Category: IPAD and IPOD Repairing and Service
Contents of this article
- Resetting procedure
- Restarting Procure
- Firmware update procedure
- Recovery mode
Apple iPad and iPad Wi-Fi + 3G
TROUBLESHOOTING
Recharge
Battery
When a device does not have enough power to start up to the Home screen, recharge is an appropriate troubleshooting step.
# The device may charge for over two minutes to get enough power to display the “Charging. Please Wait” alert.
# The device may charge for up to ten minutes to get enough power to start up.
IMPORTANT: Only use the 10W USB Power Adapter when charging iPad from a power outlet. While the Apple USB Power Adapter or iPod USB Power Adapter may appear to be compatible,
their power output is not sufficient to charge the device. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. The iPad must have a sufficient battery charge before proceeding with most troubleshooting. Do not charge iPad with the computer port. If iPad is connected to a source that does not provide enough power to sufficiently charge the device, the notification “Not charging” appears next to the battery indicator in the status bar (top right corner).
When a device does not have enough power to start up to the Home screen, recharge is an appropriate troubleshooting step.
# The device may charge for over two minutes to get enough power to display the “Charging. Please Wait” alert.
# The device may charge for up to ten minutes to get enough power to start up.
IMPORTANT: Only use the 10W USB Power Adapter when charging iPad from a power outlet. While the Apple USB Power Adapter or iPod USB Power Adapter may appear to be compatible,
their power output is not sufficient to charge the device. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. The iPad must have a sufficient battery charge before proceeding with most troubleshooting. Do not charge iPad with the computer port. If iPad is connected to a source that does not provide enough power to sufficiently charge the device, the notification “Not charging” appears next to the battery indicator in the status bar (top right corner).
Restart
A restart forces the device to close all open files and powers off all hardware components. And, a restart safely closes active applications and processes, preserving any data in the process. Unless an issue is due to physical damage, a restart should be the first troubleshooting step you attempt.
The iPhone OS and applications use a combination of CPU and memory (RAM) resources. A device restart can be an effective troubleshooting step in situations where sufficient CPU and RAM resources are unavailable.
A restart can quickly resolve a wide range of issues, including:
# Applications unexpectedly quit.
# Battery life is shorter than expected.
# Hardware is not performing as expected.
# Interface or applications are slow to respond.
# iTunes does not recognize or sync with the device.
To restart the iPad:
1. Press and hold the Sleep/Wake button until a red slider appears.
2. Slide your finger across the slider to turn off iPad.
3. To turn iPad on, press and hold the Sleep/Wake button until the Apple logo appears.
Note: If you cannot restart the device because it is unresponsive, a reset (next page), is an appropriate troubleshooting step
A restart forces the device to close all open files and powers off all hardware components. And, a restart safely closes active applications and processes, preserving any data in the process. Unless an issue is due to physical damage, a restart should be the first troubleshooting step you attempt.
The iPhone OS and applications use a combination of CPU and memory (RAM) resources. A device restart can be an effective troubleshooting step in situations where sufficient CPU and RAM resources are unavailable.
A restart can quickly resolve a wide range of issues, including:
# Applications unexpectedly quit.
# Battery life is shorter than expected.
# Hardware is not performing as expected.
# Interface or applications are slow to respond.
# iTunes does not recognize or sync with the device.
To restart the iPad:
1. Press and hold the Sleep/Wake button until a red slider appears.
2. Slide your finger across the slider to turn off iPad.
3. To turn iPad on, press and hold the Sleep/Wake button until the Apple logo appears.
Note: If you cannot restart the device because it is unresponsive, a reset (next page), is an appropriate troubleshooting step
Reset
If the device is unresponsive and restart does not work, the next option is to reset it. A reset resolves only one specific issue: an unresponsive device you cannot restart. Key Points:
# Reset only when you can’t restart the device normally.
# A reset removes all power for a fraction of a second to power off the device.
# A reset does not close open files or save data before the device powers off.
# A reset can potentially cause file or operating system damage, requiring a restore.
To Reset the iPad:
Press and hold both the Sleep/Wake button and the Home button for at least ten seconds, until the Apple logo appears.
If the device is unresponsive and restart does not work, the next option is to reset it. A reset resolves only one specific issue: an unresponsive device you cannot restart. Key Points:
# Reset only when you can’t restart the device normally.
# A reset removes all power for a fraction of a second to power off the device.
# A reset does not close open files or save data before the device powers off.
# A reset can potentially cause file or operating system damage, requiring a restore.
To Reset the iPad:
Press and hold both the Sleep/Wake button and the Home button for at least ten seconds, until the Apple logo appears.
Remove
Content
Removing content is effective for software issues related to content that has been synced or downloaded.
Note: Removing content requires the customer’s computer and password to enter the iTunes account.
