TITLE
    System 7.5.x Troubleshooting (2/97)
Article ID:
Created:
Modified: 		20935
2/7/97
2/7/97
TOPIC


    This article provides troubleshooting tips to help solve problems with System 7.5 Update 2.0 and a Mac OS-based computer.

DISCUSSION


    Print this document This document contains troubleshooting information that you may need when the computer is not turned on. For reference, keep a printed copy of this document near your computer. To print this document, open the File menu and choose Print.


    Contents
    --------
    This document provides information about what to do if your computer freezes:

    when the "happy Macintosh" icon appears during startup
    while system software extensions are being loaded during startup
    after startup as the Finder is being started
    while the computer is turned on but not being used (idle)
    when starting, using, or quitting an application program
    when printing from an application program


    Before You Read This Document
    -----------------------------
    It is a good idea to try to pinpoint when the freezes or hangs you experience with your computer first began to occur. For instance, if you installed additional memory in your computer and the freezes or hangs began to occur after that, the problems are likely to have something to do with the memory or the way it was installed. Two other actions that sometimes cause problems are connecting a new SCSI device to your computer (the device, its cable, or its SCSI ID number may cause problems), or installing new software (the software may contain incompatibilities or need more memory than is actually available).


    Other Sources Of Troubleshooting Information
    --------------------------------------------
    Besides this document and online services, there are several other good sources of troubleshooting information:

    User's manual. See the troubleshooting section of the user's manual that came with your computer for detailed troubleshooting instructions.

    Macintosh Guide. Open the Guide menu and choose Macintosh Guide. (The Guide menu is under the question mark near the upper right corner of your screen). Click the Index button in Macintosh Guide, and choose a topic from the index.

    Apple Technical Information Library (TIL). The TIL can be found on several online services including America Online and Compuserve, and Apple Computer's Internet web site @ http://www.info.apple.com/ .


    The Computer Freezes When The Happy Macintosh Icon Appears During Startup
    -------------------------------------------------------------------------
    When the computer first starts up you see a smiling "happy Macintosh" icon. (If you see a "sad" icon or one with a question mark, refer to the user's manual that came with your computer.) If the computer freezes while the happy Macintosh icon is on the screen, follow the steps below.

    1) Remove any SCSI or serial devices attached to your computer:
    Turn the computer off by pressing the power switch on the back of the
    computer.
    Disconnect any devices attached to the computer's external SCSI and
    serial (printer and modem) ports.
    Wait 710 seconds. This allows time for the hard disk drive to stop
    spinning.
    Turn the computer on by pressing the power switch on the back of the
    computer.

    2) If the computer starts up successfully, try the following:
    Shut down the computer and plug the devices back in one at a time.
    The problem may be with one of the devices. Restart after each device
    to identify which one is causing the problem.
    Refer to the user's manual that came with the computer for more
    information about SCSI devices, and refer to the devices' manuals and
    manufacturers.

    3) If after unplugging all SCSI and serial devices the computer continues
    to freeze at the "happy Macintosh" icon, try the following:
    Start up from a CD-ROM disc that contains system software for your
    computer, or a Disk Tools floppy disk. Then run Disk First Aid to
    make sure that the hard disk is OK.
    Test the hard disk using Apple HD SC Setup or Drive Setup (whichever
    came with your computer).

    Refer to the user's manual that came with your computer for instructions on starting from a CD-ROM disc or Disk Tools disk and using Disk First Aid, Apple HD SC Setup, or Drive Setup.

    If the computer does not start up successfully after you test the hard disk, perform a clean installation of system software. Follow the instructions for doing a clean installation in the Troubleshooting section of the user's manual that came with your computer (for Power Macintosh 5200/5300 LC computers), or in the Macintosh Performa CD booklet (Performa computers).

    If the computer still freezes during startup after a clean installation of system software, or if it freezes at the "happy Macintosh" icon while starting up from the compact disc or Disk Tools floppy disk, take the computer to an Apple-authorized service provider.


    Computer Freezes While System Software Extensions Are Loading
    -------------------------------------------------------------
    During startup a line of icons "march" across the bottom of your screen. These icons represent the system software extensions being loaded (started) on your computer. If the computer freezes at this point in the startup, follow the steps below.

    1) Remove any SCSI or serial devices attached to your computer:
    Turn the computer off by pressing the power switch on the back of the
    computer.
    Disconnect any devices attached to the computer's external SCSI and
    serial (printer and modem) ports.
    Wait 710 seconds. This allows time for the hard disk drive to stop
    spinning.

