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Apple Technician Guide

iMac (20-inch, Early/Mid 2009)iMac (20-inch, Early 2009), iMac (20-inch, Mid 2009)Updated: 2009-05-01


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Apple Inc.

2009 Apple Inc. All rights reserved.

Under the copyright laws, this document may not be copied, in whole or in part, without thewritten consent of Apple.

Every eort has been made to ensure that the information in this document is accurate. Apple

is not responsible for printing or clerical errors.

Apple1 Innite LoopCupertino, CA 95014-2084USA+ 1 408 996 1010www.apple.com

Apple, the Apple logo, Mac, and Macintosh are trademarks of Apple Inc., registered in the U.S.and other countries.


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iMac (20-inch, Early/Mid 2009)

Manual Updates 7Updated 28 April 2009 7Manual introduced 3 March 2009 7

Basics

Overview 9Product Features 9Dierences Between Models 9Product Conguration 10Serial Number Location 10

Troubleshooting

General Troubleshooting 12Update System Software 12Firmware Updates 12

Troubleshooting Theory 12Hardware vs. Software 12Apple Hardware Test 13Apple Service Diagnostic 13Power On Self Test (POST) 13Starting Up in Safe Mode 14Resetting the Parameter RAM (PRAM) 14

Resetting the System Management Controller (SMC) 15Diagnostic LEDs 16Sensor and Fan Connector Locations 17Block Diagram 18

Symptom Charts 19Startup and Power 19

No Power, Dead Unit 19Wont Start Up 21

Intermittent Shutdown 23Kernel Panic, System Crashes 25No Video 27

Corrupted Video 28Burnt Smell/Odor 30Uncategorized Symptoms 31

Display 32Backlight Issue/No Backlight 32Incorrect/Missing Colors 37Distorted/Blurred Image 38Pixel Anomalies 40Vertical/Horizontal Lines 41


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Non-Uniform Brightness 43Cosmetic Defects 44Uncategorized Symptoms 44

Mass Storage 45Hard Drive Not Recognized 45Hard Drive Read/Write Error 47Hard Drive Noisy 48Optical Drive Not Recognized 50Optical Drive Wont Accept/Eject Media 51Optical Drive Read/Write Error 53Optical Drive Not Performing to Specications 54Optical Drive Noisy 55Uncategorized Symptoms 57

Communications 58AirPort/Bluetooth Issues 58AirPort Card Kernel Panic 60Ethernet Port/Device Issue 61Wireless Input Device Doesnt Pair 62Wireless Input Device Loses Connection 64Uncategorized Symptoms 66

Input/Output Devices 67Apple Remote Inoperable 67Audio: Microphone 68Audio: Built-in Speakers Have Distorted Sound 70Audio: Built-in Speakers Have No Audio 71Camera Issues 73FireWire Devices Not Recognized 74

USB Devices Not Recognized 76Wired Keyboard Does Not Function Properly 78Keyboard: Specic Keys Do Not Respond 80Wired Keyboard/Mouse Not Recognized 80Uncategorized Symptoms 82

Mechanical 83Noise/Hum/Vibration 83Fan Failures / Thermal Issues 86Stand/Hinge Issues 87Physical Damage 87Uncategorized Symptoms 88

Take Apart

General Information 90General Tools 90Opening the Unit 90Required Special Tools for Glass Panel 90Cleaning Tools Starter Kit 91


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Cleaning Tool Resources 91Cleaning & Handling the Glass Panel 92Dos and Donts 92Handling a Broken Glass Panel 92Safety 93Logic Board Handling 94ESD Precautions 95

ESD Guidelines 95Reassembly Steps 96Images in This Guide 96Screw Sizes 96

Access Door 97

Memory 98

Glass Panel 100Removal 101Reassembly 102

Front Bezel 106

Camera 109

Battery 111

IR (Infrared) Board(Early 2009 only) 113

AirPort Extreme Card 115

Bluetooth Board (Early 2009 only) 117

LCD Panel 119LVDS Cable 123

Hard Drive 125

Hard Drive Sensor Cable 129

Optical Drive 131

Optical Drive Sensor Cable 134

Optical Drive Fan 136

Optical Drive Data Cable 138

Inverter 140

Power Supply 142

Left Speaker 145

Ambient Temp Sensor Cable 147

CPU Fan 149


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Right Speaker 151

Audio Board 153

Logic Board 156Removal 157Reassembly 158Handling Logic Boards 160

Hard Drive Fan 161

Hard Drive Data Cable 163

Mechanism Cover 164

Stand 165

Mechanism 167

Chassis 169

Cable, DC, Power Supply/SATA/Inverter 172Removal 173Reassembly 175

Camera Cable 178

Microphone Cable 180

Rear Housing 182

Views

Exploded Views 184iMac (20-inch Early 2009), Part 1 184iMac (20-inch, Early 2009), Part 2 185iMac (20-inch, Mid 2009), Part 1 186iMac (20-inch, Mid 2009), Part 2 187

Screw Chart 188

Internal Views 190

I/O Ports 192

Feedback 193


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iMac (20-inch, Early/Mid 2009) Manual Updates 72009-05-01

Manual Updates

Updated 1 May 2009

Views:Exploded Views: Corrected rear housing information for Mid 2009 model.

Updated 28 April 2009

Basics:Added section about dierences between Early 2009 and Mid 2009 models.

Troubleshooting:General Troubleshooting: Added sections about Apple Hardware Test and Apple Service

Diagnostic, how to determine which version to use.Block Diagram: Added note that Mid 2009 model does not have IR or Bluetooth.

Take Apart:Front Bezel: Added reassembly note to install bottom of bezel rst.Camera Board: Corrected screw size and part number.IR Board: Added note that Mid 2009 model does not have an IR Board.Bluetooth Board: Added note that Mid 2009 model does not have a Bluetooth Board.Optical Drive: Added reassembly note to avoid trapped inverter cables.Hard Drive Sensor Cable, Optical Drive Sensor Cable, Hard Drive Fan: Added details aboutconnector pin sizes.

Logic Board: Added note that Mid 2009 model does not have IR or Bluetooth boards. Addednote to route camera cable over, not under, the logic board. Removed note to transfer blackplastic airdam from old board to new board, as it should be included with new board.

Views:Exploded Views: Added 1 logic board part number for Early 2009 model. Added newexploded views for Mid 2009 model.Screw Chart: Corrected camera screw size and part number.

Manual introduced 3 March 2009


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BasicsiMac (20-inch, Early/Mid 2009)


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iMac (20-inch, Early/Mid 2009) Basics Overview 92009-05-01

Overview

Product Features

The iMac (20-inch, Early 2009) and iMac (20-inch, Mid 2009) computers have the same overalllook as the previous generation aluminum iMac. Distinguishing exterior features are MiniDisplayPort (instead of mini DVI port) and 4 USB ports (instead of 3) on the rear, and a taperedfront edge on the stand.

New features:Increased processor speed: 2.66GHzMini DisplayPort4 USB 2.0 portsIncreased RAM capacity: 2GB min, 8GB maxIncreased hard drive capacity in Early 2009 model: 320/640/1TB

Dierences Between Models

The iMac (20-inch, Early 2009) and iMac (20-inch, Mid 2009) computers are very similar. Thedierences are that the Mid 2009 model does not have IR (Infrared) or Bluetooth, and has asmaller capacity hard drive (160GB).


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iMac (20-inch, Early/Mid 2009) Basics Overview 102009-05-01

Product Conguration

To conrm the conguration from the Apple menu, choose About This Mac. The processorlisting will show the speed of the processor followed by the processor type. The following table

shows the conguration at introduction:

Feature Specication

Processor 2.66 GHz Intel Core 2 Duo6MB shared L2 cache, 1066MHz frontside bus

Memory 2GB (2 x 1GB) 1066MHz DDR3 (optional 4GB, 8GB CTO)

Hard Drive Early 2009: 320GB Serial ATA 7200-rpm (optional 640GB, 1TB)Mid 2009: 160GB Serial ATA 7200-rpm

Optical Drive 8x SATA SuperDrive

Display 20-inch, 1680x1050 resolution, 800:1 contrast ratio, 290 cd/m brightness,160-degree viewing angle, glossy

Graphics NVIDIA GeForce 9400M with 256MB shared memory

Wireless AirPort Extreme 802.11a/b/g/n, Bluetooth 2.1 + EDR (only in Early 2009)

Input Devices wired keyboard, wired mouse, no remote, no modem

I/O Gigabit Ethernet, (4) USB 2.0, (1) FireWire 800

Audio I/O iPhone headset connector, microphone, stereo speakers, combo digital in

Video I/O Mini-DisplayPort (HDCP, dual-link, dual display; simultaneously supportsfull native resolution on built-in display and up to 2560x1600 on anexternal 30-inch display), iSight camera

Power Supply 180W universal

Serial Number LocationThe iMac (20-inch, Early/Mid 2009)s serial number is located on the base of the stand. Whenreplacing a stand, transfer the serial number to the new stand.


