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Xeb's Wonderous Adventures as a Mac Tech - Page 17

post #161 of 863
Just read the whole thread, very entertaining smile.gif

I feel the need to contribute, although my experience is with windows.

I'll start off by saying my laptop is now on its third motherboard. The original motherboard was replaced in October of 2011. I busted a USB port and had the warranty, so a tech drove out an replaced the board. It wasn't quite that simple but..that story is for another time.

A couple months ago my laptop decided not to boot. I brought it to class and had just came back and brought it out of sleep mode. It was acting funny so I restarted without thinking much of it. It froze on the windows loading screen. Multiple attempts to restart and it kept freezing. I thought maybe I damaged the hard drive by moving it while it was trying to hibernate and write to the disk. I ran the hard drive diagnostics tool from the bios and it passed a quick scan, but froze on the detailed scan. No error, whole machine just locked up, same as trying to boot to windows. I pulled out the hard drive and put it in my rig, and it worked fine. No issues at all, I ran a disk check and it seemed fine. So I put the drive back into my laptop. Same issue, and before leaving it to do more research I decided to clear the CMOS just for the heck of it. I've fixed a bunch of stupid issues just by clearing CMOS. That's when it turned bad.

After restarting after the clear, I get a message saying CMOS checksum invalid and it asked me if I wanted to reset to factory defaults. That's what I expected, so I clicked yes. Machine restarted and I was presented with the Intel Anti-theft Lock screen. What? Clearing CMOS initiates Intel Anti-theft? Well that's fantastic...

I had been using Lojack for Laptops on the machine since I knew all the features were enabled by HP. It's a business type of laptop so I guess that's standard, and it went on the Lojack account my dad gets from work. Basically the features are enabled and configured by HP and managed by Lojack, or whoever you choose to manage it with.

Well Lojack can't unlock the machine. My user pin doesn't work, their list of a dozen or so "default" passwords don't work, and multiple server validation tokens didn't work. Lojack blames it on a hardware malfunction. HP refused to work on it since it was caused by third party software. Never mind the fact that an HP tech told me the anti-theft is configured by HP. HP wanted me to mail the machine in and have it analyzed. This is a month into the issue and I'm not having fun anymore.

Remember how a busted USB port got me a new motherboard last time? Well turns out if you break another one they won't care that there's an open case already and you can have a new motherboard. Problem solved, been running great ever since.

I still don't know why Lojack wasn't able to unlock the machine, and I don't know why clearing the CMOS would trigger it. I just know I won't be using Lojack again. My theory is that when the motherboard was replaced the first time, it wasn't configured properly. HP calls it "recommitting" the system board, you basically add information like serial numbers, warranty information, and some stuff not normally accessible like the anti-theft settings. I watched the guy do it and he had no idea what he was doing, he was on the phone with another tech trying to figure it out. It's just a theory though.

Bonus: the tech who replaced my motherboard the second time reassembled the machine but forgot to plug the touchpad ribbon back in. Time for another complete disassembly. I think I'm going to ask to replace it myself next time.
Bonus 2: Lojack tells me Intel anti-theft is an obsolete technology and they no longer use it. The machine is less than two years old. By that I mean it launched less than two years ago. They tried to tell me Lojack software disables it when it's installed. Why wasn't it disabled when I reformatted my hard drive and installed Lojack two months earlier?
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post #162 of 863
Thread Starter 
Quote:
Originally Posted by PR-Imagery View Post

Quote:
Originally Posted by EpicPie View Post

Most Mac users are already uneducated computer users. lol

False. I primarily only get such statements from people who've never owned a Mac and just "hear" things or have only used one casually.
But /anyway.

