Troubleshooting - South Australian Apple Users' Club
Contents
1. gia mmediate Remove now impossible Ors rmeaustly _it Remove non Prompt me to skip messages over KB Check with your system administrator before changing any of the advanced options below Only a very few ISPs actually use Authentication of the Password kind but if they do the correct entries here are critical Port 110 _ Use SSL Authentication Authenticated POP APOP E I would check this part of the setup procedure with the ISP before doing anything else oc In extreme but very rare cases a setting needs to be changed by your Internet Service Provider or by the organisation who hosts your website I know because this happened to me earlier this year People on holiday may experience difficulties in sending emails because their SMTP server may be blocked This can be a complex issue you may need to discuss with a consultant and your ISP Experiment by taking your laptop to a free WiFi location such as a McDonald s store 12 8 My system bombs or has kernel panics A kernel panic occurs when the underlying Unix software beneath You need to restart your computer Hold down the Power OS X crashes You may get this button for several seconds or press the Restart button message Veuillez red marrer votre ordinateur Maintenez la touche de d marrage enfoncee pendant plusieurs secondes ou bien appuyez sur le bouton de r initialisation Sie m ssen Ihren Computer neu s2. This is how we proceed 1 Click the Time Machine icon in the Dock The starry Time Machine window will slide down like a curtain Go into the Finder window and search for the file that is playing up and highlight it Click the big arrow pointing back Choose a date that will take you back in time to the most recent version of the file that s different from the way it is now in other words undamaged gt DEVICES gt SHARLD Y PLACES EJ Desktop 2 Now simply annans click the Restore fa sa Your damaged file A will be replaced All Documents 9 items 11 89 CB available Time Machine will even place it in the correct folder Today Now Time Machine always asks the question do you really want to replace file X with the earlier version Should you have an iPhoto 08 Address Book or Mail problem then Time Machine will work slightly differently This is all explained in more detail in the Backup manual Link to BMUG manuals at the club website 6 iPhoto locks up or pictures amp albums are missing This irritating symptom can occur on even on a well maintained computer iPhoto is much more than a folder with many images stored it is a database holding all kinds of information about your pictures and it can easily malfunction Sooner or later most of us will eventually experience some difficulty with iPhoto You may find the application locks up on startup and you simply get the spinnin
3. A Sync Services D Syndication 7Y 7 7 7 7 F VF FW Bag L HAL Gj Users f steve craddock ij Library C Printers You will know if your driver is right if you have all the various paper and page size options your printer needs in your Print dialogue boxes If it is an Epson printer it will list Epson papers if it is a Canon they will be Canon papers and so on 4 Basic maintenance Please don t get the idea that you ve done something wrong if your computer starts playing up Modern Macs are infinitely more stable than they were in the past but they still have conniptions Don t Panic We can reduce the number of times we need to troubleshoot by carrying out regular maintenance tasks 1 Turn the computer completely off regularly It s tempting to just leave your computer running overnight for weeks but every time it restarts it runs diagnostic programs and repairs many little errors before they become major ones When a small problem emerges always try turning the computer and the offending equipment which is often a printer completely off then restarting In some cases you even need to remove power leads for a minute or two then replace them 2 Regularly run a Mac maintenance program We recommend main Menu and Onyx and most keen users Users steve craddock Trash Screen shot 2009 12 05 at 12 48 06 PM png run them weekly or whenever an issue arises Main Menu costs 23
4. and Onyx is free You set Main Menu to carry out se 2 Users steve craddock Trash Screen shot 2009 12 05 at Batch Tasks and while it is running this window will show 12 48 28 PM png the progress Users steve craddock Trash Screen shot 2009 12 05 at 3 55 13 PM png Users steve craddock Trash Screen shot 2009 12 05 at Don t worry if you can t understand what it is doing be sche o Users steve craddock Trash Screen shot 2009 12 05 at assured it is good for the computer 4 11 58 PM png Mon Dec 7 10 06 37 EST 2009 Mon Dec 7 10 06 37 EST 2009 Clearing DNS cache Mon Dec 7 10 06 38 EST 2009 2009 12 07 10 06 38 684 MMToolUser 8402903 will remove Library Caches com apple dashboard client Mon Dec 7 10 06 38 EST 2009 Cleaning dashboard cache and processes Mon Dec 7 10 06 38 EST 2009 Mon Dec 7 10 06 39 EST 2009 Starting update Clear Log Running Update Locate D a Running a maintenance program solves a typical setback I try to re open a file I ve been working on and it says it s already open or busy Any message like this is almost certainly caused by a permissions problem We don t need to understand permission but we do need to know how to fix them In a nutshell if you get this kind of message shut the computer down and wait a few minutes before restarting Then run main Menu and go and have cuppa before you do anything else If that doesn t fix the problem I d be
