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23407 Views 190 Replies Latest reply: Apr 6, 2008 7:46 PM by Jason Kim
Currently Being ModeratedMar 25, 2008 10:53 AM (in response to Euripides)Argh!!! It happened again this afternoon : the typical total power shutdown. I'm going to call Apple Service once more and see what they know about the eventual fix with the power supply wire.iMac 20" 2.4 GHz Intel Core 2 Duo, Mac OS X (10.4.11), 2 Gig RAM
Currently Being ModeratedMar 25, 2008 6:48 PM (in response to methano)The latest in my Random Shutdown saga. I've posted here before.
I bought an aluminum iMac back in August, a week after they came out. After 2 weeks we got a random shutdown (RS), the machine just turned off immediately, like someone pulled the plug.
They continued, about one or two a day for a few months. Then one night we had a lot, every five minutes. I took it to the Genius at the Apple store. They kept it overnight and told me they couldn't find any problems. Took it home and the random shutdowns continued. Called AppleCare. They told me to remove a bunch of files and reset the SMC. Shutdowns continued. Tried fifty variations of fan speeds, direct or Airport connection, software, external devices, every variation I could imagine. No correlation. The only thing that we noticed was that the shutdowns only happened when we were using the mouse or keyboard. Shutdowns continued. Called AppleCare again. They told me all the same things. I said that I tried them before so they told me to go to the Genius at the Apple store. So I took it in and sat at the bar for 3 hours. It didn't shutdown. They kept it for 3 days, then called and told me that the machine was fine. Took it home. Shutdowns continued. Called AppleCare again. Got transferred to one of those more experienced helpers. He told me to try a clean system install and that if that didn't work, it was hardware and they would try something like swapping out the power supply or logic board. Did a clean system install. Shutdowns continued. Called back and got transferred to a different expert. He said I could take it to the store or they could send someone out to my house since I had AppleCare. I told him I didn't want to deal with those rude people in the Apple store anymore. After a week, nobody called to set up an appointment, so I called again. Finally I got a pretty reasonable person. He set up service to replace both the power supply and the logic board. A local Apple service provider called a couple of hours later and told me that they would come over as soon as the parts came in. Two days later, a guy showed up at exactly the time he said he would, came in and did the swap and left.
It's been a week and we haven't had any shutdowns. Seven months later, I'm finally happy. Lessons learned. 1) Be persistent. 2) Be nice. 3) Don't bother with the Genius at the Apple Store. They're overworked and in a bad mood and don't have the authority to do the right thing. They've gotten really good at suggesting it's your fault. 4) Get AppleCare. 5) Be persistent.Aluminum 20" iMac 2.4 GHz, Mac OS X (10.4.10)
Currently Being ModeratedMar 25, 2008 8:09 PM (in response to methano)Excellent post. Did the Apple guys that made the repairs mention any knowledge of this problem?
I'm always reluctant to say this but mine has been fine on it's own for quite some time now. I must add that mine only did the 'pulled plug' shutdown on a mouse click if I remember correctly. I imagine a keyboard action may be the same thing as well in some cases.iMac, eMac, IIc, performas, grape iMac,300 baud modem...., Mac OS X (10.4.10)
Currently Being ModeratedMar 26, 2008 8:32 AM (in response to Lance Recker)Hey folks, It has been a while since I've posted, but the 3rd iMac that I received has been rock solid and I have not had one shut down since I received it. Feels good to finally have a solid machine on my desk again. Hang in there - there is hope!
LanceiMac 20" Aluminum, Mac OS X (10.5.2)
Currently Being ModeratedApr 5, 2008 9:55 AM (in response to josephd3)Maybe they are just saying its a solution so that they dont have to do a recall of some sort. i think its all fake and they are just saying that to make you feel better that they "maybe" solved the problem.
This is ridiculous, 14 days is not enough for people to encounter problems with their computer. I only started using my computer after i bought my programs and then thats when i started encountering these random shut downs.
right now the genius bar has my computer. its been 5 days already and they said 4-6 days.
_anybody out there how long has the genius bar had your computer?_
and josephd3 how are you going to replace your mac if it shuts down? Cause i really dont think they are going to fix this problem....?20 iMac Aluminum 2008, Mac OS X (10.5.2)
Currently Being ModeratedApr 5, 2008 12:32 PM (in response to funnieflip)Well mine just did the yanking plug bit again after weeks of no probs. I wish Apple wold do or at least admit something. It's this acting ignorant of the issue bit that bugs me.iMac, eMac, IIc, performas, grape iMac,300 baud modem...., Mac OS X (10.4.10)
Currently Being ModeratedApr 5, 2008 2:23 PM (in response to Euripides)I've had my iMac 20 for a little more than two years now and all along the way I had a random shutdown once or twice a week that match the "plug out of the wall" description, but now it's doing something else. I use my mac to play a couple online games and without fail it crashes at least once an hour if I'm gaming, and sometimes it crashes when coming out of sleep mode. Anyway the nature of these crashes I've been having recently are completely different from before, sometimes the screen will freeze, but whatever audio I'm playing will keep going for a while then start skipping and repeating 1-2 seconds of the same fragment of song until I manually shut it down, other times both will freeze and if I leave it for about 6 mins I'll hear the startup disk trying to restart on its own, however it rarely manages to do so. The last type of shutdown (this usually happens when I'm exiting full screen mode with an application) is the screen will freeze with or without audio, and l retain control of the mouse and keyboard but they can't interact with anything other than the program I'm in when the comp freezes, ie: one time talking with a friend on msn the screen froze; I went on typing although the letters weren't coming up, and hit enter when I finished the message. I quickly rebooted and asked my friend if he got the message I had written *after the screen froze* and he had. Now I occasionally get vertical white stripes covering my entire screen, and I crash anywhere from four to twenty times a day.
