Apple MacBook Pro 17 mid 2010 Service Manual

 Apple Technician Guide

MacBook Pro (17-inch, Mid 2010)

Updated 2010-06-11

 Apple Inc.

© 2010 Apple Inc. All rights reserved.

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

MacBook Pro (17-inch, Mid 2010)

Contents

Manual Updates 8

Updated 11 June 2010 8
Updated 14 May 2010 8

Feedback 8

Basics

Overview 10

Specications 10
Note About Images in This Manual 11
Battery Precautions 11
Battery Removal: Tri-Lobe Microstix #2 Screws 11

Serial Number Location 12

Serial Number On Bottom Case 12
Transferring the Serial Number 13

General Information 14

Required Tools 14
The Glass Panel 15
Keycap Replacement 15

Troubleshooting

General Troubleshooting 17

Update System Software 17
Apple Service Diagnostics 17
Test Points 17
Troubleshooting Theory 17
Hardware vs. Software 18
Clamshell Service Diagnostic Read Me 18
Emerging Issues 18
Functional Overview 19
Block Diagram, MacBook Pro (17-inch, Mid 2010) 20
Liquid Contact Indicators 21
Common Reset Procedures 21
Display Issue: Pixel Anomalies 23

Symptom Charts 24

Startup and Power Issues 24

No Power 24
Won’t Start Up 27
Intermittent Shutdown 30
No Video/Bad Video 34
Battery Isn’t Recognized or Won’t Charge 37
Kernel Panic/System Crashes 40
Battery Run Time Too Short 43
Won’t Run on Power Adapter Alone 43
Power Adapter Issue 44
Noise / Hum / Vibration 46
Burnt Smell / Odor 48
Battery Leaking or Swollen 49
Uncategorized Symptom 49

Communications 50

Ethernet Port/Device Issue 50
AirPort/Bluetooth: Defective Wireless Devices 52
No/Poor Wireless Signal 55
Bluetooth Wireless Input Device Loses Connection 57
AirPort Card: Kernel Panic 59
Wireless Performance Issue / Slow Connection 60
Wireless Input Device Doesn’t Pair 62
Uncategorized Symptom 63

Display 64

Display Anomalies 64
Defective Camera / Built-in iSight Not Operating Correctly 68
Blank / No Video 70
Backlight Issue / No Backlight 71
Noise / Unstable Flickering 73
Mechanical/Physical Damage 74
Cosmetic Defects 74
Uncategorized Symptom 74

Mass Storage 75

Hard Drive Read/Write Issue 75
Hard Drive Not Recognized/Not Mounting 76
Hard Drive Noisy 78
Optical Drive Won’t Accept/Reject Media 79
Optical Drive Read/Write Data Error 81
Optical Drive Not Recognized/Mount 82
Optical Drive Noisy 83
Optical Drive Not Performing to Specs 85
Uncategorized Symptom 86

Input/Output Devices 87

USB Port Does Not Recognize Known Devices 87

Built-in Keyboard Does Not Work Properly 88
Specic Keys Don’t Work 89
Built-in Trackpad Does Not Work 90
Built-in Keyboard Has Dim or No Keyboard Backlight 91
Built-in Keyboard Is Not Recognized 93
Built-in Trackpad Does Not Track Properly 94
Apple Remote Inoperable 95
Built-in Speaker Has No Audio 97
Distorted Sound from Internal Speaker 98
Audio: Microphone 99
Express Card Will Not Insert Into Slot 100
Express Card Not Recognized By System 101
Camera Issues 103
FireWire Port Not Recognizing Known Devices 104
Uncategorized Symptom 104

Mechanical Issues: Thermals and Enclosure 105

Reset/Power Button Stuck 105
System Runs Hot 107
Uncategorized Symptom 109

Take Apart

General Information 111

Connector Types on Logic Board 111
Icon Legend 115
Temperature Concerns 115
Screw Sizes 115

Bottom Case 116

Battery 121

Removal 122
Replacement 124

Hard Drive Bracket, Rear 126

Hard Drive 128

Removal 129
Replacement 131

Memory 133

Removal 134
Replacement 135

Camera Cable Guide 136

LVDS Cable Guide 139

Fans 142

AirPort/Bluetooth Flex Cable 144

Optical Drive 146

Optical Drive Flex Cable 150

Hard Drive Connector Cable 152

Battery Indicator Light (BIL) Cable and Board 154

Hard Drive Bracket, Front 157

Display Assembly 159

Removal 160
Replacement 161
Display Hinge Behavior 163

Display Clutch Cover 164

Removal 165
Replacement 166

AirPort/Bluetooth Holder 169

AirPort/Bluetooth Card 172

Right Speaker/Subwoofer 175

Logic Board 178

Removal 179
Replacement 182

Trackpad 184

Removal 185
Replacement 188

MagSafe Board 193

Removal 194
Replacement 195

Heatsink 196

Removal 197
Replacement 199

Left Speaker 201

Microphone Cable 204

ExpressCard Cage 206

Top Case 209

Views

Exploded View 213

Display Assembly 213
Main Assembly, 1 of 2 214
Main Assembly, 2 of 2 215

External Views 216

Front Views 216
Port View 217
Slot Drive View 218
Rear View 218

Screw Locations 219

Bottom Case 219
Battery, AirPort/Bluetooth Holder, Fans 220
Optical Drive, AirPort/Bluetooth Card 221
Logic Board 222
Battery Indicator Light (BIL), Heatsink 223
Left Speaker, Right Speaker 224
Cable Guides from Display 225
Display Assembly 226
Front Hard Drive Bracket, ExpressCard 227
MagSafe Board, Trackpad 228

Manual Updates

Updated 11 June 2010

Troubleshooting:

• General Troubleshooting: Resetting the System Management Controller (SMC): Updated
steps 3 and 4

Updated 14 May 2010

Basics:

• Serial Number Location: Transfering the Serial Number: Added reference to serial number
format article CP1099

• General Information: Required Tools: Updated versions of Apple Service Diagnostic and
Apple Hardware Test

• General Information: Keycap Replacement: Added section about new keycap replacement
kit

Troubleshooting:

• Symptom Charts: Input/Output Devices: Built-In Keyboard Does Not Work Properly: Revised
step 1 of Deep Dive table for keycap kit reference

• Symptom Charts: Input/Output Devices: Specic Keys Don’t Work Properly: Revised step 5 of
Quick Check table for keycap kit reference

2010-06-11

Apple Technician Guide introduced 13 April 2010

Feedback

We want your feedback to help improve this and future Technician Guides!
Please email any comments to [e-mail]

MacBook Pro (17-inch, Mid 2010) Basics — Manual Updates 8

 Apple Technician Guide

Basics

MacBook Pro (17-inch, Mid 2010)

© 2010 Apple Inc. All rights reserved.

Overview

2010-06-11

Specications

The MacBook Pro (17-inch, MId 2010) computer features a 2.53 GHz Intel Core i5 or 2.66 GHz
Intel Core i7 processor, NVIDIA GeForce GT 330M graphics processor, and aluminum unibody
enclosure. For full technical specications, refer to AppleCare Tech Specs:

http://support.apple.com/specs/

MacBook Pro (17-inch, Mid 2010) Basics — Overview 10

Note About Images in This Manual

Because a pre-production model was used for most of the images shown in this manual, you
may notice small dierences in appearance between the image pictured and the computer you
are servicing. However, although the appearance may dier, the steps and sequence are the
same unless noted.

Screw sizes shown are approximate and indicate the total length including the screw head.

Battery Precautions

This computer contains an internal-only battery that is serviceable by Apple-authorized service
providers only. Tamper-proof screws are employed to prevent customers from attempting to
remove it.

WARNING: Every time you remove the bottom case, disconnect the battery cable from the

logic board.

WARNING: Because the battery is internal and connected to the logic board by a cable, it MUST

BE DISCONNECTED before performing service procedures. If you fail to do so, live current from

the battery will short circuit the components and render the logic board and/or LVDS cable
unusable.

2010-06-11

Battery Removal: Tri-Lobe Microstix #2 Screws

Important: Tri-lobe Microstix #2 screws secure the battery in place. Use a tri-lobe large #0

screwdriver (Apple part number 922-8991) for the battery screws.

Important: The only time the battery should be removed is when replacing these:

• battery

• trackpad

• top case

MacBook Pro (17-inch, Mid 2010) Basics — Overview 11

Serial Number Location

Serial Number On Bottom Case

Turn over the computer to see the serial number etched on the bottom case near the hinge.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Basics — Serial Number Location 12

Transferring the Serial Number

When replacing a bottom case, retain the customer’s bottom case until the repair is complete.
Before installing the replacement bottom case, use a ne tip permanent marker to write the
original serial number clearly and legibly in uppercase box letters directly onto the inside of the
new bottom case.

CAUTION: Take great care in deciphering the small typeface of the etched serial number
on the bottom case. You might need a magnifying glass to see it clearly. It is imperative
that you transfer the correct alphanumeric characters. Keep in mind that Apple serial
numbers always use the numbers 1 and 0 instead of the Roman letters “I” and “O.”

2010-06-11

Note: If your repair site has a bar code reader, you can also nd a set of serial numbers on the
memory card carrier (A = system; B = logic board). For information on the serial number format,
refer to

http://support.apple.com/kb/CP1099?viewlocale=en_US

Important: Do not remove the label.

MacBook Pro (17-inch, Mid 2010) Basics — Serial Number Location 13

General Information

Required Tools

Caution: To prevent scratches or other cosmetic damage to the computer housing, use a soft

cloth as a protective layer when removing and installing the external screws.

The following tools are required to service the computer:

• Clean, soft, lint-free cloth

• ESD wrist strap and mat

• Magnetic Phillips #0 screwdriver

• Magnetic Phillips #00 screwdriver (preferably with a long handle)

• Torx T6 screwdriver

• Large tri-lobe #0 screwdriver (Apple part number 922-8991)

• Black stick (Apple probe tool, part number 922-5065) or other nonconductive nylon or
plastic atblade tool

• EMI-safe plastic or nylon tweezers for installing ex cables (optional)

• Thermal grease (Apple thermal compound syringe, part number 922-7144)

• Alcohol wipes

• Permanent marking, felt-tip pen

• Pencil with eraser

• Foam wedge xture for display assembly removal (Apple part number 922-8779)

• Kapton tape

• Tweezers, ESD safe, extra ne points, for at cable replacement

• Magnifying glass, for reading serial number etched on bottom case

• Digital volt meter (troubleshooting)

2010-06-11

Refer to Knowledge Base article “Hand Tools for Desktop and Portable Repairs--AP/CA/EU/JP/
LA/US” to purchase tools:

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

In addition, the following software programs are required for troubleshooting:

• Apple Service Diagnostic (ASD), version 3S136 or later

• Apple Hardware Test, version 3A185 or later

MacBook Pro (17-inch, Mid 2010) Basics — General Information 14

The Glass Panel

Warning: The glass panel s not a serviceable part. If the glass is broken or scratched, replace the

display assembly. Attempting to remove the glass can permanently shatter the display face and
damage other parts.

To clean the glass panel, use the Apple polishing cloth (922-8245) and iKlear Apple Polish or
Brillianize anti-static spray cleaning solution. Alternatively, IPA (isopropyl alcohol) can be used.

Keycap Replacement

Service packages of 78 replacement keycaps are now available in the U.S. and Canada (U.S.
version keyboard only) for designated MacBook and MacBook Pro computers. The packages
allow you to replace individual keycaps rather than the entire top case.

There are four dierent keycap packages, based on the color of the key and the type of
keyboard (version D and S).

Part number Key color Keyboard

922-9277 Black Version D
922-9279 Black Version S
922-9278 White Version D
922-9280 White Version S

For step-by-step instructions, refer to the relevant support article: “MacBook/MacBook Pro:

Black Keycap Replacement” (HT4002) or “MacBook: White Keycap Replacement” (HT4003).

For an overview of the dierences among keycap procedures, refer to “MacBook/MacBook

Pro: Keycap Replacement Matrix” (HT4001).

2010-06-11

MacBook Pro (17-inch, Mid 2010) Basics — General Information 15

 Apple Technician Guide

Troubleshooting

MacBook Pro (17-inch, Mid 2010)

© 2010 Apple Inc. All rights reserved.

General Troubleshooting

Update System Software

Important: Whenever possible before beginning troubleshooting, ensure the latest software

and rmware updates have been applied.

Apple Service Diagnostics

Run Apple Service Diagnostic to determine if any of the thermal sensors are malfunctioning.
Replace any failing sensors. See chart below for correlation between error code and part.

Name Location

TC0D Logic Board
TC0P Logic Board
TG0D Logic Board
TG0H Logic Board
TG0P Logic Board
TG0T Logic Board
Th2H Logic Board
TN0D Logic Board
TN0P Logic Board
Tm0P Logic Board
Ts0P Trackpad ex
TB0T Battery pack
TB1T Battery pack
TB2T Battery pack
TB3T Battery pack

2010-06-11

Test Points

There is no silkscreen text on nal production logic boards. Test points mentioned in
troubleshooting charts are solely for reference.

Troubleshooting Theory

For general information on troubleshooting theory, refer to:

http://service.info.apple.com/service_training/en/006/troubleshoot/index.php?page=intro

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Apple Service Diagnostics 17

Hardware vs. Software

For information on how to isolate a hardware issue from a software issue, refer to:

TS1394—Mac OS X: Troubleshooting installation and software updates <http://support.apple.

com/kb/TS1394>

HT2956—Troubleshooting Mac OS X installation from CD or DVD <http://support.apple.com/

kb/HT2956>

For information on how to troubleshoot a software issue, refer to:

HT1199—Mac OS X: How to troubleshoot a software issue <http://support.apple.com/kb/

HT1199>

Clamshell Service Diagnostic Read Me

Isolating video and wireless issues in portable computers can be time consuming and
confusing. The Clamshell Service Diagnostic (CSD) is a new diagnostic tool that checks Apple’s
latest portable computers for the presence of AirPort, Bluetooth, LCD and Ambient Light Sensor
(ALS) to assist you in quickly making a failure determination.

Troubleshooting benets of using CSD include:

• Quick way (less than 1 minute) to determine if clamshell-related modules (AirPort,
Bluetooth, LCD and ALS) are electrically connected without taking apart the system.

• Results of CSD can help pinpoint if any clamshell cables may need to be reseated to logic
board.

• Diagnostic results can help isolate a video or wireless issue to either the clamshell or the
logic board, to avoid unnecessary replacements of these components.

CSD checks for the presence of the computer’s:

• AirPort

• Bluetooth

• LCD

• ALS

CSD does not check for the presence of the computer’s:

• iSight camera

• externally connected hardware components (such as USB or FireWire devices)

CSD does not check for issues with the OS X or other software-related problems such as
application or extension conicts.

Emerging Issues

2010-06-11

For the latest on troubleshooting issues, refer to Global Service Exchange (GSX) and reference
Service Source, Knowledge Base and the Service News tabs for product specic information.

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Hardware vs. Software 18

Functional Overview

Refer to this diagram for symptoms related to MacBook Pro (17-inch, Mid 2010) logic board
connectors.

