Apple Mac Pro Access Panel Technician Manual

© 2010 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.

Contents About This Guide Manual Updates  9 Feedback  10 Basics Overview  12 How to Identify Single- and Dual-Processor Configurations  13 Serial Number Location  14 New Accessories  15 Magic Trackpad  15 Apple Battery Charger  17 Troubleshooting General Troubleshooting  19 Update System Software and Firmware  19 Troubleshooting Theory  19 Emerging Issues  19 Hardware vs. Software  19 Wireless Troubleshooting  20 Mac Pro Firmware Updates  20 Memory Configuration  22 Memory Diagnostic LEDs  24 PCIe/Graphics Cards  26 Functional Overview  27 Block Diagram  29 Common Reset Procedures  30 Power-On Self Test: RAM and Processor Verification  32 Minimum Configuration Testing  33 Processor Diagnostic LEDs  37 Symptom Charts Overview  39 Startup and Power Issues  42 No Power/Dead Unit  42

Memory Issues/Kernel Panic and Freezes  48 No Video  53 Power, but No Boot  56 Noise/Hum/Vibration  57 Burnt Smell/Odor  59 Uncategorized Symptom  60 Communications  61 Ethernet Port/Device Issue  61 AirPort/Bluetooth: Defective Wireless Devices  63 No/Poor Wireless Signal  65 Wireless Input Device Loses Connection  67 AirPort Card: Kernel Panic  69 Wireless Performance Issue / Slow Connection  70 Wireless Input Device Doesn’t Pair  73 Uncategorized Symptom  74 Hard Drive/SSD Read/Write Issue  75 Hard Drive/SSD Not Recognized/Not Mounting  77 Hard Drive Noisy  79 Optical Drive Won’t Accept/Reject Media  80 Optical Drive Read/Write Data Error  82 Optical Drive Not Recognized/Not Mounting  84 Optical Drive Noisy  86 Optical Drive Not Performing to Specs  89 Uncategorized Symptom  90 Input/Output Devices  91 USB Port Does Not Recognize Known Devices  91 FireWire Port Does Not Recognize Known Good Devices  92 No Audio from Internal Speaker  94 Distorted Audio from Internal Speaker  95 Front Headphone Jack Has No Audio  97 Line-In Jack Has No Input  98 Line-In Jack Has Distorted Input  100 Rear Line-Out Jack Has No Audio  101 Optical Digital Audio In Has No Input  103 Optical Digital Audio Out Has No Output  105 Apple Wireless Mouse/Magic Trackpad Erratic Tracking  107 Apple Battery Charger Does Not Charge Batteries   108 Uncategorized Symptom  109 Mechanical Issues: Thermals and Enclosure  110 Computer Runs Slow with Fast/Failed Fans  110 Power Button Stuck  112 Internal Cables and Connectors Defective  114

Uncategorized Symptom  115 Take Apart General Information  117 Orientation  117 Tools  117 Parts Requiring Enclosure Replacement  117 How to Identify Single- and Dual-Processor Configurations  117 Icon Legend  118 Note on Illustrations  118 Opening the Computer  119 Hard Drive/Solid-State Drive and Drive Carrier  121 Removal  122 Reassembly, SATA Drive and Carrier  122 Reassembly, SSD Drive and Carrier  123 SSD Carrier Adapter  127 Removal  128 Reassembly  129 Replacing the Carrier for SSD  130 Optical Drive Carrier and Optical Drive  131 Removal  132 Reassembly  133 Processor Tray  134 Memory DIMMs  136 Memory Configuration  137 Removal  139 PCI Express/Graphics Card  140 Power Supply  149 AirPort Extreme Card  153 Bluetooth Card  155 Battery  157 Removal  158 Reassembly  158 PCIe Fan  159 Removal  160

Removal  162 Reassembly  163 Processor Cage  165 Processor Cage Fans, Front and Rear  168 Speaker Assembly  170 Processor Heatsinks, Dual  172 Removal  173 Reassembly  173 Processor Heatsink, Single  177 Removal  178 Reassembly  178 Processor, Dual  182 Removal  183 Reassembly  185 Processor, Single  188 Removal  189 Reassembly  191 Processor Board, Dual  194 Processor Board, Single  196 Processor Tray Support Plate  198 Front-Panel-Board-to-Backplane-Board Cable  200 Backplane Board  202 Front Panel Board  206 Power Button  208 Optical Drive Cable Harness  210 Bluetooth Antenna Board with Cable  212 Views Exploded Views  217

 Apple Technician Guide About This Guide Mac Pro (Mid 2010)

2010-08-31 Manual Updates Update 31 August 2010 Troubleshooting Symptom Charts: Added step for re-aligning graphics card to Deep Dive for three wireless connection issues. Mac Pro (Mid 2010) Introduced 27 July 2010

2010-08-31 Feedback We want your feedback to help improve this and future Technician Guides! Please email any comments to: [email protected]

2010-08-31 Overview The Mac Pro (Mid 2010) features both quad-core and 6-core Intel Xeon processors with up to 12 processing cores. The computer is available in the following configurations. Single-Processor Processor Part Number Total Cores Memory Speed Level 3 Cache/ Processor 2.8 GHz quad-core 661-5709 4 1066 MHz 8 MB 3.2 GHz quad-core (CTO) 661-5710 4 1066 MHz 8 MB 3.33 GHz six-core (CTO) 661-5711 6 1333 MHz 12 MB Dual-Processor Processors Part Number Total Cores Memory Speed Level 3 Cache/ Processor 2.4 GHz quad-core 661-5712 8 1066 MHz 12 MB 2.66 GHz six-core (CTO) 661-5713 12 1333 MHz 12 MB 2.93 GHz six-core (CTO) 661-5714 12 1333 MHz 12 MB Other features of the Mac Pro (Mid 2010) include: • 1 TB 7200-rpm 3Gb/s SATA hard drive • Optional 2 TB 7200-rpm 3Gb/s SATA hard drive • Optional 512 GB solid-state drive (SSD) • Up to four drives total • 1333 MHz DDR3 ECC SDRAM memory*, expandable up to 16GB for single-processor and 32GB for dual-processor systems • ATI Radeon HD 5770 graphics card with 1GB of memory • Optional ATI Radeon HD 5870 graphics card with 1GB of memory • Two Mini DisplayPort and one dual-link DVI output • Optional Magic Trackpad *Note: All configurations use 1333 MHz-DDR3 SDRAM UDIMMs; however, the memory speed for certain configurations is 1066 MHz (see tables above). For more information, refer to http://www.apple.com/macpro/.

2010-08-31 How to Identify Single- and Dual-Processor Configurations To identify the configuration of a Mac Pro (Mid 2010) computer, check the code on the computer’s configuration label, which is located on the computer’s back panel directly below the video ports. See “Serial Number Location.” Another quick way to identify the configuration is to open the side panel and inspect the processor heatsinks on the processor board. The configurations look like the following: Single-Processor Configuration Dual-Processor Configuration

2010-08-31 Serial Number Location The Mac Pro (Mid 2010) serial number is located on the configuration label, directly below the configuration description.

2010-08-31 New Accessories Magic Trackpad The wireless Magic Trackpad uses Bluetooth technology to connect to the Mac and comes with two AA batteries installed. Use of the Magic Trackpad and its full features requires Mac OS X version 10.6.4 or later and the latest trackpad software. Note: If the Mac Pro (Mid 2010) has had system software reinstalled for any reason, pair the Magic Trackpad and then run Software Update. If only basic functionality is present on Magic Trackpad, ensure that it is paired correctly before launching Software Update. For more information, refer to: • HT4254 About Magic Trackpad and Multi-Touch Trackpad Update 1.0 • HT4273 About Magic Trackpad Update 1.0 for Windows About the Indicator Light The indicator light displays the status of the Magic Trackpad and the batteries. • When you first turn on the trackpad, the indicator light glows steadily for 2 to 3 seconds, indicating the batteries are good. • If the trackpad isn’t paired with a Mac, the light blinks, indicating the trackpad is in discovery mode and ready to pair (pairing means connecting the trackpad and Mac to each other wirelessly). • If you don’t pair the trackpad with the Mac within 3 minutes, the light and trackpad turn off to conserve battery life. Press the On/off button on the trackpad to turn it on again, allowing you to pair it with the Mac. • When the trackpad is on and connected, the indicator light turns off. Turn on the Trackpad • To turn on the trackpad, press firmly and release the on/off button. • To turn on the trackpad and make it stay in discovery mode (prevent auto-pairing to previous known host), press and hold the on/off button.

2010-08-31 Pairing the Magic Trackpad To pair the trackpad: 1. Choose Apple () > System Preferences, and then click Trackpad. 2. Click “Set Up Bluetooth Trackpad …” in the lower-right corner. 3. Press the On/off button on the trackpad to turn it on. 4. Click Continue when the trackpad is detected. Once the trackpad is paired with the Mac, use Software Update again to make sure the latest software is installed. Note: If the Mac Pro (Mid 2010) has had system software reinstalled for any reason, pair the Magic Trackpad and then run Software Update. If only basic functionality is present on Magic Trackpad, ensure that it is paired correctly before launching Software Update. Installing Batteries 1. Use a coin to remove the battery compartment cover on the left side. 2. Insert batteries into the battery compartment as shown. Warning: Replace or recharge batteries at the same time. Don’t mix old batteries with new batteries and don’t mix battery types (for example, alkaline and lithium batteries). Don’t open or puncture the batteries, install them backwards, or expose them to fire, high temperatures, or water. Don’t charge nonrechargeable AA batteries. Keep batteries out of the reach of children.

2010-08-31 Apple Battery Charger The Apple Battery Charger charges rechargeable NiMH batteries for Apple products that use AA batteries. Each Apple Battery Charger comes with six high-performance AA NiMH batteries: two for a keyboard, two for a mouse or trackpad, and two for charging. The Apple Battery Charger can charge either one or two NiMH rechargeable batteries. To charge batteries fully, allow at least five hours of charging time. For more information, refer to Kbase article HT 4275 About Apple Battery Charger. Batteries Use only NiMH rechargeable batteries in the Apple Battery Charger. Don’t try to charge nonrechargeable AA batteries (lithium or alkaline) in the charger. Caution: There is risk of explosion if the battery is replaced by an incorrect type. Dispose of used batteries according to the instructions. Don’t open or puncture the batteries, install them backwards, short circuit, or expose them to fire, high temperatures, or water. Keep batteries out of the reach of children. Status Lights The indicator light on top of the Apple Battery Charger displays the charging status of the batteries. • Amber: The batteries are charging. • Green: The batteries are charged and ready to use—the green indicator light shuts off after six hours • No light: May indicate any of the following conditions: • The batteries are charged and ready to use. • The inserted batteries are too deeply discharged to register immediately. • Flashing Amber: May indicate any of the following conditions: • The batteries haven’t been properly installed in the charger. • An unsupported type of battery is in the charger. • The batteries may be faulty or damaged and should be replaced.

 Apple Technician Guide Troubleshooting Mac Pro (Mid 2010)

2010-08-31 General Troubleshooting Update System Software and Firmware Important: Apply the latest software and firmware updates before you begin troubleshooting. Computers sometimes exhibit symptoms that indicate the wrong Mac OS X system software is Troubleshooting Theory For general information on troubleshooting theory, refer to: http://service.info.apple.com/service_training/en/006/troubleshoot/index.php?page=intro Emerging Issues For the latest on troubleshooting issues, refer to: http://support.apple.com/kb/index?page=search&q=khot%20Mac%20Pro%20 Emerging%20Issue Hardware vs. Software For information on how to isolate a hardware issue from a software issue, refer to: TS1388—Mac OS X: Isolating issues in Mac OS X TS1394—Mac OS X: Troubleshooting installation and software updates HT2956—Troubleshooting Mac OS X installation from CD or DVD For information on how to troubleshoot a software issue, refer to: HT1199—Mac OS X: How to troubleshoot a software issue

2010-08-31 Wireless Troubleshooting If you’re having issues with Bluetooth and wireless connectivity issues, refer to the following: • TS3048 Troubleshooting wireless mouse and keyboard issues • HT3887 Wireless input devices: Bluetooth frequently asked questions • HT1365 AirPort and Bluetooth: Potential sources of interference for wireless devices and networks • HT3903 Apple Wireless Keyboard and Mouse: How to install batteries • HT4273 About Apple Magic Trackpad Update 1.0 for Windows • HT4254 About: Magic Trackpad and Multi-Touch Trackpad Update 1.0 • HT 4275 About Apple Battery Charger • Bluetooth Service Diagnostic (BSD) self-paced training • Bluetooth Troubleshooting Course Mac Pro Firmware Updates Firmware is software 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 through a software update. EFI firmware updates update the Boot ROM, and SMC updates update the System Management Controller firmware. The SMC manages fans and other environmental parameters that are independent of the Boot ROM. Firmware symptoms can be easily mistaken for hardware issues (e.g., overheating issues, fan noise issues, etc.). Always check both EFI and SMC firmware versions and update if necessary before replacing any hardware components. The following lists describe the type of symptoms that may be resolved by updating the EFI and SMC firmware. Symptoms that may be resolved by updating EFI firmware: • Cannot eject media (various conditions) • No video on start up • Blue system failure screens in Windows XP/Vista • Not waking or sleeping when expected • Bad media taking too long to eject (including holding mouse button down at startup taking minutes to eject) Symptoms that may be resolved by updating SMC firmware: • Fan related behavior (excessive speed or noise) • Loud audible clicking from some fans • Thermal shut down or warnings • Diagnostics reporting failures • Sleep/wake issues • Intermittent shut down • SMC causes bad/missing ambient sensor to cause the computer to go to sleep • Hangs, black screen on restart from Windows

2010-08-31 • Quick power cycle causes Memory Processor Board Diagnostic LEDs and CPU Overtemp LEDs to illuminate solidly Important: Since the SMC firmware is stored on both the backplane board and processor board, it is important that the version of SMC firmware is the same on both boards. Please follow the steps outlined in KnowledgeBase article HT1557, “About Firmware Updates for Intel-based Macs,” to perform an EFI and/or SMC firmware update. Information about firmware versions for Intel Macs can be found in KnowledgeBase article HT1237, “EFI and SMC Firmware Updates for Intel-based Macs.”

