Lesson Objective

Become comfortable with the macOS desktop, Dock, menu bar, Finder, Spotlight, Control Center, Notification Center, and System Settings.

1. Identify the Main Interface Areas

1. Sign in to the Mac.
2. Locate the menu bar at the top of the screen. The left side changes based on the active app; the right side contains status controls such as Wi-Fi, sound, battery, and Control Center.
3. Locate the Dock, normally at the bottom of the screen.
4. Click the Finder icon in the Dock to open a file-management window.
5. Click the Apple menu  and review commands such as About This Mac, System Settings, Sleep, Restart, Shut Down, and Log Out.

2. Open System Settings

1. Choose Apple menu  → System Settings.
2. Use the sidebar to review categories such as Wi-Fi, Bluetooth, Network, Notifications, Sound, Displays, General, Appearance, Accessibility, Control Center, Desktop & Dock, Privacy & Security, Users & Groups, and more.
3. Use the search field at the top of System Settings if you cannot find a setting.

3. Use Spotlight Search

1. Press Command-Space.
2. Type part of an application, document, setting, or calculation.
3. Select the result with the arrow keys or pointer.
4. Press Return to open it.

4. Practice Tasks

• Open Finder.
• Open System Settings.
• Use Spotlight to launch Calculator.
• Move an app icon in the Dock.
• Open Control Center and adjust sound volume.

Validation

You should be able to move between Finder, System Settings, and applications without relying on memorized icon locations.

Knowledge Check

What keyboard shortcut opens Spotlight? | Command-Space | Command-P | Option-Tab | Control-Space | 1
Which app is the primary macOS file manager? | Finder | Preview | Safari | Console | 1
Where are most operating-system settings located? | System Settings | Trash | Launchpad only | TextEdit | 1

Lesson Objective

Create, organize, copy, move, rename, search, compress, restore, and delete files and folders safely with Finder.

1. Understand Common Finder Locations

Typical sidebar locations include Recents, Applications, Desktop, Documents, Downloads, iCloud Drive, connected disks, and network locations. Availability varies by configuration.

2. Create a Folder

1. Open Finder.
2. Navigate to the location where the folder should be created.
3. Choose File → New Folder or press Shift-Command-N.
4. Type a descriptive name.
5. Press Return.

3. Rename a File or Folder

1. Select the item once.
2. Press Return.
3. Edit the name.
4. Press Return again.

Normal result: The item keeps the same contents and location; only its name changes.

4. Copy and Move Items

1. Select one or more items.
2. Press Command-C to copy.
3. Open the destination folder.
4. Press Command-V to paste a copy.

To move files with drag-and-drop, drag them to another folder on the same disk. When moving between different disks, macOS commonly copies rather than moves; verify the result before deleting the source.

5. Multi-Select Items

• Command-click individual items to select nonadjacent files.
• Shift-click to select a range in list view.
• Command-A selects all items in the current view.

6. Use Finder Views

Use the View menu or toolbar to switch among Icon, List, Column, and Gallery views. List view is especially useful for technicians because it can show size, date modified, and kind.

7. Search for Files

1. Open Finder.
2. Use the search field in the upper-right corner.
3. Type part of a filename or content term.
4. Choose whether to search This Mac or the current folder.
5. Use the + button under the toolbar to add filters such as Kind, Date, or Name.

8. Compress Files Into a ZIP

1. Select the file(s) or folder(s).
2. Control-click or right-click.
3. Choose Compress.
4. Verify that a .zip archive appears.

9. Delete and Restore

1. Select an item.
2. Press Command-Delete or drag it to Trash.
3. To restore before emptying Trash, open Trash, select the item, and choose Put Back.
4. Only empty Trash after verifying no needed data remains.

Technician Warning

Do not use Empty Trash as a cleanup shortcut until required user data has been verified. Deletion may become difficult or impossible to reverse.

Practice Tasks

1. Create a folder named CK Training.
2. Create subfolders Documents, Images, and Archive.
3. Copy three sample files into Documents.
4. Rename one file.
5. Compress Documents into a ZIP.
6. Move one item to Trash and restore it with Put Back.

Knowledge Check

Which shortcut creates a new folder? | Shift-Command-N | Command-P | Control-N | Option-N | 1
What should you verify before emptying Trash? | No needed data remains | Wi-Fi is on | Finder is closed | The Mac is charging | 1
Which Finder view is especially useful for comparing file details? | List | Full Screen | Slideshow | Reader | 1

Lesson Objective

Inspect file metadata, control filename extensions, use tags, understand basic permissions, and reveal hidden files when appropriate.