    2) Turn off all unnecessary system software extensions:
    Open the Special menu and choose Restart while holding down the space
    bar. The Extensions Manager control panel opens.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously while holding down the space bar. The
    Command key is marked with a "curly" icon, and the Power key is
    marked with a triangle.)
    Open the "Sets" pop-up menu and choose "System 7.5.3" or "System 7.5"
    (whichever is available).
    Open the Special menu and choose Restart.

    3) If the computer starts up successfully, try the following:
    Open the Apple menu and choose Control Panels.
    Double-click the Extensions Manager to open it. In the list of
    extensions only the ones required for system software version 7.5.3
    are turned on (marked with a check mark); the rest are turned off
    (disabled).
    The problem may be with an extension or control panel that is not
    compatible with your computer. Try turning on each of the disabled
    extensions, restarting after each extension, to identify which one is
    causing the problem. (To turn on an extension, click to put a check
    mark next to it.)

    For more information about incompatible extensions and other software, refer to the user's manual that came with your computer or contact the company that supplies the software.

    If the computer does not start up successfully after you follow steps 13 above, perform a clean installation of system software. Follow the instructions for doing a clean installation in the Troubleshooting section of the user's manual that came with your computer (for Power Macintosh 5200/5300 LC computers), or in the Macintosh Performa CD booklet (Performa computers).

    If the computer still freezes during startup after a clean installation of system software, take the computer to an Apple-authorized service provider.

    IMPORTANT: Before you plug your SCSI or serial devices back into the computer, be sure the computer is shut down and turned off.


    The Computer Freezes As The Finder Is Being Loaded
    --------------------------------------------------
    During startup the Finder (the program that runs your computer and keeps its activities organized) is loaded after the line of icons representing your computer's system software extensions have finished "marching" across the screen. If the computer freezes at this point in the startup, follow these steps:

    1) Turn off all unnecessary system software extensions:
    Open the Special menu and choose Restart while holding down the space
    bar. The Extensions Manager control panel opens.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously while holding down the space bar. The
    Command key is marked with a "curly" icon, and the Power key is
    marked with a triangle.)
    Open the "Sets" pop-up menu and choose "System 7.5.3" or "System 7.5"
    (whichever is available).
    Open the Special menu and choose Restart.

    2) If the computer starts up successfully, try the following:
    Open the Apple menu and choose Control Panels.
    Double-click the Extensions Manager to open it. In the list of
    extensions only the ones required for system software version 7.5.3
    are turned on (marked with a check mark); the rest are turned off
    (disabled).
    The problem may be with an extension or control panel that is not
    compatible with your computer. Try turning on each of the disabled
    extensions, restarting after each extension, to identify which one is
    causing the problem. (To turn on an extension, click to put a check
    mark next to it.)
    For more information about incompatible extensions and other
    software, refer to the Troubleshooting section of the user's manual
    that came with your computer or contact the company that supplies the
    software.

    3) If the computer still freezes as the Finder is being loaded, try the
    following:
    Open the Special menu and choose Restart while holding down the
    Option key. The Extensions Manager control panel opens.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously while holding down the Option key. The
    Command key is marked with a "curly" icon, and the Power key is
    marked with a triangle.)

    If the computer still does not start up successfully, perform a clean installation of system software. Follow the instructions for doing a clean installation in the Troubleshooting section of the user's manual that came with your computer (for Power Macintosh 5200/5300 LC computers), or in the Macintosh Performa CD booklet (Performa computers).

    If the computer still freezes during startup after a clean installation of system software, take the computer to an Apple-authorized service provider.


    The Computer Freezes While It Is Turned On But Not Being Used
    -------------------------------------------------------------
    1) Turn off all unnecessary system software extensions:
    Open the Special menu and choose Restart while holding down the space
    bar. The Extensions Manager control panel opens.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously while holding down the space bar. The
    Command key is marked with a "curly" icon, and the Power key is
    marked with a triangle.)
    Open the "Sets" pop-up menu and choose "System 7.5.3" or "System 7.5"
    (whichever is available).

    2) Remove any screen saver programs:
    Double-click the System Folder (on the hard disk) to open it.
    Check to see if any screen savers are in the System Folder. The
    screen saver programs may be inside the Control Panels folder or the
    Extensions folder.
    Temporarily disable or remove any screen saver programs. Some
    incompatible screen savers can cause freezes. For more information
    about incompatible software, refer to the user's manual that came
    with your computer and contact the company that supplies the screen
    saver.
    Open the Special menu and choose Restart.