2010-08-31 Memory Configuration Mac Pro (Mid 2010) comes with a minimum of 3 GB of memory in single-processor configurations, or a minimum of 6 GB memory in dual-processor configurations, installed as 1 GB unbuffered ECC dual inline memory modules (UDIMMs). DIMMs must fit these specifications: • PC3-10600E,1333 MHz, DDR3 SDRAM UDIMMs • Error-correcting code (ECC) • 72-bit wide, 240-pin ECC modules • 36 memory ICs maximum per ECC UDIMM For proper operation of Mac Pro (Mid 2010) computers, Apple recommends using only Apple- approved DIMMs. Refer to GSX for Apple DIMM service part numbers. Memory from older Macintosh computers is not compatible with Mac Pro (Mid 2010). Single-Processor Configuration A quad-core or 6-core Mac Pro (Mid 2010) has one processor and four memory slots. You can install 1 GB, 2 GB, or 4 GB DIMMs for a total of up to 16 GB of memory. You can install different size DIMMs in Mac Pro (Mid 2010). However, for best performance, Apple recommends you install equal-size DIMMs (all 1 GB, all 2 GB, or all 4 GB) filling the slots in the order listed in this table. Note that you cannot place a DIMM in slot 4, without first placing a DIMM in slot 3. If you have Fill these slots Two DIMMs 1 and 2 Three DIMMs 1, 2, and 3 Four DIMMs 1, 2, 3, and 4 See also “Memory Slot Utility” below.

2010-08-31 Dual-Processor Configuration An 8-core or 12-core Mac Pro (Mid 2010) has one processor and eight memory slots. You can install 1 GB, 2 GB, or 4 GB DIMMs for a total of up to 32 GB of memory. You can install different size DIMMs in Mac Pro (Mid 2010). However, for best performance, Apple recommends you install equal-size DIMMs (all 1 GB, all 2 GB, or all 4 GB) filling the slots in the order listed in this table. Note that you cannot place a DIMM in slot 4, without first placing a DIMM in slot 3; you also cannot place a DIMM in slot 8 without a DIMM in slot 7. If you have Fill in these slots Two DIMMs 1 and 2 Three DIMMs 1, 2, and 3 Four DIMMs 1, 2, and 5, 6 Six DIMMs 1, 2, 3 and 5, 6, 7 Eight DIMMs 1, 2, 3, 4 and 5, 6, 7, 8 See also “Memory Slot Utility” below. Memory Slot Utility If you install different-size DIMMs in single-processor or dual-processor Mac Pro (Mid 2010) computers, follow the order in the tables above. If the DIMM configuration you install doesn’t provide optimized performance, the Memory Slot Utility appears on screen and recommends an improved configuration. To use the Memory Slot Utility again, go to /System/Library/Core Services.

2010-08-31 Memory Diagnostic LEDs The single-processor and dual-processor boards include a set of diagnostic memory LEDs. The following illustrations show the location of each LED and its associated DIMM slot. Single-Processor Board Dual-Processor Board To diagnose memory issues, start up the computer and check the diagnostic memory LEDs. An illuminated, red LED indicates its associated DIMM may be poorly seated or failed. Note that Apple System Profiler does not report unseated or failed memory. You must use the memory LEDs to locate DIMM issues.

2010-08-31 Troubleshooting Memory LEDs Follow this procedure when troubleshooting each DIMM identified by a red LED: 1. Remove and reseat DIMM. 2. Restart computer. If associated LED is no longer illuminated, issue is resolved. 3. If associated LED remains illuminated, replace DIMM with new DIMM. 4. Restart computer and verify LED is no longer illuminated. There is one exception. If two LEDs illuminate at the same time for the 3 DIMM and 4 DIMM slots or for the 7 DIMM and 8 DIMM slots, check both DIMMs using this process: Check Result Action 1. Remove both DIMMs identified by illuminated LEDs. Set DIMM 4 (or DIMM 8) aside, and reseat DIMM 3 (or DIMM 7). Restart computer. Is DIMM 3 (or DIMM 7) LED illuminated? Yes Replace DIMM 3 (or DIMM 7) with new DIMM. Go to step 2. No Go to step 2. 2. Reinstall DIMM 4 (or DIMM 8). Restart computer. Is one or both LEDs illuminated? Yes Replace DIMM 4 (or DIMM 8) with new DIMM. No Issue resolved.

2010-08-31 PCIe/Graphics Cards The Mac Pro (Mid 2010) backplane board includes one double-wide PCI Express (PCIe) graphics slot and three PCIe expansion slots, for a total of four slots. The computer comes with a graphics card installed in slot 1. You can install additional PCIe graphics and expansion cards in the remaining three expansion slots. All four slots support 16-lane cards. Slot electrical specifications: • Slots 1 and 2: x16 PCIe 2.0 • Slots 3 and 4: x4 PCIe 2.0 For more information on Mac Pro (Mid 2010) graphics cards, refer to http://support.apple.com/kb/HT4279. Important: Graphics cards from previous Power Mac G5 and Mac Pro models are not software- compatible with Mac Pro (Mid 2010) models. Important: Combined maximum power consumption for all four PCIe slots must not exceed 300 W.

2010-08-31 Functional Overview Processor Board CPU A Heatsink Fan and Thermal Sensor * Intermittent shutdown * Freezes * Noisy or fast fans * Slow or reduced performance CPU A * Power & Fans, no boot/video * Freezes * Kernel panic Northbridge, Heatsink and Thermal Sensor * Intermittent shutdown * Freezes or unstable system * Noisy or fast fans * Slow or reduced performance Backplane Interconnect * No power * No boot * Intermittent freezes * Kernel panic Memory Slots 5-8 (Dual CPU confguration only) * Kernel panic * Reduced or slow system performance * Thermal issues * Frequent application crashes CPU B (Dual CPU confguration only) * Only 1 CPU detected by system * Freezes * Kernel panic CPU B Heatsink Fan and Thermal Sensor (Dual CPU confguration only) * Intermittent shutdown * Freezes * Noisy or fast fans * Slow or reduced performance Memory Slots 4-1 * Power and fans, no boot/video * Kernel panic * Reduced or slow system performance * Thermal issues * Frequent application crashes

2010-08-31 Backplane Board Hard Drive Thermal Sensors (1 per drive) * Intermittent shutdown * Freezes or unstable system * Noisy or fast fans * Slow or reduced performance * Drive spin-down Backplane Interconnect * No Power * No boot * Intermittent freezes * Kernel Panic AirPort * AirPort not detected in System Profiler * Kernel panic on boot or wi-fi data transfer Internal Speaker * No boot chime * No or distorted sound Processor Cage Fan - Front * Intermittent shutdown * Freezes * Fast or noisy fans * System runs hot Processor Cage Fan - Rear * Intermittent shutdown * Freezes * Fast or noisy fans Bluetooth * Bluetooth not detected in System Profiler * Intermittent Bluetooth availability * Data transfer or pairing issues Front Panel Board (including front USB, FireWire and headphone ports) * No power * Connectivity issues with front ports * No audio * Intermittent power off Optical Drive Power and SATA * Optical drive(s) not detected in System Profiler * No startup from DVD Optical Drive and Power Supply Fan * Intermittent shutdown * Freezes * Fast or noisy fans * System runs hot SATA Hard Drive 1 * Hard drive not detected in System Profiler * No startup from hard drive * Boot to flashing ? DC Power Supply connection * No power * Intermittent power-off * Power-off during heavy CPU/GPU/PCI load PCIe Fan * Intermittent shutdown * Freezes, graphics glitches * Fast or noisy fans * System runs hot SATA Hard Drive 2 * Hard drive not detected in System Profiler * Hardware RAID issues SATA Hard Drive 3 * Hard drive not detected in System Profiler * Hardware RAID issues SATA Hard Drive 4 * Hard drive not detected in System Profiler * Hardware RAID issues PCI Aux Power * No video (where required PCIe video cards) * PCI cards not detected PCIe Slots 1-4 * No video * Freezes or unstable system * Freezes during boot * Kernel panic * No hardware RAID (No boot) USB 2.0 Firewire 800 Digital Audio Analogue Audio Gigabit Ethernet

2010-08-31 Block Diagram Optical Drive Top PCIe Gen1 2.5GT/s 1 Lanes Each Direction 0.3GB/s Bandwidth PCIe Gen1 2.5GT/s 1 Lane Each Direction 0.3GB/s Bandwidth x4 ESI/DMI Gb Enet A 1 x16 Gen2 PCIe Slot 2 x16 Gen2 PCIe Slot PCIe Gen2 5GT/s 16 Lanes Each Direction 10GB/s Bandwidth Mac Pro (Mid 2010) System Block Diagram SATA 3 Gbps (6 channels) USB 2.0 (2 EHCI, 12 ports) GPIOs CPU A Xeon Six-Core 2.93 GHz (or 3.33 GHz Single-CPU) 12MB L3 Cache PCIe Gen2 5GT/s 16 Lanes Each Direction 10GB/s Bandwidth 4 x4 Gen2 PCIe Slot / RAID PCIe Gen2 5GT/s 4 Lanes Each Direction 2.5GB/s Bandwidth CPU B Xeon Six-Core 2.93 GHz 12MB L3 Cache DDR3 1333 MHz 3 Channels 1 or 2 DIMM Slot/Channel DDR3 1333 MHz 3 Channels 1 or 2 DIMM Slot/Channel 2 x16 PCIe x4 PCIe x20 QPI Port 1 x20 QPI Port 0 x4 ESI/DMI North Bridge QPI 20 Lanes Each Direction 6.4GT/s QPI 20 Lanes Each Direction 6.4GT/s QPI 20 Lanes Each Direction 6.4GT/s PCIe Gen1 2.5GT/s 4 Lanes Each Direction 1.25GB/s Bandwidth Voltage Monitor Temp Sensors Primary System Management Controller Power button/SIL LPC I2C Power Supply 80A @ 12V (S0) 5A @ 5V (S5) FW800 Optical Drive Bottom PCIe Gen1 2.5GT/s 1 Lane Each Direction 0.3GB/s Bandwidth HD Audio Codec Internal Speaker Rear I/O Panel Line In Digital In Digital Out Headphone / Mic / iPhone headset x1 PCIe South Bridge SPI Ethernet 10/100/1000 Mbit x1 PCIe x4 PCIe x1 Gen1 MiniPCIe Slot Front I/O on enclosure Line Out Main Clock Generator PECI 2.0 PCIe Switch 3 x4 Gen2 PCIe Slot PCIe Gen2 5GT/s 4 Lanes Each Direction 2.5GB/s Bandwidth PCIe Gen2 5GT/s 4 Lanes Each Direction FW800 FW800 PCIe Clock Buffer Fans Gb Enet B 4MB Voltage Monitor Temp Sensors Fans FW Ch 2 Ch 1 Ch 0 Ch 2 Ch 1 Ch 0 Current Monitor Secondary System Management Controller To Primary SMC Current Monitor Port 3-6 Port 7-10 Port 1-2 Port 0 Port 0 Port 1 Port 1 1 2 3 4 DIMM Slots 5 6 8 7 DIMM Slots To Secondary SMC USB 2.0 USB 2.0 Port 6 Port 3 Port 4 4 channels @ 0.3 GB/s Bandwidth each 1x 0.3 GB/s channel to each drive SATA/ SAS Mux 4 channels @ 0.3 GB/s Bandwidth each Ports 0 & 1 Ports 2 - 5 (to Bays 1 - 4) 1 2 3 4 Port 5 FW800 FW800 Power Button/ SIL 1 2 Airport Bluetooth 2.1 PROCESSOR BOARD BACKPLANE Dual-CPU Processor Board Only Port 10 Port 0 7 2 Port 9 4 1x 0.3 GB/s channel to each drive

