain Lion: Peripherals and Printing is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! !
Explain the different ways peripherals interface with OS X Mountain Lion. Diagnose and isolate issues that arise when peripherals are used. Determine what built-in tools to use when troubleshooting peripherals. Configure and troubleshoot AirPlay and Printers.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or

OS X Mountain Lion: Installation, Recovery,

45 Minutes

Audience recertification.

Prerequisites Startup Process, File Systems, Networking, Applications, Accounts and Permissions

Time Required

USB Overview

Mac computers have Universal Serial Bus (USB) ports that let you easily connect external devices, such as a keyboard, mouse, trackpad, printer, mobile phone, iPod, or digital camera, without needing to restart your computer.

USB Type A port and connector USB Type B port and connector

The USB ports provide some power, so most devices dont need their own power cords. Adapters are available that allow you connect non-USB devices to a USB port. You can connect more than one device to a USB port with a USB hub:

Connect the devices to the USB ports on the hub, and then connect the hub to the computer. Some USB hubs may require a power adapter and should be plugged into an outlet.

W hat data transfer rates are offered with USB?

! ! !
USB 3 can transfer data up to 5 Gbps. USB 2 can transfer data up to 480 Mbps. USB 1.1 can transfer data up to 12 Mbps.

W arning
To unplug a USB hard drive, first eject the disk by dragging it to the Trash. Do not simply unplug it. Failure to eject properly may damage the hard drive's directory, causing its files to be unusable.

If you have a portable computer, USB devices can cause your computer battery to become depleted faster. If you are using the device for an extended period, its a good idea to connect the computers power adapter.

USB Troubleshooting

How can I verify that m y USB device is connected?

Use the System Information utility: 1. 2. 3. 4. 5. Go to Apple menu. Choose About this Mac. Click More Info. Click System Report. In the Hardware section of the System Report, click USB.

You will see a USB 3 section and a USB 2 section. USB 3 devices will appear in the "USB 3.0 SuperSpeed" section. Other devices will appear in the "USB Hi-Speed" section. Clicking the disclosure triangle will allow you to see more detail on the devices connected.

If a connected external hard drive is found by System Information and does not mount (not visible in the Finder), troubleshoot the problem using Disk Utility.

USB devices are not activating or not appearing on the USB bus. W hat could be wrong?
! ! ! ! ! ! ! ! ! ! ! ! !
Make sure the USB devices cables are properly connected. Use Software Update from the Apple menu to see if any updates are available and if so, install them. Make sure you installed the latest software and firmware for your device. Visit the manufacturers website for any updates. Unplugging and plugging the device back in may resolve the issue. Try plugging the device into another USB port on the computer and use an AC adapter if one was supplied with the device. Try plugging the device directly into your computer or into a USB device that has a power cord instead of piggy-backing with other USB powered devices. Try restarting your computer. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). Try a different USB cable. Try a different USB hub. If the device is connected to a USB hub, make sure the device and the hub are the same speed. Connect USB 2.0 devices to a USB 2.0 hub, and USB 1.1 devices to a USB 1.1 hub. Disconnect all USB devices, extension cables and hubs except 1) the device youre testing 2) an Apple keyboard, and 3) an Apple mouse. If you can use the device now, the other USB devices or hubs may have issues. Try reconnecting them, one by one,until you find the device that causes the issue, then review its documentation for troubleshooting help.

Open System Information and then click USB. If the device appears but does not work, the problem might be with the device. Review the devices documentation for further troubleshooting steps.

I som etim es have difficulty with W i-Fi or Bluetooth devices when USB 3 devices are attached to m y com puter. W hat could be wrong?
Some USB 3 devices, hard drives in particular, can generate radio frequency interference that can cause Wi-Fi and Bluetooth devices operating in the 2.4GHz band to have issues communicating with your computer. Do not place hard drives or other USB devices behind the rear of your Mac near at the hinge of

your screen. The antennas for Wi-Fi and Bluetooth are located there, and USB 3 devices placed there may interfere with your wireless connections.

Thunderbolt

Thunderbolt is a revolutionary I/O technology that supports high-resolution displays and highperformance data devices through a single, compact port. It sets new standards for speed, flexibility, and simplicity. Data can be moved to and from peripherals up to 20 times faster than with USB 2.0 and up to 12 times faster than with FireWire 800. It has enough bandwidth to daisy-chain multiple high-speed devices without using a hub or switch (up to six Thunderbolt peripherals). Thunderbolt is based on two fundamental technologies, PCI Express and DisplayPort, you can connect to high resolution and high performance:

! ! ! !

Mini DisplayPort displays DisplayPort, DVI, HDMI, or VGA displays (requires adapter) Video cameras and capturing peripherals Gigabit Ethernet and Fibre Channel networks (requires adapter). The Thunderbolt port on a Mac provides power, so many Thunderbolt devices directly connected to your Mac dont need their own power cords. Check the documentation that came with your device to see if the device needs more power than the Thunderbolt port provides and must be plugged in. The appearance of Thunderbolt cables are physically the same as Mini DisplayPort:

Confirm the device and port are Thunderbolt by checking for the correct symbol.

Thunderbolt Mini DisplayPort

W arning
! !
Although Thunderbolt and Mini DisplayPort connectors are physically the same size, they are NOT interchangeable. Use only Thunderbolt cables with Thunderbolt devices, and only Mini DisplayPort extension cables with Mini DisplayPort devices. If you use the wrong cable, the device wont work even though the cables connectors fit the device and the Mac.

To unplug a Thunderbolt hard drive, first eject the disk by dragging it to the Trash. Do not simply unplug it. Failure to eject properly may damage the hard drive's directory, causing its files to be unusable.

Connecting m ultiple Thunderbolt devices

You can connect multiple Thunderbolt devices to each other, and then connect the chain of devices to the Thunderbolt port on your Mac.

! !

Only the device directly connected to your Mac can get power from the Thunderbolt port. The rest of the devices in the chain must be powered by separate power adapters. A DisplayPort device can be part of the chain, but it must be at the end. For example, if you want to connect both a Thunderbolt hard disk and a DisplayPort display to your Mac, connect the display to the hard disk and then connect the hard disk to your Mac.

If you have a portable Mac, using a Thunderbolt device without its own power cord can cause your portables battery to become depleted faster. If you plan to use such a device for an extended period, its a good idea to connect your portable Mac or your Thunderbolt device to a power source. When connecting a Thunderbolt device to a power source, be sure to disconnect the device from your Mac first, then connect the device to a power source, and then reconnect the device to your Mac. Otherwise, the device still draws power from your Mac.

Thunderbolt Troubleshooting

How can I verify that m y Thunderbolt device is connected?

Use the System Information utility: 1. 2. 3. 4. 5. Go to Apple menu. Choose About this Mac. Click More Info. Click System Report. In the Hardware section of the System Report, click Thunderbolt.

If a connected external hard drive is found by System Information and does not mount (not visible in the Finder), troubleshoot the problem using Disk Utility.

Check your devices Thunderbolt connection

! ! ! ! ! !
Make sure the Thunderbolt devices cables are properly connected. Make sure Thunderbolt devices are connected using Thunderbolt cables, and not Mini DisplayPort cables. Connect another device to the computer's Thunderbolt port. If the device can't be used, restart the Mac. If you still cant use a device with the port, the Mac may need repair. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Power down the device and power back on. If more than one device is connected to the Thunderbolt port, disconnect all other devices. Connect the device directly to the computer without using extension cords.

If the device can now be used, there may be a problem with one of the other devices. Try reconnecting the other devices and extension cords to the computer, one by one. When you find the device causing the problem, review its documentation or contact the manufacturer for further troubleshooting steps.

If a Thunderbolt device isnt working

! ! !
Make sure all Thunderbolt devices are turned on, all cables are connected with Thunderbolt cables and devices requiring power cords are plugged in. Make sure software that came with the device is installed and updated. If the device is in a chain of devices, each connected to another with only one connected directly to the Thunderbolt port on your Mac, make sure that all the devices other than the one connected directly to your Mac have their power cords. (And if the device connected directly to your Mac requires a power cord, it should have one, too.) If a Mini DisplayPort device is part of the chain, make sure its at the end and is connected with a Mini DisplayPort cable. If the Thunderbolt device still doesnt work, try plugging the device directly into your computer.

! ! ! ! !

If the device still doesnt work, try quitting and restarting any apps that use the device. Try restarting the computer. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). If you verified that the device appears in System Information (see instructions above) but does not work, the problem might be with the device. Review manufacturers documentation.

FireWire Overview

You can use FireWire (sometimes called IEEE 1394 or i.LINK) to connect external devices, such as a hard drive or a digital video camera, without needing to restart your computer. A FireWire port provides power, so the connected device usually doesnt need its own power cord. Many Mac computers have one or more FireWire 400 ports that transfer data at up to 400 megabits per second (Mbps). Some have a FireWire 800 port that transfers data at up to 800 Mbps. You must use a FireWire cable that has the correct connector for your computer on one end, and the correct connector for the device on the other end.

4-pin connector 6-pin connector 9-pin connector

FireWire devices can accept either 4-pin, 6-pin, or 9-pin connectors. FireWire 400 ports accept 6-pin connectors. FireWire 800 ports accept 9-pin connectors. For example, if you have a device that accepts a 4-pin connector and you want to plug it into your computers FireWire 400 port (which accepts a 6-pin connector), you need a 4-pin to 6-pin cable. If your device needs more power than the FireWire port provides, you need to connect it to a power cord. Check the documentation that came with your device to see if this is necessary.

M ultiple FireW ire devices

You can connect multiple devices to each other and connect the chain of devices to the FireWire port on your computer, but only one device should get power from the computer. The rest of the devices in the chain should be powered by separate power adapters. Connecting more than one FireWire device that gets power from the port may cause problems. If a problem occurs, shut down the computer, remove the FireWire devices, and restart your computer.

W arning
To unplug a FireWire hard drive, first eject the disk by dragging it to the Trash. Do not simply unplug it. Failure to eject properly may damage the hard drive's directory, causing its files to be unusable.

If you have a portable computer, using a FireWire device without its own power cord can cause your portables battery to become depleted faster. If you plan to use such a device for an extended period, it is a good idea to connect the portables power adapter.

FireWire Troubleshooting

How can I verify that m y FireW ire device is connected?

Use the System Information utility: 1. 2. 3. 4. 5. Go to Apple menu. Choose About this Mac. Click More Info. Click System Report. In the Hardware section of the System Report, click FireWire.

If a connected external hard drive is found by System Information and does not mount (not visible in the Finder), troubleshoot the problem using Disk Utility.

Check your devices FireW ire connection

! ! !
Make sure the FireWire devices cables are properly connected. Switch the devices cable to a second port, if your computer has one. If you can use the device after switching ports, connect another device to the first port. If you cant use this device, shut down the computer and unplug it from the power outlet. Wait about a minute, and then plug it into the power outlet and start up your computer. If you still cant use a device with the port, your computer may need to be serviced.

! ! ! ! ! !

If using a hub, make sure the device and the hub are the same speed. e.g. connect a FireWire 800 printer to a FireWire 800 hub. Connect the device directly to the computer without using FireWire hubs or extension cords. Disconnect other devices. Try restarting the computer. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). If the device works now another device may be at issue. Try reconnecting the other devices, hubs, and extension cords one by one. If you find a problematic device, see the manufacturers documentation for next steps.

If a FireW ire device isnt working

If a FireWire device isnt working properly, make sure you connected it to your computer correctly, plugged it into a power outlet if it has a power cord, and installed any software it needs.

! ! !

Make sure all FireWire devices are turned on and all cables are connected and (if provided) powered via power cord. Make sure you installed any updated device software from the manufacturers website. If the device is in a chain of devices, each connected to another with only one connected directly to a FireWire port, make sure that all the devices other than the one connected directly to the port have their power cords. (And if the device connected directly to the port requires a power cord, it should have one, too.) If that doesnt work, try plugging the device directly into your computer.

! ! ! ! !

If you verified that the device appears in System Information but does not work, the problem might be with the device. Review manufacturers documentation. If the device still doesnt work, try quitting and restarting any apps that use the device, or choose Apple menu > Restart. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). If the device is still problematic see the Manufacturers troubleshooting tips and instructions.

Bluetooth Overview

Bluetooth is a wireless technology that eliminates the need for many cables that traditionally connect devices. Bluetooth enabled devices, such as computers, mobile phones, handheld devices (PDAs), and wireless input devices, such as a keyboard, mouse, or trackpad can connect to each other wirelessly at distances up to 30 feet.

Other things you can do with Bluetooth wireless technology:

! ! ! ! ! ! !

Connect your computer to a Bluetooth enabled mobile phone, then use Bluetooth to dial the phone, send music or photos, and synchronize data, such as contact information. Connect your computer to the Internet using a Bluetooth enabled mobile phone. Exchange files between Bluetooth enabled computers and devices. Sync data between your computer and Bluetooth enabled devices. Print to a Bluetooth enabled printer. Use stereo Bluetooth enabled headphones. Use a Bluetooth enabled headset.

Bluetooth wireless technology is different from 802.11 (or Wi-Fi) technology. Bluetooth devices can transfer data at up to 2 megabits per second (Mbps), and 802.11 wireless devices transmit data at a much faster speed.

Bluetooth Setup
Before you use Bluetooth you need to set up the devices to communicate with each other. 1. 2. Make sure your computer or device is Bluetooth enabled. The computer or device must have a Bluetooth module installed, or you need to connect a USB Bluetooth adapter to the computer. Use Bluetooth Setup Assistant to set up your device to work with your computer by pairing the device with your computer. Once you have paired a device with your computer, you see the device listed in Bluetooth preferences. To use the Bluetooth Setup Assistant, choose Set up Bluetooth Device from the Bluetooth status menu in the menu bar. If the Bluetooth status menu isnt visible in the menu bar, choose Apple menu > System Preferences, click Bluetooth, and then select Show Bluetooth status in the menu bar. 3. After youve paired your devices, youre ready to make a Bluetooth connection. The way you do this depends on the device youre using. For example, if youre using a mobile phone to connect to the Internet, select the Bluetooth phone in the Services list in Network preferences, and then click Connect. If you are sending a file to another Bluetooth enabled device, choose Send File from the Bluetooth status menu in the menu bar, select a file to send, and then click Search to find the device you want to send the file to.

Bluetooth Troubleshooting

If you cant browse a Bluetooth device

If you are in range of another Bluetooth enabled computer or device, are paired with it and have permission, you should be able to browse the computer or device. If you cant browse a Bluetooth device, try the following:

! !

Make sure the other computer or device is Bluetooth enabled, turned on, and within range. If your computer is not paired with the other device, make sure both devices are discoverable, and then choose Set up Bluetooth Device from the Bluetooth status menu in the menu bar. (Apple menu > System Preferences, click Bluetooth, and then select Show Bluetooth status in the menu bar.)

Make sure you know which folder is being shared on the other computer. Choose Apple menu > System Preferences on the computer you want to browse, click Sharing, and then select Bluetooth Sharing. The name of the shared folder is displayed in the Folder others can browse pop-up menu.

! ! ! ! !

Make sure the computer or device is set up to send or receive files. Be sure the When other devices browse pop-up menu is not set to Never Allow. Restart the computer. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). If the device still doesn't appear, review the devices documentation for troubleshooting and other support.

If a Bluetooth device isnt working

If you are having trouble using a Bluetooth enabled device, try the following:

! ! !

Make sure the device is turned on and in range. Make sure the device is paired with your computer. Choose Apple menu > System Preferences, and then click Bluetooth. Check to see if your device is in the list of devices. If your device isnt paired with your computer, choose Set up Bluetooth Device from the Bluetooth status menu in the menu bar, (Apple menu > System Preferences, click Bluetooth, and then select Show Bluetooth status in the menu bar) then follow the onscreen pairing instructions.

! ! ! ! !

If applicable, ensure the device is adequately charged or has fresh batteries. Restart the computer. Try resetting NVRAM (refer to OS X Mountain Lion: Troubleshooting Techniques for additional information). Try powering down the device and powering back on (if applicable). If the device appears but does not work, the problem might be with the device. Review the devices documentation for further help.

AirPlay

AirPlay lets you wirelessly stream whats on your Mac to your HDTV and speakers via Apple TV (2nd or 3rd generation). Mirror exactly whats on your display to the big screen. AirPlay Mirroring in OS X Mountain Lion takes advantage of the hardware video encoding capabilities of 2nd and 3rd Generation Intel Core processors. Hardware video encoding allows AirPlay Mirroring to efficiently deliver high frame rates while maintaining optimal system performance. Supported Mac computers:

! ! ! !

iMac (Mid 2011 or newer) Mac mini (Mid 2011 or newer) MacBook Air (Mid 2011 or newer) MacBook Pro (Early 2011 or newer) Network Requirements:

Wi-Fi (802.11 a/g/n) connection or an Ethernet connection to the same local network that your Apple TV uses.

Turning AirPlay M irroring on and off

If your Mac supports AirPlay Mirroring, an AirPlay Mirroring menu extra appears in the menu bar when an

Apple TV is on the same network. Turn on mirroring by selecting an Apple TV from the AirPlay Mirroring menu:

You can also turn it on via System Preferences > Displays. To turn off AirPlay Mirroring, select "Turn Off AirPlay Mirroring" in the AirPlay Mirroring menu extra, or Off in Displays Preferences. You can also press the Menu button on the Apple TV remote to end the current AirPlay Mirroring session.

Don't see AirPlay M irroring in Displays Preferences?

This indicates that your Mac model does not support AirPlay Mirroring.

O ptim izing im age quality

Resolution Matching modes You can choose between two desktop resolution matching modes that let you select which display will have the best image. When AirPlay Mirroring is turned on, select a "Match Desktop Size" choice via the AirPlay Mirroring menu extra. Match Desktop Size To: Apple TV AirPlay Mirroring changes the desktop resolution to best match your Apple TV, resulting in a 16:9 image that fills the HDTV screen. This setting often produces the sharpest image on the HDTV. Note: The aspect ratio and/or resolution of the built-in Mac display may change to accommodate the Apple TV. Match Desktop Size To: This Mac AirPlay Mirroring scales the contents of the desktop to fit on the Apple TV, leaving the resolution of your

Mac's display unchanged. Use this setting for the sharpest image on your Mac's display. Note: Depending on your Mac model, the resulting image may not fill the HDTV screen.

M inim ize video post-processing

HDTVs often apply picture quality enhancements intended to improve the look of film and video sources. In some cases, these enhancements can lead to over-sharpening artifacts when displaying the Mac desktop. Consult your HDTVs manual for guidance on the appropriate settings for use with a computer.

AirPlay Troubleshooting

M ac and Apple TV are on the sam e network, but no AirPlay M irroring m enu appears
! ! ! ! !
Make sure your Mac supports AirPlay mirroring. Make sure your Apple TV is 2nd generation or later. Your Apple TV may be asleep. Simply press a button on your Apple TV remote to wake it up. After a few seconds, the AirPlay Mirroring menu extra will appear. Make sure your Apple TV has the current software update installed. Make sure you have the "Show mirroring options in the menu bar when available" checked in System Preferences > Display.

The m enu bar or Dock is cropped

Some HDTVs have bezels that cover a small percentage of the screen. This will result in a slight cropping of a full-resolution HDTV image. Depending on the HDTV model, AirPlay Mirroring may automatically adjust the picture size to prevent cropping. If you see cropping of the menu bar or dock on your HDTV when using AirPlay Mirroring, simply click the Overscan correction option in Displays preferences.

Firewall security settings

If you use the firewall, make sure the following firewall security options have been set to allow AirPlay Mirroring to work: 1. Choose Apple menu > System Preferences.

2. 3. 4. 5. 6.

Click Security & Privacy, and then click Firewall. Click the lock icon to unlock it if it's locked, then type an administrator name and password. Click Firewall Options. Uncheck Block all incoming connections checkbox. Select the Automatically allow signed software to receive incoming connections checkbox.

Perform ance issues: Interm ittent playback or significant network lag

! !
Ensure that other devices are not trying to stream to the same Apple TV at the same time. Ensure that your Wi-Fi router is set up with the recommended settings for the best performance. (Certain external devices, such as microwave ovens and baby monitors, may interfere with a Wi-Fi network. Try moving or disabling these devices.)

! ! ! !

If possible, try to locate your Wi-Fi router in the same room as your Apple TV and Mac computer. If your wireless and wired networks are the same, try connecting your Apple TV to the router via Ethernet instead of Wi-Fi. If the Wi-Fi router has an external antenna, check to see that is it connected properly and in good condition. If the network is properly configured, the Apple TV may need repair.

Printing

To print to a printer first make sure its connected to the computer or network, check for software updates, and then add the printer to the list of available printers. For most USB printers, the printer is added to the list automatically when connected. For other printers, you may have to complete a few additional steps. OS X Mountain Lion is compatible with most common printers. If you add a printer that supports AirPrint, OS X automatically uses AirPrint. For a non-AirPrint printer, OS X selects the printer software automatically and downloads it from Apple if necessary.

M ore Inform ation

! !
If you need to set up a type of printer that isnt listed here, see the documentation that came with your printer for more information. Your computer can usually detect whether a printer has special accessories installed, such as additional paper trays, extra memory, or a duplex unit. If it cant, a dialog appears that lets you specify them. Make sure the settings in that dialog accurately reflect your printers installed accessories so you can take full advantage of them.

Setup a USB printer

1. 2. Follow the instructions that came with the printer to set it up and connect it to the computer. Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. OS X Mountain Lion updates its list of available printer software. It downloads printer software as needed when printers are added. 3. 4. 5. Open a document to print, and then choose File > Print. Open the Printer pop-up menu and choose your printer. If you dont see your printer, contact the printers manufacturer for more information.

Set up a W i-Fi printer

1. 2. Follow the directions that came with the printer to set it up and connect it to your Wi-Fi network. Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. OS X Mountain Lion updates its list of available printer software. It downloads printer software as needed when printers are added. 3. 4. Open a document to print, and then choose File > Print. Open the Printer pop-up menu and choose your printer in the Nearby Printers section of the menu.

Set up a netw ork printer

Printers on the local network that use Bonjour, IP, and Open Directory, as well as shared printers and printers connected to a Time Capsule or AirPort base station. Be sure to follow any instructions from your network administrator. 1. 2. If youre setting up a printer, follow the instructions that came with it to set it up and connect it to your network. Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. OS X Mountain Lion updates its list of available printer software. It downloads printer software as needed when you add printers.

3. 4. 5.

Open a document to print, and then choose File > Print. Open the Printer pop-up menu and choose your printer in the Nearby Printers section of the menu. If you dont see your printer, choose Add Printer from the Printer pop-up menu. A dialog appears listing any Bonjour, IP, shared, and Open Directory printers on your local network. It may take a minute or two for your printer to appear.

6.

Select your printer when it appears in the list, and then click Add.

If you dont see the network printer

! !
For an IP printer, click IP in the toolbar and enter the printers information. For an SMB/CIFS shared printer, click Windows in the toolbar and enter the printers information. Refer to KB Articles PH11478 and PH10880 for more information.

Im portant
If a printer that includes a scanner is connected to a local network, other computers on the local network can see whats on the scanner bed. If you scan documents with sensitive information, connect the scanner to your computers USB port.

Connecting printer to Tim e Capsule or AirPort base station

Using an AirPort Extreme Base Station, AirPort Express Base Station, or Time Capsule, you can share a printer with other computers on your network, whether they connect to the network wirelessly or with a cable. The other computers must use Mac OS X v10.2.3 or later. 1. 2. Follow the directions that came with your printer to set it up. Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. OS X updates its list of available printer software. It downloads printer software as needed when you add printers. 3. Connect the printer to the USB port on your computer, and then print a test page.

! Connect the printer to your Time Capsule or AirPort base station. If your printer has an Ethernet
port, connect your printer to one of your base stations Ethernet ports.

! Otherwise, connect your printer to the USB port on the Time Capsule or AirPort base station.

! If youre setting up an AirPort Express for the first time, connect the printer to the AirPort Express
before setting up the base station. 5. 6. 7. Open a document to print, and then choose File > Print. Open the Printer pop-up menu and choose the printer in the Nearby Printers section of the menu. If the printer is connected to your base stations USB port and you have problems doing any of the following, temporarily disconnect the printers USB cable from the Time Capsule or AirPort base station and connect it to your computer:

! ! ! !

Use the printer utilities that came with your printer. Check the status of ink cartridges. Perform scans with your printers scanner. View error messages, such as Out of Paper or Printer Busy.

Troubleshooting Printers

Before you troubleshoot, try these suggestions

1. Check the printers queue window

! ! ! !

Click the printers icon in the Dock to see the printers status. If you see the Resume button in the toolbar, click the button. If another job is holding up the queue because of an error, select that job and then click the small Delete Job button on the right (marked with an X). If the print job is paused, select it and then click the small Resume Job button on the right (marked with a curved arrow). 2. Check which printer you used

You may have chosen a printer different from the one you think you did in the Print dialog. Check which printer you actually used. 3. Print from another app

Try printing from another app, such as TextEdit. If the problem occurs only in one app, review that apps documentation for further troubleshooting steps. 4. Make sure the printer is operating properly by verifying:

! ! ! !

It is turned on and is displaying normal status lights. It has paper, and the paper isnt jammed. It has enough ink or toner. Its cables are properly connected.

Troubleshoot a USB printer

Make sure your computer recognizes the printer

! ! !

Open System Information, and then click USB. If the printer appears but does not work, the problem might be with the printer. Review the printers documentation for further troubleshooting steps. If the printer doesnt appear, make sure its properly connected to your computers USB port. Check with the computers administrator

If youre not an administrator for the computer, check with someone who is to make sure youre in the list of people who can use the printer. Use the best software for your printer

Make sure you have the latest version of the software for your printer. If you still have problems, try different printer software for your printer. Replace a corrupted printer queue

! !

If none of the previous solutions work, the printers queue may be corrupted. In Print & Scan preferences, delete and set up your printer again. If you still cant print, reset the printing system. Instructions can be found at the end of this section.

Troubleshoot a network printer

Make sure youre connected to the network 1. 2. Choose Apple menu > System Preferences and click Network. Click Assist me and then click Diagnostics.

Check a shared printers status If youre using a printer shared from another users computer, but the shared printer doesnt appear in your list of printers, check the following with the other user:

! !

The printer and the computer sharing it are both turned on. The computer sharing the printer has Mac OS X v10.4 or later.

! ! !

The computer sharing the printer has printer sharing turned on. You entered the account name and password given to you by the person sharing the printer. You used an account with a password. You cant print to a restricted printer using an account that has a blank password. Make sure youre on the same network Your computer might not be able to find a printer thats on another local network.

To see if the printer you want to use is on the same network as your computer, try adding it again. If the printer doesnt appear in the list of available printers, your computer might be on a different network now.

If you know the printers IP address (for example, 192.168.1.100), you can try adding it as an IP printer. Use the best software for your printer Make sure you have the correct version of your printers software (also called its printer driver).

If youre using a printer that another user is sharing, make sure youre both using the same version of the printer software. To find out which version youre using, select the printer in Print & Scan preferences, click Options & Supplies, and then click General. Note the driver version.

If youre using a network printer (not a printer shared by another user), try updating the printer software or using different printer software. Add your printer again

! !

Try to add your printer again in Print & Scan preferences. If you can print to the newly added printer queue, delete the old printer queue. If you cant add the printer because it doesnt appear in the list of available printers, it may be turned off, or your computer may be on another network now. If the printer was shared by another user, the user may have stopped sharing it, or the users computer may be offline. If you dont manage the printer, ask the person who does for help. If you still cant print, reset the printing system. Instructions can be found at the end of this section.

Troubleshoot an AirPort printer

Make sure youre in the correct Wi-Fi network

You might not have joined the same Wi-Fi network that the printer is in. Choose another network by clicking the Wi-Fi icon in the menu bar, or by opening the Wi-Fi pane of Network preferences. Reconnect your printer to the base station

! !

Disconnect your printer from the base station and then reconnect it. If youre using an AirPort Express Base Station, unplug the base station and turn off the printer. Disconnect the USB cable from the base station. Then plug in the base station and turn on the printer. After the base station finishes starting up, reconnect the USB cable to the base station.

If youre using an AirPort Extreme Base Station, unplug the base station and turn off the printer. Leave the USB cable connected to the printer. Then turn on the printer, and plug in the base station. Use the best software for your printer

If you arent using another users shared printer, make sure you have the latest version of your printers software (also called a printer driver). If you still have problems, try different printer software for your printer. Replace a corrupted printer queue

! ! !

If none of the previous solutions work, the printers queue may be corrupted. In Print & Scan preferences, delete and set up your printer again. If you still cant print, reset the printing system. This removes all printers from your list of printers, deletes information about completed print jobs, and deletes any printer presets. If you still cant print, reset the printing system. Instructions can be found at the end of this section.

How to reset the printing system

This process deletes all printers from the computer's list of printers, deletes information about all completed print jobs, and deletes all printer presets. 1. 2. Choose Apple menu > System Preferences and click Print & Scan. Hold down the Control key as you click in the list at the left, and choose Reset printing system from the menu that appears. After you reset the printing system, the list of printers in Print & Scan preferences is empty. 3. Add the printers you use.

Learning Resources
! ! ! ! !
About AirPlay Mirroring in OS X Mountain Lion About Location Services in OS X Mountain Lion and Safari 6 About Thunderbolt to Thunderbolt cable (2.0 m) Apple Thunderbolt cables and adapters Boot Camp 4.0, OS X Lion and Mountain Lion: Frequently asked questions

! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !

Boot Camp: Apple keyboard mapping in Windows Operating Systems Boot Camp: FireWire devices may affect Windows 7 responsiveness if connected to an Apple Thunderbolt display Boot Camp: Use DVD or USB storage to install Boot Camp drivers Boot Camp: Windows 7 does not detect Target Disk Mode drives Choosing good passwords in Mac OS X OS X Mountain Lion: About FileVault disk encryption OS X Mountain Lion: About managing Location Services OS X Mountain Lion: About Thunderbolt OS X Mountain Lion: Bluetooth wireless technology OS X Mountain Lion: If a document doesnt print OS X Mountain Lion: If the indicator light is flashing on your Apple Bluetooth device OS X Mountain Lion: Open an app by overriding Security & Privacy preferences OS X Mountain Lion: Recovery key OS X Mountain Lion: Reset the printing system OS X Mountain Lion: Send a file to a Bluetooth device OS X Mountain Lion: Set up a Bluetooth device OS X Mountain Lion: Set up a printer OS X Mountain Lion: Set up a printer connected to a Time Capsule or AirPort base station OS X Mountain Lion: Set up a printer shared by a Windows computer via SMB/CIFS OS X Mountain Lion: Set up an IP printer OS X Mountain Lion: Share your files using Bluetooth OS X Mountain Lion: Troubleshoot an AirPort printer OS X Mountain Lion: Use Bluetooth OS X Mountain Lion: What you can do using Bluetooth OS X: Apple ID can be used to reset your user account password OS X: Changing or resetting an account password Set up a printer with built-in Wi-Fi Starting from an external USB storage device (Intel-based Macs) Thunderbolt ports and displays: Frequently asked questions (FAQ) Troubleshoot a network printer Troubleshoot a USB printer Troubleshooting AirPlay and AirPlay Mirroring Using USB 3 devices on Mac computers FAQ
Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Recovery

Introduction

This lesson covers OS X Recovery, Internet Recovery and External Disk Recovery. OS X Mountain Lion: Recovery is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! !
Utilize the recovery partition to repair disks, restore or reinstall OS X Mountain Lion Identify requirements of and access Internet Recovery Create an external recovery disk Locate and use OS X Recovery utilities Determine and resolve common recovery issues

Audience

Prerequisites

Time Required

Technicians studying for

OS X Mountain Lion:

30 Minutes

Audience ACMT certification or recertification.

What is OS X Recovery?

Prerequisites Installation

Time Required

OS X Recovery lets you repair disks or reinstall OS X without the need for a physical install disc. In addition to Disk Utility, it includes other recovery utilities that allow you to restore from a Time Machine backup, get help from Apple Support online, administer a firmware password, obtain network information and access the UNIX command line interface.

W hen to use O S X Recovery

! ! ! ! ! !
Reinstall OS X Mountain Lion Verify, repair or erase the hard drive Set up and install a new copy of OS X Mountain Lion When you have a Time Machine backup that you want to restore Use Safari to browse the Apple Support website when the computer is problematic Troubleshoot the network you are connected to when the computer is problematic

! !

Utilize troubleshooting procedures that involve entering command lines in Terminal Set a firmware password

Reset a login password

Apple ID can be used to reset a user's login and password (if FileVault isn't enabled). This eliminates the need to startup from OS X Recovery. Make sure that an Apple ID is associated with your user account, and that an administrator has given you permission to reset your own password using an Apple ID. Refer to KB Article PH11390 for more information.

Accessing OS X Recovery

In most cases, OS X Recovery is accessed using a hidden bootable partition on the computer's hard drive (Recovery HD). If the partition is not available due to hard drive issue or if the hard drive was replaced, the Mac will to attempt access OS X Recovery over a broadband Internet connection (Internet Recovery). This feature is supported on newer computers. If you are unable to startup from Recovery HD or Internet Recovery, OS X Recovery can be accessed from an external drive (External Disk Recovery).

Inform ation concerning older m odel com puters

!
If you can't startup from OS X Recovery (using the recovery partition, Apple's servers via Internet Recovery, or an external disk) startup from an OS X 10.6 Snow Leopard or earlier install or restore CD or DVD disc. Note: Repair tools and utilities from earlier OS X versions may not work with OS X Mountain Lion.

Some computers that did not ship with OS X Lion or OS X Mountain Lion installed may have a software update available that allows them to use Lion Internet Recovery. Refer to KB Article HT4904 for more information.

Recovery HD

Play
1. 2. Restart the Mac. Hold down the Command key and the R key (Command-R), until the Apple icon appears. Note: The Recovery HD can also be accessed using Startup Manager. Hold down the Option Key and choose Recovery HD. 3. After the Recovery System is finished starting up, the "OS X Utilities" application window will appear.

Im portant
1. 2. 3. If you see a login window or your own desktop and icons, it is possible that you didn't hold Command-R early enough. Restart and try again. If a firmware password or FileVault 2 has been enabled, do not use Startup Manager. Recovery HD will not appear. Instead, hold down Command-R at startup. The recovery partition is hidden. It will not mount on the desktop nor will it appear in Disk Utility.

Internet Recovery

Play
1. 2. 3. 4. At startup, hold down Command-R. When the Mac determines Recovery HD is unavailable, it starts Internet Recovery. If the Mac is not connected to an Ethernet network, you will be asked to select a Wi-Fi network. Note: Network must be DHCP enabled. Only WPA/WPA2 Wi-Fi networks are supported. The Mac will download and start OS X Recovery. The "OS X Utilities" application window will appear. The same Recovery HD utilities are available for use.

M ore Inform ation

! !
Internet Recovery can directly accessed by holding down the Command + Option + R keys. Some computers may require a software update to use Internet Recovery. Refer to KB Article HT4904 for more information.

External Recovery Disk

Play

Part 1: Create O S X Recovery Disk

Im portant
! ! !
The Recovery Disk Assistant will erase the storage device. You should back up any important files that are on the device to a different drive. In order to create an external OS X Recovery using the OS X Recovery Assistant, the Mac must have an existing Recovery HD. The external recovery drive can only be used with the system that created it. 1. 2. 3. 4. 5. 1. 2. 3. Download the OS X Recovery Disk Assistant application from KB Article DL1433. Insert an USB, FireWire, Thunderbolt external storage device (or SDHC or SDXC card into the SD card slot). Launch the OS X Recovery Disk Assistant. Select the drive where you would like to install. Follow the on screen instructions. Connect the external drive to the Mac. At startup, hold down the Option key to access Startup Manager. Choose the external Recovery disk.

Part 2: Using the O S X Recovery Disk

4.

The "OS X Utilities" application window will appear. The same Recovery HD utilities are available for use.

Recovery Utilities

The following tools are available from the Mac OS X Utilities window: 1. Restore From Time Machine Backup Use if you have a backup of the system. 2. 3. Reinstall Mac OS X Reinstall a new copy of OS X Mountain Lion. Get Help Online Use Safari to browse the Apple Support website. 4. Disk Utility Verify, repair, or erase the hard drive. Found in the Utilities menu bar:

5.

Firmware Password Utility Used to set a firmware password to prevent the Mac from starting up from a different hard disk, CD or DVD.

6.

Network Utility Provides network information that can aid in troubleshooting network connectivity.

7.

Terminal Allows the user to interact with the computer through a command line interface.

More information on reinstalling OS X Mountain Lion and restoring from a Time Machine backup can be found in the next two sections of this course.

W hen a disk is reform atted, what happens to Recovery HD?

! !
If OS X Recovery is accessed using Recovery HD (hidden partition), it will not erase itself, but will erase all other partitions on the hard drive. If OS X Recovery is accessed using Internet Recovery or an External Recovery Disk, it is capable of erasing the entire hard drive - all partitions including the hidden Recovery HD partition.

Restore From Backup

If Time Machine was used to back up a Mac, the system's contents can be recovered and restored in the event the startup disk is damaged.

Im portant
! !
Restoring from Time Machine backup will first format the drive. This may resolve any existing directory damage issues. Do not attempt to restore a system using a Time Machine backup from another computer. To transfer your information to a new computer, use Migration Assistant.

Restore a Tim e M achine Backup: Using OS X Recovery

1. Startup the computer, and access OS X Recovery using the Recovery HD, Internet Recovery or External Recovery Disk. 2. The "OS X Utilities" application window will appear. Select Restore from a Time Machine Backup If the backup is on an external disk, select it and click Continue. If a Time Capsule contains the backup, choose the AirPort network from the AirPort menu on the right side of the menu bar. Select the correct Time Capsule and click Connect to Remote Disk. If the backup is on a network disk, select it and click Connect to Remote Disk. You may need to enter a name and password to connect. 3. Select the date and time of the backup you want to restore, and then follow the onscreen instructions.

! ! !

! !

If any system items were excluded from Time Machine backup, the Restore from Time Machine backup feature will not work. After the computer is restored from a Time Machine backup, Time Machine may perform a full backup at the next scheduled backup time. This is normal. Time Machine resumes incremental backups after the full backup is completed.

Reinstall OS X
Under some circumstances, OS X Mountain Lion may need to be reinstalled. Some reasons may include:

! ! !

Issues occur either during system startup or after startup is complete Known OS X Mountain Lion compatible applications continue to crash despite being reinstalled Unstable or strange system behavior or performance issues

Im portant
!
Reinstalling OS X Mountain Lion requires broadband access to the Internet via Wi-Fi or an Ethernet connection. OS X is downloaded over the Internet from Apple when OS X Recovery is used for reinstallation.

During the reinstallation process, the computer's serial number will be sent to Apple to help authenticate your request to download and install OS X Mountain Lion. You will be prompted to enter the user's Apple ID and password used to purchase OS X Mountain Lion.

The OS X download is about 4 GB large; the time required to download will vary, depending on the speed of your Internet connection.

Perform ing the O S X Reinstall

Method 1: Reinstalling OS X Mountain Lion using Recovery HD 1. 2. 3. 4. 5. 6. Restart the Mac, hold down Command-R during startup. (Or hold down Option key, access Startup Manager and select Recovery HD) A "OS X Utilities" application window should appear. Connect to the Internet with a DHCP-enabled network connection. If you are not using a wired Ethernet connection, choose a network from the Wi-Fi menu in the right corner of the menu bar. Select Reinstall OS X Mountain Lion and then click continue. In the pane where you select a disk, select the current OS X disk. Click Install.

Method 2: Reinstalling OS X Mountain Lion using External Drive 1. 2. 3. 4. 5. 6. Restart the Mac, hold down Option key to access Startup Manager. Select external drive. An "OS X Utilities" application window will appear. Select Reinstall OS X Mountain Lion and then click continue. Select the startup OS X disk as the destination drive. Click Install.

Method 3: Reinstalling OS X Mountain Lion using Installer App (purchased from Mac App Store) 1. 2. 3. 4. Launch the Mac App Store. Press and hold the Option key while you click the Purchases tab. The button to the right of the Install OS X Mountain Lion item should change to "Install" allowing you to download the installer app. Locate and launch the installer to reinstall OS X Mountain Lion.

Reinstalling Apps
If reinstalling OS X Mountain Lion does not remedy a problem associated with an app, reinstall it. Refer to the OS X Mountain Lion: Troubleshooting Techniques course for more information.

Symptoms & Fixes

M ac starts up to desktop or login window instead of O S X R ecovery

Symptom Command and R keys are held down at startup, but the usual login window or desktop appears instead of the OS X Recovery window. Resolution It is likely that you didn't hold Command-R early enough. Restart and try again.

Recovery HD does not appear in Startup M anager

Symptom Option key is held down at startup. Startup disk is displayed, but Recovery HD is missing. Resolution If a firmware password or FileVault 2 is been enabled, do not use Startup Manager. Recovery HD will not appear. Instead, hold down Command-R at startup.

Internet Recovery doesn't work

Symptom Can't access Internet Recovery or it stalls. Using a Wi-Fi network. Resolution More than likely, the Wi-Fi network is not configured correctly. Network must be WPA/WPA2 and DHCP enabled. Try connecting using an Ethernet connection if the network cannot be reconfigured.

Can't reinstall O S X M ountain Lion

Symptom Can't reinstall OS X Mountain Lion while using the hidden OS X Recovery partition. Resolution Reinstalling OS X Mountain Lion requires broadband access to the Internet via Wi-Fi or an Ethernet connection. OS X is downloaded over the Internet from Apple when OS X Recovery is used for reinstallation.

Disk Utility doesn't show Recovery HD

Symptom User reports they are unable to locate the Recovery HD in Disk Utility. Resolution Recovery HD is a hidden partition. It will not appear in Disk Utility.

Im portant
! !
If OS X Recovery is accessed using Recovery HD (hidden partition), it will not erase itself, but will erase all other partitions on the hard drive. If OS X Recovery is accessed using Internet Recovery or an External Recovery Disk, it is capable of erasing the entire hard drive - all partitions including the hidden Recovery HD partition.

M acBook Pro (13-inch, Early 2011) can't access Internet Recovery

Symptom

MacBook Pro cannot access Internet Recovery. Resolution Some computers that did not come with OS X Lion or later require a firmware update to use Internet Recovery. Go to the Apple Menu > Software Update or refer to KB Article HT4904 and HT1237 for more information.

Troubleshooting Practice
A customers MacBook Pro freezes after login. She would like to research Apple Support articles about this issue. She has no other way to access the Internet. How can she do this? Click to reveal answer. 1. 2. Startup from OS X Recovery. Choose Get Help Online from the Recovery menu.

Learning Resources
! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
Computers that can be upgraded to use OS X Internet Recovery OS X Mountain Lion : Erase a disk OS X Mountain Lion : Recover your entire system OS X Mountain Lion : Reset a login password OS X Mountain Lion: Change your startup disk OS X Mountain Lion: Erase and reinstall OS X OS X Mountain Lion: Reinstall OS X OS X Mountain Lion: Repair a disk OS X Mountain Lion: Restore items backed up with Time Machine OS X Mountain Lion: Restore your computers software OS X Mountain Lion: Your computers internal disk OS X Recovery Disk Assistant v1.0 OS X: About OS X Recovery OS X: About Recovery Disk Assistant OS X: Ports and hosts used by OS X Recovery Starting from an external USB storage device (Intel-based Macs) Startup Manager: How to select a startup volume Wireless input devices: Bluetooth frequently asked questions
Copyright 2012, AppleCare

Terms of Use Privacy Policy

Lion: Security and Privacy

Introduction

OS X Mountain

This lesson covers the security and privacy features of OS X Mountain Lion. OS X Mountain Lion: Security and Privacy is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! ! !
Describe OS X Mountain Lion Security & Privacy features. Configure Security & Privacy settings to address customer concerns. Explain and configure FileVault 2. Describe the changes to the user experience with FileVault 2 enabled. Explain and configure Gatekeeper. Describe the changes to the user experience with Gatekeeper.

Audience

Prerequisites

Time Required

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

Using Passwords

OS X Mountain Lion: Installation, Startup, File System, Applications, Accounts and Permissions

30 Minutes

In the general pane of the Security & Privacy System Preference, users can set password and Gatekeeper controls. Gatekeeper is covered in greater detail in the next section of this course.

1.

Change Password Lets you change the login password for the current user.

2.

Require password ... after sleep or screen saver begins Use this setting to ensure that your Mac is safe when left in an idle state. Upon waking, a user login password must be entered before the computer can be used. You can select the amount of time after the screen saver or sleep begins before a password is required.

3.

Show a message when the screen is locked You can add a short message to the login window that is displayed when your Mac is locked. The message can be anything appropriate to users attempting to log in. It can also act like an engraving to provide contact information for a lost computer.

4.

Disable automatic login Select Disable automatic login to require the users to authenticate with a password when they log in.

Reset login password with Apple ID

Users can reset their password using their Apple ID. User accounts must be associated with an Apple ID at initial installation of OS X Mountain Lion or by entering their Apple ID in the Users & Groups system preference pane.

Advanced Settings
Increase the security of a Mac by adjusting specific settings in the Advanced pane of System preferences:

1.

Log out after...minutes of inactivity Automatically logs out after the computer is idle for the given number of minutes.

2.

Require an administrator password to access locked preferences Prevents users from changing locked system preferences without an administrators password.

3.

Automatically update safe downloads list Apple keeps an updated list of malware that may try to compromise the security of your computer. Your computer is set, by default, to automatically update this information with the latest available.

4.

Disable remote control infrared receiver Stop your computer from being able to receive commands from an infrared remote control.

Gatekeeper

Gatekeeper makes it safer to download apps by protecting you from inadvertently installing malicious software on your Mac. The safest place to download apps for your Mac is the Mac App Store. Apple reviews each app before its accepted by the store, and if theres ever a problem with an app, Apple can quickly remove it from the store. When you download software from any other place on the Internet, Gatekeeper makes that safer, too. Developers can get a unique Developer ID from Apple and use it to digitally sign their apps. The Developer ID allows Gatekeeper to block apps created by malware developers and to verify that apps havent been tampered with. If an app was developed by an unknown developer one with no Developer ID Gatekeeper can keep your Mac safe by blocking the app from being installed.

Gatekeeper options
Gatekeeper gives you more control over what you install. You can choose the safest option and only allow apps that come from the Mac App Store to open. There is also the default option of only allowing apps that come from the Mac App Store and identified developers. Or you can choose to allow any apps open, just like previous versions of OS X.

Gatekeeper options are:

Mac App Store Allow only Apps from the Mac store to open.

Mac App Store and identified developers (default) Allow only apps that came from the Mac App Store and developers using Gatekeeper can open.

Anywhere Allow applications to run regardless of their source on the Internet; Gatekeeper is effectively turned off. Note: Developer ID-signed apps that have been inappropriately altered will not open, even with this option selected.

How to open an app from a unidentified developer

If you are confident the app downloaded from the Internet is the latest version and is from a source you trust, you can open an app from an unidentified developer by following these steps. 1. 2. 3. In Finder, Control-click or right click the icon of the app. (Or tap a multi-touch trackpad with two fingers.) Select Open from the menu that appears. Click Open in the dialog box. If prompted, enter an administrator name and password.

FileVault

You can use FileVault 2 full disk encryption to encrypt the information on your disk. Encryption encodes the data on your disk so that unauthorized users, applications, or utilities cant access your information. It cant be read unless the login password is entered. If you store sensitive information on your computer, you should consider using FileVault disk encryption. For example, losing the portable which stores all your company's sensitive data might hurt your business. With FileVault, even if you are logged out of your account when your computer is lost your information is protected because the data is encrypted.

FileVault 2 uses the government-approved encryption standard, the Advanced Encryption Standard with 128-bit keys (AES-128).

Im portant
1. FileVault requires OS X Mountain Lion and Recovery HD installed on your startup drive. If you receive an alert during installation that no Recovery HD could be created and continued to install OS X Mountain Lion, you will be unable to use FileVault 2. 2. When FileVault is enabled, Recovery HD does not appear in the Startup Manager (which is accessed by holding Option during startup). However, you can select the Recovery HD by holding CommandR as OS X Mountain Lion starts up. 3. FileVault cannot be used with some highly partitioned disk configurations such as RAID disk sets.

FileVault Setup

FileVault 2 is managed via the Security & Privacy preference in System Preferences. To set up FileVault, you must have an administrator account. 1. Click the FileVault tab in the Security & Privacy preferences to enable or disable FileVault.

! !

When FileVault is enabled, the process could take a while depending on how much information is on the disk. However, the Mac can still be used while the disk is being encrypted. FileVault cannot be enabled if you migrated a home directory that was encrypted by an earlier version of FileVault. 2. Upon selecting "Turn On FileVault", if the Mac has multiple user accounts, you will be asked to identify the user accounts that will be allowed to unlock the encrypted drive (to start the computer or recover from sleep or hibernation).

Users not enabled for FileVault unlock will only be able to log in to that Mac after an unlock-enabled user has started or unlocked the drive. Once unlocked, the drive remains unlocked and available to all users, until the computer is shut down. 3. You will need to enter the password, or have users enter their passwords, for each account you wish to allow to unlock FileVault. 4. After enabling users for disk unlock, you will be shown your recovery key.

This key is a backup unlock method provided to you in case the unlock-enabled user password is forgotten. You can highlight and copy this key to print it out, email it or otherwise copy it.

Recovery Key rem inder

Don't keep a copy of this key on the computer because it will be encrypted and inaccessible along with the rest of the data. Instead, make an external copy or write it down and store it in a secure, but physically retrievable, location. 5. When you've completed the process of turning on FileVault, you will be prompted to restart the Mac. After restarting, you will notice the login screen appears very quickly, then an Apple logo with spinning gear appears after typing in your password. With FileVault 2 enabled, you are now logging in at EFI which unlocks the drive and begins the normal OS X Mountain Lion start up process.

FileVault should finish the initial encryption of your entire hard disk within a few hours (Solid-state drives encrypt faster). This happens in the background, and won't interrupt normal usage of your computer. In addition to using your computer, you can sleep, log out and even turn off your computer during this time.

Storing your recovery key w ith Apple

After you are shown your recovery key, you will be given the opportunity to store your recovery key with Apple.

If you choose to store your key with Apple, you will presented with three "Choose a question" dropdown menus with three corresponding textfields. Complete the questions and answers in the associated text fields.

! !

The key you store with Apple will be encrypted using the answers you provide before it is sent to Apple. Please take care to choose answers that you can easily remember exactly as you typed them, should you need to retrieve your recovery key from Apple.

Retrieving recovery key from Apple

If you forget your login password for a FileVault-encrypted drive, and you had chosen to store your recovery key with Apple, you may contact AppleCare and request retrieval of your recovery key. Typing in the wrong login password three times will produce a note under the password field which states, "If you forgot your password, you can reset it using your recovery key." Click the triangle-button next to that message to reveal the Recovery Key text field (which replaces the password textfield) and AppleCare contact information, along with your computer's Serial Number and a Record Number. You will need to provide these two pieces of information in order for AppleCare to retrieve your recovery key.

Using Firewalls

A firewall prevents unwanted connections from the Internet or other networks.

1.

Turn On Firewall If Firewall is turned off, click Turn On Firewall to turn on firewall protection.

2.

Firewall Options The Firewall Options button lets you change firewall settings.

3.

Block all incoming connections To have the firewall prevent incoming connections to nonessential services and apps, select Block all incoming connections. Basic Internet services are a set of apps that allow your computer to find services provided by other computers on the network. This setting prevents connections to all other sharing services.

4.

Add (+) To add an app, click Add (+), select the app in the list, and then use the Up Arrow and Down Arrow keys to set the limits for the app.

5.

Delete (-) To remove an app, select it in the list and then click Remove (-).

6.

Automatically allow signed software to receive incoming connections This setting allows apps and services that are signed by a valid certificate authority to be automatically added to the list of allowed apps, rather than requiring you to authorize them. For example, iTunes is signed by Apple, and so it is automatically allowed to receive incoming connections through the firewall.

7.

Enable Stealth Mode Stealth mode prevents your system from responding to probing requests that can be used to reveal its existence. The system still answers requests from authorized apps, but unauthorized requests such as ICMP (ping), get no response.

Certain shared services can connect through the firewall when they are turned on in Sharing preferences. For additional security, prevent connections to these incoming services by turning off the service in Sharing preferences.

Privacy
The Privacy pane of Security & Privacy preferences pane allows you to manage the information your Mac makes available.

1.

Enable Location Services When you turn on Location Services, you allow apps and websites to use your computers current location to provide information, services, and features appropriate to where you are.

2.

Contacts Controls which apps can access your contacts.

3.

Send diagnostic and usage data to Apple To help Apple serve customers better and improve the quality of Apple products, you can choose to automatically send diagnostic and usage information to Apple.

Symptoms and Fixes

Can't access contacts from within an app

Symptom Sam can't access his contacts within an app.

Resolution 1. 2. 3. 4. Go to System Preferences > Security & Privacy. Click the Privacy Tab. Click Contacts. Select the apps you wish to allow Contacts access.

