» Set Up the Connection
» General Tips
» Preventative Maintenance
» Troubleshooting Procedures
» Ways to Avoid Application Problems
» General Application problems
» Document Problems
» Startup Problems
» Crashes or Freezes
» Startup Controls
» Ways to Avoid SCSI Problems
» How to Mount a Disk That Will Not Mount
» Warning Signs of Low Memory Situations
» Ways to Free Up Memory
» Using Norton Utilities
» Creating a Startup Disk for your Macintosh
» Using Disk Doctor
» How To Start Toubleshooting
» What Causes a Crash - A Program to No Longer Run - Unexpectedly Quit?
» Systematic Troubleshooting Procedures Before Panic
Set Up the Connection
- Click on Apple Menu > Internet Access > Internet Setup Assistant
- The Internet Setup Assistant appears.
- It will ask you, "Would you like to set up your iMac to use the Internet?"
- Next it asks, "Do you already have an internet account?"
- The next screen that pops up is the Introduction
- It will ask you, "What would you like to name this configuration?"
- For the section, "How will you be connecting to the Internet?"
- Make sure there is a dot next to Modem
- Click the right arrow
- Then comes the Modem Settings screen
- Leave default settings for Modem and Port settings
- Select whether your phone line uses Tone or Pulse dialing
- You may leave "Ignore dial tone?" blank
- Next is Configuration Information
- Enter the number from user sheet as the dial-up number
- Type your Username and Password in the provided boxes
- PPP Connect Scripts is the next screen that appears
- Under, "Does your ISP require that you use a PPP Connect Script when you log in?"
- Make sure No is checked
- Click the right arrow
- Next comesIP Address. Make sure there is a check next to No
- Next is Domain Name Servers
- The first box is the
- primary DNS
- Type: 4.18.148.2.
- Click Return on your keyboard
- For secondary DNS
- You may leave the Domain Name box blank
- Click the right arrow
- Then comes E-mail Address and Password
- Type (username)@cmsinter.net and your provided password
- Click the right arrow
- Next is E-mail Account and Host Computer
- Leave the e-mail address blank until you have signed up for your account
- In the e-mail host type mail.cmsinter.net
- Click the right arrow
- Newsgroup Host Computer is next
- Type news.cmsinter.net
- Click the right arrow
- Proxies is the next screen
- Make sure there is a check next to No
- The final screen comes up, Conclusion
- You may leave the check in the box next to Connect when finished.
- Click Go Ahead
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General Tips
- Don't shut off the computer without using the Shutdown command.
- Don't connect or disconnect any equipment while the computer is on.
- Don't vacuum the inside of a Mac; static electricity is enhanced while using a vacuum.
- Don't block the cooling vents on your computer equipment.
- When the computer is not going to be used for several days or longer unplug it from
the wall so an electrical storm will not zap it.
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Preventative Maintenance
- Rebuild your Desktop every two weeks. Press and hold the Command and Option keys down while your Mac boots until you see a dialogue asking you to rebuild the desktop. Rebuild immediately if one of the following situations are present:
- If icons lose their looks and turn to generic icons like this one JPEG of a generic doc icon
- If documents have the wrong icon
- If double-clicking an icon results in a dialog that says The document can't be opened because the application that created it can't be found AND you know the application is on the hard drive.
- If your desktop is taking longer and longer to appear.
- Run a utility like Norton Utilities every two weeks!
- Run the disk doctor part of Norton to check for corrupted files.
- Run the speed disk part of Norton once a month to defragment the hard drive.
- Check for viruses every week.
- Backup important files every day if necessary.
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Troubleshooting Procedures
- Start up without extensions and see if the problem persists. Hold down the Shift key while the Mac starts up until you see Extensions off.
- Rebuild the Desktop. Hold down the Command + Option keys while the Mac starts up until you see Are you sure you want to rebuild the desktop file . . .
- Check for Viruses.
- Run Disk First Aid.
- Run disk diagnostic software like Norton Utilities.
- Zap the PRAM. Hold down the Command, Option, P + R keys while the Mac starts up (you hold these keys until the Mac makes another startup sound). Zap the PRAM in the following situations:
- The time and date don't remain set or consistent.