2010-08-31 Common Reset Procedures The following reset procedures are often helpful in troubleshooting Mac Pro issues. Resetting the System Management Controller (SMC) The System Management Controller (SMC) controls all power functions for the computer. If the computer is experiencing any power issue, resetting the SMC may resolve it. The SMC controls several functions, including: • Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth • Handling system resets from various commands • Controlling the fans It is also recommended that the SMC be reset after a backplane board or processor board is replaced as part of a repair. Note that resetting the SMC does not reset the PRAM. Resetting the SMC will not resolve issues in which the computer is unresponsive—in these situations, restarting the computer generally works. If the computer isn’t responding, perform these steps one at a time, in the following order, until the issue has been resolved: 1. Force Quit (Option-Command-Escape) 2. Restart (Control-Command-Power) 3. Force Shut Down (press the power button for 10 seconds) Resetting the SMC can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so forth. If the computer still exhibits these types of issues after you’ve restarted the computer, try resetting the SMC by removing AC power: 1. From the Apple menu, choose Shut Down (or if the computer is not responding, hold the power button until it turns off). 2. Unplug the AC power cord. 3. Wait at least 15 seconds. 4. Plug the power cord back in, making sure the power button is not being pressed at the time. 5. Press the power button to start up the computer. For more information: http://www.apple.com/support HT1411—Mac Pro: How to reset the System Management Controller (SMC)

2010-08-31 Resetting the Parameter RAM (PRAM) To reset PRAM: 1. If the computer is on, turn it off. 2. Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in Step 4. 3. Turn on the computer. 4. Press and hold the Command-Option-P-R keys. Important: You must press this key combination before the gray screen appears. 5. Hold the keys down until the computer restarts and you hear the startup sound for the second time. 6. Release the keys. For more information: http://www.apple.com/support HT1379—Resetting your Mac’s PRAM and VRAM Starting Up in Safe Mode A Safe Boot is a special way to start Mac OS X when troubleshooting. To start up into Safe Mode (Safe Boot): 1. Make sure the computer is shut down. 2. Press the power button. 3. Immediately after you hear the startup tone, press and hold the Shift key. Note: The Shift key should be held as soon as possible after the startup tone but not before. 4. Release the 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. To leave Safe Mode, restart the computer normally, without holding down any keys during startup. For more information: http://www.apple.com/support HT1564—What is Safe Boot, Safe Mode? TS1884—Safe Boot take longer than normal startup

2010-08-31 Real Time Clock (RTC) Reset The Real Time Clock (RTC) is a chip on the backplane board that controls the date and time functions of the computer. Resetting the RTC may resolve booting issues. 1. From the Apple menu, choose Shut Down (or if the computer is not responding, hold the power button until it turns off). 2. Unplug the AC power cord. 3. Remove the battery for at least 20 seconds. You may need to remove a PCI Express card to have access to the battery. Alternatively, you can use the RTC reset button (small button located next to the battery). Press the button for one second when the computer is shut down but still connected to AC power. Power-On Self Test: RAM and Processor Verification When the computer is started up after being fully shut down, a self test in the computer’s ROM is automatically run. (The test is not run if the computer is only restarted.) If the test detects a problem, the status LED (located above the power button on the front of the computer) flashes in the following ways*: • 1 Flash: No RAM is installed or detected or the quick memory test failed. An LED will light up on the processor board next to the affected DIMM or empty DIMM slot. • 3 Flashes: A RAM bank failed extended memory testing. An LED will light up on the processor board corresponding to the affected DIMM. Troubleshooting: Try reseating the memory DIMMs. Check memory installation instructions for proper installation order. Swap affected DIMM with known good DIMM. *Note: The status LED lights up when the power button is depressed at startup. Do not count this light as one of the diagnostic flashes. The memory processor board diagnostic LEDs also flash briefly startup and shut down and when the computer goes in and out of sleep mode. This is normal behavior.

2010-08-31 Minimum Configuration Testing The following procedure can help you troubleshoot a “No Power” or other startup related symptom. The method gradually builds up the system from a minimum configuration and verifies expected behaviors at each step. This approach helps determine which modules function together. The goal is to identify which module(s) cause a symptom to recur when they are added. This method may also help you discover a loose or faulty cable or connector. If you encounter unexpected behavior during a step, you shoul investigate the last module you re-installed. Backtrack to the previous step, remove the last installed module, and re-verify the expected behavior. Note: Minimum configuration testing may not be practical for every repair. Refer to other troubleshooting sections in this manual for additional direction. Take Mac Pro Down to Minimum Configuration 1. Remove the following items from the Mac Pro: • Hard drives/solid state drives • Optical drives • Processor tray and processor board (containing processors, processor heatsinks, and memory) • PCIe cards • AirPort card • Bluetooth card • Battery • PCIe fan • Processor cage (including fans) • Front panel board Disconnect all cables from the backplane board, except the power supply.

2010-08-31 2. Attach a known good power cord from a known good AC source to the Mac Pro. Note: When connecting the Mac Pro to AC power, verify that the LEDs for OVTMP CPUA and OVTMP CPUB briefly flash red (less than 0.5 sec). The LEDs are located under hard drive bay 1 on the backplane board. If they do not illuminate briefly, there is an issue with either the power supply or the backplane board. Generally speaking, power supplies can be affected by issues more than other modules. If you suspect a power supply has failed,verify it in another Mac Pro (Mid 2010), if available, before replacing any modules. Note: The OVTMP CPUA and OVTMP CPUB LEDs on a properly functioning Mac Pro will also momentarily flash red immediately after the Mac Pro is disconnected from AC power. 3. Press the DIAG button, and verify 5V STBY LED (amber) illuminates. Expected behavior: 5V STBY LED illuminates, confirming power to the backplane board. If the LED does not illumuniate, suspect power supply or backplane board failure. 4. Disconnect AC power cord. Reinstall processor cage with fans and processor board. Do not reinstall processor(s), heatsinks, or memory. Notes: • Verify no bent pins on processor connector or mating connector of processor board and backplane board. • Verify no grime or foreign debris is causing contact issues on processor connectors, and connectors on processor board and backplane board. 5. Connect AC power cord. Press the DIAG button to verify the 5V STBY LED illuminates. This is

2010-08-31 a verify step, as you’ve added modules since previous step. Expected behavior: 5V STBY LED illuminates, confirming power to the backplane board. If the LED does not illuminate, suspect power supply or backplane board failure. 6. Momentarily jump the SYS_PWR solder pads to turn ON the Mac Pro. Expected behavior: • Front and rear processor cage fans (and PCIe fan, if installed) should spin slowly • One red-colored error LED illuminates on the processor board (next to the memory slots). Notes: • The solder pads are at the same location where the power button would be. • To help troubleshoot processor issues, check the related CPU Error LED. See “Processor Diagnostic LEDs.” 7. Press and hold the DIAG button. Expected behavior: • PSU PWROK (green), 5V STBY (amber), EFI DONE (green), GPU OK (green) LEDs illuminated • No startup tone • Front and rear processor cage fans (and PCIe fan, if installed) should spin slowly 8. Disconnect AC power cord. At this point, to make testing easier try powering on the computer using a known good front

2010-08-31 panel board, power button, and cable, instead of jumpering SYS_PWR solder pads. 9. Reconnect internal speaker. Reinstall a processor and heatsink in processor A connector, and one known good and compatible Apple memory DIMM in slot 1. Notes: • The Mac Pro won’t start if you use processor B only on a dual-processor board. Use processor A connector. • Verify no damaged pins on DIMM or processor connectors or mating connector of processor board and backplane board. • Verify no damaged heatsink thermal sensor and fan connector pins or mating connector on the processor board. If there is damage, all Mac Pro fans will ramp to 100% when power ON. • Verify no grime or foreign debris is causing contact issues on DIMM, processor connectors, and connectors on processor board and backplane board. 10. Connect AC power cord. Press the DIAG button to verify the 5V STBY LED illuminates. (This is a verification step, as you’ve added modules since previous step.) 11. Power Mac Pro ON either by PWR_ON solder pads or front panel board. Expected behavior: • The red-colored error LED on the processor board next to the memory slots at processor A should flash once only as the Mac Pro powers on. • Startup tone heard (if not, reset PRAM and retest) • Front and rear processor cage fans (and PCIe fan, if installed) should spin slowly Notes: • If using dual-processor board, both the LEDs next to the memory slots should flash once only. • You can test both processors independently using processor A connector only. 12. Disconnect AC power cord. Install a known-good hard drive with a compatible/bootable Mac OS installed. Notes: • Verify no damaged SATA data or power pins on drive and mating connector on backplane board. • Verify no grime or foreign debris is causing contact issues on SATA data or power pins on drive and mating connector on backplane board. 13. Connect AC power cord. Power Mac Pro on by PWR_ON solder pads or front panel board. Expected behavior: Listen for sound of hard drive boot. If no indication of hard drive boot, try drive in another bay. Note: Shortly after boot start, verify that a red-colored LED is illuminated within the optical audio-out jack at the rear of the Mac Pro. If so, software drivers have been loaded. 14. Disconnect AC power cord. Install a known good compatible PCIe graphics card into slot 1 and attach a known good display.

2010-08-31 Notes: • Verify no damaged PCIe pins on the video card and mating PCIe connector on backplane board. • Verify no grime or foreign debris is causing contact issues on the video card and mating connector on backplane board. 15. Connect AC power cord. Power Mac Pro ON either by PWR_ON solder pads or front panel board. Expected behavior: • Listen for sound of hard drive boot. • Verify good uncorrupted video on display. Processor Diagnostic LEDs The dual-processor board and single-processor board include a diagnostic LED for each processor. The following illustrations show the location of each LED and its associated processor. These error LEDs are normally off. A red illuminated LED indicates the associated processor may be missing or in overtemp state (PROCHOT). Single Processor Board

2010-08-31 Dual Processor Board Troubleshooting CPU Diagnostic LEDs • Determine if the error LED follows the processor heatsink • Verify the heatsink is physically undamaged and properly connected to the processor board • Check that adequate thermal grease is applied, and verify the fan is operating • For dual processor boards only: determine if the error LED follows the processor by swapping processor A and processor B locations.

39 2010-08-31 Symptom Charts Overview Use the following as a general troubleshooting road map for Mac Pro (Mid 2010). Check Result Action 1. Plug known good power source and power ON computer. Does computer power ON? Yes Computer powers on. Go to step 2. No Go to No Power Quick Check. 2. √ Computer powers on √ Startup sound chime (increase sound volume and retest, if unsure.) Connect external DVI or Mini Display Port monitor and restart unit. Is video observed on the external display? Note: For more information on supported display configurations, refer to http://support.apple.com/ kb/HT4279. Yes Video present on both. Go to step 3. No No video present on both. Reseat all DIMMs. Refer to Memory Diagnostic LEDs. Then go to No Video Quick Check. 3. √ Computer powers on √ Startup sound chime √ Video present Restart computer, immediately press and hold OPTION key to see boot drive volumes in Startup Manager. Are any bootable volumes detected? Yes Bootable drive volumes detected. Go to step 4. No No bootable drive volumes detected. Go to Power but No Boot Quick Check. 4. √ Computer powers on √ Startup sound chime √ Video present √ Boots from drive Try to boot from Install DVD. Is boot possible? Yes Can boot from Install DVD. Go to step 5. No Cannot boot from Install DVD. Go to Power but No Boot Quick Check.

 Mac Pro (Mid 2010) 40 2010-08-31 5. √ Computer powers on √ Startup sound chime √ Video present √ Boots from Install DVD and drive Does computer stay ON. Does it sleep and wake, and not shutdown? Yes Computer sleeps/wakes and does not shut down. Go to step 6. No Possible power-related issue. Go to Intermittent Shutdown Quick Check. 6. √ Computer powers on √ Startup sound chime √ Video present √ Boots from Install DVD and drive √ Reaches the desktop without kernel panic/freezes √ Computer sleeps/wakes and does not shutdown Plug in USB and FireWire devices. Do they appear in System Profiler and are they functional? Yes No USB/FireWire problems. Go to step 7. No USB/FW connection fail. Go to Input Output Devices symptom charts. 7. √ Computer powers on √ Startup sound chime √ Video present √ Boots from Install DVD and drive √ Reaches the desktop without kernel panic/freezes √ Computer sleeps/wakes and does not shutdown √ USB and FireWire functional Connect to AirPort and Ethernet networks. Do Ethernet/AirPort network connections work? Yes No Ethernet/AP communication problems. Go to step 8. No Ethernet/AP Network connection fail. Go to Communications symptom charts. 8. √ Computer powers on √ Startup sound chime √ Video present √ Boots from Install DVD and drive √ Reaches the desktop without kernel panic/freezes √ Computer sleeps/wakes and does not shutdown √ USB and FireWire functional √ Ethernet /AP works Use wireless mouse or keyboard, pair with the device. Does Bluetooth connection work? Yes No Bluetooth communication problems. Go to step 9. No Bluetooth connection fail. Go to Input Output Devices symptom charts.

 Mac Pro (Mid 2010) 41 2010-08-31 9. √ Computer powers on √ Startup sound chime √ Video present √ Boots from Install DVD and drive √ Reaches the desktop without kernel panic/freezes √ Computer sleeps/wakes and does not shutdown √ USB and FireWire functional √ Ethernet /AP works √ Bluetooth works. Check for correct sound input/ output setup in System Preferences Sound, then connect audio source and headphones and check to see if alternate audio in and out ports are detected. Record sound using QuickTime Player app, and play it to check for audio in/out functionality. Does internal and external audio in/out work? Yes No audio issue. No Audio Issue. Go to Front Headphone Jack Has No Audio Quick Check.