--

Question for you Xeb, have you (or one of your co-workers perhaps) dealt with the issue regard Mid 2010 15" MBPs where the system would randomly lock-up the display and/or shut off the display while running on the dedicated gpu?
Namely the issue referred to in KB article TS4088 and the now merged TS4086

The reason I ask is, a friend of mine has this issue, and took her MBP which developed that issue in for repair under Apple's extended service plan; long story short, the tech diagnosed the system and came to the conclusion that the issue was different from the one described in said article and not eligible for repair. Said the error originated in the cpu and not the gpu/logic board or some crap.
What is it exactly that they're looking for regarding symptoms/errors? (If you can divulge that information)

I noticed Apple updated it to apply to ML and increased the warranty period back to 3 years as well so I guess there's plenty more systems being affected by the defect.

That is a known issue with these machines and is covered under a quality assurance code. Suffers from the same issues as the Early 2008 MBPs. Logic board needs to be replaced.

Do you get a kernel panic? Does it lock up during youtube videos?
 
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post #163 of 863
Quote:
Originally Posted by PR-Imagery View Post

False. I primarily only get such statements from people who've never owned a Mac and just "hear" things or have only used one casually.
But /anyway.
--
Question for you Xeb, have you (or one of your co-workers perhaps) dealt with the issue regard Mid 2010 15" MBPs where the system would randomly lock-up the display and/or shut off the display while running on the dedicated gpu?
Namely the issue referred to in KB article TS4088 and the now merged TS4086
The reason I ask is, a friend of mine has this issue, and took her MBP which developed that issue in for repair under Apple's extended service plan; long story short, the tech diagnosed the system and came to the conclusion that the issue was different from the one described in said article and not eligible for repair. Said the error originated in the cpu and not the gpu/logic board or some crap.
What is it exactly that they're looking for regarding symptoms/errors? (If you can divulge that information)
I noticed Apple updated it to apply to ML and increased the warranty period back to 3 years as well so I guess there's plenty more systems being affected by the defect.
Check in Console for panic logs. If you have any, see the backtrace and see if any nVidia extensions are listed at the top of the backtrace.

You should see something like this, and if you do, you most 100% definitely have this issue on your hands. The only way you would be declined coverage if you have this log is if the diagnostic was not run.
Quote:
Kernel Extensions in backtrace:
com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000->0xffffff7f80b91fff
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000
com.apple.nvidia.nv50hal(7.1.8)[7596DB8C-AE9D-3C87-B11A-0ED8F940CAF8]@0xffffff7f80b92000->0xffffff7f80eb3fff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
com.apple.GeForce(7.1.8)[00925AF3-22EE-3858-8BD3-06AE57DFCC86]@0xffffff7f8177d000->0xffffff7f8183cfff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000

Also, there is a diagnostic we have to run to get coverage under the program for otherwise out of warranty units.
Edited by Xylene - 12/10/12 at 4:45pm
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post #164 of 863
Thread Starter 
Quote:
Originally Posted by Xylene View Post

Quote:
Originally Posted by PR-Imagery View Post

False. I primarily only get such statements from people who've never owned a Mac and just "hear" things or have only used one casually.
But /anyway.
--
Question for you Xeb, have you (or one of your co-workers perhaps) dealt with the issue regard Mid 2010 15" MBPs where the system would randomly lock-up the display and/or shut off the display while running on the dedicated gpu?
Namely the issue referred to in KB article TS4088 and the now merged TS4086
The reason I ask is, a friend of mine has this issue, and took her MBP which developed that issue in for repair under Apple's extended service plan; long story short, the tech diagnosed the system and came to the conclusion that the issue was different from the one described in said article and not eligible for repair. Said the error originated in the cpu and not the gpu/logic board or some crap.
What is it exactly that they're looking for regarding symptoms/errors? (If you can divulge that information)
I noticed Apple updated it to apply to ML and increased the warranty period back to 3 years as well so I guess there's plenty more systems being affected by the defect.
Check in Console for panic logs. If you have any, see the backtrace and see if any nVidia extensions are listed at the top of the backtrace.

