| 1:
|
What are the nine troubleshooting steps
suggested in this lesson?
|
| 2:
|
What defines a quick fix?
|
| 3:
|
Identify an innocuous quick fix that can be
tried in Mac OS X.
|
| 4:
|
Identify a less innocuous quick fix that can be
tried in Mac OS X.
|
| 5:
|
Identify an invasive
quick fix that can be tried in Mac OS X.
|
| 6:
|
Identify a diagnostic tool that can be used in
Mac OS X.
|
| 7:
|
What is a split-half search?
|
| 8:
|
What is Console used for?
|
| 9:
|
If, after trying all previous troubleshooting
steps, you still can't locate and fix the problem, what should you
do?
|
| 10:
|
Identify three Mac OS X repair or replacement
techniques.
|
| 11:
|
What are the three characteristics of a verified
repair?
|
| A1:
|
Gather information, verify the problem, try
quick fixes, run diagnostics, perform split-half search, research,
repair/replace, verify repair, inform user/complete administrative
tasks. If needed, the problem can also be escalated to a higher
level of support.
|
| A2:
|
A quick fix is a repair action that can be
performed quickly, involves little or no risk of harm to the
system, and has little or no cost.
|
| A3:
|
Restart/shut down
Run System Profiler
Start in Safe Mode
Start from Install Mac OS, Restoration, or
MacTest Pro CD
Suppress Auto-Login
Suppress login items
Use known-good disc (e.g., CD, DVD, Zip)
(installation)
Repair with Disk Utility
Start in single-user mode
Start in verbose mode
Start in another OS
Lesson Review
Relaunch Finder
Disconnect all external devices
Turn off Screen Saver and Energy Saver
(installation)
Verify with other users (network problem)
Connect to another device or volume
(network)
Connect to PPP test server (modem)
|
| A4:
|
Adjust user settings (Check Firewall setting;
check Active Ports setting; check Startup)
Select a different startup disk (startup)
Force quit
Log in as test user
Reset permissions
Move, rename, or delete preferences file
Update printer driver (printing)
Update firmware
Change ports (for example, Ethernet and USB)
Use known-good peripherals (for example,
monitor, disk drive, and printer)
|
| A5:
|
Perform recommended (default) installation
Perform Archive and Install
Perform Erase and Install
Reinstall suspect application
Reset PRAM
Reset PMU/SMU
Remove nonApple RAM
|
| A6:
|
Digital Color Meter
Disk Utility
Network Utility
Apple Hardware Test
Tech Tool Deluxe (available with purchase of
AppleCare Protection Plan)
Display Utilities (available to Apple Authorized
Service Providers)
MacTest Pro (available to Apple Authorized
Service Providers)
Apple Service Diagnostic (available to Apple
Authorized Service Providers and AppleCare Technician Training
customers only)
|
| A7:
|
A split-half search is a technique in which half
of the potential causes of a problem are removed or eliminated to
help narrow down the potential cause of the problem.
|
| A8:
|
Console is used to show you messages about the
system and to view log files.
|
| A9:
|
Escalate the problem. It's important to know
when to consult another authority.
|
| A10:
|
Run -fsck
Update driver
Repair with Disk Utility
Run AirPort Admin Utility
Run Setup Assistant
Use Directory Access
Run UNIX commands
Use Target Disk Mode
Adjust user controls
Reset PRAM
Perform recommended (default) installation
Perform Archive and Install
Erase and restore from Restore CDs
Perform Erase and Install
Repair with Apple Hardware Test
|
| A11:
|
The entire problem has been resolved.
No new problems have been introduced during the
troubleshooting and repair.
All elements of the system are compatible.
|