2010-08-31 Startup and Power Issues Follow the steps in the order indicated below. If an action resolves the issue, retest the computer to verify. If the issue persists after retesting, return to step 1. No Power/Dead Unit Unlikely cause: Optical drive(s), hard drive(s), fans, memory, processors, PCIe cards, speaker, AirPort card, Bluetooth card Quick Check Symptoms Quick Check No Power/Dead Unit No power No front panel power/sleep LED No startup chime No Image on external display No HD No fans spin No light if Caps Lock pressed Non-operational Reseat all DIMMs. Refer to Memory Diagnostic LEDs. Verify power source. Verify power cable. Reset SMC by unplugging the AC power cord for 15 seconds. Reconnect the power cord without pressing the power button. After 5 seconds press the power button and verify that the the computer turns on. Reset RTC.

2010-08-31 Deep Dive Check Result Action Code 1. Verify that connection between power supply and backplane board is undamaged and secure. Verify that power button and front panel board cable connections to the front panel board are undamaged and secure. See Functional Overview. Yes Go to step 2 No Reseat all connectors and retest. 2. Connect AC power cord to the computer. Verify the 5V STBY LED illuminates when you press the DIAG button on the backplane board. Yes STBY LED illuminates, but computer won’t power ON. Go to step 4. No Suspect power supply failure. Replace power supply and go to step 3. P01 3. Verify the 5V STBY LED illuminates when you press the DIAG button on the backplane board. Yes Issue resolved. No Go to step 5. 4. Disconnect the front panel board. Momentarily jumper the pictured SYS_PWR solder pads on the backplane board. Verify the computer turns ON. Yes Front panel board or power button faiure. For front panel board, use code M01. To verify power button, go to Power Button Stuck. M01 No Go to step 5. P01 5. Reduce computer to minimal configuration. See Minimum Configuration Testing. Verify the 5V STBY LED illuminates when you press the DIAG button on the backplane board. Yes Suspect a module that has been removed. Reinstall modules until symptom reappears. Replace affected module. Then go to step 6. No Replace backplane board and retest. M01

2010-08-31 6. Reconnect the processor board without processors. Press power button and verify computer turns ON. You can tell if the computer has started up by fans and LEDs. There is no other activity since there are no processors. Yes Add processor A and retest. If computer power remains stable, the power issue is resolved. No Go to step 1.

2010-08-31 Intermittent Shutdown Unlikely cause: Optical drive(s), hard drive(s), fans, memory, processors, PCIe cards, speaker, AirPort card, Bluetooth card Quick Check Symptoms Quick Check Intermittent Shutdown • Computer intermittently shuts down, restarts, sleeps • Fans run fast • Slow computer performance prior to intermittent shutdown, restart, sleep 1. Confirm known good AC power source, and a known good power cord is fully inserted into the back of the computer 2. Reset SMC 3. Power ON the computer 4. After power ON, verify front panel power/sleep LED illuminated, and not flashing any error sequences indicating a memory failure. 5. Startup from known good compatible boot device with ‘Shift’ key to boot into safe mode. 6. Check system.log in the Console to identify possible shutdown causes. If the computer won’t stay ON for long enough, place the customers’ hard drive into a known-good computer and retrieve the logs. 7. Confirm Energy Saver Settings, check for scheduled shutdown/startup/sleep times 8. Run AHT/ASD for sensor/fan thermal tests. Reset SMC by unplugging the AC power cord for 15 seconds. Reconnect the power cord ensuring the power button is not being pressed. After 5 seconds press the power button and verify if the computer turns on.

2010-08-31 Deep Dive Check Result Action Code 1. Verify shutdown/restart/ sleep issue does not occur with a known good AC Mains power source. Rule out customer environment such as defective, uninterruptable power supplies. Rule out power generators which may produce noisy power, straining the computer’s internal power supply and causing issues. Yes Suspect unstable AC Mains power source. Using an alternate AC Mains power source resolves issue. No Go to step 2 2. Remove all non critical internal and external peripherals, i.e. AirPort, Bluetooth, PCIe cards, external USB drives etc. Verify shutdown/restart/sleep issue does not occur Yes Shutdown/restart/sleep issue does not occur when internal and external peripherals removed. Troubleshoot suspected peripherals. No Go to step 3 3. Verify if fans are running fast. Yes Go to “Fast/Failed Fans” Flow No Fans running at normal speed. Go to step 4. 4. Reset SMC. Verify computer functions correctly and does not intermittently shutdown/ restart/sleep. Yes Corrupt SMC State causing power stability issues. Resetting SMC has resolved the issue. No Go to step 5 5. Attempt to boot from original or compatible install media, or from a known good external hard drive with compatible OS X installed. Verify computer stays ON without any intermittent shutdown/restart/sleep. Yes Computer power remains stable and does not intermittently shutdown/ restart/sleep. Clean install customer HD with compatible OS. Perform all Software Updates if required. No Go to step 5

2010-08-31 6. Disconnect all internal boot volumes. The computer should not discover any boot volumes and should start to the flashing “Folder?” Verify if the computer continues to intermittently shutdown/restart/sleep Yes Computer continues to shutdown/restart/sleep. Refer to Minimum Configuration Testing troubleshooting: Remove all modules and peripherals not critical to operation. Verify that computer functions correctly and does not shutdown/ reset/sleep unexpectedly. Then reinstall modules one at a time and restest until symptom returns. Verify that the last module added is not the cause by removing it again. No Run Apple Service Diagnostic from an external USB drive. Suggest to also go to Minimum Configuration Testing if no errors are found.

2010-08-31 Memory Issues/Kernel Panic and Freezes Unlikely cause: Power supply, fans, enclosure Quick Check Symptoms Quick Check Memory Issues/Kernel Panic and Freezes • Computer has kernel panic or freezes on startup, when waking from sleep, or during normal operation • Memory not recognized in System Profiler • Fans run fast 1. Reseat all DIMMs. Refer to Memory Diagnostic LEDs. 2. Reset SMC 3. After power ON, verify front panel power/sleep LED illuminated, and not flashing any error sequences indicating a memory failure. 4. Remove the installed RAID card and drives during troubleshooting. Install a known-good SATA drive in bay #1 with compatible Mac OS X installed. 5. Verify the video card is supported in this computer. Previous model Mac Pro video cards may not be compatible. Cross reference the EEE Code and GSX part number. 6. Verify with known good and compatible ECC DIMMs. Installing a non-ECC DIMM will cause all memory to run as non-ECC. Note that memory from older computers is not compatible and cannot be used. See Memory Configuration. 7. Ensure the compatible memory is filled in the correct order in the memory slots. If memory is not configured for the best performance, the “Memory Slot Utility” will appear onscreen and recommend an improved configuration. To use the utility again go to /System/Library/ CoreServices/Memory Slot Utility 8. Confirm total memory in System Profiler. 9. Startup with ‘Shift’ key down for safe mode boot. Check DiagnosticsReport folder for crash cause. 10. Startup from original install media, or known good boot device with compatible OS X. 11. Run AHT or ASD.

2010-08-31 Deep Dive Check Result Action Code 1. Remove and reseat all DIMM’s. If any memory diagnostic LEDs are illuminated on the processor board, refer to Troubleshooting Memory LEDs before proceeding. Verify the computer starts without issue. Yes Reseating the DIMMs appears to resolve issue. Verify computer continues to function without freezing or kernel panic. No Computer had kernel panic or freeze during boot. Go to step 2. 2. Disconnect all peripherals and PCIe cards. Install known good and compatible video card (ensure the card goes into PCIe slot #1 (16x), and has booster power cable connected if required) Yes Suspect peripherals or PCIe cards as cause. Reconnect one at a time, verifying computer operation at each stage No Computer had kernel panic or freeze during boot. Go to step 2 3. Reset SMC and verify that unit starts without issue. Yes Corrupt SMC state causing stability issues. Reset SMC has resolved. No Computer had kernel panic or freeze during boot. Go to step 3 4. Verify all fans are spinning and adequate airflow around the computer. Yes All fans are spinning, and adequate airflow. Go to step 4 No One or more fans are not spinning. Go to Computer Runs Slow with Fast/Failed Fans. 5. Attempt to boot with original install media or from an external hard drive with compatible OS X installed. Verify the computer is able to successfully boot to the Finder. Yes Computer boots without kernel panic or freeze using external drive. Corrupt OS installed or damaged internal boot drive. Run ASD/Disk Utility drive test and replace hard drive if test fails. Complete a Clean Install with compatible Mac OS X. H03 No Computer had kernel panic or freeze during boot. Go to step 5

2010-08-31 6. Inspect if any memory error LEDs are illuminated. Install 1 only known good compatible memory DIMM in memory slot #1. Verify computer boots without kernel panic or freeze. Yes Computer boots without kernel panic or freeze with only 1 DIMM installed. Re-install the customer memory (using optimized recommend configurations) until the at-fault memory is identified. Use extra known good memory to identify the faulty memory module. Replace the faulty memory module. M07 No Go to step 5 7. Start with ‘Shift’ key to boot into safe mode. If computer still crashes during boot, place the hard drive into a good computer to access the Panic log. Check panic log to determine if an I/O interface has crashed, i.e. AirPort card, Bluetooth card, hard drive, optical drive, etc. Yes Kernel panic relates to I/O device crash. Go to step 7 No Kernel panic is not relating to an I/O crash. Go to step 8

2010-08-31 8. Disconnect the suspected module and any related cables from the Back Plane board. Attempt to boot with original install media or from an external hard drive with compatible OS X installed. Verify the computer is able to successfully boot to the Finder. Yes Computer does not kernel panic or freeze when the suspect I/O module is removed. Replace the affected I/O module. If AirPort module, replace AirPort module. If Bluetooth module, replace Bluetooth module. If optical drive, replace optical drive cable and retest. If issue remains, try using known good optical drive. If issue resolved, replace defective optical drive. If hard drive, try using known good hard drive. If issue resolved, replace defective hard drive. If PCIe card, try using known good, compatible PCIe card, If issue resolved, replace defective PCIe card. N13 M11 X03 J03 H01 M17 No Computer still has kernel panic or freeze during startup. Go to step 8.

2010-08-31 9. Run ASD to test hardware function. Verify ASD does report errors. Yes ASD reports errors detected. If processor, processor board, backplane board, front panel board, replace affected module and retest. M05 (Hang/ freeze) or M06 (Kernel Panic/ Crash) or M24 (Con- nectors broken, bent, or hurt) No ASD does not report any errors, or is unable to run without experiencing kernel panic or freeze. Go to Minimum Configuration Testing.

2010-08-31 No Video Unlikely cause: Power supply, fans, speaker, AirPort card, Bluetooth card Quick Check Symptoms Quick Check No Video • No power perceived • No video • Dim video 1. To prevent replacing graphics cards unnecessarily, refer to http://support.apple.com/kb/HT4279. Note that graphics cards have three ports. However, if using more than one Mini Display- Port to Single-Link DVI adapter, only two displays are supported across the three ports. (Three displays are supported if using Mini Display-Port to Dual-Link DVI adapters or Mini Display-Port to VGA adapters.) 2. Reseat all DIMMs. Refer to Memory Diagnostic LEDs. 3. Attach a known good and compatible DVI or Mini-DP monitor to computer’s video card. Verify video cables and connectors are free from defects (including bent pins). Verify power booster cable(s) are secured to the video card. 4. Power OFF/ON the display. 5. Verify the video card is supported in this computer. Previous model Mac Pro video cards may not be compatible. Cross reference the EEE Code and GSX part number. 6. Reset RTC. 7. Confirm at least one known good and compatible memory DIMM is installed in the computer. 8. After power ON, verify front panel power/sleep LED illuminated and is not flashing any error sequences indicating a memory failure. Caps Lock LED illuminates when CapsLock key is pressed. 9. Verify the computer is alive by listening for the drive booting sounds. If not detected go to Power, but No Boot Quick Check. 10. Remove non essential peripheral cards 11. Reseat video card (and power boost cable(s) if required) in the correct PCIe slot 12. Remove onboard backup battery.

2010-08-31 Deep Dive Check Result Action Code 1. Disconnect all internal drives. Attach a known good display to the video card. Power ON the computer and verify video is observed on the display. Yes Video observed. Go to step 2. No No video observed. Go to step 3. 2. Verify the video quality observed is OK Yes Video quality OK. Go to step 5. No Video has poor quality, e.g. dim, distorted, etc. Go to step 4. 3. Reset SMC and PRAM. Reseat memory, processor tray, video card. Verify video is observed. Yes Video observed. Go to step 2. No Move the video card into PCIe slot #2 to determine if backplane board PCIe slot #1 is defective. Retest. If video observed in PCIe slot #2, replace backplane board. If no video observed in PCIe slot#2, replace video card. Alternate: Go to step 7. M03 4. Reset SMC and PRAM. Reseat memory, processor tray, video card. Verify video quality observed is OK. Yes Go to step 5. No Replace video card. Alternate: Go to step 7. M03 5. Reconnect an internal boot drive. Allow the computer to boot (video software drivers will load). Verify video quality is OK Yes Video quality observed is OK. Problem maybe with the customer display, or the customer display may not be compatible. No Video quality problem evident after booting. Verify video card fan operating, and is not clogged with dust preventing adequate cooling. Go to step 6.