Firewall enabled, but co-workers can still see files

Symptom Melissa enabled the Firewall, but her co-workers can still see files in her Public folder. How can she completely block them from seeing her files? Resolution Certain shared services can connect through the firewall when they are turned on in Sharing preferences. 1. 2. Go to System Preferences > Sharing. Uncheck the File Sharing box.

Forgotten FileVault password

Symptom Vanessa is the admin for her family's iMac. Since she keeps financial information on the computer, she enabled FileVault. She went on an extended vacation and forgot her password. Resolution 1. 2. Use the recovery key created when FileVault was enabled. In case the recovery key is lost, advise the customer to contact AppleCare directly to retrieve the password (if she opted to store the recovery key with Apple)

Can't open an app

Symptom Julian just bought a new iMac with OS X Mountain Lion installed. He is having difficulty opening a game that he copied over from his existing MacBook Pro (running OS X Lion). Resolution By default, OS X Mountain Lion will allow only apps that come from the Mac App Store and developers using Gatekeeper. Option 1: 1. 2. 3. 1. 2. 3. In Finder, Control-click or right click the icon of the app. Select Open from the menu that appears. Click Open in the dialog box. If prompted, enter an administrator name and password. Go to System Preferences > Security Privacy. Click General tab. Select Mac App Store and identified developers from the "Allow applications downloaded from:" menu.

Option 2:

Troubleshooting Practice
Jaime tries to launch an app named Dangerous on OS X Mountain Lion and sees the following warning: Dangerous comes from an unidentified developer. Your security preferences are set to block installation of applications from unidentified developers. What can he do to open the application? Click to reveal answer. In the Finder: 1. 2. Control-click or right click the icon of the app. Select Open from the contextual menu.

Learning Resources
! ! ! ! ! ! ! ! ! ! !
About Location Services in OS X Mountain Lion and Safari 6 Choosing good passwords in Mac OS X OS X Lion: Encrypt the information on your disk with FileVault OS X Lion: Using FileVault 2 and Lion Recovery OS X Mountain Lion: About FileVault disk encryption OS X Mountain Lion: About managing Location Services OS X Mountain Lion: Advanced pane of Security & Privacy preferences OS X Mountain Lion: Encrypt the information on your disk with FileVault OS X Mountain Lion: If you cant see a disk encrypted by FileVault OS X Mountain Lion: If you cant turn on FileVault for a disk OS X Mountain Lion: If you forget your login password and FileVault is on

! ! ! ! ! ! ! ! ! ! ! ! ! !

OS X Mountain Lion: Open an app by overriding Security & Privacy preferences OS X Mountain Lion: Protect your Mac from malware OS X Mountain Lion: Recovery key OS X Mountain Lion: The app has been modified or damaged OS X Mountain Lion: The FileVault pane of Security & Privacy preferences OS X Mountain Lion: The Firewall pane of Security & Privacy preferences OS X Mountain Lion: The General pane of Security & Privacy preferences OS X Mountain Lion: The Privacy pane of Security & Privacy preferences OS X Mountain Lion: Turn off FileVault disk encryption OS X: About FileVault 2 OS X: About OS X Recovery OS X: Apple ID can be used to reset your user account password OS X: Changing or resetting an account password OS X: How to create and deploy a recovery key for FileVault 2
Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Startup Process

Introduction

This lesson covers the startup process for OS X Mountain Lion. Each stage in the process will be reviewed in detail, which will help you troubleshoot and resolve startup issues. OS X Mountain Lion: Startup Process is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! !
Explain the OS X startup process and its different stages. Recognize when the startup process if abnormal. Identify potential startup issues and associated fixes. Demonstrate when and how a Safe Boot is used. Determine and resolve common startup issues.

Audience

Prerequisites

Time Required

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

The Startup Process

OS X Mountain Lion: Installation

30 Minutes

The startup process begins when the power button is pressed and ends when the desktop appears. The entire process is comprised of these three stages: 1. Hardware First, the system powers up, tests and prepares the hardware. 2. Firmware The computer's firmware (permanent software embedded in hardware) is loaded. 3. Software The boot loader (program that places the operating system into memory) is loaded. The operating system loads and starts everything else required by the login stage. Most startup issues occur at this stage. The selected user logs in (either automatically or using the login window) and the operating system sets up the user's environment.

Stage 1: Hardware

1.

Power On and Self Test When you press the power button, the Mac provides power to the logic board and performs a quick check of the hardware. This hardware check is called the power-on self test (POST). This test resides in read-only memory (ROM) of the computer.

If the POST is successful, the Mac will emit a startup chime. If a fault is detected, it will emit error tones instead. When this occurs, the screen remains black.

W hat do the error tones m ean?

Tone(s)
1 tone, a 5-second pause, repeat 3 successive tones, a 5-second pause, 3 successive tones 1 long tone when holding down the power button 3 long tones, 3 short tones, 3 long tones

Description
No RAM installed RAM does not pass data integrity check Firmware upgrade in process. See About firmware updates for Intel-based Macs for more details. Firmware restoration from CD in process. See About the Firmware Restoration CD (Intel-based Macs) for more details.

Stage 2: Firmware

2.

Firmware Loads The computer's firmware (permanent software embedded in hardware) is loaded. While it loads, the Mac displays a blank gray screen. The firmware decides which startup disk to use (hard disk, Recovery HD, Internet Recovery, installation disc or NetBoot server).

If FileVault or firmware password is enabled, the Mac will require that the correct password be entered to continue.

Startup D isk Issues

When a Mac displays this flashing folder at startup, it is unable to find a startup disk that contains boot files.

When a Mac displays this prohibitory sign at startup, the Mac is not compatible with the installed version of OS X.

Stage 3: Software

3.

Boot Loader is Loaded When the gray Apple is displayed, the boot loader has been successfully loaded from the startup disk. The Boot Loader is a specific file called "boot.efi" (found in the /System/Library/CoreServices/ folder).

4.

Kernel Loads Files While the kernel and related files load, it also checks the directory and starts services (like virtual memory and other launch agents). During this process, a spinning gear is displayed under the Apple.

5.

Graphical User Interface Starts When the gray screen is replaced with the dark linen background, the OS X Mountain Lion graphical user interface (GUI) processes have started.

6.

Login Window or Desktop Appears Finally, you can log in. Based on your preferences, OS X Mountain Lion will prompt you for a name and password or automatically log in bringing you directly to the desktop.

7.

User Environment is Prepared The Finder opens and OS X Mountain Lion looks for user accounts, user-owned files and starts running processes. This includes the Finder and Dock.

8.

Login Items are Loaded OS X Mountain Lion then opens login items (as set in the Users & Groups System Preference pane).

What is a Safe Boot?

Safe Boot is a special way to start up when troubleshooting. After a Safe Boot, the Mac will enter into Safe Mode, which will assist in isolating and identifying problems. To perform a Safe Boot, hold the Shift key as the Mac starts up. The Safe Boot startup screen appears:

W hat does Safe Boot do?

! ! ! ! ! !
It forces a directory check of the startup volume It loads only required kernel extensions (some of the items in /System/Library/Extensions) It disables all fonts other than those in /System/Library/Fonts It disables all startup items and login items Deletes the dynamic loader shared cache at (/var/db/dyld/). A cache with issues may cause a blue screen on startup, particularly after a Software Update. Restarting normally recreates this cache. The behavior of some devices (such as an AirPort card or USB peripherals) may also vary in Safe Mode. These changes can help resolve software or directory issues that may exist on the startup volume.

Im portant

1. 2. 3.

Safe Boot may take longer than normal. When you see the progress indicator (spinning gear), the disk's directory is being checked and or repaired. This process may take several minutes. You cannot perform a Safe Boot if the computer owner or administrator has enabled firmware password protection. If FileVault is enabled, the correct password must be entered.

Symptoms & Fixes

Hardware Stage: Power-on self test (PO ST) Fails

Symptom You hear no chime, hear a series of error beeps, or see a flashing LED on the computer after you press the power button. Resolution Before proceeding, consult hardware-specific resources to match specific LED codes or error beeps to specific symptoms. 1. 2. 3. Remove any third-party or other added hardware (including RAM), internal or external devices, and try again. Reset the computer's PMU, SMU, or SMC to resolve power issues. Reset NVRAM: a. Shut down the computer. b. Locate the following keys on the keyboard: Command, Option, P, and R. c. Turn on the computer. d. Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears. e. Hold the keys down until the computer restarts and you hear the startup sound for the second time. f. Release the keys. 4. 5. Run Apple Hardware Test, if possible, to identify common hardware failures. Perform any other appropriate hardware troubleshooting or repairs.

Hardware Stage: M ac displays blank gray screen or question m ark

Symptom Upon startup, Mac fails to progress past blank gray screen or displays a folder with a question mark:

Resolution This condition tells us that the firmware has not found the boot loader on a startup disk. If this screen displays for more than a minute: 1. Reset NVRAM:

a. Shut down the computer. b. Locate the following keys on the keyboard: Command, Option, P, and R. c. Turn on the computer. d. Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears. e. Hold the keys down until the computer restarts and you hear the startup sound for the second time. f. Release the keys. If the issue persists: 2. Try starting from the recovery partition.

If you can start from the recovery partition, but resetting NVRAM fails to resolve the blank gray screen: 3. Reinstall OS X Mountain Lion.

When a Mac displays a folder with a question mark, it has searched all available devices, and is unable to find a startup disk that contains boot files.

Startup Stage: M ac doesn't progress past spinning gear

Symptom Mac displays the gray screen with the Apple logo, shows a spinning gear, never progresses past it or shuts down.

Resolution This symptom signals that the kernel cannot completely load the operating system. 1. Continue to wait. The system can perform a disk directory check automatically if it was shut down improperly. This process may take longer on larger hard disks. If you determined that the startup has truly failed: 2. 3. Start up the computer from the recovery partition. Hold down "Command" and "R" keys at start up. Run Disk Utility to repair the startup disk. This can fix directory issues that can undermine the System Folder. If the issue persists: 4. Reset NVRAM to clear any boot settings that may cause this issue. a. Shut down the computer. b. Locate the following keys on the keyboard: Command, Option, P, and R. c. Turn on the computer. d. Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears. e. Hold the keys down until the computer restarts and you hear the startup sound for the second time. f. Release the keys.

If the kernel could not progress and displays the prohibitory sign below, this indicates that the root device or startup disk driver could not be found, disk verification failed, or the computer is not compatible with this version of the Mac OS.

Startup Stage: Startup process stops at dark linen background

Symptom

The startup process stops at the dark linen background. Resolution When this occurs, OS X Mountain Lion failed to load its graphical environment and system services. 1. 2. Start up into Safe Mode to see whether corrupt fonts or extensions are causing the issue. Hold down the shift key during start up. Check the logs in Console (system.log or Console messages) for failure errors around the time of the last boot attempt. If you cannot isolate the cause: 3. 4. Boot from the recovery partition. Hold down "Command" and "R" keys at start up. Use Disk Utility to repair the startup volume's directory and/or permissions. If Disk Utility reports no errors and you have repaired the volume's directory and/or permissions: 5. Reinstall OS X Mountain Lion.

Console is a utility built in to OS X Mountain Lion that displays log files. You can check the Console if you can start from the hard drive in Safe Mode, or check other log files using Terminal while started from the installation disc.

Startup Stage: Login w indow doesn't appear

Symptom Mac is set to log in automatically, but does not. Resolution 1. 2. 3. Go to System Preferences > Users & Groups. Select Login Options. Verify that Automatic login is turned on.

If you restart and the login window still doesn't appear: 4. Start up from recovery partition. Hold down "Command" and "R" keys at start up.

5. 6.

Use Disk Utility to repair the startup volume's directory. If this doesn't remedy the problem: Reinstall OS X Mountain Lion.

Login Stage: User environm ent doesn't appear

Symptom After manual or automatic login, the Finder doesn't appear. Resolution The contents of the user's home directory may be the cause. 1. 2. Log in as another user, if possible. If the Dock or status menus aren't visible, try starting some applications.

If the issue is not isolated: 3. 4. Start up from recovery partition. Hold down "Command" and "R" keys at start up. Run Disk Utility, and repair the startup disk. If the problem is still not resolved: 5. 6. Start from another volume. Examine console logs on the problematic volume (system.log and any crash logs) If the problem still exists: 7. Reinstall OS X Mountain Lion.

Login Stage: Before com pletely starting up, M ac stops responding

Symptom User can log in, but OS X Mountain Lion stops responding before the Mac has completely started up. Resolution Try suppressing login items.

1.

Start up into Safe Mode to see whether login items are causing the issue. Hold down the shift key during start up.

If you are able to login: 2. 3. 4. Go to System Preferences > User & Groups. Click Login Items for the affected user. Try deleting login items.

Restart and verify the fix. If this doesn't isolate the problem: 5. Reinstall OS X Mountain Lion.

Troubleshooting Practice

Scenario
Since Amy updated software on her iMac, it displays a blue screen on startup. What built-in startup mode might help her resolve and troubleshoot this issue? Click to reveal answer. Perform a Safe Boot. Hold the Shift key as the Mac starts up. One of the actions of Safe Boot is to delete the dynamic loader's shared cache. A cache with issues may cause a blue screen on startup, particularly after a Software Update. Restarting normally recreates this cache.

Learning Resources
! ! ! ! ! ! ! !
About firmware updates for Intel-based Macs Intel-based Mac: Startup sequence and error codes, symbols OS X Mountain Lion: If You need to restart your computer appears OS X Mountain Lion: If you see a gray screen at startup OS X Mountain Lion: Start up in safe mode Startup Manager: How to select a startup volume Starting from an external USB storage device (Intel-based Macs) Startup key combinations for Intel-based Macs
Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Time Machine

Introduction

This lesson covers Time Machine, the backup utility built into OS X Mountain Lion. OS X Mountain Lion: Time Machine is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! ! ! !
Describe what Time Machine is, what it can do and how it can benefit users. Explain how to setup a Time Machine backup. Identify how and where Time Machine backups are stored. Describe how to restore Time Machine backup data. Determine and resolve common Time Machine issues.

Audience

Prerequisites

Time Required

Audience Technicians studying for ACMT certification or recertification.

What is Time Machine?

Prerequisites Installation, File System, Applications, Accounts and Permissions

Time Required 30 Minutes

Time Machine is the automatic backup feature that's built right into OS X Mountain Lion. It keeps an upto-date copy of everything onto an external drive. Backups are made every hour, every day, copying just the files that have changed since your last backup. This is all done in the background.

Local Snapshots
OS X Mountain Lion lets you take the Time Machine experience with you on your Mac portable when youre away from your Time Capsule or backup drive. Time Machine keeps a spare copy of the files you create, modify, or delete right on your Mac. If you accidentally delete a file while on the road, you can recover it from a local copy.

Tim e M achine Requirem ents

Time Machine can back up to any of these volumes:

! ! ! !

USB 2.0, USB 3.0, FireWire or Thunderbolt-based external hard drive Secondary partition on your hard drive Time Capsule (wireless hard drive + full-featured Wi-Fi base station that that works seamlessly with Time Machine) Network Server (using Apple File Protocol (AFP) file sharing and Mac OS X 10.5.6 or later)

Specific Hard D rive Requirem ents

1. 2. Format: Mac OS Extended (most common), Mac OS Extended (Case sensitive, Journaled) or XSan Partition Type: GUID (GPT) is recommended. Some partitions on Master Boot Record (MBR) disks may not be available for use. Note: External disks connected to an AirPort Extreme, iPod, iDisk, or disk formatted for Windows will not work with Time Machine.

Setting Up Time Machine

About the First Backup

The first backup may take a while. You may want to set up Time Machine in the evening so that the initial backup can be done overnight. The Mac may be used during this time, however you should not interrupt the initial backup. Portable Computer Users: Make sure to plug your portable computer in to AC power during your first backup. Time Capsule Users: The initial backup may be faster if you leave your computer in the same room as the Time Capsule, or use an Ethernet cable to connect your computer to one of the Ethernet ports on the Time Capsule.

Dam aged Source File = Dam aged Backup File

If the source volume has a damaged file on your source volume, then the backup is likely damaged as well, unless the damage happened after the file was backed up. Directory damage can cause file damage. Disk Utility's "Repair Disk" verifies and repairs directory damage; however, repairing the directory does not repair previously damaged files. Consider verifying and repairing the disk prior to using Time Machine.

Tim e M achine Setup: External Hard Drive

1. 2.

Connect an external hard drive to your Mac. Time machine detects the drive, and will ask you if you'd like to use it as your backup disk. Click use as backup disk.

3.

Time machine will start an initial backup of everything on your Mac.

Tim e M achine Setup: Partition, Network Drive or Tim e Capsule

1. 2. 3. Choose Apple Menu > System Preferences. Click Time Machine. Click Select Disk.

4.

Choose the disk/volume.

Encrypt Backup Disk

Time Machine allows users to encrypt their external backup disk. If it is not encrypted, any person who gains possession of the disk can read the information on it. OS X Mountain Lion adds the ability to encrypt backups on Time Capsules. Existing non-encrypted backup disks can be converted to an encrypted backup by selecting the disk and choosing Encrypt backup disk. Attention FileVault Users: You must choose to encrypt your backup disk if they wish for the data on both drives to be secure. Turning on FileVault does not automatically encrypt a Time Machine backup.

Exclude Items from Backup

You can exclude items from a Time Machine backup to save space on your backup disk. 1. 2. 3. 4. Choose Apple Menu > System Preferences. Click Time Machine. Click Options. To specify an item that shouldnt be backed up, click Add (+), and then select one or more items. You can also drag items to the list. To remove an item from the list, select it, and then click Remove (-).

5.

Click Save.

Autom atically Excluded

The backup disk is automatically excluded from the items that should be backed up. In addition, any other external drives are excluded.

Excluding system files and applications?

Excluding OS X Mountain Lion system files and applications from a Time Machine backup will save space on your backup disk. However, in case your startup disk requires repair or replacement, you will need to reinstall OS X Mountain Lion and your applications.

How Backups are Stored

Time Machine organizes backups in a logical way that's easy to understand.

Local Backups
This is the file structure used by Time Machine to store local backups:

1. 2. 3. 4. 5.

BackupHD Backups.backupdb MyMac (Computer Name) 2012-07-20-091411 yyyy-mm-dd-hhmmss Macintosh HD Volume Backup

Example: if you back up your computer, "My Mac" to the volume named "BackupHD" at 9:14:11am on July 20, 2012, the backup is located at /BackupHD/Backups.backupdb/MyMac/2012-07-20-091411.

Im portant Item s Found in the Backup Folder

1. 2. An alias called "Latest" that takes you to the most recent backup. A package (folder that looks like a file) named like a backup and has the file extension ".inProgress." After the backup completes, an appropriate folder replaces this package.

Backups m aybe separated by hours, days, or w eeks

Depending on whether you keep Time Machine on and whether you keep your drive connected, you may have backups separated by hours, days, or weeks. Time Machine manages these backups to gradually reduce the number of differences saved for the oldest files.

Using m ultiple backup disks

For extra security and convenience, OS X Mountain Lion enables back up to multiple disks. If you work in two locations, you may want to keep backup disks in both places. Time Machine rotates the backup schedule among the disks. For each backup disk, Time Machine backs up everything thats changed since the last time that backup disk was used. If youve clicked Options in Time Machine preferences and designated items that should not be backed up, the list of excluded items applies to all backup disks. If youre using multiple backup disks and you choose Enter Time Machine from the Time Machine menu, you see the timeline from the disk most recently used for backing up. If you want to see the timeline from another disk, choose Browse Other Backup Disks from the Time Machine menu in the menu bar.

Network and Tim e Capsule Backups

Network and Time Capsule Backups are stored in special kind of disk image called a Sparse Bundle file (.sparsebundle). This mountable directory of banded files only takes up the amount of space actually used for its contents compared to a traditional disk image that uses a fixed amount of space whether full or empty. The Time Capsule or network volume path to a Time Machine backup volume for is: Backupvolume/yourcomputername.sparsebundle

'yourcomputername' is the name of your Mac (from the Sharing System Preference)

Enter Time Machine

Time Machine makes it easy to browse your backed-up files for items you want to restore. While your backup disk is connected, choose one of the following:

! !

Click the Time Machine icon in the Dock Choose Enter Time Machine from the menu bar (If you selected Show Time Machine status in the menu bar, in Time Machine preferences) Time Machine opens in full-screen mode with a window for each backup "going back in time". Time Machine shows the current state of the computer in the front. Snapshots of previous backups appear in the background: Backups These represent each Time Machine backup completed.

Currently viewed backup You can navigate the currently viewed backup like any other Finder window.

Cancel Exits the Time Machine full-screen mode and returns to the Finder or other applications.

Timeline The timeline shows a "snapshot marker" for every backup. Hover the pointer over each to see its date.

Arrows Use the arrows to navigate backwards and forward among your backups.

Restore Click the Restore button to restore the selected files.

Date of front-most window

Shows the date of the currently displayed window.

W hy the different colored snapshot m arkers?

The purple snapshot markers on the right side of the Time Machine screen represent a backup. Local snapshots are represented by white markers (these appear only on portable computers).

Applications displayed instead of the Finder

Some applications store data in a way that may not be easy to navigate in the Finder such as Address Book and Mail. Time Machine will display these applications instead of the Finder. Example: If you have deleted an email by accident, open Mail and then start Time Machine from the dock. Although Mail windows will be shown instead of Finder windows, it will have the same Time Machine restore, cancel, timeline controls.

Viewing Backups
There are three ways to view your backup data in the Time Machine window:

1.

Use the Timeline

On the right side of the window is the Timeline. Use it to reach a certain point back in time (it shows the times of all backups on your backup disk). If you dont know exactly when you deleted or changed a file, you can use the back arrow to let Time Machine automatically travel through time to show you when that folder last changed.

2.

Use Spotlight

Perform a Spotlight search in the Time Machine Finder Window search field to find a file. Simply type the Spotlight search field and use the back arrow to have Time Machine search through your backups to find what you are looking for. The Finder window that opens in Time Machine works just like a regular Finder window.

3.

Use Quick Look

Preview file contents to make sure its the one you want. Highlight the file and press the Space Bar to bring up a preview.

Rem ove a backed-up item from your backup disk

From inside the Time Machine starfield, you can delete all copies of a backed-up file or folder from your Time Machine backup disk. Note: These instructions apply only to backups stored on an external backup disk. You cant delete items from local snapshots stored on your internal drive.

! !

Open the Time Machine menu in the menu bar, and choose Enter Time Machine. Use the arrows or the timeline along the right side of your screen to browse through the backups Time Machine created. The windows behave just like Finder windows, so you can open folders, click items in the sidebar, and use the search field in the upper-right corner of the window.

When you find the item you want to delete, select it, and then open the Action menu (looks like a gear) and choose Delete All Backups for the item. Without entering Time Machines starfield, you can move, copy, or delete the Backups.backupdb folder on your Time Machine backup disk as you would other folders. You can also delete folders within the Backups.backupdb folder. You cant delete individual items inside the dated folders. Important: Do not use Terminal or any application other than Finder to move, copy, or remove items from the Backups.backupdb folder.

Restore Process

Restore: Individual Files and Folders

1. 2. 3. 4.

Select the correct version of the file(s)/folder(s) you'd like to restore. Click the "Restore" button. The file will automatically be copied to the desktop or appropriate folder. If the file you are restoring has another file in the same location with the same name, you will be prompted to choose which file to keep or keep both.

Restore: Entire System

1. 2. 3. Connect your backup disk. Start up your Mac from the OS X Mountain Lion recovery partition. Choose Restore From Time Machine Backup from the OS X Mountain Lion Utilities menu.

When restoring a backup made on a different Mac you may see the message, "You can't restore this backup because it was created by a different model of Mac." If this occurs, please follow the onscreen instructions.

Restoring a Tim e M achine backup on a different or new M ac?

Use Migration Assistant (Applications > Utilities) to transfer files onto a different or new Mac.

Symptoms & Fixes

Here are common problems with Time Machine as reported by users. Follow steps in the order indicated below to resolve the issue. Symptom #1: Alert Message: "The backup volume is read only." Summary

Time Machine is unable to complete a backup, alert message appears: "The backup volume is read only."

Resolution

Attempt to repair your Time Machine's backup:

1. 2. 3.

Choose System Preferences from the Apple menu. From the View menu, choose Time Machine. Move the slider bar to "Off" to disable Time Machine backups.

4. 5.

Run Disk Utility located in /Applications/Utilities. For external hard drive and network volumes select volume and click Repair. For Time Capsule backups:

6. 7. 8. 9.

Open a Finder window and locate your Time Capsule in the sidebar. Double-click your Time Capsule. Click your Backups folder and locate your backup sparsebundle. Drag the sparsebundle to the Disk Utility sidebar.

10. Select the sparsebundle, then click Repair. 11. If the repair is successful, attempt to backup via Time Machine. 12. If the repair is not successful, delete the sparsebundle and start a new backup. Symptom #2: Alert Message: "No volumes to be backed up were available." Summary

Time Machine is unable to complete a backup, alert message appears: "No volumes to be backed up were available."

Resolution

This can happen if all volumes are in the 'Do not backup' list. To view the list:

1. 2. 3.

Choose Apple Menu > System Preferences > Time Machine. Click Options. Verify you have not excluded all available volumes.

Symptom #3: Alert Message: "Unable to complete backup. An error occurred while copying files to the backup volume." Summary

Time Machine is unable to complete a backup, alert message appears: "Unable to complete backup. An error occurred while copying files to the backup volume."

Resolution

1. 2. 3.

Restart your Mac. Run Disk Utility to verify/repair disk. Try the backup again.

Symptom #4: Alert Message: "Time Machine could not be configured..." Summary

Time Machine is unable to complete a backup, alert message appears: "Time Machine could not be configured..."

Resolution

1.

From the Finder's Go menu go to this location: /Library/Preferences/SystemConfiguration/

2. 3. 4. 5.

Copy the file "NetworkInterfaces.plist" to the desktop (to make a precautionary backup). Delete the file "NetworkInterfaces.plist". Enter administrator name and password if prompted. Restart your Mac. Once restarted, reconfigure your Network and Time Machine preference panes in System Preferences.

Symptom #5: Alert Message: "Must create a new backup" Summary

A problem has occurred that prevents Time Machine from using the existing backup.

Resolution

To try to retrieve data from the existing backup, click Back Up Later. Then Control-click the Time Machine icon in the Dock, and browse the star field to retrieve the files you need. Time Machine will prompt you again later to start a new backup.

To create a new backup, click Start New Backup. Your existing backup is deleted, and your data will be fully backed up only after the new backup is completed.

If you back up to a Time Capsule, check the Apple Support website to be sure you have the most current available firmware. Symptom #6: Backup Is Slow Summary

Backup is slow or sluggish.

Resolution

There are a few conditions under which your backup may be slow:

! ! !

First-time backup First backup after a software update or changing a large amount of data A long time since the last backup To speed up your backup, try to minimize other computer processes:

! ! ! ! ! ! ! ! ! ! ! !

Don't back up during any of these processor-intensive activities: Disc burning Movie rendering Spotlight indexing Antivirus software scanning Quit unused applications to free up memory, or install more memory in the computer. Verify the source and destination disks with Disk Utility. Use a different drive cable if you get I/O errors in the system.log. If your drive supports multiple interfaces, try a different one. Try backing up without a USB or FireWire hub. For network backups, pick a time when the network is less busy. Use wired networks instead of wireless. Symptom #7: Backup Disk Fills Faster Than Expected Summary

Backup disk fills faster than expected.

Resolution

Some files can be very large in size. What might appear to be small changes to these files still cause the files to be backed up with the next Time Machine backup. Consider a backup method other than Time Machine for these files. Another approach is to review the files you currently back up and exclude files that do not actually require backup.

Symptom #8: Backup Is Interrupted Summary

Time Machine backup is interrupted. Backup was not finished.

Resolution When Backup Drive = Network Volume

1. 2. 3.

Check network connection (ethernet cable or AirPort). Reconnect to the network volume. Time Machine continues the backup when the network connection re-establishes.

Resolution When Backup Drive = Locally Connected Volume

You disconnected or unmounted external drive during the backup.

1. 2.

Reconnect or remount external drive. Time Machine resumes the backup when you reconnect the drive.

Symptom #9: Can't Find Item to Restore Summary

Item(s) you'd like to restore can't be found.

Resolution

If you can't find an item to restore, it might not have been backed up yet.

Verify the following:

1. 2. 3.

Time Machine is on. Drive is recognized in the Time Machine preference pane. Item, the folder or volume it resides in is not in the excluded items list.

Also consider the following:

! ! ! !

Time Machine also deletes backups if they're too old. If the volume is full, Time Machine will begin deleting the oldest backup. You can also browse your Time Machine backups in the Finder. You can use Spotlight to search your Time Machine backups in the Finder. Symptom #10: Certain items are not backed up Summary

Time Machine does not back up a particular file(s).

Resolution

If Time Machine doesnt back up one or more files, you may have excluded them from backups in Time Machine preferences.

1. 2. 3.

Choose Apple menu > System Preferences, and then click Time Machine. Click Options. Look in the Do not back up list. To remove an item that should not be in the list, select it, click Remove (-), and then click Done.

Note: In rare cases, Time Machine cant back up software from companies other than Apple due to a setting made by that software. For more information, contact the manufacturer of the software.

M ore inform ation to help you troubleshoot

If you are having issues with backups, choose Apple Menu > System Preferences > Time Machine:

Click the red "i" icon for more information.

Troubleshooting Practice
A customer reports that he is unable to locate a backup of a spreadsheet file on his home computer. He misplaced the USB flash drive that he uses to bring work files home. What procedures should you follow? Click to reveal answer. Steps 1. 2. Enter Time Machine. Use Spotlight to search for the file. If it can't be located, customer did not copy or save the file onto his local hard drive. 3. Advise customer that he should copy the files from the USB flash drive onto his hard drive in the future. 4. 5. Explain that Time Machine will only back up files contained on the local hard drive. Familiarize him with the excluded items list.

Learning Resources

! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !

OS X Mountain Lion: Time Machine overview OS X Mountain Lion: Time Machine preferences OS X Mountain Lion: Time Machine problems OS X Mountain Lion: Time Machine configuration preferences OS X Mountain Lion: Time Machine options preferences OS X Mountain Lion: If Time Machine is slow OS X Mountain Lion: About the Time Machine backup password OS X Mountain Lion: Keep your Time Machine backup disk secure OS X Mountain Lion: If a Time Machine backup is interrupted OS X Mountain Lion: If Time Machine doesnt back up certain files OS X Mountain Lion: If Time Machine cant find your backup disk OS X Mountain Lion: If Time Machine remains in the preparing stage OS X Mountain Lion: If your Time Machine backup disk runs out of space OS X Mountain Lion: Back up files with Time Machine OS X Mountain Lion: Exclude items from a Time Machine backup OS X Mountain Lion: Disks you can use with Time Machine OS X Mountain Lion: Restore items backed up with Time Machine OS X Mountain Lion: Pause and resume a Time Machine backup OS X Mountain Lion: Recover items using Time Machine and Spotlight OS X Lion: About Time Machine's "local snapshots" on portable Macs

Copyright 2012, AppleCare

Terms of Use

OS X Mountain Lion: Troubleshooting Techniques

Introduction

This lesson covers troubleshooting techniques for OS X Mountain Lion. OS X Mountain Lion: Troubleshooting techniques is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
!
Describe the troubleshooting techniques that can be used with OS X Mountain Lion.

! ! !

Identify opportunities to use troubleshooting techniques. Know which techniques to use to troubleshoot a given issue. Demonstrate how to perform troubleshooting techniques and or use related tools.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

Force Quit

All OS X Mountain Lion service training courses.

30 Minutes

W hen to Use
If an app isnt working and you cant make it quit, you can force it to quit. Consider this option only if an application is unresponsive.

Im portant
When you force an app to quit, you may lose unsaved changes to documents that are open in the app.

How to Perform the Procedure

Choose one of the following:

! ! !

Choose Apple menu > Force Quit, select the app in the list, and click Force Quit Hold down the Command and Option keys and press Esc key. Then select the app in the list and click Force Quit Hold down the Option key, press the apps icon in the Dock, and then choose Force Quit After you force an app to quit, try opening it again. If it still doesnt work, try restarting the computer.

If problem s continue

If you continue to have problems, you may need to update or reinstall the app, or contact the apps manufacturer for more help.

NVRAM Reset

W hen to Use
The Mac stores certain settings in a special memory area even if it is turned off. This special memory is known as NVRAM (non-volatile RAM). Settings stored in NVRAM can vary from computer to computer. However, frequently stored information can include:

! ! ! !

Display and video settings such as refresh rate, screen resolution, number of colors Startup volume choice Speaker volume Recent kernel panic information, if any If a Mac exhibits any issues related to these functions, a NVRAM reset may resolve the problem.

O S X does not store network settings in NVRAM

If you are troubleshooting a network issue, resetting NVRAM will not help.

How to Perform the Procedure

1. 2. 3. 4. 5. 6. Shut down the computer. Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4. Turn on the computer. Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears. Hold the keys down until the computer restarts and you hear the startup sound for the second time. Release the keys.

The computer's NVRAM are reset to the default values. You may need to verify clock (time zone), startup volume, and volume settings in System Preferences.

If issues persist

The computer's logic board battery (not to be confused with a portable computer's battery) may need to be replaced. The logic board battery helps retain NVRAM settings when the computer is off.

OS X Reinstall

W hen to Use
Under some circumstances, OS X Mountain Lion may need to be reinstalled. Some reasons may include:

! ! !

Issues occur either during system startup or after startup is complete Known OS X Mountain Lion compatible applications continue to crash despite being reinstalled Unstable or strange system behavior or performance issues

How to Perform the Procedure

Method 1: Reinstalling OS X Mountain Lion using Recovery HD 1. 2. 3. 4. 5. 6. Restart the Mac, hold down Command-R during startup. (Or hold down Option key, access Startup Manager and select Recovery HD) A "OS X Utilities" application window should appear. Connect to the Internet with a DHCP-enabled network connection. If you are not using a wired Ethernet connection, choose a network from the Wi-Fi menu in the right corner of the menu bar. Select Reinstall OS X Mountain Lion and then click continue. In the pane where you select a disk, select the current OS X disk. Click Install.

Method 2: Reinstalling OS X Mountain Lion using External Drive 1. 2. 3. 4. 5. 6. Restart the Mac, hold down Option key to access Startup Manager. Select external drive. An "OS X Utilities" application window will appear. Select Reinstall OS X Mountain Lion and then click continue. Select the startup OS X disk as the destination drive. Click Install.

Method 3: Reinstalling OS X Mountain Lion using Installer App (purchased from Mac App Store) 1. 2. 3. 4. Launch the Mac App Store. Press and hold the Option key while you click the Purchases tab. The button to the right of the Install OS X Mountain Lion item should change to "Install" allowing you to download the installer app. Locate and launch the installer to reinstall OS X Mountain Lion.

Reinstalling Apps

W hen to Use

If an app suddenly doesn't launch, crashes often, or behaves erratically, reinstalling it may resolve the problem.

Before you reinstall, consider trying the following:

! ! !
Checking for, downloading and installing a software update (For both OS X Mountain Lion and the app) Check for viruses or malware Repair the disk using Disk Utility

How to Perform the Procedure

!
Method 1: Installation CD or DVD Use an install disc to reinstall the application.

Method 2: Internet Download Re-download the installer, reinstall the application.

Method 3: Mac App Store Download previous application purchase from the Mac App Store. Launch the App Store, click Purchases. (As long as the application is still available, it may be re-downloaded).

Safe Boot / Safe Mode

W hen to Use
Safe Boot is a special way to start up when troubleshooting. After a Safe Boot, OS X is in a Safe Mode state. Starting up into Safe Mode does the following:

! ! ! ! ! !

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 All font caches are moved to the Trash Disables all startup items and login items The dynamic loader shared cache at (/var/db/dyld/) is deleted (A cache with issues may cause a blue screen on startup, particularly after a Software Update. Restarting normally recreates this cache.)

W arning
1. Safe Mode can be useful for troubleshooting. However, certain OS X Mountain Lion features do not work or behave improperly in Safe Mode. For example, you can't use DVD Player, capture video in iMovie, use audio input or output devices, or use external peripherals. 2. You cannot enter Safe Mode if the computer owner or administrator has enabled firmware password protection.

How to Perform the Procedure

1. 2. 3. Restart or power the computer on. Immediately after you hear the startup tone, press and hold the Shift key. Note: If FileVault is enabled, the correct password must be entered in order to continue. Next you will see the gray Apple and progress indicator (looks like a spinning gear).

Single User Mode

W hen to Use
If you want to troubleshoot the startup sequence of a Mac using only UNIX commands, start up in singleuser mode. In single-user mode, some functions of OS X Mountain Lion will not be available.

How Single User M ode and Verbose M ode differ

The difference between single-user mode and verbose mode is that the verbose mode is not interactive. Unix commands cannot be entered in verbose mode.

W arning
1. 2. Perform this procedure only if you are comfortable with UNIX and are confident that you know what you are doing. You cannot enter single-user mode if the computer owner or administrator has enabled firmware password protection.

How to Perform the Procedure

1. 2. 3. 4. Restart or power the computer on. Immediately after you hear the startup tone, press and hold the Command and S keys. Note: If FileVault is enabled, the correct password must be entered in order to continue. Release the keys when you see white text against a black background. You may now run UNIX commands.

How to switch back to the O S X M ountain Lion interface

Type reboot and press the Return key. The Mac restarts and you see the login dialog or the desktop, depending on login preferences.

Software Update

W hen to Use
It is important to apply relevant software updates before beginning the troubleshooting process. Updates may correct some problems and issues. Apple supplies its customers with updates for its products via the Software Update process. This process allows users to download software updates that address emerging issues in OS X Mountain Lion or in Apple-produced apps and hardware.

Updates for third party software

Third party apps may be updated within the app itself or by downloading an update from the manufacturer's website.

How to Perform the Procedure

! !
Method 1: Go to the Apple Menu > Software Update. Method 2: System Preferences > Software Update. Click Show Updates.

Startup Manager

W hen to Use

The Startup Manager allows you to choose the volume to startup from. A "startup volume" is a disk or partition of a disk that contains a usable operating system. This is useful in situations where you need to work from the Recovery HD partition or external drive.

How to Perform the Procedure

1. 2. Turn on, or restart the Mac. Immediately press and hold the Option key. Note: If a firmware password is enabled, you must successfully enter that password before you can access the Startup Manager. 3. 4. Use the left and right arrow keys on the keyboard to select the volume you would like to use. Press the Return key on your keyboard to start up the computer from the volume you selected.

Target Disk Mode

W hen to Use
Two Mac computers with FireWire or Thunderbolt ports can be connected so that one of them appears as an external hard disk on the other. This is called Target Disk Mode. Once a target computer is started up as a hard disk and is available to the host computer, you can copy files to or from that volume. Primary uses: 1. 2. High-speed data transfer between computers Diagnosis and repair of a corrupted internal hard drive (example: you can use Disk Utility to check a target disk)

Requirem ents
! ! ! !
Internal PATA or SATA drives FireWire or Thunderbolt (Not compatible with USB) Software and firmware are up to date Entering the disk password (if transferring FileVault-protected directories) Note: A host Mac running Mac OS X 10.6 cannot access an OS X Mountain Lion FileVault protected volume

Disabling the "Open Firmware Password", if enabled

W arning
1. 2. Disconnect all other FireWire and Thunderbolt devices from both computers before using target disk mode. Do not connect any peripherals until after you have disconnected the two computers from each other or have stopped using target disk mode.

How to Perform the Procedure

1. 2. Connect the two computers with a FireWire or Thunderbolt cable. Start up the computer to be used as a disk in target disk mode: If the computer is off, start it up while holding down the T key If the computer is on, choose Apple menu > System Preferences, click Startup Disk, and then click Target Disk Mode When the computer has started up, a disk icon appears on the desktop of the other computer Transfer files by dragging them to and from the disk. Eject the disk by dragging its icon to the Trash. (While you drag, the Trash icon changes to an Eject icon.) 5. On the computer you used as a disk, push the power button to shut it down, and then disconnect the cable.

! ! !
3. 4.

Verbose Mode

W hen to U se
When troubleshooting issues are related to the startup process, the graphical startup screen may be disabled to reveal and view the underlying text console. This procedure is known as verbose mode. When you perform this procedure, you will see the onscreen logs of the startup process. This can assist you in identifying where a system is hanging during this process.

How Single User M ode and Verbose M ode differ

The difference between single-user mode and verbose mode is that the verbose mode is not interactive. Unix commands cannot be entered in verbose mode.

W hen O pen Firm ware password is enabled

You cannot enter verbose mode if the computer owner or administrator has enabled Open Firmware password protection.

How to Perform the Procedure

1. 2. 3. Restart or power the computer on. Immediately after you hear the startup tone, press and hold the Command and V keys. Note: If FileVault is enabled, the correct password must be entered in order to continue. Release when you see white text against a black background that rapidly scrolls by onscreen.

Learning Resources
! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
How to use and troubleshoot FireWire target disk mode Mac OS X: How to start up in single-user or verbose mode Mac OS X: What's stored in PRAM Mac OS X: What is Safe Boot, Safe Mode? OS X Mountain Lion : Erase a disk OS X Mountain Lion : Reset a login password OS X Mountain Lion: General preferences OS X Mountain Lion: If You need to restart your computer appears OS X Mountain Lion: Repair a disk OS X Mountain Lion: Restart your computer automatically OS X Mountain Lion: Restore your computers software OS X Mountain Lion: Solve problems OS X Mountain Lion: Start up in safe mode OS X Mountain Lion: Use Network Diagnostics OS X Mountain Lion: Your computers internal disk Resetting your Mac's PRAM and NVRAM Startup key combinations for Intel-based Macs Startup Manager: How to select a startup volume Troubleshooting permissions issues in Mac OS X When to reset NVRAM or PRAM
Copyright 2012, AppleCare

Terms of Use Privacy Policy

OS X Mountain Lion: Troubleshooting Tools

Introduction

This lesson covers the built-in OS X Mountain Lion troubleshooting tools. OS X Mountain Lion: Troubleshooting Tools is a component of the Apple Certified Mac Technicians (ACMT) certification and recertification training curriculum.

Lesson Overview

Lesson Objectives
! ! !
Describe the built-in troubleshooting tools in OS X Mountain Lion. Identify opportunities to use troubleshooting tools. Know which Apple troubleshooting tool or technique to use with a given scenario.

Demonstrate how to use troubleshooting tools and related procedures.

Audience

Prerequisites

Time Required

Technicians studying for ACMT certification or recertification.

Activity Monitor

All OS X Mountain Lion service training courses.

30 Minutes

W hat is Activity M onitor?

Monitor the activity of a computer's processor and disk, its memory, and its network activity, with this utility.

! ! ! ! !

CPU - how busy the processors are System Memory - how much data is being written to and read from RAM Disk Activity - how much data is being written to and read from the disk Disk Usage - How much data resides on the disk, and how much is free space Network - how much data is being written to and read from the network interfaces, such as Ethernet or AirPort

W hen should I use it?

! ! ! !
System is sluggish An app is not responding Network is slow Fans continue to run

How to use it
1. 2. Go to Applications > Utilities. Launch Activity Monitor.

3.

Choose a type of process from the Show pop-up menu in the toolbar of the Activity Monitor window. (Or you can type part of a process name in the Filter field)

4.

Select a process in the window, and then click Inspect to see more information.

Apple Hardware Test

W hat is Apple Hardware Test?

Apple Hardware Test (AHT) diagnoses and detects problems with a computers internal hardware components, such as the logic board, memory, and wireless components.

AHT does not test...

! !
External hardware components: such as USB or FireWire, or non-Apple devices, such as PCI cards from other vendors Operating system (OS X) or software-related problems: such as app or extension conflicts

You may be able to start up a computer with AHT even if the computer does not start up using OS X.

W hen should I use it?

! !
Isolate an issue to hardware or software To verify that there are no problems with computer hardware

How to use it
1. 2. 3. Disconnect all external devices except the keyboard, mouse, display, and speakers. (If you have an Ethernet cable or external DVD drive, disconnect them also) Restart the computer, while holding down the D key. After the computer restarts, you should see the Apple Hardware Test chooser screen. (If you dont, Apple Hardware Test may not be available on your computer. You may be able to start Apple Hardware Test from the Internet. Reconnect your computer to the network, and then restart your computer while holding down both the Option and D keys.) 4. 5. When the Apple Hardware Test chooser screen appears, select the language you want to use, and then press the Return key or click the right arrow button. When the Apple Hardware Test main screen appears (after about 45 seconds), follow the onscreen instructions.

Starting AHT from a system softw are disc or USB flash drive
If the computer came with a system software disc or USB flash drive, you may be able to use it to start Apple Hardware Test.

Follow these instructions only if the computer came with a system software disc or USB flash drive. Do not try to use a disc or USB flash drive from another Mac model.) 1. 2. 3. 4. 5. Disconnect all external devices except the keyboard, mouse, display, and speakers. (If you have an Ethernet cable or external DVD drive, disconnect it) Insert the system software disc or USB flash drive. Restart your computer, holding down the D key while the computer restarts. When the Apple Hardware Test chooser screen appears, select the language you want to use, and then press the Return key or click the right arrow button. When the Apple Hardware Test main screen appears (after about 45 seconds), follow the onscreen instructions.

AirPort Utility

W hat is Airport Utility?

The AirPort Utility configures Apple wireless devices such as the AirPort Express, AirPort Extreme, and Time Capsule. The utility walks you through the setup process by asking a series of questions to determine how the devices Internet connection and other interfaces should be set up.

W hen should I use it?

! ! !
Verify that the computer can connect to a known-good Wi-Fi network Inability to join an Airport Wi-Fi network Sluggish connection or download speeds on an Airport Wi-Fi network

How to use it
1. 2. 3. Go to Applications > Utilities. Follow onscreen instructions. The utility will ask for relevant information, sets up encryption and security, and configures the computer to access the Wi-Fi network.

Bluetooth File Exchange

W hat is Bluetooth File Exchange?

Bluetooth File Exchange makes it easy to share files between a Mac and Bluetooth-enabled devices. It automatically discovers Bluetooth devices within range and pairs them.

W hen should I use it?

! ! ! !
Investigate the absence of Bluetooth on a Mac Check Bluetooth device operation and or compatibility View devices available for pairing Verify pairing security

How to use it
1. 2. 3. 4. Go to Applications > Utilities. Launch Bluetooth File Exchange. Select the file to send. Click Search in the Send Files dialog to find the Bluetooth-enabled devices in range, select the name of the device you want to send files to in the list, then click Send.

5.

If you need to enter a passkey, enter it and click Respond. You may need to enter the same passkey on the other Bluetooth device. You may also need to click Accept on the Bluetooth device, depending how it is set up.

If no devices are available

If there are no devices available, make sure they are in "discoverable" mode. To make the computer is discoverable, select Discoverable in the Settings tab of the Bluetooth preferences pane.

Console

W hat is Console?
OS X Mountain Lion records a wealth of diagnostic information about virtually every application on the system, from routine status messages to detailed errors and warnings. The Console utility allows you to monitor all of these logs from a central location, which is essential when you are trying to track down a problem.

W hen should I use it?

! ! !
When you need additional or detailed information on an error To view technical information that might assist you with an issue Uncover messages not normally shown to a user

How to use it
1. 2. 3. Go to Applications > Utilities. Launch Console. Select (or search for) the messages, reports or logs you wish to view.

Disk Utility

W hat is Disk Utility?

Disk Utility is a powerful application for viewing, managing, and troubleshooting connected disks. This includes internal and external hard drives, disk images, CDs, and DVDs. The utility can repair, securely erase, partition and verify disk integrity. In addition, it can also create disk images for storing important files using AES 128- or 256-bit encryption.

W hen should it be used?

! ! ! ! ! ! ! ! ! !
Verify and repair file permissions Verify and repair hard disk Create RAID sets Create and burn disc images Determine drive capacity and available storage space Erase disks Erase free space on disks Mount a disk Create or resize drive partitions View S.M.A.R.T. (Self-Monitoring Analysis and Reporting Technology) status (If supported - Impending drive failure user warning)

How to use it
1. 2. 3. Go to Applications > Utilities. Launch Disk Utility. Select the function you wish to perform.

Keychain Access

W hat is Keychain Access?

Keychain Access can securely stores password for websites, servers, networks, applications, and more. This allows you to use a single login password to unlock the keychain and automatically log in. Keychain Access also allows you to view and manage digital certificates, network tickets as well as store notes that contain important information.

W hen should I use it?

! !
When saved items in a keychain do not work Problems with digital certificates

How to use it
1. 2. 3. Go to Applications > Utilities. Launch Keychain Access. Select the Keychains, Categories and item you wish to view.

4.

Choose the Keychain Access menu to select Keychain First Aid, Certificate Assistant or Ticket Viewer.

Can I reset a forgotten keychain password?

Keychain First Aid cannot reset a forgotten password. Instead, a new keychain should be created.

Network Utility

W hat is Network Utility?

Network Utility provides a wide range of information about your network and offers tools to help you troubleshoot it. The utility includes an interface for common functions used at the command line such

as ping, netstat, traceroute, finger, and port scan and the information is written out to a text field, making it easy to copy into email, bug reports, or other analysis tools.

W hen should I use it?

! ! ! ! ! !
To check network connections To look up user or domain information Test whether you can contact another computer Test your DNS server Trace network traffic paths To view network routing tables or statistics

How to use it
1. 2. 3. 4. Go to Applications > Utilities. Launch Network Utility. Select a network interface for information (Ethernet, Wi-Fi, FireWire, Bluetooth) Click the information or test tab you wish to use.

Network Diagnostics

W hat is Network Diagnostics?

Network Diagnostics is a powerful tool for diagnosing Ethernet, Wi-Fi or External modem connection issues. It cannot diagnose Bluetooth or FireWire connections, nor can it diagnose router or base station issues (such as AirPort base stations and Time Capsules).

W hen should I use it?

When having difficulty establishing a Ethernet, Wi-Fi or External modem connection.

How to use it
1. 2. Choose Apple menu > System Preferences, and then click Network. Click Assist me.

3.

Choose the network port.

4.

Follow onscreen instructions.

OS X Recovery

W hat is O S X Recovery?
OS X Recovery lets you repair disks or reinstall OS X without the need for a physical install disc. It includes

Disk Utility and other recovery utilities that also allow you to restore from a Time Machine backup, get help from Apple Support online. Also included are Firmware Password Utility, Network Utility and Terminal. In most cases, OS X Recovery is accessed using a hidden bootable partition on the computer's hard drive. If the hard drive has failed, is not accessible or is replaced, Internet Recovery takes over automatically (on supported Mac computers). It downloads and starts OS X Recovery directly from Apple servers over a broadband Internet connection.

W hen should I use it?

! ! ! ! ! ! ! !
When you have a Time Machine backup that you want to restore Reinstall OS X Mountain Lion Set up and install a new copy of OS X Mountain Lion Use Safari to browse the Apple Support website when the computer is problematic Check, repair or erase the hard drive Troubleshoot the network you are connected to when the computer is problematic Utilize troubleshooting procedures that involve entering command lines in Terminal Set a firmware password

How to use it
Refer to the OS X Mountain Lion: Recovery course for detailed information on how to use OS X Recovery.

Recovery Disk Assistant

W hat is Recovery Disk Assistant?

The OS X Recovery Disk Assistant creates OS X Recovery on an external drive that has all of the same capabilities as the built-in Recovery HD partition or Internet Recovery. OS X Recovery Disk Assistant is compatible with both OS X Lion and OS X Mountain Lion.

Im portant

! ! !

The Recovery Disk Assistant will erase the storage device. You should back up any important files that are on the device to a different drive. In order to create an external OS X Recovery using the OS X Recovery Assistant, the Mac must have an existing Recovery HD. The external recovery drive can only be used with the system that created it.

W hen should I use it?

! ! !
When a recovery partition cannot be created When a Mac does not support Internet Recovery When the user prefers to have an external recovery drive

How to use it
1. 2. 3. Download the OS X Recovery Disk Assistant application from KB Article DL1433. Insert an USB, FireWire, Thunderbolt external storage device (or SDHC or SDXC card into the SD card slot). Launch the OS X Recovery Disk Assistant.

4. 5.

Select the drive where you would like to install Recovery Disk Assistant. Follow the on screen instructions.

System Information

W hat is System Inform ation?

System Information provides detailed information about the computers hardware, software, and network in an easy-to-read layout. Information provided includes:

! ! ! ! ! ! ! ! !

Operating system version Computer specifications and serial number Hard disk volumes: types and number of attached Installed control panels, extensions, and applications Connected USB, FireWire, Thunderbolt peripherals

W hen should I use it?

To check if the Mac meets the requirements for a new hardware or software product To determine if the configuration is contributing to a particular issue or problem Verify that a component is recognized (memory module, peripheral, hard disk partition or volume) Verify serial number (If a logic board was replaced, verify that the original serial number was transferred over)

How to use it
1. Go to Apple Menu > About This Mac > More Info. System Report can also be accessed from the Utilities folder: (Applications > Utilities > System Information). 2. Click a tab to view more information on Displays, Storage or Memory.

3.

Click System Report to see detailed information on the entire system.

Terminal

W hat is Term inal?

