Imac 27 Late09

 Apple Technician Guide iMac (27-inch, Late 2009) 2010-12-09  Apple Inc. © 2009 Apple Inc. All rights reserved. Under the copyright laws, this document may not be copied, in whole or in part, without the written consent of Apple. Every effort has been made to ensure that the information in this document is accurate. Apple is not responsible for printing or clerical errors. Apple 1 Infinite Loop Cupertino, CA 95014-2084 USA + 1 408 996 1010 www.apple.com Apple, the Apple logo, Mac, and Macintosh are trademarks of Apple Inc., registered in the U.S. and other countries. iMac (27-inch, Late 2009) Contents About This Guide Updates 10 09 December 2010 10 18 November 2010 10 23 February 2010 10 17 February 2010 10 02 February 2010 10 15 December 2009 10 20 November 2009 11 11 November 2009 11 28 October 2009 11 27 October 2009 11 Apple Technician Guide introduced 20 October 2009 11 Feedback 12 Basics Overview 14 Identifying Features 15 Product Configurations 15 Wireless Troubleshooting 15 Safety Precautions 16 Serial Number Location 17 Troubleshooting General Troubleshooting 19 Wireless Troubleshooting 19 Update System Software & Firmware 19 Troubleshooting Theory 19 Hardware vs. Software 20 Power On Self Test (POST) 20 Resetting the System Management Controller (SMC) 20 Resetting Parameter RAM (PRAM) 21 Starting Up in Safe Mode 21 Diagnostics 22 Diagnostic LEDs 24 Location of Diagnostic LEDs 25 LED Startup Sequence 27 Logic Board Test Points 28 Sensor and Fan Connector Locations 29 Block Diagram 30 Symptom Charts 31 Startup and Power 31 No Power, Dead Unit 31 Won’t Start Up 33 Intermittent Shutdown 35 Kernel Panic, System Crashes 37 No Video 39 Corrupted Video 41 Burnt Smell/Odor 44 Uncategorized Symptoms 45 Display 46 Backlight Issue/No Backlight 46 Noise / Unstable Flickering 48 LCD Image Issues 51 Incorrect/Missing Colors 53 Distorted/Blurred Image 54 Pixel Anomalies 57 Vertical/Horizontal Lines 59 Non-Uniform Brightness / Color 61 Cosmetic Defects 62 Uncategorized Symptoms 63 Mass Storage 64 Hard Drive Not Recognized 64 Hard Drive Noisy 67 Optical Drive Not Recognized 69 Optical Drive Won’t Accept/Eject Media 70 Optical Drive Read/Write Error 71 Optical Drive Not Performing to Specifications 73 Optical Drive Noisy 74 SD Card Will Not Insert Into Slot 75 SD Card Not Recognized 76 Uncategorized Symptoms 77 Communications 78 AirPort/Bluetooth Issues 78 AirPort Card Kernel Panic 80 Ethernet Port/Device Issue 81 Wireless Input Device Doesn’t Pair 82 Wireless Input Device Loses Connection 84 Input/Output Devices 87 Apple Remote Inoperable 87 Audio: Microphone 89 Audio: Built-in Speakers Have Distorted Sound 90 Audio: Built-in Speakers Have No Audio 91 Camera Issues 93 FireWire Device Not Recognized 94 USB Device Not Recognized 96 Wired Keyboard Does Not Function Properly 98 Keyboard: Specific Keys Do Not Respond 100 Wired Keyboard/Mouse Not Recognized 100 Uncategorized Symptoms 102 Mechanical 103 Noise/Hum/Vibration 103 Fan Failures / Thermal Issues 106 Stand/Hinge Issues 107 Physical Damage 108 Uncategorized Symptoms 108 Take Apart General Information 110 Opening the Unit 110 Required Tools 110 Cleaning & Handling the Glass Panel 112 Do’s and Don’ts 112 Handling a Broken Glass Panel 113 Safety 118 Logic Board Handling 119 Reassembly Steps 119 Note About Images in This Manual 119 Screw Sizes 119 Access Door 120 Memory 122 Removal 123 Reassembly 123 Glass Panel 124 Removal 125 Reassembly 126 Camera 129 LCD Panel 131 Removal 132 Reassembly 136 Vertical Sync Cable 138 LCD Temp Sensor Cable 139 DisplayPort Cable 140 Audio Ports and Cable 141 Bluetooth Antenna 143 AirPort Antenna 145 Bluetooth Board 147 AirPort Card 149 AirPort Cable 151 AirPort Carrier Board 153 LED Backlight Board 155 Power Supply 157 Removal 158 Reassembly 159 Backlight Pressure Wall 160 Power Supply/Hard drive Pressure Wall 162 Removal 163 Reassembly 163 Hard Drive 165 Removal 166 Reassembly 167 Hard Drive Sensor Cable 168 Removal 169 Reassembly 169 Optical Drive 170 Removal 171 Reassembly 173 Optical Sensor Cable 175 Optical Drive Fan 177 SD Board 179 SD Card Cable 181 IR Board 183 Removal 184 Logic Board 185 Removal 186 Reassembly 190 Video Card 194 Hard Drive Data Cable 197 Removal 198 Optical Drive Data Cable 200 Removal 201 Battery 202 Removal 203 Reassembly 203 Optical Pressure Wall 204 Right Speaker 206 CPU Fan 208 Removal 209 Reassembly 210 Ambient Temp Sensor 211 Removal 212 Reassembly 212 Left Speaker 213 Removal 214 Reassembly 214 Hard Drive Fan 216 Mechanism Cover 218 Mechanism 220 Bluetooth Cable 222 Cable, AC/DC Power/Backlight/SATA 224 Camera Cable 226 Microphone Cable 229 Rear Housing 230 Stand 231 Removal 232 Reassembly 233 Additional Procedures Retrieving Mechanism 236 Views Exploded Views 241 Exploded View #1 241 Exploded View #2 242 Exploded View #3 243 External Views 244 Rear View 244 Ports 245 Internal Views 246 Components Below LCD 246 Inside Rear Housing 246 Logic Board, Top Side 247 Logic Board, Bottom Side 247 Screw Chart 248 © 2009 Apple Inc. All rights reserved.  Apple Technician Guide About This Guide iMac (27-inch, Late 2009) iMac (27-inch, Late 2009) About This Guide — Updates 10 2010-12-09 Updates 09 December 2010 Take Apart: • Glass Panel: Revised image and instructions: suction cups should be placed only in upper corners of glass to avoid damaging metal tabs along bottom of glass panel during removal. 18 November 2010 Take Apart: • Memory: Added Note under Reassembly regarding DIMM installation. The i5 and i7 Quad Core iMac computers will not start up if only a single DIMM is installed in any bottom slot; these computers should operate normally with a single DIMM installed in any top slot. Core Duo iMac computers should operate normally with a single DIMM installed in any slot, top or bottom. 23 February 2010 Take Apart • LCD Panel: Updated removal step 2 with information about opening the panel no more than 3-4 inches to access cables and added a “Caution” note and new graphic on step 5, regarding DisplayPort cable removal. 17 February 2010 Take Apart • LCD Panel: Revised panel reassembly steps 1-6. • Vertical Sync Cable: Updated graphics and procedure. 