2010-08-31 6. Boot from known good and compatible Mac OS X. Verify video quality observed is OK. Yes Video quality observed is OK. Problem isolated to software. Clean install the customer hard drive with known good compatible Mac OS X or use the media supplied with the computer. No Move the video card into PCIe slot #2 to determine if backplane board PCIe slot #1 is defective. Retest. If video quality OK in PCIe slot #2, replace backplane board. If still poor quality in PCIe slot #2, replace video card. M04 7. For testing, dual-processor computers require only one processor installed in socket A. For dual- and single-processor computers, reseat processor in socket A. Verify video observed. Yes Go to step 2. No Go to step 8. 8. If dual-processor computer, swap out processor in socket A and retest. Verify video is observed. Yes Replace defective processor. M03 No Replace processor board. M03

2010-08-31 Power, but No Boot Unlikely cause: Enclosure, processor board, processors, front panel board, fans, power supply Quick Check Symptoms Quick Check Power, but No Boot • Power, fans, hard drive spin, startup chime • Power LED is on, Caps Lock LED illuminates when pressed • Video observed (if no video, go to No Video) • No boot 1. Reseat all DIMMs. Refer to Memory Diagnostic LEDs. 2. Reset SMC. 3. Reset RTC. 4. Reset PRAM 5. After power ON, verify front panel power/sleep LED is illuminated and not flashing any error sequences indicating a memory failure. 6. Attempt to startup from original install media, or known good boot device with compatible Mac OS X. 7. Verify internal hard drive available, smart status, check structure and privileges using Disk utility. Deep Dive Check Result Action Code 1. Reset SMC. Verify the computer boots from the internal hard drive Yes Corrupt SMC State preventing successful power ON and startup. No Go to step 2 2. Remove the customer DIMMs and install a single known good compatible DIMM in socket #1. Start up the computer with Option key pressed using a known good keyboard. Verify the Startup Manager appears. Yes Computer boots to Finder with known good DIMM. Add another known good DIMM in socket #2 and retest. If computer starts up, isolate and replace affected customer DIMMs. Ensure the DIMMs are installed correctly following the recommended DIMM arrangement (see Memory Configuration) or crashing problems will arise. X02 No Go to step 3

2010-08-31 3. Disconnect all internal optical and hard drives. Verify the flashing “Folder?” appears after approximately 30 seconds. Yes Computer unable to boot with internal drives connected. Isolate drives Go to Hard Drive Not Recognized/Mounting and Optical Drive Not Recognized/Mounting. No Go to Minimum Configuration Testing Noise/Hum/Vibration Unlikely cause: Power supply, memory, processors, processor board, backplane board, PCIe cards, AirPort card, Bluetooth card Quick Check Symptoms Quick Check Noise/Hum/Vibration • Buzzing • Rattling • Ticking • Squeaking 1. Ensure the computer enclosure is undamaged; all enclosure parts are in good condition not loose or excessively worn. No foreign objects inside. 2. Verify the computer is sitting on a sturdy flat surface. 3. Verify all the air intake/outflow fans and vents are not obstructed. 4. Various normal fan acceptable noises may be heard in a quiet location. 5. Various normal hard drive and optical drive operational acceptable noises may be heard in a quiet location. 6. Reset the SMC. Verify all applicable SMC, EFI and Software Updates have been applied. 7. Play sound sample at loud and soft volume levels to determine if noise is caused by the speaker or the amplifier circuit. For more information, go to Distorted Audio from Internal Speaker. 8. Some software processes may cause the fans RPM to increase allowing the computer to remain within normal operating temperature range. Quitting computer-intensive processes should allow the fans to slow after a brief period.

2010-08-31 Deep Dive Check Result Action Code 1. Disconnect the speaker from backplane board. Power computer ON and verify noise disappears. Yes Audio issue with speaker or amplifier. Go to Distorted Audio from Internal Speaker No Go to step 2 2. Verify temperature sensors and fans are securely connected to their respective locations. See Sensor and Fan Location Overview Yes Go to step 4 No Disconnect/reconnect temperature sensors and Fans and retest. 3. Determine if noise issue sounds like computer fans are running abnormally fast. Note: Ensure the computer did not have the power button pressed when adding the AC power cord. Yes Replace related temperature sensor or fan. P04 No Go to step 4 4. Remove fan(s) and inspect blades for damage or obstructions. Yes Replace affected fan(s) P04 No Go to step 5 5. Remove related fan(s) and rotate blades. Verify that fan blades spin smoothly without interference from fan housing. Yes Go to step 6 No Replace affected fan(s) P04 6. Reinstall fan; make sure there are no cables routed under or near fan assembly that might interfere with the fan blades. After reassembling display, verify that the noise issue is resolved. Yes Noise issue resolved No Replace affected fan assembly. Retest

2010-08-31 Burnt Smell/Odor Unlikely cause: Enclosure Quick Check Symptoms Quick Check Burnt Smell/Odor Computer emits an odor or smell of smoke. 1. Disconnect the power cord from the computer. 2. Identify the source of the odor. 3. Some odors may be present when operating normally. Refer to http://support.apple.com/kb/ TA22044?viewlocale=en_US 4. Some visual clues may include brown marks on PCB’s, and component damage i.e. transistors, IC’s, inductors, capacitors, resistors etc. 5. When certain components fail because of overheating, the smell or odor clues may not be evident after the time of the incident. 6. Some components may not be easily accessible for visual identification of possible failure. Important: Components may emit brief non- continuous smoke or odor when the failure occurs. This does not typically suggest a safety issue. However, make a thorough inspection and if you feel there may be a safety issue with the computer, please notify Apple through the appropriate escalation route. Deep Dive Check Result Action Code 1. Verify source of the odor i.e. foreign contaminant such as fluid ingress, dust, hair, etc Yes Cleanup foreign contaminant, replace any affected modules. Foreign contaminants are not covered by Apple warranties P08 No Go to step 2 2. Inspect PCB’s and components for indications of a thermal event Yes Replace any affected modules P08 No Go to step 3

2010-08-31 3. Verify computer is functioning correctly Yes Some odors may be present when operating normally. Refer to http:// support.apple.com/kb/ TA22044?viewlocale=en_US No Please refer to best related troubleshooting section. Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code Verify whether existing symptom code applies to the issue reported by the user. If not, document reported symptom and send feedback to smfeedback@apple. com stating that a suitable symptom code could not be found.

2010-08-31 Communications Follow the steps in the order indicated below. If an action resolves the issue, retest the computer to verify. If the issue persists after retesting, return to step 1. Ethernet Port/Device Issue Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board, memory Quick Check Symptom Quick Check Ethernet Port/Device Issue • One or both Ethernet ports may not function • No Ethernet device present • Unable to access network resources • Ethernet device shows no connection • Ethernet device unable to get an IP address • Slow network performance 1. Check the network cable for damage, try a known good Ethernet cable – CAT5 or better recommended for 100Mbps+ connections. 2. Check both Ethernet ports on Mac and wall/ switch for dust, debris, damage or bent pins. 3. Ensure distance from networking infrastructure is less than 300 feet / 105 meters. 4. Verify both Ethernet ports, cable and network hardware with a known good computer. Isolate firewall, MAC address filtering or hardware access control devices. 5. Check system logs. Isolate OS by starting up from original install media (10.6.x) or compatible known good OS. Deep Dive Check Result Action Code 1. Visually inspect Ethernet connector to ensure all pins will make physical contact with Cat5 network cable. Yes Ethernet interface contacts are good to go. Go to step 2. No Pins are damaged or bent flat, replace backplane board. M10

2010-08-31 2. Isolate OS by booting from original install media. Verify Network Link status active by using Network Utility on install DVD. If the ethernet interface (en0 or en1) Link Status is inactive, recheck physical connect and link activity indicator on hub/switch. Yes Ethernet interface (en0 or en1) Link Status is active, go to step 3. No If connection is ok on known good computer, replace backplane board. M10 3. Verify if IP address is listed for the ethernet interface in System Preferences: Network. Connect computer to network with known good DHCP IP allocation, ensuring static DHCP maps or filtering is not preventing address allocation. Note: DHCP allocation may not be instantaneous depending on network. Retest. Yes go to step 4 No If connection is OK on known good computer, replace backplane board. M10 4. Verify connection by using Network Utility to ping another connected computer on the same subnet. Ensure the target computer’s IP address is valid, on the same subnet and powered on. Ensure no MAC address filtering or hardware access control devices are present. Use a simple Hub/ Switch environment. Yes Go to step 5 No If the symptoms do not change, replace the backplane board. M10 5. Verify ethernet performance and reliability by booting from a known good OS install, and downloading a large file from a web site or file server. Yes If you cannot isolate the performance or connectivity issue to the computer under test, the problem may be the network environment. No repair is necessary. No If there are connection dropouts or poor performance not seen on a known good test computer, replace the backplane board. M10

2010-08-31 AirPort/Bluetooth: Defective Wireless Devices Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board Quick Check Symptom Quick Check AirPort or Bluetooth: Defective Wireless Devices • Unable to join networks or pair devices • Card not available or recognized • Intermittent device or connection dropouts 1. Open System Preferences and make sure AirPort or Bluetooth is turned on and (for AirPort) that a network is selected. 2. Check that base station is not using unsupported connection and encryption protocols. 3. Check for nearby interference sources such as microwave ovens or cordless phones (http:// support.apple.com/kb/HT1365) 4. Check the number of users trying to use AirPort in the area for possible network congestion. 5. Isolate OS by booting from original install media (10.6.x). Attempt to connect to base station (AirPort) or pair with wireless keyboard (Bluetooth). 6. Reset PRAM. 7. Refer to http://support.apple.com/kb/TS3048. Deep Dive Check Result Action Code 1. Open System Profiler, check to see if AirPort or Bluetooth is recognized. Ensure software updates for AirPort/Bluetooth Software and Firmware have been applied. Yes (AirPort) Ensure MAC address filtering is not enabled on the Base Station (Bluetooth) Ensure target devices are set to discoverable. No If card is not detected or software updates do not resolve issue, go to step 2.

2010-08-31 2. Reseat the AirPort card and Bluetooth module on the backplane board. Yes Loose backplane board connection. Verify operation of AirPort card by connecting to a wireless network and downloading a large file from a website or file server. N04 No AirPort issue, go to 3, Bluetooth issues go to 5. 3. (AirPort) Verify the Antenna connections to the AirPort card are not reversed, loose, damaged or incorrectly attached to Bluetooth antenna. Reseat antenna connections. Yes Loose connections or crossed antenna N04 No If the connectors are secure, antenna connections not reversed and shown no signs of damage or wear, go to step 4 4. (AirPort) Try a known good AirPort card compatible with product Yes Replace AirPort card N12 No Replace backplane board. M11 5. (Bluetooth) Re-enable BT. Reseat the Antenna connection to the Bluetooth module. Verify the antenna connection is not loose, damaged or incorrectly attached to AirPort Antenna. Yes Loose connection or crossed antenna N04 No If the connectors are secure, antenna connections not reversed and shown no signs of damage or wear, go to step 6. 6. (Bluetooth) Try a known good Bluetooth module compatible with product. Yes Replace Bluetooth module N12 No Use known good Bluetooth module. Go to step 7. 7. (Bluetooth) Try a known good Bluetooth antenna board. Yes Replace Bluetooth antenna board. N14 No Replace backplane board. M11

2010-08-31 No/Poor Wireless Signal Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board, memory Quick Check Symptom Quick Check No/Poor Wireless Signal • Unable to find networks • Intermittent connection dropouts • Slow transfer speeds 1. Check for nearby interference sources in the 2.4/5GHz range such as microwave ovens and cordless phones (http://support.apple.com/kb/ HT1365). 2. Check that computer is within base station range – move closer to base station. 3. Base station checks: a. Base station is not set to low-power transmission mode b. Base station is not using unsupported connection and encryption protocols c. Check for possible Wi-Fi channel overlap (nearby base stations using adjacent channel) 4. Try a different wireless network. Check if other computers can connect to wireless network. 5. Isolate OS by booting from original install media (10.6.x). Attempt to connect to base station (AirPort) or pair with wireless keyboard (Bluetooth). Deep Dive Check Result Action Code 1. Open System Profiler, check to see if AirPort card is recognized under Network -> AirPort card Yes Use Software Update to make sure all AirPort Software and Firmware Updates have been applied. Ensure MAC address filtering is not enabled on the Base Station or using hidden network. No If card is not detected, go to AirPort/Bluetooth - Defective Wireless Devices.

2010-08-31 2. Verify the card is the correct part for the product and region by cross referencing the EEE code and GSX part number. Yes Incorrect AirPort card. Earlier revision AirPort cards from other computers may fit but not operate correctly. N04 No Go to step 3 3. Reseat the AirPort card on the backplane board. Yes Loose backplane board connection. Verify operation of AirPort card by connecting to a wireless network and downloading a large file from a website or file server. N04 No Go to step 4. 4. (AirPort) Verify the Antenna connections to the AirPort card are not reversed, loose, damaged or incorrectly attached to Bluetooth antenna. Reseat antenna connections. Yes Loose connections or crossed antenna N04 No If the connectors are secure, antenna connections not reversed and shown no signs of damage or wear, go to step 5 5. (AirPort) Try a known good AirPort Extreme card compatible with product Yes Replace AirPort Extreme card N12 No Replace backplane board. M11

2010-08-31 Wireless Input Device Loses Connection Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board, backplane board Quick Check Symptom Quick Check Wireless Input Device Loses Connection Drops connection 1. Check Bluetooth input device has fully charged batteries. 2. Isolate OS by booting from original install media (10.6.x). Attempt to pair with wireless keyboard (Bluetooth) 3. Check for nearby interference sources in the 2.4/5GHz range such as microwave ovens and cordless phones (kbase HT1365) 4. Check device compatibility on manufacturers website or product documentation. 5. Refer to http://support.apple.com/kb/TS3048. Deep Dive Check Result Action Code 1. System Profiler should list Bluetooth radio device under system hardware. Is Bluetooth device available? Yes Bluetooth Radio present, verify BT preference settings, go to step 2. No Attempt Bluetooth repair, go to step 6. 2. System Preferences has a Bluetooth preference panel. Ensure Bluetooth is on and discoverable. Attempt to pair devices. Are there any devices listed in the Bluetooth Setup Assistant pairing window? Yes Choose known good device and establish a connection. Go to step 4. No Attempt Bluetooth repair, go to step 6. 3. Re-align graphics card and all PCI fence covers (refer to PCI Express/Graphics Card in Take Apart). Verify good wireless connection. Yes Issue resolved. No Go to step 4.