• no camera

• no camera LED (when camera is on)

• no keyboard illumination (when ALS

• no power on (flex shorting SMC)

Trackpad

+ trackpad button

+ thermal sensor:

• no cursor

movement

• no click action

• unit running slow

(when no sensor

input)

Keyboard

+ power on

button:

• no power (unless

shorting power on

pads on logic

board)

-dead keys

Right speaker / subwoofer:

• no sound from right speaker or woofer

• distorted right or center sound

SATA optical drive:

• no optical drive visible on Sata bus

• no boot from odd

AirPort / Bluetooth

antennas:

• poor / no AirPort reception

• unable to reliably pair Bluetooth

• any of these communications failing

• no startup (if flex cable is shorted)

Sleep LED

+ infrared sensor

+ magnetic sleep sensor:

• no sleep LED status

• no infrared reception

• no sleep when clamshell closed

• no video on internal display (sensor

stuck)

sensor is covered)

AirPort / Bluetooth card:

(when ALS sensor is

covered)

kernel panic

• video artifacts when

integrated GPU is used

(shared ram)

Camera + camera LED + ambient light

sensor:

Keyboard backlight:

• no keyboard illumination

Memory:

• no startup, unresponsive,

Battery (under

logic board):

• not running with

battery only

• no power on

(without a correct

model of AC

adapter present)

Fans:

• intermittent shutdown

• freezes (when too hot)

• noisy fan

ExpressCard:

• no ExpressCard

seen (on either

USB or PCI

ExpressCard

buses)

LCD + LCD backlight:

• poor / no video on internal

LCD

• no LCD backlight

SATA hard

drive:

• no hard drive

visible on Sata

bus

• no startup from

hard drive

Battery indicator LEDs

+ battery level button:

• no battery error indication

• no battery level while

charging

• no battery level shown

when button pressed

Microphone

• no integrated sound

input

Left speaker

• no left sound

• distorted left sound

Connectors located on

the opposite side of the

MLB:

MagSafe connector

(under logic board):

• no power on

• no battery charge

2010-06-11

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Functional Overview 19

Block Diagram, MacBook Pro (17-inch, Mid 2010)

Refer to this diagram to see how modules are interrelated.

2010-06-11

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Block Diagram, MacBook Pro (17-inch, Mid 2010) 20

Liquid Contact Indicators

Liquid contact indicators (LCI) have been added to specic locations on current Mac portables
to help determine if systems have been damaged by liquid. The sensors are only visible when
the bottom case and some of the modules have been removed. Normally represented by small
white dots, the LCIs turn red when they have come in contact with liquid, such as an accidental
spill.

For more information, refer to Knowledge Base article HT3400: “About Liquid contact indicators
(LCI) on portable computers.” http://support.apple.com/kb/HT3400

Common Reset Procedures

When a reset procedure is required for troubleshooting, follow the applicable steps:

Resetting the System Management Controller (SMC)

To reset power management via the SMC chip:

1. If the computer is on, turn it o by choosing Shutdown from the Apple () menu.

2. Connect the power adapter to the computer and to a working power source.

3. Important: Use the keys on the left side of the keyboard. On the built-in keyboard, press

Shift-Control-Option along with the power button once.

Note: When the LED on the MagSafe connector is orange, resetting the SMC will change it
to green for a few seconds, indicating that SMC was correctly reset.

4. Wait 5 seconds and press the power button to restart the computer. Note: If bottom case
is removed, you may alternately reset the SMC by disconnecting the power adapter and the
main battery, and holding the power button down for ve seconds.

For more information:

http://www.apple.com/support

HT1411—Apple Portables: Resetting the System Management Controller (SMC) <http://

support.apple.com/kb/HT1411>

2010-06-11

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Liquid Contact Indicators 21

Resetting the Parameter RAM (PRAM)

To reset PRAM,

1. If the computer is on, turn it o.

2. Locate the following keys on the keyboard: Command, Option, P, and R. You will need to

hold these keys down simultaneously in Step 4.

Note: If the keyboard does not have an Option key, use the Alt key instead.

3. Turn on the computer.

4. Press and hold the Command-Option-P-R keys.

Important: You must press this key combination before the gray screen appears.

5. Hold the keys down until the computer restarts and you hear the startup sound for the

second time.

6. Release the keys.

For more information:

http://www.apple.com/support

HT1379—Apple Portables: Resetting the PRAM <http://support.apple.com/kb/HT1379>

Starting Up in Safe Mode

A Safe Boot is a special way to start Mac OS X when troubleshooting. To start up into Safe Mode
(Safe Boot),

1. Make sure the computer is shut down.

2. Press the power button.

3. Immediately after you hear the startup tone, press and hold the Shift key.

Note: The Shift key should be held as soon as possible after the startup tone but not

before.

4. Release the Shift key when you see the screen with the gray Apple and progress indicator
(looks like a spinning gear). During startup, ”Safe Boot” appears on the Mac OS X startup
screen. To leave Safe Mode, restart the computer normally, without holding down any keys
during startup.

For more information:

http://www.apple.com/support

HT1564—What is Safe Boot, Safe Mode? <http://support.apple.com/kb/HT1564>

TS1884—Safe Boot take longer than normal startup <http://support.apple.com/kb/

TS1884>

2010-06-11

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Common Reset Procedures 22

Display Issue: Pixel Anomalies

When displaying a single color over the screen area, the LCD panel might show one or more
pixels that are not properly lit. To determine if the display has an acceptable number of pixel
anomalies, follow the steps below:

1. Set the display image to one of the following colors: all-white, all-red, all-green, all-blue, or
all-black display. Knowledge Base article 112125: “Service Diagnostics Matrix”, has the LCD
Tester Diagnostic Utility that will generate these patterns on the screen.

2. Using a jeweler’s loupe, pocket microscope, or other magnifying device, identify and
count each pixel anomaly:

Bright subpixel anomaly = subpixel that is always on

Dark subpixel anomaly = subpixel that is always o

3. The number of acceptable pixel anomalies for this computer is:

Bright Up to 3
Dark Up to 5
Combination Up to 7

4. If the number of subpixel anomalies exceeds the acceptable number shown above, replace
the LCD panel display assembly. Numbers outside the acceptable range would be

Bright 4 or more
Dark 6 or more
Combination 8 or more

5. If the number of subpixel anomalies is acceptable, explain to the customer that the
pixel anomalies are within specications, and no repair is necessary.

Important: Do not release the specications to customers. Instead, inform them that a
certain number of subpixel anomalies are considered acceptable, and these factors apply to
all manufacturers using LCD technology—not just Apple products.

When speaking with customers, please use the following explanation:

• Active-matrix LCD technology uses rows and columns of addressable locations (pixels)
that render text and images on screen. Each pixel location has three separate subpixels
(red, green, and blue) that allow the image to be rendered in full color. Each subpixel has a
corresponding transistor responsible for turning the subpixel on or o.

• There are typically millions of these subpixels on an LCD display. For example, the LCD panel
used in the Apple Cinema HD display is made up of 2.3 million pixels and 6.9 million red,
green, and blue subpixels. Occasionally, a transistor does not work perfectly, which may
result in the aected subpixel being turned on (bright) or turned o (dark). With the millions
of subpixels on a display, it is quite possible to have a low number of faulty transistors on an
LCD. Therefore, a certain number of subpixel anomalies are considered acceptable. Rejecting
all but perfect LCD panels would signicantly increase the retail price for products using
LCD displays. These factors apply to all manufacturers using LCD technology—not just
Apple products.

2010-06-11

MacBook Pro (17-inch, Mid 2010) General Troubleshooting — Display Issue: Pixel Anomalies 23

Symptom Charts

Follow the steps in the order indicated below. If an action resolves the issue, retest the system
to verify. Note: A compilation of Quick Check tables is available at http://service.info.apple.

com/QRS/en/quickreference.pdf.

Note: There is no silkscreen text on nal production logic boards. The photos shown with test

points are from pre-production units and are solely for reference.

Startup and Power Issues

No Power

Unlikely cause: display assembly, speakers, optical drive, hard drive

Quick Check

Symptom Quick Check

No Power / Dead Unit

• No power

• No image

• No startup chime

• No fan or hard drive spin

• No reset sound from optical
drive

• No sleep LED activity

• No light if Caps Lock pressed

• Non-operational

1. Verify AC power presence with MagSafe LED
indicating on or charge state.

2. Verify battery status as being partly charged,
charging with AC power.

3. Reset SMC.

4. Run Battery Diagnostic Utility.

Deep Dive

Check Result Action Code

1. Isolate peripherals as cause.

Disconnect all peripherals and
external devices and verify that
unit starts.

Yes Suspect peripherals as cause.

Reconnect devices one at a
time, verifying unit operation
as external devices are
reinstalled.

2010-06-11

No Go to step 2

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 24

2. Reset SMC (remove all system
power for 1 minute), and verify
unit starts. Can system start up
after SMC reset.

Yes Corrupt SMC state preventing

power on. Issue resolved with
SMC reset.

No Go to step 3

3. Will system power up with
battery only? Check battery
level LED indicator for status
of battery charge or battery
use error. Inspect battery
connector for burn marks or
damaged pins if substituting a
known-good battery to verify
starting on battery.

4. Original battery may be run
down, or not recognized.
Verify original battery in
a known-good system is
recognized and accepting
a charge. Conrm original
battery is not consumed nor
defective.

Yes System can start up from

known-good battery -­original battery possibly at
fault or needs to be charged.
Continue to verify original
battery then AC adapter use
and battery charging. Go to
step 4.

No System will not power using

known-good battery only. Go
to step 5

Yes Battery is recognized,

charging and health is
good. Return to test unit
with original battery and AC
adapter power. Go to step 6.

No Replace original battery for

not charging (P10) or not
recognized (P11). Customer
to purchase a replacement
battery if consumed.

P11

P10

or

P11

2010-06-11

5. Inspect battery cable
connection at logic board and
reseat if necessary. Replace
battery if battery cable is
damaged or burned. Verify if
the system powers on from a
charged battery.

6. Inspect MagSafe power
adapter. Verify AC adapter is
correct wattage, compatible
with product and works on
known-good computer.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 25

Yes Battery power restored, retest

unit with original battery and
AC adapter power. Go to
step 6.

No Logic board is expected to

power on with battery only.
Inspect and test power on
key. Go to step 10.

Yes Power adapter is good, go to

step 7

No Release stuck pin or replace

adapter due to wire damage,
not working, or burned pins

P14

7. Inspect MagSafe port on

computer for physical damage,
debris or metal fragments
attracted to magnetic
connector. Verify if MagSafe
connector is clean and free
from defects.

Yes Go to step 8

No Clean port assembly. Replace

MagSafe board if necessary.

X03

8. Verify adapter status LED

turns on green then orange
indicating power and battery
charge in progress.
A green LED can indicate a full
battery, removal of battery or
battery not recognized.

9. Verify power from adapter is
present on logic board.
Remove system battery, use
AC power only. Reseat or test
known-good MagSafe cable to
achieve power for logic board.

10. Remove two screws on metal
cable cover to access keyboard
connector and plug a known
good powered AC adapter.

-Try to power system using top
case power key. If no power on,
reseat keyboard ex cable to
logic board and retest.

If no power on , short the two
pads (as illustrated) and verify
if system powers on.

- If no power on, the power
key may be stuck. Disconnect
keyboard cable and try
shorting the two pads again.
Verify if system powers on.

Yes System starts and has power.

MagSafe LED indicates power
is owing to logic board.
Verify original battery will
also charge. Review battery
health to ensure customer
satisfaction.

No AC power is down or battery

is not charging. Go to step 9

Yes Logic board has power

adapter energy to start
system. MagSafe cable reseat
or replacement resolved issue.
If still no system power on
indications, go to step 10

No AC adapter power not going

to logic board power supplies.
Replace logic board.

Yes Power on key works ne, issue

resolved.

Power on key works after
keyboard cable is reseated.
Issue resolved.

Power on key was stuck, had
to disconnect keyboard cable
to be able to power on by
shorting pin 5 to ground.
Replace top case for stuck
power on key.

No No logic board power on

when shorting power button
pads on logic board.
Replace logic board.

P11

X03

M21

K05

M01

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 26

Won’t Start Up

Unlikely cause: display assembly, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

Power but No start up

• No startup chime, some video
activity, Apple logo, startup
spin dial

• Startup chime with possible
beep tones.

• Fan, hard drive spin or optical
drive reset sound

• Sleep LED is on , blinking or
went out

• Caps Lock LED toggles when
pressed

1. Reset SMC.

2. Verify startup process passes initial memory

checks – no beep errors or ashing sleep LED
indicators. Display activity is starting up.

3. Clear PRAM. Verify starts up from user drive.

4. Connect known-good external bootable device

and press Alt key during startup then select
external startup device to bring up system for
diagnostics.

5. Verify presence and status of user hard drive. Use
Disk Utility to repair drive and le permissions.

Deep Dive

Check Result Action Code

1. Reset SMC and Clear PRAM to

set default startup device to
internal hard disk drive (HDD).

Yes User hard drive bootable,

issue resolved default
settings.

2010-06-11

2. Verify if system is indicating a
memory error with a repeated
1 or 3 ashes sequence of
sleep LED or beep tones (if
sound is enabled).

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 27

No System not starting up, go to

step 2

Yes Troubleshoot memory issues,

go to step 3

No Continue with startup

sequence verication go to
step 4

3. Reseat original memory and/or
swap in known-good memory
to isolate bad memory and
replace defective parts.

Yes Original memory defective

and replaced. Continue to
verify startup process. Go to
step 4

X02

4. Hold the Alt (Option) key

during startup and verify there
is a bootable hard drive shown
in Startup Manager. Choose
original hard drive. Verify if
system can start up from this
drive.

5. Insert product OS install disc
in optical drive. Install disc
is bootable and should be
present in Startup Manager.
Verify if system can start up
from OS install disc.

6. Boot from a known-good
bootable copy of product OS
on a USB drive or network
server to start up and verify
internal mass storage devices
are available using System
Proler and Disk Utility.

No Should known-good memory

fail in one or more slots,
replace logic board.

Yes System starting up from

original hard drive. Startup
issue resolved

No Original hard drive not

present or does not start up
from this drive. Continue to
nd bootable device. Go to
step 5

Yes Starts up from optical drive;

original hard drive not yet
bootable, go to step 8

No Computer has no internal

bootable devices. Test
external startup devices, go
to step 6

Yes System started up from

external device and reports
data regarding internal SATA
devices. Go to step 7

No No startup devices available.

Replace logic board

M07

M02

2010-06-11

7. Troubleshoot optical drive
cable connection, optical cable
failure or optical drive failure

step by step:

-Reseat optical drive cable and
retest,

-Replace with known-good
optical drive cable and retest,

-Test with known-good optical
drive.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 28

Yes Cable reseat solved issue.

Continue to verify hard drive
issues, go to step 8

Defective optical drive cable

X03

found and replaced. Continue
to verify hard drive issues, go
to step 8

Defective optical drive found

J03

and replaced. Continue to
verify hard drive issues, go to
step 8

No Replace logic board M19

8. Use Disk Utility loaded from
OS install disc to verify if hard
drive is available on device list.
Verify if original hard drive is
listed in Disk Utility.

Yes Original hard drive available

for inspections and repair. Go
to step 10.

