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Ashik
Ashik, Mac Helper
Category: Mac
Satisfied Customers: 6599
Experience:  7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
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Hello. This is Earl Spaulding. Case number XXXXXXXXX E-mail

Customer Question

Hello.
This is Earl Spaulding. Case number XXXXX E-mailXXX@XXXXXX.XXX.
You may find details of this case on your file.
In my first phone conversation with Ken of Apple Support Express Lane Ken seemed to be familiar with this problem. I asked Ken if I could run the restore disc to repair the problem. Ken told me it was an internal hardware problem. He asked my postal code and found my nearest Apple repair shop. This was “Entech Computer Services” in Fort Myers FL, a one and half hour drive from my home. I phoned them and they told me to bring the computer with my personal USB back up drive to their location. I delivered the unit along with my personal backup external drive to their location on 09/22/2010. In a few days I was told that it was ready for pickup. I think they reinstalled the recovery disc and ran a diagnostics and found no problems. When I got the unit home, I found original problem still exist. I again phoned “Entech Computer Services”. The technician Eric asked me to bring it back to their location and leave it a few more days. I told the technician “I can make the three hour round tripe drive on 11/06/20010.
Maybe it needs a new bios . It is very inconvenient to repeatedly drive to Fort Myers. I hope they can fix it this time. If not can I get it replaced under warranty?

I have been forwarding the error report to Apple each time I finally get booted up.

Her is a copy of the last report.

Interval Since Last Panic Report:  -361309 sec
Panics Since Last Report:          2
Anonymous UUID:                    0A9C3B68-81B0-448F-B9AE-BEDE5D3CD043

Thu Sep 30 16:28:43 2010
panic(cpu 0 caller 0x2a8ab2): Kernel trap at 0x00292f57, type 14=page fault, registers:
CR0: 0x8001003b, CR2: 0x00000004, CR3: 0x00100000, CR4: 0x000006e8
EAX: 0x00000000, EBX: 0x047b9460, ECX: 0x00000000, EDX: 0x00000000
CR2: 0x00000004, EBP: 0x2b6ebcd8, ESI: 0x00000000, EDI: 0x007b9460
EFL: 0x00010246, EIP: 0x00292f57, CS:  0x00000008, DS:  0x00000010
Error code: 0x00000002

Backtrace (CPU 0), Frame : Return Address (4 potential args on stack)
0x2b6eb9d8 : 0x21b455 (0x5cf328 0x2b6eba0c 0x2238b1 0x0)
0x2b6eba28 : 0x2a8ab2 (0x591664 0x292f57 0xe 0x59182e)
0x2b6ebb08 : 0x29e9a8 (0x2b6ebb20 0x1f 0x2b6ebcd8 0x292f57)
0x2b6ebb18 : 0x292f57 (0xe 0x48 0x10 0x10)
0x2b6ebcd8 : 0x2937b9 (0x5298a6c 0x70a00000 0x7fff 0x27e3000)
0x2b6ebd48 : 0x2608ee (0x5298a6c 0x70a00000 0x7fff 0x70c00000)
0x2b6ebe78 : 0x260e89 (0xffe00000 0x7fff 0x0 0x0)
0x2b6ebeb8 : 0x22c3fd (0x2e301ec 0x0 0x1 0xffe00000)
0x2b6ebf08 : 0x4773d4 (0x59eddac 0x0 0x0 0x0)
0x2b6ebf58 : 0x477402 (0x59d3a80 0x0 0x5458804 0x0)
0x2b6ebf78 : 0x4edaf8 (0x59d3a80 0x52a1a68 0x5458804 0x1)
0x2b6ebfc8 : 0x29f43d (0x52a1a64 0x0 0x10 0x52a1a64)

BSD process name corresponding to current thread: DirectoryService

Mac OS version:
10F569

Kernel version:
Darwin Kernel Version 10.4.0: Fri Apr 23 18:28:53 PDT 2010; root:xnu-1504.7.4~1/RELEASE_I386
System model name: MacBook6,1 (Mac-F22C8AC8)

