Symptom Charts

When to Use the Symptom Charts

Before turning to the symptom charts, you should have completed the following steps on the Apple General Troubleshooting Flowchart:

  1. Gather information
  2. Verify the problem
  3. Try quick fixes

You consult the symptom charts as part of the Research troubleshooting step (and sometimes as part of the Try Quick Fixes step).

How to Use the Symptom Charts

The Symptom Charts included in this chapter will help you diagnose specific symptoms related to the product. Cures are listed on the charts in the order of most likely solution: try the cures in the order presented. Verify whether or not the product continues to exhibit the symptom. If the symptom persists, try the next cure.

Note: If a step instructs you to replace a module, reinstall the original module before you proceed to the next step.

AirPort Extreme Card not recognized

  1. Use Software Update in Mac OS X system preferences or see the Apple Software Updates web page to make sure the latest version of AirPort software is installed.
  2. Check Network pane in System Preferences to verify AirPort port is selected.
  3. Reseat AirPort Extreme Card and make sure AirPort antenna cables are fully connected.
  4. Remove and reinstall the AirPort software.
  5. Replace with known-good AirPort Extreme Card.
  6. Replace logic board.

Poor AirPort reception

Refer to Knowledge Base article 88258 "PowerBook G4: How to Optimize AirPort reception"

  1. Reseat AirPort Extreme and Bluetooth antenna cables on cards.
  2. Check AirPort Extreme and Bluetooth antenna cables for damage.
  3. Replace with known-good AirPort Extreme Card or Bluetooth card.
  4. Replace AirPort Extreme or Bluetooth antenna cables.

Unit unusually hot

This computer runs hotter than previous models. However, the normal operating temperature is well within national and international safety standards. Nevertheless, customers may be concerned about the generated heat. To prevent an unneeded repair, you can compare a customer's computer to a running model, if available, at your repair site.

  1. Verify that the customer uses the computer while it is placed on a flat, hard surface.
  2. Verify that the computer is hotter than expected for normal operation. If possible, compare how hot the computer case feels with how hot the case of a running display model feels.
  3. Is the computer running hotter than normal? Yes: Proceed to the next step.

No: The unit is operating normally. Proceed to the Inform Customer step on the flowchart. When speaking with the customer, direct him or her to Knowledge Base article 30612.

  1. Check the processor speed.
  2. Is the processor speed running at the setting the customer set? Yes: Continue with the next step.

No: The computer could be overheating. The operating system will automatically reduce the processor speed if the computer starts to get too hot. Continue with the next step.

  1. Check for a failed fan.
  2. Can you hear the fan running? Yes: Continue with the next step.

No: This computer has only one fan. If the unit feels too hot and you do not hear a fan running or cannot feel the air venting over the top of the keyboard, the fan may have failed. Proceed to the Take Apart procedure for replacing the fan.

8. Check for misplaced thermal grease.

Each processor chip should have .01 to .12 cc (one-third of a single syringe) of grease on it. It should look completely covered. See the Heatsink section of the Take Apart chapter for complete details.

9. Is the thermal grease applied in the right places and in the right amount, according to the service manual?

Yes: You have eliminated all the immediately known potential causes of an unusually hot unit. Proceed to the Systematic Fault Isolation step of the troubleshooting flowchart. No: Apply the thermal grease correctly, according to the instructions in the service manual then proceed to the Verify Repair step of the troubleshooting flowchart.

For more information on the operating temperature of Apple portable computers, see Knowledge Base article 30612: "Apple Notebooks: Operating Temperature" You may also want to point out this article to the customer.

Fan fails

  1. Check fan cable connection, and check cable for damage.
  2. Check fan for loose parts stuck in fan blades.
  3. Replace fan.
  4. Replace logic board.

Disc will not eject

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. See Knowledge Base article 88275, "MacBook Pro, MacBook, PowerBook G4, iBook G4: Troubleshooting the slot load disc drive'!

  1. Verify disc is not in use by quitting any applications that may be using the disc.
  2. Press and hold Media Eject key at top right corner of keyboard. If that does not work, hold down Function (fn) key and Media Eject key.
  3. Drag disc icon to trash or select it and press Command-E.
  4. Choose Restart from Apple menu while holding down trackpad button.
  5. Replace the optical drive.

Related Knowledge Base article: 106752: Macintosh: How to Eject a Disc When Other Options Do Not Work

Memory not recognized; beeping tones

You may need to use increased firm pressure when installing memory. If you or the customer do not fully seat the memory the computer will not start up, or System Profiler may not recognize the memory. See Knowledge Base article 303721 "MacBook (13-inch): How to install memory'.