    If the computer still freezes when it is not in use perform a clean installation of system software. Follow the instructions for doing a clean installation in the Troubleshooting section of the user's manual that came with your computer (for Power Macintosh 5200/5300 LC computers), or in the Macintosh Performa CD booklet (Performa computers).

    If the computer still freezes during startup after a clean installation of system software, take the computer to an Apple-authorized service provider.


    Computer Freezes When An Application Is Being Started, Used, Or Quit
    --------------------------------------------------------------------
    This problem can occur when an application program needs more memory than its actually available, or when a program is incompatible with the computer's system software.

    1) Check to see how much available memory your computer has:
    Open the Special menu and choose Restart.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously. The Command key is marked with a "curly"
    icon, and the Power key is marked with a triangle.)
    After the computer starts up, open the Apple menu and choose About
    This Macintosh.
    Make a note of the number next to "Largest Unused Block." This is the
    amount of available memory on the computer.

    2) Check to see how much memory the application program requires:
    Click the icon for the application program you are trying to open or
    use.
    Open the File menu and choose Get Info.
    Check the Memory Requirements box. In order to open and run properly,
    the computer's available memory must be greater than the number next
    to "Minimum size" in the Memory Requirements box.

    3) If necessary, make more memory available for the program:
    To learn how to make more memory available for a program, look for
    help in Macintosh Guide. Open the Guide menu and choose Macintosh
    Guide. (The Guide menu is under the question mark near the upper
    right corner of your screen).
    Click the Index button in Macintosh Guide, and choose "memory" in
    from the index. The help topics appear on the right. The "How do I"
    help topics contain the information you need, particularly the topics
    regarding making more memory available, changing the memory a program
    uses, and using hard disk space as memory.

    4) If the computer still freezes when you use the program, turn off all
    unnecessary system software extensions:
    Open the Special menu and choose Restart while holding down the space
    bar. The Extensions Manager control panel opens.
    (If you can't open the Special menu, press the Command, Control, and
    Power keys simultaneously while holding down the space bar. The
    Command key is marked with a "curly" icon, and the Power key is
    marked with a triangle.)
    Open the "Sets" pop-up menu and choose "System 7.5.3" or "System 7.5"
    (whichever is available).
    Open the Special menu and choose Restart.

    5) If the computer still freezes when you use the program, turn off the
    Modern Memory Manager or 32-bit addressing:
    Open the Apple menu and choose Control Panels.
    Double-click the Memory control panel to open it.
    Turn off the Modern Memory Manager (for Power Macintosh computers) or
    32-bit addressing (for earlier Macintosh computers).

    Some older programs may not be compatible with these options. If the program works with these options turned off, contact the company that supplies the program for a more recent version.

    If the computer still freezes when you open or use the program, the program may not be compatible with your computer. Check the manuals that came with the program or contact the company that supplies the program to determine if the program is compatible with your computer.


    The Computer Freezes When Printing From An Application
    ------------------------------------------------------
    First, follow all the instructions under "The computer freezes when an application program is being started, used, or quit," above.

    If the computer still freezes when printing, follow the additional steps below.

    1) If the problem only occurs during Background Printing, increase the
    Memory Requirements for the PrintMonitor program:
    Double-click the System Folder (on the hard disk) to open it.
    Double-click the Extensions folder (inside the System Folder) to open
    it.
    Click the PrintMonitor program to highlight it.
    Open the File menu and choose Get Info.
    In the Memory Requirements box, increase the number next to "Minimum
    size" to at least 160.

    Note: You can also try turning on virtual memory. See the instructions
    earlier in this document for opening Macintosh Guide and learning about
    virtual memory.

    2) If the computer still freezes when printing, turn off Background
    Printing:
    Open the Apple menu and choose the Chooser.
    In the upper left box in the Chooser, click the software for your
    printer (for example, "LaserWriter 8") to highlight it.
    Under Background Printing on the right side of the Chooser, click the
    Off button.

    If the computer still freezes when printing, the print driver may not be compatible with the application or system software. Check the manuals that came with the printer documentation or contact the manufacturer of the printer to determine if the print driver is compatible with your computer.



Document Information
Product Area: Mac OS System Software
Category: System 7.5.x
Sub Category: Troubleshooting

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