No Hard drive not present,

troubleshoot hard drive and
cable. Go to step 9.

9. Troubleshoot hard drive cable
connection, cable failure or

drive failure step by step:

-Reseat hard drive cable and
retest,

-Replace with known-good
hard drive cable and retest,

-Test with known-good hard
drive.

10. Boot system with Shift Key
down. Verify if system boots in
Safe Mode.

11. Use Disk Utility to repair
original hard drive and repair
permissions if system OS found
on hard drive. Verify if hard
drive is bootable after software
repairs.

Yes Reseat of SATA cable now

shows original hard drive
visible in Disk Utility, go to
step 10

Defective hard drive SATA
cable found and replaced,
Now original hard drive is
visible in Disk Utility, go to
step 10

Suspect original hard drive
defective, attempt OS restore,
go to step 10

No Known-good hard drive and

known-good hard drive cable
used, but still no hard drive
seen. Replace logic board

Yes Go to software

troubleshooting article

No Go to step 11

Yes OS on original hard drive

repaired, issue resolved.

No Hard drive not bootable,

perhaps missing OS, go to
step 12

X03

M19

2010-06-11

12. Use Disk Utility to partition
original hard drive with one
GUID partition then restore
Mac OS from product OS install
disc. Verify if hard drive is
bootable after OS instal.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 29

Yes Original hard drive now starts

up from new OS image, issue
resolved

No Replace hard drive. H02

Intermittent Shutdown

Unlikely cause: hard drive, optical drive

Troubleshooting Shutdown Issues

Before troubleshooting shutdown issues, always do the following:

• Run the available Apple diagnostics to check for cause of previous shutdown(s). Running
ASD also helps isolate any abnormal value reading from a thermal, voltage, or current
sensor or from a fan speed meter.

• Collect all available information from the user on shutdown details: periodicity, power state
when issue happens, running applications, running time before shutdown.

User-related shutdowns

A computer shutdown may be caused by user operation. Shutting down the computer (by
selecting the Shut Down menu, by pressing the power button for at least 4 seconds, or by
programming a timed shutdown in the Energy Saver preferences) should not be considered as
a failure unless the power button or the magnetic sleep sensors are found to be defective.

Suggested steps for troubleshooting:

• Reset SMC.

• Check Energy Saver preferences settings.

• Test top case button and magnetic sleep sensor operation and secure connection to logic
board.

Activity-related system shutdowns

These shutdowns are linked to system settings, devices drivers, applications, or operating
system freezes.

• System could not nish the standard shutdown process and had to force shutdown.

• An installed watchdog detected that an application did not respond within the specied
time. (This watchdog can be enabled in Mac OS X Server Energy Saver preferences.)

Suggested steps for troubleshooting:

• Check the system logs and activity monitor utility for clues on the freezing process.

• Check for available software and rmware updates for installed device drivers, applications,
or operating system.

• Start the system from a known-good and up-to-date bootable drive for issue reproduction.

Power-related system shutdowns

These shutdowns are due to power management, poor connections or defective power
sources.

• External or battery power source was removed.

• Battery went empty while computer was on.

• Battery went empty while computer was asleep.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 30

Suggested steps for troubleshooting:

• Reset SMC.

• Check that AC cable, AC adapter and battery connections are secure to logic board.

• Verify battery and power adapter sources using the Battery and Adapter test utility.

Hardware-related system shutdown

These shutdowns are due to temperature, voltage, current, fan speed or other hardware-related
sensor values going out of range.

• One of the temperature sensors reached a specied temperature limit.

• One of the voltage sensors reached a specied voltage limit.

• One of the current sensors reached a specied current limit.

Suggested steps for troubleshooting:

• Check all sensors connections and values using Apple Service Diagnostics and other
available Apple Service utilities.

• Conrm correct Apple-branded battery and power adapter are installed.

• Check for abnormal battery temperature.

• Check fan(s) operation.

• Conrm cleanliness of heatsink ns and air ows.

• Conrm heatsink is correctly seated on logic board and thermal material is present.

Quick Check

Symptom Quick Check

Intermittent shutdown

• Powers o during startup

• Powers o with desktop use

1. Collect details from customer on shutdown
occurrence and system conguration when it
happens (on battery, when running for a while,
frequency of shutdowns, running applications,
shutdown repeatability). If shutdown can be easily
reproduced, check next steps:

2. Verify battery charge status

3. Check AC adapter MagSafe connector and

connection with system

4. Reset SMC and PRAM

5. Start up with shift key down for safe mode

6. Startup from known-good bootable device

7. Run ASD for sensors + thermal tests

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 31

Deep Dive

Check Result Action Code

1. Activity related shutdowns:

Reset SMC and PRAM and
verify that shutdown issue still
happens.

2. Booting from known-good
bootable drive , verify that
shutdown issue still happens.

3. Power related shutdowns :
verify that shutdown issue
can ONLY be reproduced with
user’s battery and AC adapter.

Yes Check with known-good

bootable drive: go to step 2

No Shutdown cause was related

to SMC or Pram programmed
shutdown settings or
corruption, and was resolved
by reverting them to default
settings.

Yes Go to Power related

shutdowns on step 3

No Shutdown events do not

happen on known-good OS.
Reinstall Mac OS on original
hard drive, update OS with
latest version and check if any
rmware update is available.

Yes Intermittent power issue

means checking user’s
AC cable for intermittent
connection, checking user’s
battery and AC adapter
health,

4. Reset SMC and PRAM, then
verify if shutdown symptoms
does not happen anymore.

5. Check system running on
battery only. Use known-good
charged battery.
Verify if shutdown/reset/sleep
issues disappear when known­good battery is used without
AC adapter.

No Issue also happens with

known-good battery and AC
adapter. Go to step 4

Yes Shutdown cause was related

to SMC or Pram settings or
corruption, and was resolved
by reverting them to default
settings.

No Shutdown event still occurs.

Go to step 5.

Yes Recharge original battery

and retest. Check for battery
health in Apple System
Proler or run Battery &
Adapter Test utility, and
replace battery if its health is
reported bad or consumed.

No Symptoms unchanged - Go

to step 6

P09

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 32

6. Check with known-good AC
adapter source only
Remove battery and use
known-good AC adapter.
Verify if the shutdown/reset/
sleep issues disappear with
known-good adapter.

Yes Faulty user’s AC adapter.

Replace user’s AC adapter if
AC cable and duckhead were
conrmed good.

No Symptoms unchanged - Go to

Hardware-related shutdowns
on step 7

P14

7. Hardware-related shutdowns:

Run ASD and verify if a sensor
failure is reported.

8. Verify if a thermal sensor or fan
failure is reported in ASD.

Yes -If a temperature or a fan

sensor failure is reported, go
to step 8

-If a voltage or a current
sensor failure is reported
in ASD w/known good AC
adapter and batteries, replace
logic board.

No Setup ASD to loop test suite

for burn in tests and go to
step 7. If no failure is found
after burn in tests, return unit
to customer for no failure
found.

Yes -If fan not running failure,

check for fan cable seating
and retest. If same failure
after retest replace fan with
known-good fan and retest.
If issue does not happen with
known-good fan, replace
user’s fan.

-If an over temp failure
reported, check for cause of
over temp, like obstructed
vent, dust in heatsink n,
clogged fan and retest. If still
failing replace part where
sensor is located (logic
board, battery, or trackpad)
according to the sensor
location table . Go to step 9

M23

X22

M23

P17
K99

2010-06-11

No Replace Thermal module

X10

Go to step 9

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 33

9. Isolate if issue solved
Verify if shutdown/issue does
not happen anymore after part
exchange.

Yes Issue xed

No Replace logic board with

corresponding symptom:

-if for thermal error cause

-if for other cause

No Video/Bad Video

Unlikely cause: hard drive, optical drive, top case, battery, power adapter

Quick Check

Symptom Quick Check

M18

M08

Power, but No Video

• Power

• No video

• fan, hard drive spin, or optical
drive reset sound

• sleep LED is on or went on

• light if Caps Lock pressed

1. Reset SMC.

2. Reset PRAM.

3. If no startup chime, verify with known-good

memory.

4. Verify with external monitor.

5. Press Alt key on startup..

Deep Dive

Check Result Action Code

1. Characterize video issue

Dene whether the issue is a
bad image with backlight OR a
no video issue.
Verify if some image even
distorted is visible.

2. Isolate Peripherals as cause
Disconnect all peripherals,
external devices, and display
adapters if present, and verify if
video is displayed.

Yes Bad image quality, go to step

5

No No image seen or no

backlight, go to Step 2

Yes Suspect peripherals as cause.

Reconnect one at a time,
verifying unit operation at
each stage

2010-06-11

No Go to Step 3

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 34

3. Adjust Brightness

Power-on unit , attempt to
adjust brightness to maximum
using brightness (F1/F2) keys
and verify if video is displayed.

Yes Video displayed - Brightness

set to minimum, panel
backlight was inadvertently
turned o. If backlight returns
to low check for stuck F1 key
on keyboard.

No Go to Step 4

4. Reset SMC and verify if system

video is displayed.

5. Reset PRAM.

If no action, use external
keyboard with same sequence.
Verify if system video is
displayed.

6. Connect External video

Connect known-good VGA/
DVI adapter to known-good
display, press power button
and close display to force main
screen startup on external
video. Verify if video is correct
when displayed from external
display.

Yes Corrupt SMC State preventing

video.

No Go to Step 5

Yes Invalid or Corrupt PRAM

contents aecting video
output

No Go to step 6

Yes Video correct on external

display. Research available
rmware and software
updates, retest.

If returning with software
already updated, go to Step 7

No Replace logic board with

according symptom code:

-no video

-bad/distorted video

M03
M04

2010-06-11

7. Isolate LCD display detection

Disconnect external monitor
and reopen display and
restart unit. Verify if sleep LED
indicator goes o after internal
LCD has been detected.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 35

Yes Sleep LED goes o when LCD

detected.

-If still no video then Go to
step 8,

-If video present, but with
defect, go to step 9

No Internal LCD not detected.

Run Clamshell Service
Diagnostic utility and check
for LCD panel presence. If
not found, reseat LVDS cable
connection on logic board
and retest. If sleep led still
does not go o after cable is
reseated, go to step 10

8. Check sleep sensor condition. If
display assembly sleep sensor
is stuck in a closed state, video
will appear on internal display
temporarily until the system
sleeps. Disconnect BIL/ sleep
cable and restart unit without
external display. Verify if system
starts up with video on internal
display stays on and does not
go into sleep mode.

Yes Sleep sensor was stuck or had

shorted cable. Replace BIL/
sleep sensor cable.

No Symptoms unchanged - Go

to Step 9

X13

9. Check for No Backlight

Condition.
Power on unit.
Using a lamp or low-heat light
source, inspect for faint image,
and verify if a faint image can
be seen.

10. Verify with Known good
display assembly
Connect known-good display
assembly to system.

Yes Logo image visible - check

LVDS cable and inspect for
damage near clutches:
. if damaged, replace display
assembly and go to step 11
. if cable is not damaged, run
Clamshell Service Diagnostic
utility and check for LCD
panel presence, If not found,
reseat LVDS cable and retest,
then go to step 11

No If symptom continues, go to

step 10.

Yes System is functioning with

known-good display assembly
Replace display assembly if
following symptom reporting:

- had no power issue

- had incorrect/missing colors

- had blank video

- had distorted / blurred video

- had vertical/horizontal lines

- had noise/unstable ickering

- had dim backlight

- had bad spot(s)/pixels

- had no backlight

- could not change resolution

L09

L01
L02
L03
L04
L05
L06
L07
L08
L09
L10

2010-06-11

11. Verify with reseated backlight
cable or replaced display
assembly
Verify if unit now has video
and backlight.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 36

No Symptoms unchanged -

replace logic board

Yes Issue was only due to

damaged display assembly or
unseated cable.

No Previous display cable

damaged the logic board.
Replace logic board.

M03

M25

Battery Isn’t Recognized or Won’t Charge

Unlikely cause: display assembly, speakers, optical drive, hard drive, trackpad

Quick Check

Symptom Quick Check

Battery isn’t recognized or won’t
charge

• AC adapter

• No MagSafe LED indicator

• No orange charge indication

• Battery status LEDs:

- single chase

- all ash

- no LED

1. Check battery level and test AC power.

2. Reset SMC by pressing the (left) Shift-Control-

Option keys along with the power button once.

3. Test system, using Battery Diagnostic Utility.

Deep Dive

Check Result Action Code

1. Verify if the MagSafe LED goes

from green to amber when
connected to the system.

Yes Battery is recognized and

charging. Go to step 6

No LED is green, Battery may be

full or not recognized. Go to
step 2

LED was on momentarily then
went out. Go to No Power for
system (M01)

2010-06-11

2. When the Battery status
button is pressed, verify if any
of the lights comes on.

3. When battery level button
is pressed, verify if battery
status indicates a fully charged
battery with all LEDs on.

4. Verify if battery status indicates
the battery is not recognized
with a single LED on that
chases back and forth 5 times.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 37

Yes Go to step 3

No Go to step 11

Yes Original battery charged,

check health. Go to step 13.

No Go to step 4

Yes Go to step 8 and tag battery

as a possible P11 candidate.

No Go to step 5

(P11)

5. Verify if battery status indicates

the battery is recognized but
not charging with all LEDs
blinking.

Yes Go to step 8 and tag battery

as a possible P10 candidate

No Go to step 6

(P10)

6. Verify if battery status indicates

battery charge and ash the
next level 5 times.

7. Verify if battery status indicates
a low battery with a LED
ashing rapidly indicating
initial charging of battery.

8. Test with a known-good
battery. Verify if battery is
recognized and charging.

9. Inspect original battery
contacts and battery cable
connector, and verify any trace
of corrosion or obstructions.

Yes Original battery charging,

check battery condition. Go
to step 13

No Flashing rst LED only, go to

step 7

No battery status LEDs on, go
to step 11

Yes Allow original battery to

charge to 1 LED on before
checking battery condition.
Go to step 13.

No Go to step 8

Yes Replace original battery

(P10 not charging or P11 not
recognized)

No Go to step 9

Yes Clear obstructions or

replace the battery if cable if
corroded and recheck..

No Go to step 10

P10 or

P11

X03

2010-06-11

10. Reseat battery harness at logic
board connector, and retest.
Verify if battery is recognized
and charging.

11. Battery status LEDs not
working - inspect for any
button stuck or cable
disconnected at logic board
and reset SMC.

12. Remove system battery status
indicator ,and test with known­good battery status indicator
assembly. Verify if LEDs now
indicate a correct battery level.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 38

Yes Issue resolved by cable reseat.

Check battery condition, go
to step 13

No Replace logic board M20

Yes LED status now working. Go

to step 3.

No Go to step 12.

Yes Replace original battery LED

X03

indicator assembly. Go to
step 3

No Replace original logic board. M20

13. Open Apple System Proler
and click on the Power Tab on
the left. Verify if the battery
cycles amount is over 1000
cycle counts.

Yes Battery has been consumed,

and customer will need to
purchase a replacement.

No Go to step 14.

14. Verify that battery is less than
a year old.

15. Considering the age of the
battery greater than one year
old, verify if the health of the
battery is “Good” according to
system proler.