02 February 2010 Troubleshooting: • Startup Power chapter: Corrupted Video: updated “Quick Check” to reference the Graphics Firmware update 1.0 and Display Firmware update 1.0 • Display chapter: updated “Quick Checks” and “Deep Dive” sections to reference flickering symptoms, Graphics Firmware update 1.0, Display Firmware update 1.0, and the Apple Service Display Utility used to verify the resolution of intermittent display flickering symptoms. Exploded View: Updated part number on 27-inch LCD panel to 661-5527. 15 December 2009 Troubleshooting: iMac (27-inch, Late 2009) About This Guide — Updates 11 2010-12-09 • General Troubleshooting: Updated Apple Service Diagnostic and Apple Hardware Test version numbers, updated Apple Hardware Test error code table. • Startup Power and Display chapters: Updated Flickering/No Video/ Backlight Issue/Corrupted Video topics to alert technicians to check: • Mac OS X version installed is the build version supported on the hardware. See kBase #TS3101: Mac (Late 2009): Using the correct Mac OS X system software. • Cable connections on back of LCD panel; check for signs of damage, corrosion, or pinched wires. Reseat/replace DisplayPort cable and Vertical sync cable when instructed. 20 November 2009 • Troubleshooting: • Mechanical: Fan noise issues: updated two topics, “Noise/Hum/Vibration” and “Fan Failures/ Thermal Issues” with the following information: • Check: Verify if any tape, gasket, cable label, or cable is touching the fan blades and causing a ticking noise. • Actions: Secure the material so it doesn’t touch fan blades. If tape adhesive has lost its stickiness, replace that section of tape. 11 November 2009 Take Apart: • General Information: Added graphics to topic, “How to Remove a Broken Glass Panel.” • Hard drive: Added information on the Western Digital drive and sensor cable. Orient the drive with its circuit board facing up and connect the sensor cable to the hard drive pins, leaving the 2 left pins unconnected (exposed). Views, Exploded Views: • Added AirPort (922-9286) and Bluetooth(922-9285) antennas • Added parts unique to the iMac (27-inch, Quad Core, Late 2009) • Skin temp sensor 922-9287 • SDRAM DIMMs, 661-5453 and 661-5454 • Power supply, 661-5468 • Logic boards, 661-5428 and 661-5429 • Optical drive, 922-5284 28 October 2009 Take Apart: Added backlight cable to list of items included with replacement panel 27 October 2009 • Formatting changes throughout manual • Troubleshooting: added new LED Location graphic on page 22 Apple Technician Guide introduced 20 October 2009 iMac (27-inch, Late 2009) About This Guide — Feedback 12 2010-12-09 Feedback We want your feedback to help improve this and future Technician Guides! Please email any comments to smfeedback2@apple.com © 2009 Apple Inc. All rights reserved.  Apple Technician Guide Basics iMac (27-inch, Late 2009) iMac (27-inch, Late 2009) Basics — Overview 14 2010-12-09 Overview Introducing the iMac (27-inch, Late 2009) with a new edge-to-edge glass design and seamless all aluminum enclosure. The new iMac line is the fastest ever with Intel Core 2 Duo processors starting at 3.06 GHz, and Core i5 and i7 quad-core processors for up to twice the performance. iMac (27-inch, Late 2009) Basics — Overview 15 2010-12-09 Identifying Features The iMac (27-inch, Late 2009) computer features include: • LED-backlit 27-inch display • Increased processor speeds: • 3.06GHz and 3.33GHz Intel Core 2 Duo • 2.66GHz quad-core Intel Core i5 • 2.8GHz quad-core Intel Core i7 • Four RAM slots, each of which can accept a 2 GB or 4 GB SO-DIMM up to 16GB • SD card reader slot • Mini DisplayPort output (DVI, VGA, and dual-link DVI) and supports input from external DisplayPort sources (adapters sold separately) • Graphics and video support: • ATI Radeon HD 4670 graphics processor with 256MB of GDDR3 memory (dual-core) • ATI Radeon HD 4850 graphics processor with 512MB of GDDR3 memory (dual-core) • ATI Radeon HD 4850 graphics processor with 512MB of GDDR3 memory (quad-core) • Hard drive: 1TB, 2TB (CTO only) • New Apple Magic Mouse and Apple Wireless Keyboard (2009), standard with all configurations • Ships with and requires at least Mac OS 10.6.1 (Snow Leopard) Product Configurations For product configurations, refer to Apple Support Tech Specs: http://support.apple.com/ specs/ Wireless Troubleshooting If you’re having issues with Bluetooth and wireless connectivity issues, refer to the following Knowledge Base articles: • Desktop computers: Troubleshooting wireless mouse and keyboard issues http://support. apple.com/kb/TS3048 • AirPort and Bluetooth: Potential sources of interference http://support.apple.com/kb/ HT1365 • Apple Wireless Keyboard and Mouse: How to install batteries http://support.apple.com/ kb/HT3903 iMac (27-inch, Late 2009) Basics — Overview 16 2010-12-09 Safety Precautions WARNING: HIGH VOLTAGE: The AC/DC power supply PCB remains powered up whenever the system is plugged in, whether or not the system has been turned on. Use extreme caution when troubleshooting the system with the front bezel removed. WARNING: If the computer is shut down by removing the power cord, allow the power supply a good 2-3 minutes to discharge the capacitors before handling it. However, if you select “Shut Down” via the Apple menu, the computer will discharge the power supply capacitor almost immediately. iMac (27-inch, Late 2009) Basics — Overview 17 2010-12-09 Serial Number Location The iMac (27-inch, Late 2009) serial number is located on the base of the stand. When replacing a stand, transfer the serial number to the new stand. © 2009 Apple Inc. All rights reserved.  