This month I’m taking a look at a book titled “Desktop and Portable Systems: A Guide to Supporting, Servicing, and Troubleshooting Apple Computers,” which is the reference/textbook used to provide training for those seeking Apple Certified Desktop Technician (ACDT) or Portable Technician (ACPT) specializations.

The first thing that struck me is Apple Computer’s duality. Immediately following the introduction page is a big warning. Performing any support or repair work on any Macintosh, if you are uncertified, invalidates your warranty. A statement made at the bottom of the same page says the only way to successfully learn the Take Apart knowledge in the manual is to actually do the job. That’s a Catch-22, since the reader of this text is most likely trying to earn the Apple certifications.

The book also states that some articles and exercises mentioned in the text are restricted to those participating in a certified training program or members of an Apple Authorized Service Provider (AASP). I find these frustrating.

The book itself is broken into four sections:

1. Tools and practices
2. Common hardware and technologies
3. Desktops
4. Portables

Tools and practices

Chapter 1 introduces the Apple Knowledge Base (KB), an on-line reference for ANYONE who needs information on Apple products. I wasn’t aware Apple supplied this resource to the public, as Microsoft does. It includes an archival section for systems no longer supported by Apple. I was impressed.

Chapter 2 deals with software tools used to troubleshoot Macintosh systems. I found the Apple System Profiler (ASP) an interesting utility. It’s included as part of the operating system in OS X 10.3 and provides a wealth of information on what hardware and software is installed on the system. Hardware specific utilities, called Apple Hardware Test (AHT), ship with new Macintosh systems. Those that belong to AASP are capable of downloading and burning bootable-CD images of this software, which are not available to the public. The next utility mentioned is Disk Utility, which can be used to repair minor problems with your hard drive. One limitation I found to this utility (which is part of the OS) is its inability to make repairs on the main (boot drive) without having the installation CDs present and booting from those CDs.

Chapters 3 – 4 deal with generic troubleshooting theory.

Common Hardware and Technologies

Chapter 5 contains basic computer theory I’ve seen in other entry level training manuals. Chapter 6 covers Macintosh specific technologies. Chapter 7 (on LCD) and Chapter 8 (on CRT) discuss current monitor technology and maintenance.

An interesting note on Chapter 7: Tell customers not to RUB their LCD screens if dead pixels appear. Doing so can cause further damage to the monitor.

Chapter 9 details Apple’s transition from its proprietary AppleTalk networking technology to its integration of TCP/IP as the networking standard for OS X and later. Chapter 10 introduces wireless networking to the Macintosh.

Desktops

Chapters 11 – 22 cover the different iterations of the Macintosh: iMac and eMac, Flat-Panel iMac, and the Power Mac G4. Each chapter provides product specifications, specific if-then troubleshooting tips, and upgrade options for each model. I was especially impressed by the number and quality of pictures provided as examples of what to look for inside these systems. In contrast to Macintosh software’s ease-of-use claims, I’ve found most Macintosh systems difficult to work inside or to significantly upgrade. This guide helps by showing an aspiring technician exactly what to look for.

The G4 proves to be significantly more user friendly with its side-opening case and easy access to expansion bays and ports. Coming from the PC world, I actually enjoy supporting the G4 due to its open design.

Portables

Chapters 23 – 31 discuss Apple laptops (to the 1.33Ghz 17” Powerbook). The same detailed specifications and pictures are provided. There weren’t as many specific troubleshooting scenarios in these chapters. I also discovered that Apple’s made supporting and upgrading components (such as hard drives and RAM) more complicated on newer versions. They don’t have easy access panels on the bottom of their laptops. The technician is forced to remove the keyboard, several small screws, panels, and electrical attachments to access upgrade areas. Most PC-based laptops I’ve seen recently are working to make these common upgrade paths more accessible to the user.

Summary

Overall, I’d recommend this book to anyone wanting to become familiar with Macintosh hardware architecture. The pictures and examples are wonderful. I’d have liked a little more personable and chatty guide, but I suppose that’s not the intent of the Apple Certified series of technical training manuals. I found the writing accurate and technically sound. What more can you ask for in an 845-page technical reference guide?