16. For batteries still covered by
warranty, verify if the health of
the battery is “Good”.

17. With battery charge greater
than 20% verify if battery
supports system operation
without AC connected.

Yes Go to step 16

No Battery warranty expired, go

to step 15

Yes Battery is in good health

and out of 1 year warranty
coverage. Battery should
continue to function until
consumed.

No Battery is consumed after

warranty coverage. Customer
to purchase a new battery.

Yes Battery functioning normal.

Go to step 17.

No Battery has premature

capacity loss. Replace original
battery.

Yes Original battery is good

No Go to step 18

P08

2010-06-11

18. Test with a known-good
battery. Verify if a known­good battery supports battery­only operation.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 39

Yes Replace original battery for

P12

will not run system on battery
alone

No Replace logic board M20

Kernel Panic/System Crashes

Unlikely cause: Battery, Power Adapter

Quick Check

Symptom Quick Check

Memory Issues/Kernel panic and
freezes

• Display notice of system kernel
panic during start up and
desktop use.

• System freeze during use.

• System freeze upon wake from
sleep.

1. Reset SMC and clear PRAM

2. Remove suspect external devices.

3. Verify user memory is Apple-approved memory,

and memory conguration matches memory
installed.

4. Start up with shift key down for safe mode.

5. Startup from known-good bootable device

6. Check panic.log info for crash cause

7. Run AHT for sensors test

Deep Dive

Check Result Action Code

1. Isolate Peripherals as cause.

Disconnect all peripherals,
external devices, and display
adapters if present and verify
if issue does not happen
anymore.

Yes Suspect peripherals as cause.

Reconnect one at a time,
verifying unit operation at
each stage

No Go to Step 2

2010-06-11

2. Reset SMC and clear PRAM
then verify if unit starts without
panic issues.

3. Boot in Safe Mode with Shift
key down, and check for recent
kernel panic data in panic log.

Open Panic.log le on hard
drive and check for aected
interface that crashed. If unit
still crashes during startup,
you will need to take out disk
to a good system to access
the le. Verify if kernel panic
dependency is not linked to an
I/O interface.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 40

Yes Issue resolved with default

startup settings.

No Go to step 3

Yes Kernel Panic is not a system

I/O related device. Go to step
5

No I/O device related crash, go to

step 4

4. Remove I/O device where
possible to pinpoint faulty
device:

- Disconnect camera cable
from display assembly (for,
camera, and Ambient Light
Sensor). Camera cable can be
disconnected without aecting
startup and test.

- Disconnect AirPort/Bluetooth
card to isolate AirPort/
Bluetooth functionality.

- Disconnect optical drive cable
to isolate optical drive.

- Disconnect hard drive cable
to isolate hard drive.

-Memory cards can be
removed, relocated, or tested
with known-good memory.
Because system will run on
one card, this is a useful test
for nding bad memory or bad
memory slot.

If issue remains after testing
I/O device, replace with known­good part(s) to conrm issue
resolved.

Yes System starts up when I/O

device removed, replace
aected I/O device or module
containing it.:

-If Camera cable connection
is crashing system, replace
display module for damaged
Camera/ALS cable.

-If AirPort /BlueTooth card
presence is crashing system,
replace AirPort/BlueTooth
ex cable and retest. If issue
still happens with new cable,
replace AirPort /BlueTooth
card

-If optical drive presence
is crashing system, replace
optical drive cable and retest.
If issue remains try with
known-good optical drive.
If still issue, replace optical
drive.

-If hard drive presence is
crashing system, replace hard
drive cable and retest. If issue
remains, try with known-good
hard drive. If still issue, replace
hard drive.

-Reseat memory or replace
suspect memory with known­good Apple memory.

L14

X03

N13

X03

J03

X03

H01

X01

2010-06-11

5. Start up from optical drive or
known-good OS.
Attempt to start up with
original or product install disc,
or from an external hard drive
with product OS installed, and
verify if system starts without
kernal panic.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 41

No Symptoms unchanged, go to

step 5

Yes Kernel panics stop alternate

OS from running. Run ASD/
DiskUtility to repair and test
hard drive. If repair attempts
fail, repartition hard drive
and reinstall OS. Replace hard
drive if restore fails.

No Symptoms unchanged, go to

Step 6

H03

6. Disconnect display assembly

and test with known-good
display assembly or external
monitor. Verify if system now
starts up without kernel panic/
freeze.

Yes Replace display module. L14

No Go to step 7

7. Check for thermal values and
fan running speed
Run ASD to check for fan and
sensors test, and verify if ASD
does not report any overtemp,
failing sensor, or fan.

Yes No thermal fail detected -

Replace logic board with
matching symptom:

- If hang or freeze

- If Kernel Panic/system
crashes

No If sensor test failed, reseat

sensor connections on logic
board and retest. If still failing,
replace sensor or part where
it is located (top case, display,
other) :
If top case sensor failed
If display sensor failed
If logic board sensor failed
If fan test failed, replace fan.
If overtemp , replace heatsink.

M05

M06

X99
L14

M18

X03
X10

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 42

Battery Run Time Too Short

Quick Check

Symptom Quick Check

Battery Run Time Too Short

Battery runs out of power very
quickly (less than two hours)

1. Check if the battery is covered under a repair
extension program. Use the “Portable Computer
Battery Screening Process for Apple Service
Providers” (Knowledge Base CP165).

2. Verify no applications have runaway processes
with the CPU. See “Runaway applications can
shorten battery runtime” (Knowedge Base

TS1473).

3. Use “Apple Portables: Battery Life” (Knowledge

Base HT1466) to screen for short battery run

time. If replaced for run time too short, regardless
of warranty coverage, use symptom code P09 if
replaced.

Won’t Run on Power Adapter Alone

Unlikely cause: RAM, display assembly, hard drive, optical drive, top case, speakers, camera,
microphone

Quick Check

2010-06-11

Symptom Quick Check

Won’t Run on Power Adapter
Alone

Runs on battery but not on power
adapter only.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 43

1. Verify proper wattage adapter is being used.

2. Check for dirty or stuck pins on the MagSafe

connectors, both on the adapter and the
computer.

3. Connect the AC adapter to known-good power
source.

4. Verify power cord or plug is properly attached to
AC adapter and MagSafe cable is not damaged.

5. Reset SMC by pressing the (left) Shift-Control­Option keys along with the power button once.

Deep Dive

Check Result Action Code

1. With battery removed, verify

if a known-good AC adapter
starts up ,runs the system and
shows MagSafe LED status.

2. Verify if a known-good power
adapter’s LED light up either
green or amber.

3. Disconnect battery and verify if
the unit also runs on a known­good power adapter.

Yes Conrm user’s AC adapter as

bad and replace.

No Verify MagSafe board cable

seating to logic board. Go to
step 2

Yes SMC on logic board senses AC

power adapter. Go to step 3

No Replace the MagSafe board.

Go to step 3.

Yes Issue resolved. X03

No Replace logic board.. M01

P14

Power Adapter Issue

Unlikely cause: logic board, RAM, display assembly, hard drive, optical drive, top case, speakers,
camera, microphone

Quick Check

Symptom Quick Check

Power Adapter Issue

• No power

• No Power LED

• Non-operational

• Stuck /broken pin

1. Connect AC adapters MagSafe connector to the
computer. The LED on the connector should be
green or amber.

2. Verify power cord, or plug, is rmly attached to
AC adapter.

3. Verify AC power source is supplying AC power.

4. Check for dirty or stuck pins on the MagSafe

connectors, both on the adapter and the
computer. Use and cleaning of power adapter
with MagSafe

5. Reset SMC by pressing the (left) Shift-Control­Option keys along with the power button once.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 44

Deep Dive

Check Result Action Code

1. Verify if the MagSafe LED

is green or amber while
connecting a known-good AC
adapter on system.

2. Very that the unit runs on
a known-good AC power
adapter only.

3. Verify the MagSafe LED
is green or amber while
connecting known-good
power adapter on system.

4. Verify if the original power
adapter has stuck or bent pins
on the MagSafe connector end.

5. Verify if the cable or duckhead
have visible damage.

Yes SMC on logic board senses AC

power adapter and enabled
power. Go to step 4.

No Verify MagSafe interconnect

board is connected to logic
board. Go to step 2

Yes Issued resolved. P99

No Replace the MagSafe

interconnect board. Go to
step 3.

Yes Bad MagSafe interconnect

board. Issue resolved.

No Go to step 4

Yes Replace power adapter. P15

No Go to step 5

Yes Replace cable or duckhead. P16

X03

6. Check that LED on MagSafe

connector is displaying both
green (if battery charged) and
orange (when charging).

No Go to step 6

Yes Verify adapter with known-

good unit and original unit
and troubleshoot source of
error

No Replace power adapter. P03

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 45

Noise / Hum / Vibration

Unlikely cause: RAM, display assembly, top case, camera, microphone, battery

Quick Check

Symptom Quick Check

Noise / Hum / Vibration

Computer or AC adapter emits a
noise or vibration.

1. Verify and reproduce the source of the noise from
the computer / adapter with the customer.

2. If the AC adapter is the source of the noise
disconnect and try a known-good adapter. ( a
small amount of hum or vibration is normal with
AC adapters ).

Deep Dive

Check Result Action Code

1. Verify if the use of a known-

good AC adapter eliminates
the noise/vibration.

2. Verify if the noise is heard
through the speakers and / or
connected headphones.

3. Disconnect any peripheral
devices, cards, or cables
attached to the unit. Verify the
noise is gone.

Yes Replace AC adapter. P04

No Go to step 2

Yes Go to step 3

No Go to step 4

Yes Check for possible ground

loop.

No Go to step 6

2010-06-11

4. Locate the source of the noise.
Verify if the noise comes from
the optical drive usage.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 46

Yes Check with a dierent media

disc. Possible issue with disc
label or out of balance media.
If not related to media, and
noise is above normal level,
replace optical drive.

No Go to step 5

J04

5. Verify if the noise is coming

from the hard drive.

Yes It is normal for drives to

produce noise when they
spin up or the heads move.
Replace drive if noise is above
normal levels.

No Go to step 6

H06

6. Verify if the noise is coming

from the fan.

7. Noise maybe related to
interference from other
electrical devices operating
near the computer, or on
the same AC power source.
Verify if noise is gone when
operating in a dierent
location on a dierent AC
circuit.

Yes The fan(s) are generally

running in a slow mode,
but may accelerate when
intensive processing is
required (calculation, 3D
gaming, or screen saver

X03

animation). If still beyond
expected sound level, check
for interference of fan with
other mechanical element of
system (foam, bracket, shield)
before replacing a noisy fan.

No Go to step 7. P04

Yes Perhaps operating the unit

with a surge suppressor will
eliminate or reduce the noise.
Change location of use or
limit use of other device that
is inducing the noise.

No Replace logic board. M99

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 47

Burnt Smell / Odor

Unlikely cause: Enclosure

Quick Check

Symptom Quick Check

Burnt Smell / Odor

Computer or power adapter emits
an odor or smell of smoke.

1. Disconnect the battery and AC adapter from the
computer.

2. Attempt to identify the source of the odor. Visual
clues are component damaged like capacitor chip
popped or burn marks.

Deep Dive

Check Result Action Code

1. Verify if the source of the odor

has been identied.

2. Verify if there are any burn
marks visible on components.

3. Refer to Liquid Contact

Indicators. Verify if any of the

liquid spill sensors turned red.

Yes Replace the aected part. P08

No Go to step 2

Yes Replace the aected part. P08

No Go to step 3

Yes For more information, refer

to Knowledge Base article

http://support.apple.com/
kb/HT3400: “About Liquid

contact indicators on portable
computers.

2010-06-11

4. Verify if the computer is
operating normally.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 48

Go to step 4

Yes This could be related to

normal operation. Also check
for accidental damage cause
using Knowledge Base article

http://support.apple.com/
kb/CP161”.

No Please refer to best related

troubleshooting section. If
after inspecting the unit you
feel there is a possible safety
issue with the computer or
AC adapter, please notify
Apple.

Battery Leaking or Swollen

Quick Check

Symptom Quick Check

Battery Leaking or Swollen

• Trackpad button does not work

• Battery pack case has opened.

• Bottom cover cannot be
reinstalled

1. Check if the battery is covered under a repair
extension program. Reference: MacBook,
MacBook Pro (15-inch) or MacBook Pro (17-inch)
with swollen battery article (Knowledge Base

TS2358).

2. Use the “Portable Computer Battery Screening

Process for Apple Service Providers” (Knowledge

Base CP165) and use “Battery pack is visibly

deformed” case under section 2E. Use symptom
code P13.

Uncategorized Symptom

Quick Check

Symptom Quick Check

Uncategorized Symptom

Unable to locate appropriate
symptom code

Verify if existing symptom code applies to the issue
reported by the customer. If not, document reported
symptom and send feedback to smfeedback@apple.

com stating that a suitable symptom code could not

be found.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Startup and Power Issues 49

Communications

Ethernet Port/Device Issue

Unlikely cause: power adapter, battery, speakers, optical drive, hard drive, fan, camera,
microphone, top case, display assembly, AirPort / Bluetooth card

Quick Check

Symptom Quick Check

Ethernet Port/Device Issue

• No Ethernet device present

• Unable to access network
resources

• Ethernet device shows no
connection

• Ethernet device unable to get
an IP address

• Slow network performance

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

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

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

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

5. Check system logs. Isolate OS by starting up
from original product install media (10.6.x) or
compatible known good Mac OS.

Deep Dive

Check Result Action Code

1. Visually inspect Ethernet

connector to ensure all pins
will make physical contact with
CAT5 network cable.

Yes Ethernet interface contacts

are good. Go to step 2.

No Pins are damaged or bent at,

replace logic board.

M10

2010-06-11

2. Isolate OS by booting from
original install media. Verify
Network Link status active by
using Network Utility on install
DVD. If the Ethernet interface
(en0) Link Status is inactive,
recheck physical connect and
link activity indicator on hub/
switch.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 50

Yes Ethernet interface (en0) Link

Status is active, go to step 3.

No If connection is OK on known-

good system, replace logic
board.

M10

3. Verify if IP address is listed

for the Ethernet interface in
System Preferences/Network.
Connect computer to network
with known-good DHCP IP
allocation, ensuring static
DHCP maps or MAC address
ltering is not preventing
address allocation. Note:
DHCP allocation may not be
instantaneous depending on
network. Retest and verify if
you obtain a valid IP address..

Yes Go to step 4.

No If connection is OK on known-

good system, replace logic
board.

M10

4. Verify connection by using

Network Utility to ping another
connected computer on the
same subnet. Ensure the
target computer’s IP address is
valid, on the same subnet and
powered on. Ensure no MAC
address ltering or hardware
access control devices are
present. Use a simple hub/
switch environment. Verify if
ping operation succeeds..

5. Verify Ethernet performance
and reliability by starting up
from a known-good OS install,
and downloading a large le
from a web site or le server.

Yes Go to step 5

No If the symptoms do not

change, replace the logic
board.

Yes If there is no performance or

connectivity issue isolated
solely to the system under
test, the problem may be the
network environment. No
repair is necessary.

