 Apple Technician Guide

iPad 2
Wi-Fi and Wi-Fi + 3G 2011-10-26

 Apple Inc. © 2011 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.

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iPad 2
Contents
Manual Updates  6
26 October 2011  6 24 October 2011  6 31 May 2011  6 22 March 2011  6 11 March 2011  6

Feedback  8

Basics
Overview  10
Identifying Features   11 iPad Models  11 System Requirements  12 iPad Technical Specifications   12 Additional Resources  12 Locating the Serial Number  13
Back of the device 13 About screen 14 iTunes Summary page

17

Accessories  18 Smart Covers, Ver. 2  19
How to Identify Smart Covers Smart Cover Service Strategy 20 20

Smart Covers (Original)  21 iPad 2 Dock  23 Video Mirroring  24 Video Out  24
Apple Digital AV Adapter 24 Apple VGA Adapter 25

Hardware Information  26
Buttons  26 Multi-Touch Display  27 Camera  27
FaceTime App 28 Photo Booth App 28

Camera App 29 Audio  29 Sensors  30 Accelerometer Sensor Three-Axis Gyro 30 Ambient Light Sensor 30 31 Micro-SIM Card  32 Micro-SIM Service Strategy 32 Micro-SIM Tray 32 Software Information  33 iOS 5  33 iOS 4  34 Side Switch AirPlay 36 35 Troubleshooting General Troubleshooting  38 Tools  38 Backup User Data  38 Visual Mechanical Inspection  39 iPad Quick Service Guide 39 Dents/Surface Damage Inspection 43 Common Troubleshooting Procedures  44 Charge Battery 45 Restart 46 Reset 46 Force Quit an App 47 Erase All Content and Settings Restore 48 Recovery Mode Restore 48 DFU Restore 50 47 Sensor Testing   51 Accelerometer Sensor 51 Side Switch/Rotation Lock 51 Three-Axis Gyro 51 Symptom Charts  53 Power Issues  53 Dead Unit / Battery Issues  54 Intermittent Power  56 Frozen iPad  58 Battery Life Too Short  61 Burnt Smell / Odor  63 .

Video. Please connect to iTunes.” message  77 “Invalid SIM card installed” message  77 SIM card issues  77 Video Adapters Not Functioning  78 Camera Not Functioning Properly  80 GPS or Location Services not functioning  82 Display Issues  84 Bad Video/Poor Image  85 Multi-Touch Screen Not Responding  87 Ambient Light Sensor Issue  89 Cracked Display  91 Display Rotation Not Working  92 Software Issues  94 Applications Issues  95 Cannot Add or Play a Song. Video.Connectivity Issues  64 iTunes/Sync Issues  65 Cannot Add or Play a Song. or Other Item   97 iTunes Sync Issues  99 Alert Messages  101 Alert Messages Appear on iPad Screen or iTunes  102 Input / Output Issues  104 Audio Issues  105 Headphone Issues  107 Photos and Videos Not Importing  109 iPad 2 Dock Not Functioning  111 Apple Wireless Keyboard Not Functioning  113 Take Apart Micro-SIM Card Tray  116 Views External Views  119 Rear View   119 Micro-SIM Tray Removal Tool  120 Micro-SIM Tray Removal  120 iPad 2 Dock   121 Apple Digital AV Adapter  123 Apple Digital AV Adapter Port View  123 Camera Connection Kit  124 . or Other Item   67 Audio Issues  69 Headphone Issues  71 Wi-Fi Not Functioning  73 Cannot Connect to Cellular Data Network  75 “Different SIM detected.

• Troubleshooting>General Troubleshooting: -. use iCloud or to iTunes to backup -.Manual Updates 26 October 2011 • Corrected broken links 24 October 2011 • Basics>Overview>Added information on new Smart Covers.Updated the Common Troubleshooting Procedures table: reordered Quick Fixes and created links to Quick Fix topics 31 May 2011 • Minor syntax update • Update reference to correct pixel article HT4044 22 March 2011 • Update micro-SIM tray removal image • General Troubleshooting: Added reference to iPad 2 Quick Service Guide document. Ver. 2 • Basics>Software Information: Added iOS 5 information and link. 0702750 (Visual Mechanical Inspection) 11 March 2011 • Product introduced 2011-10-26 iPad 2 — Manual Updates  6 .Inserted iPad Quick Service Guide (VMI) after the Visual Mechanical Inspection heading -.Added “Backup User Data” topic.

2011-10-26 iPad 2 — Manual Updates  7 .

Feedback We want your feedback to help improve this and future Technician Guides! Please email any comments to: smfeedback2@apple.com 2011-10-26 iPad — Feedback  8 .

All rights reserved. Apple Technician Guide Basics iPad 2 © 2011 Apple Inc. .

times two. with over 200 new features. lighter. 2011-10-26 iPad 2 Basics — Overview  10 . and taking pictures. and fun to use. watching movies. With the new dual-core A5 chip.html. refer to http://www. iOS 5 was introduced in October 2011. and faster. comes a fresh new look with a white iPad joining the sleek black iPad. And with nine times the graphics horsepower.Overview iPad 2 features a new design that’s 33 percent thinner and up to 15 percent lighter than its predecessor so it feels even more comfortable in your hands. great for FaceTime. com/ios/features. gameplay on iPad is even smoother and more realistic. HD recording.apple. makes iPad even more powerful. it continues to offer up to 10 hours of battery life thanks to the tight integration of hardware and iOS 4. Not only is the new iPad thinner and lighter. For more information. though iPad 2 is thinner. And. Along with its streamlined design. and making FaceTime calls.3. you’ll notice the difference when you’re surfing the web. it’s faster. Note: iOS 5. iPad 2 features cameras front and back. innovative.

and videos • HD (720p) back camera for HD video recording. 2011-10-26 iPad 2 Basics — Overview  11 . or 64 GB of flash memory. iPad 2 Wi-Fi + 3G is available for either AT&T or Verizon Wireless 3G cellular networks.com/kb/HT4559 “iPad: Which features does my iPad support?” iPad Models The iPad 2 comes in two models.34 inch/8. 1. and many other factors. usage. 32 GB. refer to http://support.34 pounds (607 g) (Wi-Fi + 3G for Verizon model) * Battery results depend on settings.33 pounds/601 g (Wi-Fi model). Each model is available in black or white with 16 GB.35 pounds/613 g (Wi-Fi + 3G model). Actual results may vary. 1. still camera with 5x digital zoom • White and black models • Smart Covers in a wide range of colors • Sensor to wake iPad when Smart Cover is open. Pad 2 Wi-Fi and iPad 2 Wi-Fi + 3G—in several configurations.Identifying Features • Thinner (0.8 mm) and up to 15% lighter than the previous model • Powerful and efficient dual-core A5 chip • Built-in 25-watt-hour rechargeable Lithium-ion battery with up to 10 hours* of battery life on a single charge • VGA front camera for FaceTime calls.apple. sleep when closed • 3G models for AT&T or Verizon • Video mirroring • Three-axis gyro • Weight: 1.. In the U.S. For information on which features the iPad 2 supports. photos.

pdf • iPad 2 User Guide (For iOS 4. • http://manuals.0 port and one of the following operating systems: • Mac OS X version 10.apple.8 or later • Windows 7.apple. or Windows XP Home or Professional with Service Pack 3 or later • The latest version of iTunes (free download from http://www.info.com/specs/#ipad Additional Resources • iPad Product Page: iPad features and technology.apple.pdf • Syncing iPad and other iTunes topics: Refer to the iTunes “How-to” page.com/en_US/ipad_2_user_guide. • http://www.apple. • http://www. in-depth usage instructions for features and settings.com/itunes/download/ • Internet access iPad Technical Specifications • http://support.apple. you need: • Mac or a PC with a USB 2.Important Product Information Guide • http://manuals. • http://www.5.com/en_US/iPad_2_ATT_Important_Product_Info.apple. guides.pdf • iPad 2 Wi-Fi + 3G .info.com/support/ipad/ • iPad User Guide (For iOS 5 Software) • http://manuals. and troubleshooting tips.info.com/itunes/how-to 2011-10-26 iPad 2 Basics — Overview  12 .com/en_US/ipad_user_guide.System Requirements To use iPad. Windows Vista.com/ipad/ • iPad Support Page: Information.3 Software): Easy to access.apple. assistants.apple.

Locating the Serial Number The serial number can be found on: • iPad 2 retail box • Back of the device • iPad 2 About screen • iTunes Summary page Note: iPad 2 serial numbers are 12 characters.) Back of the device 2011-10-26 iPad 2 Basics — Overview  13 . (Original iPad serial numbers are 11 characters.

The iPad 2 Wi-Fi + 3G model for Verizon has an MEID. or Mobile Equipment Identifier. Wi-Fi-only About Screen 2011-10-26 iPad 2 Basics — Overview  14 .About screen iPad 2 models that use GSM technology have an IMEI. Refer to the following graphics to locate the serial number and the IMEI and MEID identifiers. Both IMEI and MEID have the same function: to uniquely identify a mobile device on a cellular network. or International Mobile Equipment Identity. The Wi-Fi only model does not have an IMEI or MEID.

iPad Wi-Fi + 3G About Screen 2011-10-26 iPad 2 Basics — Overview  15 .

Pad Wi-Fi + 3G for Verizon About Screen 2011-10-26 iPad 2 Basics — Overview  16 .

for 3G models.iTunes Summary page The ITunes Summary page also displays the iPad 2 serial number and. the IMEI or MEID number. 2011-10-26 iPad 2 Basics — Overview  17 .

some accessories may be incompatible.apple. For details regarding iPad accessories refer to http://www. not included with iPad 2 Wi-Fi + 3G for Verizon) • Documentation Additional accessories (not included): • Smart Cover • iPad 2 Dock • iPad Camera Connection Kit (Camera Connector and SD Card Reader) • Apple Digital AV Adapter • Apple VGA Adapter • Apple In-Ear Headphones with Remote and Mic • Apple Wireless Keyboard Accessory resources: • To order the correct Apple accessory for iPad refer to this article: http://store.com/ipad/accessories/ 2011-10-26 iPad 2 Basics — Overview  18 . Use the Apple Online Store and other resources to determine compatibility.Accessories Included with iPad are: • Dock Connector to USB Cable • 10W USB Power Adapter • SIM eject tool (iPad 2 Wi-Fi + 3G model only.apple.com/kb/HT4111 Note: Because the iPad 2 design differs from the design of the original iPad.com/us/ browse/home/shop_ipad/ipad_accessories • Refer to this article for information on using Bluetooth headsets and keyboards with iPad: http://support.apple.

2 New Smart Covers for iPad 2 are now available with some updates to the exterior colors and modified microfiber interior material.Smart Covers. 2011-10-26 iPad 2 Basics — Overview  19 . Ver.

identify the color by using the EEEE code. Leather Navy. 2 Ver. 5th. 2 Ver. Use the table below to identify the Smart Covers. 2 Original Original Original Original Original Original Original Original Original Original Smart Cover Service Strategy • Like-for-like replacement. 2 Ver. Polyurethane Blue. Leather Cream. Polyurethane Orange. Leather Light Gray. Polyurethane Black. located on the metal spine. identifies the cover as the Tan. 2 Ver. Leather Red. or as with previous Smart Covers. 2 Ver. 2 Ver. 2011-10-26 iPad 2 Basics — Overview  20 . Polyurethane Green. 2 Ver. Polyurethane Blue. Leather Cream. Leather EEEE Code DV8J DV8K DV8L DV8M DV8N DV8P DV8Q DV8R DV8T DV8V DL6H DL6J DL6K DL6L DL6M DL6N DL6P DL6Q DL6R DL6T Smart Cover Ver. 2 Ver. Polyurethane Light Gray. DV8Q. Polyurethane Black. Leather Smart Cover. Ver. The EEEE code is the 6th. 4th. replacement covers can be ordered as out of warranty parts. Part Number 923-0034 923-0035 923-0036 923-0037 923-0038 923-0039 923-0040 923-0041 923-0042 923-0043 922-9890 922-9891 922-9892 922-9893 922-9894 922-9895 922-9896 922-9897 922-9898 922-9899 Color Dark Gray. Polyurethane Green. Leather Navy. Leather Red. Polyurethane Pink. Leather Tan.How to Identify Smart Covers The new Smart Cover can be identified by the color-matched microfiber on the lining. Or. Polyurethane Pink. and 3rd digits from the end of the serial number. 2. 2 Ver. The EEEE code below. Leather Tan.

