What PRAM is

Macintosh computers store certain settings in an area of non-volatile RAM called the PRAM (Parameter RAM). Every now and then, the PRAM will cause funky problems. Knowing how odd their computers can be, Apple Engineers installed the ability to zap the PRAM. Zapping the PRAM can solve all sorts of problems, including the "PPP was expecting OK" message and "There was an error opening the serial port".

Procedure

This is an easy one, although a bit tricky to execute. Have the customer restart the computer while holding down the key and the key while restarting. See the below image for their locations on the keyboard.