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Apple Technician Guide iPad

1. Uncategorized Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code iPad Symptom Charts Display Issues 94 Software Issues Applications Issues Note Updating an application requires the customer s computer and password to enter the iTunes account associated with that application Quick Check Possible Causes Unable to sync applications Application not working as it should Irregular behavior Application open and return immediately to Home screen TURES 2010 05 27 iPad Symptom Charts Software Issues 95 Deep Dive Connect iPad to the computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer If no go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Software Issues 96 Possible Causes App Store amp iTunes 2010 05 27 Alert Messages Alert Messages Appear on iPad Screen or iTunes Quick Check Use iTunes to Recover window Error messages on the iPad Error message in iTunes iPad Symptom Charts Alert Messages 97 Deep Dive Clean or fix if possible Go to step 2 If not safe to connect USB cable the issue is not covered under warranty Check for out of warranty repair opti
2. Apple Technician Guide iPad iPad and iPad Wi Fi 3G Updated 2010 05 27 Apple Inc 2010 Apple Inc All rights reserved Under the copyright laws this document may not be copied in whole or in part without the written consent of Apple Every effort has been made to ensure that the information in this document is accurate Apple is not responsible for printing or clerical errors Apple 1 Infinite Loop Cupertino CA 95014 2084 USA 1 408 996 1010 www apple com Apple the Apple logo iPad iTunes Mac Macintosh and Mac OS are trademarks of Apple Inc registered in the U S and other countries Please send feedback to smfeedback2 apple com iPad Contents Manual Updates 6 27 May 2010 6 18 May 2010 6 06 May 2010 6 30 April 2010 6 08 April 2010 6 03 April 2010 6 27 January 2010 6 Feedback 7 Basics Overview 9 Identifying Features 9 Mac System Requirements 10 Windows System Requirements 10 iPad Technical Specifications 10 Technical Resources 10 Locating the Serial Number 11 On the back of the device 11 On iPad s About screen 12 On iTunes Summary panel 13 iPad Accessories 14 Hardware Information 15 Physical Controls 15 Multi Touch Display 16 Audio 17 Wireless Connectivity 18 Sensors 19 Accelerometer Sensor 19 Ambient Light Sensor 20 Liquid Contact Indicators 20 Micro SIM Card 21 Micro SIM Service Strategy 21 Micro SIM Tray 21 Removing the Micro SIM Card 22 Software
3. black repeat all steps paying careful attention to your timing iPad General Troubleshooting Effective iPad Troubleshooting 49 Sensors Accelerometer Sensor Detects iPad positioning movement and tilt switches between portrait and landscape modes and functions as the tilt controller for applications and games that utilize this hardware component Use the screen rotation lock switch on the right side of the iPad to lock the screen in portrait or landscape mode If the display is locked an indicator appears in the status bar second graphic Z YouTube TT Lares Many built in applications such as Mail or Calendar adjust their interface based on whether iPad is held in portrait or landscape mode For more information refer to iPad Screen does not rotate as expected http support apple com kb HT4085 2010 05 27 iPad General Troubleshooting Sensors 50 2010 05 27 Ambient Light Sensor The ambient light sensor detects light levels at the current location and adjusts the brightness of the Multi Touch display The approximate location of the ambient light sensor is circled and marked in orange Par AM Troubleshooting Notes e Make sure the ambient light sensor is not being blocked or covered Screen brightness can be affected by a screen protector especially if it covers the ambient light sensor e The ambient light sensor can be defeated using the Settings application e The iBooks application i
4. Information 23 iPhone OS 3 2 23 Update and Restore iPhone OS on iPad 23 Set up and Sync Content 24 Troubleshooting General Troubleshooting 27 Tools 27 Quick Reference Sheet 28 Visual Mechanical Inspection 29 Tools 29 iPad Warranty Coverage 29 Issues Not Covered Under the Warranty Liquid Damage 30 Debris in Ports 31 Screen and Glass Inspection 32 Dents Surface Damage Inspection 34 Effective iPad Troubleshooting 38 Recharge Battery 39 Restart 40 Reset 41 Remove Content 42 Reset Settings 43 Reinstall iTunes on the Computer 44 Restore the iPhone OS on the Device Erase All Content and Settings 46 Recovery Mode Restore 47 Device Firmware Update DFU Restore Sensors 50 Accelerometer Sensor 50 Ambient Light Sensor 51 Symptom Charts 52 Power Issues 52 Dead Unit Battery Issues 53 Intermittent Power 55 Frozen iPad 57 Battery Will Not Charge 58 Battery Life Too Short 60 Burnt Smell Odor 62 Uncategorized Symptom 63 Connectivity Issues 64 iTunes Sync issues 65 29 45 49 Cannot Add or Play a Song Video or Other Item 67 Audio Issues 69 Headphone Issues 71 Wi Fi Not Functioning 73 Cannot Connect to Cellular Data Network on iPad Wi Fi 3G 75 Photos and Videos Not Importing 77 Keyboard Dock Standalone Dock Not Functioning 79 Apple Wireless Keyboard Not Functioning 81 TV Out Video Out Not Functioning 83 Display Issues 85 Bad Video Poor Image 86 Multi Touch Screen Not Responding 88 Ambient Light Sensor Issue 90
5. SIM Card First Steps Remove the micro SIM tray Note For cellular data iPad Wi Fi 3G uses a micro SIM card also known as a third form factor or 3FF If you change cellular data carriers yo may need to remove the micro SIM oo 8904440494 3719919384 card Removal Use your finger to remove the micro SIM from the tray 0424 S 321991 2010 05 27 iPad Take Apart Micro SIM Card 103 Service Source Views iPad 2010 Apple Inc All rights reserved External Views iPad Wi Fi iPad Wi Fi 3G 2010 05 27 iPad Views External Views 105 3G Model Micro SIM Card Tray External Button and Controls A Volume controls B Screen rotation lock switch C Sleep Wake button D 3G Antenna E Microphone F Headphone jack 2010 05 27 iPad Views External Views 106 Top View A Headphone jack B Microphone C Sleep Wake button Bottom View A 30 pin USB connector B Speaker 2010 05 27 iPad Views External Views 107 Connectors on Rear of iPad Dock A Analog audio jack B 30 Pin connector 2010 05 27 iPad Views External Views 108 Camera Connection Kit Camera Connector SD Card Reader Keyboard Dock 2010 05 27 iPad Views External Views 109 Standalone Dock 10W USB Power Adapter 2010 05 27 iPad Views External Views 110 Case View 1 Case View 2 2010 05 27 iPad Views External
6. Views 111
7. and Keynote slide shows Possible Causes Symptom Quick Check Unable to play content on 1 Ensure compatibility with iPad of accessory being television used Projector unable to display Verify iPad has the latest software updates Use iTunes to install the latest version of the iPhone OS software content TV out requires the following hardware Refer to Knowledge Base article HT 1454 iPhone iPad iPod TV out support to determine compatibility Verify cables are plugged into the appropriate input jacks on the TV and correct input is selected using the TV s controls Note When properly working videos YouTube and Keynote slide shows do not appear on iPad when appearing on the TV Only the Photos app slideshows appear on the iPad Charge iPad Verify the Apple Component AV Cable and or Apple Composite AV Cable USB connector is plugged into the 10W USB Power Adapter and it s charging iPad while you play content Restart If you can t restart the device Reset iPad Restore Restore iPad with iTunes This restores the iPhone OS Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Go to Deep Dive 2010 05 27 iPad Symptom Charts Connectivity Issues 83 Deep Dive Check if covered if under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair o
8. 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 e Applications unexpectedly quit e Battery life is shorter than expected e Hardware is not performing as expected e Interface or applications are slow to respond e 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 On off Sleepiwake 2010 05 27 iPad General Troubleshooting Effective iPad Troubleshooting 40 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 e Areset does not close o
