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Apple IMAC User Manual - Page 107

System Hangs/Freezes During Boot, Symptom Charts/ System Hangs/Freezes During Boot - 25

UPC - 067540444435

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Troubleshooting Symptom Charts/ System Hangs/Freezes During Boot - 2 5 System Hangs/Freezes During Boot System begins a normal startup process with a boot chime and normal display, but then freezes before the Finder appears. 1 Boot with Extensions off by holding down the Shift key during startup. (See TIL article #14343 for more information on possible Extension conflicts.) Does the system startup successfully with Extensions off? Yes: Begin adding back the system Extensions one at a time and starting up the system after each addition. If the system freezes again, you know that the last Extension you added is causing the problem. No: Go to the next step. 2 Boot from the system CD that came with the unit. Does the system startup successfully? Yes: Reinstall system software. (You must use the system software CD that came with the unit to get the correct version of Mac OS .) If the problem persists, go to the next step. No: Reseat the SDRAM. If the problem persists, replace the SDRAM (one DIMM at a time) with known- good SO-DIMMs. 3 Bad USB device. Turn off the computer and disconnect all USB devices. Next, power on the system using the power button on the front of the unit, and begin adding back the USB device one at time, beginning with the keyboard and then the mouse, and so on. If the system hangs only after you reconnect a particular USB device, replace that USB device. 4 The hard drive or its software drivers are most likely the problem. Can you see the hard drive using Drive Setup? Yes: Use Drive Setup 1.5.1 to reinstall the software drivers for the hard drive. If the problem persists, use Drive Setup 1.5.1 to reinitialize the hard drive (See TIL article #22206 for Drive Setup information.) ±Warning: You will lose all data on the hard drive when you reinitialize it. Backup the data first if possible. No: Go to next step. 5 If you don't see the hard drive using Drive Setup: - Check all cable connections to and from the hard drive. - Replace the hard drive/CD data cable. - Replace the hard drive. - Replace the hard drive power cable 6 Disconnect all external devices (USB and Ethernet). Then begin reconnecting these devices one at a time (beginning with the keyboard and then the mouse) and start up the computer after each device is connected to see if one of the external devices is causing the problem. If the problem occurs after you connect a particular external device, replace the device in question.