1. Get Info

1. Select a file or folder.
2. Press Command-I or choose File → Get Info.
3. Review Kind, Size, Where, Created, Modified, Sharing & Permissions, and other available fields.

2. Show Filename Extensions

1. Open Finder.
2. Choose Finder → Settings.
3. Open Advanced.
4. Enable Show all filename extensions when you need to identify file types precisely.

Technician benefit: Seeing .dmg, .pkg, .app, .zip, .pdf, .jpg and other extensions reduces ambiguity.

3. Use Finder Tags

1. Select an item.
2. Control-click and choose a tag, or use the Tags button in Finder.
3. Use tags for temporary workflow labels such as To Review, Backup Verified, or Client Data.

4. Basic Permissions

1. Open Get Info for a file or folder.
2. Expand Sharing & Permissions.
3. Review entries and privileges such as Read & Write or Read only.
4. Do not change permissions unless you understand why access is failing and have authorization.

5. Show Hidden Files Temporarily

1. Open a Finder window.
2. Press Command-Shift-. (period).
3. Hidden items become visible, usually appearing dimmed.
4. Press the same shortcut again to hide them.

Caution: Hidden items often include system or application support data. Visibility is not permission to delete.

Practice Tasks

• Inspect a file with Get Info.
• Enable filename extensions and identify a .dmg or .zip file.
• Tag a sample file.
• Show hidden files, observe them, then hide them again.

Knowledge Check

What opens Get Info for a selected item? | Command-I | Command-R | Option-I | Control-G | 1
What shortcut toggles hidden files in Finder? | Command-Shift-period | Command-H | Option-Delete | Command-E | 1
Why should permissions changes be deliberate? | Incorrect changes can cause access and security problems | They always speed up the Mac | They update apps | They improve Wi-Fi | 1

Lesson Objective

Understand disks, containers, APFS volumes, partitions, file systems, capacity, free space, and the difference between internal and external storage.

1. Physical Disk vs. Logical Storage

A physical SSD or hard drive can contain partition structures and logical volumes. On modern Macs, APFS commonly uses containers that can hold multiple volumes sharing available space.

2. Common File Systems

• APFS: Modern Apple file system used by current macOS installations and many Mac-formatted drives.
• Mac OS Extended (Journaled): Older Apple file system still encountered on legacy or special-purpose disks.
• exFAT: Often useful for external drives that must be writable by both macOS and Windows.
• FAT32/MS-DOS (FAT): Broadly compatible but limited, including a 4 GB maximum individual file size.
• NTFS: Common Windows file system; macOS can normally read NTFS volumes but native write support is limited without additional software.

3. Check Storage Usage

1. Choose Apple menu  → System Settings → General → Storage.
2. Wait for categories to populate.
3. Review available storage and large categories.
4. Do not delete files solely because a category is large; identify what the data is first.

4. Use Finder to Inspect a Disk

1. Open Finder.
2. Select the disk in the sidebar.
3. Press Command-I.
4. Review Capacity, Available, and Used values.

Decision Point: Which Format Should I Use?

• Mac-only modern storage: typically APFS.
• Cross-platform Mac/Windows removable storage: often exFAT.
• Legacy requirements: use the format specifically required by that system or device.

Knowledge Check

Which file system is commonly used by current macOS installations? | APFS | FAT12 | ReFS | ext2 | 1
Which format is often a practical choice for a drive shared between Mac and Windows? | exFAT | APFS only | HFS only | UFS | 1
What does an APFS container allow? | Multiple APFS volumes can share container space | It disables encryption | It converts Wi-Fi | It replaces Time Machine | 1

Lesson Objective

Use Disk Utility safely to inspect storage, run First Aid, erase removable media, select schemes and formats, and understand partitioning risks.

Critical Warning

Erasing or repartitioning a disk can permanently destroy data. Before destructive work, verify authorization, backups, backup integrity, and the exact physical disk.

1. Open Disk Utility

1. Press Command-Space.
2. Type Disk Utility.
3. Press Return.
4. Choose View → Show All Devices so physical disks and their child containers/volumes are visible.

2. Identify the Correct Disk

1. Read the device name, capacity, connection type, and hierarchy.
2. Compare the capacity with the physical device you intend to work on.
3. If multiple similar drives are attached and identification is uncertain, stop. Disconnect unnecessary removable drives or positively identify the target before proceeding.

