OS X Troubleshooting for Technicians v10.8

This 2-day, hands-on, leader-led class complements the Apple Certified Macintosh Technician (ACMT) class, and provides an intensive, in-depth exploration of troubleshooting OS X and isolating a hardware issue. This class is specifically geared towards Apple Authorized Service Providers (AASP) and Apple Self-Supporting organizations, and is designed to give you the best methods for effectively supporting users of OS X systems.

The class is a combination of lectures and hands-on, case-study exercises that provide practical real-world experience.

Please note that this class is NOT an introduction to OS X. You’re expected to have hands-on experience with OS X for a minimum of 1-3 months prior to attending this class. We’re happy to discuss this prerequisite with you via phone or email prior to registration.

Full hardware service certification requires passing two (2) certification exams — hardware and OS X. If you’d like to take both exams during this class, please call MacSpecialist to register. If you would like to register for the hardware class specifically geared to service technicians, check this class description: MacsvcHW: Apple Certified Macintosh Technician.

ACMT certification by itself does not authorize a technician to perform repairs on Apple products. Information on becoming authorized for servicing Apple products can be found at: http://apple.com/support/programs/

Who Should Attend

• Service technicians who support OS X customers
• Technical support personnel
• Teachers and technology specialists who manage classroom networks or computer labs
• Apple channel customers

Certification Track

Apple Certified Macintosh Technician (ACMT) certification verifies the ability to perform basic troubleshooting and repair of both desktop and laptop Macintosh systems, such as iMac and MacBook Pro. ACMT certification exams emphasize identifying and resolving common OS X problems, and using Apple Service and Support products and practices to effectively repair Apple hardware. (The ACMT certification does NOT cover iOS device repair.)

* Class price includes one certification exam.

Course Outline

OS X Basics

Identify and use features of OS X and the Finder Manage the desktop; folders and files Manipulate system preferences to customize the user experience. Use gestures to interact with the Mac

File Systems

Demonstrate how to prepare a hard drive or mass storage device for use with OS X Differentiate the root and user level of a volume Identify associated files and folders associated to root and user levels Locate and manage Library folders Determine and resolve common file system issues

Installation & Recovery

Describe the minimum specifications required for OS X Demonstrate the OS X Lion upgrade and installation processes Utilize the recovery partition to repair disks, restore or reinstall OS X Lion. Locate and use OS X installation utilities Determine and resolve common installation and recovery issues

Startup Process

Explain the OS X startup process and its different stages Recognize when the startup process if abnormal Identify startup issues and possible fixes Demonstrate when and how a Safe Boot is used Determine and resolve common startup issues

Applications

Explain what applications are and what they do Describe the various ways applications can be installed Identify resources that can support applications Determine and resolve common application issues

Accounts & Permissions

Identify the different types of accounts and their capabilities Create, configure, manage and delete user and group accounts Explain how OS X securely stores and shares files amongst multiple users Demonstrate how access controls are used to enhance security Determine and resolve common issues related to accounts and permissions

Networking

Explain the different network connection types Demonstrate how to connect to network services, shared computer, servers and printers Implement file sharing and other related services on a Mac (including AirDrop) Configure a Mac to protect against unwanted incoming connections Determine and resolve common network and connectivity issues

Time Machine

Describe what Time Machine is, what it can do and how it can benefit users Explain the backup process Identify how and where backups are stored Demonstrate how to locate and restore backup data Determine and resolve common Time Machine issues

Troubleshooting Tools & Procedures

Identify the correct Apple troubleshooting tool or technique to use with a given symptom Demonstrate how to use troubleshooting tools and techniques