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"What To Do Before The Doctor Arrives"

"Troubleshooting One"
I call this "Troubleshooting One" (Troubleshooting Two deals with problems in making web pages). Are you aware of the problems created by Closing windows instead of quitting the application - a very common error in using your Macintosh! What do you do when the computer "freezes"? (There are some very basic but important steps to know!)
Reference:
Troubleshooting from Apple Computer
MacAddict Resources
MacAddict - This Old Mac
Become A Power User (MacHome)
Subscribe to TechNotes
Subscribe to MacTips

Quick Helps
Hot Tip from Mac Home
Tips from Mac Addict
Tips from The Macintosh Guy
Ram Chip Guide

Topics

Connect Power
Power up / Power down
Understand RAM Memory
Program Response Indicator
Freezes or "Bombs" (Scary stuff)
Networks May Be The Problem
Printing Problems
Indicators of Battery Problems

MAINTENANCE/REPAIR PROCESS


Setup Connections and Frequency of Power Up / Power Down


Turning the equipment on and off

Power UP (turning on)

Power DOWN (turning off)


Common Problems, Causes and Solutions.

RAM MEMORY

INTRODUCTION
RAM Memory is the "brain" power of the computer - the memory that the computer uses to process the commands sent to it. The most common cause of problems with the computer involves the RAM memory.

One never has enough RAM memory - Each computer has a physical limit and special allowable configurations - RAM is very low cost - Consider adding RAM memory to your computer if you are having problems.

Purchasing new RAM memory? - Check out the Chip Merchant

Want to install new memory? - Check out Phoenix Macintosh Repair

  1. Problem: OUT OF MEMORY error messages or freezes or bombs

    Memory problems can occur when:

    1. Closing windows rather than Quitting a program
      This technic may initiate "out of memory errors" with an occasional freeze or bomb!

      Cause: There is no more memory available to open new applications or files.

      Explanation: The window for the program is closed (it is not visible on the screen) but the program is still active and is using the RAM memory of the computer. When all the memory is used up, the computer cannot work!

      - Solution: (BEST!!) Quit all programs when you finish using them (do not just close the open windows).

    2. Quitting programs in random order over a period of time.
      This technic may contribute to a "freeze or bomb"!

      Cause: The computer RAM memory may become fragmented and may not be usable to open new applications or files.

      TECHNICAL NOTE: This common problem is encounted when the computer runs out of consecutive memory bytes of sufficient enough size to open or run the program that you select.

      Explanation: The first program opened gets the first segment of memory, the second program gets the next segment, the third.......... , etc. If you quit the second program without quiting the third, the memory becomes fragmented and fragmented memory is not usable to open a program using a larger amount of RAM memory.

      Example: You open Eudora to read your mail in the morning and then close the window for Eudora without quitting the program. You next open Netscape to check how your stocks are doing on the stock exchange and close the window for Netscape without quiting the program. You open ClarisWorks to type and print a study sheet for class that day and close that window without quiting the program. You try to open Microsoft Works Database to add an entry into your Inventory file. If you are lucky, it will open but more likely you will get an OUT OF MEMORY error (or worse, a freeze or bomb). If you are lucky, you try to close Eudora and still have the same problem. Remember, Eudora was the first program opened. You close ClarisWorks and still have the same problem. Remember, ClarisWorks was the third program opened! (What a mess!! I hope you have saved all your work.)

      - Solution 1: (BEST!!) Quit all programs when you finish using them (do not just close the open windows).

      - Solution 2: (A Good Practice!!) Open the program you wish to use all day first and temporary programs after that. (You may still have OUT OF MEMORY errors if the first program takes a large amount of RAM memory but usually not the freezes and bombs.)

      - Solution 3: (BEST - If you have the money or resources!!) Buy "a ton" of RAM chips for your computer. (OK if you have the funds and if your computer has the resources to be upgraded as far as you need.)

      - Solution 4: (A compromise solution - This is OK for a fast computer but makes a "snail" out of the slower computers!!) Turn on "Virtual Memory" in the Control Panels/Memory and cause your speedy "Ferrari" computer to run like a "Model-T Ford".

