Mac OS X Troubleshooting

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[edit] Troubleshooting Mac OS X

Basics In the order of most common to least common, stability issues can be narrowed down to:

  1. Individual documents (e.g. a corrupted Word file)
  2. Individual applications (e.g. Word)
  3. Groups of (or all) applications, excluding the system software
  4. The host OS or hardware (generally about the same frequency on a Mac OS X system)

Generally, troubleshooting techniques should follow this hierarchy down the list, with a few considerations in mind, such as whether the problem can be duplicated, and whether other symptoms exist that perhaps have not been identified yet (you should look for them).

[edit] Troubleshooting Individual Documents

  • If there is a particular document that a user cannot open, try opening a just the program itself, or open another document of the same type. If the program opens, try making a blank document and saving that, and reopening it. If that is successful, there is probably a problem with the troublesome file itself, and attempt to restore a backup.

If new documents cannot be saved, other documents cannot be read, the application itself refuses to open, or the problem isn't with dealing with individual documents, move on to troubleshooting the application.

[edit] Troubleshooting Individual Applications

  • If a specific application refuses to function, the first recourse is to try removing the application's preferences. In OS X, those are usually stored in either /Library/Preferences/com.vendor.programname or ~/Library/Preferences/com.vendor.programname. Occasionally, non-standard applications will create an entire folder in either of those directories for the application's preferences or data (either named the program's name, or the vendor's name). Also, some applications create a folder in the Application Support directory of /Library or ~/Library. These can be backed-up and removed as well (but some applications like Photoshop will give errors if Adobe's application support is removed, so be wary). First try just moving the preferences (a new one will be created with default preferences), rebooting, and see if the issue is gone. If it is, go ahead and delete the bad preferences file.
  • If that doesn't work, try looking for an update to the software on the vendor's site, or on Versiontracker. Frequently, patches will fix whatever is causing the problem. If no patch is available, in the case of Apple software, it may be possible to reinstall the current patch by removing the patch receipt from /Library/Receipts and running Software Update. Occasionally this fixes corruption of applications, either by overwriting the corrupted part of the application, or reinitializing corrupted settings.
  • Next and repair permissions using Disk Utility. Occasionally, something will be set incorrectly (a program can't read a file, or write a file, or something isn't set to execute) which stops the normal function of the program. This doesn't always help, but sometimes it does.
  • Lastly, try reinstalling the application from scratch, either by re-downloading the software or reinstalling from CD. Sometimes, it is first helpful to remove the old application by throwing it in the Trash and deleting the old preferences files and application support files`, or by using an Uninstall option in the program installer (if one is available).

If none of these options help, it may be either an unresolved issue with the program (look for similar problems online), or a problem with another part of the system.

[edit] Troubleshooting Groups of Applications

  • If, for instance, none of the applications in the Adobe CS Suite will open, and they all give a similar error message, it is likely that a specific component of the suite is corrupted and needs to be reinstalled. In this case, reinstalling all of the involved applications, may fix the issue.
  • In the case of multiple Apple-created applications, it is possible that a framework has been damaged (perhaps during the installation of an OS update). In that case, either attempt to install a patch to the OS (try downloading a combined OS X update from Apple's site), or use a program like Pacifist to reinstall the component off of the system software CD.
  • If a problem is related to an activity across many applications, such as printing, you might search for related preference files (such as com.apple.print...) and try removing them. Reboot to see if removing the file had any affect, and if it didn't help restore the file to its original location.
  • Another preference file shared between many applications is com.apple.internetconfig.plist, which is used by applications that access the internet.

If this doesn't help, there is likely something wrong with a major part of the system or OS.

