TITLE
    Apple Product Software Isolation Troubleshooting
Article ID:
Created:
Modified: 		60005
9/14/98
8/14/00
TOPIC

    How do I know if my Apple product has a software malfunction?

DISCUSSION

    This Isolation Troubleshooting article will help to isolate malfunctioning Apple software. It is assumed that the Apple hardware involved is OK.

    Scroll to one of the product groups listed below.
    • DESKTOP COMPUTERS and POWERBOOKS
    • DISPLAYS
    • NEWTON MESSAGEPADS
    • PRINTERS
    • QUICKTAKE CAMERAS
    • SCANNERS

    N ote: 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

    COMPUTER Software Isolation Troubleshooting:
    This section will help to identify general software problems NOT associated with any peripheral device.
    Possible Symptoms
    Steps to isolate the malfunction
    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).

    2. If you are having problems at startup, consult article 16473:
    " Mac OS: Troubleshooting Startup Problems "

    3. If the computer is crashing or freezing, refer to the following articles:

    Article 4327: " Macintosh: System Crashes and Basic Troubleshooting (1 of 2) "

    Article 4299: " Macintosh: System Crashes and Basic Troubleshooting (2 of 2) "
    Article 14343: " Troubleshooting Macintosh INIT Conflicts "

    Article 15926: " System 7.5: Troubleshooting Extension Conflicts "

    Article 19468: " Macintosh Computers & System 7.5: Freeze Troubleshooting "

    Article 30961: " Mac OS: When & Why to Perform a Clean Install "

    Article 18611: " System 7: Reblessing Old System Folder After Clean Install "

    DISPLAY Software Isolation Troubleshooting:
    This section will help to identify specific display software problems.
    Possible Symptoms
    Steps to isolate the malfunction
    Nothing on display
    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).

    2. If the display is an AppleVision display, there may be a cable or software problem. Consult article 24312: " AppleVision, ColorSync Displays: Basic Troubleshooting "

    3. If still 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 you may have a software problem. It may require a Clean Install of the System Software or just a reinstallation of the Apple Displays software involved. Consult article 60007:
    " Software Installation Instructions for Apple Products "

    NEWTON MESSAGEPAD Software Isolation Troubleshooting:
    This section will help to identify general software problems NOT associated with any peripheral device. Unfortunately, many times a software problem is actually a hardware problem with a MessagePad, so the troubleshooting is nearly identical.
    Possible Symptoms
    Steps to isolate the malfunction
    miscellaneous symptoms
    		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 problems continue, consult article 60003:
    " Out of Warranty Apple Product Hardware Service Options "

    PRINTER Software Isolation Troubleshooting:
    This section will help to identify printing software problems.
    Possible Symptoms
    Steps to isolate the malfunction
    Error messages while printing
    or
    miscellaneous symptom
    		1. Power off and disconnect all cables from printer.

    2. The printer is working fine if it can do its own test page. Try to print from SimpleText. If you cannot print, then reinstall the printer software or do a clean install of the System Software. Consult the following articles:
    Article 15340: " StyleWriter: General Troubleshooting Procedures "

    Article 60007: " Software Installation Instructions for Apple Products "

    QUICKTAKE CAMERA Software Isolation Troubleshooting:
    This section will help to identify specific software problems associated with the QuickTake Camera.
    Possible Symptoms
    Steps to isolate the malfunction
    Cannot access camera
    or
    miscellaneous symptom
    		1. Power off and disconnect all cables from camera.

    2. If camera turns on and takes pictures, then the hardware is functional. You may have software problem. Try reinstalling the QuickTake software or do a clean install of the System Software, followed by reinstallation of the QuickTake software. Consult article 60007: " Software Installation Instructions for Apple Products "

    SCANNER Software Isolation Troubleshooting:
    This section will help to identify software problems associated with scanners.
    Possible Symptoms
    Steps to isolate the malfunction
    scanner not recognized
    or
    miscellaneous symptom
    		1. Power off and disconnect all cables from scanner.

    2. If the scanner turns on, then the hardware is likely functional. You may have a SCSI cable or software problem. Make sure SCSI cable is properly terminated then try a different cable. Reinstall the scanner software or do a clean install of the System Software followed by reinstallation of the scanner software. Consult the following articles:

    Article 20121: " Color OneScanner 600/27: Troubleshooting error messages "

    Article 60007: " Software Installation Instructions for Apple Products "

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

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