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TroubleshootingiMac (20-inch, Early/Mid 2009)


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iMac (20-inch, Early/Mid 2009) Troubleshooting General Troubleshooting 122009-05-01

General Troubleshooting

Update System Software

Important: Whenever possible before beginning troubleshooting, ensure the latest softwareand rmware updates have been applied.

Firmware Updates

Firmware is the name given to software that is written into memory circuits such as ashmemory, that will hold the software code indenitely, even when power is removed from thehardware. Firmware on Intel Mac computers is designed to be updated if necessary through asoftware update.

Information about rmware versions for Intel Macs can be found in the following AppleKnowledge Base article:

kBase #HT1237: EFI and SMC rmware updates for Intel-based Macs

Troubleshooting Theory

For a review of basic troubleshooting theory, refer to:

http://service.info.apple.com/service_training/en/006/troubleshoot/

Hardware vs. Software

For information on how to isolate a hardware issue from a software issue, refer to the followingApple Knowledge Base article:

kBase #TS1388: Isolating issues in Mac OS X

For information on how to troubleshoot a software issue, refer to the following AppleKnowledge Base articles:

kBase #HT1199: Mac OS X: How to troubleshoot a software issue

kBase #HT2956: Troubleshooting Mac OS X installation from CD or DVD

kBase #TS1394: Mac OS X: Troubleshooting installation and software updates
http://support.apple.com/kb/HT1237http://service.info.apple.com/service_training/en/006/troubleshoot/http://support.apple.com/kb/TS1388http://support.apple.com/kb/TS1388http://support.apple.com/kb/HT1199http://support.apple.com/kb/HT2956http://support.apple.com/kb/TS1394http://support.apple.com/kb/TS1394http://support.apple.com/kb/HT2956http://support.apple.com/kb/HT1199http://support.apple.com/kb/TS1388http://service.info.apple.com/service_training/en/006/troubleshoot/http://support.apple.com/kb/HT1237


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Apple Hardware Test

There are two versions of Apple Hardware Test (AHT) for the iMac (20-inch, Early 2009). Toidentify which version of AHT to use, check the third, fourth, and fth digits in the system serialnumber. See examples below.

Apple Hardware Test 3A156 to be used on systems with the third, fourth, and fth serialnumber digits below 913. Example: Serial number W 8 9 1 0 S M R D W KApple Hardware Test 3A168 to be used on systems with the third, fourth, and fth serialnumber digits equal to or higher than 913. Example: Serial number W 8 9 1 3 8 M T 0 T F

The iMac (20-inch, Mid 2009) uses Apple Hardware Test 3A168.

Apple Service Diagnostic

The correct version of ASD for all iMac (20-inch, Early 2009) and iMac (20-inch, Mid 2009) isApple Service Diagnostic 3S131.

Power On Self Test (POST)Intel-based Mac computers such as the iMac rely on a combination of tones and blinking LEDsto display Power On Self Test (POST) error codes.

If the computer detects out-of-specication or no SDRAM or the RAM installed does notmeet the appropriate specications, the screen will remain black but the computer willbeep. This error condition may be due to physically damaged RAM, installing the incorrecttype of RAM, or not having RAM installed.Some RAM may appear to pass the Power-On-Self-Test (POST) but still cannot be used bythe operating system. In this case, the computer will display a gray screen, sound threetones and repeat the tones until the computer is turned o.

The solution to both of these situations is to rst re-seat the memory and test the computeragain. If the memory fails the POST test again, try memory that has been veried to workcorrectly on another system (i.e., known-good) or order new memory.


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Starting Up in Safe Mode

A Safe Boot is a special way to start Mac OS X when troubleshooting. Safe Mode is the stateMac OS X is in after a Safe Boot:

Make sure the computer is shut down.1.

Press the power button.2.

Immediately after you hear the startup tone, press and hold the Shift key.3.

Note:The Shift key should be held as soon as possible after the startup tone but notbefore.

Release the Shift key when you see the screen with the gray Apple and progress indicator4.(looks like a spinning gear). During startup, Safe Boot appears on the Mac OS X startupscreen. To leave Safe Mode, restart the computer normally, without holding down any keysduring startup.

For more information about Safe Mode, refer to the following Apple Knowledge Base articles:

kBase #HT1564: What is Safe Boot, Safe Mode? (Mac OS X)

kBase #TS1884: Safe Boot takes longer than normal startup

Resetting the Parameter RAM (PRAM)If the computer is on, turn it o.1.

Locate the following keys on the keyboard: Command, Option, P, and R. You will need to2.hold these keys down simultaneously in Step 4.

Note:If the keyboard does not have an Option key, use the Alt key instead.

Turn on the computer.3.

Press and hold the Command-Option-P-R keys. A simple way to do this with one hand is4.to put your right pinky nger on P, your right index nger on R, and your right thumb overboth the Command and Option keys.

Important: You must press this key combination before the gray screen appears.

Hold the keys down until the computer restarts and you hear the startup sound for the5.second time.

Release the keys.6.
http://support.apple.com/kb/HT1564http://support.apple.com/kb/TS1884http://support.apple.com/kb/TS1884http://support.apple.com/kb/HT1564


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Resetting the System Management Controller (SMC)

The System Management Controller (SMC) is a chip on the logic board that controls all powerfunctions for your computer. If your computer is experiencing any power issue, resetting theSMC may resolve it. The SMC controls several functions, including:

telling the computer when to turn on, turn o, sleep, wake, idle, and so forth;handling system resets from various commands; andcontrolling the fans.

Note that resetting the SMC does not reset the PRAM. Resetting the SMC will not resolve issuesin which your computer is unresponsivein these situations, restarting your computer willgenerally suce. If your computer isnt responding, perform these steps one at a time, in thisorder, until the issue has been resolved:

Force Quit (Option-Command-Escape)1.

Restart (Control-Command-Power)2.

Force Shut Down (press the power button for 10 seconds)3.

Resetting the SMC can resolve some computer issues such as not starting up, not displayingvideo, sleep issues, fan noise issues, and so forth. If your computer still exhibits these types ofissues after youve restarted the computer, try resetting the SMC.

How to Reset the SMC on an iMacFrom the Apple menu, choose Shut Down (or if the computer is not responding, hold the1.power button for approximately ten seconds until it powers o).

Unplug all cables from the computer, including the power cord.2.

Wait at least 15 seconds. The SMC reset occurs automatically once the iMac has been3. unplugged from the AC power source for several seconds.

Plug power cord back in, making sure the power button is not being pressed at the time.4.

Reconnect keyboard and mouse to the computer.5.

Press power button on the back to start up the computer.6.

Note:The iMac does not have a button on the logic board for resetting the SMC, which

eliminates the need to open the computer to reset it (as is required for some other models).


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Diagnostic LEDs

The iMac has built-in diagnostic LEDs on the main logic board that can help you totroubleshoot the computer. The LEDs are located to the right of the battery (see photo below).

LED #1

Indicates the trickle voltage from the power supply has been detected by the logic board.This LED will remain ON whenever the iMac is connected to a working AC power source.The LED will remain on even when the computer has been shut down or put to sleep. TheLED will turn o only if the AC power source is disconnected or the power supply is faulty.

LED #2

Indicates the main logic board has detected proper power from the power supply whenthe computer is turned on. This LED will be ON when the computer is turned on and thepower supply is working correctly.

LED #3

Note: This LED is not used on systems that have integrated graphics, which includes allcongurations of the iMac (20-inch, Early/Mid 2009).

LED #4

Indicates the computer and the LCD display panel are communicating. This LED will be ONwhen the computer is turned on and video signal is being generated. If the LED is ON andthere is no image on the LCD display panel, the LCD display panel or inverter might beinstalled incorrectly or need replacement.