OS X Mountain Lion is built on an industry-standard UNIX foundation. The Terminal application provides you direct command line access to the UNIX environment.

W arning
Only persons with extensive UNIX experience should consider using the terminal application. Command line access to the UNIX foundation is not required when troubleshooting Mac computers.

W hen should I use it?

When troubleshooting procedures outlined in Apple support articles or in Apple Technician Guides instruct you to enter command lines.

How to use it
1. Go to Application > Utilities > Terminal.

2.

Enter command line(s) as instructed by the Apple support article or Apple Technician Guide.

Learning Resources
! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
About Disk Utility's Repair Disk Permissions feature Apple Hardware Test: iMac (Mid 2007) and later models How to use and troubleshoot FireWire target disk mode Intel-based Macs: Using Apple Hardware Test Mac OS X: How to start up in single-user or verbose mode Mac OS X: What is Safe Boot, Safe Mode? OS X Mountain Lion: Erase a disk OS X Mountain Lion: Reset a login password OS X Mountain Lion: Use Apple Hardware Test OS X Mountain Lion: Use Network Setup Assistant OS X Mountain Lion: If You need to restart your computer appears OS X Mountain Lion: If you cant join a Wi-Fi network OS X Mountain Lion: If you cant quit an app OS X Mountain Lion: Network Utility Help OS X Mountain Lion: Repair a disk OS X Mountain Lion: Restart your computer automatically

! ! ! ! ! ! ! ! ! !

OS X Mountain Lion: Restore your computers software OS X Mountain Lion: Use Apple Hardware Test OS X Mountain Lion: Use Network Diagnostics OS X Mountain Lion: Your computers internal disk OS X Recovery Disk Assistant v1.0 OS X: About Recovery Disk Assistant Resetting your Mac's PRAM and NVRAM Startup key combinations for Intel-based Macs Using Disk Utility to verify or repair disks When to reset NVRAM or PRAM
Copyright 2012, AppleCare

Terms of Use Privacy Policy

Power Management
Getting Started
Welcome to the Power Management course. This course introduces you to the hardware and software that controls power management in Apple computers, and how to recognize and resolve power management issues.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies

Time Required

60 minutes

Course Objectives

Explain the Mac computer's different power and operating modes. Describe five power saving techniques for Mac computers. Describe how to calibrate a portable Mac computer's main battery to ensure optimal battery performance. State which AC power adapter works with a specified Mac portable model.

Return to top

Next: Power Management Overview

Power Management Overview

Introduction Power Management and Portables

Introduction When we talk about power management, we're talking about the hardware and software that control the power supplied to the computer. In the case of Apple computer products, that includes the SMU, PMU, or SMC (Covered in a prior module) the battery, and the Energy Saver pane in System Preferences. Although the SMU, PMU, SMC and Energy Saver are present in desktop and portable computers, power management issues are most critical in the portable products because they run on batteries.

Power Management and Portables All Apple portable computers (that is, PowerBooks, MacBook Pros, MacBooks, and iBooks) can be powered either by a battery or by a power adapter. A variety of features programmed into the operating system allow the user to monitor the charge level of the main battery and to control the computer's power usage. This determines how long the computer can be used between recharges and how long the battery lasts before it needs to be replaced. Portable power management must be able to activate and deactivate different components to save power. These components include:

hard disk drive display backlight any installed cards (PC cards)

chipsets not being used, such as sound circuitry Back to top

Next: Course Exercise

Exercise
Print this page and answer the following questions.

1. What are the four different power modes? 2. What is the relative power consumption of the four power modes?

3. A customer is experiencing the following: I can't watch a full movie on my MacBook Pro. I start with a fully charged battery and the movie's not that long, two hours or so, but I can't get all the way through it. What power saving technique(s) do you recommend? 4. Identify whether the following is normal or abnormal behavior, and, if abnormal, identify the likely cause: I left my MacBook Pro plugged in all last night, yet when I tried doing just some basic word processing, I got a low power message after only about an hour. 5. Using Apple Support articles, list the steps you must perform to reset the SMC reset on a MacBook Pro (Late 2008).

6. Using Apple Support articles, list the steps you must perform to reset the SMC on a iMac (Late 2006).

Next: Power Modes

Power Modes

Overview Sleep Mode Safe Sleep Further Reading

Overview Recent Mac computers have four power modes:

Awake - computer is fully functional and has full battery use Sleep - computer is fully functional but is in a resting state and has reduced battery use Safe Sleep - Safe Sleep writes the computer's memory contents to a file when the portable computer goes to sleep. This protects data on the computer in case the battery is drained Shut Down - computer is powered off and must be restarted to become functional. This has minimal battery use. Of these three power modes, only sleep mode requires additional information

Sleep Mode There are several ways to put a portable computer into sleep mode:

Select Sleep in the Apple menu. Press the Power key for two seconds and choose Sleep from the dialog box that appears (available in portable models that have a power key).

Activate the sleep switch by closing the portable case.

System software automatically places the computer into sleep mode after a certain period of inactivity. You can specify this period in a System Preferences pane (described later in this module). However, the computer will not automatically go into sleep mode if any of the following conditions are true:

The computer is connected to a shared disk on the network. The computer's modem port is in use. Sleep is set to Never in the System Preferences pane.

To wake any portable computer from sleep, press any key (except Caps Lock). Wake on Demand in Mac OS X v10.6 With Mac OS X you can share your music, printers, files, and even your screen with other computers on your network. Previously, in order for items shared by your Mac to always be available, you had to configure your Mac to never go to sleep. With the new Wake on Demand feature in Mac OS X v10.6 Snow Leopard and an AirPort Base Station or Time Capsule, you can see and access shared items even if that Mac is asleep. This helps you save energy and reduce costs while still ensuring full access to all your shared files and devices, even remotely across the Internet. Note: This service requires an Apple AirPort Base Station or Time Capsule with firmware 7.4.2 or later installed, or an Apple TV with software version 3.0 or later. To use Wake on Demand wirelessly with a WPA or WPA2 network, the AirPort base station or Time Capsule must be hosting the network.

Safe Sleep A new sleep mode was introduced with the last of the PowerBook G4 models and the MacBook Pro. It is called Safe Sleep. During Safe Sleep the current state of the computer is saved on the hard drive, including items such as desktop settings, open applications, and work in progress. This prevents any information being lost if the computer is completely shut down during sleep. When the computer is restarted a progress bar like the one below indicates the original state is being restored.

Here is what happens when a MacBook Pro is put to sleep: 1. User commands MacBook Pro to sleep, via any normal method (close lid, select 'Sleep' from the Apple menu, or press the Power button and select 'Sleep'). 2. The current state of the computer is saved on the hard drive (this process takes just a few seconds with no obvious visible clues that this is happening), and Safe Sleep begins. 3. During Safe Sleep, the sleep LED on the front of the MacBook Pro will slowly pulsate, indicating the unit is asleep. As long as there is a source of power, the MacBook Pro can be awakened simply by pressing any key or clicking the trackpad or external mouse button. To awaken a MacBook Pro from Safe Sleep: 1. You must first reconnect at least one source of power (main battery with sufficient charge, or power adapter connected to AC power) before you can awaken the MacBook Pro from Safe Sleep. 2. Press the Power button to awaken the Mac Book Pro from Safe Sleep. 3. You will not hear a startup chime, because the MacBook Pro is not starting up, but rather awakening from Safe Sleep. The display will turn on, and the desktop will reappear, but dimmed with a blue tint. In addition, you will see a progress bar like the one shown below at the bottom center of the display, right above the dock. The progress bar moves as the saved state of the computer is being restored from the hard disk back into RAM. 4. When the progress bar completes (this process takes just a few seconds), your desktop will become active once again, and you can resume working with the MacBook Pro. If a user complains that he/she cannot awaken the MacBook Pro by pressing any key on the keyboard, ask if the main battery and power adapter were removed while the

unit was asleep. The MacBook Pro could be in Safe Sleep.

Further Reading Review the following Apple support articles before continuing with this course.

HT2412 - "Energy Saver: About sleep and idle modes in Mac OS X." HT1757 - "Progress bar appears after waking from sleep." HT1756 - "How to swap the MacBook Pro battery." HT3774 - Mac OS X v10.6: About Wake on Demand" Back to top

Next: Power Adapters

Power Adapters

Overview

Overview All Mac portable computers ship with a power adapter, which is used to both power the computer and recharge its main battery. Some of these power adapters look identical, but are different in their electrical power supply capacity (maximum wattage). There are different types of power adapters for MacBook Pro, MacBook Air, MacBook, PowerBook G4 and iBook G4 portable Mac computers:

45 watts of power (45W) Barrel-type connector - PowerBook G4 and iBook G4 65 watts (65W) Barrel-type connector - PowerBook G4 and iBook G4 45 watts (45W) MagSafe adapter - MacBook Air 60 watts (60W) MagSafe adapter - MacBook and MacBook Pro 85 watts (85W) MagSafe adapter - MacBook Pro

It is important for customers to use the correct power adapter or the main battery may

not charge completely, or power may drain from the main battery while the computer is plugged into the power adapter. This is complicated by the fact that adapters that vary in power utilize the same type of connector. When a portable Mac is shipped, it includes the correctly rated adapter. This adapter can be replaced with another rated at a higher wattage as the Mac will continue to consume the original amount of power. However, a lower-wattage adapter should not be used as it may cause power related problems. More Information: HT1565 - "Apple Portables: Identifying the right power adapter and power cord--US" HT2346 - "Intel-Based Apple Portables: Identifying the right power adapter and power cord--US" HT1630 - "Apple Portables: Reducing cable strain on your MagSafe power adapter" TS3499 - "L-shaped MagSafe power adapter does not charge computer and LED indicator light does not illuminate" TS1713 - "Apple Portables: Troubleshooting MagSafe adapters" Return to top

Next: Battery Issues

Battery Issues

Recommended Reading Lithium-Ion Batteries Lithium Polymer Batteries Battery Calibration Battery Storage Responding to Low Power Messages Recharging Batteries

Energy Saver

Recommended Reading All portable models ship with a main battery. Some models also have a backup battery. Read the following Knowledge Base articles and other resources before continuing with the course. NOTE: These articles have multiple language versions available via links from the English version.

HT3135 - PowerBook and iBook: Identifying the right battery HT2424 - PowerBook: Battery Storage Life HT2295 - Mac Family: Batteries and Part Numbers, Part 2 TA20409 - Mac OS X, Portables: Batteries shouldn't be changed when computer is sleeping. TA22660 - PowerBook: Testing Backup Battery. HT1466 - Apple Portables: Battery life HT3668 - Intel-based Apple Notebooks: About lithium-ion and lithium polymer batteries HT1490 - Calibrating your computer's battery for best performance HT3782 - Mac OS X v10.6: About the Battery menu bar extra for portable Mac computers Apple Battery website

Lithium-Ion Batteries Apple Computer uses lithium-ion (Li+ or Li-Ion) batteries for its recent portable computers. Lithium-ion (Li-Ion, or Li+) batteries are not subject to the memory effect and, therefore, have no need for periodic reconditioning. However, if the battery is not used for 2-3 months, it should be recharged. Li-Ion batteries should retain a minimal charge needed to operate a Mac for 1-2 months and if stored for up to 12 months

should still be able to accept a charge. Li-Ion batteries have battery level indicator lights that indicate the % level of charge.. If the battery lights blink, there is a problem with the battery. To check the battery status, press and hold the button to the left of the lights until they light up. While the battery is being charged, the lights indicating the charge level will be on. When the battery is fully charged, all the lights will turn off.

Lithium Polymer Batteries With the introduction of the Intel-based MacBook and MacBook Pro, Apple has included a new type of battery, the lithium polymer battery.

Battery Calibration You can calibrate your iBook, PowerBook, MacBook or MacBook Pro computer's lithium ion battery for best performance. The battery has an internal microprocessor that provides an estimate of the amount of energy in the battery as it charges and discharges. The battery needs to be recalibrated from time to time to keep the onscreen battery time and percent display accurate. With all iBooks and PowerBook G4 computers except the aluminum PowerBook G4 (15inch Double-Layer SD), you should perform this procedure when you first use your computer and then every few months thereafter.

Battery Storage When storing batteries for a long period of time (for example, over the summer school break), recommend to customers that they fully charge the battery and then use the computer until the battery is depleted 50%. Then shut down the computer, remove the battery, and store it in a cool, dry place. NOTE: When the battery is inserted in the computer, it creates a closed circuit. So, even if the computer is shut down, the battery will eventually drain.

Responding to Low-Power Messages When the battery charge drops to just a few percent, the computer displays a lowpower message. If you continue working until the computer goes to sleep automatically, you may not be able to wake it again until you plug the computer into AC power. If you can't plug in the AC power adapter, the contents of RAM are retained in sleep for perhaps a day or so. If you leave the battery in the computer and recharge it within a day or so, you should be able to wake the computer and resume work where you left off.

Recharging Batteries Recharge a depleted battery as soon as possible. Leaving a depleted battery in the computer for longer than two weeks (especially in a hot location, such as the trunk of a car) may damage the battery so that it can't be recharged. If this happens, you must replace the battery.

Correct Recharge Procedure Plug in the correct power adapter and connect it to the computer. (You do not need to shut down the computer before plugging in the adapter.) You can continue to use the computer while the battery is recharging, but the battery will take longer to recharge if you do. If you are using several power-consuming features (such as an external monitor and a program that requires frequent hard disk access) and you are not using the features designed to conserve power (such as reduced processor speed), the battery may not recharge until you put the computer to sleep or shut it down. While the computer is shut down and the power adapter is plugged in, you can remove a charged battery from the computer and replace it with a battery you want to charge. If you do this, disconnect the power adapter from the computer and then reconnect the power adapter after you insert the second battery; otherwise, the second battery will

not recharge.

Energy Saver The user controls power management settings through the Energy Saver System Preferences pane.

These settings include:

how long the computer must be idle before going into sleep mode separate timing for display sleep separate timing for hard disk sleep options for automatically waking power failure response reduced processor speed Back to top

Next: Conserving Power

Conserving Power

Introduction Energy Saver Preferences Power Saving Techniques Additional Tips Energy Saving Standards

Introduction There are two portable computer operations that drain the battery the most -- using the backlight on the screen and using the hard drive. To increase battery life, reduce these operations. Set the hard drive to spin down quickly and turn off or lower the brightness of the backlight. Using the slower processor speed also increases battery life. When not in use, put the computer to sleep.

Energy Saver Preferences The Energy Saver preferences are used to specify when the screen dims and when the hard drive spins down. In the Sleep tab, you can specify a global setting (put computer to sleep) or specify separate settings for the display and the hard drive.

The Schedule button allows you to set start up and shut down times for your computer.

Power Saving Techniques Knowing how to manage the portable computer's energy is important. Here are some tips to help increase the computer's autonomy.

Activate automatic display sleep In the Energy Saver System Preferences pane Activate automatic hard disk sleep In the Energy Saver System Preferences pane. The default is on. Turn off AirPort Disconnect peripherals Some peripherals are not self-powered. A USB mouse, for example, or FireWire hard disk (even removed from the desktop). These devices draw power from the portable computer, even if they're not actively in use. Keep a close eye on the battery level Elect to show the battery in the menu bar and show either time remaining or percent remaining. However, be careful: this is only an estimation based on the battery's current consumption. Thus, the menu bar can display 2 hours of remaining autonomy, and the battery will last only 1h30 when the hard drive starts spinning. The estimated time remaining will rise again if the hard drive goes back to sleep.

Reduce screen brightness A bright screen can deplete up to 1/3 of the battery. You can dim the screen brightness almost to the maximum and still be able to work without any problem. Use the power adapter as often as you can Use applications suited to nomadic use If you type entire pages of text, prefer a light word processing application (like TextEdit) to Microsoft Word, which is quite resource consuming. Games and graphics applications like Adobe Photoshop keep the hard disk active and so drain the battery more quickly. Some programs are more suitable than others for a nomadic use of the portable computer. Set up locations files optimized for different environments

Suggest prioritizing different network interfaces for each place that the customer uses his or her computer.

Open Files Simultaneously Simultaneously open the files you want to work on so the disk spins up a single time. Some steps to reduce hard drive usage are disconnecting any external peripherals (such as a USB mouse, FireWire hard disk, external monitor), removing PC (PCMCIA) cards, and running frequently used programs off a RAM disk, especially if they are disk intensive.

Additional Tips Some load items that affect battery usage:

Amount of RAM installed Screen brightness Hard disk drive usage Peripherals (including or PC cards)

Settings and Controls

Turn down the brightness. Turn Backlighting down to minimum. Set the shortest delay before dimming (move the slider in the Energy Saver System Preferences pane to the left). Use this dimming feature instead of a screen saver program. Screen savers access the hard drive and keep backlighting turned on (which uses battery power) but dimming does not. In bright light, you can even turn backlighting off, greatly increasing battery life. Some people use a book light with no backlighting, but this is an extra accessory to carry. Avoid desktop patterns with many black pixels or solid dark areas. (These don't consume more power, but they tend to make you turn up the backlighting, which does consume more power.) Turn the sleep wait period down to a minimum. Set computer and hard disk sleep to their minimum settings.

Select Reduced Speed (on certain models) in the Options tab of the Energy Saver pane. Application Software

Under battery power, don't use applications or features (such as spell checking or QuickTime) that require lots of hard drive access. Instead of a full-featured word processor, use TextEdit, or a program designed specifically for portables. Many word processors constantly access the hard drive, which uses battery power. Suggest that when a customer is near an AC outlet, and is planning to use battery power later, launch the applications and open data files with AC power, then put the computer to sleep. The customer's work will be in RAM when he or she wakes the computer from sleep.

Using Peripherals

Don't use external devices when operating the portable from battery power. Use the disk drive as little as possible and eject any optical discs the customer is not using. Use only low-power USB devices that are designed for portable computers. Remove any PC cards from the PC card expansion slot(s). Some cards draw power even when they are not in use.

Not all portable computers have PC card slots. If you're not sure if the computer you're servicing does, check the manual. Other Tips

Suggest the customer use the AC adapter whenever he or she is near an electrical outlet.

Energy Saving Standards In addition to allowing users to work as long as possible unrestrained by power cables, the power management system meets the following energy saving standards:

Energy Saver Energy Star (US)

Blue Angel (Germany)

To meet those standards, the default configuration of the computer must draw less than 7 watts in Sleep mode and less than 5 watts in off mode, while plugged into the AC adapter and with the battery removed. Return to top

Next: Troubleshooting

Troubleshooting

Introduction User Settings Support Pages Power Management Resets

Introduction Troubleshooting the power system is pretty difficult. There is a power adapter that is distributed over potentially several boards and connectors. In portable computers, a main battery is added to this list of variables. There are many interconnected points that could individually or in some grouping cause the symptom you're trying to resolve. if portable users complain that they do not seem to be getting the battery life they once did, you should reset the power manager and check that proper power conservation settings have been made in the Energy Saver System Preferences pane.

User Settings After you verify the problem you start eliminating areas of potential causes, starting

with user error or settings. When it comes to troubleshooting power management related issues, this is a big area since there are a number of settings and use patterns that could contribute to the symptom. Start by considering the power saving tips you learned about in the previous section to see if you can return the computer to normal operation. Make sure there are no settings or applications running that would prevent the portable from realizing energy savings.

Support Pages The Apple Support site is another resource that can assist you in troubleshooting power management issues. The support pages for iBooks, MacBooks, PowerBooks and MacBook Pros have detailed advise on how to conserve power and investigate power-related issues.

Power Management Resets In the Underlying Technologies course, you were introduced to the PMU, SMU, and SMC. These elements are often reset as part of investigating power management issues. Reset procedures vary from computer to computer so verifying the correct procedure for a particular model is highly recommended. Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. What are the four different power modes?

awake sleep safe sleep shut down 2. What is the relative power consumption of the four power modes? awake Full battery use sleep Reduced battery use safe sleep Minimal battery use shut down Minimal battery use 3. A customer is experiencing the following: I can't watch a full movie on my MacBook Pro. I start with a fully charged battery and the movie's not that long, two hours or so, but I can't get all the way through it. What power saving technique(s) do you recommend? Turn off AirPort Disconnect peripherals Quit all applications that are not needed to watch the movie 4. Identify whether the following is normal or abnormal behavior, and, if abnormal, identify the likely cause: I left my MacBook Pro plugged in all last night, yet when I tried doing just some basic word processing, I got a low power message after only about an hour. Abnormal: Assuming you've verified that what the customer calls basic word processing is low power consumptive (i.e., no other activities going on, no Photoshop editing, etc.), in other words, you've eliminated user error, you probably want to concentrate on the PMU. 5. Using Apple Support articles, list the steps you must perform to reset the SMC reset on a MacBook Pro (Late 2008). 1. Shut down the computer. 2. Disconnect the MagSafe power adapter from the computer, if it's

3. 4. 5. 6. 7.

connected. Remove the battery. Press and hold the power button for 5 seconds. Release the power button. Reconnect the battery and MagSafe power adapter. Press the power button to turn on the computer.

6. Using Apple Support articles, list the steps you must perform to reset the SMC on a iMac (Late 2006). 1. 2. 3. 4. 5. 6. Shut down the computer. Unplug the computer's power cord. Press and hold the power button for 5 seconds. Release the power button. Attach the computers power cable. Press the power button to turn on the computer.

Next: This concludes the Power Management course.

References
Getting Started
Welcome to the AASP Resources, References Terms and Systems course. This course covers Service Provider terminology, reference sources and GSX (Global Service Exchange the account-based Service Providers portal to all repair related resources and tracking.) You will use the key AASP online resources to answer a series of treasure hunt questions.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies

Time Required

30 minutes

Course Objective

Given a set of symptoms, use Apple documentation to isolate a hardware issue in 5 minutes. Return to top

Next: References Overview

References Overview

Apple Support Apple Product Specifications Apple Technician Guides Diagnostics AppleCare Service Program Manual Apple Support Articles (Knowledge Base) AppleCare Service News GSX Training and Self-Help Apple Product Manuals Service Terms and Acronyms

Apple Support http://www.apple.com/support/

The publics support website which provides comprehensive support information about and links to Apples hardware and software products. Apple Support provides product pages - a complete biography of the product. The site gives comprehensive information including:

Product Selection Software Updates (2 locations) Check Warranty Status Downloads User Manuals Specifications Troubleshooting Tips User Discussions Search Support Articles

This material provides information on each models service issues, is a good way to get acquainted with a new model and can be used to educate customers. Many basic questions will be addressed by this site. For example, from Browse Support on the left of the screen, click Computer + Server, then click Intel-based iMac to see this page:

Back to Top

Apple Product Specifications Specifications for Apple products are available online at: http://support.apple.com/specs/

Back to Top

Apple Technician Guides Apple Technician Guides are obtained by going to Global Service Exchange. Please note that this documentation for later products is restricted to persons working at Apple-Authorized service facilities. For training purposes, AppleCare Technician Training users can access sample Apple Technician Guides for older products via their version of AppleCare Service Source. http://www.info.apple.com/att/ssol/en/ Guides provide:

Troubleshooting checklists Illustrations of troubleshooting and take apart techniques Specific instructions on when and how to use diagnostics Clear customer symptom codes A user feedback path to the service writers The Technician Guide includes a two-stage checklist approach to resolving troubleshooting issues: o Quick Checks - the steps you can take to initially narrow the possible causes of an issue. These steps can be done when first examining a system before checking it in for repair. o Deep Dives - more involved procedures that are best done after a system is checked in for repair.

Diagnostics Certified service technicians at Apple-Authorized service facilities can access and download Apple Service Diagnostics. This is done via the Global Service Exchange site. Please note that the Service Source provided for AppleCare Technician Trainees does NOT provide access to all diagnostics. Disc images of Apple Hardware Test are provided but Apple Service Diagnostic is restricted to technicians at Apple-Authorized service locations. Use of diagnostics will be covered in detail in the Diagnostics course.

AppleCare Service Program Manual AppleCare Service Program Manual is the Service Operations bible and describes in detail Apples Service policies, procedures, terms, conditions and metrics. Additionally The Service Program Manual provides comprehensive definitions of Apples Service language. As stated in its objectives, the Service Provider Manual Illustrates the performance criteria, business practices, and policies to which participants in Apples service programs must adhere.

Additionally, the SP Program Manual functions as the Statement of Work associated with Apples Service Provider Agreement. NOTE: Access to this document is restricted to persons working at Apple-Authorized service locations. Back to Top

Apple Support Ariticles (Knowledge Base) Apple Support Articles (also known as Knowledge Base) are found at http://support.apple.com/kb/index?page=search Apples official technical support database contains product descriptions, specifications, compatibility information, troubleshooting advice, system expansion, and hardware and software upgrade information. If you are working on a particular system for the first time, see what articles are called out on the Apple Support page for that product. These articles can often serve as a starting point for troubleshooting. In the example shown below, get internet in public hot spot was typed into the Search Box. Numerous responses were returned, including the top hit: Using Public Networks or Hot Spots to Access the Internet".

The information in this resource is available in a variety of formats such as Discussions, How To, Troubleshooting, etc. The public has more limited access to Apple Support Articles than AASPs. Back to Top

AppleCare Service News AppleCare Service News provides online information about Apple Service policies and programs and technical updates. Users select their region at login so they can access articles relevant to their geography. The Service News should be checked every day. In addition to news, links are provided to: SSOL; GSX; Archives; Summaries, Vintage products, et al.

For security purposes, Apple service providers must link to Service News from within GSX to view Service News articles.

GSX Training and Self-Help GSX is the service providers and technician's online portal to all service-related business online. System functions include Repair and Sales Orders, Inquiry, Account Management, Dispatch Management, and Information Access.

GSX Self-Paced training can be accessed by clicking GSX Training Available from the GSX home page. GSX Self Help can be accessed by clicking on the GSX Help Form in the Account Management section of GSX. This page lists FAQs, a live link to SPS Chat and links

to the User Guide, GSX Quick Start Guide and video training. Back to Top

Apple Product Manuals Apple Product Manuals are available for download in PDF format at: http://support.apple.com/manuals/ These are the manuals that ship with each Apple product and are available to the public.

You can search for the manual you need by product name, e.g., iPhone, or by product

type, e.g., Portable Computers. Back to Top

Service Terms and Acronyms

AASP: An Apple Authorized Service Provider, a company that is authorized by Apple to perform service on Apple products. ALAC: Apple Latin America & Caribbean. APP: The AppleCare Protection Plan extends the standard warranty by two years and provides three years of Apple-certified hardware service, three years Apple Certified Macintosh Technician (ACMT): Apple requires that all Apple Authorized Service Locations use technicians who have the appropriate Apple Service certification to repair Apple products. Apple Support Articles (Knowledge Base): A searchable database of all Apple technical issues. http://support.apple.com/kb/index?page=search ASP: Apple Service Provider who does not receive labor compensation from Apple for warranty repairs. Typically, this is a school district or companys inhouse service provider. Customer Satisfaction (CS): A type of coverage for specific, atypical customer issues. Coverage: Apples limited warranty coverage, AppleCare Protection Plan, or any other coverage agreements are validated at the part level. Module and Replacement parts are eligible for coverage. Other category parts are not expected to fail under normal wear and are not eligible for coverage. Accidental damage and customer abuse situations are also not eligible for coverage. DIY: Do-It-Yourself. Formerly referred to as customer-installable part (CIP). A service where customers perform (relatively simple) repairs themselves with parts supplied by Apple. Information on DIY options are found at the Online Service Assistant' at http://selfsolve.apple.com. DOA/DOA Part: Dead on arrival. DOA refers to a product that fails to

function when it is first turned on or a part that is inoperable out of the box.

Electro Static Discharge (ESD): The transfer of an electrostatic charge between two objects. Some of the components used in Apple computers are highly sensitive to ESD and must not be handled without properly grounded ESD protection. EMEA: Europe, Middle East, and Africa. Used to refer to Apple's region encompassing Europe, Middle East and Africa and as seen in organization titles such as "Apple EMEA AppleCare" and "Apple EMEA Services." FTF: (First Time Fix): Service metric that measures the number of units that have to be returned for additional repairs within a 30-day period. The Goals is 98% first time fix success. Genius: Apple employee performing AppleCare services at retail Apple Stores locations. GSX: Global Service Exchange. GSX is the service providers online portal to all service-related business online. System functions include Repair and Sales Orders, Inquiry, Account Management, Dispatch Management, and Information Access. In Warranty: (IW): A unit whose repair costs are covered by Apples warranty or the AppleCare Protection Plan Known Bad Board (KBB): Often used generically to refer to any part in need of repair/replacement. Known Bad Board Turnaround Time (KBBTAT): Service metric that measures the time it takes to return the defective module to the Apple. Goal: Within 24 hours of completing the repair Known Good Board (KGB): x Often used generically to refer to any new/working part (often as a replacement for a KBB part). OOW: Out of Warranty. A unit whose repair costs are NOT covered by Apples warranty or the AppleCare Protection Plan Parts per repair Service metric that measures the average number of parts required to complete a repair. The goal is 1.10 parts per repair POS: Point of Sale.

Prometric: Third party Apple-Authorized certification and testing center? RepTAT (Repair Turn Around Time also known as TAT): Service metric that measures the time it takes to complete a repair from the time the unit is received. Goal: Diagnose unit and order parts within 4 hours of unit received and repair and test unit within one business day of receiving the parts required for the repair RMA: Return Materials Authorization. This can be used to refer to the piece of paper authorizing a reseller or end user to return a product to Apple, or to the process of returning that product, or sometimes even to the warehouse where the product is returned. Service Excellence: AppleCare Service Excellence (ACSE) is a compensation incentive program that measures Service Location performance against four performance metric criteria: First Time Fix, Parts Per Repair, Known-BadBoard Turnaround Time, and Repair Turnaround Time. The program allows Service Providers to increase their labor reimbursements. Service News: Provides SPs with bulletins about new or revised service programs and policies. SPS Chat: Service Provider Support (SPS) Admin web chat. Instant IM help service offered to AASPs certified technicians and Admins. SRO: Service Repair Orders. TSPS: Technical Service Provider Support. The contact center team that supports AppleCare service providers who have technical repair issues. Back to Top

Next: Course Exercise

Course Exercise
Print this page and answer the following questions.

Apple Support Site Questions Using the Apple Support Site, answer the following questions: 1. You have a MacBook that is not displaying video. How do you distinguish between no video and no power? 2. You need to boot into Apple Hardware Test on an Intel-based iMac. What key(s) do you hold down to access AHT? 3. You have a MacBook Pro with the serial number W8846BCN1G0. What is the model name of this computer according to its serial number? (HINT: Use the Check My Repair Status link at Apple Support.)

Apple Support Site Activities 1. If you are using a Mac, locate the support page for your computer. (If you do not have a Mac, assume that you are using an Intel-based iMac (27-inch Late 2009) 2. Download the user guide (product manual) for that Mac. 3. Locate and review the specifications for that Mac. 4. Check the computer's warranty status using the serial number. (Skip this if you do not have a Mac). 5. Review the Knowledge Base articles in the troubleshooting section for your Mac or the Intel-Based iMac.

GSX Question 1. Who can access GSX?

Apple Technician Guide Activities Download the Technician Guide for the MacBook Pro (15-inch Mid 2009) and answer the following questions: 1. What is the part number for the foam wedge used for display assembly removal? (Hint: Check Required Tools) 2. You are troubleshooting a MacBook Pro (15-inch Mid 2009) that exhibits no power. What are the Quick Checks for this problem? 3. The Quick Checks do not solve the issue. You continue to troubleshoot and eliminate peripherals as the cause. Resetting the SMC has no effect. What should you do next? 4. You need to replace memory in a MacBook Pro (15-inch Mid 2009). What components need to be removed before you can do so? 5. Review the repair procedures for the following components: Hard Drive, Optical Drive, Display Assembly, Logic Board

Knowledge Base Activities 1. Locate the K-Base article "Intel-based Mac: Startup sequence and error codes" and review its contents.

Next: Check your answers

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

Apple Support Site Questions Using the Apple Support Site, answer the following questions: 1. You have a MacBook that is not displaying video. How do you distinguish between no video and no power? With no video but with power - You may hear a startup chime - You may hear fan or drive noise - You may see the power light on the computer light up If your computer does not power on, when you press the power button: - You won't hear a startup chime - You won't hear any fan or drive noise - The power indicator on the computer won't light up at all (MacBook Support/Troubleshooting/My Computer displays no video) 2. You need to boot into Apple Hardware Test on an Intel-based iMac. What key(s) do you hold down to access AHT? You must press the "D" key. (Intel-based iMac Support/Popular Articles/Startup key combinations for Intel-based Mac computers) 3. You have a MacBook Pro with the serial number W8846BCN1G0. What is the model name of this computer according to its serial number? (HINT: Use the Check My Repair Status link at Apple Support.) MacBook Pro (Late 2008)

Apple Support Site Activities 1. If you are using a Mac, locate the support page for your computer. (If you do not have a Mac, assume that you are using an Intel-based iMac (27-inch Late 2009) 2. Download the user guide (product manual) for that Mac.

3. Locate and review the specifications for that Mac. 4. Check the computer's warranty status using the serial number. (Skip this if you do not have a Mac). 5. Review the Knowledge Base articles in the troubleshooting section for your Mac or the Intel-Based iMac.

GSX Question 1. Who can access GSX? Certified technicians at Apple-Authorized service facilities

Apple Technician Guide Activities Download the Technician Guide for the MacBook Pro (15-inch Mid 2009) and answer the following questions: 1. What is the part number for the foam wedge used for display assembly removal? (Hint: Check Required Tools) 922-8779 2. You are troubleshooting a MacBook Pro (15-inch Mid 2009) that exhibits no power. What are the Quick Checks for this problem? 1. Verify AC power presence with MagSafe LED indicating on or charge state. 2. Verify battery status as being partly charged, charging with AC power. 3. Reset SMC. 4. Run Battery Diagnostic Utility 3. The Quick Checks do not solve the issue. You continue to troubleshoot and eliminate peripherals as the cause. Resetting the SMC has no effect. What

should you do next? Check battery level LED indicator for status of battery charge or battery use error. Inspect battery connector for burn marks or damaged pins if substituting a known-good battery to verify starting on battery. 4. You need to replace memory in a MacBook Pro (15-inch Mid 2009). What components need to be removed before you can do so? Bottom Case 5. Review the repair procedures for the following components: Hard Drive, Optical Drive, Display Assembly, Logic Board

Knowledge Base Activities 1. Locate the K-Base article "Intel-based Mac: Startup sequence and error codes" and review its contents.

Next: This concludes the References course.

Technician Safety
Getting Started
Welcome to the Technician Safety course. Technician Safety precautions include CRT discharge procedures, avoiding shock hazards, special repair procedures and how to properly handle hazardous materials used in servicing Mac computers. Please note that the topics covered in this course are the basis for the Technician Safety sections of both ACMT Certification and Recertification Exams. Those sections MUST be passed in order to pass those exams. If you do not pass a Technician Safety section, even a perfect score on the remainder of the exam will still result in a failed exam.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory

ESD Precautions Hardware Tools

Time Required

40 minutes

Course Objectives

Given an Apple product and technical documentation for that product, identify the safety issues with that product in 2 minutes. Given identified safety issues in a service interaction and a possible resolution, complete diagnostic and service tasks using Apple-documented safety guidelines in 10 minutes. Given an isolated hardware device issue and a possible resolution, use Apple documentation, approved tools, and service inventory to safely repair the hardware device in 45 minutes. Given a hardware service repair and the correct Apple technical documentation for a specified supported product, identify the service and safety issues for that product in 2 minutes. Return to top

Next: Safety Overview

Safety Overview

Introduction Safety Resources

Introduction Safety issues in Mac computers fall into several major categories:

Handling and servicing CRTs Shock hazards

Working with and disposing of hazardous materials

Safety Resources There are several online resources that can keep you up to date regarding safety issues for Mac computers.
Service News

Service News provides announcements and updates for safety procedures. It can be accessed via the service provider version of Service Source.
Service Manuals and Technician Guides

Any special precautions for working on product will be spelled out in detail. Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course.

As you go through the course, answer each of the exercise questions. 1. You are about to work on a Mac Pro (8x) for the first time. No one else at your site has worked on this computer. Which ONE of the following resources will be your BEST means of understanding any safety issues or procedures? a. Discussion Boards b. Service manual c. Service News 2. What makes up most of the weight of a CRT? a. Electron Generator b. Anode

c. CRT Grids d. Glass Vacuum Tube 3. Name the three major risks of working on CRTs 4. Is it recommended to carry CRTs by the neck? 5. Name one toxic material found inside of CRTs. 6. You are troubleshooting an eMac for a no video issue. You want to open up the computer to check internal cabling. What is the FIRST recommended step you take before doing this? 7. What are the eight CRT safety rules? 1. 2. 3. 4. 5. 6. 7. 8. 8. What does this symbol represent?

9. Another technician is working on an iMac (24-inch) and has plugged in the opened unit to check LEDs. Should he be wearing an ESD wrist strap? 10. List five of the special tools needed to open the case on an iMac (20-inch Early 2008). 0. 1.

2. 3. 4. 11. You are surfing the Web on a Power Mac G5 (Early 2005) 2.7 GHz computer and notice that there appears to be liquid leaking out from the bottom of the case. What is the FIRST thing you should do? . a. b. c. Restart the computer Unplug the computer Shut down the computer Start up the computer in verbose mode

12. You get some of the liquid in your eye. How long should you flush out your eye with water? . a. b. c. One minute Five minutes Ten minutes Fifteen minutes

13. You diagnose that a high-end Mac Pro (Early 2008) requires a new heat sink. Is it okay to leave the computer torn down while you order a new heat sink? 14. What do you do with the disposable materials that came with the replacement heat sink?

Back to top

Next: CRT Introduction

CRT Introduction

Overview

Overview CRT (Cathode Ray Tube) displays designed for use with computers are built to high specifications because they are used for word processing and other detailed work, and must be readable. A CRT display is composed of a vacuum tube with an electron beam generator inside. The tube makes up most of the size and weight of a CRT display The number of times the screen is repainted each second is the CRT's scan, or refresh rate, expressed in hertz (Hz). Higher scan rates result in images that appear stable; lower scan rates result in images that seem to flicker. Flickering images can cause eyestrain. You can adjust the scan rate in the Displays pane in System Preferences. Select a rate that is compatible with the display for best results.

A. Cathodes (electron generator) B. Electron beams (RGB) C. Anode

D. Phosphor-coated screen E. Shadow mask or aperture grill F. CRT grids Back to top

Next: CRT Risks

CRT Risks

Introduction Glass and Vacuums Implosions Avoiding Breakage Toxic Materials Shock Hazards

Introduction While CRT-based Mac computers are no longer sold, they will be a part of the supported product line for years to come. At some point, you may have to service a CRT-based Mac and it is extremely important that you know how to troubleshoot and service these potentially dangerous computers.

Glass and Vacuums Cathode ray tubes are glass vessels that have the air pumped out of them. They will have very thick glass in the screen area and a thinner glass in the narrow neck area. This makes a CRT fairly fragile when it is not encased in a computer or bezel. The neck area, in particular, is easy to break or crack.

A - Front of CRT where the glass is very thick. B - Neck area of CRT where the glass is very fragile

Implosions If a CRT is broken, the surrounding air will rush violently into the unsealed vacuum in the CRT. This normally results in broken glass being sprayed in every direction.

Avoiding Breakage Avoid placing stress on the neck portion of the CRT assembly. Since the neck has thinner glass, you should never lift a CRT by the neck and handle CRT modules carefully when lifting them or putting them down. If you have to transport a CRT module, always make sure that it is in a shipping package or installed in the computer.

Toxic Materials Color cathode ray tubes may contain mercury or other potentially toxic materials. If the CRT is not broken or cracked, these materials are contained and do not pose a risk. This is another reason to be very careful when handling CRT service modules. It's also important to understand that there are no toxic gases, or gases of any kind, inside a CRT; it's a near-vacuum, with almost all air removed.

Shock Hazard CRTs are potentially dangerous because charged CRT carries high voltage - about 27,000 volts. In addition, the vacuum in a CRT can cause it to implode if broken or punctured. When handled properly, CRTs should cause no harm. There are very few occasions when you should have to open a display and expose a CRT. Because of changing technology and lower prices, servicing a CRT unit is rarely your first option, and untrained AASPs should not attempt CRT service. NOTE: A CRT can carry a charge even when the display or computer is turned off and can build up a secondary charge after the power is removed. Because of dangerously high voltages it is important that you do not touch any of the following parts inside the product housing until after the display is disconnected from its power source and properly discharged. This illustration shows the Display Analog Assembly of an eMac computer:

These areas of a CRT can present a shock hazard: 1. 2. 3. 4. 5. Anode cap and connector High voltage cable Yoke assembly (deflection coils) Flyback transformer Any exposed soldered connections

The illustration below shows a close-up view of the anode aperture itself. The anode aperture is a metallic connector that is embedded into the glass envelope of the CRT when it's manufactured. Since a disconnected CRT can build a charge back up on its own over time, it is important to be aware of the anode aperture because this is where such built-up charge can shock you if you touch this connector, even when power has been removed and the high voltage cable has been disconnected. This is why it's important to always establish an ongoing ground between the anode aperture and ground after discharging the CRT.

1. CRT Anode Aperture

Back to top

Next: CRT Safety Rules

CRT Safety Rules

CRT Safety Rules

CRT Safety Rules Working around a CRT inside a Mac, or working around the inside of any Mac while it's powered on, can bring parts of your body dangerously close to hazardous voltages and therefore requires an exception to the ESD rules. Being grounded in these situations is extremely dangerous because your grounded

ESD wrist or heel strap and workbench mat create a path through your body to ground. To work safely on a CRT inside a Mac, you need to follow these safety rules every time: 1. Don't work alone. Having someone nearby in case of an accident could save your life. 2. Turn off the power and disconnect the AC power cord before you remove the CRT cover. 3. Remove any metal jewelry. 4. Remove the grounding wrist or heel strap until the CRT has been discharged. 5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged.

6. Wear safety goggles.

7. Discharge the CRT immediately after the case has been removed and before touching anything inside the computer or display. The CRT discharge procedure is covered in the next section of this course. 8. After you have discharged the CRT, reconnect and wear a grounding wrist or heel strap. Back to top

Next: CRT Discharge

CRT Discharge

Overview Required Tools and Equipment CRT Discharge Procedure

Overview Please exercise caution - CRTs carry a high voltage and can be dangerous. For safety, newer Apple displays are equipped with a bleeder resistor (contained in the flyback transformer) that automatically drains the charge from the CRT when the power is shut off. Even so, Apple requires all service technicians to discharge all CRTs before performing repairs. In this module you will learn how to safely discharge the high voltage from a cathode-ray tube. Warning: The CRT discharge component of this lesson is intended for service technicians working under the direct supervision of an AASP. Do not attempt the CRT discharge part of this lesson if you are an individual studying AppleCare Technician Training.

Required Tools and Equipment Required Tools and Equipment When discharging a CRT, you need the following equipment:

Safety glasses Ungrounded foam pad Needle-nose pliers Wire lead with alligator clips at both ends CRT discharge tool

CRT Discharge Procedure To ensure your safety, you should follow Apple-recommended CRT discharge procedures. Search Service Source to obtain the latest version of the correct service manual for the display or Mac you are servicing, and read through all instructions and cautions before starting any work. Before you do anything (including discharging a CRT), turn off and unplug the display or Mac. 1. Follow CRT Safety steps 1 through 6 to prepare to discharge the CRT. (These steps were covered in the previous section of this course.) 2. Remove the housing. If you have access to them, refer to the repair instructions in the appropriate service manual for your Mac or display.

3. Put one hand in your pocket or behind your back to prevent current from passing through your heart if you accidentally touch a high-voltage area.

4. Using the Apple CRT discharge tool shown below, connect the alligator clip from the lead to any metal part of the chassis on standalone CRT displays or to the ground lug on a Mac with a built-in CRT display. The ground lug is usually found on a corner of the CRT where it attaches to the front bezel. NOTE: When discharging a CRT, use only the ground lug to make your ground connection on a Mac to prevent high voltage damage to the logic board. The ground lug ensures high voltage is safely discharged through appropriate circuits.

5. Carefully slide the discharge tool probe under the anode cap and into the anode aperture, until you can feel metal-to-metal contact being made between the probe and the anode aperture. Feeling for this contact is your confirmation that any voltage that may still be inside the CRT has been safely discharged through the discharge tool.

6. If a discharged CRT must remain exposed for any length of time, establish an ongoing ground lead between the ground lug (2) and the anode aperture (3). This prevents the CRT from building up a secondary charge again. A typical ground lead would have alligator clips at both ends of a short wire lead.

7. After you have discharged the CRT and established your ongoing ground lead, reconnect and wear a grounding wrist or heel strap and reconnect your ESD mat to ground to resume ESD precautions. Back to top

Next: CRT Disposal

CRT Disposal

Overview

Overview Remember that even electrically discharged CRT displays still present these basic dangers during disposal:

CRT displays may implode if mishandled. CRT displays may contain hazardous materials.

Use the following instructions for returning color CRT's (whether in-warranty or outof-warranty).

Color CRT assemblies must be disposed of as hazardous waste. AASPs should return dead color CRT assemblies (not physically cracked or broken) directly to Apple. Remember:

Do not devacuum them. Enclose them in the packaging in which they were originally shipped.

If you no longer have the original packaging, do NOT return color CRTs to Apple. Instead, dispose of CRT assemblies according to your local hazardous waste ordinances. Broken CRTs (for example, monitors with cracked glass) must not be returned to Apple. Again, dispose of them according to your local hazardous waste ordinance. Back to top

Next: Power Supply Precautions

Power Supply Precautions

Power Supply Safety

Power Supply Safety The iMac (24-inch) Power Supply:

Warning: HIGH VOLTAGE:

The power supply remains powered up whenever the computer is plugged in, whether or not the computer has been turned on. Use extreme caution when troubleshooting with the glass panel removed.

o o

Dont work alone. In the event of an electrical shock it is important to have another individual present who can provide assistance. Keep one hand in your pocket when working on any iMac computer that is plugged in. This will help ensure that your body does not provide a path to ground in the event that you accidentally make contact with the line voltage. Dont wear jewelry, watches, necklaces, or other metallic articles that could present a risk if they accidentally make contact with the power supply circuitry.

Important:
Wait one (1) hour after unplugging the computer from the electrical outlet before removing the power supply or working near the power supply leads. The power supply contains a high voltage capacitor that may remain charged for up to an hour after unplugging the computer. Reminder: If the unit needs to be plugged in for LED checks or similar troubleshooting, do NOT wear an ESD wrist strap. Any shock could be more dangerous since you are connected to ground.

This symbol identifies any section of the computer that presents a shock hazard:

Any time you see this symbol in Apple service manuals, Technician Guides or other Apple documentation, you need to read and fully understand the shock hazard it identifies. Back to top

Next: Glass Handling Procedures

Glass Handling Procedures

Glass Panel Precautions Removing the Glass Panel Things to Do Things to Avoid Handling a Broken Glass Panel

Glass Panel Precautions Recent iMac models have a glass panel that attaches to the outside of the front bezel. The glass panel is not tempered and will break into sharp pieces if mishandled. A scratched or broken glass panel is not covered under warranty. To prevent contamination, handle only by panel's edges while you are wearing lint-free gloves.

Removing the Glass Panel

Removing the glass panel requires special tools and must be done prior to replacing any module other than the SO-DIMMs. Special tools such as lint-free gloves, rubber suction cups, a sticky silicone roller, microfoam storage bags, and the iKlear cleaning solution are required to remove, handle, and clean the glass panel. Details concerning these special tools and materials are available in the service manuals for these latest iMac models.

Things to Do

Handle glass panel using lint free gloves. Use only a sticky silicone roller to clean the inside surface of the glass and the LCD panel. Use iKlear to clean ONLY the outside surface of the glass panel. Place the glass panel into a clean protective microfoam bag when it is not installed on an iMac. Store the glass panel in a safe area where it will not be broken or damaged. Store the LCD panel in an anti-static bag to prevent the buildup of static charges which may attract dust particles to the displays surface.

Things to Avoid

Avoid fingerprints. Do NOT touch the inside of the glass with bare hands or dirty gloves. Do NOT clean the inside surface of the glass or the LCD with iKlear or other cleaning solutions. Do NOT place the glass panel on a work surface where it may collect dust and other contaminants unless it is in its protective microfoam bag. Do NOT use single wipe iKlear packets or other cleaning solutions to clean the glass.

Handling a Broken Glass Panel

The glass panel is not tempered and will break into sharp pieces if mishandled. If the glass is broken it must be carefully removed from the iMac to prevent irreparable damage to the front surface of the LCD. If the front surface of the LCD is scratched by the broken glass the LCD may need to be replaced. Do not handle broken glass unless you are wearing protective cut-resistant gloves. The lint-free gloves used to prevent contamination of the glass panel are not suitable for handling broken glass. Use a broom and dust pan to sweep up as much of the broken glass as possible. Glass fragments may have traveled several feet from the location of the glass panel so be sure to thoroughly clean the entire area. Use a vacuum to remove the smaller fragments not picked up by the broom. Back to top

Next: Portable Precautions

Portable Precautions

Internal Battery Must Be Disconnected Internal Battery May Have Soft Underside

Internal Battery Must Be Disconnected Summary: Newer Apple portable models contain an internal-only battery that is serviceable only by Apple-authorized service providers and are fitted with tamperresistant screws. Note: Some Apple portable models have no access door on the bottom case. On such models, the entire bottom case is removed to gain access to the battery and other internal components. WARNING: Because the battery is internal and connected to the logic board by a cable, it MUST BE DISCONNECTED before performing service procedures. If you fail to do so, live current from the battery will short circuit the components and render the logic board and/or LVDS cable unusable. Causing the battery to short circuit is a technician safety issue because doing so can cause an electrical fire.

Tip: Every time you remove the bottom case, disconnect the battery cable from the logic board before doing anything else inside. Please consult the latest version of the appropriate Apple Technician Guide for complete instructions.

Pull on tab to disconnect battery cable

Battery cable disconnected from logic board

Internal Battery May Have Soft Underside Summary: Some newer Apple portable models, such as the MacBook Air and MacBook Pro (17-inch, Early 2009), contain an internal-only battery. The underside of this battery may be soft. The battery's mylar gel packs are partially exposed on the battery's underside. WARNING: Puncturing or otherwise damaging the battery may cause hazardous chemicals to leak out of the battery. Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture or press on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. Do not place the battery on any surface near sharp objects like screws, metal clips, or tools, because sharp objects can easily puncture the soft battery cover.

Return to top

Next: Liquid Cooling

Mac Pro Thermal Materials

Introduction Handling Instructions Safety and First Aid Guidelines

Introduction In the Mac Pro (8x) and high-end Mac Pro (Early 2008) configurations a special coating is used on the heat sink and processor to manage the computers temperature. There are special disposal requirements for these models as detailed below.

Handling Instructions
General

Wear disposable nitrile or latex gloves when handling the processor heat sink and processor. Avoid touching the silver coating on the underside of the heat sink and the top of the processor. Use care when removing the heat sink from the computer. As much as possible, lift the heat sink straight up off the processor. Use care when removing the processor from the logic board. Lift the processor

out of the processor holder by inserting a finger or flat-blade screwdriver in the notch at the front of the holder. Hold the processor only by the edges.

When installing a replacement heat sink or processor, remove the protective cover from the new heat sink or processor and transfer it to the defective heat sink or processor before packaging it for return to Apple.

Timing

When removing or replacing the heat sink and/or processor, do not allow the heat sink to be separated from the processor for more than 30 minutes. The silver coating on the heat sink and processor degrades with exposure to air; more than 30 minutes exposure could result in damage to the computer and a repeat, multi-part repair. Reassemble the computer while waiting for any new parts to arrive. When installing a new logic board, use care in transferring the heat sinks and processors to the new board. Do not allow the heat sinks and processors to be separated from the board or from each other for more than 30 minutes. Reassemble the computer while waiting for a new logic board to arrive.

Krytox Thermal Grease

To ensure a proper seal between the heat sink and processor, a bead of Krytox grease rims the gasket on the underside of the heat sink. Replacement heat sinks come with the grease already applied. Use the following guidelines for when to reapply Krytox grease to the heat sink.

In most cases, you do not need to reapply Krytox grease when installing a new processor or when transferring processors and heat sinks to a replacement logic board. If you are installing a new heat sink , use a lint-free cloth to remove any residual grease from the outer edges of the processor. Do not apply new grease to the heat sink or processor, as the heat sink comes with the full capacity of grease applied.

Safety and First Aid Guidelines

For complete instructions, refer to the specific Material Safety Data Sheets (MSDS) included with the replacement parts.
Safety

Avoid contact with eyes. Avoid contact with skin. Wash thoroughly after handling. Do not store or consume food, drink, or tobacco in areas where they may become contaminated with the material.

First Aid

Eyes: Immediately flush with plenty of water. If wearing contact lenses, after initial flushing, remove contact lenses and continue to flush for 15 minutes. Have eyes examined by a medical professional if irritation persists. Skin: Wash skin with soap and running water. The recommended flushing is 15 minutes if pain or irritation occurs. Remove and wash contaminated clothing. Seek medical attention if irritation or redness develops. Inhalation: Remove to fresh air. If not breathing, give artificial respiration. If breathing is difficult, give oxygen. Call a physician. Ingestion: Do not induce vomiting. Contaminated individual should immediately be given two glasses of water. Never give anything by mouth to someone who is unconscious, having convulsions, or unable to swallow. Call a physician.