      - Solution 5: (Please don't be this way!!) Complain loudly about your "stupid computer" and try to get a new computer because "this one is no good"!!!

      Do you get the definite opinions emphasized here!!!!


  2. Problem: A program doesn't seem to respond correctly!
    Careful!! This is the signal of a potential freeze or bomb! Restart!

    Cause: Many times the RAM memory is fragmented or the memory allocation of that program is too small.

    - Solution 1: Save your work, Quit the program, Quit all other programs that you are not currently using and then restart the program you were using. If it still does not respond correctly, repeat the above steps but restart the computer also.

    - Solution 2: The memory allocation for the program or print monitor may have to be adjusted. Call for help if you haven't done this before!

NOTE: Have patience and have a cup of coffee handy for the necessary restart sequences!!!! (The computer does not respond well to the coffee but the coffee sometimes helps the frustrated computer user!)

The restart sequence is frustrating to the impatient computer user but really takes care of many potential problems. A restart of the computer allows everything to be put back in place. Remember: After a freeze or bomb, a minimum of two restarts will assure a much better climate for work! That's right, not just a single restart but a second one!!! Patience at this time will save you time and frustration!!


Some Basic Troubleshooting Techniques

INTRODUCTION
Troubleshooting takes patience and a willingness to develop a systematic order in approach. One may not find out "what caused the problem" ("What did I do wrong?") but the idea is to return the computer to a working order. Look at these steps and techniques and acquire a comfortability with them so you may have a chance to return your computer to "working order".
This is the "healthy" Power Mac Startup Sound
This will download to your computer an will play - don't be impatient. You should hear this sound when you Power Mac starts up, not the "chimes of death"!

Did you ever hear the The Chimes of Death or Doom?
This will take a little time to transfer - wait for it! If you hear this sound on startup, it indicates a hardware problem. See your computer service person!

Basic Troubleshooting from Apple Computer

Tips for Crashes or Freezes

Quick Fix - a three step process!

Links for repair problems at Phoenix Macintosh Repair.

Troubleshooting technics for your Mac.

Did you ever wonder about those error numbers? (Source)

1. Problem: When the Computer Freezes or Bombs!

Before the freeze or bomb!
After the freeze or bomb!

 

NOTE: I usually try each above step two or three times before proceeding to the next step. It takes only a moment and sometimes the least drastic steps will work. Restarts after freezes and bombs take longer than a normal restart.

 

2. Problem: When the network does not seem to be working.

Symptom: Netscape gives error messages, Eudora does not retrieve mail, printing to a network printer does not work, etc.

 

3. Problem: When you are having problems printing to a local printer.

4. Problem: BATTERY

INTRODUCTION:
Yes, there is a battery inside the computer to retain certain memory items when the power is turned off. When the battery begins to lose strength, certain indicators are clues that you should replace the battery before larger problems occur. Batteries required are special batteries designed for your computer and even though you may change them yourself, it involves opening the case of your computer. If you are not comfortable with this, contact experienced assistance.
Replace your own battery at Macintosh Logic Board Battery Information

Apple Computer has a listing of the Battery specs for Macintosh computers. (alternate)

What kind of battery is used in the Macintosh? See Macintosh Batteries at MC Pricebreakers!

The following symptoms indicate a possible battery replacement.


MAINTENANCE/REPAIR PROCESS

INTRODUCTION:
Things can go wrong on a computer as files and applications get corrupted through crashes, freezes, forced restarts, etc. The computer will tend to "repair itself" through the RESTART processes but most computer users will get "in a hurry" and will begin working with a computer that has not had a chance to "correct itself". It is a good idea to take some time to do maintenance on your computer to keep it running well. Time spend in the following maintenance steps may save extensive recovery problems later. Don't wait until there is a problem before taking care of your computer. Establish a maintenance schedule for yourself to keep your computer ready for work!
NOTE:
I started writing this section and received the new MacTips from the Macintosh Guy which covers all of it very well. See Tip #34 for another way of stating this maintenance process.

Tip #35 discusses "Disk Utilities" to be used in Maintenance processes.