[edit] Troubleshooting the Mac OS X System Software and Hardware

  • Often, problems can be introduced into the operating system during upgrades (moving from 10.4.6 to 10.4.7, etc.). Running a combined update of the system software (from Apple's site) can sometimes repair issues caused by upgrading.
  • If that didn't help, try running Repair Disk in Disk Utility (this may need to be done from a system software CD or single-user mode).
  • If Apple's default software solutions don't seem to work, move on to other options. Try running an Apple Hardware Test CD or Tech Tool Pro to see if either can find hardware issues that may be present (bad RAM or failing hard disks would be the likely culprits). If those come back negative, repairing the disk structure with a utility such as DiskWarrior could resolve issues.
    • As a note, there isn't always a perfectly prescribed order to run these utilities — knowing which will work, and when, is often due to experience (or luck), so use these as a guideline not a bible.
  • Finally, resort to reinstalling the operating system, abiding by the normal procedures for CA OS installations. Try an archive and install first. If the problem persists, do a clean install.

If all of these are tried and the problem remains, it is most likely a dying hard drive, or bad RAM, or another failing component that isn't far enough gone to be detected by hardware utilities, but is far enough gone to cause problems. Refer the computer to a Mac Specialist or supervisor.

[edit] Symptom chart(s)

SymptomDiagnosisAction
Cannot delete a file When an item has been locked, it is unable to be deleted. Occasionally an item will appear locked for no apparent reason, and this makes it extremely irritating and often very difficult to delete.
  • In Mac OS X 10.1 and later, press and hold the Shift-Option key combination while emptying the Trash to delete locked files.
  • If you still cannot delete the item, try Repair Disk Permissions: launch Disk Utility (Applications\Utilities), select the boot partition on the left, select the First Aid tab, and click Verify Disk Permissions. If any errors are detected, click on the Repair Disk Permissions button. See http://docs.info.apple.com/article.html?artnum=106712.
  • The Repair Privileges Utility may unlock files which cannot otherwise be unlocked. This utility requires Mac OS X 10.1.5. For more information, see Apple technical document 106900.

References: http://docs.info.apple.com/article.html?artnum=106272

Unexpected error when attempting to install programs Occasionally a user will encounter an "unexpected error" when they are installing new software in Mac OS X. This usually is due to RAM problems. It could be bad RAM, or just not enough of it.
  1. Check how much RAM is in the computer
  2. Boot while holding "Cmd-V" this will put it into verbose mode, and show how much RAM the mac thinks you have.
    • If these numbers are different, then you have bad RAM, and need to remove, and replace one or more of the chips.
  3. If there isnt more than 128 megabytes of RAM, add more. You can barely run OS X with 128, having at least 256 or 512 is recomended.
  4. Try reseating the RAM, or switching the slots its in.

[edit] Program highlighted in Red in Force Quit

Description of problem: After opening the Force Quit window, an application is listed in red. Programs may also be unresponsive.

Relevant Symptoms:

  • Computer hangs
  • Application hangs

Description of solution: Relaunch or Force Quit the application, as it has become unresponsive. Sometimes, it is only temporary and waiting a few minutes will be enough to fix the problem. However, if it does not resolve itself, then:

  1. Open the Force Quit window by either pressing Command-Option-Esc or going to Apple Menu->Force Quit...
  2. Select the application highlighted in red.
  3. Click Force Quit or Relaunch.

[edit] Error: iSync stops working after installing Palm Desktop

Background: iSync originally was somewhat buggy and some versions are know to break the Palm Desktop.

Procedure: Apple instructions on how to install iSync http://docs.info.apple.com/article.html?artnum=35002

[edit] Error: Cannot print in Mac OS X

Try this program: http://www.macupdate.com/info.php/id/8070

[edit] Error: Keychain does not remember application permissions in Mac OS X

Problem Description: The Keychain is used to store permissions and passwords for a user, however it can become corrupted and forget the application permissions in Mac OS X. Because of this, Apple created a program to fix the Keychain

How to use:

  • Installation
    1. Download the Keychain First Aid Program
    2. Open the Keychain First Aid.dmg file that you downloaded. This mounts the disk image file as a disk in the Computer list of volumes.
    3. Click the Finder icon in the Dock.
    4. Choose Computer from the Go menu.
    5. Open the Keychain First Aid disk.
    6. Drag the Keychain First Aid icon to any location on your hard disk.
      • The /Applications/Utilities/ folder is recommended.
    • Note: If desired, you may use the utility from the disk image without installing it on your hard disk.
  • Using Keychain Fist Aid
    1. Open the Keychain First Aid utility.
    2. Enter your Mac OS X login name and password.
    3. Choose either the Verify or Repair option.
    4. Click the Start button.
      • If you are not an Admin user, you would be prompted to authenticate as an Admin user before you would be able to repair another user's keychain. Logs can be saved to disk for further troubleshooting by choosing Save Log As from the File menu.

References: http://docs.info.apple.com/article.html?artnum=107234

[edit] Error: Frequent Kernel Panics in Mac OS X 10.2.x

Problem Description: In Mac OS 10.2.x there have been many problems reported of Kernel Panics. These are when an error shows up asking you to restart your computer, seemingly out of the blue.

Remedy:

  1. Update the computer to OS 10.2.6, these panics are usually caused by a bad USB driver.
  2. If this doesnt fix it, try taking off all unnecessary USB devices.
    • If this works, add the devices one by one and find which are causing problems.
  3. If removing the USB devices doesnt work, check the RAM, make sure it is seated propperly.
  4. If everything seems to be correct, but you still get frequent Kernel Panics, take the computer to an Apple Authorized Repair person, and have them look at it, because it could be a motherboard issue.

[edit] Error: Macintosh hangs or reboots when trying to log into Mac OS X

Description of problem: At the login screen, after selecting a user and entering the correct password the Macintosh either reboots, or hangs, giving you a wait cursor.

Relevant Symptoms:

  • Computer crashes
  • Computer hangs

Description of solution: This problem is usually caused by corrupt preference files. By renaming your preferences folder you can force OS X to recreate system preferences and allow you to log in to the Macintosh again. To rename your preferences folder:

  1. Reboot the Macintosh in Single-User mode
  2. At the command prompt type 
    /sbin/mount -uw /
  3. Type cd 
    /Users
  4. Type 
    ls
    . This will give you a directory of Users for the computer. Locate the one that has login problems.
  5. Type 
    cd USERNAME/Library/
    where USERNAME is the user found in step 4.
  6. Type 
    mv Preferences Preference.old
  7. Type 
    reboot
    this will restart the Macintosh.
  8. Login normally and see if the problem reoccurs.

Once you are able to boot into the OS you can try replacing some preferences to see if you can isolate the preference file that caused the problem.

If these solutions do not work, refer to the document http://docs.info.apple.com/article.html?artnum=106464

[edit] Startup problems in Mac OS X

For Mac OS 10.3.9 and earlier:

http://docs.info.apple.com/article.html?artnum=106464

[edit] Error: Cannot upload or download files from pantheon with Fetch

Description of problem: Fetch is unable to transfer files but is able to connect. When attempting to transfer files, the cursor shows a dog running indefinitely.

Relevant Symptoms:

  • Application hangs

Description of solution:

  1. Open Fetch.
  2. Choose Customize->Preferences.
  3. Click the Firewall tab.
  4. Check or uncheck "Use passive mode transfers".
  5. Reconnect and attempt to transfer files again.

[edit] Error: System becomes sluggish in Mac OS X with many open applications

Procedure: Mac OS X is considerably more memory-hungry than Mac OS 9. If you run several applications at the same time, quickly switiching between them and you find that the programs get paged to disk you might want to consider getting more memory for your computer. (A program is paged to disk when the computer's RAM is full, the sluggishness comes from Mac OS's frantic retrieval of all pertinent information when you switch to a program.)

[edit] Old Mac OS X

See Old Mac OS X troubleshooting for troubleshooting Mac OS X version 10.0 and using OS 9 with OS X.

[edit] Mac OS 9

see Mac OS 9 Troubleshooting

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