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Level 1

4 points

Support for the military? You're right, it's probably overrated...

Ok, so when going through the support channels, unless (and this is a LOOOONG shot) a user is able to search for a solution in your support site and fix it themselves, they have two, and only two options. One of which is to take it into a store. That's wonderful for a large portion of America who lives near an Apple store. However, there are those who that's not a practical answer. At least those individuals are left with the ability to make a phone call. Better than nothing.

Then there are those of us in the military who get deployed to places like Afghanistan. Is it impossible to make a phone call from over here? Of course not, but when I do I use my computer. I'm sure you at Apple can understand that if I'm wanting to call about an issue with my computer, chance are, my computer's not going to allow me to make that call.

Next issue, I'm an outside the box thinker so I have my family call on my behalf. I give them my computer serial number, apple ID, etc. Anything I figure she would need in order to get my account/device recognized and to prove that I do have the Apple Care Plan. I received an email from Apple support the next day (I won't fault you on the time it took because it is afterall the weekend and I am in a largely different timezone). The individual said that based on what my wife was able to describe, he thought he had it figured out what would solve the problem. Resetting the NVRAM/PRAM and/or the SMC. While reading the symptoms that could be present if those things need reset, I noticed it didn't sound like it matched up but, hey, you guys are the experts so I did as I was told anyway. Naturally it did nothing to help. I'd like to know when Apple plans on incorporating some means of support for those in out of the ordinary locations. Email would work, many companies have interactive live chat options that could possibly help in areas. Seeing as how even the email from Apple support says "do not reply" you're still quite sub-par there. I'd also like to know when you plan on hiring people who do more than follow a little checklist of "if this, then that" solutions for computer issues. Maybe someone who can do a little analytical thinking. The answer I got in email seemed very automated, and not like there was any true thought put into it.

I know that you at Apple are smart enough to be able to sense the frustration in this message and I hope the degree of which isn't lost in the fact that I'm holding back how I truly feel and am trying to be a reasonable, controlled customer and not just going irate. However, I had been anti-Apple and Mac for a LONG time. I avoided iPods when they came out initially but eventually gave in, then one device led to another, built and built until I finally broke down and did what I thought I would NEVER do and bought a Mac. Wonderful machine until it stopped being a wonderful machine. Now that combined with the lack of support I'm getting is making me question my decision to give your products a chance. Please work with me. You have to understand, other than email from my work computer, my Macbook Pro and the means of communication it provides (Skype, Facetime, iMessage, etc) is my only means of speaking to my family to include wife and daughter. I've been seperated from my daughter cause of training and this deployment over half of her life. This is my only means of connecting. It doesn't matter how great your product CAN be. If the long term, big picture of the useage and support for that product isn't worth it, I'll take my future business elsewhere.

MacBook Pro with Retina display, OS X Mountain Lion (10.8.2)

Posted on Feb 3, 2013 9:11 AM

74 replies

Courcoul

Level 6

18,558 points

Feb 4, 2013 12:26 AM in response to MikeMiller06

CNN sez tomorrow will just be "cloudy", but the traditional chill of those parts.

Holler if you need help...

MikeMiller06 Author

Level 1

4 points

Feb 4, 2013 12:52 AM in response to Courcoul

Still have rain so far. I've managed to reinstall and completely uninstall Drive Genius. Researched how to do complete uninstall of Data Rescue 3 and CCleaner so once they finish reinstalling I'll do them. Last, I've downloaded the Norton complete un-installer, just waiting on iAntivirus to finish downloading. Should be done in an hour or two then I'll check back in on it at the barracks. So, hypothetically lets say these procedures and deletions of unnecessary programs doesn't fix it. Anyone have any idea based on the symptoms after that?

MikeMiller06 Author

Level 1

4 points

Feb 4, 2013 12:58 AM in response to John Galt

John Galt, you mentioned Drive genius can cause drive corruption. Is that irreversible as in things need replaced or does a full deletion solve the problem? Sorry, I'm going into worste-case mode now and am trying to figure out what I need to be doing next in case the deletions don't work.

Courcoul

Level 6

18,558 points

Feb 4, 2013 1:13 AM in response to MikeMiller06

Boot up in ML's Recovery Partition (hold down Command-R prior to the startup chime), go past the languages screen, choose bottom option to go to Disk Utility. Run Repair Disk on both the storage device and the Macintosh HD startup volume beneath it. Redo if errors pop up. If you can't get it to run without errors, then yeah, corruption is there and unfixable. Else you're in the clear.

Do a Repair Disk Permissions on the startup volume while you're there. That also fixes many weird glitches. Need only do this once, even if you get screensful of messages.

MikeMiller06 Author

Level 1

4 points

Feb 4, 2013 10:21 AM in response to Courcoul

Oooooo, a new sounding recommendation. I'll give it a shot as soon as some of my downloads are done and I finish deleting garbage from the hard drive.

MikeMiller06 Author

Level 1

4 points

Feb 4, 2013 11:23 AM in response to Courcoul

Well, not a total waste of time. It did repair one thing. Other than that, now no issues found and the problem still persists. For all who recommended deleting all the fix-it apps (Norton, CCleaner, Drive Genius, Data Repair, etc) they're all gone and the problem still persists. No diagnostic scans are picking up a single problem but it is very much an issue.

MikeMiller06 Author

Level 1

4 points

Feb 4, 2013 11:24 AM in response to MikeMiller06

Oh, and as far as other suggestions, it's been cleaned out with a can of air, elevated for air-flow and is even on top of one of those laptop (I know that's a dirty word but old habits die hard) cooling stands. I'm open to outside the box suggestions.

babowa

Level 9

78,151 points

Feb 4, 2013 11:31 AM in response to MikeMiller06

Well, you could some corrupting file or another still lurking somewhere.

Follow Courcoul's suggesttion to boot up in recovery mode (or, if Command + R does not work, use Command + Option + R = internet recovery). Use Disk Utility to repair and then it's your choice:

if you're still experiencing problems, an erase and install would be beneficial - you'd have to make sure you have everything backed up prior to doing this. So, you can use Disk Utility while in recovery mode, and reformat/erase your drive. You will then automatically download and install the OS from Apple's servers. That would give you a clean new install - radical, but sometimes needed.

Edit: wait a minute - are you saying the persistent problem is heat related or are we still talking about software corruption?

Csound1

Level 9

59,985 points

Feb 4, 2013 12:11 PM in response to MikeMiller06

Are installing iAntivirus?

TildeBee

Level 7

31,917 points

Feb 4, 2013 4:55 PM in response to MikeMiller06

Mike --

1.When you say your Mac is "crashing," does is actually completely shut down?

2. Do you ever see a big grey screen come down with instructions in 5 languages to restart your Mac?

3. When you get an App crash, are you asked if you want to send a report to Apple?

4. Click once on your Hard Drive icon in the upper right corner of your screen.while holding down the Command and the letter " i " key. In the resulting window, check out these numbers: HD Capacity, Used, & Available.

What are those numbers?

EZ Jim

Level 7

22,590 points

Feb 4, 2013 6:54 PM in response to MikeMiller06

MikeMiller06 wrote: (in response to Courcoul ...hypothetically lets say these procedures and deletions of unnecessary programs doesn't fix it. Anyone have any idea based on the symptoms after that?

Hello Mike, and thank you for your service.

Other than blowing canned air into your Mac, (respectful difference of opinion, Courcoul,) I agree with all of the suggestions you have received here.

With all the trouble you are having, I especially recommend another hard drive for backing up and moving your important data files. Get a drive that is Mac-compatible and do a one-pass secure erase before using it for anything. NEVER use or install any software that comes with the drive. OS X Disk Utility and Finder are all my Macs need until they tell me otherwise.

You asked for more ideas, so here's my 2¢.

(1) It seems you have thoroughly explored Apple's suggestions: http://support.apple.com/kb/HT2090

(Apple has changed the built-in camera's name on newer Macs from "iSight" to "FaceTime" and then to "FaceTime HD." Regardless of the name of your Mac's built-in camera, the same info and troubleshooting applies.)

If Apple's http://support.apple.com/kb/HT2090 suggestions did not help you, use your Mac's Disk Utility to repair permissions and then download and apply the latest Combo Update for your Mac OS, currently http://support.apple.com/kb/DL1581

Repair permissions again immediately following the system restart that completes the Combo update. Applying the Combo version of updates in this way can sometimes correct software problems.

If your location prevents access to an Apple Authorized Service Technician (AASP), support might be accessible to you via http://www.apple.com/support/macbookpro/contact/.

(2) After Apple's suggestions, I always check for potential conflicts from third-party software additions. By properly uninstalling all third-party add-on software, you will eliminate most components of the third-party add-on software. However, based on my experience, uninstallers may not remove everything related to their apps. At that point, the only way I know to eliminate all possible conflicts from remaining parts is to zero the startup disk, reinstall only Apple software, and test to see if the problem remains even without add-ons.

(3) If the trouble remains after you have eliminated any possible third-party software conflicts, I would suspect an intermittent hardware issue.

Any intermittent problem can be very difficult to diagnose, but an Apple Authorized Service Technician (AASP) has all the special tools, test equipment, and technical data necessary to find the problem as quickly as humanly possible. Because intermittent problems are not reliably repeatable, they can be difficult to find, so make a backup and expect to leave your Mac with the AASP.

(4) If sending your Mac away is not an option, you may want to buy or borrow a Mac-compatible external webcam to test whether the problem is specific to your Mac's in-built cam. Whenever your Mac recognizes more than one connected webcam, the FaceTime > Video menu command will reveal a new choice allowing you to choose between the cameras.

(5) Without all the specialty repair items available to AASPs, troubleshooting this issue further on your own may take alotof time. However, if you want to continue to try to fix this yourself, I offer my best suggestions below.

(5a) Unless you already have one, make a current backup.

(5b) You can reinstall all your Mac OS and all other Apple software after a "secure erase" of your startup disk.

If your problem is software, securely erasing your hard disk and properly reinstalling your software may help. If you need help with this, here is how I would do what I am recommending.

• Boot your Mac via Mountain Lion Recovery and use its Disk Utility to securely erase (zero) your startup disk. (This can take hours for large disks, so plan some time.) Writing zeros once is sufficient.

• Reinstall Mac OS X Mountain Lion.

• After the Mountain Lion install is complete, use your Mac's  > Software Update... menu command to see if an OS X software is needed. If it is, quit Software Update... Then download and apply the latest Mountain Lion Combo Update, currently http://support.apple.com/kb/DL1581 When the system restarts completion of the Combo Update, use your Mac's (not Mountain Lion Recovery's) Disk Utility to repair permissions one more time.

• Now use your Mac's  > Software Update... menu command to check for an install any other necessary Apple software updates.

• Use your Mac's (not Mountain Lion Recovery's) Disk Utility to repair permissions again if you installed any additional Apple Updates.

• Do not reinstall any third party items at this time. Third party items can be either hardware (mouse, keyboard, A/V interface, etc.,) or software (including Microsoft Office or Exchange, Skype, and plug-ins such as Perian, Flip4Mac, etc.)

• Test whether your camera works consistently with the http://support.apple.com/kb/HT2090suggestions. If the intermittent problem still exists now, or if it returns in any of the further steps I suggest below, yours is almost certainly a hardware problem that requires AASP service.

• If your camera now works properly with the HT2090 Troubleshooting tests, you can add necessary third-party hardware. Add only one item at a time. Test each addition thoroughly and check whether your camera still works before adding the next item. Thorough testing between additions will help you determine if one or more of your third party items is causing a conflict with your camera. If so, this failure will be repeatable rather than intermittent.

• If your camera is still working properly, you can now reinstall additional, necessary software applications. Again, add only one item at a time.

Reinstall additional software from the original disks or download files. Do NOT copy the software from any of your backups because the backup copy may contain the damaged item that is causing your trouble.

Start with the Apple apps that are not a part of OS X (such as iLife.) These Apple apps should not cause any problem, but it is wise to verify that your camera works with each one afteryou reinstall those Apple apps but before you begin adding any other necessary third-party software apps (if any.)

• Check every addition to be sure they are not installing "login items" that may be launching software when you restart your Mac. You can add the startup item back if desired AFTER you are certain that an item is NOT part of your problem.

• Do not copy your data files back until you have tested all the individual additions of apps and third-party items.

(5c) If nothing suggested here resolves your problem, your Apple-Authorized Service Provider will offer the only solution I can imagine being successful. There are no user serviceable hardware parts of your camera.

Message was edited by: EZ Jim

Mac OSX 10.8.2

MikeMiller06 Author

Level 1

4 points

Feb 5, 2013 3:52 AM in response to EZ Jim

A lot of good info there. My wife is mailing me a new external hard drive. As soon as I get it and can backup my important files, pictures, etc, I'll give the reinstall a shot and see if that fixes it.

Courcoul

Level 6

18,558 points

Feb 5, 2013 7:25 AM in response to MikeMiller06

Hey, Jim, that's quite a writeup. But folks, let's not lose focus of the mission: help Mike get his Mac going with no more vexing problems and not forget the operational restrictions:

He's in the arse end of the planet, in a hostile environment with lotsa people wanting him in a bag. The Mac should be the least of his worries.
Direct support is months and miles away. He's already had to deal with Apple's less than stellar service. We need to try and make do with what he's got at hand.
Connectivity is an issue, especially with bandwidth. The "nuke all, start afresh" option should be the last resort, given that making him download a 4.5GB installer file with no interruptions or corruption sounds like cruel and inhumane punishment to me.
He's a former PC guy trying to shake off bad habits. Undoubtedly he's learned a ton on his Mac with this thread already, but let's try to avoid having him do a triple mortal jump with 5 degrees of difficulty if possible...

OK, Mike, with that off the chest, have you read and tried this for the heating problem: http://support.apple.com/kb/TS1473

As fot the incoming hard drive, is the love of your life Mac-proficient? Cause if there's a Mac back home, we could coach her on how to get said 4.5GB ML installer in the thing and save you from that punishment.

P.S. Jim, about the "blowing compressed air in the Mac" deal you disagree, have you ever tried it? And watched the miniature dust storm that blows out? Surely all that deposit can't be good. Yeah, sure, taking the bottom pan off and blowing it clean directly is more thorough, but a lot riskier.

TildeBee

Level 7

31,917 points

Feb 5, 2013 7:50 AM in response to Courcoul

I asked EZ Jim to come over here, because he's an expert on iSight. And yes, EZ was aware of all the things on your list. I think Mike appreciates all the help he's getting here. Not sure why you've made most of the remarks above.

babowa

Level 9

78,151 points

Feb 5, 2013 9:17 AM in response to MikeMiller06

Mike,

while you are waiting for your new external drive, a couple of FYI's:

most externals are formatted for Windows, so either have your wife do this - if she has a Mac - or you need to do it when you get it. With the new drive plugged in, open Disk Utility > select the Partition tab > select one (or more if you'd like) partitions > name it whatever you want > make sure it is formatted "Mac OS Extended Journaled" and, under Options, that it has the GUID Partition scheme. Then hit apply. This will erase and format the drive properly. If there was any software on it, it will be nuked as you do not need it. Your drive is now ready to be used as a Time Machine backup, a bootable clone, or any other backup method (drag 'n drop) you want.

Read up on Time Machine here:

http://pondini.org/OSX/Home.html

Or, if you want to do a bootable clone, you can do that with either CarbonCopyCloner or SuperDuper - with either, you wind up with an exact and bootable copy/clone of your system which means you can boot from it and work even if your internal drive is having a problem. It is extremely easy to do - post back if you want to go that route once you have your external drive.

Lastly, be careful blowing out dust - it is usually not advised as it can redistribute it inside the machine; using a vacuum hose to lightly go across the area is generally recommended because it attracts/pulls out the dust. However, I realize you most likely do not have a vacuum handy right now.....

Support for the military? You're right, it's probably overrated...