 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.

Please send feedback to smfeedback2@apple.com.

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 .

” 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. 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 . Video. Video. Please connect to iTunes.Connectivity Issues  64 iTunes/Sync Issues  65 Cannot Add or Play a Song. 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.

Inserted iPad Quick Service Guide (VMI) after the Visual Mechanical Inspection heading -.Manual Updates 26 October 2011 • Corrected broken links 24 October 2011 • Basics>Overview>Added information on new Smart Covers. use iCloud or to iTunes to backup -. 0702750 (Visual Mechanical Inspection) 11 March 2011 • Product introduced 2011-10-26 iPad 2 — Manual Updates  6 . 2 • Basics>Software Information: Added iOS 5 information and link. • Troubleshooting>General Troubleshooting: -.Added “Backup User Data” topic. Ver.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.

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

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

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

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

1.8 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. and videos • HD (720p) back camera for HD video recording. 32 GB. 1. 2011-10-26 iPad 2 Basics — Overview  11 . Pad 2 Wi-Fi and iPad 2 Wi-Fi + 3G—in several configurations. Each model is available in black or white with 16 GB. and many other factors.33 pounds/601 g (Wi-Fi model). 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. For information on which features the iPad 2 supports. or 64 GB of flash memory.com/kb/HT4559 “iPad: Which features does my iPad support?” iPad Models The iPad 2 comes in two models. In the U.35 pounds/613 g (Wi-Fi + 3G model).apple.Identifying Features • Thinner (0.34 inch/8.. refer to http://support.34 pounds (607 g) (Wi-Fi + 3G for Verizon model) * Battery results depend on settings. Actual results may vary. usage.S. sleep when closed • 3G models for AT&T or Verizon • Video mirroring • Three-axis gyro • Weight: 1. iPad 2 Wi-Fi + 3G is available for either AT&T or Verizon Wireless 3G cellular networks. photos.

or Windows XP Home or Professional with Service Pack 3 or later • The latest version of iTunes (free download from http://www.com/ipad/ • iPad Support Page: Information.3 Software): Easy to access. • http://www.8 or later • Windows 7.System Requirements To use iPad.apple.pdf • iPad 2 Wi-Fi + 3G . you need: • Mac or a PC with a USB 2.5. in-depth usage instructions for features and settings.info. • http://www.com/specs/#ipad Additional Resources • iPad Product Page: iPad features and technology. and troubleshooting tips. • http://manuals.apple.apple.apple.info.com/en_US/ipad_user_guide.0 port and one of the following operating systems: • Mac OS X version 10.pdf • Syncing iPad and other iTunes topics: Refer to the iTunes “How-to” page.pdf • iPad 2 User Guide (For iOS 4.com/itunes/download/ • Internet access iPad Technical Specifications • http://support.apple. • http://www. guides.apple.info. assistants.com/en_US/iPad_2_ATT_Important_Product_Info.com/itunes/how-to 2011-10-26 iPad 2 Basics — Overview  12 .apple. Windows Vista.apple.Important Product Information Guide • http://manuals.com/support/ipad/ • iPad User Guide (For iOS 5 Software) • http://manuals.com/en_US/ipad_2_user_guide.

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. (Original iPad serial numbers are 11 characters.) Back of the device 2011-10-26 iPad 2 Basics — Overview  13 .

The iPad 2 Wi-Fi + 3G model for Verizon has an MEID. Refer to the following graphics to locate the serial number and the IMEI and MEID identifiers. 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. The Wi-Fi only model does not have an IMEI or MEID. Both IMEI and MEID have the same function: to uniquely identify a mobile device on a cellular network. or International Mobile Equipment Identity.

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 .

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

some accessories may be incompatible.apple.com/ipad/accessories/ 2011-10-26 iPad 2 Basics — Overview  18 . For details regarding iPad accessories refer to http://www. Use the Apple Online Store and other resources to determine compatibility.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.apple.Accessories Included with iPad are: • Dock Connector to USB Cable • 10W USB Power Adapter • SIM eject tool (iPad 2 Wi-Fi + 3G model only.com/kb/HT4111 Note: Because the iPad 2 design differs from the design of the original iPad. 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.