Section	Page
iMac	1
Hot Issues	2
Introduction	3
Mixed Memory Types	4
HFS Plus Formatted Drives	6
Forcing a Restart	7
External Displays Not Supported	8
iMac Updates	9
CD-ROM Door Not Latching Closed	11
Revision vs. Version Part Numbers	12
Version 2 Service Parts	13
New CD-ROM Drive Released (7/99)	14
Basics	16
Overview	17
Features	46
Views	66
Repair Strategy/Warranty	74
Specifications	80
Introduction	81
Spec Database at Service Source Online	81
Spec Database on Service Source CD	81
Troubleshooting	82
General	83
Block Diagram	84
Power Flow	85
Power Supply Board Fuse	85
Testing for Power	86
At the AC Outlet	86
At the Logic Board	86
At the Power Supply to Power Filter Cable	88
At the Power Supply Board	89
At the Power Supply Board Fuse	91
The Cuda Chip	92
Resetting the Logic Board	93
Power-On Self Test	94
Video Flow	95
Sound In Flow	95
Sound Out Flow	96
Processor Module	96
Logic Board Battery	96
HFS Plus Formatted Drives	97
Testing the Modem	98
Symptom Charts	99
How to Use the Symptom Charts	99
No Power	99
Video Problems	100
Error Beeps	104
Memory Error Dialog Box	105
Flashing Question Mark	105
Can’t Wake From Sleep	106
System Hangs/Freezes During Boot	107
Networking Problem	108
CD-ROM Not Showing on Desktop/Can’t Open CD	109
CD-ROM Vibration	109
CD-ROM Door Not Latching Closed	110
Hard Drive Problems	111
Sound Out Problems	112
Sound In Problems	113
IrDA Problems	114
USB Problems	115
Cursor Problems	117
USB Printer Problems	117
Networked Printer Problems	118
Modem Not Recognized	120
Modem Dialing Problems	120
Modem Not Connecting	122
Modem Dropping Connection	122
Modem Performance Issues	124
Take Apart	125
General	126
Tools	127
Procedures	128
Lower Access Cover	129
Replacing the Lower Access Cover	132
Logic Board/Mass Storage Chassis	133
Replacing the Logic Board/Mass Storage Chassis	135
Logic Board	136
Ethernet Hardware ID Label	141
Reconnecting Logic Board Cables	142
Processor Card	143
Modem	148
I/O Panel	150
SDRAM	153
Processor Shield Frame	155
CD-ROM	157
CD-ROM Part Numbers	159
Replacing the CD-ROM Carrier	161
Removing the CD-ROM Bezel	163
Hard Drive	167
Replacing the Hard Drive Carrier	171
Power Filter Board	172
Fan	174
Audio/Video Interconnect Board	177
Bottom Rear Housing	181
Front Lower Panel	184
Speakers	189
IrDA Board	192
Headphone/Power Board	194
Front Outer Bezel	196
Front Inner Bezel	199
Top Rear Housing	203
EMI Shield	209
Analog/Video Board	211
Analog/Video Board, Ver. 2	217
Power Supply Board	223
Power Supply Board, Ver. 2	230
CRT	237
Microphone	242
I/O Door	244
Serial Number and Ethernet Address	245
CRT Frame	246
Installing a Microphone Gasket	251
Upgrades	255
SDRAM	256
VRAM	262
Adjustments	267
Adjustment Tools	268
Light Meter Setup	269
Model R77	269
Model L-248	273
Model 246	274
Geometry	275
Saving Geometry Settings for Multiple Resolutions	276
Video	277
Cutoff	278
White Balance	287
Focus	292
Exploded View	296
Logic Board/Mass Storage Chassis Exploded View	297
Colored Service Parts Matrix	298
iMac Screw Matrix	299
Wiring Diagram, Analog/Video 661-2080 and Power Supply 661-2081	300
Wiring Diagram, Ver. 2 Analog/Video 661-2166 and Ver. 2 Power Supply 661-2167	301
Additional Procedures	302
Resetting the CD-ROM Eject Mechanism	303
Emergency Handbook Includes troubleshooting, hard disk repair, and software installation information for your iMac	306
Contents	308
1 Problems Starting Up7	308
Problems7	308
Computer won’t start up, restart, or shut down7	308
Single icon appears in middle of screen8	308
Computer beeps8	308
Computer freezes8	308
Message appears9	308
Normal desktop doesn’t appear10	308
Hard disk icon doesn’t appear on desktop10	308
Computer starts up from wrong disk11	308
Solutions11	308
Take notes.11	308
Wake up your computer.11	308
Restart the computer.12	308
Force your computer to restart.12	308
Shut down the computer.12	308
Force your computer to shut down.13	308
Quit open applications.13	308
Make sure your computer is getting power.13	308
Make sure the screen is properly adjusted.13	308
Make sure external devices are properly connected and turned on.14	308
Check RAM disk settings in the Memory control panel.15	308
Increase the memory available for system software.15	308
Reset the window display.16	308
Re-bless the System Folder.16	309
Make sure you’re using the correct disk as a startup disk.16	309
CD disc is jammed.17	309
Resolve system extension conflicts.17	309
Reset the PRAM.19	309
Make sure memory is installed correctly.20	309
Replace the computer’s backup battery.20	309
Test and repair the hard disk directory.21	309
Reinstall system software.21	309
Where to Find Onscreen Help22	309
MacOS Help22	309
MacOS Info Center22	309
2 Problems Using Your Computer23	309
Problems With Applications, Documents, and Memory23	309
Problems With Hard Disks, CDs, and Other Storage Media29	309
Problems With Hard Disks29	309
Problems With CD Drives and Discs30	309
Problems Using ISO 9660 or High Sierra Discs32	309
Problems Using Photo CDs33	309
Problems Playing Audio CDs33	309
Problems With USB Devices33	309
Problems Printing35	309
Performance and Other Problems36	309
Problems With Networks and File Sharing39	309
Problems With Sound and Video41	309
3 Starting Up From a CD45	309
Starting Up From the Software Install CD45	309
4 Testing and Repairing Your HardDiskDirectory47	309
Repairing Corrupted Data on Your Disk47	309
If Disk First Aid Cannot Correct the Problem48	309
Updating the Hard Disk Drivers49	309
Initializing a Hard Disk49	309
MacOS Extended Format50	309
Testing Your Hard Disk for Physical Damage50	310
5 Reinstalling Your Computer’s Software53	310
Reinstalling System Software53	310
Before Installing System Software53	310
Reinstalling Mac OS System Software54	310
Selecting Which Software to Install55	310
Performing a Clean Installation58	310
Reinstalling Your Custom Extensions, Fonts, and Control Panels59	310
If the Clean Installation Didn’t Solve the Problem60	310
Problems During Installation60	310
Responding to Messages About Your Hard Disk62	310
Reinstalling Individual Applications62	310
Restoring All Original Software63	310
Before Restoring Your Software63	310
Restoring In Place63	310
Erasing Your Hard Disk64	310
6 Contacting Apple for Help65	310
Obtaining Information via the World Wide Web65	310
Have This Information Available Before Calling66	310
Using the Apple System Profiler66	310
Index67	310
Problems Starting Up	312
Problems	312
Computer won’t start up, restart, or shut down	312
Single icon appears in middle of screen	313
Computer beeps	313
Computer freezes	313
Message appears	314
Normal desktop doesn’t appear	315
Hard disk icon doesn’t appear on desktop	315
Computer starts up from wrong disk	316
Solutions	316
Take notes.	316
Wake up your computer.	316
Restart the computer.	317
Force your computer to restart.	317
Shut down the computer.	317
Force your computer to shut down.	318
Quit open applications.	318
Make sure your computer is getting power.	318
Make sure the screen is properly adjusted.	318
Make sure external devices are properly connected and turned on.	319
Check RAM disk settings in the Memory control panel.	320
Increase the memory available for system software.	320
Reset the window display.	321
Re-bless the System Folder.	321
Make sure you’re using the correct disk as a startup disk.	321
CD disc is jammed.	322
Resolve system extension conflicts.	322
Reset the PRAM.	324
Make sure memory is installed correctly.	325
Replace the computer’s backup battery.	325
Test and repair the hard disk directory.	326
Reinstall system software.	326
Where to Find Onscreen Help	327
MacOS Help	327
MacOS Info Center	327
Problems Using Your Computer	328
Problems With Applications, Documents, and Memory	328
Problems With Hard Disks, CDs, and Other Storage Media	334
Problems With Hard Disks	334
Problems With CD Drives and Discs	335
Problems Using ISO 9660 or High Sierra Discs	337
Problems Using Photo CDs	338
Problems Playing Audio CDs	338
Problems With USB Devices	338
Problems Printing	340
Performance and Other Problems	341
Problems With Networks and File Sharing	344
Problems With Sound and Video	346
Starting Up From a CD	350
Starting Up From the Software Install CD	350
When You’re Done With the CD	351
Testing and Repairing Your HardDiskDirectory	352
Repairing Corrupted Data on Your Disk	352
If Disk First Aid Cannot Correct the Problem	353
Updating the Hard Disk Drivers	354
Initializing a Hard Disk	354
MacOS Extended Format	355
Testing Your Hard Disk for Physical Damage	355
Reinstalling Your Computer’s Software	358
Reinstalling System Software	358
Before Installing System Software	358
Reinstalling Mac OS System Software	359
Selecting Which Software to Install	360
Standard Installation	361
Custom Installation	361
Performing a Clean Installation	363
Reinstalling Your Custom Extensions, Fonts, and Control Panels	364
If the Clean Installation Didn’t Solve the Problem	365
Problems During Installation	365
Responding to Messages About Your Hard Disk	367
Reinstalling Individual Applications	367
Restoring All Original Software	368
Before Restoring Your Software	368
Restoring In Place	368
Erasing Your Hard Disk	369
Contacting Apple for Help	370
Obtaining Information via the World Wide Web	370
Have This Information Available Before Calling	371
Using the Apple System Profiler	371
Index	372