Apple Technician Guide Troubleshooting iMac (27-inch, Late 2009) iMac (27-inch, Late 2009) — General Troubleshooting 19 2010-12-09 General Troubleshooting Wireless Troubleshooting If you’re having issues with Bluetooth and wireless connectivity issues, refer to the following Knowledge Base articles: • Desktop computers: Troubleshooting wireless mouse and keyboard issues http://support. apple.com/kb/TS3048 • AirPort and Bluetooth: Potential sources of interference http://support.apple.com/kb/ HT1365 • Apple Wireless Keyboard and Mouse: How to install batteries http://support.apple.com/kb/ HT3903 Update System Software & Firmware Important: Ensure the correct version Mac OS X and latest software and firmware updates have been applied before you begin troubleshooting. Computers sometimes exhibit symptoms that indicate the wrong Mac OS X system software is installed. Refer to the following article about using the correct Mac OS X ystem software: kBase # TS3101: iMac (Late 2009): Using the correct Mac OS X system software Firmware is the name given to software that is written into memory circuits such as flash memory, that will hold the software code indefinitely, even when power is removed from the hardware. Firmware on Intel Mac computers is designed to be updated if necessary by running the Mac OS X Software Update check (available in the Apple menu) while computer is connected to the Internet. For more information about firmware updates, refer to: kBase # HT1557: About firmware updates for Intel-based Macs Troubleshooting Theory For general information on troubleshooting theory, go to GSX and find the Service Training course menu link. From there you can access the Troubleshooting Theory self-paced course. Hardware vs. Software iMac (27-inch, Late 2009) — General Troubleshooting 20 2010-12-09 Hardware vs. Software For information on how to isolate a hardware issue from a software issue, refer to: kBase #TS1388: Isolating issues in Mac OS X For information on how to troubleshoot a software issue, refer to: kBase #HT1199: Mac OS X: How to troubleshoot a software issue kBase #TS1394: Mac OS X: Troubleshooting installation and software updates kBase #HT2956: Troubleshooting Mac OS X installation from CD or DVD Power On Self Test (POST) Intel-based Mac computers such as the iMac rely on a combination of tones and blinking LEDs to display Power On Self Test (POST) error codes. • If the computer detects out-of-specification or no SDRAM, or if the RAM installed does not meet the appropriate specifications, the screen will remain black but the computer will beep This error condition may be due to physically damaged RAM, installing the incorrect type of RAM, or not having RAM installed. • Some RAM may appear to pass the Power-On-Self-Test (POST) but still cannot be used by the operating system. In this case, the computer will display a gray screen, sound three tones and repeat the tones until the computer is turned off. • The solution to both of these situations is to first re-seat the memory and test the computer again. If the memory fails the POST test again, remove all installed memory and test by installing one by one each memory that has been verified to work correctly on another system (i.e., “known-good”) or order new memory. Resetting the System Management Controller (SMC) The System Management Controller (SMC) is a chip on logic board that controls all power functions. If computer is experiencing any power issue, such as not starting up, not displaying video, sleep issues, or fan noise issues, resetting SMC may resolve it. To reset SMC on an iMac: 1. From Apple menu, choose Shut Down (or if the computer is not responding, hold power button for approximately ten seconds until it powers off). 2. Unplug all cables from computer, including power cord. 3. Wait at least 15 seconds. SMC reset occurs automatically once iMac has been unplugged from AC power source for several seconds. 4. Plug power cord back in, making sure power button is not being pressed. 5. Press power button on back to start up computer. For more information, refer to: kBase #HT1543: Intel-based iMac: How to reset the System Management Controller iMac (27-inch, Late 2009) — General Troubleshooting 21 2010-12-09 Resetting Parameter RAM (PRAM) PRAM stores certain system and device settings in a location that Mac OS X can access quickly. Exactly which settings are stored in the computer’s PRAM varies depending on the type of computer as well as the types of devices and drives connected. To reset PRAM: 1. Shut down the computer. 2. Locate the following keys on keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in Step 4. Note: If the keyboard does not have an Option key, use the Alt key instead. 3. Press power button. 4. Immediately press and hold Command-Option-P-R keys. Important: You must press this key combination before the gray screen appears. 5. Hold down keys until the computer restarts, and you hear the startup chime a second time. 6. Release keys. For more information, refer to: kBase #HT1242: Mac OS X: What’s stored in PRAM kBase #HT1379: Resetting your Mac’s PRAM and NVRAM Starting Up in Safe Mode A Safe Boot is a special way to start Mac OS X when troubleshooting. To start up in Safe Mode: 1. Make sure computer is shut down. 2. Press power button. 3. Immediately after you hear the startup tone, press and hold Shift key. Note: The Shift key should be held as soon as possible after startup tone but not before. 4. Release Shift key when you see the screen with the gray Apple and progress indicator (looks like a spinning gear). During startup, ”Safe Boot” appears on the Mac OS X startup screen. 5. To leave Safe Mode, restart computer normally, without holding down any keys during startup. For more information, refer to: kBase #HT1564: Mac OS X: What is Safe Boot, Safe Mode? kBase #TS1884: Safe Boot takes longer than normal startup iMac (27-inch, Late 2009) — General Troubleshooting 22 2010-12-09 Diagnostics Run Apple Service Diagnostic version 3S135 to determine if any thermal sensors or blowers are malfunctioning. If ASD is not available, run Apple Hardware Test version 3A188 by holding down the D key during startup. When a test reports an error, reseat appropriate connections. If issue persists, replace the corresponding part (sensor, blower, logic board, video card, or power supply). See Apple Hardware Error code chart below for correlation between error code, affected sensor, sensor location, and additional checks to perform. AHT Error codeSuspected part and Location Suggested ActionNotes 4SNS/1/C0000008:TA0P - xxxAmbient temp sensor damaged or disconnected from logic board. Verify sensor cable is securely connected to the top edge of the logic board and attached to the left speaker housig. Replace sensor cable if damaged. All fans ramp at full speed if sensor is disconnected. 