Computer will not start; LED blinks or remains on

  1. You may need to use increased firm pressure when reseating memory. Try ejecting the memory and reseating it.
  2. Try known-good memory.

If you or the customer do not fully seat the memory, the computer will not start up. See Knowledge Base articles 303083, "Intel-based Mac Power On Self Test RAM error codes', and 303721, "MacBook (13-inch): How to install memory'.

Battery won't charge

  1. Remove any connected peripherals.
  2. Try known-good power outlet.
  3. Try known-good power adapter and power cord.

Note: Verify that power adapter connector glows amber or green. If the power adapter light is green, turn over the computer and press the battery button. The battery lights should glow green and stay on if the power adapter is operating correctly.

  1. Try known-good battery.
  2. Reset the power manager by pressing the key combination Control-Option-Shift-power. Warning: Make sure you do not hold down the "fn" key when resetting the power manager. Warning: Resetting the power manager means you will also need to reset the date and time (using the Date & Time control panel).
  3. Try known-good DC-in board and cable assembly.
  4. Replace battery connector with sleep switch.
  5. Replace logic board.

Battery not recognized, does not charge, or does not reach 80% capacity

  1. To properly evaluate the battery, follow the steps in Knowldedge Base article 500644: "Portable Compter Battery Screening Process."
  2. If a firmware update is required, see Knowledge Base article 305256: "About Battery Update 1.2."

Optical drive does not work

There are four clips at the optical drive bezel that can come loose during disassembly or reassembly. If any come loose, they could cause the optical drive to fail to function.

If, after trying other less invasive quick fixes, the optical drive still does not function, remove the top case and check that the four clips at the optical drive bezel (shown below) are in place. See Top Case in the Take Apart chapter.

Optical drive does not accept CD or DVD disc (mechanical failure)

  1. Verify disc is not warped.
  2. Verify drive slot has no foreign object in channel.
  3. Verify disc is properly seated in the carrier.
  4. Replace optical drive.

See Knowledge Base article 88288 "Apple Portables: Tips for inserting discs into the disc drive."

Disc icon does not show up on desktop, or a dialog box appears to initialize disc

  1. Verify the correct type of disc is being used.
  2. Try cleaning the disc. It may not mount if dirty or scratched.
  3. Verify media is positioned correctly: data side down.
  4. Try a different disc.
  5. Listen to verify that the disc spins.
  6. Reseat optical drive cable.
  7. Verify the logic board connection by trying a known-good optical drive and disc.
  8. Replace optical drive cable.
  9. Replace optical drive.

Combo drive does not write at maximum speed

Refer to Knowledge Base article 86186: "PowerBook G4, iBook: Combo Drive Does Not Write CD-R Media at Maximum Speed"

Keycap damaged or sticking

If a keycap is damaged, you may be able to replace just a keycap rather than the entire top case. Refer to the Additional Procedures chapter to identify the keyboard on the top case and verify whether or not to replace a keycap.

Power issues, power adapter dead, no power

  1. Check for damaged pins or magnetic debris on MagSafe power adapter. If pins are okay, reseat power adapter connector and make sure it is fully inserted. Refer to Knowledge Base articles 303566 "MacBook Pro: Troubleshooting MagSafe power adapters with stuck pins" and 302461 "Troubleshooting iBook, PowerBook G4, and MacBook Pro power adapters'!
  2. Remove any connected peripherals.
  3. Try known-good power outlet.
  4. Remove battery, and remove AC power.
  5. Press Caps Lock key to see if light on key comes on. If it does, hold power button down for six seconds to shut down the computer and restart.
  6. Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until you hear the startup chime at least one additional time after the initial startup chime).
  7. Reset the power manager. See Knowledge Base article 303319, "Resetting MacBook Pro Power Management Unit (PMU)"

Warning: Make sure you do not hold down the "fn" key when resetting the power manager. Resetting the power manager means you will also need to reset the date and time (using the Date & Time pane of System Preferences).

  1. Test each RAM slot individually with known-good RAM. (The computer should still start with only one known-good DIMM.)
  2. Remove AirPort Extreme Card.
  3. If computer starts on battery power only, try replacing MagSafe board with a known-good MagSafe DC-in board.
  4. Verify cable connections and check cables for damage.
  5. Verify power button is connected properly to logic board, if power button is not functioning correctly or damaged, replace the top case.
  6. Replace logic board.

Computer shuts down intermittently

Apple has released SMC version 1.1 for the MacBook, which improves the computer's internal monitoring system and addresses issues with unexpected shutdowns. This update is recommended for all MacBook systems, including those that received warranty repair. Effective immediately, when repairing MacBook computers with an intermittent shutdown failure, follow the procedure outlined below.