Smart Covers (Original)
• • • • • Ten colors in polyurethane or leather Soft microfiber interior Magnets attach and auto-align Smart Covers to iPad 2 Wakes iPad 2 when cover is opened, sleeps when closed Folds into a stand for typing, FaceTime, videos and more

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iPad 2 Basics — Overview  21

Opening the Smart Cover wakes iPad 2 and closing the Smart Cover puts iPad 2 to sleep, similar to a notebook computer.

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iPad 2 Basics — Overview  22

iPad 2 Dock
This sleek stand is designed just for iPad 2. Get easy access to a 30-pin dock connector for syncing or charging, and an audio line out port for connecting to powered speakers via an optional audio cable. The iPad 2 Dock also supports other iPad accessories, such as the Apple Digital AV Adapter and the iPad Camera Connection Kit.

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iPad 2 Basics — Overview  23

All apps are mirrored by default. Video Out Apple Digital AV Adapter Use the Apple Digital AV Adapter to output digital audio and HD video up to 1080p from iPad 2 to your HDTV. monitor. sync. The Apple Digital AV Adapter has a 30-pin receptacle so that you can charge. projector or TV at up to 1080p resolution using the Apple Digital AV Adapter or Apple VGA Adapter. or other display using an HDMI cable (sold separately).Video Mirroring Pad 2 can mirror everything you see on your iPad to an external display. Important: iMovie and Garage Band apps on iPad 2 do not send audio over HDMI when mirroring with the Digital AV Adapter. or attach compatible accessories to iPad 2 while it is connected to your TV. iPhone 4 (GSM model) and iPhone 4 (CDMA model). Some apps may override mirroring and use the external display as a second video monitor instead of mirroring. Use self-powered bluetooth or analog-audio speakers to hear audio out when mirroring these apps. 2011-10-26 iPad 2 Basics — Overview  24 . Note: Apple Digital AV Adapter will also work with iPad.

and iPod touch (4th generation): About Apple VGA Adapter compatibility. iPad.Apple VGA Adapter Use the Apple VGA Adapter to output VGA video from iPad 2 or iPad to a display or projector using a VGA cable (sold separately). “iPhone 4. For more information on the VGA Adapter. 2011-10-26 iPad 2 Basics — Overview  25 . refer to Knowledge Base HT4108.

Hardware Information Buttons Physical Controls Home button Function Press the Home button to: • return to the main Home screen • wake iPad (then drag slider) Press the Sleep/Wake button to: • lock iPad • wake iPad (then drag slider) Press and hold the Sleep/Wake button to: • turn on iPad • turn off iPad (then drag slider) Sleep/Wake button Side Switch Volume controls Lock the screen rotation or mute notifications and alerts • Press the controls to turn the iPad volume up or down. • Press & hold volume down button to mute all sound 2011-10-26 iPad 2 Basics — Hardware Information  26 .

Front camera Back camera 2011-10-26 iPad 2 Basics — Hardware Information  27 . It can register multiple touches at once to support advanced gestures such as multi-finger swipes.Multi-Touch Display A panel laminated on the glass senses touch using electrical fields. and more. Camera iPad 2 has two built-in cameras and comes with three applications capable of using either camera: FaceTime. taps. and Camera. Photo Booth.

Use FaceTime to call iPad 2. and Intel-based Mac users using an email address. iPod touch (4th generation). You make FaceTime calls to iPad 2. It is not available for the original iPad. switch cameras. You see the camera image with eight effects. or double-tap to reset the effect. iPhone 4. or return to viewing all Photo Booth effects. tap Photo Booth on the Home Screen. Note: You make FaceTime calls to iPhone 4 using a phone number. Photo Booth App Photo Booth is new on iPad 2. plus the “Normal” image in the center of the screen. 2011-10-26 iPad 2 Basics — Hardware Information  28 . Take a snapshot. Tap an effect to see a full-screen view of the image with the effect.FaceTime App FaceTime on iPad 2 makes it possible to initiate FaceTime calls from the FaceTime application or Contacts. iPod Touch (fourth generation) and Intel-based Mac computers. You cannot FaceTime an iPhone 4 using an email address. Drag and pinch or rotate two fingers to alter the effect. To access Photo Booth.

You can adjust the exposure of a photo on iPad by tapping on the image in Camera. or take photos. tap Camera on the Home Screen.Camera App The Camera app enables you to record HD video. 2011-10-26 iPad 2 Basics — Hardware Information  29 . To access Camera. iPad will adjust the brightness of the image based on the location in the image that you tap. A slider appears to adjust the zoom level. you can zoom on a photo of video by tapping. When using the rear 720p HD camera. Audio iPad audio input and output ports are shown below.

1 + EDR technology • Provides short-range wireless connectivity with compatible accessories and devices such the Apple Wireless Keyboard. and peer-to-peer connectivity for App Store applications. supported cellular data plan (sold separately) you can connect to the Internet via quadband GSM/EDGE or tri-band UMTS/HSDPA • Wi-Fi (802. it makes iPad 2 capable of advanced motion sensing such as user acceleration. Bluetooth stereo headsets and headphones.1 + EDR technology • With an active. Many built-in applications adjust their interface based on whether iPad is held in portrait or landscape mode.11a/b/g/n) • Bluetooth 2. iPad 2.1 + EDR technology • With an active.S. Used together with the accelerometer. iPod touch: supported Bluetooth profiles. Three-Axis Gyro iPad 2 includes a built-in three-axis gyroscope. • For information on Bluetooth supported profiles. and functions as the tilt controller for applications and games that use this hardware component.apple. iPad Model Wi-Fi Wireless and Cellular • Wi-Fi (802.com/ kb/HT3647 • Wi-Fi (802. full 3D attitude. • Note: Verizon model does not have a SIM card Wi-Fi + 3G model Wi-Fi + 3G model for Verizon Sensors Accelerometer Sensor The accelerometer sensor detects iPad 2 positioning.11a/b/g/n) • Bluetooth 2. movement.Wireless Connectivity With iPad 2 you can use the following wireless technologies and Location Services. http://support. and tilt. refer to iPad. and rotation rate. supported cellular data plan (sold separately) you can connect to the Internet using the Verizon cellular network in the U. switches between portrait and landscape modes.11a/b/g/n) • Bluetooth 2. 2011-10-26 iPad 2 Basics — Hardware Information  30 .

Ambient Light Sensor The ambient light sensor automatically adjusts the display’s brightness to the appropriate level for the current ambient light. The approximate location of the ambient light sensor is circled and marked in red: Troubleshooting Notes: • Make sure the ambient light sensor is not blocked or covered. especially if it covers the ambient light sensor. (This is by design. Erase all Content and Settings on 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). Note: There is a slight delay of a few seconds before the screen adjusts to ambient light. It brightens the display when using the iPad in bright light environments and dims the display in low light.) • Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause. thereby enhancing the user experience and saving power at the same time. • The ambient light sensor can be defeated using the Settings application. 2011-10-26 iPad 2 Basics — Hardware Information  31 . • The iBooks application includes a screen brightness slider that overrides the iPad screen brightness (but only when iBooks is running). it is not intended to be instantaneous. Screen brightness can be affected by a screen protector.

Micro-SIM Card
Removing the SIM or Micro-SIM Card When troubleshooting iPad 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 iPad 2 SIM eject tool or paper clip into the hole on the micro-SIM tray. Press firmly and push the tool in until the tray pops out. Note: Do not use the original iPad SIM eject tool on the iPad 2. Using the original iPad SIM eject tool could cosmetically damage the hole and/or scratch the iPad 2 case. 2. Pull out the micro-SIM tray and remove the micro-SIM from the tray.

Micro-SIM Service Strategy
Micro-SIM cards are replaceable by the cellular carrier. If iPad WiFi + 3G requires a micro-SIM replacement, refer the customer to the carrier. Important: Customers who send their iPad 2 (Wi-Fi + 3G for Verizon) units in for service (either via the contact center or Apple Service Provider) must deactivate their account with their carrier. If the unit is found “known-good,” Apple has no way to deactivate their account.

Micro-SIM Tray
The iPad 2 micro-SIM tray is available as service part 922-9886

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iPad 2 Basics — Hardware Information  32

Software Information

iOS 5
iOS 5 features on the iPad 2 include: • iMessage • Notification Center • Newstand • Reminders • Twitter • Safari PC Free • Mail • Calendar • Game Center • Wi-Fi Sync • AirPlay Mirroring • Multitasking Gestures • Accessibility For more iOS 5 information refer to http://www.apple.com/ios/features.html. Important: Updating a device to iOS 5 requires you to restore the device using the latest version of iTunes. Before restoring the device, iTunes creates a backup, and then restores the device from that backup. Do not interrupt this process.

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iPad 2 Basics — Software Information  33

iOS 4
iOS 4.3 features on the iPad 2 include: • Home Sharing • Side Switch • AirPlay

Home Sharing
Home Sharing makes it possible to stream music, movies, and TV shows to iPad from computers on a home wireless network. To use Home Sharing: • Make sure Home Sharing is enabled on the computer (open iTunes on the computer and choose Advanced > Turn On Home Sharing). • On the iPad, choose Settings > iPod. • Under Home Sharing, enter the Apple ID and password you used when turning on Home Sharing. • In iPod, tap Library, to see the shared libraries available. Tap the library’s name to select it.

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iPad 2 Basics — Software Information  34

the lock indicator appears next to the battery indicator in the top right corner of the iPad. If Lock Rotation is selected.Side Switch Use Side Switch to lock the screen rotation or to mute notifications and alerts. When Side Switch is set to Lock Rotation. Note: When Side Switch is set to mute. a screen rotation lock button appears in the multitasking user interface (see below). a mute button appears in the multitasking user interface. The default setting is Mute. 2011-10-26 iPad 2 Basics — Software Information  35 . Select the function of Side Switch in Settings > General.

Beginning with iOS 4.3. music. you can wirelessly stream videos.AirPlay With AirPlay. and photos from your iPhone. iPad. or iPod touch to Apple TV (2nd generation) and stream music to AirPlay speakers or receivers. developers can update 3rd-party apps and web sites to be AirPlay-enabled. including AirPort Express. 2011-10-26 iPad 2 Basics — Software Information  36 .

. All rights reserved. Apple Technician Guide Troubleshooting iPad 2 © 2011 Apple Inc.

iPhones.com/icloud. go to iTunes > Preferences > Devices and select “Prevent iPods.General Troubleshooting Tools To use and test iPad. Important: To avoid syncing a user’s device to a test computer. verify that the data is backed up to iCloud or to iTunes on the user’s computer.apple. you will need the following: • Visual mechanical inspection instructions: iPad Quick Service Guide • Latest software updates installed: -. Apple Support articles: • HT4137: How to back up your data and set up as a new device • TS2529: iTunes: “Backup could not be saved on the computer” alert message 2011-10-26 iPad 2 General Troubleshooting — Tools  38 .Use iTunes to install the latest version of the iOS software • Wi-Fi network • iPad 2 Dock • 30-pin to USB cable (iPod/iPhone 30-pin USB cable is interchangeable) • iPad 10W USB Power Adapter • Camera Connection Kit (Camera Connector and SD Card Reader) • SD (Secure Digital) memory card for testing purposes • iPhone stereo headset • Anti-static brush • Anti-static tweezers • Compressed-gas duster (difluoroethane only) with straw nozzle • SIM eject tool (922-9900) • Micro-fiber cloth • Dent tool (922-8022) • Lighted otoscope • Cotton gloves (922-1592) • Soft ESD brush Backup User Data Before troubleshooting a user’s device. and iPads from syncing automatically” . Learn more about iCloud at www.

