1 Reply Latest reply: Dec 5, 2012 4:56 PM by Linc Davis
jim Long1 Level 1 (25 points)

I have a brand new (refurb) MacPro 2.8 ghz quad core with 3 GB 1066 MHz, MacPro that I purchased in August. Because we were moving offices, I didn't begin using this machine until about 4-5 weeks ago.  I installed Adobe CS, Quark, MultiAd Creator and a couple of other software titles. TypeStyler... etc.  We are in the publishing business with a weekly paper.


We haven't been able to use this computer much, if at all because the apps keep crashing. InDesign, PhotoShop, Quark and MultiAd Creator all crash at various times. I can reproduce the crashes always on Creator and InDesign.


I have talked to Apple tech support and they offer little help.  They all seem to think that it HAS to be the 3rd party allp because Apples apps don't crash. I don't even use the Apple apps on this machine because this isn't a toy computer. It's for graphics design, not playing music on iTunes.


Anyway, after numerous phone calls to the vendors, I wiped the HD, re-installed mountain lion and the other apps that I know are crashing, the fonts we use and sure enough, the apps are crashing again.


Yet another call to AppleCare and they still cannot find out what the problem is. They want me to go to the Apple Store... 3 1/2 hours away. Ain't happening. Then they steered me to the nearest Apple fix-it shop where I can drive 75+ miles and leave my computer there for a week and drive back and see if JR had a chance to look at it yet.


I want this computer replaced. It doesn't work. It's not gonna work. The Apple tech support rep couldn't even get the internet hardware test to come up (Option D). I got it to work on all the other Macs in the building, except this one.


They have no idea what is wrong, yet they wont ship me a replacement.  Suffice it to say, I'm not a happy guy.  Anyone have any ideas what may be the problem?


BTW this Mac was my 50th Macintosh purchase.

MacBook Pro, OS X Mountain Lion (10.8.2)
  • Linc Davis Level 10 (192,335 points)

    Please read this whole message before doing anything.


    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.


    Step 1


    The purpose of this step is to determine whether the problem is localized to your user account.


    Enable guest logins* and log in as Guest. For instructions, launch the System Preferences application, select Help from the menu bar, and enter “Set up guest users” (without the quotes) in the search box. Don't use the Safari-only “Guest User” login created by “Find My Mac.”


    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.


    Test while logged in as Guest. Same problem?


    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.


    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.


    Step 2


    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login.


    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode* and log in to the account with the problem. The instructions provided by Apple are as follows:


    • Shut down your computer, wait 30 seconds, and then hold down the shift key while pressing the power button.
    • When you see the gray Apple logo, release the shift key.
    • If you are prompted to log in, type your password, and then hold down the shift key again as you click Log in.


    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs.


    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.


    *Note: If FileVault is enabled, or if a firmware password is set, or if the boot volume is a software RAID, you can’t boot in safe mode.


    Test while in safe mode. Some of the third-party applications won't  work properly in safe mode, but they should at least launch. Same problem?


    After testing, reboot as usual (i.e., not in safe mode) and verify that you still have the problem. Post the results of steps 1 and 2.