nCity Services

Macintosh Separation Anxiety (MSA).: We're here to find solutions, improve performance and lend support to all Mac users, especially those who reside within Nevada County. We are also sensitive to a unique condition which only affects the Macintosh platform: Mac Separation Anxiety. We operate quickly and efficiently to help alleviate any undue suffering caused by MSA, and we know that servicing the machine is only half the job; we'll get you back up and running, do our best to explain what went wrong, then suggest ways to prevent trouble in the future.

nCity services include obtaining and repairing most hardware components.: While nCity is not a retail business, we can easily obtain a vast assortment of parts and equipment on behalf of our clients as may be necessary to complete repairs, perform upgrades, and enhance capabilities. General information regarding our service policies and procedures may be found below; links in sidebar (left) provide more details about hardware related issues, repair procedures and examples.

Standard (initial) analysis (logic board, internal volumes, cards and devices):: A relatively quick, overall check of general hardware condition using a variety of tools and tests. Information is collected and system specifications are noted. If an OS is present (working machine), standard analysis includes appropriate software diagnostics. An estimate for repairs will be provided as soon as suspected problem (or range of problems) is isolated and identified.

Hardware tests: Collect system specifications. Test logic, RAM, video, power, PRAM, cables/connections, ports, internal drives/devices and connections. Test any external devices, upgrades and/or aftermarket hardware that may be involved, if indicated.
Accounts: Check security settings and permissions (we will need your passwords, which may easily be changed later if you wish). On older (pre-OSX systems) a virus scan is mandatory.
Diagnostics: Check formats, directory, OS (if present), file and volume fragmentation, capacities, structures, allocation. Record any damaged, missing or problem files encountered.

A given system's size, age and hardware/software configuration (use) dictates selection of tools, some of which can take a very long time. Surface scans, formatting, defragmenting - any one of these processes can take 8 hours or more to execute with precision (usually overnight). The larger the volume, the longer these processes take. Test results on completion are virtually guaranteed to find and fix a variety of minor errors, even on a flawless system. (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 volume recovery (below). Other hardware faults typically point to replacement of a subassembly or card (see Hardware issues, link in sidebar, left). 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 there's nothing we can do beyond dispensing bad news. For the vast majority of cases in between, a diagnosis and estimate for corrective measures is presented (following initial system analysis), 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.

nCity is strictly service oriented.: We operate on a time-and-materials basis. Replacement parts are treated as incidental to repair, and presented for reimbursement at cost. We may obtain hardware or software on behalf of our client, or assist the client's own procurement, but we only charge for services rendered.

Per incident: Hourly shop rate with 1 hour minimum, or (lower) daily rate for services that require over 4 billable hours. (Billable time excludes automated processes that do not require supervision.)
Onsite services: Network installations or large-scale operations may require onsite services within a predefined timeframe; aside from such projects for established clients, we no longer make house calls (as of 03/01/02).
Personal consulting/training: Hourly rates are available for individuals, up to 4 hours per day as required, with scheduled appointment.
Specialized Courses: nCity offers classes in a select few subjects (see course outlines in the Courses section of this site). Classes are small, and course fees are divided among attendees. User groups, corporate clients and local clubs are welcome.
Outsourcing: nCity maintains a roster of service providers and resources we recommend for situations that may go beyond in-house scope. These include PC support, web design, and other specialized areas of expertise that might be of benefit to our clients.

Why not put that retired Mac back to work?: Many older Macs are still powerful machines by anyone's standards (and real bargains, too). Some are perfectly suited to dedicated use in audio/video applications, home automation and security, keeping database records, or any other task you might assign to a computer. Sometimes it's just a matter of remembering - and finding - a certain older program version from the OS9 days, or maybe it requires an old serial port gizmo of some sort. We might be able to help you get the most out of your second-string Macs, too.

