Hardware Full 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.
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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?
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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.
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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.
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Next: 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.
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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.
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
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Next: This concludes the Identifying Accidental Damage course.
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
None
Time Required
60 minutes
Course Objectives
Describe basic computer components and processes.
Define Mac-related technical terms including:
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:
Startup
Sleep
Shut Down
Kernel Panic
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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
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
RAM: This is where the processor keeps information on which it works.
Cache: Cache is made of RAM and works in a similar fashion but performs specific functions.
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.
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.
FireWire: The high-speed counterpart to USB. Also known as IEEE 1394 and iLink.
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 32bit 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.
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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.
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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 (read-only 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 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.
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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
What You See
A1 Computer sends power to

logic board, power-on self test
(POST)
Black screen
A2 Open Firmware (PPC) or

EFI (Intel) loads boot loader.
Blank gray screen
B1 Boot loader (BootX (PPC)

or boot.efi (Intel)) loads kernel
+ boot-required kexts
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
Gray apple + gear
directory, and runs launchd
B3 Loginwindow starts, which
requires WindowServer; other
Blue screen
launchd jobs and processes run,
mostly in parallel
B3.5 Previous versions of Mac
Notes
- Chime if
successful
- Series of beeps if
not successful
OS X display a progress
window
Leopard does not display a progress window.
B4 Login Window starts
If automatic login is disabled, you see the Login

window
C1 Finder, Dock, and other

background processes load
Desktop, Dock, menu bar
C2 Login items run
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.
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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 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
A. Kernel panic
2. I cant get this DVD to eject when I shut

down the computer
B. MS PowerPoint application not installed
3. Ive been sent a Microsoft PowerPoint

document but cant open it
C. Optical drive issue
4. I want Time Machine on my Mac- Im

running Tiger why cant I find it?
D. Insufficient RAM- more memory needed
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.
Next: Check your answers
Course Test Answer Key

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 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
A. Kernel panic
2. I cant get this DVD to eject when I shut

down the computer
B. MS PowerPoint application not installed
3. Ive been sent a Microsoft PowerPoint

document but cant open it
C. Optical drive issue
4. I want Time Machine on my Mac- Im

running Tiger why cant I find it?
D. Insufficient RAM- more memory needed
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.
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
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


Here are some important terms and concepts associated with Apple diagnostics:
ASD EFI
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.
ASD OS
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.
EFI
Extensible Firmware Interface, created by Intel and licensed for use by Apple in Intelbased 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 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
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:
An external USB 2.0 hard disk with at least 8 GB or larger capacity, with connecting cables*
*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:
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
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.
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:
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

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 PowerPCbased 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 Qualification Requirements
Some products may require service qualification to perform repairs and order
parts. Obtaining service qualification for portable Mac products will require:
Completion of this course (Embedded Battery Safety)
Completion of the product's self-paced training (SPT) course
Passing the qualification exam for the particular product
Please 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
You will need...
Service Technicians
None
Approximately 45
Minutes
No additional
materials or
equipment.
About Embedded Batteries
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 Assembly with Battery

Batteries for some Apple portable products are built into the top case assembly.
Example: MacBook Pro (Retina, Mid 2012)
Replacing a defective battery in these instances 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. Do not lift or hold the battery or top case assembly with battery using the cable or connector.
3. 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. Never expose batteries, exposed cells or top case assemblies with battery to liquid.
7. Never apply liquid or water onto a battery experiencing a thermal event.
8. 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
Important: Review the entire video. Concepts presented are covered in product qualification exams.
Workstation 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 combustible materials 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.
Equipment Checklist
Lab apron
Nitrile/latex gloves
Thermal resistant gloves
Safety glasses or goggles
Fire extinguisher (CO2 or dry chemical rated)
Fire safety box (recommended)
Materials
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)
Ordering safety equipment and supplies
Refer to Apple Support article OP685 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.
When to Remove Battery Cover

Only remove the battery cover immediately before installing the computer's bottom case.
Upon removal 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.
Inspection instructions
1. Make sure there is sufficient lighting in the area.
2. View the battery from about one foot away.
3. 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.
Cosmetic Issue: Dents or Dot Imprints
If dents or dots exceed these guidelines, replace the battery/top case assembly with battery.
Diameter
Total Number of Dents/Dots
Less than or equal to 0.5mm
Greater than 0.5mm,

equal to or lesser than 1.0mm
10 or less
Greater than 1.0mm,

6 or less
Greater than 1.5mm,

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.
Cosmetic Issue: Scratches
If scratches exceed these guidelines, replace the battery/top case assembly with battery.
Diameter
Total Number of Scratches
Less than or equal to 15mm
5 or less
Greater than 15mm,

equal to or lesser than 30mm
3 or less
Greater than 30mm,

equal to or lesser than 40mm
2 or less
Cosmetic 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
Important First Steps
Immediately after opening the computer (removing the bottom case):

1. Apply a battery cover to the battery
2. 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.
Reminder: Top case assembly 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 numbers
Refer to GSX for the correct replacement service package or replacement battery cover
part number(s).
Emergency Responders
IMPORTANT
Only properly trained and equipped emergency responders should handle the situations in
the next four sections:
1. Hot Batteries
2. Swollen Batteries
3. Leakage Event
4. Thermal Event
Scenario: Hot Batteries

When a batterys temperature rises above safe operating temperature, it can be potentially hazardous.
Response
1. Clear work bench of any materials or debris.
2. Put on thermal gloves, safety goggles or glasses, and apron.
3. 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.
Do not puncture, crush or attempt to flatten a swollen battery.
Response
1. Put on chemical resistant gloves, lab apron, and safety goggles or glasses.
2. Prepare an absorbing pad in case it is needed.
3. Prepare a disposal bag.
5. Unplug the computer's power adapter. If the battery or top case with battery is hot, it should
immediately start to cool.
6. When the battery or top case with battery is cool, wrap it in an absorbent pad.
7. Place the wrapped battery or top case with battery into a disposal bag.
8. Put the disposal bag containing the wrapped battery into the fire safety box.
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.
Immediately eliminate any ignition source or debris near or around a leaking battery.
Response
2. Put on nitrile/latex gloves, lab apron, and safety goggles or glasses.
3. Apply liquid acid neutralizer to the spilled electrolyte.
4. Use tongs to pick up the battery / top case with battery.
5. Wrap the battery / top case with battery in an absorbent pad.
6. Place the wrapped battery / top case with battery in a disposal bag with any contaminated absorbent
material.
7. Put the disposal bag in the fire safety box.
8. Use liquid acid neutralizer (preferred) or baking soda to clean the area of the spill.
9. Wipe down the spill area with your regular cleaning solution.
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).
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 thermal event is contained, proceed with the following steps:
1. After containment, leave room for 15 minutes before re-entering.
2. Put on chemical resistant gloves, lab apron, and safety goggles or glasses.
3. Use tongs to place the battery in a disposal bag.
4. Place the disposal bag and its contents into a fire safety box for a minimum 2 hours.
5. 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. Use liquid acid neutralizer (preferred) or baking soda to clean affected areas.
7. Wipe down the affected area with your regular cleaning solution.
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. Call 911 or other emergency medical service.
3. Take appropriate first aid/CPR actions as necessary (only if you have been properly trained to do so).
Skin or eye contact
1. Remove and isolate contaminated clothing and shoes.
2. Call 911 or emergency medical service.

