Troubleshooting Steps

You perform the first few steps of troubleshooting regardless of whether there is a repairable problem or damage.

_ Gather Information

Gather

/nfortoatîonf Gather the normal information about the problem. (If you are not familiar with the normal information to gather, or any of the other steps, see General Troubleshooting Theory.)

Verify the Problem probleWJ Verify that the symptom exists as the customer reports it.

Try Quick Fixes

Special quick fixes that apply to this computer include:

  • Familiarize yourself with normal operating temperature (see Knowledge Base document 30612)
  • Use firm pressure to seat memory (see Knowledge Base document 303721)
  • Reset the power manager (See Knowledge Base document 303319).

For more details, see the Symptom Charts section.

Apple Service Diagnostic

lun Diagnostics

I |The following diagnostic tools are available for this product:

Apple Hardware Test • Apple Service Diagnostic

See Knowledge Base document 112125, "Service Diagnostic Matrix", to download the appropriate disc image.

^^ . Try Systematic Fault Isolation

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1 There are no special systematic fault isolation techniques for this product.

[Research

Repair]

I Research

If you have not located the trouble following the steps thus far, try researching the symptoms. Research resources include:

  • Symptom Charts section of this manual
  • GSX gsx.apple.com

Enter serial number and click Coverage Check

• Service Source service.info.apple.com

Check Quick Links and/or Technical Resources

Check options under appropriate Product Service pop-up menu

• Product support page service.info.apple.com

Choose MacBook Support Page from the appropriate Product Service pop-up menu

  • Knowledge Base search.info.apple.com keyword kmb
  • Self-paced service training service.info.apple.com

Choose Service Training from the Product Service pop-up menu

Escalate

Follow the practices and policies of your business or agency.

Repair or Replace

Once you locate the trouble you will most likely need to repair the unit, or mail it in to an AppleCare Repair Center, depending on the service strategy in your region. Be sure to include the CompTIA code, the troubleshooting steps you performed, and the results in the Service Instructions section of GCRM and/or GSX.

If the symptoms point to a component on the logic board, use the block diagram at the end of this chapter to help determine whether you need to replace the entire logic board.

Also be aware of the following parts that customers may replace themselves (known as Do-It-Yourself parts):

  • Hard drive
  • AC adapter

Note: For the current list of Do-It-Yourself parts, see the product support website.

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Verify the Repair

RCi'Sil' llo verify the repair:

  1. Try to recreate the original symptoms. You should not be able to. (If you can, return to the beginning of the troubleshooting flowchart.)
  2. Perform the preventive maintenance tasks for this product.

For this computer this includes only cleaning the display and case.

J Inform the User

  • nfomv>
  • Jf^if I Include in the case notes all that you have done. The customer may like a copy of any diagnostic i reports.

Important: For any unit you send on to a repair center, include the CompTIA code, symptoms, steps to reproduce, and troubleshooting steps you have completed thus far in the Service Instructions section of GCRM and/or GSX. (Service Instructions are also known as FAI notes.)

Complete Administrative Tasks

There are no particular administrative tasks for this product, other than those required by the internal policies of your business or agency.

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