9. has detected an iPad in recovery mode You must restore this iPad before it can be used with ia iTunes 6 Use iTunes to restore iPad If you don t see the Connect to iTunes screen try these steps again If you see the Connect to iTunes screen but iPad does not appear in iTunes refer to article http support apple com kb TS1495 and its related links iPad General Troubleshooting Effective iPad Troubleshooting 48 2010 05 27 Device 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 e the device won t turn on e the device won t go into recovery mode e 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
10. not show fully charge iPad charged Not charging from 10W Perform a visual inspection Check cables Dock 30 pin USB power adapter connector are clean and free of defects Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Check iPad has the latest software updates Use iTunes to install the latest version of the iPhone OS software Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears 2010 05 27 iPad Symptom Charts Power Issues 58 Deep Dive Isolate the faulty component and replace The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Power Issues 59 Battery Life Too Short It s easy to confuse a power consumption issue for one that requires a replacement Apple s advanced chemistry and Adaptive Charging technology deliver up to 1 000 charge cycles without a significant decrease in battery capacity over a typical five year lifespan Note The iPad battery is not removable
11. or user replaceable Apple offers a battery replacement service for iPad A properly maintained iPad battery is designed to retain 80 percent or more of its original capacity during a lifespan of up to 1 000 recharge cycles Battery life and charge cycles vary by use and settings Quick Check Possible Causes Quick Check Battery runs out of 1 Refer to Charging the Battery in the iPad User Guide power very quickly 2 Gather details on device usage Check Settings Common emer a cine factors that affect battery life include Short battery life Does not hold charge Fi e Cellular data e Wi Fi e Bluetooth e Equalizer e Brightness e Temperature Software version e Fetch Data Push e Location Services e Low or no service areas Wi Fi 3G model only e Third party applications Check the status bar indicator It reflects the remaining battery life including battery percentage Turn on the battery percentage indicator using Settings gt General Wi Fi models or Settings gt General gt Usage Wi Fi 3G models Check that the iPad 10W USB Power Adapter is being used to charge the iPad Charge the battery Important Battery and charge indicators can fluctuate briefly when you connect the device to power or wake it from sleep If this occurs wait a few seconds and then check again Battery percentage can remain at 99 with a full charge This is expected behavior and does not indicate a
12. refer to iPad Screen does not rotate as expected http support apple com kb HT4085 2010 05 27 iPad Basics Hardware Information 19 Ambient Light Sensor The ambient light sensor detects light levels at the current location and adjusts the brightness of the Multi Touch display The approximate location of the ambient light sensor is circled and marked in orange Pad AM Troubleshooting Notes Make sure the ambient light sensor is not being blocked or covered Screen brightness can be affected by a screen protector especially if it covers the ambient light sensor The ambient light sensor can be defeated using the Settings application The iBooks application includes a screen brightness slider that overrides the iPad screen brightness but only when iBooks is running Note There is a slight delay of a few seconds before the screen adjusts to ambient light this is by design it is not intended to be instantaneous Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause restore the iPad to see if it fixes the problem restoring the iPad will remove all 3rd party applications from the device and reset the unit back to factory default settings Liquid Contact Indicators The iPad warranty excludes coverage for damage caused by liquid To help determine if an iPad has been in contact with liquid two liquid contact indicators LCIs are installed on the iPad at
13. to access in depth usage instructions for iPad features and settings Online at http support apple com manuals ipad Syncing iPad and other iTunes topics refer to the iTunes How to page http www apple com itunes how to 2010 05 27 iPad Basics Overview 10 Locating the Serial Number The serial number can be found on the iPad retail box on the customer s original receipt and in the following locations On the back of the device iPad 2010 05 27 iPad Basics Overview 11 2010 05 27 On iPad s About screen Settings En Wi Fi fgg Brightness amp Wallpaper igi Picture Frame iPad Songs Videos Photos Capacity Available Version Serial Number About 0 26 1 GB 27 8 GB 3 2 789327 YMO03006ELN Model Wi Fi Address Bluetooth Legal 695 5874LL 90 84 00 F TBAB S0 84 00 F TBAG iPad Basics Overview 12 On iTunes Summary panel iPad Masni iPad Capachy 23 06 CE Software Version 12 Version j Your Pad cofmaure be ap to duce Tone wi erematicul check for Ehec for Update an upduce again on 2 17 10 an U vou are experiences proies with your Pad pou can aribor its ton settieg bry ilike Alaticre Options P T en when Eh Pare is CR Je ed Ce Checked Rond Atl with ca Prefer standard definithin vided Li Convert higher blt rat songs te 126 kbps AAC Mf Manualhy manage must andl vidre La Endep iPad bach huam Pack di 2010 05 27
14. use iPad uses icons to indicate which volume output is being adjusted 2010 05 27 iPad Basics Hardware Information 15 2010 05 27 Multi Touch Display The Multi Touch screen technology has been completely re engineered for iPad to suit the larger display and includes A high resolution 9 7 inch diagonal LED backlit widescreen display with IPS technology 1024 by 768 pixel display resolution at 132 pixels per inch IPS in plane switching technology offers a wide 178 viewing angle An extremely responsive Multi Touch panel with over 1 000 sensors for Multi Touch gesture precision Fingerprint resistant oleophobic coating that makes it easy to wipe oils from the display iPad Basics Hardware Information 16 2010 05 27 Audio iPad has multiple audio input and output options as described below Headphone jack sat E yd l Speaker InPut Output Function S Speaker The speaker produces rich full sound perfect for watching a movie or listening to music It has three grilles to protect the built in speaker Headphone jack and built in The headphone jack supports compatible stereo microphone headphones headsets with microphone Note iPad does not ship with headphones iPad Basics Hardware Information 17 2010 05 27 Wireless Connectivity With iPad you can use the following wireless technologies and Location Services Wireless and Cellular Wi Fi 802 11 a b g n Bluetooth 2 1 EDR te
15. will do Note Sync iPad with iTunes before erasing to back up your most recent data and settings From the Home screen choose Settings gt General gt Reset gt Erase All Content and Settings cerers Reset Solos bad WEF on Lg Brightness A Wallpaper Reset Network Settings LI Mall Contacts Calendars sa Safari Reset Keyboard Dictionary E iPod Retet Home Screen Layout t Vide Reset Location Warnings i Saro iPad General Troubleshooting Effective iPad Troubleshooting 46 Recovery Mode Restore If iTunes cannot detect the device or specific restore error appears check connections If the issue persists consider forcing the device into recovery mode If you cannot restore a device even when using recovery mode service or replacement may be the appropriate option Important Make sure the customer is aware that all their media and data will be erased Key Points e Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device To force recovery mode power off the device and then connect it to a USB port on your computer while holding down the Home button If the device does not power off try the reset process to power it off e If iTunes displayed an alert with an error code see http support apple com kb TS1275 before attempting the steps below Note In certain situations an iPad will automatically go into recovery mode after an update or restore issue If
16. your device is already in recovery mode you can attempt to restore using iTunes 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 e 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 2010 05 27 iPad General Troubleshooting Effective iPad Troubleshooting 47 2010 05 27 lt 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 iTunes