5. calling Applecare Software update About This Mac Software Update One of the most important reasons for having a generous Mac OS X Software download allowance as part of your Internet contract is to System Preferences enable you to run Software Update which regularly checks Dock gt i le to see if updates to your Apple software are available Recent Items gt Force Quit Finder VIO Sleep rA Restart Shut Down Log Out Stephen Craddock Q To vary your Preferences for how TT often Software Update checks go vale Software Update System Preferences View Eira in the top menu bar then click on Scheduled Check Installed Software Software Update Software Update checks for new and updated versions of your software based on information about your computer and current software Check Now Last check No new software updates were available Friday 23 October 2009 1 38 PM Daily M Check for updates v Weekly M Download upda Monthly You will be notified When the Updates are ready to be installed Keeping your ITunes Safari OS X and other programs right up to date is one of the most important piece of preventive maintenance you can do Sometimes the downloads are big that s why you may need to increase your download limit These were the updates I downloaded today ANA Software Update New software is available for your computer A If you don t want to instal
6. complaint like Mail won t work is unhelpful Be specific 4 With hardware problems have you called the retailer We may suggest this as the solution Take the typical my new printer won t print problem They sold it they are responsible for getting it working though we acknowledge that Dick Smith or other big retailers may be very unhelpful That is why we recommend buying from specialist shops Typically the retailer will give you the manufacturer s Australian Agent s Help Desk number 5 Occasionally you may need the services of a paid expert Sometimes we will recommend calling in the cavalry Every so called guru on the committee has paid for help in the past There are times for example with complex networking issues when there is no substitute for a paid consultant BMUG confidently recommends the services of Tina Ridgeway 0402 302 579 and Simone Bishop 0425 871 823 Tina Ridgeway MacBuddies 0402 302 579 at left Simone Bishop Jim s Computers 0425 871 823 at right 2 Using OS X reference books and help sites Reference books measan to soane wo wan Every experienced Mac user I knows has a reference book and M ac O S xX it s usually a David Pogue His big book on Snow Leopard is Snow Leo Da rd invaluable and there are very few troubleshooting issues he missing doesn t cover when I m writing manuals or enewsletter articles I invariably have my copy of Pogue op
7. the hard disk Startup from the Install disk as described above go to Utilities in the menu bar select Disk Utility then run Repair Disk 13 9 I ve forgotten my Admin password You will soon have many passwords for all the different tasks and organisations you deal with but the most important of all is the Administrator password that enables you to install and upgrade software People who forget this one can t even update system software as we recommended As above insert the Apple OSX system disk and re start the computer holding down the C key Choose your language but don t go on to the Install stage Instead in the Installer menu at the top of the screen choose Utilities Reset Password and follow the on screen instructions This only take seconds
8. BMUG troubleshooting the self help guide 1 Introduction BMUG self help 0 eee eeeeeeceeeeeeeeeeeee 2 2 Using OS X reference books amp help sites 0 0 0 5 3 My new printer or scanner won t WOrk 1 eee 6 E EAE A E E T E 8 5 I ve deleted a vital file or folder oe eeeeeeees 10 Ge id ROOTOR UD penne nen eee ee eere reer errr 11 7 Mail sends emails but won t receive eeeeeceeeeeeeee 12 9 My system bombs or has kernel panics sseseseereeee 13 10 I ve forgotten my Admin password 14 4 1 Introduction BMUG Self help including backup Help Desk Applecare amp maintenance BMUG is a self help group We share tips and knowledge and join together to build self confidence in using our Apple computers We are not a professional supplier of Apple troubleshooting assistance It s fine to ask friends in the group for advice or help but don t expect house calls and don t expect people to help you if you won t HELP YOURSELF If you help yourself you might experience a setback or two but not a catastrophe Ways you should help yourself include Backup members must have a backup to get help from BMUG Many computer problems are able to be fixed immediately if you have a proper backup When we say a proper backup we don t mean a few files occasionally copied to a memory stick or a DVD We mean that you have an external hard disk which may be cabled to your comput
