| 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. |