If you have access to the computer the device originally syncs with, try selectively removing recently added content or any content that is not working as expected, such as applications, contacts, calendars, songs, photos, videos, or podcasts. If you do not have access to the computer the device originally syncs with, try Erase All Content and Settings. Important: Verify customer has backed up all data before performing either step.
To Remove content:
# Connect iPad to a computer and use iTunes to change the sync settings.
# In the left column under Devices, click on your iPad, then select each tab to change the content that is synced.
# When you are finished, click Apply (or Sync) in the lower right corner of the screen.
If an application isn’t working as expected, try removing the application and reinstalling from the iTunes store.
Key Points
# Damaged, unusable, or incorrectly formatted content can cause applications to
unexpectedly quit.
# If an application continues to unexpectedly quit after a restart, remove the content associated with the application.
# Use iTunes to remove content from the device, test the application with no content, and then test with known-good content.
# Contact and Calendars: Create a new contact or calendar on the device.
# Music, Video, Podcasts: Use QuickTime sample files or a free “song of the week” from the iTunes Store.
Removing content is effective for software issues related to content that has been synced or downloaded.
Note: Removing content requires the customer’s computer and password to enter the iTunes account.
If you have access to the computer the device originally syncs with, try selectively removing recently added content or any content that is not working as expected, such as applications, contacts, calendars, songs, photos, videos, or podcasts. If you do not have access to the computer the device originally syncs with, try Erase All Content and Settings. Important: Verify customer has backed up all data before performing either step.
To Remove content:
# Connect iPad to a computer and use iTunes to change the sync settings.
# In the left column under Devices, click on your iPad, then select each tab to change the content that is synced.
# When you are finished, click Apply (or Sync) in the lower right corner of the screen.
If an application isn’t working as expected, try removing the application and reinstalling from the iTunes store.
Key Points
# Damaged, unusable, or incorrectly formatted content can cause applications to
unexpectedly quit.
# If an application continues to unexpectedly quit after a restart, remove the content associated with the application.
# Use iTunes to remove content from the device, test the application with no content, and then test with known-good content.
# Contact and Calendars: Create a new contact or calendar on the device.
# Music, Video, Podcasts: Use QuickTime sample files or a free “song of the week” from the iTunes Store.
Reset
Settings
Resetting device settings using Settings > General > Reset > Reset All Settings, does not reset all interface and application settings. This step is effective only for settings involving the device interface and built-in applications, including:
# Wi-Fi network settings
# Location warnings
# Home screen layout
# Passcode/restrictions
# Fetch New Data settings
# Built-in application settings
# Keyboards and dictionaries
# Brightness, sound, auto-lock and volume levels
To Reset iPad Settings:
From the Home screen choose Settings > General > Reset > Reset All Settings. All the preferences are reset, but no data or media is deleted.
Resetting device settings using Settings > General > Reset > Reset All Settings, does not reset all interface and application settings. This step is effective only for settings involving the device interface and built-in applications, including:
# Wi-Fi network settings
# Location warnings
# Home screen layout
# Passcode/restrictions
# Fetch New Data settings
# Built-in application settings
# Keyboards and dictionaries
# Brightness, sound, auto-lock and volume levels
To Reset iPad Settings:
From the Home screen choose Settings > General > Reset > Reset All Settings. All the preferences are reset, but no data or media is deleted.
Reinstall
iTunes on the Computer
Reinstalling iTunes is an important device troubleshooting step. iTunes relies on AppleMobileDevice support (AMDS) to recognize, communicate, and sync content to and from
devices that use the iPhone OS. Following are examples of hardware and software components that can cause connectivity issues:
Hardware:
# The device
# Dock Connector to USB cables
# The computer’s USB ports
# USB hubs
Software:
# The iPhone OS on the device
# The computer’s AMDS components
Reinstalling iTunes is an important device troubleshooting step. iTunes relies on AppleMobileDevice support (AMDS) to recognize, communicate, and sync content to and from
devices that use the iPhone OS. Following are examples of hardware and software components that can cause connectivity issues:
Hardware:
# The device
# Dock Connector to USB cables
# The computer’s USB ports
# USB hubs
Software:
# The iPhone OS on the device
# The computer’s AMDS components
Restore the iPhone OS on the Device
A restore returns the device software to factory condition, providing a clean installation for troubleshooting
Key Points
# A restore erases all user content, settings, and operating system files, and then reinstalls only the operating system.
# A restore is time-consuming, especially if you have to download the restore package and/or resync content.
# The restore package is approximately 250 MB and can take a long time to download on slow networks.
# When the restore is complete, test the device before restoring a backup or syncing content.
# Note: Do not set up as a new device, as this can erase previous backups. Copy or rename the backup folder before proceeding; location of this folder is listed in Knowledge Base article HT1414, “Backing Up, updating, and restoring your iPhone and iPod touch software.”