3. Run First Aid

1. Select the affected volume in Disk Utility.
2. Click First Aid.
3. Read the warning and click Run when appropriate.
4. Allow the process to complete.
5. Review the result. A successful result normally reports that the volume appears to be OK or that repairs completed.
6. If First Aid reports that it cannot repair the disk, preserve data if possible and escalate to backup/recovery/replacement planning.

4. Erase an External Drive

1. Back up any required data from the target external drive.
2. In Disk Utility choose View → Show All Devices.
3. Select the physical device, not merely a child volume, when you intend to recreate the full device layout.
4. Click Erase.
5. Enter a name.
6. Select a format such as APFS or exFAT according to the intended use.
7. When offered a Scheme, choose GUID Partition Map for most modern Mac use cases unless a specific device requires otherwise.
8. Click Erase.
9. Wait for completion and click Done.
10. Verify the disk mounts in Finder and shows the expected capacity and format.

5. Partitioning

Partitioning changes the disk layout and can cause data loss. Prefer APFS volumes when the goal is to create separate logical Mac volumes that can share space. Use physical partitions only when there is a specific requirement.

1. Back up the disk.
2. Select the physical disk.
3. Click Partition.
4. Review the existing layout carefully.
5. Add, resize, or remove partitions only if the requested design is understood.
6. Confirm changes.
7. Validate that all expected volumes mount afterward.

6. Eject Safely

1. Close files stored on the external disk.
2. Click the Eject icon beside the disk in Finder, or Control-click the disk and choose Eject.
3. Wait until it disappears from Finder before unplugging it.

Troubleshooting

• Disk does not appear: Check cable, power, port, hub, and View → Show All Devices.
• Erase is unavailable: Confirm you selected the correct level in the hierarchy and that the volume is not in active use.
• Drive is read-only: Check file system and permissions; NTFS is a common cross-platform cause.

Practice Task

Using a disposable USB drive with no needed data, show all devices, identify the physical device, erase it as exFAT with GUID Partition Map, confirm it mounts, copy a test file, safely eject it, reconnect it, and verify the file opens.

Knowledge Check

What should be done before erasing a disk? | Verify authorization, backups, and target disk | Disable Wi-Fi | Empty Trash | Restart Finder | 1
Which Disk Utility view helps show physical devices? | View → Show All Devices | View → Enter Full Screen | Window → Minimize | File → New Image only | 1
What is First Aid designed to do? | Check and repair file-system/storage structure issues | Install apps | Reset passwords | Update Safari | 1

Lesson Objective

Work safely with external storage, mounted volumes, DMG disk images, and removable media.

1. Connect External Storage

1. Connect the drive directly or through a known-good adapter/hub.
2. Wait several seconds.
3. Open Finder and look under Locations.
4. If it does not appear, open Disk Utility and choose View → Show All Devices.

2. Copy Data to an External Drive

1. Open the source folder in Finder.
2. Open the external drive in another Finder window.
3. Copy the files.
4. Wait for the transfer progress to finish.
5. Open several copied files from the destination to validate readability.
6. Compare sizes or item counts when the transfer is important.

3. Open a DMG Disk Image

1. Double-click the .dmg file.
2. macOS verifies and mounts it as a temporary volume.
3. A Finder window normally opens showing its contents.
4. When finished, eject the mounted disk image from Finder.

4. Troubleshoot a Drive That Will Not Mount

1. Try another cable or port.
2. Avoid unpowered hubs for drives that may need more power.
3. Check Disk Utility.
4. If visible but not mounted, select the volume and click Mount.
5. If mounting fails, run First Aid when appropriate.
6. If important data is at risk, avoid repeated destructive attempts; create or preserve a recovery plan.

Knowledge Check

What should you do before unplugging removable storage? | Eject it safely | Empty Trash | Turn off Wi-Fi | Force Quit Finder | 1
What is a DMG commonly used for? | A mountable disk image often used to distribute Mac software | A Wi-Fi password file | A printer protocol | A user account | 1
If an important drive fails to mount, what should you avoid? | Unplanned destructive operations | Checking cables | Looking in Disk Utility | Verifying backups | 1

Lesson Objective

Install Mac applications from the App Store, DMG files, PKG installers, and trusted vendor sources while evaluating security prompts.

1. Install From the App Store

1. Open App Store.
2. Search for the application.
3. Verify the developer and app identity.
4. Click Get or the price button, then Install.
5. Authenticate if prompted.
6. Open the app from Applications, Launchpad, Spotlight, or the App Store.

