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.
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
Software Information 23 iPhone OS 3.
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 Ambient Light Sensor Issue 90 Cracked Display 92 Display Rotation Not Working 93 Uncategorized Symptom 94 88 Software Issues 95 Applications Issu
Manual Updates 27 May 2010 • General Troubleshooting>Connectivity Symptom Chart> Updated symptom “Cannot Connect to Cellular Data Network on iPad Wi-Fi + 3G 18 May 2010 • • Basics>Hardware Information> Added new topics: Liquid Contact Indicators, Micro-SIM Tray, and Removing the Micro-SIM card.
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Apple Technician Guide Basics iPad © 2010 Apple Inc. All rights reserved.
Overview 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. Identifying 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 2.
Mac System Requirements • • • • • 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 • • • • • 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.
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 2010-05-27 iPad Basics — Overview 11
On iPad’s “About” screen 2010-05-27 iPad Basics — Overview 12
On iTunes Summary panel 2010-05-27 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 ord
Hardware Information Physical Controls 2010-05-27 Physical Controls Function 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 • Press the controls to turn the iPad v
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.
Audio iPad has multiple audio input and output options, as described below: InPut/Output Function 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 microphone The headphone jack supports compatible stereo headphones/headsets with microphone.
Wireless Connectivity With iPad you can use the following wireless technologies and Location Services. iPad Model Wireless and Cellular Wi-Fi • • Wi-Fi (802.11a/b/g/n) Bluetooth 2.1 + EDR technology • 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.
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). The lock indicator appears next to the battery indicator, in the top right corner.
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: 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.
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. 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.
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.
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.
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 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.
• 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 format 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. For more information on syncing, refer to Kbase article: Syncing iPad, iPhone, or iPod touch with iTunes.
Apple Technician Guide Troubleshooting iPad © 2010 Apple Inc. All rights reserved.
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.
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. Quick Fix Action Update to Latest Software Make sure the iPad has the latest software updates -- 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.
Visual Mechanical Inspection Perform a visual mechanical inspection before troubleshooting to identify conditions and causes that may affect warranty coverage.
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 turn red on contact with liquid.
Debris in Ports 1. Use a lighted otoscope or magnifying glass to inspect the following for lint or other debris that may be causing issues: • Headset jack • Dock connector • Microphone and speaker 2. Remove debris, if possible, using an ESD brush. If inspection indicates damage due to debris, follow these guidelines: • Resulting non-operation, malfunction, damage, or cosmetic damage is NOT covered under warranty. • Resulting non-catastrophic damage is eligible for OOW paid service.
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: • A product exhibiting a single hairline crack without visible damage to the enclosure is eligible for covered (warranty or APP) repair service. • A product exhibiting multiple cracks or a single crack with visible damage to the enclosure is eligible for OOW paid repair service.
Multiple cracks with dings on corners: 2010-05-27 iPad General Troubleshooting — Visual Mechanical Inspection 33
Dents/Surface Damage Inspection Apple’s policy is to replace products showing defects that are not the result of obvious external cause. 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.
Surface scratches: 2010-05-27 iPad General Troubleshooting — Visual Mechanical Inspection 35
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 dents, 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.
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.
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.
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.
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.
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.
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.
Reset Settings Resetting device settings using Settings > General > Reset > Reset All Settings, does not reset all interface and application settings.
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.
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.
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 will do. Note: Sync iPad with iTunes before erasing to back up your most recent data and settings. From the Home screen choose Settings > General > Reset > Erase All Content and Settings.
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 • Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device.
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. 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.
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: • 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.
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).
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: 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.
Symptom Charts Power Issues Select a symptom from the list: • Dead Unit / Battery Issues 2010-05-27 • Intermittent Power • Frozen iPad • Battery Will Not Charge • Battery Life Too Short • Burnt Smell / Odor iPad Symptom Charts — Power Issues 52
Dead Unit, Battery Issues Possible Causes: Symptom Quick Check No Power / Dead Unit • Will not power on • Not charging from power adapter • Charge icon does not show fully charged • Low battery charge • Battery completely drained • Black screen 1. Check the Sleep/Wake and Home buttons. Are they damaged, preventing the device from powering up? 2. Visually inspect iPad for any damage. 3. Check the 30-pin port for debris or corrosion. 4. Check 10W USB power adapter.