- Basic control panel settings are not remembered between shutdowns.
- The Mac seems to forget what printer you selected in the Chooser.
- Your communications software can't find the modem.
- Random weirdness.
- Reinstall the System.
- Backup the drive and reformat it.
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Ways to Avoid Application Problems
- Use the Installer to install the application. Do not drag copy applications from their disks.
- Disable all extensions by starting up the Mac with the shift key down until you see Extensions off BEFORE you install the application. If you are installing from a CD-ROM drive you cannot disable extensions. You must go to the Extensions Manager control panel to disable everything except the CD.
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General Application Problems
- When a program unexpectedly quits you will get the following dialog: The application "word" has unexpectedly quit. Try the following fixes:
- Allocate more memory to the application. Click on the application icon and choose get info from the File menu. Set the preferred size field larger.
- Try running the application without extensions. If it works, there is an extension that is conflicting with the application.
- Trash the application's Prefs or Settings file. It is usually located in the Preferences folder inside the System folder.
- If all else fails, try reinstalling the application (with extensions off!).
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Document Problems
- If a document will not open by double-clicking it try the following:
- Open the application that created it then try to open the document from the Open command in the File menu.
- Try to open it within another similar application.
- Click once on the document. Use the Duplicate command from the File menu in the Finder and then try to open the duplicate that was created.
- Rebuild the Desktop
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Startup Problems
- If the desktop takes a long time to show up, it is time to rebuild your desktop. Hold down the Command + Option keys while you restart the Mac. Continue to hold down the keys until you see a dialog asking you if you want to rebuild the desktop.
- If the Happy Mac icon blinks or shows up then disappears or reverts to the question mark, it is usually time to reinstall your system software.
- If you get a Sad Mac sign at startup and the Chimes of Dome try the following:
- Start from a another startup disk. If you are successful, reinstall the system on the original startup disk.
- If memory was installed recently you may need to firmly reseat them.
- Sad Mac Codes
- If you get the message This disk is damaged: Do you want to initialize it? do not choose to initialize it. Run Norton Disk Doctor or Disk Tools to see if they will correct the problem.
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Crashes or Freezes
- A message that states Sorry, a system error has occurred is a system crash. There is nothing you can do to save the data out of a program; you must simply restart the Mac. Try all of the standard troubleshooting techniques like rebuilding the desktop, starting up without extensions and so on.
- You can get out of some freezes by pressing the Command, Option and Escape keys. You will get a dialog asking you if you want to Force the application to quit, click on the Force Quit button. You will not be able to save data in the current application. At that point save anything you are currently working on in another application. Then restart.
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Startup Controls
- To rebuild the Desktop - Hold down the Command + Option keys while you restart the Mac. Continue to hold down the keys until you see a dialog asking you if you want to rebuild the desktop.
- To prevent extensions from loading during startup - Hold down the Shift key while you restart the Mac. Continue to hold down the key until you see a message stating Extensions off.
- To ignore the internal hard drive at startup and boot from another drive - Hold down the Command, Option, Shift and Delete keys while you restart the Mac.
- To prevent the startup items from loading at startup - Hold down the Shift key after the extensions have loaded.
- To zap the Parameter RAM - Hold down the Command, Option, P + R keys while you restart the Mac. Continue to hold the keys down until you hear a second startup sound.
- To prevent windows from opening at startup - Hold down the Option key while the Mac starts up
- To eject a floppy disk at startup - Hold down the mouse button while the Mac starts up
- To bootup from the CD-ROM - Hold down the C key while the Mac starts up
- Startup without Finder windows open. - Hold down the Option key
- Boot from a specific SCSI ID number. - Hold down the Command, Option, Shift, Delete, "#" Keys (The "#" key represents a particular SCSI ID number.)
