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General discussion

New Powerbook G4 Issues

Dec 23, 2005 8:23AM PST

Hi there, I recently purchased a brand new Powerbook G4 15" 1.67GHz from Apple and have had no probelms for a good few weeks. However, the Powerbook seems to be incresingly turning itself off whenever it feels like it. Then when it is turned back on the clock has reset to 1979 (I think)!!

Any ideas what this problem may be, or how it can be resolved, or even why it is suddenly happening?!

Before anyone asks, the battery has plenty of charge left and there are no obvious reasons for the computer turning off.
Last night I was perusing the internet when the unit just switched itself off very suddenly for no apparent reason whatsoever. As usual I turned it on to be confronted with a wanring stating that the clock was set to a time before the year 2001.

Then earlier I was downloading music from the internet so dimmed the screen until it turned off, leaving the computer on to continue downloading... two minutes later I went to turn the screen back on, only to find that the unit had already magically turned itself off again... the same time issue accosted me as the computer was turned back on.
I tried clicking the mouse and hitting keys, but the unit was definitely off and not sleeping. Battery was again fine, infact almost totally full and being used now still to type this message over an hour later.

Many thanks in advance for your help.

Discussion is locked

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Bad battery
Dec 23, 2005 10:13AM PST

but not the main one.
This one is the reserve/backup battery which takes care of the PRAM which controls the Date, Time and a bunch of other settings.
Your next move now is to contact Apple to establish a case number and a date.
Without the battery functioning correctly, the machine will do strange things and, after a while when it is so discharged that it cannot be charged up again, the machine will not boot. Once again, this is NOT the main battery but the reserve one.

Hope you resolve this with Apple

P

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Thanks
Dec 24, 2005 2:43AM PST

Oh right Sad Well that was quick considering I've not had it very long!!

Thanks alot for your help, its a nightmare trying to get any help from Apple themselves... I can't even find an email address for support on their website, and finding a phone number was difficult enough. Exactly whom would it be best to contact about this? Would they be able to fix it in an Apple genius bar?

Once again, many thanks for your promt answer! Happy

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Something odd going on here.
Dec 24, 2005 2:48AM PST

Why not talk to who sold you this machine? Was it some Ehay sale or from the tailgate vendor?

Apple's service is top notch every time I've had to use it.

Bob

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Cheeky Git
Dec 24, 2005 9:00PM PST

No thanks, purchased perfectly legally by myself, but via an insurance company as an upgrade after my previous Toshiba laptop met its demise.

But thanks for implying that I buy knocked off goods... Happy

Yes the laptop is under warranty, I checked on Apple's site with the serial number, plenty of time left, only there aren't any shops nearby to take it into. The only one nearby is a tiny shop without a Genuis bar, so I think I'll try out the number suggested above, many thanks! Happy

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Best of luck.
Dec 24, 2005 9:36PM PST

In view of what information was supplied, I had to use my imagination as to why you were having such trouble.

Bob

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Try 1-800-SOS-APPL
Dec 24, 2005 4:26AM PST

That should put you in the correct place, assuming this thing is still under warranty.
Unfortunately, places like MacMall, CDW, etc. have been instructed by Apple NOT to take care of anything other than a DOA machine.
Everything else should be covered by the Apple initial warranty.


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Thanks
Dec 24, 2005 9:02PM PST

Thanks again for that, however I'm in the UK, hence the lack of decent Apple shops Sad any ideas what the best number would be for the UK? It seems that trying to find any correspondence details on Apple's website is nigh on impossible.

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Support
Dec 24, 2005 10:23PM PST

0800 039 1515

or

This from the UK Apple site

Technical Support Options
To get technical support over the phone, please call 0870 876 0753 (UK) or 1850 946 191 (Ireland). Lines are open Monday-Friday 0800-1945 and Saturday 1000-1745. If your product is within its 90-day complimentary support period or covered by an AppleCare Protection Plan, you will not have to pay for the support. Otherwise, you may purchase per-incident support for

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Brilliant!
Dec 25, 2005 1:24AM PST

Excellent! Many thanks for your help, will let you knowhow I get on-laptops been on all day converting videos for new video ipod without any problems, so hopefully will be okay until Apple open back up after the holidays.

Many thanks for all your help, its greatly appreciated.

Hope you have a happy Christmas!! Happy

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Apple contact
Jan 3, 2006 10:30PM PST

Well I rang Apple the other day and they told me to reset the eprom (turn the computer off, hold alt, apple, p and r I think, then turn the computer on with these held down-not the easiest task!!).

I wasn't convinced that this would do the trick, but so far the computer hasnt turned itself off, although it hadn't turned itself off for about a week prior to the morning of my phonecall anyway, so I can't be sure that its fixed.

I was also given about 4 or 5 more website links etc incase the problem persisted... ofcourse, all of which are useless if the problem is a hardware failure...

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That was PRAM
Jan 4, 2006 2:35AM PST

and it may work.
You're right about the websites being useless if you are not able to boot the machine.
Rather like the phone company telling you to call them when the phone doesn't work

Good Luck

HNY

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Suprise suprise
Jan 10, 2006 6:06PM PST

Unsuprisingly the PRAM reset didn't work... well I say it didn't work, I left my computer on downloading the other night, running from the battery. Obviously, when the battery ran out it shut itself off... now I'd imagine that it should just go into sleep mode, then assuming that it runs out of power in sleep mode it should just turn itself off, then run normally when switched back on.