3. In case of contact with internal battery materials or fluids, immediately flush skin or eyes with running
water for at least 20 minutes.
4. 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.
When 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 assembly with battery
Dispose of the spent battery according to local environmental laws and guidelines.
Resources
Air shipment regulations for lithium-based batteries beginning January 1, 2009
Enclosure separation due to expanded battery
Mac notebooks with built-in batteries: How to service or replace the battery
Mac notebooks: Battery terminology and key concepts
MacBook (13-inch, Late 2009, Mid 2010) and MacBook Pro (13-inch, Mid 2009, Mid 2010, Early / Late
2011, Mid 2012): Safety - Battery Precautions
MacBook Air (11-inch, Late 2010, Mid 2011, Mid 2012, Mid 2013): Battery Safety Precautions
MacBook Air (13-inch, Late 2010, Mid 2011, Mid 2012, Mid 2013): Battery Safety Precautions
MacBook Air: Battery Leaking or Swollen
MacBook Pro (Retina, 13-inch, Late 2012 and Early 2013): Battery Handling and Storage
MacBook Pro (Retina, 13-inch, Late 2012 and Early 2013): Battery Leaking or Swollen
MacBook Pro (Retina, Mid 2012) and MacBook Pro (Retina, 15-inch, Early 2013): Battery Handling and
Storage
MacBook Pro (Retina, Mid 2012) and MacBook Pro (Retina, 15-inch, Early 2013): Battery Leaking or
Swollen
SERVICE: MacBook Air (Late 2010 and later), MacBook Pro with Retina display computers: Visual battery
inspection
SERVICE: MacBook Pro with Retina display, MacBook Air (Late 2010 and later): About embedded battery
safety
Copyright 2013, AppleCare
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
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
Course Exercise
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.
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.
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.
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
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.
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 high-humidity 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:
Layer of conductive mesh sandwiched between rubber layers.
1 Meg Ohm resistor in grounding connector on mat.
"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

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
References
Diagnostics
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
Course Exercise
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:
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 thirdparty 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 24bit 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 (PC2-4200).
The specifications for the Mac Pro state that it comes with 1GB (2 x 512MB) of 667MHz DDR2 Fullybuffered 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.

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 metaloxidesemiconductor) 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
Rev. B 10/98
iMac (Five Flavors)

Rev. C 01/99
Rev. D 4/99
iMac (Slot Loading)

10/99
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
Model
Intro Date
iMac (Flat Panel)

01/02
iMac (Flat Panel

17-inch)
07/02
iMac (USB 2.0)

09/03
iMac (17-inch 1 GHz)

04/03
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
iMac (Early 2006)
iMac (Mid 2006

17-inch)
iMac (Late 2006)
Intro
Date
10/06
05/05
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
Next: eMac Computers
iMac (Early 2008) iMac (Early 2009)

04/08
03/09
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.
eMac
The CRT iMac was a dramatic departure from other computer designs of the time. They reintroduced the allin-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
Model
eMac (Original)
06/02
eMac (2005)
eMac (ATI Graphics)

10/03
eMac (USB 2.0)

04/04
Intro Date
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 Power Mac G5 Power Mac G5

(Early 2005)
(Late 2005)
Intro
04/05
10/05
Date
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
Mac Pro
Mac Pro
(8x)
Mac Pro
(Early 2008)
Mac Pro
(Early 2009)
Intro
Date
08/06
08/06
01/08
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 customerinstallable 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
Model
Mac mini (Early 2006) Mac mini (Late 2006)
Intro Date
02/06
09/06
Mac mini (Mid 2007)

08/07
Intel-based Mac mini
Model
Intro Date
Mac mini (Early

2009)
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.
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
iBook
Model
iBook (16 VRAM) (32 VRAM/Opaque
16 VRAM)
Intro Date
05/02
11/02
iBook (Early
2003)
04/03
iBook G4
Model
iBook G4
iBook G4 (Early
2004)
iBook G4 (Late
2004)
Intro
Date
10/03
04/04
10/04
Model
Intro Date
MacBook
iBook G4 (Mid
2005)
07/05
Model
MacBook (13-inch)
MacBook
(13-inch Late 2006)
MacBook
(13-inch Mid 2007)
Intro
Date
05/06
11/06
05/07
Model
MacBook
(13-inch Late 2007)
MacBook
(13-inch Early 2008)
MacBook
(13-inch Late 2008)
Intro
Date
11/07
02/08
10/08
Model
MacBook
(13-inch Aluminum
Late 2008)
MacBook
(13-inch Mid 2009)
Intro
Date
10/08
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.
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
PowerBook G4
(Titanium)
PowerBook G4 (Gigabit
Ethernet)
(Original)
PowerBook G4
(Gigabit Ethernet)
(Revised)
Intro
Date
01/01
10/01
12/01
Model
Intro Date
PowerBook G4
(DVI)
04/02
PowerBook G4 (Aluminum)
PowerBook G4
(1 GHz/867 MHz)
11/02
Model
PowerBook G4
(12-inch)
PowerBook G4
(17-inch)
PowerBook G4 (September
2003)
NOTE: 12", 15". 17"
Intro
Date
01/03
01/03
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
MacBook Pro
(17-inch)
01/06
04/06
MacBook Pro
(15-inch Glossy)
15-inch and 17-inch
05/06
Model
MacBook Pro
(Core 2 Duo)
15-inch and 17-inch
MacBook Pro
(2.4/2.2 GHz)
15-inch and 17-inch
MacBook Pro
(Late 2007)
15-inch and 17-inch
Intro
Date
10/06
06/07
11/07
Model
MacBook Pro
(Early 2008)
15-inch and 17-inch
MacBook Pro
(Late 2008)
15-inch and 17-inch
MacBook Pro
(Early 2009)
17-inch
MacBook Pro
(Mid 2009)
13, 15, and 17-inch
Intro
Date
01/08
10/08
01/09
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
Exercise Answer Key

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
References
Diagnostics
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
Course Exercise
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

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
Slotted
Screwdriver
Flat-blade jeweler's screwdriver

Flat blade 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
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.
Needlenose Pliers
You may want to have both small and large pliers. Any
pliers you get will need to have small tips.
Utility Knife or
Razor Blade
In some situations, you may need to detach tape or cut

plastic components.
ESD - Compliant
Plastic Probe
This gives you a more precise means of moving components

and cables. A good example of this is Apple's Nylon Probe
Tool (black stick). Another name for this type of tool is
"spudger".
Metric Ruler
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

Fine-point felt-tip
internal components, such as thermal sensors, to ensure they
permanent marker
are replaced in exactly the same positions.
Tweezers
Plastic tweezers are preferable since they are less likely to

damage components. Be sure that they are ESD - compliant.
Paper Clip
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.
Coin
Some portable computer models require a coin to unlock and

remove the battery.
Multimeter
In some situations, you will need to measure voltage and

resistance. Details of multimeter use are provided later in
this course.
ESD - Compliant
Screw Box
Given the many screws in each Mac, you need a partitioned

screw box with at least 12 partitioned sections.
Glue Gun/Glue
Sticks
Some repairs may require that you glue down a component.
Cup Hook
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.
1600 Watt Hair

