Apple ipad 1st generation User Manual

							iPad Symptom Charts — Power Issues 61 2010-12-09
Frozen iPad
SymptomQuick Check
• 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”
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.
2.  If the screen displays a red battery icon, let it 
continue to charge until it turns on.
3. 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 
screen, see the steps below to restart.
4.  Check if a third party case is being used and 
causing the iPad to overheat and freeze.
5. 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
6.  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.
7. Restore:
• Restore iPad with iTunes. 
• If you can’t restore, go to Recovery Mode
8.  Perform Device Firmware Update Restore.
Possible Causes:  
						

							iPad Symptom Charts — Power Issues 62 2010-12-09
Deep Dive
CheckResultActionCode
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.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. 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
SymptomQuick Check
• Battery will not charge
• Battery charge icon 
does not show fully 
charged
• Not charging from 10W 
USB power adapter
1. 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.
2.  Perform a visual inspection. Check cables, Dock, 30-pin 
connector are clean and free of defects. 
3. Charge iPad battery
• Connect to a power outlet and charge with iPad 
10W USB Power Adapter for 10 minutes
4.  Check iPad has the latest software updates
• Use iTunes to install the latest version of the iOS 
software 
5. 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.
Possible Causes:  
						

							iPad Symptom Charts — Power Issues 63 2010-12-09
Deep Dive 
CheckResultActionCode
1. Verify using a known 
good 10W power 
adapter and USB cable 
resolves the issue.
YesIsolate the faulty component 
and replace.
NoGo 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.
F5A  
						

							iPad Symptom Charts — Power Issues 64 2010-12-09
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.  
**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
SymptomQuick Check
• Battery runs out of 
power very quickly
• Short play time
• Short battery life
• Does not hold charge
1. Refer to “Charging the Battery” in the iPad User Guide.
2.  Gather details on device usage. Check Settings. Common 
factors that affect battery life include:
• Cellular data
• Wi-Fi
• Bluetooth
• Equalizer
• Brightness
• Temperature
• Software version
• Fetch Data/Push
• Location Services
• Low or no service areas ( Wi-Fi + 3G model only)
• Third-party applications
3. Check the status bar indicator. It reflects the remaining 
battery life, including battery percentage. Turn on the 
battery percentage indicator using Settings > General 
( Wi-Fi models) or Settings > General > Usage ( Wi-Fi + 
3G models).
4.  Check that the iPad 10W USB Power Adapter is being 
used to charge the iPad.
5. 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 battery or hardware issue.
6.  Go to Deep Dive.
Possible Causes:  
						

							iPad Symptom Charts — Power Issues 65 2010-12-09
Deep Dive 
CheckResultActionCode
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
Issue solved?
YesReturn device to customer.
NoDevice not performing within 
spec. Go to step 3.
2.  Check power adapter, dock, 
and 30-pin connector port 
for debris, contamination, 
corrosion, or damage.
YesClean 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.
NoGo to step 2.
3. Is issue caused by accidental 
damage?  
YesThe issue is not covered 
under warranty.
Check for out-of-warranty 
repair option.
NoCovered if under warranty
Check for out-of-warranty 
repair option.
F3A  
						

							iPad Symptom Charts — Power Issues 66 2010-12-09
Burnt Smell / Odor
Quick Check
SymptomQuick Check
Burnt Smell / Odor
iPad emits an odor or smell of 
smoke.
Disconnect the iPad from the iPad Dock, iPad 
Keyboard Dock, computer, or iPad 10W USB power 
adapter.
Deep Dive
CheckResultActionCode
1. Are accessories, USB cable, and 
30-pin connector on iPad burnt 
or damaged?
YesDetermine 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.
NoVerify iPad functions with 
known-good accessories, USB 
cable.  Go to step 2.
2.  Is issue caused by accidental 
damage?  
YesThe issue is not covered 
under warranty.
Check for out-of-warranty 
repair option.
NoCovered if under warranty
Check for out-of-warranty 
repair option.
F9A
Possible Causes:  
						

							iPad Symptom Charts — Power Issues 67 2010-12-09
Uncategorized Symptom
Quick Check
SymptomQuick Check
Uncategorized Symptom
Unable to locate appropriate 
symptom code
Verify whether existing symptom code applies 
to the issue reported by the customer. If not, 
document reported symptom and send feedback 
to [email protected] stating that a suitable 
symptom code could not be found.  
						

							iPad Symptom Charts — Connectivity Issues 68 2010-12-09
Connectivity Issues
• Wi-Fi Not Functioning
• Cannot Connect to Cellular Data Network on iPad WiFi + 3G  
						

							iPad Symptom Charts — Connectivity Issues 69 2010-12-09
Wi-Fi Not Functioning 
SymptomQuick Check
• 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
1. Check iPad has the latest software updates
• Use iTunes to install the latest version of the 
iOS software
• Use iTunes version 10.1 or later
2.  Check that possible third party iPad case not 
interfering with antennas. Remove third party 
case and check Wi-Fi again.
3. Verify Wi-Fi is enabled and that you are connected 
to a Wi-Fi network.  Tap Settings > 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.
4.  Check the Wi-Fi signal strength in the status bar 
or Wi-Fi menu. The more bars the stronger the 
signal.
5. Move closer to Wi-Fi router or hotspot.
6.  Locate and tap the Wi-Fi network you want to 
join.
• If the Wi-Fi network is not displayed on iPad 
as an available option, it may be a “closed” or 
“private” network. This requires entering the 
name to join.
7. Check connection by using Safari to open a web 
page.
8.  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.
9. 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 > General > Reset 
> Reset Network Settings
11. Go to Deep Dive
Possible Causes:  
						

							iPad Symptom Charts — Connectivity Issues 70 2010-12-09
Deep Dive
CheckResultActionCode
1. Restore iPad with iTunes. 
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
YesConnect 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 2.
NoGo to step 2.
2.  Is issue caused by accidental 
damage? 
YesThe issue is not covered 
under warranty.
Check for out-of-warranty 
repair option.
NoCovered if under warranty
Check for out-of-warranty 
repair option.
F5C