4SNS/1/C0000008 T00p-xxxODD temp sensor damaged or disconnected from logic board. Verify sensor cable is securely connected to the logic board and the sensor is properly attached to the ODD mechanism. Replace sensor cable if damaged. The ODD fan will run at full speed if sensor is disconnected. 4SNS/1/C0000008 TH00--xxxHDD temp sensor damaged or disconnected from logic board. Use the correct sensor cable, each drive vendor has a unique sensor cable. Verify sensor cable is securely connected to top left side of logic board and it’s connected to hard drive. Check for damaged cable on logic board. The HD fan may run at full speed if the sensor is disconnected. 4SNS/1/C0000008 TL0pLCD temp sensor on LCD is damaged or disconnected from top of logic board Verify that the LCD sensor cable is securely connected to the logic board and the sensor is attached to the LCD. Replace the sensor cable if damaged The CPU fan will run at full speed if the sensor is disconnected. 4SNS/1/C0000008 TS2P-xxxSkin temp sensor (Quad- core models only) is damaged or disconnected from top of logic board. Verify that the skin temp sensor cable is securely connected to the top of the logic board and sensor is attached to rear housing (near the camera). Replace the sensor cable if damaged. iMac (27-inch, Late 2009) — General Troubleshooting 23 2010-12-09 AHT Error codeSuspected part and Location Suggested ActionNotes 4SNS/1/40000000 TC0HCPU temp sensor located on back side of logic board; this sensor is not available as a service part Check CPU sensor cable connection to logic board. It requires removal of the logic board. If the sensor is disconnected, the CPU fan will run at full speed. 4SNS/1/40000000:TG0HGPU temp sensor is disconnected or faulty (located on back side of logic board) Check GPU sensor cable connection to logic board. It requires removal of the logic board. If sensor is disconnected the CPU fan will run at full speed. 4MOT/4/40000002 :ODD-xxxOptical fan/blowerVerify that the ODD blower/fan cable is securely connected to the right side of the logic board and that there are no obstructions that would prevent the blower/fan from rotating. Replace fan if the error continues. Normal fan operation, except the ODD blower 4MOT/4/40000002 :HDD-xxxHard drive fan/blower, located below logic board, near hard drive Verify that the HDD blower/fan cable is securely connected to the top of the logic board and that there are no obstructions that would prevent the blower/ fan from rotating. Replace fan if the error continues. Normal fan operation, except the HDD blower 4MOT/4/40000002 :CPU-xxxCPU fan/blower, located next to left speaker (logic board has to be removed to replace CPU blower) Verify that the CPUblower/ fan cable is securely connected to the left side of the logic board and that there are no obstructions that would prevent the blower/fan from rotating. Replace fan if the error continues. Normal fan operation, except the CPU blower Note: Make sure black mylar tape along the bottom of LCD panel is not obstructing fan blades, if so, cut tape and re-stick to LCD. iMac (27-inch, Late 2009) — General Troubleshooting 24 2010-12-09 Diagnostic LEDs The iMac (27-inch, Late 2009) computer has four built-in diagnostic LEDs on the main logic board that can help you to troubleshoot the computer. The LEDs are located on the bottom left edge of the logic board (under a piece of black mylar tape) and can only be seen when looking through the lower vents of the enclosure. Refer to the next page for a close up graphic of the troubleshooting LEDs. iMac (27-inch, Late 2009) — General Troubleshooting 25 2010-12-09 Location of Diagnostic LEDs The LEDs are located under the mylar tape, on the bottom, left corner of the logic board. They can only be seen when looking through lower vents of rear housing. LED Functions LED #1 • Indicates that the trickle voltage from the power supply has been detected by the main 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. The LED will turn off only if the AC power source is disconnected or the power supply is faulty. iMac (27-inch, Late 2009) — General Troubleshooting 26 2010-12-09 LED #2 • Indicates that the main logic board has detected proper power from the power supply when the computer is turned on and that logic board voltage regulators are functioning properly. This LED will be ON when the computer is turned on and the power supply is working correctly. LED #3 • Indicates that the computer and the video card are communicating. This LED will be ON when the computer is communicating properly with the video card. If LEDs 1 and 2 are ON and you heard the startup sound, but LED 3 is OFF, then the video card might be installed incorrectly or need replacement. LED #4 • Indicates that the computer and the LCD panel are communicating. This LED will be ON when the computer is turned on and video signal is being generated. If the LED is ON and there is no image on the display, then the LCD panel, the LED backlight board, or the cables between might be installed incorrectly or need replacement. iMac (27-inch, Late 2009) — General Troubleshooting 27 2010-12-09 LED Startup Sequence LED #1 = Power available. If no LED is visible: • Verify AC source • Verify known-good AC cable is connected • Verify cable connection between AC inlet and power supply • Verify cable connection between power supply and logic board • Verify power supply LED #1 + LED #2 = Power available, and system is powered on. If second LED is not visible when power button is pressed: • Verify power button connection to logic board • Verify power button functionality • Verify cable connection between power supply and logic board • Verify power supply • Verify logic board LED #1 + LED #2 + LED #3 = Power available, system is powered on, and video card found. If third LED is not visible after power on: • Verify that the MXM video card is seated properly • Verify logic board LED #1 + LED #2 + LED #3 + LED #4 = Power available, system is powered on, video card found, and internal LCD found. If fourth LED is not visible after power