No If there are connection

dropouts or poor
performance not seen on
a known-good test system,
replace the logic board.

M10

M10

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 51

AirPort/Bluetooth: Defective Wireless Devices

Unlikely cause: power adapter, battery, speakers, optical drive, hard drive, fan, camera,
microphone, top case

Caution: When testing an AirPort/Bluetooth card connections, wait at least 5 seconds after
shutdown before touching the AirPort/Bluetooth ex cable connections to card and to the
logic board .Waiting less before touching could damage the AirPort/Bluetooth card.

Quick Check

Symptom Quick Check

AirPort or Bluetooth: Defective
Wireless Devices

• Unable to join networks or pair
devices

• Card not available or
recognized

• Intermittent device or
connection dropouts

1. Open System Preferences and make sure AirPort
or Bluetooth is turned on and (for AirPort) that a
network is selected.

2. Ensure available software and rmware updates
have been applied.

3. Reset PRAM

4. (AirPort) Using System Proler,/AirPort channel list,

check that installed AirPort card model supports
the Base Station channel.

5. (AirPort) Check that base station is not using
unsupported connection or encryption protocols.

6. (AirPort) Check for nearby interference sources
such as microwave ovens or cordless phones
(Knowledge Base HT1365)

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

8. (Bluetooth) Test with known-good Bluetooth
device.

9. Isolate OS by booting from original install
media (10.6.x). Attempt to connect to base
station (AirPort) or pair with wireless keyboard
(Bluetooth)..

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 52

Deep Dive

Check Result Action Code

1. Open System Proler, check to

see if AirPort and Bluetooth are
recognized.

2. Reseat both AirPort/Bluetooth
ex cable connections to the
card and to logic board and
verify if card is seen in Apple
System Proler.

Yes If AirPort and Bluetooth

interfaces are detected in
System Proler:

- for Airport-related issues
ensure that MAC address
ltering is not enabled on the
base station, and go to step 5.

- for Bluetooth-related issues
ensure that target devices are
set to discoverable, and go to
step 8.

No If Airport or Bluetooth

interfaces are not detected in
System Proler, go to step 2.

Yes Loose ex cable connections

to logic board or card side.
Issue resolved

No Replace AirPort/Bluetooth ex

cable and go to step 3..

X03

3. With replaced AirPort/

Bluetooth ex cable, verify if
card is seen in Apple System
Proler.

4. With replaced AirPort/
Bluetooth ex cable and card,
verify if card is seen in Apple
System Proler.

5. (AirPort) Check that antenna
connections to the AirPort
card are not reversed or loose.
Reseat both AirPort antennas
connections and verify if the
issue is xed.

Yes Defective AP/BT ex cable.

Issue resolved

No Replace AirPort/Bluetooth

card and go to step 4..

Yes Defective AP/BT ex card.

Issue resolved

No Replace logic board and

retest

Yes Loose connections or crossed

antenna.

No Check antenna for signs of

damage or wear. If issue
persists, go to step 6.

N18

M11

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 53

6. (AirPort) Try a known-good
Bluetooth/Airport card and

verify if it xes the issue.

Yes Replace original Bluetooth/

Airport card.

No Continue to use known-good

Bluetooth/Airport card, go to
step 7.

N14

7. (AirPort) Install a known-good

display module to test with
known-good AirPort antennas

Verify if it xes the issue.

8. (Bluetooth) Install a known­good Bluetooth/Airport card.
Enable Bluetooth and verify if
Bluetooth connection issue is
xed

Yes Replace original display

module (Airport antennas are
part of display module) and
reinstall original Bluetooth/
Airport card.

No Issue is not hardware related.

Retest with known-good
system software.

Yes Replace original Bluetooth/

Airport card.

No Replace top case (Bluetooth

antenna is part of top
case) and reinstall original
Bluetooth/Airport card.

L16

N15

X03

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 54

No/Poor Wireless Signal

Unlikely cause: power adapter, battery, speakers, optical drive, hard drive, fan, camera,
microphone, top case

Quick Check

Symptom Quick Check

No/Poor Wireless Signal

• Unable to nd networks

• Intermittent connection
dropouts

• Slow transfer speeds

1. Check for nearby interference sources in the 2.4/5
GHz range such as microwave ovens and cordless
phones (Knowledge Base HT1365).

2. Check that computer is within base station range
– move closer to base station.

3. Base station checks:
a. Base station is not set to low-power
transmission mode
b. Base station is not using unsupported
connection and encryption protocols
c. Check for possible Wi-Fi channel overlap
(nearby base stations using adjacent channel)

4. Isolate OS by booting from original install media
(10.6.x). Attempt to connect to base station.

Deep Dive

Check Result Action Code

1. Open System Proler, check to

see if AirPort card is recognized
under Network: AirPort Card.

Yes Use Software Update to make

sure that all AirPort software
and rmware updates have
been applied. Ensure base
station is not using MAC
address ltering or creating a
hidden network. Go to step 2..

2010-06-11

No If AirPort/Bluetooth card is

not detected, go to previous
Symptom table - AirPort/
Bluetooth - Defective wireless
devices.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 55

2. Verify if both antennas
connections to the AirPort
card are not reversed or loose.
Reseat antennas connections.

Yes Loose connections or crossed

antenna

No Check antenna for reversed

connections or signs of
damage or wear. If issue
persists, go to step 3.

3. Install a known-good AirPort/
Bluetooth card , retest and
verify if issue is xed.

4. Install a known-good display
module to test with known­good AirPort antenna

Verify if it xes the issue.

Yes Replace user’s AirPort/

Bluetooth card.

No Continue to use known good

AirPort/Bluetooth card, go to
step 4.

Yes Replace original display

module (AirPort antennas are
part of display module) and
reinstall original Bluetooth/
Airport card.

No Issue is not hardware related.

Retest with known-good
system software.

N18

L16

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 56

Bluetooth Wireless Input Device Loses Connection

Unlikely cause: display assembly, speaker assembly, optical drive, hard drive

Quick Check

Symptom Quick Check

Bluetooth Wireless Input Device
Loses Connection

Check Bluetooth input device has fully charged
batteries.

Check with known-good Bluetooth input device

Check that all system and device available software
and rmware updates have been applied.

Deep Dive

Check Result Action Code

1. System Proler should list a

Bluetooth radio device under
system hardware. Verify
if Bluetooth device info is
available.

2. System Preferences has a
Bluetooth panel. Ensure
Bluetooth is enabled and
discoverable. Ensure that a
known-good Bluetooth device
is on, in close range and in
discoverable mode. Verify if
available Bluetooth devices are
listed in pairing window.

Yes Bluetooth radio present, verify

Bluetooth preference settings,
go to step 2.

No Go to Symptom - AirPort/

Bluetooth - Defective wireless
devices

Yes Choose known-good device

and establish a connection.
Go to step 3.

No Attempt Bluetooth repair, go

to step 5.

2010-06-11

3. Verify if computer can pair
reliably with the known-good
Bluetooth input device.

4. Verify if computer can pair
reliably with user’s Bluetooth
device.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 57

Yes Pairing veried, connect with

user’s device, go to step 4

No Attempt Bluetooth repair, go

to step 5.

Yes Connection established,

Continue testing for
connection loss, go to step 8.

No Check for available software

updates for both computer &
user’s Bluetooth device.

5. Reseat Bluetooth antenna
connector on AirPort/
Bluetooth card and retest.
Verify if Bluetooth is enabled
and can pair with a known­good device.

Yes Loose Bluetooth antenna

connection.

No Go to step 6.

6. Install and test a known-good
Bluetooth/Airport card and
retest. Verify that Bluetooth is
enabled and can pair with a
known-good device.

7. Continue to actively test with
a known-good Bluetooth
device to determine if there
is a disconnect. Do not allow
computer to sleep during this
test. Verify if link is lost during
test.

8. Continue to test user’s
Bluetooth device to determine
if there is a disconnect. Do
not allow computer to sleep
during this test. If link is
lost during start up, turn on
System Preferences: Bluetooth:
Advanced: “Open Bluetooth
Setup Assistant at start up
when no input device is
present”. Verify if link is lost
during test.

Yes Replace user’s Bluetooth/

Airport card.

No Go to step 7.

Yes Check for software update,

2.4 GHz radio interference or
device low battery.

If still losing link, replace
original top case (Bluetooth
antenna is part of top
case) and reinstall original
Bluetooth/Airport card.

No Known-good device passed,

test with user’s Bluetooth
device.

Yes Check for software update, 2.4

GHz radio interference, device
low battery or user’s device
features list for explanation.

No User’s device not losing

connection. Issue not
repeatable or resolved.

N15

X03

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 58

AirPort Card: Kernel Panic

Unlikely cause: power adapter, battery, speakers, optical drive, hard drive, fan, camera,
microphone, top case

Quick Check

Symptom Quick Check

AirPort Card: Kernel Panic

• Kernel panic on boot

• Kernel panic or freezing while
attempting to connect to Wi-Fi
networks

• Kernel panic while transferring
data on Wi-Fi networks.

1. Isolate OS by booting from original install media
(10.6.x). Attempt to connect to Wi-Fi network.

2. Use Software Update to make sure all AirPort
software and rmware updates have been
applied.

Deep Dive

Check Result Action Code

1. Use Software Update to make

sure all AirPort/Bluetooth
software and rmware updates
have been applied. Ensure
MAC address ltering is not
enabled on the base station.
Verify if kernel panic issue is
resolved.

2. Reseat both AirPort/Bluetooth
ex cable connections to card
and to logic board. Verify if
kernel panic is resolved.

Yes Software issue.

No Go to step 2.

Yes Go to step 4.

No Go to step 3.

2010-06-11

3. Isolate AirPort/Bluetooth card
by disconnecting the AirPort/
Bluetooth ex cable from logic
board. Verify if kernel panic is
resolved.

4. Connect and test with a
known-good AirPort/Bluetooth
ex cable. Verify if kernel panic
is resolved.

5. Connect and test with a
known-good AirPort/Bluetooth
card. Verify if kernel panic is
resolved.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 59

Yes Go to step 4.

No Go to M06 Kernel Panic /

System Crashes.

Yes Replace AirPort/Bluetooth ex

cable.

No Go to step 5.

Yes Replace user’s AirPort/

Bluetooth card.

No Replace logic board M11

X03

N13

Wireless Performance Issue / Slow Connection

Unlikely cause: power adapter, battery, speakers, optical drive, hard drive, fan, camera,
microphone, top case

Quick Check

Symptom Quick Check

Wireless Performance Issue /
Slow Connection

• Slow or stalled data transfers

• Intermittent connection
dropouts

1. Check for nearby interference sources in the 2.4/5
GHz range such as microwave ovens or cordless
phones (Knowledge Base HT1365)

2. (AirPort) Check the number of users trying to
use AirPort in the area for possible network
congestion. Move closer to base station to
improve signal reception.

3. (Bluetooth) Move devices closer together.

4. Check wireless performance with a known-good

system/device.

5. (AirPort) Wireless base station checks:
a. Base station is not set to low-power
transmission mode.
b. Base station is not set to a slower protocol
mode (802.11b).
c. Check for possible Wi-Fi channel overlap
(nearby base stations using adjacent channel).

6. Isolate OS by booting from original install
media (10.6.x). Attempt to connect to base
station (AirPort) or pair with wireless keyboard
(Bluetooth)

7. Use Software Update to make sure all AirPort and
Bluetooth software and rmware updates have
been applied.

2010-06-11

Deep Dive

Check Result Action Code

1. Inspect the display clutch

barrel for damage. AirPort
antennas are located in
display clutch barrel area.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 60

Yes Record damage: Proceed

to possibly repair damaged
parts, go to step 2

No No visible damage, go to step

2

2. Turn o Bluetooth. Retest
AirPort performance.
Refer to Knowledge Base

TS1809. Verify if performance

issue is xed.

Yes Possible AirPort interference

from the Bluetooth card.
Change AirPort base station
channel. (Knowledge Base

TS1809.)

No -If AirPort-related issue, go to

step 3.

-If Bluetooth-related issue, go
to step 6.

3. (AirPort) Verify that antenna
connections to the AirPort
card are not reversed or
loose. Reseat AirPort antenna
connections and verify if
performance issue is xed.

4. (AirPort) Try a known-good
AirPort/Bluetooth card and
verify if performance issue is
xed.

5. (AirPort) Install a known-good
display module and verify if
performance issue is xed.

Yes Loose connection or crossed

antenna. Issue resolved.

No If the connectors are secure,

antennas connections not
reversed and show no signs
of damage or wear, go to
step 4

Yes Replace user’s AirPort/

Bluetooth card.

No Continue to use known good

AirPort/Bluetooth card, go to
step 5.

Yes Replace user’s display module

(AirPort antennas are part of
display module) and reinstall
original AirPort/Bluetooth
card.

No Tested with conrmed parts.

Performance issue is not
hardware related. Retest with
known-good system software.

N14

L16

2010-06-11

6. (Bluetooth) Verify if Bluetooth
antenna connection to the
AirPort/Bluetooth card is
not loose. Reseat antenna
connection and verify if
performance issue is xed.

7. (Bluetooth) Try a known-good
AirPort/Bluetooth card and
verify if performance issue is
xed.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 61

Yes Loose Bluetooth antenna

connection. Issue resolved.

No Go to step 7.

Yes Replace user’s AirPort/

Bluetooth card.

No Replace user’s top case

(Bluetooth antenna is part of
top case) and reinstall original
AirPort/Bluetooth card.

N14

X03

Wireless Input Device Doesn’t Pair

Unlikely cause: display assembly, logic board, optical drive, hard drive

Quick Check

Symptom Quick Check

Wireless Input Device Doesn’t
Pair

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

1. Check Bluetooth System Preference is set to
Discoverable.

2. Check Bluetooth device has fully charged
batteries.

3. Check for Bluetooth software updates for both
the device and Mac OS X.

4. If the Bluetooth pairs with no problems, probe
about potential interference issue at user’s site.

Deep Dive

Check Result Action Code

1. System Proler should list

Bluetooth radio device under
system hardware. Verify if
Bluetooth device is available.

2. System Preferences has a
Bluetooth panel. Ensure
that Bluetooth is enabled
and discoverable. Ensure
that known-good Bluetooth
device is on, in close range
and discoverable mode. Verify
if available Bluetooth input
devices are listed in pairing
window.

Yes Bluetooth radio present, verify

Bluetooth preference settings,
go to step 2.

No Attempt Bluetooth repair, go

to step 5.

Yes Choose known-good

Bluetooth device and
establish a connection. Go to
step 3.

No Attempt Bluetooth repair, go

to step 5.

2010-06-11

3. Verify if system can pair and
works reliably with a known­good Bluetooth input device.

4. Verify if Bluetooth is pairing
with user’s Bluetooth device.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 62

Yes Pairing veried, connect with

user’s device, go to step 4.

No Attempt Bluetooth repair, go

to step 5.

Yes Issue resolved.

No Check for SW update for both

System and user input device.

5. Verify if Bluetooth antenna
connection to the AirPort/
Bluetooth card is not loose.
Reseat antenna connection
and verify if pairing issue is
xed.

Yes Loose Bluetooth antenna

connection. Issue resolved.

No Go to step 6.

