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Troubleshooting Introduction Course Overview Troubleshooting Tools Troubleshooting Procedures Learning Resources Contact Us Printer Friendly

OS X Lion: Troubleshooting Tools & Procedures


Introduction

This course covers tools and procedures used to troubleshoot OS X Lion.

Course Objectives
Identify the correct Apple troubleshooting tool or technique to use with a given symptom Demonstrate how to use troubleshooting tools and techniques

Audience

Prerequisites

Time Required

You will need

Technicians who wish to troubleshoot and service Mac computers

All 8 OS X Lion service training courses.

60 minutes

OS X Lion (10.7 Mac computer, Pri and Internet conne

Activity Monitor

What is Activity Monitor?

Monitor the activity of your computer's processor and disk, its memory, and its network activity, with th utility. CPU - how 'busy' the processors are System Memory - how much data is being written to and read from RAM Disk Activity - how much data is being written to and read from the disk Disk Usage - How much data resides on the disk, and how much is free space

Network - how much data is being written to and read from the network interfaces, such as Ethernet AirPort

When should I use it?


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System is sluggish An application is not responding Network is slow Runaway fans

How do I use it?


1. Go to Applications > Utilities. 2. Launch Activity Monitor.

3. Choose a type of process from the Show pop-up menu in the toolbar of the Activity Monitor windo (Or you can type part of a process name in the Filter field.)

4. Select a process in the window, and then click Inspect to see more information.

Network Utility

What is Network Utility?

Network Utility provides a wide range of information about your network and offers tools to help you troubleshoot it. The utility includes an interface for common functions used at the command line suc ping, netstat, traceroute, finger, and port scan and the information is written out to a text field, mak easy to copy into email, bug reports, or other analysis tools.

When should I use it?


When checking network connections To look up user or domain information Test whether you can contact another computer Test your DNS server

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Trace network traffic paths To view network routing tables or statistics

How do I use it?


1. Go to Applications > Utilities. 2. Launch Network Utility.. 3. Select a network interface for information.

4. Click that information or test tab you wish to use.

Apple Hardware Test

What is Apple Hardware Test?

Apple Hardware Test (AHT) contains a suite of diagnostics that will test the hardware of your computer. great way to rule out a hardware issue when troubleshooting your computer.

For Mac computers that shipped with OS X Lion: AHT can be found on the hard drive. In case the hard drive is not accessible or does not contain AHT Mac will startup to an Internet-based version of AHT.

For all other Mac computers: AHT can be found on Mac OS X Install Disc 1 (included with your computer). For MacBook Air Late 20 users, AHT can be found on the USB Software Reinstall Drive.

When should I use it?


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Verify that there are no problems with computer hardware

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Verify that there are no problems with computer hardware Isolate an issue to hardware or software

How do I use it? (Mac Computers that did not ship with OS X Lion)
1. Press the power button to turn on your computer.

2. Insert the appropriate Mac OS X disc into the optical disc drive or Software Reinstall Drive into a US (MacBook Air Late 2010). 3. Press and hold the D key. 4. When the Apple Hardware Test chooser screen appears, select your language. 5. Press the Return key or click the right arrow. 6. When the Apple Hardware Test main screen appears, follow the onscreen instructions.

How do I use it? (Mac Computers that shipped with OS X Lion)


1. Press the power button to turn on your computer. 2. Press and hold the D key before the gray startup screen appears.

3. If the hard drive is not accessible or does not contain AHT, the Mac will run AHT from Lion Internet Recovery. An Internet-enabled connection via Ethernet or Wi-Fi is required to use this feature.

4. It takes a minute or so for Apple Hardware Test to start up and inspect your hardware configuration this is taking place, an icon appears on the screen:

5. When the startup process is complete, select your language and click the right arrow. 6. When the Apple Hardware Test console appears, follow the onscreen instructions.

Recovery HD

What is Recovery HD?

A special and hidden bootable partition on your computer's hard drive. It includes Lion recovery tools th allow you to reinstall Lion, repair your disk, and even restore from a Time Machine backup.

Note: Lion recovery can also be found on the OS X Lion USB thumb drive. Users may also create Lion rec on an external hard drive or USB thumb drive using the Recovery Disk Assistant (see next topic in this c

When should I use it?


When you have a backup of your system that you want to restore

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When you have a backup of your system that you want to restore Set up and install a new copy of Lion Use Safari to browse the Apple Support website when your computer is problematic Check, repair or erase your hard drive Set a firmware password

How do I use it?


1. Turn the computer on. 2. Hold down Command-R during startup to boot into the Recovery HD.

Note: If you have a firmware password enabled on your Mac, you must successfully enter that pass before you can boot to the Recovery HD.

For External Disks: Hold down the Option key during startup and select the correct disk containin Recovery 3. Select the tool you wish to use from the "Mac OS X Utilities" application window.

AirPort Utility

What is Airport Utility?

The AirPort Utility configures Apple wireless devices such as the AirPort Express, AirPort Extreme, and T Capsule.