2010-08-31 4. Ensure a known good Bluetooth device is on, in close range and discoverable mode. Is computer’s Bluetooth pairing with known good wireless device? Yes Pairing verified, connect with user’s device, go to step 5. No Attempt Bluetooth repair, go to step 6. 5. Is Bluetooth pairing with user’s Bluetooth device? Yes Connection established, continue testing for connection loss, go to step 9. No Check for software updates for both computer & device. K07 6. Reseat the Bluetooth module on the backplane board. Reseat and verify the Antenna connection to the Bluetooth card is not loose, damaged or incorrectly attached to AirPort antenna board. Yes Loose backplane board connection. Verify operation of Bluetooth module. Go to step 8. N04 No Go to step 7. 7. (Bluetooth) Try a known good Bluetooth module compatible with product. Yes Replace Bluetooth module. N12 No Use known good Bluetooth module. Go to step 8. 8. (Bluetooth) Try a known good Bluetooth antenna board. Yes Replace Bluetooth antenna board. N14 No Replace backplane board. M11 9. Continue to actively test user’s Bluetooth device to determine if there is a disconnect. Do not allow computer to sleep during this test. Is link lost during test ? If link is lost during start up, turn on System Preferences: Bluetooth: Advanced: “Open Bluetooth Setup Assistant at start up when no input device is present”. Yes Check for SW update, 2.4 GHz Radio interference, device low battery or user’s device features list for explanation. No Customer’s device not losing connection. Issue resolved or issue not repeatable.

2010-08-31 AirPort Card: Kernel Panic Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board Quick Check Symptom Quick Check AirPort Card: Kernel Panic • Kernel panic on boot • Kernel panic or freezing while attempting to connect to AirPort/Wi-Fi networks • Kernel panic while transferring data on Wi-Fi networks. 1. Isolate OS by booting from original install media (10.6.x). Try to connect to base station (AirPort). 2. Use Software Update to make sure all AirPort software and firmware updates have been applied. Deep Dive Check Result Action Code 1. Use Software Update to make sure all AirPort/Bluetooth Software and Firmware Updates have been applied. Is the kernel panic resolved? Yes Software Issue No If the kernel panic symptom continues, go to step 2. 2. Verify the card is the correct part for the product and region by cross referencing the EEE code and GSX part number. Yes Incorrect AirPort card. Earlier revision AirPort cards from other computers may fit but not operate correctly. N13 No Go to step 3 3. Reseat AirPort card, checking card and antenna cables for damage or incorrect antenna cable order. Verify if Kernel Panic condition still occurs. Yes Verify operation of AirPort card by connecting to a wireless network and downloading a large file from a website or file server. No If the kernel panic symptom continues, go to step 4

2010-08-31 4. Isolate AirPort card by removing the card from the backplane board. Verify if Kernel Panic condition still occurs. Yes If the kernel panic no longer occurs, continue to step 5 No If the kernel panic still occurs with AirPort card isolated from computer, go to Memory Issues/Kernel Panic and Freezes. 5. Install a known good AirPort Extreme Card compatible with computer. Verify if kernel panic condition still occurs. Yes If the kernel panic returns, replace backplane board. M11 No If the computer does not kernel panic, replace the AirPort card. N13 Wireless Performance Issue / Slow Connection Unlikely cause: p.s., fans, speaker, optical and hard drives, processor board, front panel board Quick Check Symptom Quick Check Wireless Performance Issue / Slow Connection • Slow or stalled data transfers • Intermittent connection dropouts 1. Check for nearby interference sources in the 2.4/5GHz range such as microwave ovens or cordless phones (http://support.apple.com/kb/ HT1365) 2. (AirPort) Check the number of users trying to use AirPort in the area for possible network congestion. Move closer to base station to improve signal reception. 3. (Bluetooth) Move devices closer together. 4. Check performance with a known good computer 5. (AirPort) Wireless base station checks: a. Base station is not set to low-power transmission mode. b. Base station is not set to a slower protocol mode (802.11b). c. Check for possible Wi-Fi channel overlap (nearby base stations using adjacent channel). 6. Isolate OS by booting from original install media (10.6.x). Attempt to connect to base station (AirPort) or pair with wireless keyboard (Bluetooth) 7. Use Software Update to make sure all AirPort and Bluetooth software and firmware updates have been applied.

2010-08-31 Deep Dive Check Result Action Code 1. Inspect the AirPort and Bluetooth Antenna boards for damage or obstruction. Yes Record damage: Proceed to possibly repair damaged parts. Go to step 2. G + Code No No visible damage. Go to step 2. 2. Verify the AirPort and Bluetooth Antenna boards are the the correct parts for the product. Yes Incorrect AirPort or Bluetooth antenna board. Antenna boards from earlier computers may fit but not operate correctly. N04 No Go to step 3 3. Turn off Bluetooth. Retest AirPort performance. Refer to Knowledge Base TS1809. Yes Possible AirPort interference from the Bluetooth card. Change AirPort Base station channel. Refer to http:// support.apple.com/kb/ TS1809. N04 No Continue by checking connections, go to 4 4. Reseat the AirPort card and Bluetooth module on the backplane board. Yes Loose backplane board connection. Verify operation of AirPort card by connecting to a wireless network and downloading a large file from a website or file server. N04 No AirPort issue, go to 5, Bluetooth issues go to 7. 5. (AirPort) Verify the Antenna connections to the AirPort card are not reversed, loose, damaged or incorrectly attached to Bluetooth antenna. Reseat antenna connections. Yes Loose connection or crossed antenna N04 No If the connectors are secure, antenna connections not reversed and shown no signs of damage or wear. Go to step 6.

2010-08-31 6. (AirPort) Try a known good AirPort card compatible with product Yes Replace AirPort card. N12 No Replace backplane board. M11 7. (Bluetooth) Re-enable BT. Reseat the Antenna connection to the Bluetooth module. Verify the antenna connection is not loose, damaged or incorrectly attached to AirPort Antenna. Yes Loose connection or crossed antenna N04 No If the connectors are secure, antenna connections not reversed and shown no signs of damage or wear, go to step 8. 8. Re-align graphics card and all PCI fence covers (refer to PCI Express/Graphics Card in Take Apart). Verify good wireless connection. Yes Issue resolved. No Go to step 9. 9. (Bluetooth) Try a known good Bluetooth module compatible with product Yes Replace Bluetooth module. N12 No Use known good Bluetooth module. Go to step 10. 10. (Bluetooth) Try a known good Bluetooth antenna board. Yes Replace Bluetooth antenna board. N14 No Replace backplane board. M11

2010-08-31 Wireless Input Device Doesn’t Pair Unlikely cause: power supply, fans, speaker, optical drives, hard drives, processor board, front panel board, memory, backplane board Quick Check Symptom Quick Check Wireless Input Device Doesn’t Pair Can’t get the computer to recognize the Bluetooth keyboard, mouse, or trackpad 1. Check Bluetooth System Preference is set to Discoverable. 2. Check Bluetooth device has fully charged batteries. 3. Check for Bluetooth software updates for both the device and Mac OS X. 4. Refer to http://support.apple.com/kb/TS3048. 5. If the Bluetooth pairs with no problems, probe about potential interference issue at user’s site. Refer to http://support.apple.com/kb/HT1365. 6. Check device compatibility on manufacturers website or product documentation. Deep Dive Check Result Action Code 1. System Profiler should list Bluetooth radio device under system hardware. Is Bluetooth device available? Yes Bluetooth Radio present, verify BT preference settings. Go to step 2. No Attempt Bluetooth repair, go to step 6. 2. System Preferences has a Bluetooth preference panel. Ensure Bluetooth is on and discoverable. Attempt to pair devices. Are there any devices listed in the Bluetooth Setup Assistant pairing window? Yes Choose known good device and establish a connection. Go to step 4. No Attempt Bluetooth repair, go to step 6.

2010-08-31 3. Re-align graphics card and all PCI fence covers (refer to PCI Express/Graphics Card in Take Apart). Verify input device pairs. Yes Issue resolved. No Go to step 4. 4. Ensure a known good Bluetooth device is on, in close range and discoverable mode. Is computer’s Bluetooth pairing with known good wireless device? Yes Pairing verified, connect with user’s device, go to step 5. No Attempt Bluetooth repair, go to step 6. 5. Is Bluetooth pairing with user’s Bluetooth device? Yes Connection established. Verify operation of Bluetooth module by pairing with compatible known good device and transferring data. No Check for software updates for both computer & device. K07 6. Reseat the Bluetooth module on the backplane board. Reseat and verify the Antenna connection to the Bluetooth card is not loose, damaged or incorrectly attached to AirPort antenna board Yes Loose backplane board or antenna connection. Verify operation of Bluetooth module, by pairing with compatible known good device and transferring data. N04 No Go to step 7. 7. (Bluetooth) Try a known good Bluetooth module compatible with product Yes Replace Bluetooth module N12 No Use known good Bluetooth module. Go to step 8. 8. (Bluetooth) Try a known good Bluetooth antenna board. Yes Replace Bluetooth antenna board. N14 No Replace backplane board. M11 Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code Verify whether existing symptom code applies to the issue reported by the user. If not, document reported symptom and send feedback to smfeedback@apple. com stating that a suitable symptom code could not be found.

2010-08-31 Mass Storage Follow the steps in the order indicated below. If an action resolves the issue, retest the computer to verify. If the issue persists after retesting, return to step 1. Hard Drive/SSD Read/Write Issue Unlikely cause: speaker, fans, processor board, AirPort card, Bluetooth card, power supply Quick Check Symptom Quick Check Hard Drive/SSD Read/Write Issue Bad Sector/Defective Drive Formatting Issue • Cannot save documents • Read/Write error message • Hang when accessing or saving data • Intermittent, unexpected beach ball Note: The RAID card does not support solid state drives. 1. Remove all peripherals from the computer including third-party PCIe cards. 2. Reseat any affected drives into other bays. 3. Reseat memory, or test with known good compatible memory. 4. Boot from Install DVD. Verify S.M.A.R.T. status of the affected drive using Disk Utility. 5. Repair the affected drive using Disk Utility. 6. Erase drive and reinstall Mac OS using Installer. Note: Formatting erases all data. Ensure customer data is backed up prior to beginning this step. Deep Dive Check Result Action Code 1. Disconnect and reseat the affected drive. Start up from Restore DVD and launch Disk Utility. Is the affected drive available for Disk Utility to repair? Yes Go to step 2. No Go to step 3.

2010-08-31 2. Verify that Disk Utility is able to mount, and the affected drive is successfully repaired. Yes Restart the computer. Go to step 6. No If the computer has not been verified with a known good drive, go to step 3; otherwise take affected drive to step 6. 3. Install a known good compatible Mac OS X bootable drive. Verify the computer boots to desktop. Yes Re-install the affected drive. Go to step 2. No Issue not hard drive or SSD related. Continue to use the known good bootable drive to determine computer root cause. Go to step 4. 4. Install a known good compatible Mac OS X bootable drive into a different drive bay. Verify the computer boots to desktop. Yes Remove the known good drive. Re-install the original affected drive into the same bay. Go to step 2. H03 No Replace backplane board. Go to step 5. M19 5. Verify the computer boots to desktop and is able to successfully read/write data. Yes Issue resolved. No Affected drive repairs also necessary. Go to step 6. 6. Format affected drive using GUID scheme, and clean install compatible Mac OS X on the drive. Verify the install completes without error and is able to start up the computer successfully. Note: Formatting erases all data. Ensure customer data is backed up prior to beginning this step. Yes Issue resolved. No Affected drive appears to be defective. Replace drive. H03

2010-08-31 Hard Drive/SSD Not Recognized/Not Mounting Unlikely cause: speaker, fans, backplane board, processor board, processors, power supply, enclosure Quick Check Symptom Quick Check Hard Drive/SSD Not Recognized/ Not Mounting Drive No Boot • Flashing question mark • Boots to grey screen • Boots to blue screen Note: The RAID card does not support solid state drives. 1. Reseat all DIMMs. Refer to Memory Diagnostic LEDs. 2. Remove all peripherals from the computer including third-party PCIe cards. Install a known good video card. 3. Start up computer while holding down the Option key. If the drive is available, attempt to boot it. 4. Reseat any affected drives into other bays. 5. Reset RTC. 6. Boot from Install DVD. Verify S.M.A.R.T. status of the affected drive using Disk Utility. 7. Repair the affected drive using Disk Utility. 8. Erase disk and reinstall Mac OS using Installer. Note: Formatting erases all data. Ensure customer data is backed up prior to beginning this step. Deep Dive Check Result Action Code 1. Disconnect and reseat the affected drive. Start up from Restore DVD and launch Disk Utility. Is the affected drive available for Disk Utility to repair? Yes Go to step 2. No Go to step 3.