Also, please note the "new" necessary virus/antivirus situation for Macintosh computer users (25 June 98).

Please!!! Backup - Backup - Backup

Step 1 - Acquire, Locate, and File the proper software

So often I explain this process to computer users, they seem to pay attention, but they do nothing about it until an "emergency" arrives. By then it is many times too late! They have no idea where the following software is located and they have no idea how to use it. Assemble the following software, PUT IT IN A PLACE THAT YOU CAN FIND IT, and then learn to use it by following a maintenance schedule (even if it is a sporatic schedule) before "emergencies" arise!

Necessary Maintenance and Recovery Software

Purchase the necessary software for maintaining your computer and know where these software items are located in case you need to recover and repair after a "crash".

  1. Startup Disk

    (For most computer users, this will be the CDRom that came with your computer.)
    This Startup Disk has the necessary system to startup your computer in the event that the computer will not startup. It is also used to startup the computer so maintenance can be accomplished on the "startup drive". (At the time of writing this, one cannot make repairs on the System Folder of the Startup Drive so it is necessary to startup the computer from another source - CDRom Startup Disk, Startup ZipDisk, Startup Floppy Disk, or another Hard Drive with a System Folder - to make these necessary repairs.)
    If you do not have a CDRom Startup Disk, follow directions in your system software for making a startup ZipDisk or startup floppy disk.
    If you have more than one hard drive, you may place a copy of the System Folder on one of the "non-startup" hard drives and use this as a secondary startup drive. (Be reasonable in this to save disk space. Just a basic startup System Folder is all that is necessary.)

    LEARN HOW TO USE THIS STARTUP DISK AND THEN PUT IT IN A PLACE THAT YOU CAN LOCATE IT WHEN NEEDED!!!

  2. Disk First Aid - Apple Disk First Aid

    Apple provides with each computer a basic Maintenance/Repair software utility called Disk First Aid. KNOW WHERE THIS IS LOCATED! (Suggestion: Look on the Startup CDRom! - or download the most recent version above!)
    This utility does only major repairs but, through experience, I have found that running some other repair utility prior to use of Apple's Disk First Aid can have bad results (even disasterous results). Apple's utility seems to repair major things but not the smaller things which also cause problems. This utility is the first step but may not fix all the problems that need to have attention. Look at it as the first step but not the only step.

  3. Norton Utilities

    Every computer user should purchase this valuable Repair/Recovery program and should keep it up-to-date. It is available from any Apple Software Reseller. Norton Disk Doctor is probably one of the most useful of the utilities and should be located in a place where you can find it.
    This repair utility should be used only after Apple's Disk First Aid has been used. It will repair many items you had no idea were corrupted. Fix all of them and run the repair utility as many times as it takes to have "No Problems Found" as the result. This utility will usually take care of the problems on your hard drive.

  4. TechTool®
  5. TechTool 1.7.1 Free at TechNotes

    TechTool is available as "freeware" and TechTool Pro is a purchased program that has many uses. The "freeware" version provides a best way to "rebuild the desktop". It has other uses (such as zapping the PRAM) which are useful also.
    Use this one only after everything is OK in the Apple Disk First Aid and the Norton Disk Docter analysis of your hard disks.

  6. ****Disk Warrior*****, a tool to repair the catalogue of a disk from scratch, has saved me many times from "giving up" on a "repair problem". It is a HIGHLY RECOMMENDED purchase for that problematic drive or disk that you cannot repair with any other tool. It really works!! Spend the money for it! Some people use it first before any other utility. I tend to use it last unless there is some problem (like a hard drive that cannot be accessed with any other tool). Then it is the first tool that I use. THIS IS A MUST UTILITY FOR ANY SERIOUS MAC USER!!

