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TICKET ARCHIVE -> safari/mail application problems

portfoleyo2000 - Aug 13, 2006 - 10:49 am

i am having problems with my safari and mail applications. my mail application wont open at all, it bounces in the dock and quits totally. safari will work until it's time to type something into a field (ex. search field or address bar) then it just shuts down. any advice? my roxio programs are doing the same thing

Cheryl - Aug 14, 2006 - 1:52 am

Dan,

Did you install anything just before this began?

Try this and see if the problem gets corrected:

Go to Applications>Utilities and open Disk Utility.
After a few moments it will have gathered information about your drives.
Click on the second icon in the side bar at the far left.
Now click on Repair Permissions. (Repair Disk at the bottom far right will be grayed out).

Once it is done, quit Disk Utility, and give your programs a try.

Let me know how you do.

Cheryl

portfoleyo2000 - Aug 14, 2006 - 6:25 am

i didnt install anything new, i did run disk utility and applejack and still no luck. Mail, Safari, and Roxio are still not responding. I can run roxio if i login under a new account

Cheryl - Aug 14, 2006 - 6:45 am

Dan,

Because you can run Roxio in a different account says that there is something causing a conflict within your original user account.

Go to Home>Library>Preferences.
with the Preferences window open, go to the View menu and select by list.
Now everything will be in alpha order making it easier to find files.
Locate and trash the following files:

com.apple.BezelServices.plist
com.apple.DirectoryService.Config.plist
com.apple.finder.plist
com.apple.LaunchServices.plist
com.apple.recentitems.plist
com.apple.Safari.plist
com.apple.systempreferences.plist
com.apple.systemuiserver.plist
com.roxio.Toast.plist
Roxio Toast Prefs

Note: do not trash the com.apple.mail.plist as you will lose all your mail and mail boxes as well as the account information.

Each of these files will regenerate itself to default settings, so do not worry. Restart the computer and then empty the trash.
Now give mail and Safari a try.

Let me know how you do.

Cheryl

portfoleyo2000 - Aug 14, 2006 - 8:24 am

thanks for all your help. i did what you said, i couldnt find the "com.apple.DirectoryService.Config.plist" still safari, mail and roxio wont open. safari opens and then as soon as i type something in the address bar it quits, mail and roxio do not even get that far.

Cheryl - Aug 14, 2006 - 9:09 am

Dan,

It is time to use Disk Utility from the OS CD to repair the drive. I am assuming you are running 10.4 - Tiger. If you are running Panther (10.3) let me know as the instructions are slightly different.

Insert the OS 10.4 CD(full install or iMac G5 10.4. Do not use the Restore or upgrade CD), restart the computer and immediately hold down the C key.
The computer will startup using the CD and not your hard drive.

The first screen will ask you to select your language.
Once you have done that, do not click on the next screen.
Instead go to the Utilities menu and select Disk Utility.

Once that opens, click on the second icon in the side bar at the far left.
Then click on First Aid and at the bottom right click on Repair Drive.

Watch the activity screen. If it does any repairs - you will need to click on the Repair Disk button a second time after the first pass is done. The object is to make sure it finds all the problems and repairs them. You may need to hit that button a third or fourth time to get no references to repairs made.
If it comes up with can not repair the volume, you will need a third party utility. Let me know if this does indeed come up.

Now click on Repair Permissions.

When that is done, quit Disk utility and restart the computer.

Before you try to test out any program, go to Applications>Utilities>keychain Access.
At the top left is a padlock. Click on it. It will ask you for your Admin password.
Once it is unlocked, go to the Keychain Access Menu and select Preferences.
Click on first Aid.
Make sure all boxes are checked in that window.
Close the Preference window.
Quit Keychain Access.

Now give Safari and Mail a test run.

Cheryl

portfoleyo2000 - Aug 14, 2006 - 9:20 am

yes i'm still in the dark ages with 10.3.9 ha ha

Cheryl - Aug 14, 2006 - 9:57 am

Dan,

With a tight budget, I can understand not going for the upgrade.

When you start up with the Panther CD, do not click on the installer screen at all. Instead go to the Installer menu and select Disk Utility.

Once that opens, click on the second icon in the side bar at the far left.
Then click on First Aid and at the bottom right click on Repair Drive.

Watch the activity screen. If it does any repairs - you will need to click on the Repair Disk button a second time after the first pass is done. The object is to make sure it finds all the problems and repairs them. You may need to hit that button a third or fourth time to get no references to repairs made.
If it comes up with can not repair the volume, you will need a third party utility. Let me know if this does indeed come up.

Now click on Repair Permissions.

When that is done, quit Disk utility and restart the computer.

Before you try to test out any program, go to Applications>Utilities>keychain Access.
At the top left is a padlock. Click on it. It will ask you for your Admin password.
Once it is unlocked, go to the Keychain Access Menu and select Preferences.
Click on first Aid.
Make sure all boxes are checked in that window.
Close the Preference window.
Quit Keychain Access.