Dryer
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.
Dental Pick
A very sharp probe is sometimes useful when you need to

move components small distances. Moving cables while
checking routing is one example.
Alcohol Wipes and

Pads
Some procedures require that thermal paste be cleaned off a

component. These are the best tools for doing this.
Small Brush
This is useful for cleaning debris from MagSafe connectors.
Small Wire Cutter
In some situations, you may need to cut cabling.
Double Stick Tape
This is used to reattach components such as thermal sensors.
Known-Good
CD or DVD
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.
Dental Mirror
This is useful for looking under or behind components.
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
Units
DC Voltage
Volts DC
DC Current
Amps DC
AC Voltage
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)
eMac
CRT Discharge Tool
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.
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.
iMac G5
Access Card Kit
(076-1213)
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
spring-loaded component of the stand
mount assembly on the iMac (24-inch) and
the LED Cinema Display (24-inch).
Multiple Products
Bale Retrieval Tool
(922-7849)
Details of this process are included in the

iMac course.
These are required for removal of the front

glass panel on the iMac (Mid 2007), iMac
(Early 2008), iMac (Early / Mid 2009), and
Suction Cups
(922-8252)
Part of Cleaning Tools Starter Kit
(076-1277)
Anti-Static Lint-Free Gloves

(922-8253)
(076-1277)
This tool is also used when disassembling

the MacBook Air External SuperDrive.
These are required for handling the front

glass panel on the iMac (Mid 2007), iMac
Lint-Free Micro Fiber Polishing Cloth

(922-8263)
(076-1277)
Six Inch Silicone Roller

(922-8261)
(076-1277)
Sticky Sheets (pack of 50)

(922-8262)
(076-1277)
Five ESD Bags (24x20)

(922-8258)
(076-1277)
Five Microfoam bags (24x20)

(922-8259)
(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).
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
Display (24-inch).
These sticky pads are for cleaning the

silicone roller (922-8261) used on the iMac
(Mid 2007), iMac (Early 2008), iMac
Display (24-inch).
This large ESD bag is used to store LCD

panels on the iMac (Mid 2007), iMac
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.
This bag is used to store the glass panel
when the glass has been removed from the
iMac (Mid 2007), iMac (Early 2008), iMac
Display (24-inch), to protect against the
buildup of dust particles.
This narrow wrench is useful in stabilizing

screw stand-offs while removing the
memory cage in the original Mac Pro.
Mac Pro Wrench
(922-8025)
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)
Power Mac G5 or Mac Pro

3mm Flat Head Hex Driver with an 8 inch
shaft
(922-7122)
Mac Pro (8x) and (Early 2008)

Thermal Grease Kit with Gasket,
Gloves and Wipes
(076-1258)
In the Power Mac G5 (Late 2005) you have

to remove hex screws from an angle. This
is why the ball head is required.
The extra length of the shaft is the reason

this tool is preferred to more commonly
available T-10 drivers.
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 Technician
Safety and Mac Pro courses.
This ESD-compliant tape is used in a

number of portable and desktop products.
Multiple Products
Kapton Tape (.5 inch by 36 yards)
(922-1731)
MacBook Air
Display Assembly Foam Repair Fixture
(922-8538)
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.
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 (15-inch, Mid 2009) and
MacBook Pro (15-inch, 2.53 GHz, Mid
2009).
MacBook Pro (15-inch, Mid 2009)

Torx Plus Tamper 6 Screwdriver
(922-9101)
An enlarged example of this type of screw

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

This tool is used during trackpad

replacement in the MacBook (13-inch,
Aluminum, Late 2008).
MacBook (13-inch, Aluminum, Late 2008)
(922-9013)

This tool is used to remove the bottom

cover screws during the MacBook Air (Mid
2010).
MacBook Air (Mid 2010)
Pentalobe Screwdriver
(076-1372)

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

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.
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
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.
supported product, identify the service and safety issues for that product in 2 minutes.
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) CRT-based 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 flat-panel 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
Course Exercise
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:
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 (17-inch Mid 2006),
iMac (Late 2006 CD)
iMac (17-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)
Torx T8 screwdriver (magnetized)
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 (24inch). 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 Late 2006 CD)
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 (17inch 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
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
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
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 SO-DIMMs.
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
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 static-free 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
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
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
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
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 PC2-6400 (800 MHz) SODIMM, 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.
Audio out
Audio in
Three USB 2.0 ports
FireWire 400
FireWire 800
10/100/1000 Ethernet
7. 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)

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:
Integrated NVIDIA GeForce 9400M ("Better" model)
NVIDIA GeForce GT 120 with 256MB of GDDR3 memory ("Best" model)
NVIDIA GeForce GT 130 with 512MB of GDDR3 memory ("Best" and "Ultimate" models)
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.

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.
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 SODIMMs 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 (20-inch, 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 miniDisplayPort 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)
Warning: HIGH VOLTAGE:
Power Supply Location

iMac (27-inch, Mid 2010)
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.
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)

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
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.
Back to top
Exercise Answer Key

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)
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?
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.
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
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 sub-components 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
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 subpixel'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
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
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.

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

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 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.
5.
Open Display System Preference

Choose the Color tab
Select Calibrate
Follow the directions in Display Calibrator Assistant to create a new ColorSync profile
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
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
Test Answer Key

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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
Wireless Networking
Time Required
30 minutes
Course Objectives
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
Use hardware service diagnostics to thoroughly verify that a given hardware service repair was completed
correctly in 5 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 (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 (Early/Late 2006)
Mac mini (Early 2006)

Mac mini (Mid 2007)

Mac mini Server (Late 2009)
Mac mini (Mid 2010)
Mac mini (Mid 2010)

Mac mini Server (Mid 2010)
Back to top
Course Exercise
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
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 userinstallable 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.
2.
3.
4.
5.
Mezzanine Board
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 unresponsivein 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
Power Adapter
Mac mini (orig.)
85 Watt
Mac mini (512 MB)
85 Watt
85 Watt
110 Watt
110 Watt
Mac mini (Mid 2007)
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
Exercise Answer Key

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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
Wireless Networking
Time Required
90 minutes
Course Objectives
minutes.
Return to top
Course Exercise
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?

