 Initial machine/system analysis (logic board, internal volumes, cards and devices): A
relatively quick, overall check of
general hardware condition using a variety of tools and tests.
Information is collected and system specifications are noted. If an OS
is present (working machine), standard analysis includes appropriate
software diagnostics. An estimate for repairs will be provided as soon
as specified issue is isolated and identified.
A given
system's size, age and
hardware/software configuration (its use) dictates selection of tools,
some
of which can take a very long time. Surface scans, formatting,
optimizing - any one of these processes can take many hours to execute
with precision (often run overnight). The larger the volume, the longer
these processes take. Test results and diagnostics are virtually
guaranteed to find and fix a variety of minor errors (only the second
run can produce a "clean" test). Any serious irregularities should be
quite apparent. Regular maintenance is always a good idea, and an
occasional checkup doesn't hurt.
Specific diagnostics: This
entails a more focused look at errors unearthed and/or problems
presented. In the event of a failed hard drive, a replacement should be
configured and installed, and the process may move to data recovery
(below). Other hardware faults typically point to replacement of a
subassembly or card. Operational (software) errors and issues are a far
more common complaint than hardware failures and comprise the bulk of
analysis and test activity.
Problems,
of course, range from temporary to terminal; we try to be
more than reasonable in both extremes where a quick adjustment is all
that's needed, or in the case of hardware failure when all we can do is
dispense bad news. For the vast majority of cases in between, a
diagnosis and estimate for corrective measures is presented (following
initial system exam), and options are suggested for client's
consideration before proceeding. Policies regarding data recovery and
privacy are posted, and we do ask that clients read and understand this
information as it pertains to the problem at hand.
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 Physical damage, mechanical failure: Attempting
to rescue information from
a crashed or damaged drive can be a long and complicated endeavor, and
there are no guarantees when trying to recover data. We will try every
avenue at our disposal, but we do not work for free; attempting
data recovery comes with a price tag whether the attempt is successful
or not. Prior to attempting recovery, we have no idea if a block of
data contains useful files or corrupt gibberish, but the attempt takes
just as long in either case. When severe mechanical failure is the
cause of a drive failure, diagnosis is usually quick and clients may be
referred to the legendary heroes at DriveSavers (see Resource links).
The process: Be
prepared for some down time. Bare drives require installation
into a compatible host machine, so leaving the CPU - only the CPU - at
our shop is highly recommended.
Despite
having complete confidence in the quality of tools at our disposal,
there are so many variables that data recovery must be dealt with on a
case-by-case basis. Because we have no knowledge of the subject drive
or device (beyond the fact that it isn't working), our only approach is
to treat it accordingly and make no assumptions as to its current or
prior condition, and no assumptions regarding viability of its
contents. It might have a damaged or
overwritten directory. It could be so severely fragmented that its
remaining X% of free space has no two contiguous blocks. Or, we may
never be able to identify the exact cause of failure. I've seen drives
with huge blocks of data (identified by software as a "partition") that
turned out to contain only a massive quantity of zeros; nothing to
recover here, even though the drive showed 50% capacity. Because of
these and other factors, predicting the _viability_ of whatever data
may be recovered is impossible.
Volume contents: The goal
is
to move all data between volumes in one operation (known as a batch
copy). We're not concerned with individual files or what they may
contain, only that the volume's entire contents gets to where it
belongs and remains reasonably intact. The number of files, file size
or condition may cause difficulties, and the names of some files may
appear during virus scans, batch copies, file tests and such, but even
these are treated as containers without regard for content. It is in
the best interest of all parties involved that the actual contents of a
volume (and the individual files it may contain) is neither viewed nor
discussed beyond the most general of terms. Please read nCity's Privacy
Policy regarding volume content (located on our Home page).
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 Blinking question mark on startup:  This
usually means the Operating System
cannot be found, and causes range from simple to severe. Try startup
from your OS DVD, and run Disk Utility on the hard drive. Make sure you
have a startup disk selected (if possible). If machine still refuses to
boot, it may be time to bring it in for analysis. If your hard drive is
malfunctioning, data recovery services may be required.Blank screen on wake from sleep: Workarounds include
turning off Energy
Saver in System Preferences; manually selecting sleep then waking
machine a few times (closing and opening laptops will work, too); press
power button to produce shutdown dialog box, then cancel shutdown; and,
checking your screen resolution in System Preferences -> Displays
pane. If this problem is persistent, there may be some sort of software
conflict going on, something running in the background, or it could be
hardware related.
Kernel Panics: These may be related to a
specific
application or utility program, a corrupt Operating System file, or
they may be symptomatic of a hardware issue. Launch Disk Utility and
use it to verify your hard drive and repair permissions. Make a note of
any errors presented.
Starts up with command-line prompt: Machine's PRAM needs to
be reset.
Restart, then _immediately_ press and hold the key combination
Command+Option+P+R until you hear two startup tones. Or, reset PRAM
from the command-line by typing "reset-nvram" then press Return Key,
followed by "reset-all" at the prompt and another Return (assuming
firmware is not password protected). Your machine should restart
normally.
Abnormal Startup tones: If you hear a series of
beeps on startup,
it usually means one or more RAM DIMMs may be loose, failed or out of
spec. Remove any third-party RAM and try restarting. If all installed
RAM is original equipment, try removing one DIMM at a time between
restarts until failed RAM is identified.
Machine refuses to boot from OS DVD, or OS installation fails: System disk may be
defective. If pressing
"C" key, "D" key or Option key during startup doesn't work, either that
disk is not a bootable disk or it has been damaged. See if the disk
appears as an option in the Startup Disk control panel (System Prefs).
Sometimes a CD/DVD can be repaired, so if the disk in question is a
known-good OS disk - or at least it used to be - it might be worth
taking to a video store to be polished.
One giveaway symptom of a
corrupt/defective optical disc is if CD/DVD's installer program has a
generic
"dog-eared page" icon. Another check is to boot from any available
System, then open the suspect disc's window; an alias should appear
named "Install OSX." Select the installer alias and choose "Show
Original" from File Menu; if this results in a disk error message, the
System CD/DVD is kaput.
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