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Sensor and Fan Connector Locations

Ambient temp sensor and fan connector locations are shown below. Ensure cables arecorrectly routed and the sensors and fans are properly connected. If a sensor or fan is faulty ornot connected, Apple Hardware Test will generate an error code.


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Block Diagram

Refer to this diagram to see how modules are interrelated. Note the iMac (20-inch, Mid 2009)does not have IR or Bluetooth.

MLB

Ambient

Temperature

Sensor

802.11n

Antenna

Bluetooth

Antenna

Display

Temperature

Sensor

AC/DCTemperature

Sensor

Hard Drive

Temperature

Sensor

Optical Drive

HD Fan

ODD Fan

CPU Fan SO-DIMM SO-DIMM

SpeakerSpeaker

IR Sensor

Audio Board

Power Button

AC Inlet

Camera Microphone

Inverter

Temperature

Sensor

PCIe x1

DDR3-1066 DDR3-1066

USB 2.0USB 2.0

USB 2.0 SATA II

SATA II

12V in 20

Antenna


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iMac (20-inch, Early/Mid 2009) Symptom Charts Startup and Power 192009-05-01

Symptom ChartsFollow the steps in the order indicated below. If an action resolves the issue, retest the systemto verify.

Note: A compilation of Quick Check tables is available at:

http://service.info.apple.com/QRS/en/quickreference.pdf

Startup and Power

No Power, Dead Unit

Unlikely cause: speakers

Quick Check

Symptoms Quick Check

No Power, Dead UnitNo powerNo fan spinNo startup chime

No image on external displayNo hard drive or optical driveactivityCaps Lock LED on wiredkeyboard doesnt light whenpressed.

Verify power source.1.

Verify power cable.2.

Listen closely for signs of activity from system3.including: rotating fans, hard drive or optical drive

activity, startup chime, etc.

Deep Dive

Check Result Action CodePower ON system. Verify if1.there is any indication that thesystem has powered up (fanrotation, hard drive or opticaldrive noise, backlight turns on).

Yes The symptom is poweringup. Jump to Wont Start Upsymptom ow.

No Go to step 2.
http://xkcd.com/518/http://service.info.apple.com/QRS/en/quickreference.pdfhttp://service.info.apple.com/QRS/en/quickreference.pdfhttp://xkcd.com/518/


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Remove front bezel and locate2.diagnostic LEDs on logic board.Plug power cord into system.Verify whether diagnostic LED#1 turns ON.

Yes Trickle voltage being suppliedby power supply. Go to step 3.

No Replace power supply.

Press power button while3. monitoring diagnostic LEDs.Does diagnostic LED #2 turnON and remain ON afterpressing the power button?

Yes Power supply functioning andlogic board detects supplyvoltages. Jump to Wont StartUpsymptom ow.

No Go to step 5.

Disconnect power then remove4.power supply and carefullyinspect AC inlet and DC outputconnectors and cables fordamage or poor connections.Were any problems identied?

Yes Replace damaged part. P16

No Go to step 5.

Inspect power button and5.verify that it is properlyconnected to the logic board.

Yes Visual inspection OK.Go to step 6.

No Reconnect power button.Replace rear housing (whichincludes power button) orlogic board if damage ispresent.

X14

Disconnect power button6.from logic board and verify

continuity between two pinswhen power button is pressed.

Yes Power button is functioningcorrectly. Go to step 6.

No Power button faulty. Replacerear housing which includespower button.

X16

Press power button and verify7.whether system turns ON.

Yes Power supply is functioning.If system still does not boot

jump to Wont Start Upsymptom ow.

No Replace power supply. Retest. P01

Note: If No Power symptom persists after all steps have been followed use MinimumConguration troubleshooting to proceed. Try disconnecting the hard drive, optical drive,AirPort, and Bluetooth modules to determine if one of them is preventing the power supplyfrom functioning.


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Wont Start Up

Quick Check


Wont Start UpNo startup chime.Error tones during startup.Grey screen with fan noise, orother noise.Will not progress beyondApple logo or spinning gear.

Isolate OS by starting up from original install1.media for the computer, the same make andmodel computer in Target Disk Mode, orcompatible known-good OS on an external drive.Both AirPort and Bluetooth services are availablewhen booted from the Install disk.

Reset SMC and PRAM to clear any stored,2.corrupted information.

Start up in Safe Mode by holding the shift key3.down during startup to load only required kernelextensions and disable all startup and login

items. See KBase articlehttp://support.apple.com/kb/HT1564

If system generates error tones there may be an4.issue with the SDRAM. See KBase articlehttp://support.apple.com/kb/HT2341

Identifying when in the startup process the5.computer hangs can help isolate the issue.See KBase articlehttp://support.apple.com/kb/HT2674for information on the Macintosh startupsequence, error codes and symbols used.

Deep Dive

Check Result Action Code

Boot the computer to Apple1.Hardware Test on the InstallDVD. Does the computer bootup to this volume?

Yes Run the extended testsand proceed with results. IfAHT passes or boots with amemory error, go to step 2.

No Go to step 2.

Remove the installed SDRAM,2.and test with known-goodSDRAM. Does the computerstartup properly now?

Yes SDRAM issue. Replace SDRAM.Issue resolved.

X02

No Go to step 3.
http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT2341http://support.apple.com/kb/HT2674http://support.apple.com/kb/HT2674http://support.apple.com/kb/HT2674http://support.apple.com/kb/HT2341http://support.apple.com/kb/HT1564


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Remove the coin battery on3.the logic board, and leave outfor approximately 1 minute.

Then reinstall the battery. Thiswill reset the logic board. Doesthe computer startup properly

now?

Yes Issue resolved by logic boardreset. Measure DC voltageon the battery touching thebattery with the red probe,and grounding with the blackprobe. If voltage is 2.7v or less,

replace the battery. See KBasearticle http://support.apple.com/kb/HT3250for detailson using a digital multi-meter.

No Go to step 4.

Remove AirPort card and test.4.Does the computer startupproperly now?

Yes Go to AirPort Card KernelPanicsymptom ow.

No Go to step 5.

Disconnect the hard drive SATA5.

cable and startup to the InstallDVD on the optical drive, oran external volume. Does thecomputer startup properlynow?

Yes Go to Hard Drive Not

Recognizedsymptom ow.

No Go to step 6.

Disconnect the optical drive6.and test. Does the computerstart without kernel panic now?

Yes Go to Optical Drive NotRecognizedsymptom ow.

No Replace logic board. M02
http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250http://support.apple.com/kb/HT3250


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Intermittent Shutdown

Quick Check


Intermittent ShutdownPowers o during startup.Powers o during desktop use.Computer restartsspontaneously.Powers o when waking fromsleep.

Isolate OS by starting up from original Install1.media for the computer, the same modelcomputer in Target Disk Mode, or compatibleknown-good OS on an external drive. BothAirPort and Bluetooth services are available whenbooted from the Install disc.


Start up in Safe Mode by holding the shift key3.down during startup to load only required kernelextensions and disable all startup and login

items. See KBase articlehttp://support.apple.com/kb/HT1564

Open System Preferences > Energy Saver >4.Schedule and make sure that a Shut Down eventis not scheduled.

Make sure that power cord is securely attached to5.the back of the computer, and is not hindered bya desk or other furniture.

Plug the computer directly into an AC outlet to6.test whether a surge protector, outlet strip, or UPSis causing the issue.

Deep Dive


Verify improper shutdown1.by opening the system.loglocated in /var/log. Filter thelog for shutdown cause. Entriesof value 0 or a negativevalue indicate an improper

shutdown. Did you nd entriesof improper shutdown?

Yes Determine if user causedimproper shutdown. Useknown-good AC power cordand AC outlet. Go to step 2.

No Revisit Quick Check examples

for possible software issues.Check if user is runningother automating softwarethat may be shutting downsystem. Verify issue and jumpto appropriate symptomow. No repair needed undercurrent symptom ow.
http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT1564


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With known-good AC power2.cord and AC outlet, does theunit continue to shutdown?

Yes Go to step 3.

No AC power cord/ outlet issue.Issue resolved.

X03

Disconnect the hard drive3.

power cable from the harddrive and start the machinefrom the Install DVD, the samemake and model computerin Target Disk Mode, orcompatible known-good OSon an external drive. Doesthe computer continue toshutdown?

Yes Go to step 4.