You should see something like this, and if you do, you most 100% definitely have this issue on your hands. The only way you would be declined coverage if you have this log is if the diagnostic was not run.
Quote:
Kernel Extensions in backtrace:
com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000->0xffffff7f80b91fff
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000
com.apple.nvidia.nv50hal(7.1.8)[7596DB8C-AE9D-3C87-B11A-0ED8F940CAF8]@0xffffff7f80b92000->0xffffff7f80eb3fff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
com.apple.GeForce(7.1.8)[00925AF3-22EE-3858-8BD3-06AE57DFCC86]@0xffffff7f8177d000->0xffffff7f8183cfff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000

Also, there is a diagnostic we have to run to get coverage under the program for otherwise out of warranty units.

I love how OSX makes what can be very...discrete rather obvious. Kernel Panics FTW.
 
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post #165 of 863
Quote:
Originally Posted by Lord Xeb View Post

I love how OSX makes what can be very...discrete rather obvious. Kernel Panics FTW.

I think you mean kernel panic logs FTW.
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post #166 of 863
OSX is a different beast, but the **** my friend's/family's Windows machines manages to get itself into is amazing. No matter how much you fix the OS on whatever machine it is, presentationfontcache.exe will come back from the grave and eat up a whole core while Mcafee, Windows Update and crapware thrash the hard drive to oblivion. Throw in a 64gb/128gb SSD or FancyCache+RAM, and the stars re-align. Page swaps aren't a problem anymore, and bloatware gets to thrash the SSD to it's hearts content, which seems to placate presentationfontcache.exe. When something breaks again, fixing it on a small SSD takes 1/10th the time or less, and you never have to worry about storage failing.

My point? Apple's increasing adoption of SSDs could make your job a whole lot easier. They don't fail much (and tend to self destruct if they do), they can generally handle the most diabolical programs users manage to install, and fixing systems with em is an order of magnitude easier.



Anyway. awesome thread. I think of this whenever computers go bad.


Edited by brucethemoose - 12/10/12 at 5:10pm
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post #167 of 863
Thread Starter 
Quote:
Originally Posted by brucethemoose View Post

OSX is a different beast, but the **** my friend's/family's Windows machines manages to get itself into is amazing. No matter how much you fix the OS on whatever machine it is, presentationfontcache.exe will come back from the grave and eat up a whole core while Mcafee, Windows Update and crapware thrash the hard drive to oblivion. Throw in a 64gb/128gb SSD or FancyCache+RAM, and the stars re-align. Page swaps aren't a problem anymore, and bloatware gets to thrash the SSD to it's hearts content, which seems to placate presentationfontcache.exe. When something breaks again, fixing it on a small SSD takes 1/10th the time or less, and you never have to worry about storage failing.

My point? Apple's increasing adoption of SSDs could make your job a whole lot easier. They don't fail much (and tend to self destruct if they do), they can generally handle the most diabolical programs users manage to install, and fixing systems with em is an order of magnitude easier.

Until they break and we need to do DR...
 
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post #168 of 863
Quote:
Originally Posted by Lord Xeb View Post

Until they break and we need to do DR...

Can you even repair SSDs? I thought the data was scrambled...
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post #169 of 863
Just read from front to back. I love this thread.
Wrecking Ball.
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Wrecking Ball.
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post #170 of 863
Warning: Spoiler! (Click to show)
Quote:
Originally Posted by Lord Xeb View Post

Quote:
Originally Posted by PR-Imagery View Post

Quote:
Originally Posted by EpicPie View Post

Most Mac users are already uneducated computer users. lol

False. I primarily only get such statements from people who've never owned a Mac and just "hear" things or have only used one casually.
But /anyway.

--

Question for you Xeb, have you (or one of your co-workers perhaps) dealt with the issue regard Mid 2010 15" MBPs where the system would randomly lock-up the display and/or shut off the display while running on the dedicated gpu?
Namely the issue referred to in KB article TS4088 and the now merged TS4086

The reason I ask is, a friend of mine has this issue, and took her MBP which developed that issue in for repair under Apple's extended service plan; long story short, the tech diagnosed the system and came to the conclusion that the issue was different from the one described in said article and not eligible for repair. Said the error originated in the cpu and not the gpu/logic board or some crap.
What is it exactly that they're looking for regarding symptoms/errors? (If you can divulge that information)

I noticed Apple updated it to apply to ML and increased the warranty period back to 3 years as well so I guess there's plenty more systems being affected by the defect.