on: • Verify cable connections between LCD panel and logic board • Inspect LCD display cables for cable damage • Verify external video functionality, and according to result check the following items: -If external display works then verify/replace the LED backlight board -If external display works then verify/replace the LCD panel -If external display does not work verify/replace the logic board iMac (27-inch, Late 2009) — General Troubleshooting 28 2010-12-09 Logic Board Test Points Some test points are accessible on the logic board when the LCD panel is removed. The test points are defined below. Logic Board Test PointFunction Pin 1Ground Pin 4Standby 12V power (permanent power coming from power supply and present as long as AC cable is connected, even if computer is off); corresponds to LED #1 Pin 6Backlight Control pulse width modulated signal (from logic board to LED backlight board, to adjust the backlight level setting according to user setup) Pin 1112V Run-Mode power to logic board (coming from power supply, present as long as system is on or asleep); corresponds to LED #2 Pin12Power On Request signal (from logic board to power supply when power button is pressed) Pin 13Backlight Enable (signal from logic board to Backlight Controller board, to enable backlight iMac (27-inch, Late 2009) — General Troubleshooting 29 2010-12-09 Sensor and Fan Connector Locations Ambient temp sensors and fans connectors locations are shown below. Ensure cables are correctly routed and the sensors and fans are properly connected. If a sensor or fan is faulty or not connected, Apple Hardware Test and Apple Service Diagnostic will generate an error code. iMac (27-inch, Late 2009) — General Troubleshooting 30 2010-12-09 Block Diagram Refer to this diagram to see how modules are interrelated. SO-DIMM Antenna Antenna Antenna SO-DIMM Temperature Sensor Temperature Sensor Fan MLB SO-DIMM Display AC/DC Power Button Bluetooth Speakers Hard Drive Optical Drive AC Inlet Temp Sensor Camera Microphone Speakers Backlight Controller Fan Fan MXM 802.11n Ambient Temperature Sensor K22/K23 System Block Diagram 09/01/2009 David Cox Apple Confidential IR Sensor SD Card Reader SO-DIMM iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 31 2010-12-09 Symptom Charts Follow steps in the order indicated below. If an action resolves the issue, retest system to verify. Startup and Power No Power, Dead Unit Unlikely cause: speakers Quick Check SymptomsQuick Check No Power, Dead Unit • No power • No fan spin • No startup chime • No image on external display • No hard drive or optical drive activity • Caps Lock LED on wired keyboard doesn’t light when pressed. 1. Verify power source. 2. Verify power cable. 3. Listen closely for signs of activity from system including: rotating fans, hard drive or optical drive activity, startup chime, etc. Deep Dive CheckResultActionCode 1. Power ON system. Verify if there is any indication that the system has powered up (fan rotation, hard drive or optical drive noise, backlight turns on). YesThe symptom is powering up. Go to Won’t Start Up symptom flow. NoGo to step 2. 2. Locate diagnostic LEDs in bottom case vents. Plug AC cord into system. Verify if diagnostic LED #1 turns ON. You may alternately check for presence of a 12V DC signal between pin 4 and pin 1 of logic board. YesStandby power voltage being supplied by power supply. Go to step 3. NoReplace power supply. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 32 2010-12-09 3. Press power button while monitoring diagnostic LEDs. Verify if LED #2 turns ON and remain ON after pressing the power button. You may alternately check for a power request signal between pin 12 and pin 1 of logic board. YesPower supply functioning and logic board detects supply voltages. Go to Won’t Start Up symptom flow. NoGo to step 4. 4. Disconnect AC cable then remove power supply and carefully inspect connectors between AC inlet and power supply, then DC connectors and cables between power supply and logic board, for damage or poor connections. YesReplace damaged part.P16 NoGo to step 5. 5. Inspect power button and verify if it is properly connected to the logic board. YesGo to step 6. NoReconnect power button. 6. Disconnect power button from logic board. Inspect cable and connector for damage. Verify continuity between the two pins of power button when it is pressed. YesPower button is functioning correctly. Reconnect power button to logic board and go to step 7. NoPower button faulty. Replace rear housing (which includes power button). X14 7. Press power button and Verify if system turns ON. You may alternately check for presence of a 12V DC signal between pin 11 and pin 1 of logic board when power button is pressed. YesPower supply functioning. If system still won’t boot, go to Won’t Start Up symptom flow. NoReplace DC power cable. Go to step 8. X03 8. Press power button and verify if system turns ON. YesIssue solved with replaced DC power cable. NoReplace power supply. Go to step 9. P01 9. Press power button and verify if system turns ON. YesIssue solved with replaced power supply. NoReinstall power supply and replace logic board. M01 Note: If No Power symptom persists after all steps have been followed use minimum configuration troubleshooting to proceed. Try disconnecting hard drive, optical drive, AirPort, Bluetooth, and SD card modules to determine if one of them is preventing the power supply from functioning. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 33 2010-12-09 Won’t Start Up Quick Check SymptomsQuick Check Won’t Start Up • No startup chime. • Error tones during startup. • Grey screen with fan noise, or other noise. • Will not progress beyond Apple logo or spinning gear. 1. Isolate OS by starting up from original install media for this computer, from a same-model computer in Target Disk Mode, or from a compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk. 2. Reset SMC and PRAM to clear any stored, corrupted information. 