  1. Make sure the operating system has been updated to Mac OS X 10.4.8 or later and that SMC version 1.1 (or later) has been installed. If so, go to the next step.
  2. Remove all third-party internal and external devices from the computer and test again. If the issue still occurs, go to the next step.
  3. Reseat the computer's system memory and test again. If the issue still occurs, go to the next step.
  4. Make sure you are testing from a known-good power adapter and a known-good battery that is fully charged.
  5. If the intermittent shutdown symptom persists after completing the steps above AND the black or white MacBook is within the serial number range xx617xxxxxx - xx635xxxxxx, Apple will replace the heatsink under warranty.

Important: Do not disclose serial number ranges to customers. Order the following part for all MacBook computers exhibiting this behavior: 076-1243 Heatsink Kit, with Sponge, 1.0 mm Conn

Note: The kit includes the heatsink, heatpipe sponge, and connector pressure-foam pad.

More details about the MacBook intermittent shutdown issue is available in Knowledge Base article 304308 "MacBook: Shuts down intermittently"

Trackpad works intermittently

The trackpad operation can be affected by hand lotion, humidity, dangling jewelry, and the use of more than one finger on the trackpad.

  1. Check for environmental factors such as humidity, hand lotion, or jewelry.
  2. Clean the trackpad with a clean, dry lint-free cloth.

For more information, see Knowledge Base articles: 17228: "Portables: Jumpy or Erratic Trackpad Operation"; 58389: "PowerBook and iBook: Trackpad Does Not Respond'.

USB port is not recognizing known devices

  1. Completely shut down, then press the power button to start the computer.
  2. Use Software Update in Mac OS X system preferences to verify that the latest software is installed.
  3. Use Apple System Profiler to verify that the computer is recognizing the bus.
  4. Test USB port with an Apple keyboard or mouse.
  5. Verify USB port provides power to USB device.
  6. Verify that drivers are installed properly for third party, if needed.
  7. Try other port if available.
  8. Try a different cable.
  9. Try known-good device.
  10. Check that device's LED indicates that it is getting power.
  11. Replace logic board.

Display Issue: When displaying a single color over the screen area, the LCD panel shows one or more pixels that are not properly lit

To determine whether or not the display has an acceptable number of pixel anomalies, follow the steps below:

  1. Set the display image to one of the following colors: all-white display, all-red display, all-green display, or all-blue display. Knowledge Base article 112125: "Service Diagnostics Matrix" has the LCD Tester Diagnostic Utility that will generate these patterns on the screen.
  2. Using a jeweler's loupe, pocket microscope, or other magnifying device, identify and count each pixel anomaly:
  • Bright subpixel anomaly = subpixel that is always on
  • Dark subpixel anomaly = subpixel that is always off

3. The number of acceptable pixel anomalies for this computer is:

Acceptable Number of Subpixel Anomalies

Bright

Up to 3

Dark

Up to 5

Combination

Up to 7

4. If the number of subpixel anomalies exceeds the acceptable number listed in the above chart, replace the LCD panel.

Replace the LCD Panel if...

Bright

4 or more

Dark

6 or more

Combination

8 or more

5. If the number of subpixel anomalies is acceptable, explain to the customer that the pixel anomalies are within specifications, and no repair is necessary.

Important: Do not release the specifications to customers. Instead, inform them that a certain number of subpixel anomalies are considered acceptable, and these factors apply to all manufacturers using LCD technology—not just Apple products.

When speaking with customers, please use the following explanation:

Active-matrix LCD technology uses rows and columns of addressable locations (pixels) that render text and images on screen. Each pixel location has three separate subpixels (red, green, and blue) that allow the image to be rendered in full color. Each subpixel has a corresponding transistor responsible for turning the subpixel on or off.

There are typically millions of these subpixels on an LCD display. For example, the LCD panel used in the Apple Cinema HD display is made up of 2.3 million pixels and 6.9 million red, green, and blue subpixels. Occasionally, a transistor does not work perfectly, which may result in the affected subpixel being turned on (bright) or turned off (dark). With the millions of subpixels on a display, it is quite possible to have a low number of faulty transistors on an LCD. Therefore, a certain number of subpixel anomalies are considered acceptable. Rejecting all but perfect LCD panels would significantly increase the retail price for products using LCD displays. These factors apply to all manufacturers using LCD technology—not just Apple products.

