Apple imac 24 early 09 Service Manual

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 Apple Technician Guide

iMac (24-inch, Early 2009)

2009-03-03

 Apple Inc.

Under the copyright laws, this document may not be copied, in whole or in part, without the written consent of Apple.

Every eort has been made to ensure that the information in this document is accurate. Apple is not responsible for printing or clerical errors.

Apple 1 Innite Loop Cupertino, CA 95014-2084 USA + 1 408 996 1010 www.apple.com

Apple, the Apple logo, Mac, and Macintosh are trademarks of Apple Inc., registered in the U.S. and other countries.

iMac (24-inch, Early 2009)

Manual Updates 8

Basics

Overview 10

Product Features 10 Product Congurations 11 Safety Precautions 12 Serial Number Location 13

Troubleshooting

General Troubleshooting 15

Diagnostic LEDs 15 Sensor and Fan Connector Locations 18 Troubleshooting Theory 19 Hardware vs. Software 19 Power On Self Test (POST) 19 Firmware Updates 19 How to Reset the System Management Controller (SMC) 20 To reset the SMC on an iMac 20 Block Diagram 21

Symptom Charts 22

Startup and Power 22

No Power, Dead Unit 22 Won’t Start Up 24 Intermittent Shutdown 26 Kernel Panic, System Crashes 28 No Video 30 Corrupted Video 32 Burnt Smell/Odor 34 Uncategorized Symptoms 35

Display 36

Backlight Issue/No Backlight 36 Noise / Unstable Flickering 39 LCD Image Issues 42 Incorrect/Missing Colors 43

Distorted/Blurred Image 44 Pixel Anomalies 47 Vertical/Horizontal Lines 48 Non-Uniform Brightness 50 Cosmetic Defects 51 Uncategorized Symptoms 51

Mass Storage 52

Hard Drive Not Recognized 52 Hard Drive Read/Write Error 54 Hard Drive Noisy 55 Optical Drive Not Recognized 57 Optical Drive Won’t Accept/Eject Media 58 Optical Drive Read/Write Error 60 Optical Drive Not Performing to Specications 61 Optical Drive Noisy 62 Uncategorized Symptoms 64

Communications 65

AirPort/Bluetooth Issues 65 AirPort Card Kernel Panic 67 Ethernet Port/Device Issue 68 Wireless Input Device Doesn’t Pair 69 Wireless Input Device Loses Connection 71 Uncategorized Symptoms 73

Input/Output Devices 74

Apple Remote Inoperable 74 Audio: Microphone 76 Audio: Built-in Speakers Have Distorted Sound 77 Audio: Built-in Speakers Have No Audio 79 Camera Issues 81 FireWire Devices Not Recognized 82 USB Devices Not Recognized 84 Wired Keyboard Does Not Function Properly 86 Keyboard: Specic Keys Do Not Respond 88 Wired Keyboard/Mouse Not Recognized 88 Uncategorized Symptoms 90

Mechanical 91

Noise/Hum/Vibration 91 System Runs Hot 94 Stand/Hinge Issues 95 Physical Damage 96 Uncategorized Symptoms 96

Take Apart

General Information 98

General Tools 98 Opening the Unit 98 Required Special Tools for Glass Panel 98 Cleaning Tools Starter Kit 99 Cleaning Tool Resources 99 Cleaning & Handling the Glass Panel 100 Do’s and Don’ts 100 Handling a Broken Glass Panel 100 Safety 101 Logic Board Handling 102 Serial Number Location 103 Reassembly Steps 103 Screw Sizes 103

Access Door 104

Memory 106

Removal 107 Reassembly 107

Glass Panel 108

Removal 109 Reassembly 110

Front Bezel 114

Removal 115 Reassembly 117

Camera 118

Battery 120

Removal 121 Reassembly 121

IR Board 122

AirPort Extreme Card 124

Bluetooth Board 126

LCD Display Panel 128

Ambient Temp Sensor 132

Left Speaker 134

LVDS Display Cable 136

Right Speaker 138

Inverter Cable 140

Optical Drive Fan 142

CPU Fan 144

Power Supply 146

Hard Drive 149

Removal 150 Reassembly 152

Hard Drive Sensor Cable 154

Optical Drive 156

Optical Data Cable 159

Optical Sensor Cable 161

Logic Board 163

Removal 164 Reassembly 166 Handling Logic Boards 167

Video Card 168

Hard Drive Fan 171

Audio Board 173

Hard Drive Data Cable 175

Mechanism Cover 177

Stand 179

Removal 180 Reassembly 181

Mechanism 183

Chassis 185

Camera Cable 187

Microphone Cable 189

Cable, DC,Power Supply/SATA 191

Rear Housing 194

Views

Exploded View 197

Screw Chart 199

Internal Views 202

I/O Ports 204

Manual Updates

Manual introduced 3 March 2009.

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iMac (24-inch, Early 2009) Basics — Manual Updates 8

 Apple Technician Guide

Basics

iMac (24-inch, Early 2009)

Overview

2009-03-03

Product Features

The iMac (24-inch, Early 2009) computer features include:

Increased processor speeds: 2.66, 2.93, 3.06GHz• Ultrafast NVIDIA graphics• Mini DisplayPort• Four USB 2.0 ports• One FireWire 800 port• Increased hard drive capacity: 64• 0/1TB

Double the memory, 4GB of memory standard•

iMac (24-inch, Early 2009) Basics — Overview 10

Product Congurations

To conrm the conguration from the Apple menu, choose About This Mac. The processor listing will show the speed of the processor followed by the processor type.

The following table shows the iMac (24-inch, Early 2009) model congurations at introduction:

Feature Better Best Ultimate

Intel Intel Core 2 Duo processor

Memory 4GB (2 x 2GB SO-DIMMs) 1066 MHz DDR3 (CTO: Up to 8GB) Hard Drive, Serial

ATA Optical Drive 8x SATA SuperDrive

Display 24” wide 1920 x 1200 94.1 ppi:IPS 400 nits, 14 lamps, glossy

2.66 GHz, 1066MHz frontside bus, 6MB shared L2 cache

640GB , 7200 rpm, (CTO: Up to 1TB) 1TB (7200 rpm

2.93GHz/3.06 GHz (CTO)

3.06GHz

Graphics NVIDIA GeForce 9400M with 256MB of

shared DDR3 memory

Audio I/O Combo digital/analog in, Combo digital/heaphone out, Mic, Stereo

speakers, 4 channel audio

Wireless Mini PCIe 802.11a/b/g/n, Bluetooth 2.1 Input Devices Wired mouse, no remote, no modem Wired keyboard

I/O Four USB 2.0 ports, two USB 2.0 ports on keyboard, one FW 800, Mini

DisplayPort

Video I/O Built-in iSight camera, MiniDisplayPort output for DVI, dual-link DVI, and

VGA video (requires adapters, sold separately)

Power Supply 250W universal supply

NVIDIA GeForce GT 120 with 256MB of GDDR3 memory, (CTO: NVDIA GeForce GT 130 or ATI Radeon HD 4850 with 512MB of GDDR3 memory)

and mouse, wireless (CTO)

NVIDIA GeForce GT 130 with 512MB of GDDR3 memory, (CTO: ATI Radeon HD 4850 with 512MB of GDDR3 memory)

Wireless keyboard and mouse

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iMac (24-inch, Early 2009) Basics — Overview 11

Safety Precautions

Warning: HIGH VOLTAGE: The AC/DC power supply PCB remains powered up whenever the

system is plugged in, whether or not the system has been turned on. Use extreme caution when troubleshooting the system with the front bezel removed.

WARNING: If the computer is shut down by removing the power cord, allow the power supply

a good 2-3 minutes to discharge the capacitors before handling it. However, if you select “Shut Down” via the Apple menu, the computer will discharge the power supply capacitor almost immediately.

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iMac (24-inch, Early 2009) Basics — Overview 12

Serial Number Location

The iMac (24-inch, Early 2009) serial number is located on the base of the stand. When replacing a stand, transfer the serial number to the new stand.

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iMac (24-inch, Early 2009) Basics — Overview 13

 Apple Technician Guide

Troubleshooting

iMac (24-inch, Early 2009)

General Troubleshooting

Diagnostic LEDs

Depending on the iMac model, it has either three or four built-in diagnostic LEDs on the main logic board that can help you to troubleshoot the computer. The LEDs are located to the right of the battery. Refer to the next two pages for close-up pictures of the troubleshooting LEDs.

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iMac (24-inch, Early 2009) — General Troubleshooting 15

LED #1

Indicates that the trickle voltage from the power supply has been detected by the main • logic board. This LED will remain ON whenever the iMac is connected to a working AC power source. The LED will remain on even when the computer has been shut down or put to sleep. The LED will turn o only if the AC power source is disconnected or the power supply is faulty.

LED #2

Indicates that the main logic board has detected proper power from the power supply • when the computer is turned on. This LED will be ON when the computer is turned on and the power supply is working correctly.

LED #3

Indicates that the computer and the video card are communicating. This LED will be ON • when the computer is communicating properly with the video card. If LEDs 1 and 2 are ON and you heard the startup sound, but LED 3 is OFF, then the video card might be installed incorrectly or need replacement. Note: this LED is not used on systems with the integrated graphics.

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iMac (24-inch, Early 2009) — General Troubleshooting 16

LED #4

Indicates that the computer and the LCD display panel are communicating. This LED will be • ON when the computer is turned on and video signal is being generated. If the LED is ON and there is no image on the LCD display panel, the LCD display panel or inverter might be installed incorrectly or need replacement.

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iMac (24-inch, Early 2009) — General Troubleshooting 17

Sensor and Fan Connector Locations

Ambient temp sensor and fan connector locations are shown below. Ensure cables are correctly routed and the sensors and fans are properly connected. If a sensor or fan is faulty or not connected, Apple Hardware Test will generate an error code.

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iMac (24-inch, Early 2009) — General Troubleshooting 18

Troubleshooting Theory

For a review of basic troubleshooting theory, refer to:

http://service.info.apple.com/service_training/en/006/troubleshoot/

Hardware vs. Software

For information on how to isolate a hardware issue from a software issue, refer to the following Apple Knowledge Base article:

kBase #TS1388: Isolating issues in Mac OS X

For information on how to troubleshoot a software issue, refer to the following Apple Knowledge Base article:

kBase #HT1199: Mac OS X: How to troubleshoot a software issue

Power On Self Test (POST)

Intel-based Mac computers such as the iMac rely on a combination of tones and blinking LEDs to display Power On Self Test (POST) error codes.

If the computer detects out-of-specication or no SDRAM or the RAM installed does not • meet the appropriate specications, the screen will remain black but the computer will beep This error condition may be due to physically damaged RAM, installing the incorrect type of RAM, or not having RAM installed. Some RAM may appear to pass the Power-On-Self-Test (POST) but still cannot be used by • the operating system. In this case, the computer will display a gray screen, sound three tones and repeat the tones until the computer is turned o. The solution to both of these situations is to rst re-seat the memory and test the computer • again. If the memory fails the POST test again, try memory that has been veried to work correctly on another system (i.e., “known-good”) or order new memory.

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Firmware Updates

Firmware is the name given to software that is written into memory circuits such as ash memory, that will hold the software code indenitely, even when power is removed from the hardware. Firmware on Intel Mac computers is designed to be updated if necessary through a software update.

Information about rmware versions for Intel Macs can be found in Knowledge Base article

303880 Mac OS X: Firmware Updates for Intel-based Macs.

iMac (24-inch, Early 2009) — General Troubleshooting 19

How to Reset the System Management Controller (SMC)

The System Management Controller (SMC) is a chip on the logic board that controls all power functions for your computer. If your computer is experiencing any power issue, resetting the SMC may resolve it. The SMC controls several functions, including:

Telling the computer when to turn on, turn o, sleep, wake, idle, and so forth.• Handling system resets from various commands.• Controlling the fans.•

Note that resetting the SMC does not reset the PRAM. Resetting the SMC will not resolve issues in which your computer is unresponsive—in these situations, restarting your computer will generally suce. If your computer isn’t responding, perform these steps one at a time, in this order, until the issue has been resolved:

Force Quit (Option-Command-Escape).1.

Restart (Control-Command-Power).2.

Force Shut Down (press the power button for 10 seconds).3.

Resetting the SMC can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so forth. If your computer still exhibits these types of issues after you’ve restarted the computer, try resetting the SMC.

To reset the SMC on an iMac

From the Apple menu, choose Shut Down (or if the computer is not responding, hold the 1. power button for approximately ten seconds until it powers o).

Unplug all cables from the computer, including the power cord.2.

Wait at least 15 seconds. The SMC reset occurs automatically once the iMac has been 3. unplugged from the AC power source for several seconds.

Plug the power cord back in, making sure the power button is not being pressed at the 4. time.

Reconnect your keyboard and mouse to the computer.5.

Press the power button on the back to start up your computer.6.

Note: The iMac does not have a button on the main logic board for resetting the SMC, which eliminates the need to remove the computer’s cover to reset it (as required for some other models).

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iMac (24-inch, Early 2009) — General Troubleshooting 20

MLB

MXM

(optional in 24”)

Temperature

Sensor

(if MXM present)

Ambient

Temperature

Sensor

802.11n

Antenna

Bluetooth

Antenna

Display

Temperature

Sensor

AC/DC

Temperature

Sensor

Hard Drive

Temperature

Sensor

Optical Drive

HD Fan

ODD Fan

CPU Fan

SO-DIMM SO-DIMM

Speaker

IR Sensor

Audio Board

Power Button

AC Inlet

Camera

Microphone

Inverter

Temperature

Sensor

PCIe x1

DDR3-1066 DDR3-1066

USB 2.0USB 2.0

USB 2.0

SATA II

24V

Antenna

Block Diagram

Refer to this diagram to see how modules are interrelated.