Step 2 - The Maintenance/Repair Process

Do this once and you have made a good beginning (at least you tried).....
Do it again and you have made a step toward being a conscientious computer user.....
Repeat this with regularity and your computer will probably function well with a minimun of "crashes" and "bombs" and you will not likely experience that panic of lost files.
Those important files should be backed up regularly anyway - right???
Do you regularly back up your important files???
REMEMBER:
Applications and Systems can be reinstalled from their original sources (although it is a bit of a nuisance) but your files are your creation and have no other source than your backups!
After each work session, backup the files you changed during that session. Drag them (copy them) to a "BackUp Daily" floppy disk or a "BackUp Daily" ZipDisk! This will save much "heartache" if there is a crash that results in loss of files!

The Process (Normal maintenance - in a crash you may need to start with Disk Warrior)

  1. Start up your computer from the Startup Disk (above)

    Starting up from the CDRom
    - Insert the Startup CDRom and Restart your computer while pressing the "c" key on the keyboard (This may vary with the date of your computer. If this "c" key doesn't work, check your manual.)

    Starting up from a Startup Floppy
    - Insert the Startup Floppy and Restart your computer (the computer will automatically startup using the Startup System on the floppy disk).

    Starting up from a ZipDisk or other Startup Hard Drive
    - Insert the Startup ZipDisk (if using this)
    - Open System Folder / Control Panels / Startup Disk
    - Select the ZipDisk or Hard Drive that you wish to use as Startup Disk
    - Restart your computer (If using a ZipDisk, hold down the Option key on Restart)

    See also: Starting Up From The CDRom

  2. Run Apple's Disk First Aid
    Remember:
    You must know where this is located. I usually have this located on my Startup ZipDisk and in a folder on one of my hard drives called First Aid Tools

    _ Double-click the Disk First Aid Application Icon
    - Select the drive to be repaired
    - Click on Repair
    - The utility may repair some items
    - Run the untilty until the results are "No Problems"
    - If the results are "...cannot repair..."
    - You must go on to the next step (Go there anyway)
    - You may check all the hard drives in this manner and then Quit (File Menu / Quit) Disk First Aid

  3. Run Norton's Disk Doctor
    Remember:
    You must know where this is located. I usually have this located on my Startup ZipDisk and in a folder on one of my hard drives called First Aid Tools

    - Double-click the Disk Doctor Application Icon
    - Select the drive to be repaired
    - Click Examine and wait while the untility works
    - Repair all items (even if you do not know what is being done)
    - Repeat this process for each hard drive until "No Problems" found is the result (it may take several times for each hard drive)
    - If Disk Doctor indicates that certain files are corrupted beyond repair, these files must be deleted from your hard drive. (You can try to recover the data in them if it is a file that has no backup by using the Unerase utility in Norton Utilities. Usually though, these corrupted files may easily be deleted from the hard drive. You must write down the exact location, find the files, and delete them manually.)
    - When all repairs are finished, all corrupted files are deleted, and you have "No Problems" on all your hard drives, Quit (File menu / Quit) Norton Disk Doctor

    - NOTE:
    I will usually run the Apple Disk First Aid again on all the "repaired" hard drives to make sure everything is OK.

    Remember:
    You don't want any error on any hard drive. Use these utilities until everything is OK!

  4. Rebuild the Desktop Data Base
    This can be done by holding down the keyboard combination command / option while restarting the computer or, more effectively by using Tech Tool

    Using TechTool
    Remember:
    You must know where this is located. I usually have this located on my Startup ZipDisk and in a folder on one of my hard drives called First Aid Tools

    - Double-click the TechTool Application icon
    - Click on Desktop Rebuild and follow the directions

  5. Don't forget about Disk Warrior

NOTE:
The above process is usually enough to keep everything working properly (and for repairing your hard disks).

There are further operations to be used once in a while such as:

- Speed Disk in Norton Utilities to DeFragment your disk files
(do this only once in a great while - I do this only once every 6 months)

- Zap PRAM in TechTool (or by using the proper keyboard combinations)
(this can be done about as often as DeFragmenting the hard disk)

- Reinstall the System using System Disks
(to be done when needed and when things really get bad)

Make sure you know the process for a clean system reinstall before attempting this! This should not be attempted without some planning since you will have to know how to move or reinstall the special features you have installed in your system such as the Internet Connection, special Control Panels, etc. Do some reading first!
Reinstall System from Apple
local source of above



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