Disposal Instructions

Place all disposable materials used in removing or replacing a processor heat sink or processor inside the re-sealable plastic bag included with the replacement module. (Disposable materials include such items as protective gloves, alcohol wipes, lint-free cleaning cloths, Krytox grease and syringe, and heat sink gasket.)

Dispose of this material per local and federal disposal regulations, and/or your site's disposal procedures. Back to top

Next: Summary

Liquid Cooling

Introduction General Safety Information Safety Guidelines

Introduction The following Power Mac computers:

Power Mac G5 (Late 2004) 2.5 GHz Power Mac G5 (Early 2005) 2.7 GHz Power Mac G5 (Late 2005 Quad) 2.5 GHz

use a liquid cooling system (LCS) to manage the temperature in the computer. The liquid cooling system is sealed and is designed to be opened only by an Apple Authorized Service Provider (AASP). To ensure proper safety and handling of the LCS system, please read the following information.

General Safety Information The LCS cooling system fluid is predominantly water (80% or greater) with a mixture of corrosion inhibitors and bacterial growth preventatives. In normal use in a nonleaking LCS there are no special handling considerations.

However, if a leak in the system is suspected or discovered and the computer is plugged in, remove power to the computer by pulling the power plug. Nitrile or rubber gloves should be worn when handling an LCS module that is leaking or suspected to be leaking. Evidence of leaks would include corrosion around fittings in the LCS coolant system, a liquid present, or a slick or slimy feel when handling the part. For leaks or spills, wipe up the fluid using rags, paper towels, or other suitable materials. Dispose of all cleaning materials according to local laws and regulations. Do not combine used coolant with any other chemical. When returning a failed LCS module to Apple, place the module (leaking or not) in the packaging that the replacement module came in. Follow the packaging instructions included with the replacement module. Failure to follow the instructions could damage the equipment and void warranty coverage.

Safety Guidelines Below is a summary of first aid measures for exposure to the liquid.

Eyes: Immediately flush with plenty of water. If wearing contact lenses, after initial flushing, remove contact lenses and continue to flush for 15 minutes. Have eyes examined by a medical professional if irritation persists. Skin: Wash skin with running water. Remove contaminated clothing. The recommended flushing is 15 minutes if pain or irritation occurs. Seek medical attention if irritation or redness develops. Ingestion: Ingestion of this product, while unlikely to occur in its containment, may cause irritation of the mouth and throat, gastric upset, stomach ache, cramps, nausea and vomiting. If the product is swallowed, CALL PHYSICIAN OR POISON CONTROL CENTER FOR MOST CURRENT INFORMATION.

If professional advice is not available, do not induce vomiting. Contaminated individuals should drink milk, egg whites, or large quantities of water. Never induce vomiting or give diluents (milk or water) to someone who is unconscious, having convulsions, or unable to swallow. Back to top

Next: Mac Pro Thermal Materials

Summary

In Conclusion

In Conclusion To summarize what you have learned:

You now know how to locate safety information about Apple products in Service News, service manuals, and technician guides. CRTs are hazardous from implosion, hazardous materials such as mercury, and electrical shocks. CRT necks are very fragile. The eight CRT safety rules are as follows: 1. Don't work alone. 2. Turn off the power and disconnect the AC power cord before you remove the CRT cover. 3. Remove any metal jewelry. 4. Remove the grounding wrist or heel strap until the CRT has been discharged. 5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged. 6. Wear safety goggles. 7. Discharge the CRT immediately after the case has been removed and before touching anything inside the computer or display. 8. After you have discharged the CRT and turned off the CRT power, reconnect and wear a grounding wrist or heel strap. You now know about power supply shock hazards when later model iMac computers are plugged in but not booted.

You can name the special tools required to open up later iMac computers. o Lint-free gloves o Rubber suction cups o Sticky silicon roller o Microfoam storage bags o iKlear cleaning solution You know to immediately unplug any liquid cooled Mac computer that appears to be leaking. You know that Mac Pro (8x) and some Mac Pro (Early 2008) computers require special handling whenever you remove or replace the heat sinks or processors.

Next: Exercise Answer Key

Course Exercise Answer Key

Review your answers against those shown here. Correct answers are in bold.

1. You are about to work on a Mac Pro (8x) for the first time. No one else at your site has worked on this computer. Which ONE of the following resources will be your BEST means of understanding any safety issues or procedures? a. Discussion Boards b. Service manual c. Service News 2. What makes up most of the weight of a CRT? a. Electron Generator b. Anode c. CRT Grids d. Glass Vacuum Tube 3. Name the three major risks of working on CRTs a. Implosion - flying glass b. Hazardous materials if CRT is cracked or broken c. Lethal shock hazard

4. Is it recommended to carry CRTs by the neck? No, it is not. The neck has the thinnest glass and is the most fragile area of the CRT. 5. Name one toxic material found inside of CRTs. Mercury 6. You are troubleshooting an eMac for a no video issue. You want to open up the computer to check internal cabling. What is the FIRST recommended step you take before doing this? Make sure someone is in the room with you. Do not work alone when servicing CRTs. 7. What are the eight CRT safety rules? 1. Don't work alone. 2. Turn off the power and disconnect the AC power cord before you remove the CRT cover. 3. Remove any metal jewelry. 4. Remove the grounding wrist or heel strap until the CRT has been discharged. 5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged. 6. Wear safety goggles. 7. Discharge the CRT immediately after the case has been removed and before touching anything inside the computer or display. 8. After you have discharged the CRT and turned off the CRT power, reconnect and wear a grounding wrist or heel strap. 8. What does this symbol represent?

It identifies a shock hazard in Apple service manuals. 9. Another technician is working on an iMac (24-inch) and has plugged in the opened unit to check LEDs. Should he be wearing an ESD wrist strap?

No. There is a serious shock hazard. 10. List five of the special tools needed to open the case on an iMac (20-inch Early 2008). 0. Lint-free gloves 1. Rubber suction cups 2. Sticky silicone roller 3. Microfoam storage bags 4. iKlear cleaning solution 11. You are surfing the Web on a Power Mac G5 (Early 2005) 2.7 GHz computer and notice that there appears to be liquid leaking out from the bottom of the case. What is the FIRST thing you should do? . a. b. c. Restart the computer Unplug the computer Shut down the computer Start up the computer in verbose mode

12. You get some of the liquid in your eye. How long should you flush out your eye with water? . a. b. c. One minute Five minutes Ten minutes Fifteen minutes

13. You diagnose that a high-end Mac Pro (Early 2008) requires a new heat sink. Is it okay to leave the computer torn down while you order a new heat sink? No, it is not. You need to reassemble the computer while waiting for the part to arrive. 14. What do you do with the disposable materials that came with the replacement heat sink? You package them up in sealable plastic bags and dispose of them in accordance with local and federal regulations.

Troubleshooting Techniques
Getting Started Welcome to the Troubleshooting Techniques Service Source Training. You will learn the following:
! ! ! !

What is troubleshooting vs. template matching How to evaluate, isolate and resolve an issue Work through sample scenarios The importance of documentation

Audience

Technicians who service Macs.

Prerequisites

None

Time Required

Approximately 30 minutes

Resources

None

Key Terms
Troubleshooting To isolate the source of a problem and fix it. Template-Matching Troubleshooting method that draws a conclusion based solely on past experience. Evaluate Systematic determination of merit, worth, and significance of something or someone using criteria against a set of standards. Isolate To select from among others; especially: to separate from another so as to obtain pure or free state. Resolve To reduce by analysis. Open-ended questions Questions that will solicit additional information from the inquirer. Closed ended questions Questions which can be answered by either yes or no. Device An electronic mechanism designed to serve a special purpose or perform a special function. Service Provider An organization that provides some kind of communications service, storage service or processing service or any combination of the three. ACMT Apple Certified Macintosh Technician

Evaluate To help define an issue you must evaluate the situation. Here is a good practice to follow:
!

! ! ! !

Exhibit good questioning skills (ask open ended questions then follow-up with a few closed). Attempt to reproduce the issue. Test the scenario with a known-good device. Run the correct diagnostics. Perform a physcical assessment (use your senses to see, listen, smell & feel the device).

It is always important to document your findings as you work with the device. Your coworker could be picking the task up in your absence.

Isolate Let's isolate problems into separate problem spaces to understand where the issue exists. Things to keep in mind:
! ! ! ! !

Is the problem with the device or not? Is the issue reproduceable? Does the customer's behavior cause the problem? Is the issue with the environment surrounding the device? Is it a software or hardware issue?

Document your findings as you work by keeping clear thorough notes. Set current status if you need to step away. Exercise: Systematic troubleshooting can be enhanced by the use of the diagram below. Once you've evaluated the problem by asking open and close-ended questions you can then ISOLATE the issue. Example: 1. All issues exist within this circle. Let's split it into two discrete problem spaces.

2. Decide if the problem is with the DEVICE or NOT the DEVICE? Simply, the issue is either with the customer's portable, iPod, iPad, Wi-Fi device, or other Apple hardware - or it is not.

3. Ask the customer to reproduce the issue, and observe the interaction. Is it an environmental issue? For example, does the customer experience issues receiving Wi-Fi signals or cellular signals? Is the workspace too hot for the system to operate? Has the power gone out recently? If you see the customer struggling with a simple task, offer an EDUCATIONAL moment. These are NOT DEVICE issues and ends the troubleshooting.

4. If the issue still persists, consider the HARDWARE or SOFTWARE. Run MRI and try connecting to a known-good startup volume to determine if the issue is hardware or software. Inspect for physical damage, observe the device with your senses then run diagnostics. It is also a good idea to UPDATE SOFTWARE AND FIRMWARE at this point.

5. Create a new user account and isolate a USER DATA issue vs. the OPERATING SYSTEM. If the software issue also appears in the second user, the problem lies then within the OS SOFTWARE.

6. To isolate a hardware issue you can inspect the information derived from diagnostis (MRI). You can also visually observe problems with components. Perhaps the customer has the wrong power supply for their portable? Maybe there has been water/smoke/debris damage? These issues all lay within the HARDWARE section and can be further isolated by performing a take-apart and by creating a minimal working machine.

These issues all lay within the HARDWARE section and can be isolate to individual components. Isolate third-party equipment from the Apple hardware and then use component isolation techniques for that particular device.

Resolve Now that we've defined the issue let's resolve it and fix the relationship with the customer. Next we'll:
! ! ! ! ! !

Use resolutions from the Quick Technician Guide. Perform a repair Verify fix with customer Return the device to the customer Complete final documentation Repair relationships - give a fond farewell

Check sections in the Apple

Scenario One Customer states that they are having trouble connecting

to the Wi-Fi network in their home from their new MacBook Air (11-inch, Mid 2011). They describe it as inconsistent: Questions (Evaluate): Where is your airport base station in the house? ! How far from the base station is your portable? ! Are there any thick obstructions between your portable and AirPort BaseStation? ! What type of base station are you using? (Express, Extreme, Time Capusule) ! How many devices do you have connected at the same time? ! Do you have your network password protected? ! What time of day do you see this drop in speed or connectivity? ! Have you updated your software lately? ! Have you tried connecting to a different Wi-Fi router? ! Have you tried turning the device on and off? Observations (Isolate):
!

Customer's Wi-Fi works fine in store/service shop. ! Customer experiences faster speeds on video on store/service connection. Conclusion (Resolve):
! ! ! ! !

Instruct customer to restart base station. Instruct customer to disconnect from other Wi-Fi networks in the neighborhood. Instruct customer to set a password. Run software and firmware updates.

Always check for software and firmware updates before returning back to customer.

Scenario Two Customer states that Keynote is not running properly and they don't have permission to open files. Questions (Evaluate):
! ! ! ! ! !

What seems to be the problem with your software? Can you reproduce the issue? Have you tried relaunching the software? Does this happen to other programs? How many programs do you have running at the same time? Where did you get your software from?

Observations (Isolate): User is running Mac OS X 10.6 Snow Leopard. ! User has several software programs running on system. ! Open other software on the device and see if the same issues appear. ! Check the permissions of the affected file by looking at the Get Info window for the file. ! Look for any system of software files within the trash. ! Create another user account. Attempt to reproduce the issue while logged in with the new user account. Verify that the issues is user-specific or system-wide. Conclusions (Resolve):
! ! ! !

Run disk utility and repair permissions. Unistall and reinstall software. Run software updates.

Always check for software and firmware updates before returning back to customer.

Scenario Three Customer states their Macbook Pro (15-inch, Late2011) is not fully charging. The battery charge inticator in the tool bar never reaches 100%: Questions (Evaluate): Which power supply are you using? ! How often do you attempt to fully charge your portable? ! Has your portable charged completely before? ! How many hours of charge do you get? ! Have you tried other outlets in your home? ! Have you experienced a recent power outage? Observations (Isolate):
!

Check the adapter in a known good outlet. ! Make sure the proper wattage adapter for portable is being used. ! Check cable for strain relief concerns. Is cable broken? ! Check for software updates. Conclusion (Resolve):
!

! ! !

Customer is using the wrong power adapter wattage for their system. Explain to customer to use adapter provided with portable. Tell them the lower wattage they've been using (though handy and light), does not completely charge they system. They need the 85w adapter.

Always check for software and firmware updates before returning back to customer.

Copyright 2013 Apple Inc. All rights reserved.

Terms of Use Privacy Policy

Underlying Technologies
Getting Started
Welcome to the Underlying Technologies course. This course will review the primary technologies used in Apple products.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms

Time Required

3 hours

Course Objectives

Describe the following technologies:

o o o o o

ALS (Ambient Light Sensor) ATA/SATA Bluetooth ColorSync Compression

o o o o o

Optical audio Optical drives PMU QuickTime Rosetta

o o o o o o o o o

CUPS DVI EFI Ethernet ExpressCard/34 FireWire Infrared MIDI Modem

o o o o o o o o

Serial Attached SCSI (SAS) SMC SMU Sound in/out (analog, digital, optical) Sudden Motion Sensor USB/USB 2.0 Video in/out Universal Binaries

Match customer issues to related technologies. Return to top

Next: Technologies Overview

Technologies Overview
This course gives you basic information on the technologies used by Apple products. Understanding how these technologies work and where they are used are necessary components in becoming a skilled service technician. Wired This section includes the protocols and hardware used in hard-wired connectivity. USB, FireWire, Ethernet, etc., are used to connect a Mac to a peripheral or network. AGP, PCI, and ATA, are used inside the Mac for data transfer between different parts of the system. Wireless This section includes AirPort, Bluetooth, and infrared. Power Management This section covers basic power management on Mac computers. This includes review of power issue symptoms and how they can be corrected via reset procedures.

Other This section includes various technologies such as EFI and Open Firmware and introduces you to Apple diagnostics external to the Mac OS. Rosetta and Universal Binaries describe aspects of Apple's move to Intel processors. Back to top

Next: Course Exercise

Exercise
Print this page and answer the following questions.

1. You are replacing a customers drive. Which of the following requires a parallel ATA replacement? PowerMac G5 MacPro PowerMac G4 2. What might be the consequences of trying to use Full Duplex communication in a shared Ethernet Segment? 3. Fill in the blanks: Most Apple products provide either FireWire 400. or both FireWire 400 ( ____ Megabits per second, 4 and __ pin connectors) and FireWire 800 (800 Megabits per second, __ pin connector). FireWire 800 is____________compatible and allows the connection of a FireWire 400_____________. 4. Target Disk mode has two primary uses:

5. Optical digital audio in and out ports are known as: Torline ports Toslink ports Trolink ports 6. Some peripherals work with the slower USB data-transfer rate of 12 Mbit/s. These include: ______________ and _______________. 7. Which is true? a) USB devices use two types of plugs, Type A and Type B. The Type A plug is dome-shaped and connects to the host computer or a downstream hub. The Type B plug, which is flat, connects upstream to the USB device. b) USB devices use two types of plugs, Type A and Type B. The Type A plug is flat and connects to the host computer or an upstream hub. The Type B plug, which is somewhat house-shaped, connects downstream to the USB device. 8. The _________________ allows you to set up multiple monitors in two ways, ____________and______________. 9. ______________offers low power consumption but has a reduced range when compared to AirPort/AirPort Extreme.

10. Name a Mac on which you can reset the PMU without opening the computer and one that requires opening the computer. 11. ALS_____________________governs the illumination of the backlit keyboard and the brightness of the screen. 12. Which type of compression removes some non-redundant content from the original, which results in reduced quality of the compressed file? Lossy Lossless 13. Apple-developed CUPS (___________________) is a cross-platform, portable

printing software layer for UNIX-based operating systems. 14. Open Firmware Access - You can start up into Open Firmware by holding down: Command-Option-F-4 Command-Option-O-F Command-Option <esc> 15. The counterpart to Open Firmware for Intel-based Mac computers is: MFI EFI EFO 16. With the introduction of the Mac mini model with an optional DVD+/-RW/CDRW SuperDrive, Apple now supports ___________________discs of both + and - types. 17. The Sudden Motion Sensor does not prevent _________________ failures. 18. Which runs natively on either PowerPC or Intel-based Mac computers? Universal Binary Binary Translation Binary Application 19. Match the Customer Issue to the related Technology:
a) Trouble connecting scanner to Mac b) Cannot boot up c) Screen too dim to read on airplane d) Remote cant turn on Apple TV e) Older application wont run on MacBook 1. Ambient Light Sensor 2. Infrared 3. Rosetta 4. USB/Firewire 5. Open Firmware

20.

Next: ATA/SATA

ATA/SATA

Parallel ATA Introduction of Serial ATA (SATA) Parallel and Serial ATA Compared Cable Compared Serial ATA Power and Data Cables Troubleshooting and Repair Significance

Parallel ATA The Advanced Technology Attachment (ATA) interface called Integrated Drive Electronics (IDE) by some companies, has existed in substantially the same form since 1989, and has become the highest-volume disk drive interface in production. Over the years, many hard drive companies have continuously improved parallel ATA and extended its data transfer rate from 3.3 megabytes per second (MB/s) to 133 MB/s.

Introduction of Serial ATA (SATA) Apple introduced a hard disk interface called Serial ATA with the release of the original Power Mac G5. This interface offered a number of advantages over parallel ATA including:

Data transfer speeds of up to 1.5 Gb/s (150 MB/s) A new data and power cable Lower power consumption

Note: Previous hard disk interfaces such as ATA/66, ATA/100, and ATA/133 are all considered parallel ATA interfaces. This is because these interfaces use many individual wires to carry data in parallel between the disk and the host computer. Serial ATA uses less wires to carry this data in serial form to improve throughput and speed. Serial ATA is also called:

S-ATA

SATA

Parallel and Serial ATA Compared The table below shows some of the differences between parallel and serial ATA interfaces:
Parallel ATA Maximum Speed 1.33 Gb/s (133 MB/s) Maximum Cable Length 0.45 meters Hot Pluggable No Maximum Drives per Cable Two Signaling Voltages 5V Pins per Channel 40 Serial ATA 1.5 Gb/s (150 MB/s) 1.0 meter Yes* One 0.25 V 7

* The Serial ATA specification includes support for hot pluggable hard disks, however the Power Mac G5 did not support this feature. This is listed here for specification comparison only.

Cables Compared The cable types for Parallel ATA and Serial ATA are very different. The image below shows a comparison between parallel (left) and serial (right) ATA data cables:

Serial ATA Power and Data Cables There are two types of Serial ATA cables. The data cable and the power cable:

Serial ATA Power Cable and Serial ATA Data Cable

Troubleshooting and Repair Significance

Being able to identify ATA and SATA drives will eliminate confusion when replacing hard drives. Knowing that two ATA drives can be attached to one cable enables you to correctly replace hard drives in computers supporting Parallel ATA. Knowing the differences in performance can enable you to correctly set customer expectations on drive performance. You now know how to identify data and power cables for Serial ATA drives.

You now know how to distinguish ATA and SATA data cables. Back to top

Next: Ethernet

Ethernet

Overview RJ-45 Connector Cat 5 Cat 5e and Cat 6 Half-Duplex and Full-Duplex Additional References Troubleshooting and Repair Significance

Overview Ethernet is a family of computer network technologies for LANs (Local Area Networks.) Most recent Apple computers come with built-in 10/100/1000 megabit per second (Mbps) twisted-pair Ethernet networking capability, which you can use to connect to a wired network. 10Base-T, 100Base-T, and 1000Base-T networks use twisted pairs of cable wrapped around each other to form one single cable.

RJ-45 Connector

The ends of a 10Base-T or 100Base-T cable have an RJ-45 style connector. The RJ-45 connector is similar to a phone cable, except larger and wider. RJ-45 plugs have room for up to 8 wires where phone cords (which use RJ-11 connectors) only have space for 4 wires. RJ-45 is the standard for 10Base-T or 100Base-T networking.

Front and Side of RJ-45

Cat 5 Connect to a 100Base-T network only with category 5 (also called cat 5) wire designed to carry the more sensitive 100Base-T signals. NOTE: If older wire is used data transmission problems may occur.

Cat 5e and Cat 6 You should connect to 1000Base-T (Gigabit Ethernet) network using only category 5e (also called cat 5e) or cat 6 cabling.

Half-Duplex and Full-Duplex The Apple Ethernet Drivers included with the Mac OS support both half- and fullduplex Ethernet transmissions.
Half-Duplex

In half-duplex Ethernet data transmission, only one node (computer, printer, etc.) is transmitting data on an Ethernet segment at a time.
Full-Duplex

In full-duplex communication, a single node can simultaneously transmit and receive

data to and from another single node. This significantly increases data throughput. Full duplex requires the following configuration: 1. Each node must be its own Ethernet segment or collision domain and not connected to a shared segment. 2. Each node must support full-duplex communication and be configured to do so. All recent Mac computers support full-duplex communication.
Ethernet Topologies

Most modern Ethernet environments use switched Ethernet hubs for primary connectivity. In this environment, the network is more dependent on the abilities of these Ethernet switched hubs to properly buffer data to and from each node in order to maintain twoway data transmissions. This is in direct contrast to the data throttling capabilities of half-duplex.
Avoiding Wrong Configurations

It's important to realize that, if full-duplex communication was attempted in an environment that does not support it (i.e. a shared Ethernet segment), or if some nodes in a network environment were configured for full-duplex while others were configured for half-duplex, massive data collisions and errors would occur causing significant slowdown in overall throughput. You can check for such errors using the Network Utility in Mac OS X. A good understanding of your Ethernet topology and environment as well as the capabilities of each node is necessary before attempting to configure and use full-duplex communication.

Additional References Read the Apple support document TA26002 titled 'Gigabit Ethernet: A Brief Description'.

When connecting two computer products via Ethernet, it may be necessary to use an Ethernet crossover cable. Older Apple products require this while later Apple products do not. Review the Apple support document HT2274 titled 'Apple products that require an Ethernet crossover cable' for more information on this topic. Also, read the Apple support article HT1433 titled 'Creating a small Ethernet network', to get a sense of the physical cabling options.

Troubleshooting and Repair Significance

Ethernet cables themselves can be the source of connectivity issues. A low quality cable will impact data transfer rates. You can identify computer models that require Ethernet cross-over cables. You can identify three versions of Ethernet. Back to top

Next: ExpressCard/34

ExpressCard/34

About ExpressCard/34 ExpressCard/34 Specifications Insertion and Removal

About ExpressCard/34

The MacBook Pro introduced support for ExpressCard/34 modules. ExpressCard/34 is a standard of mobile expansion card architecture created by the Personal Computer Memory Card International Association (PCMCIA). The ExpressCard/34 slot on the MacBook Pro is directly connected to the computer through the PCI Express bus, so the computer doesn't need to use a PCI bridge chip to communicate between the system controller and the portable's expansion slot. Some other advantages of the ExpressCard/34 over PC Cards (including CardBus cards) include:

More rugged than PC cards. Roughly half the size of PC cards. Uses a PCI Express bus connection to the computer providing higher bandwidth than PC cards. Uses less power than PC cards.

Currently there are a number of ExpressCard/34 modules starting to become available in the market. These include:

Flash Card Adapters TV Tuner modules Broadband wireless cards (EDGE, EV/DO, etc.) Flash memory modules GPS receivers

Always check to make sure the manufacturer of a given ExpressCard/34 supports Mac OS X.

ExpressCard/34 Specification There are two sizes of ExpressCard/34 modules; ExpressCard/34 and ExpressCard/54. Here is an example of an ExpressCard/34 module:

IMPORTANT: The MacBook Pro has a single 34mm ExpressCard slot. It can only accept ExpressCard/34 modules. ExpressCard/54 modules may fit partially into the slot but will not reach far enough to make a connection. ExpressCard interface specifications are:
ExpressCard/34 Module ExpressCard/54 Module

Card dimensions

Card thickness

5mm 26-pin "beam on blade" connector

Connector style

Bus type Bus bandwidth Avg. power consumption

PCI Express (1-lane) 2.5 Gb/sec 3.3 V - 1000 mA 3.3 V aux - 250 mA 1.5 V - 500 mA

Insertion & Removal It is important to always properly insert and remove an ExpressCard module, to ensure proper module connectivity and to avoid damage to the module and the slot's internal connector or latching mechanism. The slot has a spring-loaded latching mechanism that is reminiscent of a cupboard door latch: Push in and latch to insert, push in again and spring outward to remove. To Insert an ExpressCard module:

Gently slide the module, face up, into the slot directly over the ExpressCard slot door. The door should swing down, allowing the module to be inserted. Continue to gently push the module into the slot almost all the way in, until you encounter some resistance. Gently push just a bit more firmly and the module will slide just a bit further into the slot, with a spring-loaded feel to the resistance. Once you reach the point of maximum insertion, you will not be able to push the module in any further and you should hear a slight click. At this point, gently release the module and it should slide just a bit outward and then click into place. The module is now properly inserted and latched. Depending on the functionality of the module, and preference settings, an icon of the inserted module may appear on the Mac OS X desktop.

To remove an ExpressCard module:

Be sure to first dismount the module's icon from the Mac OS X desktop, by dragging its icon to the trash. Gently but firmly push inwards on the module and the module will slide just a bit further into the slot, with a spring-loaded feel to the resistance. Once you reach the point of maximum insertion, you will not be able to push the module in any further and you should hear a slight click. Gently release the card and it should slide just a bit outward and then click again. Continue to pull the module gently outward to remove it form the slot. Do not simply pull the module out of the slot without unlatching it in this way first, as doing so may damage the module and/or the internal ExpressCard connector or latching mechanism. Back to top

Next: FireWire

FireWire

FireWire Overview FireWire 400 and FireWire 800 FireWire Connectors FireWire 400 Cabling FireWire 800 Cabling Daisy Chaining Target Disk Mode Target Disk Mode for Optical Drive Access Further Reading Troubleshooting and Repair Significance

FireWire Overview "FireWire" (and the "FireWire" logo) is a licensed and copyrighted term used by Apple. IEEE 1394 and FireWire refer to the same technology. Apple was the principle creator of IEEE 1394 specification. The technology is now used by many other computer platforms including Intel and Microsoft. FireWire technology enables high-speed communications and fast data transfer. FireWire devices use peer-to-peer technology i.e., they communicate with each other without permission from a host computer.

FireWire also supplies more power than USB, requires no ID switches or termination, and is hot-pluggable.

FireWire 400 and FireWire 800 Most Apple products provide either FireWire 400 or FireWire 800 connectivity. Here is a comparison of these standards:
FireWire 400 IEEE 1394a Standard Up to 400 Megabits per second supports 4-pin and six-pin connectors FireWire 800 IEEE 1394b Standard Up to 800 Megabits per second requires 9-pin connector

FireWire Connectors Firewire 400 supports two different connectors:

four-pin (data-only)

six-pin (data and power)

FireWire 800 requires a nine-pin connector

nine-pin data and power

FireWire 800 is backwards compatible and allows the connection of a FireWire 400 peripheral.

FireWire 400 Cabling

six-pin-to-six-pin (allows data and power connection from FW400 port to FW400 peripheral)

six-pin-to-four-pin (allows data-only connection from FW400 port to FW400 peripheral)

FireWire 800 Cabling

nine-pin-to-four-pin (allows data connection only from FW 800 port to FW 400 peripheral)

nine-pin-to-six pin (allows data and power connection of a FW 800 port to a FW 400 peripheral)

nine pin to nine pin (allows FW 800 connection)

Daisy Chaining FireWire devices can be daisy chained together. Most FireWire devices come with two ports. You can run one port to your Mac and the other can go to another device. However, there are some rules to keep in mind.

Devices should be arranged in the chain from fastest to slowest. Cables should not be longer than 15 feet. While you can have 63 devices on one port or bus, the longest path can be only 16 devices. A hub can be used to avoid this situation. When you connect a FireWire device, it makes itself known with an ID number and lets the bus know whether it will communicate at 100, 200, 400, or 800 megabits.

Target Disk Mode

When a Mac is in Target Disk mode and connected to another Mac by a FireWire cable, the original computer operates like a FireWire mass storage device. Target Disk mode has two primary uses:

high-speed data transfer between computers diagnosis and repair of a corrupted internal hard drive

The original computer can operate in Target Disk Mode as long as the other computer has FireWire 2.3 or newer. To put the computer into Target Disk mode, the user holds down the T key while the computer is starting up. When Open Firmware detects the T key during the boot process, it transfers control to special Open Firmware code. To take the computer out of Target Disk mode, the user presses the power button. NOTE: OS X 10.3.9 or earlier cannot mount volumes from an Intel-based Mac in Target Disk Mode. Also, Target Disk Mode is not used with the MacBook Air.

Target Disk Mode for Optical Drive Access Target Disk Mode can be used during troubleshooting, for accessing and booting to optical discs in optical drives, as well as accessing and booting to internal hard drives. You can use this approach in situations where you don't have access to a computer's internal optical drive and wish to run diagnostics on that computer.

Further Reading

Review the Apple support article HT1661 titled 'How to use and troubleshoot FireWire target disk mode".

Troubleshooting and Repair Significance

Starting up a Mac in Target Disk Mode is a powerful troubleshooting technique. Being able to identify different FireWire cable setups avoids mismatches that waste time. Target disk mode can also be used to access optical drive based diagnostics for Mac computers that do not have a functioning optical drive. Back to top

Next: Optical Audio

Optical Audio

Overview Further Reading Troubleshooting and Repair Significance

Overview Starting with the Power Mac G5 and iMac G5, some Mac computers came equipped

with optical digital audio in and out ports. (also known as 'Toslink' ports). These use the Sony/Philips Digital Interface (S/PDIF) protocol over optical cables for connecting to devices such as decks, receivers and 5.1 surround-sound speaker systems.

Toslink Connector

Optical minijack connector

Since optical digital audio transmits data as impulses of light rather than electrical signals, it enables true noise-free sound, eliminating ground loops.

Further Reading

TA26828 Macintosh: How to Connect Audio Devices to Your Computer TA27095 Power Mac G5: Optical Audio Port Specifications TA47850 Playing DTS audio files with iTunes.

Troubleshooting and Repair Significance

Optical audio ports can be a factor in troubleshooting certain audio issues. Back to top

Next: SD Card Slot

Serial Attached SCSI

Overview Troubleshooting and Repair Significance

Overview With the introduction of the Xserve (Late 2006) and continuing with later Xserve models, Apple provides a drive bay that was compatible with Serial Attached SCSI (SAS) drives. The Mac Pro (Early 2008) also supports SAS drives installed into its four internal drive bays, but only if the Apple Mac Pro RAID card is also installed to support these drives. For more information please refer to the following Apple support article HT1346: "Mac Pro RAID Card and Xserve RAID Card: Frequently Asked Questions (FAQ)" SAS is the next generation of SCSI drives providing the serial communication protocol used for direct attached storage. SAS utilizes a 3 Gbps link and the same physical connection layer as SATA. For more information on SAS, see the Serial Attached SCSI website (http://www.scsita.org/)

Troubleshooting and Repair Significance

Knowing that two different drive types can be used in Xserve (Late 2006), Xserve (Early 2008), and Mac Pro (Early 2008) computers can avoid confusion when determining drive compatibility. Back to top

Next: Sound In/Out

SD Card Slot

SD Card Slot Overview Using the SD Card Slot

SD Card Slot Overview

Beginning with portables released in mid-2009, some Apple portable models include an SD card slot, in place of the ExpressCard slot in previous portable models. This slot works just like an SD card reader attached to the external USB bus on any other Mac OS X-based computer. Drivers for this interface are included in Mac OS X. Boot Camp also supports this interface. SD cards are used for media storage in most digital cameras and camcorders. The SD card slot allows for quick and easy transfer of media and data with no external card reader or cable required. For more information about the SD card slot and how to use it, please refer to the following Apple support article HT3553: "About the SD card slot in MacBook Pro (15-inch, 2.53GHz, Mid 2009), MacBook Pro (15-inch, Mid 2009), and MacBook Pro (13-inch, Mid 2009)"

Typical SD Card

SD Card inserted in SD card slot

The SD card slot is designed to work with industry standard SD cards. You can also use miniSD and microSD cards with the proper adapter(s). Larger cards such as CompactFlash or Sony Memory Stick are not supported. XD-Picture cards are also not supported. Use a third-party card reader attached to the USB or FireWire port on the computer to read these card types.

Examples of Card Types Not Supported in the SD Card Slot

Using the SD Card Slot

To insert the card:

1. Align the "cut corner" short side of the card towards the slot. The metal contacts on the card should face down. 2. Push the card into the slot until it stops.
Card insertion tips:

When inserted, the SD card will stick out a bit from the port. It will not be flush with the computer casing. Do not force the card into the slot. If the card does not fit, try reorienting the card so the cut corner faces the other side of the slot. If the card still does not fit, try another card.

To eject the card:

1. Perform one of the following steps as you would to eject a USB drive:

Drag the card icon to the eject icon in the Dock. Press the eject icon next to the card icon in the Finder sidebar. Select the volume icon and choose File > Eject in the Finder.

2. After the card unmounts, pull the card out of the computer.
Card removal tips:

There is no eject button or mechanical eject mechanism for the SD card slot. Simply pull the card out of the slot by grasping the edge of the card that protrudes from the computer. Format the card just like any other removable volume, using Disk Utility. Keep in mind that if you want to use the SD card in a camera, you may need to reformat the card directly from the camera before recording footage. Consult the documentation that came with the camera for more information.

SD Card Slot Troubleshooting

Here are some troubleshooting tips you should try if you are experiencing issues with the SD card slot:

If there are images on the SD card, Image Capture or iPhoto may open. This is expected behavior, especially if the card was used in a digital camera. You can start up the computer from the SD card if the card is large enough and formatted correctly. The SD card and built-in reader should appear in System Profiler on the built-in USB bus, as shown here:

If the card does not appear in System Profiler, try reformatting the card using Disk Utility, or try another SD card without using an XD or mini SD adapter. If the card reader does not appear in System Profiler on the USB bus, try resetting PRAM or SMC, or try starting up from another volume such as the Mac OS X Installer DVD to check System Profiler from a known-good operating system. Return to top

Next: Serial Attached SCSI

Sound In/Out

Overview Further Reading Troubleshooting and Repair Significance

Overview You can connect a microphone, VCR, tape deck, or audio CD player to a Mac and send the sound signal from the device into the computer, where the audio can be recorded and manipulated digitally. All Mac computers have built-in speakers. You can also attach amplified speakers or headphones. Most current and in-warranty Mac desktops and portables have sound input and output jacks. The sound input and output ports use stereo mini plug connectors.

The computer's audio input and output capabilities feature 16-bit stereo sound with 44.1 kilohertz (kHz) and 22 kHz sampling rates. Most of the recent Mac computers with built-in displays come with a tiny built-in microphone that resembles a small hole in the display bezel. To use a sound input device other than the built-in microphone, select the input source

in the Sound pane of System Preferences.

Further Reading

TA26828 How to Connect Audio Devices to Your Computer

Troubleshooting and Repair Significance

Being able to identify all the configuration options available for both sound input and output, as well as knowing if the Mac in question has a built-in mic or not, will assist you in solving simple audio issues. Back to top

Next: USB/USB 2.0

USB/USB 2.0

Overview USB 2.0 USB Names USB Connectors USB Components Rules for a USB Chain Connecting Multiple USB Devices Troubleshooting USB Issues Troubleshooting and Repair Significance

Overview USB, built in to all Mac computers - often with two USB ports, allows you to connect a variety of devices, such as printers, scanners, external etc. Mac OS X includes several USB kernel extensions, providing access to USB keyboards and other devices very early in the startup process.

USB 2.0 USB 2.0 devices can transfer data at a rate of 480 Mbit/s. Some types of peripherals may be available with either the fast data-transfer rate of 480 Mbit/s or the slower data-transfer rate of 12 Mbit/s. These include:

Digital cameras CD-ROM burners DVD drives Flash card readers

Scanners

Other peripherals operate at slower rates because these peripherals do not need fast data transfer rates. They operate at the two lower rates of either 1.5 or 12 Mbit/s. These include:

Joysticks Keyboards Mice

USB Names Here are the different USB transfer rates:

Low-speed devices (1.5 Mbit/s) Full-speed devices (12 Mbit/s) High-speed devices (480 Mbit/s)

The correct label for high-speed USB products is "Hi-Speed USB." Certified products that support high-speed data rates will use a blue and red logo.

The correct label for low or full-speed USB products is simply "USB." Certified products that support low- or full-speed data transfers will have this logo:

In the older USB 1.0 and 1.1 specs, 12 Mbit/s devices were referred to as "high speed devices." With the USB 2.0 spec, these are now called "full speed devices."

USB Connectors

USB devices use two types of plugs, Type A and Type B. The Type A plug is flat and connects to the host computer or an upstream hub. The Type B plug, which is somewhat house-shaped, connects downstream to the USB device.

Type A USB Plug

Type B USB Plug

The USB root hub in the computer is set to support remote wake-up whenever a device is attached to or disconnected from the bus.

USB Components USB requires several components:

Operating system support. Mac OS has supported USB since Mac OS version 8.1. A host to control the USB system and manage connected USB devices. A USB chain can have only one host (typically, a controller chipset in the computer), which is why USB can't connect computershoststo each other,

even though its data transfer speeds can be comparable to Ethernet. The USB host typically provides two or four Type A ports connected to an internal hub.

A hub, for connecting USB devices. Only hubs have Type A ports, so if you see a peripheral such as a keyboard or display with Type A ports for additional devices, it must have its own internal hub.

Rules for a USB Chain When you connect USB devices in a chain:

There can be a maximum of 127 devices attached to one USB bus. There can be a maximum of six tiers, including the root hub inside the computer. This can be tricky to track sometimes, since hubs can be hidden inside the computer or on displays, keyboards, and so on. Bus-powered hubs can't connect to other bus-powered hubs, because the bus doesn't provide enough power. A keyboard with an internal hub is a good example of a bus-powered hub. Instead, to extend the chain of USB devices, you have to alternate self-powered and bus-powered hubs, or use all selfpowered hubs. USB cables can be up to 16 feet long and typically come in approximately 3-, 6-, 10-, and 16-foot lengths.

Connecting Multiple USB Devices To connect more than one USB device to a computer with a single USB port, use a USB hub. You connect USB devices to the hub, and then connect the hub to the computer. You don't need to install any software to use a USB hub. Although USB supports hot-plugging, do not detach a USB device such as a hard disk drive or scanner while it is operating. For a deeper understanding of USB, read the four frequently asked questions documents and review the Apple Developers' USB site:

TA24945 USB: FAQ (1 of 4) TA24948 USB: FAQ (2 of 4) TA24951 USB: FAQ (3 of 4) TA24953 USB: FAQ (4 of 4) http://developer.apple.com/hardwaredrivers/usb/

Troubleshooting USB Issues The following are some of the common issues that you may encounter when dealing with USB devices:

Not Enough Power to Function The Mac OS will generate a "Not Enough Power to Function" message if: o A device tries to draw too much power from the USB bus. o One or more devices plugged into a hub requires more power than is available. o You have attached a self-powered device (like a printer or floppy drive) and forgot to plug it into an electrical outlet. Solution If you're using a self-powered device, make sure it is plugged into a working electrical outlet. If not, try connecting the device directly to your computer or to a port on a powered hub. If you're connecting the USB device to a powered hub, make sure the hub is plugged into a working electrical outlet. Not Enough Power For All Functions The Mac OS will generate a "Not Enough Power for All Functions" message if there is enough power to supply some but not all of the functions the device is designed to provide. Solution As above, you'll need to see if the USB device has its own power cord and, if it does, you'll need to plug it into a working electrical outlet. Also, try plugging the cable for the USB device directly into to your computer or to an available port on a powered hub. If you're connecting the USB device to a powered hub,

make sure the hub is plugged into a working electrical outlet.

Troubleshooting and Repair Significance

Knowing the different USB standards, connectors and how they operate together will enable you to correctly set up USB chains. Back to top

Next: Video In/Out

Video In/Out

Attaching an External Display External Display Extended Desktop and Video Mirroring Digital Video vs. Analog Video Capture Further Reading Troubleshooting and Repair Significance

Attaching an External Display Apple computers have used several ways to deliver the video signal to an external display such as a television, VCR, projector, or external display. The following are ports used by Mac computers:

VGA/SVGA You can send the RGB signal through the VGA/SVGA port to Apple and third-party RGB displays, as well as to televisions and projectors that support RGB video input. S-video You can send the signal through the S-video port to VCRs, televisions, and projectors with S-video ports.

Mini-DVI Later Mac computers offered a Mini-DVI port that could connect to either a Mini-DVI to DVI adapter or a Mini-DVI to VGA adapter.

1. Mini-DVI to DVI Adapter 2. Mini-DVI to VGA Adapter

Mini DisplayPort Some Late 2008 Mac portable computers introduced an Apple-proprietary port called Mini DisplayPort. This port also requires adapters to connect to VGA or DVI displays.

Mini Display Port The Apple LED Cinema Display (24-inch) uses a Mini DisplayPort as its video connection interface. Video-In

Many current Apple computers have video-in via FireWire.

External Display Many portable models have a video-out port, so you can connect a monitor directly with a VGA-style adapter (shown above) or other external video device, such as a video projector. Detailed information on adapter options can be found by checking the specifications at the Apple Specifications website: http://support.apple.com/specs/

Extended Desktop and Video Mirroring The Display System Preference allows you to set up multiple monitors in two ways, extended desktop and video mirroring.
Extended Desktop

Extended desktop uses both displays to create a larger single Desktop. It is enabled by choosing the Arrangement tab in the Displays System Preference as shown here:

Video Mirroring

Video mirroring means that both displays are showing the exact same image. It is also enabled within the Arrangement tab of the Display System Preference. There you have the option to select Mirror Displays.

Digital Video vs. Analog Video Capture FireWire's most popular use to date is the capture and editing of digital video. Digital video capture is also called DV capture. Although there are some differences between the methods and equipment needed to capture Digital video, essentially the process and user experience are similar to capturing and editing Analog video. First lets define what Analog and Digital video capture means. Analog video capture - This uses analog video signals. Analog connections include Composite and S-video type cables/ports. Digital video capture - Data is transferred in a completely digital format using a high -speed data bus like FireWire. Digital Video provides a much higher quality of video as well as better speed for capturing the video Important - Remember that a Digital Video cameras will specifically have an IEEE 1394 port on the camera. You cannot use a "standard" video camera which only has composite or S-video out with a FireWire port.

Further Reading

HT3146 Mac OS X: How to use multiple displays TS2083 Mac OS X: Multiple displays setup doesn't work HT1573 Troubleshooting: My computer displays no video

Troubleshooting and Repair Significance

No-video issues occur with some frequency. Understanding basic video connections and settings will save you time and effort. Back to top

Next: AirPort Extreme

AirPort Extreme

AirPort Extreme is Apple's implementation of Wi-Fi, the IEEE 802.11 wireless networking standard. You will learn about AirPort Extreme in a separate Wireless Networking course later in this curriculum. All newer Apple computers support AirPort Extreme. Back to top

Next: Bluetooth

Bluetooth

Bluetooth Overview Bluetooth Support Information

Troubleshooting and Repair Significance

Bluetooth Overview Bluetooth is a wireless communications protocol often used for connecting peripherals such as headsets, PDAs, keyboards, and mice to computer systems. Apple's Wireless Keyboard and Wireless Mouse use Bluetooth. Bluetooth offers the advantage of low power consumption. The trade off for low power consumption is a reduced range when compared to AirPort/AirPort Extreme. Here is a comparison of Bluetooth, AirPort, and AirPort Extreme in both the 802.11g and 802.11n standards:
Technology Bluetooth 1.x Bluetooth 2.0+EDR Bluetooth 2.1+EDR AirPort (802.11b) AirPort Extreme (802.11g) AirPort Extreme (802.11n) Transmission Rate 1 Mbps 3 Mbps 3 Mbps 11 Mbps 54 Mbps 248 Mbps (2x2 antennas)

Later PowerBook and Intel-based Mac computers support the Bluetooth 2.0+EDR standard, and now the Bluetooth 2.1+EDR standard.

Bluetooth Support Information Due to the increased use of Bluetooth-enabled peripherals, Apple has provided its customers with an extensive array of support documentation at the Bluetooth Support site: http://www.apple.com/support/bluetooth/ In situations where you need to troubleshoot a Bluetooth connectivity or performance issue, this resource is an excellent first step.

In addition, the Service Manuals for Bluetooth-enabled Mac computers provide troubleshooting steps and instructions for replacing Bluetooth cards and antennas.

Troubleshooting and Repair Significance

Knowing where to find appropriate support and service resources will save you time when troubleshooting Bluetooth-related issues. Back to top

Next: Infrared

Infrared

Infrared Overview Apple Remote Troubleshooting Tip Troubleshooting and Repair Significance

Infrared Overview Some Mac computers use infrared light to exchange information with other devices. Early Mac computers were equipped with an infrared modem to allow for communication with other computers or other devices. Later models of the Mac use infrared technology to communicate with an Apple Remote for control of the Front Row application used with Apple TV.

Infrared requires line of sight to function and has a relatively short range.

Apple Remote Troubleshooting Tips

Verifying Remote Function

If you have a camera-equipped Mac, you can point an Apple Remote at the camera and see a blinking white light in your video image. This happens because the video cameras used by Apple can see the infrared light produced by a functioning Apple Remote. If you see the blinking light, the Apple Remote has power.
Pairing a Remote

Pairing a remote with a Mac is important in situations where there may be multiple remotes working with multiple computers. To avoid inadvertent interference with other Mac computers, follow the steps outlined in the Apple support article HT1619 titled 'Pairing your Apple Remote with your computer'.

Troubleshooting and Repair Significance

You now know how to determine whether an Apple Remote has power and how to pair a remote with a specific computer. Back to top

Next: PMU/SMU/SMC

PMU/SMU/SMC

Power Management Overview Power Management Unit (PMU) System Management Unit (SMU)

System Management Controller (SMC) Troubleshooting and Repair Significance For Further Reading

Power Management Overview Through the use of the Energy Saver System Preference, you can set up your Mac to use less energy when the computer is idle or inactive for a specified length of time.

Within this System Preference, you can control when you put the entire computer to sleep, put the display to sleep, and reduce brightness of the display. Depending on the computer model, this functionality is governed by a:

Power Management Unit (PMU) System Management Unit (SMU) System Management Controller (SMC)

The PMU/SMU/SMC hardware controls all aspects of power consumption inside the computer and responds to settings chosen in the Mac Energy Saver System Preference and programs

Power Management Unit (PMU) The Power Management Unit (PMU) is an integrated circuit (computer chip) typically found on a computer's logic board. As its name implies, the PMU is responsible for managing all aspects of the computer's power. It controls

hard disk spin down, sleep and wake, some charging aspects, and how any devices attached to the computer affect sleep.

If the settings in the PMU become corrupted, it can result in operational issues such as

your computer not turning on not displaying video not waking from sleep

A PMU reset should only be used as a last resort in the case of a hardware failure or when the power management system is suspected. NOTE: Resetting the PMU returns the computer hardware, including NVRAM, to default settings and forces the computer to shut down.
How to Reset PMU

How you perform a PMU reset depends on what Mac you are working on. For example, an original Mac mini can be reset without opening up the computer. PMU reset depends on the Mac being worked on. For example, an original Mac mini can be reset without opening up the computer while an iBook requires opening the computer in order to access a PMU reset switch. Here are the reset instructions for several iBook models:

iBook (Dual USB), iBook (Late 2001) and iBook (14.1 LCD) 1. 2. 3. 4. If the computer is on, turn it off. Disconnect the AC power adapter. Remove the battery. Press and release the reset button (shown below) located above the Audio/Video port on the left side of the iBook (Dual USB) computer by inserting the end of a paper clip into the small hole and gently pressing the switch once. Wait 5 seconds. Reconnect the AC power adapter. Put the battery back in the computer. Press the Power button to restart the iBook computer.

5. 6. 7. 8.

Detail showing PMU button location. NOTE: Only reset a PMU button ONCE, then wait at least five seconds before attempting to start the computer up again. This is to give the PMU enough time to start up its internal software and begin monitoring the hardware. Pressing a PMU reset button multiple times can crash the PMU's internal software, which can cause any number of power management issues. Read and review the Apple support article titled HT1894 'Avoid unnecessarily resetting the SMC or PMU for troubleshooting purposes' for more information.

System Management Unit (SMU) The SMU (System Management Unit) controls all power functions on the Mac.

It was introduced in 2004 and was used until the introduction of the Intel-based Mac computers in 2006. SMU differs from PMU, in that it also controls thermal aspects of the computer, such as fans, blowers and temperature sensors. This is required to maintain proper cooling inside newer, faster Mac computers. Resetting the SMU can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so on. The functions controlled by the SMU include:

Tells Mac when to turn on, turn off, sleep, wake, idle, etc. Handles system resets from various commands. Controls the fan.

NOTE: Resetting the SMU does not reset the PRAM. A restart is more effective.
How to Reset SMU

This differs from model to model. Be sure to look up the reset procedure for each model.

System Management Controller (SMC) In the Intel-based Mac, much of the functionality of the SMU was replaced by the System Management Controller- the (SMC) - a chip that controls all the power functions including:

Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth. Handling system resets from various commands. Controlling the fans.

NOTE: Resetting the SMC does NOT reset the PRAM. ALSO: Resetting the SMC will not resolve issues in which your computer is unresponsivein these situations, restarting your computer is a better choice.
How to Reset SMC

As we saw with PMU and SMU, there are different SMC reset techniques required for different models of Intel-based Mac computers. NOTE: Two System Management Controllers in Mac Pro (Early 2009) The Mac Pro (Early 2009) has two System Management Controllers (SMCs) instead of just one. SMC functionality is now split between a primary (or master) SMC on the backplane board, and a secondary (or slave) SMC on the processor board. Since SMC firmware is stored on both the backplane and processor boards, it is important that the version of SMC firmware always match on both boards.

Troubleshooting and Repair Significance

You can correctly identify reset procedures You can correctly identify and isolate power-related issues. You can readily recognize PMU, SMU, or SMC reset opportunities

For Further Reading Read and review the following Apple support articles which deal with how to reset a PMU, SMU, or SMC in an Apple product. For more articles search for 'PMU reset', 'SMU reset', or 'SMC reset' in Knowledge Base: PMU:

HT2183 Mac mini: How to reset the PMU HT1712 Resetting the iMac (Flat Panel) Power Management Unit (PMU) HT1431 Resetting PowerBook and iBook Power Management Unit (PMU)

SMU:

HT1767 iMac G5: How to Reset the SMU HT1436 How to reset the SMU on a Power Mac G5 (Late 2004) or Power Mac G5 (Late 2005)

SMC:

HT3964 Intel-based Macs: Resetting the System Management Controller

(SMC) Back to top

Next: 32-bit or 64-bit Processor

Ambient Light Sensor

ALS Overview iMac G5 (Ambient Light Sensor) ALS Controls for Display and Keyboard ALS Troubleshooting Troubleshooting and Repair Significance

ALS Overview ALS governs the illumination of the backlit keyboards and the brightness of the screen. Two light sensors provide input to the ALS system. Most recent PowerBook and MacBook Pro models include this feature.

PowerBook (17-inch) showing keyboard illuminated.

iMac G5 (Ambient Light Sensor) ALS was used in iMac G5 (Ambient Light Sensor) system to measure the amount of light in a room and determine how bright the sleep indicator lights should be when the computer is in sleep mode.

1. Sleep Indicator Light location 2. Ambient Light Sensor location The results were that the pulsing light would be brighter in a well lit room and much softer in a dark room.

ALS Controls for Display and Keyboard Controls for ALS are found in the Display and Keyboard System Preferences. Display

Follow these steps to turn the automatic display brightness feature on or off: From the Apple menu, choose System Preferences. From the View menu, choose Displays. Click the "Automatically adjust brightness as ambient light changes" checkbox. Keyboard

Follow these steps to turn the automatic keyboard brightness feature on or off: 1. From the Apple menu, choose System Preferences. 2. From the View menu, choose Keyboard. 3. Click the "Illuminate keyboard in low light conditions" checkbox. You can also turn on or off the keyboard illumination feature by pressing the F8 key. NOTE: If you see function keys as shown here on a portable Mac computer, it has a backlit keyboard.