attempt to repeat the functional issue again. Step 4 . on the iPad “About” screen. iPad Quick Service Guide iPad Service . Before performing the Restore process.Visual Mechanical Inspection Use the iPad Quick Service Guide to perform a visual mechanical inspection before troubleshooting to identify conditions and causes that may affect warranty coverage.apple. • If the software restore is successful. and on the iTunes Summary panel. • Certain other damage is INELIGIBLE for OOW Paid Service. © 2011 Apple Inc. Try to replicate the issue described by the user. Validate Functional Issue Try to replicate issue and Restore software. Step 3 . follow the on-screen instructions to enter the iPad serial number at: www. 2 Minutes 2 Minutes 10 Minutes 5 Minutes IMPORTANT: Advise the user that the troubleshooting and replacement process can take 20 minutes. Important Information • The iPad warranty covers failures caused solely by manufacturing defects.Validate Warranty To determine if an iPad or Apple-branded accessory is eligible for warranty service.Replace iPad • Replace the iPad ONLY if a functional issue still exists or if the software restore fails. then follow the steps below to restore* the iPad. • Damage caused by material or foreign objects in the ports is NOT covered under the iPad warranty but may be eligible for Out-of-Warranty (OOW) Paid Service. • Make sure the iPad has sufficient charge. • Cosmetic blemishes caused by use are NOT covered by the iPad warranty. It is a four-step process that can be performed in approximately 20 minutes. charge the iPad for at least 20 minutes with a 10W USB adapter. All rights reserved. Visual damage may affect warranty coverage and related charges.Validate Functional Issue If none of the issues described in the Visual Damages – Service Classification tables below exist.Quick Service Guide This guide should be followed to determine warranty validation and to identify conditions that may affect warranty coverage on the iPad. on the iPad retail box. make sure the customer has backed up iPad. including catastrophic damage caused by abuse such as the device separating into multiple pieces and inoperability caused by unauthorized modifications. • An iPad that has failed due to liquid damage may be eligible for OOW Paid Service. Enter iPad serial number in GSX/ GCRM. validate that the issue that prevents the device from operating according to specifications is present. If it does not power on. Step 1 . * Important: Restore deletes all media and data and resets all settings. Apple Need to Know Confidential 070-2833 Rev-B iPad Quick Service Guide 1 2011-10-26 iPad 2 General Troubleshooting — Visual Mechanical Inspection  39 . The iPad Quick Service Guide is also available via GSX and AppleCare Service Source. Replace iPad Exchange unresolved issues.com/support/oss or enter the serial number in GSX/GCRM . Validate Warranty Perform Visual Inspection Refer to the tables on page 2. Step 2 .Perform Visual Inspection • • Visually inspect the iPad using the Service Classification tables on page 2. regardless of accidental or liquid damage. You can find the serial number etched onto the back of the iPad. on the customer’s original Apple receipt (or 3rd party reseller receipt).

apple.Quick Service Guide Visual Damage .com/kb/HT4044 Minor Bright or Dead Pixels Upon user claim only Refer to the following article: http://support. Single Fracture to Front Glass Hairline Two-Leg Fractures to Cover Glass Debris Under Display Glass Refer to the following article: http://support. All rights reserved.Failure caused by accidental damage is not covered.Service Classification Tables The tables below provide guidance on whether an iPad with certain physical visual damage qualifies for Covered or Paid Service. Bent Enclosures Damage to Audio Port © 2011 Apple Inc. Use tool to measure if a dent is in excess of 1mm.iPad Service . broken plastic or bent bezel. Extreme Abrasion. Multiple Fractures to Front Glass Repairable Any LCD Display Fractures Under the glass cover Damaged Dock Connector Damage to Speaker Bent pins.com/kb/HT4044 Paid Service: If the damage for which the user is seeking service is described below. the repair is a Covered Service. Cannot be cleaned or foreign material that cannot be removed. whether or not accidental or liquid damage is present. Button Damage from Drop or Puncture Holes Including minor separation of the enclosure or damage to the 30-pin dock connector housing. Liquid Damage See “Liquid Damage” section on next page.apple. Covered Service: If the damage for which the customer is seeking service is described below. the repair is classified as out-of-warranty Paid Service. Apple Need to Know Confidential 070-2833 Rev-B iPad Quick Service Guide 2 2011-10-26 iPad 2 General Troubleshooting — Visual Mechanical Inspection  40 . Dent(s) .

the product is not eligible for warranty coverage or. The device is ineligible for warranty coverage or out-of-warranty paid service. Non-OEM Parts. Apple Need to Know Confidential 070-2833 Rev-B iPad Quick Service Guide 3 2011-10-26 iPad 2 General Troubleshooting — Visual Mechanical Inspection  41 . If the customer confirms that the issue with the product occurred at or soon after the event. ask the customer if the product has been in contact with liquid.com/kb/HT4737 Authentic Etching Counterfeit Etching Liquid Damage What to do if an LCI on an original iPad is triggered. Disassembled Unit or Missing Parts Not Repairable Must be assembeled and a complete unit to receive Paid Service Catastrophic Damage or Unauthorized Modifications Including units that are destroyed or forcibly separated into multiple pieces or inoperability caused by unauthorized modifications. • If there is clear evidence of liquid present under the screen or coming from the audio port or dock connector. AppleCare Protection Plan. • If there are other signs of liquid damage such as corrosion on ports. or there are signs of liquid damage on the iPad 1 or iPad 2. did the issue with the product occur at or soon after the event. a. or Rear Housing Refer to the following article about modified devices: http://support.Quick Guide No Service: If the damage for which the user is seeking service is described below. Products. If the customer denies that the product was in contact with liquid or denies that the issue with the product occurred at or soon after the event. (if applicable).apple.iPad Service . b. the device may be eligible for out-of-warranty paid service. the repair is ineligible for warranty coverage or out-of-warranty paid service. deny coverage. and if so. All rights reserved. the product may be eligible for warranty coverage if the functional issue is validated.apple. • If the Liquid Contact Indicator on a customer’s iPad 1 is active. Refer to the following article: http://support.com/kb/HT4086 © 2011 Apple Inc. but there is no liquid present under the screen or coming out of the audio port or dock connector. The iPad Warranty does not cover damage cause by contact with liquid. but may be eligible for out-of-warranty paid service.

IF THE IPad 2’S SOFTWARE HAS BEEN MODIFIED. Apple Need to Know Confidential 070-2833 Rev-B iPad Quick Service Guide 4 2011-10-26 iPad 2 General Troubleshooting — Visual Mechanical Inspection  42 . such as batteries or protective coatings designed to diminish over time. Important: Regardless of the presence of unauthorized software. Damage or failure caused by external heat or fire (internal heat damage is covered unless as a result of an external cause) i. Issues Not Covered Under Hardware Warranty a. Damage caused by intentional separation. misuse. d. d. peeling of metal or plastic parts of enclosure Not Covered Under Warranty or Eligible for Technical Support Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause irreparable damage to the iPad 2’s software. acid. THE IPad 2 MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED. 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”). Making unauthorized modifications to the software on the iPad 2 violates the iPad 2 software license agreement. c. Consumable parts. A product or part that has been modified to alter functionality or capability without the written permission of Apple. cracking. corrosives).Warranty Coverage Issues Covered Under Hardware Warranty Apple covers defects in materials and workmanship on the iPad 2 under normal use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser. As part of the service process. or disassembly of enclosure b. an iPad 2 may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. or a. earthquake or other external causes. e. Cosmetic damage from external causes. Damage or operational failure caused by the removal and re-insertion of external and internal screws or parts Damage caused by punctures or holes in the outer case Cracked glass or LCD resulting from external cause (see “Service Classification Tables for Visual Damage”) Damage or failure caused by external force Damage or failure caused by liquid g. Apple and providers should update the software on the iPad 2 to the latest version. including but not limited to scratches. Damage caused by accident. Damage caused by operating the product outside the permitted or intended uses described by Apple. g. fire. f. Cosmetic damage. c. liquid. abrasions. or foreign matter h. This warranty does not apply to: Damage caused by use with non-Apple products. abuse. dents and broken plastic on ports. e. All rights reserved. unless failure has occurred due to a defect in materials or workmanship. dust. b. f. a. opening. soil. © 2011 Apple Inc. Specific examples of failures or damage not covered under the warranty include: a. including dents. If any Apple serial number has been removed or defaced. and the inability to use the iPad 2 due to unauthorized software modifications is not covered under the iPad 2’s warranty. scratches on case. discoloration. Damage or failure caused by wet or dry chemicals (such as gasoline.

process the warranty claim as normal. including.33mm needle on the second deepest dent. • If the tool lies flat on the surface (no rocking). For units with more than one dent. place the dent tool with the 1mm needle in the dent hole. if necessary. or a dent that causes the plastic ring around the glass surface to deform. or Disassembled Unit Any product that exhibits excessive damage caused by abuse or has been damaged as a result of altering the case or disassembling the unit is not covered under warranty and is not eligible for OOW paid service. use the 0. For a single dent. dents greater than 4mm in length. The product may be eligible for OOW paid service. if necessary. refer to Measurements and Demonstration of Tool. • If the dent tool does not lie flat. including. replacing the product. Excessive Damage. Use the dent tool to measure if a dent is in excess of 1mm. • Do not exchange under warranty a product with multiple dents. where the 1mm needle will not lie flat in the deepest dent. do not exchange the product under warranty. replacing the product. Use dent tool* (922-8022) to check and verify the surface enclosure for dent damage. Side or Corner Dents • If the product has no more than one dent of 4mm length or less.Dents/Surface Damage Inspection Surface Dents Note: Failure caused by accidental damage is not covered. The product may be eligible for OOW paid service. 2011-10-26 iPad 2 General Troubleshooting — Visual Mechanical Inspection  43 . * For more information on the iPad/iPod dent inspection tool. Altered Case. process the warranty claim as normal.

Quick Fix Update to Latest Software Action Make sure the iPad has the latest software updates. If possible. See See instructions on the following pages. Do not charge via the computer port. Force Quit an App Press and hold the Sleep/Wake button on top of iPad for a few seconds until a red slider appears. Use the latest version of iTunes (www. A restart forces the device to close all open files and powers off all hardware components. Press and hold the Sleep/Wake button until a red slider appears. go to iTunes > (Device) > Summary and click the “Restore” button. 1. until the Apple logo appears. Charge Battery Restart Reset Perform a reset ONLY if unable to do a restart. Apply only the steps necessary to isolate and resolve the issue. go to iTunes > (Device) > Summary and click the “Check for Update” button. Connect the device to the computer. if saving content is important to the user. This table is a summary of these common procedures. Press and hold both the Sleep/Wake button and the Home button for at least ten seconds. 2. Connect the device to the computer. 2011-10-26 iPad 2 General Troubleshooting — Common Troubleshooting Procedures  44 . Erases all user content and settings.itunes. Device Firmware Update allows you to perform a restore when all other attempts to restore the device fail. Connect to a known-good power outlet using the included USB cable and 10W USB Power Adapter to charge the battery. then press and hold the Home button until the app quits.Common Troubleshooting Procedures When troubleshooting. Slide your finger across the slider to turn off iPad. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. press and hold the Sleep/Wake button until the Apple logo appears. see detailed information on the following pages. attempt the quick fixes in the order listed. A backup should be done prior. IMPORTANT: These steps are not effective for all iPad issues. 3. and then installs a fresh copy of iOS. Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device.com/download) to check for the latest iOS. Erases all software and data. To turn iPad on. Erase All Content and Settings1 Restore1 Recovery Mode Restore1 Device Firmware Update (DFU) Restore1 1WARNING: This will delete all user data and settings on the device. try this before a Restore since it is much faster. See instructions on the following pages. From the Home screen choose Settings > General > Reset > Erase All Content and Settings.

If the iPad has any of the following symptoms. the notification “Not charging” appears next to the battery indicator in the status bar (top right corner). their power output is not sufficient to charge the device. While the Apple USB Power Adapter or iPod USB Power Adapter may appear to be compatible. If either of these screens are present. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. If iPad is connected to a source that does not provide enough power to sufficiently charge the device. Do not charge iPad with the computer port. A low battery condition can be the cause of many issues.Charge Battery The iPad must have a sufficient battery charge to proceed with troubleshooting. keep iPad connected so it continues charging. 2011-10-26 iPad 2 General Troubleshooting  45 . it should be connected to an Apple USB Power Adapter to charge for up to 10 minutes: • will not power on • black screen • shows the “battery trap” image (left) • low battery charge IMPORTANT: Only use a known good 10W USB Power Adapter when charging iPad from a power outlet.