Now give Safari and Mail a test run.

Cheryl

portfoleyo2000 - Aug 15, 2006 - 7:37 am

i'm not sure if i'm following you, should i boot up with the panther cd?

Cheryl - Aug 15, 2006 - 9:51 am

Dan,

Yes, startup (boot) the computer using the Panther (10.3) CD. Just insert the cd, restart the computer and immediately hold down the C key.

Now follow my directions above.

Cheryl

portfoleyo2000 - Aug 15, 2006 - 10:43 am

i tried all of that, no luck so far, i also noticed other programs like stuffit not working as well.

Cheryl - Aug 15, 2006 - 12:55 pm

Dan,

Did Disk Utility come up with any errors or problems it had to fix?

There are a couple of things you can try.

One- get Disk Warrior
http://www.alsoft.com/DiskWarrior/index.html

Or do an archive and preserve install of 10.3, then update the system using Software update in System Preferences. This will save all your files and preferences.

Or - back up all your important files and wipe your drive clean and start all over. That is if you have an external drive that you can use Carbon Copy Cloner or Super Duper on.

Let me know your preference and I will give instructions for the install.

Cheryl

portfoleyo2000 - Aug 17, 2006 - 7:58 am

the archive and preserve sounds more up my alley, i may even go out and buy tiger, that will erase my files though, right?

Cheryl - Aug 17, 2006 - 10:29 am

Dan,

An archive & Preserve will allow you to install the OS and keep your user name, home folder, all programs you have installed as well as preserve your settings.

Start up from your Mac OS X Install Disc 1
Select your language. The Welcome to the Mac OS X Installer window appears.
Click Continue. The Important Information window appears.
After reading or printing the information, click Continue. The Software License Agreement window appears.
After reading or printing the information, click Continue.
An agreement sheet appears. If you agree with the license agreement, click Agree. The Select a Destination window appears.
Click the volume that you wish to install to.
Click Options. The installation options sheet appears.
Select Archive and Install.
Select the volume which already has Mac OS X installed.
You should also select Preserve Users and Network Settings, to preserve network and Home directory settings.
Click OK.
Click Continue to begin the installation.

Once done, use Software Update in system Preferences to update the OS (it will be a combo update file) and the security updates.

When done and restarted, use Disk Utility to repair permissions.

You should be clear of the problems and running smoothly.

Cheryl

portfoleyo2000 - Aug 17, 2006 - 10:45 am

i will definitely try that, before i do, will it do anything to my internet/ router setting? i have a modem and wireless router connected to my mac which was a real pain to connect and get running properly.

Cheryl - Aug 17, 2006 - 11:48 am

Dan,

I know about routers and how much trouble it is to get it set - and to keep the signal going through. I had trouble this morning with my set up.

Your install will not affect the router or the modem. It will also keep your internet settings that you have on your machine.

Cheryl

portfoleyo2000 - Aug 18, 2006 - 10:13 am

thank you so much for your time and help. i will try that tonight. thanks again

Dan

Cheryl - Aug 18, 2006 - 1:03 pm

Dan,
Keep me posted on how you do.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 7:21 am

ok i tried the archive and preserve last night. huge problems!! the computer went through the installation and restarted on its own, when it restarted it brought up a screen with errors. it couldnt bring me to my desktop, i was able to start up from the disk again by holding the c button down, so i did the archive and preserve again, now when it restarts it goes to the grey apple screen and stays there, nothing happens, after a few seconds the fans kick. what should i do? i dont want to lose anything on the hard drive.

Cheryl - Aug 20, 2006 - 9:00 am

Dan,

Did you use the OS 10.3 CD.
Use the Os X CD to start up the computer.
Do not click on the Installer Screen.
Instead go to the Installer menu and select Disk Utility.
Does your hard drive show in the side bar at the far left?
If so, click on it.
Now while in the First Aid tab, click on Repair Disk at the bottom right.
Watch the activity screen. If it does any repairs - you will need to click on the Repair Disk button a second time after the first pass is done. The object is to make sure it finds all the problems and repairs them. You may need to hit that button a third or fourth time to get no references to repairs made.

Now click on Repair Permissions.

When that is done, quit Disk utility and restart the computer.

If Disk Utility says that it can not repair the drive, it is time for a third party utility like Disk Warrior or TechTool Pro.

Keep me posted on how you do.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 11:29 am

i did the disk utility and it said the volume macintosh hd appeared to be ok. i did it two more times and then restarted, it still got as far as the grey screen and it stopped there.

Cheryl - Aug 20, 2006 - 12:16 pm

Dan,

Disconnect all equipment except for the keyboard and mouse. Then start it up.

Did you install any memory recently? It could very well be a memory chip that is failing.