17. 2010 05 27 iPad Basics Hardware Information 22 2010 05 27 Software Information iPhone OS 3 2 iPad ships with iPhone OS 3 2 designed specifically for iPad iPhone OS on iPad shares many similarities such as basic settings features and functionality with iPhone OS on iPhone and iPod touch iPhone OS 3 2 is designed to work only with iPad and is not supported on iPhone or iPod touch Update and Restore iPhone OS on iPad Use the iTunes Summary pane below to check for software updates and restore iPad e The update and restore process is identical with other iPhone OS devices Haiti Fagl Capacity 26 6 CA Software Versbom 3 7 Serial Number YTMOOUMGELN Youd iPad sofware H up to dass Tuned wall automatically check far an updats again an 3 78 10 if ie are dkeerientiag problemes wih our iPad yeu Gan nee original setting by checking Rener Options wer Gandara deGnitian wee Caner baie bit rate Ganga ta 128 kbps AAC nef Wania MAR g mairie are wil etd Encrypt iPad backup Configure Lire etal Attra For the currently installed version of iPhone OS check the iTunes Summary pane e Pad About screen iPad Basics Software Information 23 2010 05 27 Set up and Sync Content Setting up iPad Before you can use iPad you must set it up using iTunes 1 Download and install iTunes 9 1 or later from http www itunes com download 2 Connect the device to a USB 2 0 port on your Mac
18. Cracked Display 92 Display Rotation Not Working 93 Uncategorized Symptom 94 Software Issues 95 Applications Issues 95 Alert Messages 97 Alert Messages Appear on iPad Screen or iTunes 97 Uncategorized Symptom 99 Take Apart Micro SIM Tray 101 Removal 102 Micro SIM Card 103 Views External Views 105 iPad Wi Fi 105 iPad Wi Fi 3G 105 3G Model Micro SIM Card Tray 106 External Button and Controls 106 Top View 107 Bottom View 107 Connectors on Rear of iPad Dock 108 Camera Connection Kit 109 Keyboard Dock 109 Standalone Dock 110 10W USB Power Adapter 110 Case View 1 111 Case View 2 111 Manual Updates 27 May 2010 General Troubleshooting gt Connectivity Symptom Chart gt Updated symptom Cannot Connect to Cellular Data Network on iPad Wi Fi 3G 18 May 2010 Basics gt Hardware Information gt Added new topics Liquid Contact Indicators Micro SIM Tray and Removing the Micro SIM card Take Apart gt Added procedures for Micro SIM Tray and Micro SIM Card 06 May 2010 General Troubleshooting gt Visual Mechanical Inspection gt Added photograph samples of cracked screens water damage dings and scratches R April 2010 Basics gt Hardware Information gt Added new section Micro SIM Card General Troubleshooting gt Connectivity Symptom Chart gt Added new symptom Cannot Connect to Cellular Data Network on iPad Wi Fi 3G General Troubleshooting gt Visual Mechanical Inspection gt Updated section to clarify pr
19. Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears 10 Go to Deep Dive iPad Symptom Charts Connectivity Issues 79 Deep Dive Clean or fix if possible Go to step 2 Check for out of warranty repair option The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 80 Apple Wireless Keyboard Not Functioning Quick Check Keyboard not recognized Ensure compatibility with iPad of accessory Certain applications not being used Only the Apple Wireless Keyboard is supported Refer to the Apple Store for responding to typin p 9 yPINJ supported Apple Wireless Keyboard Verify iPad has the latest software updates Use iTunes to install the latest version of the iPhone OS software Use iTunes version 9 1 or later Check Settings Enable Bluetooth on iPad Make sure the keyboard has been paired properly with the iPad and is not paired to another keyboard Turn on the Apple Wireless Keyboard Make sure Apple Wireless Keyboard has known
20. a via USB do not use hubs or other USB devices with the connector Clean or fix if possible Go to step 2 Check for out of warranty repair option The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 78 Possible Causes 2010 05 27 Keyboard Dock Standalone Dock Not Functioning Quick Check Keyboard dock not recognized 1 Typing issues iPad does not charging while in dock Powered speakers not working Check iPad has the latest software updates Use iTunes to install the latest version of the iPhone OS software Use iTunes version 9 1 or later Remove iPad Case when using Dock or Keyboard Dock Ensure iPad is properly positioned and fully docked on connector Check for a paired bluetooth keyboard This could interfere with typing on the Keyboard Dock Disable bluetooth or unpair the wireless keyboard Charge iPad Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Ensure iPad is charging Important If Keyboard Dock Standalone Dock is not connected to a power source using the 10W USB Power Adapter the iPad is not charging Try a known good Keyboard Dock Standalone Dock If present reseat audio cable on back of Keyboard Dock Standalone Dock Restart Press and hold the
21. are 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 2 Make sure you are using the latest version of iTunes Connect iPad to the computer If possible sync iPad with iTunes before restoring to back up your most recent data and settings 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 iPad General Troubleshooting Effective iPad Troubleshooting 45 2010 05 27 Erase All Content and Settings Erase is a quick way to get back to factory settings It will delete all content and settings but it doesn t reinstall the iPhone operating system like a restore
22. battery or hardware issue 6 Go to Deep Dive 2010 05 27 iPad Symptom Charts Power Issues 60 Deep Dive Device not performing within spec Go to step 3 Clean or fix if possible Go to step 2 If not safe to connect USB cable the issue is not covered under warranty Check for out of warranty repair option The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Power Issues 61 Burnt Smell Odor Quick Check Possible Causes Burnt Smell Odor iPad emits an odor or smell of smoke Deep Dive Determine which object cable dock iPad etc is producing the smell and replace it or inform customer to discontinue using it until it s determined to be safe Check any third party accessories for a burnt smell Verify iPad functions with known good accessories USB cable Go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Power Issues 62 Uncategorized Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code 2010 05 27 iPad Symptom Charts Power Issues 63 Connectivity Issues Select a symptom from the list iTunes Sync issues Cannot Add or Pla
23. chnology iPad Model Wi Fi Wi Fi 3G model Provides short range wireless connectivity with compatible accessories and devices such the Apple Wireless Keyboard Bluetooth stereo headsets and headphones and peer to peer connectivity for App Store applications For information on Bluetooth supported profiles refer to iPhone iPad iPod touch supported Bluetooth profiles http support apple com kb HT3647 Wi Fi 802 11 a b g n Bluetooth 2 1 EDR technology With an active supported cellular data plan sold separately you can connect to the Internet via quad band GSM EDGE or tri band UMTS HSDPA GPS capability Applications use GPS Wi Fi and cellular network signals known collectively as Location Services to locate the current position of your iPad iPad Basics Hardware Information 18 Sensors Accelerometer Sensor Detects iPad positioning movement and tilt switches between portrait and landscape modes and functions as the tilt controller for applications and games that utilize this hardware component Use the screen rotation lock switch on the right side of the iPad to lock the screen in portrait or landscape mode If the display is locked an indicator appears in the status bar second graphic Z YouTube TT Lares Many built in applications such as Mail or Calendar adjust their interface based on whether iPad is held in portrait or landscape mode For more information
24. e Reset Network Settings _ Mail Contacts Calendars Reset Keyboard Dictionary EF Safari i iPod Reset Home Screen Layout a Video Reset Location Warnings A Photos store 2010 05 27 iPad General Troubleshooting Effective iPad Troubleshooting 43 2010 05 27 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 Get the latest version of iTunes at http www apple com itunes download If this does not resolve the issue try completely uninstalling iTunes and then reinstalling Refer to the links below Removing iTunes for Mac OS X http support apple com kb HT1224 Removing and reinstalling iTunes QuickTime and other software components for Windows Vista or Windows 7 http support apple com kb HT 1923 Removing and Reinstalling iTunes QuickTime and other software components for Windows XP http support apple com kb HT 1925 iPad General Troubleshooting Effective iPad Troubleshooting 44 2010 05 27 Restore the iPhone OS on the Device A restore returns the device softw
