lion troubleshooting.pdf
TRANSCRIPT
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OS X Lion: Troubleshooting Tools & ProceduresIntroduction
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 symptomDemonstrate how to use troubleshooting tools and techniques
Activity Monitor
What is Activity Monitor?
Monitor the activity of your computer's processor and disk, its memory, and its network activity
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 asAirPort
When should I use it?
Audience
Technicians who wish totroubleshoot and service
Mac computers
Prerequisites
All 8 OS X Lion service
training courses.
Time Required
60 minutes
You wi
OS X Li
Mac comand Intern
Troubleshooting
Introduction
Course Overview
Troubleshooting Tools
Troubleshooting Procedures
Learning Resources
Contact Us
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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 Monito
(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 hel
troubleshoot it. The utility includes an interface for common functions used at the command li
ping, netstat, traceroute, finger, and port scan and the information is written out to a text fie
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 co
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 conMac 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 Aiusers, 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
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 i
(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
Recovery. An Internet-enabled connection via Ethernet or Wi-Fi is required to use this feat
4. It takes a minute or so for Apple Hardware Test to start up and inspect your hardware confi
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 recover
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 createon an external hard drive or USB thumb drive using the Recovery Disk Assistant (see next topic
When should I use it?
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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 t
before you can boot to the Recovery HD.
For External Disks: Hold down the Option key during startup and select the correct disk c
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 Extrem
Capsule.
The utility walks you through the setup process by asking a series of questions to determine ho
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 configure
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
automatically discovers Bluetooth devices in range of your Mac and pairs them. This is perfect f
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 device you want to send files to in the list, then click Send.
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5. If you need to enter a passkey, enter it and click Respond. You may need to enter the same
the other Bluetooth device. You may also need to click Accept on the Bluetooth device, dep
is set up.
Note: If there are no devices available, make sure they are in "discoverable" mode. To make
computer discoverable, select Discoverable in the Settings tab of the Bluetooth preferences
Console
What is Console?
OS X Lion records a wealth of diagnostic information about virtually every application on the sy
routine status messages to detailed errors and warnings. The Console utility allows you to mon
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 conn
Mac, including internal and external hard drives, disk images, CDs, and DVDs. With Disk Utility,
the integrity of a disk, repair it, securely erase it, and partition a hard drive. You can also create
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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. o to pp cat ons > t t es.
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
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 s
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
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, appli
more. This allows you to use a single login password to unlock your keychain and automatically
Keychain Access also allows you to view and manage digital certificates, network tickets as well
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 Tick
Note: Keychain First Aid cannot reset a forgotten password. Instead, a new keychain shoul
Network Diagnostics
What is Network Diagnostics?
Network Diagnostics is a powerful tool for diagnosing connection issues. The following networ
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Ethernet
Wi-Fi connections
External modem
Network Diagnostics cannot diagnose Bluetooth or FireWire connections, nor can
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.