- Boot with Virtual Memory OFF. - Hold down the Command key
- Trigger Apple's Extension Manager at boot-up. - Hold down the Space Bar key
- Force Quadra AV machines to use TV as a monitor. - Hold down the Command, Option, T, V keys
- Force PowerBooks to reset the screen. - Hold down the R key
- Force an AV monitor to be recognized as one. - Hold down the Command, Option, A, V keys
- To disable RAM Doubler at startup. - Hold down the ~ (Tilde) or Escape key
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Ways to Avoid SCSI Problems
- Use good cables.
- Keep cables as short as possible.
- Fasten all connectors securely.
- Provide proper termination.
- Keep all devices on the chain turned on.
- Make sure all your devices have different SCSI IDs.
- Do not turn on or connect a SCSI device if your Mac is already running.
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How to Mount a Disk That Will Not Mount
- Shutdown and restart.
- Check the SCSI cables and connections.
- Check the SCSI termination.
- Check for duplicate SCSI IDs.
- Rebuild the Desktop.
- Use Disk First Aid.
- Use a program like Norton Utilities.
- Make sure you have the correct extension for mounting the removable media.
- Zap the PRAM.
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Warning Signs of Low Memory Situations
- Applications unexpectedly quit.
- The Finder warns you to close some windows.
- You can't save a document.
- Documents print slowly.
- Documents won't print at all.
- The Mac is scaling fonts even though you have TrueType fonts installed.
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Ways to Free Up Memory
- Don't use RAM disk. Turn this off in the Memory control panel.
- Turn the Disk Cache down. Change this setting in the Memory control panel. As a rule, use 32K of cache for each megabyte of physical memory in your Mac up to a maximum of 256k.
- Turn off AppleTalk. Turn this off in the Chooser; or for newer Macs you can turn this off in the AppleTalk control panel.
- Run fewer applications at a time.
- Give each application a smaller allocation. Click on the application's icon once and choose Get Info from the file menu. Set the Preferred size to a smaller number.
- Use fewer extensions and control panels.
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Using Norton Utilities
- Norton Disk Doctor - Repairs disks.
- Volume Recover - Restores accidentally initialized (not formatted) hard disks or badly damaged disks.
- UnErase - Recovers files that have been thrown away or do not appear due to a damaged disk.
- Speed Disk - Optimizes files on your hard drive.
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Creating a Startup Disk for your Macintosh
- You must have the following disks: Norton disks and the Disk Tools disk that came with your computer.
- Double-click the Startup disk Builder application in the Norton Utilities folder.
- Choose the Norton Disk Doctor/UnErase option.
- Click OK. Follow the instructions.
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Using Disk Doctor
- Click on the Disk Doctor button from within Norton Utilities.
- Choose the disk you want to repair.
- If the disk does not show in the list choose Show Missing Disks from the Disks menu.
- Have it repair anything that it can.
- If it cannot repair something restart the Mac and try it again.
- If it cannot repair something try Disk Tools or the Apple HD Setup.
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How To Start Toubleshooting
When you are having trouble it is necessary to have the following information to aid in solving the problem:
- Which version of system software is being used
- Program being run (include version number)
- Other Applications open at the time
- List all Extensions, Control Panels
- What were you doing EXACTLY when the problem occurred
- What was the result (freeze, reboot, crash, error message, etc.)
- What you tried to do to get out of it and with what results
- Did you have to reboot?
- Did things work okay after reboot
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What Causes a Crash - A Program to No Longer Run - Unexpectedly Quit?
-
Corrupted System Software from a previous crash or incompatible add-on
Although this sounds like a round-robin, and in fact is,
the plain truth is that any system crash could corrupt your application or System Software to
some degree which, if not corrected, will continue to haunt you until the problem is determined
and corrected.
-
The solution is to reinstall System Software and, as a matter of good habit, the application.
It is usually wise to err on the side or precaution than not - and good practice to keep your copy of
System Software nearby so that you can reinstall after any serious crash. An incompatible extension or
Control Panel after being run, even if removed, may leave "bits and pieces" of itself behind.
Reinstalling System Software will correct this problem as well.
-
System and Application Version Incompatibility. Not all versions of System Software and
application software are compatible. Most applications that you purchase will clearly indicate what
version of System Software is required to permit the program to run correctly.