2. Install an App From a DMG

1. Download the DMG only from the vendor’s official or otherwise trusted source.
2. Open the DMG.
3. When shown an application icon and Applications folder shortcut, drag the app into Applications.
4. Wait for the copy to finish.
5. Eject the disk image.
6. Open Applications and launch the app.

3. Install Using a PKG Installer

1. Open the .pkg file.
2. Read the installer introduction and destination information.
3. Click Continue.
4. Review the license terms.
5. Choose the destination when offered.
6. Click Install.
7. Authenticate with an administrator credential if required.
8. Verify the installer reports success.

4. Security Prompts

macOS may warn about software downloaded from the Internet or block software that cannot be verified. Do not bypass security merely to make an installation proceed. Confirm the app, vendor, download source, and business/user need first.

5. Validate Installation

1. Launch the application.
2. Confirm it opens without an immediate error.
3. Verify required permissions are requested only when they make sense for the app’s function.
4. Check the app’s About or settings page for expected version information if relevant.

Knowledge Check

Where should a typical drag-and-drop Mac app be placed? | Applications folder | Trash | System folder | Desktop only | 1
What should you do before bypassing a macOS security warning? | Verify the app, developer, source, and need | Disable all security | Share the password | Turn off FileVault | 1
Which installer format commonly launches a guided installer? | .pkg | .jpg | .txt | .mp3 | 1

Lesson Objective

Remove applications using the correct method, distinguish app bundles from vendor uninstallers, and avoid unsafe cleanup.

1. Standard Drag-to-Trash Removal

1. Quit the application.
2. Open Finder → Applications.
3. Select the application.
4. Drag it to Trash or press Command-Delete.
5. Authenticate if required.
6. Do not empty Trash until you have verified the Mac functions as expected and no files were mistakenly removed.

2. Use a Vendor Uninstaller When Provided

Security software, VPN clients, drivers, virtualization tools, enterprise agents, and similar products may install background services and extensions. If the vendor provides an official uninstaller, use it instead of simply deleting the main app.

3. App Store Applications

Many App Store apps can be removed from Applications or Launchpad. Confirm whether the app stores user documents separately before deletion.

4. Leftover Support Files

Applications may store settings in the user’s Library. Do not mass-delete Library contents. Remove support files only when troubleshooting requires it and you have identified exactly which files belong to the target application.

5. Validate Removal

1. Restart if the uninstaller requests it.
2. Confirm the app no longer launches.
3. Check Login Items if the application used background startup components.
4. Confirm network, audio, printing, or security behavior remains normal if the removed product integrated with those systems.

Knowledge Check

When should a vendor uninstaller be preferred? | When the app installs services, drivers, extensions, or provides an official uninstaller | Never | Only for games | Only when Wi-Fi is off | 1
Should you mass-delete files from Library to clean up apps? | No | Yes | Only on Fridays | Only if FileVault is on | 1
Why delay emptying Trash during a controlled removal? | It preserves an easier rollback path for ordinary app bundles | It speeds up the Mac | It updates macOS | It repairs disks | 1

Lesson Objective

Understand and configure the core security protections built into macOS without unnecessarily weakening the system.

1. Keep macOS Updated

1. Choose Apple menu  → System Settings.
2. Open General → Software Update.
3. Allow the Mac to check for updates.
4. Review available updates and release information.
5. Back up important data before major upgrades.
6. Install approved updates and restart when required.

2. Gatekeeper and App Trust

Gatekeeper helps restrict untrusted software. If macOS blocks an app, first verify the source and developer. Do not disable security controls globally just to run one uncertain application.

3. XProtect

macOS includes built-in malware detection technologies, including XProtect. These protections are not a substitute for safe behavior, backups, updates, and careful review of downloaded software.

4. FileVault Disk Encryption

1. Open System Settings → Privacy & Security → FileVault.
2. Review the current status.
3. Before enabling FileVault, confirm account access and the recovery method.
4. Enable FileVault only with authorization.
5. Record or manage recovery information according to the user’s approved method.

Critical: Losing all authorized recovery methods can make encrypted data inaccessible.

5. Firewall

1. Open System Settings → Network → Firewall (location can vary slightly by macOS release).
2. Review status.
3. Enable or configure it according to the user’s needs.
4. Do not disable the firewall permanently as a troubleshooting shortcut.

6. Privacy Permissions

1. Open System Settings → Privacy & Security.
2. Review categories such as Location Services, Contacts, Calendars, Photos, Camera, Microphone, Screen & System Audio Recording, Accessibility, Full Disk Access, and Files & Folders.
3. Grant only permissions required for legitimate app functions.
4. Revoke permissions from apps that no longer need them.