These keys only respond in this way when the ALS is turned on. If you press the keyboard illumination control keys (F8, F9 and F10) and you see a dimmed graphic with the prohibitory sign (see below), the sensed ambient light is not low enough for the keyboard illumination to work.

ALS Troubleshooting

Determining if ALS is functioning properly cannot be done in a well lit room. To see if a keyboard is backlit, you should examine the computer in a dark room. Attempting to block the ALS sensors manually does not work well.

Troubleshooting and Repair Significance

You know to verify backlit keyboard issues in a darkened room. You know where to find ALS controls on both the keyboard and System Preferences. Back to top

Next: Compression

Compression

Overview How Compression Works Troubleshooting and Repair Significance

Overview With the widespread use of digital media with files sizes exceeding the gigabyte range, there is a growing need to make files smaller without damaging their usefulness. Users distribute such content more frequently and have an ongoing need to store large files efficiently.

How Compression Works At a very basic level, all compression schemes work to eliminate redundant information from a file., File compression routines write the redundant information once and then refer back to this information whenever it appears in the file. This reuse of information enables compression utilities to create smaller files from larger originals. Compression utilities come in two major types, lossy and lossless. Lossy Compression Lossy compression removes some non-redundant content from the original. This results in reduced quality of the compressed file. Audio will not possess the same fidelity. Digital images will not have as much detail. Lossy Compression Formats Here are examples of lossy compression formats:

JPEG (Joint Photographic Experts Group) This is a standard for the data compression of still pictures. JPEG is recommended when exporting a still image from a DV clip if the intent is to send the picture through email or use it on the World Wide Web. MP3 (MPEG layer 3)

A popular format for compressing music.

MPEG 4 An ISO standard based on the QuickTime file format that defines multimedia file and compression formats.

Lossless Compression

Lossless compression allows the exact original data to be rebuilt from the compressed file. Lossless Compression Formats Here are examples of lossless compression formats:

ZIP This is the format used when archiving material in Mac OS X. GIF (Graphic Interchange Format) A lossless 8-bit (256 colors) RGB image format often used for Web images. PNG (Portable Network Graphics) A bit-mapped image format used for screenshot captures in the Mac OS. TIFF (Tagged Image File Format) A high quality format often used in publishing. AIFF (Audio Interchange File Format) Developed by Apple and used for storing sound data on computers. ALAC (Apple Lossless Audio Codec) Created by Apple and used for lossless compression of digital music.

Troubleshooting and Repair Significance

Knowing the difference between lossy and lossless compression routines allows you to address issues of file degradation without wasting time on problems created by a compression utility.

Back to top

Next: CUPS

CUPS

CUPS Overview CUPS in Mac OS X Troubleshooting and Repair Significance

CUPS Overview CUPS (Common UNIX Printing System) is a cross-platform, portable printing software layer for UNIX-based operating systems. It is owned and maintained by Apple to promote a standard printing solution. It is the standard printing system used in Mac OS X v10.2 and later. CUPS uses the Internet Printing Protocol ("IPP") as the basis for managing print jobs and queues and adds network printer browsing and PostScript Printer Description ("PPD") based printing options to support real-world printing. CUPS uses several industry-standard protocols, including:

Internet Printing Protocol (IPP) Line Printer Daemon (LPD) Postscript Printer Description (PPD) Server Message Block (SMB) AppSocket (JetDirect)

More information on CUPS is available at www.cups.org. More information on IPP is available at www.pwg.org/ipp. CUPS configuration files are located in the hidden path: /private/etc/cups/.

CUPS in Mac OS X When you use Mac OS X Print and Fax System Preferences to set up a printer, you are relying on CUPS for interaction with various printing services. If you turn on Printer Sharing in System Preferences Sharing pane, you can then access CUPS on your computer using Safari (or another Web browser). Type the address "http://localhost:631" into the browser's address field:

If you select Manage Printers, you will be able to see the printers

Troubleshooting and Repair Significance

When troubleshooting printing issues, CUPS access can provide useful information. Back to top

Next: Open Firmware

Open Firmware

Overview Open Firmware Access Open Firmware Password Protection What Open Firmware Password Protection Does Lost Firmware Password Troubleshooting and Repair Significance

Overview Open Firmware is a small program contained on a chip within a PowerPC Mac that controls its boot process. It is responsible, among other things, for building the device tree and probing the expansion slots for I/O devices. The Open Firmware environment does not rely on the Mac OS.

Open Firmware Access You can start up into Open Firmware by holding down the Command-Option-O-F keys at restart or power on before any video is displayed on the screen. This enables you to manipulate the computer via command line instructions without relying on the Mac OS.

Open Firmware Password Protection It is possible to password protect a PowerPC Mac at a low level using Open Firmware Password Protection. To maximize the effectiveness of the firmware password, do all of the following:

Use a secure password that contains both numerals and letters in the first eight characters. In the Users control panel, Accounts pane of System Preferences, or Server Admin application (whichever applies to your Mac), strictly limit Admin user status to trusted personnel. Restrict physical access to the computer. Select the Mac OS X System folder for the startup device that you plan to protect. If startup device is correctly selected, select it in Startup Disk preferences and close the preference pane. If you receive a save changes dialog, saving the changes secures your startup device.

IMPORTANT: If you reset the PRAM or Open Firmware, you need to reselect your startup device prior to resetting the Open Firmware Password. WARNING: The Open Firmware Password can be reset and changed by any one of the following:

By any administrator user, as designated in the Accounts preferences (or in Server Admin). Via physical access to the inside of the computer. When the computer is started up in Mac OS 9 (where applicable)

How to enable the Open Firmware Password On any computer capable of firmware password protection (including Intel-based Mac computers), follow these steps:

For Mac OS X 10.1 to 10.3.9, download and install the Open Firmware Password application, which you can get here. For Mac OS X 10.4 or later, you must use the updated version that can be copied from the software installation disc (located at /Applications/Utilities/ on the disc). Open the Open Firmware Password application. Click the icon to authenticate. Enter an administrator username and password when prompted. Click Change. Click to select the checkbox for "Require password to change Open Firmware settings", as shown below.

Type your password in the Password and Verify fields. Click OK. A confirmation appears. Click lock icon to prevent further changes. Choose Quit from the Open Firmware Password application menu.

What Open Firmware Password Protection Does When turned on in most PowerPC computers, Open Firmware Password Protection:

Blocks the ability to use the "C" key to start up from an optical disc. Blocks the ability to use the "N" key to start up from a NetBoot server. Blocks the ability to use the "T" key to start up in Target Disk Mode (on computers that offer this feature). Blocks the ability to start up in Verbose mode by pressing the Command-V key combination during startup. Block the ability to start up a computer in Single-user mode by pressing the Command-S key combination during startup. Blocks a reset of Parameter RAM (PRAM) by pressing the Command-OptionP-R key combination during startup. Requires the password to use the Startup Manager, accessed by pressing the Option key during startup. Requires the password to enter commands after starting up in Open Firmware, which is done by pressing the Command-Option-O-F key combination during

startup.

Lost Firmware Password If the Firmware password is lost, follow these steps. This procedure works on both PowerPC and Intel-based Mac computers. Important: ESD Precautions To avoid damaging components, be sure to follow Electrostatic Discharge (ESD)-safe repair practices. 1. Shut down the computer. 2. Gain access to the computer's RAM slots. 3. Add or remove a RAM DIMM to change the total amount of installed RAM. For example: If the computer has two RAM DIMMs (128 MB DIMM and 64 MB DIMM) for a total of 192 MB of memory, remove the 64 MB DIMM. This changes the total memory of the computer to 128 MB RAM. If the computer has a single RAM DIMM, you can change the total memory by adding a DIMM of any compatible size. NOTE: Removing a computer's only DIMM is not an option and will prevent the computer from starting up. 4. Turn on the computer and immediately reset PRAM by holding the CommandOption-P-R key combination. Press the keys until you've heard two successive startup sounds. 5. Open Firmware password protection is now disabled. Shut down the computer and return it to its original RAM configuration.

Troubleshooting and Repair Significance

You can start up a PowerPC computer in the Open Firmware environment. You have seen some of the key commands that you can use during startup. You can enable Open Firmware password protection. You have reviewed what this form of password protection provides. You can bypass Open Firmware password protection when necessary. Back to top

Next: EFI

Extensible Firmware Interface (EFI)

About Extensible Firmware Interface Useful Knowledge about EFI EFI Password Protection Troubleshooting and Repair Significance

About Extensible Firmware Interface The Intel EFI specification defines the interface between the OS and the Mac computers firmware. A good way to think about EFI is that it's the equivalent to Open Firmware for Intel-based Mac computers. The interface consists of data tables that contain platform-related information, plus boot and runtime service calls that are available to the operating system and its loader. Together, these provide a standard environment for booting an operating system and running pre-boot applications

Useful Knowledge about EFI

Intel-based Mac computers do not use standard PC BIOS (Basic Input/Output System). EFI provides this functionality. EFI builds a table of the computer's hardware configuration automatically and passes that list of device information to the operating system without any user interaction. There is no user interface to the EFI environment as there was with Open Firmware.

EFI Password Protection You can easily password-protect EFI in Intel-based Mac computers using an included utility that comes with Mac OS X. You can also use this utility to remove EFI

password protection. However, just as with PowerPC-based Mac computers, if you forget your firmware password you will need to go through the steps outlined in the previous section to clear this password. NOTE: Password protection cannot be removed from some Mac computers such as MacBook Air with its fixed amount of memory. Please use caution when applying firmware passwords on such models.

Troubleshooting and Repair Significance

While you cannot access EFI directly, awareness of its functions as they apply to diagnostics and startup key commands is very useful. EFI based diagnostics do not use any OS components. Some startup key commands for Intel-based Mac computers such as "D for Diagnostic" involve EFI. Back to top

Next: MIDI

MIDI

Overview Troubleshooting and Repair Significance

Overview Musical Instrument Digital Interface (MIDI) enables music-related devices to communicate with each other and with Mac desktops and portables over a serial interface. This is done either directly via USB, or via MIDI cables and connectors which require a separate USB to MIDI adapter. MIDI communication doesn't carry the music itself. Instead, it carries instructions, such as what instrument or sound to play and when to

play it. MIDI assigns each musical device a unique numeric address, so applications can send instructions to each device independently. For instance, an application that orchestrates music can send the instructions for the drum part to a drum machine, the brass and woodwind parts to a keyboard, and the string parts to a sampler. Mac OS X includes frameworks or resources to support MIDI in the /System/ Library/Frameworks directory. Audio MIDI Setup can discover MIDI devices that are attached to the computer and display them in its window, where you can then establish links (and hierarchical links) between devices.

Troubleshooting and Repair Significance While MIDI is not normally part of standard troubleshooting, we are providing this overview as context for troubleshooting some connectivity issues.

Back to top

Next: Optical Drives

Optical Drives

Optical Drives Introduction CD-ROM Drives CD-RW Drives Combo Drives SuperDrives Dual Layer DVDs Double Layer Drives Further Reading Handling Optical Drives Troubleshooting and Repair Significance

Optical Drives Introduction Most Mac computers have some sort of optical disc drive used for reading data discs, playing audio discs, viewing DVD discs, or burning discs of all types. The exact capabilities depend on the type of drive installed in the Mac.

CD-ROM Drives The most basic optical disc drive is a CD-ROM (Compact Disk-Read Only Memory) drive capable of reading data and audio previously recorded on 650 megabyte (MB)

discs.

CD-RW Drives A CD-RW (Compact Disk Rewritable) drive can read, write, and rewrite recordable CDs. A CD-RW drive can write (or burn) a CD-R ( Compact Disk Recordable) disc, which is permanent, or it can write a CD-RW disc, which can be erased and written on again. NOTE:The current Apple disc-burning software (such as, the Burn command in the Finder) writes to media only onceit doesn't support rewriting, even on CD-RW media. Multiple rewrites require a Disk Utility erase beforehand.

Combo Drives A combo drive is a CD-RW/DVD, and therefore can be used to play videos and read data written on DVD media.

SuperDrives A SuperDrive has all of the functionality of a Combo drive, with the addition of the ability to burn data or video to DVD-R and DVD-RW discs. The Apple software for creating DVD movie discs, called iDVD, comes with the SuperDrive and is available as part of the iLife package. There are two different and incompatible DVD burning formats in wide use within computers today: DVD-R / DVD-RW and DVD+R / DVD+RW. There exist both types of media and drive mechanisms that can work with either or both types. Up until recently, Apple used only DVD-R / DVD-RW compatible drive mechanisms in its products, and supported only DVD-R and DVD-RW disc types. With the introduction of the Mac mini model with an optional DVD+/-RW/CD-RW

SuperDrive, Apple now supports recordable DVD discs of both + and - types.

Dual Layer DVDs Beginning with the iMac G5 (Ambient Light Sensor), all SuperDrives come equipped to burn dual-layer DVD discs. The additional storage capacity of the DVD+R disc enables you to record 4 hours of DVD-quality video or 16 hours of VHS-quality video without turning over the disc. You can also archive up to 8.5 GB of computer files on one dual-layer DVD+R disc. This is almost twice the capacity of traditional single-layer DVD+R discs (4.7 GB).

1. 2. 3. 4. 5. 6. 7. 8. 9.

Disc label Polycarbonate layer Metal reflector Dye-recording layer 2 Spacer Semi-transparent metal reflector Dye-recording layer 1 Polycarbonate layer Laser beam writing to each layer

The dual-layer DVD+R specification does not require the entire disc to be recorded.

However, if one layer of a dual-layer DVD+R has a recorded signal at a particular point on the disc, the other layer must have a matching signal. Otherwise, a DVD player may detect an error. In other words, if one layer has 3 GB of data recorded, the other layer must also have 3 GB recorded. Blank space may be left at the edge of the DVD without any playback problems. This is automatically handled by the SuperDrive. The double-layer SuperDrive only supports burning to DVD+R dual-layer media. It does NOT burn to DVD-R dual-layer discs but can read data from them. The double-layer SuperDrive can burn standard 4.7 GB DVD-R discs, but not the 8.5 GB dual-layer DVD-R discs.

Double-Layer Drives The 16x SuperDrive built into the latest Mac Pro supports double-layer (DVDR DL) discs. While single-layer DVD discs hold up to 4.7GB of data, double-layer discs have two layers, allowing the SuperDrive laser to read from and write to both layers, almost doubling the storage capacity to 8.5GB. Here is a break-out of the formats the later versions of this drive can record to and play:
Media Type DVDR DVD+R DL DVD-ROM DVD-RW DVD+RW CD-R CD-RW CD-ROM Read Speeds 18x 8x 16x DVD5 12x DVD9 18x 8x 8x 32x 32x 32x Write Speeds 18x, 8x, 4x, 2x, 1x, single-layer, depending on media 8x, 6, 4x, 2.4x, double-layer, depending on media 6x, 4x, 2x, 1x, depending on media 8x, 4x, 2.4x depending on media 32x 24x (high speed media) -

Further Reading

HT2543 About optical disc drive burning and write speeds HT2882 Factors that affect writing to or reading from optical media

Handling Optical Drives Optical drives installed in the latest Mac computers require fairly delicate handling. The following are guidelines that should be followed whenever such drives are removed or replaced:

Observe ESD (electrostatic discharge) guidelines when handling optical drives.

Handle the drive only by the sides and back edge.

Do not touch the front of the drive.

Do not press on the drive or lift it by the top and bottom cover.

Do not handle the drive by the gull wing edge only.

When storing optical drives, use approved packaging boxes. Never stack loose drives.

When returning a defective optical drive, use the original packaging and an antistatic bag.

Pack only one drive per box.

Troubleshooting and Repair Significance

You can describe disc format capabilities You can describe recording and playback formats that are used on newer Mac computers You know how to correctly handle optical drives Back to top

Next: QuickTime

QuickTime

QuickTime Overview Troubleshooting and Repair Significance

QuickTime Overview
QuickTime Player

QuickTime Player is a free multimedia player used to play and view video, audio, still images, graphics, and virtual reality (VR) movies. QuickTime supports the most popular formats on the Internet for news, sports, education, movie trailers, and other entertainment. Multimedia Architecture QuickTime is also a multimedia architecture that other applications can leverage. Apples iTunes, iMovie, and third-party programs use the QuickTime architecture for key multimedia functions. QuickTime can access 200 kinds of digital media with a Mac or PC including images, music, MIDI, and MP3. QuickTime Pro QuickTime Pro is an upgraded version of QuickTime Player with advanced features including editing capabilities and multiple export options. NOTE: Mac OS X v10.6 Snow Leopard includes QuickTime X which comes with a new QuickTime Player, offering a clean and uncluttered interface, easy media sharing, and flexible recording capabilities. A Snow Leopard-compatible version of QuickTime Player 7 is also available for use with older media or with existing AppleScript-based workflows. QuickTime Player 7 can be used to playback formats such as QTVR, interactive QuickTime Movies, and MIDI files. Also, it supports QuickTime 7 Pro registration codes for access to QuickTime Pro functionality.

Troubleshooting and Repair Significance

Understanding that QuickTime comprises an architecture, a player, and an editing environment will prevent confusion when addressing media-related

troubleshooting issues. Back to top

Next: Rosetta

Rosetta

What is Rosetta? How Rosetta Works Compatibility with Rosetta Forcing an Application to Run Translated Plug-Ins and Rosetta Device Drivers and Rosetta Troubleshooting and Repair Significance

What is Rosetta?

Rosetta (named for the Rosetta Stone) is a Mac OS X technology that lets an application written for a PowerPC Mac run on an Intel-based Mac. Rosetta runs automatically and transparently and allows applications to run as non-native binaries. The majority of Mac OS X applications for PowerPCbased Mac computers can run on an Intel-based Mac using Rosetta. Rosetta translates PowerPC code into Intel code. It does not emulate a PowerPC processor or environment.

If an application is said to be "running translated" on an Intel-based Mac, it is using Rosetta and most likely is a PowerPC application or universal binary application forced to run translated.

How Rosetta Works

With the two Mac platforms (PowerPC and Intel), when you launch an application on an Intel-based Mac, the Mac OS X kernel needs to determine the type of the application at launch. There are three general application types:

Native (compiled to run on Intel-based Mac computers: includes universal binary applications) Non-native (compiled to run only on PowerPC-based Mac computers: not designed for Intel-based Mac computers) Incompatible (covered later in this training)

A native binary application will simply launch on an Intel-based Mac and operate like a standard Mac OS X application. If the application is not native, the Mac OS X kernel launches the application using Rosetta. Incompatible applications do not launch and may give you an error dialog. Behind the scenes, Rosetta is looking at the non-native (PowerPC) code that the application is trying to execute and translates that code so the Intel processor can use it, as represented below:
Notes on Rosetta

Rosetta doesn't simulate or emulate the entire PowerPC processor environment. Rosetta doesn't run as a separate process or thread. Rosetta launches within the non-native application's process and optimizes this translated code to deliver the best possible performance on the non-native application. Rosetta is also very smart at caching frequently used calls and code from the non-native (PowerPC) application. Code that is reused repeatedly in your application benefits the most because it needs to be translated only once, and has already been optimized.

Compatibility with Rosetta An application's compatibility with Rosetta depends on the application type. A word processor, which has a lot of user interaction and low computational needs, is typically very compatible. However, Rosetta does NOT run the following types of PowerPC Mac OS X applications:

Applications built for any version of the Mac OS earlier than Mac OS X (Mac OS 9, Mac OS 8, Mac OS 7, and so on) The Classic environment Code written specifically for the Velocity Engine (AltiVec technology) Code that inserts preferences in the System Preferences window Applications that require a G4 or G5 processor Applications that depend on one or more PowerPC-only kernel extensions Kernel extensions (drivers or code that directly communicate with the computer's hardware). Java applications with JNI libraries Java applets in applications that Rosetta can translate (this means a web browser that Rosetta can run translated will not be able to load Java applets)

Remember, Rosetta is a Mac-to-Mac translation process that allows you to use PowerPC-based applications on your Intel-based Mac and does not provide any Windows or other operating system compatibility features. NOTE: With the introduction of Mac OS X v10.6 (Snow Leopard) Rosetta is only installed under the following conditions: 1. The user specifically selects to install it as part of a 'custom' install of Snow Leopard. 2. The user attempts to launch a PowerPC application and Rosetta isn't already installed. In this case, Snow Leopard recognizes this and offers to download and install Rosetta 'on-demand'.

Forcing an Application to Run Translated On an Intel-based Mac you can manually force a universal binary application to run using Rosetta by selecting the "Open using Rosetta" checkbox in the application's Info window:

With "Open using Rosetta" selected, when the application is launched, it runs translated on the Intel-based Mac.

Plug-ins and Rosetta When a universal binary application uses external programming (in the form of plugin modules or add-on modules), it is important to make sure those installed plug-ins are universal binaries as well. For example, If you install a PowerPC version of the Macromedia Flash plug-in on an Intel-based Mac, you will get a message saying that plug-in is not installed. To let that plug-in work correctly, you have to launch Safari translated on the Intel-

based Mac so that Rosetta-compatible plug-ins can operate correctly Intel binaries (not universal binaries) cannot run translated. When you need to run a application translated, you have to use a universal binary or PowerPC version.

Device Drivers and Rosetta The same rules apply for printer and other device drivers that may use plug-ins: Nearly every printer driver that shipped with Mac OS X 10.4 is included in Mac OS X for Intel as a universal binary. PPC printer drivers should run in Rosetta but check with the third-party vendor for a universal binary version of the driver/plug-in for scanners etc.

Troubleshooting and Repair Significance

In some situations, forcing a Rosetta launch for an application can solve a customer issue. Back to top

Next: Sudden Motion Sensor

Sudden Motion Sensor (SMS)

What It Is System Profiler Disabling/Enabling Troubleshooting Troubleshooting and Repair Significance

What It Is Sudden Motion Sensor technology is built-in protection for the hard disk, designed to help prevent disk failures if the computer is dropped or undergoes unusually strong vibration. The Sudden Motion Sensor is designed to detect unusually strong vibrations. If this happens, the SMS instantly parks the hard drive heads to help reduce the risk of damage to the hard drive on impact. When stable again, SMS unlocks the hard drive heads, and the Mac is up and running within seconds. The Sudden Motion Sensor does not prevent hard drive failures. Its primarily function is to prepare the hard drive for impact. When the Mac is sleeping, the Sudden Motion Sensor is not active - the hard drive heads are already parked but damage can still be sustained. The Sudden Motion Sensor is enabled by default. No user adjustment, or off/on function is available in the Mac OS X interface - though Terminal commands to disable it are listed below.

System Profiler The Sudden Motion Sensor's state can be determined by looking at System Profiler under Hardware Overview.

Sudden Motion Sensor

This field either says Enabled or Disabled. The System Profiler shows the Sudden Motion Sensor as Disabled under two conditions:

If a continuous stream of interrupt signals is generated by the module (for example, if there is a motion sensor failure) the computer automatically disables the feature. The feature is disabled through a command line, issued via the Terminal utility. In this case, until another command line is executed, the Sudden Motion Sensor remains off.

Disabling/Enabling

There is no graphical user interface for the Sudden Motion Sensor, but you can type a command in the Terminal application to disable or enable it: To disable:

Launch the Terminal application (found in the Utilities folder). You need the system password to perform this command. At the command line, enter the command:
sudo pmset -a sms 0

To enable:

Launch the Terminal application (found in the Utilities folder). You need the system password to perform this command. At the command line, enter the command:
sudo pmset -a sms 1

Use System Profiler to verify that the Sudden Motion Sensor has been either disabled or enabled.

NOTE: In almost all situations, if you need to turn off the Sudden Motion Sensor technology, you are probably using the Apple portable in an unsafe environment.

Troubleshooting If the System Profiler states the Sudden Motion Sensor is disabled when it should not be: 1. Put the Mac to sleep. 2. Pick the computer up and put it back on a steady table top. 3. Wake the Mac up, refresh the System Profiler window under View menu (or use Command-R). If it changes states to Enabled, try a few more sleep/wake/refresh cycles to verify it is working correctly. 4. If the Mac is still reporting Disabled, launch the Terminal application (found in the Utilities folder). 5. You need the system password to perform this command. At the command line, enter the command:

sudo pmset -a sms 1

6. Now, refresh System Profiler and check if it is enabled. 7. If System Profiler still reports that the Sudden Motion Sensor is Disabled, there is a problem with the Sudden Motion Sensor. The Apple portable needs to be serviced.

Troubleshooting and Repair Significance

You can determine Sudden Motion Sensor status on a Mac You can reset Sudden Motion Sensor status Back to top

Next: Universal Binaries

Universal Binaries

Overview Identifying Application Types Troubleshooting and Repair Significance

Overview There are two types of usable applications on an Intel-based Mac:

Native (compiled for Intel) Non-native (compiled for PowerPC and requires Rosetta to operate):

An additional type runs natively on both PowerPC and Intel-based Mac computers. That means it contains code for both processor types.

This is the universal binary. A universal binary application is created by a developer who modifies and recompiles an application so it runs natively on either a PowerPC-based or Intel-based Mac. If launched on an Intel-based Mac it won't use Rosetta. Apple has released this icon for third-party application developers to use to indicate an application is a universal binary:

Identifying Application Types You can tell if an application is a universal binary by looking at the Kind field in the General section of the Info window for the application.

Depending on the type, you should see:

PowerPC Intel Universal

Troubleshooting and Repair Significance

Identifying whether an application will run on PowerPC or Intel-based Mac computers will enable you to avoid troubleshooting non-existent issues. Back to top

Next: Exercise Answer Key

Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. You are replacing a customers drive. Which of the following requires a parallel ATA replacement? PowerMac G5 MacPro PowerMac G4 2. What might be the consequences of trying to use Full Duplex communication in a shared Ethernet Segment? Data collision, slowdown 3. Fill in the blanks: Most Apple products provide either FireWire 400. or both FireWire 400 ( 400 Megabits per second, 4 and 6 pin connectors) and FireWire 800 (800 Megabits per second, 9 pin connector). FireWire 800 is backwards compatible and allows the connection of a FireWire 400 peripheral. 4. Target Disk mode has two primary uses: high-speed data transfer between computers diagnosis and repair of a corrupted internal hard drive 5. Optical digital audio in and out ports are known as: Torline ports Toslink ports Trolink ports 6. Some peripherals work with the slower USB data-transfer rate of 12 Mbit/s. These include: ______________ and _______________ Two of the following: Digital cameras CD-ROM burners DVD drives Flash card readers

Scanners 7. Which is true? a) USB devices use two types of plugs, Type A and Type B. The Type A plug is dome-shaped and connects to the host computer or a downstream hub. The Type B plug, which is flat, connects upstream to the USB device. b) USB devices use two types of plugs, Type A and Type B. The Type A plug is flat and connects to the host computer or an upstream hub. The Type B plug, which is somewhat house-shaped, connects downstream to the USB device. 8. The Display System Preference allows you to set up multiple monitors in two ways, extended desktop and video mirroring. 9. Bluetooth offers low power consumption but has a reduced range when compared to AirPort/AirPort Extreme. 10. Name a Mac on which you can reset the PMU without opening the computer and one that requires opening the computer. Mac Mini, iBook 11. ALS Ambient Light Sensor governs the illumination of the backlit keyboard and the brightness of the screen. 12. Which type of compression removes some non-redundant content from the original, which results in reduced quality of the compressed file? Lossy Lossless 13. Apple-developed CUPS (Common UNIX Printing System) is a crossplatform, portable printing software layer for UNIX-based operating systems. 14. Open Firmware Access - You can start up into Open Firmware by holding down: Command-Option-F-4 Command-Option-O-F

Command-Option <esc> 15. The counterpart to Open Firmware for Intel-based Mac computers is: MFI EFI EFO 16. With the introduction of the Mac mini model with an optional DVD+/-RW/CDRW SuperDrive, Apple now supports recordable DVD discs of both + and types. 17. The Sudden Motion Sensor does not prevent hard drive failures. 18. Which runs natively on either PowerPC or Intel-based Mac computers? Universal Binary Binary Translation Binary Application 19. Match the Customer Issue to the related Technology
a) Trouble connecting scanner to Mac b) Cannot boot up c) Screen too dim to read on airplane d) Remote cant turn on Apple TV e) Older application wont run on MacBook 1. Ambient Light Sensor 2. Infrared 3. Rosetta 4. USB/Firewire 5. Open Firmware

20. a4, b5, c1, d2, e3

Next: This concludes the Underlying Technologies course.

Wireless Networking
Getting Started
Welcome to Apple's Wireless Networking course. This course will give you an overview of setting up and troubleshooting AirPort Extreme and Time Capsule networks.

Target Audience
This course is intended for technicians who support and service Apple products.

Prerequisite Courses

Basic Computer Theory and Terms Underlying Technologies References Diagnostics Troubleshooting Theory ESD Precautions Hardware Tools Technician Safety Hardware Service Issues Liquid Crystal Displays

Time Required

120 minutes

Course Objectives

Use known-good wireless network to isolate wireless networking connectivity issues on a

given supported computer in 1 minute. Locate and complete the troubleshooting steps in the Apple documentation for wireless networking connectivity for a given supported wireless networking product in 3 minutes. Return to top

Next: Key Terms and Concepts

Key Terms and Concepts

Basic Terms

Basic Terms Here are some key terms and concepts associated with Mac OS X wireless networking:
Addressing A scheme determined by network protocols for identifying the sending device and receiving device for any given item of information on a network. Another name for the Ethernet hardware address (also known as a MAC address) of the wireless network interface on a Mac, AirPort base station, or Time Capsule. This MAC address can be used to grant a computer access to a secured AirPort network that employs MAC address access control. MAC stands for Media Access Control. Bonjour is Apple's implementation of the Zero Configuration Networking Standard. Bonjour uses industry standard IP protocols to allow devices to automatically discover each other without the need to enter IP addresses or configure DNS servers. Bonjour is a software component running in Mac computers with Mac OS X and in AirPort base stations and Time Capsule products. An AirPort card found inside recent models of Mac desktop and portable computers that contains a Broadcom wireless chip set. Broadcom is a trademark or registered trademark of Broadcom Corporation in the U.S. and/or other countries. In the context of wireless networking, a client is any computer that can join, or has joined, a wireless network. In networking, a term that refers to a server, computer, or device that

AirPort ID

Bonjour

Broadcom AirPort Card Client Demilitarized

zone

receives all incoming traffic in a NAT network. Sometimes abbreviated as "DMZ." AirPort Utility uses "default host" instead of this term. Abbreviation for Dynamic Host Configuration Protocol. A protocol used to distribute IP addresses to client computers. Each time a client computer starts up, the protocol looks for a DHCP server and then requests an IP address from the first DHCP server it finds. The DHCP server checks for an available IP address and sends it to the client computer along with a lease period indicating the length of time for which the client computer may use the address. Abbreviation for Domain Name System. A distributed database that maps IP addresses to domain names. A DNS server, also known as a name server, keeps a list of names and their associated IP addresses. An IP address that is assigned for a limited period of time or until the client computer no longer needs the IP address. A 10/100/1000 megabits-per-second (Mbit/s) network standard. A protocol for communication and file transfer across a network.

DHCP

DNS Dynamic IP address Ethernet

Sometimes referred to as an ad-hoc network. A collection of wireless client computers that are able to communicate with each other directly, Independent without using any base station or access point (also known as 'peer-toBasic Service Set peer'). (IBSS) In Apple AirPort networks, this type of network is known as a 'computerto-computer' network. IP Abbreviation for Internet Protocol. A computer's unique Internet address, such as 128.223.32.35, that identifies it on a TCP/IP-protocol network. Many computers also have domain names assigned to them that represent IP addresses as words that are easier to remember, such as apple.com. An extended scheme of IP addresses, using 128-bit IP addresses, that allows for more IP addresses than current system, IPv4, which uses 32-bit IP addresses. Acronym for Local Area Network. A port on AirPort base stations and Time Capsules that is typically used for connecting wired Ethernet computers or printers to the base station. This allows them to communicate with wireless computers, to share an Internet connection, or both. Any data transmission medium (like wires, infrared waves, or radio waves) shared by a set of nodes and used for communication among the nodes. A specific TCP/IP message that is sent over a wired or wireless Ethernet network, to awaken a specific computer only when necessary. This packet is sent by a sleep proxy server on behalf of a sleeping client computer, to awaken it when it is needed for access by a client. Part of Snow Leopard's

IPv6

LAN Link

Magic Packet

Wake on Demand functionality. mDNS Abbreviation for Multicast Domain Name Service. Part of the Bonjour protocol in Mac OS X, mDNS is used for discovery of services on the local network. Acronym for Multiple-Input Multiple-Output. Refers to a technique used in newer AirPort base stations and Time Capsules to increase range and performance. Signal processing and multiple smart antennas are used for transmitting multiple data streams simultaneously. Acronym for Network Address Translation. A technique sometimes used so that multiple computers can share a single IP address. Any computer, printer, or other electronic device that could potentially communicate with another. An IP address within the range of addresses defined for a private network. There are three designated IP address ranges of private networks (one for each class of IP address):

MIMO NAT Node Non-routable address

10.0.0.0 10.255.255.255 (class A) 172.16.0.0 172.31.255.255 (class B) 192.168.0.0 192.168.255.255 (class C)

These addresses are private because they are not globally delegated, meaning they aren't allocated to a specific organization. Anyone can use these addresses without approval from a regional Internet registry. Consequently, they are not routable within the public Internet. If such a private network needs to connect to the Internet, it must use either a network address translator (NAT) gateway, or a proxy server. AirPort base stations and Time Capsules function as NAT gateways. The most common use of these addresses is in home networks, since most Internet Service Providers (ISPs) only allocate a single IP address to each residential customer, but many homes have more than one networked device (for example, several computers and a printer). AirPort base stations and Time Capsules include a built-in DHCP server that can assign client IP addresses in any of the above three private address ranges. Octet A group of eight bits. Each octet has eight positions when viewed in binary form. An IPv4 address has four octets, for a total of 32 bits, that are written in decimal form and separated by dots. Example: 192.168.12.34. Acronym for Packet Inter-Network Groper. A utility used to send a network packet to a designated address to confirm a response. The act of using the ping utility.

Ping

PPP PPPoE

Abbreviation for Point-to-Point Protocol. A protocol for dial-up modem access. Abbreviation for Point-to-Point Protocol over Ethernet. Some DSL and cable modem Internet service providers require PPPoE to connect to the Internet. If you were given a user name and password to enter in Network preferences, you probably connect using PPPoE. Rules (or languages) that govern how devices on a network communicate with each other. The use of one computer or device to make requests on behalf of another over a network. Proxies are often used for Internet security, or to control connections. A type of security database used to authorize clients on a network.

Protocol

Proxy RADIUS

Routable address An IP address directly accessible from the Internet. Only one device on the Internet has that particular IP address. Routable addresses must be assigned by a regional Internet registry. Router A device that connects networks together, isolating traffic within each network. A router receives data transmitted from other networks and retransmits it to its proper destination using the most efficient route. AirPort base stations and Time Capsule products are examples of routers. A networked device that supports Wake on Demand sleep proxy services. Sleep proxy service is software that runs inside any compatible AirPort Extreme and Time Capsule, and allows it to act as a proxy, responding to all client requests for services on Snow Leopard Mac computers that may be asleep on that local network, and to awaken a specific computer only when it is needed for access by a client, by sending it a magic packet over the network. Abbreviation for Simple Network Management Protocol. An industrystandard protocol providing uniform commands to monitor and control aspects of a network, regardless of platform.

Sleep Proxy Server

SNMP

Static IP address An IP address that is assigned once to a computer or device and is never changed. TCP/IP Abbreviation for Transmission Control Protocol/Internet Protocol. These are two of the main Internet protocols. To connect a computer to the Internet, the computer must have some kind of TCP/IP communication software installed on it. The physical layout of the cables and devices on a network. Abbreviation for Virtual Private Network. A network protocol that enables connections to secure network resources through private tunnels over the public Internet. Mac OS X supports both PPTP (Point-to-Point Tunneling

Topology VPN

Protocol) or L2TP over IPSec (Layer Two Tunneling Protocol) on an existing Internet connection. WAN Acronym for Wide Area Network. A port on AirPort base stations and Time Capsules that is typically used for connecting to digital subscriber line (DSL), a cable modem, or a wide area network (WAN), such as an existing school or business network.

Back to top

Next: Course Exercise

Course Exercise
Open this page separately and keep it open while you review the course. As you go through the course answer the following questions.

1. What four standards are used in AirPort and AirPort Extreme networks?

2. Using this course and Apple online resources, state differences in speed and range between the following standards.
Standard 802.11b 802.11g 802.11n Max Speed Max Range

3. 4. You see a sign in a coffee house that states there is a free WiFi hotspot available for Internet access. Can your AirPort Extreme equipped MacBook connect to this network? 5. A customer asks you if an AirPort Express Base Station can connect to a USB

printer. What is the answer?

6. What is this icon and what is it showing?

7. Name three potential sources of AirPort signal interference.

8. What is an AirPort ID? 9. Using the resources on the Apple Support site, locate and review the steps necessary to set up an Apple Wireless Mouse. What utility do you use to set up this product? 10. A customer wishes to set up his new Time Capsule (Early 2009) so that his faster wireless clients connect at their maximum speed without being slowed by other wireless clients connecting at slower speeds. Is this possible, and, if so, how?

11. OPTIONAL: If you have access to a Mac equipped with AirPort Extreme and an AirPort Extreme Base Station, do the following activities. Use the AirPort references cited in this course to assist you: a. b. c. d. Reset the base station to factory default. Set up the base station to join a WAN that provides Internet access. Create a closed network between the base station and the Mac. Return the Mac and the base station to their original settings. NOTE: Do NOT use systems that contain any information you cannot afford to lose!

Next: AirPort Standards

AirPort Standards

Introduction What is IEEE What IS IEEE 802.11? What is AirPort? What is WiFi? What is AirPort Extreme? 802.11n Specifications Overview 802.11n Backwards Compatibility Supported Channels

Introduction When first encountering wireless networking standards, it is easy to get confused by the numerous names you can find for the same standard. To better understand this nomenclature, review the following FAQ.

What IS IEEE?

The Institute of Electrical and Electronics Engineers (IEEE) is a professional organization that sets industrial standards for a number of industries. One set of standards provided by this group addresses wireless communication between computers and networks. This set of standards is known as IEEE 802.11.

What IS IEEE 802.11? The IEEE 802.11 standards consist of a number of different protocols for wireless communication. Some of these protocols are used widely. The most popular versions are: 802.11 Wireless Bands, Maximum Speeds and Frequencies
802.11 _ b g a n Maximum Network Speed Frequency Band (Mbps) (GHz) 11 54 54 270 2.4 2.4 5.0 2.4, 5.0

IEEE 802.11b - This later standard is used in the original Apple AirPort hardware. It uses the 2.4 GHz band and has a maximum data transfer rate of 11 Mbps. IEEE 802.11g - This is the standard used in AirPort Extreme and AirPort Express hardware. It uses the 2.4 GHz band and has a maximum transfer rate of 54 Mbps. IEEE 802.11a - This standard uses the 5 GHz band to communicate and can transfer data at a maximum of 54 Mbps. AirPort Extreme 802.11n, Time Capsules, and recent Mac computers can join and create such networks. IEEE 802.11n - This is the standard used in current AirPort Extreme 802.11n hardware. It uses the 2.4 GHz and 5 GHz bands and has a maximum transfer rate of 270 Mbps. AirPort Extreme 802.11n, Time Capsules, and recent Mac computers can join and create such networks.

What is AirPort? AirPort was introduced for Apple products in January, 1999. AirPort is the name for Apple's wireless networking technology products that are compliant with the IEEE

802.11b standard. Apple AirPort wireless technology is compatible with all WiFi-certified wireless networking equipment. Note: AirPort is known as AirMac in Japan.

What is WiFi? WiFi is an alternative name for implementations of the IEEE 802.11 standards. It is commonly used on Windows-based PCs. Apple AirPort systems are compatible with WiFi networks as they are both using the same IEEE 802.11 standard. For more information on WiFi, you can review the WiFi Alliance website.

What is AirPort Extreme? AirPort Extreme originally referred to Apple's implementation of the IEEE 802.11g standard. It was announced in January, 2003 and provided a higher maximum transfer rate of 54 Mbps. With the introduction of the AirPort Extreme 802.11n Base Station, AirPort Extreme now refers to Apple's implementation of all currently supported IEEE wireless networking standards.

802.11n Specifications Overview The 802.11n specification improves upon previous versions in performance, range, and reliability. Apple products that support 802.11n can achieve data transfer speeds up to five times those of 802.11g wireless networks, while achieving up to twice the

range. AirPort Extreme 802.11n, Time Capsules, and recent Macs support 802.11a, b, g, and n specifications. In the simplest of terms, 802.11n-compatible AirPort products achieve their speed using a technique called Multiple-Input Multiple-Output (MIMO) that employs signal processing and multiple smart antennas to transmit multiple data streams simultaneously. This is why a Mac that uses 802.11n typically has more than one AirPort antenna cable connected to its AirPort Extreme card.

802.11n Backward Compatibility The 802.11n specification is backward-compatible with the 802.11a/b/g specifications. Computers with wireless equipment based on those earlier standards are still able to use Apple's 802.11n-compatible AirPort products, such as Time Capsule.
Single-band Radio Behavior

Prior to the introduction of the 'dual-band' AirPort Extreme Base Stations and Time Capsules, all previous base stations and Time Capsules had only one radio, which could be configured for either the 2.4 GHz or 5 GHz bands. Because these older products had only a single radio, the performance of the network would be reduced if clients with slower wireless cards connected to it. For example, if you have an AirPort Extreme (Gigabit) on a home network and one of the computers using this network has an older 802.11b wireless card, the network performance will operate below 802.11n levels as long as the 802.11b client is connected. When both 802.11b and 802.11g clients use an AirPort Extreme network created by these older products, each type of client receives an appropriate data throughput rate. The 802.11g clients continue to receive data at a higher rate than 802.11b clients. When configuring AirPort Extreme (802.11n), AirPort Extreme (Gigabit), AirPort Express (Early 2008), and original Time Capsule Base Stations with AirPort Utility, you can choose the frequency for your wireless network that is the most compatible with computers joining your network.

If you expect computers that use 802.11b or 802.11g to join your network, choose "802.11n (802.11b/g compatible)" from the Radio Mode pop-up menu. If you expect computers that use 802.11a to join your network, choose "802.11n (802.11a compatible)." If you expect only computers using 802.11n to join your network, choose either "802.11n only (2.4GHz)" or "802.11n only (5 GHZ)" from the Radio Mode pop-up menu. That way, you can optimize your wireless network to perform at the fastest possible speed for the kind of client computers that will be connecting to it.
Dual-Band Radio Behavior

In early 2009, Apple introduced AirPort Extreme Base Stations and Time Capsules with simultaneous dual-band radios. Having two radios provides a way to achieve maximum speed for clients connected using either radio band (2.4 GHz or 5 GHz). Dual band technology is discussed later in this course.

Supported Channels AirPort Extreme and Time Capsule products transmit over the 2.4GHz or 5GHz frequency bands and can also use a number of channels. Because other devices use the same frequencies, only some channels supported by these products are approved for use in any given country where the base station is sold. Here is a list of channels approved for use by each country or region where AirPort Extreme and Time Capsule is sold:
Channels Australia Hong Kong New Zealand Japan Europe United States Canada 1-13, 36-64, 149-165 1-14, 36-64, 100-140 1-13, 36-64, 100-112, 132-140 1-11, 36-48, 149-165

The channel is the radio frequency over which your wireless device communicates. If you use only one device (for example, at home), you probably wont need to change

the channel frequency. If you set up several wireless devices in a school or office, use different channel frequencies for devices that are within approximately 150 feet of each other. Adjacent wireless devices should have at least 4 channels between their channel frequencies. So if device A is set to channel 1, device B should be set to channel 6 or 11. For best results, use channels 1, 6, or 11 when operating your device in the 2.4 GHz range. Choose Manually from the Radio Channel Selection pop-up menu, and then click Edit to set the channels manually. AirPort-enabled computers automatically tune to the channel frequency your wireless device is using when they join the AirPort network. If you change the channel frequency, AirPort client computers do not need to make any changes. Back to top

Next: AirPort Hardware Overview

AirPort Hardware Overview

Hardware Overview

Hardware Overview Here you see the array of AirPort products that Apple has introduced since 1999. Products with RED TEXT are discontinued. Please note that discontinued products may still be supported by Apple. Refer to Apple support article HT1752, "Vintage and obsolete products", for more information about which products are still supported.
IEEE Maximu 802.11 Introduce Discontinue m Standards d d Transfer Supporte Rate d Maximu m Range

Hardware

Notes

AirPort Card July, 1999 June, 2004 b

150 Feet Original (11 Mbps) AirPort Card 11 Mbps Usually 300 Feet installable by (1 Mbps) customer. Normally user installable. All newer Mac 50 Feet computers use (54 Mbps) a different AirPort card 240 Feet that is not user 54 Mbps (6 Mbps) installable. 300 Feet See HT3024 fo (1 Mbps) r a list of Mac computers that use this card.

AirPort Extreme Card Jan, 2003 Jan, 2009 b, g

AirPort Base Station (Graphite) July, 1999 November, 2001 b 11 Mbps

150 Feet (11 Mbps) 300 Feet (1 Mbps)

Original Base Station - Has only one Ethernet connection (WAN) and is reset via pin hole on bottom of unit. Similar to Graphite model save for LAN Ethernet connection being added and reset button being moved to between LAN Ethernet connection and power cable.

AirPort Base Station (Dual Ethernet) November, 2001 January, 2003 b 11 Mbps

150 Feet (11 Mbps) 300 Feet (1 Mbps)

AirPort Extreme Base Station

January, 2003

June, 2004

b, g

50 Feet Did not offer a 54 Mbps (54 Mbps) modem connector or

(no modem)

240 Feet external (6 Mbps) antenna connector. 300 Feet Otherwise, (1 Mbps) same as AirPort Extreme Base Station. Unit allows 50 Feet power to be (54 Mbps) supplied via the WAN 240 Feet 54 Mbps Ethernet (6 Mbps) connection in compliance 300 Feet with the UL (1 Mbps) 2043 standard. This product offers IEEE 802.11g connections for up to 10 devices rather than the up to 50 devices feature found on other AirPort Extreme Base Stations.

AirPort Extreme Base Station (PoE/UL 2043) April, 2004

January, 2007

b, g

AirPort Express June, 2004 March, 2008 b, g 54 Mbps

50 Feet (54 Mbps) 240 Feet (6 Mbps) 300 Feet (1 Mbps)

AirPort Express (Early 2008) March, 2008 N/A a, b, g, n

First AirPort Express base station to offer Up to 2X IEEE 802.11n 270 Mbps 802.11g standard. This range product also offers printer sharing over USB. First base Up to 2X station to offer 270 Mbps 802.11g IEEE 802.11n range standard, and hard disk

AirPort Extreme Base Station (802.11n)

January, 2007

August, 2007 a, b, g, n

sharing in addition to printer sharing over USB. AirPort Extreme Base Station (Gigabit) Same as AirPort Up to 2X Extreme Base 270 Mbps 802.11g Station range (802.11n) but with Gigabit Ethernet ports. Same as AirPort Up to 2X Extreme Base 270 Mbps 802.11g Station range (Gigabit) but with dual-band radios. Same as AirPort Extreme Base Station (Gigabit) and Up to 2X includes a 500 270 Mbps 802.11g GB or 1 TB range internal HD for use with Mac OS X v10.5 (or later) Time Machine for backups Same as Time Capsule but with dual-band Up to 2X radios. Later 270 Mbps 802.11g models also range have a larger 2 TB internal HD.

August, 2007

March, 2009

a, b, g, n

AirPort Extreme Base Station (Early 2009)

March, 2009

N/A

a, b, g, n

Time Capsule

January, 2008

March, 2009

a, b, g, n

Time Capsule (Early 2009)

March, 2009

N/A

a, b, g, n

For more information on AirPort hardware, see Apple Support article TA21440, "Identifying AirPort hardware."

Back to top

Next: Dual-Band Overview

Dual-Band Overview

Simultaneous Dual Band Additional Options in AirPort Utility For More Information

Simultaneous Dual Band The AirPort Extreme (Early 2009) and Time Capsule (Early 2009) are based on the IEEE 802.11n specification with multiple-input multiple-output (MIMO) technology. Both devices feature multiple antennas to deliver maximum speed and range. These products contain two radios, where previous Apple wireless products contained only one radio. This capability is known as "simultaneous dual-band", so these products can work in both the 2.4 GHz or 5 GHz spectrum at the same time. It's almost like having two base stations in one. The AirPort Extreme (Early 2009) or Time Capsule (Early 2009), can be configured to create two high-speed Wi-Fi networks: a 2.4 gigahertz (GHz) network for 802.11b, 802.11g, and 802.11n devices, such as iPhone, iPod touch, and older computers; and a 5 GHz network for 802.11n and 802.11a devices, such as newer computers and Apple TV. Some Wi-Fi devices use the 2.4 GHz wireless band, including iPhone, iPod touch, and devices using 802.11b/g. Other devices can use either 2.4 GHz or the higher-speed 5 GHz band, such as the latest 802.11n-based Mac computers and Apple TV. Instead of choosing one of the bands, AirPort Extreme now operates simultaneously on both bands, and your multi-band devices automatically use the best available band. This means all your Wi-Fi devices get the fastest possible wireless performance and the best possible range.

Additional Options in AirPort Utility The following additional options and choices appear for Wireless Mode, Radio Mode and Wireless Security when you hold down the 'Option' (Alt) key on your keyboard as you select these popup menus in AirPort Utility 5.4 and later, when configuring simultaneous dual-band AirPort products:

Additional Wireless Security Options

Additional Radio Mode Options

Additional Wireless Mode Options

You can configure many more options for radio mode than are listed in the normal menu. You must select the Radio Mode popup menu while holding down the 'Option' (Alt) key on your keyboard while in AirPort Utility, in order to access the additional radio mode menu choices. If youre setting up an 802.11n-based AirPort device, you can also use WEP (Transitional Security Network) if both WEP-compatible and WPA/WPA2compatible computers will join your network. You must select the Wireless Security popup menu while holding down the 'Option' (Alt) key on your keyboard while in AirPort Utility, in order to access the 'WEP (Transitional Security Network)' menu choice. You can still configure WDS between these wireless products and older Apple wireless products that support WDS. You must select the Wireless Mode popup

menu while holding down the 'Option' (Alt) key on your keyboard while in AirPort Utility, in order to access the 'Participate in a WDS network' menu choice.

Extending your 802.11n wireless network to another base station or Time Capsule that supports 802.11n is even easier than configuring WDS. Select 'Allow this network to be extended' when setting up your primary 802.11n base station / Time Capsule wireless network. Then select 'Extend a wireless network' from the remote base station / Time Capsule and select the primary wireless network name to join and extend the primary 802.11n network.

For More Information For much more information and details about how to configure and use dual-band products, please refer to the Apple support document titled 'Apple_AirPort_Networks_Early2009.pdf' (U.S. English only). This document provides information about the AirPort Extreme (Early 2009), AirPort Express (Early 2008), and Time Capsule (Early 2009), and detailed information about designing 802.11n networks with AirPort Utility version 5.4, for computers using Mac OS X v10.5 or later, and Windows Vista or Windows XP with Service Pack 2 or later. If youre using previous versions of Mac OS X, or are setting up earlier versions of AirPort devices, youll find more information at www.apple.com/support/airport. Return to top

Next: AirPort Extreme

AirPort Extreme

AirPort Extreme Overview Front View Rear View

System Requirements Ethernet Ports USB Port

AirPort Extreme Overview The AirPort Extreme series of base stations have a form factor similar to that of the Mac mini and the Apple TV. There are four Ethernet ports (WAN port + three LAN ports), and these ports have link lights to aid in troubleshooting. The USB 2.0 port facilitates printer sharing and also provides for sharing an external USB hard drive over the network. These products are configured using the built-in AirPort Utility application in Mac OS X. A Windows version of this application is also available from Apple's download page. Note: The information presented here applies to recent, currently-available AirPort Extreme base stations only. Please refer to the following Apple support resources for more information: http://www.apple.com/airportextreme/ http://www.apple.com/support/airport/

Front View AirPort Extreme has one multi-color LED on the front of the unit:

This LED indicates the status of the AirPort Extreme at a glance. The different states are:
Light Off Flashing green Solid green Flashing amber Solid amber Flashing amber and green Status/Description AirPort Extreme is unplugged or otherwise not receiving power. AirPort Extreme is starting up. The light flashes for one second. AirPort Extreme is on and working properly. If you selected the option to Flash On Activity in the AirPort Utility, the status light may flash green to indicate normal activity. AirPort Extreme has one or more status message that needs attention. AirPort Extreme is completing its startup sequence. There may be a problem starting up. The base station will restart.

The status light condition is also reflected in the AirPort Utility. Please refer to Apple support article TS1589, "AirPort Extreme (802.11n): Base station displays a blinking amber light (LED)" for more information about interpreting the status LED.