9. e experts on their help line are terrific What You haven t taken out Applecare You certainly should AppleCare Protection Plan Really experienced Mac folk who are confident troubleshooters themselves invariably buy Applecare with a new computer Applecare offers 3 years of full support including extremely helpful phone support and onsite repair at your home for hardware problems Applecare is essential insurance and it costs about 400 for a laptop and about 200 for an iMac Preferably you should arrange it when you buy the new Mac since it can only be purchased while your Mac is still covered under the standard one year limited warranty Applecare is transferable when you buy a second hand computer which is still covered AOO _About This Mac Before you make the call be prepared to answer some questions You will find most of the answers in the About this 2 Mac pane under the Apple menu bar P V You will probably be asked Mac OS X Version 10 6 2 What version of OS X are you running Pr 3 06 GHz Intel C 2D What is the processor in your computer z Intel Core 2 Duo Memory 8GB 1067 MHz DDR3 How much RAM memory do you have Startup Disk HAL TM and 1983 2009 Apple Inc All Rights Reserved You may also be asked about the version number of any application which is playing up You can find the answer by going Get Info after highlighting the application file in Applications A
10. e them or vice versa This year a number of people in BMUG including several on the committee have had this irritating problem Generally this problem is easily solved by working through the Mail settings windows in Mail Preferences and carefully checking the settings provided by your ISP There are two windows to check a0 Accounts Account information aea ee General Accounts RSS Junk Mail Fonts amp Colors Viewing Composing Signatures Rules Account Information _ Mailbox Behaviors Advanced Account Type iprimus com au POP POP Account iprimus com BMUG OH oop Description POP Account patsteve ste Email Address pscraddock iprimus com au y POP Full Name Steve Craddock Incoming Mail Server pop iprimus com au User Name pscraddock iprimus com au Password eeeses Outgoing Mail Server SMTP smtp iprimus com au B v Use only this server and Advanced j The Authentication setting is usually None ae Accounts Many folks make the mistake of thinking they 3 AeA BSS eal Be 7 bl u a l should choose Password and enter their user Account Information Mailbox Behaviors _ Advanced name and password here In most cases this is ME cule tis account A BMUG M include when automatically checking for new messages not SO and doing SO will r ender sending da M Remove copy from server after retrieving a message
11. en beside the computer a Gi Help sites Try a Google search first Ask your question in plain language mentioning Apple for example Apple OS X freezes on startup You will usually find many people have experienced the same issue and that someone has posted a solution on one of thousands of help sites Here is a list of very helpful Apple sites to check if a general search doesn t turn up the solution Apple Help Links Apple Support Apple discussions of every kind of Mac issue Mac Os X Hints OS X Help simple tutorials BMUg manuals BMUG produce a large number of easy to read manuals on specific topics You can buy them at our meetings or by mail order from our website We are even able to deal with international mail orders Link to the BMUG manuals page BMUG enewsletters Our club newsletter generally includes several Top Tips simple but invaluable pieces of advice on running your Mac Committee member Margaret Evans prints them off and collects them in a folder for future reference Back copies of the newsletter may be downloaded from the link below BMUG enewsletter 3 My new printer or scanner won t work A printer or scanner connects to your computer via piece of software called the driver Generally speaking hooking up a new peripheral is easy and it just works but sometimes it doesn t It is probably not a good idea to insert the printer software CD and install it on y
12. er or wirelessly connected if it s a Time Capsule That hard drive will need to be be bigger in capacity than your computer hard drive and you will back up everything on your computer to it automatically several times daily An pe external backup drive is the cheapest insurance you will ever buy It safeguards your settings your applications your images and documents absolutely everything Time Machine which comes with your Apple or SuperDuper software you can download are the two standard programs to use They both work automatically and they provide total security There is only one way you can improve on a Time Machine backup and that is by having two backups That way you can alternate your backup drive weekly and store the other one off the property Even if you come home to see an empty desk top with all your gear gone you will be able to restore all your files to your new machine If the friendly neighbourhood burglar takes your computer you can guarantee he will also take the external drive That s why you need a second backup Purists like Don recommend alternating backups with each program a Time Machine one then a SuperDuper backup Each program offers advantages which you can research Backup is not an optional extra and it is not something to get round to when you are more experienced It is a foundation skill Of course we are always willing to help you get started with backu