Deep Dive Check Result Action Code 1. Refer to the iPad battery page in the iPad User Guide. Yes Educate customer on battery performance and charging battery. Issue resolved? No Go to step 2. 2. Is issue caused by accidental damage? Yes The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option.
Intermittent Power Quick Check Possible Causes: Symptom Quick Check • 1. Check for interference from a third-party accessory (case or other accessory). • • • • iPad won’t stay powered on iPad powers on, then crashes Display appears, then iPad shuts down Unable to power on with Sleep/Wake button Unexpected power off 2. Check the Sleep/Wake and Home buttons. Are they damaged, preventing the device from powering up? 3. Visually inspect iPad for any damage. 4.
Deep Dive Check Result Action 1. Remove the application and re-download using iTunes on a supported computer. Yes Note: If the issue occurs only when using a third-party application, remove content and report a problem. Issue resolved, go to step 2. No If application continues to crash, consult application developer. 2. Restore iPad. Do not load any third party applications. Verify the intermittent shutdown continues to occur. Yes Intermittent shutdown continues. Go to step 3. No Issue resolved.
Frozen iPad Possible Causes: Symptom Quick Check • • 1. 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.
Deep Dive Check Result Action Is issue caused by accidental damage? Yes • • No • • Code 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. F7A 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.
Deep Dive Check Result Action 1. Verify using a known good 10W power adapter and USB cable resolves the issue. Yes Isolate the faulty component and replace. No Go to step 2. Yes • 2. Is issue caused by accidental damage? • No 2010-05-27 • • Code 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.
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 or user-replaceable. Apple offers a battery replacement service for iPad.
Deep Dive Check Result Action 1. Run battery performance tests: • Reset All Settings • Turn off Wi-Fi and Bluetooth (Wi-Fi models only) • Enable Airplane Mode (Wi-Fi + 3G models only) • Set Brightness to 100% • Disable Auto-Lock in Settings menu • Play a video and set it to repeat Yes Return device to customer. No Device not performing within spec. Go to step 3. Yes Clean or fix if possible. Go to step 2. Code Issue solved? 2.
Burnt Smell / Odor Quick Check Possible Causes: Symptom Quick Check Burnt Smell / Odor Disconnect the iPad from the iPad Dock, iPad Keyboard Dock, computer, or iPad 10W USB power adapter. iPad emits an odor or smell of smoke. Deep Dive Check Result Action 1. Are accessories, USB cable, and 30-pin connector on iPad burnt or damaged? Yes 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.
Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Verify whether existing symptom code applies to the issue reported by the customer. If not, document reported symptom and send feedback to smfeedback@apple.com stating that a suitable symptom code could not be found.
Connectivity Issues Select a symptom from the list: • iTunes Sync issues 2010-05-27 • Cannot Add or Play 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 iPad Symptom Charts — Connectivity Issues 64
iTunes/Sync issues Possible Causes: Symptom Quick Check • 1. If using just the iPad 30-pin connector, ensure cable is attached securely to iPad. • iPad is not recognized in iTunes iPad not syncing 2. Connect iPad to a USB port that is built into the computer instead of the keyboard or an external USB hub. 3. Try a different USB port on computer. 4. 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 5.
Deep Dive Check Result Action 1. Check dock for debris, contamination, corrosion, or damage. Yes Clean or fix if possible. Go to step 2. Code If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. 2. iPad shows low-battery icon after 10 seconds. 3. Restore iPad with iTunes. (This restores the iPhone OS.) Note: This will delete all media and data. All settings will be reset as well.
Cannot Add or Play a Song, Video, or Other Item Quick Check Possible Causes: Symptom Quick Check • 1. 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 • Cannot add or play a song, video, or other item Possible corrupt song, video, or other media content 2. Verfiy content in question plays correctly in iTunes. 3. Could be a media issue, such as a non-supported format.
Deep Dive Check Result Action 1. Check dock for debris, contamination, corrosion, or damage. Yes Clean or fix if possible. Go to step 2. Code If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. 2. Able to connect a known good USB cable to iPad? 3. Restore iPad with iTunes. (This restores the iPhone OS.) No Go to step 2. Yes Go to step 3. No Go to step 4. Yes Connect iPad to computer.