3. Start up in Safe Mode by holding shift key down during startup to load only required kernel extensions and disable all startup and login items. See kBase #HT1564: Mac OS X: What is Safe Boot, Safe Mode? 4. If system generates error tones there may be an issue with the SDRAM. See kBase #HT2341: Intel- based Mac: Power On Self Test RAM error codes 5. Identifying when in the startup process the computer hangs can help isolate the issue. See kBase #HT2674: Intel-based Mac: Startup sequence and error codes, symbols for information on the Macintosh startup sequence, and error codes and symbols used. Deep Dive CheckResultActionCode 1. Boot computer to Apple Hardware Test on the internal hard drive or an inserted Install DVD by holding down the D key at startup. Verify if system boots up from any of these volumes. YesRun the extended tests and proceed with results. If AHT passes or boots with a memory error, go to step 2. NoGo to step 2. 2. Remove installed SDRAM, and test with known-good SDRAM. Verify if computer starts up properly now. YesSDRAM issue. Reinstall one of user’s SDRAM modules and retest. Proceed one by one to find the faulty SDRAM module, and replace it. X02 NoGo to step 3. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 34 2010-12-09 3. Wait 15 seconds after computer was powered down and disconnect AirPort cable from logic board. Verify if computer starts up properly now. YesGo to AirPort Card Kernel Panic symptom flow. NoGo to step 4. 4. Disconnect hard drive SATA cable and startup from Install DVD in the optical drive, or from an external bootable volume. Verify if computer starts up properly now. YesGo to Hard Drive Not Recognized symptom flow. NoGo to step 5. 5. Reconnect hard drive, disconnect optical drive cable and retest. Verify if computer starts up properly now. YesGo to Optical Drive Not Recognized symptom flow. NoGo to step 6. 6. Remove coin battery on back of logic board (you will need to completely remove logic board to do this), and leave out for approximately 1 minute. Then reinstall battery. This will reset logic board. Verify if computer starts up properly now. YesIssue resolved by logic board reset. Measure DC voltage on battery touching battery with red probe, and grounding with black probe. If voltage is 2.7v or less, replace battery. For multimeter help, see kBase #HT3250: Diagnostics: Using a digital multimeter. NoReplace logic board.M02 iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 35 2010-12-09 Intermittent Shutdown Quick Check SymptomsQuick Check Intermittent Shutdown • Powers off during startup. • Powers off during desktop use. • Computer restarts spontaneously. • Powers off when waking from sleep. 1. Make sure that power cord is securely attached to the back of computer, and is not hindered by a desk or other furniture. 2. Plug computer directly into an AC outlet to test if a surge protector or UPS is causing issue. 3. Open System Preferences > Energy Saver > Schedule and make sure that a “Shut Down” event is not scheduled. 4. Isolate OS by starting up from original install media for this computer, from a same-model computer in Target Disk Mode, or from a compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk. 5. Reset SMC and PRAM to clear any stored, corrupted information. 6. Start up in Safe Mode by holding shift key down during startup to load only required kernel extensions and disable all startup and login items. See kBase #HT1564: Mac OS X: What is Safe Boot, Safe Mode? Deep Dive CheckResultActionCode 1. Verify improper shutdown by opening the system.log located in /var/log. Filter log for “shutdown cause”. Entries of value “0” or a negative value indicate an improper shutdown. Verify if you find recent entries of an improper shutdown in log file. YesDetermine if user caused improper shutdown. Use known-good AC power cord and AC outlet. Go to step 2. NoRevisit Quick Check examples for possible software issues. Check if user is running other automating software that may be shutting down system. Verify issue and jump to appropriate symptom flow. No repair needed under current symptom flow. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 36 2010-12-09 2. With known-good AC power cord and AC outlet, Verify if system continues to restart or shutdown YesGo to step 3. NoAC power cord / outlet issue. Issue resolved. X03 3. Disconnect hard drive power cable from hard drive and startup the computer from other bootable media (like Install DVD, a same model computer in Target Disk Mode, or a compatible known-good OS on an external drive). Verify if system continues to restart or shutdown. YesGo to step 4. NoPossible bad software or hard drive. Go to Hard Drive Not Recognized symptom flow. 4. Inspect and reseat AC inlet connection to power supply (the smaller of the 2 cables connected to power supply), and DC power cable from power supply to logic board. Verify if damage is observed on the cables or connectors. YesReplace damaged cable. Retest. Return to step 1 if problem continues. X03 NoGo to step 5. 5. Install known-good power supply. Verify if system continues to restart or shutdown. YesReinstall original power supply. Go to step 6. NoIssue resolved with power supply replacement. P02 6. Replace DC power cable, which supplies power to logic board, hard drive, and LED backlight board. Verify if system continues to restart or shutdown. YesGo to step 7. NoIssue resolved with DC power cable replacement. X03 7. Replace logic board. Verify if system continues to restart or shutdown. YesUse Minimum Configuration troubleshooting to isolate failed module. NoIssue resolved with logic board replacement. M08 iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 37 2010-12-09 Kernel Panic, System Crashes Quick Check SymptomsQuick Check Kernel Panic, System Crashes • Kernel Panic on startup or desktop use. • System freeze during use. • System freeze upon wake from sleep. 1. Isolate OS by starting up from original install media for this computer, from a same model computer in Target Disk Mode, or from a compatible known-good OS on an external drive. Both AirPort and Bluetooth services are available when booted from the Install disk. 2. Ensure that all software and firmware updates for this model have been installed to take advantage of any available bug fixes. 3. Reset SMC and PRAM to clear any stored, corrupted information. 