Apple iMac G3 User Manual



Emergency Handbook

Includes troubleshooting, hard disk repair,

and software installation information for your iMac

K Apple Computer, Inc.

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Apple Computer, Inc. 1 Inﬁnite Loop Cupertino, CA 95014-2084 408-996-1010 http://www.apple.com

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Simultaneously published in the United States and Canada.

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Contents

1 Problems Starting Up 7

Problems 7

Computer won’t start up, restart, or shut down 7

Single icon appears in middle of screen 8

Computer beeps 8

Computer freezes 8

Message appears 9

Normal desktop doesn’t appear 10

Hard disk icon doesn’t appear on desktop 10

Computer starts up from wrong disk 11

Solutions 11

Ta ke notes. 11

Wake up your computer. 11

Restart the computer. 12

Force your computer to restart. 12

Shut down the computer. 12

Force your computer to shut down. 13

Quit open applications. 13

Make sure your computer is getting power. 13

Make sure the screen is properly adjusted. 13

Make sure external devices are properly connected and turned on. 14

Check RAM disk settings in the Memory control panel. 15

Increase the memory available for system software. 15

Reset the window display. 16

Re-bless the System Folder. 16

Make sure you’re using the correct disk as a startup disk. 16

CD disc is jammed. 17

Resolve system extension conﬂicts. 17

Reset the PRAM. 19

Make sure memory is installed correctly. 20

Replace the computer’s backup battery. 20

Test and repair the hard disk directory. 21

Reinstall system software. 21

Where to Find Onscreen Help 22

Mac OS Help 22

Mac OS Info Center 22

2 Problems Using Your Computer 23

Problems With Applications, Documents, and Memory 23

Problems With Hard Disks, CDs, and Other Storage Media 29

Problems With Hard Disks 29

Problems With CD Drives and Discs 30

Problems Using ISO 9660 or High Sierra Discs 32

Problems Using Photo CDs 33

Problems Playing Audio CDs 33

Problems With USB Devices 33

Problems Printing 35

Performance and Other Problems 36

Problems With Networks and File Sharing 39

Problems With Sound and Video 41

3 Starting Up From a CD 45

Starting Up From the Software Install CD 45

4 Testing and Repairing Your Hard Disk Directory 47

Repairing Corrupted Data on Your Disk 47

If Disk First Aid Cannot Correct the Problem 48

Updating the Hard Disk Drivers 49

Initializing a Hard Disk 49

Mac OS Extended Format 50

Contents

Testing Your Hard Disk for Physical Damage 50

5 Reinstalling Your Computer’s Software 53

Reinstalling System Software 53

Before Installing System Software 53

Reinstalling Mac OS System Software 54

Selecting Which Software to Install 55

Performing a Clean Installation 58

Reinstalling Your Custom Extensions, Fonts, and Control Panels 59

If the Clean Installation Didn’t Solve the Problem 60

Problems During Installation 60

Responding to Messages About Your Hard Disk 62

Reinstalling Individual Applications 62

Restoring All Original Software 63

Before Restoring Your Software 63

Restoring In Place 63

Erasing Your Hard Disk 64

6 Contacting Apple for Help 65

Obtaining Information via the World Wide Web 65

Have This Information Available Before Calling 66

Using the Apple System Proﬁler 66

Index 67

Contents

CHAPTER

Problems Starting Up

Problems

Computer won’t start up, restart, or shut down

Computer won’t start up.

Tr y these solutions:

m Make sure your computer is getting power. (p. 13) m Force your computer to restart. (p. 12) m Increase the memory available for system software. (p. 15) m Make sure memory is installed correctly. (p. 20) m Replace the computer’s backup battery. (p. 20)

Unusual sound occurs when you try to start up the computer.

Tr y these solutions:

m Make sure external devices are properly connected and turned on. (p. 14) m Make sure memory is installed correctly. (p. 20) m Test and repair the hard disk directory. (p. 21)

Computer won’t restart.

