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Apple TV
KBase Article Numbers
Time Capsule Category
Fun
100
Customer calls and they are having an issue with ordering their book/calendar/pictures from iPhoto. Who supports this?
Who is, Print Services.
100
Restarting the Apple TV requires the remote, what is the combination to access this feature?
What is by pressing the menu and down button at the same time for 6 seconds.
100
AirPort Simultaneous Dual Band II (Extreme and Time Capsule): Kernel panic when connecting from a 10.4.11 PowerPC-based Mac
What is EM276
100
These are sizes for the Time Capsule?
What is 500,1TB, and 2TB
100
Who were the main actors (3) in the movie se7en?
Who is, Brad Pitt, Morgan Freeman, and Kevin Spacey.
200
Customer calls in because, their is no sound on coming from the iMac. Who supports this?
Who is, CPU.
200
How do you rent a movie with Apple TV?
What is To rent movies on your Apple TV Select Movies from the main Apple TV menu. Choose one of the following categories to begin finding movies: Top Movies Genres All HD Search Find a movie you would like to rent and press Play/Pause for more details. Select Rent or Rent HD. (Rent HD may not be available for all movies and movie rentals may not be available in all regions.) A confirmation message will appear. Click OK to continue.
200
Kbase article states, In rare cases, some users may experience an issue where a Time Capsule does not power on or may shut down soon after powering on.
What is TS3065
200
Name two ways to restore files from a time capsule backup
What is To restore from a System Migration (user account) (These steps are for a Mac that is already configured and part of your network.) Open the Migration Assistant (located in /Applications/Utilities). Click Continue. Enter an administrator name and password. Select "From a Time Machine backup or other disk." Highlight Time Capsule in the list named "Select the System to Transfer." Enter the user name and password of the backed-up account from which you want to transfer data. The account volumes will then be added to the "Select the System to Transfer" list. Select the volume you want to transfer. Click Continue to proceed. After Time Machine scans the volume, select the user account from which you want to transfer. Choose the Applications, files, and folders you would like to transfer. Click Continue to proceed. Choose the Network Settings, Time Zone, and Sharing Settings to transfer. Click Transfer to proceed. To restore an entire volume that was erased Using the Mac OS X 10.5 DVD, follow these steps: Start from the Mac OS X Leopard installation DVD. Choose Utilities > Restore System From Time Machine and click Continue to proceed. If you are connected to your Time Capsule via an Ethernet cable instead of wirelessly, skip to step 8. Under Select a Backup Volume click the Join button to join your wireless (Time Capsule) network. In the next sheet, enter your network name or click the Show Networks button to see a list of detected networks. Choose your wireless network and type the wireless network password, if needed, and click on OK to proceed. Click Join. Time Capsule appears as a Backup Volume. Select it, then click Continue to proceed. Enter the name and password used in your Time Machine preferences to log onto your Time Capsule. Click Connect to proceed. Restore your Time Machine backup to the erased volume following the onscreen instructions. Using a Mac OS X 10.5.2 or later DVD, follow these steps: Start from the Mac OS X Leopard installation DVD. Choose Utilities > Restore System From Backup and click Continue to proceed. If you are connected to your Time Capsule via an Ethernet cable instead of wirelessly, skip to step 5. Select your AirPort network from the AirPort menu item on the right side of the menu bar. Enter your wireless network password, if needed, and click on OK to proceed. Select the proper backup source from your list and click Connect to Remote Disk to proceed. Enter the name and password used in your Time Machine preferences to log onto your Time Capsule and click on Connect to proceed. Select the volume that you want to restore from and click on Continue to proceed. Choose the date of the backup you want to restore and click on Continue to proceed. Select the destination volume to which you want to restore. Please note this will replace data on the volume you selected. Time Machine will calculate the space needed. This may take awhile. Once this is completed, click on Restore to proceed. Click on Continue to start the restoration. Restoring an existing Time Capsule backup to a new Mac When your new Mac starts up for the first time, you are asked if you want to transfer information from another Mac or volume (in the "Do You Already Own a Mac?" window). Click "From a Time Machine backup or other disk." Click Continue. If you are connected to your Time Capsule via an Ethernet cable instead of wirelessly, skip to step 9. Under Select a Backup Volume click the Join button to join your wireless (Time Capsule) network. In the next sheet, enter your network name or click the Show Networks button to see a list of detected networks. Click your wireless network and type the password. Click Join. Time Capsule appears as a Backup Volume. Select it, then click Continue to proceed. Enter the password for your Time Capsule. Click Connect to proceed. Your Mac will check the Time Machine backup for a period of time. The "Transfer Your Information" window appears. Select the desired accounts, network and other settings, Applications folders, Files, and folders that you want to restore. Click Transfer. You can monitor the progress of the transfer in the Transferring Information window.
200
What year did the Wizard of OZ come out?
When is, 1939.
300
Customer calls in because their Time Machine is not backing up. The customer is using a external hard drive, connected to the Airport Extreme. Who supports this?
Who is, no one. Apple does not support Time Machine backing up to an external drive plugged into an Airport base station or Time Capsule
300
Customer calls in and states that their Apple TV does not show in the iTunes on the computer. What are the Trouble shooting steps that you should take?