4. Start up in Safe Mode by holding shift key down during startup to load only required kernel extensions and disable all startup and login items. See kBase #HT1564: Mac OS X: What is Safe Boot, Safe Mode? 5. Check the panic.log, located /Library/Logs/ Panicreporter, for information in the back trace that may give clues about the kernel panic. 6. For more information, see kBase #HT1392: About “You need to restart your computer” (kernel panic) messages. Deep Dive CheckResultActionCode 1. Boot the computer to Apple Hardware Test on internal hard drive or an inserted Install DVD by holding down the D key at startup. Verify if system boots up from any of these volumes. YesRun extended tests and proceed with results. If AHT passes or boots with a kernel panic, go to step 2. NoGo to step 2. 2. Remove all peripheral devices including keyboard and mouse. Verify if system starts without kernel panic. YesAdd peripheral devices one at a time until kernel panic repeats. Replace device causing issue. NoGo to step 3. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 38 2010-12-09 3. Use known-good SDRAM in the system. Verify if system start without kernel panic now. YesInstall user’s SDRAM one by one and test. If kernel panic repeats, replace affected SDRAM. Verify if correct SDRAM specification is being used. X01 NoGo to step 4. 4. Wait for 20 seconds after shutdown and disconnect AirPort cable on logic board. Verify if system starts without kernel panic now. YesGo to AirPort Card Kernel Panic symptom flow. NoGo to step 5. 5. Disconnect SATA cable from hard drive and startup to the Install DVD in the optical drive or from an external volume. Verify if system starts without kernel panic now. YesGo to Hard Drive Not Recognized symptom flow. NoGo to step 6. 6. Disconnect camera and microphone cables from logic board. Verify if system starts without kernel panic now. YesGo to Camera Issues or Audio: Microphone symptom flow as appropriate. NoGo to step 7. 7. Disconnect Bluetooth cable on logic board. Verify if system starts without kernel panic now. YesGo to AirPort/Bluetooth Issues symptom flow. X99 NoGo to step 8. 8. Disconnect SD board on logic board. Verify if system starts without kernel panic now. YesGo to SD Card Not Recognized symptom flow. NoGo to step 9. 9. Disconnect optical drive and test. Verify if system starts without kernel panic now. YesGo to Optical Drive Not Recognized symptom flow. NoReplace logic board. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 39 2010-12-09 No Video Unlikely cause: hard drive, optical drive, speakers, camera, microphone Quick Check SymptomsQuick Check No Video • No image. • Backlight failure. 1. Check brightness setting. 2. For no-video issues, connect an external display to Verify if iMac video circuitry is functioning. If image appears on external display go to Backlight Issue/No Backlight symptom flow. 3. Reset SMC. Deep Dive CheckResultActionCode 1. Verify boot chime present and fans running when system powered ON. (Reset SMC and clear PRAM if necessary for proper boot up.) YesPower ON self test OK. Boot sequence started. Go to step 2. NoGo to Won’t Start Up symptom flow. 2. Verify if image is visible on built-in LCD panel. YesVideo present. Verify system functionality and return to user or jump to appropriate troubleshooting flow. NoGo to step 3. 3. Connect supported external display. Verify if image appears on external display when system is booted. YesExternal display detected by system. Video circuitry on logic board functional. Inspect DisplayPort cable to back of panel connection. Reseat and test again. If you continue to have problems go to Backlight Issue/No Backlight symptom flow. NoGo to step 4. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 40 2010-12-09 4. Pivot enclosure to access lower intake vent, and locate diagnostic LEDs on edge of logic board. Verify if LED #3 turns on shortly after system powers on. YesLogic board communicating with video card. Go to step 5. NoIf LED #3 does not turn ON reseat video card and retest, then replace video card and repeat step 4. If issue persists, replace logic board. M03 5. Locate diagnostic LEDs on logic board. Verify if LED #4 turns on shortly after system powers on. YesLogic board communicating with LCD panel. Go to Backlight Issue/No Backlight symptom flow. NoReplace DisplayPort cable. Go to step 6. 6. Locate diagnostic LEDs on the logic board. Verify if LED #4 turns on shortly after system powers on. YesVideo controller functional and communicating with LCD panel. Go to Backlight Issue/ No Backlight symptom flow. NoVideo controller unable to communicate with LCD panel. Reseat cables first. If issue persists, replace LCD panel. Retest. M03 iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 41 2010-12-09 Corrupted Video Unlikely cause: power supply, hard drive, optical drive, fans, speakers, camera, microphone Quick Check SymptomsQuick Check Corrupted Video • Text and graphics appear fuzzy • Image corrupted 1. Verify Mac OS X version installed is the build number supported on the hardware. Make sure customer didn’t migrate over their old version of Mac OS. See kBase #TS3101: Mac (Late 2009): Using the correct Mac OS X system software. 2. Verify that the 27-inch iMac Graphics Firmware Update is installed. It can be downloaded from kBase #TS3181: 27-inch iMac Graphics Firmware Update 1.0. Update also appears in Software Updates. Verify firmware update was successful using System Profiler. In the Hardware section, click Graphics/Displays. The ROM Revision field should be 113-B9110C-425 or 113-B8030F-260 if the update has been successfully applied. 3. Verify 27-inch iMac Display Firmware Update is installed, which updates firmware on the panel, kBase #TS3207: iMac (27-inch, Late 2009): Display flickers and the 27-inch iMac Display Firmware Update 1.0. When the installation is complete, a successful installation message appears. 4. Set System Preferences > Displays to native resolution of LCD. Non-native resolutions are unable to produce optimal clarity. 5. Clean outside surface of glass panel. 6. Make sure all relevant software updates have been applied. Graphics driver updates may be included with software updates. 