Rear View The rear panel of the AirPort Extreme contains the ports for sharing, network connections, a security slot, and a reset button:

1. Power 2. USB 2.0 port 3. Gigabit WAN port Gigabit LAN ports 4. (3) 5. Link light (4) 6. Reset button 7. Security slot

System Requirements The system requirements for accessing and managing the AirPort Extreme are:
System Requirements Setup and administration Wireless client access Sharing a USB printer For Mac Users Mac with Mac OS X v10.5.7 or later, CD drive, and Ethernet or wireless networking capability For PC Users PC with Windows XP (SP3) or Windows Vista (SP1) or later, CD drive, and Ethernet or wireless networking capability

Mac with AirPort or AirPort PC with Wi-Fi Certified Extreme wireless capability 802.11a/b/g/n card

USB printer Mac with Mac OS X

USB printer PC with Windows XP

v10.2.7 or later

(SP3) or Windows Vista (SP1); Bonjour for Windows (included on AirPort Extreme CD)

PC with Windows XP (SP3) or AirPort Disk with Mac with Mac OS X v10.4.8 Windows Vista (SP1); Bonjour a USB hard drive or later for Windows (included on AirPort Extreme CD)

Ethernet Ports The AirPort Extreme has four RJ-45 10/100/1000 BASE-T Ethernet ports. One port is designated as the WAN port and is used to connect to an external network, such as an existing Ethernet network or the Internet (via cable or DSL modem). The other three are LAN ports, and you use them to connect non-wireless clients and devices to the internal network. All four ports have a green LED link light capable of two states: On or Off. The illuminated state indicates that an Ethernet link is present. If the link light is off, then no link is present, suggesting that an Ethernet cable is not connected at either end or that the Ethernet port is not active on the connected device.

USB Port

AirPort Extreme has one USB 2.0 port, which is also compatible with older USB specifications. You can connect printers and hard drives can be connected to this USB port. You manage both types of devices using the AirPort Utility. A USB hub allows you to connect more than one USB device at the same time. If you use a USB hub, it should be a powered hub capable of supplying power to connected devices. If you use a non-powered USB hub, the connected devices should have their own power source. The USB port in the AirPort Extreme does supply power and should be sufficient to power a single USB hard drive. Printers or multiple devices need to draw power from other sources. Please refer to Apple support article HT2421, "Uses for the USB port of Time Capsule, AirPort Extreme, AirPort Express", for more information about using the USB port on the AirPort Extreme, Express, or Time Capsule Base Stations. Return to top

Next: AirPort Express

AirPort Express (Early 2008)

AirPort Express (Early 2008) Overview

AirTunes Overview Bottom and Side Views AirTunes Requirements

AirPort Express (Early 2008) Overview The AirPort Express (Early 2008) Base Station is a full-featured wireless access point that is smaller and more portable than other base station designs.

Features include:

Based on the IEEE 802.11n standard Data transfer speed of up to 270 Mbps Works with your DSL or cable modem Up to 10 simultaneous users can share a connection Wireless USB printing Protects your network with Wi-Fi Protected Access (WPA) or 128-bit WEP Built-in firewall

Note: The information presented here applies to recent, currently-available AirPort Express base stations only. Please refer to the following Apple support resources for more information: http://www.apple.com/airportexpress/ http://www.apple.com/support/airport/

AirTunes Overview AirTunes allows an AirPort Express (Early 2008) Base Station to play your iTunes music on your stereo (or powered speakers) from just about any room in your house.

No need to connect cables from your computer to your stereo: you can play your iTunes music on your AirPort-equipped Mac or Wi-Fi-compliant PC through your stereo, wirelessly. The AirPort Express (Early 2008) Base Station supports either an analog or optical digital audio connection to your audio equipment. The single audio port on the base station supports analog or optical digital cables. AirPort Express can function as a full-fledged wireless access point, or it can join an existing network just to offer its wireless print server and audio features. When AirPort Express does that, it is in "client mode." Please refer to Apple support article HT2272, "AirPort Express: What is client mode?" for more information about AirPort Express, AirTunes, and client mode.

Bottom and Side Views

1. 2. 3. 4. 5.

Status light AC plug adapter USB Printer port (for printing to one printer only, not for shared hard disks) Reset button WAN (Ethernet) 10/100 port

6. Analog/Optical Audio mini-jack Please refer to Apple Support article HT2610, "AirPort Express status light (LED) behavior and meanings", for more information regarding how to interpret the status light.

AirTunes Requirements The system requirements for accessing and managing AirPort Express (Early 2008) are:
System Requirements Setup and administration Wireless client access For Mac Users Mac with Mac OS X v10.4 or later, CD drive, and Ethernet or wireless networking capability Mac with AirPort or AirPort Extreme wireless capability

For PC Users PC with Windows XP (SP2) or Windows Vista, CD drive, and Ethernet or wireless networking capability PC with Wi-Fi Certified 802.11a/b/g/n card

USB printer Mac with Mac OS X v10.2.7 or later

USB printer PC with Windows XP (SP2) or Windows Vista; Bonjour for Windows (included on AirPort Express CD)

Sharing a USB printer

Note: A Mac or PC can access AirTunes speakers over both Wireless and Ethernet connections, so having a wireless card for either platform is not a strict requirement. For more information about the AirPort Express (Early 2008) Base Station, please refer to Apple Support article HT1515, "AirPort Express frequently asked questions (FAQ)". Return to top

Next: Time Capsule

Time Capsule

Product Overview Front and Rear Views System requirements

Product Overview Time Capsule is a revolutionary backup device that works wirelessly with Time Machine in Mac OS X v10.5 Leopard and later. It automatically backs up everything, so you never have to worry about losing your important files. Time Capsule is also a full-featured 802.11n Wi-Fi base station. It operates in the 2.4GHz and 5GHz bands simultaneously and now delivers even faster performance and greater range for your Wi-Fi devices. Compared to the AirPort Extreme (802.11n), Time Capsule is slightly larger. In addition to the internal hard drive, Time Capsule also integrates the power supply into the base station so it doesn't have a separate power adapter like an AirPort Extreme. Time Capsule also has a large silver Apple logo on the top surface. All other outward physical appearances, including external ports and connectors, are identical to the AirPort Extreme. Note: The information presented here applies to recent, currently-available Time Capsules only. Please refer to the following Apple support resources for more information: http://www.apple.com/timecapsule/ http://www.apple.com/support/airport/

Front and Rear Views

Time Capsule - Front View

Time Capsule - Rear View

The front LED indicates the status of the Time Capsule at a glance. The different states are:
Light Off Solid Amber Flashing Amber Solid Status/Description Time Capsule is unplugged. Time Capsule is completing its startup sequence. Time Capsule cant establish a connection to the network or the Internet, or is encountering a problem. Make sure you have installed AirPort Utility and use it to get information about what might cause the status light to flash amber. Time Capsule is on and working properly. If you choose Flash On

Green

Activity from the Status Light pop-up menu (in the Base Station pane of AirPort settings in AirPort Utility), the status light may flash green to indicate normal activity. There may be a problem starting up. Time Capsule will restart and try again. Time Capsule is ready to allow a wireless client access to the network.

Flashing Green Solid Blue

System Requirements The system requirements for accessing and managing Time Capsule are:
System Requirements Setup and administration Wireless client access For Mac Users Mac with Mac OS X v10.5.7 or later, CD drive, and Ethernet or wireless networking capability For PC Users PC with Windows XP (SP3) or Windows Vista (SP1), CD drive, and Ethernet or wireless networking capability

Mac with AirPort or AirPort PC with Wi-Fi Certified Extreme wireless capability 802.11a/b/g/n card

USB printer Mac with Mac OS X v10.2.7 or later

USB printer PC with Windows XP (SP3) or Windows Vista (SP1); Bonjour for Windows (included on AirPort Extreme CD)

Sharing a USB printer

PC with Windows XP (SP3) or AirPort Disk with Mac with Mac OS X v10.4.8 Windows Vista (SP1); Bonjour a USB hard drive or later for Windows (included on AirPort Extreme CD) Backup using Time Machine Mac computer with Mac OS Not Available X v10.5.7 or later

Back to top

Next: Base Station Setup Overview

Joining an AirPort Network

Association Configuring AirPort Service AirPort Menu AirPort Information in System Profiler

Association Association is a process by which an AirPort client establishes a relationship with (joins, or connects to) an AirPort base station. In password protected AirPort networks, authentication is a part of the association process. The association process is rather complex. The following steps are a simplified version of this process:

The client sends a probe (association request) spanning the entire wireless frequency band (all available channels) searching for in-range base stations. The client receives an association response from the in-range base stations (only stations that authenticate the client will send an association response). The client determines which of the association responses has the best communication quality (signal-to-noise ratio). The client establishes an association with the base station that has the best communication quality and joins the network.

Important: A client can only be associated with one AirPort base station at a time. Once the client joins the base station's network, the base station typically assigns IP address settings to the client using DHCP, to allow it to communicate with other network resources.

Configuring AirPort Service To configure AirPort connectivity, open Network preferences, click on the AirPort entry in the list and select a wireless network to join from the Network Name popup menu. Notice that the AirPort network status is yellow in the example below because AirPort is on (active) yet not configured (no network has been joined):

The advanced options for AirPort are available by clicking Advanced. On the AirPort tab, you can define which preferred wireless networks to join, as well as configure other settings related to the wireless connection:

When viewing or configuring AirPort using Terminal commands, Mac OS X refers to this port as 'en1'. On Mac computers with multiple built-in Ethernet ports, such as the Mac Pro, the AirPort port is 'en2'. Please refer to Apple support article HT1145, "AirPort Quick Assist" for more information about configuring AirPort for network services.

AirPort Menu The AirPort menu is displayed by default on all AirPort-capable Mac computers. You can select and join wireless networks from this menu. When you select the AirPort item in the menu bar on a Mac with Snow Leopard, you will see signal strength for all available wireless networks, so you can see which access point has the best signal before selecting it:

Your current network is always listed first, with a checkmark next to it. Other networks are listed alphabetically. Notice that secure wireless networks are identified with a lock icon. When you open the AirPort menu, the first menu item (normally AirPort: On) briefly indicates that the computer is scanning for new networks. Before any network is selected, the AirPort signal strength icon animates during the scanning process: Here is a table that describes the various AirPort menu item symbols and their meaning:
The Mac is not connected to a wireless network. The Mac is connected to a network with a valid IP address and a strong signal. The Mac is connected to a network with a valid IP address, but has a relatively weak signal and a slow connection speed. The Mac is connected to a network but does not have a valid IP address* AirPort is turned off. The Mac is using Internet Sharing to create a wireless network for others to join. The Mac is either hosting or joined to a computer-to-computer wireless network.

*Note: The AirPort menu bar icon displays an exclamation point if the computer has a self-assigned (169.254.x.x) IP address or no IP address while joined to a network.

This is a useful indication that the customer's connection issue exists between his or her Mac and the AirPort base station, Time Capsule, or other wireless router, not between the router and its Internet connection.

AirPort Information in System Profiler You can view a list of local networks and technical information about them in the Network > AirPort section of System Profiler in Snow Leopard. This can help you when troubleshooting wireless issues, when determining which network the Mac has joined:

Return to top

Next: Computer-to-Computer

Computer-to-Computer

Computer-to-Computer Network Overview Benefits Limitations How to Set Up a Computer-to-Computer Network Troubleshooting Tips

Computer-to-Computer Network Overview You can create a wireless network between two or more AirPort-enabled computers without using an AirPort base station. Using what is known as a computer-tocomputer network, you can share files or play your favorite multiplayer network game over the airwaves. A Computer-to-Computer (also known as IBSS) network is a wireless only peer-topeer network, sometimes referred to as an ad-hoc network. In a computer-to-computer network, there is no central collection point or access point for wireless Ethernet packets to flow through. Computer-to-computer networks can be created at any time and by any wireless client computer that supports IBSS. Once one wireless client computer creates a computer-to-computer network, other wireless client computers in signal range may join that network. The computer-tocomputer network will exist as long as at least one of the wireless client computers that created or joined the network is still running and in signal range. Since there is no DHCP server in a computer-to-computer network, each client computer will assign itself a 169.254.x.y IP address, with a subnet mask of 255.255.0.0. The last two octets (x.y) are randomly selected by each computer. Since each computer will automatically select a different IP address in the same network range, all computers on a computer-to-computer network can communicate with one another locally, without needing to assign any IP addresses.

Benefits The main benefits of using computer-to-computer mode is that you do not need an AirPort Base Station or other wireless access point to establish basic wireless connectivity between two or more computers acting as AirPort clients. This means you can easily set up a temporary peer-to-peer wireless network to share files or play network games between multiple wireless computers. These may be a mix of Mac desktop or portable computers, as well as other wireless computers that support WiFi and IBSS protocols.

Limitations This type of network is only useful for peer-to-peer basic wireless networking. It does not provide any way to access any other wired or wireless networks or the Internet. The computer-to-computer network that you create is a completely isolated network, using private IP addressing in the 169.254.x.y range. Think of computer-to-computer mode as the wireless equivalent of having an Ethernet hub and some Ethernet cables to connect two or more computers to each other, but to nothing else.

How to Set Up a Computer-to-Computer Network To create a computer-to-computer network: 1. Choose Create Network from the AirPort status icon in the menu bar. 2. If the icon isnt in the menu bar, choose Apple > System Preferences, and then click Network. Click AirPort and select the Show AirPort status in menu bar checkbox. 3. Give the network a name and select a channel from the pop-up menu. The

default channel is 11, but you can choose channel 1 or channel 2. 4. Select the Require Password checkbox to protect your network with a password. Type the password users will need to enter in order to join your network. Do one of the following: Type a password of exactly 5 ASCII characters or 10 hexadecimal digits if you chose 40-bit WEP (more compatible) from the Security pop-up menu. Type a password of exactly 13 ASCII characters or 26 hexadecimal digits if you chose 128-bit WEP from the Security pop-up menu. Other AirPort-enabled computers within range can join the network you created by choosing it from their AirPort status icon, or by choosing it from the Network Name pop-up menu in the AirPort pane of Network preferences. Please note that AirPort computer-to-computer networks are not compatible with WPA or WPA2 protected networks.

Troubleshooting Tips If you type an incorrect password when you join a computer-to-computer network, you will not be able to access other computers on the network, but you may not see any error message explaining the problem. Make sure you know the correct password and try to join again. You also need to know what kind of password the network uses. Ask the owner of the network what kind of password the network uses, WEP 40/128-bit hex or WEP 40/128-bit ASCII, for example, and then choose it from the Wireless Security pop-up menu. Return to top

Next: Basic Wireless Security

Basic Wireless Security

Wireless Security Overview Security Options WEP and WPA Differences Mac Computers, PCs and WEP-Encrypted Wireless Networks

Wireless Security Overview Wireless networks can approach the security inherent in wired networks with proper configuration. Wireless networks that use AirPort Extreme, AirPort Express, or Time Capsule Base Stations have multiple security features. The first one is always in use, the other options that can be used at the discretion of the administrator:

The method of transmission, DSSS, was developed by the U.S. military to prevent unauthorized access. Wired Equivalency Privacy (WEP) or Wi-Fi Protected Access (WPA) encryption can be enabled as part of the AirPort Extreme/Express/Time Capsule Base Station's configuration. Wireless networks can be password protected. AirPort Extreme/Express/Time Capsule Base Stations can be programmed by the network administrator to only allow entry to authorized clients (through Media Access Control (MAC) address access control). AirPort Extreme/Express/Time Capsule Base Stations can be programmed as closed networks, not appearing in the list of available networks, requiring the client to know the name of the network. AirPort Extreme/Express/Time Capsule Base Stations also include WAN Privacy. This prevents unauthorized management access through the WAN port. The AirPort Extreme/Express/Time Capsule Base Station also supports timed

access controls. With timed access, network access (both wired and wireless) through the base station is restricted based on the time of day and/or day of the week.

Security Options The AirPort Utility provides three different options for wireless security: WEP, WPA2 Personal, and no security. WEP, or Wired Equivalent Privacy, was first defined in the IEEE 802.11b standard and designed to provide the same level of security as a wired network. However, it has been discovered that WEP is not as secure as intended and is being phased out by more secure standards such as WPA. Still, some older equipment may only support WEP and even using WEP is better than having an open wireless network. WPA, or Wi-Fi Protected Access, is generally the standard that replaces WEP. WPA was created by the Wi-Fi Alliance and is based on IEEE 802.11i. WPA provides two basic improvements over WEP: Improved data encryption and user authentication. In an effort to provide the best security and compatibility between the two standards, the IEEE 802.11i specification defines a Transitional Security Network. This network is designed to allow clients to connect using either WEP or WPA, whichever is supported by the client hardware. In providing that compatibility, it is not as secure as the standard specified in 802.11i. Since it is more robust than WEP, it's still an improvement and is a good interim solution until the 802.11i standard is finalized.

WEP and WPA Differences Which security option in AirPort Utility you choose depends on your client hardware. If you have all Mac clients and all are updated with the latest AirPort software, you can go with the more secure WPA option. However, if you have PC clients with older wireless hardware, you may need use the

WEP option. The WEP option in AirPort Utility is actually an implementation of the Transitional Security Network as defined above. It should then be possible for older WEP clients and newer WPA clients to connect to the same network. This is the best solution in a mixed environment of new and old clients. Keep in mind that the security level offered by this option is not as robust as the WPA option. When setting up WEP, you will need to setup and use a password that is 13 characters in length. The password length cannot be longer or shorter. When setting up WPA, your password should be between 8 and 63 characters in length. Both WPA and WEP passwords can be retained in keychains.

Mac Computers, PCs and WEP-Encrypted Wireless Networks

Mac Computers Joining Encrypted AirPort Wireless Networks

When client Mac computers with an AirPort card join an encrypted AirPort Extreme/Express/Time Capsule Base Station using WEP, the password that is supplied by the client appears to be in plain text form. The AirPort client software automatically converts this 'WEP password' into the appropriate WEP encryption key in the background. The AirPort firmware running in the AirPort Extreme/Express/Time Capsule base station has corresponding algorithms to decrypt that key. Therefore, nothing special needs to be done by the user in this 'AirPort to AirPort' case; the user simply supplies a password and the AirPort client / base station software does the rest. This is not the case when Mac computers attempt to join a non-Apple WEP-encrypted wireless network, or when a non-Apple client (such as a PC running Windows) attempts to connect to a WEP-encrypted AirPort Extreme/Express/Time Capsule base station. The sections below explain what to do to successfully join the wireless network in both of these cases.
Mac Computers Joining Non-Apple WEP-Encrypted Wireless Networks

If you want to join a non-Apple WEP-encrypted wireless network from a Mac with an AirPort card, you must use one of two different styles for password entry (which one you must use is decided by the network administrator). They are:

ASCII password Hexadecimal password

The screenshot below shows the 'Join Other...' window that is accessible from the AirPort menu in Mac OS X v10.5 Leopard. The Security pop-up menu in this window (shown separately below) lists available security options for joining the desired network using ASCII or hexadecimal passwords.

The Apple Support article HT1126, "AirPort, Time Capsule: Joining an encrypted wireless network", contains information and instructions for how to join a non-Apple WEP-encrypted wireless network. When referring to the instructions in this article, pay close attention to the special characters you will need to include when entering ASCII or hexadecimal passwords. For example, if you were given a password that is plain ASCII text, use the double quotation mark (") before and after the password. These are case-sensitive, and they are at least five characters long for 40-bit encrypted networks or at least 13 characters long for 128-bit encrypted networks. Example of 40-bit: "pw123" Example of 128-bit: "password12345" If you were given a password that uses only the hexadecimal range of characters (which are: abcdef0123456789), add a dollar sign ($) before the password. These passwords are at least 10 characters long for 40-bit encrypted networks or at least 26 characters long for 128-bit encrypted networks. Note: In a hexadecimal password, the dollar sign is called the Hex Escape. It notifies the software that the characters that follow it should be treated as a hexadecimal number. Other possible hex escapes are "0x" and "0X" (zero-x, and the "x" may be upper or lower case). Example of 40-bit: $1234abcdef Example of 128-bit: $12345678901234567890abcdef Note: If you are not sure which type your password is, try both of the methods above, or contact the network administrator for information about your password.
Non-Apple Clients Joining WEP-Encrypted AirPort Wireless Networks

If you want a non-Apple client (such as a PC running Windows) to join a WEPencrypted AirPort Extreme/Express/Time Capsule Base Station, you must first determine the equivalent network password for your base station using AirPort Utility. Once you have obtained this ASCII / Hexadecimal equivalent WEP password, you can then enter this as the WEP key on the non-Mac client to successfully join the AirPort network.

Apple Support article HT1790, "AirPort Extreme: Getting an equivalent network password", contains information and instructions for how to obtain this equivalent network password. Return to top

Next: AirPort Wireless Troubleshooting

Wireless Troubleshooting

Troubleshooting Strategy Can't Connect to the Base Station Can't Configure Performance Degradation and/or Random Disconnections Can't Mount Time Capsule Drive/Can't Back Up External Drive Won't Mount AirPort Troubleshooting Guides Resetting AirPort Extreme, Express Base Stations & Time Capsule AirPort Client Software and Base Station Firmware

Troubleshooting Strategy AirPort products are routers, managing traffic between multiple devices, both wireless and wired, connected to them. In most cases, they also manage connecting those same devices to a shared Internet connection. Adding hard drives, printers, Time Capsule, and backups can add even more complexity. You should approach complex situations systematically to save time for both you and the customer. Use these simple rules to approach any troubleshooting scenario: 1. Don't assume. Don't assume that you know what the customer is saying or

indicating. If you're not sure, ask. Know for certain that you understand the issue; don't assume you know the answer, or jump to conclusions. Instead, be methodical and make sure you understand the customer's issue before proceeding. 2. Try "quick fixes" first. Simple mistakes cause most issues, so address those first to resolve most issues. For example, don't immediately reset the base station to resolve a connectivity issue; the customer may have simply forgotten the password. Efficient troubleshooting can solve the customer's issue quickly, increasing customer satisfaction. 3. Progress from least destructive solutions to more destructive solutions. This coincides with the previous step, and the simpler things are usually the least destructive steps. For example, if a customer has a mix of Mac and PC wireless clients, and the Mac computers can connect without issue but the PCs can't, you shouldn't first try performing a hard reset on the base station. That's one of the most destructive steps you can take because the base station then needs reconfiguration. Instead, ask questions about the PCs like what OS do they have and what type of wireless cards do they use? Following this line of questioning should provide a resolution. 4. Verify your solution. Again, don't assume it's correct; be sure. Customers understandably get frustrated if they have to call or come back because the original solution didn't fix the problem. Take the time to verify the solution. These rules don't apply to every situation. In the case of interference or poor base station placement, you can only make suggestions. However, you can at least eliminate any other consideration, and have more confidence that the solution you offer will resolve the issue.

Can't Connect to the Base Station This broad situation requires you to focus on the source of the issue before you can find possible solutions. Try these broad steps for troubleshooting: 1. Check passwords.

2. Check base station status. 3. Verify access to the correct network. 4. Check interference. 5. Verify proper configuration of clients. 6. Verify proper configuration of base stations. 7. Verify AirPort Utility version. In just about every case, you should try or verify all of these things before you reset the base station.

Can't Configure Check for these issues that prevent the initial setup of a base station: 1. Make sure that the customer has connected the computer via Ethernet to the base station to eliminate any interference issues. 2. Make sure the customer has the correct software. For Time Capsule, he or she should have AirPort Utility 5.3 or later. The older version may appear to correctly set up the base station, but the base station will not function properly. Ask the customer which icon appears for the Time Capsule base station for easy verification. If it's not a rectangle, the customer probably has the older software. You can also ask the color of the disk icon in manual mode; if it's orange, the customer needs to update. 3. If those two steps don't resolve the issue, try performing a hard reset.

Performance Degradation and/or Random Disconnections

Interference or poor base station placement causes almost all of these issues. 1. Check the base station's location. Is it near a cordless phone base? Does a lot of stuff closely surround it? 2. Change the channel the base station uses. By default, AirPorts set the channel automatically, which usually works. If the channel is on 3, try moving it to 6 or 7 and see if that helps. Unfortunately, this is trial and error, unless the customer uses a tool capable of scanning other devices in their area to find out which channel the base station uses.

Can't Mount Time Capsule Drive/Can't Back Up 1. Check wired clients. 2. Check for password use. 3. Check software. Does it have the latest updates? 4. Update Time Capsule firmware. 5. Check Time Capsule's position in the network. It should be the primary or host drive.

External Drive Won't Mount 1. Check wired clients. 2. Check for password use. | 3. Check software on PCs. 4. Check to see if a hub is being used and whether it's a powered hub.

5. Check the type of external drive; flash drives don't work as well as hard drives.

AirPort Troubleshooting Guides Learn to troubleshoot common AirPort issues using these online guides. The AirPort Quick Assist guide shows you how to connect your Mac to a wireless network and get online, as well as some tips on how to troubleshoot issues if you come across any. The AirPort Troubleshooting guide is the best place to start troubleshooting any AirPort issue. It walks you through the appropriate questions to ask and steps to try to resolve many common customer issues. If, after following the steps, your issue is not resolved, try searching Apple Support pages for more specific information. HT1145, "AirPort Quick Assist" HT1401, "AirPort Troubleshooting Guide" HT2460, "AirPort Base Station: ISP provisioning may prevent Internet connection via broadband (cable or DSL)"

Resetting AirPort Extreme, Express Base Stations & Time Capsule You should attempt to reset your base station if:

You forgot your base station password and need to reconfigure one or more AirPort options (including resetting the base station password). You can do this with soft reset. Your AirPort stopped responding, has network accessibility issues, or needs to be reverted back to default factory configuration. You can do this with hard reset.

Instructions for performing various resets for all AirPort products are available from Apple's support pages.

HT3278, "Resetting an AirPort Base Station or Time Capsule FAQ"

AirPort Client Software and Base Station Firmware Mixing different versions of AirPort software among the computers or base stations on your network may cause unexpected results. For example, a Mac running older AirPort client software may not be able to detect a base station using a later version of the AirPort firmware. For best performance, you should be sure that all AirPort-equipped computers and AirPort base stations have the latest version of the AirPort software and firmware installed and the same version of the AirPort software / firmware installed throughout. TA26903, "AirPort: Software compatibility table" TA27673, "AirPort: How to tell which AirPort software version is installed on a computer" TA25973, "AirPort: Use the Same Software Version on All AirPort Devices" Return to top

Next: Interference Sources

Interference Sources

Wireless Networking Interference Symptoms Sources of Interference AirPort Interference Workarounds More Information

Wireless Networking Interference Symptoms If an AirPort network is out of range or often interrupted, it may be due to interference. Interference results in:

A decrease in the range of contact with a wireless access point like an AirPort base station or Time Capsule. A decrease in the rate of data transfer over a wireless network. Intermittent loss of connection to a Bluetooth or AirPort wireless device. Difficulty in discovery when pairing a Bluetooth wireless device.

This is because clients and base stations in an AirPort network automatically try to compensate for interference by reducing their data transfer rate. If there is too much interference, wireless client connections can be dropped at random, or may not connect at all. Excessive distance separating the client computers and the base station can also causes interference due to the signal strength dropping as distance increases. This can be made worse by the presence of some types of building materials in between the client computers and the base station, attenuating or blocking the signal.

Sources of Interference for AirPort The farther away the interference source, the less likely it is to cause an issue. The following items can cause interference with AirPort communication:

Microwave ovens: Placing your computer or an AirPort Base Station near a microwave oven that is in use may cause interference. Direct Satellite Service (DSS) RF leakage: The coax cable that came with certain types of satellite dishes may cause interference. Obtain newer cables if you suspect RF leakage.

Certain electrical devices such as power lines, electrical railroad tracks, and power stations. 2.4 GHz phones: A cordless telephone that operates in this range may cause interference with AirPort communication when used. There are also other devices that operate in the 2.4 GHz range that could cause interference. Metal objects: If possible, move metal objects or change the placement of the Base Station so the path between your AirPort equipped-computer and the Base Station is free from metal objects that may cause interference. X-10 video senders (transmitters/receivers) that operate in the 2.4 GHz bandwidth. Any other devices that operate in the 2.4 GHz bandwidth (microwaves, cameras, baby monitors, and so on).

Note: Some devices may not overtly state that they operate in the 2.4 Ghz band. The operations manual should indicate whether a particular device makes use of the 2.4 Ghz band. Typically, these will be advertised as "Dual Band" devices.

AirPort Interference Workarounds If you experience less than optimum performance due to interference from other devices that operate in the 2.4 GHz bandwidth, you may be able to reduce the effect of interference by changing to a different channel. Less than optimum performance may be characterized by low signal strength in the AirPort menu bar item, slow connection to the Internet, or slow file transfers between wireless computers. Using AirPort Utility, you should try switching away from the channel that is experiencing interference. If you are currently using channel 10, for example, try switching to channel 1. Adjacent wireless devices should have at least 4 channels between their channel frequencies. So if device A is set to channel 1, device B should be set to channel 6 or 11. For best results, use channels 1, 6, or 11 when operating your device in the 2.4 GHz range. Utilizing the 5 GHz frequency band for 802.11n can avoid interference from other

devices using the more popular (and sometimes more crowded) 2.4 GHz frequency band. If all client computers connecting to your wireless network are capable of 802.11n, you can configure your AirPort Extreme (802.11n), AirPort Extreme (Gigabit), AirPort Express (Early 2008), or Time Capsule Base Station to operate on the 5 GHz frequency band only. This can significantly reduce interference and possibly increase throughput and distance on your wireless network in environments where there may be a large number of 2.4 GHz devices, such as high-density housing. If you are using a simultaneous dual-band AirPort base station or Time Capsule, you can set up separate networks for your 2.4 GHz and 5 GHz clients, significantly reducing interference for clients in each frequency band.

More Information Please refer to Apple Support article HT1365, "AirPort: Potential sources of interference", for additional information on AirPort Interference sources and workarounds. Return to top

Next802.11n Performance Expectations

802.11n Performance Expectations

Performance Expectations

Performance Expectations AirPort Extreme (802.11n), AirPort Extreme (Gigabit), AirPort Express (Early 2008), and Time Capsule Base Stations use MIMO to achieve impressive range and data

rates. In an ideal setting, data rate performance on an all-802.11n wireless network would exceed a 100Base-T Ethernet wired network. However, very few, if any, networks are in ideal settings. There are a number of items that cause interference and reduce the ideal performance of an 802.11n network. Other devices using the same frequency and/or channel as the AirPort or Time Capsule base station can affect data rate and range performance. Certain materials can interfere with wireless signals. And devices using older 802.11 wireless cards also drag down performance of an 802.11n network. Together, all of these factors are the reason Apple says that speed or data rate transfers can be (but are not guaranteed to be) up to five times as fast as what you would see with a previous-generation AirPort products. Some customers may even see more than five times the performance; the 802.11n specification certainly allows for higher data rates. Still other customers may see less than five times previous data rate. This can vary within a network as well; some clients may see much better performance while others may see no change at all. Range, too, can be affected by the factors listed above which again is why Apple makes claims of over twice the range of previous generation base stations. In any situation where performance is less than optimum, finding an optimum, central location for the base station that minimizes interference is the best overall solution. AirPort Utility provides multiple tools to make finding such a location easier. Return to top

Next: Bluetooth Setup & Troubleshooting

Bluetooth Setup

Syncing Bluetooth Devices with Your Mac More Information

Syncing Bluetooth Devices with Your Mac Bluetooth is a short-range wireless technology that lets you connect computers, input devices, mobile phones, and handheld devices to each other without cables. To use a Bluetooth device with your computer, your Mac must have either a built-in Bluetooth module or a compatible USB Bluetooth adapter connected. Before you can use your mobile phone to connect to the Internet or share contact information, share files with other devices, or use a Bluetooth keyboard or mouse, you need to set up the device to work with your computer. Once you've set up the device, it is "paired" with your computer, and you can see it in the Devices pane of Bluetooth preferences. You need to pair your computer with the device only once, and they remain paired until you delete the pairing. Follow these guidelines to accomplish this pairing. 1. Make Sure That Your Computer Has Bluetooth If you didn't physically connect a Bluetooth adapter to your computer, make sure that your computer has a Bluetooth module installed. In Mac OS X 10.3 and later, open System Preferences (from the Apple menu, choose System Preferences) and verify that Bluetooth appears in the Hardware section of the window. 2. Turn On Bluetooth In System Preferences, click Bluetooth and then click the Settings tab. If you don't see Bluetooth Power: On, click the Turn Bluetooth On button. Make sure that you also enable Bluetooth on your device too, please refer to your device's documentation for instructions. 3. Set Up a New Device To set up a Bluetooth phone or PDA, click the Devices tab in Bluetooth preferences and then click Set Up New Device to open the Bluetooth Setup Assistant. Follow the onscreen instructions to set up your device. To set up an Apple Wireless Keyboard and Mouse, open System Preferences, click Keyboard & Mouse, click the Bluetooth tab, and then click Set Up New Device to open the Bluetooth Setup Assistant. Follow the onscreen instructions to set up your keyboard and mouse. 4. Additional Bluetooth How-To Help All Apple computers come with built-in Mac Help that provides step-by-step instructions to do many activities on your computer. For additional Bluetooth

help, in the Finder choose Mac Help from the Help menu and then type Bluetooth in the search field in the upper-right corner.

More Information You can find more details on Bluetooth use in these resources:

Apple Bluetooth Support Apple Wireless Keyboard and Mouse Support Return to top

Next: Bluetooth Troubleshooting

Course Exercise Answer Key

Compare your answers to those shown here. Correct answers are in bold.

1. What four standards are used in AirPort and AirPort Extreme networks? IEEE 802.11b IEEE 802.11g IEEE 802.11a IEEE 802.11n 2. Using this course and Apple online resources, state differences in speed and range between the following standards.
Standard 802.11b Max Speed 11 Mbps Max Range 150 ft @ 11 Mbps 300 ft @ 1 Mbps

802.11g 802.11n

54 Mbps 270 Mbps

50 ft @ 54 Mbps 240 ft @ 6 Mbps 300 ft @ 1 Mbps Up to 2x 802.11g range

3. 4. You see a sign in a coffee house that states there is a free WiFi hotspot available for Internet access. Can your AirPort Extreme equipped MacBook connect to this network? Yes, it can. 5. A customer asks you if an AirPort Express Base Station can connect to a USB printer. What is the answer? Yes, it can. 6. What is this icon and what is it showing? It is the menu bar status icon for AirPort. It is showing that the Mac is connected to a network but does not have a valid IP address. 7. Name three potential sources of AirPort signal interference. (Any three of the following sources) Microwave ovens Direct Satellite Service (DSS) RF leakage power lines electrical railroad tracks power stations 2.4 GHz phones Metal objects X-10 video senders (transmitters/receivers) that operate in the 2.4 GHz bandwidth Any other devices that operate in the 2.4 GHz bandwidth 8. What is an AirPort ID? An AirPort ID is another name for the Ethernet hardware address (also known as a MAC address) of the wireless network interface on a Mac or AirPort base station or Time Capsule. This MAC address can be used to

grant a computer access to a secured AirPort network that employs MAC address access control. MAC stands for Media Access Control. 9. Using the resources on the Apple Support site, locate and review the steps necessary to set up an Apple Wireless Mouse. What utility do you use to set up this product? Bluetooth Setup Assistant 10. A customer wishes to set up his new Time Capsule (Early 2009) so that his faster wireless clients connect at their maximum speed without being slowed by other wireless clients connecting at slower speeds. Is this possible, and, if so, how? Yes, this is possible. The customer should set up his Time Capsule (Early 2009) for a 'dual network' setup instead of a 'single network' setup. This will provide separate yet connected wireless networks for his faster client computers, and his clients connecting as slower speeds, without slowing down the faster client computers when slower client computers join their wireless network. 11. OPTIONAL: If you have access to a Mac equipped with AirPort Extreme and an AirPort Extreme Base Station, do the following activities. Use the AirPort references cited in this course to assist you: a. b. c. d. Reset the base station to factory default. Set up the base station to join a WAN that provides Internet access. Create a closed network between the base station and the Mac. Return the Mac and the base station to their original settings. NOTE: Do NOT use systems that contain any information you cannot afford to lose!

Next: This concludes the Wireless Networking course.

Explain Firmware? - Firmware is a combination of software and hardware. A computer chip that has software instructions recorded on it is known as firmware. For example, ROMs (read-only memory.)

Explain Software? - Software is data (information), made up of instructions used to accomplish a task, and can be divided into two primary categories: system software and application software

How is Software Released? - Apple releases system software online or through retail outlets for existing Apple hardware. Apple also releases system software bundled (included) with new computers.

Explain Application Software - Application software processes data for a user.

How is Software is distributed? - Reference Releases, Software Updates and Software Upgrades

Startup Process What Happens? What You See? Notes? 1. Computer sends power to logic board, power-on self test (POST) 2. Black screen Notes: - Chime if successful - Series of beeps if not successful

What is Kernel Panic? - A kernel panic is a type of error that occurs when the core (kernel) of an operating system receives an instruction in an unexpected format, or that it fails to handle properly. Kernel panics in Mac OS should not be confused with an application freeze. Instead of just one application no longer functioning, the entire system is no longer operable.

What Error Message reads: " You need to restart your computer. Hold down power button for several seconds or press the Restart button." has a black or gray dialog box with the power button image inside it. - Kernel Panic

Explain FireWire: - Technology enables high-speed communications and fast data transfer.

Target Disk Mode has two primary uses: High-speed data transfer between computers Diagnosis and repair of a corrupted internal hard drive

Explain SD Cards: - SD cards are used for media storage in most digital cameras and camcorders. The SD card slot allows for quick and easy transfer of media and data with no external card reader or cable required.

I put the card in the slot, but it did not mount. What should I do? - Remove the card and insert it again. Sometimes, if you put the SD card into the slot too slowly, it may not mount properly. If the card does not appear in System Profiler, try reformatting the card using Disk Utility, or try another SD card without using an XD or mini SD adapter. If the card reader does not appear in System Profiler on the USB bus, try resetting PRAM or SMC, or try starting up from another volume such as the Mac OS X Installer DVD to check System Profiler from a known-good operating system.

The following are ports used by Mac computers: VGA/SVGA S-video Mini-DVI

List steps to troubleshoot issues with video on internal, external, or both displays. - These steps may help with: No video Garbled video Flickering Static on display Graphic anomalies

Confirm whether you are seeing no video or no power. If you have no video but the computer is powering on, after you press the power button: You may hear a startup chime. You may hear fan or drive noise. You may see the power light on the computer light up.

If your Apple computer does not turn on, when you press the power button: You won't hear a startup chime. You won't hear any fan or drive noise. The power indicator on the computer won't light up at all.

What modified tool does the Mac Mini require to open the case? - The Mac mini requires a modified putty knife for opening the case.

iMac G5 (iSight) shows that to remove the front bezel you need to use: - A thin plastic card to spring internal catches via the ventilation slots on the back of the computer.

In later models of iMac, how was the card amended to more readily spring the catches. - This was done by bending the front quarter of the card forward.

Explain Thermal Grease: - Thermal grease is a material that can be used to create a heat bridge between other materials. Apple supplies this grease in small syringes for service parts that require it when replaced.

Explain Thermal Pads: - Thermal pads are used to ensure correct heat transfer between internal components.

What thermal grease is used in the Mac Pro (8x) - 'Krytox' thermal grease used in the Mac Pro (8x) must be handled with gloves while other special safety precautions are taken.

The basic rules to follow when using thermal grease are: Store thermal grease syringes or tubes in their original packing. Do NOT use thermal grease that is not specifically intended for the Mac you are working on. Clean the area of application thoroughly with alcohol before applying the paste. Apply the paste evenly over the entire heat-conducting surface. Make sure that the surfaces covered with thermal paste are firmly seated together when you reassemble the computer.

What are Thermal Sensors? Sensors are actually just made from a simple, inexpensive electrical component called a thermistor The thermistor body is physically attached (via tape, glue, etc.) to the part or component whose temperature is being measured. This way it will get close to the same temperature as the part it's touching and give a true reading of temperature reading. This puts an emphasis on correct thermal sensor placement.

How Thermal Sensor Information is Processed - When the thermistor resistance readings get low enough (corresponding to a high enough pre-programmed temperature set-point), then the SMC (System Management Controller) turns on and revs up the fans inside the computer to provide more cooling. When the fans have sufficiently lowered the temperature inside the fans will turn off (or slow them down), which causes the heating cycle to start all over again. This means the fans run when they need to the fan noise is kept to a minimum the unit is cool enough to operate Minimal battery charge is used

Portable Precautions - computer's compact design results in smaller, lighter ribbon cables, connectors, tabs and latches. In addition, some components are more sensitive to ESD damage. Also, to minimize weight, the casing on some models is made chiefly from plastic.

To minimize the risk of damage during repairs, you may use a plastic pry tool, such as Apple's Nylon Probe Tool, to separate plastics and to lift components.

There are three important cautions about screws in portable Mac computer repairs: Use the proper screws Use the proper tools to drive the screws Avoid over-torqueing when you replace screws.

Addressing - A scheme determined by network protocols for identifying the sending device and receiving device for any given item of information on a network.

Client - In the context of wireless networking, a client is any computer that can join, or has joined, a wireless network.

DHCP - Abbreviation for Dynamic Host Configuration Protocol. A protocol used to distribute IP addresses to client computers. Each time a client computer starts up, the protocol looks for a DHCP server and then requests an IP address from the first DHCP server it finds. The DHCP server checks for an available IP address and sends it to the client computer along with a lease period indicating the length of time for which the client computer may use the address.

DNS - Abbreviation for Domain Name System. A distributed database that maps IP addresses to domain names. A DNS server, also known as a name server, keeps a list of names and their associated IP addresses.

IPv6 - An extended scheme of IP addresses, using 128-bit IP addresses, that allows for more IP addresses than current system, IPv4, which uses 32-bit IP addresses.

LAN - Acronym for Local Area Network. A port on AirPort base stations and Time Capsules that is typically used for connecting wired Ethernet computers or printers to the base station. This allows them to communicate with wireless computers, to share an Internet connection, or both.

MAGIC PACKET - Magic Packet A specific TCP/IP message that is sent over a wired or wireless Ethernet network, to awaken a specific computer only when necessary. This packet is

sent by a sleep proxy server on behalf of a sleeping client computer, to awaken it when it is needed for access by a client. Part of Snow Leopard's Wake on Demand functionality.

mDNS - Abbreviation for Multicast Domain Name Service. Part of the Bonjour protocol in Mac OS X, mDNS is used for discovery of services on the local network.

MIMO - Acronym for Multiple-Input Multiple-Output. Refers to a technique used in newer AirPort base stations and Time Capsules to increase range and performance. Signal processing and multiple smart antennas are used for transmitting multiple data streams simultaneously.

Node - Any computer, printer, or other electronic device that could potentially communicate with another.

PING - Acronym for Packet Inter-Network Groper. A utility used to send a network packet to a designated address to confirm a response. The act of using the ping utility.

PROTOCOL - Rules (or languages) that govern how devices on a network communicate with each other.

STATIC IP ADDRESS - An IP address that is assigned once to a computer or device and is never changed.

TCP/IP Abbreviation for Transmission Control Protocol/Internet Protocol. These are two of the main Internet protocols. To connect a computer to the Internet, the computer must have some kind of TCP/IP communication software installed on it.

VPN - Abbreviation for Virtual Private Network. A network protocol that enables connections to secure network resources through private "tunnels" over the public Internet. Mac OS X supports both PPTP (Point-to-Point Tunneling Protocol) or "L2TP over IPSec" (Layer Two Tunneling Protocol) on an existing Internet connection.

WAN - Acronym for Wide Area Network. A port on AirPort base stations and Time Capsules that is typically used for connecting to digital subscriber line (DSL), a cable modem, or a wide area network (WAN), such as an existing school or business network.

Describe Airport Extreme - The AirPort Extreme series of base stations have a form factor similar to that of the Mac mini and the Apple TV. There are four Ethernet ports (WAN port + three LAN ports), and these ports have link lights to aid in troubleshooting.

AirPort Extreme contains the ports for sharing, network connections, a security slot, and a reset button: List them - Rear View - The rear panel of the AirPort Extreme contains the ports for sharing, network connections, a security slot, and a reset button: 1. Power 2. USB 2.0 port 3. Gigabit WAN port 4. Gigabit LAN ports (3) 5. Link light (4) 6. Reset button 7. Security slot

Solve problem with your AirPort Extreme: If You Can't Connect to the Internet 1. Try connecting to the Internet directly from your computer. If you can't connect to the Internet from your computer, check your network settings. If they appear to be correct and you still can't connect, contact your Internet service provider (ISP). 2. Make sure you are connecting to the correct wireless network.

Solve: If You Forgot Your Network or Base Station Password - Reset the base station password: 1. Use the tip of a ballpoint pen to hold down the reset button for one second. Important: If you hold down the reset button for more than one second, you may lose your network settings. 2. Select your AirPort network.

3.Open AirPort Utility (in the Utilities folder in the Applications folder on a Macintosh 4. Select your base station and then choose Manual Setup from the Base Station menu. 5. Click AirPort in the toolbar, and then click Base Station. 6. Enter a new password for the base station. 7. Click Wireless and choose an encryption method from the Wireless Security pop-up menu to turn on encryption and activate password protection for your AirPort network. If you turn on encryption, enter a new password for your AirPort network. 8. Click Update to restart the base station and load the new settings.

To return your AirPort Extreme to the factory settings: - Use the tip of a ballpoint pen to press and hold down the reset button until the status light flashes quickly (about 5 seconds).

The AirPort Extreme resets with the following settings: 1. The AirPort Extreme receives its IP address using DHCP. 2. The network name reverts to Apple Network XXXXXX (where XXXXXX is replaced with the last six digits of the AirPort ID). 3. The base station password returns to public.

Can't connect to the Base Station? This broad situation requires you to focus on the source of the issue before you can find possible solutions. Try these broad steps for troubleshooting: 1. Check passwords. 2. Check base station status. 3. Verify access to the correct network. 4. Check interference. 5. Verify proper configuration of clients. 6. Verify proper configuration of base stations. 7. Verify AirPort Utility version.

In just about every case, you should try or verify all of these things before you reset the base station.

Resetting AirPort Extreme, Express Base Stations & Time Capsule You should attempt to reset your base station if: You forgot your base station password and need to reconfigure one or more AirPort options (including resetting the base station password). You can do this with soft reset. Your AirPort stopped responding, has network accessibility issues, or needs to be reverted back to default factory configuration. You can do this with hard reset.

Under what circumstances will I need to do a SOFT reset on AirPort Extreme? Soft reset: Perform this reset if your have forgotten your password. A soft reset resets your password and disables security settings (Access Control and RADIUS settings are temporarily interrupted). Forgetting the password would normally prevent you from connecting to or configuring the AirPort Base Station or Time Capsule. If you make no changes within five minutes of doing a soft reset, the AirPort Base Station or Time Capsule will revert back to its former state. All of the AirPort Base Station or Time Capsule's settings will be available after it has restarted.

Under what circumstances will I need to do a HARD reset on AirPort Extreme? Hard reset: Perform this reset for troubleshooting and resolving problems with an unresponsive AirPort Base Station or Time Capsule, or to troubleshoot network accessibility issues.

Under what circumstances will I need to do a FACTORY DEFAULT reset on AirPort Extreme? Factory default reset: Perform this reset if you wish to repurpose the AirPort Base Station or Time Capsule and want to remove all personal profiles and settings first. This reset resets the device to its state when you first purchased it. Data stored on internal or external hard drives connected to the device will not be erased. If you choose, you may manually erase the hard drive using AirPort Utility.

Besides the standard tools, the Mac mini series requires the following special tool: Putty knife,1.5 inch (38 mm), flexible blade

Describe the Mac mini (Mid 2010) Logic Board Removal Tool. - Upside down "U - Shaped"

Describe what the Mac mini's LED is telling you if: 1. steady white light 2. steady white light 3. steady white light 4. pulsing white light - Describe what the Mac mini's LED is telling you if: Startup - steady white light Normal Operation - steady white light Display Sleep Mode - steady white light Energy Saver Mode (Sleep) - pulsing white light

If the settings in the PMU become corrupted, it can result in operational anomalies such as: your computer not turning on not displaying video not waking from sleep In these situations, you may need to reset your computer's PMU. Resetting the PMU will not resolve issues in which the computer stalls or is unresponsive.

When should PMU reset be used? - A PMU reset should only be used as a last resort in the case of a hardware failure or when the power management system is suspected. Resetting the PMU returns the computer hardware, including NVRAM, to default settings and forces the computer to shut down.

Reset the PMU with the Top Housing Off You can also reset the PMU by directly pressing the PMU reset switch located on the logic board. Follow these steps to access the PMU reset switch on the logic board 1. Unplug all cables from the computer. 2. Remove the top housing. 3. If necessary, remove the internal frame to access the battery.

4. Measure the voltage of the battery in the battery holder. The battery should measure 2.6V to 3.0V 3. If the battery does not have minimum voltage, replace the battery. After replacing the battery, wait 10 seconds and then reset the PMU (refer to the next step). If the battery voltage is good, go on to the next step. 5. Press the PMU switch on the logic board, located in the rear right corner of the machine. Be sure to press it just once. Because of the restricted space, you may need to use a black stick to press this switch.

What is SMC? - The SMC (System Management Controller) is a microcontroller chip on the logic board that controls all power functions for your computer. If your computer is experiencing any power issue, resetting the SMC may resolve it.

The SMC controls several functions, including: Telling the computer when to turn on, turn off, sleep, wake, idle, and so on. Handling system resets from various commands. Controlling the fans.

Note: Resetting the SMC does NOT reset the PRAM. Resetting the SMC will not resolve issues in which your computer is unresponsivein these situations, restarting your computer will generally suffice. If your computer isn't responding, perform these steps one at a time, in this order, until the issue has been resolved: 1. Force Quit (Option-Command-Escape). 2. Restart (Control-Command-Power). 3. Force Shut Down (press the power button for 10 seconds).

Resetting the SMC can resolve some computer issues such as: not starting up, not displaying video, sleep issues, fan noise issues, and so on.

Mac mini (Early 2009) Logic Board EMI Clips There are several fragile EMI clips attached to the underside of the Mac mini (Early 2009) logic board. These clips are easily damaged or broken off if the board is mishandled, or if the logic board is placed on a surface without the protection of the antistatic foam, which comes with a new board. - Tips: Be careful not to damage the EMI clips on the underside of the logic board. Place the board on the antistatic foam when the board is not in a computer. Also, return the logic board to Apple service in the correct logic board packaging and with the antistatic foam protecting the EMI clips.

Does the iMac G5 (ALS) have an internal power button? (Hint: Search the service manual PDF) - Yes it does. It is located to the left of the LEDs.

Intel-based iMac 1. How do you start up in Apple Service Diagnostic on an iMac (Early 2006)? - Hold down the D key at startup.

iMac (Mid 2007) 1. List the special tools needed to open up and service an iMac (Mid 2007). - Suction Cups Anti-Static Lint Free Gloves Lint Free Polishing Cloth Six Inch Silicone Roller Sticky Sheets ESD Bags Microfoam bags iKlear Apple Polish or Brillianize anti-static spray cleaning solution

What do you use to clean the inner surface of the glass panel? - Six Inch Silicone Roller

What do you use to clean the outer surface of the glass panel? - iKlear Apple Polish or Brillianize anti-static spray cleaning solution

iMac (Early 2009) When removing the iMac (Early 2009) logic board, you should: - grasp and handle the board using two hands

Where is the serial number located on the Mac Pro? - It is located on on the computer's back panel directly below the video ports.

You want to install one 1 GB DIMM in your Mac Pro. Can you do this? - No, you can't. Memory upgrades have to be done with matching pairs of DIMMs.

Does POST take place when you restart a Mac Pro? (Power On Self Test) - NO

Mac Pro (Early 2009) When installing memory in the Mac Pro (Early 2009), you must remove: - the processor tray first.

Logic Board Resets There are three reset switches on the logic board that you can use to troubleshoot various issues. They are: - SMC reset: If the computer is experiencing a power issue, resetting the System Management Controller may resolve it. RTC reset: If the computer is experiencing a booting issue, resetting the Real Time Clock may resolve it. System reset: You can use this switch to determine if a computer that won't consistently boot from a cold start has power supply issues.

The SMC controls several functions, including: - Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth Handling system resets from various commands Controlling the fans

Note that if you reset the SMC, this does not reset the PRAM. Resetting the SMC will not resolve issues in which your computer is unresponsivein these situations, restarting your computer will generally suffice.

A power-on self test (POST) in the computer's ROM automatically runs whenever the computer is started up after being fully shut down (the test does not run if the computer is only restarted). If the test detects a problem, the status LED located above the power button on the front of the computer will flash in the following ways - 1 Flash: No RAM is installed or detected, or, the quick memory test failed. An LED lights up on the DIMM riser card next to the affected DIMM. 3 Flashes: A RAM bank failed extended memory testing. An LED lights up on the memory riser card next to the affected DIMM. Troubleshooting: Try reseating the memory DIMMs. Check memory installation instructions for proper installation order. Swap affected DIMM with known good DIMM.