System uptime in nanoseconds: 1493188389060
unloaded kexts:
com.apple.driver.AppleFileSystemDriver 2.0 (addr 0xf93000, size 0x12288) - last unloaded 135347453192
loaded kexts:
com.symantec.kext.fw 1.0.2f8 - last loaded XXXXXXXXXXX
com.symantec.kext.confidentialData 1.4f5
com.symantec.kext.filesecurity 1.4f5
com.symantec.kext.SymAPComm 11.1f102
com.symantec.kext.pf 4.2.0f5
com.s ymantec.kext.ips 3.1f10
com.symantec.kext.internetSecurity 1.3.1f7
com.apple.driver.AppleHWSensor 1.9.3d0
com.apple.filesystems.autofs 2.1.0
com.apple.driver.AppleUpstreamUserClient 3.3.2
com.apple.driver.AGPM 100.12.12
com.apple.driver.AudioAUUC 1.4
com.apple.driver.AppleMikeyHIDDriver 1.2.0
com.apple.driver.SMCMotionSensor 3.0.0d4
com.apple.driver.AppleHDA 1.8.7f1
com.apple.Dont_Steal_Mac_OS_X 7.0.0
com.apple.driver.AudioIPCDriver 1.1.2
com.apple.driver.AppleIntelPenrynProfile 17
com.apple.driver.AppleMikeyDriver 1.8.7f1
com.apple.driver.ACPI_SMC_PlatformPlugin 4.1.2b1
com.apple.driver.AppleLPC 1.4.12
com.apple.GeForce 6.1.8
com.apple.driver.AppleBacklight 170.0.24
com.apple.driver.AppleUSBTCButtons 1.8.1b1
com.apple.driver.AppleUSBTCKeyboard 1.8.1b1
com.apple.iokit.SCSITaskUserClient 2.6.5
com.apple.BootCache 31
com.apple.AppleFSCompression.AppleFSCompressionTypeZlib 1.0.0d1
com.apple.iokit.IOAHCIBlockStorage 1.6.2
com.apple.driver.AppleSmartBatteryManager 160.0.0
com.apple.driver.AirPortBrcm43224 425.16.2
com.apple.driver.AppleUSBHub 4.0.0
com.apple.driver.AppleAHCIPort 2.1.2
com.apple.nvenet 2.0.15
com.apple.driver.AppleUSBEHCI 4.0.2
com.apple.driver.AppleUSBOHCI 3.9.6
com.apple.driver.AppleEFINVRAM 1.3.0
com.apple.driver.AppleRTC 1.3.1
com.apple.driver.AppleHPET 1.5
com.apple.driver.AppleACPIButtons 1.3.2
com.apple.driver.AppleSMBIOS 1.6
com.apple.driver.AppleACPIEC 1.3.2
com.apple.driver.AppleAPIC 1.4
com.apple.driver.AppleIntelCPUPowerManagementClient 105.10.0
com.apple.security.sandbox 0
com.apple.security.quarantine 0
com.apple.nke.applicationfirewall 2.1.11
com.apple.driver.AppleIntelCPUPowerManagement 105.10.0
com.apple.driver.AppleProfileReadCounterAction 17
com.apple.driver.AppleProfileTimestampAction 10
com.apple.driver.AppleProfileThreadInfoAction 14
com.apple.driver.AppleProfileRegisterStateAction 10
com.apple.driver.AppleProfileKEventAction 10
com.apple.driver.AppleProfileCallstackAction 20
com.apple.driver.DspFuncLib 1.8.7f1
com.apple.iokit.IOSurface 74.0
com.apple.iokit.IOBluetoothSerialManager 2.3.7f1
com.apple.iokit.IOSerialFamily 10.0.3
com.apple.iokit.IOAudioFamily 1.7.6fc2
com.apple.kext.OSvKernDSPLib 1.3
com.apple.driver.AppleHDAController 1.8.7f1
com.apple.iokit.IOHDAFamily 1.8.7f1
com.apple.driver.AppleSMBusController 1.0.8d0
com.apple.iokit.AppleProfileFamily 41
com.apple.driver.AppleSMC 3.0.1d2
com.apple.driver.IOPlatformPluginFamily 4.1.2b1
com.apple.driver.AppleSMBusPCI 1.0.8d0
com.apple.nvidia.nv50hal 6.1.8
com.apple.NVDAResman 6.1.8
com.apple.iokit.IONDRVSupport 2.1
com.apple.iokit.IOGraphicsFamily 2.1
com.apple.driver.BroadcomUSBBluetoothHCIController 2.3.7f1
com.apple.driver.AppleUSBBluetoothHCIController 2.3.7f1
com.apple.iokit.IOBluetoothFamily 2.3.7f1
com.apple.driver.AppleUSBMultitouch 205.32
com.apple.iokit.IOUSBHIDDriver 4.0.2
com.apple.iokit.IOSCSIMultimediaCommandsDevice 2.6.5
com.apple.iokit.IOBDStorageFamily 1.6
com.apple.iokit.IODVDStorageFamily 1.6
com.apple.iokit.IOCDStorageFamily 1.6
com.apple.driver.AppleUSBMergeNub 4.0.0
com.apple.driver.AppleUSBComposite 3.9.0
com.apple.driver.XsanFilter 402.1
com.apple.iokit.IOAHCISerialATAPI 1.2.4
com.apple.iokit.IOSCSIArchitectureModelFamily 2.6.5
com.apple.iokit.IO80211Family 311.1
com.apple.iokit.IOUSBUserClient 4.0.0
com.apple.iokit.IOAHCIFamily 2.0.4
com.apple.iokit.IONetworkingFamily 1.9
com.apple.iokit.IOUSBFamily 4.0.2
com.apple.driver.NVSMU 2.2.7
com.apple.driver.AppleEFIRuntime 1.3.0
com.apple.iokit.IOHIDFamily 1.6.5
com.apple.iokit.IOSMBusFamily 1.1
com.apple.kext.AppleMatch 1.0.0d1
com.apple.security.TMSafetyNet 6
com.apple.driver.DiskImages 283
com.apple.iokit.IOStorageFamily 1.6.1
com.apple.driver.AppleACPIPlatform 1.3.2
com.apple.iokit.IOPCIFamily 2.6
com.apple.iokit.IOACPIFamily 1.3.0
Model: MacBook6,1, BootROM MB61.00C8.B00, 2 processors, Intel Core 2 Duo, 2.26 GHz, 2 GB, SMC 1.51f53
Graphics: NVIDIA GeForce 9400M, NVIDIA GeForce 9400M, PCI, 256 MB
Memory Module: global_name
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x93), Broadcom BCM43xx 1.0 (5.10.131.16.1)
Bluetooth: Version 2.3.7f1, 2 service, 12 devices, 1 incoming serial ports
Network Service: AirPort, AirPort, en1
Serial ATA Device: TOSHIBA MK2555GSXF, 232.89 GB
Serial ATA Device: MATSHITADVD-R   UJ-898
USB Device: Built-in iSight, 0x05ac  (Apple Inc.), 0x8507, 0x24400000
USB Device: BRCM2070 Hub, 0x0a5c  (Broadcom Corp.), 0x4500, 0x06100000
USB Device: Bluetooth Module, 0x05ac  (Apple Inc.), 0x8218, 0x06130000
USB Device: Apple Internal Keyboard / Trackpad, 0x05ac  (Apple Inc.), 0x0236, 0x04600000
Submitted: 3 years ago.
Category: Mac
Expert:  Ashik replied 3 years ago.
Hi Earl , My name isXXXXX hope i can help you.