No Possible bad software or harddrive. Go to Hard Drive NotRecognizedsymptom ow.

Inspect and reseat DC power4.cable and AC inlet connectionsto power supply and logic

board. Was damage observedon the cables or connectors.

Yes Replace damaged cable.Retest. Return to step 1 ifproblem continues.

X03

No Go to step 5.

Install known-good power5.supply. Does system continueto restart or shutdown?

Yes Reinstall original powersupply. Replace logic board.Go to step 6.

No Power supply issue.Issue resolved.

P02

After logic board replacement.6.does the computer continue toshutdown?

Yes Use Minimum Congurationtroubleshooting to isolatefailed module.

No Logic board issue.Issue resolved.

M08


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Kernel Panic, System Crashes

Quick Check


Kernel Panic, System CrashesKernel panic on startup ordesktop use.System freeze during use.System freeze upon wake fromsleep.

Isolate OS by starting up system from original1.Install media for the computer, the same makeand model computer in Target Disk Mode, orcompatible known-good OS on an external drive.Both AirPort and Bluetooth services are availablewhen booted from the Install disc.

Ensure that all software and rmware updates for2.the computer have been installed.


Start up in Safe Mode by holding the shift key4.

down during startup to load only required kernelextensions and disable all startup and loginitems. See KBase articlehttp://support.apple.com/kb/HT1564

Check the panic.log, located /Library/Logs/5.Panicreporter, for information in the backtracethat may give clues about the kernel panic.

For more information on kernel panics refer to6.KBase articlehttp://support.apple.com/kb/HT1392

Deep Dive


Boot the machine to Apple1.Hardware Test on the InstallDVD. Does the computer bootup to this volume?

Yes Run the extended tests andproceed with results. If AHTpasses or boots with a kernelpanic, go to step 2.

No Go to step 2.

Remove all peripheral devices2.including the keyboard andmouse. Does computer startwithout kernel panic?

Yes Add peripheral devices one ata time until the kernel panicrepeats. Replace the devicecausing the issue.

No Go to step 3.
http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT1564http://support.apple.com/kb/HT1392http://support.apple.com/kb/HT1392http://support.apple.com/kb/HT1564


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Use known-good SDRAM in3.the system. Does the computerstart without kernel panic now?

Yes Install users SDRAM and test.If kernel panic repeats, replaceSDRAM. Verify that the correctSDRAM is being used.

X01

No Go to step 4.

Remove AirPort card and4.test. Does the computer startwithout kernel panic now?

Yes Go to AirPort Card KernelPanicsymptom ow.

No Go to step 5.

Disconnect the hard drive SATA5.cable and startup to the InstallDVD on the optical drive, oran external volume. Does thecomputer start without kernelpanic now?

Yes Go to Hard Drive NotRecognizedsymptom ow.

No Go to step 6.

Disconnect the camera/6.microphone cable. Does thecomputer start without kernelpanic now?

Yes Go to Camera Issuessymptom ow.

No Go to step 7.

Disconnect the audio board7.and test. Does the computerstart without kernel panic now?

Yes Replace audio board. X99

No Go to step 8.

Disconnect the optical drive8.and test. Does the computerstart without kernel panic now?

Yes Go to Optical Drive NotRecognizedsymptom ow

No Replace logic board.


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No Video

Unlikely cause: hard drive, optical drive, speakers, camera, microphone

Quick Check


No VideoNo image.Backlight failure.

Check brightness setting.1.

For no-video issues, connect an external2.display to verify whether iMac video circuitry isfunctioning. If image appears on external displaygo to Backlight Issue/No Backlightsymptomow.

Reset SMC.3.

Deep Dive


Verify boot chime present and1.fans running when systempowered ON. (Reset SMC andclear PRAM if necessary forproper boot up.)

Yes Power ON self test OK. Bootsequence started.Go to step 2.

No Go to Wont Start Upsymptom ow.

Verify whether image is visible2.

on LCD panel.

Yes Video present. Verify system

functionality and return touser or jump to appropriatetroubleshooting ow.

No Go to step 3.

Connect supported external3.display. Verify whether imageappears on external displaywhen system is booted.

Yes External display detected bysystem. Video circuitry onlogic board functional. Go toBacklight Issue/No Backlightsymptom ow.

No Go to step 4.

Remove glass panel and front4.bezel. Do all three diagnosticLEDs turn ON shortly after thesystem is powered ON?

Yes Internal video circuitryfunctional andcommunicating with LCDpanel. Go to Backlight Issue/No Backlightsymptom ow.

No Replace logic board. Retest. M03


28/193


Corrupted Video

Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone

Quick Check


Corrupted VideoText and graphics appear fuzzyImage corrupted

Set System Preferences/Display LCD panel to1.native resolution. Non-native resolutions areunable to produce optimal clarity.

Make sure all relevant software updates have2.been applied. Graphics driver updates may beincluded with software updates.

When the issue occurs take a screenshot of the3.display (Command-Shift-3). View the screen shotle on another known-good computer. If the

image corruption can be seen in the screenshotthen the issue is with the video drivers, software,or video/logic board. If the issue cannot be seenin the screenshot then the LCD panel and LVDScable should be tested further.

Clean the outside surface of glass panel using4.provided cleaning cloth.

Boot from install DVD or another known-good5.volume to determine whether a potentialsoftware/driver issue exists.

Deep Dive


Boot from Install DVD and1.verify whether issue is stillvisible.

Yes Go to step 2.

No Issue likely caused bysoftware or driver issue.

Troubleshoot for softwareissues. Make sure all softwareupdates have been installed.

Verify whether issue is visible2.on an external display attachedto the DisplayPort.

Yes Issue is NOT caused byinternal LCD panel.Go to step 3.

No Go to step 5.


29/193


Remove logic board, inspect3.connectors for damage orcorrosion then reinstall. Verifywhether issue still occurs.

Yes Replace logic board.Go to step 4.

M04

No Issue likely caused by poorconnection. Return computerto user.

M04

Verify whether issue is still4.present with replacement logicboard installed.

Yes Return to step 1 and retest. X04

No Issue resolved withreplacement logic board.Return computer to user.

M04

Remove LVDS cable from LCD5.panel and logic board andcarefully verify whether thereis damage to the cable orconnectors.

Yes Replace LVDS cable.

No Reinstall LVDS cable.Go to step 6.

Verify whether issue is still6.visible after reinstalling LVDScable.

Yes Replace LCD panel.Go to step 7.


M04

Verify whether issue is still7.present with replacement LCDpanel installed.

Yes Return to step 1 and retest.

No Issue resolved withreplacement LCD panel.Return computer to user.

L04


30/193


Burnt Smell/Odor

Unlikely cause: speakers, microphone, enclosure

Quick Check


Burnt Smell/OdorBurning smellUnusual odor

Verify source of smell/odor is emanating from the1.system.

If system is new refer to KBase article2.http://support.apple.com/kb/TA22044for information on new computer odors.

Disconnect all third-party devices and conrm3.whether the odor is being generated by thedevice.

Inspect air intake and air outlets for obstructions.4.

To prevent overheating make sure thereis sucient clearance to allow air to owunobstructed into and out of the system.

Verify whether system is functional.5.

Deep Dive


Verify whether the source of1. the odor can be identiedby visually inspecting eachmodule and its associatedcables for signs of burned ordamaged components, smokeresidue, burned traces, ormelted or damaged wiring,

Yes Replace aected module(s).Go to step 2 P08

No Unable to locate source ofodor. Go to step 3.

Disconnect all third-party2.devices and cables. Power ONsystem and verify whethersmoke or strong odor returns.

Yes Power down systemimmediately. Go to step 3.

No System functions correctly.

Verify system functionalitywith third-party devices andcables and return systemto user if problem has beenresolved. Consult third-partycompanies as needed forissues with those products.
http://support.apple.com/kb/TA22044http://support.apple.com/kb/TA22044http://support.apple.com/kb/TA22044


31/193


Can the source of the odor be3.located using nose?

Yes Replace aect module(s) andretest system.

P08

No Contact Apple for assistanceif you feel that there is apossible safety issue with thecomputer that has not beenresolved in the previous steps.

Uncategorized Symptoms

Quick Check


Uncategorized SymptomsUnable to locate appropriatesymptom code.

Make sure system is plugged into a known-good1. outlet.