Match case Limit results 1 per page

Troubleshooting

Symptom Charts/ System Hangs/Freezes During Boot - 25

System Hangs/Freezes During Boot

System begins a

normal startup

process with a boot

chime and normal

display, but then

freezes before the

Finder appears.

Boot with Extensions off by holding down the Shift key during

startup. (See TIL article #14343 for more information on

possible Extension conflicts.) Does the system startup

successfully with Extensions off?

Yes

: Begin adding back the system Extensions one at a

time

and starting up the system after each addition. If the system

freezes again, you know that the last Extension you added is

causing the problem.

: Go to the next step.

Boot from the system CD that came with the unit. Does the

system startup successfully?

Yes

: Reinstall system software. (You must use the

system

software CD that came with the unit to get the

correct version of

Mac OS .)

If the problem persists, go to the next step.

Reseat the SDRAM. If the problem persists, replace the

SDRAM (one DIMM at a time) with known- good SO-DIMMs.

Bad USB device. Turn off the computer and disconnect all USB

devices. Next, power on the system using the power button on

the front of the unit, and begin adding back the USB device one

at time, beginning with the keyboard and then the mouse, and

so on. If the system hangs only after you reconnect a

particular USB device, replace that USB device.

The hard drive or its software drivers are most likely the

problem. Can you see the hard drive using

Drive Setup?

Yes

: Use Drive Setup 1.5.1 to reinstall the software drivers for the

hard drive. If the problem persists, use Drive Setup 1.5.1 to

reinitialize the hard drive

(See TIL article #22206 for Drive Setup

information.)

Warning:

You will lose all data on the hard drive

when you

reinitialize it. Backup the data first if possible.

: Go to next step.

If you don’t see the hard drive using Drive Setup:

Check all cable connections to and from the hard drive.

Replace the hard drive/CD data cable.

Replace the hard drive.

Replace the hard drive power cable

Disconnect all external devices (USB and Ethernet). Then

begin reconnecting these devices one at a time (beginning

with the keyboard and then the mouse) and start up the

computer after each device is connected to see if one of the

external devices is causing the problem. If the problem

occurs after you connect a particular external device, replace

the device in question.