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iMac (24-inch, Early 2009) — General Troubleshooting 21

Symptom Charts

Follow the steps in the order indicated below. If an action resolves the issue, retest the system to verify.

Startup and Power

No Power, Dead Unit

Unlikely cause: speakers

Quick Check

Symptoms Quick Check

No Power, Dead Unit

No power• No fan spin• No startup chime• No image on external display• No hard drive or optical drive • activity Caps Lock LED on wired • keyboard doesn’t light when pressed.

Verify power source.1. Verify power cable.2. Listen closely for signs of activity from system 3.

including: rotating fans, hard drive or optical drive activity, startup chime, etc.

Deep Dive

Check Result Action Code

Power ON system. Verify if 1. there is any indication that the system has powered up (fan rotation, hard drive or optical drive noise, backlight turns on).

Yes The symptom is powering

up. Jump to Won’t Start Up

symptom ow.

No Go to step 2.

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iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 22

Remove front bezel and locate 2. diagnostic LED’s on logic board. Plug power cord into system. Verify whether diagnostic LED #1 turns ON.

Yes Trickle voltage being supplied

by power supply. Go to step 3.

No Replace power supply.

Press power button while 3. monitoring diagnostic LED’s. Does diagnostic LED #2 turn ON and remain ON after pressing the power button?

Disconnect power then remove 4. power supply and carefully inspect AC inlet and DC output connectors and cables for damage or poor connections. Were any problems identied?

Inspect power button and 5. verify that it is properly connected to the logic board.

Disconnect power button 6. from logic board and verify continuity between two pins when power button is pressed.

Yes Power supply functioning and

logic board detects supply voltages. Jump to Won’t Start

Up symptom ow.

No Go to step 5.

Yes Replace damaged part. P16

No Go to step 5.

Yes Visual inspection OK.

Go to step 6.

No Reconnect power button.

X14

Replace rear housing (which includes power button) or logic board if damage is present.

Yes Power button is functioning

correctly. Go to step 6.

No Power button faulty. Replace

X16

rear housing which includes power button.

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Press power button and verify 7. whether system turns ON.

Yes Power supply is functioning.

If system still does not boot jump to Won’t Start Up

symptom ow.

No Replace power supply. Retest. P01

Note: If No Power symptom persists after all steps have been followed use Minimum Conguration troubleshooting to proceed. Try disconnecting the hard drive, optical drive, AirPort, and Bluetooth modules to determine if one of them is preventing the power supply from functioning.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 23

Won’t Start Up

Quick Check

Symptoms Quick Check

Won’t Start Up

No startup chime.• Error tones during startup.• Grey screen with fan noise, or • other noise. Will not progress beyond • Apple logo or spinning gear.

Isolate OS by starting up from original install 1. media for the computer, the same make and model computer in Target Disk Mode, or compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk.

Reset SMC and PRAM to clear any stored, 2. corrupted information.

Start up in Safe Mode by holding the shift key 3. down during startup to load only required kernel extensions and disable all startup and login items. See KBase article

http://support.apple.com/kb/HT1564

If system generates error tones there may be an 4. issue with the SDRAM. See KBase article

http://support.apple.com/kb/HT2341

Identifying when in the startup process the 5. computer hangs can help isolate the issue. See KBase article

http://support.apple.com/kb/HT2674

for information on the Macintosh startup sequence, error codes and symbols used.

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Deep Dive

Check Result Action Code

Boot the computer to Apple 1. Hardware Test on the Install DVD. Does the computer boot up to this volume?

Remove the installed SDRAM, 2. and test with known-good SDRAM. Does the computer startup properly now?

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 24

Yes Run the extended tests

and proceed with results. If AHT passes or boots with a memory error, go to step 2.

No Go to step 2.

Yes SDRAM issue. Replace SDRAM.

Issue resolved.

No Go to step 3.

X02

Remove the coin battery on 3. the logic board, and leave out for approximately 1 minute. Then reinstall the battery. This will reset the logic board. Does the computer startup properly now?

Yes Issue resolved by logic board

reset. Measure DC voltage on the battery touching the battery with the red probe, and grounding with the black probe. If voltage is 2.7v or less, replace the battery. See KBase article http://support.apple.

com/kb/HT3250 for details

on using a digital multi-meter.

No Go to step 4.

Remove AirPort card and test. 4. Does the computer startup properly now?

Disconnect the hard drive SATA 5. cable and startup to the Install DVD on the optical drive, or an external volume. Does the computer startup properly now?

Disconnect the optical drive 6. and test. Does the computer start without kernel panic now?

Yes Go to AirPort Card Kernel

Panic symptom ow.

No Go to step 5.

Yes Go to Hard Drive Not

Recognized symptom ow.

No Go to step 6.

Yes Go to Optical Drive Not

Recognized symptom ow.

No Replace logic board. M02

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iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 25

Intermittent Shutdown

Quick Check

Symptoms Quick Check

Intermittent Shutdown

Powers o during startup.• Powers o during desktop use.• Computer restarts • spontaneously. Powers o when waking from • sleep.

Isolate OS by starting up from original Install 1. media for the computer, the same make and model computer in Target Disk Mode, or compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk.

Reset SMC and PRAM to clear any stored, 2. corrupted information.

Start up in Safe Mode by holding the shift key 3. down during startup to load only required kernel extensions and disable all startup and login items. See KBase article

http://support.apple.com/kb/HT1564

Open System Preferences > Energy Saver > 4. Schedule and make sure that a ‘Shut Down’ event is not scheduled.

Make sure that power cord is securely attached to 5. the back of the computer, and is not hindered by a desk or other furniture.

Plug the computer directly into an AC outlet to 6. test whether a surge protector, outlet strip, or UPS is causing the issue.

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Deep Dive

Check Result Action Code

Verify improper shutdown 1. by opening the system.log located in /var/log. Filter the log for “shutdown cause”. Entries of value “0” or a negative value indicate an improper shutdown. Did you nd entries of improper shutdown?

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 26

Yes Determine if user caused

improper shutdown. Use known-good AC power cord and AC outlet. Go to step 2.

No Revisit Quick Check examples

for possible software issues. Check if user is running other automating software that may be shutting down system. Verify issue and jump to appropriate symptom ow. No repair needed under current symptom ow.

With known-good AC power 2. cord and AC outlet, does the unit continue to shutdown?

Yes Go to step 3.

No AC power cord / outlet issue.

Issue resolved.

X03

Disconnect the hard drive 3. power cable from the hard drive and start the machine from the Install DVD, the same make and model computer in Target Disk Mode, or compatible known-good OS on an external drive. Does the computer continue to shutdown?

Inspect and reseat DC power 4. cable and AC inlet connections to power supply and logic board. Was damage observed on the cables or connectors.

Install known-good power 5. supply. Does system continue to restart or shutdown?

After logic board replacement. 6. does the computer continue to shutdown?

Yes Go to step 4.

No Possible bad software or hard

drive. Go to Hard Drive Not Recognized symptom ow.

Yes Replace damaged cable.

Retest. Return to step 1 if problem continues.

No Go to step 5.

Yes Reinstall original power

supply. Replace logic board. Go to step 6.

No Power supply issue.

Issue resolved.

Yes Use Minimum Conguration

troubleshooting to isolate failed module.

X03

P02

2009-03-03

No Logic board issue.

M08

Issue resolved.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 27

Kernel Panic, System Crashes

Quick Check

Symptoms Quick Check

Kernel Panic, System Crashes

Kernel Panic on startup or • desktop use. System freeze during use.• System freeze upon wake from • sleep.

Isolate OS by starting up system from original 1. Install media for the computer, the same make and model computer in Target Disk Mode, or compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk.

Ensure that all software and rmware updates 2. for the computer have been installed to take advantage of any available bug xes.

Reset SMC and PRAM to clear any stored, 3. corrupted information.

Start up in Safe Mode by holding the shift key 4. down during startup to load only required kernel extensions and disable all startup and login items. See KBase article

http://support.apple.com/kb/HT1564

Check the panic.log, located /Library/Logs/5. Panicreporter, for information in the backtrace that may give clues about the kernel panic.

For more information on kernel panics refer to 6. KBase article

http://support.apple.com/kb/HT1392

2009-03-03

Deep Dive

Check Result Action Code

Boot the machine to Apple 1. Hardware Test on the Install DVD. Does the computer boot up to this volume?

Remove all peripheral devices 2. including the keyboard and mouse. Does computer start without kernel panic?

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 28

Yes Run the extended tests and

proceed with results. If AHT passes or boots with a kernel panic, go to step 2.

No Go to step 2.

Yes Add peripheral devices one at

a time until the kernel panic repeats. Replace the device causing the issue.

No Go to step 3.

Use known-good SDRAM in 3. the system. Does the computer start without kernel panic now?

Yes Install user’s SDRAM and test.

If kernel panic repeats, replace SDRAM. Verify that the correct SDRAM is being used.

No Go to step 4.

X01

Remove AirPort card and 4. test. Does the computer start without kernel panic now?

Disconnect the hard drive SATA 5. cable and startup to the Install DVD on the optical drive, or an external volume. Does the computer start without kernel panic now?

Disconnect the camera/6. microphone cable. Does the computer start without kernel panic now?

Disconnect the audio board 7. and test. Does the computer start without kernel panic now?

Disconnect the optical drive 8. and test. Does the computer start without kernel panic now?

Yes Go to AirPort Card Kernel

Panic symptom ow.

No Go to step 5.

Yes Go to Hard Drive Not

Recognized symptom ow.

No Go to step 6

Yes Go to Defective Camera

symptom ow.

No Go to step 7.

Yes Replace audio board. X99

No Go to step 8.

Yes Go to Optical Disc Drive Not

Recognized symptom ow

No Replace logic board.

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iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 29

No Video

Unlikely cause: hard drive, optical drive, speakers, camera, microphone

Quick Check

Symptoms Quick Check

No Video

No image.• Backlight failure.•

Check brightness setting.1. For no-video issues, connect an external 2.

display to verify whether iMac video circuitry is functioning. If image appears on external display go to Backlight Issue/No Backlight symptom ow.

Reset SMC.3.

Deep Dive

Check Result Action Code

Verify boot chime present and 1. fans running when system powered ON. (Reset SMC and clear PRAM if necessary for proper boot up.)

Verify whether image is visible 2. on LCD panel.

Yes Power ON self test OK. Boot

sequence started. Go to step 2.

No Go to Won’t Start Up

symptom ow.

Yes Video present. Verify system

functionality and return to user or jump to appropriate troubleshooting ow.

2009-03-03

Connect supported external 3. display. Verify whether image appears on external display when system is booted.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 30

No Go to step 3.

Yes External display detected by

system. Video circuitry on logic board functional. Go to No Video symptom ow.

No Go to step 4.

Remove the glass panel 4. and front bezel. Locate the

diagnostic LEDs on the logic

board. Verify that LED #3 turns on shortly after the system powers on.

Yes Logic board communicating

with video card. Go to step 5.

No Remove, inspect, and reseat

video card then power ON system If LED #3 does not turn ON replace video card and repeat step 4. If problem continues replace logic board.

M03

Locate the 5. diagnostic LEDs on the logic board. Verify that LED #4 turns on shortly after the system powers on.

Remove the glass panel 6. and front bezel. Locate the

diagnostic LEDs on the logic

board. Verify that LED #4 turns on shortly after the system powers on.

Yes Video card functional and

communicating with LCD panel. Go to ‘Backlight Issue/ No Backlight’ symptom ow.

No Replace LVDS cable.

Yes Video card functional and

communicating with LCD panel. Go to ‘Backlight Issue/ No Backlight’ symptom ow.

No Video card unable to

communicate with LCD panel. Replace LVDS cable rst, then LCD panel if needed. Retest.

M03

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iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 31

Corrupted Video

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Corrupted Video

Text and graphics appear fuzzy• Image corrupted•

Deep Dive

Set System Preferences/Display LCD panel to 1. native resolution. Non-native resolutions are unable to produce optimal clarity.

Make sure all relevant software updates have 2. been applied. Graphics driver updates may be included with software updates.

When the issue occurs take a screenshot of the 3. display (Command-Shift-3). View the screen shot le on another known-good computer. If the image corruption can be seen in the screenshot then the issue is with the video drivers, software, or video/logic board. If the issue cannot be seen in the screenshot then the LCD panel and LVDS cable should be tested further.

Clean the outside surface of glass pane4. l using

provided cleaning cloth. Boot from install DVD or another known-good 5.

volume to determine whether a potential software/driver issue exists.

2009-03-03

Check Result Action Code

Boot from Install DVD and 1. verify whether issue is still visible.

Verify whether issue is visible 2. on an external display attached to the DisplayPort.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 32

Yes Go to step 2.

No Issue likely caused by

software or driver issue. Troubleshoot for software issues. Make sure all software updates have been installed.

Yes Issue is NOT caused by

internal LCD display. Go to step 3.

No Go to step 6.

Remove video card, inspect 3. connector for damage or corrosion then reinstall. Verify whether issue still occurs. (24-inch iMac only), (20-inch iMac has no separate video card)

Yes Replace video card.

Go to step 4.

No Issue likely caused by poor

connection. Return computer to user.

M24

Verify whether issue is still 4. present with replacement video card installed. (24-inch iMac only); (20-inch iMac has no separate video card))

Verify whether issue is still 5. present with replacement logic board installed.

Inspect glass panel. Verify 6. whether issue is caused by condensation or contaminants on the inside surface of the glass panel.

Yes Replace logic board. Reinstall

M04

the user’s original video card. Go to step 5.

No Issue resolved with

M04

replacement video card.