The utility walks you through the setup process by asking a series of questions to determine how the d Internet connection and other interfaces should be set up.

When should I use it?


Verify that the computer can connect to a known-good Wi-Fi network Inability to join a Wi-Fi network

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Sluggish connection or download speeds on a Wi-Fi network

How do I use it?


1. Go to Applications > Utilities PC Users: Install from CD, then Start > All Programs > Airport 2. Follow onscreen instructions.

3. The utility will ask for relevant information, sets up encryption and security, and configures your computer to access your new network.

Bluetooth File Exchange

What is Bluetooth File Exchange?

Bluetooth File Exchange makes it easy to share files between your Mac and Bluetooth-enabled devices. automatically discovers Bluetooth devices in range of your Mac and pairs them. This is perfect for trans digital photos to your Mac or taking files with you wherever you go.

When should I use it?


Investigate the absence of Bluetooth on a Mac Bluetooth device compatibility View devices available for pairing Pairing security

How do I use it?


1. Go to Applications > Utilities. 2. Launch Bluetooth File Exchange. 3. Select the file to send.

4. Click Search in the Send Files dialog to find the Bluetooth-enabled devices in range, select the nam the device you want to send files to in the list, then click Send.

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the device you want to send files to in the list, then click Send.

5. If you need to enter a passkey, enter it and click Respond. You may need to enter the same passkey the other Bluetooth device. You may also need to click Accept on the Bluetooth device, depending h is set up. Note: If there are no devices available, make sure they are in "discoverable" mode. To make your computer discoverable, select Discoverable in the Settings tab of the Bluetooth preferences pane.

Console

What is Console?

OS X Lion records a wealth of diagnostic information about virtually every application on the system, fro routine status messages to detailed errors and warnings. The Console utility allows you to monitor all o logs from a central location, which is essential when you are trying to track down a problem.

When should I use it?


When you need additional or detailed information on an error To view technical information that might assist you with an issue Uncover messages not normally shown to a user

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How do I use it?


1. Go to Applications > Utilities. 2. Launch Console. 3. Select (or search for) the messages, reports or logs you wish to view.

Disk Utility

What is Disk Utility?

Disk Utility is a powerful application for viewing, managing, and troubleshooting the disks connected to Mac, including internal and external hard drives, disk images, CDs, and DVDs. With Disk Utility, you can the integrity of a disk, repair it, securely erase it, and partition a hard drive. You can also create secure images for storing important files using AES 128- or 256-bit encryption.

When should I use it?


Verify and repair file permissions Verify and repair hard disk Create RAID sets Create and burn disc images Determine drive capacity and available storage space Erase disks Erase free space on disks Mount a disk Create or resize drive partitions View S.M.A.R.T. (Self-Monitoring Analysis and Reporting Technology) status, if supported (Impending drive failure user warning)

How do I use it?


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1. Go to Applications > Utilities.

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1. Go to Applications > Utilities. 2. Launch Disk Utility. 3. Select the function you wish to perform.

Protect a Disk with a Password

You can protect an external disk or thumb drive with a password, so when you connect the disk to your computer, you must enter the password before you can access its files.

Note: To protect the disk, you must erase it first. If the disk has any files you want to save, be sure to c them to another disk.

1. Open Disk Utility (Utilities > Disk Utility). 2. Connect the disk to your computer. 3. Select the disk and click Erase. 4. Choose Mac OS Extended (Journaled, Encrypted) from the Format pop-up menu. 5. Type a name for the disk.

6. If you want to prevent the erased files from being recovered, click Security Options, use the slider t choose how many times to write over the erased data, and click OK. 7. Click Erase. 8. Enter a password when prompted.

Keychain Access

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What is Keychain Access?

Keychain Access can securely store all of your passwords for websites, servers, networks, applications, more. This allows you to use a single login password to unlock your keychain and automatically log in. Keychain Access also allows you to view and manage digital certificates, network tickets as well as store that contain important information.

When should I use it?


When saved items in a keychain doesn't work Problems with digital certificates

How do I use it?


1. Go to Applications > Utilities. 2. Launch Keychain Access. 3. Select the Keychains, Categories and item you wish to view.

4. Choose the Keychain Access menu to select Keychain First Aid, Certificate Assistant or Ticket Viewe

Note: Keychain First Aid cannot reset a forgotten password. Instead, a new keychain should be crea

Network Diagnostics

What is Network Diagnostics?

Network Diagnostics is a powerful tool for diagnosing connection issues. The following network connec types are supported:

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types are supported: Ethernet Wi-Fi connections External modem

Network Diagnostics cannot diagnose Bluetooth or FireWire connections, nor can it diagn router or base station issues (such as AirPort base stations and Time Capsules).

When should I use it?


When having difficulty establishing a Ethernet, Wi-Fi or External modem connection

How do I use it?


1. Choose Apple menu > System Preferences, and then click Network. 2. Click Assist me.

3. Choose the network port you would like to use.

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4. Follow onscreen instructions.

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