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 quadprocessor 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


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 ESDcompliant 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
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 FB-DIMMs 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
First pair of additional

DIMMS
Second pair of
additional DIMMS
Bottom Memory Card
Third pair of additional

DIMMS
5. 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:
6. 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.
7. Stand your Mac Pro up and replace the side panel.
8. 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:
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:
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
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).
Location
Name
LED 1
Trickle Pwr
LED 2
CPU B (Lower
Processor) Error
Press
DIAG_LED
Color Nominal
button
to display
Yellow
Red
On
Off
Indicates
Yes
Power supply is
providing trickle
power.
No
CPU B halts on
an IERR
(instruction
error).
CPU A halts on
an IERR
(instruction
error).
CPU B is over
temperature.
LED 3
CPU A (Upper
Processor) Error
Red
Off
No
LED 4
CPU B (Lower
Processor) Overtemp
Red
Off
No
LED 5
CPU A (Higher
Processor) Overtemp
Red
Off
No
CPU A is over
temperature.
LED 6
GPU Present
Green
On
Yes
EFI has
configured the
graphics card.
LED 7
Power On
Green
On
Yes
All power rails

are functioning.
LED 8
EFI Done
Green
On
Yes
EFI is done
loading.
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 over-temperature 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

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.
2.
3.
4.
5.
Check that the graphics card is seated correctly in its PCI slot.
Check that the cards auxiliary booster power cable is connected properly (if the card requires one).
Try the graphics card in a different PCI slot.
Try a different graphics card.
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
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.
2.
3.
4.
5.
Shut down and restart the computer.

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.
2.
3.
4.
5.
6.
Check that the rear fan is working.

Try reseating the card in the PCI Slot.
Make sure the cards auxiliary booster power cable is connected (if there is one).
Reboot the computer.
Try a different video card.
Replace the video card.
Ext_Power LED
Normally off, this LED lights up if the auxiliary power isnt being supplied.
Troubleshooting:
1.
2.
3.
4.
5.
Make sure the cards auxiliary booster power cable is connected (if there is one).
Check connections from the power supply to the logic board.
Try a different auxiliary power cable.
Try a different video card.
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.

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 pull-down 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.
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
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
2x
2x
2x
2.0GHz 2.66GHz 3.0GHz
Z0D8
MA356
Z0D8
Intel Dual-Core (Woodcrest)
2 x 3.0GHz
1 x 2.8
GHz
2 x 2.8
GHz
2 x 3.0
GHz
2 x 3.2
GHz
Z0D8
Z0EM
MA970
Z0EM
Z0EM
Intel QuadCore
(Clovertown)
Intel Quad-Core (Harpertown)
4 MB shared per processor
12 MB shared by two cores
PC2-5300-DDR2-667 FB-DIMM (240-pin) 1

GB (2 x 512 MB)
2 GB PC2-6400 - DDR2-800 FBDIMM

(240-pin)
(2 x 1 GB)
Slots
Maximum
Memory
Graphics Card
Graphics
Memory
8 matched pairs
8 matched pairs
16 GB RAM
32 GB RAM
NVIDIA GeForce 7300 GT PCI Express

(16x)
ATI Radeon HD 2600XT (RV630)

Pro
256 MB GDDR2
256 MB GDDR3
Video
Connectors
One single-link DVI (1920 x 1200)

One dual link DVI (2560 x 1600)
Analog resolution (2048 x 1536)
Mirroring and extended desktop
Hard Drive
250 GB Serial ATA/300 7200 rpm
320 GB Serial ATA/300 7200 rpm
8x SuperDrive Parallel ATA

(DVD+R DL/
DVD-RW/ CD-RW)
16xSuperDrive Parallel ATA

(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)
Optical Drive
USB Ports
2 dual-link
FireWire Ports
Two FireWire 400 (1 front)


Audio Ports
Line In
Line Out
Headphone
Digital (Toslink optical) In
Digital (Toslink optical) Out
Line In
Line Out
Headphone
Digital (Toslink optical) In
Digital (Toslink optical) Out
Networking
10/100/1000 Base-T Ethernet

AirPort Extreme (802.11a/b/g/n)
Bluetooth 2.0 +EDR
2 - 10/100/1000 Base-T
Ethernet
AirPort Extreme
(802.11a/b/g/n)
Bluetooth 2.0 +EDR
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.
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.
Expansion
Slots
CTO Options
Processor (2.0 GHz, 3.0 GHz, or quadcore 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
CTO Video
Cards
ATI Radeon X1900 XT (512 MB

GDDR3, two dual-link DVI ports)
NVIDIA Quadro FX 4500 (512 MB
GDDR3, two dual-link DVI ports +
stereo graphics port)
DVD Media
Bundle (DL)
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

(G9) 512 MB
NVIDIA Quadro FX 5600
(G80) 1.5 GB
Install Disc 1 (2Z691-5744)
.
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 FB-DIMMs 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
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.

Side View

Front View

Rear View

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 dualprocessor 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:
one double-wide 16x slot
one single-wide 16x slot

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 finishedgoods kit.
The Mac Pro RAID Card has 512MB cache and 72-hour cache battery backup.
The RAID card is not backwards-compatible; it works only with the Mac Pro (Early 2009).
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.
When using SAS drives, the RAID card is required.
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:
2.93 GHz processor
6 GB or 8 GB RAM memory
Dual-processor (Eight Core) CTO options:
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:
ATI Radeon HD 4870 graphics card w/512MB GDDR5 memory
Up to four NVIDIA GeForce GT 120 graphics cards, which supports up to eight 30-inch displays
Up to four 640 GB or 1 TB SATA 7200-rpm hard drives
Two 18X SuperDrives
Mac Pro RAID card
AirPort Extreme 802.11n
Fibre Channel PCI Express Card (Dual or Quad Channel)
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.

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 (17-inch, Late 2008) did not.
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
Components
Mac Pro (Early 2009) Processor Tray

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.

Quad-core Processor Tray

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, ESDsafe 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
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

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,
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 higherperformance Promise SAS drives, which are the only Apple-qualified 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 quad-core 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 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.
Return to top
Exercise Answer Key

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.

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).

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
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
Wireless Networking
Time Required
90 minutes
Course Objectives
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 Early 2008)
MacBook (13-inch Aluminum Late 2008)
Documentation
Here are the Service Manuals and Tech Guides for these products.
Manual/TechGuide
Models Covered
MacBook (13-inch)
MacBook (13-inch)

MacBook (13-inch Aluminum

Late 2008)
MacBook (13-inch Aluminum Late 2008)
MacBook (13-inch, Early 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
Course Exercise
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
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 Mini-DVI 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
Graphics and Memory - For best graphics performance, your MacBook (13-inch) 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 SODIMMs (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)
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)
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.
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: 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
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 PVCfree.
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 (13-inch, 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
Exercise Answer Key

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.
MacBook Air
Getting Started
Welcome to the MacBook Air course.
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
Wireless Networking
Time Required
45 minutes
Course Objectives
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 (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
Models Covered
MacBook Air
MacBook Air
MacBook Air (Late 2008)
MacBook Air (11-inch Late 2010)
MacBook Air (11-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
Course Exercise
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)
Configurations
Marketing
Number
MacBook Air
(Original)
MacBook Air
(Mid 2009)
Best
Better
Best
Better
Best
MB003xx/A
MB543xx/A
MB940xx/A
MC233xx/A
MC234xx/A
1.86 GHz
2.13 GHz
Processor
Type (CPU)
Processor
Speed
MacBook Air
(Late 2008)
Intel Core 2 Duo
1.6 GHz (optional 1.8

GHz available CTO)
1.6 GHz
(optional 1.86
GHz available
1.86 GHz
CTO)
Front Bus
Speed
On-Chip L2
Cache
System
Memory
800 MHz
1066 MHz
Two cores share 4 MB.
Two cores share 6 MB.
2 GB DDR2 soldered
on MLB (not
upgradeable)
2 GB soldered on MLB (not upgradeable)

