Switching to a Mac

Case #166 880 364, revisited
Since Tuesday, it seems that Time Machine had been working, but I got an error today. It seems to be fixed after ejecting and remounting disk.
In initiating this call (thought it would be a different case #), discovered that the serial number is missing from Apple|About this Mac. Will (hopefully) fix that and move on to the Apple Mail problem of exponential RAM usage. On my MBPro with only Apple Mail running, it got to 3+GB of RAM.

Kris Hurrle – Sr Advisor
877-388-0879 X34216
Th-Mon 6AM-3PM PT
Set up
mobile me: acare008113/pwd manual
CacheYourData app will be sent.
–
On MBPro test new email everything. Backup Mail folder & plist, then delete in original location.
Setup email 1 IMAP email account, wait to fail (grow RAM usage)

If this doesn’t fail, remember to move old POP data from old folder.
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7/28
Call back from Jeffrey Casey 877-388-0879 x83361, backup for Chris.
Will follow up with direct dispatch.

Case #166 880 364, revisited
Back from Austin and having the same problem on my desktop: Apple Mail takes up 1+GB of RAM and the whole system is slow. It takes minutes to respond to a mouse click. Force quit mail and RAM is freed up. Processor use is background, yet can’t use system normally.
Tom – Senior Advisor
Have to clear cache once a week.
disconnected after an hour.
Wants to:
- do PRAM and SMC whatever
- clear caches
- hardware test

—
-Casey
Hardware Test
iMac Leopard
Hold down D and boot from original (not upgrade) DVD.
Casey
877 388-0879 #81149
evanetich@apple.com
off on Th Fri
9:30-6:30 PT

Hardware Test error: 4MOT/2/40000004: HDD-1509
Retesting without peripherals (other than mouse and keyboard)

Hardware Test error: 4MOT/2/40000004: HDD-1501
–
7/12
Follow up call. Error was with hard drive fan. Will send someone out to fix it.
7/13
Julie with Mac Housecalls has part(s) on order. Will schedule appt when they arrive.
7/14
Parts are in. Scheduled appointment, but they only do it during my business hours.
7/16
House call. Replaced logic board and HD fan. When it all came back together, the fan made such a noise that it’s basically unusable. Expect a reply Monday.
7/19
10AM
Apple:
Call The Mac Store to see next steps. The only notes that they have is “repair pending.”
Ken
877 416-4271 x2247
The Mac Store on SRO# 1158660
This morning they thought my logic board and HD blower were still waiting to be installed. Nobody was available to give me an update, so they will call me back.
–
Julie with The Mac Store called back. No action yet. Need to do the “wait for Apple, wait for part to arrive” routine. This will not be resolved so I can work on my iMac tomorrow. Ug.
–
email from Tech: fan ordered.

7/20 – Fan replaced. System working without fan noise.
The serial # not showing up is because they didn’t take a step when replacing the logic board. Apple will send The Mac Store folks out again.

Before I leave Mail open over night to see if its RAM usage climbs on its own, I’m doing the Boot from DVD access to Disk Utility.
Verify Disk Permissions: 4 problems.
Repair Disk Permissions: 7 items
(Skipped Verify Disk)
Repair Disk: Didn’t find anything.
So this is not my problem. Oh joy.

Case #166880364

Machine was incredibly slow when I awoke it this AM. Took 40 minutes to shut everything down. Restarted and worked most of the day, only to have it get very slow again. It’s taking 5 minutes for a window to draw. Typing is in bursts, but mostly unresponsive. Ug.
Activity Monitor to see how resources are allocated
Might be that Apple Mail is taking 1.3GB of RAM. We are troubleshooting that.
Relaunch Apple Mail & it’s 73MB of RAM. Over the course of 20 minutes it went up to 170MB without much new mail coming in.
Leave Apple Mail open overnight with everything else closed to see if Mail RAM keeps climbing.
–
Midnight: Apple Mail in Activity Monitor opened with 54.4 MB and quickly went to 95MB then to 284MB. By 9AM it was 223MB.

Case 165-441-346
22 mins
(Wrong case number written down from when setting up case.)
At /Library -> delete Caches folder
Once a month.

/Home/Library -> delete Caches folder
/Home/Library -> Cookies (OS cookies, not Safari)
–
Sr. Advisor (after 22 mins)
Not transferred to Sr. Advidor.
New person wants me to:
Disk Utility -> once a month
Repair Disk Permissions
“Computers are unreliable.”
“Shouldn’t have to restart every day.”
“That’s a large load for 4GB of RAM.”
SMC & PRAM monthly.
“Shouldn’t have to restart every day.”

165413495
greg, gregtech@apple.com, 2nd level
20 minutes

Sending an email with around 1,000 bccs. Error message from Apple Mail extends off the bottom of the screen behind the dock.
Apple: force quit mail. Open and quickly move email from outbox to drafts. That worked once, but not subsequently.

–
woman, 2nd level,
sparhizkar@apple.com
Too frustrating to work with her.
–
If the edit email option is not available, the process becomes too difficult. Apple interface problem.

I open Apple Mail in 10.6.3 and it hangs. I can only look at the selected email in the inbox. The rest of the app is a spinning beach ball.
Case #163379466
Canceled case. Left Apple Mail open overnight, and now it’s working.

161801602
30 mins
Wanted to set up AirTunes. Apples two sets of instructions are completely inadequate. What they say to do is wrong or I get to a place that I can’t take the next step.
Router not showing up in AirTunes.
1. Reset router by holding down reset button while plugging in. No connection needed.
2. Go to Airport Utility, by resetting it, the Express shows up.
3.
Volume control is three parts:
iTunes Pre-Amp to control remote speaker volume
iTunes volume
System volume
–
iMac speakers not working
5 mins, then disconnected
—
Darly
877 388-0879 x40608
Had to turn off machine. do SMC Reset
40 min “will call me back”
Called back!
Apple can not help me. The function I had in Leopard is not available in Snow Leopard: The different volume levels for AirTunes speakers and external speakers connected to iMac is a fact, and can’t be controlled independently in Snow Leopard.
Ug

161739266
9 min – disconnected
3x to get to someone. Voice recognition problems.
Wayne
40 mins.
I chat can’t add Buddies. Did some basic learning that iChat has to have two buddy windows to work with. There are some buddies there that I don’t want and can not delete. They had me do a long process to collect logs and send them to Apple.
Wayne Gillespie
wgillespie@apple.com
1-877-388-0879 Ext 85568.
I currently work Tuesday to Saturday 1:30 PM to 9:00 PM Eastern Time.

Case # 160-247-595
Ted
877 416-4271 x2776
48 mins
Every time I open iTunes, the OSX (Snow Leopard, 10.6.3) firewall throws up an Allow/Deny warning. I’ve pressed Allow and have manually added iTunes to my firewall settings with no change. Uninstalling and reinstalling iTunes fixed conflict.
Went on to look at Activity Monitor.
4GB RAM is not enough for what I’m doing. Finally, someone at Apple who says that 4GB is not enough. Unfortunately, 4GB is my max.