To turn iPad on. preserving any data in the process. Procedure: 1. Key Points: • Reset only when you can’t restart the device normally. • A reset does not close open files or save data before the device powers off. • Hardware is not performing as expected. 2. 3. is an appropriate troubleshooting step. A restart can quickly resolve a wide range of issues. the next option is to reset it. Procedure: 1. a reset. • A reset can potentially cause file or operating system damage. 2011-10-26 iPad 2 General Troubleshooting  46 . until the Apple logo appears. Press and hold the Sleep/Wake button until a red slider appears. And. a restart safely closes active applications and processes. requiring a restore. • Interface or apps are slow to respond. • A reset removes all power for a fraction of a second to power off the device. • Battery life is shorter than expected.Restart A restart forces the device to close all open files and powers off all hardware components. • iTunes does not recognize or sync with the device. IMPORTANT: Perform a reset ONLY if unable to do a restart. press and hold the Sleep/Wake button until the Apple logo appears. including: • Apps unexpectedly quit. Note: If you cannot restart the device because it is unresponsive. Press and hold both the Sleep/Wake button and the Home button for at least ten seconds. Reset If the device is unresponsive and restart does not work. Slide your finger across the slider to turn off iPad.

Tap on the Home screen to continue. Procedure: 1. 3. double-click the Home button to display recently used apps. It will delete all user content and settings. Also see Apple Support article HT2110: iOS: Understanding ‘Erase All Content and Settings’. From the Home screen choose Settings > General > Reset > Erase All Content and Settings. If Erase All Content and Settings does not resolve an issue. This is a good first troubleshooting step. but it does not reinstall iOS like a restore will do. From the Home screen. proceed to do a Restore (see next page). 2011-10-26 iPad 2 General Troubleshooting  47 . Procedure: 1. Also refer to the following Apple Support articles: • TS1702: iOS: Troubleshooting applications purchased from the App Store • HT4211: iOS 4: Understanding multitasking Erase All Content and Settings Erase is a quick way to get back to factory settings. 2.Force Quit an App This procedure forces an app to quit that is not responding to input or doesn’t perform as expected. Tap the red minus to quit the app. WARNING: This will delete all user data and settings on the device. Tap and hold the app until a red minus appears.

as this can erase previous backups. If you cannot restore a device. • If the device does not power off. and then reinstalls only iOS. check cable connections. and iOS files. test the device before restoring a backup or syncing content. WARNING: This will delete all user data and settings on the device. location of this folder is listed in Apple Support article HT1414: iTunes: Backing up. • If iTunes displays an alert with an error code. 2. click on the iPad name. and restoring your iPhone. Copy or rename the backup folder before proceeding. Procedure: 1. Key Points • A restore erases all user content. In the left column under Devices. • If iTunes displays an alert with an error code. service or replacement may be the appropriate option. power off the device. WARNING: This will delete all user data and settings on the device. attempt to restore using iTunes.Restore A restore completely erases the device and reinstalls a fresh copy of iOS. Connect iPad to a computer running the latest version of iTunes. iPad. settings. If the issue persists. or iPod touch software. see Apple Support articles TS3694: iTunes: Specific update-and-restore error messages and advanced troubleshooting and TS1275: iOS: Resolving update and restore alert messages before continuing. Recovery Mode Restore If iTunes cannot detect the device. updating. even when using recovery mode. Note: In certain situations. If the device is already in recovery mode. consider forcing the device into recovery mode. an device will automatically go into recovery mode after an update or restore issue. then go to the Summary panel and click the Restore button. Key Points • Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. and then connect it to a USB port on the computer while holding down the Home button. 2011-10-26 iPad 2 General Troubleshooting  48 . • When the restore is complete. • A restore is time-consuming. or a specific restore error appears. • Note: Do not set up as a new device. see Apple Support articles TS3694: iTunes: Specific update-and-restore error messages and advanced troubleshooting and TS1275: iOS: Resolving update and restore alert messages. especially if you have to download the restore package. • To force recovery mode. try a Reset to power it off.

try these steps again. 1. you may be able to escape by resetting the device. then slide the slider. When you reconnect the USB cable. and then repeat step 2. release the buttons. open iTunes. the iPad should power on. You should see the following “recovery mode” alert: 6. IIf you don’t see the “Connect to iTunes” screen. 3. Continue holding the Home button until you see the “Connect to iTunes” screen at left. While pressing and holding the Home button. If you see the “Connect to iTunes” screen but the device does not appear in iTunes. If the device is already in recovery mode. Turn off the device: Press and hold the Sleep/Wake button for a few seconds until the red slider appears. Press and hold the Home button while reconnecting the USB cable to the iPad. Use iTunes to restore iPad. When this screen appears you can release the Home button: 5. Wait for the device to turn off. let the device charge for at least 10 minutes to ensure the battery has some charge. but leave the other end of the cable connected to the computer’s USB port. refer to Apple Support articles: • TS1591: iOS: Device not recognized in iTunes for Mac OS X • TS1538: iOS: Device not recognized in iTunes for Windows If you decide not to do a restore. • If you cannot turn off the device using the slider. Disconnect the USB Cable from the iPad. Note: If you see the “battery trap” image at left. 4. If necessary. reconnect the USB cable to the device. 2.Procedure: Use the following steps to place a device into recovery mode. 2011-10-26 iPad 2 General Troubleshooting  49 . Continue holding the Home button. start at step 6. When the iPad turns off. perform a Reset: press and hold the Sleep/Wake button and Home button at the same time.

Charge the device for at least 5 minutes. If you did not get the “Recovery Mode” message in iTunes or the device’s screen is not blank/ black. 2. which may take up to 30 seconds. open iTunes and move to step 2. Procedure: Timing is critical--use a watch to time the steps below! 1. DFU Restore is only necessary if: • the device won’t turn on • the device won’t go into recovery mode • the device won’t charge WARNING: This will delete all user data and settings on the device. you may be able to escape by resetting the device. Note: In DFU Mode the device’s screen is blank. repeat all steps paying careful attention to your timing. 2011-10-26 iPad 2 General Troubleshooting  50 . Press Home + Power (Sleep/Wake) buttons together and hold down for 8 seconds and then release the On/off button. Continue to press the Home button until you see the “Recovery Mode” message in iTunes. then connect to iTunes.DFU Restore Device Firmware Update (DFU) Restore allows you to perform a restore when all other attempts to restore the device fail. If the device is not detected. If you decide not to do a restore. 3.

Rotate the iPad to a horizontal position and the image orientation will change to landscape mode. Side Switch/Rotation Lock To test the rotation.Sensor Testing Accelerometer Sensor Detects iPad positioning. except to verify the function if the customer has a downloaded app that is known to use this feature. Double click the Home button to bring up the Multitasking bar along the bottom of the display. There are currently no tests for the gyro. it makes iPad capable of advanced motion sensing such as user acceleration. Tap the rotation lock icon to change the setting from lock to unlock. and rotation rate. the calculator. or web pages. do the following: Select a photo and open while holding the iPad vertically. full 3D attitude. When verifying the accelerometer remember that videos display in wide-screen orientation only. do the following: Verify the Side Switch is set to function as rotation lock. Many built-in applications adjust their interface based on whether iPad is held in portrait or landscape mode. Swipe the Multitasking bar to the right to locate the Screen Rotation icon. switches between portrait and landscape modes. Three-Axis Gyro iPad includes a built-in three-axis gyroscope. 2011-10-26 iPad 2 General Troubleshooting — Sensor Testing   51 . and when testing photos. not horizontal (flat). movement. To test the sensor. and tilt. When paired with the accelerometer. Test the Switch/Rotation Lock by rotating the iPad orientation from portrait to landscape mode. and functions as the tilt controller for applications and games that utilize this hardware component. hold the iPad in a vertical plane (upright).

do the following: 1. It brightens the display when using the iPad in bright light environments. In a bright light environment.Ambient Light Sensor Automatically adjusts the display’s brightness to the appropriate level for the current ambient light. Screen brightness can be affected by a screen protector. 2011-10-26 iPad 2 General Troubleshooting — Sensor Testing   52 . then press the Sleep/Wake button or the Home button to wake the device. 3. The approximate location of the ambient light sensor is circled and marked in red: To test the sensor. cover the top third of the iPad to block the light (the heel of your hand works well). The iBooks application includes a screen brightness slider that overrides the iPad screen brightness (but only when iBooks is running). 2. 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). Notice the brightness of the screen and application icons. Remove the cover from the top of the iPad display and in a few moments the display should get brighter. • The ambient light sensor can be defeated by turning Auto-Brightness off (Settings > Brightness). 4. and dims the display in low light. it is not intended to be instantaneous). they should be dimmed somewhat. Screen brightness can be affected by a screen protector. 5. 2. Verify that the Brightness setting (Settings > Brightness) is set to Auto-Brightness ON. especially if it covers the ambient light sensor. Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause. Troubleshooting Notes: • Make sure the ambient light sensor is not being blocked or covered. If you are still having sensor issues check the following: 1. and that the Brightness level is set near the middle of the slider. especially if it covers the ambient light sensor. Make sure the ambient light sensor is not being blocked or covered. Slide the slider to unlock the iPad. thereby enhancing the user experience and saving power at the same time. Note: There is a slight delay of a few seconds before the screen adjusts to ambient light (this is by design.

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 2011-10-26 iPad 2 Symptom Charts — Power Issues  53 .

Dead Unit / Battery Issues Symptom 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 Quick Check 1. Test with a known good 10W USB power adapter. Visually inspect iPad for any damage. preventing the device from powering up? Check the 30-pin port for debris or corrosion. Check the Sleep/ Wake and Home buttons. Charge iPad battery: Connect to a power outlet and charge with known good iPad 10W USB Power Adapter for 10 minutes 6. Plug iPad directly into computer’s USB port. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. 5. Use iTunes to verify that the iPad has the latest software updates. go to Recovery Mode • If you can’t Recover the iPad go to next step 8. 4. Test with known good cable. Remove USB hubs. Reset: • Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. 3. Check USB cable. • Click on Restore in the Summary tab • If you can’t Restore. 9. Are they damaged. Restore: • Restore iPad with iTunes. Go to Deep Dive. 7. 2. Check 10W USB power adapter. 2011-10-26 iPad 2 Symptom Charts — Power Issues  54 . the 10W USB adapter or connection is not providing enough power to charge the iPad. If you see the “not charging” text next to the battery icon. until the Apple logo appears. Perform Device Firmware Update Restore.

Deep Dive Check 1. Refer to Kbase article: iPad: Charging the battery. Is issue caused by accidental damage? Yes The issue is not covered under warranty. Issue resolved? Result Yes Action Educate customer on battery performance and charging battery. Go to step 2. Check for out-of-warranty repair option. F7A 2011-10-26 iPad 2 Symptom Charts — Power Issues  55 . No Covered if under warranty Check for out-of-warranty repair option. Code No 2.

until the Apple logo appears. 9. Check applications. Reset the iPad. 2. 2011-10-26 iPad 2 Symptom Charts — Power Issues  56 . Remove the iPad from the Smart Cover (if present) and re-test to verify that the Smart Cover is not causing the issue. Slide your finger across the slider to turn off iPad. Try removing the suspect application. 6. then iPad shuts down • Unable to power on with Sleep/Wake button • Unexpected power off • Remove the iPad Smart Cover (if present). Other USB adapters will not provide enough power to charge iPad. Ask the customer if any magnets were placed near the iPad. Reset: • Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. then crashes • Display appears. 5. Go to Deep Dive. 3. Use iTunes to verify that the iPad has the latest software updates. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Check for interference from a third-party accessory (case or other accessory). • Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears • If you can’t Restart. If so. 10. preventing the device from powering up? Check the 30-pin port for debris or corrosion. Visually inspect iPad for any damage. Check the Sleep/Wake and Home buttons. 8. 4.Intermittent Power Quick Check Symptom • iPad won’t stay powered on • iPad powers on. and re-test • Ask customer about magnets being present on or near the sleep/ wake sensor (example: magnetic bracelet) Quick Check 1. the iPad 2 may respond by going to sleep. Charge iPad battery: Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 7. Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source. Are they damaged.

consult application developer. This may be a software bug and should be reported to Technical Service Provider Support (TSPS). • Check warranty coverage. Intermittent shutdown continues. Restore iPad. Ensure iPad has been restored and set up as new without third party applications. go to step 2 If application continues to crash. The iPad continues to intermittently shutdown when connected to 10W USB power adapter. No 2011-10-26 iPad 2 Symptom Charts — Power Issues  57 . Go to step 4. Restart troubleshooting from step 1. Result Yes Action Note: If the issue occurs only when using a third-party application. Verify if the shutdown can be reproduced with another known good iPad using the same steps. Issue resolved. F7A Code No 2. Verify if the intermittent shutdown symptom only occurs when disconnected from 10W USB power adapter or computer. Do not load any third party applications. Go to Battery Life Too Short. Remove the application and re-download using iTunes on a supported computer. Issue resolved.Deep Dive Check 1. Verify iPad continues to intermittently shut down. Yes No Yes No Yes No Yes 5. Replace iPad. Note: You will need the customer’s computer. 4. 3. Go to step 5. Verify the intermittent shutdown continues to occur. Go to step 3. remove content and report a problem. • Check for out-of-warranty repair option.