No display, or dim display, but computer appears to operate correctly (if dim, display shows startup icon and/or desktop)

  1. Remove any connected peripherals.
  2. Try known-good power outlet, power adapter and power cord.
  3. Press F2 (with the fn key pressed and not pressed) to increase the screen brightness setting.
  4. Reboot the computer—hold down the Control and Command keys and press the Power button, or press and hold the Power button for 5 to 10 seconds to shut down the computer, then press the Power button to restart.
  5. Reset the power manager by pressing the key combination Control-Option-Shift-power. Warning: Make sure you do not hold down the "fn" key when resetting the power manager. Warning: Resetting the power manager means you will also need to reset the date and time (using the Date & Time control panel).
  6. Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until you hear the startup chime at least one additional time after the initial startup chime).
  7. Connect an external display, and check for video on external display.
  8. If video is fine on external display, troubleshoot LCD panel and verify cable connections to inverter and LCD.
  9. If video symptom is same on external display, replace logic board.
  10. Verify LCD panel cable and LVDS cable connections are seated properly and that the cables are not damaged.
  11. Replace LCD panel.
  12. Verify cable connections and check cables around the hinges for damage.
  13. Replace logic board.

Distorted sound from speaker(s)

  1. Verify sound is correct with external speakers/headphones. If sound is correct, replace top case.
  2. Verify speaker cables are inserted correctly, and check cables for damage.
  3. Check balance in System Preferences: Sound: Output.
  4. Compare same sound with two different units to make sure that sound is actually distorted.
  5. In System Preferences, open Sound, select Output, and set the slider bar to either the left or right speaker. Play a sound to tell which speaker is not responding and may need replacement. Based on results, replace either the left or right speaker.
  6. Replace logic board.

No sound from speaker(s)

  1. Reset PRAM (Press the power button, then hold down the Option-Command-P-R keys until you hear the startup chime at least one additional time after the initial startup chime).
  2. Verify that the speaker cables are connected properly to logic board, and check cables for damage.
  3. Use the Software Update control panel to verify that the latest audio update has been installed.
  4. Press the F3 key (with the fn key pressed and not pressed) to verify that mute mode is not enabled.
  5. Press the F4 or F5 key (with the fn key pressed and not pressed) to check the volume setting.
  6. Verify no external speakers or headphones are plugged in.
  7. Shut down computer and restart.
  8. In System Preferences, open Sound, select Output, and set the slider bar to either the left or right speaker. Play a sound to tell which speaker is not responding and may need replacement. Based on results, replace either the left or right speaker.
  9. Replace logic board.

Related article: 58463: iBook: Sound Capabilities

Microsoft Office applications will not open

Under certain circumstances, if a user installs Final Cut Studio 5.1, Microsoft Office applications may no longer launch.

  1. Verify that both Final Cut Studio 5.1 and Microsoft Office are installed, if you have not already done so.
  2. Update pre-binding. See Knowledge Base article 303677, "Intel-based Mac: Microsoft Office doesn't launch" for instructions.

Windows XP will not install correctly

Boot Camp Beta lets you install Windows XP on an Intel-based Mac. However, Windows XP may not install correctly on this computer when an Apple Mighty Mouse is plugged in. Use the computer's built in trackpad until after Windows XP is installed and Windows recognizes the trackpad. See Knowledge Base article 303575, "Boot Camp Beta: MacBook Pro frequently asked questions (FAQ)'.

OD O

Clocking Configuration and Spectrum ui

Clocking Configuration and Spectrum

Macbook Steckt Die Pmu
J2800

Connector to Batteries & Charger

Power Supply

Study the block diagram to understand which I/O ports have a direct connection to the outside world and which ports have an I/O interface controller between the system I/O mapper and the outside world.

For example, let us say you are troubleshooting an AirPort connectivity symptom. Input to the AirPort Extreme Card comes from the MLB. Power and addressing of the card are necessary for it's operation. Microwave data output signal to the antenna is the desired output and this too is necessary for the card's operation. You have three components to check to discover fault with AirPort operation: MLB, AirPort Extreme Card, and antenna.

If installing a known-good AirPort Extreme Card restores operation, you need to focus on the original card. If the known-good card does not restore operation, you need to focus on the MLB or the original antenna.

When you focus on the MLB, from the block diagram, you can see that the MacBook (13-inch) AirPort Extreme Card is on the PCI Express bus. Investigate other devices on the PCI Express bus, such as the Ethernet controller. Determine if the Ethernet port is working. (System Profiler is a good tool to verify I/O.)

If the Ethernet port is working, the MLB is probably functioning; focus on the original AirPort antenna. As an additional test, if you can see both the known-good AirPort Extreme Card and original AirPort Extreme Card in System Profiler, suspect the antenna.

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Responses

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