Macbook Hardware Troubleshooting Guide

Quick Steps for Mac Troubleshooting

Ensure the employee has completed these steps before escalating the issue:

1. Reset NVRAM or PRAM: Turn off MacBook, then turn on and immediately press Option + Command + P + R for about 20 seconds.

iOS Device Update

For iOS hardware issues:

1. Update via iTunes: Connect to iTunes, select device, click 'Check for Update'.

Remote Diagnostics

Use TeamViewer for remote troubleshooting:

1. Instruct the employee to install TeamViewer and provide their ID and password.
2. Perform remote diagnostics.

Service Scheduling

If remote troubleshooting fails:

1. Arrange a service appointment for the MacBook and ensure data backup.

Replacement Protocol

If a new MacBook is required:

• By Employee: Submit a request using "new hardware" task template.
• By IT Rep: Start replacement process with "new hardware" task template.

Note: Check warranty before any service or replacement actions.

Contact the IT help center for additional support or unresolved issues.