2010-08-31 2. Verify that Disk Utility is able to mount, and the affected drive is successfully repaired. Yes Restart the computer. Go to step 6. No If the computer has not been verified with a known good drive, go to step 3; otherwise take affected drive to step 6. 3. Install a known good compatible Mac OS X bootable drive. Verify the computer boots to desktop. Yes Re-install the affected drive. Go to step 2. No Issue not hard-drive related. Continue to use the known good bootable drive to determine computer root cause. Go to step 4. 4. Install a known good compatible Mac OS X bootable drive into a different drive bay. Verify the computer boots to desktop. Yes Remove the known good drive. Re-install the original affected drive into the same bay. Go to step 2. X03 No Replace backplane board. Go to step 5. M19 5. Verify the computer boots to desktop and is able to successfully read/write data. Yes Issue resolved. No Affected drive repairs also necessary. Go to step 6. 6. Format affected drive using GUID scheme, and clean install compatible Mac OS X on the drive. Verify the install completes without error and is able to start up the computer successfully. Note: Formatting erases all data. Ensure customer data is backed up prior to beginning this step. Yes Issue resolved. No Affected drive appears to be defective. Replace drive. H01

2010-08-31 Hard Drive Noisy Unlikely cause: speaker, backplane board, processor board, processors, SSD, memory, power supply, fans, Bluetooth card, AirPort card Quick Check Symptom Quick Check Hard Drive Noisy • Noise during start up • Noise during operation • Noise when drive is copying or saving data 1. Test with known good media to see if noise is optical drive related. 2. Check with Activity Monitor for any hard drive access when assessing idle drive noise (example: Spotlight indexing in the background). 3. Verify if operational noises are excessive when compared to another same model Mac Pro. 4. Boot from a known good Mac OS source to eliminate possible software issues. 5. Boot from Install DVD. Verify S.M.A.R.T. status of the affected internal hard drive using Disk Utility. 6. Reseat any affected drives into other bays, ensuring all carrier screws are fastened securely. 7. Repair any affected internal hard drives using Disk Utility. Deep Dive Check Result Action Code 1. Boot from Restore DVD and launch Disk Utility. Is the affected hard drive available for Disk Utility to repair? Yes Go to step 2 No Replace affected hard drive or branch to Hard Drive Not Recognized/Not Mounting H01 2. Repair the affected hard drive using Disk Utility and verify it completed successfully Yes Restart the computer. Go to step 3 No Go to step 4. 3. Verify if the hard drive remains excessively noisy compared to other hard drives of the same vendor and model. Yes Go to step 4. No Issue resolved.

2010-08-31 4. Erase the affected hard drive and reinstall Mac OS using Installer (if it was a boot volume). Verify the process completed without any errors. Yes Restart the computer. Go to step 3 No Replace the affected hard drive. Go to step 5. H06 5. After replacing with a known good hard drive verify excessive noise levels no longer occur Yes Issue resolved. No Go to step 6 6. Remove the customer hard drive(s), boot the computer from an external drive, verify if the computer remains excessively noisy. Yes Fan noise or optical drive noise likely to be the cause. See Optical Drive Noisy and Mechanical Issues: Thermals and Enclosure. No Go to step 7 7. Install a known good hard drive and verify if the noise level is similar to customer’s hard drives. Yes Customer ‘s hard drive(s) noise levels are similar to a known good drive. No repair required No Replace the affected customer’s hard drive. Go to step 5. H06 Optical Drive Won’t Accept/Reject Media Unlikely cause: speaker, backplane board, processor board, processors, memory, power supply, fans, Bluetooth card, AirPort card Quick Check Symptom Quick Check Optical Drive Won’t Accept/ Reject Media • Cannot insert a disc into the drive • Cannot eject a disc placed into the drive 1. Verify in Apple System Profiler that the Serial-ATA section lists any optical drive in the device tree. 2. Restart computer and hold down mouse button or keyboard eject key to cycle optical drive. 3. Inspect optical drive enclosure door and drive tray for obstructions.

2010-08-31 Deep Dive Check Result Action Code 1. Is optical drive listed in the device tree for SATA devices with System Profiler? Yes Optical drive has power and is communicating with the computer. Inspect disc load/ eject operation. Go to step 2 No Go to Optical Drive Not Recognized/ Not Mounting 2. Inspect computer enclosure optical drive door and the optical drive tray. Verify there are no obstructions, the drive tray is undamaged, and the tray does eject/inject on command. Note: To isolate issues to the enclosure vs. a drive, pull the optical drive carrier out of the enclosure, position it so the drives eject to the side of the computer, and attempt to eject the drive(s). Yes Go to step 3 No Replace damaged optical drive or computer enclosure that interferes with disc use. Won’t inject Won’t eject Optical drive damaged Enclosure damaged J01 J02 J05 X13 3. Insert known good media and test affected optical drive for load operation of disc. Does media auto eject? Yes Replace the optical drive. (Mechanical damage to optical drive if found) J03 (J05) No Go to step 4 4. Does media mount on the desktop? Yes Go to Eject Test step 5 No Go to Optical Drive Read/ Write Data Error. 5. Does media eject from the optical drive on command? Yes Issue resolved. No Replace damaged optical drive or computer enclosure that interferes with disc use. Won’t eject Optical drive damaged Enclosure damaged J02 J05 X13

2010-08-31 Optical Drive Read/Write Data Error Unlikely cause: speaker, fans, backplane board, processor board, processors, memory, power supply, enclosure Quick Check Symptom Quick Check Optical Drive Read/Write Data Error • Read or write speeds slower than expected. • Unreliable recorded media • Failure to complete recording on high quality media 1. Check with known good optical media such as the Install media that came with the computer. Verify the media in another same-model computer. Low quality and consumer-recorded media where the recording has not been optimized may cause excessive seek and read/ write retries, which slows performance. For information regarding factors affecting writing to or reading from optical media, review http:// support.apple.com/kb/HT2882?viewlocale=en_ US. 2. For Write issues, check with Known Good media that performs well in another machine and drive of the same model. 3. Verify Audio CD’s without Copy Control are used during testing as computer optical drives may have difficulty reading the content. 4. Check both CD and DVD media. If only one type of media is producing errors, there is a laser issue. (J99) Deep Dive Check Result Action Code 1. Is media free to spin without optical drive scraping edge or surface of media? Yes Continue and verify media read. Go to step 2. No Mechanical interference internal to optical drive is affecting rotational spin of media, replace optical drive.. J03

2010-08-31 2. Can customer’s optical drive read both known good CD and DVD media? Yes Read functional, verify write to disc. Go to step 6. No Optical drive reads CD only, or optical drive reads DVD only indicates optical laser issue. Replace optical drive. Go to step 6 J03 Optical drive can not read any media reliably, Go to step 3 3. Reseat SATA/Power cable connections between backplane board and optical drive (check for any cable and connector damage). Verify the media is now recognized in System Profiler and reads/ writes reliably. Yes Reseat cables. Resolved issue. No Go to step 4 4. Disconnect SATA/Power cable at backplane board. Use spare SATA/Power cable as alternate. Connect the spare cable to the port. Connect the alternate cable to the optical drive. Verify the media is now recognized and reads/writes reliably. Yes SATA/Power cable defective. Replace SATA/Power cable. Issue resolved. X03 No Go to step 5 5. Use alternate backplane board SATA port and retest. Test write data to compatible CD and DVD media. Verify burned media is recognized and reads reliably. Yes Backplane board defective. Replace backplane board. Go to step 6. M19 No Replace the optical drive. Go to step 6. J03 6. Test write data to compatible CD and DVD media. Verify recorded media is recognized and reads reliably. Yes Issue resolved. No Go to step 3

2010-08-31 Optical Drive Not Recognized/Not Mounting Unlikely cause: speaker, fans, backplane board, processor board, processors, memory, power supply, enclosure, Bluetooth card, AirPort card Quick Check Symptom Quick Check Optical Drive Not Recognized/ Not Mounting • Discs inject and eject, but do not appear in Finder 1. Verify in Apple System Profiler the Serial-ATA section lists any optical drive in the device tree. 2. The Disc Burning section of Apple System Profiler will show any media inserted. 3. Check Finder Preferences: General, and make sure “CD’s, DVD’s and iPods” is checked under “Show these items on the desktop.” 4. Verify Audio CD’s without Copy Control are used during testing, as computer optical drives may have difficulty reading the content. 5. Check both CD and DVD media. If only one type of media is recognized, there is a laser issue. (J99) 6. Remove optical drive (with its carrier) and verify cables are securely connected to the drive and to the backplane board. Deep Dive Check Result Action Code 1. Is the optical drive listed in the device tree for SATA devices with System Profiler? Yes Optical drive hardware recognized. Check Finder Preferences: General, and make sure “CD’s, DVD’s and iPods” is checked under “Show these items on the desktop.” No Go to step 2

2010-08-31 2. Reseat all connections between backplane board, SATA/Power cables, and optical drive are secure. Visually inspect cables and connectors for any debris, damage, or bent pins. Verify the media is now recognized in System Profiler and reads/writes reliably. Yes Issue resolved. Optical drive recognized. No Replace any damaged cables and retest. If connections are good and with no visible cable damage, go to step 3 X03 for cable damage 3. Disconnect SATA/Power cable at backplane board. Use spare SATA/Power cable as alternate. Connect the spare cable to the port. Connect the alternate cable to the optical drive. Verify the media is now recognized in System Profiler and reads/writes reliably. Yes SATA/Power cable defective. Replace SATA/Power cable. Issue resolved. X03 No Go to step 4 4. Use alternate backplane board SATA port and retest. Test read/ write data to compatible CD and DVD media. Verify burned media is recognized and reads reliably. Yes Backplane board defective due to connector issue. Replace backplane board M19 No Replace the optical drive. J03

2010-08-31 Optical Drive Noisy Unlikely cause: speaker, fans, backplane board, processor board, processors, memory, power supply, hard drives Quick Check Symptom Quick Check Optical Drive Noisy • Noise during boot • Noise during operation • Noise when drive is copying or writing data 1. Check using known good optical media such as the Install media that came with the computer. Verify the media in another same-model computer. 2. For baseline testing, it is important to use known good factory-pressed media such as Install media. Do not use consumer-recorded media. 3. Most mechanism seeking sounds of various media are normal 4. Verify if noise occurs without media in the drive. If so, check if other drives and fans maybe causing the noises. 5. Verify Audio CD’s without Copy Control are used during testing as computer optical drives may have difficulty reading the content. Common causes of excessive drive noise and vibrations • Non uniform screen-printing on discs (including stickers and labels) may cause misbalance • Scratches, chips, warping, delaminating disc surfaces • Low quality and consumer-recorded media where the recording has not been optimized may cause excessive seeking and read/write retries.

2010-08-31 Deep Dive Check Result Action Code 1. Insert known good media. Verify media free to spin without optical drive scraping edge or surface of media. Ensure there are no contaminants, obstructions, or debris in the tray. For media compatibility, refer to the following article: http:// support.apple.com/kb/ HT2446 Yes Initial disc/tray ingest noise is normal. Disc spinning and head seek indicate computer is attempting to mount the media on the Desktop. Seek noise should settle down once mounted. Go to step 2 No Mechanical interference internal to optical drive is affecting rotational spin of media. Replace optical drive. J04 2. Verify if the seek activity noise is excessive compared to another same vendor/model optical drive when using known good and compatible media. Yes Replace excessively noisy optical drive. J04 No Go to step 3 3. Disc spin should cease approximately 30 seconds after mounting the media on the Desktop if the volume is not being accessed by applications. Verify the excessive noise is related to disc spin Yes Noise related to disc spin or disc surface contact, go to step 4 No Noise related to possible disc load/eject issue, go to step 5 4. Remove the optical drive. Verify the optical drive is correctly aligned with the carrier and securely fastened to minimize any vibrations. Ensure spare optical drive screws are not loose in the carrier. Reinstall the optical drive. Verify the carrier slides into the enclosure smoothly to ensure correct positioning and locking on the posts of the computer enclosure. Verify if optical drive is still noisy. Yes Verify tray eject mechanism. Go to step 5 No Noise issue resolved. Optical drive was not properly mounted in the computer enclosure. (Possible mechanical damage to optical drive.) (J05)

2010-08-31 5. Disc handling noise is typically motor gear sounds driving disc tray out of optical drive, with the enclosure door opening. Verify if the ejection noises are excessive compared to another same vendor/model optical drive using known good media. Yes Replace noisy optical drive for load/eject related disc handling. J04 No Noise is not load/eject related. Go to step 6 6. Disc spin should cease 30 seconds after mounting on the desktop if the volume is not being accessed by applications. Media may be mounting on a defective internal spindle hub. Is the noise related to disc spin? Yes Replace optical drive due disc spin noisy operation. J04 No Noise does not appear to be optical drive related. Go to another noise related flow