Tr y these solutions:

m Make sure your computer is getting power. (p. 13) m Quit open applications. (p. 13) m Make sure you’re using the correct disk as a startup disk. (p. 16) m Resolve system extension conﬂicts. (p. 17) m Force your computer to restart. (p. 12) m Reset the PRAM. (p. 19)

Computer won’t shut down.

Tr y this solution:

m Force your computer to shut down. (p. 13)

Single icon appears in middle of screen

Icon with blinking question mark appears.

Tr y these solutions:

m Make sure external devices are properly connected and turned on. (p. 14) m Re-bless the System Folder. (p. 16) m Resolve system extension conﬂicts. (p. 17) m Reset the PRAM. (p. 19) m Test and repair the hard disk directory. (p. 21) m Reinstall system software. (p. 21)

Icon with X appears.

Tr y this solution:

m Make sure you’re using the correct disk as a startup disk. (p. 16)

Computer beeps

Tr y these solutions:

m One or two beeps: Make sure memory is installed correctly. (p. 20) m Three, four, or ﬁve beeps: Contact an Apple-authorized service provider. See the service

and support information that came with your computer.

Computer freezes

Computer freezes before “Welcome to Mac OS” appears.

Note: Startup may take several minutes if you have more than 32 megabytes (MB) of RAM installed because of the time it takes to verify that the RAM is functioning properly.

Tr y these solutions:

m Ta ke notes. (p. 11) m Make sure external devices are properly connected and turned on. (p. 14) m Force your computer to restart. (p. 12) m Test and repair the hard disk directory. (p. 21)

Chapter 1

m Reinstall system software. (p. 21)

Computer freezes during startup or while you’re using your computer.

Tr y these solutions:

m Ta ke notes. (p. 11) m Make sure external devices are properly connected and turned on. (p. 14) m Force your computer to restart. (p. 12) m Resolve system extension conﬂicts. (p. 17) m Test and repair the hard disk directory. (p. 21) m Reinstall system software. (p. 21)

Keyboard or mouse doesn’t work.

Tr y these solutions:

m Make sure external devices are properly connected and turned on. (p. 14) m Resolve system extension conﬂicts. (p. 17) m Test and repair the hard disk directory. (p. 21) m Reinstall system software. (p. 21)

Message appears

Message about system software appears.

Tr y these solutions:

m Ta ke notes. (p. 11) m Make sure you’re using the correct disk as a startup disk. (p. 16) m Reinstall system software. (p. 21)

“Not enough memory” message appears.

Note: These solutions are for system software memory problems. For problems with application memory, see “Problems With Applications, Documents, and Memory” on page 23.

Tr y these solutions:

m Increase the memory available for system software. (p. 15) m Check RAM disk settings in the Memory control panel. (p. 15) m Resolve system extension conﬂicts. (p. 17)

Problems Starting Up

Disk corruption message appears on startup.

Tr y these solutions:

m Ta ke notes. (p. 11) m Check RAM disk settings in the Memory control panel. (p. 15)

Normal desktop doesn’t appear

Screen is dark.

Tr y these solutions:

m Wake up your computer. (p. 11) m Make sure your computer is getting power. (p. 13) m Reset the PRAM. (p. 19)

No icons appear in windows, and pointer alternates between an arrow and a wristwatch.

Tr y this solution:

m Reset the window display. (p. 16)

Empty flashing box appears.

Tr y these solutions:

m Re-bless the System Folder. (p. 16) m Test and repair the hard disk directory. (p. 21) m Reinstall system software. (p. 21)

Large folder-shaped areas containing pictorial buttons appear.

Tr y this solution:

m Make sure you’re using the correct disk as a startup disk. (p. 16)

Hard disk icon doesn’t appear on desktop

This is what a typical hard disk icon looks like.