Yes Return to step 1 and retest. X04

No Issue resolved with

M04

replacement logic board.

Yes Contamination can be

cleaned from glass using iMac glass cleaning procedures. Identify possible contamination sources (nearby cigarette/cooking smoke, heavy airborne dust, etc.) to prevent recurrence. Condensation should dissipate after computer has been running for several hours.

2009-03-03

Remove LVDS cable from 7. display and logic board and carefully verify whether there is damage to the cable or connectors.

Verify whether issue is still 8. visible after reinstalling LVDS cable.

Verify whether issue is still 9. present with replacement LCD panel installed.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 33

No Go to step 7.

Yes Replace LVDS cable.

No Reinstall LVDS cable.

Go to step 8.

Yes Replace LCD panel.

Go to step 9.

No Issue resolved with

replacement logic board.

Yes Return to step 1 and retest.

No Issue resolved with

replacement LCD panel.

M04

L04

Burnt Smell/Odor

Unlikely cause: speakers, microphone, enclosure

Quick Check

Symptoms Quick Check

Burnt Smell/Odor

Burning smell• Unusual odor•

Verify source of smell/odor is emanating from the 1. system.

If system is new refer to KBase article 2.

http://support.apple.com/kb/TA22044

for information on new computer odors. Disconnect all third party devices and conrm 3.

whether the odor is being generated by the device.

Inspect air intake and air outlets for obstructions. 4. To prevent overheating make sure there is sucient clearance to allow air to ow unobstructed into and out of the system.

Verify whether system is functional.5.

Deep Dive

Check Result Action Code

Verify whether the source of 1. the odor can be identied by visually inspecting each module and it’s associated cables for signs of burned or damaged components, smoke residue, burned traces, or melted or damaged wiring,

Yes Replace aected module(s).

Go to step 2

No Unable to locate source of

odor. Go to step 3.

P08

2009-03-03

Disconnect all 3rd party devices 2. and cables. Power ON system and verify whether smoke or strong odor returns.

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 34

Yes Power down system

immediately. Go to step 3.

No System functions correctly.

Verify system functionality with 3rd party devices and cables and return system to user if problem has been resolved. Consult 3rd party companies as needed for issues with those products.

Can the source of the odor be 3. located using nose?

Yes Replace aect module(s) and

No Contact Apple for assistance

Uncategorized Symptoms

Quick Check

Symptoms Quick Check

P08

retest system.

if you feel that there is a possible safety issue with the computer that has not been resolved in the previous steps.

Uncategorized Symptoms

Unable to locate appropriate • symptom code.

Make sure system is plugged into a known-good 1. outlet.

Listen for boot chime, fan, optical drive, or hard 2. drive noise which indicates system is powering up. If noise is heard, go to Won’t Start Up

symptom ow. If no noise is heard go to No Power symptom ow.

Attempt to boot from Install DVD to isolate 3. possible software issues.

Deep Dive

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback2@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

N99

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Startup and Power 35

Display

Backlight Issue/No Backlight

Unlikely cause: hard drive, optical drive, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Backlight Issue/No Backlight

No image• Partial backlight failure• Backlight ickers• Display dim•

Check System Preferences > Displays > Brightness 1. control setting is above minimum.

For no image issues connect an external 2. display to verify whether iMac video circuitry is functioning. Go to ‘No video’ symptom ow if no image is visible on external display.

Deep Dive

Check Result Action Code

Verify boot chime present and 1. fans running when system powered ON. (Reset SMC and clear PRAM if necessary for proper boot up.)

Verify whether image is visible 2. on LCD panel.

Yes Power ON self test OK. Boot

sequence started. Go to step

No Go to ‘Won’t Start Up’

symptom code ow.

Yes Video present. Verify system

functionality and return to user or jump to appropriate troubleshooting ow.

2009-03-03

Connect supported external 3. display. Verify whether image appears on external display when system is booted.

No Go to step 3.

Yes External display detected by

system. Video circuitry on logic board functional. Go to step 4.

No Go to ‘No video/Bad Video’

symptom code ow.

iMac (24-inch, Early 2009) Symptom Charts — Display 36

Verify if LCD backlight is ON 4. by looking for faint glow from display when viewed in darkened room with brightness set at maximum.

Yes Internal LCD panel backlight

is functioning. Go to step 6

No Go to step 5

Shine bright (low heat) 5. ashlight onto the front of the LCD. With the system powered ON verify whether a faint image is visible.

Power ON system. Verify 6. whether image is visible on LCD panel.

Remove screws securing LCD 7. panel and inspect LVDS cable and connections for damage. Reinstall. Power ON system. Verify whether image is visible on LCD display.

Yes LCD panel functional but

backlight is not ON. Inspect and reseat four backlight bulb connectors connecting LCD panel to inverter, and inverter connection to logic board. Go to step 6 (20-inch iMac only)

No No image or backlight. Go to

step 7.

Yes Issue resolved by cable reseat.

Return computer to user.

No Replace inverter. Retest. Go to

step 7 if issue is still present. (20-inch iMac only)

Yes Issue cause by loose LVDS

connection. Verify system functionality and return system to user.

No Connecting external display

in earlier step conrmed that logic board video circuitry is functioning. Replace LVDS cable rst, then LCD panel if the issue persists. Retest.

M24

L03

M24

L03

2009-03-03

Deep Dive

Check Result Action Code

Verify boot chime present and 1. fans running when system powered ON. (Reset SMC and clear PRAM if necessary for proper boot up.)

Verify whether image is visible 2. on LCD panel.

Yes Power ON self test OK. Boot

sequence started. Go to step

No Go to ‘Won’t Start Up’

symptom code ow.

Yes Video present. Verify system

functionality and return to user or jump to appropriate troubleshooting ow.

No Go to step 3.

iMac (24-inch, Early 2009) Symptom Charts — Display 37

Connect supported external 3. display. Verify whether image appears on external display when system is booted.

Yes External display detected by

system. Video circuitry on logic board functional. Go to step 4.

No Go to ‘No video/Bad Video’

symptom code ow.

Verify if LCD backlight is ON 4. by looking for faint glow from display when viewed in darkened room with brightness set at maximum.

Shine bright (low heat) 5. ashlight onto the front of the LCD. With the system powered ON verify whether a faint image is visible.

Power ON system. Verify 6. whether image is visible on LCD panel.

Remove screws securing LCD 7. panel and inspect LVDS cable and connections for damage. Reinstall. Power ON system. Verify whether image is visible on LCD display.

Yes Internal LCD panel backlight

is functioning. Go to step 6

No Go to step 5

Yes LCD panel functional but

backlight is not ON. Inspect and reseat connectors connecting LCD panel to logic board. Go to step 6

No No image or backlight. Go to

step 7.

Yes Issue resolved by cable reseat.

Return computer to user.

No Replace inverter. Retest. Go to

step 7 if issue is still present.

Yes Issue cause by loose LVDS

connection. Verify system functionality then return system to user.

No Connecting external display

in earlier step conrmed that logic board video circuitry is functioning. Replace LVDS cable rst, then LCD panel if the issue persists. Retest.

M24

L03

M24

L03

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Display 38

Noise / Unstable Flickering

Unlikely cause: camera, microphone

Quick Check

Symptoms Quick Check

Noise / Unstable Flickering

Unstable image• Flickering image• Humming noise from display• High frequency noise from • display

Verify that intake vent on the bottom of the 1. system is not obstructed.

Inspect system for 3rd party software that is 2. being used to set fan speeds to a higher than normal RPM. Some users may use this software to monitor and control internal temperatures potentially causing higher fan speeds to generate higher than expected noise levels.

Deep Dive

Check Result Action Code

Verify if user issue is due to 1. ickering or an unstable image on the LCD.

Connect a supported external 2. display to the DisplayPort. Verify whether issue occurs with external display.

Yes Suspected ickering issue, go

to step 2

No For audible noise issues go to

step 8. All other issues go to appropriate symptom ow.

Yes Suspect issue with video

circuitry. Got to ‘Corrupted

Video’ symptom ow.

No Video circuitry OK. Go to step

2009-03-03

Disconnect and carefully 3. inspect the LVDS and backlight bulb connections for signs of damage, corrosion, or pinched wires. Were any problems observed? (20-inch iMac only)

Yes Replace damaged cable(s)

where needed, otherwise reattach connectors. Retest. (20-inch iMac only)

No Go to step 4.

iMac (24-inch, Early 2009) Symptom Charts — Display 39

L06

Power ON system and verify 4. whether the issue still occurs.

Yes If connections are secure and

the display is still ickering, go to step 5.

No Issue was caused by a poor

connection between display and logic board or inverter (20-inch iMac only). Return computer to user.

Shine bright (low heat) 5. ashlight into the front of the LCD. Verify if an image is being displayed when ickering issue is occurring.

Verify whether noise varies 6. when adjusting the brightness level up and down.

Verify whether noise can be 7. heard when computer is set up with user seated in normal user position. Adjusting the brightness level up and down may be necessary to recreate the issue.

Yes Image present but backlight

L06

is ickering. Replace inverter then retest. (20-inch iMac only)

No Replace LCD panel then

L06

retest.

Yes Noise appears to be

generated by the LCD panel or backlight circuitry. Go to step 7.

No Noise is from another source.

Go to ‘Noise/Hum/vibration’ symptom ow.

Yes Replace inverter. Go to step 8. L06

No Noises that are not audible

from the normal user position are considered acceptable. Return computer to user.

2009-03-03

Verify whether noise is still 8. present.

Yes Replace LCD display. Retest. If

L06

noise is still present jump to ‘System too noisy’ symptom ow.

No Noise issue resolved. Return

L06

computer to user.

iMac (24-inch, Early 2009) Symptom Charts — Display 40

Deep Dive

Check Result Action Code

Verify if user issue is due to ickering or an unstable image on the LCD.

Connect a supported external display to the DisplayPort. Verify whether issue occurs with external display.

Disconnect and carefully inspect the LVDS and backlight connection to the logic board for signs of damage, corrosion, or pinched wires. Were any problems observed?

Power ON system and verify whether the issue still occurs.

Yes Suspected ickering issue, go

to step 2

No For audible noise issues go to

step 8. All other issues go to appropriate symptom ow.

Yes Suspect issue with video

circuitry. Got to ‘Corrupted Video’ symptom ow.

No Video circuitry OK. Go to step

Yes Replace damaged cables if

needed , otherwise reattach connectors. Retest.

No Go to step 4.

Yes If connections are secure and

the display is still ickering, go to step 5.

L06

While ickering issue is occurring shine a bright (low heat) ashlight onto the front of the LCD. Verify if an image is being displayed while the ickering issue is occurring.

Verify whether noise varies when adjusting the brightness level up and down.

No Issue was caused by a poor

connection between display and logic board or inverter (20-inch iMac only). Return computer to user.

Yes Image present on display, but

backlight bulbs are ickering. Replace LCD panel then retest.

No Replace LCD panel then

retest.

Yes Noise appears to be

generated by the LCD panel or backlight circuitry. Go to step 7.

No Noise is from another source.

Go to ‘Noise/Hum/vibration’ symptom ow.

L06

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Display 41

Verify whether noise can be heard when computer is set up with user seated in normal user position. Adjusting the brightness level up and down may be necessary to recreate the issue.

Yes Replace LCD panel. Go to step

No Noises that are not audible

from the normal user position are considered acceptable. Return computer to user.

L06

Verify whether noise is still present. Yes Replace LCD display. Retest. If

noise is still present jump to ‘System too noisy’ symptom ow.

No Noise issue resolved. Return

computer to user.

LCD Image Issues

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptom Quick Check

LCD Issues

Incorrect/missing colors• Distorted/blurred image• Pixel anomalies• Vertical/horizontal lines • Non-uniform brightness•

Allow display to reach normal operating 1. temperature for about 15 minutes before evaluating front-of-screen performance.

Check display preferences for use of custom 2. display prole.

Check brightness setting.3.

L06

2009-03-03

Clean glass panel while checking for dust/debris.4.

Deep Dive: General

Check Result Action Code

Verify if issue is incorrect/1. missing colors.

Verify if issue is distorted/2. blurred image.

Yes Go to incorrect/missing

colors.

No Go to step 2.

Yes Go to distorted/blurred

image.

No Go to step 3.

iMac (24-inch, Early 2009) Symptom Charts — Display 42

Verify if issue is bright or dark 3. pixel anomalies.

Yes Go to pixel anomalies.

No Go to step 4.

Verify if issue is vertical or 4. horizontal lines.

Verify if issue is non-uniform 5. brightness.

Yes Go to vertical/horizontal

lines.

No Go to step 5.

Yes Go to non-uniform

brightness.

No LCD functioning OK. Return

to appropriate symptom chart if user issue is still present.

Incorrect/Missing Colors

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Incorrect/Missing Colors

Wrong color display• Color/contrast issues•

Allow display to reach normal operating 1. temperature for about 15 minutes before evaluating front of screen performance.

Verify that System Preferences/Display settings 2. are congured to use the default display prole.

2009-03-03

Verify System Preferences/Universal Access/ 3. Display “Enhance contrast”, “Use grayscale”, and “Black on White/White on Black” settings are set to defaults

Deep Dive

Check Result Action Code

Verify system has been warmed 1. up for ~15 minutes to stabilize backlight before continuing.

Yes Go to step 2.

No Allow system to warm up for

approximately 15 minutes then go to step 2.

iMac (24-inch, Early 2009) Symptom Charts — Display 43

Verify that the LVDS and 2. backlight connections between the logic board and LCD are secure.

Yes Go to step 3

No Reseat connections, replace

damaged cable(s) if needed. Retest.

L14

Set desktop pattern in system 3. preferences to ‘Solid Gray Light’. Verify if incorrect/missing color issue aects entire display.