25. ers iPad supports importing photos and videos from these devices Photos not importing 1 Check iPad has the latest software updates Videos not importing e Use iTunes to install the latest version of the Eur iPhone OS software Use iTunes version 9 1 or later Possible Causes Ensure camera and or video camera is turned on Lamar borane SU Lire Baas and supports Picture Transfer Protocol PTP 1 0 Test again with known good SD card camera cable SD Card Reader Verify SD card be read on another device Check Camera Connector or SD Card reader connections to the iPad dock connector Note The original iPod Camera Connector is not compatible with the iPad Check USB cable connection to camera or if using SD Card reader remove and reinsert SD card into SD Card reader Restart computer Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears 9 Go to Deep Dive 2010 05 27 iPad Symptom Charts Connectivity Issues 77 Deep Dive Directly connect a digital camer
26. for debris contamination Go to step 2 corrosion or damage If not safe to connect headphone cable the issue is not covered under warranty Check for out of warranty repair option w EE 2010 05 27 iPad Symptom Charts Connectivity Issues 69 Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Go to step 3 Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 70 Headphone Issues Quick Check Possible Causes No audio through headphones 1 Adjust volume setting with volume buttons Audio distorted e verify music audio is not paused Sound from only one channel e check the Volume Limit setting Settings gt in headset Music gt Volume Limit Unable to listen to music Verify headset is pushed in all the way into connector Verify Mono Audio option setting is not enabled for those who don t require it This setting forces stereo left and right channels to be mixed into both ears check Settings gt General gt Accessibility Make sure iPad case or plastic protective film is not covering speaker or microphone Remove case or protective f
27. g known good content try re importing converting the song video etc from the original source media and then sync to iPad Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Disconnect all other USB devices connected to the computer such as USB printer USB scanner etc and then reconnect the iPad to see if it fixes the problem Connect the iPad to a different computer if available to see if the problem still occurs iTunes Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears Videos 8 Restart computer and reconnect iPad pay F ie 9 Restore iPad Restore iPad with iTunes This restores the iPhone OS IPod 10 Go to Deep Dive 2010 05 27 iPad Symptom Charts Connectivity Issues 67 2010 05 27 Deep Dive Clean or fix if possible Go to step 2 If not safe to connect USB cable the issue is not covered under warranty Check for out of warranty repair option Go to step 3 Go to step 4 The issue is not covered under warranty Check for out of warranty repair option Covered if under
28. good batteries installed and they are installed in correct orientation Check for potential sources of inerference for wireless devices and networks Refer to AirPort and Bluetooth Potential sources of interference for wireless devices and networks Ensure iPad is charging Important If Dock is not connected to a power source using the 10W USB Power Adapter the iPad is not charging Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears 9 Go to Deep Dive 2010 05 27 iPad Symptom Charts Connectivity Issues 81 Deep Dive Covered if under warranty Check for out of warranty repair option Go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 82 TV Out Video Out Not Functioning IMPORTANT Educate the customer that TV Out Video Out does not support mirroring everything on iPad to a TV The TV out function only works in certain applications that support it such as Videos YouTube Photos app Slide Shows
29. he Summary tab Fixed Return iPad to customer If no go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 74 Cannot Connect to Cellular Data Network on iPad Wi Fi 3G Able to connect to a Wi Possible Causes Fi network but unable to connect to a 3G EDGE or GPRS cellular data network on iPad Wi Fi 3G SIM not supported error message Deep Dive Yes Replace SIM tray 922 9553 Go to step 2 E 2010 05 27 iPad Symptom Charts Connectivity Issues 75 If there is debris remove it Go to step 3 If there is corrosion or signs of exposure to liquid refer to Liquid Damage in General Troubleshooting If card is damaged refer customer to his her cellular carrier for replacement card The issue is not covered under warranty Check for out of warranty repair option The issue is covered if under warranty Check for out of warranty repair option Refer customer to his her cellular carrier for replacement card 2010 05 27 iPad Symptom Charts Connectivity Issues 76 Photos and Videos Not Importing Important To some users the Camera Connector s USB port may suggest the capability to import media from other devices such as USB compatible mobile devices or printers with integrated SD card read
30. iPad Basics Overview 13 iPad Accessories Included with iPad are Dock Connector to USB Cable 10W USB Power Adapter SIM eject tool Wi Fi 3G model only Documentation Additional Accessories not included iPad Case iPad Dock iPad Keyboard Dock no pairing required Camera Connection Kit Camera Connector and SD Card Reader iPad Dock Connector to VGA Adapter Apple In Ear Headphones with Remote and Mic Apple Wireless Keyboard Apple Composite AV cable Apple Component AV cable Accessory resources To order the correct Apple accessory for iPad refer to this article http support apple com kb HT3652 Refer to this article for information on using Bluetooth headsets and keyboards with iPad http support apple com kb HT4111 2010 05 27 iPad Basics Overview 14 Hardware Information Physical Controls me Sleep Wake button Screen Rotation Lock Volume controls Home button Physical Controls Function S Home button Press the Home button to return to the main Home screen wake iPad Sleep Wake button Press the Sleep Wake button to place iPad in standby mode and lock the Multi Touch display wake iPad and then slide arrow to unlock iPad Screen Rotation Lock Button Slide the Rotation Lock switch to Lock the display orientation in portrait or landscape mode Volume controls e Press the controls to turn the iPad volume up or down Adjusting the volume affects only the output currently in
31. il a red slider appears then press and hold the Home button until the application quits A restart forces the device to close all open files and powers off all hardware components 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 A reset resolves only one specific issue an unresponsive device you cannot restart Press and hold both the Sleep Wake button and the Home button for at least ten seconds until the Apple logo appears Reset All Settings All preferences are reset but no data or media are deleted From the Home screen choose Settings gt General gt Reset gt Reset All Settings Erase All Content Same as Restore but it doesn t reinstall the system software From the and Settings Home screen choose Settings gt General gt Reset gt Erase All Content and Settings Restore A restore erases all user content settings and operating system files and then reinstalls only the operating system Restore with iTunes Recovery Mode Recovery mode loads only the firmware drivers necessary for iTunes Restore to recognize the device See Recovery Mode Restore topic in this chapter Device Firmware Device Firmware Update allows you to perform a restore when Update a all other attempts to restore the device fail See Device Firmware Restore Update DFU topic in thi
32. ilm and test again Check that the speaker grilles headphone jack and mic are not clogged with lint or other debris Use a clean small dry soft bristled brush to clean out the holes and speaker grilles Try known good compatible headset Use compressed gas duster with the straw attached to blow out debris Go to Deep Dive Deep Dive 1 Check headphones port Clean or fix if possible Go to for debris contamination step 2 corrosion or damage If not safe to connect headphones cable the issue is not covered under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 71 Go to step 3 Go to Gotostep4 4 Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer Go to step 4 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 72 Wi Fi Not Functioning Unable to connect to a Wi Fi 1 Check iPad has the latest software updates Possible Causes network e Use iTunes to install the latest version of the Unable to locate a nearby Wi Fi iPhone OS software network e Use iTunes version 9 1 or later Unable to access the internet Check that possible third party iPad case not interferring with a
