eMac 1.25GHz freezing problems - advice from local Apple Store

Question

eMac 1.25GHz freezing problems - advice from local Apple Store

My eMac has been suffering from random freezes for a couple of frustrating months now. After checking out these discussions I learnt that my eMac falls within the serial number range of bad-cap machines so took it along to my local Apple store for them to replace the logic board under the Apple program. After walking too far from the car-park with a very heavy eMac, they told me to try an erase and install of the system software and that they couldn't repair it because it was not demonstrating any problems with the power supply or video display. They said unless it was a problem listed under the apple repair program then it couldn't be repaired for free even though the machine falls within the serial numbers.
I carried it the long way back to the car and did an erase and install and then all the subsequent updates etc. repaired permissions, re-created users (importing previous settings) and low and behold it still freezes randomly. When it goes the pointer still moves around on the screen but nothing responds, no menu's, buttons, keyboard commands - so it's the hold down the power button for 10 seconds to force a restart.
The Apple store did say that if I still get problems I could take it back once I'd tried an erase and install but they would still have to charge me to replace the logic board.
I think it's time to visually inspect the capacitors - but not today. I have a tilt and swivel base and all my allen keys are back at work! A job for the weekend.
It does seem to freeze more on my own user name and as far as I know it hasn't done it on my kids' sides - but then they don't use it as much as I do. I do still wonder if there's something corrupt in my user settings and because I imported them after the reinstall, it just brought the problem back.
Any advice on this latest suggestion would be gratefully received.

eMac 1.25Ghz, Mac OS X (10.4.10)

Posted on Sep 6, 2007 1:02 PM

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Answer 1

kasa

Level 2

495 points

Sep 6, 2007 4:14 PM in response to Andrew Buckley

Yes, check the capacitors by opening the RAM hatch, look for yellow or brown goo or buldging - but these are only 2 of many more capacitors that are on the logic board. If you tell Apple support the computer is "freezing" they won't acknowledge the problem, but when I told them the capacitors were leaking yellow and brown goo, they changed their tune really fast, and said bring it in immediately.

I am surprised that they did not even inspect the capacitors that can be seen from opening the RAM hatch it only takes a couple of seconds to open with a screwdriver.

Message was edited by: kasa

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Answer 2

Sep 6, 2007 6:53 PM in response to Andrew Buckley

As someone who's been in on this from nearly Day 1, the reaction from the Apple store that you took your eMac too REALLY frustrates me, so I can only imagine how you must have felt, having lugged that 50 lb awkward lump around town only to be told to go away.

The frustrating part is that Apple wont list the "freezing" symptom on the Repair Program. This continues to cause problems with people firstly not realising that the Repair Program relates to their eMac's symptoms, and even for Apple/associated staff from understanding the situation too!

Andrew - DEFINITELY check the capacitors as first port of call - it certainly sounds like it could be the problem. Then I'd call the Apple Store back up and talk to their tech staff - tell them you've seen bulging/leaking caps, and point them to the Repair Program on Apple's website. (Which is my other gripe - that Apple have, in my opinion, "buried" the eMac Repair Program by taking it off the main "Support" page.)

FYI - that's the link:
http://www.apple.com/support/emac/repairextensionprogram

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Answer 3

Sep 9, 2007 1:45 AM in response to cosmichobo

Oh dear.
I've just checked the capacitors and to me (by no means any sort of expert in electronics components) they look OK. No obviously bulging sides and certainly no brown goo leaking from them anywhere. One of them has a slightly proud bottom face (the face opposite the connected one) while one is completely flat. I was hoping to find them in much worse condition so I could march straight back to the Apple store and say "look at those!" but I don't think that will be the case. The response I got last time was that unless the machine has problems specifically identified under the Apple repair programme then it will cost me an arm and a leg to get it fixed! Random freezing is not one of those specifically identified conditions.
I have taken a photo of the capacitors which I can email to anyone who may find it useful - I don't think there's anyway to post photos directly on the discussions forum.
Cheers.

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Answer 4

roam

Level 6

13,637 points

Sep 9, 2007 2:47 AM in response to Andrew Buckley

I don't think there's anyway to post photos directly on the discussions forum.

You can post images if you first put them on a photo server site and then post the link to that site, like jon gallet has done here.

http://discussions.apple.com/thread.jspa?messageID=5300165#5300165

Look at that page's source code for the correct html format.
img src="http://source.address.of.image.jpg"/>

That line also has a < at the beginning as well as the end but I cannot display it as it tries to show an image from a non existent address.