Set up display under test side 4. by side with another known good display showing the same image. Verify if issue is noticeably worse on the display being tested.

Yes Suspect poor video

connection. Replace LVDS cable.

No Go to step 4

Yes Replace LCD panel L02

No Small variations in color

uniformity across display are normal and do not warrant replacement or repair of the display. Return computer to user.

Distorted/Blurred Image

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

L14

Symptoms Quick Check

Distorted/Blurred Image

Text and graphics appear fuzzy• Image corrupted•

Set System Preferences/Display LCD panel to 1. native resolution. Non-native resolutions are unable to produce optimal clarity.

Clean outside surface of glass panel using 2. provided cleaning cloth.

Boot from install DVD to determine whether 3. potential software issue exists.

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Display 44

Deep Dive

Check Result Action Code

Boot from Install DVD and 1. verify whether issue is still visible.

Verify whether issue is visible 2. on an external display attached to the DisplayPort.

Remove video card, inspect 3. connector for damage or corrosion then reinstall. Verify whether issue still occurs. (24-inch iMac only), (20-inch iMac has no separate video card)

Verify whether issue is still 4. present with replacement video card installed. (24-inch iMac only), (20-inch iMac has no separate video card)

Yes Go to step 2.

No Issue likely caused by

software or driver issue. Troubleshoot for software issues. Make sure all software updates have been installed.

Yes Issue is NOT caused by

internal LCD panel. Go to step

No Go to step 6

Yes Replace video card. Go to

step 4.

No Issue likely caused by poor

connection. Return computer to user.

Yes Replace logic board. Reinstall

the users original video card. Go to step 5.

No Issue resolved with

replacement video card. Return computer to user.

M24

M04

2009-03-03

Verify whether issue is still 5. present with replacement logic board installed.

Yes Return to step 1 and retest. X04

No Issue resolved with

replacement logic board. Return computer to user.

iMac (24-inch, Early 2009) Symptom Charts — Display 45

M04

Inspect glass panel. Verify 6. whether issue is caused by condensation or contaminants on the inside surface of the glass panel.

Yes Contamination can be

No Go to step 7.

Remove LVDS cable from 7. display and logic board and carefully verify whether there is damage to the cable or connectors.

Verify whether issue is still 8. visible after reinstalling LVDS cable.

Verify whether issue is still 9. present with replacement LCD panel installed.

Yes Replace LVDS cable.

No Reinstall LVDS cable. Go to

step 8.

Yes Replace LCD panel. Go to step

No Issue resolved with

replacement logic board. Return computer to user.

Yes Return to step 1 and retest.

No Issue resolved with

replacement LCD panel. Return computer to user.

M04

L04

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Display 46

Pixel Anomalies

Unlikely cause: logic board, power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Pixel Anomalies

Dark dot anomalies• Bright dot anomalies• Debris on inside surface of • glass panel Debris on surface of LCD panel•

Clean outside surface of glass panel using 1. provided cleaning cloth.

Refer to pixel anomaly article for information 2. related to pixel anomalies.

http://support.apple.com/kb/HT1721

Deep Dive

Check Result Action Code

Determine if “defects” are dust/1. debris on surface of glass panel or LCD.

Determine if bright pixel 2. defects exceed the acceptable number. See http://support.

apple.com/kb/HT1721

Yes Clean LCD/glass panel. See

Basics chapter.

No Go to step 2.

Yes Replace LCD panel. L08

No LCD panel meets bright pixel

defect specications. Go to step 3.

2009-03-03

Determine if dark pixel defects 3. exceed the acceptable number. See http://support.

apple.com/kb/HT1721

Determine if the combination 4. of bright/dark pixel defects exceed the acceptable number. See http://support.

apple.com/kb/HT1721

Yes Replace LCD panel L08

No LCD panel meets dark pixel

defect specications. Go to step 3

Yes Replace LCD panel. L08

No Explain to user that LCD

panel is operating within specications for pixel defects. Do not replace LCD panel.

iMac (24-inch, Early 2009) Symptom Charts — Display 47

Vertical/Horizontal Lines

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Vertical/Horizontal Lines

Vertical lines• Horizontal lines•

Boot from install DVD to determine whether 1. potential software issue exists.

Verify if issue is visible on an external display.2.

Deep Dive

Check Result Action Code

Boot from Install DVD and 1. verify whether issue is still visible.

Verify whether issue is visible 2. on an external display attached to the DisplayPort.

Remove video card, inspect 3. connector for damage or corrosion then reinstall. Verify whether issue still occurs. (24-inch iMac only); (20-inch iMac has no separate video card)

Yes Go to step 2.

No Issue likely caused by

software or driver issue. Troubleshoot for software issues. Make sure all software updates have been installed.

Yes Issue is NOT caused by

internal LCD. Go to step 3.

No Go to step 6

Yes Replace video card. Go to

step 4.

No Issue likely caused by poor

connection. Return computer to user.

M24

2009-03-03

Verify whether issue is still 4. present with replacement video card installed. (24-inch iMac only); (20-inch iMac has no separate video card)

Yes Replace logic board. Reinstall

the users original video card. Go to step 5.

No Issue resolved with

replacement video card. Return computer to user.

iMac (24-inch, Early 2009) Symptom Charts — Display 48

M04

Verify whether issue is still 5. present with replacement logic board installed.

Yes Return to step 1 and retest. X04

No Issue resolved with

M04

replacement logic board. Return computer to user.

Remove LVDS cable from 6. display and logic board and carefully verify whether there is damage to the cable or connectors.

Verify whether issue is still 7. visible after reinstalling LVDS cable.

Verify whether issue is still 8. present with replacement LCD panel installed.

Yes Replace LVDS cable.

No Reinstall LVDS cable. Go to

step 7.

Yes Replace LCD panel. Go to step

No Issue resolved with

replacement logic board. Return computer to user.

Yes Return to step 1 and retest.

No Issue resolved with

replacement LCD panel. Return computer to user.

L04

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Display 49

Non-Uniform Brightness

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Non-Uniform Brightness

Brightness not uniform • Color not-uniform•

Verify System Preferences > Displays > Brightness 1. level control is set above minimum.

Allow 15 minutes for backlight bulbs to reach 2. normal operating temperature and output before evaluating display.

Visually inspect glass panel for presence of dust, 3. cigarette smoke, or other contaminants. Clean glass panel if needed.

Deep Dive

Check Result Action Code

Determine if brightness 1. uniformity issue is visible after display has warmed up for ~15 minutes.

Use user provided examples 2. showing brightness uniformity issue. Determine if variation in uniformity appears excessive when compared to another similar unit.

Yes Go to step 2.

No Display backlight can take

several minutes to stabilize. Retest. If issue still not visible return computer to user.

Yes Go to step 3.

No Demonstrate to user that LCD

performs similarly to another unit of the same make and model.

2009-03-03

Remove front bezel and 3. loosen screws securing LCD. Determine if brightness uniformity improves.

With LCD panel screws 4. removed inspect and then reconnect the backlight cables. Determine if brightness uniformity improves.

Yes Inspect for mechanical

interference with screws, chassis, wires making contact with back of LCD. Reseat components & cables; retest.

No Go to step 4

Yes One or more backlight

connections were loose. Return computer to user.

No Replace LCD panel. L07

iMac (24-inch, Early 2009) Symptom Charts — Display 50

L14

Cosmetic Defects

Quick Check

Symptoms Quick Check

Cosmetic Defects to LCD

Cracked LCD• Scratched LCD polarizer • Scorched or melted LCD• LCD impact damage• Foreign material on LCD or • back side of glass panel.

Determine whether damage was caused by 1. user environment, accidental damage, or abuse. If applicable, inform the user that Apple does not warrant damage caused by accident, abuse, misuse, ood, re, earthquake, or other external causes. For more information refer to: http://www. apple.com/legal/warranty

For dark and bright pixel anomalies refer to the 2. ‘pixel anomalies’ symptom ow.

Uncategorized Symptoms

Quick Check

Symptoms Quick Check

Uncategorized Symptoms

Unable to locate appropriate • symptom code.

Make sure brightness level is set above minimum.1. Clean glass panel using provided cleaning cloth 2.

to make sure that external contaminants are removed prior to evaluating display performance.

2009-03-03

Allow the iMac display to warm up approximately 3. 15 minutes before evaluating display color and brightness uniformity performance.

Deep Dive

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback2@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

iMac (24-inch, Early 2009) Symptom Charts — Display 51

N99

Mass Storage

Hard Drive Not Recognized

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Drive Not Recognized (H01) Drive No Boot (H02)

Flashing Question Mark• Boots to Grey Screen• Boots to Blue Screen•

Use a known good mouse. A stuck mouse button 1. will not allow boot.

Boot from Install DVD. Verify S.M.A.R.T. status of 2. drive using Disk Utility.

Repair disk using Disk Utility.3. Erase disk and reinstall Mac OS using Install DVD.4. Use Target Disk Mode to attempt to mount 5.

user’s hard drive on a known good computer. If mounted, use Disk Utility on host computer for Quick Checks 2, 3 and 4.

Deep Dive

Check Result Action Code

Boot from Install DVD and run 1. Disk Utility. Verify that user hard drive is available for Disk Utility to repair.

Yes Go to step 2

No Go to step 5

2009-03-03

Run Disk Utility ‘Repair Disk’ 2. function and verify that it completes successfully.

Reboot computer. Verify that 3. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Erase disk and reinstall Mac OS 4. using Install DVD. Verify that installation process completes.

Yes Go to step 3

No Go to step 4

Yes Data error Issue resolved.

Return computer to user.

No Go to step 4.

Yes Go to step 8

No Go to step 5

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 52

H07

Inspect hard drive SATA and 5. power cables and connectors for bent pins, or other damage to the cable.

Yes Replace damaged cable. Go

to step 8

No Go to step 6

H04

Reseat SATA and logic board 6. hard drive connections and verify whether computer starts up

Test with known good hard 7. drive. Verify that system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Reboot computer. Verify that 8. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Reboot computer. Verify that 9. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Replace hard drive. Does drive 10. format correctly with a GUID partition map and install Mac OS without errors?

Yes Go to step 8

No Replace SATA cable, go to

step 8

Yes Install user drive, go to step 9

No SATA cable veried or

replaced and known good hard drive installed. Suspect possible SATA controller issues. Replace logic board. Go to step 1.

Yes Issue resolved. Return system

to user.

No Go to step 7

Yes Issue resolved

No Hard drive appears to be

defective Go to step 10

Yes Issue resolved by replacing

hard drive.

No SATA cable veried or

replaced and new hard drive installed, Replace logic board.

H04

H05

M19

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 53

Hard Drive Read/Write Error

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Drive Read/Write Error (H03) Drive Bad Sector/Defective (H05) Drive Formatting Issues (H07)

Cannot save documents• Read/write error message• Hang when accessing or saving • data

Boot from Install DVD. Verify S.M.A.R.T. status of 1. drive using Disk Utility.

Repair disk using Disk Utility.2. Erase disk and reinstall Mac OS using Install DVD 3. Use Target Disk Mode to mount user’s hard drive 4.

on a known good computer. Use Disk Utility on host computer for Quick Checks 1 through 4.

Deep Dive

Check Result Action Code

Run Disk Utility ‘Repair Disk’ 1. function and verify that it completes successfully.

Reboot computer. Verify that 2. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Yes Go to step 2

No Go to step 3

Yes Data error Issue resolved.

Return computer to user.

No Go to step 3

H07

2009-03-03

Erase disk and reinstall Mac OS 3. using Install DVD. Verify that installation process completes.

Inspect hard drive SATA and 4. power cables and connectors for bent pins, or other damage to the cable.

Reseat SATA and logic board 5. hard drive connections and verify whether computer starts up

Test with known good hard 6. drive. Verify that system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Yes Go to step 7

No Go to step 4

Yes Replace damaged cable. Go

to step 7

No Go to step 5

Yes Go to step 7

No Replace SATA cable, go to

step 7

Yes Install user drive, go to step 8

No SATA cable veried or

replaced and known good hard drive installed, Replace logic board.

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 54

H04

Reboot computer. Verify that 7. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Yes Issue resolved. Return system

to user.

No Go to step 6

Reboot computer. Verify that 8. system boots successfully and that Disk utility ‘Verify’ function reports no errors.

Replace user hard drive. Does 9. drive format correctly with a GUID partition map and install Mac OS without errors?

Yes Issue resolved

No Hard drive appears to be

defective Go to step 9

Yes Issue resolved by replacing

hard drive.

No SATA cable veried or

replaced and new hard drive installed, Replace logic board.

Hard Drive Noisy

Unlikely cause: LCD panel, logic board, power supply, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Hard Drive Noisy (H06)

Noise during start up• Noise during operation• Noise when drive is copying or • saving data

Start up from Install DVD. Verify S.M.A.R.T. status 1. of drive using Disk Utility.

Repair disk using Disk Utility.2. Determine if noise is comparable to another 3.

machine of the same model.

2009-03-03

Deep Dive

Check Result Action Code

Boot from the Install DVD and 1. run Disk Utility. Verify that user hard drive is available for Disk Utility to repair.

Run Disk Utility ‘Repair Disk’ 2. function and verify that it completes successfully.

Yes Go to step 2

No Go to H01 Drive not

recognized/mount

Yes Go to step 3

No Go to step 4

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 55

Re-start the computer. Verify 3. whether the noise is still present.

Yes Go to step 6

No Data error issue resolved by

Disk Utility. Return system to user.

H06

Erase disk and reinstall Mac OS 4. using Install DVD. Verify that installation process completes. Note: Make sure data has been backed up before erasing hard drive.

With replacement hard drive 5. installed reboot computer. Verify whether noise is still present.