7. Boot from install DVD or another known-good volume to determine whether a potential software/driver issue exists. 8. When issue occurs, take a screenshot of the display (Command-Shift-3). View screenshot file on a known-good computer. If image corruption can be seen in the screenshot then issue is with the video drivers, software, or video/logic board. If issue cannot be seen in the screenshot then LCD panel and DisplayPort cable should be tested further. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 42 2010-12-09 Deep Dive CheckResultActionCode 1. Boot from Install DVD and Verify if issue is still visible. YesGo to step 2. NoIssue likely caused by software or driver issue. Troubleshoot for software issues. Make sure all software and firmware updates have been installed. 2. Verify if issue is visible on an external display. YesIssue is NOT caused by internal LCD display. Go to step 3. NoGo to step 6. 3. Remove video card, inspect connector for damage or corrosion. Reinstall video card and retest. Verify if issue still occurs. YesReplace video card. Go to step 4. M04 NoIssue resolved by reseating video card. 4. Verify if video corruption issue is still present. YesReplace logic board. If a video card was replaced, reinstall the user’s original video card. Go to step 5. M04 NoIssue resolved with replacement video card. 5. Verify if video corruption issue is still present with replacement logic board installed. YesReturn to step 1 and retest.X04 NoIssue resolved with replacement logic board. M04 6. Inspect glass panel. Verify if issue is caused by condensation or contaminants on inside/ outside surface of glass panel, or on surface of LCD panel. YesClean glass and/or LCD using procedures in Glass Panel take-apart chapter. Identify possible sources of contamination (nearby cigarette/cooking smoke, heavy airborne dust, etc.) to prevent recurrence. Condensation should dissipate after computer has been running a few hours. NoGo to step 7. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 43 2010-12-09 7. Disconnect DisplayPort cable between LCD display and logic board, and verify if there is damage to cable or connectors. Repeat with vertical sync cable connected between LCD panel and LED backlight board. YesReplace DisplayPort cable or any other damaged part/ module. X03 NoReinstall DisplayPort cable and vertical sync cable. Go to step 8. 8. Verify if issue is still visible after reinstalling/replacing DisplayPort cable and vertical sync cable. YesReplace LCD panel, mark as SDOA, and run the Apple Service Display Utility. At the end of the test a Verification Receipt Code will be created. Enter receipt code in the “Repair Notes” section of GSX. L04 NoIssue resolved with reseating cables. 9. Verify if issue is still present with replacement LCD panel installed. YesContact Apple Technical Support. NoIssue resolved with replacement of LCD panel. Enter the Apple Service Display Utility Diagnostic receipt code in the “Repair Notes” section of GSX. L04 iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 44 2010-12-09 Burnt Smell/Odor Unlikely cause: speakers, microphone, rear housing Quick Check SymptomsQuick Check Burnt Smell/Odor • Burning smell • Unusual odor 1. Verify that computer is the source of the odor. 2. If system is new, see kBase #TA22044: New Equipment: Odors May Be Present Short-Term. 3. Disconnect all third-party devices and check to see if any external device is the source of odor. 4. Inspect air intake and air outlets for obstructions. To prevent overheating make sure there is sufficient clearance to allow air to flow unobstructed into and out of the system. 5. Verify if system is functional. Deep Dive CheckResultActionCode 1. Verify if source of the odor can be identified by visually inspecting each module and its associated cables for signs of burned or damaged components, smoke residue, burned traces, or melted or damaged wiring, YesReplace affected module(s). Go to step 2 P08 NoUnable to locate source of odor. Go to step 3. 2. Disconnect all third-party devices and cables. Power ON system and verify if smoke or strong odor returns. YesPower down system immediately. Go to step 3. NoSystem functions correctly. Verify system functionality with third-party devices and cables and return system to user if problem has been resolved. Consult third-party companies as needed for issues with those products. iMac (27-inch, Late 2009) Symptom Charts — Startup and Power 45 2010-12-09 3. Verify if source of odor can be located using your nose. YesReplace affected module(s) and retest system. P08 NoContact Apple for assistance if you feel that there is a possible safety issue with computer that has not been resolved in previous steps. Uncategorized Symptoms Quick Check SymptomsQuick Check Uncategorized Symptoms • Unable to locate appropriate symptom code. 1. Make sure system is plugged into a known-good outlet. 2. Listen for boot chime, fan, optical drive, or hard drive noise which indicates system is powering up. If noise is heard, go to Won’t Start Up symptom flow. If no noise is heard go to No Power, Dead Unit symptom flow. 3. Attempt to boot from Install DVD to isolate possible software issues. Deep Dive CheckResultActionCode 1. Verify if existing symptom code applies to issue reported by user. YesJump to appropriate symptom code flow. NoDocument reported failure and send feedback to smfeedback2@apple.com stating that a suitable symptom code wasn’t found. Provide as much detail as possible. N99 iMac (27-inch, Late 2009) Symptom Charts — Display 46 2010-12-09 Display Backlight Issue/No Backlight Unlikely cause: hard drive, optical drive, speakers, camera, microphone Quick Check SymptomsQuick Check Backlight Issue/No Backlight • No image • Partial backlight failure • Backlight flickers • Display dim 1. Check for Software Update. 2. Verify that System Preferences > Displays > Brightness control setting is above minimum. 3. If no image on built-in display, connect external display to verify if iMac video circuitry is functioning. If no image visible on external display, go to No Video symptom flow under Startup and Power troubleshooting. Deep Dive CheckResultAc