8 Replies Latest reply: Jul 29, 2008 11:41 AM by ns
ns Level 2 Level 2 (465 points)
My rock solid Powerbook G4, which had NEVER crashed in its 2.5 years life, had a major and spectacular crash (in fact several crashes) when I got started on my lecture on this first day of the semester. I finally gave up on using it.

I have been using the remote problem-free with Tiger for the past several semesters. Today was the first time I tried it with Leopard.

On further experimentation, it crashes only 4 out of 5 times. But when the PB doesn't crash on insertion of the USB dongle, it crashes when the PB is told to restart.

This was not a good advert for my Apple-centric ways in front of my all-PC audience.

Another thread in the powerbook forum (and a serach on Google) reveals other instances of this problem. I am posting this in the leopard forum to see if anyone has a solution.

For the record, I have not installed any Kensington software. On the rare occasion when it doesn't crash, the remote works as it should. (To use the remote with Tiger no other software was necessary.)

The crash report mentions some IOtoolkit nonsense but it doesn't help me much.

Anyone has any ideas on how to troubleshoot? Thanks.

PB G4 12" 1.5Ghz, iMaciSight2Ghz, Mac OS X (10.4.11), 1.5G RAM
  • Darth Level 3 Level 3 (630 points)
    I discovered the same thing today. I was ready to start my class, plugged in the remote, kernel panic resulted. Happened twice in a row, so I gave up. I don't see anything on the Kensington site. No software or driver was required in Tiger. The log associated with the kernel panic seemed to focus on USB - no surprise as that is how the remote connects to the PB. I'll be on the lookout for a solution, maybe 10.5.2 will fix this, whenever it gets here?

    Darth
  • ns Level 2 Level 2 (465 points)
    I heard back from Kensington. Their response suggests that this device is incompatible with Leopard. They offer a refund if the device is still under warranty. That is the only solution. No promises of an update or anything.

    Here is their complete (somewhat garbled) response:




    +Thank you for contacting Kensington Technical Support.+

    +I apologize for the inconvenience caused to you. I suspect the device is malfunctioning.As the porduct has some incompatible issues with the Mac 10.5 version.+

    +I request you to fax us the purchase receipt of the device to the below given number. FAX NUMBER: 650-249-2323 (Include "Ticket#0------ Attention: "-----" in your fax).+

    +If it is still under warranty, I will be glad to arrange for a complete refund.+
  • David Firth Level 2 Level 2 (415 points)
    The same crash happens for me. Since I didn't see a model number in the post, I'm curious if the incompatibility problem includes all Kensington remotes or just the model I have. Mine is the model 33062 wireless presentation remote.

    These things happen at the worst times. I do church worship AV, and this particular remote is my backup unit. I was getting nervous about the battery in my main unit (a different make & model, thankfully) and tried the Kensington, which has worked fine in the past. Kablooey in front of about 100 people. Since I have been a Mac prophet since taking this job 5 years ago, a few got a little thrill in my misfortune. The reboot tone through the church sound system was a nice touch when I plugged in the other remote -- a few actually clapped.
  • ns Level 2 Level 2 (465 points)
    David,

    My model number is also 33062.

    If possible, please write to Kensington so that they have an idea of the prevalence of the problem. www.support.kensington.com

    I used to like Kensington but because of their attitude in this issue I am feeling sadly disappointed. (Despite my protests, they automatically marked my issue as "solved" within their system. Saying that they cannot do anything about the problem does not mean that they "solved" the issue. I am sure they will compile their "Support" satisfaction statistics at the end and pat themselves on the back for a job well done while the consumer remains without recourse.)
  • smithrj Level 4 Level 4 (1,540 points)
    ns, I'm sorry to hear of the crash during a lecture. Don't let this stop you from giving lectures and presentations in class. I also teach and use my Mac daily, I bought a VGA adapter and go right to the overhead monitor. I am known for the effects and clips I use with Keynotes`08. I am sure your students understand, and there are steps you can take to make your Mac less likely to crash. Repair Disk Permissions, it's in your Utilities folder>Disk Utilities. Repair the drive off of the install disk. When starting, insert the disk and hold down the c key, when the menu-bar shows, go in Utilities>Disk Utilities>Repair Drive. Lastly, reset the Ram: Restart after each procedure.


    Resetting PRAM and NVRAM
    Shut down the computer.
    Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4.
    Turn on the computer.
    Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
    Hold the keys down until the computer restarts and you hear the startup sound for the second time.
    Release the keys.

    Try these three things and I'd bet it adds stability to your Mac. In Addition, your Mac will be faster and you must know Office (powerpoint) cannot compare. We have all "smart classrooms" in which Windows is of course involved and system wide crashes are daily. Novell is our server and my mail is quarantined almost everyday. Stick to the Mac, don't give up due to several crashes due to a faulty USB. The lecture was on a external..why? Because if your making lectures and presentations using your Mac, and running them through Windows, they lose much of the effects. If you buy a VGA, you can hook-up strait to the overhead and run from the Mac.

    Good luck, use the Mac,

    Ray
  • ns Level 2 Level 2 (465 points)
    SmithRJ,

    As I mentioned, the problem is with the Kensington remote, not with my rock-solid Powerbook. (My Macs routinely get the OnyX, DiskWarrior, etc. treatment as a part of regular maintenance.)

    While I appreciate your kind effort to help and your detailed response, repairing permissions etc. has nothing to do with the Kensington remote (and only that) giving my powerbook a kernel panic after Leopard. Lets lay the blame squarely where it lies - with the Kensington remote. Reading the crash logs confirms this.

    Of course I always connect with VGA and have been doing so for years (in classrooms and lecture halls equipped with all kinds of ultra-smart technology) with zero problems.

    Again, the problem is with Kensington remote and nothing else. It crashes the Powerbook even when the Powerbook is hooked to nothing else. As I mentioned, I NEVER had kernel panics in this superbly running Mac till I inserted the Kensington remote USB dongle after upgrading to Leopard.
  • smithrj Level 4 Level 4 (1,540 points)
    I understand ns, and I will keep this in mind. Although I don't use this brand, I'll make sure of it now. I use only one small external for school, we have many security issues. Therefore, my precious Mac is never directly exposed to their system. We have a dozen IT Tech's working day and night to keep the system going. I love smart classrooms, yet when technology fails, one can always pick up a piece of chalk. (the white, powdery stick that writes)

    Keep them Kensington drives away,

    Ray
  • ns Level 2 Level 2 (465 points)
    One of the Leopard updates (10.5.2 or 10.5.3) must have changed something because the remote started working properly without crashing the system. There was something in the Mac OS indeed that was responsible for the crashes. It wasn't Kensigngton's fault, it appears.