33. ith Sleep Wake button Unexpected power off Y 2010 05 27 Quick Check Check for interference from a third party accessory case or other accessory Check the Sleep Wake and Home buttons Are they damaged preventing the device from powering up Visually inspect iPad for any damage Check the 30 pin port for debris or corrosion Check applications Try removing the suspect application Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source Other USB adapters will not provide enough power to charge iPad Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Make sure the iPad has the latest software updates Use iTunes to check for the latest version of the iPhone OS Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t Restart Reset the iPad Reset Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears Go to Deep Dive iPad Symptom Charts Power Issues 55 Deep Dive Note If the issue occurs only when using a third party application remove content and report a problem Issue resolved go to step 2 If application con
34. n see the steps below to restart Check if a third party case is being used and causing the iPad to overheat and freeze Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears Reset Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears Restore Restore iPad with iTunes This restores the iPhone OS If you can t restore go to Recovery Mode Perform Device Firmware Update Restore iPad Symptom Charts Power Issues 57 Deep Dive Is issue caused by accidental e The issue is not covered damage under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option Battery Will Not Charge IMPORTANT The USB port on a computer or other compatible accessories with charging capability may not provide enough power to sufficiently charge iPad This means that either it may take unusually long to fully charge iPad or the device may not charge at all Additionally the battery gauge is approximate Quick Check Battery will not charge Probe whether the customer charges iPad using the Battery charge icon 10W USB Power Adapter or another power source Other USB adapters will not provide enough power to does
35. ncludes a screen brightness slider that overrides the iPad screen brightness but only when iBooks is running Note There is a slight delay of a few seconds before the screen adjusts to ambient light this is by design it is not intended to be instantaneous e Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause restore the iPad to see if it fixes the problem restoring the iPad will remove all 3rd party applications from the device and reset the unit back to factory default settings iPad General Troubleshooting Sensors 51 Symptom Charts Power Issues Select a symptom from the list Dead Unit Battery Issues Intermittent Power Frozen iPad Battery Will Not Charge Battery Life Too Short Burnt Smell Odor 2010 05 27 iPad Symptom Charts Power Issues 52 Dead Unit Battery Issues Possible Causes No Power Dead Unit Will not power on Not charging from F power adapter Charge icon does not show fully charged Low battery charge Battery completely drained Black screen 2010 05 27 Check the Sleep Wake and Home buttons Are they damaged preventing the device from powering up Visually inspect iPad for any damage Check the 30 pin port for debris or corrosion Check 10W USB power adapter If you see the not charging text next to the battery icon the 10W USB adapter or connection is not providing eno
36. ntennas Remove third party Can t join network case and check Wi Fi again Verify Wi Fi is enabled and that you are connected to a Wi Fi network Tap Settings gt Wi Fi If Wi Fi is off turn it on by tapping the on off icon On iPad Wi Fi 3G verify Airplane Mode is not enabled Check the Wi Fi signal strength in the status bar or Wi Fi menu The more bars the stronger the signal Check Move closer to Wi Fi router or hotspot Locate and tap the Wi Fi network you want to join If the Wi Fi network is not displayed on iPad afar as an available option it may be a closed or orivate network This requires entering the name to join Check connection by using Safari to open a web page If you could previously connect to the network you might try forget this network to erase any network settings for that wi fi hotspot and try connecting again Restart Press and hold the Sleep Wake button until a red slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears If you can t restart the device Reset iPad 10 Reset network settings Settings gt General gt Reset gt Reset Network Settings 11 Go to Deep Dive 2010 05 27 iPad Symptom Charts Connectivity Issues 73 Deep Dive Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in t
37. nts dents greater than 4mm in length or a dent that causes the plastic ring around the glass surface to deform The product may be eligible for OOW paid service Corner dent resulting in multiple cracks 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 36 Excessive Damage or Disassembled Unit Any product that exhibits excessive damage caused by abuse or has been damaged as a result of disassembly is not covered under warranty and is not eligible for OOW paid service 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 37 2010 05 27 Effective iPad Troubleshooting IMPORTANT These steps are not effective for all iPad issues Apply only the steps necessary to isolate and resolve the issue The troubleshooting steps that apply to existing devices running the iPhone OS can also resolve most iPad operation connectivity and performance issues Click links below for detailed information on each topic Ensure latest software updates have been applied to the iPad and you are using the latest version of iTunes software Recharge Restart the device Reset the device Remove content from the device Reset Settings on the device Reinstall iTunes on your computer Restore the iPhone OS on the device Erase All Content and Settings on the device Recovery Mode Restore on the device Device Firmware Update DFU on the device iPad General Troubleshooting Effective iPad Troublesh
38. o alter functionality or capability without the written permission of Apple Consumable parts such as batteries or protective coatings designed to diminish over time unless damage has occurred due to a defect in materials or workmanship Damage caused by intentional separation opening or disassembly of enclosure Cosmetic damage from external causes including but not limited to dents abrasions scratches on case discoloration cracking peeling of metal or plastic parts of enclosure Important Failures due to material or foreign objects in the ports are not covered under the iPad warranty but may be eligible for OOW paid service Cosmetic blemishes caused by normal use are not covered under the iPad warranty Certain damage is ineligible for service including liquid damage catastrophic damage caused by abuse such as the device separating into multiple pieces and inoperability caused by unauthorized modifications iPad General Troubleshooting Visual Mechanical Inspection 29 Liquid Damage The iPad warranty excludes coverage for damage caused by liquid To help determine if an iPad has been in contact with liquid two liquid contact indicators LCIs are installed on the iPad at the following locations At the bottom of the headphone jack In the 30 pin connector port requires holding the product at a 45 degree angle to view Use a lighted otoscope to look into the headphone jack and 30 pin connector slot for activated LCIs They tu
39. ocedures and policy 08 April 2010 General Troubleshooting gt Visual Mechanical Inspection gt Updated Screen and Glass Inspection section and added images of activated Liquid Contact Indicators General Troubleshooting gt Dents Surface Damage Inspection gt Added link to graphic of the dent tool 922 8022 and animated graphic of using the dent tool 03 April 2010 iPad Apple Technician Guide released 27 January 2010 Product introduced 2010 05 27 iPad Manual Updates 6 Feedback We want your feedback to help improve this and future Technician Guides Please email any comments to smfeedback2 apple com 2010 05 27 iPad Feedback 7 Apple Technician Guide Basics iPad 2010 Apple Inc All rights reserved Overview Headphone jack Sleep wake Microphone Screen rotation lock L Volume updown Application icons Multi Touch screen Home Dock as O En Speaker connector E E Introducing the iPad a revolutionary device for browsing the web reading and sending email enjoying photos watching videos listening to music playing games reading e books and much more PARTIS Features a high resolution 9 7 inch LED backlit IPS in plane switching display Multi Touch screen for the larger iPad surface built in Wi Fi 802 11n and Bluetooth 21 EDR technology built in 25 watt hour rechargeable lithium polymer battery up to 10 hours of battery life on a single charge 3G cellular data acces
