Kirk's Macintosh Troubleshooting Tips:
There's nothing more frustrating that a crashing computer. Here are a list of thoughts, hints and helpful tips I've developed in my 10 years experience in working with Macs.
Computer software can become damaged or corrupted when your computer crashes. Let's say you're working in FileMaker and something causes the machine to crash. A number of files can become corrupted, including the System file, the Finder, an extension or control panel, a printer driver or any application you have open at the time. When you restart, you may or may not see a problem immediately. Hopefully, if there's a problem, you'll see it right away so you will be inclined to recognize that the problem started after you crashed. This isn't always the case and sometimes people don't notice a problem until months later and have no idea why their computer appears to be randomly crashing all of a sudden. In my experience 99.5% of computer crashing problems are software (not hardware) related. These problems can usually be fixed with a little patience and some of the troubleshooting techniques below. Also, knowing what to look for can help you communicate your problem to a professional troubleshooter. Here are some things to start observing every time your machine crashes:
Q: Does the machine bomb, freeze or hang? If your machine bombs with the annoying 'Sorry a System Error occurred' message, note the ID number in the message. These ID numbers can help someone determine the cause of the crash later. Does the mouse just freeze completely somewhere on the screen or does the mouse still move but isn't able to click on or do anything? These symptoms are helpful in determining a pattern with your problem. Try to remember them and maybe even keep a log about what you were doing when you crashed and any error message or ID numbers. There's usually a pattern around crashing. Since you're the main user of your machine, it helps to be as observant as possible. It's nearly impossible for an outside person to sit down in front of your machine and try to establish a pattern in your crashes over the past weeks or months.
Q: Is the problem repeatable? Does the machine crash every time you do the same thing? Like print or open FileMaker or click a particular button somewhere? These are the easiest problems to fix because you can tell immediately if you're successful. Solutions for repeatable problems include replacing/reinstalling the application you're working in when the machine crashes.
Q: Does the problem always happen in the same application or does the problem seem random and intermittent?
Q Does the problem happen with Extensions off? (see below)
Helpful hints to get out of sticky situations:
1. Save often! This lessens the impact of an untimely crash.
2.. If an application freezes or hangs you can sometimes force it to quit by pressing Command-Option and Escape. If your machine is still somewhat alive you should see a message asking if you want to force-quit the current application. This may allow you to save unsaved work in other applications. I strongly recommend restarting your computer after any application(s) have been force quit. Continuing work in such a situation is asking for trouble.
3. Restart without Extensions. Hold down the Shift key as your Mac restarts until you see the message 'Welcome to Macintosh-Extensions Off'. Now try to reproduce your crash. If the problem remains, you don't have an extension conflict. If the problem goes away you might have a problem between two or more of your extensions or control panels. Conflict Catcher can be very helpful in isolating the problematic file.
4. Rebuild your Desktop File. This invisible file tells your Mac which application to open when you double-click on a document, and a bunch of other Finder functions. The Desktop file also handles icons, so if your icons start to look weird or like generic application and document icons, it's probably time to rebuild. Hold down Command and Option while starting your Mac until you see a message asking if you want your desktop file rebuilt. Click 'OK'.
5. Zap your parameter RAM (PRAM). The PRAM keeps certain settings in memory all the time (even when your machine is off) such as the time and date, network settings, startup disk, etc. You can force the PRAM to be reset by pressing Command-Option-P-R all at the same time while your machine starts. You should hear a second startup 'boing' if you are successful. I've heard doing this 2 or 3 times is a good idea to really flush out evil PRAM settings.
6. Trash the prefs file. Most applications keep a preferences file in the System Folder:Preferences folder. Sometimes trashing this file will resolve problems. Be careful here-sometimes prefs files contain significant information such as account names, passwords, or important settings.
7. Reinstall problematic applications. Replacing applications with fresh copies from the original disks can sometimes help.
8. Clean install the Operating System. Steps 1 thru 7 above are all ways to buy time and avoid this step. If your problems persist this is probably the best (and definitely most time consuming) way to resolve crashing problems. Doing a clean install means completely reinstalling the operating system, not just running the Apple Installer over your current system. Clean installation involves moving your old fonts, control panels, extensions and prefs files one by one from your old System Folder to the new one. If you use your Mac everyday, it's not unreasonable to expect to need to do this every 6-12 months.
Network Troubleshooting:
Many network problems can be diagnosed through the Chooser. The Chooser is an extremely helpful troubleshooting tool on Macintosh networks. When you open the Chooser, you are looking at a live view of your network. If you click on 'LaserWriter' or 'AppleShare', the Chooser sends out traffic on the network asking all PostScript printers or file servers to send back their names. This is incredibly helpful as you can immediately determine what your machine is connected to. If you don't see any devices (but used to), go to another machine on the network and check to see what they can 'see' in their Chooser. If they see devices (printers, file servers) and you don't, the problem is with your machine. Most common problems are loose cables or the settings in the 'AppleTalk' or 'Network' control panel being incorrect. If nobody sees anything, the problem is with the network hubs, routers or cabling. Make sure these devices have power or nobody on the network will see anything!
