Doug Lerner2
Level 4 (1,043 points)
Mac OS X

Q: Trying to help a friend diagnose his wi-fi problem

A friend lives way way across town and I'm trying to help him figure out why his Mac won't connect to the Internet all of a sudden.

 

Another Mac in his apartment does connect, so the Internet modem and wi-fi router are definitely ok.

 

He is seeing "AirMac" in his network settings, but the router is not an AirMac. I don't know why he's seeing that rather than a more generic "Wi-Fi".

 

I tried having him delete that setting and then create a new setting. The network preferences dialog recreates it, but insists on calling it AirMac.

 

He can turn that connection on, select the SSID, enter the password and join the network and then top-most wi-fi select menu shows he is joined, but nothing connects - not Safari, not iChat, not iTunes.

 

I can't figure out what might be wrong. He can show me his screen via FaceTime on his iPhone, but I can't think of anything else to tell him to try.

 

Any suggestions? He is a super super super novice.

 

Thanks,

 

doug

iMac, Mac OS 9.0.x, iMac (21.5-inch Late 2009, 12 GB)

Posted on Jul 17, 2016 5:15 AM

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Doug Lerner2

Q: Trying to help a friend diagnose his wi-fi problem

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  • by Csound1,

    Csound1 Csound1 Jul 22, 2016 6:30 PM in response to Doug Lerner2
    Level 9 (50,282 points)
    Desktops
    Jul 22, 2016 6:30 PM in response to Doug Lerner2

    So, now you know that the problem is with his reluctant Mac, you know which bit requires further attention. Have you thought of taking it to an Apple store for hardware diagnostics?

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 22, 2016 6:46 PM in response to Csound1
    Level 4 (1,043 points)
    Mac OS X
    Jul 22, 2016 6:46 PM in response to Csound1

    Yes, it does appear to be a problem with his reluctant Mac. Since he is still running 10.6.8 on that iMac (the good one is running 10.10.5) it is tempting to think that upgrading will help. Of course it's a bit difficult to upgrade with a bad Internet connection. And then there's the question about "why now?" Which makes me think maybe his internal hardware has encountered a problem.

     

    It's too heavy to bring over to an Apple store for diagnostics. But if I go over there in person and can't fix it (the next best step) then maybe I'll see if there is a pickup service for it.

     

    doug

  • by Csound1,

    Csound1 Csound1 Jul 22, 2016 6:51 PM in response to Doug Lerner2
    Level 9 (50,282 points)
    Desktops
    Jul 22, 2016 6:51 PM in response to Doug Lerner2

    I'm doubtful that upgrading will help, but it is unlikely to hurt, I would do it before I took it to Apple. But I would have good  backup before I started.

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 22, 2016 6:54 PM in response to Csound1
    Level 4 (1,043 points)
    Mac OS X
    Jul 22, 2016 6:54 PM in response to Csound1

    They recently moved and I did a complete TimeMachine backup on both their computers before the move.

     

    doug

  • by Csound1,

    Csound1 Csound1 Jul 22, 2016 7:00 PM in response to Doug Lerner2
    Level 9 (50,282 points)
    Desktops
    Jul 22, 2016 7:00 PM in response to Doug Lerner2

    Good.  And I am getting tired now, so I'll wish you well, say goodnight and get out of here

  • by LilyLC,

    LilyLC LilyLC Jul 22, 2016 7:43 PM in response to Doug Lerner2
    Level 4 (2,743 points)
    Jul 22, 2016 7:43 PM in response to Doug Lerner2

    I was finally able to try to "share the Internet connection" with the other iMac in the room. But that didn't work at all. The wi-fi network name I created on the connected iMac isn't showing up on the one with the problem.

     

    That Internet sharing setting is a bit confusing. It seems if I try to share wi-fi I have to share via Bluetooth or Ethernet or anything but wi-fi.  So I tried sharing via Bluetooth, but had no confidence that was correct. I tried following the online help instructions

     

    What you experienced is correct when sharing the iMac connection from Wi-Fi. If you want the misbehaving Mac to connect via Wi-Fi, then use an Ethernet cable to connect the iMac to the router and then Share your connection from "Ethernet," to which a Wi-Fi option will then be available in the list for "To computers using..."  See OSXDaily's instructions with pictures.

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 22, 2016 7:59 PM in response to LilyLC
    Level 4 (1,043 points)
    Mac OS X
    Jul 22, 2016 7:59 PM in response to LilyLC

    That's certainly what it looked like. I wonder why you can't share a wi-fi connection via the wi-fi connection on the good iMac? Anyway, it's not practical to use an ether cable in this situation.

     

    doug

  • by LilyLC,

    LilyLC LilyLC Jul 22, 2016 8:18 PM in response to Doug Lerner2
    Level 4 (2,743 points)
    Jul 22, 2016 8:18 PM in response to Doug Lerner2

    Yes, it does appear to be a problem with his reluctant Mac. Since he is still running 10.6.8 . . . And then there's the question about "why now?" Which makes me think maybe his internal hardware has encountered a problem.

    It could be any one or more files on the hard disk that has become corrupt or out of place or... Use Disk Utility to check the hard disk.

    1. Launch Disk Utility (Applications > Utilities > Disk Utility)
    2. In the left pane: click on Macintosh HD
    3. to the right, click on the tab "First Aid" and below that click on the button "Verify Disk"

    The test activity and result will show in the window above the button. Generally, errors will show in red.

    DiskUtility window.png

    If there are errors, then he will need to boot the computer from the OS 10.6.8 Install CD/Disk to repair the disk. See the Apple KB article, specifically the section "Try Disk Utility."

     

    If you still suspect hardware as the culprit, you could run the Apple Hardware Test (AHT) software. I don't remember if the OS 10.6.8 Install disk has the AHT, but the it should be on one of the original disks that came with the Mac.

  • by Internaliser,

    Internaliser Internaliser Jul 22, 2016 8:39 PM in response to Doug Lerner2
    Level 1 (8 points)
    Notebooks
    Jul 22, 2016 8:39 PM in response to Doug Lerner2

    Hi I have just picked up on your issue.

    Sometimes Wi-Fi is confused with settings.

    Almost never necessary to install OS software, however if the Mac is completely shut down, then started, the issue may clear. You have mentioned the signal is strong so I do suspect Wi-Fi settings are corrupted.

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 22, 2016 10:06 PM in response to LilyLC
    Level 4 (1,043 points)
    Mac OS X
    Jul 22, 2016 10:06 PM in response to LilyLC

    I might try to step him through that. He really doesn't know what he is doing, so I might have to go over there to help at this point.

     

    doug

  • by Internaliser,

    Internaliser Internaliser Jul 23, 2016 3:31 AM in response to Doug Lerner2
    Level 1 (8 points)
    Notebooks
    Jul 23, 2016 3:31 AM in response to Doug Lerner2

    Hi Doug

    If your going to on site, then once the Mac is completely shut down, also try resetting the PRAM, as this will remove a setting that may be corrupted. (PRAM reset below works ok with OSX 10.6.8),

     

    To show how to do this i have copied the method from a Apple support community email

    Resetting NVRAM / PRAM

    1. Shut down your Mac.
    2. Locate the following keys on the keyboard: Command (⌘), Option, P, and R. You will need to hold these keys down simultaneously in step 4.
    3. Turn on the computer.
    4. Press and hold the Command-Option-P-R keys before the gray screen appears.
    5. Hold the keys down until the computer restarts and you hear the startup sound for the second time.
    6. Release the keys.
    7. The Mac will then continue to restart

    Note that the following may not be approved - so try if you must - but i have previously done this to invoke a deeper PRAM reset . . . . .

       5. Hold the keys down until the computer restarts and you hear the startup sound for the FIFTH time.

    regards

    Bruce

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 23, 2016 4:19 AM in response to Internaliser
    Level 4 (1,043 points)
    Mac OS X
    Jul 23, 2016 4:19 AM in response to Internaliser

    I'm going to try again via FaceTime again later tonight. But he would never in a million years be able to reset the PRAM. I would say, "Option Key" and he would reply, "key?"

     

    It does bother me that the 5 GHz band of the router is not showing up with any strength - on both iMacs. It seems only the 2.4 GHz band works well throughout their apartment. But I do notice that on older equipment sometimes the 5 GHz band doesn't work well.

  • by Csound1,

    Csound1 Csound1 Jul 23, 2016 5:04 AM in response to Doug Lerner2
    Level 9 (50,282 points)
    Desktops
    Jul 23, 2016 5:04 AM in response to Doug Lerner2

    5G networks have less coverage area and less ability to penetrate obstacles than 2.4G ones do, what you are observing is normal.

  • by Doug Lerner2,

    Doug Lerner2 Doug Lerner2 Jul 23, 2016 5:13 AM in response to Csound1
    Level 4 (1,043 points)
    Mac OS X
    Jul 23, 2016 5:13 AM in response to Csound1

    I think so too. If you saw the state of their apartment after moving... (shudder) We're using disk utility right now to verify the disk to see if there are any reported errors.

     

    doug

  • by appreciate,

    appreciate Jul 23, 2016 5:20 AM in response to Doug Lerner2
    Level 4 (1,276 points)
    Mac OS X
    Jul 23, 2016 5:20 AM in response to Doug Lerner2

    Hold option key > click on wi fi icon > open wireless diagnostics > take the cursor on left hand side on the top menu bar click wireless diagnostics > open  external tool > network diagnostics a window appears all options should come to green .

    Click on continue and follow the upcoming steps .

    If any fault is there a red dot will be shown . A screen shot is there for reference .

    An apple article are there it might help you : OS X Yosemite: Choose preferred wireless networks

                                                                         : OS X El Capitan: About Wireless Diagnostics

    Screen Shot 2016-07-23 at 5.40.38 PM.png

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