That is a known issue with these machines and is covered under a quality assurance code. Suffers from the same issues as the Early 2008 MBPs. Logic board needs to be replaced.

Do you get a kernel panic? Does it lock up during youtube videos?
Quote:
Originally Posted by Lord Xeb View Post

Quote:
Originally Posted by Xylene View Post

Quote:
Originally Posted by PR-Imagery View Post

False. I primarily only get such statements from people who've never owned a Mac and just "hear" things or have only used one casually.
But /anyway.
--
Question for you Xeb, have you (or one of your co-workers perhaps) dealt with the issue regard Mid 2010 15" MBPs where the system would randomly lock-up the display and/or shut off the display while running on the dedicated gpu?
Namely the issue referred to in KB article TS4088 and the now merged TS4086
The reason I ask is, a friend of mine has this issue, and took her MBP which developed that issue in for repair under Apple's extended service plan; long story short, the tech diagnosed the system and came to the conclusion that the issue was different from the one described in said article and not eligible for repair. Said the error originated in the cpu and not the gpu/logic board or some crap.
What is it exactly that they're looking for regarding symptoms/errors? (If you can divulge that information)
I noticed Apple updated it to apply to ML and increased the warranty period back to 3 years as well so I guess there's plenty more systems being affected by the defect.
Check in Console for panic logs. If you have any, see the backtrace and see if any nVidia extensions are listed at the top of the backtrace.

You should see something like this, and if you do, you most 100% definitely have this issue on your hands. The only way you would be declined coverage if you have this log is if the diagnostic was not run.
Quote:
Kernel Extensions in backtrace:
com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000->0xffffff7f80b91fff
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000
com.apple.nvidia.nv50hal(7.1.8)[7596DB8C-AE9D-3C87-B11A-0ED8F940CAF8]@0xffffff7f80b92000->0xffffff7f80eb3fff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
com.apple.GeForce(7.1.8)[00925AF3-22EE-3858-8BD3-06AE57DFCC86]@0xffffff7f8177d000->0xffffff7f8183cfff
dependency: com.apple.NVDAResman(7.1.8)[560E1257-BF5E-3B0B-95F0-15033A0D1B97]@0xffffff7f808b8000
dependency: com.apple.iokit.IONDRVSupport(2.3.2)[D05CFB53-FB72-3613-8162-2D188DB04738]@0xffffff7f808a6000
dependency: com.apple.iokit.IOPCIFamily(2.6.8)[06C77CAA-586C-3AA7-94B7-A544F470025E]@0xffffff7f80843000
dependency: com.apple.iokit.IOGraphicsFamily(2.3.2)[2D2A4A31-EB4F-3730-BE3A-76C061685FC5]@0xffffff7f8086e000

Also, there is a diagnostic we have to run to get coverage under the program for otherwise out of warranty units.

I love how OSX makes what can be very...discrete rather obvious. Kernel Panics FTW.

Yea that. Anything that loads on the gpu; photoshop, external display, movie, games would cause it to crash.. The thing has degraded to the point where it doesn't even turn on normally any more if it turns on at all, or when it does it readily crashes...

I know its the board, but Apple won't replace it, at $1200, might as well buy a new computer.

The place she took it to ran the diagnostics, sent the report to Apple, which who replied with:
Quote:
I spoke with Jim at ACT and he explained to me what the issue was. The issue you are experiencing is a logic board failure due to the modules on the processor not dealing with the video card which is the issue we were looking for.

The repair extension program that we have for your model unfortunately only covers if the failure was a loss of video, unfortunately not for a logic board failure for anything other than the video card so unfortunately we're not going to be able to cover repair as part of that program.

Sounds an awful lot like a bs excuse to me.

Tho, this was at a local repair place that supposedly is an authorized repair centre. She's away in school tho so I told her take it an actual Apple store to have it checked again, waiting to see how that goes.
 
Cinema-Plex
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Cinema-Plex
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