With hard drive removed 6. verify that rubber vibration isolation grommets are properly installed in hard drive mounting bracket.

Reboot computer. Verify 7. whether noise is still present.

Yes Go to step 3

No Replace hard drive. Go to

step 5

Yes Go to step 6

No Issue resolved by replacing

hard drive.

Yes Go to step 8

No Replace hard drive mounting

bracket. Go to step 7

Yes Replace hard drive. Go to step

No Noise caused by chassis/ hard

drive bracket. Return system to user.

H06

Disconnect hard drive SATA and 8. power connections then boot from the Install DVD. Determine if noise is caused by the fans in the computer.

Disconnect the hard dive 9. SATA and optical drive then boot from an external volume. Determine if the noise disappears when the optical drive has been disconnected.

Yes Go to ‘fan failures/thermal

issues’ symptom ow.

No Go to step 9

Yes Posible optical drive or media

issue. Go to ‘Optical Drive Noisy’ symptom ow.

No Noise issue still present, but

does not appear to be caused by hard drive. Jump to ‘Noise/ Hum/Vibration’ symptom ow.

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 56

Optical Drive Not Recognized

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Drive Not Recognized/Mount (J05)

Discs inject and eject, but do • not appear in Finder

Use Apple System Proler Serial-ATA section to 1. see if the optical drive appears.

Apple System Proler Serial-ATA section will show 2. any media inserted.

Check Finder Preferences and make sure “CD’s, 3. DVD’s and iPods” is checked under “Show these items on the desktop” in the General section.

Check both CD and DVD media. If only one type 4. of media is recognized, there is a laser issue. Replace optical drive (J03).

Deep Dive

Check Result Action Code

Is the optical drive listed in the 1. Serial-ATA section of the Apple System Proler?

Test both CD and DVD media. 2. Can drive read both CD media and DVD media?

Yes Go to step 2

No Go to step 3

Yes Go to step 6

No Drive has a laser issue.

Replace the optical drive. If both types media fail, check Finder Preferences then go to step 3

J03

2009-03-03

Reseat SATA cable connections 3. at logic board and optical drive. Do both types of media read reliably now?

Connect known good optical 4. drive to SATA cable. Do both types of media reliably read now?

Yes Go to step 6

No Go to step 4

Yes SATA cable and port on logic

board good. Go to step 5

No Replace SATA cable and test

(X03). If issue persists, replace logic board (M19). Go to step 6

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 57

Connect original optical drive 5. to known good SATA cable. Do both types of media reliably read now?

Yes SATA cable issue. Replace

SATA cable. Go to step 6

No Go to step 2 J03

X03

Test read compatible known 6. good CD and DVD media (Install DVD). Verify media is recognized and reads reliably.

Yes Issue resolved.

No Replace optical drive. J03

Optical Drive Won’t Accept/Eject Media

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Drive Won’t Accept Media (J01) Drive Won’t Eject Media (J02)

Cannot insert a disc into the • drive Cannot eject a disc placed into • the drive

Use Apple System Proler Serial - ATA section to 1. see if the optical drive appears. If not see Optical Drive not recognized (J05).

Restart computer and hold down mouse button 2. or keyboard eject key to cycle optical drive.

Inspect optical drive slot for obstructions3.

2009-03-03

Deep Dive

Check Result Action Code

Verify that optical drive is listed 1. in the System Proler device tree for Serial-ATA devices.

Verify all connection between 2. logic board, ex cable, and optical drive are secure. Visually inspect cables and connectors for any debris, damage or bent pins. Verify that the optical drive is listed in the System Proler device tree.

Yes Optical drive communicating

with logic board. Go to step 5.

No Logic board not

communicating with optical drive. Go to step 2

Yes Optical drive communicating

with logic board. Go to step 5.

No Replace damaged cables

and retest. If connections are good and with no visible cable damage, go to step 3

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 58

X03

Connect known good optical 3. drive to SATA cable. Verify that known good optical drive is listed in the System Proler device tree.

Yes Go to step 4.

No Suspect SATA cable. Go to

step 7

With known good optical drive 4. installed, test for media inject/ eject. Verify drive accepts and ejects known good media.

Inspect optical drive slot during 5. disc insert/ eject. Verify that discs can be inserted easily.

With known good optical 6. media (Install disc), test for media inject/eject. Does drive accept and eject known good media?

Replace SATA cable then test 7. for media inject/eject. Does drive inject and eject known good media?

Yes Known good optical drive

resolved inject/eject issue. Replace optical drive.

No Go to step 7

Yes Go to step 6

No Replace damaged optical

drive. Note: It may be possible to reinstall the optical drive bezel to correct this issue.

Yes Media issue. No repair

necessary. Suggest user investigate use of dierent media.

No Go to step 3

Yes SATA cable resolved issue.

Return system to user.

No SATA cable veried or

replaced, and optical drive veried or replaced. Replace logic board and retest.

J03

X03

M19

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 59

Optical Drive Read/Write Error

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Drive Read/Write Data Error (J03)

Errors when writing optical • media. Errors when reading optical • media. Hang when accessing or • preparing to write data.

Test optical media in another dirve of the same 1. type in the same type of computer to rule out media issue.

Check with known good discs like the Install discs 2. that came with the computer.

For write issues, check with known good media 3. that performs well in another computer optical drive of the same type.

Check both CD and DVD media. If only one type 4. of media is producing errors, there is a laser issue. Replace optical drive (J03).

Deep Dive

Check Result Action Code

Is media free to spin without 1. optical drive scraping edge or surface of media?

Yes Go to step 2

No Replace optical drive J05

2009-03-03

Test both CD and DVD media. 2. Can drive read both CD media and DVD media?

Reseat SATA cable connections 3. at logic board and optical drive. Do both types of media read reliably now?

Connect known good optical 4. drive to SATA cable. Do both types of media reliably read now?

Yes Go to step 6

No Drive has a laser issue.

Replace the optical drive. If both types media fail, go to step 3

Yes Go to step 6

No Go to step 4

Yes SATA port on logic board

good. Go to step 5

No SATA port on logic board bad.

Replace logic board.

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 60

J03

M19

Connect original optical drive 5. to known good SATA cable. Do both types of media reliably read now?

Yes SATA cable issue. Replace

SATA cable. Go to step 6

No Replace optical drive. J03

X03

Test write data to compatible 6. CD and DVD media. Verify burned media is recognized and reads reliably.

Yes Issue resolved.

No Replace optical drive. J03

Optical Drive Not Performing to Specications

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check

Symptoms Quick Check

Optical Drive Not Performing to Specications (J07)

Read or write speeds slower • than expected

Test optical media in another drive of the same 1. type in same type of computer to rule out media issue.

For Write issues, check with Known Good media 2. that performs well in another computer and drive of the same type.

Check both CD and DVD media. If only one type 3. of media is producing errors, you have a laser issue. Replace the optical drive (J05)

2009-03-03

Deep Dive

Check Result Action Code

Test both CD and DVD media. 1. Can drive read both CD media and DVD media?

Reseat SATA cable connections 2. at logic board and optical drive. Do both types of media read reliably now?

Yes Go to step 6

No Drive has a laser issue.

Replace the optical drive. If both types media fail, go to step 3

Yes Go to step 6

No Go to step 4

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 61

J03

Connect known good optical 3. drive to SATA cable. Do both types of media reliably read now?

Yes SATA cable and port on logic

board good. Go to step 5

No Replace SATA cable and test

(X03). If issue persists, replace logic board (M19). Go to step 6

Connect original optical drive 4. to known good SATA cable. Do both types of media reliably read now?

Test write data to compatible 5. CD and DVD media. Verify burned media is recognized and reads reliably.

The balance of some media 6. may not perform at higher speeds supported by the drive. Does slowing the requested burn speed allow the discs to write reliably?

Yes SATA cable issue. Replace

SATA cable. Go to step 6

No Replace optical drive. J03

Yes Issue resolved.

No Go to step 7 J03

Yes Media issue. No repair

necessary.

No Replace optical drive. J07

Optical Drive Noisy

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

X03

2009-03-03

Quick Check

Symptoms Quick Check

Optical Drive Noisy (J04)

Noise during boot• Noise during operation• Noise when drive is copying or • writing data

Test optical media in another drive of the same 1. type in same type of machine to rule out media issue.

Check with Known Good Discs like the Install 2. disks that came with the computer.

Check to see if noise occurs without media in the 3. drive. If so, check hard drive (H06) and fan (M18) caused noise.

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 62

Deep Dive

Check Result Action Code

Test both CD and DVD media. 1. Can drive read both CD media and DVD media?

Reseat SATA cable connections 2. at logic board and optical drive. Do both types of media read reliably now?

Connect known good optical 3. drive to SATA cable. Do both types of media reliably read now?

Connect original optical drive 4. to known good SATA cable. Do both types of media reliably read now?

Yes Go to step 6

No Drive has a laser issue.

Replace the optical drive. If both types media fail, go to step 3

Yes Go to step 6

No Go to step 4

Yes SATA cable and port on logic

board good. Go to step 5

No Replace SATA cable and test

(X03). If issue persists, replace logic board (M19). Go to step 6

Yes SATA cable issue. Replace

SATA cable. Go to step 6

No Replace optical drive. J03

J03

X03

Test write data to compatible 5. CD and DVD media. Verify burned media is recognized and reads reliably.

The balance of some media 6. may not perform at higher speeds supported by the drive. Does slowing the requested burn speed allow the discs to write reliably?

Yes Issue resolved.

No Go to step 7 J03

Yes Media issue. No repair

necessary.

No Replace optical drive. J07

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 63

Uncategorized Symptoms

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback2@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

N99

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mass Storage 64

Communications

AirPort/Bluetooth Issues

Quick Check

Symptoms Quick Check

AirPort/Bluetooth Issues

Unable to join networks or pair • devices AirPort card not available• Intermittent device or • connection dropouts Limited wireless range•

Deep Dive

Verify that AirPort or Bluetooth is turned ON and 1. for AirPort issues make sure that a network is selected.

For AirPort, check if the wireless access point 2. requires special connection and encryption protocols.

Check for nearby sources of interference such as 3. microwave ovens or cordless phones. See article

http://support.apple.com/kb/HT1365

Check the number of users trying to use AirPort 4. in the area for possible network congestion (available bandwidth).

Isolate potential OS issues by starting up from the 5. original Install media for the computer, the same make and model computer in Target Disc Mode, or compatible known good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk.

2009-03-03

Check Result Action Code

Open System Proler. AirPort 1. is listed under Network, while Bluetooth is listed under USB. Is AirPort/Bluetooth recognized?

iMac (24-inch, Early 2009) Symptom Charts — Communications 65

Yes Install all software updates

for AirPort/Bluetooth. AirPort, go to step 3. Bluetooth, go to step 4

No Remove and reinstall the

AirPort/Bluetooth card and retest. If still unrecognized, replace the AirPort/Bluetooth card. Go to step 2

M11

Ensure that Antenna cable is 2. connected properly and not damaged, and all software updates available for AirPort/ Bluetooth have been installed. Do connection issues persist?

Yes AirPort, go to step 3.

Bluetooth, go to step 4

No Issue resolved.

Create a computer to computer 3. network with another Macintosh computer using AirPort. See article <http:// docs.info.apple.com/article. html?path=AirPort/5.0/en/ ap2110.html>. Can you connect successfully?

Make sure that your Bluetooth 4. device is in discoverable mode, and that your computer is also in discoverable mode. Can you successfully and reliably pair a device now?

Try connecting to a known 5. good network that does not require password or has MAC address ltering enabled. Can you connect to a network reliably now?

Yes Network or channel issue.

Go to step 5

No Double check any password

required. Try connecting another known good computer to the network. If test computers connect, replace the AirPort card. Go to step 6

Yes Issue resolved.

No Replace the Bluetooth card.

Go to step 6

Yes Troubleshoot local network.

Possible password or MAC address ltering issue.

No Replace the AirPort card.

Go to step 6

M11

2009-03-03

With the AirPort/Bluetooth card 6. replaced and antenna cable inspected for damage and replaced if necessary, are the connection issues resolved?

Yes Issue resolved.

No Replace the logic board M11

iMac (24-inch, Early 2009) Symptom Charts — Communications 66

AirPort Card Kernel Panic

Quick Check

Symptoms Quick Check

AirPort Card Kernel Panic

Kernel Panic on startup• Kernel Panic or freezing while • attempting to connect to Wi-Fi networks Kernel Panic while transferring • data on Wi-Fi networks

Isolate OS by starting up from original Install 1. media for the computer, the same make and model computer in Target Disc Mode, or compatible known good OS on an external drive. AirPort and Bluetooth services are available when booted from the Install disk.

Ensure that all software and rmware updates for 2. the computer and AirPort been installed.

Deep Dive

Check Result Action Code

Remove AirPort card. Does 1. computer start without kernel panic?

With replacement AirPort card 2. installed, does computer start without kernel panic?

Yes Reseat AirPort card and retest.

If problem continues replace AirPort card. Go to step 2

No Possible logic board issue.

Go to Kernel Panic/System crashes symptom.

Yes AirPort card issue. Issue

resolved.

No Possible logic board issue.

Go to Kernel Panic/System crashes symptom.

N13

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Communications 67

Ethernet Port/Device Issue

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Ethernet Port/Device Issue

No Ethernet device present• Unable to access network • resources Ethernet device shows no • connection Ethernet device unable to an IP • address Slow network performance•

Check the ethenet cable for damage, try a 1. known good Ethernet cable – CAT5 or better recommended for 100Mbps+ connections.

Check Ethernet ports on the Mac and wall/switch 2. for dust, debris, damage or bent pins.

