Re: 20" iMac refused to startup one day, Time Capsule and Applecare troubles.
- From: "weedhopper" <whopper@xxxxxxxxxxx>
- Date: Sat, 17 May 2008 09:14:28 -0400
"Jamie Kahn Genet" <jamiekg@xxxxxxxxxxxxxxxxxx> wrote in message
news:1ih34fn.qc6cql1kk2gjkN%jamiekg@xxxxxxxxxxxxxxxxxxxxx
My Mum's new 20" iMac (running 10.5.2) refused to startup the other day.
She reports it would show the grey apple then turn off.
I guided (over the phone) her through booting from the Install DVD #1
and running Disk Utility. 'Repair Disk' was greyed out... uh oh. Ok, I
got her to try verifying the disk. Disk Utility was unable to do so and
gave an error.
Ok. That's NOT good. Plus I've not seen a recent Mac turn itself off
like that before.
I get her to boot into Hardware Test. She runs an extended test. No
problems found. Well - that at least is good news, if not to be relied
on 100%.
Next step - she calls AppleCare and they suggest she try wiping the HD
and reinstalling the OS. Fine - she has been running Time Machine with
her new 1TB Time Capsule (which I setup and tested restoring files to be
sure it was all running ok) so she should just be able to restore
everything from there (leaving aside for the moment worries as to why
Leopard failed so catastrophically).
But the techs fail to sucessfully guide her through restoring. All she
can tell me is there was a problem connecting to the TC (but she's very
non-technical so it's hard to know WHAT that problem was) This is no
damn good I tell her yesterday over the phone (*wishes I could somehow
get there in person*). You need your Admin and Standard user account
back.
I then call Apple and explain exactly what the situation is. I have the
tech make notes of what she needs to be guided through (I can't help
with TM and TC troubles - I've never troubleshooted them before). I
explain she will call them back and I need them to please sort out what
is wrong with connecting to the TC and get her accounts restored.
Please.
I tell Mum not to be afraid to escalate her problems to senior support
if the person she gets fails to deal with the issue.
She calls.
She excalates the call.
Senior support fails to get her TC connection and restore sorted.
GAAAHHH!
They suggest Mum try to hook up the TC directly to her iMac instead of
trying to access it wirelessly. They fail to guide her through that.
I call and guide her through that.
Luckly the next Applecare call she just made right now worked out for
her, and she's now waiting while her accounts are restored (boy is that
taking ages for gigabit ethernet...).
55 minutes from now I'll know whether it worked. I hope so, but I'm
still greatly bothered by OSX's sudden earlier failing.
This is only one reason why I don't use a mac.
.
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