7. Lock Screen and Password

1. Open System Settings → Lock Screen.
2. Set a reasonable screen-lock timeout.
3. Require a password after sleep or screen saver according to security needs.

Knowledge Check

What does FileVault protect? | Data on the startup disk through encryption | Wi-Fi signal strength | Printer toner | Screen brightness | 1
Should Gatekeeper be globally disabled to install an unknown app? | No | Yes | Always | Only on laptops | 1
Where are app privacy permissions generally managed? | Privacy & Security | Trash | Safari bookmarks | Finder tags | 1

Lesson Objective

Create and manage local user accounts, understand administrator vs. standard access, manage login items, and review sharing services.

1. Review Users

1. Open System Settings → Users & Groups.
2. Review existing accounts.
3. Identify which accounts are administrators.

2. Create a Standard User

1. In Users & Groups, choose Add User when available.
2. Authenticate as an administrator.
3. Select Standard unless administrator rights are specifically required.
4. Enter the full name, account name, and a strong password.
5. Add a useful password hint only if it does not reveal the password.
6. Create the account.
7. Sign out and verify the account can sign in.

3. Change a Password

1. Open Users & Groups.
2. Select the account.
3. Choose the password-change option.
4. Follow prompts carefully, especially on FileVault-enabled Macs.
5. Verify the new password works before ending the session.

4. Manage Login Items

1. Open System Settings → General → Login Items & Extensions.
2. Review apps that open at login and background items.
3. Disable only items that are understood and unnecessary.
4. Restart or sign out/in to validate changes.

5. Review Sharing

1. Open System Settings → General → Sharing.
2. Review services such as File Sharing, Screen Sharing, Remote Login, Printer Sharing, and others available on the Mac.
3. Turn on only services that are intentionally required.
4. For enabled services, review allowed users and access rights.

Knowledge Check

What account type is generally preferred for everyday use when admin rights are not needed? | Standard | Root | Guest administrator | Hidden | 1
Where are login/background items commonly managed? | General → Login Items & Extensions | Desktop wallpaper | Finder tags | Storage | 1
What should be done with unused sharing services? | Leave them off | Enable all of them | Hide them | Rename them | 1

Lesson Objective

Create and verify backups using Time Machine and manual file-copy methods, and understand basic restoration.

1. Backup Planning

Before system changes, identify what must be protected: user documents, photos, email archives, application data, credentials/recovery information, and other unique data.

2. Configure Time Machine

1. Connect a suitable backup disk.
2. Open System Settings → General → Time Machine.
3. Choose Add Backup Disk.
4. Select the intended disk.
5. Configure encryption if appropriate and record the recovery/password information securely.
6. Allow the initial backup to begin.
7. Keep the Mac connected to power for large first backups when practical.

3. Verify Time Machine

1. Return to Time Machine settings.
2. Confirm a recent successful backup time is shown.
3. Browse the backup interface when appropriate to verify that expected folders are represented.

4. Manual Backup

1. Connect a known-good external drive.
2. Create a clearly named backup folder.
3. Copy required user folders and files.
4. Wait for transfers to complete.
5. Open samples from the backup destination.
6. Compare item counts or folder sizes for important jobs.

5. Restore a File

1. Open the folder where the file normally lives.
2. Enter Time Machine through the available menu/control.
3. Navigate to a backup date containing the file.
4. Select the file.
5. Choose Restore.
6. Open the restored file and validate it.

Technician Evidence

For service work, document backup destination, date/time, method, major folders protected, and at least one verification action.

Knowledge Check

What is the most important characteristic of a backup before destructive work? | It has been validated and contains required data | It is on the desktop | It uses Wi-Fi | It has a blue icon | 1
Where is Time Machine configured? | System Settings → General → Time Machine | Finder → Tags | Safari → History | Preview → Tools | 1
What should you do after a manual copy? | Open sample files and verify the destination | Immediately erase the source | Disable FileVault | Delete Trash | 1

Lesson Objective

Connect a Mac to wired and wireless networks, inspect network settings, renew DHCP, configure DNS deliberately, and run basic connectivity tests.

1. Join Wi-Fi

1. Click Wi-Fi in the menu bar or Control Center.
2. Turn Wi-Fi on.
3. Select the correct network name.
4. Enter the password carefully.
5. Confirm the Wi-Fi icon indicates a connection.
6. Open Safari and test a known website.