Ensure distance from networking infrastructure is 3. less than 300 feet/ 105 meters

Verify port, cable and network hardware with a 4. known good system. Isolate rewall, MAC address ltering or hardware access control devices

Isolate OS by starting up from original Install 5. media for the computer, the same make and model computer in Target Disc Mode, or compatible known good OS on an external drive.

Deep Dive

Check Result Action Code

Visually inspect the ethernet 1. port of the computer to ensure that all pins will make physical contact with the CAT5 ethernet cable

Yes Go to step 2

No Pins are damaged, bent at or

missing. Replace logic board

M24

2009-03-03

Boot from original Install media. 2. Verify Network Link status active by using Network Utility under the “Info” tab. Is the Link Status “Active”?

iMac (24-inch, Early 2009) Symptom Charts — Communications 68

Yes Go to step 3

No If same ethernet cable gives

an “Active” link status on a known good computer of same make and model, replace logic board

M10

Connect the computer to 3. another Macintosh computer using CAT5 ethernet cable. See article http://docs.

info.apple.com/article. html?path=Mac/10.5/en/8429. html. Can you connect

successfully?

Yes Ethernet communication

good. Go to step 4

No If same ethernet cable and

computer connects to a known good computer of same make and model, replace logic board

M10

Check for speed and duplex 4. issues on the network. Open System Preference > Network; click the Advanced button, then the Ethernet tab. Is the speed and duplex reported what is expected?

Check for MTU (Maximum 5. Transmission Unit) issues. See article http://support.

apple.com/kb/HT2532. Does

changing the MTU settings on the computer resolve the issue?

If changing the speed, 6. duplex or MTU settings allows connectivity, check with another computer of same make and model. Does the known good computer produce the same results?

Yes Go to step 5

No Change the speed and duplex

settings. See article http://

docs.info.apple.com/article. html?path=Mac/10.5/ en/8711.html. Go to step 6

Yes Go to step 6

No Ethernet controller damaged.

Replace logic board.

Yes Check with ISP or Network

Administrator concerning speed, duplex and MTU settings.

No Verify with known good OS. If

the issue persists, replace the logic board.

M10

2009-03-03

Wireless Input Device Doesn’t Pair

Quick Check

Symptoms Quick Check

Wireless Input Device Doesn’t Pair

Can’t get system to recognize • the Bluetooth keyboard or mouse

iMac (24-inch, Early 2009) Symptom Charts — Communications 69

Remove and reinstall the batteries for the device.1. Check that device is powering on.2. Use known-good batteries with the device.3. Ensure that device is being used within range. 30 4.

ft. for Bluetooth devices. Ensure that the latest Software Updates have 5.

been applied.

Deep Dive

Check Result Action Code

Without any wired input 1. devices connected, start the computer. Does the computer show the Bluetooth Mouse Setup assistant?

Restart the machine without 2. any wired input devices attached. Does the computer show the Bluetooth Mouse Setup assistant?

Restart the machine without 3. any wired input devices attached. Does the computer show the Bluetooth Mouse Setup assistant?

With a wireless mouse on, and 4. in discoverable mode, can you successfully pair the mouse with the assistant?

Yes Bluetooth hardware is active.

Go to step 4

No Inspect and reseat Bluetooth

cable to Bluetooth card. Replace a damaged cable. Go to step 2

Yes Bluetooth hardware is active.

Go to step 4

No Reseat the Bluetooth card to

the logic board. Go to step 3

Yes Bluetooth hardware is active.

Go to step 4

No Replace the Bluetooth card.

Yes Check for stability. Go to step

No Go to Wireless Device Loses

Connection symptom

With the wireless mouse 5. paired, does the mouse stay connected?

With the wireless mouse 6. paired, does the mouse stay connected?

Yes Issue resolved

No Inspect and reseat the

Bluetooth antenna cable. Replace a damaged antenna cable, or Bluetooth card if the antenna connector is damaged. Go to step 6

Yes Antenna issue. Issue resolved.

No Go to Wireless Device Loses

Connection symptom

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Communications 70

Wireless Input Device Loses Connection

Quick Check

Symptoms Quick Check

Wireless Input Device Loses Connection

Wireless keyboard, mouse, or • other wireless input device loses connection.

Remove and reinstall the batteries for the device.1. Check that device is powering on.2. Use known-good batteries with the device.3. Ensure other devices pair and keep connection 4.

without issue. If not, see AirPort/Bluetooth: Defective Wireless Device symptom.

Ensure that device is being used within range. 30 5. ft. for Bluetooth devices.

Ensure that the latest Software Updates have 6. been applied.

Deep Dive

Check Result Action Code

Open System Preferences > 1. Bluetooth. Paired items and their connection status are shown. Is the device listed?

Yes Device has been paired. Go to

step 2

No The device is not paired. Make

device discoverable and open Bluetooth Setup Assistant. Go to step 3

2009-03-03

Make sure device is on. 2. In System Preferences > Bluetooth, select the device and from the Action menu (gear) choose “Connect”. Does the device connect successfully?

With the device on, run the 3. Bluetooth Setup Assistant. Can you successfully pair the device?

With the device on, run the 4. Bluetooth Setup Assistant. Can you successfully pair the device?

Yes Go to step 7

No Delete pairing in System

Preferences. Go to step 3

Yes Go to step 7

No Restart the machine. Go to

step 4

Yes Go to step 7

No Create a new Admin User. Go

to step 5

iMac (24-inch, Early 2009) Symptom Charts — Communications 71

Log into new Admin User 5. account. With the device on, run the Bluetooth Setup Assistant. Can you successfully pair the device with the New User?

Yes User-based issue.

Troubleshoot software on User account. No repair needed.

No Remove the following le: /

Library/Preferences/com. apple.Bluetooth.plist Go to step 6

Restart the computer, With the 6. device on, run the Bluetooth Setup Assistant. Can you successfully pair the device?

With the device paired and 7. connected, is the device connection stable if used normally?

Is the device performing to 8. stated specications?

Yes Go to step 7

No Go to AirPort/Bluetooth:

Defective Wireless Device symptom

Yes Issue resolved

No Check device documentation

on standard length of operation, and other operational factors. Go to step 8

Yes Educate User. Issue resolved.

No Replace device.

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Communications 72

Uncategorized Symptoms

Quick Check

Symptoms Quick Check

Uncategorized Symptoms

Unable to locate appropriate • symptom code.

Verify System Preferences/Network settings 1. are congured appropriately to support communication method.

For Ethernet connection issues verify that the 2. cable being used functions when used with another known good system.

For wireless connection issues review user 3. environment to determine whether possible interference from other 2.4GHz communications devices might be contributing to issue. http://support.apple.com/kb/HT1365

Deep Dive

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback2@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

N99

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Communications 73

Input/Output Devices

Apple Remote Inoperable

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Apple Remote Inoperable

Apple Remote doesn’t bring up • Front Row Apple Remote doesn’t control • iTunes Apple Remote doesn’t control • computer volume

Make sure you’re using the Apple Remote within 1. 30 ft of the computer, and have an unobstructed line-of-sight to the computer.

Make sure you’re pointing the lens end of 2. the Apple Remote directly at the front of the computer.

Make sure “Disable remote control infrared 3. receiver” checkbox in the Security

Test with a known good USB cable when dealing 4. with a printer or external USB drive, to isolate a USB cable issue.

Ensure that all available Software Updates have 5. been applied to the computer for access to the latest bug xes.

Deep Dive

Check Result Action Code

Open Photo Booth or iChat’s 1. video preview window. Point the Apple Remote at the builtin iSight camera and press any button on the Apple Remote. Do you see a white, ashing light in the video preview?

Yes The Apple Remote is

functioning. Go to step 2

No The Apple Remote is not

functioning. Replace the Apple Remote battery. Go to step 3

2009-03-03

Open System Preferences > 2. Security. Is “Unpair” available in this preference pane?

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 74

Yes Click the “Unpair” button to

disable possible pairing with another Apple Remote. Go to step 4

No Possible IR board issue. Go to

step 5

With a replacement battery, can 3. you see a white ashing light from the Apple Remote in the video preview window now?

Yes Battery issue. Issue resolved X05

No Apple Remote defective.

X04

Replace the Apple Remote.

After clicking “Unpair”, does the 4. computer now respond to the Apple Remote?

Open the Apple System Proler. 5. Selecting USB, do you see “IR Receiver” listed?

After clearing lens, does the 6. computer now respond to the Apple Remote?

After reseating or replacing the 7. IR cable, does the computer now respond to the Apple Remote?

Yes Pairing issue. Issue resolved

No Possible IR board issue. Go to

step 5

Yes IR Receiver reporting on USB

bus. Check for lens block. Go to step 6

No Inspect and reseat IR cable

to IR Receiver. Replace a damaged IR cable. Go step 7

Yes Lens blocked. Issue resolved.

No Lens damaged or inoperable.

Replace the IR Receiver

Yes IR cable issue. Issue resolved X03

No IR Receiver failure. Replace the

IR Receiver.

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 75

Audio: Microphone

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Audio: Microphone

Microphone not working• Microphone audio garbled• No sound•

Verify that no tape, sticky notes, or other objects 1. are blocking the microphone port that is located on top of the front bezel above the camera. The microphone requires that the microscopic perforations on top of the front bezel be free of obstructions in order for the microphone to function.

Launch System Preferences and select Sound/2. Input options. Verify that the sound input option is set to system’s internal microphone.

Launch System Preferences and select Sound/3. Input options. Verify that the ‘Input Volume’ setting is not set at the minimum level.

Launch System Preferences and select Sound/4. Input options. Verify that ‘Input Level’ indicator moves when speaking into the microphone.

Deep Dive

Check Result Action Code

2009-03-03

Verify that boot chime is 1. present when system is powered ON. Note: make sure audio output preferences are not set to mute

Launch System Preferences and 2. select Sound/Input options. Verify that system’s Internal Microphone is selected.

Launch System Preferences and 3. select Sound/Input options. Verify that ‘Input Volume’ is set above minimum sensitivity.

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 76

Yes Go to step 2

No Audio board not detected by

system. Reseat audio board, then replace audio board if problem persists.

Yes Go to step 3.

No Select display’s internal

microphone. Retest.

Yes Go to step 4.

No Set ‘Input Volume’ slider to the

middle position. Retest.

M09

Launch System Preferences and 4. select Sound input options. Verify that ‘Input Level’ indicator moves when speaking into the microphone.

Yes Microphone and audio board

functioning. Go to step 6.

No Suspect bad microphone.

Replace the front bezel which contains the microphone.

M09

Disconnect, carefully 5. inspect, then reconnect the microphone cable and connectors where they mate with the front bezel and the audio board. Was any damage to the cabling or connectors observed?

Record sound sample using 6. Garageband or iMovie HD. Verify that sound quality of sound sample is normal during playback.

Yes Replace damaged part

(front bezel, audio board, microphone cable). Go to step 7.

No Go to step 6.

Yes Microphone circuitry OK.

Return system to user.

No Replace front bezel which

includes the microphone.

Audio: Built-in Speakers Have Distorted Sound

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

L14

M09

2009-03-03

Symptoms Quick Check

Audio: Built-in Speakers Have Distorted Sound

No audio from one or both • speakers. Audio from speakers distorted•

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 77

Launch System Preferences and select Sound/1. Output options. Verify that the sound output option is set to system’s internal speakers and that the balance control is set to the center position.

Obtain known good high quality sound le 2. or use iTunes music store sound samples to evaluate sound quality. Verify suspect sound les on another system to determine whether the distortion is caused by the system or the sound le.

Set volume control to mid-range. Overdriving the 3. built-in speakers can cause distortion.

Deep Dive

Check Result Action Code

Launch System Preferences and 1. select Sound/Output options. Set speaker balance 100% to LEFT speaker then play a sound le. Verify that sound is generated by the LEFT speaker and that the sound quality is acceptable.

Set speaker balance 100% to 2. RIGHT speaker then play a sound le. Verify that sound is generated by the RIGHT speaker and that the sound quality is acceptable.

Connect external speakers or 3. headphones to Headphone Out port then play a sound le. Verify that sound quality is acceptable.

Inspect LEFT and RIGHT speaker 4. cones and speaker connection cable for damage. Do speakers have visible damage.

Yes LEFT speaker and amplier

circuitry OK. Go to step 2.

No Distortion detected in LEFT

speaker. Set ‘Balance’ slider to the middle position. Go to step 3.

Yes RIGHT speaker and amplier

circuitry OK. Set ‘Balance’ slider to the middle position. Go to step 3.

No Distortion detected in RIGHT

speaker. Go to step 4.

Yes Suspect bad speaker. Go to

step 4.

No Audio CODEC or amplier

issue suspected. Replace audio board. Retest.

Yes Replace damaged speaker.

Retest.

No Go to step 5.

M09

2009-03-03

Install known good speaker 5. into location where distorted sound was heard. Verify that sound quality improves.

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 78

Yes Speaker bad. Replace speaker

and retest.

No Suspect speaker amplier.

Replace audio board.

M09

Audio: Built-in Speakers Have No Audio

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Audio: Built-in Speakers Have No Audio

No audio from one or both • speakers. Audio from speakers distorted•

Launch System Preferences and select Sound/1. Output options. Verify that the sound output option is set to system’s internal speakers.

Launch System Preferences and select Sound/2. Output options. Verify that the ‘Output Volume’ setting is set above the minimum level and that the ‘mute’ option is not selected.

Launch System Preferences and select Sound/3. Output options. Verify that ‘Balance’ is set to middle position so that the left and right speakers are utilized.

Deep Dive

Check Result Action Code

Verify whether boot chime 1. is present when system is powered ON. Note: make sure audio output preferences are not set to mute and volume is set to mid-range.

Yes Go to step 2

No Audio board not detected by

system. Reseat audio board, then retest. Replace audio board if problem persists.