What really happens when you boot your Mac ?

What version of Mac OS X are you using ?

Do you have the Mac OS X installation discs handy ?
Customer: replied 3 years ago.
I purchased this macbook new in unopened box and received it on Sept. 01 2010.
When I first powered it up I got screen message to hold power button until it turned off. then restart computer. I have to do this three to five times. Then it seems to run OK.

I purchased this computer new in an unopened box. I have the OS recovery disc and applications recovery disc.

This machine is running Mac OS X version 10.6.4
Hardware Overview:
Model Name: MacBook Model Identifier: MacBook6,1 Processor Name: Intel Core 2 Duo Processor Speed: 2.26 GHz Number Of Processors: 1 Total Number Of Cores: 2 L2 Cache: 3 MB Memory: 2 GB Bus Speed: 1.07 GHz Boot ROM Version: MB61.00C8.B00 SMC Version (system): 1.51f53 Serial Number (system): W8953S4Z8PW Hardware UUID: F07E47B6-9467-54D0-8258-713BB1EADD9F Sudden Motion Sensor: State: Enabled

I would like to have this computer repaired or replaced by Apple. I cant' seem to find out how.
Please help.

The is is the screen I see when I try to start the computer.

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Expert:  Ashik replied 3 years ago.
The screen you are getting is a Kernal Panic. It means, your Mac have problem with hardware or software. We can run hardware test and see if it returns any errors.

  1. Restart your Mac and immediately hold the "D" key before the gray startup screen appears.
  2. It takes a minute or so for Apple Hardware Test to start up and inspect your hardware configuration.
  3. Test your Mac and see if it shows any errors...

Let me know how it goes...
Customer: replied 3 years ago.
I have done that and so has the Apple service techition that I made two trips of a three hour drive to have this computer repaired under warrenty. How do I get Apple to repair or reeplace this computer. HELP HELP HELP

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Expert:  Ashik replied 3 years ago.
First find a Authorised Apple Store (http://www.apple.com/retail/) or Genius Bar near your area. Then make an Appointment and take your Mac. Goto this page to make an Appoinment to Genius Bar : http://www.apple.com/retail/geniusbar/

If it is a serious hardware problem, Apple will not fix it, but they'll give you a new Mac. Apple will fix your Mac if it is any software issue.

Let me know if you have any questions..

Best Regards,
Ashik

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