Apple power mac g4 fw 800 User Manual

							
Power Mac G4 (Mirror/FW800) Troubleshooting - 27
 Symptom Charts open the tray.
• Choose a different operating system in the startup manager, and eject th\
e CD  using the steps above.
• Insert a paper clip into the manual eject hole, which is located on the \
bottom right  or left side of the drive (depending on the model), under the bezel. A\
 paper clip 
inserted into this hole unlatches the drive. Next, bend the paper clip i\
nto a hook 
and put it under the drives tray. You should be able to pull the tray o\
ut at this point.
• During startup, press and hold the Command-Option-O-F key combination to\
 enter  Open Firmware, type eject cd in lower case letters, then press return.\
2. Reseat the drive data and power cables on the back of the optical drive. 
3. Verify the optical drive bezel is properly seated. 
4. Reseat the drive data cable on the logic board. 
5. Try using a known-good disc.
6. Replace the optical drive.
Unable to eject disc
1. Quit open applications and try to eject disc again.
2. In Mac OS X, choose Restart from the Apple menu and hold down either the mouse  button or the Media Eject key on your Apple Pro Keyboard.
In Mac OS 9, choose Restart from the Special menu and hold down either t\
he mouse 
button or the Media Eject key on your Apple Pro Keyboard.
3. Manually eject the disc, as follows: • Shut down the computer. 
• Open  the front panel covering the front of the drive tray and locate a small \
hole 
below the drive tray. 
• Carefully insert the end of a large straightened paper clip into the hol\
e. 
• Push firmly until the tray opens. 
• Pull out the tray, remove the disc, and push the tray to close it.
4. If using a third-party keyboard, hold down F12 key. 
						

							
28 - Power Mac G4 (Mirror/FW800) Troubleshooting
 Symptom Charts
Optical drive icon does not appear on the desktop
1. Check to see if the optical drive is listed in Apple System Profiler. If it is, go to step 2. If 
it is not, go to step 7.
2. Try using a known-good disc.
3. If there is a disc stuck in the tray, refer to the symptom Unable to eject disc. 
4. Turn off all third-party extensions.
5. Verify the  firmware is the most recent version for that drive. Check Software 
Downloads for any current update.
6. Reinstall system software.
7. Reseat the drive data and power cables on the back of the optical drive.
8. Try another connector on the power cable harness. If there is a bad connector on the  harness, replace the power supply.
9. Replace the optical drive.
10. Replace the logic board only if other devices on the bus do not work.
USB Devices
At startup, cursor does not move with the Apple mouse
1. Verify that mouse and keyboard connections are secure.
2. If the mouse is connected to the keyboard, connect the mouse to one of the USB ports  on the I/O panel instead. If the mouse works, replace the keyboard. 
3. Start up from the system installation CD or system restore CD that came with\
 the  computer. If the mouse operates, troubleshoot software; refer to the symptom System 
quits or stops responding intermittently.
4. If the mouse is connected to one of the USB ports on the I/O panel, switch to the other  USB port. If the mouse operates correctly, the  first port was bad. Replace the logic 
board.  Note: You can also use Apple System Pro filer to verify USB ports.
5. Replace the mouse.
No response to any key on keyboard
1. Verify that keyboard and mouse connections are secure.
2. Remove all USB devices, except the keyboard and mouse. If the keyboard operates  correctly, troubleshoot the other USB devices.
3. Switch the keyboard to a different USB port. If the keyboard operates correctly, the  first port was bad. Replace the logic board.  Note: You can also use Apple System 
Pro filer to verify USB ports. 
						

							
Power Mac G4 (Mirror/FW800) Troubleshooting - 29
 Symptom Charts 4. Relaunch Finder.
5. Start up from the system installation CD or system restore CD that came with\
 the 
computer. If the keyboard operates, reinstall system software.
6. Replace the keyboard.
7. Replace the logic board. 
USB printer does not operate
1. Verify that connections to the printer and computer are secure.
2. Switch the printer to a different USB port. If the printer operates correctly, the  first port 
was bad. Replace the logic board.  Note: You can also use Apple System Pro filer to 
verify USB ports.
3. Verify the correct versions of the system software and printer driver are installed.
4. Use Print Center to verify that you have the correct printer selected. 
5. If the printer is connected to a third-party USB hub, switch it to one of the USB ports  on the I/O panel. If the printer operates, the hub is bad.
6. De-install and then re-install the print driver.
7. Replace the printer interface cable.
8. Replace the printer.
9. Replace the logic board. 
						

							
30 - Power Mac G4 (Mirror/FW800) Troubleshooting
 Symptom Charts
FireWire Devices
No external FireWire device icon appears on the desktop
1. Verify that the FireWire device is turned on and the FireWire cable is securely 
connected to the device and the computer.
2. If the device requires external power, make sure it is plugged in.
3. Check that the FireWire device is listed in Apple System Pro filer. If it is, go to step 4. If 
it is not, go to step 5.
4. Check the FireWire device documentation to see if additional drivers are required. If  so, make sure the drivers are installed.
5. Check for broken pins, dust, dirt, or wear on both FireWire cable connectors, the  device FireWire port, and the computer FireWire port. 
6. Reconnect the FireWire device to another FireWire port on the computer. If the  computer has a bad FireWire port, replace the logic board.
7. Replace the FireWire cable.
8. Replace the FireWire device.
9. Replace the logic board.
Network Problems
Unable to see any network devices or connection drops off line by itself
1. Try a known-good Ethernet cable.
2. Open the Network system preference and select the Ethernet option. Verify that you  can now see devices on the network.
3. Clear parameter RAM. Hold down Command-Option-P-R during startup until you hear  a second startup chime.
4. Start up from the system installation CD or system restore CD that came with\
 the  computer. Open the Network system preference and select the Ethernet option. Are 
you able to switch to Ethernet and see Ethernet devices on the network? If so, reinstall 
system software.
5. Try connecting to a known-good Ethernet port at the wall or external hub. 
6. Verify that other users are experiencing the same problem. If so, contact the network  administrator. 
7. If connected to an Ethernet card, reseat the card.
8. If connected to an Ethernet card, replace the card.
9. Replace the logic board. 
						

