I'm sure it's happened to you. You've been using some application (probably Microsoft Weird or PowerPointless) and the spinning colorful beach ball appears. Usually it just goes away, so you wait, and wait, and wait. It doesn't go away. Maybe you've seen this message several times in one day:
The application Word has unexpectedly quit.
If so, don't dispair! Very likely your Mac isn't broken, it's just got confused somewhere, and there are steps you can take to set it straight. The following is a list of common diagnostic procedures. Not all of them are for the faint-at-heart, but start with Level 5 and keep trying as long as you feel comfortable. When you get to a point where you really don't know what's going on and/or you're afraid you Screwed Up Big Time™, it might be time to hire a professional.
Disclaimer, Disclaimer, Disclaimer: Trying to fix your own computer has been known in a small percentage of cases to cause more problems than it solves. By reading this, you agree that, if you choose to follow this advice, you do so AT YOUR OWN RISK. DeArmond.Net, Up and Running, and Shawn DeArmond give the following pointers FREELY, AS IS, with NO WARRANTY and assume no responsibility for any problems or damages that may occur before, during, or after you attempt any of the following procedures.
Common Mac OS X complaints that apply to the following diagnostics:
- The application keeps quitting on its own.
- The application will not open a properly formatted document.
- I can move the mouse, but the application(s) don't respond.
- All I get is that spinning color-wheel no matter where I click.
- Moving the mouse does not move the arrow. (Unplug and then re-plug cables for both mouse and keyboard)
- The computer starts up, but only gets so far.
- You frequently get a grey screen telling you, in a variety of languages, that you need to restart your computer.
Complaints that do not apply:
- The computer does not power up. (Check the cables)
- "Server not found" errors.
- Incorrect password or authentication.
- I can't find that file I was just working on.
- The sound isn't on.
- An external device is not functioning correctly.
After completing each numbered diagnostic within the Level, test to see if your problem is resolved. Level 5 Diagnostics
- Quit (or Force-Quit) malfunctioning application
- Quit (or Force-Quit) ALL running applications
- Restart your Macintosh (you may have to use the hard-restart or power button)
- Trash the preference file for malfunctioning application (With or without a Restart)
- Run "Software Update", also install application update(s) (With or without a Restart)
Level 4 Diagnostics
- Reset PRAM
- Restart holding down the keys: "option/alt" + "command/apple" + "P" + "R"
Continue holding as the computer automatically reboots - Allow the Macintosh to chime four times, then release the keys
- Allow the computer to boot up
- Restart holding down the keys: "option/alt" + "command/apple" + "P" + "R"
- Reset NVRAM and PRAM
- Restart holding down the keys: "option/alt" + "command/apple" + "O" + "F"
- At the white screen, release the keys
- Type in the following commands:
reset-nvram (Hit "return" key. It should respond "ok")
reset-all (Hit "return" key. It should respond "ok" and immediately restart) - Immediately hold down the keys: "option/alt" + "command/apple" + "P" + "R"
Continue holding as the computer automatically reboots - Allow the Macintosh to chime four times, then release the keys
Level 3 Diagnostics
- Repair Disk
- Restart (holding down "C" key) with the OS X Installer or Restore CD
(match the OS version 10.1, 10.2, 10.3, or 10.4) - Do not perform an OS X Installation!
- From Installation (or Tools) menu, select Disk Utility
- Select the malfunctioning volume from the list, not the drive itself
- Select "First Aid" procedures
- Perform a "Repair Volume"
- Repeat if everything is not "OK".
- If you get errors every time you repair the volume, no matter how many times you try, skip to Level 4 Diagnostics. Do not perform "Repair Permissions".
- Restart (holding down "C" key) with the OS X Installer or Restore CD
- Repair Permissions
- Reboot the computer to your boot drive.
(If the computer does not get that far, repeat Diagnostic 3.1 and then immediately perform Repair Permissions without rebooting) - If back to your own boot drive, open Disk Utility (/Applications/Utilities)
- Select the malfunctioning volume, not the drive itself
- Select the "First Aid" tab
- Perform a "Repair Permissions"
- Quit Disk Utilities
- Quit Installer (if using OS X Installer or Restore CD)
- Restart to your standard boot-drive
- Reboot the computer to your boot drive.
Level 2 Diagnostics
- Perform 3rd-Party Utilities
- Reboot to a Software Utility CD for disk (D) and/or hardware (H) repair
- TechTool Deluxe (H, d) (Shipped with your AppleCare plan)
- TechTool Pro (H, D) (v4.1.1 useful for Tiger and earlier)
- Drive Genius (D)
- DiskWarrior (D) (Unfamiliar to Shawn)
- Perform diagnostics according to application's instructions
- Restart to your standard boot-drive
- Reboot to a Software Utility CD for disk (D) and/or hardware (H) repair
- Uninstall, then Reinstall the malfunctioning application.
Install updates too!
Level 1 Diagnostic
- Archive and Install
- Recommended Step:
- Back up important files, such as the /Users folder
- Restart (holding down "C" key) with the OS X Installer or Restore CD
(match the OS version to at least one decimal point) - Continue with OS Installation/Restore.
- In the "Options" dialog, select "Archive and Install"
- Restart to your standard boot-drive.
- Perform "Software Update" from the Apple Menu or System Preferences.
(Restart and repeat until no more updates are listed) - Reinstall necessary applications, if they are no longer on the drive
- You will need to reinstall AntiVirus software, and possibly some other applications if they give you trouble.
- Recommended Step:
- Zero your Hard Drive and Install
(This step is pretty hardcore, don't do this unless you have exhausted ALL options and bugged all your techie friends.)- REQUIRED STEP: Back up important files, such as the entire /Users folder
- Applications can be reinstalled, so it's less important to back those up.
- From Installation menu, select Disk Utilities
- Select the malfunctioning drive from the list (or volume if the drive is partitioned)
- Select "Erase Disk" procedures
(You DID back up all your data, right?) - Recommended Step:
- Under "Options" select "Zero All Data"
(Are you SURE you backed up all your data? You didn't just grab your "Documents" folder, did you?)
- Under "Options" select "Zero All Data"
- Name the drive/volume
- Erase the drive/volume (If you Zeroed all data, this step will take Forever®)
(Woe is you who failed to back up your data.) - Quit Disk Utility
- Continue with OS Installation/Restore.
- Restart to your standard boot-drive
- Proceed with initial setup screens.
- Perform "Software Update" from the Apple Menu or System Preferences
(Restart and repeat until no more updates are listed) - Reinstall all your applications,
- Reload files from backup.
- REQUIRED STEP: Back up important files, such as the entire /Users folder
I should add that this list is by no means the be-all and end-all of computer repair. However, I have found that a large percentage of computer problems can be solved by knowing just a handful of useful procedures. I estimate that 80% of all computer problems that I get asked to fix can be solved by one of the Level 5 Diagnostics. I hope you find this helpful, and next time you ask me to fix a problem, I'm going to ask you what steps you've taken so far.