The Mac Pro logic board includes a set of LEDs to help service providers troubleshoot the computer. The LEDs are located toward the rear of the logic board, under the memory cage, next to PCI card slot 1. Interpreting the LEDs. - YES

Remember the following points when using the LEDs to diagnose an issue: - LEDs 2, 3, 4, and 5 are normally off and will automatically illuminate if an error occurs. To read LEDs 1, 6, 7, and 8, you must press the DIAG_LED button, which is adjacent to the LEDs.To press the DIAG_LED button, use the nylon probe tool (Apple part number 922-5065). LED 1 Trickle Pwr LED 2 CPU B (Lower Processor) Error LED 3 CPU A (Upper Processor) Error LED 4 CPU B (Lower Processor) Overtemp LED 5 CPU A (Higher Processor) Overtemp LED 6 GPU Present LED 7 Power On LED 8 EFI Done

NEED TO KNOW Processor Heat Sinks: - Use two hands to hold each heat sink by its sides. Be careful of heat sink fins, as they can be sharp. Do not press down on the top of the heat sink.

NEED TO KNOW Two System Management Controllers - The Mac Pro (Early 2009) has two System Management Controllers (SMCs) instead of just one. SMC functionality is now split between a primary (or master) SMC on the backplane board, and a secondary (or slave) SMC on the processor board. Since SMC firmware is stored on both the backplane and processor boards, it is important that the version of SMC firmware always match on both boards.

NEED TO KNOW If you have startup issues or situations where the computer doesn't recognize all installed RAM, try reseating the RAM. After re-installing or replacing RAM: - After re-installing or replacing RAM DIMMs, use the memory diagnostic LEDs to verify DIMMs are correctly seated. To do this, start up the computer and check the diagnostic memory LEDs. An illuminated, red LED indicates its associated DIMM may be poorly seated or failed. Note that System Profiler does not report unseated or failed memory. You must use the memory diagnostic LEDs to locate DIMM issues.

A customer brings in a Mac Pro that will not boot. How do you determine if this computer is a Mac Pro (8x)? - You examine the configuration label. If it has an EMC number of "2138" and a description containing "3.0_8cx", it is a Mac Pro (8x) computer.

You are replacing the logic board on a Mac Pro (8x). You find that there are protective caps on the processor holders. What do you do with those caps? - You must put the caps on the processor holders of the bad logic board before sending it back to Apple. Otherwise the returned board may be rejected by Apple.

TAB faults Whether the symptom is a white line, a black line, or a colored line, horizontal or vertical, the important thing to remember here is: - that TAB faults are resolved only by replacing the LCD display module itself, not by flexing the LCD display module, rubbing the display, or some other improvised' method.

Horizontal and Vertical TAB Faults are caused by: - These are caused by a connection failure from the TAB (Tape Automated Bonding) that connects the transparent electrode layers to the video driver board.

With some Apple LCD displays, if you leave an unchanging image (like a login screen or the same desktop picture) on the screen for a long period of time, you may see a faint remnant of the image even after a new image replaces it. This is called: - This is called "persistence".

The most important tip for troubleshooting Mac computers with built-in LCD displays (e.g. iMac, MacBook, & MacBook Pro computers) is: - Connect an External Display First! The most important tip for troubleshooting Mac computers with built-in LCD displays (e.g. iMac, MacBook, & MacBook Pro computers) is to connect an external display to the computer first, before performing any more invasive troubleshooting

Similarities CCFL and LED LCDs. - Problems involving pixels and no video issues are common to CCFL and LED LCDs.

True or False: Fragile Glass An LCD's main component is glass and is designed to minimize weight, so it is relatively easy to crack or break an LCD display panel. - True An LCD's main component is glass

True or False: Don't Rub the Screen Rubbing too hard on the screen can can crush some of the tiny spacers that keep several of the LCD layers apart, causing pixel anomalies to appear. Don't rub LCD screens. To clean an LCD screen surface use gentle pressure. - True Rubbing too hard on the screen can can crush some of the tiny spacers that keep several of the LCD layers apart, causing pixel anomalies to appear

True or False: RAM needs to be fully seated for correct performance. No video is a symptom of incompletely seated RAM. - True RAM needs to be fully seated for correct performance. No video is a symptom of incompletely seated RAM.

Where are the MacBook Pro Serial number and Ethernet ID are located? - MacBook Pro Serial number and Ethernet ID are located in the battery bay

MacBook Pro: Some Precautions when replacing the Logic Board: - When replacing the Logic Board: 1. tape the Thermal Sensor Cable to Display Assembly to avoid trapping it. 2. Do not flex the logic board at any time. This can crack solder joints - particularly at the narrow neck of the fan cutout. 3. Do not hold the Logic Board horizontally when replacing it. Holding it horizontally can crack the solder joints. 4. You must clean off thermal grease from the heatsink when replacing the Logic Board.

MacBook Pro (15-inch Mid 2009) Issues Internal Battery MacBook Pro (15-inch, Mid 2009) contains an internal-only battery that is serviceable by Appleauthorized service providers only. Tamper-proof screws are employed to prevent customers from attempting to remove it. The battery must be disconnected when performing any internal service on this product, to avoid damage to the battery and/or the internal components. Battery removal is only required when: - battery trackpad left speaker microphone MagSafe board center bracket logic board top case

 In most other repairs, the battery cable must be disconnected, but the battery and its screws remain in place. Note: Unlike previous MacBook Pro models, there is no access door on the bottom of this model. Rather, the entire bottom case is removed to gain access to the battery and other internal components.

What is the maximum amount of memory you can install in a MacBook Pro (Core 2 Duo)? - 3 GB

Where is the MacBook Pro (17-inch) serial number located? - The bottom of the battery bay

What type of battery is used in the MacBook Pro (17-inch)? - Lithium polymer

A customer complains that her MacBook Pro will not start up unless it is plugged in. What is the first question you should ask her? - You should ask how long the customer has had the system. The batteries will simply stop working when they have reached end of life.

A customer complains that their MacBook Pro is running too hot. What should you first ask this person? - You should ask if the system is being used on a hard flat surface.

What is the first step you should perform before doing any work inside the MacBook Pro (13inch, Mid 2009)? - Disconnect the main battery

In the MacBook (13-inch Mid 2009), which of the following can be used in the SD card slot with the proper adapter? Select all that apply: - A. miniSD B. microSD

The service fixture is required when removing the _____ in the MacBook Pro (15-inch, Mid 2009). Select all that apply: - Heat sink Left fan

Use the service fixture (922-9102) to provide support to the logic board whenever removing and replacing the left fan and heat sink in MacBook Pro (15-inch, Mid 2009). Failure to use the service fixture will: - flex the logic board and strain components on it, which could damage the logic board. Note: The fixture is not used with the MacBook Pro (15-inch, 2.53 GHz, Mid 2009). The logic board on that product is a different shape and doesn't require the fixture. Tip: The fixture is two-sided; one side is for fan removal and installation and the other side is for heat sink removal and installation.

While the front of an Xserve (Late 2006 / Early 2008) is similar to an Xserve G5, the rear panels are different. What is the major difference between the rear panels on these systems? - The Xserve (Late 2006 / Early 2008) is designed to accommodate two power supplies. The Xserve G5 only accommodates one power supply.

What is the major difference between the front panels of an Xserve (Late 2006) and an Xserve (Early 2008)? - The front bezel of the Xserve (Early 2008) model is identical to the Xserve (Late 2006) except the FireWire 400 port is replaced by a USB 2.0 port.

Which type of built-in video port, if any, does the Xserve (Early 2009) have? - Mini DP

What service part in an Xserve G5 can be replaced while the server is running? - Any of the SATA hot-pluggable drive modules

List three functions of the PMU in an Xserve G5. - manage system resets from various commands. maintain parameter RAM (PRAM). manage the real-time clock.

NEED TO KNOW: Recommendations and Test Information In ASD (EFI), the Hard Drive full scan test may take an hour or more to complete.

In ASD (OS), the Apple Simple Memory Test may take 20 to 60 minutes to complete depending on the amount of RAM installed. - If you suspect your computer has a hardware problem, the information provided by Apple Service Diagnostic can help identify the problem. If Apple Service Diagnostic detects a problem, an error will be displayed. Please make a note of the error before proceeding further. If no hardware failure is detected, the problem may be software related.

Apple Service Diagnostic is one of several tools and procedures you can use when your Macintosh is having trouble. Here are some steps you can follow to help resolve problems. Please back up your data before performing any of these steps. - 1. Turn the computer off and on. You can often eliminate problems by selecting the "Shut Down" option from the Apple ( ) menu to fully shut down the CPU, then restart your system. 2. Check cables, peripherals, and user controls. Shut down your computer. Then disconnect and reconnect all cables. Disconnect all peripherals (such as printers, scanners, cameras and external mass storage devices) to see if they are causing conflicts with your system. Adjust user controls on your monitors and other peripherals to see if this helps.

Apple Service Toolkit (AST) runs on a local server that is connected to customer systems. Via _______, the server runs the AST software and delivers tools that quickly check the internal hardware components of the customer's computer. - NetBoot

A customer complains that his or her hard disk does not appear on the desktop of her PowerBook G4 (12-inch). You cannot resolve the problem over the phone. The customer brings the computer to you for repair. What items would be useful for repairing the problem (choose all that apply): Apple Service Diagnostic c. system software discs d. replacement module for the hard disk e. tools

Systematic Fault Isolation Techniques - Start up in single-user mode (startup issues) Start up in Safe Mode (startup issues) Perform a Safe Login (startup- and account-related) Systematically kill processes

 Disconnect peripherals Component isolation Perform OS Archive and Install

NEED TO KNOW Embedded Battery When you remove an embedded battery individual cell pack may be exposed (either on the top or bottom). These cells can be punctured or crushed, physically damaging and/or electrically shorting them. - Embedded Battery When you remove an embedded battery individual cell pack may be exposed (either on the top or bottom). These cells can be punctured or crushed, physically damaging and/or electrically shorting them.

You are about to work on a Mac Pro (8x) for the first time. No one else at your site has worked on this computer. Which ONE of the following resources will be your BEST means of understanding any safety issues or procedures?

1. Discussion Boards 2. Service manual 3. Service News - 2. Service manual

What makes up most of the weight of a CRT?

1. Electron Generator 2. Anode 3. CRT Grids 4. Glass Vacuum Tube - 4. Glass Vacuum Tube

Name the three major risks of working on CRTs - 1. Implosion - flying glass 2. Hazardous materials if CRT is cracked or broken

3. Lethal shock hazard

Is it recommended to carry CRTs by the neck? - No, it is not. The neck has the thinnest glass and is the most fragile area of the CRT.

Name one toxic material found inside of CRTs. - Mercury

You are troubleshooting an eMac for a no video issue. You want to open up the computer to check internal cabling. What is the FIRST recommended step you take before doing this? - Make sure someone is in the room with you. Do not work alone when servicing CRTs.

What are the eight CRT safety rules? - 1. Don't work alone. 2. Turn off the power and disconnect the AC power cord before you remove the CRT cover. 3. Remove any metal jewelry. 4. Remove the grounding wrist or heel strap until the CRT has been discharged. 5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged. 6. Wear safety goggles. 7. Discharge the CRT immediately after the case has been removed and before touching anything inside the computer or display. 8. After you have discharged the CRT and turned off the CRT power, reconnect and wear a grounding wrist or heel strap.

What does this symbol represent? Yellow Triangle with Lightning Arrow in the middle - It identifies a shock hazard in Apple service manuals.

Another technician is working on an iMac (24-inch) and has plugged in the opened unit to check LEDs. Should he be wearing an ESD wrist strap? - No. There is a serious shock hazard.

List five of the special tools needed to open the case on an iMac (20-inch Early 2008). - 1. Lintfree gloves 2. Rubber suction cups 3. Sticky silicone roller 4. Microfoam storage bags 5. iKlear cleaning solution

You are surfing the Web on a Power Mac G5 (Early 2005) 2.7 GHz computer and notice that there appears to be liquid leaking out from the bottom of the case. What is the FIRST thing you should do?

1. Restart the computer 2. Unplug the computer 3. Shut down the computer 4. Start up the computer in verbose mode - 2. Unplug the computer

You get some of the liquid in your eye. How long should you flush out your eye with water?

1. One minute 2. Five minutes 3. Ten minutes 4. Fifteen minutes - 4. Fifteen minutes

You diagnose that a high-end Mac Pro (Early 2008) requires a new heat sink. Is it okay to leave the computer torn down while you order a new heat sink? - No, it is not. You need to reassemble the computer while waiting for the part to arrive.

What do you do with the disposable materials that came with the replacement heat sink? - You package them up in sealable plastic bags and dispose of them in accordance with local and federal regulations.

TRUE OR FALSE CRTs are hazardous from implosion, hazardous materials such as mercury, and electrical shocks. - TRUE

TRUE OR FALSE CRT necks are very fragile. - TRUE

TRUE OR FALSE The eight CRT safety rules are as follows:

1. Don't work alone. 2. Turn off the power and disconnect the AC power cord before you remove the CRT cover. 3. Remove any metal jewelry. 4. Remove the grounding wrist or heel strap until the CRT has been discharged. 5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged. 6. Wear safety goggles. 7. Discharge the CRT immediately after the case has been removed and before touching anything inside the computer or display. 8. After you have discharged the CRT and turned off the CRT power, reconnect and wear a grounding wrist or heel strap. - TRUE

TRUE OR FALSE the special tools required to open up later iMac computers.

* Lint-free gloves * Rubber suction cups * Sticky silicon roller * Microfoam storage bags * iKlear cleaning solution - TRUE

TRUE OR FALSE immediately unplug any liquid cooled Mac computer that appears to be leaking. - TRUE

TRUE OR FALSE Mac Pro (8x) and some Mac Pro (Early 2008) computers require special handling whenever you remove or replace the heat sinks or processors. - TRUE

TRUE OR FALSE Safety issues in Mac computers fall into several major categories:

* Handling and servicing CRTs * Shock hazards * Working with and disposing of hazardous materials - TRUE

TRUE OR FALSE Service News

Service News provides announcements and updates for safety procedures. - TRUE

TRUE OR FALSE Service Manuals and Technician Guides

Any special precautions for working on product will be spelled out in detail. - TRUE

TRUE OR FALSE Safety Resources

There are several online resources that can keep you up to date regarding safety issues for Mac computers. - TRUE

What does ESD stand for? A. electronic surveillance device B. electric shock damage C. electrostatic discharge D. electronic software distribution - C. electrostatic discharge

*What Is ESD? In fact, static electricity is created any time that two dissimilar materials rub against each other (such as shoes and carpet) and then pull apart.

ESD can damage a computer by: A. decalibrating the CRT B. damaging sensitive chips C. starting a fire in the enclosure D. damaging the laser in the optical drive - B. damaging sensitive chips

*ESD Risks The discharge of static electricity near active electronic systems can cause memory corruption or temporary failures. It can cause irreparable damage to sensitive chips and printed circuitry of electronic components. Such damage is basically a hole blasted in the integrated circuit by the ESD.

Which THREE of the following should you keep away from an ESD-safe workbench? A. plastics B. polyester clothing C. foam rubber D. Styrofoam

E. ion generator F. alligator clips - A. plastics B. polyester clothing D. Styrofoam

Plastic utensils, polystyrene products, polyester clothing, and even the ungrounded touch of your hand can carry sufficient electrostatic charges to damage electronic components.

Do NOT wear a grounded wrist strap when you: A. discharge a CRT B. handle a logic board C. open a computer case D. work at a customer site - A. discharge a CRT

To reduce the risk of ESD damage, handle all circuit boards by the _________________. A. pins B. body C. edges D. connectors E. exposed circuitry - C. edges

Please be aware of the dangers of ESD damage and follow these steps you every time you work with the ESD-sensitive components inside Mac computers.

* Handle all components by edges

To reduce the risk of ESD damage, A. ground yourself B. make sure the equipment is on

C. keep the equipment on a metal surface D. touch the equipment to plastic - A. ground yourself

To reduce the risk of ESD damage, do not touch anyone who is working on: A. a CRT B. an expansion bay C. a photo conductor assembly D. a circuit board - D. a circuit board

To reduce the risk of ESD damage, use static-shielding _____. A. mats B. bags C. clips D. straps - B. bags

There are four basic pieces of equipment needed to reduce the risk of damage from ESD. Which one of the following is NOT one of the four? A. grounded mat B. wrist strap C. plastic storage bags D. ground cord with alligator clips E. ground polarity tester - C. plastic storage bags

ESD-preventive equipment reduces the risk of damage from ESD by: A. eliminating electrostatic charge B. storing electrostatic charge C. dispersing electrostatic charge D. increasing electrostatic charge - A. eliminating electrostatic charge

ESD Solutions: the basic premise of these guidelines is to electrically connect the equipment being serviced, your body, and the workbench together to a good Earth ground, in a particular way, so that it is virtually impossible for any one of these materials to build up a static electrical charge relative to the others. - Please be aware of the dangers of ESD damage and follow these steps you every time you work with the ESD-sensitive components inside Mac computers.

* Handle all components by edges * Ground yourself...except when the unit is plugged in * Don't place components on metal surfaces * Don't touch anyone while grounded * Use static-shielded bags for storing components * Keep non-conductors (polyester, vinyl, styrofoam) away from components * 70-90% humidity is good * Use ion generator if possible * Clean ESD mats regularly

Steps for ESD Guidelines

Follow these guidelines to reduce the risk of ESD damage: - * Handle all components by edges * Ground yourself...except when the unit is plugged in * Don't place components on metal surfaces * Don't touch anyone while grounded * Use static-shielded bags for storing components * Keep non-conductors (polyester, vinyl, styrofoam) away from components * 70-90% humidity is good * Use ion generator if possible * Clean ESD mats regularly

Make sure you are NOT grounded when: - - you work on plugged-in equipment

- you discharge a cathode-ray tube (CRT) - you work on an unplugged CRT that has not been discharged - you are performing live adjustments

An ESD-compliant workstation is one that has equipment and materials designed to prevent ESD damage. Such As: - 1. a conductive workbench mat and ground cord. 2. a wrist strap with a built-in 1-megohm resistor and ground cord. 3. an equipment ground cord with alligator clips. 4. a ground polarity tester.

TRUE OR FALSE IMPORTANT: When you work at a customer site, you must take the same precautions to avoid ESD damage. - TRUE

To summarize what you have learned: - # Ground yourself and the equipment you are working on. # Do not touch anyone who is working on ESD-sensitive circuits or circuit boards of any kind" # Use static-shielding storage bags for boards and ICs. # Handle all ICs by the edges. # Do not wear polyester clothing or bring plastic, vinyl, or Styrofoam into the work environment. # Never place components on a metal surface. # Do NOT wear a wrist strap when discharging a CRT. # Keep the humidity between 70% and 90%. # Remove all ESD hazards from your person and work area. # Use the ground polarity tester to verify proper grounding of the power outlet. # Lay out and ground the conductive workbench mat. # Fasten and connect the wrist strap to your wrist and connect it to the workbench.

A customer tells you that his or her iMac has stopped working. The first thing to do is:

a. run Apple Service Diagnostic b. try quick fixes c. run Apple Hardware Test d. gather more information - d. gather more information

A customer complains that his or her hard disk does not appear on the desktop of her PowerBook G4 (12-inch). You cannot resolve the problem over the phone. The customer brings the computer to you for repair. What items would be useful for repairing the problem (choose all that apply):

a. replacement keyboard and mouse b. Apple Service Diagnostic c. system software discs d. replacement module for the hard disk e. tools - b. Apple Service Diagnostic c. system software discs d. replacement module for the hard disk e. tools

Which of the following is not an example of a split-half search process?

a. Check for software problems before replacing any hardware. b. Remove external devices and internal cards and test the computer by itself. c. If a module is easy to replace, swap it right away. d. Inspect components visually. - c. If a module is easy to replace, swap it right away.

A customer's Mac Pro running Mac OS X 10.5.5 does not power on. What is the first step to take?

a. Run Apple Service Diagnostic. b. Refer to Service Source. c. Check the power source and cable connections. d. Reset the Parameter RAM. - c. Check the power source and cable connections.

What is the first step to consider when a computer powers up to a black screen?

a. Run Apple Hardware Test. b. Adjust the brightness controls. c. Rebuild the desktop. d. Reset the Parameter RAM. - b. Adjust the brightness controls.

You cannot solve a problem after trying quick fixes, running diagnostics, and consulting the troubleshooting charts in the service manual. What is the next step to take?

a. Call Apple. b. Look up the problem in Apple Support. c. Check cable connections. - b. Look up the problem in Apple Support.

You have replaced the logic board of a Mac having intermittent failures. The problem seems to be fixed. How should you verify that the intermittent failures are no longer occurring? - Conduct looping tests of the computer over an extended period using Apple Service Diagnostic or a similar diagnostic.

A customer's iMac was not printing to a third-party color inkjet printer. You have reinstalled the printer driver and generated a black and white test page on this printer. Do you need to verify further? If so, what should you do? - Print a color test page. You have only checked part of the functionality so far.

Which of the following steps should you do before escalating an issue? (Choose all that apply.)

a. verify the problem b. perform a systematic fault isolation c. verify the repair d. try quick fixes - a. verify the problem b. perform a systematic fault isolation d. try quick fixes

A customer has just brought in an iMac. It is not working. Which of the following questions would be the most helpful to start with?

a. What is the serial number? b. What seems to be the problem? c. Have you had this problem before? d. Where do you use this computer? - b. What seems to be the problem?

Which of the following repair actions is (are) a quick fix? (Choose all that apply.)

a. checking cable connections b. running Apple Service Diagnostic c. reinstalling system software d. turning the computer off and on - a. checking cable connections d. turning the computer off and on

You cannot power up an iMac. What two things do you need to check first?

a. power supply and power board b. internal cabling and board seating c. power outlet and power cord

d. keyboard and mouse - c. power outlet and power cord

Which of the following are the three characteristics of a quick fix?

a. can be performed quickly b. involves little or no risk of harm to the computer c. has little or no cost d. uses Apple-approved third-party diagnostics - a. can be performed quickly b. involves little or no risk of harm to the computer c. has little or no cost

Fixing a Product Properly

This involves: - * Following systematic troubleshooting procedures (General Troubleshooting Flowchart) * Following proper procedures for repair and assembly * Using up-to-date references and tools * Not creating new problems

Fixing a Product Quickly

This involves: - It does mean making sure that you are not wasting time. Customers want their products back as quickly as possible. The more quickly you can solve a troubleshooting problem, the more satisfied your customers will be.

Describe Order of Elimination - Methodical troubleshooting starts with the listening for and understanding what the issue or experience is while working your way from a user related issue (perception) to discovering if there is, indeed, a hardware issue.

The funnel approach is tied to a customer statement or scenario working from the user issue, software-related, OS-related, and hardware related issues. We troubleshoot in this way to eliminate possible sources following the most likely reason for an issue.

Troubleshooting Flowchart Steps - 1. Gather Information 2. Verify Issue 3. Try Quick Fixes 4. Run Diagnostics 5. Systematic Fault Isolation 6. Research 7. Repair 8. Verify Repair 9. Inform User

Quick Fixes to Consider First

These actions have a minimal impact on the Mac you are troubleshooting: - * Restart/shut down * Run System Profiler * Start up in Safe Mode * Start up from known-good disc * Access through Target Disk Mode * Repair volume with Disk Utility * Start up in single-user mode (startup issues) * Start up in verbose mode (startup issues) * Relaunch Finder * Disconnect all external devices * Turn off Screen Saver and Energy Saver (installation) * Verify with other users (network issue) * Connect to another device or volume (network)

* Open iChat (network) * Browse Network icon in Finder window (network) * Use Connect to Server (network) * Check that cables are well seated in proper ports (network)

Quick Fixes to Consider Next

These actions have more of an impact on the Mac you are troubleshooting: - * Grab IP address by opening a Web browser * Adjust user settings * Disable fast user switching * Configure printer * Check Firewall setting (network) * Check Active Ports setting * Check Startup Disk selection (startup) * Force quit * Log in as test user * Reset permissions * Move, rename, or delete preference file * Update printer driver (printing) * Update firmware * Change ports (e.g., Ethernet, USB) * Use known-good peripherals (e.g., monitor, disk drive, printer) * Reset Keychain passwords * Reset Open Firmware

Quick Fixes to Consider Last

These actions have a major impact on the Mac: - * Reinstall suspect application

* Reset PRAM * Reset PMU/SMU/SMC * Remove non-Apple RAM * Perform a soft reset (AirPortall base station models) * Perform a hard reset (AirPortall base station models)

What are Systematic Fault Isolation Techniques - * Start up in single-user mode (startup issues) * Start up in Safe Mode (startup issues) * Perform a Safe Login (startup- and account-related) * Systematically kill processes * Disconnect peripherals * Component isolation * Perform OS Archive and Install

Research Resources

The following sources can be useful when researching an issue: - * Service Manuals * System logs * Read Me files * Mac Help * User's Manuals * Apple Support Page * Knowledge Base * AppleCare Service Source

Apple defines troubleshooting as: - the process you follow to locate and fix problems.

To locate the problem it is helpful to approach the problem on the basis of these three categories. - # User Errors

# Software Issues # Hardware Issues

When testing, test only one thing at a time. It is ultimately more efficient to methodically test one thing at a time and move on to the next than it is to try two or three things at once. Describe good techniques: - Good technique: 1. disconnect External USB/FireWire devices 2. check result 3. reset SMC 4. check result 5. start up from another System Folder (such a bootable DVD) 6. check result

Open Directory

Directory Server implementation that enables the use of LDAP directory Configuring a MAC to connect to a directory server or (network account server) Users and Groups pane of Systems Preferences Administrator

Binding means

When binding a MAC, where do you go? To bind a MAC what user account do you use?

Binding a MAC to an Active Directory server, what information do you need?

1) Address of the of the Active Directory domain 2) Administrator user name 3) Administrator password Note: Server Administrator may also specify the computer ID your computer should use. 1) Shortname 2) shortname@domain.com 3) domain\shortname

A Network user name can be typed three ways. What are the 3 ways to type the user account to login?? A MAC can access servers with what protocols enabled?

1) AFP 2) SMB/CIFS 3) NFS 4) WebDAV 5) FTP Server Message Block, used mainly by Windows computers Common Internet File System or CIFS 1) IP or Bonjour (the OS X auto network-discovery feature) address of your MAC 2) User account name of the account on your MAC that has the file sharing turned on 3) User account password for the file

SMB means

SMB is also known as??

You must give 3 pieces of info to users who want to access your shared files? What are the 3 pieces of information?

sharing account on your MAC What Rights does a MAC Administrator possess? Full Read and Write access. All others have Read Only access

By default, any user setup on Network your MAC can connect to your MAC over the _____ ? An Administrator can access your____ ________ ? To give specific users access to a folder, select the folder in the Shared Folders List and click Add (+) at the bottom of the Users List then do one of the following: Entire computer

1) Select a user from Users & Groups, which includes all users of your MAC (Local Account) 2) Select a user from Network Users or Network Groups, which includes everyone on your Network 3) Select a person from your contacts. Create a password for the person, then click Create Account 4) Click New Person. Enter a name and password for the person, click Create Account. 1) Select a user in your User List 2) Click the Triangles next to the User Name 3) Choose level of access the user should have for the Shared Folder

How do you grant access to a Shared Folder to a user in your User List?

What Access to a Shared Folder can a user possess?

1) No Access: User cannot See or Copy Files 2) Read & Write: User can See and copy Files to and From the Folder 3) Read Only: User can view the contents of the Folder, but cannot copy files to it 4) Write Only: User can copy files to the folder but can't view its content Use SMB (Windows Users) or AFP to Share Files and Folders

What 2 protocols do you use to share personal files?

OS X Mountain Lion has out- 1) Microsoft Exchange Server of-the-box support for email, 2) POP contacts, and calendars 3) SMTP using standards-based servers including To connect a Mac to an Exchange server, you'll need The fully qualified domain name for the organization's Client Access Server (CAS), typically expressed in the format: exchange01.example.com The Exchange user name, which is generated by the administrator for each user The Exchange password which is generated for the user 1) Manually configure MAC to use

What two ways can you

configure MAC to use Exchange??

exchange 2) Use Exchange Auto discover service, if it's enabled 1) POP (Post Office Protocol) 2) IMAP (Internet Message Access Protocol) Client computers to access messages on the mail server Client computers to send messages

Common Mail Server Protocols

IMAP (Internet Message Access Protocol) allows SMTP (Simple Mail Transfer Protocol) allows Why is a password important to your computer's security?

Your password is used to: 1) Install software 2) Set up accounts 3) Access the KeyChain utility 4) Log into your computer 1) Random uppercase letters 2) Lowercase letters 3) Special characters ($, @, ! and #) 4) Numbers L1quid$m0ke

The most secure passwords are created from a combination of

Example of a strong password Example of a memorable password

weed1puller

Example of a Letters and Numbers password Example of a Numbers only password Example of a Random Password Automatic login means

tSFCF4iLh2yc

007515850186

)RO{AFKTDc\0

Anyone can access your MAC simply by restarting the computer. FileVault 2 encrypts the contents of a volume. US government Advanced Encrption Standard with 128 bit keys (AES128)

FileVault 2 performs what function OS X uses what type of encryption standard??

To access an Exchange server Ensure the Exchange server has Port with a Mac from outside the 443 open and Exchange Web organization's network, you Services (EWS) are enabled must FileVault 2 recovery key can be used to do what?? The Recovery Key can be used to unlock the disk if you forget your password. Gatekeeper considers the app an exception to the security settings

When you open an app that has been blocked by

Gatekeeper, what happens to the status of the app?? What are the 3 Advanced Firewall options 1) Block all incoming connections 2) Automatically allow signed software to receive incoming connections 3) Enable stealth mode to prevent unauthorized or unexpected incoming probes from receiving a response from your MAC. 1) L2TP over IPSec 2) PPTP 3) Cisco IPSec to provide encrypted VPN connections with a built-in VPN client 1) VPN server address 2) VPN type 3) VPN account name 4) user authentication information 1) HP Jetdirect 2) IPP (Internet Printing Protocol) 3) Line Printer Daemon Extensible Messaging and Presence Protocol (XMPP)

A default installation of OS X (MAC) supports VPN over what protocols?

To use VPN, you need what information??

MAC OS X supports which printer protocols??

Messages supports what message protocol in OS X Mountain Lion

You can send messages using 1) iMessage (Messages) what services?? 2) AIM 3) Jabber (XMPP) 4) Yahoo 5) Google Talk Messages sends and receives messages from what devices?? 1) MAC 2) iPhone 3) iPad 4) iPod Touch Google Talk

Jabber can talk to what other service?? Jabber is also called??

XMPP - Extensible Messaging and Presence Protocol Back up data

Use Time Machine to perform what function?? To configure Time Machine, you must do what?? What software allows you to install and run Windows natively? What software allows Windows and OS X to run at the same time?

Connect a Firewire or USB drive to your MAC Boot Camp

1) VMware 2) Parallels

Moments ago you connected a new Firewire hard drive to your MAC. What do you do next to back up your data to the Firewire drive? Describe the function of FileVault2 Which files on a MAC does Time Machine, in its default configuration, not back up? What happens if you select "Block all incoming connections" in the Firewall service options in OS X? Which protocol CANNOT be used to print from a Mac with OS X Mountain Lion to a network printer?

Click 'Use as a Backup Disk" in the Time Machine alert dialog that appears when you connect the Firewire hard drive.

It encrypts a disk's contents

Documents that you manually copied to the Time Machine volume

Files on your Mac that are shared using Personal File Sharing will be inaccessible to users on the network. AppleTalk

Without installing any Google Talk additional software, Messages can be configured to use? From your Mac, you want to access mail, calendars, and contacts served by a Microsoft Exchange Server. Microsoft Exchange Server 2007 with Service Pack 1 or Exchange Server 2010

What is the earliest version of Exchange Server for which Mountain Lion provides builtin support for this task? What service provides directory and authentication services for Windows Server? In addition to Mail, which THREE other applications can you use to set up a new account to access a Microsoft Exchange Server? You try to open an application called Dead End, but you get an alert. You know the application comes from a trusted source. How can you open the Dead End application? A MacBook Pro with Retina display has an unknown firmware password. How can you reset the password? Active Directory

1) Contacts 2) System Preferences 3) Calendar

Control-click the application, choose Open from the shortcut menu, and then click Open in the dialog that appears

Turn off the MacBook Pro, open it and change the configuration of its physical memory modules, then close it and turn it on again.

In OS X, the "Connect to 1) AFP Server" command in the 2) FTP Finder supports what network

file protocols? You configured a Mac to print to a network printer that has a duplex unit. When you choose Print, the Print dialog does not display the twosided printing option. To enable two-sided printing, you must ________. Diego wants to run a Windows-based application on a MacBook Pro. What is a valid reason for him to use Boot Camp to do so, rather than a virtual solution like Parallels or VMWare Fusion? 1) Open Print & Scan preferences 2) select the printer 3) click Options & Supplies 4) click Driver 5) then select Duplex Printing Unit

Boot Camp runs natively without hardware-resource contention on Mac computers, so Diego will see better overall performance with Boot Camp than with virtual solutions.

Which protocol does OS X use SMB to print to a printer shared by a Windows computer? In OS X Mountain Lion, what can you use to set a firmware password? You are using Boot Camp to install Windows on a Mac. In addition to a Windows installation disc, you need The Firmware Password utility on the Recovery partition

A blank CD or DVD, or external drive formatted as MS-DOS

a(n) ________. How can you make a MAC generate a random password for you? Click the Key icon to launch Password Assistant, and choose Random from the Type pop-up menu. Connect both computers to the same network

You want to migrate documents from a Windows computer to a new MacBook using Migration Assistant. Which step will prepare for that migration? What is the role of Bonjour in the Messages application? Two days ago you connected a new USB hard drive to your Mac. Which procedure will configure Time Machine to back up your data to the USB drive? What is SMTP's role in email transactions?

Bonjour discovers other Messages users on the local network In System Preferences, click Time Machine, then click Select Disk, select the USB hard disk, and click "Use for Backup."

SMTP transfers outgoing email from the sender's mail server to the recipient's mail server. Exchange Autodiscover Service, if enabled.

The easiest way to set up Mail, Contacts and Calendar to access Exchange is

with______? If you turn on disk encryption You will not be able to log in to your and then forget your login account and your files and settings password, your Apple ID and are lost forever. your Recovery Key, what will happen? A Firmware password helps prevent Unauthorized users from booting your MAC from an external hard disk, optical disk or USB flash drive.

If your printer uses AirPrint, Recognized automatically and your printer's features are____ cannot be turned on or off. When binding to an Open Directory/LDAP server, you will need what pieces of information from the server administrator? When Binding to an Active Directory or an Open Directory server, where do you go to setup the connections? How do you browse for a server? 1) Server Name or IP address 2) Whether the server requires the Secure Sockets Layer (SSL) protocol

1) Apple Menu 2) System Preferences 3) Users and Groups

1) Finder 2) Go>Connect to Server 3) Click Browser

When sharing files or folders, where do you go to share these files or folders? Where do you go to setup Messaging? Where do you go to setup an iCloud account? How do you manually configure a mail account?

1) Apple Menu 2) System Preferences 3) Sharing 1) System Preferences 2) Mail, Contacts and Calendars 1) System Preferences 2) Mail, Contacts and Calendars 1) In Mail, choose file>Add account or click the (+) in the accounts pane of Mail preferences. Enter account information 1) Apple Menu 2) System Preferences 3) Security and Privacy 4) General 5) Require password 1) System Preferences 2) Users and Groups 3) Click lock icon to unlock 4) Enter administrator password 5) Login options 6) Select off 1) System Preferences 2) Security & Privacy

How do you lock your screen when you leave your computer?

How do you disable "Auto Login"?

Where do you setup File Vault2?

If the recovery Key is hidden, what do you do? How do you set a Firmware password? What is "sandboxing" ?

Click the triangle next to Show Recovery Key Restart the computer and hold down the option key Restricting what actions programs can perform on your Mac, what files they can access, and what other programs they can launch Keeps malicious commands from finding their targets. Protects the memory in your Mac from attacks 1) System preferences 2) Security & Privacy 1) Control click the app 2) Choose Open from the shortcut menu 3) Then click Open 1) System Preferences 2) Security and Privacy 3) Firewall 4) Click lock to unlock 5) Type in administrator credentials

Library Randomization

Execute Disable

Where do you set allowed software preferences? How do you open a file blocked by Gate Keeper?

How do you turn off a service in the Sharing Preferences?

6)Turn on Firewall How do you setup a VPN? 1) System Preferences 2) Network 3) Click the (+) button at bottom 4) Choose VPN 1) Open a document 2) Choose File>Print

How do you connect to a printer?

How do you change a printers 1) System Preferences options? 2) Print and Scan 3) Select your printer 4) Choose Options and supplies>driver 5) Select the options

Mac Integration Basics 10.8

Adding a Mac to a Windows or Other Standards-Based Network
Apple Inc. 2012 Apple Inc. All rights reserved.
! COPYRIGHT

The Apple logo is a trademark of Apple Inc., registered in the U.S. and other countries. Use of the keyboard Apple logo (Option- Shift-K) for commercial purposes without the prior written consent of Apple may constitute trademark infringement and unfair competition in violation of federal and state laws. Apple, the Apple logo, AirPort, Finder, FireWire, iPhone, iPod, iTunes, Mac, Mac OS, QuickTime, Safari, and Time Machine are trademarks of Apple Inc., registered in the U.S. and other countries. iPad is a trademark of Apple Inc. AppleCare is a service mark of Apple Inc., registered in the U.S. and other countries. The Bluetooth word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by Apple is under license. Adobe and PostScript are trademarks or registered trademarks of Adobe Systems Incorporated in the U.S. and/or other countries. UNIX is a registered trademark of The Open Group in the U.S. and other countries. Other company and product names mentioned herein are trademarks of their respective companies. Mention of third-party products is for informational purposes only and constitutes neither an endorsement nor a recommendation. Apple assumes no responsibility with regard to the performance or use of these products. All understandings, agreements, or warranties, if any, take place directly between the vendors and the prospective users. All understandings, agreements, or warranties, if any, take place directly between the vendors and the prospective users. Every effort has been made to ensure that the information in this manual is accurate. Apple is not responsible for printing or clerical errors. Because Apple periodically releases new versions and updates to its software, images shown in this book may be different from what you see on your screen. 07-13-2012

Contents
Introduction 5
Overview 5 Prerequisite Knowledge 5

Network Accounts 6
Configuring a Mac to Connect to a Network Account Server 6 Using Network Accounts 11 Summary 12

File Sharing 13
Connecting to File Servers 13 Personal File Sharing 15 Summary 16

Email, Calendars, and Contacts 17

Mail, Contacts & Calendars Preferences 17 Email 20 Contacts 23 Calendars 25 Summary 28

Security 29
User Account Security 29 System Security 32 Network Security 38 Summary 43

Printing from OS X Computers 44

Connecting to a USB Printer 44 Set Up a Printer to Print Wirelessly 45 Printing to a Network Printer 45 Specify Your Printers Features 48 Share Your Printer 48 Summary 49

Instant Messaging 50
About iMessage and iOS Devices 50 About Jabber Accounts 51 Configuring Messages 52 Chat on Your Local Network 55 Summary 56

Data Management and Backup 57

Migrating Data from Windows to a Mac 58 Backing Up Data 59 Summary 63

Cross-Platform Compatibility 64
Cross-Platform Compatibility 65 Running Windows on a Mac 66 Summary 71

Additional Resources 72
Mac Integration Basics Exam 72 OS X Training & Certification 72 Books 73 Support 73

Introduction

Overview

This guide is for people bringing a Mac into a small-business environment thats predominantly Windows based and most likely using Windows Small Business Server. The guide is also for users replacing a Windows computer with a Mac, and for system administrators supporting Mac users. In this guide, youll learn how to integrate a Mac within your organizations network environment, including how to configure your Mac to work with Active Directory and how to take advantage of network services, file sharing, printing, instant messaging, emailing, calendars, and contacts. Youll also learn about security at the user, local network, and remote networking levels. Youll learn about data management, both migrating your data from a Windows computer as well as backing up your important data. Finally, youll learn how to run Windows programs directly on your Mac, giving you total compatibility and interoperability with your colleagues who use Windows.

Prerequisite Knowledge
This material assumes you have a basic understanding of OS X skills and terminology. If youre new to the Mac, you should review one of two online Apple Support resources that provide an introduction to using the Mac: Switch 101 Designed for a PC user who has just switched to the Mac and wants to find out how to adapt old working habits to the Mac. Switch 101 is located online at www.apple.com/support/switch101/.

Mac 101 Written for people who are new to computers or simply need a refresher course on how to get the most out of a Mac. Mac 101 is located online at www.apple.com/support/mac101/.
5

Network Accounts

Windows Small Business Server and Windows Server use Active Directory to provide accounts, authentication, and shared services for network users. Open Directory is another directory server implementation that enables the use of LDAP directory services. Whatever directory service protocol your organization uses, Mac users can effortlessly join existing networks and follow enterprise policies for strong authentication and password-protected access to network resources. Adding a Mac to a network with directory services is a simple process thanks to the network account support built into OS X Mountain Lion.

Configuring a Mac to Connect to a Network Account Server

Before your Mac can use a network account, you must first configure it to connect to a directory server. This process is called binding. You bind your Mac to a server in the Users & Groups pane of System Preferences and you need to authenticate as an administrator user to start the process. In the next steps, youll learn how to bind to an Active Directory server and an Open Directory/ LDAP server. Bind to an Active Directory server: Before you bind a Mac to an Active Directory server, youll need the following pieces of information from the server administrator: The address of the Active Directory domain

 An administrator user name An administrator password !Note: Your server administrator may also specify the computer ID your computer should use. 1.Choose Apple menu > System Preferences. 2.Click Users & Groups. 3.Click Login Options. 4.If the lock icon is locked, unlock it by clicking it and entering the name and password of an administrator account.

5.Click the Join button. !If youve previously joined a directory server, click the Edit button instead of the Join button. In the dialog that appears, click the Add (+) button beneath the list of previously joined servers. 6.In the Server field, enter the Active Directory address provided by your server administrator. !The dialog expands to display the Active Directory Settings fields. 7.Enter the Active Directory user name and password provided by your server administrator.

8.Optionally, edit the ID you want Active Directory to use for your server. !The Client Computer ID is preset to the name of the computer. (This is the same name the Mac uses in the Sharing preferences.) You can change this to conform to your organizations naming convention for computers in the Active Directory domain. If youre not sure, check with the server administrator. 9.Click OK. !This creates a record for your Mac in the Active Directory domain. !Bind to an Open Directory/LDAP server: !When adding an Open Directory server, youll need the following pieces of information from the server administrator: The server name or IP address Whether the server requires the Secure Sockets Layer (SSL) protocol

1.Open System Preferences by clicking the System Preferences icon in the Dock or by choosing System Preferences from the Apple menu. 2.Click Users & Groups.

3. Click Login Options.

4.If the lock icon is locked, unlock it by clicking it and entering the name and password of an administrator account. 5.Click the Join button. !If youve previously joined a directory server, click the Edit button instead of the Join button. In the dialog that appears, click the Add (+) button beneath the list of previously joined servers.

6.You can choose a server from the pop-up menu or manually enter the servers domain name (or IP address).

10

7. Click OK. OS X connects to the directory server. Youll be notified if the directory server doesnt provide a secure connection via SSL and be given the option to continue or cancel the connection to the server. Youve bound your Mac to an LDAP server.

Using Network Accounts

Now that youve configured your Mac to connect to a directory server, you can log in to it using your network user account. Before you can log in, youll need a network account user name and password from the server administrator. For Active Directory accounts, the user name can be in one of three formats:! shortname! shortname@domain.com! DOMAIN\shortname Log in using a network account: 1.If youre currently logged in on your Mac, log out by choosing Log Out from the Apple menu. !OS X logs you out and a login window lists all the local user accounts, followed by Other. 2.Click Other and enter the network account user name and password provided by your server administrator. 3.Press Return or click the Log In (right arrow) button. !Youre now logged in to your Mac with the account provided by the directory server. Your Mac system is fully integrated into the network.

11 12

Summary
In this chapter, youve learned the steps for setting up a Mac to connect to a directory server. Based on what youve learned, you should be able to perform these tasks: Get the information from the directory server administrator necessary to bind a Mac to a directory server Bind a Mac to a directory server Log in to a Mac with a network user account !After completing these steps, your Mac can take advantage of user authentication and network resources provided by your organizations directory server. OS X includes built-in support that makes this process simple.

File Sharing

Organizations constantly share files and resources across networked computers.!OS X Mountain Lion supports a wide variety of the most popular file server protocols. In this chapter, youll learn how to connect your Mac to file servers. Youll also learn how to configure personal file sharing to let other network users access files on your Mac.

Connecting to File Servers

You can connect to Mac and Windows computers that have file sharing turned on, and to file servers that are using the AFP, SMB/CIFS, NFS, WebDAV, and FTP protocols. To access shared files stored on personal computers and file servers on your network, you

can either browse for the computer by name in a Finder window, or enter the computers IP address directly in the Connect to Server dialog. Connect to a computer or server by browsing: 1.In the Finder, choose Go > Connect to Server. 2.Click Browse.!The computers on your network that have sharing turned on are listed in a Finder !window. 3.Search for the computer or servers name. !You may also need to know the network area or workgroup the computer is located in.

13

4.When you locate the shared computer or server you want, select it and click Connect As. 5.If necessary, enter your user name and password and select volumes or shared folders on the server. !Note: To make it easier to connect to the server in the future, select Remember this password in my keychain to add your user name and password for the server to your keychain. Next time you want to connect to this file server, your authorization information will be remembered, and youll gain access automatically. !Connect directly to Windows file servers: 1.In the Finder, choose Go > Connect to Server. 2.Type the network address for the computer or server in the Server Address field using !one of these formats: !smb://DNSname/sharename smb://IPaddress/sharename !where DNSname is the domain name of the server, IPaddress is the servers IP address, and sharename is the name of the shared volume to be mounted. !Note: SMB stands for the Server Message Block protocol, used mainly by Windows computers to provide shared network access. SMB is also known as the Common Internet File System, or CIFS. !If youve connected to the file server recently, you can also choose it from the Recent Servers (the clock) pop-up menu. !To add a computer or server to your

Favorite Servers list, click the Add (+) button after you enter the address. !If youve added a server to the Favorite Servers list, you can double-click the servers address in the list. 3.Click Connect. 4.For Connect as select Registered User and enter the user name and password you !were provided by the server administrator. !Youve now used your Mac to access files stored on network file servers. You may also want to set up your Mac so that other network users can access your files with personal file sharing. The next section shows you how to enable personal file sharing on your Mac.

14

Personal File Sharing

To allow other network users to connect to your Mac, you have to turn on file sharing in System Preferences. You may want to create a special file-sharing account on your Mac to maintain the security of your unshared files. Youll need to give these pieces of information to the users you want to authorize to access your shared files: The IP or Bonjour (the OS X auto network-discovery feature) address of your Mac The user account name for the account on your Mac that has file sharing turned on The user account password for the file-sharing account on your Mac!Note: If you want to use a user account that existed before you installed the latest version of OS X, you may need to reset the password for the account in Users & Groups preferences. !Before you set up sharing, you should select which folders to share with network users and which permissions users will have. By default, the Mac administrator account has full read and write access, and all others have only read access. !Select which folders to share: 1.Choose Apple menu > System Preferences, and then click Sharing. 2.Select File Sharing in the list. 3.Click Add (+) at the bottom of the Shared Folders list, and then locate the folder, select it, and click Add.

4.By default, any user set up on your Mac in Users & Groups preferences can connect to your Mac over the network. A user with an administrator account can access your entire computer. !To give only specific users access to a folder, select the folder in the Shared Folders list and click Add (+) at the bottom of the Users list. Then do one of the following: Select a user from Users & Groups, which includes all the users of your Mac. Select a user from Network Users or Network Groups, which includes everyone on your network. Select a person from your contacts. Create a password for the person, and then click Create Account. Click New Person. Enter a name and password for the person, click Create Account, and then select the person from Users & Groups.

5.Select the user in the Users list, and then click the triangles next to the user name and choose the level of access the user should have to the selected folder:
15 16

No Access: The user cant see or copy files from the folder. Read & Write: The user can see and copy files to and from the folder. Read Only: The user can view the contents of the folder but cant copy files to it. Write Only (Drop Box): The user can copy files to the folder but cant view its contents.

6. Give authorized users your computers IP or Bonjour address and the user name and password they should use to share files with your computer. You can see your computers Bonjour address in the Sharing pane. Now that youve granted users access and configured your folder permissions, you need to set the protocol your computer uses to share files. You can share files using Apple Filing Protocol (AFP) or Server Message Block (SMB) protocol. OS X uses AFP to share files with other Mac computers and SMB to share files with Windows users. In the following section youll learn how to enable file sharing on your Mac.

Enable personal file sharing for Windows and Mac users: 1.Choose Apple menu > System Preferences, and then click Sharing. 2.Select File Sharing, and then click Options. 3.Select Share files and folders using SMB or Share files and folders using AFP. You can select more than one. !If youre sharing files with Windows users, make sure to select the SMB option, select the On checkbox next to the name of each account that will share files from a Windows computer, and enter the password for that account. !To help keep your computer secure, you may want to create a special account for Windows users in Users & Groups preferences. !Note: Because the passwords for some Windows users may be stored less securely, its a good idea to disable Windows users accounts when theyre not in use. Deselect the On checkbox next to an account to disable the account. Be sure to disable the account before you turn off file sharing on your computer. Otherwise, the password is still active and stored in a lesssecure manner. 4.Click Done.!Youve enabled personal file sharing on your Mac. Authorized network users can now !access the files and volumes you chose to share. !Summary !In this chapter, youve learned the steps for sharing files to and from a Mac with network file servers. Based on what youve learned, you should be able to perform these tasks: Access shared files on a network using a Mac via browsing and direct connection Set up folder and user permissions for personal file sharing Enable personal file sharing over SMB and AFP on a Mac Provide network users with a user name and password so they can access files on your Mac

Email, Calendars, and Contacts

OS X Mountain Lion has out-of-the-box support for email, contacts, and calendars using standards-based servers including Microsoft Exchange Server, POP, SMTP, and more. With OS X Mountain Lion, you can easily connect directly to shared services such as email, calendars, and Global Address Lists. Youll use Mail, Calendar, and Contacts and take advantage of powerful Mac features including Spotlight, Quick Look, data detectors, and more. In this chapter, youll learn how to configure the OS X Mail application to send and receive email via common server types. Then youll learn how to configure Contacts to access shared contacts. Finally, youll learn how to configure Calendar to access shared calendar services.

Mail, Contacts & Calendars Preferences

You can use Mail, Contacts & Calendars in System Preferences to quickly set up Mail, Messages, and other applications, using information about your iCloud, Google, and other web service provider accounts.

17

List of accounts The list shows you the web service provider accounts you provided information for during installation, when creating an account in an application, or by using Mail, Contacts & Calendars preferences.

Select an account to see which applications use it. To view or change information about an account, select the account and click Details. Add (+) Click this button to display the kinds of service provider accounts you can use with your applications. Select iCloud, Yahoo!, or another popular account type, or select Other. Delete () Click this button to delete all the accounts in applications that use the selected account. If multiple applications use the selected account, you can stop a specific application from using the account by deselecting the applications checkbox. Add an account in Mail, Contacts, & Calendars preferences: 1.Choose Apple menu > System Preferences, and then click Mail, Contacts & Calendars. 2.If you have already added an account, click the Add Account (+) button.

18

3.Click an account type, enter your account information, and then follow the onscreen instructions. 4.Make sure the apps you want to use with the account are selected.

19

Email
In this chapter, youll learn how to set up OS X Mail to connect directly to an Exchange server; then youll learn how to connect to common non-Windows mail servers.

Connecting to an Exchange Server

To connect a Mac to an Exchange server, youll need the following pieces of information from the server administrator: The fully qualified domain name for the organizations Client Access Server (CAS), typically expressed in the format: exchange01.example.com The Exchange user name, which is generated by the administrator for each user

 The Exchange password, which is also generated for each user !After you have the required information, you can either manually configure your Mac to use Exchange, or configure the Mac using the Exchange Autodiscover service, if its enabled. !Note: Exchange support requires Microsoft Exchange Server 2007 Service Pack 1 or Exchange Server 2010. !Connect to an Exchange server with Autodiscover enabled: !The easiest way to set up Mail, Contacts, and Calendar to access Exchange is with the Exchange Autodiscover service. If this feature is enabled on the Exchange server, just open the Add Account pane in Mail on your Mac and enter your Exchange email address and password. !Mail uses the Autodiscover service in Exchange to get relevant account information, and you can start using Exchange services immediately. If Autodiscover isnt enabled on the Exchange server, follow the steps below to manually configure your Mail account.

20

Manually configure Mail for an Exchange account: 1.In Mail, choose File > Add Account or click Add (+) in the Accounts pane of Mail preferences. 2.Enter information about the user.!Mail searches for the information it needs to finish setting up the account. If it cant !find the information, continue to the next step. 3.Choose Exchange from the Account Type pop-up menu. 4.Enter a description for the account (for example, Work or Exchange). 5.Enter the fully qualified domain name for the organizations Exchange Client Access Server.