PC3 8500 DDR3 1066 MHz
Maximum
Memory
2 GB
Graphics
Controller
Integrated Intel GMA

X3100
(GM965 Express
chipset)
Integrated NVIDIA GeForce 9400M (MCP79)
Graphics
Memory
144 MB system
memory
(up to 160 MB as
needed)
Minimum 256 MB shared with system memory
Display Size
13.3 inches
Native
Resolution
1280 x 800
Display Type
Hard Drive
Optical Drive
Ethernet
Wireless
Video
USB Ports
FireWire Ports
LED Backlight
80 GB PATA 4200 rpm
(optional 64 GB PATA
Solid-state Drive
available CTO)
120GB
Serial ATA
4200 rpm
128GB
Solid-state
Drive
120GB
Serial ATA
4200 rpm
128GB
Solid-state
Drive
Optional external USB SuperDrive available CTO

None (optional Apple USB Ethernet Adapter CTO)
Apple USB Ethernet Adapter

(included)
Built-in AirPort Extreme Wi-Fi (802.11n); built-in Bluetooth 2.1 + EDR

Built-in iSight camera;
micro-DVI output port
with support for DVI,
VGA, S-video, and
composite video (DVI
and VGA adapters
included, others sold
separately)
Built-in iSight camera; Mini DisplayPort output port with

support for DVI, VGA, and dual-link DVI (adapters sold
separately)
One USB 2.0 port

None
Audio (In)
Built-in omnidirectional microphone, no input/audio line in
Audio (Out)
Trackpad
Built-in monospeaker; audio output /headphone out

Multi-Touch (twofinger gestures)
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)
Size
Weight
Color (Finish)
3.0 lbs.
(1.36 kg)
Aluminum
Back to top
Troubleshooting Issues: MacBook Air (2008-2009)

Troubleshooting Overview
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.

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,
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 low-profile, 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 Air 45W

MagSafe Connector
MacBook 60W and MacBook

Pro 85W MagSafe 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 supportrelated 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.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
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.
Attach a MacBook Air SuperDrive for use as the startup disk and use the DVD media that came with
the MacBook Air.
Attach the MagSafe adapter to the MacBook Air.
Start the MacBook Air, while holding down the Option key to access the Boot Picker.
Press and hold the power button to shutdown the MacBook Air.
Start the MacBook Air, while holding down the Option key to access the Boot Picker.
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.
Reset the EFI password using the password reset application, located on the Utilities menu.
Shut down the computer then remove the MagSafe power adapter.
Re-assemble the computer with the battery cable re-inserted. Ensure that the bottom case and screws
are re-assembled correctly.
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 on-screen 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.
2.
3.
4.
Start up using the MacBook Air Install Discs.

Go to Disk Utility and erase the HDD/SSD, in Mac OS Extended (Journaled) format.
Once the drive is erased, use the MacBook Air Install Discs to reinstall the Macbook Air software.
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)
Configurations
Marketing
Number
MacBook Air
(11-inch, Late 2010)
MacBook Air
(13-inch, Late 2010)
Better
Best
Better
Best
MC505LL/A
MC506LL/A
MC503LL/A
MC504LL/A
Processor Type
(CPU)
Intel Core 2 Duo
Processor Speed
1.4 GHz
1.86 GHz
Front Bus Speed
800MHz
1066MHz
3MB Shared
6MB Shared
On-Chip L2
Cache
System Memory
2GB of 1066MHz DDR3 SDRAM onboard
Maximum
Memory
4 GB
Graphics
Controller
NVIDIA GeForce 320M graphics processor
Graphics
Memory
256MB of DDR3 SDRAM shared with main memory
Display Size
11.6 inches
13.3 inches
Native
Resolution
1366 x 768
1440 x 900
Display Type
Storage
LED Backlight
64GB
128GB
128GB
256GB
Flash storage
Optical Drive
Flash storage
Flash storage
Flash storage
Optional external USB MacBook Air SuperDrive (sold separately)
Ethernet
Apple USB Ethernet Adapter (sold separately)
Wireless
Built-in AirPort Extreme Wi-Fi (802.11n); built-in Bluetooth 2.1 + EDR
Video
USB Ports
FaceTime camera; Mini DisplayPort output port with support for DVI, VGA, dual-link
DVI, and HDMI (requires adapters, sold separately)
FireWire Ports
Audio
Trackpad
Size
Weight
Two USB 2.0 ports (up to 480 Mbps)

SD card slot
Two USB 2.0 ports (up to 480 Mbps)

None
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))
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)
2.3 pounds
(1.06 kg)
2.9 pounds
(1.32 kg)
Color (Finish)
Aluminum
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
Logic Board Handling
Bottom Case
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 known-good power adapter, and check that the MagSafe
indicator light shows an in-progress 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 DVDbased 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 smallapproximately 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).

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.)
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

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.
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
Wireless Networking
Time Required
45 minutes
Course Objectives
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 2.4GHz)
MacBook Pro (15-inch Late 2007)
MacBook Pro (15-inch Early 2008)
MacBook Pro (15-inch Glossy)
MacBook Pro (13-inch Mid 2009)
MacBook Pro (15-inch Mid 2009, 2.53 GHz)

Documentation
Here are the MacBook Pro service manuals and technician guides.
Manual/Tech Guide
Models Covered
MacBook Pro
MacBook Pro

MacBook Pro (17-inch 2.4GHz)
MacBook Pro (17-inch Late 2007 CTO)

MacBook Pro (15-inch, 2.53 GHz,

Mid 2009)
MacBook Pro (15-inch, 2.53 GHz, Mid 2009)

Back to top
Course Exercise
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
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
FireWire FireWire
400
800
USB 2.0
Ports
Power Adapter
Card Slot
MacBook Pro
85W Magsafe
ExpressCard/34
MacBook Pro
(17-Inch)
85W Magsafe
ExpressCard/34
MacBook Pro
(15-inch Core 2 1
Duo)
85W Magsafe
ExpressCard/34
MacBook Pro
(15-inch
2.4/2.2GHz)
85W Magsafe
ExpressCard/34
Macbook Pro
(15-inch Early
2008)
85W Magsafe
ExpressCard/34
Macbook Pro
(17-inch Early
2008)
85W Magsafe
ExpressCard/34
Macbook Pro
(15-inch Late
2008)
85W Magsafe
ExpressCard/34
Macbook Pro
(17-inch Late
2008)
85W Magsafe
ExpressCard/34
60W Magsafe
Secure Digital (SD)
Macbook Pro
(15-inch Mid
2009)
Macbook Pro
(13-inch Mid
2009)
60W Magsafe
Secure Digital (SD)
MacBook Pro
(15-inch Mid
2009)
85W Magsafe
Secure Digital (SD)
MacBook Pro
(15-inch Mid
0
2009 2.53 Ghz)
60W Magsafe
Secure Digital (SD)
MacBook Pro
(17-inch Mid
2009)
85W Magsafe
ExpressCard/34
MacBook Pro
(17-inch Mid
2010)
85W Magsafe
ExpressCard/34
MacBook Pro
(15-inch Mid
2010)
85W Magsafe
Secure Digital (SD)
MacBook Pro
(13-inch Mid
2010)
60W Magsafe
Secure Digital (SD)
Here are the differences in hard drive capacity, CPU, video, and display.
Model
Hard Drive
CPU
Video
Display
MacBook
Pro
80GB, 100GB,
ATI Mobility Radeon