40. on If needed connect the iPad to a known good power adapter to charge for up to 20 minutes Go to step 3 Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer If no go to step 4 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Alert Messages 98 Uncategorized Symptom Quick Check Uncategorized Symptom Unable to locate appropriate symptom code 2010 05 27 iPad Symptom Charts Alert Messages 99 Apple Technician Guide Take Apart iPad 2010 Apple Inc All rights reserved Micro SIM Tray First Steps No first steps required Note For cellular data iPad Wi Fi 3G uses a micro SIM card also known as a third form factor or 3FF If you change cellular data carriers yo may need to remove the micro SIM card Tools SIM eject tool or the end of a paper clip 2010 05 27 iPad Take Apart Micro SIM Tray 101 Removal 1 Insert the end of the SIM eject tool into the hole on the SIM tray 2 Press firmly and push the tool straight in until the tray pops out If you don t have a SIM eject tool you can use the end of a paper clip 3 Remove micro SIM card from tray 2010 05 27 iPad Take Apart Micro SIMTray 102 Micro
41. ooting 38 2010 05 27 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 Refer to the following article for more information on charging the iPad battery http www apple com batteries ipad html Hot Charging ial i m Gontects iPad General Troubleshooting Effective iPad Troubleshooting 39 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
42. or PC using the Dock Connector to USB cable 3 Complete the onscreen instructions until iTunes displays the setup dialog 4 Check or uncheck the checkboxes to automatically sync songs videos applications or photos to iPad and then click Done Syncing Content Set up and sync content to iPad in iTunes the same way you would iPhone or iPod touch The iTunes Summary below and Books pane next page contain some differences that are exclusive to iPad iTunes Summary pane Checking Prefer standard definition videos on the Summary pane chooses standard definition over high definition formats when syncing video content to iPad Summary iPad Nae My Pal Capati 24 06 LA galimas Version Serial Humber YA TOCGELN Version Your iPad software is up te date Mure will puteenatizaly check for Chach for Update an uedate again on 3 11 10 If you are experiencing problems with your Gad you can restore iia Restore original settings by clicking Restore Options nf Open Tunes when this Pad is commected Prefer standard definition videos Convert higher bit rate tomga to 178 kbps AAC M Manually manage mutic and videos En rent Pad Euh ip Chants laiiacr Configure Universal Access iPad Basics Software Information 24 2010 05 27 lt __ Books pane Use the Books section on the Books pane to select your syncing options for audio books iBooks from the iBookstore and e books in ePub forma
43. our finger across the slider to turn off iPad To turn iPad on press and hold the Sleep Wake button until the Apple logo appears Reset Press and hold both the Sleep Wake button and the Home button at the same time for at least ten seconds until the Apple logo appears Go to Deep Dive 2010 05 27 iPad Symptom Charts Display Issues 90 Deep Dive Connect iPad to the computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer If no go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Display Issues 91 2010 05 27 Cracked Display Quick Check Cracked LCD Cracked Cover Glass Deep Dive The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option iPad Symptom Charts Display Issues 92 Display Rotation Not Working Quick Check Display rotation stopped working 2010 05 27 iPad Symptom Charts Display Issues 93 2010 05 27 Deep Dive The issue is not covered under warranty Check for out of warranty repair option Covered if under F2C If warranty sensor Check for out of or t tion warranty repair option F2A If button or switch
44. pen files or save data before the device powers off e 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 On off slee p wake Volume up down Home 2010 05 27 iPad General Troubleshooting Effective iPad Troubleshooting 41 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 e In the left column under Devices click on your iPad then select each tab to change the content that is synced e 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
45. ption The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Connectivity Issues 84 Display Issues Select a symptom from the list Bad Video Poor Image Multi Touch Screen Not Responding Ambient Light Sensor Issue Cracked Display Display Rotation Not Working 2010 05 27 iPad Symptom Charts Display Issues 85 Bad Video Poor Image Quick Check No video Distorted video Pixel anomalies No backlight Display won t respond Rainbow effect Poor image Bad contrast Horizontal Vertical lines White screen 2010 05 27 iPad Symptom Charts Display Issues 86 Deep Dive Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer If no go to step 2 Go to Step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Display Issues 87 Multi Touch Screen Not Responding Quick Check Multi Touch is slow to respond Isolated areas not responding Slider to turn on off not responding Erratic response to touch Home button not waking iPad Display turns on briefly and a battery icon flashes 2010 05 27 iPad Symptom Charts Di
46. r Windows refer to Device not recognized in iTunes for Windows and How to restart the Apple Mobile Device Service AMDS on Windows Try connecting the iPad to another computer Restart the computer and reconnect iPad Check for third party software conflicts Go to Deep Dive iPad Symptom Charts Connectivity Issues 65 2010 05 27 Deep Dive Clean or fix if possible Go to step 2 If not safe to connect USB cable the issue is not covered under warranty Check for out of warranty repair option Continue to charge for up to 10 minutes The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 7 gt i Yes Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Return iPad to customer If no go to step 4 a iPad Symptom Charts Connectivity Issues 66 Cannot Add or Play a Song Video or Other Item Quick Check Possible Causes Cannot add or play 1 Verify iPad has the latest software updates a song video or e Use iTunes to install the latest version of the iPhone OS Sa other item software i e Possible corrupt Use iTunes version 9 1 or later a song video or J Ver y content in question plays correctly in iTunes other media c ntent Could be a media issue such as a non supported format J Usin
47. ris in Ports 1 Use a lighted otoscope or magnifying glass to inspect the following for lint or other debris that may be causing issues e Headset jack Dock connector e Microphone and speaker 2 Remove debris if possible using an ESD brush If inspection indicates damage due to debris follow these guidelines e Resulting non operation malfunction damage or cosmetic damage is NOT covered under warranty e Resulting non catastrophic damage is eligible for OOW paid service 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 31 Screen and Glass Inspection Apple s policy is to replace products showing defects that are not the result of obvious external cause Visually inspect for crack s on screen or glass and follow these guidelines e A product exhibiting a single hairline crack without visible damage to the enclosure is eligible for covered warranty or APP repair service e A product exhibiting multiple cracks or a single crack with visible damage to the enclosure is eligible for OOW paid repair service Single hairline cracks with no enclosure damage 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 32 Multiple cracks with dings on corners 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 33 2010 05 27 Dents Surface Damage Inspection Apple s policy is to replace products showing defects that are not the result of obvious external ca
