Contacting Apple for Help is Chapter 6 of the Troubleshooting Handbook.

If you can't find answers on the support Web site, or don't have access to the Web, contact Apple for assistance. For Apple Assistance Center contact information, see the service and support card that came with your computer. Before you contact Apple, see the section below titled: Have This Information Available Before Calling .

Obtaining Information via the World Wide Web

Apple provides substantial information online for its customers. If you have access to the World Wide Web ( WWW), you may want to check the information in the support area before you call Apple. Support information can be found at the following Uniform Resource Locator (URL): http://www.apple.com/support

At Apple's support Web site, you'll find

• Apple Software Updates - [http://asu.info.apple.com/] - a searchable database of softtware updates.
• Tech Info Library -[http://til.info.apple.com/] a searchable database of easy-to-read articles (this article is stored in the Tech Info Library)
• Tech Exchange -[http://www.info.apple.com/te] a resource for product-specific information and support, including a discussion forum and the latest news

Have This Information Available Before Calling

Have the following information and software available when calling Apple:

• Your support access number (see the service and support information that came with your computer)
• A description of the problem (for example, the computer freezes in only one application or at startup)
• what you have tried to do already
• the type of computer
• the serial number of your computer
• the version of system software, third-party software, external devices, and so on (especially if the problem involves something you have added to the computer)
• the software install CD
• Be in front of the computer when you call so you can take steps the technician suggests.

Using the Apple System Profiler

If you are able to start up your computer, the Apple System Profiler provides information that will help you and the Apple Assistance Center troubleshoot your computer.

To open the Apple System Profiler:

1. Choose Apple System Profiler from the Apple menu. A System Overview window appears.

2. Use the commands in the Select menu to get more specific information about the hardware and software used by your computer, or to go back to the System Overview window.

• To find out what the items in the Apple System Profiler window mean, choose Show Balloons from the Help menu. Then point to the item you want to know about.
• The Create Report command in the File menu lets you create a customized report of system software information. You can print this report by choosing the Print command from the File menu.