Listen for boot chime, fan, optical drive, or hard2.drive noise which indicates system is poweringup. If noise is heard, go to Wont Start Upsymptom ow. If no noise is heard go to NoPower, Dead Unitsymptom ow.

Attempt to boot from Install DVD to isolate3.possible software issues.

Deep Dive


Verify whether existing1.symptom code applies to theissue reported by the user.

Yes Jump to appropriatesymptom code ow.

No Document reported failureand send feedback [email protected] that a suitablesymptom code wasnt found.

Provide as much detail aspossible.

N99
mailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)mailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)


32/193

iMac (20-inch, Early/Mid 2009) Symptom Charts Display 322009-05-01

Display

Backlight Issue/No Backlight

Unlikely cause: hard drive, optical drive, speakers, camera, microphone

Quick Check


Backlight Issue/No BacklightNo imagePartial backlight failureBacklight ickersDisplay dim

Check System Preferences > Displays > Brightness1.control setting is above minimum.

For no-image issues connect an external2.display to verify whether iMac video circuitry isfunctioning. Go to No Videosymptom ow if no

image is visible on external display.

Deep Dive


Verify boot chime present and1.fans running when systempowered ON. (Reset SMC andclear PRAM if necessary for

proper boot up.)

Yes Power ON self test OK. Bootsequence started. Go to step2.

No Go to Wont Start Upsymptom ow.

Verify whether image is visible2.on LCD panel.

Yes Video present. Verify systemfunctionality and return touser or jump to appropriatetroubleshooting ow.

No Go to step 3.

Connect supported external3.display. Verify whether image

appears on external displaywhen system is booted.

Yes External display detected bysystem. Video circuitry on

logic board functional. Go tostep 4.

No Go to No Videosymptomow.


33/193


Verify if LCD backlight is ON4.by looking for faint glowfrom display when viewed indarkened room with brightnessset at maximum.

Yes Internal LCD panel backlightis functioning. Go to step 6.

No Go to step 5.

Shine bright (low heat)5. ashlight onto the front of theLCD. With the system poweredON verify whether a faint imageis visible.

Yes LCD panel functional butbacklight is not ON. Inspectand reseat four backlight bulbconnectors connecting LCDpanel to inverter, and inverterconnection to logic board.Go to step 6.

No No image or backlight.Go to step 7.

Power ON system. Verify6.whether image is visible on

LCD panel.

Yes Issue resolved by cable reseat.Return computer to user.

M24

No Replace inverter. Retest. Go tostep 7 if issue is still present.

L03

Remove screws securing LCD7.panel and inspect LVDS cableand connections for damage.Reinstall. Power ON system.Verify whether image is visibleon LCD display.

Yes Issue cause by loose LVDSconnection. Verify systemfunctionality and returnsystem to user.

M24

No Connecting external displayin earlier step conrmed thatlogic board video circuitryis functioning. Replace LVDScable rst, then LCD panel if

the issue persists. Retest.

L03


34/193


Noise / Unstable Flickering

Unlikely cause: camera, microphone

Quick Check


Noise / Unstable FlickeringUnstable imageFlickering imageHumming noise from displayHigh frequency noise fromdisplay

Verify that intake vent on the bottom of the1.system is not obstructed.

Inspect system for 3rd party software that is2.being used to set fan speeds to a higher thannormal RPM. Some users may use this softwareto monitor and control internal temperaturespotentially causing higher fan speeds to generatehigher than expected noise levels.

Deep Dive


Verify if user issue is due to1.ickering or an unstable imageon the LCD.

Yes Suspected ickering issue, goto step 2.

No For audible noise issues go tostep 8. All other issues go toappropriate symptom ow.

Connect a supported external2. display to the DisplayPort.Verify whether issue occurswith external display.

Yes Suspect issue with videocircuitry. Go to CorruptedVideosymptom ow.

No Video circuitry OK. Go to step3.

Disconnect and carefully3.inspect the LVDS and backlightbulb connections for signs ofdamage, corrosion, or pinchedwires. Were any problemsobserved?

Yes Replace damaged cable(s)where needed, otherwisereattach connectors. Retest.

L06

No Go to step 4.


35/193


Power ON system and verify4.whether the issue still occurs.

Yes If connections are secure andthe display is still ickering,go to step 5.

No Issue was caused by a poorconnection between display

and logic board or inverter.Return computer to user.

Shine bright (low heat)5.ashlight into the front of theLCD. Verify if an image is beingdisplayed when ickering issueis occurring.

Yes Image present but backlightis ickering. Replace inverterthen retest.

L06

No Replace LCD panel thenretest.

L06

Verify whether noise varies6.when adjusting the brightnesslevel up and down.

Yes Noise appears to begenerated by the LCD panelor backlight circuitry. Go to

step 7.

No Noise is from another source.Go to Noise/Hum/Vibrationsymptom ow.

Verify whether noise can be7.heard when computer is setup with user seated in normaluser position. Adjusting thebrightness level up and downmay be necessary to recreatethe issue.

Yes Replace inverter. Go to step 8. L06

No Noises that are not audiblefrom the normal user positionare considered acceptable.Return computer to user.

Verify whether noise is still8.present.

Yes Replace LCD display. Retest. L06

No Noise issue resolved. Returncomputer to user.

L06


36/193


LCD Image Issues


Quick Check

Symptom Quick Check

LCD IssuesIncorrect/missing colorsDistorted/blurred imagePixel anomaliesVertical/horizontal linesNon-uniform brightness

Allow display to reach normal operating1.temperature for about 15 minutes beforeevaluating front-of-screen performance.

Check display preferences for use of custom2.display prole.

Check brightness setting.3.

Clean glass panel while checking for dust/debris.4.

Deep Dive: General


Verify if issue is incorrect/1.missing colors.

Yes Go to incorrect/missingcolors.

No Go to step 2.

Verify if issue is distorted/2.blurred image.

Yes Go to distorted/blurredimage.

No Go to step 3.Verify if issue is bright or dark3.pixel anomalies.

Yes Go to pixel anomalies.

No Go to step 4.

Verify if issue is vertical or4.horizontal lines.

Yes Go to vertical/horizontallines.

No Go to step 5.

Verify if issue is non-uniform5.brightness.

Yes Go to non-uniformbrightness.

No LCD functioning OK. Returnto appropriate symptom chartif user issue is still present.


37/193


Incorrect/Missing Colors


Quick Check


Incorrect/Missing ColorsWrong color displayColor/contrast issues

Allow display to reach normal operating1.temperature for about 15 minutes beforeevaluating front-of-screen performance.

Verify that System Preferences/Display settings2.are congured to use the default display prole.

Verify System Preferences/Universal Access/3.Display Enhance contrast, Use grayscale, andBlack on White/White on Black settings are setto defaults.

Deep Dive


Verify system has been warmed1.up for ~15 minutes to stabilizebacklight before continuing.

Yes Go to step 2.

No Allow system to warm up forapproximately 15 minutesthen go to step 2.

Verify that the LVDS and2.backlight connections betweenthe logic board and LCD aresecure.

Yes Go to step 3.

No Reseat connections, replacedamaged cable(s) if needed.Retest.

L14

Set desktop pattern in system3.preferences to Solid Gray Light.Verify if incorrect/missing colorissue aects entire display.

Yes Suspect poor videoconnection. Replace LVDScable.

L14

No Go to step 4.

Set up display under test side4.

by side with another known-good display showing thesame image. Verify if issue isnoticeably worse on the displaybeing tested.

Yes Replace LCD panel. L02

No Small variations in coloruniformity across display arenormal and do not warrantreplacement or repair of thedisplay. Return computer touser.


38/193


Distorted/Blurred Image


Quick Check


Distorted/Blurred ImageText and graphics appear fuzzyImage corrupted

Set System Preferences/Display LCD panel to1.native resolution. Non-native resolutions areunable to produce optimal clarity.

Clean outside surface of glass panel using2.provided cleaning cloth.

Boot from install DVD to determine whether3.potential software issue exists.

Deep Dive



Yes Go to step 2.





No Go to step 5.

Remove logic board, inspect3.connectors for damage orcorrosion then reinstall. Verifywhether issue still occurs.


M04


M04




M04


39/193





Verify whether issue is still6. visible after reinstalling LVDScable.



M04




L04


40/193


Pixel Anomalies

Unlikely cause: logic board, power supply, hard drive, optical drive, fans, speakers, camera,microphone

Quick Check


Pixel AnomaliesDark dot anomaliesBright dot anomaliesDebris on inside surface ofglass panelDebris on surface of LCD panel

Clean outside surface of glass panel using1.provided cleaning cloth.

