TITLE
    Apple Product Hardware Isolation Troubleshooting
Article ID:
Created:
Modified: 		60004
9/11/98
8/14/00
TOPIC

    This article provides assistance in determining if your Apple hardware product has a hardware issue that may require service.

DISCUSSION

    This Isolation Troubleshooting article will help to isolate malfunctioning Apple hardware. Scroll to one of the product groups listed below.

    DESKTOP COMPUTERS
    DISPLAYS
    NEWTON MESSAGEPADS
    POWERBOOKS
    PRINTERS
    QUICKTAKE CAMERAS
    SCANNERS

    NOTE : The Startup Disk referred to throughout this article may be one of the following (provided it is an Apple, bootable disk):

    • Disk Tools disk
    • Utilities disk (Performa models)
    • Install Me First CD
    • Performa CD
    • System Software CD
    • Mac OS CD


    DESKTOP COMPUTER

    This section will help to identify a malfunctioning Macintosh desktop computer, keyboard, or mouse.
    Possible Symptoms
    Steps to isolate the malfunction
    Flashing '?' at startup
    or
    Startup is NOT normal
    or
    Computer malfunctions
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from computer, EXCEPT keyboard, mouse, monitor, and power (go ahead and check these three device connections by disconnecting, then reconnecting them).
    Note : Isolate power strips as well, if possible.

    2. Try again. If OK, then the external devices that were just disconnected are malfunctioning. If non-Apple, contact the non-Apple product manufacturer. If Apple, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    3. If not OK, then locate a Startup Disk. If unavailable, consult article 60006:
    " Software Fulfillment Options "

    4. Reset PRAM while booting with a Startup Disk in drive (option-command-p-r). For help with this, consult article 2238: " Macintosh: How to Reset PRAM and NVRAM "

    5. If startup sequence is OK, then the hardware is OK. You may have a software problem. Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    6. If startup sequence is NOT OK, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    DISPLAY

    This section will help to identify a malfunctioning Apple Display.
    Possible Symptoms
    Steps to isolate the malfunction
    Nothing on display
    or
    No power at all
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from computer, EXCEPT keyboard, mouse, monitor, and power (go ahead and check these three device connections by disconnecting, then reconnecting them).
    N ote: Isolate power strips as well, if possible.

    2. Try again. If OK, then the external devices that were just disconnected are malfunctioning. If non-Apple, contact the non-Apple product manufacturer. If Apple, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    3. If not OK, then locate Startup Disk . If unavailable, consult article 60006:
    " Software Fulfillment Options "

    4. Reset PRAM while booting with Startup Disk in drive (option-command-p-r). For help with this, consult article 2238:
    " Macintosh: How to Reset PRAM and NVRAM "

    5. If startup sequence is OK, then the hardware is OK. You may have a cable or software problem. Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    6. If startup sequence is NOT OK, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    NEWTON MESSAGEPAD

    This section will help to identify a malfunctioning Newton MessagePad.
    Possible Symptoms
    Steps to isolate the malfunction
    No power
    or
    (miscellaneous symptom)
    		1. If possible, backup all data by consulting your user's manual. Instructions are also available in article 12752: " Newton MessagePad : How to Backup and Restore "

    2. If the MessagePad will not power ON at all, consult article 19007:
    " Newton MessagePad: Troubleshooting Power Related Issues "

    3. Otherwise, try a reset procedure. For help, consult article 17908:
    " Newton MessagePad: Different Types of Reset "

    4. If startup sequence is NOT OK, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    POWERBOOK

    This section will help to identify a malfunctioning Macintosh PowerBook.
    Possible Symptoms
    Steps to isolate the malfunction
    Flashing '?' at startup
    or
    Startup is NOT normal
    or
    Computer malfunctions
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from PowerBook, EXCEPT when using a Dock. In this case, keep keyboard, mouse, monitor, and power connected (go ahead and check these three device connections by disconnecting, then reconnecting them).
    Note : Isolate power strips as well, if possible.

    2. Try again. If OK, then the external devices that were just disconnected are malfunctioning. If non-Apple, contact the non-Apple product manufacturer. If Apple, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    3. If not OK, then locate Startup Disk . If unavailable, consult article 60006:
    " Software Fulfillment Options "

    4. Reset PRAM while booting with Startup Disk in drive (option-command-p-r). For help with this, consult article 2238: " Macintosh: How to Reset PRAM and NVRAM "

    5. If startup sequence is OK, then the hardware is OK. You have a software problem. Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    6. If startup sequence is NOT OK, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    PRINTER

    This section will help to identify a malfunctioning Apple Printer.
    Possible Symptoms
    Steps to isolate the malfunction
    Error light on printer
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from printer.
    Note : Isolate power strips as well, if possible.

    2. Consult your printer manual to print a diagnostic test page. If OK, then the printer is OK. Check printer cables and computer software and hardware for problems. The printer is working fine if it can do its own test page. Consult article 15340:
    " StyleWriter: General Troubleshooting Procedures "

    Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    3. If the test page is NOT OK, or if you suspect a port malfunction on the printer, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    QUICKTAKE CAMERA

    This section will help to identify a malfunctioning Apple QuickTake Camera.
    Possible Symptoms
    Steps to isolate the malfunction
    ER on LCD panel
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from camera.
    Note : Isolate power strips as well, if possible.

    2. Reconnect the appropriate power adapter to the camera, then turn it on. If the letters 'ER' show on the LCD panel, this indicates a hardware error condition. Consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    3. If camera turns ON and takes pictures OK, then the hardware is OK. You may have a cable or software problem. Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    SCANNER

    This section will help to identify a malfunctioning Apple OneScanner.
    Possible Symptoms
    Steps to isolate the malfunction
    strange sounds
    or
    blinking LEDs
    or
    (miscellaneous symptom)
    		1. Shutdown, and disconnect ALL devices and cables from scanner.
    Note : Isolate power strips as well, if possible.

    2. Connect power cable and turn scanner on. If OK, then the external devices that were just disconnected are malfunctioning. If non-Apple, contact the non-Apple product manufacturer. If Apple, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    3. If the scanner makes a chattering sound, consult article 19448:
    " Color OneScanner 600/27: Chattering Sound due to Lock "

    4. If the scanner's LEDs flash abnormally, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "

    5. If the scanner turns on OK, then the hardware is OK. You may have a SCSI cable or software problem. Consult article 60005: " Apple Product Software Isolation Troubleshooting "

    6. If scanner does NOT turn on OK, consult article 60003: " Out of Warranty Apple Product Hardware Service Options "


Document Information
Product Area: Apple General Information
Category: Product Information
Sub Category: General Topics
Keywords:

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