Tr y these solutions:

m Restart the computer. (p. 12) m Make sure external devices are properly connected and turned on. (p. 14) m Test and repair the hard disk directory. (p. 21)

Chapter 1

Computer starts up from wrong disk

Tr y these solutions:

m Make sure external devices are properly connected and turned on. (p. 14) m Make sure you’re using the correct disk as a startup disk. (p. 16) m Reset the PRAM. (p. 19) m Test and repair the hard disk directory. (p. 21)

Solutions

Take notes.

If you see an error message or the screen freezes, you don’t have to take action immediately. First, note the following information:

m the error message and numbers (if any) m what you were doing when the problem occurred m the programs you were using m software you have installed recently (especially items that have been added to the System

Folder)

m clues on the screen—is a menu selected? What programs and document icons are open? m anything else that seems relevant

If you were typing text, write down any text still visible on the screen so that some of your work will be easy to replace.

If this doesn’t solve your problem, return to “Problems” on page 7.

Wake up your computer.

If your screen is dark, a screen saver program may have darkened your screen, or the computer may have “gone to sleep” (to save energy) because it was inactive. If the power button on the front of your computer is amber, your computer is asleep. Turn off the screen saver or wake up your computer by pressing any key or moving the mouse.

You may want to adjust the settings in the Energy Saver control panel to determine when your screen and computer go to sleep. See the information about the Energy Saver control panel in Mac OS Help (choose Help from the Finder’s Help menu).

If this doesn’t solve your problem, return to “Problems” on page 7.

Problems Starting Up

Restart the computer.

Often you can eliminate a problem simply by restarting your computer, which clears the computer’s memory. Always try restarting the proper way:

1 If you can, save any open documents before restarting.

2 Open the Special menu and choose Restart.

Note: You can also press the power button (®) on your Apple USB keyboard or on the front of the computer.

A dialog box appears.

3 Click Restart.

If the computer freezes: Tr y quitting open applications. See “Quit open applications.” on page 13.

Force your computer to restart.

m If you are unable to restart your computer as described above, try pressing the

Command (x) and Control keys simultaneously while also pressing the power button (®) on your Apple USB keyboard or on the front of the computer.

m Open the cover on the side of your computer and locate the Reset hole (it’s the upper

hole on the right side, between the Ethernet and modem ports). Carefully insert the end of a large straightened paper clip into the hole and push gently. Do not use excessive force. Your computer should restart.

m If neither of the above suggestions work, unplug your computer. Wait at least 30 seconds,

then reconnect the power plug and turn your computer on by pressing the power button (®) on your Apple USB keyboard or on the front of the computer.

12 Chapter 1

If this doesn’t solve your problem, return to “Problems” on page 7.

Shut down the computer.

Always try shutting down your computer the proper way:

1 Open the Special menu and choose Shut Down, or press the power button (®) on your

Apple USB keyboard or on the front of the computer.

2 In the dialog box that appears, click Shut Down.

If the computer freezes: Tr y quitting open applications. See the following section, “Quit Open Applications.”

Force your computer to shut down.

If you are unable to shut down your computer the normal way, unplug your computer. Wait at least 30 seconds before turning your computer back on again.

Quit open applications.

When you restart your computer, the computer tries to quit all open applications. Sometimes an application doesn’t get the message to quit and you have to quit the application yourself.

Important Before quitting an application, make sure you save any open documents.

m You can quit almost any application by choosing Quit from the File menu or pressing

Command (x)-Q.

m If this doesn’t work, you can sometimes force a program to quit by simultaneously

pressing the keys Command (x), Option, and Esc. Then click Force Quit in the dialog box that appears.

Note: Unsaved changes in your current documents will be lost.

Immediately save all open documents, quit all other open programs, and restart your computer.

If this doesn’t solve your problem, return to “Problems” on page 7.

Make sure your computer is getting power.

m Check that the keyboard and mouse cables are properly connected. Unplug each cable,

then reconnect them.

m Check that the power cord is plugged into a working outlet. If it’s plugged into a power

strip, make sure the power strip is turned on.

If this doesn’t solve your problem, return to “Problems” on page 7.

