Apple diagnostics won't run

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Level 1

46 points

Apple diagnostics won't run

The thunderbold ports on my 17 month old MacBook Pro are all having issues, one doesn't work at all, so I thought I'd try running Apple Diagnostics. I followed the instructions at https://support.apple.com/en-us/HT202731, but it only gets to a screen with a globe and WiFi network name and (after a very long time) the message "support.apple.com/mac/startup -2002D" appears.

According to https://support.apple.com/en-us/HT204156, that means it's trying "to run macOS Recovery over the Internet, but couldn't".

Firstly, my internet works fine so I don't know why it can't connect. Secondly, I don't want to run macOS Recovery over the internet, I just want to run Apple Diagnostics locally.

How do I get my MacBook to run Apple Diagnositcs?

MacBook Pro 13″, OS X 10.11

Posted on Feb 9, 2021 12:18 PM

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Answer 1

HWTech

Level 9

68,324 points

Feb 9, 2021 8:59 PM in response to ozRob

The network error can be due to multiple things such as a slow or poor connection. Unfortunately it is very difficult to troubleshoot WiFi connection issues with the online Diagnostics or Recovery Mode. You can try to reboot your router and perform a PRAM Reset on your Mac. Normally we recommend connecting the Mac directly to the router for a faster more reliable network connection, but in your case this may not work due to the USB-C port issues you are having, but it still may be worth getting a USB-C to Gigabit Ethernet Adapter to try.

Usually if you have just one bad port it means the I/O Board on that side is bad and needs replaced, unless you have only two USB-C ports which means the Logic Board is bad and needs to be replaced. From my own personal experiencing repairing these laptops you have a hardware issue that will need to be repaired by Apple or an Apple Authorized Service Provider.

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Answer 2

ozRob Author

Level 1

46 points

Feb 11, 2021 2:11 AM in response to HWTech

Thanks for your reply.

Yes, the WiFi issue is annoying. I reliably get 50Mb/s and have a 12 month old 5G modem that downloads at around 5MB/s so connection speed shouldn't be an issue. I don't know why the test needs the internet at all in my case.

I've booked a session at Apple on the weekend, no doubt I'll be without my laptop for a week or more… annoying.

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Answer 3

HWTech

Level 9

68,324 points

Feb 11, 2021 5:19 PM in response to ozRob

Beginning with an update to macOS 10.12 Apple changed the behavior of the Apple Diagnostics from booting from a local copy on the drive to booting an online version accessed from an Apple server. This allows the user to have the latest version of the diagnostics. Once people perform a clean install of macOS on their systems the local copy of the Apple Diagnostics installed at the factory would be lost and people would no longer have access to the Apple Diagnostics. Having an online version resolves that issue, but you do need a good network connection. It is also possible your router or the ISP is some how interfering with access to the online diagnostic. I can tell you from personal experience that it doesn't take much to interfere with accessing online diagnostics and it is a pain in the neck to troubleshoot. Sometimes it ends up being an Apple issue (bad or incompatible firmware, or a Apple server issue). Using WiFi to access the online diagnostics just adds a multitude of other issues that could be interfering.

Edit: If the Mac has a hardware issue, then that hardware issue may be interfering with booting the online diagnostics as well.

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Apple diagnostics won't run

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