Need a replacement part or repair?: nCity is not in the retail business. We have no product line to peddle, no connection to any particular vendor, no hidden agenda, and we're not here to sell you anything. But, if there's a part required to complete a repair, we'll find it. Complete systems - assemblies, boards, cards, odds and ends, new or used - it's all available from a surprising variety of sources. We'll do our best to find what you need, from the best source, at the best price.

"You have a backup, right?": If you answered no, it's only a matter of time before you'll face that question for real. Work representing days, months, even years of effort can disappear in a flash. It happens. We might be able to recover your data, depending on what went wrong, but nothing beats a solid backup strategy. While you consider your options, take a look at Data Recovery (below) to see what happens without a backup, then visit the Technical section -> System Backup for suggestions.

Wish you could ______? Learn how.: nCity offers compact courses for newbies and 'noids alike. We can help you to understand today's computer technology and expand your horizons, upgrade from a PC to a Mac as quickly and painlessly as possible, tell you what you need to know to buy and sell on eBay, and we can help you avoid scams on the internet and identity theft via email. Take a look at our Course pages for classes offered and details.

Hardware upgrades.

Is a processor (CPU) upgrade really necessary, or will an Operating System (OS) update get the job done? Sometimes, OS and processor upgrades go hand-in-hand; an OS designed to run on dual, quad-layer multi-processors with a mega-wide bus might be wasting space on a lesser machine that can't take advantage of all those features. On the other hand, suffering with a long-outdated OS installed on a machine with processing power to spare is a waste of potential. Matching OS to CPU is not as clear-cut as it once was, but a little investigation will sort things out and present a variety of options.

Use nCity's Links page to shop around, gather as much information as you can using our list of Apple links and other resources (and Google, of course), and we will be happy to discuss various options and possibilities with you.

OS updates - versus - OS upgrades:

It's important to understand the difference between an Operating System update - usually a free download - and an OS upgrade. Apple currently designates OS versions thus:

MacOS 10.3.0 thru 10.3.9 (Also known as Panther)
MacOS 10.4.0 thru 10.4.11 (Also known as Tiger)
MacOS 10.5.0 thru 10.5.x (Also known as Leopard)

First number (10) indicates OSX, second number is a major System release or upgrade. The third number (x) indicates installed updates. For example, 10.4.3 may be updated to 10.4.5 or 10.4.11.

OS Updates are released periodically and may include new or enhanced System features, bug fixes, and/or security patches for a specific OS version. All Operating Systems should be kept current by downloading and installing OS updates as they become available. Run Software Update periodically (found in the Apple menu), or set it to automatically check for updates.

OS Upgrades, on the other hand, are _not_ available as downloads from the internet, nor are they free. For example, to upgrade from 10.3.x to 10.4.x requires the purchase of OS 10.4 on DVD from Apple, and a full System install or System upgrade. Any 10.4 updates that become available after installation may then be downloaded and installed (free). The same applies if upgrading from 10.4.x (Tiger) to 10.5 (Leopard).

NOTE: System updates are large (and numerous) because they often include updates for onboard Apple programs in addition to multiple OS updates. Downloading such files via dialup is nearly impossible; a broadband connection is necessary. If you are willing to bring your Mac to the shop, running Software Update over the MacShack's broadband network is one of the services we provide.

Application program selection:

Looking for a new graphics program, a replacement for Office, web authoring applications, point-of-sale (POS) program, or a new database solution? Wondering what others are using, or if there's some defacto standard? Does one company provide better support than another? How often do they release updates, and at what cost? All these questions come into play when selecting software, and making an informed decision can save a great deal of time and trouble in the long run.

The #1 software program of a given type isn't necessarily #1 because it's the best choice..... Selecting software often means a substantial investment of both time and money; I know, having wasted more than my share of both on programs that didn't live up to expectations, turned out to have a stupendous learning curve, or wound up costing more and more money over time with little or no return.

A lot of work goes into creating good software, but sometimes other aspects can crowd out quality as your first concern. Perhaps one critical detail will overshadow all other considerations and become the deciding factor. In my experience, about the _least_ dependable source of information comes from computer magazines offering subjective reviews and ratings for products from companies who also purchase advertising. We'll be happy to help you test-drive an application before buying, discuss competing products, and we'll see to it that you have explored options and avenues before making a commitment.