X1600
Matte TFT
100GB@7200rpm
Intel Core
Duo
120GB 5400-rpm or
100GB 7200-rpm
Intel Core
Duo
ATI Mobility Radeon

X1600
Matte or Glossy TFT
MacBook
120 or 160GB 5400Intel Core 2
Pro (15-inch rpm or 200GB 4200Duo
Core 2 Duo) rpm
ATI Mobility Radeon

X1600
Matte or Glossy TFT
200GB (4200-rpm)
MacBook
120, 160, or 250GB
Pro (15-inch
(5400-rpm) 160 or
2.4/2.2GHz)
200GB (7200-rpm)
NVIDIA GeForce
8600M GT
LED backlit TFT,

Optional Glossy
MacBook
Pro (17Inch)
Macbook
200 or 250GB (5400-
Intel Core 2
Duo
Pro (15-inch rpm), 200GB (7200- Intel Core 2

Early 2008) rpm)
Duo
NVIDIA GeForce
8600M GT
LED backlit TFT,

Optional Glossy
250GB (5400-rpm),
Macbook
200GB (7200-rpm),
Pro (17-inch
or 300GB (4200Early 2008)
rpm)
Intel Core 2
Duo
NVIDIA GeForce
8600M GT
LED backlit TFT,

Optional Glossy
250 or 320GB (5400Macbook

rpm SATA), 250 or
Intel Core 2
Pro (15-inch 320GB (7200-rpm
Duo
Late 2008) SATA), or 128 or
256GB (SSD)
NVIDIA GeForce
9600M GT and
GeForce 9400M
LED backlit Glossy
Macbook
320GB (5400- or
Intel Core 2
Pro (17-inch 7200-rpm SATA) or
Duo
Late 2008) 128GB (SSD)
NVIDIA GeForce
8600M GT
LED backlit Glossy.

Optional anti-glare
250, 320, or 500GB

Macbook
(5400-rpm SATA),
Intel Core 2
Pro (15-inch 320 or 500GB (7200Duo
Mid 2009)
rpm SATA), or 128
or 256GB (SSD)
NVIDIA GeForce
9400M
LED backlit Glossy.

Optional anti-glare
160, 250, 320, or

Macbook
500GB (5400-rpm
Pro (13-inch
SATA) or 128 or
Mid 2009)
256GB (SSD)
Intel Core 2
Duo
NVIDIA GeForce
9400M
LED backlit Glossy
320GB Serial ATA;

MacBook
5400 rpm or 500GB
Pro (15-inch
Serial ATA; 5400
Mid 2009)
rpm
Intel Core 2
Duo
NVIDIA GeForce
9600M
NVIDIA GeForce
9400M
LED backlit Glossy
MacBook
Pro (15-inch 250GB Serial ATA;
Mid 2009
5400 rpm
2.53 Ghz)
Intel Core 2
Duo
NVIDIA GeForce
9400M
LED backlit Glossy
MacBook
500GB Serial ATA;
Pro (17-inch
5400 rpm
Mid 2009)
Intel Core 2
Duo
NVIDIA GeForce
9600M
LED backlit Glossy
MacBook
500GB Serial ATA;
Pro (17-inch
5400 rpm
Mid 2010)
Intel Core i5
Intel HD Graphics5;
NVIDIA GeForce GT
330M
LED backlit Glossy
320GB Serial ATA;

MacBook
5400 rpm or 500GB
Pro (15-inch
Serial ATA; 5400
Mid 2010)
rpm
Intel Core i5
or Intel Core
i7
Intel HD Graphics5;
NVIDIA GeForce GT
330M
LED backlit Glossy
250GB Serial ATA;

MacBook
5400 rpm or 320GB
Pro (13-inch
Serial ATA; 5400
Mid 2010)
rpm
Intel Core 2
Duo
NVIDIA GeForce
320M
LED backlit Glossy
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 (13-inch 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

Multi-compartment screw tray (such as a plastic ice cube tray)
#0 Phillips screwdriver (magnetized)
#1 Phillips 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
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.

Internal Battery
Summary: 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 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 (15-inch, 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.
Technician Guide for more information about this procedure.

Main Battery Removal and Replacement
Summary: MacBook Pro (13-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 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.
will short circuit the components and render the logic board and/or LVDS cable unusable.
anything else inside.
Disconnecting MacBook Pro (13-inch, Mid 2009) Battery
WARNING: Underside of battery has a nonconductive cover.

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.
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.
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 (13-inch, 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.
Technician Guide for more information about this procedure.
Back to top
Exercise Answer Key

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.
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
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
Exercise
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 (15-inch 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 low-power 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.
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
Exercise Answer Key

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.
2.
3.
4.
5.
6.
7.
Shut down the computer.

Disconnect the MagSafe power adapter from the computer, if it's 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
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

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:
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.
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 in-house 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-Bad-Board 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
Course Exercise
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.

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
References
Diagnostics
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.
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
Course Exercise
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).
1.
2.
3.
4.
5.
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.
d.
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.
d.
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 nearvacuum, 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. Anode cap and connector
2. High voltage cable
3. Yoke assembly (deflection coils)

4. Flyback transformer
5. 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.

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 out-of-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:

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
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.
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.
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

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 Appleauthorized service providers and are fitted with tamper-resistant 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.
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.
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.
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 resealable 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 non-leaking 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.
5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been discharged.
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.
Lint-free gloves
Rubber suction cups
Sticky silicon roller
Microfoam storage bags
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.

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.
5. Disconnect the snap fastener on the grounded workbench mat until the CRT has been
discharged.
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).
1. Lint-free gloves
2. Rubber suction cups
3. Sticky silicone roller
4. Microfoam storage bags
5. 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.
d.
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.
d.
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.
Back to top
Next: This concludes the Technician Safety course.
Home
Troubleshooting Techniques
Troubleshooting Techniques
Getting Started
Getting Started
Key Terms
Evaluate
Welcome to the Troubleshooting Techniques Service Source Training. You will learn the following:
Isolate
Resolve
Scenario One
Scenario Two
What is troubleshooting vs. template matching

How to evaluate, isolate and resolve an issue
Scenario Three
Work through sample scenarios
Contact Us
The importance of documentation
Printer Friendly
Audience
Prerequisites
Time Required
Resources
Technicians who service

Macs.
None
Approximately
30 minutes
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
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 knowngood 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 thirdparty 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 Check sections in the Apple Technician
Use resolutions from the Quick Check sections in the Apple Technician
Guide.
Perform a repair
Verify fix with customer
Return the device to the customer
Complete final documentation
Repair relationships - give a fond farewell
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.
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?
Where did you get your software from?