However when I switched the computer on in the morning (plugged back into the mains) the usual warning came up telling me that my coputer clock was set to a date prior to 2001. (Back to 1979 in fact!)

Anyway, I rang Apple again, ran the test CD that I got with the mac which ofcourse said that all the hardware is fine. I also rang the nearest Apple shop and they said that they only fix hardware problems under warrantee. If the problem turns out to be software related then I get left with the bill!!
Plus, to add insult to injury, there is a massive backlog of warrantee repairs... typical.

So how sure are you that this problem would be the backup battery, as the local Apple shop seems to be under the impression that my laptop wouldn't have an internal battery, and that they havn't for several years... which strikes me as rediculous, because I don't see how a computer could keep track of the time without an internal battery!!

Please help!!

Many thanks!!

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Laptop Woes
Jan 11, 2006 3:27AM PST

I'm going to check on the reserve battery thing again but this is not a battery like the regular desktop machines use. I'll recheck the manual.

Once you leave the machine running on battery, why?one must ask, and the power reaches a certain level, the machine will go to sleep. At this point there is no HD or processor activity and the settings are being maintained by the big battery. There "should" be enough juice in there to continue the sleep for a considerable number of hours. At the end of that time, the reserve battery kicks in for a very short period and then the machine dies. So, this could also be a PMU (Power Management Module) problem and it may need to be reset. Check the book of rules for this procedure. It is either a button on the back of the machine or it involves holding down the fn key and a couple of others.
Let us know

P

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Hmm
Jan 11, 2006 6:15PM PST

Well I often try to cycle the battery rather than continually run it from the power, as I'd like to keep my battery as healthy as possible, and I've been told that always running the laptop from the mains is not good for the battery. But then again some people also say that when the battery is full charged and the mains plugged in, the power bypasses the battery, although I think on both occasions it has been more guesswork than factual information, so I'm just doing what I think is best for the battery.

My work laptop has a battery life of about 5 minutes maximum, because it is always plugged in at work. I used to cycle the battery on it until the IT dept told me not to bother and low and behold, the battery is not kaput! However the work laptop is a hunk of IBM ****, so may be different power-wise...?

Will do a PMU reset at the weekend when I'm back home and have the manual.

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You're working far too hard.
Jan 11, 2006 10:10PM PST

It's a warranty issue. You can sidestep the software issue by reloading the OS.

Of course I've run into a few that try for months where I've learned to pull the plug early.

Bob

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Problems
Jan 11, 2006 9:00PM PST

Ok, Does your laptop have Firewire 800 or is it some other flavor of PB?

Here in the states, ALL PowerBook repairs are carried out by Apple at an Apple facility some where in Memphis or Dallas. Apple Service providers do not service them. I have no idea what the procedure is in your neck of the woods though.
Once Apple agree to fix it, then send you a box for the PB, you send it back, they fix it and you get it back. Usually takes about 3 working days.
You need to keep on at Apple about this problem. You should have a case number. If you do not, then call them, report the symptoms again and ask for a case number. As long as you have one of these, it makes no difference if the warranty runs out or not. This was a problem that existed before the warranty expired and you can prove it. Do not tell them that the problem has been fixed or the case will be closed.
Ask Apple, not your local store, what their repair policy is for PowerBooks.
Every Apple manual I have for the G4 laptops, shows there being a backup[/reserve battery in the thing. If there wasn't, you would not be able to swap batteries while the machine was on, and that is something that you can do with those.

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Aha
Jan 12, 2006 12:27AM PST

I'm pretty sure it has firewire 800, it has a firewire port of some variety, I'm just not exactly sure of the number as I never use it!
Its just a normal powerbook though, not a funny UK flavour!

I think I'll give apple another shout this weekend, though I can't imagine it taking only 3 working days over here!!

I don't really want to go re-loading the OS as that would wipe everything I have on the powerbook and also any settings wouldnt it? Plus, at a guess, I don't think its software, though obviously want to be sure if I'm going to get charged for anything other than hardware problems!

Many thanks!

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Good thinking
Jan 12, 2006 1:05AM PST

However, you might want to try an Archive and Install which will keep all your data and settings intact and reapply them to the system on completion of the install.
You need a Bona Fide installer disk, I don't think the Restore disks will do, to be able to do this

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Re. Good thinking
Jan 12, 2006 5:19PM PST

Ah right, any ideas where I could get this disk?!

Seems an awful lot of work considering that its under warrantee. IMO they should fix the problem whether its software or hardware related. Afterall, both the software and hardware are Apple products...

What I said about the cycling of the battery, is this the best idea, or does the circuit to the battery switch over once its full charged so that the laptop is running straight off of the mains and not passing through the battery?

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Battery
Jan 12, 2006 8:42PM PST

Apple recommend that every month or so, you run the machine into the ground to drain the battery completely. Then recharge it back up.
Other than that, bear in mind that all rechargeable batteries have a finite number of times that they can be recharged. Constantly running the battery down and recharging is eating into the allowance. Once charged, the battery is bypassed by the charging circuit.

Take a look at the Restore disks, there "may" be an option to Archive and Install on them. If not, you will have to buy the OS Installation DVD.
Granted that both hardware and software are Apple products but they have no control over what other pieces of software you install on the machine. Keep plugging at them and try to get past the first layer of "cue card" readers and get to someone who can make a decision. You have to be insistent.
BTW, the Firewire 800 port is quite large. Firewire 400 looks something like a church door. Kinda rounded at the top.

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