Warning: Do not zap the PRAM on a Laptop or Powerbook;tell the user to contact Apple if this needs to be done.

Parameter RAM (PRAM) (what it is)

PRAM stores certain informtation for the computer after the power isturned off or the computer is unplugged. Some of the contents of this battery-backedmemory are documented, but most remain a secret. That may be acceptablewhen everything works correctly, but PRAM has been implicated in variouscrashes and installation problems.

How to zap it:
(Inform the customer that this should be done at least once every threemonths)

"Zapping PRAM" is a way of resetting PRAM back to its original factoryvalues. The basic procedure is to hold down a special combination of keys:Command-Option-P-R(command key may have an "apple" on it instead) while powering on the Macintoshand waiting for the start-up sound. The latest recommendation from Applerequires holding down the keys until the startup sound has repeated threemore times.  Once it has, let go of the keys and let the Macintoshstartup normally.

Also: Immediately after zapping the PRAM, the Mac will probablystart up in 256 colors and the icons will not appear on the same screenas the startup screen.  This is normal, and will startup the way italways did the next time the customer restarts.  (It is just as normalfor the printer to spit out a page of garble).  They may need to power-cyclethe printer before using it again.