13. g Applecare will help with Looking under the hood You ve probably never checked out the printer software on your computer If you did look into it you would find that Apple installs an assortment of drivers for many everyday printers with the system software just in case when you install the Snow Leopard OS They live in your computer Library EPSON S to 1410 Z FUJI XER e0 eb Z PreferencePanes DD Preferences JD Library D PubSub r UL Movies GB Receipts 2B Music OD Recent Servers p D Pictures E Safari i E Public l D Recordpad i D Shared f D Sites D Safe Preferences EB Seripa LD SlimDevices D Sounds rm LD Spelling StickiesDatabase gt AL G Users A steve craddock D Library C Primers SS a ee riTrTrroTToese ovr may YF Further specific drivers for the actual printers you use live in your User library These are the printers you have added in the process described above As you see from the screenshot I have two installed an Epson and a Fuji Xerox EPSON S to 1410 FUJI XER e0 eb Printers i PubSub _ Receipts D Documents Downloads Utilities EH Movies W Favorites C BMUG J talking heads Dropbox 4 Library oD Movies D Music D Pictures D Public Recordpad D Shared D Sites Y Y Y Y Y Y y E Y Y iF F _ Recent Servers D Safari _ Safe Preferences D Scripts _ SlimDevices i Sounds D Spelling gt StickiesDatabase
14. g beach ball Thankfully this is not usually a major issue but prudent BMUG members know that it is important to have an up to date backup If anything unrecoverable has happened to your image library you will have the confidence of knowing you can always import a replacement from your backup Hopefully though it will not come to that 6Your first step is to Force Quit out of iPhoto as you do out of any unresponsive program by hitting the keystrokes Command Option Escape and clicking on Force iPhoto to Quit Now restart iPhoto while hl holding down the Command and Option keys You will get Rebuild Photo Library Please choose how you would like to rebuild your iPhoto library We this dialo gS box recommend you make a backup of your iPhoto Library photo before proceeding vi Rebuild the photos small thumbnails For best results tick all the M Rebuild all of the photos thumbnails this may take a while options and go away fora M Recover orphaned photos in the iPhoto Library folder v Examine and repair iPhoto Library file permissions v Rebuild the iPhoto Library Database from automatic backup cuppa This rebuild may take some time but it usually M Reclaim unused disk space from databases p 4 solves any library problems Cancel Rebuild However if you are still experiencing difficulties you Additional information Performing a Manual rebuild may need to carry out a If
15. l now choose Apple menu gt Software Update when you re ready to install Install Name Version Size v Remote Desktop Client Update 3 3 1 6 MB m AirPort Client Update 2009 002 1 0 13 3 MB Apple Remote Desktop 3 3 1 Client Update The 3 3 1 update is recommended for all Apple Remote Desktop clients and addresses several issues related to overall reliability and security For detailed information on this update please visit this website http support apple com kb HT3670 Note Use of this software is subject to the original Software License Agreement s that accompanied the software being updated A list of Apple SLAs may be found here http www apple com legal sla Remote Desktop Client Update Downloaded You must restart your computer after the updates are installed _ a j Hide Details Not Now Install 2 Items _ 5 I ve deleted a vital file or folder Fortunately this is the easiest of all setbacks to correct Suppose you have deleted a folder with many important documents then emptied the trash Just as easily you might have done this to images in iPhoto As you hear the scrunch sound you think Uhhhh ohhh Alternatively you may have made irreversible changes to a file and messed it up Time Machine recovery is dead easy because it performs the apparently magic task of allowing you to see what any file or folder was like an hour ago or yesterday or last week or last month