Audio Issues Quick Check Possible Causes: Symptom Quick Check • • • 1. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) • • No audio through headphones Audio distorted Sound from only one channel in headset Microphone distorted No sound from speaker 2. Verify headset is pushed in all the way into connector. 3. Verify “Mono Audio” option setting is not enabled (for those who don’t require it).
2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. 3. Restore iPad with iTunes. (This restores the iPhone OS.) 4. Is issue caused by accidental damage? Yes Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Go to step 3. No Go to step 4. 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. No Go to step 4.
Headphone Issues Quick Check Possible Causes: Symptom Quick Check • • • 1. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) • No audio through headphones Audio distorted Sound from only one channel in headset Unable to listen to music 2. Verify headset is pushed in all the way into connector. 3. Verify “Mono Audio” option setting is not enabled (for those who don’t require it).
2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. Yes Go to step 3. No Go to step 4. 3. Restore iPad with iTunes. (This restores the iPhone OS.) 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. No Go to step 4. Yes The issue is not covered under warranty. 4. Is issue caused by accidental damage? Check for out-of-warranty repair option.
Wi-Fi Not Functioning Symptom Quick Check • 1. 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 Possible Causes: • • • Unable to connect to a Wi-Fi network Unable to locate a nearby Wi-Fi network Unable to access the internet Can’t join network 2. Check that possible third party iPad case not interferring with antennas. Remove third party case and check Wi-Fi again. 3.
Deep Dive Check Result Action 1. Restore iPad with iTunes. (This restores the iPhone OS.) Yes Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings Code Fixed? Return iPad to customer. If no, go to step 2. 2.
Cannot Connect to Cellular Data Network on iPad Wi-Fi + 3G Symptom Quick Check • 1. Restart iPad Wi-Fi + 3G: • 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 it.
2. Remove micro-SIM card and check for debris, corrosion, or damage. Does the card or tray exhibit signs of debris, corrosion, exposure to liquid, or damage? Yes - 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. No Go to step 3. 3. Reinstall original micro-SIM card.
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 readers. iPad supports importing photos and videos from these devices. Possible Causes: Symptom Quick Check • • 1. Check iPad has the latest software updates • Use iTunes to install the latest version of the iPhone OS software • Use iTunes version 9.
Deep Dive Check Result Action 1. Note: Check camera/cards compatibility. Not all camera/ cards will be compatible. Yes Directly connect a digital camera via USB (do not use hubs or other USB devices with the connector). Check Camera Connector or SD Card reader for debris, contamination, corrosion, or damage. Code Clean or fix if possible. Go to step 2. Check for out-of-warranty repair option. No Go to step 2. 2.
Keyboard Dock/Standalone Dock Not Functioning Quick Check Possible Causes: Symptom Quick Check • • • 1. 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 • Keyboard dock not recognized Typing issues iPad does not charging while in dock Powered speakers not working 2. Remove iPad Case when using Dock or Keyboard Dock. 3. Ensure iPad is properly positioned and fully docked on connector. 4.
Deep Dive Check Result Action 1. Verify USB cable connects firmly to iPad. Yes Clean or fix if possible. Go to step 2. Code Check for out-of-warranty repair option. 2. Is issue caused by accidental damage? No Go to step 2. Yes The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty. Check for out-of-warranty repair option.
Apple Wireless Keyboard Not Functioning Quick Check Possible Causes: Symptom Quick Check • • 1. Ensure compatibility with iPad of accessory being used. Only the Apple Wireless Keyboard is supported. Refer to the Apple Store for supported Apple Wireless Keyboard. Keyboard not recognized Certain applications not responding to typing 2. 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 3. Check Settings.
Deep Dive Check Result Action 1. Check that wireless keyboard is supported with iPad. Only the Apple Wireless Keyboard is supported. Yes Covered if under warranty. Supported? Code Check for out-of-warranty repair option. No Go to step 2. Yes The issue is not covered under warranty. Note: The original Apple Wireless Keyboard (pre-2007) is not supported.
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, and Keynote slide shows. Possible Causes Symptom Quick Check • 1. Ensure compatibility with iPad of accessory being used. • Unable to play content on television Projector unable to display content 2.
Deep Dive Check Result Action 1. Attempt to isolate issue to the component or composite cables (accessories). Yes Check if covered if under warranty. Code Check for out-of-warranty repair option. Issue resolved? No Covered if under warranty. Check for out-of-warranty repair option. 2. Is issue caused by accidental damage? Yes The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty. F5E Check for out-of-warranty repair option.