Make sure the screen is properly adjusted.

m Check that the settings for brightness, contrast, and geometry are adjusted properly in

the Monitors & Sound control panel.

If this doesn’t solve your problem, return to “Problems” on page 7.

Problems Starting Up 13

Make sure external devices are properly connected and turned on.

m Make sure connectors are plugged in all the way. Try unplugging connectors on all of the

devices, then plugging them back in.

m If the device has a power cord, make sure the cord is plugged into a working electrical

outlet.

m Make sure the device is turned on. m If you are connected to an Ethernet network:

m Check the settings in the AppleTalk control panel to make sure that Ethernet is

selected.

m Your computer may not start up because of heavy network trafﬁc. Disconnect the

Ethernet cable, then start up again. Reconnect the Ethernet cable after the computer starts up. (It’s okay to connect and disconnect an Ethernet cable while your computer is on.)

For USB devices:

m Plug the device into another USB port on your computer or into the USB port on another

device that is plugged into a power outlet (such as a self-powered hub).

m If the device is connected to a hub, try unplugging one or more devices from the hub. m If the device is connected to a self-powered hub (a hub that has a power cord), make sure

the cord is plugged into a working electrical outlet.

m Unplug all USB devices from your computer except the Apple USB keyboard and Apple

USB mouse. Plug one device in at a time to determine which device is the problem, then refer to the documentation that came with the device. Also see the information on connecting equipment in the online documentation that came with your computer.

m If you suspect a mouse problem, clean your Apple USB mouse as described in the online

documentation that came with your computer. Then, plug the mouse into an open USB port on your computer. If the mouse works, then you may have a problem with the keyboard. If the mouse doesn’t work, borrow an Apple USB mouse from another computer and connect it to yours. If that solves the problem, you may need to repair your mouse. Consult an Apple-authorized service provider.

m If you suspect a keyboard problem, borrow an Apple USB keyboard from another

computer and connect it to yours. If that solves the problem, you may need to repair your keyboard. Consult an Apple-authorized service provider.

14 Chapter 1

For non-USB devices:

m Shut down your computer by pressing the power button (®) on your Apple USB

keyboard or on the front of the computer. When a dialog box appears, click Shut Down. Make sure all external devices are properly connected, make sure connectors are plugged in all the way, and turn on the devices. Then restart your computer.

m If that doesn’t solve your problem, shut down your computer again. Turn off and

disconnect all external equipment, except your keyboard and mouse. Then restart the computer. To determine which piece of equipment may be causing the problem, reconnect one device, start up your computer, and make sure the device is operating correctly. Then shut down the computer. Continue reconnecting devices one at a time, starting up, verifying the devices work, and shutting down until you determine which device is causing the problem. Then refer to the documentation that came with that device, as well as the information on connecting equipment in the online documentation that came with your computer.

If this doesn’t solve your problem, return to “Problems” on page 7.

Check RAM disk settings in the Memory control panel.

If you’re using a RAM disk and you see a disk corruption message at startup, click Cancel to close the message. Check the RAM disk settings in the Memory control panel to make sure that you aren’t trying to create a RAM disk larger than the amount of free space on your hard disk.

If this doesn’t solve your problem, return to “Problems” on page 7.

Increase the memory available for system software.

If you’re having trouble starting up your computer, there may not be enough memory to load all the system software extensions you’ve installed. Restart the computer, holding down the Shift key until you see the message “Extensions Disabled” in the “Welcome to Mac OS” box.

Then try the following: m Tu rn on (or increase) virtual memory in the Memory control panel. Your computer will

perform well with virtual memory set to no more than twice the amount of RAM in the computer; for best performance, limit virtual memory to 1.5 times the amount of RAM.

m Reduce the size of the disk cache in the Memory control panel. m If you use a RAM disk, reduce its size or turn it off in the Memory control panel. m Use the Extensions Manager control panel to turn off extensions you don’t need. (You can

use the Extensions Manager to create different sets of extensions for special situations.)

You need to restart the computer for these changes to take effect. See Mac OS Help (available in the Help menu) for more information about using virtual memory, a RAM disk, and the Extensions Manager.