							
Power Mac G4 (Mirror/FW800) Troubleshooting - 31
 Symptom Charts
Modem
The internal modem is not recognized
1. Make sure the correct CCL and extension  files are installed.
2. Reseat the modem and modem cable.
3. Reinstall the CCL and modem extension. If the problem persists, reinstall the system  software.
4. Clear parameter RAM. Hold down Command-Option-P-R during startup until you hear  a second startup chime.
5. Replace the modem.
System reports a No Dial Tone error message
1. Verify the modem phone cable is securely connected at the computer and the wall  jack.
2. Verify the phone line is operational.
3. Replace the modem phone cable.
4. Reseat the modem and internal modem cables.
5. Replace the modem.
There is a dial tone, but the modem cannot dial out
1. International only: Use the Modem Country Selector utility to make sure the modem is  set to the correct country.
2. Open the Modem system preference or control panel and verify that the correct  modem type is selected, the sound is On, and the dialing is set to Tone. At this point, 
leave the Ignore Dial Tone setting unselected.
3. Make sure the correct driver is installed and the correct CCL is selected and that they  are not corrupted. If necessary, reinstall the driver and/or CCL. 
4. Try another cable and phone jack.
5. Verify the modem settings with the internet service provider (ISP).
6. Open the Modem system preference or control panel and select Ignore Dial Tone.  (Note: Some voice mail systems use a beeping dial tone to notify users of waiting 
messages, which can affect the modem connection.)
7. If the problem persists, reinstall the system and modem software. 
						

							
32 - Power Mac G4 (Mirror/FW800) Troubleshooting
 Symptom Charts
Modem is having trouble connecting to online site
1. International only: Use the Modem Country Selector utility to make sure the modem is 
set to the correct country.
2. The phone line may have too much noise. If the user has a second line, try that one.  The user should contact the local phone company and request the line be checked.
3. Check to make sure the TCP/IP system preference or control panel is correctly  configured for the users internet service provider. If it is not con figured correctly, the 
modem may connect but won’t be able to access any sites.
4. Sometimes internet service providers use different servers for dial-up/authentication  and for services. If one server is down, users may be able to log in but not access any 
services. Contact the internet service provider for help.
Modem cannot connect to remote access server or to ISP
1. Verify the phone number of the server. Dial the number using a telephone and listen for the “whistle” of a modem. 
2. Make sure the user has set up remote access for the server being contacted.
3. The user may need to create pauses while the number is being dialed. Insert a  comma between parts of the number where a pause might be needed. For example, 
the following entries cause remote access to dial “9” to get an outside line and then 
pause before dialing the rest of the number: 9, 555-1234
Modem is dropping its connection
1. International only: Use the Modem Country Selector utility to make sure the modem is set to the correct country.
2. Try another cable and phone jack.
3. The phone line may be too noisy to handle the higher modem speeds. Try connecting  at a slower speed or use a generic CCL  file. (If you are familiar with the CCL script 
language, you can edit the modem script to force a connection at a lower speed.) If the 
problem continues, contact the phone company to report the bad phone line.
4. Check if the user has call waiting on that phone line. With call waiting active, an  incoming call can interrupt the connection. Disable call waiting using AT commands 
placed in the init string of the dialup application. Usually the string is *70.
5. There may be a problem with the server the user is connecting to. Servers sometimes  develop problems that disconnect users without explanation. Try calling back later or 
use an alternate number if one is available. If the problem persists, contact the internet 
service provider.
6. Reseat the modem and internal modem cables.
7. Replace the modem. 
						

							
Power Mac G4 (Mirror/FW800) Troubleshooting - 33
 Symptom Charts
Modem disconnects after a period of time
A timed disconnect setting is causing the modem to disconnect. Some internet service 
providers or software packages have a feature that will disconnect the user after a set 
period of time. Either increase this time setting or disable the feature if possible. Contact 
the internet service provider or network administrator for more information.
User does not receive a required callback from a server
1. Contact the network administrator to verify the callback number is correct.
2. Verify the user has the correct modem script.
Modem is slow responding 
1. Too many people are using the internet services. Users need to remember that the 
internet service provider has only a limited amount of bandwidth to the internet. If 
many people are dialing in, the individuals connect speed will be affected.
2. Check the phone line. The quality of the phone line can limit modem performance. 
Miscellaneous
Apple Pro Speakers connected to Power Mac G4 (FW 800) are not recognized 
at startup or wake from sleep 
A limited number of Power Mac G4 (FW 800) computers with a serial number prior to and 
including xx304xxxxxx may display the following message after the computer starts up or 
wakes from sleep:  Speaker Connection - The device plugged into the Apple speaker mini-jac\
k cannot 
be recognized. Remove the plug from the jack. Then plug it back in and m\
ake sure it 
is fully inserted.
While the computer may exhibit this alert message, the Apple Pro Speakers work 
correctly. 
1. Close the alert message by clicking OK.
2. Make sure the speaker connector is fully inserted into the Apple Speaker sound output  port.
3. Restart the computer. Check if the message reappears after the computer has  restarted.
Note:   It may take up to nine seconds for this message to appear after the co\
mputer 
has started up.
4.  If the message reappears after restarting the computer, replace the logic board. 
						

							© 2003 Apple Computer, Inc. All rights reserved. Service Source
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