For information about pixel anomalies, see kBase2.article: http://support.apple.com/kb/HT1721

Deep Dive


Determine if defects are dust/1.debris on surface of glass panelor LCD.

Yes Clean LCD/glass panel.

No Go to step 2.

Determine if bright pixel2.defects exceed the acceptablenumber. See kBase articlehttp://support.apple.com/kb/HT1721


No LCD panel meets bright pixeldefect specications. Go tostep 3.

Determine if dark pixel defects3.exceed the acceptable number.See kBase article http://support.apple.com/kb/HT1721

Yes Replace LCD panel L08

No LCD panel meets dark pixeldefect specications. Go tostep 3.

Determine if the combination4.of bright/dark pixel defectsexceed the acceptable

number. See kBase articlehttp://support.apple.com/kb/HT1721


No Explain to user that LCD

panel is operating withinspecications for pixel defects.Do not replace LCD panel.
http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721http://support.apple.com/kb/HT1721


41/193


Vertical/Horizontal Lines


Quick Check


Vertical/Horizontal LinesVertical linesHorizontal lines

Boot from install DVD to determine whether1.potential software issue exists.

Verify if issue is visible on an external display.2.

Deep Dive



Yes Go to step 2.





No Go to step 5.Remove logic board, inspect3.connectors for damage orcorrosion then reinstall. Verifywhether issue still occurs.


M04


M04



No Issue resolved withreplacement logic board.

Return computer to user.

M04





42/193


Verify whether issue is still6.visible after reinstalling LVDScable.



M04




L04


43/193


Non-Uniform Brightness


Quick Check


Non-Uniform BrightnessBrightness not uniformColor not-uniform

Verify System Preferences > Displays > Brightness1.level control is set above minimum.

Allow 15 minutes for backlight bulbs to reach2.normal operating temperature and output beforeevaluating display.

Visually inspect glass panel for presence of dust,3.cigarette smoke, or other contaminants. Cleanglass panel if needed.

Deep Dive


Determine if brightness1.uniformity issue is visible afterdisplay has warmed up for ~15minutes.

Yes Go to step 2.

No Display backlight can takeseveral minutes to stabilize.Retest. If issue still not visiblereturn computer to user.

Use user provided examples2.showing brightness uniformityissue. Determine if variation inuniformity appears excessivewhen compared to anothersimilar unit.

Yes Go to step 3.

No Demonstrate to user that LCDperforms similarly to anotherunit of the same make andmodel.

Remove front bezel and3.loosen screws securing LCD.Determine if brightnessuniformity improves.

Yes Inspect for mechanicalinterference with screws,chassis, wires making contactwith back of LCD. Reseatcomponents & cables; retest.

No Go to step 4.

With LCD panel screws4.removed inspect and thenreconnect the backlightcables. Determine if brightnessuniformity improves.

Yes One or more backlightconnections were loose.Return computer to user.

L14

No Replace LCD panel. L07


44/193


Cosmetic Defects

Quick Check


Cosmetic Defects to LCDCracked LCDScratched LCD polarizerScorched or melted LCDLCD impact damageForeign material on LCD orback side of glass panel.

Determine whether damage was caused by1.user environment, accidental damage, or abuse.If applicable, inform the user that Apple doesnot warrant damage caused by accident, abuse,misuse, ood, re, earthquake, or other externalcauses. For more information refer to:http://www.apple.com/legal/warranty

For dark and bright pixel anomalies, go to2.Pixel Anomaliessymptom ow.


Quick Check


Uncategorized SymptomsUnable to locate appropriatesymptom code.

Make sure brightness level is set above minimum.1.

Clean glass panel using provided cleaning cloth2.to make sure that external contaminants areremoved prior to evaluating display performance.

Allow the iMac display to warm up approximately3.15 minutes before evaluating display color andbrightness uniformity performance.

Deep Dive




No Document reported failureand send feedback [email protected] that a suitablesymptom code wasnt found.Provide as much detail aspossible.

N99
http://www.apple.com/legal/warrantymailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)mailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)http://www.apple.com/legal/warranty


45/193

iMac (20-inch, Early/Mid 2009) Symptom Charts Mass Storage 452009-05-01

Mass Storage

Hard Drive Not Recognized

Unlikely cause: LCD panel, power supply, fans, speakers, camera, microphone

Quick Check


Drive Not Recognized (H01)Drive No Boot (H02)

Flashing Question MarkBoots to Grey ScreenBoots to Blue Screen

Use a known-good mouse. A stuck mouse button1.will not allow boot.

Boot from Install DVD. Verify S.M.A.R.T. status of2.drive using Disk Utility.

Repair disk using Disk Utility.3.

Erase disk and reinstall Mac OS using Install DVD.4.

Use Target Disk Mode to attempt to mount5.users hard drive on a known-good computer. Ifmounted, use Disk Utility on host computer forQuick Checks 2, 3 and 4.

Deep Dive

Check Result Action CodeBoot from Install DVD and run1.Disk Utility. Verify that userhard drive is available for DiskUtility to repair.

Yes Go to step 2.

No Go to step 5.

Run Disk Utility Repair Disk2.function and verify that itcompletes successfully.

Yes Go to step 3.

No Go to step 4.

Reboot computer. Verify that3.system boots successfully and

that Disk Utility Verify functionreports no errors.

Yes Data error Issue resolved.Return computer to user.

H07

No Go to step 4.

Erase disk and reinstall Mac OS4.using Install DVD. Verify thatinstallation process completes.

Yes Go to step 8.

No Go to step 5.


46/193


Inspect hard drive SATA and5.power cables and connectorsfor bent pins, or other damageto the cable.

Yes Replace damaged cable.Go to step 8.

H04

No Go to step 6.

Reseat SATA and logic board6.

hard drive connections andverify whether computer startsup.

Yes Go to step 8.

No Replace SATA cable.Go to step 8.

H04

Test with known-good hard7.drive. Verify that system bootssuccessfully and that Disk utilityVerify function reports noerrors.

Yes Install user drive. Go to step 9.

No SATA cable veried orreplaced and known-goodhard drive installed. Suspectpossible SATA controllerissues. Replace logic board.Go to step 1.

Reboot computer. Verify that8. system boots successfully andthat Disk Utility Verify functionreports no errors.

Yes Issue resolved. Return systemto user.

No Go to step 7.

Reboot computer. Verify that9.system boots successfully andthat Disk Utility Verify functionreports no errors.

Yes Issue resolved.

No Hard drive appears to bedefective. Go to step 10.

Replace hard drive. Does drive10.format correctly with a GUIDpartition map and install Mac

OS X without errors?

Yes Issue resolved by replacinghard drive.

H05

No SATA cable veried orreplaced and new hard driveinstalled. Replace logic board.

M19


47/193


Hard Drive Read/Write Error


Quick Check


Drive Read/Write Error (H03)Drive Bad Sector/Defective (H05)Drive Formatting Issues (H07)

Cannot save documentsRead/write error messageHang when accessing or savingdata

Boot from Install DVD. Verify S.M.A.R.T. status of1.drive using Disk Utility.


Erase disk and reinstall Mac OS using Install DVD.3.

Use Target Disk Mode to mount users hard drive4.on a known-good computer. Use Disk Utility onhost computer for Quick Checks 1 through 4.

Deep Dive



Yes Go to step 2.

No Go to step 3.

Reboot computer. Verify that2.system boots successfully andthat Disk Utility Verify function

reports no errors.

Yes Data error. Issue resolved.Return computer to user.

H07

No Go to step 3.

Erase disk and reinstall Mac OS3.using Install DVD. Verify thatinstallation process completes.

Yes Go to step 7.

No Go to step 4.

Inspect hard drive SATA and4.power cables and connectorsfor bent pins, or other damageto the cable.

Yes Replace damaged cable.Go to step 7.

H04

No Go to step 5.

Reseat SATA and logic board5.hard drive connections and

verify whether computer startsup.

Yes Go to step 7.

No Replace SATA cable.Go to step 7. H04

Test with known-good hard6.drive. Verify that system bootssuccessfully and that DiskUtility Verify function reportsno errors.

Yes Install user drive. Go to step 8.

No SATA cable veried orreplaced and known-goodhard drive installed, Replacelogic board.