Check if a third party case is being used and causing the iPad to overheat and freeze. • If you can’t restore. verify that it has enough charge to turn on. If a single application is not responding or freezes when it opens. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. Check applications. Slide your finger across the slider to turn off iPad. 7. 4. When the red slider appears. release the Sleep/Wake button • Instead of dragging the red slider. see the steps below to restart.Frozen iPad Symptom Possible Causes: • 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” Quick Check 1. 9. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 6. go to Recovery Mode 8. force it to close: • Press and hold the Sleep/Wake button until the red slider appears. Charge for at least 10 minutes. Perform Device Firmware Update Restore. Go to Deep Dive. 3. 2. 2011-10-26 iPad 2 Symptom Charts — Power Issues  58 . Connect iPad to the 10W USB Power Adapter with the Dock Connector to USB Cable. If the screen displays a red battery icon. If there’s no video. until the Apple logo appears. press and hold the Home button for six seconds • If the device does not return to the Home screen. Restore: • Restore iPad with iTunes. 5. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Reset: • Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. let it continue to charge until it turns on.

Dock. Code No 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. • 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. Other USB adapters will not provide enough power to charge iPad. 30-pin connector are clean and free of defects.Deep Dive Check Is issue caused by accidental damage? Result Yes Action • The issue is not covered under warranty. 5. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Use iTunes to verify that the iPad has the latest software updates. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 4. Restart: • Press and hold the Sleep/Wake button until a red slider appears. This means that either it may take unusually long to fully charge iPad. the battery gauge is approximate. • Check for out-of-warranty repair option. or the device may not charge at all. Perform a visual inspection. Quick Check Symptom • Battery will not charge • Battery charge icon does not show fully charged • Not charging from 10W USB power adapter Quick Check 1. Slide your finger across the slider to turn off iPad. until the Apple logo appears. Additionally. 2. 3. Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source. • Covered if under warranty • Check for out-of-warranty repair option. Check cables. 2011-10-26 iPad 2 Symptom Charts — Power Issues  59 .

Deep Dive Check 1. Verify using a known good 10W power adapter and USB cable resolves the issue. F5A No 2011-10-26 iPad 2 Symptom Charts — Power Issues  60 . • Check for out-of-warranty repair option. • Covered if under warranty • Check for out-of-warranty repair option. Code No 2. Result Yes Action Isolate the faulty component and replace. • The issue is not covered under warranty. Is issue caused by accidental damage? Yes Go to step 2.

Battery life and charge cycles vary by use and settings.html Quick Check Symptom • Battery runs out of power very quickly • Short play time • Short battery life • Does not hold charge Quick Check 1. Go to Deep Dive. Check the status bar indicator. It reflects the remaining battery life. Refer to “Charging the Battery” in the iPad User Guide.com/batteries/ipad. iPad 2 Symptom Charts — Power Issues  61 2011-10-26 .** Note: The iPad battery is not removable or user-replaceable. For more information refer to: http://www. Check Settings. If this occurs. Gather details on device usage.000 charge cycles without a significant decrease in battery capacity over a typical five year lifespan. and then check again. 6. 4. 2. Check that the iPad 10W USB Power Adapter is being used to charge the iPad. Apple’s advanced chemistry and Adaptive Charging technology deliver up to 1.Battery Life Too Short It’s easy to confuse a power-consumption issue for one that requires a replacement. 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. Apple offers a battery replacement service for iPad.000 recharge cycles. This is expected behavior and does not indicate a battery or hardware issue. Charge the battery. Important: Battery and charge indicators can fluctuate briefly when you connect the device to power or wake it from sleep.apple. wait a few seconds. including battery percentage. 5. Battery percentage can remain at 99% with a full charge. Turn on the battery percentage indicator using Settings > General (Wi-Fi models) or Settings > General > Usage (Wi-Fi + 3G models). **A properly maintained iPad battery is designed to retain 80 percent or more of its original capacity during a lifespan of up to 1.

contamination. or damage. If not safe to connect USB cable. Is issue caused by accidental damage? Yes Go to step 2. Check power adapter. and 30-pin connector port for debris. F3A Code 2011-10-26 iPad 2 Symptom Charts — Power Issues  62 . The issue is not covered under warranty. No Covered if under warranty Check for out-of-warranty repair option. Check for out-of-warranty repair option No 2. Check for out-of-warranty repair option. dock. the issue is not covered under warranty. corrosion.Deep Dive Check 1. Result Yes Action Clean or fix if possible. Go to step 2.

Are accessories. and 30-pin connector on iPad burnt or damaged? Result Yes Action Determine which object (cable. etc. Is issue caused by accidental damage? Yes 2011-10-26 iPad 2 Symptom Charts — Power Issues  63 . Quick Check Disconnect the iPad from the Dock or iPad 10W USB power adapter. Check for out-of-warranty repair option. F9A Code 2. Go to step 2. USB cable. Deep Dive Check 1. Check any third party accessories for a burnt smell. USB cable.Burnt Smell / Odor Quick Check Symptom Burnt Smell / Odor iPad emits an odor or smell of smoke. The issue is not covered under warranty. dock.) is producing the smell and replace it or inform customer to discontinue using it until it’s determined to be safe. iPad. No Covered if under warranty Check for out-of-warranty repair option. No Verify iPad functions with known-good accessories.

or Other Item • Audio Issues • Headphone Issues • Wi-Fi Not Functioning • Cannot Connect to Cellular Data Network • TV Out/Video Out Not Functioning • Camera Not Functioning Properly • “Different SIM detected.Connectivity Issues Select a symptom from the list: • iTunes/Sync Issues • Cannot Add or Play a Song. Video. Please connect to iTunes.” message • “Invalid SIM card installed” message • Micro-SIM card issues • Video Adapters Not Functioning • Camera Not Functioning Properly • GPS or Location Services not functioning 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  64 .

7.iTunes/Sync Issues Symptom • iPad is not recognized in iTunes • iPad not syncing Quick Check 1. 11. Use iTunes to verify that the iPad has the latest software updates. Try connecting iPad to a different USB 2. 5. 6. iPad. Possible Causes: 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  65 . Verify Dock Connector to USB Cable is securely attached to iPad. For Windows.0 port on computer (not on keyboard or an external USB hub). refer to Apple Support article #TS1495: iPhone. iPad. 4. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 8. or iPod touch: Device not recognized in iTunes for Windows and Apple Support article #TS1567: iPhone. 2. or iPod touch: How to restart the Apple Mobile Device Service (AMDS) on Windows 9. Try connecting iPad to a different computer. Download and install (or reinstall) the latest version of iTunes. Charge iPad battery: Connect to a power outlet and charge with known-good iPad 10W USB Power Adapter for 10 minutes. Restart: • Press and hold the Sleep/Wake button until a red slider appears. 3. Slide your finger across the slider to turn off iPad. Check for third-party software conflicts. Go to Deep Dive. Disconnect other USB devices from the computer. Restart the computer and reconnect iPad. 10.

070-2750 (located on Service Source in the iPad 2 folder). determine if the issue is caused by accidental damage? Yes No Yes Go to step 2. sync iPad with iTunes before restoring to back up your most recent data and settings 4.Deep Dive Check 1. iPad shows low-battery icon after 10 seconds. or damage. Continue to charge for up to 10 minutes. click on your iPad. In the left column under Devices. If no. corrosion. then click on Restore in the Summary tab. All settings will be reset as well. Go to step 2. Return iPad to customer. Check for out-of-warranty repair option. (This restores iOS. contamination. the issue is not covered under warranty.) Note: This will delete all media and data. Check for out-of-warranty repair option. Go to step 3. Using the iPad 2 Quick Service Guide. 3. go to step 4 No Yes No Go to step 5. Covered if under warranty. If possible. Connect iPad to computer. Check for out-of-warranty repair option. The issue is not covered under warranty. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  66 . No 2. Restore iPad with iTunes. If not safe to connect USB cable. Result Yes Action Clean or fix if possible. Check dock for debris.

Restore iPad. Verify content in question plays correctly in iTunes. 4. Charge iPad battery: Connect to a power outlet and charge with known-good iPad 10W USB Power Adapter for 10 minutes. • 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. video. USB scanner. 8. and then reconnect the iPad to see if it fixes the problem. etc. such as a non-supported format. • Using known good content. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. (This restores the iOS) 10. Slide your finger across the slider to turn off iPad. or other item • Possible corrupt song. 6. video. Restart computer and reconnect iPad. or Other Item Quick Check Possible Causes: Symptom • Cannot add or play a song. 9. Connect the iPad to a different computer (if available) to see if the problem still occurs. etc. Could be a media issue. try reimporting/converting the song. 7. or other media content Quick Check 1. Video. from the original source media and then sync to iPad. video. • Restore iPad with iTunes. 3. Disconnect all other USB devices connected to the computer such as USB printer. Restart: • Press and hold the Sleep/Wake button until a red slider appears. until the Apple logo appears. Go to Deep Dive. 5.Cannot Add or Play a Song. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  67 . Use iTunes to verify that the iPad has the latest software updates. 2.

then click on Restore in the Summary tab Fixed? Return iPad to customer. (This restores iOS. If possible. sync iPad with iTunes before restoring to back up your most recent data and settings 4. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  68 . the issue is not covered under warranty. or damage. Check for out-of-warranty repair option. Covered if under warranty.) Note: This will delete all media and data. Check dock for debris.Deep Dive Check 1. Go to step 3. The issue is not covered under warranty. Determine if the issue is caused by accidental damage? Yes No Yes Go to step 2. Go to step 2. corrosion. Restore iPad with iTunes. Go to step 4 Connect iPad to computer. All settings will be reset as well. If no. Check for out-of-warranty repair option. contamination. In the left column under Devices. click on your iPad. go to step 4. No 2. If not safe to connect USB cable. Check for out-of-warranty repair option. Able to connect a known good USB cable to iPad? 3. Result Yes Action Clean or fix if possible. No Yes No Go to step 4.

8. Go to step 2. Make sure iPad case or plastic protective film is not covering speaker or microphone. Try known-good compatible headset. Check headphone jack for debris. Check for out-of-warranty repair option. and mic are not clogged with lint or other debris. • check Settings>General>Accessibility 4. or damage. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) 2. If not safe to connect headphone cable. Go to Deep Dive.Audio Issues Quick Check Possible Causes: Symptom • No audio through headphones • Audio distorted • Sound from only one channel in headset • Microphone distorted • No sound from speaker Quick Check 1. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). the issue is not covered under warranty. headphone jack. Check that the speaker grilles. 5. contamination. corrosion. Result Yes Action Clean or fix if possible. soft-bristled brush to clean out the holes and speaker grilles. Settings Deep Dive Check 1. 9. 6. No Go to step 2. Use compressed-gas duster with the straw attached to blow out debris from headset jack. Use a clean. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  69 . This setting forces stereo left and right channels to be mixed into both ears. small. Note: Do not use compressed-gas on speaker or microphone. 7. 3. Verify headset is pushed in all the way into connector. Remove case / or protective film and test again. dry.

(This restores the iOS. Go to step 4.) Yes Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Go to step 3. In the left column under Devices. Check for out-of-warranty repair option. Determine if the issue is caused by accidental damage? Yes No 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  70 . Verify connector is pushed in all the way. Restore iPad with iTunes.2. Go to step 4. Able to connect a known good headphone cable to iPad. Connect iPad to computer. No Yes No 4. click on your iPad. then click on Restore in the Summary tab. Covered if under warranty. Return iPad to customer. Check for out-of-warranty repair option. The issue is not covered under warranty. 3.

