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

25 replies

Sep 11, 2007 2:01 AM in response to Andrew Buckley

Hi Andrew,
You're very welcome!..

I also need to add that my eMac's serial # didn't start with the listed serial #'s given.
Mine starts: G84405 ***
These problems have also happened to the same generations of iMac G5's..

Michael

asdamico

Level 1

0 points

Oct 21, 2007 8:00 PM in response to Andrew Buckley

I too have become extremely frustrated with my emac freezing. I bought it in July of 2004. It was running perfectly until a couple months ago. It started freezing at completely random times. It didn't even matter what program I was running. I erased the hard drive and reinstalled the system software twice. When I restarted the computer, it froze after a few seconds. The frequency of the freezing has also increased. When I read the discussions about the capacitor, I opened the hatch and I saw the bulging and leaking capacitors. I will be calling an apple dealer tomorrow. I hope I don't have to pay for a new logic board.

Also, I have been doing a "safe boot" by holding the shift key while starting the computer. So far that works. I can start up the computer and use Safari without the freezing. I am still taking my computer in for a repair. I hope it can be fixed. I am a loyal Mac user and I cannot live without my computer.

Oct 22, 2007 4:59 PM in response to asdamico

The leaking capacitors are what you will need to REALLY point out to the repair guy, and take a copy of the address for the Repair Program with you, and if they are having any doubts, tell them to look at it.

If they still aren't happy (possibly due to the wording of the Repair Program), then tell them to look on here, and/or ask them to consult with Apple Co themselves, as you have been advised by numerous other eMac owners of this problem.

Good luck.

wtrobins

Level 1

0 points

Oct 24, 2007 6:36 PM in response to asdamico

I'm having the exact same problems. I opened it up and found the brown goo! So I am taking it in to an apple store tomorrow. I can't remember exactly when I purchased the eMac, so I'm worried that it has been more than 3 years. According to the repair extension program site, they only cover it for up to 3 years. I'm wondering how much this might cost me if I don't still qualify. Any thoughts??

Also, I have been running my computer in safe mode too, but I can't get any sound. Is that typical of safe mode?

Oct 25, 2007 5:27 AM in response to wtrobins

Hi wt,

My understanding is that Apple will probably still repair your eMac, even if it "a bit" outside the 3 year period. It's still not a good outcome for a computer to have died after 3 years, especially due to bad parts.

If Apple do say no... (and you can't talk them politely into reconsidering), then you really have no option than to buy a new computer - repairing this problem requires a new logic board (mother board), which will cost you over $600. For that price - you're better off buying something new.

I believe "safe mode" does cause some sound restrictions...

wtrobins

Level 1

0 points

Oct 25, 2007 6:34 PM in response to wtrobins

Well, I took my eMac in to the apple store today. And it turns out that I purchased my computer 3 years and 1 month ago... so I no longer qualify for the repair extension program!! It will cost about $500 to get it fixed. So my question is... Is it possible to change out the capacitor myself? I guess it is worth a shot since I plan on buying a new computer soon anyway.

Oct 26, 2007 4:34 AM in response to wtrobins

wt,

Repairing the eMac's logic board yourself isn't impossible... however as I understand it, you shouldn't try it unless you really know what you're doing... When this problem first emerged in Jan06, the option to repair did come up... and some companies offer to do it for you (in general - "bad caps" are a huge industry wide problem, not just this 1 computer model), but again I guess the price will determine whether you want to go down that path.

What I would do however... Is email/call Apple Co themselves (not your local store), and ask to speak to someone there about it. They will have more power than your local Apple shop in terms of granting repairs, especially given that you were only 1 month out... and especially if your computer started to freeze up BEFORE that 3 year period ended...

Oct 27, 2007 4:00 AM in response to wtrobins

Perhaps you should talk to your local consumer affairs ombudsman, seeing as the problem is with an acknowledged faulty part.

Dr. CLS

Level 1

0 points

Oct 27, 2007 12:07 PM in response to jon gallet

I've got three eMacs suffering from the "random freeze" problem for months. I have had many discussions with AppleCare over the phone, as well as with the Geniuses at my local Apple Store. I did not know about the swollen capacitor issue until two weeks ago. All three of my machines have a swollen capacitor, just like the photo in this thread. I took them all to my Apple store for repairs. All were fixed (no more freezes) with new logic boards. The problem is, only one was fixed at no cost. The other two were 3 years and 2 months old. They charged me $414.90 each to repair them because nobody at the Apple Store this summer mentioned the possibility of a hardware problem, until they were too old to qualify for the repair extension. I've been a Mac guy from the beginning, but being treated this way is very disappointing.

JMVP

Level 6

16,851 points

Oct 27, 2007 2:16 PM in response to Dr. CLS

It's quite likely that the frontline employees at an Apple Store aren't even aware of the capacitor problem that plagues some 1.0 and 1.25 GHz model eMacs. It's also likely that the people working the Genius Bar desk at an Apple Store have severely limited authority to authorize out-of-warranty repairs. You'll need to contact someone further up the chain of command who can authorize a go-ahead on repairs for a 3 year 1 month eMac with capacitor leakage, even further up the line to get reimbursed for the repairs already paid for. Try calling AppleCare and/or Customer Relations and asking to be immediately escalated to a supervisor with authority to approve out-of-warranty work:
Contacting Apple
Apple Customer Relations (800) 767-2775

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eMac 1.25GHz freezing problems - advice from local Apple Store