Try resetting the PRAM:

If you iMac is on, turn it off by pressing the power button until the computer turns off. You should hear the fans stop working.
Press the power button to restart your computer and immediately hold down the Command, Option, P, and R keys simultaneously. Make sure to keep holding down all four keys while the computer starts up.
When you hear the startup sound for the second time, let go of the keys. If you don't hear a second startup sound, repeat these three steps again; the second startup sound indicates that you have successfully reset the computer's PRAM.

Resetting the SMU can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so on. If your computer still exhibits these types of issues even after you've restarted the computer, try resetting the SMU. To reset the SMU:

Turn off the computer by choosing Shut Down from the Apple menu, or by holding the power button until the computer turns off.
Unplug all cables from the computer, including the power cord.
Wait 10 seconds.
Plug in the power cord while simultaneously pressing and holding the power button on the back of the computer.
Let go of the power button.
Press the power button once more to start up your iMac.

There are also instructions on how to test your iMac G5 here:
http://docs.info.apple.com/article.html?artnum=301283

It does have a link that shows you how to open the iMac to do this.

Let me know you do.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 12:35 pm

i did the pram reset and heard the second sound. i also did the smu reset, i still get stuck on the grey screen with the fans running very loud. this week i got a new logic board put in and i bought new ram on wednesday.

Cheryl - Aug 20, 2006 - 12:41 pm

Dan,

It is probably the new RAM that is causing this. Take it out, then see if the machine will start up correctly.
OS X is very finicky with third party parts.

Let me know if the machine starts up or not.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 12:52 pm

i took out the ram that i bought, retarted the mac with the back cover off, the 3 led lights came on, no luck with the computer getting passed the grey screen.

Cheryl - Aug 20, 2006 - 1:05 pm

Dan,
Turn the display at an angle to you and look closely at the display. Is the display completely black or can you see a dim light or glow to the display?
*Completely black. Your Inverter Board needs to be replaced. Order and install the Inverter board for your computer.
http://www.apple.com/support/imac/as...t/wss/wss.html

*Dim light or glow. Your LCD Display Panel needs to be replaced. Please take the computer to your nearest Apple Retail Store or Apple Authorized Service Provider for service.

Please keep me posted.

Cheryl

Cheryl - Aug 20, 2006 - 1:11 pm

Dan,

Do you still have the iMac taken apart? There is an internal power button - the small, metal button below the fan cover and closest to it.

Press the internal power button until the computer turns off. Unplug the power cord from the computer and replace the back cover. Return the computer to the upright position. Plug in the power cord and turn on the computer. Do you see video on the display now?

The iMac came with Apple Hardware Test. It maybe on the Additional software CD/DVD.

Use that to start up your computer and allow it to run through its tests.

Let me know what happens.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 2:05 pm

i'm running the apple hardware test now, taking a while though, the screen still stopped at the grey screen, nothing looked abnormal though, i will let you know when the apple hardware test is finished

Cheryl - Aug 20, 2006 - 2:16 pm

Keep me posted. I am really surprised this happened.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 3:00 pm

everything passed on my hardware test, then restarted and back to the grey screen of death, do you think i should do a full install? i really dont want to lose any of my files on the hard drive.

Cheryl - Aug 20, 2006 - 3:29 pm

If you do a complete install, you will lose all the files on your hard drive.
Try this:

Press the power button to restart your computer and immediately hold down the Command, Option, P, and R keys simultaneously. Make sure to keep holding down all four keys while the computer starts up.
When you hear the startup sound for the **Third** time, let go of the keys. If you don't hear a second startup sound, repeat these three steps again; the second startup sound indicates that you have successfully reset the computer's PRAM.

Do you have Disk Warrior or TechTool Pro? Disk Warrior - when starting the computer with the CD, will rebuild the directory - which is what your machine may need right now.

I wish I was sitting in front of your computer right now.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 4:01 pm

i held down the four keys until i heard the third chime. then let go of the keys, the computer went to the grey screen and nothing happen, i dont own either disk warrior or tech tool, i wish you were in front of the computer too! LOL. i'm going crazy over here, they just opened a new apple store near me this weekend, i dont think they have any techs in there yet. i may have to run it in there, tech tool and disk warrior are pretty expensive.

Cheryl - Aug 20, 2006 - 4:25 pm

Dan,

An Apple Store will not open until they have techs. I suggest you take the iMac in to the Genius and have him/her check it out.

I can only help so much via email. The Apple Techs are trained - especially on those new iMacs.

And you should shop for an external drive - firewire is fast - to do backups on. Then you would have peace of mind in case you would need to do a wipe clean and install.

I am interested in knowing what the Apple tech says.

Cheryl

portfoleyo2000 - Aug 20, 2006 - 4:52 pm

again thanks for all your help, i will probably try to take it in to a genius. have a good night

Dan

Cheryl - Aug 20, 2006 - 4:58 pm

Dan,

Your iMac is relatively new. You should not be having these troubles. Please take it in and have the Mac Genius check it out.

Cheryl