46 Chapter 5
Have This Information Available Before Calling
Have the following information and software available when calling Apple:
m your support access number (see the service and support information that came with
your computer)
m a description of the problem (for example, the computer freezes in only one application
or at startup)
m what you have tried to do already
m the type of computer you’re using, along with the amount of RAM installed and size of the
hard disk
m the serial number of your computer
m the version of system software, third-party software, external devices, and so on
(especially if the problem involves something you have added to the computer)
m the software install CD
Be in front of the computer when you call so you can take steps the technician suggests.
Using the Apple System Profiler
If you are able to start up your computer, the Apple System Profiler provides information
about your computer that will help you troubleshoot your computer.
To open the Apple System Profiler:
1 Choose Apple System Profiler from the Apple (K) menu.
A system profile window appears.
2 Use the commands in the Commands menu or click the tabs in the system profile window to
get more specific information about the hardware and software used by your computer.
m To find out what the items in the Apple System Profiler window mean, choose Show
Balloons from the Help menu. Then point to the item you want to know about.
m The New Report command in the File menu lets you create a customized report of system
software information. You can print this report by choosing the Print command from the
File menu.
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