Note: Do not use compressed-gas on speaker or microphone. Remove case / or protective film and test again. Make sure iPad case or plastic protective film is not covering speaker or microphone. Use a clean. 8. -. dry. and mic are not clogged with lint or other debris. Go to Deep Dive.check Settings>General>Accessibility 4. Try known-good compatible headset.Headphone Issues Quick Check Symptom Possible Causes: • No audio through headphones • Audio distorted • Sound from only one channel in headset • Unable to listen to music Quick Check 1. This setting forces stereo left and right channels to be mixed into both ears. 5. Verify headset is pushed in all the way into connector. Use compressed-gas duster with the straw attached to blow out debris from headset jack. headphone jack. 3. small. 7. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) 2. 6. Settings 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  71 . 9. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). soft-bristled brush to clean out the holes and speaker grilles. Check that the speaker grilles.

Covered if under warranty. contamination. then click on Restore in the Summary tab. 3. Able to connect a known good headphone cable to iPad.) Yes No Yes Go to step 2. Determine if the issue is caused by accidental damage? Yes No 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  72 . Check for out-of-warranty repair option. The issue is not covered under warranty. click on your iPad. Go to step 4. Check for out-of-warranty repair option. Check for out-of-warranty repair option. Connect iPad to computer. Return iPad to customer. No 4. Go to step 3. Verify connector is pushed in all the way. Go to step 2. Go to step 4. Check headphones port for debris. or damage. If not safe to connect headphones cable. In the left column under Devices. No 2. (This restores iOS. the issue is not covered under warranty. Result Yes Action Clean or fix if possible.Deep Dive Check 1. Restore iPad with iTunes. corrosion.

5. • 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. • If the Wi-Fi network is not displayed on iPad as an available option. it may be a “closed” or “private” network. 11. and try connecting again. 6. Go to Deep Dive. Remove third party case and check Wi-Fi again. 4. Verify Airplane Mode is not enabled. 9. The more bars the stronger the signal. Move closer to Wi-Fi router or hotspot. you might try “forget this network” to erase any network settings for that wi-fi hotspot. Reset network settings: Settings > General > Reset > Reset Network Settings 12. If you could previously connect to the network. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  73 Settings . Restart: • Press and hold the Sleep/Wake button until a red slider appears. 10. turn it on by tapping the on/off icon. Locate and tap the Wi-Fi network you want to join. Check that possible third party iPad case not interfering with antennas. 3. Ensure Wi-Fi router software is up-to-date. If Wi-Fi is off. 8. Verify Wi-Fi is enabled and that you are connected to a Wi-Fi network. Possible Causes: Symptom • 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 Quick Check 1. Check the Wi-Fi signal strength in the status bar or Wi-Fi menu. Check iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Download the latest version of iTunes 2. Slide your finger across the slider to turn off iPad. 7. Check connection by using Safari to open a web page. This requires entering the name to join. Tap Settings > Wi-Fi.Wi-Fi Not Functioning Note: Some models of iPad 3GS and iPad 3G sold in China do not have Wi-Fi.

All settings will be reset as well. In the left column under Devices. If no. No Yes No Go to step 2. Note: This will delete all media and data. then click on Restore in the Summary tab Fixed? Return iPad to customer. Restore iPad with iTunes. determine if the issue is caused by accidental damage.Deep Dive Check 1. Using the iPad 2 Quick Service Guide (070-2750) document. Result Yes Action Connect iPad to computer. located on Service Source in the iPad 2 folder. The issue is not covered under warranty. If possible. Covered if under warranty. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  74 . (This restores iOS). sync iPad with iTunes before restoring to back up your most recent data and settings 2. Check for out-of-warranty repair option. Check for out-of-warranty repair option. go to step 2. click on your iPad.

If the iPad is in a carrying case. It does not have a removable SIM card tray. Quick Check 1. Possible Causes: Symptom • Able to connect to Wi-Fi networks. or damage? Result Yes No Action Issue resolved. Can iPad now connect to cellular network? 2. Verify Airplane Mode is not enabled: Settings > Airplane Mode > Off 3. remove it. -. Go to appropriate Deep Dive below: • with micro-SIM card • no SIM card Settings Deep Dive (With micro-SIM card) Check 1. but unable to connect to a cellular data network on iPad. Reset it. corrosion. Slide your finger across the slider to turn off iPad. Go to Settings > Cellular Data > SIM PIN. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  75 . • For Verizon models: “Could not activate cellular data network” error message. iPad Wi-Fi + 3G for Verizon has an integrated SIM. or damage. refer customer to cellular carrier for replacement card. Go to step 2. corrosion. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears • If you can’t restart the device.If card is damaged. Power Off (red slider) and back on. 2.If there is debris. • For models that have a MicroSIM card: “SIM not supported” error message. 4. .Cannot Connect to Cellular Data Network Note: Micro-SIM card only present in iPad Wi-Fi + 3G. Go to step 3. Does tray fail to insert fully or show signs of breakage? 3. Go to step 2. Restart: • Press and hold the Sleep/Wake button until a red slider appears. remove it from the case. Inspect micro-SIM card tray. Remove micro-SIM card and check for debris. No Go to step 3. Does the card or tray exhibit signs of debris. exposure to liquid. Go to step 2. Verify that micro-SIM is not locked. Yes No Yes Replace micro-SIM card tray.

Go to step 4. Check for out-of-warranty repair option.) Can iPad now connect to cellular network? 3.4.Turn off Wi-Fi: Settings > Wi-Fi > Off. No Yes No Yes No Go to step 2. (This will erase all customer data. Check for out-of-warranty repair option. Determine if the issue is caused by accidental damage? Yes No Yes Issue resolved. Reinstall original micro-SIM card. Determine if the issue is caused by accidental damage? Result Yes Action Issue resolved. Can iPad connect to cellular network? 5. No Yes No The issue is not covered under warranty. Go to step 4. Refer customer to cellular carrier for replacement card. The issue is covered if under warranty. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  76 . The issue is not covered under warranty. . Go to step 3. Restore iPad with iTunes. Deep Dive (No SIM card) Check 1. Check for out-of-warranty repair option. The issue is covered if under warranty. Original micro-SIM card is not functioning. Issue resolved.Remove original micro-SIM and install known-good microSIM. Check for out-of-warranty repair option. Call cellular carrier and verify that customer’s account is active and functioning. Can iPad now connect to cellular network? 2. . Can iPad connect to cellular network? 6.

For example. “Invalid SIM card installed” message Note: Micro-SIM card only present in iPad Wi-Fi +3G. This can be caused by inserting a non-Appleauthorized carrier micro-SIM card. or a different SIM card is inserted. Please connect to iTunes. iPad Wi-Fi +3G for Verizon does not have a removable SIM card. Reset or power cycle iPad. Try a known-good micro-SIM card. such as during testing. Symptom • SIM card issues Quick Check 1. 2. Symptom • “Invalid SIM card installed” message Quick Check 1. iPad Wi-Fi +3G for Verizon does not have a removable SIM card. SIM card issues Micro-SIM card only present in iPad Wi-Fi +3G. Please connect to iTunes. 3.” message Quick Check 1. This can be caused by inserting a micro-SIM card that is not the micro-SIM used for the iPad’s current activation. iPad Wi-Fi +3G for Verizon does not have a removable SIM card. if a new micro-SIM was used to activate the iPad. but the previous micro-SIM is later inserted. Symptom • “Different SIM detected. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  77 .” message Note: Micro-SIM card only present in iPad Wi-Fi +3G. Also check for corrosion or other damage.“Different SIM detected. Reseat the micro-SIM card.

4. Verify HDMI or VGA cable works properly.apple. adapter or with display/TV. Verify cables are plugged into the appropriate input jacks on the TV. 2. YouTube.Video Adapters Not Functioning Important: Educate the customer that some Apps such as Videos. 5. • Note: When properly working. Use self-powered bluetooth or analog-audio speakers to hear audio out when mirroring these apps. In the left column under Devices. click on your iPad. 6. Test with Photos or Calendar. Only the Photos app slideshows appear on the iPad. Restore: • Restore iPad with iTunes. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 3. For more information see iOS: About Apple AV Adapter compatibility: http://support. (This restores the iOS. possible issue with software. Photos app Slide Shows. Charge iPad. unless designed to display different output on the external display. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  78 .) • Connect iPad to computer. and correct input is selected using the TV’s controls. Ensure compatibility of the video adapter accessory being used with the iPad 2. YouTube and Keynote slide shows do not appear on iPad when appearing on the TV. but mirroring does not. Restart: • If you can’t restart the device . videos. Go to Deep Dive. 9. Note: iMovie and Garage Band apps on iPad 2 do not send audio over HDMI when mirroring with the Digital AV Adapter. then click on Restore in the Summary tab. 7.Reset iPad. • If YouTube content plays. Apps “mirror” by default (the external display will show the same content as your iPad 2 screen). Symptom • Unable to play content on television • Projector unable to display content • No audio over HDMI when mirroring using GarageBand or iMovie Quick Check 1. and Keynote slide shows override video on iPad 2. 8.com/kb/ht4108.

The issue is not covered under warranty. Check for out-of-warranty repair option. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  79 . Check for out-of-warranty repair option. Attempt to isolate issue to the component or composite cables (accessories). Go to step 2. Determine if the issue is caused by accidental damage? Result Yes No Yes No Action Issue resolved.Deep Dive Check 1. Covered if under warranty. Is the issue resolved? 2.

To record a video: Slide the Camera/Video switch to . 2. photos only. (Rear camera only. 3. 4. You can also press the center button on the iPad headset (or the equivalent button on your Bluetooth headset) to start and stop recording.Camera Not Functioning Properly Symptom Note: Not all camera functions listed here apply to all iPad models. Set exposure: Tap to adjust the exposure for the selected area of the image. • Camera not functioning • Cannot take photos • Cannot take video • Shutter sound not heard • Cannot switch between main and front cameras • Camera app is missing • Can’t zoom • Can’t focus Quick Check 1. Zoom in or out: Tap the screen. Make sure the Camera/Video switch is set to . The record button blinks while Camera is recording. rear camera only).) 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  80 . Tapping also displays the zoom control at the bottom of the screen (camera mode only. then use the slider at the bottom of the screen to zoom in or out. Tap again to stop recording. To take a photo: Aim iPad 2 and tap . Tap to start recording. A rectangle on the screen shows what the Camera is using to set the exposure.

if needed. 8. The sound isn’t played if the iPad is set to mute.5. the sound effects for Camera are played even if the iPad is set to mute. 6. If you don’t see the controls. tap the screen to display them. 7. Tap Done to return to camera or video mode. Use the left and right arrows at the bottom of the screen to review photos and videos in the Camera Roll. Switch between front and back cameras: Tap in the upper-right corner of the screen. Review a photo or video you’ve just taken: Tap the thumbnail of your last shot. The customer will need to enter their password to Disable the restriction. iPad makes a shutter sound. or just flick left or right. Camera app is missing: Verify that Camera has not bee restricted in Settings > General > Restrictions. in the lower-left corner of the screen. Note: In some regions. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  81 . Clean the camera lens with a microfiber polishing cloth. Sound effects: When you take a photo or start a video recording.

GPS or Location Services not functioning
• GPS (Global Positioning System) is a function of Location Services. There is no separate GPS setting. • Location Services utilizes available information from orbiting satellites (GPS), cellular network data, and local Wi-Fi networks to determine approximate location. To function, Location Services must be turned on, and requires access to data through either cellular, or Wi-Fi, or both. For more information, refer to, “iPad: Understanding Location Services” http://support.apple.com/kb/HT4084. For best location results all three of the following should be available:

GPS: Note: GPS may not be available in all areas.
Symptom • GPS issues Quick Check 1. Verify that Location Services is turned on (Settings > General > Location Services), and the iPad location has a wide, unobstructed view of the sky (this may require being close to a large window or actually being outside in an unobstructed area). 2. Note: GPS compares the GPS satellite time to the iPad’s current time. If the time is off by a few minutes, it takes longer to determine position correctly.

Cellular:
Symptom • Cellular issues Quick Check 1. Verify that Airplane Mode is not turned on (Settings > Airplane Mode), and that there is a cellular connection.

Wi-Fi:
Symptom • Wi-Fi issues Quick Check 1. Verify that Wi-Fi is turned on (Settings > Wi-Fi) and that it is connected to a known-good Wi-Fi network.

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iPad 2 Symptom Charts — Connectivity Issues  82

Note: Initial GPS location can take time, depending upon the number of visible satellites. When available, the iPad uses cell towers and Wi-Fi to quickly determine initial position, fine-tuning as the GPS signal increases. After the iPad receives a strong GPS signal from multiple satellites, it relies more on GPS positioning. If either cell towers or Wi-Fi are unavailable, the device may take several minutes to calculate an accurate position.