48/193



Yes Issue resolved. Return systemto user.

No Go to step 6.


Yes Issue resolved.

No Hard drive appears to bedefective Go to step 9.

Replace user hard drive. Does9.drive format correctly with aGUID partition map and installMac OS X without errors?

Yes Issue resolved by replacinghard drive.

No SATA cable veried orreplaced and new hard driveinstalled. Replace logic board.

Hard Drive NoisyUnlikely cause: LCD panel, logic board, power supply, speakers, camera, microphone

Quick Check


Hard Drive Noisy (H06)Noise during start upNoise during operation

Noise when drive is copying orsaving data

Start up from Install DVD. Verify S.M.A.R.T. status1.of drive using Disk Utility.


Determine if noise is comparable to another3.machine of the same model.

Deep Dive


Boot from the Install DVD and1.run Disk Utility. Verify that user

hard drive is available for DiskUtility to repair.

Yes Go to step 2.

No Go to Hard Drive NotRecognizedsymptom ow


Yes Go to step 3.

No Go to step 4.


49/193


Restart the computer. Verify3.whether the noise is stillpresent.

Yes Go to step 6.

No Data error issue resolved byDisk Utility. Return system touser.

H06

Erase disk and reinstall Mac OS4. using Install DVD. Verify thatinstallation process completes.Note: Make sure data has beenbacked up before erasing harddrive.

Yes Go to step 3.

No Replace hard drive.Go to step 5.

H06

With replacement hard drive5.installed reboot computer.Verify whether noise is stillpresent.

Yes Go to step 6.

No Issue resolved by replacinghard drive.

With hard drive removed6.

verify that rubber vibrationisolation grommets areproperly installed in hard drivemounting bracket.

Yes Go to step 8.

No Replace hard drive mountingbracket. Go to step 7.

H06

Reboot computer. Verify7.whether noise is still present.

Yes Replace hard drive.Go to step 6.

No Noise caused by chassis/ harddrive bracket. Return systemto user.

Disconnect hard drive SATA and8.

power connections then bootfrom the Install DVD. Determineif noise is caused by the fans inthe computer.

Yes Go to Fan Failures/Thermal

Issuessymptom ow.No Go to step 9

Disconnect the hard dive9.SATA and optical drive thenboot from an external volume.Determine if the noisedisappears when the opticaldrive has been disconnected.

Yes Posible optical drive or mediaissue. Go to Optical DriveNoisysymptom ow.

No Noise issue still present, butdoes not appear to be causedby hard drive. Go to Noise/Hum/Vibrationsymptom

ow.


50/193


Optical Drive Not Recognized


Quick Check


Drive Not Recognized/Mount(J05)

Discs inject and eject, but donot appear in Finder

Use Apple System Proler Serial-ATA section to1.see if the optical drive and any inserted mediaappears.

Check Finder Preferences and make sure CDs,2.DVDs and iPods is checked under Show theseitems on the desktop in the General section.

Check both CD and DVD media. If only one type3.of media is recognized, there is a laser issue.Replace optical drive (J03).

Deep Dive


Is the optical drive listed in the1.Serial-ATA section of the AppleSystem Proler?

Yes Go to step 2.

No Go to step 3.

Test both CD and DVD media.2.

Can drive read both CD mediaand DVD media?

Yes Go to step 6.

No Drive has a laser issue.Replace the optical drive. Ifboth types media fail, checkFinder Preferences then go tostep 3.

J03

Reseat SATA cable connections3.at logic board and optical drive.Do both types of media readreliably now?

Yes Go to step 6.

No Go to step 4.

Connect known-good optical4.drive to SATA cable. Do bothtypes of media reliably readnow?

Yes SATA cable and port on logicboard good. Go to step 5.

No Replace SATA cable and test(X03). If issue persists, replacelogic board (M19). Go to step6.


51/193


Connect original optical drive5.to known-good SATA cable. Doboth types of media reliablyread now?

Yes SATA cable issue. ReplaceSATA cable. Go to step 6.

X03

No Go to step 2.

Test read compatible known-6.

good CD and DVD media(Install DVD). Verify media isrecognized and reads reliably.

Yes Issue resolved.

No Replace optical drive. J03

Optical Drive Wont Accept/Eject Media


Quick Check


Drive Wont Accept Media (J01)Drive Wont Eject Media (J02)

Cannot insert a disc into thedriveCannot eject a disc placed intothe drive

Use Apple System Proler Serial-ATA section1.to see if the optical drive appears. If not, go toOptical Drive Not Recognizedsymptom ow.

Restart computer and hold down mouse button2.or keyboard eject key to cycle optical drive.

Inspect optical drive slot for obstructions.3.

Deep Dive


Verify that optical drive is listed1.in the System Proler devicetree for Serial-ATA devices.

Yes Optical drive communicatingwith logic board. Go to step 5.

No Logic board notcommunicating with opticaldrive. Go to step 2.

Verify all connection between2.logic board, ex cable, andoptical drive are secure. Visuallyinspect cables and connectorsfor any debris, damage or bentpins. Verify that the opticaldrive is listed in the SystemProler device tree.

Yes Optical drive communicatingwith logic board. Go to step 5.

No Replace damaged cablesand retest. If connectionsare good and with no visiblecable damage, go to step 3.

X03


52/193


Connect known-good optical3.drive to SATA cable. Verify thatknown-good optical drive islisted in the System Prolerdevice tree.

Yes Go to step 4.

No Suspect SATA cable.Go to step 7.

With known-good optical drive4. installed, test for media inject/eject. Verify drive accepts andejects known-good media.

Yes Known-good optical driveresolved inject/eject issue.Replace optical drive.

J03

No Go to step 7.

Inspect optical drive slot during5.disc insert/ eject. Verify thatdiscs can be inserted easily.

Yes Go to step 6.

No Replace damaged opticaldrive. Note: It may be possibleto reinstall the optical drivebezel to correct this issue.

J03

With known-good optical6. media (Install disc), test formedia inject/eject. Does driveaccept and eject known-goodmedia?

Yes Media issue. No repairnecessary. Suggest userinvestigate use of dierentmedia.

No Go to step 3.

Replace SATA cable then test7.for media inject/eject. Doesdrive inject and eject known-good media?

Yes SATA cable resolved issue.Return system to user.

X03

No SATA cable veried orreplaced, and optical driveveried or replaced. Replace

logic board and retest.

M19


53/193


Optical Drive Read/Write Error


Quick Check


Drive Read/Write Data Error (J03)Errors when writing opticalmedia.Errors when reading opticalmedia.Hang when accessing orpreparing to write data.

Test optical media in another drive of the same1.type in the same type of computer to rule outmedia issue.

Check with known-good discs like the Install2.discs that came with the computer.

For write issues, check with known-good media3.that performs well in another computer andoptical drive of the same type.

Check both CD and DVD media. If only one type4.

of media is producing errors, there is a laser issue.Replace optical drive (J03).

Deep Dive


Is media free to spin without1.optical drive scraping edge orsurface of media?

Yes Go to step 2.


Test both CD and DVD media.2.Can drive read both CD mediaand DVD media?

Yes Go to step 6.

No Drive has a laser issue.Replace the optical drive. Ifboth types media fail, go tostep 3.

J03


Yes Go to step 6.

No Go to step 4.

Connect known-good optical4. drive to SATA cable. Do bothtypes of media reliably readnow?

Yes SATA port on logic boardgood. Go to step 5.

No SATA port on logic board bad.Replace logic board.

M19


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X03


Test write data to compatible6.

CD and DVD media. Verifyburned media is recognizedand reads reliably.

Yes Issue resolved.


Optical Drive Not Performing to Specications


Quick Check


Optical Drive Not Performing toSpecications (J07)

Read or write speeds slowerthan expected

Test optical media in another drive of the same1.type in same type of computer to rule out mediaissue.

For write issues, check with known-good media2.that performs well in another computer and driveof the same type.

Check both CD and DVD media. If only one type3.of media is producing errors, you have a laserissue. Replace the optical drive (J05)

Deep Dive



Yes Go to step 6.


J03


Yes Go to step 6.

No Go to step 4.


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Connect known-good optical3.drive to SATA cable. Do bothtypes of media reliably readnow?


No Replace SATA cable and test(X03). If issue persists, replacelogic board (M19). Go to step

6.



X03


Test write data to compatible5.CD and DVD media. Verifyburned media is recognizedand reads reliably.