If you are using an older version of System Software, you may have problems.
If you are running current System Software, but using an old version of application software
you may run into problems.
-
Occasionally, when System Software is updated, some previously functioning applications may
fail to run, crash, or fail to perform reliably. This is a compatibility problem,
you have only two alternatives: first, revert to an older version of System Software under which
the application ran well; and/or get in touch with the software vendor and notify him of the problems,
and inquire about the availability of a "patch" or upgrade.
-
Out of Memory condition - real or "imagined". Some programs are "memory hogs":
You may discover that you have simply not enough memory to open, or to run the application with
all features working correctly. Some programs will fail to open at all; others will open and run
for a while until you try to do a cut and paste, edit, print, sort, etc., operations which require
additional memory. Your available options are to close another application to permit you to use the
one that is crashing and/or obtain more memory.
-
In some instances, the "out of memory" condition is not real.
This situation may exist when a program requires that you have a certain amount of "contiguous"
memory available. While you may show that you have 1MB available, and the program only needs 267K,
you may not have 267K of memory all in one chunk. Close the other applications you have open,
then launch the program you had problems with.
-
Occasionally a complete system restart will be necessary.
In some situations, your application may not have enough memory allocated to it to permit it to
run correctly: This includes your finder. Select the application by single-clicking on it.
Do a "Get Info" from the Menu Bar (or Command-I). If you do not have as much memory allocated
as is recommended, increase to the recommended amount. If you have the correct allocation,
try doubling it to see if that helps.
-
Extension or Control Panel Compatibility Problem. Some add on software, such as Extensions,
CDevs, and DAs may not have been written to permit them to be compatible with some versions
of System Software. This is a situation that you can usually identify fairly quickly.
Usually crashes and problems develop shortly after you install some new add on software or
after you install new version of System Software. Your only recourse is to remove the offending
add on software and pursue a long-term solution with the software vendor or author.
-
Desktop Manager "Confusion". The most telling clue to this problem is when you try to open an
application by double-clicking on one of its documents, or in trying to print one of its documents
from the desktop, you recieve a message that tells you the "application is busy or missing."
If this is the case, either your application IS busy (for instance, you are trying to run a single
user program on a network when someone else is already running it); it is missing (it is corrupt or
you've trashed it inadvertantly); or the desktop manager is unable to locate the application.
-
First, check and make sure the application really is on your drive.
Next, launch the application and make sure that it is not corrupted.
If the application is not being used by anyone else, it is on your drive, and it does work,
then restart your computer while holding down the Option and Command keys.
A dialog box will appear informing you that rebuilding your desktop will take a few minutes,
and given the option to continue or abort. Click OK (you can stop holding down the two keys at
this point). Your desktop will be rebuilt and you should be able to continue without any problems.
It is usually prudent to update desktop periodically.
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Systematic Troubleshooting Procedures Before Panic
- If your problems started after installing new Extensions or Control Panels, remove them to determine if they are incompatible.
- If your problems started after installing new System Software, check with software vendor to determine if there is a compatibility problem.
- If your problems started after installing new application software, try running from the floppy to make sure the software is in good working order; check documentation to determine that you are using system software with which it is compatible; check with software vendor to determine if there is a compatibility problem or known bug.
- Try quitting other applications.
- Try launching the problem application first.
- Make sure that the application you are trying to run has not been deleted or damaged. Delete the copy on drive and reinstall.
- Check memory allocation and increase if necessary.
- Replace system software. Use the installer on your original system software diskettes or CD ROM.
- Rebuild your desktop.
- Create a folder within your system folder and call it "Suspects".
- Put all your inits, cdev's, startup and control panel programs in that folder and restart your system.
- If your crashes or unreliable operation problems disappear, you can be fairly confident that one of the "suspects" was causative.
- Replace the "suspects" to your system folder level ONE AT A TIME, (rebooting your system after each time) and run your system for a day or two or longer to make sure the problem doesn't come back.
- Now replace another of the suspects until you begin to have crashes again.
- Once you start to crash, you can be fairly certain that the last reinstated add-on program is the culprit.
- Get rid of it.
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