6. (Bluetooth) Install a known­good AirPort/Bluetooth card
and verify if pairing issue is
xed.

Yes Replace user’s AirPort/

No Replace user’s top case

Uncategorized Symptom

Quick Check

Symptom Quick Check

Uncategorized Symptom

Unable to locate appropriate
symptom code

Verify if existing symptom code applies to the issue
reported by the user. If not, document reported
symptom and send feedback to smfeedback@apple.

com stating that a suitable symptom code could not

be found.

Bluetooth card.

(Bluetooth antenna is part of
top case) and reinstall original
AirPort/Bluetooth card.

N15

X03

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Communications 63

Display

Display Anomalies

Quick Check

Symptom Quick Check

Display Anomalies

• Incorrect/missing colors

• Distorted/blurred image

• Pixel anomalies

• Vertical/horizontal lines

• Non-uniform brightness

• Image icker

• Image persistence

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

2. Check brightness setting.

3. Check for Software Updates.

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

5. Go to Deep Dive: General

Deep Dive: General

Check Result Action Code

1. Verify if user’s issue is incorrect/

missing colors.

2. Verify if user’s issue is distorted/
blurred image.

Yes Go to Incorrect/Missing

Colors Deep Dive.

No Go to step 2.

Yes Go to Distorted/Blurred

Image Deep Dive.

2010-06-11

3. Verify if user’s issue is bright or
dark pixel anomalies.

4. Verify if user’s issue is vertical or
horizontal lines.

5. Verify if user’s issue is non­uniform brightness.

No Go to step 3.

Yes Go to Pixel Anomalies Deep

Dive.

No Go to step 4.

Yes Go to Vertical/Horizontal

Lines Deep Dive.

No Go to step 5.

Yes Go to Non-uniform

Brightness Deep Dive.

No LCD functioning OK.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 64

Deep Dive: Incorrect/Missing Colors

Check Result Action Code

1. Verify display is listed in the

System Proler’s Graphics/
Displays device tree.

2. Verify System Preferences
Display Prole is valid for
display being tested. Color
prole should be set to Color
LCD, user may have created an
o-color calibration setting.

3. Verify if the glass panel is free
of contaminants.

4. Run Clamshell Service
Diagnostic utility and check
for LCD panel presence. If not
found, reseat and check that
LVDS cable is secure to the
logic board. Verify if colors are
restored.

Yes This ensures color prole can

be matched with LCD. Go to
step 2.

No Check for correct LCD

identication. Go to step 4

Yes If display prole is valid and

the colors are still incorrect or
missing go to step 3.

No Set System Preferences:

Displays: Color to Color LCD
and retest.

Yes Go to step 4.

No Clean glass panel using

approved method. Retest.

Yes Loose LVDS cable connection.

Issue resolved.

No Go to step 5.

5. Set desktop pattern in System
Preferences to ‘Solid Gray Light’.
Verify if incorrect/missing color
issue aects entire display.

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

7. Substitute a known-good
display assembly to test logic
board internal video output.
Verify if normal video is
restored.

Yes Test needed with a known-

good display. Go to step 7.

No Go to step 6.

Yes Test needed with a known-

good display, Go to step 7

No Small variations in color

uniformity are normal and do
not warrant replacement or
repair of the display.

Yes Replace user’s display

assembly.

No Replace logic board. M04

L02

L02

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 65

Deep Dive: Distorted/Blurred Image

Check Result Action Code

1. Sample image illustrates loss of

LVDS data signals to LCD or a
defective LCD panel, Inspect &
reseat LVDS cable connection
looking for damaged or bent
pins. Verify if image is restored
with the reseated cable
connection.

2. Substitute a known good
display assembly to test logic
board internal video output.
Verify if normal video is
restored.

Yes Issue due to loose connection.

Display issue resolved.

No Go to step 2.

If logic board connector is
damaged, replace logic board.

Yes Replace user’s display

assembly.

No Replace logic board. M04

Deep Dive: Pixel Anomalies

Check Result Action Code

1. Determine if “defects” are dust/

debris on surface of glass panel.

2. Determine if bright pixel
defects exceed the acceptable
number. See

Display Issue: Pixel Anomalies.

Yes Clean glass panel.

No Go to step 2.

Yes Replace display assembly. L08

No LCD meets bright pixel defect

specications. Go to step 3.

M24

L04

2010-06-11

3. Determine if dark pixel defects
exceed the acceptable number.

See

Display Issue: Pixel Anomalies.

4. Determine if the combination

of bright/dark pixel defects
exceed the acceptable number.

See

Display Issue: Pixel Anomalies.

Yes Replace display assembly. L08

No LCD meets dark pixel defect

specications. Go to step 4.

Yes Replace display assembly. L08

No Explain to user that LCD is

within specications. Do not
replace display assembly.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 66

Deep Dive: Vertical/Horizontal Lines

Check Result Action Code

1. Horizontal lines may be related

to a failing RAM module. Verify
if video issue only happens
AFTER the Apple logo and the
spinning wheel has appeared.

2. Start with shift key down
(safe mode) to disable system
extensions. Verify if issue still
happens when booting in safe
mode.

3. Isolate with only one memory
module installed , then with
the other one. Test with
known-good memory. Verify
if issue only happens with
specic RAM module(s).

4. Isolate with one known-good
memory module installed
in one of the memory slots.
Repeat by testing in the other
memory slot with known-good
memory module. Verify if issue
only happens with specic
memory slot on logic board.

Yes Issue only happens AFTER

Apple logo and spinning
wheel appears. Go to step 2.

No Issues happens since startup.

Go to step 5.

Yes Go to step 5.

No No video issue when booting

in safe mode. Go to step 3.

Yes Replace aected RAM

module.

No Go to step 4

Yes Replace logic board. M07

No Go to step 5

X02

2010-06-11

5. Run Clamshell Service
Diagnostic utility and check for
LCD panel info. If not found,
reseat the LVDS cable to the
logic board video output. Verify
if normal video is restored.

6. Connect external compatible
DisplayPort display (or
DisplayPort adapter and
display). Verify if correct video
appears on external display.

7. Substitute a known-good
display assembly module to
test logic board LVDS video
output. Verify if normal video is
restored.

Yes Issue resolved by reseating

loose LVDS cable..

No Go to step 6

Yes Go to step 7.

No Replace logic board M04

Yes Replace display assembly

module.

No Replace logic board. M04

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 67

L05

Deep Dive: Non-uniform Brightness

Check Result Action Code

1. Determine if brightness

uniformity issue is visible after
display has warmed up for 15
minutes.

2. Check LVDS cable connection
to logic board and verify if
brightness issue disappeared..

3. 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.

Yes Reseated LVDS cable solved

the backlight control. Issue
resolved

No Got to step 3

Yes Replace display assembly. L07

No Explain to user that

LCD appears to meet
specications.

Defective Camera / Built-in iSight Not Operating Correctly

Quick Check

Symptom Quick Check

Defective Camera

• Camera not detected

• No green LED for camera

• Excessive blooming

• Poor white balance

• Poor focus

• Green image

• Image distortion

1. Check for Software Updates.

2. Verify camera lens and glass panel are clear of

contaminants.

Deep Dive

Check Result Action Code

1. Launch System Proler and

conrm that “Built-in iSight” is
listed under USB High-Speed
Bus.

Yes Camera recognized. Go to

step 3

No Go to step 2.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 68

2. Run Clamshell Service
Diagnostic utility and check
for presence of all devices. If
not found, inspect and reseat
camera cable on logic board.
Verify if iSight becomes listed
in System Proler:USB devices

Yes Camera recognized. Go to

step 3.

No Go to step 4.

3. Launch PhotoBooth. Verify if
camera’s green LED is on, and
that image appears normal.

4. Replace camera cable and
verify if iSight camera operates
properly.

5. Substitute a known-good
display assembly to test logic
board camera connection.
Verify if iSight camera operates
properly.

Yes Issue resolved..

No Go to step 4.

Yes Replaced camera cable solved

X03

issue.

No Go to step 5.

Yes Replace display assembly. L17

No Replace logic board. M13

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 69

Blank / No Video

Unlikely cause: Power adapter, speakers, optical drive/hard drive, fan, microphone, top case

Quick Check

Symptom Quick Check

Blank / No Video

• No video

• No backlight

1. Check brightness setting

2. Attach known-good supported external display.

3. Boot from Mac OS X install DVD that came with

computer.

Deep Dive

Check Result Action Code

1. Verify boot chime present

when system restarted.
Reset SMC and clear PRAM if
necessary for proper start up.
Verify if LCD video is present.

2. Connect known-good
supported external display.
Verify if image appears on
external display when system
is booted.

Yes Go to step 3.

No Go to step 2.

Yes External display detected by

system. Go to step 3.

No Go to No Video symptom

code ow.

2010-06-11

3. Verify if LCD backlight is on
by looking for faint glow
from display when viewed
in darkened room with
brightness adjusted to full.

4. Shine bright (low heat)
ashlight into the front of LCD.
Verify if an image is being
displayed.

5. Run Clamshell Service
Diagnostic utility and check
for LCD panel presence. If
not found, reseat LVDS cable
connection to logic board
and check that connection
is secure. Verify if image is
restored by reseating LVDS
connection

Yes Video signal from system

to external video is OK, LCD
backlight is on. Go to step 5.

No Go to step 4.

Yes Image present but backlight

is not on. Check logic board
connections. Go to step 5.

No Go to No Video symptom

code ow.

Yes Loose LVDS connection. Issue

resolved.

No Continue to test with known-

good display assembly. Go to
step 6.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 70

6. Substitute with a known-good
display assembly and verify if
LCD video works.

Yes Replace user’s display

assembly.

No No video with known-good

display assembly. Replace
logic board

L03

M03

Backlight Issue / No Backlight

Unlikely cause: Power adapter, battery, speaker, optical drive/hard drive, fan microphone, top
case

Quick Check

Symptom Quick Check

Backlight Issue / No Backlight

• Display not illuminated

• Flashing, unstable or non
uniform background lighting

• Poor backlight at some or all
settings

Check that brightness setting is above minimum.

Deep Dive

Check Result Action Code

1. Connect external display, clear

PRAM to set brightness to
default level and verify if Color
LCD is listed in the System
Proler’s Graphics/Displays
device tree or using the
Clamshell Service Diagnostic
utility .

2. Reseat the LVDS cable at the
logic board. Verify again that
LCD is listed in System Proler
or Clamshell Service Diagnostic
utility.

Yes Internal LCD panel detected

by system. Go to step 3.

No Go to step 2.

Yes Display panel detected by

system. Go to step 3.

No Go to step 4.

2010-06-11

3. Darken room and verify
backlight by detecting if any
glow is emitted from the
display

Yes Backlight operating. Go to

step 5.

No Go to step 4.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 71

4. Inspect LVDS connectors and
cable under magnication for
pinched cables and damaged
or bent pins. Verify if any of
the connections appear to be
defective.

Yes - Defective LVDS cable.

Replace display assembly.

- Defective LVDS connector
on logic board. Replace logic
board.

No If connections are OK and

secure and the display is still
blank, go to step 5

L09

M25

5. Substitute a known-good

display assembly to test
internal logic board video
and backlight power output.
Verify if backlight and display
functions are operational.

6. Verify if display and backlight
operations were restored with
known-good display assembly
and replacement logic board.

Yes Replace user’s display

assembly.

No No LED backlight power from

logic board. Continue to use
known-good display and
replace logic board. Go to
step 6

Yes Logic board LED backlight

power was probably
damaged by user’s display
assembly cable. Do not
reinstall user’s display but
replace it.

No Check functionality of known-

good display assembly on
known-good computer.

L09

M25

L09

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 72

Noise / Unstable Flickering

Unlikely cause: battery

Quick Check

Symptom Quick Check

Noise / Unstable Flickering

• Image icker

• Audible noise

1. Verify known-good source sound le not causing
speaker distortion.

Deep Dive

Check Result Action Code

1. Verify if user’s issue is due to

video ickering coming from
display.

2. Verify display listed in the
System Proler’s Graphics/
Displays device tree is not
disappearing intermittently
(refresh System Proler to
observe).

3. Inspect and reseat the LVDS
cable connection between
display and logic board. Also
test if brightness setting is a
contributing factor. Verify if
ickering has stopped.

Yes Suspected ickering issue, go

to step 2.

No Audible noise issue, go to

step 5.

Yes Power and LCD panel ID are

OK. Go to step 3.

No Go to No Video symptom

code ow.

Yes Loose LVDS cable connection.

Issue resolved.

No Go to step 4.

2010-06-11

4. Substitute a known good
display assembly to test
internal logic board video
output. Verify if ickering issue
has disappeared.

5. Verify if source of the noise
is the electrical as opposed
to mechanical. Audio noise
should not be a concern now
that LCD components are all
solid state devices including
LED backlights.

Yes Replace display assembly. L06

No Replace logic board. M04

Yes Noises that are not audible

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

No Noise from another source.

Go to Noise/Hum/vibration
Symptom table.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 73

Mechanical/Physical Damage

Quick Check

Symptom Quick Check

Mechanical/Physical Damage

• Broken glass

• Broken hinge

• Stripped screw/head

• Stripped screw boss

• Dent or scratch to chassis

1. Determine damage caused by user/technician
environment, accidental damage, or abuse.

2. Inform user/technician the failures are not
covered by Apple warranties. Refer to

http://www.apple.com/legal/warranty

Cosmetic Defects

Quick Check

Symptom Quick Check

Cosmetic Defects

• Cracked LCD

• Scorched or melted LCD

• LCD impact damage

1. Determine damage caused by user/technician
environment, accidental damage, or abuse.

2. Inform user/technician the failures are not
covered by Apple warranties. Refer to

http://www.apple.com/legal/warranty

2010-06-11

Uncategorized Symptom

Quick Check

Symptom Quick Check

Uncategorized Symptom

Unable to locate appropriate
symptom code

Verify whether existing symptom code applies to the
issue reported by the user. If not, document reported
symptom and send feedback to smfeedback@apple.

com stating that a suitable symptom code could not

be found.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Display 74

Mass Storage

Hard Drive Read/Write Issue

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

Hard Drive Read/Write Issue
Bad Sector/Defective
Drive Formatting Issue

• Cannot save documents

• Read/Write error message

• Hang when accessing or
saving data

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

2. Repair disk using Disk Utility.

3. Erase disk and reinstall Mac OS using Installer.

Deep Dive

Check Result Action Code

1. Start up from Restore DVD and

launch Disk Utility. Verify if
hard drive is available for Disk
Utility to repair.

2. Repair disk and permissions
using Disk Utility and verify
if hard drive was repaired
successfully.

Yes Go to step 2.

No Go to step 3.

Yes Restart computer. Go to step

6.

No If computer has not been

veried with a known-good
hard drive, go to step 3;
otherwise, go to step 7.

2010-06-11

3. Reseat hard drive cable on
logic board and drive ends
and retest. If issue persists,
substitute a known-good
bootable hard drive, and verify
if system starts up to desktop.

Yes Reinstall user’s drive, go to

step 2.

No Continue to use known-

good bootable hard drive to
determine root cause. Go to
step 4.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 75

4. After reseating hard drive ex
cable connections, verify if
known-good hard drive boot
to desktop.

Yes Reinstall user’s drive, go to

step 2

No Suspect hard drive ex cable,

go to step 5.