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.
Scenario Three
Customer states their Macbook Pro (15-inch, Late-2011)
is not fully charging. The battery charge inticator in the
tool bar never reaches 100%:
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?
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.
Getting Started
Welcome to the Underlying Technologies course. This
course will review the primary technologies used in
Apple products.
Target Audience
Time Required
3 hours
Course Objectives
Describe the following technologies:
ALS (Ambient Light Sensor)
ATA/SATA
Bluetooth
ColorSync
Compression
CUPS
DVI
EFI
Ethernet
ExpressCard/34
FireWire
Infrared
MIDI
Modem
Match customer issues to related technologies.
Optical audio
Optical drives
PMU
QuickTime
Rosetta
Serial Attached SCSI (SAS)
SMC
SMU
Sound in/out
(analog, digital, optical)
Sudden Motion Sensor
USB/USB 2.0
Video in/out
Universal Binaries
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
Exercise
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/CD-RW 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
1. Ambient Light Sensor
b) Cannot boot up
2. Infrared
c) Screen too dim to read on airplane
3. Rosetta
d) Remote cant turn on Apple TV
4. USB/Firewire
e) Older application wont run on MacBook
5. Open Firmware
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
Two
Cable
Signaling Voltages
5V
Serial ATA
1.5 Gb/s (150 MB/s)
1.0 meter
Yes*
One
0.25 V
Pins per Channel
40
* 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

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
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 full-duplex 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 two-way 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.

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

Daisy Chaining
Target Disk Mode
Target Disk Mode for Optical Drive Access
Further Reading
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.

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)

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".

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
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.

Optical audio ports can be a factor in troubleshooting certain audio issues.
Back to top
Next: SD Card Slot
Serial Attached SCSI

Overview
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/)

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
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

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
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 computers
hoststo 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)
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:
A device tries to draw too much power from the USB bus.
One or more devices plugged into a hub requires more power than is available.
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.
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
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 Svideo 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:
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

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
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.

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
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'.

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 Unit (PMU)
System Management Unit (SMU)
System Management Controller (SMC)
For Further Reading

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:
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

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.
5.
6.
7.
8.
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.
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.

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.

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.

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
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.

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
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.

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
CUPS Overview
CUPS (Common UNIX Printing System) is a cross-platform, portable printing software layer for UNIXbased 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 realworld 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

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
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-Option-P-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 Command-Option-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.

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
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 PowerPCbased 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.

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
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.

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
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 DVDR 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 singlelayer 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
Read
Speeds
18x
8x
Write Speeds
18x, 8x, 4x, 2x, 1x, single-layer, depending on media
8x, 6, 4x, 2.4x, double-layer, depending on media
DVD-ROM
16x DVD5
12x DVD9
18x
DVD-RW
DVD+RW
CD-R
CD-RW
CD-ROM
8x
8x
32x
32x
32x
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.

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
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.

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
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 PowerPC-based 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 plug-in 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 Rosettacompatible 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.

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
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.
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.
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.

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
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

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
Exercise Answer Key

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 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/CD-RW 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
1. Ambient Light Sensor
b) Cannot boot up
2. Infrared
c) Screen too dim to read on airplane
3. Rosetta
d) Remote cant turn on Apple TV
4. USB/Firewire
e) Older application wont run on MacBook
5. Open Firmware
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
References
Diagnostics
ESD Precautions
Hardware Tools
Technician Safety
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.
AirPort ID
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
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
Broadcom
contains a Broadcom wireless chip set. Broadcom is a trademark or registered trademark of
AirPort Card
Broadcom Corporation in the U.S. and/or other countries.
Client
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 receives all incoming
Demilitarized
traffic in a NAT network. Sometimes abbreviated as "DMZ." AirPort Utility uses "default
zone
host" instead of this term.
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.
Sometimes referred to as an ad-hoc network. A collection of wireless client computers that

Independent are able to communicate with each other directly, without using any base station or access
Basic Service point (also known as 'peer-to-peer').
Set (IBSS)
In Apple AirPort networks, this type of network is known as a 'computer-to-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.
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.
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.
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
Magic Packet
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.
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 An IP address within the range of addresses defined for a private network. There are three
address
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.
Sleep Proxy
Server
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.
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. 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
Course Exercise
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
Max Speed
Max Range
802.11b
802.11g
802.11n
3. 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?
4. A customer asks you if an AirPort Express Base Station can connect to a USB printer. What is the
answer?
5. What is this icon and what is it showing?
6. Name three potential sources of AirPort signal interference.
7. What is an AirPort ID?

8. 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?
9. 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?
10. 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
b
g
Maximum Network
Speed
(Mbps)
11
54
a
n
54
270
802.11 _
Frequency Band
(GHz)
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 dualband 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.
Hardware
IEEE Maximum
Maximum
Introduced Discontinued 802.11
Transfer
Range
Standards
Rate
Supported
AirPort Card
July, 1999
June, 2004
11 Mbps
AirPort Extreme
Card
Jan, 2003
Jan, 2009
b, g
54 Mbps
Notes
150 Feet
(11 Mbps) Original AirPort Card Usually installable by
300 Feet customer.
(1 Mbps)
Normally user installable.
50 Feet
All newer Mac
(54 Mbps)
computers use a different
AirPort card that is not
240 Feet
user installable.
(6 Mbps)
See HT3024 for a list of
300 Feet
Mac computers that use
(1 Mbps)
this card.
AirPort
Base Station
(Graphite)
July, 1999
November,
2001
11 Mbps
150 Feet Original Base Station (11 Mbps) Has only one Ethernet
connection (WAN) and is
300 Feet reset via pin hole on
(1 Mbps) bottom of unit.
11 Mbps
Similar to Graphite
model save for LAN
150 Feet
Ethernet connection
(11 Mbps)
being added and reset
button being moved to
300 Feet
between LAN Ethernet
(1 Mbps)
connection and power
cable.
54 Mbps
50 Feet
(54 Mbps) Did not offer a modem
connector or external
240 Feet antenna connector.
(6 Mbps) Otherwise, same as
AirPort Extreme Base
300 Feet Station.
(1 Mbps)
AirPort
Base Station
(Dual Ethernet)
November,
January, 2003
2001
AirPort Extreme
Base Station
(no modem)
January,
2003
June, 2004
b, g
AirPort Extreme
Base Station
(PoE/UL 2043)
April, 2004 January, 2007
b, g
54 Mbps
50 Feet
(54 Mbps) Unit allows power to be
supplied via the WAN
240 Feet Ethernet connection in
(6 Mbps) compliance with the UL
2043 standard.
300 Feet
(1 Mbps)
54 Mbps
50 Feet This product offers IEEE

(54 Mbps) 802.11g connections for
up to 10 devices rather
240 Feet than the up to 50 devices
(6 Mbps)
feature found on other
300 Feet AirPort Extreme Base
(1 Mbps) Stations.
AirPort Express
June, 2004 March, 2008
b, g
AirPort Express
(Early 2008)
March,
2008
AirPort Extreme
Base Station
(802.11n)
AirPort Extreme
Base Station
(Gigabit)
AirPort Extreme
Base Station
(Early 2009)
January,
2007
August,
2007
March,
2009
N/A
August, 2007
March, 2009
N/A
a, b, g, n
First AirPort Express