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Answer 5

Sep 9, 2007 4:34 AM in response to Andrew Buckley

Please do post a pic for us...

How much would you say you use the eMac on a daily basis?

I'm assuming that those of us who first encountered the problem (such as myself) used the machines a LOT, hence causing the caps to fail sooner than those only now experiencing the problem... Just hoping to prove that theory.

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Answer 6

Sep 9, 2007 4:49 AM in response to cosmichobo

Here goes for my first go at posting a photo to this discussion forum.

The machine is used daily normally as follows.
Early am. email checking say 10 minutes
During the day - occassional use by kids probably not more than an hour or so
Evenings most days for around 3 hours.
All other times the machine sits there asleep. Before the freezing started it hardly ever got shut down or restarted. Now I sometimes leave it off after a freeze and forced shutdown until I need to use it again.
Hope that helps your 'research'.

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Answer 7

roam

Level 6

13,637 points

Sep 9, 2007 5:37 AM in response to Andrew Buckley

Thanks for posting the pic.
Whilst there is no leaking, the one on the left looks slightly swollen to me.
Have to taken the shell off and looked at the other ones inside on the 'LHS', as viewed from the front? Or are we looking at them?

Message was edited by: roam

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Answer 8

Sep 9, 2007 6:07 AM in response to roam

Thanks Roam
These two are the two that are visible when taking off the Ram access cover. I thought the one on the left also looked a little swollen - especially on the end. A bit like a pot of yoghurt that is well past its sell by date!

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Answer 9

Sep 9, 2007 7:58 AM in response to cosmichobo

I would also add that maybe as many as half of the otherwise random freezes seem to occur when switching between Safari and Mail using the dock (when both programs are already running. It may just be that this is something I do quite often anyway and if it is a truly random freeze then its more likely to occur doing something regularly.
I will start to keep a note of what I was doing when the freeze occurs. I think I've had 3 today so far.

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Answer 10

roam

Level 6

13,637 points

Sep 9, 2007 8:10 AM in response to Andrew Buckley

1.If it is a software/networking problem it may be RAM and not capacitors, so try switching off all of your internet widgets as they are RAM intensive and see if that makes a difference.

2. Also make sure your hard disk has plenty of space; have around 5GB Hard Disk space available on a standard eMac.

3. Consider how much RAM you have. 640Mb or more would be good.

Message was edited by: roam

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Answer 11

Sep 9, 2007 2:02 PM in response to Andrew Buckley

Hi Andrew,

That capacitor on the left definitely looks like it's swelling at the top. That's exactly how mine looked a few months before it started leaking.

It will start leaking if it is *indeed not flat* on the top of the capacitor.
If you have the correct serial #'s http://www.apple.com/support/emac/repairextensionprogram/

Take it in right away before it's too late! Keep your PRAM battery too, and Back up
All your stuff!

Call up the Apple shop nearest you soon!

Regards,
Michael

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Answer 12

Király

Level 6

10,025 points

Sep 10, 2007 12:03 PM in response to Andrew Buckley

You've definitely got all the symptoms of the capacitor plague problem (bulging capacitors, freezing when mousing over the Dock). Take the Mac back to the repair centre and show them the bulging caps yourself.

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Answer 13

kasa

Level 2

495 points

Sep 10, 2007 12:39 PM in response to Andrew Buckley

My eMac first started freezing while using Mail. Thought it was a Mailbox problem did all kinds of stuff to fix it, but then Google Earth and Excel started to freeze after a couple more days. Tell them that your eMac falls within the serial number range and that a visual inspection has revealed a buldging capacitor and that you want to get it fixed under the Repair Extension program for the eMac. Again, tell them that the capacitors are defective not a "freezing problem." As mentioned in the post above show them the buldging capacitor at the Apple Store. When I told them the capacitors were blown, they changed their attitude from it's a system/software problem to bring it in.

Message was edited by: kasa

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Answer 14

Sep 10, 2007 1:42 PM in response to kasa

Many thanks to everyone who has responded to my problem. I will book in and take it back to my Apple Store as soon as possible - only this time I'm going to sit it in my daughter's pushchair rather than carrying it all the way from the carpark again! Yesterday alone it froze no less than 7 times!

Thanks again

Andrew

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Answer 15

Sep 10, 2007 5:27 PM in response to Andrew Buckley

I also have the same problem of freezing. It happens randomly in Safari, and when opening mail and especially when trying to print. I'm not looking forward to the runaround when getting this repaired, I gotta tell ya'!

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