If the problem persists, try performing a clean installation of system software. See Chapter 5, “Reinstalling Your Computer’s Software.”

Problems Starting Up 15

If none of these suggestions work, install additional memory, or RAM, in your computer. See the online documentation that came with your computer for instructions on how to do this.

If this doesn’t solve your problem, return to “Problems” on page 7.

Reset the window display.

There may be a problem with the display of the windows. Restart the computer and hold down the Option key until the desktop icons appear. When the desktop appears, all windows will be closed.

If this doesn’t solve your problem, return to “Problems” on page 7.

Re-bless the System Folder.

If your computer is not recognizing the system software, the System Folder may need to be “re-blessed.” This helps the computer recognize which System Folder to use.

1 Start up your computer from the software install CD.

See Chapter 3, “Starting Up From a CD.”

2 Open the System Folder.

3 Double-click the System suitcase.

16 Chapter 1

4 After the System suitcase opens, close the suitcase and System Folder windows and restart

your computer.

If this doesn’t work, then try the following:

1 Drag the System suitcase and Finder out of the System Folder.

2 Close the System Folder.

3 Put the System suitcase and Finder back into the System Folder.

If this doesn’t solve your problem, return to “Problems” on page 7.

Make sure you’re using the correct disk as a startup disk.

At least one disk drive must have system software on it from which the computer can start up. Most computers have an internal hard disk that is used as the startup disk. You can also use the software install CD to start up your computer.

m Make sure the correct disk is selected in the Startup Disk control panel.

m If your computer is trying to start up from a CD that is not a startup CD (it has no system

software on it), press the Open button on your CD-ROM drive, carefully pull out the tray, and remove the disc. Gently push the tray in and restart your computer.

Note: If your computer started up from a CD, the disc will not be automatically ejected when you shut down. Restart the computer while pressing the Open button on the drive. The tray should open so you can remove the disc. If the tray won’t open, see the next section, “CD disc is jammed..”

CD disc is jammed.

If a CD disc is jammed, shut down your computer. Locate the small hole near the disc drive’s opening, and carefully insert the end of a large straightened paper clip. Push gently until the CD tray opens, then pull out the tray and remove the disc. Do not use excessive force.

If this doesn’t solve your problem, return to “Problems” on page 7.

Resolve system extension conflicts.

If your computer does not start up properly or behaves erratically, you may have an extension or control panel that is not compatible with another extension or control panel, or with an application or system software.

Verify the problem

To verify that you have a compatibility problem:

1 Start up your computer while holding down the Space bar.

This opens the Extensions Manager control panel.

2 Release the Space bar when the Extensions Manager control panel opens.

Problems Starting Up 17

3 Notice the name of the currently selected set of extensions in the Selected Set pop-up menu

so that you can return to it later if you want.

4 Open the Selected Set pop-up menu and choose the “Mac OS 8.1 base” set.

This makes the computer start up using only the software installed at the factory.

5 Click the Continue button to continue startup.

6 When the computer is ready, try the same actions that caused the problem.

If the problem no longer occurs, you probably have one or more extensions or control panels that don’t work with Mac OS 8.1. Continue with the steps that follow in “Test Individual Extensions and Control Panels.”

Test individual extensions and control panels

1 Restart your computer while holding down the Space bar.

2 Release the Space bar when the Extensions Manager control panel opens.

3 Click the Duplicate Set button to create a new set. In the window that appears, type a name

for the set (for example, “Test Set”) and click OK.

4 Turn off all the extensions in the new set by choosing All Off in the Edit menu.

5 Turn on the item you want to test by clicking its checkbox.

6 Click the Continue button to continue startup.

7 Tr y the same actions that caused the problem.

18 Chapter 1

If the problem occurs again, the item is probably incompatible. Remove the item from the Extensions folder or turn the item off using the Extensions Manager.