Up to 2X base station to offer IEEE
270 Mbps 802.11g 802.11n standard. This
range
product also offers
printer sharing over USB.
a, b, g, n
First base station to offer

Up to 2X IEEE 802.11n standard,
270 Mbps 802.11g and hard disk sharing in
range
addition to printer
sharing over USB.
a, b, g, n
Same as AirPort Extreme

Up to 2X
Base Station (802.11n)
270 Mbps 802.11g
but with Gigabit Ethernet
range
ports.
a, b, g, n

Up to 2X
Base Station (Gigabit)
270 Mbps 802.11g
but with dual-band
range
radios.
Time Capsule
January,
2008
Time Capsule
(Early 2009)
March,
2009
March, 2009
N/A
a, b, g, n
a, b, g, n
Base Station (Gigabit)

Up to 2X and includes a 500 GB or
270 Mbps 802.11g 1 TB internal HD for use
range
with Mac OS X v10.5 (or
later) Time Machine for
backups
Same as Time Capsule
Up to 2X but with dual-band
270 Mbps 802.11g radios. Later models also
range
have a larger 2 TB
internal HD.
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 802.11nbased 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/WPA2-compatible 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
Status/Description
Off
AirPort Extreme is unplugged or otherwise not receiving power.
Flashing
green
AirPort Extreme is starting up. The light flashes for one second.
Solid
green
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.
Flashing
amber
AirPort Extreme has one or more status message that needs attention.
Solid
amber
AirPort Extreme is completing its startup sequence.
Flashing
amber
There may be a problem starting up. The base station will restart.
and green
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
For Mac Users
Mac with Mac OS X v10.5.7

Setup and
or later, CD drive, and
administration 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
Wireless client Mac with AirPort or AirPort PC with Wi-Fi Certified

access
Extreme wireless capability 802.11a/b/g/n card
Sharing a USB
printer
AirPort Disk
with a USB
hard drive
USB printer
USB printer
Mac with Mac OS X

v10.2.7 or later
PC with Windows XP (SP3)

or Windows Vista (SP1);
Bonjour for Windows
(included on AirPort Extreme
CD)

Mac with Mac OS X v10.4.8 Windows Vista (SP1); Bonjour for
or later
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/
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. Status light
2.
3.
4.
5.
6.
AC plug adapter
USB Printer port (for printing to one printer only, not for shared hard disks)
Reset button
WAN (Ethernet) 10/100 port
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
For Mac Users
For PC Users
Mac with Mac OS X v10.4 or

Setup and
later, CD drive, and Ethernet
administration or wireless networking
capability

Windows Vista, CD drive, and
Ethernet or wireless networking
capability
Wireless client Mac with AirPort or AirPort

access
Extreme wireless capability
PC with Wi-Fi Certified

802.11a/b/g/n card
Sharing a USB
printer
USB printer
USB printer
Mac with Mac OS X

v10.2.7 or later

or Windows Vista; Bonjour
for Windows (included on
AirPort Express CD)
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/
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
Status/Description
Off
Time Capsule is unplugged.
Solid
Amber
Time Capsule is completing its startup sequence.
Time Capsule cant establish a connection to the network or the Internet,

Flashing or is encountering a problem. Make sure you have installed AirPort Utility
Amber and use it to get information about what might cause the status light to
flash amber.
Solid
Green
Time Capsule is on and working properly. If you choose Flash On

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.
Flashing There may be a problem starting up. Time Capsule will restart and try
Green again.
Solid
Blue
Time Capsule is ready to allow a wireless client access to the network.
System Requirements
The system requirements for accessing and managing Time Capsule are:
System
Requirements
For Mac Users
For PC Users
Mac with Mac OS X v10.5.7

or later, CD drive, and
Setup and
administration Ethernet or wireless

Windows Vista (SP1), CD drive, and
Ethernet or wireless networking
capability
Wireless client Mac with AirPort or AirPort PC with Wi-Fi Certified

access
Extreme wireless capability 802.11a/b/g/n card
Sharing a USB
printer
AirPort Disk
with a USB
hard drive
USB printer
USB printer
Mac with Mac OS X

v10.2.7 or later

or Windows Vista (SP1);
Bonjour for Windows
(included on AirPort Extreme
CD)

Mac with Mac OS X v10.4.8 Windows Vista (SP1); Bonjour for
or later
Windows (included on AirPort
Extreme CD)
Backup using Mac computer with Mac OS

Not Available
Time Machine 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 (signalto-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
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-to-computer 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-to-peer 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-to-computer 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.
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 WiFi 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 WEP-encrypted 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
Next: 802.11n 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

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 Max Speed
Max Range
802.11b
11 Mbps
150 ft @ 11 Mbps
300 ft @ 1 Mbps
802.11g
54 Mbps
50 ft @ 54 Mbps
240 ft @ 6 Mbps
300 ft @ 1 Mbps
802.11n
270 Mbps
Up to 2x 802.11g range
3. 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.
4. A customer asks you if an AirPort Express Base Station can connect to a USB printer. What is the
answer?
Yes, it can.
5. 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.
6. 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
7. 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.
8. 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
9. 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.
10. 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.

Hardware Full Course

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Identifying Accidental Damage

Next: Course Exercise

Knowing What Undamaged Products Look Like

External Damage Examples

Missing screw, scratches and dents in case.

Chipped plastic due to drop on corner of computer

Crushed corner due to drop

Spill reside on outside of computer

Some things to look for include:

Internal Damage Examples

Internal damage in a MacBook dropped on its corner

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

Processing Damaged Computers

Why Giving a Low Quote Is Not a Good Idea

Next: Course Exercise Answer Key

Course Quiz Answer Key

Basic Computer Theory and Terms

Basic Hardware Components - Part One

Intel Xeon and Core Duo Processors

Basic Hardware Components - Part Two

USB, FireWire, Slots, and PCI

Basic Software Components

Application software processes data for a user.

Reference Releases, Software Updates and Software Upgrades

Startup Stages and Cues for Mac OS X v10.6

Startup Process Overview

Startup Stages and Cues for Mac OS X v10.6

What You See

A1 Computer sends power to

A2 Open Firmware (PPC) or

Blank gray screen

B1 Boot loader (BootX (PPC)

Gray apple - found boot.efi

B2 Kernel looks for root device

Leopard does not display a progress window.

B4 Login Window starts

If automatic login is disabled, you see the Login

C1 Finder, Dock, and other

Desktop, Dock, menu bar

C2 Login items run

Item-specific onscreen elements

Some login items

The Ethernet port turns off

Kernel Panic Basics

1. I loaded 3 new video games and now my

2. I cant get this DVD to eject when I shut

B. MS PowerPoint application not installed

3. Ive been sent a Microsoft PowerPoint

C. Optical drive issue

4. I want Time Machine on my Mac- Im

D. Insufficient RAM- more memory needed

5. My Mac wont start up- I just get an error

E. System Software - Time Machine runs on

Next: Check your answers

Course Test Answer Key

2. I cant get this DVD to eject when I shut

B. MS PowerPoint application not installed

3. Ive been sent a Microsoft PowerPoint

C. Optical drive issue