After trying a disk verification in the disk utility it told me I need a volume bitmap repair and I have an invalid volume free block count. (shows how much I know about computers, I can't even tell if that has anything to do with these shutdowns)
If anyone has any ideas about what's wrong or what I should do please let me know. Meanwhile I'm taking it to a local computer store.iMac 20, Mac OS X (10.4.11)
Currently Being ModeratedApr 5, 2008 5:20 PM (in response to Euripides)Well I have read through this thread in the hopes of new ideas for my problems with "plug yanked from the wall" behavior in my imac g5 isight 2.1ghz 2005(not intel)which is not under warranty and not part of the power replacement programs for those machines (serial # just out of range). The same symptoms as you all describe, in all different intensities and situations. It worked beautifully until about 4 months ago. Sad to hear the problem hasn't been fixed in new machines. Maybe i'll take mine apart like Euripides did and see if i can luck out on a loose connection. i was so happy with my imac. im sad to say i'm losing faith.imac G5 isight, Mac OS X (10.4.11)
Currently Being ModeratedApr 6, 2008 7:26 PM (in response to Euripides)I had a shutdown problem with my late 2007 ALU iMac right out of the box. In my case it was not random but was connected directly with the use of the optical drive. The first time it happened was while trying to install printer software from a data CD. Then it occurred several times while trying to view a DVD. After a call to applecare, I carried it in to an apple store. The problem wouldn't reproduce at the bar, of course. I brought it home and it actually began playing DVDs without shutting down. But when I tried to import an audio CD through iTunes, it shut down on every attempt (at different points on the CD each time).
This was all within the first week of owning the iMac. With the audio import shutdown problem, I now had a sure way to reproduce it. I called applecare again and was passed up the line of techs until one had me try starting up from the install disc. I couldn't do so, however, because it would shut down when I'd choose the CD during startup.
Back to the apple store. I left it with them for repair. They ordered a new drive, new logic board and new power supply, thinking the problem might be somewhere in these pieces of hardware. A couple days later I was called by the tech at the store. He had been testing it, and told me that apple wanted him to reproduce the problem while running an application that extensively logs all the activity on the machine - I took this as a hint that perhaps apple was "officially" looking into this problem.
After another day, the tech called back and said he thought he had isolated the problem. It was a cable connected to the optical drive. Unfortunately, for some reason, this cable was not available for order until late April. His recommendation was to have the iMac replaced, since this was an "out of the box" problem. Reluctantly, this is what I did. He made arrangements to have my replacement sent overnight as soon as I shipped the bad one, so I was without a computer for only 24 hours (I bought it online, so they couldn't replace it from the store, they said.)
So in my case, the shut down problem was probably from a bad cable. Since I didn't have the cable replaced, I can't verify this, but the tech seemed quite certain. I was annoyed at the time I had to spend dealing with this, but apple was quite helpful, and the techs at my apple store were attentive and competent (and courteous, even with the person next to me at the bar with an iPod charging problem who was not certain whether she had a Mac or a PC at home)Intel iMac, Mac OS X (10.5.2)
Currently Being ModeratedApr 6, 2008 7:46 PM (in response to Jason Kim)Ok, so I took the iMac back to the Genius Bar for the third time and they said they would try replacing both the power supply (again) and the logic board. A week later, I got a call saying they had done this but found another problem with a cable from the hard drive. To cut their losses, they went ahead and transferred my data to a brand new machine... YAY!! I haven't picked it up yet but I'm so happy my nightmare will soon be over. I am also very happy with the good service that the Genius Bar has given me throughout this ordeal. They did everything they could to help me out and never gave me any kind of negative attitude whatsoever.
I just saw someone else's post today about their problem being caused by a CD/DVD drive cable. I can't help but think there is some connection between his problem, my problem, and the power supply cable problem reportedly acknowledged by Apple a couple weeks ago. The common thread is bad cables, probably causing short circuits. Whoever supplies these cables to Apple is setting themselves up for a giant lawsuit...20" iMac 2.4 GHz Intel Core 2 Duo, Mac OS X (10.5.1), 1 GB Memory