Is it time to upgrade your CPU?: If you need SATA, Optical Audio or the brand-new [insert acronym] ports, it's probably time for a new Mac. If you do large file transfers, audio/video editing, or have massive storage and access requirements, you want huge, fast and FireWire. If your needs are more modest, the expense of upgrading can be quite modest, too. We can help sort through all the technicalities and options, discuss alternatives and make suggestions, we can even suggest ways to save money without sacrificing quality or capability. How much storage will be enough, and for how long? How much memory? Which type of media is best suited for your purposes? Is speed a big factor or a minor concern? The number of choices can be overwhelming, as can the endless list of technical details. It's really not so much a mystery as it is a matter of balance; balancing need versus budget, present standards versus future developments.

Adding additional storage, new hardware and backup solutions:: Storage solutions range from adding internal drives (with available bays) or replacing internal drives with larger capacity models, to adding external FireWire, USB or SATA devices. Even ethernet drives are available, if necessary. We can add PCI cards, hubs, switches, multiple monitors, output devices and all sorts of add-on goodies, too. If you find you are collecting a large music, photo and/or video library, perhaps it's time to consider adding a dedicated storage drive to your system. There's no shortage of equipment options available, and we can help tailor a configuration to suit your needs.
: When it comes to designing a backup system, the most important aspects are ease-of-use (automation), reliability and security. If you primarily deal with text files and internet, backup options are the least exotic and most cost-effective. Hardware requirements for more complex and sophisticated backup operations can increase dramatically, as can planning, security and execution costs, especially when adding margins for future expansion. If you can bring yourself to apply a dollar amount to your data and work, you'll have some idea what a backup system is worth to you. In any case, we'll do whatever we can to help you put a secure and dependable backup system in place. (See "System Backup" in Technical section for more info.)

Enhancing system capabilities:: Whether it's a wireless network, audio/video recording and editing, or some other specialized project you have in mind, there are always countless options available and a whole lot of specs, details, choices and considerations ahead. nCity can help you navigate thru the technical details and recommend products and vendors, while keeping your budget in mind.

Misbehaving Macs.: Is your machine slowing down, producing error messages, or just acting strange? We can track down the problem, give your Mac a tuneup, and correct the situation. Disk fragmentation happens, files get corrupted, PRAM or PMU might need to be reset, hard disks fill up, ports get damaged, unprotected modems get fried, and sometimes components or subassemblies fail. More often than not, there will be some kind of warning before damage or data loss occurs; this might be a dialog box telling you your hard drive is almost full or some other problem needs to be addressed, or it might be a strange, new noise emanating from your computer. The sooner we get to it, the better.

Damage happens.

Ever wonder what a smashed LCD screen looks like? Well, here ya go (right). This display sat atop a G4 iMac Flat Panel when it got hit, and hit hard. (Just exactly what happened remains a mystery.)

Even with a demolished display, this Mac continued to function perfectly. Connecting an external display allowed complete diagnostics (a handy trick for dead displays), and a replacement display put it back in service, good as new. Most computer problems are a bit more subtle than this one was, but it's a good example of the Mac's durability; see "Damaged Goods" link (left) for other examples of Macs gone wild.

I could understand this on a PC.....
: Also see "Hardware Issues" link (left) for details regarding specs and other considerations when purchasing, maintaining and installing various types of hardware.


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. nCity policy (currently under review) is that we only accept payment for our efforts when successful. In cases of severe mechanical failure, clients may be referred to the legendary heroes at DriveSavers.

The process:: Be prepared for a few days of down time. Bare drives require installation into a compatible host machine, so leaving the CPU - only the CPU - at our shop is highly recommended.

Mechanical failure is the first determination. If the drive passes mechanical tests, data recovery can proceed, beginning with a complete analysis (as outlined at top of this page).
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 in the 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 may contain a virus. 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.

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