2. Review Network Settings

1. Open System Settings → Network.
2. Select Wi-Fi or Ethernet.
3. Open Details.
4. Review TCP/IP and DNS information.

3. Renew DHCP Lease

1. Open System Settings → Network.
2. Select the active interface and open Details.
3. Open TCP/IP.
4. Choose Renew DHCP Lease.
5. Recheck the assigned address and connectivity.

4. Configure DNS Only When Needed

1. Open Network → active interface → Details → DNS.
2. Record the existing entries before changing them.
3. Add approved DNS server addresses.
4. Apply changes.
5. Test name resolution and browsing.
6. If the change does not help, restore the original configuration unless there is a documented reason to keep it.

5. Use Network Utility Alternatives / Terminal

Some diagnostic functions are available through Terminal.

1. Open Terminal with Spotlight.
2. Run ping -c 4 8.8.8.8 to test basic IP reachability.
3. Run ping -c 4 example.com to test reachability plus name resolution.
4. Run ifconfig to inspect interfaces.
5. Run networksetup -listallhardwareports to map hardware ports and device names.

Troubleshooting Flow

1. Confirm adapter/interface exists.
2. Confirm physical link or Wi-Fi association.
3. Confirm valid IP configuration.
4. Test local gateway.
5. Test an external IP.
6. Test DNS name resolution.
7. Test the application.

Knowledge Check

What does Renew DHCP Lease request? | Fresh network configuration from DHCP | A new user account | A disk repair | An app update | 1
If an external IP works but names do not, what area should be investigated? | DNS | Disk Utility | FileVault | Finder tags | 1
Why record existing DNS settings before changing them? | So you can restore the prior working configuration | To speed up the CPU | To encrypt the disk | To unlock apps | 1

Lesson Objective

Perform common productivity and support tasks that users frequently request.

1. Add a Printer

1. Connect the printer to the same network or by USB as appropriate.
2. Open System Settings → Printers & Scanners.
3. Click Add Printer, Scanner, or Fax.
4. Select the detected printer.
5. Confirm the driver/use selection.
6. Click Add.
7. Print a test page or document.

2. Remove and Re-add a Printer

1. Open Printers & Scanners.
2. Select the printer.
3. Remove it.
4. Restart the printer if appropriate.
5. Add it again.
6. Validate with a test print.

3. Scan a Document

1. Open Printers & Scanners and select the scanner, or open Image Capture.
2. Place the document on the scanner.
3. Choose scan settings.
4. Select a destination folder.
5. Scan.
6. Open the resulting file to verify quality and readability.

4. Use AirDrop

1. Open Finder → AirDrop.
2. Ensure Wi-Fi and Bluetooth are enabled.
3. Set discovery appropriately.
4. Drag a file onto the intended recipient or use Share → AirDrop.
5. Confirm the recipient and transfer.
6. Verify the file arrives.

5. Screenshots

• Shift-Command-3: Capture the entire screen.
• Shift-Command-4: Capture a selected area.
• Shift-Command-5: Open screenshot and screen-recording controls.

6. Force Quit an Unresponsive App

1. Press Option-Command-Escape.
2. Select the unresponsive app.
3. Click Force Quit.
4. Reopen the application.
5. Check whether unsaved work was lost and investigate repeated hangs.

7. Preview Quick Tasks

Use Preview to open PDFs/images, annotate, rotate, crop, and export. Always save a copy before destructive edits to an important original.

Knowledge Check

Which shortcut opens screenshot controls? | Shift-Command-5 | Command-1 | Option-F5 | Control-P | 1
Which shortcut opens Force Quit Applications? | Option-Command-Escape | Command-Q | Shift-Command-N | Control-Space | 1
What should validate a printer installation? | A successful test print | A Finder restart | A new password | Empty Trash | 1

Lesson Objective

Use Activity Monitor and built-in troubleshooting techniques to investigate slow, frozen, or unstable Macs without immediately reinstalling macOS.

1. Open Activity Monitor

1. Press Command-Space.
2. Type Activity Monitor.
3. Press Return.
4. Review CPU, Memory, Energy, Disk, and Network tabs.

2. Investigate High CPU

1. Open CPU.
2. Sort by % CPU.
3. Observe whether one process remains unusually high.
4. Identify the owning application before quitting it.
5. If the process belongs to a critical system component, investigate before forcing termination.

3. Investigate Memory Pressure

1. Open Memory.
2. Review the Memory Pressure graph.
3. Green generally indicates adequate pressure; persistent yellow/red suggests greater memory stress.
4. Look for unusually large consumers.
5. Close or restart applications as an initial controlled test.

