Mac OS X Help Desk Essentials


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This book is based upon material provided to students attending Mac OS X
Help Desk Essentials, a three-day, hands-on course that provides an intense
and in-depth exploration of troubleshooting Mac OS X. For purposes of
consistency, we have maintained the basic structure of the course material,
though you may complete it at your own pace.
Lessons 1 through 4 focus on setting up, configuring, and troubleshooting a
standalone Mac OS X computer:
b Mac OS X installation
b Users and permissions
b File system
b Application environments
Lessons 5 through 8 deal with configuring Mac OS X to work in a networked
environment. You will troubleshoot issues involving network
services, such as file and Web servers, and configure Mac OS X to provide
network services:
Command-line interface
b Network configuration and troubleshooting
Accessing network services
File and Internet sharing
Lessons 9 and 10 introduce you to the support in Mac OS X for attaching
hardware devices and printing:
b Printing
Lesson 11 focuses on the technical details of how Mac OS X starts up,
and Lesson 12 explains how to implement Apple’s General Troubleshooting

Flowchart to correctly identify and fix machines that have unknown software
b Startup sequence
b Troubleshooting
In an effort to be informative but not overwhelming, we have included several
supplementary appendices. They may be valuable to you, though they are not
considered essential or required for the course.
Lesson Structure
Each lesson in this book begins with an opening page that lists the goals for
the lesson and an estimate of the time needed to complete the lesson.
The explanatory material is augmented with hands-on exercises essential to
developing your skills. For the most part, all you need to complete the exercises
is a Macintosh computer running Mac OS X 10.3. If you lack the equipment
necessary to complete a given exercise, you are still encouraged to read the stepby-step
instructions and examine the screen shots to understand the procedures

Contents at a Glance

  • Introduction
  • Lesson I Installation
  • Lesson 2 Users and Permissions
  • Lesson 3 Filesystems
  • Lesson 4 Application Environments
  • Lesson 5 Command-Line Interface
  • Lesson 6 Networking Configuration and Troubleshooting
  • Lesson 7 Accessing Network Services
  • Lesson 8 File and Internet Sharing
  • Lesson 9 Peripherals
  • Lesson 10 Printing
  • Lesson 11 Startupsequence
  • Lesson 12 Troubleshooting
  • Appendix A Apple General Troubleshooting Flowchart
  • Appendix B Networking Technologies
  • Appendix C Startup Sequence Processes

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