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iPad 2 Symptom Charts — Connectivity Issues  83

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

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iPad 2 Symptom Charts — Display Issues  84

Go to Deep Dive.Bad Video/Poor Image Quick Check Symptom • • • • • • • • • • No video Distorted video Pixel anomalies No backlight Display won’t respond Rainbow effect Poor image Bad contrast Horizontal/Vertical lines White screen Quick Check 1. 8. Charge iPad battery. 2011-10-26 iPad 2 Symptom Charts — Display Issues  85 . 3. 4. Restart (next step) and verify the issue occurs consistently on multiple screens to rule out a software-related issue. or software issue. • Slide your finger across the slider to turn off iPad. display. refer to About LCD display pixel anomalies article. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 5. • To turn iPad on. Try rotating the iPad to confirm if it’s a media. Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds. pixel. until the Apple logo appears. 6. press and hold the Sleep/ Wake button until the Apple logo appears 7. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2. For pixel anomalies.

(This restores the iOS. Check for out-of-warranty repair option. F1B No Covered if under warranty Check for out-of-warranty repair option. Go to Step 2 Code 2. If no. go to step 2. Restore iPad with iTunes.) Note: This will delete all media and data. click on your iPad. sync iPad with iTunes before restoring to back up your most recent data and settings No Result Yes Action Connect iPad to computer. In the left column under Devices. All settings will be reset as well. Is issue caused by accidental damage? Yes The issue is not covered under warranty. F4A 2011-10-26 iPad 2 Symptom Charts — Display Issues  86 . Return iPad to customer. If possible. then click on Restore in the Summary tab.Deep Dive Check 1.

then the center to verify it zooms in everywhere you tap • If a specific area is affected in another app. and a battery icon flashes Quick Check 1. 2. Clean iPad screen. until the Apple logo appears. Repeat Map application touch screen test. note location. Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds. 4. Rule out environmental causes by checking for gloves. Go to Deep Dive. Test: Launch the Maps application. • Double-tap each corner of map. and protective films or cases. and verify touch functionality for that location in the Maps app. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 5. 6. press and hold the Sleep/ Wake button until the Apple logo appears. • Slide your finger across the slider to turn off iPad. 2011-10-26 iPad 2 Symptom Charts — Display Issues  87 . 3. 7. 8. Toggle the screen rotation lock switch and rotate iPad to landscape mode.Multi-Touch Screen Not Responding Quick Check Symptom • 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. • To turn iPad on. Restart: • Press and hold the Sleep/Wake button until a red slider appears. styluses.

Deep Dive Check Is issue caused by accidental damage? Result Yes Action The issue is not covered under warranty. Check for out-of-warranty repair option. F2B Code F1B 2011-10-26 iPad 2 Symptom Charts — Display Issues  88 . No Covered if under warranty Check for out-of-warranty repair option.

6. Slide the slider to unlock iPad. • Notice brightness of the screen and application icons. 3. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2. • Uncover top of the display and in a few moments the display will brighten. 4. press and hold the Sleep/ Wake button until the Apple logo appears 8. Go to Deep Dive. Settings 2011-10-26 iPad 2 Symptom Charts — Display Issues  89 . 9. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 7. then press the Sleep/Wake button or the Home button to wake iPad. Test the sensor: • In a bright light environment. Press the Home button to return to the Home screen. 5. they should be dimmed. cover the top third of iPad display to block light. • To turn iPad on. • Slide your finger across the slider to turn off iPad. Remove third party screen protector or case and check again. Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds. then press the Sleep/Wake button to lock iPad. and that the Brightness level is set near the middle of the slider. Restart: • Press and hold the Sleep/Wake button until a red slider appears.Ambient Light Sensor Issue Possible Causes: Quick Check Symptom • The screen does not dim or brighten appropriately with change in lighting conditions Quick Check 1. until the Apple logo appears. Verify nothing is blocking the sensor. Verify that the Brightness setting (Settings > Brightness & Wallpaper) is set to Auto-Brightness ON.

Is issue caused by accidental damage? Yes Result Yes Action Connect iPad to the computer. sync iPad with iTunes before restoring to back up your most recent data and settings No 2. click on your iPad. Note: This will delete all media and data. Return iPad to customer. go to step 2. Restore iPad with iTunes. If possible. Go to Step 2 The issue is not covered under warranty. Check for out-of-warranty repair option.Deep Dive Check 1. No Covered if under warranty Check for out-of-warranty repair option. All settings will be reset as well. If no. F2C Code 2011-10-26 iPad 2 Symptom Charts — Display Issues  90 . In the left column under Devices. then click on Restore in the Summary tab.

Go to Deep Dive.Cracked Display Quick Check Symptom • Cracked LCD • Cracked Cover Glass Quick Check 1. such a glass fragments. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. Do not perform procedures that can be a safety risk to you or the customer. F1B Code 2011-10-26 iPad 2 Symptom Charts — Display Issues  91 . 2. Deep Dive Check Is issue caused by accidental damage? Result Yes Action The issue is not covered under warranty. Determine whether there is a safety issue.

apple. Slide your finger across the slider to turn off iPad.com/kb/HT4085: iPad: Understanding screen rotation lock. Go to Deep Dive. In the left column under Devices. When Side Switch is set to mute. • Connect iPad to computer. (Settings > General > Use Side Switch) 3. until the Apple logo appears. • 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. Verify Side Switch setting not set to Lock Rotation setting. click on your iPad. 2. 8. For more information on enabling rotation lock. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 6. Charge iPad battery 5. 2011-10-26 iPad 2 Symptom Charts — Display Issues  92 . 4. a screen rotation lock button appears in the multitasking user interface. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. • First make sure you are using the latest version of iTunes. then click on Restore in the Summary tab. 7. Check Multitasking user interface.Display Rotation Not Working Quick Check Symptom • Display rotation stopped working Quick Check 1. Restore: • Restore iPad with iTunes. refer to http://support. (This restores the iOS).

Deep Dive Check Result Action Code Is issue caused by accidental damage? Yes The issue is not covered under warranty. Check for out-ofwarranty repair option. F2C (If sensor) or F2A (If button or switch) 2011-10-26 iPad 2 Symptom Charts — Display Issues  93 . No Covered if under warranty Check for out-ofwarranty repair option.

or Other Item 2011-10-26 iPad 2 Symptom Charts — Software Issues  94 .Software Issues Select a symptom from the list: • Application Issues • iTunes Sync Issues • Cannot Add or Play a Song. Video.

refer to Phone. com/kb/TS1702. 2011-10-26 iPad 2 Symptom Charts — Software Issues  95 . iPad. Sync iPad with iTunes. Verify application is compatible with iPad 3.apple. • Tap the “x” in the corner of the application you want to remove. tap Update All.Applications Issues Note: Updating an application requires the customer’s computer and password to enter the iTunes account associated with that application. http://support. For more information. • Press the Home button to cancel or stop deleting applications. Quick Check Possible Causes Symptom • Unable to sync applications • Application not working as it should • Irregular behavior • Application open and return immediately to Home screen Quick Check 1. Remove application if still having issues. • Open the App Store on iPad and locate the application to reinstall • Check if issue is resolved. Go to Deep Dive. 7. • To turn iPad on. press and hold the Sleep/ Wake button until the Apple logo appears 6. 8. 4. • Slide your finger across the slider to turn off iPad. 5. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Reinstall application. Update application. If updates are available. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2. Open App Store and tap Updates. • Tap Delete to remove the application and all of its data from your iPad. or iPod touch: Troubleshooting applications purchased from the App Store. • Touch and hold any application icon on the Home screen until the icons start to wiggle.

go to step 2. If no. Return iPad to customer. then click on Restore in the Summary tab. Check for out-of-warranty repair option. All settings will be reset as well. Note: This will delete all media and data. Restore iPad with iTunes. click on your iPad. Is issue caused by accidental damage? Yes Go to Step 2 The issue is not covered under warranty.Deep Dive Check 1. sync iPad with iTunes before restoring to back up your most recent data and settings Result Yes Action Connect iPad to the computer. No 2. F5A Code 2011-10-26 iPad 2 Symptom Charts — Software Issues  96 . If possible. No Covered if under warranty Check for out-of-warranty repair option. In the left column under Devices.

Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Software Issues  97 . or other media content Quick Check 1.apple. Connect the iPad to a different computer (if available) to see if the problem still occurs. etc. 4.com/ipad/specs/ 3. video. Refer to http://www. Restart: • Press and hold the Sleep/Wake button until a red slider appears. USB scanner. try re-importing/converting the song. • Restore iPad with iTunes. and then reconnect the iPad to see if it fixes the problem. Restart computer and reconnect iPad. Restore iPad. 10. until the Apple logo appears. Disconnect all other USB devices connected to the computer such as USB printer. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Update to the latest version of iTunes 2. Could be a media issue. or Other Item Quick Check Possible Causes: Symptom • Cannot add or play a song. Verify content in question plays correctly in iTunes. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Video. • Using known good content. 7. video. such as a non-supported format.Cannot Add or Play a Song. 9. 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. 8. from the original source media and then sync to iPad. 6. video. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 5. etc. or other item • Possible corrupt song.

No 2. If possible. Check for out-of-warranty repair option. the issue is not covered under warranty. Go to step 3. then click on Restore in the Summary tab Fixed? Return iPad to customer. No Covered if under warranty Check for out-of-warranty repair option. In the left column under Devices. Go to step 4 Connect iPad to computer. Go to step 2. or damage. Check for out-of-warranty repair option. Check dock for debris. Is issue caused by accidental damage? Yes Go to step 4. Note: This will delete all media and data. corrosion. click on your iPad. If not safe to connect USB cable. Restore iPad with iTunes. All settings will be reset as well. The issue is not covered under warranty. go to step 4.Deep Dive Check 1. F5A Code 2011-10-26 iPad 2 Symptom Charts — Software Issues  98 . Able to connect a known good USB cable to iPad? Yes No 3. If no. Result Yes Action Clean or fix if possible. No 4. sync iPad with iTunes before restoring to back up your most recent data and settings Yes Go to step 2. contamination.

Check for third-party software conflicts. ensure cable is attached securely to iPad. refer to: Device not recognized in iTunes for Windows and How to restart the Apple Mobile Device Service (AMDS) on Windows. 3. 5. 4. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Update to the latest version of iTunes 6. For Windows. 2. Try a different USB port on computer. Disconnect other USB devices from your computer and connect iPad to a different USB 2. Charge the iPad. • Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears 9. 11. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Connect iPad to a USB port that is built into the computer instead of the keyboard or an external USB hub. 8. Restart the computer and reconnect iPad. 12.iTunes Sync Issues Symptom • iPad is not recognized in iTunes • iPad not syncing Quick Check 1. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Software Issues  99 . Try connecting the iPad to another computer.0 port on your computer (not on your keyboard). Slide your finger across the slider to turn off iPad. Connect iPad to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 7. If using just the iPad 30-pin connector. 10. Download and install (or reinstall) the latest version of iTunes.

No 2. Is issue caused by accidental damage? Yes Go to step 2. Check for out-of-warranty repair option. Restore iPad with iTunes. The issue is not covered under warranty. or damage. iPad shows low-battery icon after 10 seconds. F5A Code No Yes 2011-10-26 iPad 2 Symptom Charts — Software Issues  100 . click on your iPad. the issue is not covered under warranty. then click on Restore in the Summary tab. If possible. No Covered if under warranty Check for out-of-warranty repair option. contamination. Yes No 3. If not safe to connect USB cable. In the left column under Devices. Check for out-of-warranty repair option. sync iPad with iTunes before restoring to back up your most recent data and settings 4. corrosion. Result Yes Action Clean or fix if possible. Go to step 2. Check dock for debris. Go to step 3 Connect iPad to computer. Go to step 4. Note: This will delete all media and data.Deep Dive Check 1. Return iPad to customer. Continue to charge for up to 10 minutes. All settings will be reset as well.

Alert Messages Select a symptom from the list: • Alert Messages Appear on iPad Screen or iTunes 2011-10-26 iPad 2 Symptom Charts — Alert Messages  101 .