4. Check Storage

1. Open System Settings → General → Storage.
2. Review available space.
3. Identify large user files before deleting anything.
4. Move or archive data only after verifying backups where appropriate.

5. Safe Mode

Safe Mode can help isolate startup software and perform certain checks. The startup procedure differs between Apple silicon and Intel Macs.

Apple silicon

1. Shut down the Mac.
2. Press and hold the power button until startup options appear.
3. Select the startup volume.
4. Hold Shift and choose Continue in Safe Mode.
5. Sign in.

Intel Mac

1. Restart or power on the Mac.
2. Immediately hold Shift.
3. Release Shift when the login window appears.

6. Restart vs. Shut Down

A restart is a valid diagnostic step when an issue may involve a stuck process or temporary state, but it is not a substitute for identifying repeated problems.

Knowledge Check

Which app shows CPU and memory use by process? | Activity Monitor | Preview | Notes | Disk Utility only | 1
What does persistent red memory pressure suggest? | Significant memory pressure | Strong Wi-Fi | Healthy disk formatting | A full battery | 1
Why use Safe Mode? | To help isolate startup/software issues | To erase the disk automatically | To disable all passwords forever | To install printers only | 1

Lesson Objective

Understand recovery startup, Disk Utility in recovery, reinstalling macOS without automatically erasing user data, and when destructive reinstallations require additional safeguards.

Critical Preparation

Before recovery or reinstall work, verify authorization, power, network availability, backups, FileVault/recovery information, and Apple Account credentials when applicable.

1. Start macOS Recovery on Apple Silicon

1. Shut down the Mac.
2. Press and hold the power button.
3. Continue holding until startup options appear.
4. Choose Options.
5. Click Continue.
6. Authenticate if prompted.

2. Start macOS Recovery on Intel

1. Restart the Mac.
2. Immediately hold Command-R.
3. Release when the Apple logo or recovery screen appears.

3. Use Disk Utility From Recovery

1. Select Disk Utility from recovery utilities.
2. Choose View → Show All Devices.
3. Run First Aid on the relevant volumes/containers when troubleshooting file-system issues.
4. Quit Disk Utility when complete.

4. Reinstall macOS Without Erasing

1. From Recovery choose Reinstall macOS.
2. Continue through the installer.
3. Select the existing system volume when appropriate.
4. Keep the Mac connected to power and network.
5. Allow restarts to complete.
6. Sign in and verify user data and applications remain available.

Important: A standard reinstall is designed to reinstall the operating system, but backups are still essential because storage failure or unexpected problems can occur.

5. Erase-and-Reinstall

Erasing the startup disk is a separate, destructive workflow and should not be treated as the default reinstall method. Only perform it after verified backups and explicit authorization.

6. Startup Disk Selection

1. Open System Settings → General → Startup Disk when available.
2. Select the intended boot volume.
3. Authenticate if required.
4. Restart to validate the selection.

Knowledge Check

How do you enter startup options on Apple silicon? | Hold the power button from shutdown until startup options appear | Hold F1 | Press Delete repeatedly | Unplug the battery | 1
Does a normal Recovery reinstall require erasing the disk first? | No | Yes, always | Only for Wi-Fi | Only for printers | 1
What must precede an erase-and-reinstall? | Verified backup and explicit authorization | Emptying Trash | Turning off Bluetooth | Removing the Dock | 1

Lesson Objective

Use Terminal for basic navigation and information gathering without making unnecessary system changes.

1. Open Terminal

1. Press Command-Space.
2. Type Terminal.
3. Press Return.

2. Basic Navigation

• pwd — show the current directory.
• ls — list items.
• ls -la — list detailed items including hidden entries.
• cd ~/Desktop — change to the current user’s Desktop.
• cd .. — move up one directory.

3. Useful Information Commands

• sw_vers — show macOS version information.
• system_profiler SPHardwareDataType — show core hardware information.
• df -h — show mounted file-system capacity.
• diskutil list — list disks and partitions without modifying them.
• networksetup -listallhardwareports — map networking hardware ports.

4. Safety Rule

Do not paste unfamiliar commands into Terminal, especially commands using sudo, destructive disk operations, recursive deletion, or permission changes. Read and understand a command before executing it.

Practice Tasks

1. Run sw_vers and identify the installed macOS version.
2. Run diskutil list and identify the internal disk without changing anything.
3. Run df -h and identify the startup volume’s free space.
4. Exit Terminal with exit or close the window.