6.Make sure the Contacts and Calendar checkboxes are selected to automatically set up those applications. !If you couldnt configure Contacts and Calendar automatically during this process, see the upcoming sections for additional manual configuration steps. 7.Click Continue. !Note: To access an Exchange server with a Mac from outside the organizations network, confirm with the server administrator that port 443 is open and Exchange Web Services (EWS) is enabled. !Youve now configured Mail for use with Exchange. You can confirm this by checking your email and sending email to a colleague from your Exchange account. E ! mail with POP and IMAP Servers !If your organization uses a non-Windows server to administer email services, you can easily configure Mail for access. Common mail server protocols include Post Office Protocol (POP) and Internet Message Access Protocol (IMAP), which allow client computers to access messages on the mail server, and Simple Mail Transfer Protocol (SMTP) for sending messages. OS X Mountain Lion includes the Automatically set up account option. This option configures email settings for many popular email service providers. !Note: If you dont see this option, make sure the domain (the part after the @ sign) is spelled correctly. If it is, youll need to manually configure the account because Mail doesnt recognize the email service provider. !Configure Mail to automatically connect to common email services: 1.Open Mail. 2.If the Welcome to Mail assistant doesnt appear, choose Add Account from the File !menu. 3.Fill in the full name, email address, and password you received from your email service provider and click Continue. 4.Click Create to complete the process.
21

Manually configure Mail to connect to common email services: Before manually setting up email, you need to get your user name, password, account type, security settings, and incoming and outgoing mail servers from your email service provider. 1.Open Mail.

2.If the Welcome to Mail assistant doesnt appear, choose File > Add Account. 3.Fill in the full name, email address, and password from your email service provider. 4.Click Continue. 5.Choose the proper account type. This is the protocol the email service uses, such as IMAP, POP, and so on. 6.Give the account a descriptive name so you can identify it. 7.Enter your Incoming Mail Server, User Name, and Password. Click Continue. 8.If prompted, enter your Incoming Mail Security settings. Click Continue. 9.For Outgoing Mail Server, enter a useful description. 10. 11. 12. 13. 14. 15. Enter the Outgoing Mail Server address. If necessary, select Use Authentication and enter your user name and password. Click Continue. If prompted, enter your Outgoing Mail Security settings. Click Continue. Verify your settings in the Account Summary and select Take account online. Click Create to complete the process.

22

Youve configured Mail for use with a variety of common mail server protocols. You can confirm this by checking your inbox as well as sending a test email to yourself or a colleague.

Contacts
You can automatically set up Contacts for use with Exchange by following the Mail configuration steps described in the Email section, but you might need to configure them manually. For example, if youre not using OS X Mail but still want to sync your contacts with Exchange, youll need to do it manually. Add an Exchange account in Contacts: 1.Open Contacts. 2.Choose Contacts > Preferences, and then click Accounts. 3.Click Add (+) in the lower-left corner of the Accounts pane.

23

4.Choose Exchange from the Account type pop-up menu and enter the Exchange user name and password provided by the server administrator. 5.When youre done, click Create. !The Contacts account assistant searches directory services for an account that matches the information you provided, and uses settings from the found account to create your new Contacts account. !For some accounts, if Contacts cant complete the process, it displays the Account Settings pane, where you can enter more detailed information. To display the Account Settings pane yourself, hold down the Option key while you move the pointer over the Create button, and then click it when the label changes to Continue. !Youve configured Contacts for use with Exchange. Having access to your preexisting contacts can greatly increase your productivity and make your transition to the Mac easier.

24

Calendars

Calendar on your Mac includes the ability to view real-time availability of coworkers and conference rooms in the Global Address List, and to autocomplete their names when you invite them to meetings. You can also receive and reply to meeting invitations, and send invitations to people outside your organization using email. In this section, youll learn how to set up an Exchange account in Calendar. Then youll learn how to configure Calendar for use with other calendar services, including Google and Yahoo!. Add an Exchange account in Calendar: Calendar can be automatically set up for use with Exchange as part of the Mail configuration steps described in the Email section, but you might need to set it up manually. 1.Open Calendar. 2.Choose Calendar > Preferences and click Accounts. 3.To add a new account, click the Add (+) button in the lower-left corner.

25

4.Choose Exchange from the Account Type pop-up menu and enter the Exchange user name and password provided by the server administrator. 5.Click Create. !Calendar finds any calendar accounts associated with the email address you provided. !Configure Calendar for Google Calendar: 1.Open Calendar. 2.Choose Calendar > Preferences and click Accounts.

3.To add a new account, click the Add (+) button in the lower-left corner.

26

4.Choose Google for the account type and enter the email address and password you use to access your Google account. 5.Click Create.!After Calendar creates the Google account, it provides you the option to set up other !OS X applications using the same account. !Select any additional applications youd like configured and click Create. !Youve configured Calendar for use with a variety of standards-based calendar services. Test the configuration by choosing Calendar > Refresh All, which starts downloading the latest versions of all your shared calendars.

27 28

Summary

In this chapter, you learned how to configure a Mac to access server-based mail, contacts, and calendar services. Based on what youve learned, you should be able to perform the following tasks: Configure the OS X Mail application to send and receive email using various types of mail servers Configure the Contacts application to access shared contacts on an Exchange server Configure the Calendar application to access shared calendar services including Exchange, Google Calendar, and Yahoo! Calendar

Security

OS X Mountain Lion offers strong, easy-to-use tools for all key aspects of network and computer security. Its important to maintain security at every level by protecting your user data, protecting your Mac system, and securing your network. Security is a complex topic and this isnt a comprehensive guide, so please consult the additional resources at the end of this chapter for more information. In this chapter, youll learn how to secure your user data by choosing a strong password, configuring your home folder permissions, and enabling FileVault 2. Next, youll learn how to protect your Mac system by setting a firmware password and enabling antivirus software. Finally, youll learn how to enable network security by configuring the OS X firewall and VPN access services.

User Account Security

Choosing a Password
Its important for everyone in a corporate work environment to create strong passwords. A weak password can be compromised, allowing access to your Mac, your files, and your personal email account, as well as sensitive company data. The password you choose is very important for your computers security, as it will be used to install software, set up accounts, access the keychain utility, and log in to your computer.

The most secure passwords are created from a combination of random uppercase letters, lowercase letters, special characters (such as $, @, !, and #), and numbers. For example, L1quid$m0ke is a good password because its a long, easily remembered, uncommon phrase with letters replaced by special characters and numbers. Mountain Lion includes Password Assistant, a feature that checks the strength of a password or generates a strong password for you. You can specify the length and type of password youd like it to generate.
29

You can choose from the following methods for setting a password: Manual You enter a password, and then Password Assistant reports the robustness of that password to you on a Quality bar. If the password is weak, Password Assistant offers tips for increasing the quality of the password. Memorable You adjust the passwords Length setting, and then Password Assistant generates a list of memorable passwords in the Suggestion field. An example is wept1]puller. Letters & Numbers You adjust the passwords Length setting, and then Password Assistant generates a list of passwords with a combination of letters and numbers. An example is tSFCF4lLh2yc. Numbers Only You adjust the passwords Length setting, and then Password Assistant generates a list of passwords containing only numbers. An example is 007515850186. Random You adjust the passwords Length setting, and then Password Assistant generates a list of passwords containing random characters. An example is )RO{AFKTDc\0. FIPS-181 compliant You adjust the passwords Length setting, and then Password Assistant generates a password that is FIPS-181 compliant. An example is cdavicourgok. Use Password Assistant to create a password: 1.Choose Apple menu > System Preferences, click Users & Groups, and then click the Change Password button. 2.Click the Key button ( ) to the right of the New password field. This opens the Password Assistant. 3.From the Type pop-up menu, choose Memorable, Manual, or the type of

password that meets your companys security standards. !You can also choose the number of characters youd like for an automatically generated password by moving the Length slider to the left or right.

30

4. Click the Change Password button.

By setting a strong password, youve protected your personal data from unauthorized access.

Locking the Computer Screen

If you want to stay logged in to your computer while youre away from it but need to prevent others from using it, you can lock the screen. When you return to the computer, type your login name and password to continue working. Require authentication to wake your computer: 1.Choose Apple menu > System Preferences, click Security & Privacy, and then click General. 2.Select Require password...after sleep or screen saver begins.!You can adjust the length of delay before a password is required in the pop-up menu. !Locking the screen doesnt prevent other users from turning off the computer and restarting it, and then logging in to their own account. If you think this could happen, be sure to save your work before you leave your computer. !To lock your screen quickly when fast user switching is enabled, click your name at the top right of the screen and choose Login Window from the menu. Your applications will remain open and undisturbed, but your computer will be

locked.

31 32

Disabling Automatic Login

If your computer starts up without displaying the login window, its set up to log in to a specified user account automatically. When a computer is shared by multiple users, its best to set up a unique account for each user and disable automatic login. Using separate accounts protects each users information and makes the computer more secure. Important: Because automatic login means anyone can access your Mac simply by restarting it, disable automatic login to keep your computer secure. If automatic login is enabled, make sure the computer isnt set up to automatically log in to an account with administrator privileges. Turn off automatic login: 1.Choose Apple menu > System Preferences and click Users & Groups. 2.Click the lock icon to unlock it, and then type an administrator name and password. 3.Click Login Options. 4.Choose Off from the Automatic login pop-up menu. !The next time you start up your computer, the login window will appear and youll need to enter a user name and password to log in. !System Security !Security goes beyond setting passwords and encrypting data, so OS X supports additional methods to secure the system itself. FileVault 2 encrypts the contents of a volume. Setting a firmware password helps keep unauthorized boot devices from bypassing the OS-level security. Antivirus protection helps ensure that any viruses from other operating systems on the network wont threaten your data. F ! ileVault 2 !You can use FileVault 2 to protect the files on your disk from being seen or copied. FileVault 2 disk encryption encodes the

information stored on your disk so it cant be read unless the login password is entered. !If you store sensitive information on your computer, you should consider using FileVault disk encryption. For example, if you carry all your companys financial data on your portable computer and you lose it, someone could access sensitive data that might hurt your business. If youre logged out of your account when your computer is lost but the data is encrypted, your information is protected. !The disk encryption in OS X uses the governmentapproved encryption standard, the Advanced Encryption Standard with 128bit keys (AES-128). !When you turn on FileVault 2, you get a recovery key. You can use the recovery key as a safety measure to unlock the disk if the administrators login password is forgotten. !To ensure security, when you turn on FileVault 2, other security features are also turned on. For example, a password is required to log in after waking from sleep and after leaving the screen saver. After the initial startup, only users enabled in FileVault will be able to log in; other users will need an administrator to log in first. WARNING: Dont forget your administrator password. If you turn on disk encryption and then forget your login password, your Apple ID, and your recovery key, you wont be able to log in to your account, and your files and settings are lost forever. Set up FileVault 2: 1.Choose Apple menu > System Preferences, click Security & Privacy, and then click FileVault. 2.Click the lock icon to unlock the pane, and then type an administrator name and password. 3.Click Turn On FileVault. 4.If the computer has multiple accounts, a list of accounts appears.

33

You can enable a user to log in after the computer starts up. If the user isnt enabled, an administrator will need to log in before the user can log in to the account.!For each user you want to enable, click Enable User next to that users name, and enter (or have the user enter) the users login password, and then click OK. 5.A dialog appears with a recovery key that you can use to unlock the disk if you forget your password. If the recovery key is hidden, click the triangle next to Show Recovery Key. 6.Copy the recovery key and store it in a safe place, and then click Continue. 7.Choose whether you want the added safeguard of storing the recovery key with Apple. If the recovery key is stored with Apple, you can retrieve it by contacting Apple Support and answering three selected questions. If you want to store the recovery key with Apple, select Store the recovery key with Apple, then choose and answer three questions. Apple Support will ask these questions when you contact it. The answers are

required to unlock the recovery key, which is encoded and cant be read. Be sure the answers are ones you can easily remember. If you dont want to store the recovery key with Apple, select Do not store the recovery key with Apple.

8.Click Continue. 9.Click Restart. !After you restart, encryption begins. It may take some time to encrypt your disk, depending on how much information you have on the disk. However, you can use the computer as usual while the disk is being encrypted.

34

Firmware Password
You can set a firmware password to enable low-level hardware protection for your Mac. A firmware password helps prevent unauthorized users from booting your Mac from an external hard disk, optical disc, or USB flash drive. Set a firmware password: 1.Restart the computer and hold down the Option key. 2.When the list of bootable volumes appears, double-click the Recovery HD hard drive. 3.When the Mac OS X Utilities window appears, choose Utilities > Firmware Password Utility. 4.Click Turn On Firmware Password. 5.Enter a password in the Password and Verify fields. 6.Click Set Password. 7.Click Quit Firmware Password Utility. !You can test your settings by attempting to

start up in single-user mode. Restart the Mac while holding down the Command and S keys. If the Mac doesnt start up in single-user mode, and instead displays the login window, changes made by the Firmware Password Utility were successful. !Reset a firmware password: !To reset a lost or forgotten firmware password, youll need access to the inside of the Mac (just like resetting a PC BIOS password requires removing the onboard battery). 1.Shut down the Mac. 2.Change the memory configuration by adding or removing RAM. 3.Start up the Mac. !This clears the firmware password. 4.Shut down the Mac again. 5.Return the RAM to its original configuration. 6.Start up the Mac. !Note: To reset a lost firmware password on later model computers, such as the MacBook Air (Late 2010) and later, the MacBook Pro (Early 2011) and later, the iMac (Mid 2011) and later and the MacBook Pro with Retina Display, you will need to take the Mac into an Apple Retail Store or Apple Authorized Service Provider. For more information, go to support.apple.com/kb/TS3554.
35 36

Antivirus Protection
OS X offers a multilayered system of defenses against viruses and other malicious applications, or malware, with virtually no effort on your part. For example, it prevents hackers from harming your programs through a technique called sandboxing restricting what actions programs can perform on your Mac, what files they can access, and what other programs they can launch. Other automatic security features include Library Randomization, which keeps malicious commands from finding their targets, and Execute Disable, which protects the memory in your Mac from attacks. Viruses are uncommon in OS X, but its a good idea to be aware, especially when exchanging files with computers on other operating systems. Regular use of commercial antivirus software such as Norton AntiVirus or Intego VirusBarrier can help prevent virus forwarding.

Gatekeeper
Gatekeeper makes it safer to download apps by protecting you from accidentally installing malicious software on your Mac. Gatekeeper gives you three security options for downloading and installing apps for your Mac. The safest place to download apps for your Mac is the Mac App Store. Apple reviews each app before its added to the store, and if theres ever a problem with an app, Apple can quickly remove it from the store. Gatekeeper also makes it safer for you to download and install software from anywhere on the web. Developers can get a unique Developer ID from Apple and use it to digitally sign their apps. The Developer ID allows Gatekeeper to verify that apps were developed by known developers and havent been tampered with. If an app was developed by an unknown developerone without a Developer IDGatekeeper can keep your Mac safe by blocking the app from being installed. Set the allowed software sources: 1.Choose Apple menu > System Preferences, click Security & Privacy, and then click General. 2.Choose the software sources you allow. Mac App Store: You can only download apps from the Mac App Store. Apple identifies all the developers of apps in the Mac App Store, and reviews each app before its accepted. When you download an app from the Mac App Store, OS X checks the app before it opens the first time to make sure it hasnt been modified since the developer shipped it. If theres ever a problem with an app, Apple removes it from the App Store. Mac App Store and identified developers: You can download apps from the Mac App Store and applications from identified developers. Although apps from outside the Mac App Store arent reviewed, identified developers are registered with Apple. If problems occur with an app, Apple can revoke its authorization. OS X checks the app before it opens the first time to make sure it hasnt been modified since the developer shipped it. Anywhere: You can download apps from anywhere. This setting turns off Gatekeeper and your Mac behaves the same as it did in previous versions of OS X. This is the least secure setting because OS X doesnt check the apps source, or whether the app has been modified or broken. !In addition to apps, other types of files may not be safe.

Scripts, web archives, and Java archives can harm your system. An alert appears when you first try to open these files. Of course, not all files like this are dangerous, but you should be careful when opening any downloaded file.

37

To open the app that was blocked by Gatekeeper, press the Control key, click the app, choose Open from the shortcut menu, and then click Open. Once youve opened an app, its considered an exception to the security settings and you can double-click to open it.

Network Security
In addition to user account and system security, network security is also very important to organizations. The OS X firewall helps protect your Mac from unauthorized incoming access by other systems on both a local network and the Internet. The virtual private network (VPN) service provides a secure way for your computer to remotely access networks.

OS X Firewall
You can use the OS X personal firewall to block unwanted incoming connections to your computer. A firewall protects the services on your computer from other computers on the network or Internet. Services that are turned on in Sharing preferences already appear in the list of services that other computers can connect to. To prevent incoming connections to one or more of these services, you must turn off the service in Sharing preferences. Turn on the OS X firewall:

1.Choose Apple menu > System Preferences, click Security & Privacy, and then click Firewall. 2.Click the lock icon to unlock it, and then type an administrator name and password.

38

3. Click Turn On Firewall to enable the firewall.

Configure advanced firewall options: 1.While in the Firewall pane of Security & Privacy preferences, click Firewall Options.

2.You can select from three advanced firewall options: Select the Block all incoming connections checkbox to allow incoming connections for basic Internet functions only. You can still check email and browse the web, but this mode prevents all sharing services found in the Sharing pane of System Preferences, such as File Sharing and Screen Sharing, from receiving incoming connections. To use sharing services, deselect this option. Select the Automatically allow signed software to receive incoming connections checkbox to allow applications that are already signed by a valid certificate authority to be automatically added to the list of allowed applications, rather than

39

prompting you to authorize them. For example, since iTunes is already signed by Apple, this setting automatically allows it to receive incoming connections through the firewall. Select the Enable stealth mode checkbox to prevent unauthorized or unexpected incoming probes from receiving a response from your Mac. Your computer will still answer requests coming in for authorized applications, but other unexpected requests, such as network pings from other computers trying to discover your Mac, wont get a response. 3. Click OK when youre done making changes to the advanced settings.!Youve configured the built-in firewall service and increased the security of incoming network connections.

Virtual Private Network

With virtual private network (VPN) access, you can use network services while youre offsite, and simultaneously prevent access by unauthorized individuals. OS X supports standards-based L2TP over IPSec, PPTP, and Cisco IPSec to provide encrypted VPN connections with a built-in VPN client. To connect to a VPN, youll need to get the VPN server address, VPN type, VPN account name, and user authentication information from the network administrator. Set up a VPN connection: 1. Choose Apple menu > System Preferences, and then click Network.

40

2.Click the Add (+) button at the bottom of the network connection services list, and then choose VPN from the Interface pop-up menu. 3.Choose what kind of VPN connection you want to set up from the VPN Type popup menu and give the VPN service a name. 4.Enter the server address and the account name for the VPN connection.

41

5.Click Authentication Settings, and enter the user and machine authentication information. 6.Click OK, and then click Connect.

42

7. Select Show VPN status in menu bar to use the VPN status icon to connect to the network and switch between VPN services.

Youve configured your Mac to access a VPN, so you can connect remotely to your organizations network while maintaining enhanced security.

Summary
In this chapter, youve learned the steps for securing a Mac at the user data, system, and network levels. Based on what youve learned, you should be able to perform the following tasks: Improve user account security for your Mac using strong passwords Configure FileVault to prevent unauthorized access to the data on your disk Set a firmware password for low-level system protection Configure the OS X firewall to restrict incoming network access to services and data by other computers Configure your Mac to securely access a remote network using the VPN service

43

44

Printing from OS X Computers

With OS X Mountain Lion, you can quickly connect to and share a local printer as well as use remote printers on the network. Mac computers can share printing resources with Windows computers with relative ease, making it much easier to ensure that printers can be accessed by multiple platforms. In this chapter, youll learn how to configure your Mac to print to a locally connected

printer. Then youll learn how to share the printer with Windows and other network users. Finally, youll learn how to set up your Mac to connect to network printers using a variety of common printer protocols as well as how to optimize network printers.

Connecting to a USB Printer

To print to a USB printer, first make sure its connected to your computer, and then add it to your list of available printers. For most USB printers, the printer is added to the list automatically when you connect it. Add a USB printer to your list of printers: 1.Follow the instructions that came with the printer to set it up and connect it to your computer. 2.Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. !OS X updates its list of available printer software and downloads the software as needed when you add printers. 3.Open a document to print and choose File > Print. 4.Open the Printer pop-up menu and choose your printer. !If you dont see your printer, contact the printers manufacturer for more information

Set Up a Printer to Print Wirelessly

If your printer has built-in Bluetooth or Wi-Fi, you can print to it wirelessly. Set up a printer with built-in Wi-Fi: 1.Follow the directions that came with the printer to set it up and connect it to your Wi- Fi network. 2.Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. !OS X updates its list of available printer software and downloads the software as needed when you add printers. 3.Open a document to print, and then choose File > Print. 4.Open the Printer pop-up menu and choose your printer in the Nearby Printers section !of the menu. !Set up a Bluetooth printer:

1.Follow the instructions that came with the printer to set it up. 2.Choose Apple menu > Software Update to make sure OS X has the latest information !about printer software it can download from Apple. !OS X updates its list of available printer software and downloads the software as needed when you add printers. 3.Open a document to print, and then choose File > Print. 4.Open the Printer pop-up menu, and choose Add Printer. 5.Select your printer, and then click Add. !If your printer isnt in the list, Bluetooth may not be enabled on your computer. You can turn it on in Bluetooth preferences. !Printing to a Network Printer !In addition to connecting to local printers, OS X can easily connect to a variety of popular network printers. You can connect to printers on your local network that use Bonjour (the OS X auto network-discovery feature), IP, and Open Directory, as well as shared printers. !Important: If you connect a printer that includes a scanner to a local network, other computers on the local network can see whats on the scanner bed. If you scan documents with sensitive information, connect the scanner to your computers USB port. 1.If youre setting up a printer, follow the instructions that came with it to set it up and connect it to your network. 2.Choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple.!OS X updates its list of available printer software and downloads the software as needed when you add printers.
45 46

3.Open a document to print, and then choose File > Print. 4.Open the Printer pop-up menu and choose your printer in the Nearby Printers section !of the menu. 5.If you dont see your printer, choose Add Printer from the Printer pop-up menu.!A dialog appears listing any Bonjour, IP, shared, and Open Directory printers on your local network. It may take a minute or two for your printer to appear.

6.Select your printer when it appears in the list, and then click Add.!OS X automatically uses AirPrint if your printer supports it, or it selects printer software (also called a printer driver) and downloads it from Apple if necessary. !If you dont see your printer in the list, see the following sections: Set Up a Printer Shared by a Windows Computer via SMB/CIFS or Set Up an IP Printer. !Your computer can usually detect whether a printer has special accessories installed, such as additional paper trays, extra memory, or a duplex unit. If it cant, a dialog appears where you can specify them. Make sure the settings in that dialog accurately reflect your printers installed accessories so you can take full advantage of them. !Set Up a Printer Shared by a Windows Computer via SMB/CIFS !You can print to a printer connected to a Windows computer if it supports SMB/CIFS. The printers owner must set it up to be shared and use only the following characters in the name of the printer and computer: A-Z, a-z, 0-9, !, $, *, (, ), _, +, -, , and . (period). !Print to a printer shared by a Windows computer: !To add an SMB/CIFS printer to your list of available printers, you need to know the printers workgroup name. You may also need to know the user name and password for the printer. 1.Open a document to print, and then choose File > Print. 2.Choose Add Printer from the Printer pop-up menu, and then click Windows. !A network browser appears, listing the Windows workgroups on your network. 3.Select the printer from the network browser. !To locate the printer in the browser, click the workgroup, and then click print server (the computer thats sharing the printer). If prompted, enter the user name and password for the printer. 4.Choose the printer software appropriate for the shared printer from the Use popup menu. !Be sure to choose the correct printer model for the printer youre adding. For more information, see the documentation that came with the printer. If you have an HP PCL- compatible printer thats not listed, choose the printer model that most closely matches your printer. 5.Click Add. !If you cant add the Windows printer you want, the printer software your Mac has for it may not support printing via SMB/CIFS. Update the printer software on your Mac, or ask your network administrator for help.

Set Up an IP Printer
If a network printer you want to use isnt in the list of available printers, you can add it as an IP printer. The printer must support one of these printing protocols: Internet Printing

Protocol (IPP), Line Printer Daemon (LPD), or HP Jetdirect (Socket). Print to a printer shared by a Windows computer: You must know the network printers IP address or host name, printing protocol, and model number or printer software name. If the printer uses a special queue, you also need to know the queue name. See the person who manages the printer or server for help. Before you begin, choose Apple menu > Software Update to make sure OS X has the latest information about printer software it can download from Apple. Check that the printer is connected to your network and ready to print. To add an IP printer, open a document to print and choose File > Print. Choose Add Printer from the Printer pop-up menu, click IP Printer, and enter the printer information, using the following table as a guide. Option Description Choose a printing protocol your printer supports from this pop-up Protocol

HP Jetdirect Socket: HP and many other printer manufacturers

Internet Printing Protocol IPP: Modern printers and printer ser

Line Printer Daemon LPD: Older printers and printer servers m Address Queue Name Location
47

Enter the printers IP address (a number that looks like 192.168.20 printer.example.com).

If your printer requires it, enter the queue name for your printer. If leaving it blank or see your network administrator.

Enter a descriptive name for the printer (for example, Color Lase Printer pop-up menu. Enter the printers location (for example, outside my office), so menu.

Use

If this pop-up menu doesnt show the printer software appropriate Software, and then select your printer in the Printer Software list.

If that list doesnt include your printer, try downloading and instal printer driver) from the printer manufacturer. You can also try cho

pop-up menu.
48

Specify Your Printers Features

If your printers options werent accurately detected when you added it to your list of printers, you can specify the options yourself. Or if you added or changed a printer feature after adding the printer to your list of printers, you may have to update its options. For example, the Print dialog may not display options for two-sided printing because the printers duplex unit wasnt detected. Or you may have moved an extra paper tray from one printer to another, and your printer doesnt detect the change. Note: If your printer uses AirPrint, the printers features are determined automatically, and you cant turn any features on or off. 1.Choose Apple menu > System Preferences and click Print & Scan. 2.Select your printer in the list at the left. 3.Click Options & Supplies, and then click Driver. 4.Select the options you want to see when you print. !Share

Your

Printer !You can share a printer thats connected to your Mac with
another Mac, or with a UNIX computer. The computers must be on the same local network as your Mac, and the Mac users must have OS X v10.4 or later. You cant share a printer with Windows computers. !Printer sharing is for printers attached directly to your Mac. You dont need to share network printers, since theyre already shared on the network. 1.Select the Printer Sharing checkbox if its not already selected. 2.Under Printers, select the printer you want to share.!When you share a printer, all users on your network (Everyone) can use it by default. If you want to restrict access to specific people, continue with steps 34. 4.Click Add (+) at the bottom of the Users list, and then do one of the following: Select a user from Users & Groups, which includes all the users of your Mac. Select a user from Network Users or Network Groups, which includes

everyone on your network. Select a person from your contacts. Create a password for the person, and then click Create Account. Click New Person. Enter a name and password for the person, click Create Account, and then select the person from Users & Groups.

5.When you add people to the Users list, access to the shared printer is reset to No Access for users on your network (Everyone). If you want to provide access to Everyone again, click the triangles and choose Can Print. !To remove a user, select the users name and click Remove (). You cant remove Everyone. !Summary !In this chapter, youve learned the different ways you can use a Mac with local and network printers. OS X includes full support for most popular printers. You can usually add a USB printer just by connecting it to your Mac. Connecting to shared network printers, including Windows printers, is also simple and intuitive. Windows users can print to a USB printer shared over a network by a Mac with the built-in printer sharing capabilities of OS X. Based on what youve learned, you should be able to perform the following tasks:
49

Configure a Mac to print to a USB printer Configure a Mac to print to a network or Windows printer Share a local printer with network users

50

Instant Messaging

Organizations use instant messaging to keep local and remote team members and leaders in contact with each other. Messages is the OS X instant messaging application. You can

use it to send messages to iPhone, iPod touch, iPad, and Mac with Apples messaging service, iMessage. It includes support for messaging using AIM, Jabber, Yahoo!, and Google Talk accounts. Your instant message appears in a window on your colleagues screen almost as soon as you send it, so your colleague can respond right away. You can use Messages to send files to people across the Internet or on your local network. You can also set up audio and video chats to keep in touch with colleagues around the world. Messages supports the Extensible Messaging and Presence Protocol (XMPP)also known as Jabberwhich means it can communicate directly with a variety of popular messaging services. It also supports Bonjour for automatically discovering fellow Messages users on your organizations network. Messages supports the high-quality H. 264/AVC codec for video chats. Messages also includes support for Apples iMessage, a secure messaging service that you can use to send and receive messages on your iPhone, iPad, iPod touch, and Mac. You need an Apple ID to use Messages with iMessage. If you have an iTunes or iCloud account, you have an Apple ID. If you dont have an Apple ID, you can create one in Messages. In this chapter, youll learn how to set up a Mac for instant messaging with Messages and AIM, Jabber, Google Talk, and Yahoo! accounts.

About iMessage and iOS Devices

iMessage is a secure messaging service that you can use to send and receive messages on your Mac, iPhone, iPad, and iPod touch. You dont have to wait for your friends to go onlineyou can send them messages and theyll either receive the messages on their mobile devices or see them the next time they open Messages on a Mac. When someone sends you an iMessage, youll receive it on all your mobile devices with iOS 5.0 or later that are set up to use the same email address. When you view an iMessage conversation, youll see all messages sent on a Mac or on mobile devices, so you can talk to your friends wherever you are. Instead of using buddy names, you can use phone numbers or email addresses to send messages to people. If you entered their contact info in Contacts, you can enter their name and then select which phone number or email address you want to send the message to. When you send a message to your friends phone number, your friend receives your message on iPhone but not on any other devices. You need an Apple ID to use Messages with iMessage. If you have an iTunes or iCloud account, you have an Apple ID. If you dont have an Apple ID, you can create one in Messages.

About Jabber Accounts

Jabber is a cross-platform, open-source messaging system. Jabber is sometimes called XMPP (Extensible Messaging and Presence Protocol). You must have a Jabber account to send messages to people who use Jabber accounts. You can get a Jabber account from a Jabber service provider, or your workplace or organization may have a Jabber server you can use. For example, OS X Server comes with Messages server, which is based on Jabber technology. After you set up a Jabber account, you can set up Messages to use it for one-to-one and multiperson conversations with other Jabber users. You can also have audio and video chats and use screen sharing with Jabber users who have the hardware and software that support those capabilities. If the service provider of your Jabber account uses a federated messaging network, you can send messages to other Jabber users whose service providers also use federated networks. You can also add those Jabber users to the buddy list for your Jabber account. For example, because Google Talk is a Jabber-based service that uses federation, if your Jabber service uses federation, you can chat with Google Talk subscribers and you can add them to the buddy list in your Jabber account.
51

Configuring Messages
Before you use Messages, you need to enter information for your service provider accounts. Messages has an assistant to guide you through adding a new account. The Messages assistant appears when you first open Messages or add a new account in Messages preferences.

Setting Up Your First Messages Accounts

The first time you open Messages, the Welcome to Messages dialog appears. Clicking the Continue button opens the window where you can enter your Apple ID so you can use Apples iMessage service. If you dont want to use iMessage, you can simply click Continue to skip this step. Next, the assistant will prompt you to add an AIM, Yahoo!, Google Talk, or Jabber account. As with the Messages Setup screen, just click Not Now to skip this step if you dont want to use an instant messaging account at this time.

52

Adding Accounts
Before you start, have information about your existing accounts on hand. To get your account information or sign up for AIM, Jabber, Google Talk, or Yahoo! accounts, go to their websites. You can enter your messaging account information in Messages, or in the Mail, Contacts & Calendars pane of System Preferences. Set up iMessage: 1.Choose Messages > Preferences, click Accounts, and then select iMessage in the Accounts list. 2.Enter your Apple ID and password, and then click Sign In.!If you dont have an Apple ID, click Create Apple ID, enter the requested information, !and then click Create Apple ID. 3.In the You can be reached for messages at list, enter the email addresses where you want to receive messages. !When you enter an email address that isnt associated with your Apple ID, a verification email is sent to that email address. Youll need to click the Verify Now link in the verification email before you can receive messages sent to that email address in Messages. All unverified email addresses are marked with Validating. !An email address can be associated with only one Apple ID at a time. If you want to associate

an email address thats already associated with another Apple ID, log in with that Apple ID and remove the email address before trying to add it.

53

4. After signing in, you can do the following: Enable sending and receiving iMessages: Select Enable this account. Enable Read Receipts: Select Send Read Receipts. !If you and the person youre sending messages to enable read receipts, you are both notified when messages are read. Change your location: Click Account Info, and choose from the Location pop-up menu. !Your location affects the default country code appended to phone numbers without country codes in Contacts. Incorrectly listing your location could result in not being able to send messages to people when you use their phone numbers. Sign out: Click Account Info, and then click Sign Out. View your Apple ID account information: Click Account Info, and click View Account. !Set up other accounts: 1.Choose Messages > Preferences, and then click Accounts. 2.Click Add (+), and then choose the type of account you want to use from the Account Type pop-up menu.

54

4.Enter your account information. AIM: Enter your AIM user name (for example, dbecker3), or me.com or Mac.com full email address (for example, dbecker3@me.com or dbecker3@mac.com) and password. Jabber: Enter your Jabber account name (for example, dbecker@jabber.org) and password. !If your Jabber service provider gave you specific server information, click the arrow next to Server Options, and then enter the information. Google Talk: Enter your Google Talk account name (for example, dbecker3@gmail.com) and password. Yahoo!: Enter your Yahoo! user name (for example, dbecker) and password.

5.Click Done. !Messages should connect to the Messages service, and you may see contacts with AIM or Messages accounts from your Contacts already listed in your Buddies list. If you dont have any contacts with AIM or Messages accounts, your Buddies list will be empty. !Chat

on Your Local

Network !You can use Bonjour to send messages to other Messages users
on your local network without using a messaging account or server. Using Bonjour, computers communicate directly with each other. !Important: Before using Bonjour to send someone a message, you may want to verify the persons identity. The names shown in the Bonjour window are based on the persons Me card in the Contacts app, and may not match the persons actual

name. Your Bonjour name is shown at the top of your buddy list. When you send a message and enter someones name in the To field, select his or her Bonjour name to send a message through Bonjour.!Bonjour names may not match the persons actual name, so its usually a better idea to send a message using a different service if there are other services listed. Double-click a name in the Bonjour buddy list to send a message.!If you dont see the Bonjour buddy list, choose Window > Messages Buddies or Window > Bonjour List. If all your buddies are shown in one buddy list, Bonjour users are listed under Bonjour in the list. !To turn off Bonjour messaging, choose Messages > Preferences, click Accounts, select Bonjour, and then deselect Enable Bonjour instant messaging. !If you connect to the Internet using Point-to-Point Protocol (PPP) or Point-to-Point Protocol over Ethernet (PPPoE), you wont see other Bonjour users. If you connect via a shared network segment, which is common with cable modems, you may see other Messages users.

55 56

If your computer is protected by a firewall, you might be unable to receive messages from other Bonjour users. To use Bonjour, you need to change your firewall settings to allow activity on port 5298. A network administrator may be able to adjust your network settings if you have trouble using Bonjour.

Summary
In this chapter, youve learned how to use instant messaging with your Mac, so you can collaborate instantly with your colleagues. Messages offers support for leading messaging services such as AIM, Google Talk, Yahoo!, and Jabber. The comprehensive messaging support in OS X means youll be able to communicate instantly with your colleagues no matter which operating system or messaging service they use. Based on what youve learned, you should be able to perform the following tasks: Configure Messages to send messages to iPhone, iPad, iPod touch, Mac, and PC users

 Configure Messages for use with AIM, Jabber, Google Talk, and Yahoo! Use Messages to send messages to other Messages users on your local network

Data Management and Backup

When you switch from a Windows computer to a Mac, you can transfer many of your PC files and use them just like you did before. Common Windows file formats, including text and PDF documents, images, audio, and video files, can be easily opened in OS X. The first step is migrating your files from your Windows machine to your Mac. In addition to migrating your data, its also important to protect your data. You should make regular backups of your system and keep multiple backups of important files. Your organization may have a specific backup policy you should follow, but even if it doesnt, a personal backup strategy is always a good practice. In this chapter, youll learn how to migrate your Windows data to a Mac through various transfer methods. Then youll learn how to set up a backup strategy to protect your important data from potential loss.
57 58

Migrating Data from Windows to a Mac

You can connect the Mac and PC through a network and use Migration Assistant. If you have a small number of files, you can copy files from your PC onto external or removable storage media and then use the media in your Mac, or you can send Windows files to your Mac over the Internet using email.

Transfer Your Information from a PC with Migration Assistant

With Migration Assistant, you can transfer your user accountincluding all your pictures, music, and filesfrom a PC to your Mac. If you didnt transfer your information to your Mac when you first set it up, you can use Migration Assistant to

transfer your information at any time. Transfer your information: You can transfer information over a wired or wireless network. Make sure your computers are connected to the same network. 1.Open Migration Assistant on your PC, and then follow the onscreen instructions.!If you dont have Migration Assistant on your PC, you can download it from the Apple website. !After you verify that the same passcode is displayed on your Mac and PC, use your Mac to select the information on your PC you want to transfer.!To transfer user accountsincluding all the users pictures, movies, music, documents, downloads, email messages (from POP and IMAP accounts), contacts, calendars, purchased iOS apps, bookmarked websites, and settingsselect the checkbox next to the users name. Your desktop picture, language, and location are transferred when you select the Settings checkbox (in a user account). Network settings and passwords arent transferred. For POP email accounts, Migration Assistant can transfer email messages from Microsoft Outlook Express and Outlook on Windows XP, Outlook on Windows Vista, and Outlook and Windows Live Mail on Windows 7 only from the logged-in users account. Migration Assistant can transfer contacts from Microsoft Outlook on Windows XP, Windows Vista, and Windows 7 only from the logged-in users account.

2.Click Continue to begin the transfer.!When you log in to a transferred user account, youll find your information just where !youd expect it to be. If you had a custom desktop picture on your PC, its set automatically as your desktop picture on your Mac. To change your desktop picture, use Desktop & Screen Saver preferences. Your email accounts, which include your email messages and attachments, are set up in Mail. Your contacts are in Contacts. Your calendar accounts, which include your meetings and events, are set up in Calendar.

 Your web browsers bookmarks, favorites, and home page are set up in Safari. iOS apps you bought in iTunes on your PC are in iTunes on your Mac. If your music was in iTunes on your PC, your music is also in iTunes on your Mac. Files from the My Documents, My Videos, My Music, or My Pictures folders are in the Documents, Movies, Music, or Pictures folders in the Finder, respectively. Files from the PCs desktop are on your Mac desktop. !Copying Files to External Storage !An external storage device or disk is useful for transferring a large amount of data from a Windows computer to your Mac. If your Windows computer has a CD or DVD drive, or a USB port, select from these options: Copy the files from the PC to an external hard disk or storage device, then connect the drive to your Mac and transfer the files to your Mac hard disk. Make sure the disk is initially formatted on the PC. Your Mac can read disks natively formatted on a Windows computer, but not the other way around. Burn the files to a CD or DVD on your PC, and then use the discs in your Mac to transfer the files to your computers hard drive. !Migrating Files by Email !If you have 5MB or less of data to transfer from your Windows computer, you can send it over email. !To migrate files by email: 1.Create ZIP files for larger groups of files on the PC. 2.Mail all your desired files from Windows to yourself. 3.Access the files you emailed using Mail on the Mac. !Backing Up Data !The best way to protect your data against loss as a result of hardware failure, user error, data corruption, or even equipment theft is by backing up frequently.!OS X Mountain Lion includes Time Machine, an application that can automatically back up your system and your important, irreplaceable files to a hard disk or network volume. !Backing Up Data with Time Machine !Time Machine makes it easy to restore your files or your entire system. In its default configuration, Time Machine keeps an up-to-date copy of the important data on your Macincluding applications, digital photos, music, movies, and documents. You can easily go back in time to restore files if you need to. Time Machine ignores some file types by default, such as Safari caches and certain basic system files, as well as files stored on the Time Machine backup volume. !Setting up Time Machine is as easy as connecting an external USB, FireWire, or eSATA hard drive to your Mac. You can also use a secondary internal disk (a disk that your Mac doesnt use as a startup

disk) if your desktop Mac has one.

59

To configure Time Machine: 1.Connect a FireWire or USB hard drive to your Mac.!If you havent specified a backup disk yet, Time Machine asks if you want to use the !newly connected disk as a backup disk. 2.Click Use as Backup Disk to confirm you want to use the disk for Time Machine backups. !Time Machine preferences opens with this disk selected as your backup device. !Thats all you have to do for Time Machine to automatically back up your Mac. The first backup may take awhile, and you may want to set up Time Machine in the evening so that the initial backup can be done overnight. By default, Time Machine keeps hourly backups for the past 24 hours, daily backups for the past month, and weekly backups until your backup disk is full.

60

To manually select a Time Machine backup disk: 1.Choose Apple menu > System Preferences and then click Time Machine. 2.Click Select Disk.!All suitable volumes, other than your startup disk, are listed.

3.Choose a disk where you want backups to be stored, then click Use Backup Disk.

61

Alternate Backup Methods

In addition to hard drives, you can back up your data to a networked server or to a cloudbased service. To back up to a server: Follow these steps if you have a network home folder set up at your organization. Any files you store in your network home folder will get backed up, since the servers files get backed up because network home folders reside on the server, not on your local drive. To back up to a disk on a network, the network server must use Apple File Protocol (AFP) file sharing and both your Mac and the network backup disk should have OS X v10.5.6 or later installed. To make the network server available to Time Machine, first make sure youve mounted it as a shared volume on your Mac using the Go > Connect to Server command from the Finder. 1.Choose Apple menu > System Preferences and then click Time Machine.

2.Click Select Disk. 3.Choose a network server where backups will be stored, then click Use Backup Disk.

62

Summary
In this chapter, you learned about managing data and different ways to migrate your files from a Windows computer. You also learned how to back up your information with your Mac and protect against data loss and potential financial risk. Time Machine makes the process easy. Based on what youve learned, you should be able to perform these tasks: Migrate data from a Windows computer to your Mac using Migration Assistant, external storage, or email Configure Time Machine for use with an external hard drive Back up data on a regular basis with Time Machine

 Back up data to a server

63

64

Cross-Platform Compatibility

With OS X, you can seamlessly integrate your Mac into Windows and mixed operating system network environments. You can use Microsoft Office, connect to most printers and cameras, join PC networks, and even run Windows on your Mac. OS X includes built-in support for the latest version of Microsoft Exchange Server, so you can use your Mac with all the features and applications you loveat home and at workand have all your messages, meetings, and contacts in one place. A native version of Microsoft Office is available for OS X, and it features a Mac-friendly interface so you can create documents with Word, presentations with PowerPoint, and spreadsheets with Excel just like on a Windows PC. Your Mac is compatible with Microsoft Office for Windows, so you can easily share documents with friends and colleagues. Even if you dont have Office installed on your Mac, you can use Quick Look to take a peek at Office documents without opening an application. OS X also offers OSlevel support for key file types such as PDF, TXT, JPEG, PNG, and even PSD. On any new Mac, you can install Windows operating systems such as Windows 7 and run them at native speeds with Boot Camp. Setup is simple and safe for your Mac files. After youve completed the installation, you can start up your Mac using either OS X or Windows. Or, if you want to run Windows and Mac applications at the same time without restarting, you can install Windows within OS X using VMware or Parallels software. In this chapter, youll learn about applications with versions available for both Mac and Windows. Youll also learn about Mac applications with built-in support for Windows files. Then youll learn how to set up your Mac to run Windows operating systems natively with Boot Camp, and virtually with VMware Fusion and Parallels Desktop.

Cross-Platform Compatibility
You can work with Windows files in OS X using applications that have versions available for both operating systems. Alternatively, many Mac-only applications can import files formatted with Windows file formats.

Cross-Platform Applications
Software developers offer versions of their applications for both Windows and OS X to accommodate the mixed operating system environments many organizations use. Available cross-platform productivity applications include: Microsoft Office, including Word, Excel, Messenger, and PowerPoint Adobe Acrobat, Photoshop, Illustrator, InDesign, After Effects, and Premiere Pro QuickBooks from Intuit FileMaker !Cross-Platform File Types !Many native Mac applications can import files created in Windows. With these applications, you can also view most common file types, including Office documents, PDFs, images, text files, MP3s, videos, ZIP files, and more. !Mac applications with support for Windows files include: Pages, which can import Microsoft Word and most other Windows text formats Numbers, which can import Excel as well as Open Financial Exchange files from Quicken, comma-separated-value files, and tab-delimited files Keynote, which can import PowerPoint presentations Any QuickTime-compatible application, which can import .avi video and .wav audio files
65

Running Windows on a Mac

An Intel-based Mac uses the same processor as a computer running Windows, enabling it to directly run Windows software in a variety of ways. You can boot Windows operating systems natively on a Mac by using the Boot Camp software, which is included with OS X. You can also run Windows directly in OS X with virtualization applications such as VMware Fusion and Parallels Desktop, which create virtual Windows machines on your

Mac desktop. In this section, youll learn how to configure Boot Camp and then learn about virtualization.

Boot Camp
You can use Boot Camp to install Windows on a Mac computer in its own partition, using a Microsoft Windows installation disc that you provide. After installation, you can use either Windows or OS X on your Mac. While using Boot Camp, Windows applications have full access to multiple processors and multiple cores, accelerated 3D graphics, and high-speed ports and networking such as USB, FireWire, Wi-Fi, AirPort, and Gigabit Ethernet. Installing Windows on your Mac computer involves the following steps: Step 1: Check for updates.!Step 2: Prepare your Mac for Windows.!Step 3: Install Windows. Step 4: Install the Windows support software. The following instructions present an overview of the steps required to install Windows on a Mac computer. However, you should download, print, and review the Boot Camp Installation & Setup Guide PDF, which is available in the Boot Camp Assistant. Step 1: Check for updates Be sure to install all OS X updates so Windows installs successfully. 1.Log in to an administrator account on your Mac, quit all open applications, and log out any other users on the computer. 2.Choose Apple menu > Software Update.!Install all available updates. If your computer restarts after installing an update, choose !Apple menu > Software Update again to install any additional updates. 3.Go to www.apple.com/support/bootcamp and check whether you need additional updates.
66

Step 2: Prepare your Mac for Windows Boot Camp Assistant helps prepare your Mac for Windows by creating a new partition for Windows and then starting the Windows installer. Before you start the assistant, make sure you have a blank CD or DVD or an external drive formatted as MS-DOS (FAT) that Boot Camp Assistant can download the Windows

support software to. 1.Open Boot Camp Assistant (in the Utilities folder). 2.Click Continue.

67

3.Select both checkboxes to download the latest Windows support software and install Windows 7. 4.Click Continue. 5.Follow the onscreen instructions for saving the Windows support software to a CD, DVD, or external disk.

68

6.Click Continue. 7.Follow the onscreen instructions for creating a partition for Windows. !Step 3: Install Windows !Refer to your Windows documentation for general information about installing and setting up Windows. !If you already quit Boot Camp Assistant without installing Windows, open Boot Camp Assistant and continue from where you left off. 1.Insert your Windows 7 installation disc. 2.In Boot Camp Assistant, click Install.

3.Follow the onscreen instructions until youre asked where to install Windows. 4.When youre asked where to install Windows, select Disk 0 Partition 3 BOOTCAMP. 5.Click Drive options (advanced). 6.Click Format, and click OK. 7.Click Next to format the Windows partition using NTFS. 8.Follow the onscreen instructions to finish installing and configuring Windows.

69

Step 4: Install the Windows support software After installing Windows, install Mac-specific drivers and other support software for Windows. The support software installs Boot Camp drivers to support your Mac hardware, including AirPort, the built-in camera, the Apple Remote, the trackpad on a portable Mac, and the function keys on an Apple keyboard. The software also installs the Boot Camp control panel for Windows and the Apple Boot Camp system tray item. 1.If you cant find the CD, DVD, or external disk with the support software you downloaded, open Boot Camp Assistant and download the software again. !You can quit the assistant after you save the software without creating a new partition. 2.Insert the CD or DVD or connect the external disk with the Windows support

software. !If the installer doesnt start automatically, use Windows Explorer to browse the CD, DVD, or external disk, and then double-click the setup.exe file in the Boot Camp directory. 3.Follow the onscreen instructions.!Important: Dont click the Cancel button in any of the installer dialogs. 4.After your computer restarts, follow the instructions for any other installers that appear. 5.Check for updated Windows support software by using Apple Software Update or going to www.apple.com/support/bootcamp. !Once youve installed Windows and the Boot Camp drivers, you can start using Windows on your Mac. Boot Camp makes it easy to start up your computer using either OS X or Windows. You can set the default operating system for your computer using Startup Disk preferences (OS X) or the Boot Camp control panel (Windows). You can also select an operating system as your computer is starting up. V ! irtualization !If you need to run Windows applications only occasionally or you dont need the increased performance of Boot Camp, virtualization offers instant access to Windows without having to leave OS X. VMware Fusion and Parallels Desktop are two popular third-party Windows virtualization solutions. !VMware Fusion !To download and purchase VMware Fusion, visit www.vmware.com/products/fusion/. Parallels Desktop !To download and purchase Parallels Desktop, visit www.parallels.com/products/ desktop/. !Note: In addition to the virtualization software, youll need a fullinstall Windows installation disc of the Windows version you want to use.
70

Summary
In this chapter, youve learned about the cross-platform compatibility of OS X, enabling you to work seamlessly with Windows users. Many programs used on Windows systems, such as Microsoft Word and Adobe Photoshop, are also available for the Mac. OS X applications like Numbers and Pages support common Windows file formats. You can run Windows natively on a Mac using Boot Camp or in a window in OS X with virtualization applications like VMware Fusion and Parallels Desktop. Based on what youve learned, you should be able to perform these tasks: List applications that are available on both Windows and OS X

 List native Mac applications that support Windows file formats Configure a Mac to run Windows natively with Boot Camp List third-party virtualization options for running Windows
71

Additional Resources

10
Mac Integration Basics Exam
Add Apple Certified Associate - Mac Integration 10.8 to your credentials. Instructions for taking the online exam are at training.apple.com/itpro/macinteg/exam.

OS X Training & Certification

Apple offers comprehensive certification programs for IT professionals in business, education, and other fields. Review the training and certification options below to find the path best suited to your goals.

OS X Courses
Courses are taught by Apple Certified Trainers through a worldwide network of Apple Authorized Training Centers (AATCs). OS X Support Essentials 10.8: Provides an intensive and in-depth exploration of troubleshooting on OS X, touring the breadth of functionality of OS X systems. OS X Server Essentials 10.8: Gives technical coordinators and entry-level system administrators the knowledge to implement a OS X Serverbased system.

OS X Certifications
Apples OS X Certifications are designed for IT professionals who: Support OS X users in a business, education institution, or school district Manage networks of OS X systems in an organizationfor example, a teacher or a technology specialist who manages classroom networks or computer labs Manage complex, multiplatform networks that include OS X systems !Apple Certified Associate - Mac Integration certification verifies an understanding of the different ways to integrate a Mac within a Windows or other standards-based network.
72

Apple Certified Support Professional (ACSP) is next on the OS X certification path, validating basic OS X support and troubleshooting skills. Apple Certified Technical Coordinator (ACTC) certification builds on ACSP by certifying essential OS X Server support and troubleshooting skills. For more information about all available Apple Certifications, visit training.apple.com.

Books
The Apple Training Series books constitute a key part of Apples official curriculum, covering OS X and OS X Server. These books offer an independent approach to training and certification, guiding students step by step through real-world projects. The books are also excellent references for performing specific tasks and technologies. There are two titles in the Apple Training Series, written for IT support and system administration personnel: OS X Support Essentials OS X Server Essentials !For more information about the books, visit Peachpit Press at www.peachpit.com/ appleprotraining. !Support !In addition to the AppleCare Protection Plan, Apple provides online support at www.apple.com/support, where you can access technical articles, download manuals, and join discussion forums. !The Apple Support site also provides some online training materials for those who are new to OS X: !Switch 101: Learn how to get around and access everything on your Mac; find out how to move your old PC files to the Mac; figure out how to connect your printer, iOS device, digital camera, or other device; learn how to do the tasks you did on a PC on a Mac; learn how to use the software

that came with your Mac; or even find out what to do when things dont go as planned. Switch 101 is located online at www.apple.com/ support/switch101/. !Mac 101: Learn how to get around your Mac desktop (or find out what a desktop is, for that matter); figure out how to connect your printer, iOS device, digital camera, or other device; discover email and the Internet; learn how to do various tasks; learn how to use the software that came with your Mac; or even find out what to do when things dont go as planned. Mac 101 is located online at www.apple.com/support/mac101/.

73