M09

2009-03-03

Launch System Preferences and 2. select Sound/Output options. Set speaker balance 100% to LEFT speaker then play a sound le. Verify that sound is generated by the LEFT speaker and that the sound quality is acceptable.

Set speaker balance 100% to 3. RIGHT speaker then play a sound le. Verify that sound is generated by the RIGHT speaker and that the sound quality is acceptable.

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 79

Yes LEFT speaker and amplier

circuitry OK. Go to step 3.

No Go to step 6.

Yes RIGHT speaker and amplier

circuitry OK. Set ‘Balance’ slider to the middle position. Go to step 4.

No Go to step 6.

Verify whether user-reported 4. audio issue has been resolved.

Yes Issue no longer present.

Return system to user.

No Go to step 5

Boot system from Install DVD or 5. another known good bootable volume. Verify whether issue still occurs.

Connect external speakers 6. to Headphone Out port and set System Preferences Sound/Output to external speakers, then play a sound le. Verify that sound quality is acceptable.

Disconnect and carefully 7. inspect exible cable and connectors connecting audio board to MLB for damage such as bent pins or pinched/cut wires.

Yes Go to step 6.

No Known good boot volume

works OK. Troubleshoot for software issue. Isolate whether issue is application specic or whether possible operating system conict. Make sure user data backed up before removing or reinstalling software.

Yes Audio board, internal

speakers, and external headphone port functioning correctly. Return system to user.

No Go to step 7.

Yes Replace damaged part(s)

then retest. Return to step 1 if problem continues to verify whether symptom has changed.

No Replace audio board then

retest.

M09

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 80

Camera Issues

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans, speakers, microphone

Quick Check

Symptoms Quick Check

Camera Issues

Camera not detected• No green LED for camera• Excessive blooming• Poor White Balance• Poor Focus• Green image• Image distortion•

Launch System Proler and conrm that system’s 1. USB hub and built-in iSight camera are visible.

Verify camera lens and glass panel are clean and 2. free of contaminants. Use provided cleaning cloth to clean glass panel if needed.

Launch PhotoBooth to verify that the green 3. indicator LED near the camera lens turns on and that the image quality is acceptable.

Deep Dive

Check Result Action Code

Launch System Proler and 1. conrm that the display’s USB hub is visible in the USB tree.

Yes USB hub recognized. Go to

step 2

No USB hub not recognized.

Go to ‘USB Port Does Not Recognize Known Devices’ symptom code ow.

2009-03-03

Verify that iSight camera is 2. visible in display’s USB tree.

Launch PhotoBooth. Verify that 3. green LED near camera lens turns ON and image appears normal.

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 81

Yes Camera recognized. Go to

step 3

No Inspect and reseat camera

cable and connectors at the iSight camera and on the logic board. Retest. Replace camera cable if problem persists.

Yes iSight camera functioning.

Obtain additional information from user. Return system to user.

No Replace iSight camera. Retest. M13

L14

FireWire Devices Not Recognized

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

FireWire Devices Not Recognized

FireWire external drive not • recognized FireWire printer not recognized•

For external FireWire drives, make sure any 1. external power source is plugged in and operating to isolate a power issue with the device.

Test with a known good FireWire device to isolate 2. a failed peripheral issue.

Test with a known good FireWire cable to isolate 3. a FireWire cable issue.

Ensure that all available Software Updates have 4. been applied to the computer for access to the latest bug xes.

Deep Dive

Check Result Action Code

Unplug all FireWire devices 1. from the computer. Start the computer and reset PRAM. Reconnect the FireWire device in question. Is the FireWire device recognized?

Yes Issue resolved

No Possible logic board failure.

Go to step 2

2009-03-03

Use a known good FireWire 2. cable with a known good FireWire device (another Mac in FireWire Target Disk mode is good). Is this device recognized?

Is the FireWire device 3. recognized on a known good computer of the same make and model?

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 82

Yes Try the FireWire device in

question with a known good computer of the same make and model. Go to step 3

No FireWire not recognized.

Replace main logic board.

Yes Test the FireWire device with

a known good cable on user’s computer. Go to step 4

No FireWire device may need

additional power. Use a powered FireWire hub. Go to step 5

M12

Is the FireWire device 4. recognized with a known good FireWire cable on the user’s computer?

Yes FireWire cable issue. Issue

resolved.

No FireWire device may need

additional power. Use a powered FireWire hub. If the issue persists, check for any rmware updates for the FireWire device. Go to step 5

Using a Powered FireWire 5. hub, and having installed any software or rmware update for the device, is the FireWire device recognized now?

Is the FireWire device 6. recognized with a New User?

Yes Device recognized. Required

additional power from hub or update. Issue resolved.

No Device may require additional

software, or there may be a conict in the Mac OS. Test in New User. Go to step 5

Yes Software Issue. Troubleshoot

software on User account. Issue resolved.

No Apply all Mac OS updates. If

the issue persists, replace the FireWire device.

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 83

USB Devices Not Recognized

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

USB Devices Not Recognized

USB wired keyboard/mouse not • recognized USB external drive not • recognized USB printer not recognized•

For printers and external USB drives, make sure 1. any external power source is plugged in and operating to isolate a power issue with the device.

The iMac has 4 USB ports on the rear of the 2. computer. Make sure to try each port to isolate a particular port malfunction.

Test with a known good wired keyboard or 3. mouse to isolate a failed peripheral issue.

Test with a known good USB cable when dealing 4. with a printer or external USB drive, to isolate a USB cable issue.

Ensure that all available Software Updates have 5. been applied to the computer for access to the latest bug xes.

Deep Dive

Check Result Action Code

2009-03-03

Unplug all USB devices from 1. the computer except for the keyboard and mouse. Start the computer and reset PRAM. Are the keyboard and mouse recognized?

Did Bluetooth Mouse Setup 2. assistant launch after startup?

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 84

Yes Test in all USB ports to ensure

all USB ports working as expected. Replace logic board for any port failures.

No Possible logic board failure.

Go to step 2

Yes Bluetooth detected via

Internal USB, but external USB devices not recognized. Go to step 3

No Bluetooth not recognized

via internal USB. Disconnect mouse and keyboard. Go to step 4

Are known good mouse and 3. keyboard recognized?

Yes Test original mouse and

keyboard. Replace if still not recognized. Go to step 5

No External USB ports not

functioning. Replace logic board.

With no USB devices 4. connected, restart the computer. Did Bluetooth Mouse Setup assistant launch after startup?

With known good mouse and 5. keyboard working, test other USB peripheral in question (USB external drive or printer, etc.). Is the device recognized via Apple System Proler under USB?

Does powered USB hub resolve 6. issue?

Yes Bluetooth detected via

Internal USB. Go to step 3

No Bluetooth not recognized

via internal USB. Internal and external USB not functioning. Replace logic board.

Yes Device recognized. Test in all

USB ports to ensure all USB ports working as expected. Replace logic board for any port failures.

No Device may require more

power than supplied by USB ports. Try powered USB hub. Go to step 6

Yes Test device on another

computer of the same make and model. If another computer does not require a powered USB hub to allow functionality, replace the logic board

M15

2009-03-03

No Test device on another

computer of the same make and model. If another computer does not recognize the device, replace the device

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 85

Wired Keyboard Does Not Function Properly

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Wired Keyboard Does Not Function Properly

Some or all keys on the • keyboard don’t work Eject key or Caps Lock key • doesn’t seem to work Some keys don’t work as • expected

The iMac has 4 USB ports on the rear of the 1. computer. Make sure to try each port to isolate a particular port malfunction.

Test with a known good wired keyboard to 2. isolate a failed peripheral issue.

Test the keyboard on another Mac. If it works 3. here, you may have bad USB port if the keyboard doesn’t work at all, or a software issue if the keyboard is working but not as expected.

Ensure that all available Software Updates have 4. been applied to the computer for access to the latest bug xes.

Deep Dive

Check Result Action Code

Do any of the keys on the 1. keyboard work?

Yes Go to step 2

No Go to USB Port Doesn’t

Recognize Devices symptom

2009-03-03

Is the Caps Lock working as 2. expected?

Is the media Eject key working 3. as expected?

Yes Go to step 3

No Go to Keyboard: Specic keys

do not respond symptom

Yes Go to step 4

No To prevent accidentally

ejecting media, Mac OS X adds a slight delay to the Media Eject key before it takes eect. Go to step 5

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 86

Open System Preferences > 4. Speech. Is “Speak selected text when the key is pressed” enabled?

Yes The key combination to speak

text cannot be used for any other purpose. Either disable, or change to a more rare key combination (including Shift, Command, Option and Control).

No Go to step 6 M15

With optical media in the drive, 5. hold the Media Eject key. Does the disc eject normally and the eject symbol appear?

Open System Preferences > 6. Universal Access > Keyboard. Is “Slow Keys” enabled?

Open System Preferences > 7. Universal Access > Keyboard. Is “Mouse Keys” enabled?

Open System Preferences > 8. International > Input Menu. Check “Keyboard Viewer”. Then, from the Input Menu in the Menu Bar (ag), choose “Show Keyboard Viewer”. When typing on the keys that are not responding, do they show in the Keyboard Viewer?

Yes Media eject key delay. No

repair necessary.

No Go to Optical Drive Won’t

Accept/Reject Media

Yes With “Slow Keys” on, you need

to press a key for a longer period of time for it to be recognized.

No Go to step 7

Yes With “Mouse Keys” on, you

cannot use the Numeric Keypad to enter numbers. It will move the mouse pointer instead.

No Go to step 8

Yes The keys are being

recognized. Go to step 9

No The keys are not being

recognized. Replace the keyboard.

K01

2009-03-03

Open TextEdit or another text 9. application and try typing something using the nonresponding keys. Do they type in another application?

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 87

Yes Application specic issue.

Troubleshoot the application.

No Test another User to isolate a

User account issue. If the issue persists, reinstall Mac OS X from the Install DVD.

Keyboard: Specic Keys Do Not Respond

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check

Symptoms Quick Check

Keyboard: Specic Keys Do Not Respond

One or more keys do not • respond when pressed Key sticks• Keycap missing•

If wireless keyboard is being used verify that 1. it is properly paired with the system. Jump to ‘Wireless Input Device Doesn’t Pair’ symptom ow to resolve pairing issues.

The caps lock key has a built-in delay to reduce 2. accidental activation and must be held for approximately ½ second for it to be activated. Refer to http://support.apple.com/kb/TS1578 for additional information.

Inspect the keyboard for signs of liquid spills or 3. other contamination. Apple’s warranty does not cover accidental damage.

If the keycap is loose attempt to reattach it.4. For other keyboard issues jump to the 5.

appropriate symptom ow.

Wired Keyboard/Mouse Not Recognized

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

2009-03-03

Quick Check

Symptoms Quick Check

Wired Keyboard/Mouse Not Recognized

USB wired keyboard/mouse not • recognized when plugged in. Mighty Mouse scroll ball not • working or not working as expected. Mighty Mouse buttons not • working or not working as expected.

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 88

The iMac has 4 USB ports on the rear of the 1. computer. Make sure to try each port to isolate a particular port malfunction.

Test with a known good wired keyboard or 2. mouse to isolate a failed peripheral issue.

Test a mouse when connected directly to ports 3. on the back of the iMac to isolate a keyboard USB port issue.

Ensure that all available Software Updates have 4. been applied to the computer for access to the latest bug xes.

Deep Dive

Check Result Action Code

Does the computer recognize 1. at all the keyboard or mouse when plugged into the rear USB ports on the back of the iMac?

Is keyboard working as 2. expected?

Does the Mighty Mouse have 3. an issue with the scroll ball?

Doe the Mighty Mouse have an 4. issue with the buttons?

Yes Test in all USB ports to ensure

all USB ports working as expected. Replace logic board for any rear port failures. Replace keyboard for any keyboard USB port failures. Go to step 2

No Go to USB Port Doesn’t

Recognize Devices symptom

Yes Go to step 3

No Go to Wired Keyboard Does

Not Work Properly symptom

Yes See KBase article http://

support.apple.com/kb/ HT1537 for steps to correct

No Go to step 4

Yes See KBase article http://

support.apple.com/ kb/HT1581 for steps to

determine expected behavior. Go to step 7

2009-03-03

Does the Mighty Mouse have 5. an issue with tracking?

When used on another surface 6. does the mouse track correctly?

See KBase article <7. http:// support.apple.com/kb/HT1581> to further determine expected behavior. Did this article resolve the issue?

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 89

No Go to step 5

Yes Try using the mouse on

another surface. Nonreective, opaque surfaces without repetitive patterns work best. The surface should be clean but not shiny. Go to step 6

No Go to step 7

Yes Surface issue. Issue resolved.

No Go to step 7

Yes Issue resolved.

No Replace the Mighty Mouse K99

Uncategorized Symptoms

Quick Check

Symptoms Quick Check

Uncategorized Symptoms

Unable to locate appropriate • symptom code.

Verify that external IO device (where applicable) 1. works on another system.

For third party IO devices make sure necessary 2. software is installed and up to date, and that the device is supported with the user’s system.

Allow the iMac display to warm up approximately 3. 15 minutes before evaluating display color and brightness uniformity performance.

Deep Dive

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback2@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

N99

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Input/Output Devices 90

Mechanical

Noise/Hum/Vibration

Unlikely cause: LCD panel, glass panel, enclosure, cables

Quick Check

Symptoms Quick Check

Noise/Hum/Vibration

Buzzing noise• Rattling noise• Ticking noise• Squeaking noise•

Verify that the vents on the bottom and 1. back of the system are free of dust and other obstructions that might inhibit proper airow through the system.