16. our computer even though the instructions say you should Invariably the software is old and out of date and it s very likely you don t need any of it anyway So what should you do after cabling the printer and powering it up Go to System Preferences Print amp Fax and click the button to add the new printer You will probably already have ame Add Printer an appropriate printer driver the S pI Pr Q software to interface with your Default Fax IP Windows Search printer pre installed along with Adobe POF Adobe POF pdf CanoScan UOCE 500f Scanner the system software so you will be able to select it in the drop down menu as you see at left Name EPSON Stylus Photo 1410 1 Location Steve Craddock s Computer Print Using EPSON SP 1410 Series oq Add You should also go to Software Update after adding sofeeere Update the new printer This tool will tell you if there are any Checking for new software more recent versions of the printer driver which you should download Just occasionally you need to do some manual work yourself to get the right printer drivers installed Every printer has a gigantic and very confusing download page to get the software from Finally if any of these steps appear problematic ring the retailer who sold you the gear They took your money therefore they should help get the printer working by providing the right number to ring This is not somethin
17. p in the first place Help Desk At every meeting a roster of committee members will be ready and waiting to help you You will need to book in to the Help Desk before the meeting by email or arrive promptly and book an appointment in person To make a Help Desk booking just send an email with details of your problem to Help desk booking Note we are a voluntary self help group We will do our best to assist but we can t be held responsible if our advice makes things worse We aim to teach every member how to problem solve for themselves rather than functioning as a brains trust with all the answers The process we will go through is aimed to train you in troubleshooting which is a foundation skill Hopefully we will be teaching you more about it when you visit the Help Desk Our help will essentially be triage following these steps 1 Do you have a backup No backup no help But we will help you set up your backup 2 Self help Hopefully we will know the answer or where to find it If we don t for most simple issues we will suggest you need to research the Help files do a Google search read the appropriate BMUG manual check out the help and troubleshooting documents and files on the BMUG downloads page The answer may be quite easy to find if we try together 3 Have you rung Applecare f If we can t help then Applecare which is essential insurance will almost certainly do the trick Th
18. tarten Halten Sie dazu die Einschalttaste einige Sekunden gedriickt oder driicken Sie die Neustart Taste IvVKa VFeEREMTSHSPSO0RFT NI KIVE HHLA UVRYRRYVAPLT lt K HSN This is an extremely rare happening these days particularly for people who run the latest system software and keep it updated If it happens once or very occasionally it is a minor problem easily fixed by shutting the computer down pausing then re starting Recurrent kernel panics are sometimes caused by hardware problems such as a failing chip RAM chips are typically responsible for this problem which can only be diagnosed and solved by putting the computer in for service Applecare covers this kind of problem of course Alternatively your computer s OS X system may have been corrupted Applecare technicians will talk you through various diagnostic tests and then help you reinstall the system from the system disks if that is what is needed to correct the problem This gives an idea of what is involved Insert the OS X system installation disk that came with your computer Hold down the C key while you do a restart It will take some time to start up from the disk s OS but eventually you will be prompted to choose the English language Then you will be prompted to go on to do an Archive and Install which will completely replace the faulty existing operating system Repairing your hard disk Another option when things go haywire is repairing
19. the rebuild option in iPhoto does not resolve your issue you can manually reimport the photos manual rebuild Here are the ft ae ih ca instructions from the Apple 1 While holding down the option key on the keyboard open iPhoto iPhoto Help pages 2 When prompted select the option to create a new library 3 Select a new location for the library name and save it Give the new library a different name than the original library to avoid confusion 4 From the iPhoto menu choose Hide iPhoto 5 Locate the original iPhoto Library folder in the Finder 6 Right click or control click the iPhoto library icon and select Show package contents from the menu 7 In the window that appears you should see two important folders Originals and Modified 8 Drag the Originals folder onto the iPhoto icon in your Dock This imports the original photo files that you imported into the original iPhoto library 9 You can also drag the Modified folder onto the iPhoto icon in your Dock This will copy over all edited versions of images you have previously worked on including those which have been edited automatically such as auto rotated images which have been edited and then imported from your camera Note Importing both your Modified and Original folders into a new library will result in both the original and edited version of each image if applicable showing up in your new iPhoto library 11 7 Mail sends emails but won t receiv
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