Apple ipad 1st generation User Manual
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iPad General Troubleshooting — Effective iPad Troubleshooting 41 2010-12-09 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 iOS 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 iOS 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 Troubleshooting 42 2010-12-09 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 If either of these screens are present, keep iPad connected so it continues charging.
iPad General Troubleshooting — Effective iPad Troubleshooting 43 2010-12-09 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 iOS and applications use a combination of CPU and memory (RAM) resources. A device restart can be an effective troubleshooting step in situations where sufficient CPU and RAM resources are unavailable. A restart can quickly resolve a wide range of issues, including: • Applications unexpectedly quit. • Battery life is shorter than expected. • Hardware is not performing as expected. • Interface or applications are slow to respond. • iTunes does not recognize or sync with the device. To restart the iPad: 1. Press and hold the Sleep/Wake button until a red slider appears. 2. Slide your finger across the slider to turn off iPad. 3. To turn iPad on, press and hold the Sleep/Wake button until the Apple logo appears. Note: If you cannot restart the device because it is unresponsive, a reset (next page), is an appropriate troubleshooting step.
iPad General Troubleshooting — Effective iPad Troubleshooting 44 2010-12-09 Reset If the device is unresponsive and restart does not work, the next option is to reset it. A reset resolves only one specific issue: an unresponsive device you cannot restart. Key Points: • Reset only when you can’t restart the device normally. • A reset removes all power for a fraction of a second to power off the device. • A reset does not close open files or save data before the device powers off. • A reset can potentially cause file or operating system damage, requiring a restore. To Reset the iPad: Press and hold both the Sleep/Wake button and the Home button for at least ten seconds, until the Apple logo appears.
iPad General Troubleshooting — Effective iPad Troubleshooting 45 2010-12-09 Remove Content Removing content is effective for software issues related to content that has been synced or downloaded. Note: Removing content requires the customer’s computer and password to enter the iTunes account. If you have access to the computer the device originally syncs with, try selectively removing recently added content or any content that is not working as expected, such as applications, contacts, calendars, songs, photos, videos, or podcasts. If you do not have access to the computer the device originally syncs with, try Erase All Content and Settings. Important: Verify customer has backed up all data before performing either step. To Remove content: • Connect iPad to a computer and use iTunes to change the sync settings. • In the left column under Devices, click on your iPad, then select each tab to change the content that is synced. • When you are finished, click Apply (or Sync) in the lower right corner of the screen. If an application isn’t working as expected, try removing the application and reinstalling from the iTunes store. Key Points • Damaged, unusable, or incorrectly formatted content can cause applications to unexpectedly quit. • If an application continues to unexpectedly quit after a restart, remove the content associated with the application. • Use iTunes to remove content from the device, test the application with no content, and then test with known-good content. • Contact and Calendars: Create a new contact or calendar on the device. • Music, Video, Podcasts: Use QuickTime sample files or a free “song of the week” from the iTunes Store.
iPad General Troubleshooting — Effective iPad Troubleshooting 46 2010-12-09 Reset Settings Resetting device settings using Settings > General > Reset > Reset All Settings, does not reset all interface and application settings. This step is effective only for settings involving the device interface and built-in applications, including: • Wi-Fi network settings • Location warnings • Home screen layout • Passcode/restrictions • Fetch New Data settings • Built-in application settings • Keyboards and dictionaries • Brightness, sound, auto-lock and volume levels To Reset iPad Settings: From the Home screen choose Settings > General > Reset > Reset All Settings. All the preferences are reset, but no data or media is deleted.
iPad General Troubleshooting 47 2010-12-09 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 iOS. 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 iOS 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/HT1923 • Removing and Reinstalling iTunes, QuickTime, and other software components for Windows XP, http://support.apple.com/kb/HT1925
iPad General Troubleshooting 48 2010-12-09 Restore the iOS on the Device A restore returns the device software to factory condition, providing a clean installation for troubleshooting Key Points • A restore erases all user content, settings, and operating system files, and then reinstalls only the operating system. • A restore is time-consuming, especially if you have to download the restore package and/or resync content. • The restore package is approximately 250 MB and can take a long time to download on slow networks. • When the restore is complete, test the device before restoring a backup or syncing content. • Note: Do not set up as a new device, as this can erase previous backups. Copy or rename the backup folder before proceeding; location of this folder is listed in Knowledge Base article HT1414, “Backing Up, updating, and restoring your iPhone and iPod touch software.” To restore your iPad: 1. Make sure you are using the latest version of iTunes. 2. Connect iPad to the computer. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings. 3. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Note: Restore will delete all media and data. All settings will be reset as well.
iPad General Troubleshooting 49 2010-12-09 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.
iPad General Troubleshooting 50 2010-12-09 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. • 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. • 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 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. • 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.