Launch Applications/Utilities/Activity Monitor. 2. Determine whether an application or process is consuming a high percentage of CPU bandwidth. CPU intensive applications can cause the fans to run fast in order to maintain the proper internal system temperatures. If needed, quit the application or restart the system to resolve the issue.

Eject optical media from optical drive. Out of 3. balance optical media can generate audible noise. To resolve try a dierent brand of media. For additional information jump to ‘ Optical Drive Noisy’ symptom ow.

Tilt display to hinge limits to determine if 4. mechanical noise is generated by the hinge mechanism. Jump to ‘ Stand/Hinge issues’ symptom ow for additional information.

Play sound sample at loud and soft volume levels 5. to determine if the noise is caused by the left/ right speakers or the amplier circuit. Jump to ‘Distorted sound from built-in speakers’ symptom ow for additional information.

2009-03-03

Adjust the display brightness to determine 6. whether the noise is related to the brightness level. Jump to ‘Noise/Unstable Flickering’ for additional. information.

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 91

Deep Dive

Check Result Action Code

Run Apple Hardware Test from 1. system or Install DVD. Did AHT generate any errors?

Does noise sound like one or 2. more fans running faster than expected?

Does the noise change when 3. the optical drive is being accessed or media is inserted or ejected?

Mute the system volume. Verify 4. whether the issue still occurs.

Yes Go to ‘Apple Hardware Test

(AHT) Error Codes’ table to decode error. Follow instructions in table for resolving error, then retest.

No Go to step 2.

Yes Reset SMC by disconnecting

power cord for ~15 seconds then retest. If issue continues go to step 3.

No Go to step 5.

Yes Suspect issue with optical

drive or the media being used. Jump to ‘Optical Drive Noisy’ symptom ow for additional information.

No Go to step 4.

Yes Go to step 5.

No Suspect issue with speakers

or audio amplier circuitry. Jump to ‘Distorted Sound From Internal Speakers’ symptom ow for additional information.

2009-03-03

Adjust the brightness on the 5. display between the maximum and minimum settings. Determine whether the issue changes depending on the brightness level.

Remove fans and rotate 6. the blades. Verify that fan blades spin smoothly without interference from fan housing.

Yes Suspect issue with LCD

display or inverter. Jump to ‘Noise/Unstable ickering’ for additional information.

No Go to step 6.

Yes Go to step 7

No Replace aected fan. P04

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 92

Reinstall fans while carefully 7. ensuring that there are no cables routed under or near fan assembly that might cause interference with the fan blades. After reassembling system verify that the noise issue is resolved.

Yes Noise issue resolved. Suspect

issue cause by interference from wiring or possible distortion or fan housing when installed in system. Proper reassembly resolved issue.

No Go to step 8.

P04

Temporarily remove LCD 8. display then power ON system. Determine whether source of noise can be located. Caution- The exposed power supply poses a serious shock hazard. Take proper precautions when working around an energized system.

Disconnect these major 9. modules/parts (hard drive, optical drive, fans, LCD display one at a time then power ON the system. Determine if noise issue goes away when one of the modules is disconnected. Caution-

Yes Identify, inspect, and if

necessary replace the part that caused the noise issue.

No Go to step 9.

Yes Identify, inspect, and if

necessary replace the part that caused the noise to disappear when it was disconnected from the system.

No All parts veried. Verify that

the correct symptom ow is being used.

P04

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 93

System Runs Hot

Unlikely cause: speakers

Quick Check

Symptoms Quick Check

System Runs Hot

System feels very hot• Fan(s) not operating• Fan(s) running fast• System is noisy•

Verify that the vents on the bottom and 1. back of the system are free of dust and other obstructions that might inhibit proper airow through the system.

Verify that the computer is not exposed to 2. direct sunlight which may heat up the enclosure making it feel hot to the touch.

Verify the computer is not running hotter than 3. expected for normal operation. If possible, compare to a similarly congured system. Note: The power supply is located in the upper left corner where the highest temperatures can usually be felt.

Launch Applications/Utilities/Activity Monitor. 4. Determine whether an application or process is consuming a high percentage of CPU bandwidth. CPU intensive applications can cause the fans to run fast in order to maintain the proper internal system temperatures. If needed, quit the application or restart the system to resolve the issue.

Reset SMC by unplugging power cord for ~15 5. seconds.

2009-03-03

Deep Dive

Check Result Action Code

Run Apple Hardware Test from system or Install DVD. Did AHT generate any errors?

Yes Suspect possible fan or sensor

error. Go to ‘Apple Hardware Test (AHT) Error Codes’ table to decode error. Follow instructions in table for resolving error, then retest.

No Go to step 2.

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 94

Does noise sound like one or more fans running faster than expected?

Yes Fans running fast. Reset SMC

by disconnecting power cord for ~15 seconds then retest. If issue continues go to step 3.

No Go to step 3.

Remove fans and rotate the blades. Verify that fan blades spin smoothly without interference from fan housing and that the fan blades are all intact.

Yes Go to step 7

No Replace aected fan(s). P06

Stand/Hinge Issues

Quick Check

Symptoms Quick Check

Stand/Hinge Issues

Bent stand• Broken hinge• Unable to install VESA mount• Stripped screw/head• Stripped screw boss•

Determine whether damage caused by user /1. technician environment, accidental damage, or abuse. If so, inform user/technician the failures are not covered by Apple warranties. Refer to http://www.apple.com/legal/warranty

For information on installing the iMac VESA 2. Mount Adapter refer to http://manuals. info.apple.com/en_US/VesaMountAdapter_ InstallationGuide.PDF

2009-03-03

For hinge noise issues replace hinge mechanism.3.

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 95

Physical Damage

Quick Check

Symptoms Quick Check

Physical Damage

Broken glass• Bent stand• Broken hinge• Stripped screw/head• Stripped screw boss• Dent or scratch to chassis•

Determine whether damage caused by user 1. environment, accidental damage, or abuse. If applicable inform the user that Apple does not warrant damage caused by accident, abuse, misuse, ood, re, earthquake, or other external causes. For more information refer to: http://www. apple.com/legal/warranty

Uncategorized Symptoms

Check Result Action Code

Verify whether existing 1. symptom code applies to the issue reported by the user.

Yes Jump to appropriate

symptom code ow.

No Document reported failure

and send feedback to

smfeedback6@apple.com

stating that a suitable symptom code wasn’t found. Provide as much detail as possible.

N99

2009-03-03

iMac (24-inch, Early 2009) Symptom Charts — Mechanical 96

 Service Source

Take Apart

iMac (24-inch, Early 2009)

General Information

General Tools

The following tools are required to service the computer:

ESD-safe workstation, including an ESD mat and wrist or heel strap• ESD bags• Magnetized Torx T10 screwdriver• Magnetized Torx T8 screwdriver• Magnetized Torx T6 screwdriver• Magnetized Phillips #2 screwdriver• Black stick (nylon probe, Apple part #922-5065) or other non-conductive nylon or plastic • at-blade tool EMI tape (Apple part #922-8691)•

Refer to the following Apple Knowledge Base article to purchase tools:

http://support.apple.com/kb/HT3452

Opening the Unit

The iMac (24-inch, Early 2009) has a glass panel that attaches to the front, which must be • removed prior to replacing any module on the unit. Important: • The glass panel should only be removed by Apple-authorized technicians. Read and follow all of the cleaning and handling recommendations to prevent damaging the glass and LCD panel. Follow ESD precautions when the front bezel and the LCD display are removed.•

Required Special Tools for Glass Panel

Special tools are required to remove, handle and clean the glass panel, such as the following. These are available as a starter kit, too.

922-8252 – Suction cups, Pkg of 2• 922-8253 – Gloves, lint-free, anti-static, Pkg of 2• 922-8258 – ESD bags, 24”x20”, Pkg of 5. To prevent the buildup of static charges which may • attract dust particles, store the LCD panel in an ESD bag when it is removed from the unit. 922-8259 – Microfoam bag to store the glass panel, Pkg of 5• 922-8261 – Sticky silicone roller (6-inch) to clean the glass panel• 922-8262 – Sticky sheet pads to clean the silicone roller• 922-8263 – Polishing cloths, anti-static, optical-grade micro-terry, Pkg of 5• iKlear Apple Polish or Brillianize anti-static spray cleaning solution. If you are unable to • source iKlear or Brillianize, IPA (isopropyl alcohol) can be used to clean the glass.

2009-03-02

iMac (24-inch, Early 2009) Take Apart — General Information 98

Cleaning Tools Starter Kit

The following tools are oered in the starter kit (076-1277):

Suction cups, 1 pair• Gloves, lint-free, anti-static, 2 pairs• Sticky silicone roller (6-inch) to clean the glass panel• Sticky sheets to clean the silicone roller, 2 pads• Polishing cloths, clean, anti-static, optical-grade micro-ber “terry” style, 5 cloths• Microfoam bag to store the glass panel, 5 bags• ESD bag for LCD panel storage, 5 bags•

Cleaning Tool Resources

MCM Portal •

http://www.mcmb2b.com/appleasp

LENSPEN: the LapTop Pro or the VidiMax are very eective in removing ngerprint smudges • on the LCD and on the inside surface of the glass.

http://www.lenspen.com/

iKlear •

http://www.klearscreen.com/iKlear.aspx

iKlear US/Canada dealer nder

http://www.klearscreendealers.com/default.html

iKlear International dealer listing

http://meridrew.com/international.html

Brillianize •

http://www.brillianize.com/

Brillianize dealer locator

http://www.brillianize.com/Pages/lookup.html

Note: Apple Retail, refer to standard internal resources to order tools.

2009-03-02

iMac (24-inch, Early 2009) Take Apart — General Information 99

Cleaning & Handling the Glass Panel

Follow the cleaning procedures in this manual to ensure the glass panel is free of dust and other particles before returning the computer to the customer.

The glass panel is not tempered and will break into sharp pieces of mishandled. • A scratched or broken glass panel is not covered under warranty. Removing the glass panel requires special tools such as lint-free gloves, rubber suction cups, • microfoam storage bags, and the iKlear cleaning solution. To prevent contamination, wear lint-free gloves and handle the glass only by the edges.•

Do’s and Don’ts

Handle glass panel using lint-free gloves.• Use only a sticky silicone roller to clean the inside surface of the glass and the LCD panel.• Use iKlear ONLY on the outside surface of the glass panel.• Place the glass panel into a clean protective microfoam bag when removed from the unit.• Store the glass panel in a safe area where it will not be broken or damaged.• Store the LCD panel in an anti-static bag to prevent the buildup of static charges which may • attract dust particles to the display’s surface. Store the silicone roller and sticky paper within a temperature range of 39-104 F (5-40 C).• If the silicone roller is no longer tacky, wash it in warm soapy water or wipe with isopropyl • alcohol. If the tackiness does not return, replace the silicone roller.

DON’T

Touch the inside of the glass with bare hands or dirty gloves. Fingerprints will be dicult to • remove. Place the glass panel onto a work surface where it may collect dust and other contaminants • unless it has rst been placed into a protective microfoam bag.

Handling a Broken Glass Panel

The glass panel is not tempered and will break into sharp pieces if mishandled.

If the glass is broken it must be carefully removed from the unit to prevent irreparable damage to the front surface of the LCD. If the front surface of the LCD is scratched by broken glass, the LCD may need to be replaced.

Do not handle broken glass unless you are wearing protective cut-resistant gloves. The lint-free gloves used to prevent contamination of the glass panel are not suitable for handling broken glass.

Use a broom and dust pan to sweep up as much of the broken glass as possible. Glass fragments may have travelled several feet from the location of the glass panel, so be sure to thoroughly clean the entire area. Use a vacuum to remove the smaller fragments not picked up by the broom.

2009-03-02

iMac (24-inch, Early 2009) Take Apart — General Information 100

Apple imac 24 early 09 Service Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

iMac (24-inch, Early 2009)

Contents

Manual Updates

Basics

Overview

Product Features

Safety Precautions

Serial Number Location

Troubleshooting

General Troubleshooting

Diagnostic LEDs

Sensor and Fan Connector Locations

Troubleshooting Theory

Hardware vs. Software

Power On Self Test (POST)

Firmware Updates

How to Reset the System Management Controller (SMC)

To reset the SMC on an iMac

Block Diagram

Symptom Charts

Startup and Power

No Power, Dead Unit

Won’t Start Up

Intermittent Shutdown

Kernel Panic, System Crashes

No Video

Corrupted Video

Burnt Smell/Odor

Uncategorized Symptoms

Display

Backlight Issue/No Backlight

Noise / Unstable Flickering

LCD Image Issues

Incorrect/Missing Colors

Distorted/Blurred Image

Pixel Anomalies

Vertical/Horizontal Lines

Non-Uniform Brightness

Cosmetic Defects

Uncategorized Symptoms

Mass Storage

Hard Drive Not Recognized

Hard Drive Read/Write Error

Hard Drive Noisy

Optical Drive Not Recognized

Optical Drive Won’t Accept/Eject Media

Optical Drive Read/Write Error

Optical Drive Noisy

Uncategorized Symptoms

Communications

AirPort/Bluetooth Issues

AirPort Card Kernel Panic

Ethernet Port/Device Issue

Wireless Input Device Doesn’t Pair

Wireless Input Device Loses Connection

Uncategorized Symptoms

Input/Output Devices

Apple Remote Inoperable

Audio: Microphone

Audio: Built-in Speakers Have Distorted Sound

Audio: Built-in Speakers Have No Audio

Camera Issues

FireWire Devices Not Recognized

USB Devices Not Recognized

Wired Keyboard Does Not Function Properly

Wired Keyboard/Mouse Not Recognized

Uncategorized Symptoms

Mechanical

Noise/Hum/Vibration

System Runs Hot

Stand/Hinge Issues

Physical Damage

Uncategorized Symptoms

Take Apart

General Information

General Tools