5. Replace hard drive ex cable
and verify if system boots to
desktop with known-good
hard drive.

6. Verify if user’s hard drive starts
up successfully after Disk
Utility disk and authorizations
repairs.

7. Partition, erase & install Mac
OS on user’s hard drive. Verify
if OS install completes without
error and that system starts up
successfully.
Note: If media verication fails
at beginning of install, suspect
optical media or optical drive.

8. Replace user’s hard drive. Verify
if drive formats correctly with a
GUID partition map and installs
Mac OS without errors.

Yes Reinstall user’s drive, go to

step 2.

No Replace logic board. M19

Yes Issue resolved.

No Repair or replace hard drive,

go to step 7.

Yes Issue resolved

No Hard drive appears to be

defective, go to step 8.

Yes Issue resolved. H01

No SATA cable veried or

replaced and new hard drive
installed, replace logic board.

X03

M19

2010-06-11

Hard Drive Not Recognized/Not Mounting

Unlikely cause: LCD, speakers, fan, camera, microphone, AirPort

Quick Check

Symptom Quick Check

Hard Drive Not Recognized/
Mount
Drive No Boot

• Flashing question mark

• Boots to grey screen

• Boots to blue screen

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 76

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

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

3. Repair disk using Disk Utility.

4. Erase disk and reinstall Mac OS using Installer.

Deep Dive

Check Result Action Code

1. Boot from Restore DVD and
launch Disk Utility. Verify if
hard drive is available for Disk
Utility to repair.

2. Verify if Disk Utility mounts
drive and repairs disk and
permissions successfully.

3. Reseat hard drive ex cable
on logic board and drive ends
and retest. If issue persists,
substitute a known-good
bootable hard drive, and
verify if computer starts up to
desktop.

4. After reseating hard drive ex
cable connections, verify if
known-good hard drive starts
up to desktop.

Yes Go to step 2.

No Go to step 3.

Yes Restart computer, go to step

6.

No - If computer has not been

veried with a known-good
hard drive, go to step 3;

-Otherwise, go to step 7.

Yes Reinstall user drive, go to step

2.

No Continue to use known-

good bootable hard drive to
determine root cause. Go to
step 4.

Yes Reinstall user drive, go to step

2.

No Suspect hard drive ex cable,

go to step 5.

2010-06-11

5. Replace hard drive ex cable,
retest with known-good
bootable hard drive and verify
if system starts up to desktop.

6. Verify if user’s hard drive start
up successfully.

7. Partition, erase & install Mac
OS on user’s hard drive. Verify
if OS install completes without
error and that system starts up
successfully.

8. Replace user’s hard drive. Does
drive format correctly with a
GUID partition map and install
Mac OS without errors.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 77

Yes Install user drive, go to step 2. X03

No Replace logic board. M19

Yes Issue resolved.

No Restore or replace user’s hard

drive, go to step 7.

Yes Issue resolved.

No Hard drive appears to be

defective. Go to step 8.

Yes Issue resolved. H01

No Hard drive and ex cable

replaced without success,
replace logic board.

M19

Hard Drive Noisy

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

Hard Drive Noisy

• Noise during start up

• Noise during operation

• Noise when drive is copying or
saving data

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

2. Verify if any available rmware updates are
available for the installed drive.

3. Check for reported noise and compare with
Knowledge Base article “Apple Portables: Hard
Drives and Noise “

http://support.apple.com/kb/TS2354

Deep Dive

Check Result Action Code

1. Boot from Restore DVD and

launch Disk Utility. Verify if
hard drive is available for Disk
Utility to repair.

2. Repair disk and permissions
using Disk Utility and verify it
completed successfully.

Yes Go to step 2.

No Go to Hard Drive Not

Recognized/Not Mounting
symptom table.

Yes Restart computer. Go to step

3.

No Go to step 4.

2010-06-11

3. Run all available software and
rmware updates and verify if
the system is still noisy.

4. Erase disk and reinstall Mac OS
using Installer. Verify it install
process completed.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 78

Yes Remove hard drive and start

up from external drive to test
fan noise. Go to step 6.

No Issue resolved.

Yes Restart computer. Go to step

3.

No Replace hard drive. Go to step

5.

H06

5. After installing new hard drive,

verify if the system is still noisy.

Yes Remove hard drive and start

up from external drive to test
fan noise. Go to step 6.

No Issue resolved.

6. After removing hard drive,
verify if the system is still noisy.

7. Install a known-good hard
drive and verify if the noise
level is similar to user’s hard
drive.

Yes Fan noise or optical drive

noise likely to be the cause.
See ODD Noisy symptom
table and Fan failures/Thermal
symptom table.

No Go to step 7.

Yes Hard drive noise level is

similar to a known-good
drive and does not require
replacement. Reinstall user
drive.

No Replace hard drive. Go to step

5.

Optical Drive Won’t Accept/Reject Media

Unlikely cause: LCD, speakers, fan, camera, microphone

H06

2010-06-11

Quick Check

Symptom Quick Check

Optical Drive Won’t Accept/
Reject Media

• Cannot insert a disc into the
drive

• Cannot eject a disc placed into
the drive

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 79

1. Use Apple System Proler ATA section to see if
the optical drive appears. If not, see Optical Drive
Not Recognized symptom table,

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

3. Check for available rmware and software
updates.

4. Inspect optical drive slot for obstructions

Deep Dive

Check Result Action Code

1. Verify if optical drive is listed in

the System Proler device tree
for serial-ATA devices.

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

3. Reseat optical cable on logic
board and drive ends and
retest. If issue persists, replace
optical drive cable with a
known good one. Verify if
optical drive is now listed in
System Proler.

Yes Optical drive has power,

inspect disc acceptance. Go
to step 5.

No Inspect hardware. Go to step

2

Yes Optical drive has power,

inspect disc acceptance. Go
to step 5.

No Replace any damaged optical

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

Yes Replaced user optical drive

cable. Issue resolved.

No Go to step 4.

X03

X03

4. Install and test a known-good

optical drive with replacement
ex cable. Verify if optical drive
is now listed in System Proler.

5. Inspect optical drive slot for
disc insert/eject. Verify if there
is clearance for disc use.

6. Insert known-good optical
media and test user’s optical
drive for acceptance of disc.
Verify if optical media is read.

Yes Replaced user optical drive.

Issue resolved.

No Replace the logic board. ) M19

Yes Go to step 6.

No Replace damaged optical

drive or top case that
interferes with disc use.

Yes Go to step 7.

No Media is ejected as soon as

inserted : Replace the optical
drive. (Mechanical damage to
optical drive, if found) Go to
step 9.

J01

J01

(J05)

X13

J03

(J06)

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 80

7. Verify if optical media mounts
on desktop.

Yes Go to Eject Test step 8.

No Go to Optical Drive Read/

Write Data Error symptom
table.

8. Verify if optical media is
ejected properly from optical
drive.

9. With replacement parts ,
verify if optical media is now
recognized.

Yes Issue resolved.

No Replace optical drive or top

case that interferes with disc
ejection. Go to step 9..

Yes Issue resolved.

No Replace optical drive. If drive

has already been replaced,
then replace logic board.

Optical Drive Read/Write Data Error

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

J02
X13

J03

M19

Optical Drive Read/Write Data
Error

• Errors when writing optical
media.

• Errors when reading optical
media.

• Hang when accessing or
preparing to write data.

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

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

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

4. Check both CD and DVD media. If only one type
of media is producing errors, there is a laser issue.

Deep Dive

Check Result Action Code

1. Verify if media is free to spin

without optical drive scraping
edge or surface of media.

Yes Go to step 2.

No Replace optical drive. J03

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 81

2. According to optical drive
model, verify if drive can read
all supported types of known­good optical media (CD , DVD,
etc)

Yes Go to step 6

No Reading CD only or DVD only

indicates a laser issue, replace
optical drive.

Optical drive cannot read any
media reliably, go to step 3.

J03

3. Reseat optical cable on logic

board and drive ends and
retest. If issue persists, replace
optical drive cable with a
known good one. Verify if
optical drive now performs the
desired read/write operations.

4. Install and test a known-good
optical drive with replacement
ex cable. Verify if optical drive
now performs the desired
read/write operations.

Yes Replace user optical drive

cable. Issue resolved.

No Go to step 4.

Yes Replace user optical drive.

Issue resolved.

No Replace logic board M19

Optical Drive Not Recognized/Mount

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

X03

J01

2010-06-11

Optical Drive Not Recognized/
Mount

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

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 82

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

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

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

4. Check both CD and DVD media. If only one type
of media is recognized, there might be a laser
related issue.

Deep Dive

Check Result Action Code

1. Verify that optical drive is listed

in the device tree for SATA
devices in System Proler.

2. Check that both connections
of the optical drive ex
cable between logic board
and optical drive are secure.
Visually inspect cables and
connectors for any debris,
damage, or bent pins. Verify
if optical drive is now listed in
System Proler.

3. Replace optical drive cable
with a known good one. Verify
if optical drive is now listed in
System Proler.

4. Install and test a known-good
optical drive with replacement
ex cable. Verify if optical drive
is now listed in System Proler.

Yes Issue resolved.

No Go to step 2.

Yes Issue resolved.

No Replace any damaged cables

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

Yes Replace user optical drive

cable. Issue resolved.

No Go to step 4.

Yes Replace user optical drive.

Issue resolved.

No Replace the logic board. M19

X03

X03

J01

2010-06-11

Optical Drive Noisy

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

Optical Drive Noisy

• Noise during boot

• Noise during operation

• Noise when drive is copying or
writing data

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 83

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

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

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

4. Check for available rmware /software updates.

Deep Dive

Check Result Action Code

1. Verify if optical drive is

constantly seeking or cycling
eject mechanism without an
optical disc installed. Optical
drive should perform only one
reset sequence and rest idle,
ready for media.

2. Insert known good data CD.
Check that media is free to
spin without optical drive
scraping edge or surface of
media. Verify disc does not
exceed maximum thickness
specication.

3. Initial disc handling noise is
normal. Disc spinning and
head seek indicates disc is
mounting to desktop. Seek
noise should settle down once
mounted. Verify if noise is
above normal level and related
to seek activity.

Yes Replace optical drive if

continuous activity occurs
with no disc installed.

No Continue and verify with

media, go to step 2.

Yes Internal mechanical

interference is aecting
rotational spin of media,
replace optical drive.

No Continue and verify with

media, go to step 3.

Yes Replace optical drive. J04

No Go to step 4.

J04

J04

4. Disc spin should cease 30

seconds after mounting data
CD on OS desktop. Verify if the
noise is related to disc spin.

5. Remove the optical drive and
check for correct seating of the
brackets on the optical drive
and in the top case. Reinstall
drive in unit and retest. Verify if
drive is still noisy.

6. Eject known good data optical
media. Disc handling noise
should be one pop of disc
from motor hub and a motor
gear sound driving disc out
of optical drive. Verify if noise
is above normal level and
related to disc eject activity or
multiple eject attempts.

Yes Go to step 5.

No Go to step 6.

Yes Go to step 6.

No Issue resolved. Optical drive

was not properly mounted in
enclosure. (Possible physical
damage to optical drive.)

Yes Replace optical drive. J02

No Go to step 7.

(J05)

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 84

7. Disc spin should cease 30
seconds after mounting optical
media on desktop. Media may
be mounting on a defective
internal spindle hub. Verify if
the noise is related to disc spin.

Yes Replace optical drive. J04

No Noise does not appear to be

related to optical drive.

Optical Drive Not Performing to Specs

Unlikely cause: LCD, speakers, fan, camera, microphone

Quick Check

Symptom Quick Check

Optical Drive Not Performing to
Specs

Read or write speeds slower than
expected.

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

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

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

4. Check both CD and DVD media. If only one type
of media is producing errors, there might be a
laser related issue.

Deep Dive

Check Result Action Code

1. Check drive model and

supported media types, and
verify if optical drive can read
all supported optical media
types.

Yes Go to step 5

No Reading CD only or DVD only

indicates laser issue, replace
optical drive.

J03

2010-06-11

2. Reseat cable connections
at logic board and optical
drive. Verify if media is now
recognized and reads reliably.

Optical drive cannot read any
media reliably. Go to step 2.

Yes Reseat resolved issue. X03

No Go to step 3.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 85

3. Disconnect optical drive by
lifting SATA cable at logic
board and connecting a
known-good drive. Verify if
media is now recognized and
reads reliably.

Yes SATA port functional,

reconnect user’s optical drive
& SATA cable. Go to step 4.

No Replace logic board. M19

4. Install and test with
replacement optical drive ex
cable. Verify if media is now
recognized and reads reliably.

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

Yes Cable change resolved issue. X03

No Replace optical drive.

Yes Issue resolved.

No Replace optical drive.

Uncategorized Symptom

Quick Check

Symptom Quick Check

Uncategorized Symptom

Unable to locate appropriate
symptom code

Verify if existing symptom code applies to the issue
reported by the user. If not, document reported
symptom and send feedback to smfeedback@apple.

com stating that a suitable symptom code could not

be found.

(Mechanical damage to
optical drive, if found)

(Mechanical damage to
optical drive, if found)

J03

(J05)

J03

(J06)

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Mass Storage 86

Input/Output Devices

USB Port Does Not Recognize Known Devices

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

USB Port Does Not Recognize
Known Devices

USB-wired keyboard/mouse or
USB ash drive not recognized

1. Check the for latest software update.

2. Use Apple System Proler to verify the computer

recognizes the USB bus.

3. Test port with known good Apple keyboard or
mouse.

4. Verify any USB hubs have sucient power.

Deep Dive

Check Result Action Code

1. Reset SMC and clear PRAM.

Verify if USB device is
recognized.

2. Verify if USB device is
receiving power from USB
port. Note: rst device to
need >500mA will get 1000mA,
all others will be limited to
<500mA

Yes Issue resolved.

No Go to step 2.

Yes Go to step 3.

No Replace logic board. M15

2010-06-11

3. Verify if the latest Mac­compatible available driver for
this USB device is installed.

4. Verify if USB device is working
on a known-good similar
computer.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 87

Yes Go to step 4.

No Obtain Mac-compatible USB

driver.

Yes Replace logic board. M15

No Obtain service for the

defective USB device.

Built-in Keyboard Does Not Work Properly

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Built-in Keyboard Does Not Work
Properly

• Keystrokes not recognized

• Locks up

• Displayed characters don’t
match

1. In System Preferences: International: Input Menu,
enable Keyboard Viewer. Select Show Keyboard
Viewer from the Input Menu in the menu bar.
Test the keyboard.

2. Conrm correct keyboard layout is selected.

3. Update to the latest system software.

4. Press Caps Lock, if the Caps Lock light goes on

to show at least a partial connection to the main
logic board.

Deep Dive

Check Result Action Code

1. If specic keys are not working,

conrm if they are physically
broken.

Yes Refer to “MacBook/

MacBook Pro: Black Keycap
Replacement” (HT4002) or
“MacBook: White Keycap
Replacement” (HT4003). If a

keycap kit is available for this
model, order kit and replace
aected key(s).