Knowledge Check

Which command lists disks without changing them? | diskutil list | diskutil eraseDisk | rm -rf | shutdown -h now | 1
What does pwd show? | Current directory | Wi-Fi password | Printer queue | Disk health | 1
How should unfamiliar sudo commands be handled? | Do not run them until understood and authorized | Run them immediately | Email them publicly | Disable security first | 1

Lesson Objective

Use a repeatable support workflow that protects data, records evidence, validates repairs, and communicates clearly with the client.

1. Intake

1. Record the client’s stated problem in their own words.
2. Record Mac model/identifier where available and current macOS version.
3. Ask whether important data is backed up.
4. Identify account or FileVault access requirements before work begins.
5. Obtain authorization for destructive or security-sensitive changes.

2. Establish a Baseline

1. Reproduce the issue where possible.
2. Record current settings relevant to the problem.
3. Take screenshots or notes when they will help rollback or documentation.

3. Make the Smallest Appropriate Change

Avoid changing multiple unrelated settings at once. Controlled changes preserve evidence and make rollback easier.

4. Validate

1. Repeat the original user task.
2. Test related functions.
3. Restart when the change requires it.
4. Confirm security protections remain enabled.
5. Confirm external drives and backups are properly disconnected or reconnected as intended.

5. Handoff

1. Explain what was found.
2. Explain what was changed.
3. Describe any remaining risk or follow-up.
4. Confirm the client can perform the original task.
5. Provide backup or security recommendations without overstating certainty.

Knowledge Check

Why record original settings? | To support rollback and evidence | To use more storage | To change wallpaper | To disable backups | 1
What should validation include? | Repeating the original task and related checks | Only opening Finder | Only restarting | Only checking the clock | 1
What should happen before destructive changes? | Explicit authorization and verified backup | Rename the Mac | Empty Trash | Disable FileVault | 1

Lesson Objective

Practice the core tasks from the course in a controlled environment and prepare for the final assessment.

Practical Task 1: Organize Files

1. Create a CK Practice folder in Documents.
2. Create subfolders named Incoming, Completed, and Archive.
3. Copy sample files into Incoming.
4. Rename files with descriptive names.
5. Move one file to Completed.
6. Compress Archive into a ZIP.
7. Delete a disposable file and restore it from Trash.

Practical Task 2: Inspect Storage

1. Open System Settings → General → Storage.
2. Record available space.
3. Open Disk Utility.
4. Choose View → Show All Devices.
5. Identify the physical internal disk, APFS container, and system/data volumes without changing them.

Practical Task 3: Prepare a Disposable USB Drive

1. Verify the USB contains no needed data.
2. Open Disk Utility and identify the physical USB device.
3. Erase it as exFAT with GUID Partition Map.
4. Copy a test file to it.
5. Eject, reconnect, and open the file.

Practical Task 4: Install and Remove a Test Application

1. Choose a trusted free test application.
2. Verify the vendor/source.
3. Install it using the appropriate method.
4. Launch and validate it.
5. Quit it.
6. Remove it using the correct uninstall method.
7. Confirm it no longer launches.

Practical Task 5: Security Review

1. Check Software Update.
2. Review FileVault status without changing it unless authorized.
3. Review Firewall status.
4. Review Privacy & Security permissions for Camera, Microphone, and Full Disk Access.
5. Review Login Items.
6. Document anything unusual.

Practical Task 6: Backup Validation

1. Review Time Machine status or create a manual practice backup.
2. Verify a recent backup time or copied files.
3. Open a sample file from the backup location.

Practical Task 7: Network Test

1. Confirm the Mac is connected to Wi-Fi or Ethernet.
2. Review network details.
3. Open Terminal.
4. Run ping -c 4 8.8.8.8.
5. Run ping -c 4 example.com.
6. Interpret whether IP connectivity and DNS are functioning.

Course Review

You should now be able to navigate macOS, manage files and folders, understand disk structures, safely use Disk Utility, work with removable media, install/remove apps, manage core security settings, configure users and login items, back up and restore data, perform common networking and printing tasks, use Activity Monitor and Safe Mode, enter Recovery, reinstall macOS non-destructively, use basic Terminal commands, and document service work.

Knowledge Check

What should be confirmed before any disk erase task? | Correct target, authorization, and verified backup | Only the volume name | Only Wi-Fi | Only Finder view | 1
What is the preferred troubleshooting pattern? | Observe, test, make controlled changes, validate | Change many settings at once | Reinstall immediately | Disable security | 1
What marks successful course completion? | Passing the final assessment and demonstrating safe task execution | Memorizing every menu | Owning an external SSD | Using Terminal daily | 1