What is Resolution First steps Verify that you have the latest version of iTunes installed. Verify that you have the latest version of Apple TV software installed. If you're using Mac OS X v10.6 (Snow Leopard), make sure that you have Bonjour Update 2010-001 or later installed. (You need to restart the computer after installing this update for it to take effect.) Verify Apple TV is powered and properly connected to your television and you can navigate the Apple TV interface. Verify Apple TV is properly connected to your network and the network is properly configured. When configuring Apple TV, if you do not see your wireless network, exit the selection screen by pressing the Menu button then go back in and the software will rescan. You can't stream and sync from different computers at the same time. If you have configured Apple TV to stream from another iTunes library, Apple TV won't be available in iTunes. Go to the Sources menu on Apple TV and select the computer you're trying to sync from. Tips Verify network connectivity on Apple TV by playing a movie trailer in Movies > Trailers. Verify that the computer you are using can access the iTunes Store. If you're using Apple TV in a school or office environment, make sure Apple TV is on the same network segment as your computer (check with your network administrator) or else iTunes won't see Apple TV. For more information on how to properly set up your Apple TV, see the Apple TV Users Guide. If Apple TV still doesn't appear in the iTunes source list (below Devices) after you verify the above items, try these eight steps. After attempting each steps, check iTunes to see if Apple TV appears in the source list. When Apple TV appears in the iTunes source list, you can stop troubleshooting and continue configuring Apple TV. Restart iTunes (Quit or Exit and then reopen iTunes). If that doesn't address the issue, then: Reconnect Apple TV to iTunes If that doesn't address the issue, then: Reset If that doesn't address the issue, then: Restart your computer. If that doesn't address the issue, then: Rejoin network (wireless) and/or Restart your network router If that doesn't address the issue, then: Reinstall iTunes If that doesn't address the issue, then: If you have Mac OS X 10.5 (Leopard), read this article for information on configuring Firewall. For Mac OS X 10.4 and earlier, make sure UDP port 5353 (Bonjour) is open on your firewall. If you use Windows Firewall, follow these steps. Otherwise, if you use other firewall software or hardware, check the software documentation on how to open UDP port 5353. If that doesn't address the issue, then: If you use Windows, try disabling services and startup items that may be conflicting.
300
Kbase article states, This article answers frequently asked questions about resetting your AirPort Base Station or Time Capsule. It includes the steps you will need to reset your specific AirPort Base Station or Time Capsule.
What is HT3728
300
These are the steps to take for trouble shooting a printer not printing from Time Capsule/Airport base station
What is Disconnect and reconnect Disconnect the AirPort Base Station or Time Capsule from a power outlet, and turn off the printer. Be sure the USB cable from the printer is connected to the AirPort Base Station or Time Capsule. Turn on the printer. Reconnect the AirPort Base Station or Time Capsule to a power outlet. Try to print. Check for software updates Be sure that you have the most recent Mac OS X software updates and the latest firmware for your AirPort product. Then, try to print. Check AirPort Utility Open the AirPort Utility (located in the /Applications/Utilities folder). Select your AirPort Base Station or Time Capsule. Click "Manual Setup" to proceed. Enter the Airport Base Station or Time Capsule password if needed. Click "Printers" in the menu bar. Make sure AirPort Base Station or Time Capsule recognizes your connected printer. Try to print. Check your printer driver Check the website of the printer's manufacturer for later driver versions. Reset Printing System Use these steps only if the above steps do not help. Open Print & Fax preferences in System Preferences. Control-click or right-click in the Printers box on the left and choose "Reset printing system..." Click OK. Click the "+" button to add your printer again. Try to print.
300
What are the Aliens in the movie District 9 called?
What are, Prawns.
400
Customer calls in about not being able to import photos. Who supports this?
Who is, iApps.
400
Customer calls in and has a white screen when playing back the purchased or rented video. How do you resolve this?
What is Resolution Please update to the latest Apple TV software. If you've already installed the latest software, try the following steps. 1. With your television still on, restart the Apple TV by disconnecting the power cable from the back of the Apple TV. 2. Wait thirty seconds, then reconnect the power cable to the Apple TV. Note: If you've got any components connected to your Apple TV via HDMI, such as an audio receiver and or a TV, make sure that they are turned on while restarting the Apple TV.
400
Kbase article, How to mount an AirPort Extreme USB hard disk volume in Mac OS X and Windows
What is HT1331
400
These are the symptoms, After updating a Time Capsule or AirPort Extreme's firmware, the Time Capsule or AirPort Extreme's internal drive and any external, shared USB disks may no longer accessible from some Windows-based computers. You may receive an error message such as "Z:\ is not accessible" when trying to access the shared storage. How do you resolve this issue
What is To resolve the issue, restart the Windows-based computer. Once you have restarted, you should be able to access the shared storage of your Time Capsule or AirPort Extreme.
400
What was Quentin Tarantino's first film(director), and when was it made?
What is Reservoir Dogs and 1992.
500
Customer calls in wanting to purchase a new Macbook Pro with an external display. Whos should take this call?
Who is, YOU!!!! you should always take this call and sell the customer a new product!!!
500
You may get a customer who has windows, and needs to change the ports in their firewall. What is the TCP port number?
What is TCP 3689 UDP
500
Kbase article title, Mac OS X 10.5: Using Time Machine and troubleshooting Time Machine issues
What is HT1770
500
Back to my Mac, is not working, what should be the VERY first step to try and resolve this issue?
What is Resolution Verify that your AirPort device has an active Internet connection Test your Internet connection from a Mac that is connected to the AirPort base station or Time Capsule's local area network, to ensure it has an active Internet connection.
500
What movie is this quote from, and what was the characters name, who played the character? "I have nipples, Greg. Could you milk me?"
What is, - JACK BYRNES (Robert DeNiro) in Meet the Parents (2000)