2010-06-11

2. Reseat keyboard ex cable
to logic board and verify if all
keys are functional.

3. Disconnect and verify if
keyboard ex cable is in good
condition (no delamination or
torn cable end, no missing or
cracked tracks).

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 88

Go to step 4.

If a keycap kit is not available
for this model, replace
complete top case.

Go to step 4.

No Go to step 2.

Yes Issue resolved.

No Go to step 3.

Yes Go to step 4.

No Replace top case. Go to step 5. K01

K01

4. Reseat cable and check that

ex cable end is fully inserted
and aligned with connector
on logic board, and that
connector lock is closed. Verify
if keyboard now functions
properly.

Yes Issue resolved.

No Replace top case. Go to step 5. K01

5. Verify if all keys are functional
using ASD interactive keyboard
test.

Yes Issue resolved.

No Replace logic board. M15

Specic Keys Don’t Work

Unlikely cause: power adapter, battery, speakers, LCD, optical drive/hard drive, fan, microphone

Quick Check

Symptom Quick Check

Specic Keys Don’t Work

• Keycap broken

• Key switch broken

• Sticky key

• Key pressed not recognized

1. Determine if damage caused by user/technician
environment, accidental damage, or abuse.

2. Inform user/technician the failures are not
covered by Apple warranties. Refer to

http://www.apple.com/legal/warranty

3. Inspect keycap to remove debris trapped under it.

4. If the keycap is loose, check if clasp is still intact

and reattach it.

2010-06-11

5. Refer to “MacBook/MacBook Pro: Black Keycap

Replacement” (HT4002) or “MacBook: White
Keycap Replacement” (HT4003). If a keycap kit

is available for this model, order kit and replace
aected key(s). If a kit is not available, replace
complete top case (code K01).

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 89

Built-in Trackpad Does Not Work

Quick Check

Symptom Quick Check

Built-in Trackpad Does Not Work

• Cursor does not move.

• Select button of trackpad
inoperable

• Multiple touch features
inoperable

1. Check for environmental factors such as humidity,
hand lotion or jewelry. Check if user is touching
the trackpad simultaneously with both hands.

2. Clean the trackpad surface (with the computer
powered o) using a clean, dry, lint-free cloth.

3. Make sure all software and rmware updates have
been applied.

Deep Dive

Check Result Action Code

1. In System Preferences:

Universal Access, turn o
special Keyboard and Mouse
& Trackpad settings. Set for
normal use, enable and test
multiple touch features. Verify
if trackpad works now.

2. Verify if you see the Apple
Internal Keyboard/Trackpad
continuously listed on USB in
Apple System Proler.

Yes Settings issue resolved.

No Go to step 2

Yes Go to step 5.

No Go to step 3.

2010-06-11

3. Reseat the trackpad ex cable
to the logic board. Verify if
trackpad works now.

4. Verify if the trackpad
connector on the logic board is
damaged.

5. Does the cursor move correctly
when trackpad is used ? Clean
trackpad surface and verify
trackpad is moving cursor on
screen.

6. Does the trackpad button
click? Verify trackpad
alignment is proper and click­depth set screw is at factory
setting.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 90

Yes Loose cable. Issue resolved.

No Go to step 4.

Yes Replace logic board. M24

No Go to step 5.

Yes Go to step 6

No Test with known-good

trackpad. Go to step 7

Yes Test with known-good

trackpad. Go to step 7

No Go to step 7

7. Verify if a known-good
trackpad works.

Yes Replace user trackpad

according to symptom found.

-No Mouse/trackpad response

-Trackpad cursor not tracking
properly

-Trackpad click button issues

No Replace logic board. M16

Built-in Keyboard Has Dim or No Keyboard Backlight

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

K02

K12

K13

Built-in Keyboard Has Dim or No
Backlight

• In darkened room, keyboard
backlight does not come on or
is dim.

1. Make sure this computer model has a keyboard
backlight option by checking the conguration
label in the battery bay.

2. Make sure that keyboard backlight is turned on
and brightness turned up.

3. Block the ambient light sensor to simulate
darkened room.

Deep Dive

Check Result Action Code

1. Cover the Ambient Light

Sensor located near camera.
Verify if the display dims

2. Cover the ambient light
sensor again and press the
F6 keyboard key. Verify if
keyboard backlight works.

Yes Ambient light sensor is

working. Go to step 2.

No Go to step 3.

Yes Issue resolved.

No Go to step 4.

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 91

3. In the Apple System Proler,
verify if you can you see the
USB camera listed.

Yes The Ambient Light Sensor

shares its connection to logic
board with camera and is
likely correctly connected.. If
issue persist, replace display
assembly.

No Go to step 6

L14

4. Check keyboard backlight

cable and connector for
damage and reseat keyboard
backlight connection to the
logic board. Verify if the
keyboard backlight now works.

5. Cover the Ambient Light
Sensor located near camera
and press the F6 keyboard
key .Measure the voltage
between pin 4 and pin 2 of the
keyboard backlight connector.
Verify if voltage is present.

6. Check camera cable and
connector for damage and
reseat the camera cable
connection to the logic board.
Verify if the Ambient Light
Sensor functionality now
works.

7. With replaced top case verify if
the Ambient Light Sensor now
works.

Yes Issue resolved.

No Go to step 5

Yes Replace top case. K10

No Replace logic board. M99

Yes Ambient Light Sensor

functional. Retest for
keyboard backlight
functionality.

No Replace top case and go to

K10

step 7.

Yes Ambient Light Sensor

functional. Retest for
keyboard backlight
functionality.

2010-06-11

No Replace logic board M23

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 92

Built-in Keyboard Is Not Recognized

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Built-in Keyboard Is Not
Recognized

• Keystrokes not recognized

1. Reset SMC.

2. Press Caps Lock. If Caps Lock light turns on, there

is at least a partial connection to the logic board.

3. In System Preferences: International: Input Menu,
enable Keyboard Viewer. Select Show Keyboard
Viewer from the Input Menu in the menu bar.
Test the keyboard.

Deep Dive

Check Result Action Code

1. In Apple System Proler do you

see “Apple Internal Keyboard/
Trackpad” listed under USB
hardware devices?

2. Reset SMC and verify if Apple
Internal Keyboard/Trackpad is
now seen in the USB devices
list of Apple System Proler.

Yes Go to step 3.

No Go to step 2.

Yes Go to step 3.

No Replace logic board. M15

2010-06-11

3. If built-in keyboard is not
recognized, verify if trackpad is
still functional

4. Check that keyboard ex
cable is in good condition (no
delamination, torn cable end,
missing or cracked tracks).

5. Check that keyboard ex cable
is fully inserted and aligned
with connector on logic board,
and that connector lock is
closed. Verify if keyboard now
functions properly.

6. Verify if all keys are functional
using ASD.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 93

Yes Go to step 4.

No Go to Built-In Trackpad Does

not Work” symptom table.

Yes Go to step 5.

No Replace top case. Go to step

6.

Yes Issue resolved.

No Replace top case. Go to step

6.

Yes Issue resolved.

No Replace logic board. M15

K11

K11

Built-in Trackpad Does Not Track Properly

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Built-in Trackpad Does Not Track
Properly

• Cursor movement is random,
uneven, or jumpy.

• Cursor hangs or stalls along
path.

1. Check for environmental factors such as humidity,
hand lotion or jewelry. Check if user is touching
the trackpad simultaneously with both hands.

2. Clean the trackpad surface (with the computer
o) using a clean, dry, lint free cloth.

3. Make sure all software and rmware updates have
been applied.

4. If the issue occurs when system is running from
the power adapter, use a grounded power cord
with the power adapter.

Deep Dive

Check Result Action Code

1. In System Preferences:

Universal Access, turn o
special Keyboard and Mouse
& Trackpad settings. Verify if
trackpad works now.

2. Verify if you see the Apple
Internal Keyboard/Trackpad
continuously listed under USB
in Apple System Proler.

Yes Settings issue resolved.

No Go to step 2.

Yes Trackpad communicating to

system. Go to step 6

No Go to step 3

2010-06-11

3. Verify if the trackpad looks
damaged.

4. Reseat the trackpad ex cable
on the logic board. Verify if the
trackpad works now.

5. Verify if the trackpad
connector on the logic board is
damaged.

6. Replace with known-good
trackpad and verify if it works.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 94

Yes Test with known good

trackpad. Go to step 6.

No Go to step 4

Yes Loose cable. Issue resolved.

No Go to step 5

Yes Replace logic board. M24

No Go to step 6.

Yes Replace user defective

trackpad.

No Replace logic board. M16

K02

Apple Remote Inoperable

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Apple Remote Inoperable

• Remote is not recognized.

1. The computer is on and awake.

2. Check with known-good remote on user’s

computer and the user’s remote on known-good
computer

3. Remote is used within 30 feet of the computer
and unobstructed line-of-sight to the IR window.

4. Clean the IR window.

5. Open System Preferences: Security pane. Verify if

“Disable remote control infrared receiver” is not
checked.

6. In Security pane, if “Unpair” button is active, press
it and pair the Apple Remote. See “Pairing your
Apple Remote with your computer” (Knowledge

Base HT1619).

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 95

Deep Dive

Check Result Action Code

1. Open Photo Booth or iChat’s

Video Preview window. Point
Apple Remote at the built-in
iSight camera, press any button
on the remote, and verify if
(as seen through the camera)
there is a faint blinking light on
the remote.

2. Verify if you can pair the Apple
Remote with a known-good
system.

3. Go in Security settings of
System Preferences. Uncheck
the “Disable remote control
infrared receiver” if checked,
and verify if Apple Remote
now works.

4. Verify if the Apple Remote now
works.

Yes Apple Remote is working. Go

to step 2.

No Replace the remote’s battery.

Go to step 2.

Yes Go to step 3.

No Replace the Apple Remote.

Go to step 3.

Yes Issue resolved.

No Check and reseat the HD/IR/

Sleep LED cable connection
at logic board. Go to step 4.

Yes Issue resolved.

No Replace the HD/IR/Sleep LED

cable. Go to step 5.

X04

X03

5. Verify if the Apple Remote now

works.

Yes Issue resolved.

No Replace logic board. M15

2010-06-11

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 96

Built-in Speaker Has No Audio

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Built-in Speaker Has No Audio

Can’t hear any audio from within
the machine.

1. Make sure all software updates have been
applied.

2. Check in System Preferences: Sound: Output that
sound output is set to “Internal Speakers”. and
balance is set to center.

3. Use the F12 volume key to set the sound to
maximum.

4. Reset PRAM.

Deep Dive

Check Result Action Code

1. Remove any externally-

connected speakers and verify
if System Preferences: Sound:
Output current setting is set to
“Internal Speakers”.

2. Play some music and plug
known-good headphones
/speakers in the audio
output jack .Verify if you get
audio through the external
headphones/speakers.

Yes Internal Audio-out port is

selected. Go to step 3.

No “External Speakers” or “Digital

Out,” reported Go to step 2

Yes Go to step 3

No Replace logic board. M09

2010-06-11

3. Unplug headphone/speakers
and verify if you now get audio
through internal speakers
.Cycle this plug /unplug
operation several times and
verify if audio gets back each
time to the Internal speakers.

4. Replace with known-good
internal speakers. Verify if
you now get audio through
internal speakers.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 97

Yes Issue resolved.

No Check left and right speakers

connections to logic board.

-If disconnected, reseat
connectors,

-if damaged or missing,
replace aected speaker.,

- otherwise, go to step 4

Yes Replace aected user’s

speaker Issue resolved.

No Replace logic board. M09

X08

X08

Distorted Sound from Internal Speaker

Unlikely cause: LCD, hard drive, optical drive

Quick Check

Symptom Quick Check

Distorted Sound from Internal
Speaker

• Distorted audio

1. Reset PRAM.

2. Adjust sound output and level in System

Preferences: Sound: Output, and use the Balance
to locate a left, right, or woofer speaker distortion
source.

3. Compare the same sound and same settings
against another unit to make sure the sound is
actually distorting.

Deep Dive

Check Result Action Code

1. Compare internal speakers

with a pair of headphones and
verify if the distortion is similar
on both headphones and
internal speakers.

Yes Audio source or gain issue.

Reset PRAM, adjust sound
level in System Preferences:
Sound: Output, and retest
with known-good audio
source and external speakers.
Go to step 5.

2010-06-11

2. Use the Sound Output
system preference to adjust
Balance and test the left
and right speakers. If lower
bass notes are distorted, the
right speaker/subwoofer is
likely to be defective. Verify
if all speakers are free from
distortion, and sounding clear
and loud.

3. Verify if aected speaker cable
is properly seated and free
from damage.

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 98

No Internal speaker issue. Go to

step 2.

Yes Issue resolved.

No Adjust volume to test full

range of volume settings. Go
to step 3.

Yes Go to step 4.

No Reseat speaker cable or

replace damaged speaker. Go
to step 5.

X09

4. Verify if aected speaker

membrane is free from dust or
debris, and speaker membrane
is not deformed/damaged.

Yes Go to step 5.

No Clean any dust or debris. Go

to step 5.
If membrane is damaged,
replace the speaker(s).

X09

5. Verify if speaker enclosure

is not damaged, is correctly
installed in system, and does
not create unneeded vibration
when sound is played.

6. Verify if internal speakers no
longer produces distorted
sound.

Yes Speaker housing installation

is good. Go to step 6.

No Properly install/ replace

aected speaker. Go to step 6.

Yes Issue resolved.

No Replace logic board. M09

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

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

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

2010-06-11

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

Deep Dive

Check Result Action Code

1. Verify if boot chime is present

when system is powered ON.
Note: make sure audio output
preferences are not set to mute

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 99

Yes Go to step 2

No Reset Pram and retest.

2. Check that no cable is inserted
into the external sound input
AND output ports. Launch
System Preferences and select
Sound/Input options. Verify
if “Internal Microphone” is
proposed and selected..

Yes Go to step 3.

No If “External Microphone”

input is proposed in Sound
Input preferences, replace
logic board.

M09

3. Launch System Preferences and

select Sound/Input options.
Verify if ‘Input Volume’ is set
above minimum sensitivity.

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

5. Record sound sample using
GarageBand or QuickTime
Player. Verify if sound quality of
sound sample is normal during
playback.

Yes Go to step 4.

No Set ‘Input Volume’ slider to the

middle position. Retest.

Yes Microphone and audio input

functioning. Go to step 6.

No Suspect bad microphone

or connection. Remove
logic board and check that
microphone is present on
left speaker assembly, that
cable and connector are free
from damage, that connector
is correctly seated to logic
board . Reassemble and
retest. If issue persists, replace
microphone. Go to step 5.

Yes Microphone circuitry OK.

Return system to user.

No Replace logic board M09

X19

2010-06-11

Express Card Will Not Insert Into Slot

Unlikely cause: LCD, logic board, hard drive

Quick Check

Symptom Quick Check

ExpressCard will not insert into
ExpressCard Slot

ExpressCard does not fully seat
into the slot
Slot door does not open
completely

MacBook Pro (17-inch, Mid 2010) Symptom Charts — Input/Output Devices 100

1. The card must be a 34mm wide card with the top
side oriented up and not be warped or damaged.

2. Clear any obstruction in the slot.

3. Test using a known-good ExpressCard