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Apple Device Support 2024 (SUP-2024) > Troubleshooting Apple Devices > Flashcards

Troubleshooting Apple Devices Flashcards

1
Q

If an app or process in macOS stops responding or quits unexpectedly, you can use ____ to examine messages and view crash reports

A

Console

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2
Q

Which report type is generated when an app quits unexpectedly?

A. Log report

B. Crash report

C. Spin report

A

B. Crash report

Crash reports are generated when an app quits unexpectedly.

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3
Q

Which dot color indicates a fault message?

A. Red

B. Yellow

C. Light gray

A

A. Red

A yellow dot indicates an error message.

A light gray dot indicates an info message.

A dark gray dot indicates debug log messages

If no dot appears, it is a default type log message

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4
Q

After you open Console, when does it begin streaming log messages?

A. Automatically when Console starts

B. When a user logs in

C. When you click “Start streaming” in the app

D. When an app unexpectedly quits

A

C. When you click “Start streaming” in the app

Console begins to stream messages only after the user clicks “Start streaming.”

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5
Q

When in Finder, how do you open Console?

A

Go > Utilities > open Console

You can access Console in many ways, including using Spotlight and Launchpad

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6
Q

In Console, when you finish troubleshooting, click ____ to stop streaming.

A

Pause

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7
Q

How do you view log reports in Console?

A

in the sidebar, click Log Reports

System and user-related log files appear.

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8
Q

Which Terminal command do you type to force Safari to quit and produce a report?

A

killall -3 Safari

If you know the app’s Process ID (PID), you can type kill -3 [PID].

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9
Q

____ are system and user reports with details about app or process issues

A

Spin reports

Spin report names have a .spin extension.

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10
Q

Crash report names have the ____ extension

A

.ips

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11
Q

____ are system and user reports with information about events that occur when the system or specific apps are processing

A

Log Reports

Log report names have an extension such as .log, ._log, or .its

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12
Q

____ are System and user reports with information about hardware resources, system response times, and more

A

Diagnostic Reports

Diagnostic report names have an extension such as .diag or .dpsub

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13
Q

In Console:

Mac Analytics Data: Contents of the Message Tracer Store data found at ____ folder path

A

/var/log/DiagnosticMessages

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14
Q

In Console:

system.log: Contents of the legacy system log file at ____

(which folder path)

A

/private/var/log/system.log

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15
Q

If you’re logged in as an administrator user, you can view all reports. If you’re not logged in as an administrator, you can only view user reports

A. True
B. False

A

A. True

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16
Q

____ can find and repair errors related to the formatting and directory structure of a Mac disk

A

Disk Utility

17
Q

If your Mac can start up all the way, how do you open Disk Utility?

A

Utilities folder of your Applications folder

18
Q

You booted up in macOS Recovery and launched Disk Utility, how do you perform First Aid on your volumes/containers/HDs?

A

Side bar, choose a Volume/Container/HD > Click First Aid in the tool bar

19
Q

How do you erase your Mac HD with Disk Utility?

A

Sidebar, Select Macintosh HD > Click Erase button in the toolbar

20
Q

____ extracts information from iPhone and iPad devices and captures it in a log file. You or AppleCare can then read the file to understand software or network issues

A

Sysdiagnose

21
Q

On your iPad device, how do you run sysdiagnose with the top and side buttons?

A

Press and hold both volume buttons and the side or top button on iPad for 1 to 1.5 seconds to start sysdiagnose

When you release the buttons, sysdiagnose starts, and iPad takes a screenshot

On iPhone, but not on iPad, you feel a short vibration when sysdiagnose starts

22
Q

How do you run sysdiagnose with AssistiveTouch?

A

Settings > Accessibility > Touch > Turn on AssistiveTouch > Customize Top Level Menu > Tap + button to add new function > Tap + icon in the function placeholder > Tap Analytics

23
Q

After performing sysdiagnose on your iPad, where can you find the Analytics Data?

A

Settings > Privacy & Security > Analytics & Improvements > Analytics Data

24
Q

In the Finder, how do you go to the Library folder?

A

hold the Option key while you click Go menu

25
Q

What are the three Library folders included in macOS?

A
  1. Macintosh HD/System/Library/
  2. Macintosh HD/Library/
  3. Macintosh HD/Users/username/Library/
26
Q

After syncing your iPad with your Mac, your sysdiagnose log file is hidden in which Library folder on your Mac?

A

Macintosh HD/Users/username/Library/

macOS hides the /Users/username/Library/ folder by default.

27
Q

From the Library folder, where is the sysdiagnose file located?

A

Logs > CrashReporter > MobileDevice > [device name] > DiagnosticLogs > sysdiagnose

28
Q

With ____, you can view the amount of resources and energy that running processes and open apps use.

A

Activity Monitor

29
Q

How do you show hidden processes in Activity Monitor?

A

View > All Processes

30
Q

In Activity monitor, how do you stop an unresponsive app?

A

Click the unresponsive process > Click Stop > If it doesn’t stop, click Force Stop

31
Q

You ran System Diagnostics in Activity Monitor, where can you locate the compressed file that contains the results?

A

/private/var/tmp/

32
Q

In the Activity Monitor app, what do the following “System diagnostic options” do?

Sample Process
Spindump
System Diagnostics
Spotlight Diagnostics

A
  • Sample Process: Creates a report on a selected process over a period of 3 seconds.
  • Spindump: Creates a report for unresponsive apps that were terminated using force quit.
  • System Diagnostics: Creates a report based on different logs on your Mac.
  • Spotlight Diagnostics: Creates a report based on all the processes running on your Mac.
33
Q

Where can you find basic system information about your Mac

A

Apple menu > About This Mac

34
Q

On your Mac, how do you view a system report?

A

System Settings > General > About > System Report

You can also press and hold the Option key, then choose Apple menu > System Information to open the system report

35
Q

Where can you view Battery Health on your iPhone?

A

Settings > Battery > Battery Health

36
Q

What does it mean if iOS is unable to determine the device battery health?

A

This might be due to having an improperly installed battery or an unknown battery part

Apple Device Support 2024 (SUP-2024) (30 decks)

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