Display Issues Select a symptom from the list: • Bad Video/Poor Image 2010-05-27 • Multi-Touch Screen Not Responding • Ambient Light Sensor Issue • Cracked Display • Display Rotation Not Working iPad Symptom Charts — Display Issues 85
Bad Video/Poor Image Quick Check Symptom Quick Check • • • • • • • • • • 1. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iPhone OS software No video Distorted video Pixel anomalies No backlight Display won’t respond Rainbow effect Poor image Bad contrast Horizontal/Vertical lines White screen 2. Try rotating the iPad to confirm if it’s a media, display, pixel, or software issue. 3. For pixel anomalies, refer to About LCD display pixel anomalies article.
Deep Dive Check Result Action 1. Restore iPad with iTunes. (This restores the iPhone OS.) 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. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 2. Is issue caused by accidental damage? If no, go to step 2. No Go to Step 2.
Multi-Touch Screen Not Responding Quick Check Symptom Quick Check • • • 1. Clean iPad screen. • • • 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 2. Rule out environmental causes by checking for gloves, styluses, and protective films or cases. 3. Restart: • Press and hold the Sleep/Wake button until a red slider appears.
Deep Dive Check Result Action Code Is issue caused by accidental damage? Yes The issue is not covered under warranty. F1B Check for out-of-warranty repair option. No Covered if under warranty. Check for out-of-warranty repair option.
Ambient Light Sensor Issue Quick Check Possible Causes: Symptom Quick Check • 1. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iPhone OS software The screen does not dim or brighten appropriately with change in lighting conditions 2. Remove third party screen protector or case and check again. Verify nothing is blocking the sensor. 3.
Deep Dive Check Result Action 1. Restore iPad with iTunes. (This restores the iPhone OS.) Yes 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. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 2. Is issue caused by accidental damage? Code If no, go to step 2.
Cracked Display Quick Check Symptom Quick Check • • 1. Determine whether there is a safety issue, such a glass fragments. Do not perform procedures that can be a safety risk to you or the customer. Cracked LCD Cracked Cover Glass 2. Go to Deep Dive. Deep Dive Check Result Action Is issue caused by accidental damage? Yes The issue is not covered under warranty. Code Check for out-of-warranty repair option. No Covered if under warranty. Check for out-of-warranty repair option.
Display Rotation Not Working Quick Check Symptom Quick Check • 1. Slide the Screen Rotation Lock switch and try to rotate iPad again. Display rotation stopped working 2. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 3. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad.
Deep Dive Check Result Action Is issue caused by accidental damage? Yes The issue is not covered under warranty. Code Check for out-ofwarranty repair option. No Covered if under warranty. F2C (If sensor) Check for out-ofwarranty repair option. or F2A (If button or switch) Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Verify whether existing symptom code applies to the issue reported by the user.
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 Symptom Quick Check • • 1. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iPhone OS software • • Unable to sync applications Application not working as it should Irregular behavior Application open and return immediately to Home screen 2.
Deep Dive Check Result Action 1. Restore iPad with iTunes. (This restores the iPhone OS.) Yes 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. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 2. Is issue caused by accidental damage? Code If no, go to step 2.
Alert Messages Alert Messages Appear on iPad Screen or iTunes Quick Check Possible Causes Symptom Quick Check • 1. Read the alert to determine the issue. Many alerts provide additional information or links to resolve the issue • • “Use iTunes to Recover” window Error messages on the iPad Error message in iTunes 2. Perform visual inspection: • Check for debris in dock • Check adapter connector 3.
Deep Dive Check Result Action 1. Check dock for debris, contamination, corrosion, or damage. Yes Clean or fix if possible. Go to step 2. Code If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. 2. Able to connect a known good USB cable to iPad. 3. Restore iPad with iTunes. This restores the iPhone OS. Note: This will delete all media and data. All settings will be reset as well.
Uncategorized Symptom Quick Check Symptom Quick Check Uncategorized Symptom Verify whether existing symptom code applies to the issue reported by the user. If not, document reported symptom and send feedback to smfeedback@apple. com stating that a suitable symptom code could not be found.
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.
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.
Micro-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 card. Removal Use your finger to remove the micro-SIM from the tray.
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 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 Views 111