48. rn red on contact with liquid If an LCI is activated follow these guidelines Ask the customer whether the product has been in contact with liquid and if so did the issue with the product occur at or soon after that event If the customer confirms that the issue correlates with the product being in contact with liquid explain that failure caused by liquid contact is not covered under Apple s one year limited warranty or if applicable the AppleCare Protection Plan APP and deny coverage If there is clear evidence that the internal components of the product have been in contact with liquid for example the product is dripping with liquid or there is evidence of liquid or liquid residue behind the product display deny coverage Claims that are eligible for warranty or APP coverage and have not been denied as described in the above situations should be processed as normal Note An iPad with an issue caused by liquid contact is not eligible for OOW paid service Refer to About Liquid Damage and iPad at http support apple com kb HT4086 Activated LCI Images You may need to use an otoscope magnifying loupe and bright light to view the LCI at the bottom of the audio jack In the image below the LCI has turned red indicating liquid contact The LCls on the 30 pin port appear along the top of the port Look for a red or pinkish color 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 30 Deb
49. ry card for testing purposes iPhone stereo headset Anti static brush Anti static tweezers Compressed gas duster difluoroethane only with straw nozzle SIM eject tool or a paper clip No 1 size not jumbo Soft bristle toothbrush Micro fiber cloth Lighted otoscope or 4x lighted magnifying glass to check for Liquid Contact Indicator activation and for dirt debris or corrosion Dent tool 922 8022 iPad General Troubleshooting Tools 27 2010 05 27 Quick Reference Sheet When troubleshooting the iPad reference the quick fixes in the order listed IMPORTANT These steps are not effective for all iPad issues Apply only the steps necessary to isolate and resolve the issue Update to Latest Make sure the iPad has the latest software updates Software Use iTunes to check for the latest version of the iPhone OS Use iTunes version 9 1 or later Connect your iPad to the computer Select iPad in the Source List In the Summary panel click Check for Updates to see if there s a new version of the iPad software available Click Update to install the latest version Charge the Battery Connect to a power outlet using the included USB cable and 10W USB Power Adapter to charge the battery Do not charge via the computer port Note The iPad 30 pin USB cable is interchangeable with the iPod iPhone 30 pin USB cable Force Quit an Press and hold the Sleep Wake button on top of iPad for a few Application seconds unt
50. s chapter Warning This erases all content iPad General Troubleshooting Quick Reference Sheet 28 2010 05 27 Visual Mechanical Inspection Perform a visual mechanical inspection before troubleshooting to identify conditions and causes that may affect warranty coverage Tools Cotton gloves 922 1592 Soft ESD brush Lighted otoscope Dent tool 922 8022 Compressed gas duster difluoroethane only with straw nozzle iPad Warranty Coverage Apple covers defects in materials and workmanship on the iPad under normal use for a period of ONE 1 YEAR from the date of retail purchase by the original end user purchaser Apple s policy is to replace products showing defects that are not the result of an obvious external cause and to offer out of warranty OOW paid service for products exhibiting repairable damage The iPad warranty covers failures caused solely by manufacturing defects regardless of accidental or liquid damage Issues Not Covered Under the Warranty This warranty does not apply to Damage caused by use with non Apple products Damage caused by accident abuse misuse flood fire earthquake or other external causes Damage caused by operating the product outside the permitted or intended uses described by Apple Damage caused by service including upgrades and expansions performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider AASP A product or part that has been modified t
51. s for iPad WiFi 3G models powerful and efficient A4 chip designed by Apple Flash storage 16GB 32GB 64GB 30 pin connector for docking and charging built in speaker ultra thin 5 inches 13 4mm weight 1 5 pounds 068 kg Wi Fi model and 1 6 pounds 073 kg Wi Fi 3G model Battery results depend on settings usage and many other factors Actual results may vary 2010 05 27 iPad Basics Overview 9 Mac System Requirements e Mac computer with USB 2 0 port Mac OS X v10 5 8 or later iTunes 9 1 or later free download from www itunes com download iTunes Store account Internet access Windows System Requirements e PC with USB 2 0 port Windows 7 Windows Vista or Windows XP Home or Professional with Service Pack 3 or later iTunes 9 1 or later free download from www itunes com download iTunes Store account Internet access iPad Technical Specifications Refer the following links for latest system requirements for Mac and Windows supported languages media formats and technical details http www apple com ipad specs http support apple com specs ipad Technical Resources Other documents procedures and resources are needed and available from the following iPad Product Page Explains iPad features and technology http www apple com ipad iPad Support Page Offers information guides assistants and troubleshooting tips for iPad support topics http www apple com support ipad iPad User Guide Contains easy
52. splay Issues 88 Deep Dive The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Display Issues 89 Ambient Light Sensor Issue Quick Check Possible Causes Quick Check The screen does not dim or 1 Verify iPad has the latest software updates brighten appropriately with e Use iTunes to install the latest version of the change in lighting conditions iPhone OS software Remove third party screen protector or case and check again Verify nothing is blocking the sensor Verify that the Brightness setting Settings gt Brightness amp Wallpaper is set to Auto Brightness ON and that the Brightness level is set near the middle of the slider Press the Home button to return to the Home screen then press the Sleep Wake button to lock iPad Test the sensor In a bright light environment cover the top third of iPad display to block light then press the Sleep Wake button or the Home button to wake iPad Slide the slider to unlock iPad Notice brightness of the screen and application icons they should be dimmed Uncover top of the display and in a few moments the display will brighten Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Restart Press and hold the Sleep Wake button until a red slider appears Slide y
53. t downloaded from the Internet Note The books available for sale through the iBooks app will only be available for US customers or customers who have a US Store account E All baaki Lalpeteg Booka La The Authorized Ender Corn pain Os Fa Gries HO Gid amp late Macs TA Li The Lord Protetterdapos s Daughter F Lh Magen l LA The Fostmistress Li Fikr Governing the Sed Igp irom Ae Tunai App More to pead Goo oon Bei Sail Li The Midnight Haute Alia Berre i The Red Dragon amp The West Wind Lae a amp The Giris of Lighthouss Lane 2 Roses Story mai Kiria T M One Recki ss Summer too Blake If Signatura in the Cell phen Meuri For more information on syncing refer to Kbase article Syncing iPad iPhone or iPod touch with iTunes iPad Basics Software Information 25 Apple Technician Guide Troubleshooting iPad 2010 Apple Inc All rights reserved 2010 05 27 General Troubleshooting Tools To use and test iPad you will need the following Visual Mechanical Inspection instructions Latest software updates installed Use iTunes to install the latest version of the iPhone OS software iTunes version 9 1 or later Wi Fi network Dock 30 pin to USB cable iPod iPhone 30 pin USB cable is interchangeable Keyboard Dock iPad 10W USB Power Adapter Camera Connection Kit Camera Connector and SD Card Reader SD Secure Digital memo
54. the following locations At the bottom of the headphone jack In the 30 pin connector port requires holding the product at a 45 degree angle to view Use a lighted otoscope to look into the headphone jack and 30 pin connector slot for activated LCls They turn red on contact with liquid 2010 05 27 iPad Basics Hardware Information 20 Micro SIM Card For cellular data iPad WiFi 3G uses a micro SIM card Changing cellular data carriers for an iPad WiFi 3G requires changing the mico SIM card Note iPhone SIM cards are not compatible with iPad WiFi 3G and are physically larger than iPad micro SIM cards 89044404 PME Micro SIM Service Strategy Micro SIM cards are replaceable by the cellular carrier If iPad WiFi 3G requires a SIM replacement refer the customer to the carrier Micro SIM Tray The SIM tray is available as a service part 922 9553 2010 05 27 iPad Basics Hardware Information 21 Removing the Micro SIM Card When troubleshooting iPad WiFi 3G connectivity you may need to remove the micro SIM card to check for damage or other issues To remove the card do the following 1 Insert the end of the SIM eject tool into the hole on the SIM tray 2 Press firmly and push the tool straight in until the tray pops out If you don t have a SIM eject tool you can use the end of a paper clip 3 Pull out the SIM tray and remove the micro SIM card from the tray micro SIM card