2010-08-31 Optical Drive Not Performing to Specs Unlikely cause: speaker, fans, backplane board, processor board, processors, memory, power supply, enclosure, Bluetooth card, AirPort card Quick Check Symptom Quick Check Optical Drive Not Performing to Specs • Read or write speeds slower than expected. • Unreliable recorded media • Failure to complete recording on high quality media 1. Check with known good optical media such as the Install media that came with the computer. Verify the media in another same-model computer. Low quality and consumer-recorded media where the recording has not been optimized may cause excessive seek and read/ write retries, which slows performance. For information regarding factors affecting writing to or reading from optical media, review http:// support.apple.com/kb/HT2882?viewlocale=en_ US. 2. For Write issues, check with Known Good media that performs well in another machine and drive of the same model. 3. Verify Audio CD’s without Copy Control are used during testing as computer optical drives may have difficulty reading the content. 4. Check both CD and DVD media. If only one type of media is producing errors, there might be a laser related issue. (J99) Deep Dive Check Result Action Code 1. Verify the optical drive is able to read both known good CD and DVD media? Yes Reading is functional. Verify write to disc, go to step 5 No Optical drive reads CD only, or optical drive reads DVD only indicates optical laser issue. Replace optical drive. J03 Optical drive cannot read any media reliably, Go to step 2

2010-08-31 2. Reseat SATA/Power cable connections between backplane board and optical drive (check for any cable and connector damage). Verify the media is now recognized and reads reliably. Yes Reseat cables resolved issue. No Go to step 3 3. Disconnect SATA/Power cable at backplane board. Use spare SATA/Power cable as alternate. Connect the spare cable to the port. Connect the alternate cable to the optical drive. Verify the media is now recognized and reads/writes reliably. Yes SATA/Power cable defective. Replace SATA/Power cable. Issue resolved. X03 No Go to step 4 4. Use alternate backplane board SATA port and retest. Test write data to compatible CD and DVD media. Verify burned media is recognized and reads reliably. Yes backplane board defective. Replace backplane board M19 No Replace the optical drive. Go to step 5 J03 5. Test write data to compatible CD and DVD media. Verify recorded media is recognized and reads reliably. Yes Issue resolved. No Go to step 2 Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code Verify whether existing symptom code applies to the issue reported by the user. If not, document reported symptom and send feedback to smfeedback@apple. com stating that a suitable symptom code could not be found.

2010-08-31 Input/Output Devices Follow the steps in the order indicated below. If an action resolves the issue, retest the computer to verify. If the issue persists after retesting, return to step 1. USB Port Does Not Recognize Known Devices Unlikely cause: Power supply, fans, speaker, hard drives, optical drives, processor board, memory, backplane board Quick Check Symptom Quick Check USB Port Does Not Recognize Known Devices USB devices such as wired keyboard/mice and third-party devices not recognized 1. Check the for latest software updates for Apple and especially third party devices. 2. Use Apple System Profiler to verify the computer recognizes each of the USB buses in the USB device tree. 3. Test front and rear ports with known good Apple keyboard or mouse. 4. Verify any external USB device with large power requirements have their own external power supplies. 5. Verify external USB device cables by using known good cables. Deep Dive Check Result Action Code 1. Disconnect all peripherals except for a known good Apple USB device. Yes Go to step 2 No Repeat step 1

2010-08-31 2. Verify the USB ports are free from contaminants and debris. Yes Go to step 3 No Remove contaminants and debris. Replace affected modules if necessary. Defects caused by contaminants or debris are not covered by Apple warranty. Go to step 3. 3. Reset SMC. Verify each of the USB buses are recognized, and a known good connected USB device is recognized. Yes Issue resolved. Issue maybe caused by another peripheral device. No Go to step 4. 4. Disconnect the front panel board. Verify a known good USB device connected to a rear port on the computer is recognized. Yes Front panel board failure. Replace front panel board M15 No Backplane board failure. Replace backplane board. M15 FireWire Port Does Not Recognize Known Good Devices Unlikely cause: Power supply, fans, speaker, hard drives, optical drives, processor board, memory Quick Check Symptom Quick Check FireWire Port Does Not Recognize Known Good Devices FireWire devices such as video cameras, etc. not recognized 1. Check for latest software updates for Apple and especially third party devices. 2. Use Apple System Profiler to verify the computer recognizes each of the FireWire busses in the FireWire device tree. 3. Test front and rear ports with known good FireWire device and cable. 4. Verify any external FireWire devices with large power requirements have their own external power supplies. 5. Verify external FireWire device cables by using known good cables.

2010-08-31 Deep Dive Check Result Action Code 1. Disconnect all peripherals except for a known good FireWire device and cable. Yes Go to step 2 No Repeat step 1 2. Verify the FireWire ports are free from contaminants and debris. Yes Go to step 3 No Remove contaminants and debris. Replace affected modules if necessary. Defects caused by contaminants or debris are not covered by Apple warranty. Go to step 3. 3. Reset SMC. Verify each of the FireWire buses are recognized, and a known good connected FireWire device is recognized? Yes Issue resolved. Issue maybe caused by another peripheral device. No Go to step 4. 4. Disconnect the front panel board. Verify a known good FireWire device connected to a rear port on the computer is recognized Yes Front panel board failure. Replace front panel board. M12 No Backplane board failure. Replace backplane board. M12

2010-08-31 No Audio from Internal Speaker Unlikely cause: Power supply, fans, hard drives, optical drives, processors, processor board, front panel board, memory Quick Check Symptom Quick Check No Audio from Internal Speaker Can’t hear any audio from the computer’s internal speaker 1. Disconnect all external audio peripherals. 2. Ensure volume is not at a low/muted setting. 3. Boot from Install media or external compatible Mac OS X. Listen for sound from internal speaker when adjusting volume setting. 4. Connect headphones to rear Audio Line Out jack. Listen for sound from headphones when adjusting volume setting. 5. Connect headphones to front headphone jack. Listen for sound from headphones when adjusting volume setting. 6. Reset PRAM Deep Dive Check Result Action Code 1. Check System Profiler for audio devices (Audio (Built In) Intel High Definition Audio). Look for Internal Speaker Connection Yes Built-in audio devices available. Go to step 2 No No built in Audio devices available. Replace backplane board M09 2. Check Output in System Preferences (Sound pref pane) has ‘Internal Speaker’ selected. Yes Set to Internal Speaker. Go to step 3 No The wrong output device shown. ie headphones. Go to step 6 3. Verify sound is heard from internal speaker. Yes Issue resolved No No audio heard. Go to step 4

2010-08-31 4. Reseat internal speaker connection. Verify sound is heard from internal speaker. Yes Issue resolved No Replace speaker. Go to step 5 X08 5. Verify sound is heard from internal speaker. Yes Issue resolved No Go to step 6 6. Insert and disconnect known good headphones or external speakers in the front headphone jack several times. There are mechanical switches inside the headphone connector. Verify sound is heard on the internal speaker. Yes Issue resolved No Go to step 7 7. Disconnect front panel board. Verify sound is heard from internal speaker Yes Problem is with front panel board. Replace front panel board M09 No Replace backplane Boarb M09 Distorted Audio from Internal Speaker Unlikely cause: Power supply, fans, hard drives, optical drives, processor board, front panel board, memory Quick Check Symptom Quick Check Distorted Audio from Internal Speaker Distorted audio 1. Reset PRAM . 2. Adjust sound output level in System Preferences: Sound Output to assist identification of speaker distortion source. 3. Ensure customer audio files are not the source. 4. Compare the same sound and the audio output settings against another known good computer to make sure the sound file is the cause, and not the hardware.

2010-08-31 Deep Dive Check Result Action Code 1. Do external speakers or headphones distort when compared with the same settings and volume as the distorting internal speaker? Yes Audio source or volume issue. Reduce volume and retest with known good audio source. Note some audio source frequencies may be outside the frequency response of the internal speaker which may lead to distortion. Go to step 5. No Internal speaker issue. Go to step 2. 2. Verify the internal speaker cable connector is not damaged and correctly seated to the backplane board connector. Yes Go to step 3. No Reseat the cable, or if damaged replace internal speaker. Go to step 5 X09 3. Verify the speaker membrane is free from contamination and debris, and not deformed or damaged. Yes Go to step 4. No Clean any contamination and debris. Go to step 5. If membrane is damaged, replace the defective speaker. Go to step 5. X09 4. Ensure the speaker assembly is securely attached in the computer. Verify if the speaker assembly causes any vibration when a sound is played. Yes Replace speaker assembly. Go to step 5. No Clean any dust or debris. Go to step 5. 5. Using a known good audio source verify the internal speaker no longer produces distorted sound. Yes Issue resolved. No Replace the backplane board. M09

2010-08-31 Front Headphone Jack Has No Audio Unlikely cause: Power supply, fans, hard drives, optical drives, processors, heatsinks, processor board, memory Quick Check Symptom Quick Check Front Headphone Jack Has No Audio Can’t hear any audio from the computer’s front headphone jack 1. Disconnect all external audio peripherals. 2. Ensure volume is not at a low/muted setting. 3. Boot from Install media or external compatible Mac OS X. Listen for sound from internal speaker when adjusting volume setting. 4. Connect known good headphones to rear Audio Line Out jack. Listen for sound from headphones when adjusting volume setting. 5. Connect known good headphones to front headphone jack. Listen for sound from headphones when adjusting volume setting. 6. Reset PRAM Deep Dive Check Result Action Code 1. Check System Profiler for audio devices: Audio (Built In) Intel High Definition Audio. Look for Internal Headphone Connection: 1/8 inch Jack Yes Built-in audio devices available. Go to step 2 No No built -in audio devices available. Replace backplane board M09 2. Connect known good headphones to front headphone jack. Check Output in System Preferences (Sound pref pane) has Headphones selected. Yes Set to Headphones. Go to step 3 No The wrong output device shown, e.g., internal speaker. Go to step 6 3. Verify sound is heard from headphones. Yes Issue resolved No No audio heard. Go to step 4

2010-08-31 4. Reseat front panel board cable and confirm the cable is not damaged. Verify sound is heard from headphones. Yes Issue resolved No If cable is damaged, replace cable. Go to step 5 X03 5. Insert and disconnect known good headphones or external speakers in the front headphone jack several times. There are mechanical switches inside the headphone connectors. Verify sound is heard from the headphones Yes Issue resolved No Replace front panel board. Go to step 6 M09 6. Verify sound is heard in the headphones Yes Issue resolved No Replace backplane board M09 Line-In Jack Has No Input Unlikely cause: Power supply, fans, hard drives, optical drives, processors, heatsinks, processor board, memory Quick Check Symptom Quick Check Line-In Jack Has No Input Can’t receive any audio input from the computer’s line-in jack 1. Disconnect all external audio peripherals. 2. Ensure volume is not at a low/muted setting. 3. Boot from Install media or external compatible Mac OS X. Listen for sound from internal speaker when adjusting volume setting. 4. Connect known good line-level microphone or other line-level device to the Audio Line In jack. For information on supported devices, review http://support.apple.com/kb/TA25159. 5. Go to ‘Input’ of the Sound pane System Preferences. Select ‘Line In’. 6. Adjust Input volume slider to maximum and play sound into Line In. Verify if the Input level shows moving bars relating to the sound being input. 7. Reset PRAM

2010-08-31 Deep Dive Check Result Action Code 1. Check System Profiler for audio devices: Audio (Built In) Intel High Definition Audio. Look for Internal Line-In Connection: 1/8 inch Jack. Yes Built-in audio devices available. Go to step 2 No No built-in audio devices available. Replace backplane board. M09 2. Connect a known good line- level microphone or other line-level device to the line-in jack. Manually switch System Preference Sound Input to Line In. Yes Set to Line In. Go to step 3 No The wrong input device shown, e.g. internal microphone. Manually switch System Preference Sound Input to Line In. Go to step 3 3. Verify the Input level shows moving bars relating to the sound being input. Yes Issue resolved No Replace backplane board. M09

2010-08-31 Line-In Jack Has Distorted Input Unlikely cause: Power supply, fans, hard drives, optical drives, processors, heatsinks, processor board, memory Quick Check Symptom Quick Check Line-In Jack Has Distorted Input Distorted input in the computer’s line-in jack 1. Disconnect all external audio peripherals. 2. Ensure volume is not at a low/muted setting. 3. Boot from Install media or external compatible Mac OS X. Listen for sound from internal speaker when adjusting volume setting. 4. Connect known good line-level microphone or other line-level device to the Audio Line In jack. For information on supported devices, review http://support.apple.com/kb/TA25159. 5. Go to ‘Input’ of the Sound pane System Preferences. Select ‘Line In’. 6. Reduce Input volume slider so the sound into Line In jack is not too loud or distorting. Verify the Input level shows moving bars relating to the sound being input. 7. Reset PRAM Deep Dive Check Result Action Code 1. Check System Profiler for audio devices: Audio (Built In) Intel High Definition Audio. Look for Internal Line-In Connection: 1/8 inch Jack. Yes Built-in audio devices available. Go to step 2 No No built-in audio devices available. Replace backplane board. M09 2. Connect a known good line- level microphone or other line-level device to the line-in jack. Manually switch System Preference Sound Input to Line In. Yes Set to Line In. Go to step 3 No The wrong input device shown, e.g. internal microphone. Manually switch System Preference Sound Input to Line In. Go to step 3