Initial tests and extended analysis:
A relatively quick, overall check of general condition using a variety of tools and tests. We look at logic board, drives, ports, operation, OS and settings. Information is collected and system specifications are noted. If an OS is present (working machine), further analysis includes appropriate software diagnostics. An estimate for repairs will be provided as soon as any specific issue is isolated and identified.
  • Extended tests: Collect hardware specifications. Test logic, RAM, video, power, PRAM, cables/connections, ports, all available drives, devices and connections. Test external devices as required, install/test upgrades and verify data structures, if indicated.
  • Accounts: Check security settings and permissions. We will need your passwords (or your presence) in most cases. Certain scans and processes may be required; see nCity's privacy policy on our Home page.
  • Diagnostics: Check formats, directory, OS (if present), file and volume status, capacities, allocation. Record any errors encountered.
A given system's size, age and hardware/software configuration (its use) dictates selection of tools, some of which can take a very long time. Surface scans, formatting, optimizing - any one of these processes can take many hours to execute with precision (often run overnight). The larger the volume, the longer these processes may take. Test results and diagnostics are virtually guaranteed to find and fix a variety of minor errors (only the second run can produce a "clean" test). Any serious irregularities should be quite apparent. Regular maintenance is always a good idea, and an occasional checkup doesn't hurt.

 Specific diagnostics:
This entails a more focused look at errors unearthed and/or problems presented. In the event of a failed hard drive, a replacement should be configured and installed, and the process may move to data recovery (below). Other hardware faults typically point to replacement of a sub-assembly or card. Operational (software) errors and issues are a far more common complaint than hardware failures and comprise the bulk of analysis and test activity.
Problems, of course, range from temporary to terminal; we try to be more than reasonable in both extremes where a quick adjustment is all that's needed, or in the case of hardware failure when all we can do is dispense bad news. For the vast majority of cases in between, a diagnosis and estimate for corrective measures is presented (following initial system exam), and options are suggested for client's consideration before proceeding. Policies regarding data recovery and privacy are posted, and we do ask that clients read and understand this information as it pertains to the problem at hand.







Physical damage, mechanical failure:
Attempting to rescue information from a crashed or damaged drive can be a long and complicated endeavor, and there are no guarantees when trying to recover data. We will try every avenue at our disposal, but we do not work for free; attempting data recovery comes with a price tag whether the attempt is successful or not. Prior to attempting recovery, we have no idea if a block of data contains useful files or corrupt gibberish, but the attempt takes just as long in either case. When severe mechanical failure is the cause of a drive failure, diagnosis is usually quick and clients may be referred to the legendary heroes at DriveSavers with a special discount provided for nCity customers.

 The process:
Be prepared for some down time. Bare drives may require installation into a compatible host machine or bridgeboard, so bringing your computer to our shop is highly recommended (leave all cables and peripherals at home). This also allows us to eliminate computer issues that might mimic a drive failure.
  • Mechanical failure is the first determination. If the drive passes mechanical tests, data recovery can proceed, beginning with a quick analysis (as outlined above).
  • A secondary storage volume is required, usually a replacement hard drive of similar or greater capacity. We can help you find a suitable drive and install it for you, or possibly make other arrangements depending on the quantity of target data.
  • In extreme situations, we may be forced to ignore OS and commercial application software and only target irreplaceable (unique) files. Otherwise, a batch copy of entire volume to a replacement drive is the preferred method.
  • A signed, written agreement is required prior to attempting volume recovery. This agreement explains the process in greater detail and - basically - absolves nCity of any knowledge of, or responsibility for, whatever data may or may not be present or recovered from client volume.
Possible outcome:
Despite having complete confidence in the quality of tools at our disposal, there are so many variables that data recovery must be dealt with on a case-by-case basis. Because we have no knowledge of the subject drive or device (beyond the fact that it isn't working), our only approach is to treat it accordingly and make no assumptions as to its current or prior condition, and no assumptions regarding viability of its contents. It might have a damaged or overwritten directory. It could be so severely fragmented that its remaining X% of free space has no two contiguous blocks. Or, we may never be able to identify the exact cause of failure. I've seen drives with huge blocks of data (identified by software as a "partition") that turned out to contain only a massive quantity of zeros; nothing to recover here, even though the drive showed 50% capacity. Because of these and other factors, predicting the _viability_ of whatever data may be recovered is impossible.