8 Repeat steps 1 through 7 for each item you want to test.

If you ﬁnd that a piece of software is incompatible, contact the manufacturer of the software to see if an updated version is available.

Tip: A recently installed extension or control panel might be the problem. If you have a lot of extensions and control panels, you may want to “work by halves.” Turn on half the extensions and control panels and test for the problem. If the problem disappears, repeat the process turning on half of the remaining items. If the problem persists, repeat the process turning off half of the items that are turned on. Continue to work by halves like this until you locate the conﬂicting extensions or control panels.

If this doesn’t solve your problem, return to “Problems” on page 7.

Reset the PRAM.

Your computer stores information in an area of memory called parameter RAM (PRAM). Resetting the PRAM replaces the information stored there with the default (original) settings.

Important Some system preferences are stored in PRAM. Third-party software programs

may also store information in PRAM. When you reset the PRAM, some of these preferences are lost. Make sure you make a note of the settings before you reset PRAM.

Resetting PRAM may affect the settings in some of your control panels, including the following:

m Date & Time m Memory (information lost includes RAM disk settings) m Monitors & Sound m Keyboard and Mouse (or Trackpad) m AppleTalk (“Connect via” is set to the Ethernet port) m Map

Note: You may also have to restore modem settings in any communications software programs you are using.

Follow these steps to reset the PRAM:

Important Make sure you are using an Apple USB keyboard. This procedure may not work

with some USB keyboards from manufacturers other than Apple.

1 Make sure the Caps Lock key is not engaged. 2 Restart your computer and immediately press and hold the Command (x), Option, P, and R

keys.

3 Hold the keys down until you hear the startup sound a second time, then release the keys.

4 If you had special settings in any control panels or applications, open those control panels or

applications to restore the settings you want.

5 If you set preferences for a modem, open the communications software program you are

using and restore any modem settings.

If this doesn’t solve your problem, return to “Problems” on page 7.

Problems Starting Up 19

Make sure memory is installed correctly.

If you hear one or more beeps, there may be a problem with the memory in your computer. If you recently installed RAM in your computer, check the installation instructions in the online documentation that came with your computer to make sure it is properly installed. Make sure you’ve used the proper type of RAM for your computer.

If this doesn’t solve your problem, return to “Problems” on page 7.

Replace the computer’s backup battery.

If you have intermittent problems starting up your computer and the date is reset, replace the battery. See the online documentation that came with your computer for instructions on how to do this.

Important Batteries contain chemicals, some of which may be harmful to the environment.

Please dispose of used batteries according to your local environmental guidelines.

Lithium

(Li)

Replacing the battery may affect the settings in some of your control panels, including the following:

m Date & Time m Memory (information lost includes RAM disk settings) m Monitors & Sound m Keyboard and Mouse (or Trackpad) m AppleTalk (“Connect via” is set to the Ethernet port) m Map

20 Chapter 1

Make sure you make a note of the settings before you replace the battery.

Note: You may also have to restore modem settings in any communications software programs you are using.

If this doesn’t solve your problem, return to “Problems” on page 7.

Test and repair the hard disk directory.

Follow the instructions in Chapter 4, “Testing and Repairing Your Hard Disk Directory.”

If this doesn’t solve your problem, return to “Problems” on page 7.

Reinstall system software.

Follow the instructions in Chapter 5, “Reinstalling Your Computer’s Software.”

If this doesn’t solve your problem, return to “Problems” on page 7.

Problems Starting Up 21

Where to Find Onscreen Help

Mac OS Help

Step-by-step instructions for using the Mac OS are available from Mac OS Help.

To open the help system,

choose Help from the

Finder’s Help menu.

Mac OS Info Center

The Mac OS Info Center contains information about your computer and the Mac OS, including troubleshooting information.

22 Chapter 1

Double-click the Mac OS Info

Center icon on the desktop to

open the Info Center.

Click this button to see the

online user’s manual.

Click this button to see

troubleshooting information

and information on Apple’s

online support Web sites.

+ 50 hidden pages

Apple iMac G3 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual