Apple macbook pro User Manual

							MacBook Pro Troubleshooting — Hardware Symptom Charts 191
System shuts down intermittently
Disconnect all external peripherals and eject any ExpressCard.
1.  
Make sure a known-good fully charged battery is fully inserted. Check that the battery latch 
2.  
is fully engaged and is not broken or getting caught before fully catching. Check battery 
connection to logic board.
Make a visual inspection of the battery connector in the battery bay. Make sure all blades are 
3. 
visible and not bend. If damaged replace the battery connector.
Make sure system is not over heating, the air vents are clear and unit was not used on a soft 
4.  
surface.
Check that the fan cables are connected and the fans are operational.
5. 
Make sure all feet are still on the system bottom. If not, order foot replacement kit.
6.  
Check that the thermal material between the heat exchanger and logic board is in contact 
7.  
with both by unscrewing the logic board screws and gently pulling up on the left side of the 
board to verify resistance caused by adhesion from the thermal material. If not, new thermal 
materials for the processor, control ASIC, and video chip must be reinstalled (see Logic Board 
Take Apart chapter).
Remove the battery and connect known-good 85W power adapter and power cord or plug 
8.  
to a known-good power outlet; make sure the DC plug is properly seated. The DC plug 
should light up, used the MagSafe troubleshooting section.
Verify left I/O board cable is securely connected and cable shows no signs of wear.
9. 
Try known-good left I/O board.
10.  
Replace the logic board.
11 .  
System shuts down almost immediately after startup
Disconnect all external peripherals and eject any ExpressCard.
1.  
Make sure a known-good battery is fully inserted. Check battery charge and make sure that 
2.  
at least two LED charge indicators light, otherwise connect the adapter. The adapter should 
light when plugged in. If not, troubleshoot the MagSafe connection
After charging for a while, if battery does not seem to charge, or if charged up but quickly 
3. 
discharges, replace the battery. Verify known-good battery.
Check battery connection to logic board, and check wire attachment to connectors.
4.  
Just before the system shuts down, the sleep LED briefly comes on, check the two 
5. 
thermocouple connections to the main logic board. They should be fully seated and no 
damage to the wiring. If the thermocouple is damaged replace the thermocouple.
If known-good battery does not charge, replace left I/O board.
6.  
Replace the logic board.
7.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 19 2
Application Quits, Kernel panic or other booting problems
If a specific application quits, replace the application. Verify the application is compatible 
1.  
with OS X.
Clear parameter RAM. Hold down Command-Option-P-R during startup until you hear a 
2.  
second startup chime. 
Run Disk Utility from the Software Install and Restore DVD.
3. 
Perform a clean install of system software with the software install and restore disc that 
4.  
came with the computer. Note: Restore disc images are available at http://service.info.apple.
com. Select “Disc Images.”
Reboot system.
5. 
Run Apple Service Diagnostic in loop mode (Control-L) for an extended time to test the 
6.  
memory. If the test finds bad memory, replace the DIMMs one at a time and test until all bad 
DIMMs are replaced with known-good modules.
Replace the logic board.
7.  
AirPort Extreme
Note: The AirPort Extreme card is now separated from the Bluetooth module.  In addition, 
the AirPort antenna is now in the clutch barrel behind the gray plastic window. The Bluetooth 
antenna is now separate from AirPort and mount just in front of the hard drive.
AirPort Extreme not recognized
In Mac OS X, use Software Update in system preferences or see the Apple Software Updates 
1.  
web page to make sure the latest version of AirPort Extreme software is installed.
Restart the computer.
2.  
Open AirPort in system preferences and make sure AirPort is on and Base Station is selected.
3. 
Reseat the AirPort Extreme card in its slot.
4.  
Remove and reinstall the AirPort Extreme software.
5. 
Replace with known-good AirPort Extreme card.
6.  
Replace left I/O board.
7.  
Replace the main logic board.
8.  
AirPort connection is slow
Move computer closer to AirPort Base Station or other AirPort device.
1.  
Check how many users are trying to use AirPort in the area. Too many users are accessing 
2.  
network at the same time causing heavy network traffic. To improve network connection 
speed, add additional AirPort Base Stations.  
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 19 3
Check for other changes in the environment that may cause interference with the AirPort 
3. 
signal.
Use Software Update in system preferences or see the Apple Software Updates web page to 
4.  
make sure the latest version of AirPort Extreme software is installed.
Restart the computer.
5. 
Check the AirPort Extreme antenna connection to the AirPort Extreme Card.
6.  
Reseat the AirPort Extreme card in its slot.
7.  
Replace with known-good AirPort Extreme w/ Bluetooth card.
8.  
Check AirPort Extreme antenna wire coming from clutch barrel for nicked insulator or 
9. 
crimped wire. If bad, replace the AirPort Extreme antenna in the clutch barrel.
Replace left I/O board.
10.  
Replace the main logic board.
11 .  
Battery
Battery will not pop up
Flip over the unit and slide the battery latches.
1.  
If the battery does not pop up, use a small plastic flat-blade tool to pry up the battery 
2.  
around the battery latch.
Try a new battery.
3. 
Verify proper latch operation, by exercising the latch. If it does not move smoothly or evenly, 
4.  
replace the bottom case.
If the latch does exercise correctly, verify that the customer is not installing the battery with 
5. 
excessive force or the body of the battery has not been deformed around its perimeter.  
Warning: If the battery plastic housing has been damaged, or the two halves of the 
housing have separated, the battery is unsafe for use.  
Note: If there is no sign of abuse (dents, scratch marks) replace the battery under warranty.
The battery won’t charge
Remove any externally connected peripherals.
1.  
Try known-good power outlet.
2.  
Connect known-good 85W power adapter and power cord or plug; make sure the DC plug is 
3. 
properly inserted. The DC plug should light up, if not, troubleshoot the MagSafe connection. 
If the power adapter light is green, turn over the computer and press the battery button. The 
battery lights should glow green and stay on if the power adapter is operating correctly.
Try known-good battery. If it charges, replace the battery. If doesn’t charge, check the battery 
4.  
connector and its connection to the logic board. 
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 194
Replace the battery connector assembly (requires removing the logic board).
5. 
Reset the power manager. See new procedures under the “Resetting the Power Manager Unit 
6.  
(SMC)” heading in the Hardware Troubleshooting Tools and Tips section.
Warning: Resetting the power manager will permanently remove a RAM disk, if present, 
7.  
and all of its contents. You will also need to reset the date and time (using the Date & Time 
system preference pane).
Make sure the left I/O cable is firmly connected. Look for damaged insulation or wires.
8.  
Replace left I/O power cable.
9. 
Replace left I/O board.
10.  
Replace logic board.
11 .  
Battery won’t charge completely
If the battery appears to stop charging between 95 and 99 percent, this is normal operation. 
Refer to Knowledge Base article 88344: PowerBook G4, iBook: battery does not show full charge 
in Mac OS X. 
Short battery life
Three categories to consider:
There is a system issue (not the battery).
• 
f you have the customer’s power adapter, plug it into a known good outlet and verify 
 
-
that it can charge the system. Also make sure it is the correct 85W adapter.
Plug a known good 85W adapter into a known good outlet. Verify that the DC connector 
 
-
is fully seated into the computer.
Check whether the customer’s system is setup for heavy battery power use (AirPort on, 
 
-
optical media always in drive, Energy Savings set to Highest Performance, etc.)
Test the computer with all third-party devices (printers, hubs, third-party keyboard or 
 
-
mouse) removed.
Reset the power manager. See new procedures under the “Resetting the Power Manager 
 
-
Unit (SMC)” heading in the Hardware Troubleshooting Tools and Tips section.
The battery needs calibration, or it is nearing the end of its useful life.
• 
Calibration should be done when you first use the battery, and every few months after. It 
 
-
allows the battery to properly calculate how much power is left in the battery.
The battery is a consumable part. It can be charged and discharged only so many cycles 
 
-
before it becomes depleted and can no longer hold a charge.
Note: 
 
- The battery calibration procedure  as follows:
Plug in the power adapter and fully charge your battery until the light on the power 
1.  
adapter plug changes to green and the onscreen meter in the menu bar indicates 
that the battery is fully charged.
Allow the battery to rest in the fully charged state for two hours or longer. You may 
2.  
use your computer during this time as long as the adapter is plugged in. 
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 19 5
Disconnect the power adapter with the computer on and start running it from the 
3. 
battery. You may use your computer during this time. When your battery gets low, 
you will see the low battery warning dialog on the screen.
Continue to keep your computer turned on until it goes to sleep. Save all your work 
4.  
and close all applications when the battery gets low and before the system goes to 
sleep.
Turn off the computer or allow it to sleep for five hours or longer.
5. 
Connect the power adapter and leave it connected until the battery is fully charged 
6.  
again.
The battery has a defect.
• 
Symptoms include, but are not limited to, a relative new battery that will not charge 
 
-
at all, reports an “X” in the menu bar icon, status light on its case that will not go out. 
In the first two cases, the battery may need calibration—try this first. In addition, after 
troubleshooting at the system level, if it is demonstrated that the battery is causing 
abrupt shut-downs or goes to sleep without warning, the battery can be considered 
severely degraded and follow the criteria below.
Warranty Note:
 
-  If the battery was purchased (either with the computer or as a 
standalone part) in the last 90 days and exhibits severely degraded performance (as 
defined above) provide an in-warranty replacement. If the battery was purchased 
between the last 90 to 365 days, have the customer calibrate their battery. If after 
recalibration, the battery still exhibits severely degraded performance, then provide 
an in-warranty replacement. If the battery was purchased more than 365 days ago, the 
customer will need to purchase a new battery.
Useful Knowledge Base articles: 
86440, PowerBook, iBook: Battery Life, for tips on extending battery life and explanations of some 
concepts of battery use.  
86284, Calibrating your computer’s battery for best performance
Bluetooth
Note: Unlike the previous PowerBook G4 (15-inch Double-Layer SD), the AirPort Extreme and 
Bluetooth 2.0 functions are on separate cards.
Bluetooth system preferences does not show up under Hardware system preferences
Check for software/firmware updates on the web.
1.  
Check the Bluetooth card flex cable. Make sure the cable is not damaged and fully seated.
2.  
Check the hard drive flex to main logic board. 
3. 
Replace the Bluetooth card
4.  
Replace the hard drive flex 
5. 
Replace the logic board. 
6.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 196
Bluetooth Card not recognized by other devices
Open Bluetooth in system preferences and make sure under the Settings tab that 
1.  
Discoverable is checked.
Make sure the Bluetooth antenna is properly installed.
2.  
Check the Bluetooth antenna is connected to Bluetooth card.
3. 
Replace with known-good Bluetooth card.
4.  
Replace logic board.
5. 
Display
Display latch not working
Note: When the display is being closed, two latch hooks in the top of the display housing 
should be magnetically pulled down through the slots in the top case and secured by the latch 
mechanism. When the latch button is pushed, the hook should release and retract into the 
display housing.
See the Latch Adjustment chapter in the Adjustments section of this service manual to verify 
1.  
the latch mechanism and latch hook operation and make adjustments, if necessary.
If the latch hook is broken, replace the display latch hook assembly.
2.  
When displaying a single color over the screen area, the LCD panel shows one or 
more pixels that are not properly lit
To determine whether or not the display has an acceptable number of pixel anomalies, follow the 
steps below:
Set the display image to one of the following colors: all-white display, all-red display, all-green 
1.  
display, or all-blue display. Knowledge Base article 112125: Service Diagnostics Matrix, has the 
LCD Tester Diagnostic Utility that will generate these patterns on the screen.
Using a jeweler’s loupe, pocket microscope, or other magnifying device, identify and count 
2.  
each pixel anomaly:  
• Bright subpixel anomaly = subpixel that is always on 
• Dark subpixel anomaly = subpixel that is always off
The number of acceptable pixel anomalies for this system is:
3. 
Acceptable Number of Subpixel Anomalies
Bright Up to 3
Dark Up to 5
Combination Up to 7
If the number of subpixel anomalies exceeds the acceptable number listed in the above 
4.  
chart, replace the display panel assembly. 
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 19 7
Replace
Bright
4 or more
Dark 6 or more
Combination 8 or more
If the number of subpixel anomalies is acceptable, explain to the customer that the pixel 
5. 
anomalies are within specifications, and no repair is necessary.
Important: Do not release the specifications to customers. Instead, inform them that a certain 
number of subpixel anomalies are considered acceptable, and these factors apply to all 
manufacturers using LCD technology—not just Apple products. 
When speaking with customers, please use the following explanation:
Active-matrix LCD technology uses rows and columns of addressable locations (pixels) that 
render text and images on screen. Each pixel location has three separate subpixels (red, green, 
and blue) that allow the image to be rendered in full color. Each subpixel has a corresponding 
transistor responsible for turning the subpixel on or off.
There are typically millions of these subpixels on an LCD display. For example, the LCD panel used 
in the Apple Cinema HD display is made up of 2.3 million pixels and 6.9 million red, green, and 
blue subpixels. Occasionally, a transistor does not work perfectly, which may result in the affected 
subpixel being turned on (bright) or turned off (dark). With the millions of subpixels on a display, 
it is quite possible to have a low number of faulty transistors on an LCD. Therefore, a certain 
number of subpixel anomalies are considered acceptable. Rejecting all but perfect LCD panels 
would significantly increase the retail price for products using LCD displays. These factors apply 
to all manufacturers using LCD technology—not just Apple products.
ExpressCard/34
ExpressCard will not insert into the ExpressCard slot
Make sure the ExpressCard is 34mm in width.  The ExpressCard standard allows for 54mm 
1.  
cards which will not fit in this slot.
Make sure the ExpressCard is right side up (cards are keyed and cannot be inserted upside 
2.  
down).
Verify the ExpressCard is not warped or damaged in any way; if so replace the card.
3. 
Try a different ExpressCard.
4.  
Carefully raise the ExpressCard slot cover and check for a foreign object inside the slot.
5. 
If the slot cover is preventing the card from being inserted, re-seat the ExpressCard on the 
6.  
left I/O board by making sure the cage is closer to the main logic board. The door catch on 
the top of the ExpressCard mechanism.
Replace ExpressCard cage.
7.   
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 198
ExpressCard does not mount to the desktop
Make sure the ExpressCard has its drivers installed.
1.  
Check if a known-good ExpressCard works in this slot. The ExpressCard may be bad.
2.  
Check the Left I/O Board flex cable connection to the logic board.
3. 
Replace the ExpressCard cage.
4.  
Replace the left I/O flex cable.
5. 
Replace the logic board.
6.  
Hard Drive
Internal hard drive will not initialize:
Make sure the hard drive is a cable select drive set as a master (0). 
1.  
Start up from the MacBook Pro Mac OS X install Disk 1 disc that came with the computer 
2.  
(hold down the “C” key during restart).
When the Installer opens, from the Installer menu, select Open Disk Utility.
3. 
If the hard drive is recognized, format it under the Erase tab.
4.  
If the hard drive is not recognized, reseat the hard drive flex cable, or replace if needed. 
5. 
If still not recognized, replace the hard drive.
6.  
Reinstall system software using the MacBook Pro Mac OS X Install Disc 1 which came with 
7.  
the system.
Important: If the computer is under warranty and data recovery is required, refer to Knowledge 
Base article 31077: DriveSavers: Hard Drive Data Recovery & Warranty Implications, for important 
information.
IR Remote
Remote won’t communicate with system applications such as iTunes or iPhoto, or with the 
optical drive.
Make sure of the following when using the Apple Remote: You are within 30 feet of the front of the computer.
• 
You have an unobstructed line-of-sight to the front of the computer.
• 
You are pointing the lens end of the Apple Remote directly at the front of the computer.
• 
The computer is powered on and awake.
• 
The “Disable remote control infrared receiver” checkbox in the Security pane of System 
• 
Preferences is NOT checked.  
Make sure the active application works with Apple Remote. Apple Remote uses Front Row, 
and from Front Row it can access DVD Player, iPhoto, iTunes, and QuickTime Player. 
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 199
Make sure the remote is paired with the computer. Access the System Preferences/Security 
• 
pane and check “Unpair” if available. Close the Security pane, and re-pair the Apple Remote 
with the computer. See Knowledge Base article 302545. 
Use a digital camera to test your Apple Remote.  
1.  
If you have a digital camera or DV camera with an LCD display, you can use it to see if your 
Apple Remote is emitting a signal. Infrared beams are invisible to the human eye, but most 
digital cameras and video cameras use Charged-Coupled Device (CCD) chips or image 
sensors that are sensitive to infrared light.  
To use a camera to test your Apple Remote, follow these steps:  
• Turn on your digital camera or DV camera and remove any lens cover.  
• Point your Apple Remote toward the display latch button.  
• Press and hold the Menu button on the remote while looking at your camera’s LCD display.  
• If you see a faint blinking light coming from the Apple Remote in the camera’s LCD, then 
the remote is working properly.  
• If you don’t see any blinking light in the camera’s LCD, replace the battery in your Apple 
Remote and then test it again with your computer 
Replace Apple Remote.
2.  
302543: How to replace the Apple Remote battery” 
IR Sensor/Receiver
Supported applications do not respond to input from the remote control. Make sure “Disable remote control infrared receiver” checkbox is not checked.
• 
If “Unpair” is available in the Security pane of System Preferences, another Apple Remote may 
• 
be paired to the computer (pairing allows only one Apple Remote to control the computer). 
To delete a pairing between the remote and the MacBook Pro, click Unpair. (You may have to 
enter your Administrator password to make changes in the Security pane.) 
Perform the checks above under “IR Remote” to verify that the Apple Remote is functioning 
1.  
correctly, and retest. 
Verify that the IR Sensor can be seen in the Apple System Profiler. Open the Apple System 
2.  
Profiler and click on the “USB” section. You should see the following listed:  
If you don’t see it,  replace the IR board and retest.  
Yes: Problem resolved.  
No: Replace the IR sensor board and retest. Refer to the “IR Board” procedure in Take Apart. 
						

							MacBook Pro Troubleshooting — Hardware Symptom Charts 200
Built-in iSight Camera
The built-in camera is not recognized.
Boot the MacBook Pro to the desktop and launch iChat AV. Note: You do not need to be 
1.  
connected to a network to use iChat AV to troubleshoot. Verify that the correct versions of 
Mac OS X and iChat AV are installed. Reinstall or update software as needed.
Open the iChat AV preferences and click on the ‘Video’ icon. Verify whether the camera is 
2.  
recognized by the iChat AV software. Is the camera recognized?
Check the camera connection to main logic board. 
3. 
Replace the camera (part of display bezel).
4.  
Camera image quality poor
Verify that the lens assembly for the iSight camera is clean. Fingerprints and other 
• 
contaminants can affect image quality. Clean the lens using a lint free lens cleaning cloth 
being while being careful not to scratch the lens. Verify that there is sufficient lighting to 
produce a good quality image. 
Lighting which is comparable to that found in a well lit office will product a good quality 
• 
image. If possible, avoid having a brightly lit background. Diffused lighting is preferred over 
direct lighting. Launch iChat AV and open the iChat AV preferences. Click on the ‘Video’ tab. Is 
the video quality acceptable?
Yes: The camera is functioning normally. The image quality problems may be caused by 
bandwidth limitations when using iChat over the internet. Instruct the customer to use the 
iChat AV connection doctor feature to verify that there is sufficient bandwidth to have a 
video iChat session without a significant degradation of image quality. 
No: The camera may not be functioning normally. Replace display bezel and retest.
Camera recognized but no audio
Open the System Preferences window and click on Sound. Verify that the built in internal 
1.  
microphone has been selected as the device for sound input. Verify that the volume settings 
(on the slider bar) are appropriate.
Launch iChat AV and open the iChat AV preferences. Click on the ‘Video’ icon. Speak into the 
2.  
microphone while monitoring the microphone level indicator. If line meter responds, it was a 
settings problem.
Check speaker assembly (includes the microphone) is plugged in.
3. 
Replace the speaker assembly 
4.