Volume contents:
The goal is to move all data between volumes in one operation (known as a batch copy). We're not concerned with individual files or what they may contain, only that the volume's entire contents gets to where it belongs and remains reasonably intact. The number of files, file size or condition may cause difficulties, and the names of some files may appear during virus scans, batch copies, file tests and such, but even these are treated as containers without regard for content. It is in the best interest of all parties involved that the actual contents of a volume (and the individual files it may contain) is neither viewed nor discussed beyond the most general of terms. Please read nCity's Privacy Policy regarding volume content (located on our Home page).






Blinking question mark on startup:
This usually means the Operating System cannot be found, and causes range from simple to severe. If you've ignored repeated warnings that your "startup disk is almost full" (or turned off the warning), you've run out of storage space and it's too late now for any easy fix. If it happened suddenly, out of the blue, it may indicate a hardware failure or it might've been caused by OS damage/corruption. Either way, data recovery may be required and it's time to bring it in for analysis - especially if you have no backup. You _do_ have a proper, complete backup, right?

Blank screen on startup or wake from sleep.
Workarounds include turning off Energy Saver in System Preferences; manually selecting sleep then waking machine a few times (closing and opening laptops will work, too); press power button to produce shutdown dialog box, then cancel shutdown; and, checking your screen resolution in System Preferences -> Displays pane. If this problem is persistent, there may be some sort of software conflict going on, something running in the background, or it could be hardware related.

Kernel Panics.
These may be related to a specific application or utility program, a corrupt Operating System file, or they may be symptomatic of a hardware issue. It other words, a KP is vague enough that it could be caused by most anything. You'll know a KP by its black dialog box saying you need to restart, repeated in four languages. If a restart doesn't solve the problem, we'll do our best to track down the cause.

Boot to command-line prompt:
Machine's PRAM probably needs to be reset. Shutdown machine by holding power button down for five seconds until it goes off. Wait a few seconds, press power button to startup, then _immediately_ press and hold the key combination Command+Option+P+R until you hear two startup tones, then release keys; your machine should restart normally. If not, you may need to bring it in for service.

Lots of spinning beachballs, slow ops.
This cursor has a legitimate purpose, indicating the OS is busy processing some command, but when you see it too often or for too long it can mean trouble. It may be a sign of insufficient RAM, a full or malfunctioning hard drive, a bus error or a variety of other things, really. Long, time-consuming software operations are usually displayed as a progress bar, but we've seen some cheesy software lately. If it only happens in relation to a particular program, blame the program.

 Abnormal Startup tones.
If you hear a series of beeps on startup, it usually means one or more RAM DIMMs may be loose, failed or out of spec. Remove any third-party RAM and try restarting. If all installed RAM is original equipment, try removing one DIMM at a time between restarts until failed RAM is identified.

Machine refuses to boot from OS DVD, or OS installation fails.
System disk may be defective or wrong type, keyboard might not be working/connected, or optical drive may be at fault. See if the disk appears as an option in the Startup Disk control panel (System Prefs). Sometimes a CD/DVD can be repaired, so if the disk in question is a known-good OS disk - or at least it used to be - it might be worth taking to a video store to be polished.

One giveaway symptom of a corrupt/defective disc is if CD/DVD's installer program has a generic "dog-eared page" icon. Another check is to boot from any available System, then open the suspect disc's window; an alias should appear named "Install OSX." Select the installer alias and choose "Show Original" from File Menu; if this results in a disk error message, the System CD/DVD is kaput.