To restore your iPad:
1. Make sure you are using the latest version of iTunes.
2. Connect iPad to the computer. If possible, sync iPad with iTunes before restoring to back up
your most recent data and settings.
3. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab.
Note: Restore will delete all media and data. All settings will be reset as well.
A restore returns the device software to factory condition, providing a clean installation for troubleshooting
Key Points
# A restore erases all user content, settings, and operating system files, and then reinstalls only the operating system.
# A restore is time-consuming, especially if you have to download the restore package and/or resync content.
# The restore package is approximately 250 MB and can take a long time to download on slow networks.
# When the restore is complete, test the device before restoring a backup or syncing content.
# Note: Do not set up as a new device, as this can erase previous backups. Copy or rename the backup folder before proceeding; location of this folder is listed in Knowledge Base article HT1414, “Backing Up, updating, and restoring your iPhone and iPod touch software.”
To restore your iPad:
1. Make sure you are using the latest version of iTunes.
2. Connect iPad to the computer. If possible, sync iPad with iTunes before restoring to back up
your most recent data and settings.
3. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab.
Note: Restore will delete all media and data. All settings will be reset as well.
Recovery
Mode
To Perform Recovery Mode Restore:
Use the following steps to place your iPad into recovery mode. If the iPad is already in recovery mode, you can proceed immediately to step 6.
1. Disconnect the USB cable from the iPad, but leave the other end of the cable connected to your computer’s USB port.
2. Turn off iPad: Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for iPad to turn off.
# If you cannot turn off iPad using the slider, press and hold the Sleep/Wake and Home buttons at the same time. When the iPad turns off, release the Sleep/Wake and Home buttons. Press and hold the Home button while reconnecting the USB cable to iPad. Continue holding the Home button.
3. While pressing and holding the Home button, reconnect the USB cable to iPad. When you reconnect the USB cable, iPad should power on.
Note: If you see the screen pictured below, let the iPad charge for at least ten minutes to ensure the battery has some charge and then start with step 2 again.
Use the following steps to place your iPad into recovery mode. If the iPad is already in recovery mode, you can proceed immediately to step 6.
1. Disconnect the USB cable from the iPad, but leave the other end of the cable connected to your computer’s USB port.
2. Turn off iPad: Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for iPad to turn off.
# If you cannot turn off iPad using the slider, press and hold the Sleep/Wake and Home buttons at the same time. When the iPad turns off, release the Sleep/Wake and Home buttons. Press and hold the Home button while reconnecting the USB cable to iPad. Continue holding the Home button.
3. While pressing and holding the Home button, reconnect the USB cable to iPad. When you reconnect the USB cable, iPad should power on.
Note: If you see the screen pictured below, let the iPad charge for at least ten minutes to ensure the battery has some charge and then start with step 2 again.
4. Continue holding the Home button until you see the
“Connect to iTunes” screen. When this screen appears you can release the Home
button:
5. If necessary, open iTunes. You should see the
following “recovery mode” alert:
6. Use iTunes to restore iPad
Firmware
Update (DFU) Restore
Device Firmware Update allows you to perform a restore when all other attempts to restore the device fail.
DFU is only necessary if:
# the device won’t turn on
# the device won’t go into recovery mode
# the device won’t charge
To perform a Device Firmware Update follow the step below:
Timing is critical--use a watch to time the steps below!
1. Charge the iPad for at least 5 minutes, then connect to iTunes. If the device is not detected, open iTunes and move to step 2.
2. Power off the device. Wait 5 seconds. If device will not power on/off, move to step 3.
3. Press Home + Power (Sleep/Wake) buttons together and hold down for 8 seconds and then release the sleep/wake button.
4. Continue to press the Home button until you see the “Recovery Mode” message in iTunes, which may take up to 30 seconds.
Note: In DFU Mode the device’s screen is blank.
If you did not get the “Recovery Mode” message in iTunes or the device’s screen is not blank/ black, repeat all steps paying careful attention to your timing.
Device Firmware Update allows you to perform a restore when all other attempts to restore the device fail.
DFU is only necessary if:
# the device won’t turn on
# the device won’t go into recovery mode
# the device won’t charge
To perform a Device Firmware Update follow the step below:
Timing is critical--use a watch to time the steps below!
1. Charge the iPad for at least 5 minutes, then connect to iTunes. If the device is not detected, open iTunes and move to step 2.
2. Power off the device. Wait 5 seconds. If device will not power on/off, move to step 3.
3. Press Home + Power (Sleep/Wake) buttons together and hold down for 8 seconds and then release the sleep/wake button.
4. Continue to press the Home button until you see the “Recovery Mode” message in iTunes, which may take up to 30 seconds.
Note: In DFU Mode the device’s screen is blank.
If you did not get the “Recovery Mode” message in iTunes or the device’s screen is not blank/ black, repeat all steps paying careful attention to your timing.