Yes Issue resolved.

No Go to step 7. J03

The balance of some media6.

may not perform at higherspeeds supported by the drive.Does slowing the requestedburn speed allow the discs towrite reliably?

Yes Media issue. No repair

necessary.


Optical Drive Noisy


Quick Check


Optical Drive Noisy (J04)Noise during bootNoise during operationNoise when drive is copying orwriting data

Test optical media in another drive of the same1.type in same model of computer to rule outmedia issue.

Test with known-good discs like the Install discs2.that came with the computer.

Check to see if noise occurs without media in the3.

drive. If so, check if hard drive (H06) or fan (M18)caused noise.


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Deep Dive



Yes Go to step 6.


J03


Yes Go to step 6.

No Go to step 4.

Connect known-good optical3.drive to SATA cable. Do bothtypes of media reliably read

now?


No Replace SATA cable and test(X03). If issue persists, replacelogic board (M19). Go to step6.



X03


Test write data to compatible5.CD and DVD media. Verifyburned media is recognizedand reads reliably.

Yes Issue resolved.

No Go to step 7 J03

The balance of some media6.may not perform at higherspeeds supported by the drive.Does slowing the requestedburn speed allow the discs towrite reliably?

Yes Media issue. No repairnecessary.



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No Document reported failureand send feedback [email protected] that a suitablesymptom code wasnt found.Provide as much detail aspossible.

N99
mailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)mailto:[email protected]?subject=iMac%20(20-inch,%20Early%202009)


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iMac (20-inch, Early/Mid 2009) Symptom Charts Communications 582009-05-01

Communications

AirPort/Bluetooth Issues

Quick Check


AirPort/Bluetooth IssuesUnable to join networks or pairdevicesAirPort card not availableIntermittent device orconnection dropoutsLimited wireless range

Verify that AirPort or Bluetooth is turned ON and1.for AirPort issues make sure that a network isselected.

For AirPort, check if the wireless access point2.requires special connection and encryptionprotocols.

Check for nearby sources of interference such as3.microwave ovens or cordless phones. See kBasearticle http://support.apple.com/kb/HT1365

Check the number of users trying to use AirPort4.in the area for possible network congestion(available bandwidth).

Isolate potential OS issues by starting up from5.the original Install media for the computer, thesame model computer in Target Disk Mode, orcompatible known-good OS on an external drive.Both AirPort and Bluetooth services are availablewhen booted from the Install disc.

Deep Dive


Open System Proler. AirPort1.is listed under Network, whileBluetooth is listed under USB. IsAirPort/Bluetooth recognized?

Yes Install all software updates forAirPort/Bluetooth.AirPort, go to step 3.Bluetooth, go to step 4.

No Remove and reinstall theAirPort/Bluetooth card andretest. If still unrecognized,replace the AirPort/Bluetoothcard. Go to step 2.

M11
http://support.apple.com/kb/HT1365http://support.apple.com/kb/HT1365http://support.apple.com/kb/HT1365


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Ensure that antenna cable(s)2.are connected properly and

not damaged, and all softwareupdates available for AirPort/Bluetooth have been installed.Do connection issues persist?

Yes AirPort, go to step 3.Bluetooth, go to step 4.

No Issue resolved.

Create a computer-to-3.computer network withanother Macintosh computerusing AirPort. See kBase articlehttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.html. Can youconnect successfully?

Yes Network or channel issue.Go to step 5.

No Double check any passwordrequired. Try connectinganother known-goodcomputer to the network.If test computers connect,replace AirPort card.Go to step 6.

M11

Make sure that your Bluetooth4.

device is in discoverable mode,and that your computer is alsoin discoverable mode. Can yousuccessfully and reliably pair adevice now?

Yes Issue resolved.

No Replace Bluetooth card.Go to step 6.

M11

Try connecting to a known-5.good network that does notrequire password or has MACaddress ltering enabled. Canyou connect to a networkreliably now?

Yes Troubleshoot local network.Possible password or MACaddress ltering issue.

No Replace AirPort card.Go to step 6

M11

With the AirPort/Bluetooth card6. replaced and antenna cableinspected for damage andreplaced if necessary, are theconnection issues resolved?

Yes Issue resolved.

No Replace logic board. M11
http://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.htmlhttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.htmlhttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.htmlhttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.htmlhttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.htmlhttp://docs.info.apple.com/article.html?path=AirPort/5.0/en/ap2110.html


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AirPort Card Kernel Panic

Quick Check


AirPort Card Kernel PanicKernel panic on startupKernel panic or freezing whileattempting to connect to wi-networksKernel panic while transferringdata on wi- networks

Isolate OS by starting up from original Install1.media for the computer, the same modelcomputer in Target Disk Mode, or compatibleknown-good OS on an external drive. AirPortservice is available when booted from the Installdisc.

Ensure that all software and rmware updates for2.the computer and AirPort been installed.

Deep Dive


Remove AirPort card. Does1.computer start without kernelpanic?

Yes Reseat AirPort card and retest.If problem continues replaceAirPort card. Go to step 2.

No Possible logic board issue.Go to Kernel Panic/SystemCrashessymptom ow.

With replacement AirPort card2.installed, does computer startwithout kernel panic?

Yes AirPort card issue. Issueresolved.

N13

No Possible logic board issue.Go to Kernel Panic/SystemCrashessymptom ow.


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Ethernet Port/Device Issue

Unlikely cause: LCD display, power supply, hard drive, optical drive, fans

Quick Check


Ethernet Port/Device IssueNo ethernet device presentUnable to access networkresourcesEthernet device shows noconnection

Ethernet device unable to an IPaddressSlow network performance

Check the ethernet cable for damage, try a1.known-good ethernet cable CAT5 or betterrecommended for 100Mbps+ connections.

Check ethernet ports on the Mac and wall/switch2.for dust, debris, damage or bent pins.

Ensure distance from networking infrastructure is3.less than 300 feet/ 105 meters

Verify port, cable and network hardware with a4.known-good system. Isolate rewall, MAC address

ltering or hardware access control devicesIsolate OS by starting up from original Install5.media for the computer, the same modelcomputer in Target Disk Mode, or compatibleknown-good OS on an external drive.

Deep Dive


Visually inspect the ethernet1.port of the computer to ensurethat all pins will make physicalcontact with the CAT5 ethernetcable.

Yes Go to step 2.

No Pins are damaged, bent at ormissing. Replace logic board.

M24

Boot from original Install media.2.Verify Network Link statusactive by using Network Utilityunder the Info tab. Is the LinkStatus Active?

Yes Go to step 3.

No If same ethernet cable givesan Active link status on aknown-good computer ofsame model, replace logicboard

M10


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Connect the computer to3.another Macintosh computerusing CAT5 ethernet cable.See kBase article http://docs.info.apple.com/article.html?path=Mac/10.5/en/8429.

html. Can you connectsuccessfully?

Yes Ethernet communicationgood. Go to step 4.

No If same ethernet cable andcomputer connects to aknown-good computer of

same model, replace logicboard.

M10

Check for speed and duplex4.issues on the network. OpenSystem Preference > Network;click the Advanced button,then the Ethernet tab. Is thespeed and duplex reportedwhat is expected?

Yes Go to step 5.

No Change the speed and duplexsettings. See kBase articlehttp://docs.info.apple.com/article.html?path=Mac/10.5/en/8711.html. Go to step 6.

Check for MTU (Maximum5.Transmission Unit) issues.

See article http://support.apple.com/kb/HT2532. Doeschanging the MTU settings onthe computer resolve the issue?

Yes Go to step 6.

No Ethernet controller damaged.Replace logic board.

M10

If changing the speed, duplex6.or MTU settings allowsconnectivity, check withanother computer of samemodel. Does the known-goodcomputer produce the sameresults?

Yes Check with ISP or NetworkAdministrator concerningspeed, duplex and MTUsettings.

No Verify with known-good OS. Ifthe issue persists, replace thelogic board.

M10

Wireless Input Device Doesnt Pair

Quick Check


Wireless Input Device DoesntPair

Cant get system to recognizethe Bluetooth keyboard ormouse

Remove and reinstall the batteries for the device.1.

Check that device is powering on.2.

Use known-good batteries with the device.3.

Ensure that device is being used within 30-foot4.range for Bluetooth devices.

imac 20 early mid 09

Documents