55. the iTunes store Key Points Damaged unusable or incorrectly formatted content can cause applications to unexpectedly quit e If an application continues to unexpectedly quit after a restart remove the content associated with the application e Use iTunes to remove content from the device test the application with no content and then test with known good content e Contact and Calendars Create a new contact or calendar on the device e Music Video Podcasts Use QuickTime sample files or a free song of the week from the iTunes Store 2010 05 27 iPad General Troubleshooting Effective iPad Troubleshooting 42 Reset Settings Resetting device settings using Settings gt General gt Reset gt 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 e Wi Fi network settings e Location warnings e Home screen layout e Passcode restrictions Fetch New Data settings e Built in application settings e Keyboards and dictionaries Brightness sound auto lock and volume levels To Reset iPad Settings From the Home screen choose Settings gt General gt Reset gt Reset All Settings All the preferences are reset but no data or media is deleted Reset Reset All Settings i Erase All Content and Settings Settings EA Wi Fi Ort Se Brightness amp Wallpaper ik Picture Fram
56. tinues to crash consult application developer The iPad continues to intermittently shutdown when connected to 10W USB power adapter Go to step 4 This may be a software bug and should be reported to Technial Service Provider Support TSPS Go to step 5 Replace iPad e Check warranty coverage e Check for out of warranty repair option Restart troubleshooting from step 1 2010 05 27 iPad Symptom Charts Power Issues 56 Possible Causes Aono Store 2010 05 27 Frozen iPad iPad frozen at Apple logo Does not return to Home screen after pressing Home button Does not wake from sleep after pressing Sleep Wake button Unable to Slide to Unlock or Slide to Power Off If there s no video verify that it has enough charge to turn on Connect iPad to the 10W USB Power Adapter with the Dock Connector to USB Cable Charge for at least 10 minutes Note The iPad 30 pin USB cable is interchangeable with the iPod iPhone 30 pin USB cable If the screen displays a red battery icon let it continue to charge until it turns on Check applications If a single application is not responding or freezes when it opens force it to close Press and hold the Sleep Wake button until the red slider appears When the red slider appears release the Sleep Wake button Instead of dragging the red slider press and hold the Home button for six seconds If the device does not return to the Home scree
57. ugh power to charge the iPad Test with a known good 10W USB power adapter Check USB cable Remove USB hubs Plug iPad directly into computer s USB port Test with known good cable Note The iPad 30 pin USB cable is interchangeable with the iPod iPhone 30 pin USB cable Make sure the iPad has the latest software updates Use iTunes to check for the latest version of the iPhone OS Charge iPad battery Connect to a power outlet and charge with known good iPad 10W USB Power Adapter for 10 minutes Reset Press and hold the Sleep Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears Restore Restore iPad with iTunes This restores the iPhone OS Click on Restore in the Summary tab If you can t Restore go to Recovery Mode If you can t Recover the iPad go to next step Perform Device Firmware Update Restore Go to Deep Dive iPad Symptom Charts Power Issues 53 Deep Dive Educate customer on battery performance and charging battery Go to step 2 The issue is not covered under warranty Check for out of warranty repair option Covered if under warranty Check for out of warranty repair option 2010 05 27 iPad Symptom Charts Power Issues 54 Intermittent Power Quick Check Possible Causes Symptom iPad won t stay powered on iPad powers on then crashes Display appears then iPad shuts down Unable to power on w
58. use Surface Dents Use dent tool 922 8022 to check and verify the surface enclosure for dent damage For a single dent place the dent tool with the 1mm needle in the dent hole For units with more than one dent where the 1mm needle will not lie flat in the deepest dent use the 0 33mm needle on the second deepest dent e Ifthe tool lies flat on the surface no rocking do not exchange the product under warranty The product may be eligible for OOW paid service e If the dent tool does not lie flat process the warranty claim as normal including if necessary replacing the product For more information on the iPad iPod dent inspection tool refer to Measurements and Demonstration of Tool Surface dent a result of obvious abuse iPad General Troubleshooting Visual Mechanical Inspection 34 Surface scratches CET ra i te Fatal yd fe i te Len L E mat yaaa at athe te P I e n I F TE 1 F 7 E ces P fl Sete he CET T4 E e pad LT ih 1e aS a T CRESS ae ren da d 7 Ww ntl Lie Ti a ER heart Pia eee th at ie pa ae OE Bi a hn be SEE ee RER Serre Eur 2010 05 27 iPad General Troubleshooting Visual Mechanical Inspection 35 lt Side or Corner Dents If the product has no more than one dent of 4mm length or less process the warranty claim as normal including if necessary replacing the product Do not exchange under warranty a product with multiple de
59. warranty Check for out of warranty repair option E un Yes Connect iPad to computer In the left column under Devices click on your iPad then click on Restore in the Summary tab Fixed Return iPad to customer If no go to step 4 o B m iPad Symptom Charts Connectivity Issues 68 Audio Issues Quick Check No audio through headphones 1 Adjust volume setting with volume buttons Audio distorted e verify music audio is not paused Sound from only one channel e check the Volume Limit setting Settings gt in headset Music gt Volume Limit Microphone distorted Verify headset is pushed in all the way into No sound from speaker connector Verify Mono Audio option setting is not enabled for those who don t require it This setting forces stereo left and right channels to be mixed into both ears check Settings gt General gt Accessibility Make sure iPad case or plastic protective film is not covering speaker or microphone Remove case or protective film and test again Check that the speaker grilles headphone jack and mic are not clogged with lint or other debris Use a clean small dry soft bristled brush to clean out the holes and speaker grilles Try known good compatible headset Use compressed gas duster with the straw attached to blow out debris Go to Deep Dive Deep Dive em tear en Lee 1 Check headphone jack Clean or fix if possible
60. y a Song Video or Other Item Audio Issues Headphone Issues Wi Fi Not Functioning Cannot Connect to Cellular Data Network on iPad WiFi 3G Photos and Videos Not Importing Keyboard Dock Standalone Dock Not Functioning Apple Wireless Keyboard Not Functioning TV Out Video Out Not Functioning 2010 05 27 iPad Symptom Charts Connectivity Issues 64 ITunes Sync issues iPad is not recognized in iTunes iPad not syncing Possible Causes a Tunes 2010 05 27 Quick Check If using just the iPad 30 pin connector ensure cable is attached securely to iPad Connect iPad to a USB port that is built into the computer instead of the keyboard or an external USB hub Try a different USB port on computer Verify iPad has the latest software updates Use iTunes to install the latest version of the iPhone OS software Use iTunes version 9 1 or later Charge the iPad Connect iPad to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes Disconnect other USB devices from your computer and connect iPad to a different USB 2 0 port on your computer not on your keyboard Restart Press and hold the Sleep Wake button until a red Slider appears Slide your finger across the slider to turn off iPad Turn iPad on by pressing and holding the Sleep Wake button until the Apple logo appears Download and install or reinstall the latest version of 9 10 11 12 iTunes Fo

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