Recovery: • If you can’t restore. 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. Check iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 4. 2011-10-26 iPad 2 Symptom Charts — Alert Messages  102 . Go to Deep Dive. press and hold the Sleep/ Wake button until the Apple logo appears 6. Many alerts provide additional information or links to resolve the issue 2. Perform visual inspection: • Check for debris in dock • Check adapter connector 3. 7. Read the alert to determine the issue.Alert Messages Appear on iPad Screen or iTunes Quick Check Possible Causes Symptom • “Use iTunes to Recover” window • Error messages on the iPad • Error message in iTunes Quick Check 1. Restart: • Press and hold the Sleep/Wake button until a red slider appears. • To turn iPad on. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 5. • Slide your finger across the slider to turn off iPad. go to Recovery Mode 8.

If possible. corrosion. sync iPad with iTunes before restoring to back up your most recent data and settings Yes 2011-10-26 iPad 2 Symptom Charts — Alert Messages  103 . Is issue caused by accidental damage? Yes Go to step 4. Check for out-of-warranty repair option. The issue is not covered under warranty. F6A Code No 3. Able to connect a known good USB cable to iPad.Deep Dive Check 1. Go to step 3. No 4. connect the iPad to a known good power adapter to charge for up to 20 minutes. then click on Restore in the Summary tab. Go to step 4. If no. Check for out-of-warranty repair option. click on your iPad. Result Yes Action Clean or fix if possible. No Covered if under warranty Check for out-of-warranty repair option. Connect iPad to computer. No 2. Note: This will delete all media and data. the issue is not covered under warranty. If needed. All settings will be reset as well. If not safe to connect USB cable. go to step 4. In the left column under Devices. Go to step 2. Yes Go to step 2. Restore iPad with iTunes. Return iPad to customer. or damage. contamination. Check dock for debris.

Input / Output Issues Select a symptom from the list: • Audio Issues • Headphone Issues • Photos and Video Not Importing • iPad 2 Dock Not Functioning • Apple Wireless Keyboard Not Functioning 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  104 .

Try known-good compatible headset. Check Multitasking user interface setting. small. 10. a screen rotation lock button appears in the multitasking user interface. Check that the speaker grilles. sound effects. Verify Side Switch setting not set to Mute setting. 8. audio may go to HDMI device. If mirroring with HDMI cable. soft-bristled brush to clean out the holes and speaker grilles. Music and video will still play in Apple apps (third party may vary). Use compressed-gas duster with the straw attached to blow out debris. 9. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). When Side Switch is set to mute. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) • 3. This setting forces stereo left and right channels to be mixed into both ears. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  105 . • check Settings>General>Accessibility 5. 4. Use a clean. etc). (Settings > General > Use Side Switch) or Note: The Side Switch button does not mute all audio or video playback (mainly system sounds. and mic are not clogged with lint or other debris. headphone jack. 7. alerts. Verify headset is pushed in all the way into connector. Verify audio output isn’t going to Airplay or Bluetooth device.Audio Issues Symptom • • • • No sound No audio through headphones Audio distorted Sound from only one channel in headset • Microphone distorted • No sound from speaker Quick Check 1. 6. dry. 2.

Check headphone jack for debris. Go to step 4. Check for out-of-warranty repair option. Able to connect a known good headphone cable to iPad. the issue is not covered under warranty. Go to step 3. Result Yes Action Clean or fix if possible.Deep Dive Check 1. Restore iPad with iTunes. Connect iPad to computer. No 2. contamination. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. or damage. Yes Go to step 2. No Covered if under warranty. If not safe to connect headphone cable. Verify connector is pushed in all the way. then click on Restore in the Summary tab. click on your iPad. Check for out-of-warranty repair option. Yes No 4. The issue is not covered under warranty. corrosion. Check for out-of-warranty repair option. Return iPad to customer. Go to step 4. F5DInput F5EOutput Code No 3. In the left column under Devices. Is issue caused by accidental damage? Yes 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  106 . Go to step 2.

If not safe to connect headphones cable. Code 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  107 .Headphone Issues Quick Check Symptom • No audio through headphones • Audio distorted • Sound from only one channel in headset • Unable to listen to music Quick Check 1. Check for out-of-warranty repair option. contamination. This setting forces stereo left and right channels to be mixed into both ears. Try known-good compatible headset. or damage. Check headphones port for debris. • Check Settings>General>Accessibility 4. Use a clean. 3. Go to step 3. dry. Yes No Go to step 2. Use compressed-gas duster with the straw attached to blow out debris. 7. Able to connect a known good headphone cable to iPad. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). and mic are not clogged with lint or other debris. 8. small. 6. Result Yes Action Clean or fix if possible. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) 2. the issue is not covered under warranty. Go to step 4. 5. Verify connector is pushed in all the way. Go to Deep Dive Deep Dive Check 1. headphone jack. Go to step 2. No 2. soft-bristled brush to clean out the holes and speaker grilles. corrosion. Check that the speaker grilles. Verify headset is pushed in all the way into connector.

No 4.3. In the left column under Devices. Restore iPad with iTunes. Go to step 4. click on your iPad. Check for out-of-warranty repair option. The issue is not covered under warranty. F5E 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  108 . Return iPad to customer. then click on Restore in the Summary tab. Is issue caused by accidental damage? Yes No Covered if under warranty Check for out-of-warranty repair option. Yes Connect iPad to computer.

6. Restart computer. 9. 7. Note: The original iPod Camera Connector is not compatible with the iPad. Test again with known good SD card/camera/ cable/SD Card Reader. 5. Note: Some cameras require a powered hub. Slide your finger across the slider to turn off iPad. Reset iPad. Verify SD card be read on another device. 4. Symptom • Photos not importing • Videos not importing Quick Check 1. Check iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Update to latest version of iTunes 2. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 10. 8.0). such as USB compatible mobile devices or printers with integrated SD card readers. Restart the iPad: • Press and hold the Sleep/Wake button until a red slider appears. remove and reinsert SD card into SD Card reader. Ensure camera and/or video camera is turned on and supports Picture Transfer Protocol (PTP 1. Charge iPad battery. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. the Camera Connector’s USB port may suggest the capability to import media from other devices. Check Camera Connector or SD Card reader connections to the iPad dock connector. 3. Remove the battery from the digital camera to restart or reset it. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  109 . until the Apple logo appears. Check USB cable connection to camera or if using SD Card reader. 11. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes.Photos and Videos Not Importing Important: To some users. iPad supports importing photos and videos from these devices.

Check for out-of-warranty repair option.Deep Dive Check 1. Check for out-of-warranty repair option.” http://support. Go to step 2. Check Camera Connector or SD Card reader for debris. Not all camera/ cards will be compatible. or damage. Issue resolved. Code Yes The issue is not covered under warranty. corrosion. Go to step 3. No Covered if under warranty Check for out-of-warranty repair option. F5D 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  110 . Able to connect a known good Camera Connector and/or SD Card reader and USB camera cable to iPad? Able to import photos and/or videos? 3. Clean or fix if possible. try connecting the camera to the iPad Camera Connector with a powered USB hub. Refer to “iPad: Using the iPad Camera Connection Kit. Result Yes Action If a customer reports a camera that previously worked with iOS 3 is unable to import when using iOS 4.com/ kb/HT4101. contamination. No 2.apple. Is issue caused by accidental damage? Yes No Go to step 2. Note: Check camera/cards compatibility.

Check iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Update to the latest version of iTunes 2. Charge iPad. 7. Try a known-good Dock. 5. Slide your finger across the slider to turn off iPad. the iPad is not charging. 8.iPad 2 Dock Not Functioning Quick Check Symptom • Ensure customer is using the proper dock. Ensure iPad is charging. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Important: If the Dock is not connected to a power source using the 10W USB Power Adapter. 3.Reset iPad. 6.iPad 2 dock with iPad 2 . Ensure iPad is properly positioned and fully docked on connector. If present. 4. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears • If you can’t restart the device . until the Apple logo appears. reseat audio cable on back of Dock.iPad dock with iPad • Typing issues • iPad not charging while in dock • Powered speakers not working Quick Check 1. . Restart: • Press and hold the Sleep/Wake button until a red slider appears. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  111 .

F9A Code 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  112 . Go to step 2. Result Yes Action Clean or fix if possible. No Covered if under warranty Check for out-of-warranty repair option. Verify USB cable connects firmly to iPad. Check for out-of-warranty repair option. Check for out-of-warranty repair option. No 2. The issue is not covered under warranty. Is issue caused by accidental damage? Yes Go to step 2.Deep Dive Check 1.

the iPad is not charging. 9. Make sure Apple Wireless Keyboard has known good batteries installed and they are installed in correct orientation. Restart: • Press and hold the Sleep/Wake button until a red slider appears. Refer to: AirPort and Bluetooth: Potential sources of interference for wireless devices and networks 7. Ensure compatibility with iPad of accessory being used. Check Settings. until the Apple logo appears.Apple Wireless Keyboard Not Functioning Quick Check Possible Causes: Symptom • Keyboard not recognized • Certain applications not responding to typing Quick Check 1. Make sure the keyboard has been paired properly with the iPad and is not paired to another keyboard. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Ensure iPad is charging. Check for potential sources of interference for wireless devices and networks. 5. Turn on the Apple Wireless Keyboard. • 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. Refer to the Apple Store for supported Apple Wireless Keyboard. 4. Only the Apple Wireless Keyboard is supported. 6. Enable Bluetooth on iPad. Slide your finger across the slider to turn off iPad. 8. 2. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software • Update to latest version of iTunes 3. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  113 . Important: If Dock is not connected to a power source using the 10W USB Power Adapter.

If a customer attempts to pair an unsupported wireless keyboard with iPad. Supported? Note: The original Apple Wireless Keyboard (pre-2007) is not supported. Check that wireless keyboard is supported with iPad. Check for out-of-warranty repair option. F5C Result Yes Action Covered if under warranty Check for out-of-warranty repair option. Code 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  114 . 2. No Covered if under warranty Check for out-of-warranty repair option. the pairing status eventually returns to “Not Paired” and without an alert.Deep Dive Check 1. Only the Apple Wireless Keyboard is supported. Is issue caused by accidental damage? Yes The issue is not covered under warranty. No Go to step 2.

. All rights reserved. Apple Technician Guide Take Apart iPad 2 © 2011 Apple Inc.

Using the tool could cosmetically damage the hole and/or scratch the iPad 2 case. If you change cellular data carriers. also known as a third form factor (or 3FF). The Wi-Fi + 3G model for Verizon does not have a SIM card.Micro-SIM Card Tray First Steps No first steps required. Note: For cellular data. 2011-10-26 iPad 2 Take Apart — Micro-SIM Card Tray  116 . you may need to remove the micro-SIM card. iPad Wi-Fi + 3G uses a micro-SIM card. Note: Do not use the iPad SIM eject tool (shown) on the iPad 2. iPad 2 Wi-Fi + 3G SIM tray is located on the rear cover on the left side. Tools iPad 2 SIM eject tool (922-9900).

next to the SIM tray. 3 Pull out the SIM tray to install or replace the micro-SIM card. Press firmly and push the tool in until the tray pops out. Note: For iPad 2’s that do not use a SIM card. 2011-10-26 iPad 2 Take Apart — Micro-SIM Card Tray  117 .Removal 1 Insert the tip of the SIM eject tool into the hole on the rear cover. 2. instruct the customer to suspend service to their iPad 2 before sending their iPad 2 in for repair. Refer to KBase article HT 4572: Verizon: How to deactivate a Cellular Data account on iPad 2 Wi-Fi + 3G for Verizon . but require service.

 Apple Technician Guide Views iPad 2 © 2011 Apple Inc. All rights reserved. .

3G antenna H .Volume buttons B .Micro-SIM tray I .Back camera D.External Views Rear View A .Side Switch C .Speaker J .Dock connector K -Serial number (not on all models) 2011-10-26 iPad 2 Views — External Views  119 .Headphone jack G .Sleep/Wake E .Microphone F .

Micro-SIM Tray Removal Tool Micro-SIM Tray Removal v 2011-10-26 iPad 2 Views — External Views  120 .

iPad 2 Dock A .Line out B .30-Pin connector 2011-10-26 iPad 2 Views — External Views  121 .

iPad 2 Dock with iPad 2 2011-10-26 iPad 2 Views — External Views  122 .

Apple Digital AV Adapter Apple Digital AV Adapter Port View 2011-10-26 iPad 2 Views — External Views  123 .

Camera Connection Kit 2011-10-26 iPad 2 Views — External Views  124 .

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