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

identify the color by using the EEEE code. Polyurethane Blue. Leather Smart Cover. 2 Ver. Or. Polyurethane Orange. The EEEE code below. Leather Tan. or as with previous Smart Covers. 5th. Polyurethane Pink. Leather Light Gray. Polyurethane Green. Leather Tan. Leather Cream.How to Identify Smart Covers The new Smart Cover can be identified by the color-matched microfiber on the lining. Polyurethane Green. identifies the cover as the Tan. 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. Polyurethane Blue. Leather Cream. The EEEE code is the 6th. Leather Red. 2 Ver. 2 Original Original Original Original Original Original Original Original Original Original Smart Cover Service Strategy • Like-for-like replacement. 2 Ver. 2 Ver. 4th. replacement covers can be ordered as out of warranty parts. 2 Ver. Leather Navy. Polyurethane Black. Polyurethane Light Gray. Polyurethane Pink. 2 Ver. 2 Ver. and 3rd digits from the end of the serial number. 2 Ver. 2. 2 Ver. Polyurethane Black. Ver. 2011-10-26 iPad 2 Basics — Overview  20 . Leather Red. DV8Q. 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. Leather Navy. Use the table below to identify the Smart Covers. located on the metal spine.

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

2011-10-26

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.

2011-10-26

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.

2011-10-26

iPad 2 Basics — Overview  23

iPhone 4 (GSM model) and iPhone 4 (CDMA model). or attach compatible accessories to iPad 2 while it is connected to your TV. or other display using an HDMI cable (sold separately). projector or TV at up to 1080p resolution using the Apple Digital AV Adapter or Apple VGA Adapter. Some apps may override mirroring and use the external display as a second video monitor instead of mirroring. 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. Note: Apple Digital AV Adapter will also work with iPad.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. All apps are mirrored by default. 2011-10-26 iPad 2 Basics — Overview  24 . The Apple Digital AV Adapter has a 30-pin receptacle so that you can charge. monitor. sync. Use self-powered bluetooth or analog-audio speakers to hear audio out when mirroring these apps.

iPad. For more information on the VGA Adapter. refer to Knowledge Base HT4108.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. and iPod touch (4th generation): About Apple VGA Adapter compatibility. 2011-10-26 iPad 2 Basics — Overview  25 .

• Press & hold volume down button to mute all sound 2011-10-26 iPad 2 Basics — Hardware Information  26 .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.

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

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

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

2011-10-26 iPad 2 Basics — Hardware Information  30 .apple. supported cellular data plan (sold separately) you can connect to the Internet via quadband GSM/EDGE or tri-band UMTS/HSDPA • Wi-Fi (802. iPad 2.11a/b/g/n) • Bluetooth 2.com/ kb/HT3647 • Wi-Fi (802.Wireless Connectivity With iPad 2 you can use the following wireless technologies and Location Services.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. switches between portrait and landscape modes. iPad Model Wi-Fi Wireless and Cellular • Wi-Fi (802.S. and rotation rate.11a/b/g/n) • Bluetooth 2. Many built-in applications adjust their interface based on whether iPad is held in portrait or landscape mode.11a/b/g/n) • Bluetooth 2. and tilt. it makes iPad 2 capable of advanced motion sensing such as user acceleration. Bluetooth stereo headsets and headphones. and functions as the tilt controller for applications and games that use this hardware component. iPod touch: supported Bluetooth profiles. Used together with the accelerometer.1 + EDR technology • With an active.1 + EDR technology • With an active. Three-Axis Gyro iPad 2 includes a built-in three-axis gyroscope. • 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. supported cellular data plan (sold separately) you can connect to the Internet using the Verizon cellular network in the U. movement. full 3D attitude. refer to iPad. • For information on Bluetooth supported profiles. http://support.

• The ambient light sensor can be defeated using the Settings application. Screen brightness can be affected by a screen protector.Ambient Light Sensor The ambient light sensor automatically adjusts the display’s brightness to the appropriate level for the current ambient light. • The iBooks application includes a screen brightness slider that overrides the iPad screen brightness (but only when iBooks is running). 2011-10-26 iPad 2 Basics — Hardware Information  31 . (This is by design. thereby enhancing the user experience and saving power at the same time. especially if it covers the ambient light sensor. 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 is not intended to be instantaneous. 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.) • Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause. It brightens the display when using the iPad in bright light environments and dims the display in low light.

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

2011-10-26

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.

2011-10-26

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.

2011-10-26

iPad 2 Basics — Software Information  34

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

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

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

and iPads from syncing automatically” . 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 .com/icloud. iPhones. go to iTunes > Preferences > Devices and select “Prevent iPods.apple. Learn more about iCloud at www. verify that the data is backed up to iCloud or to iTunes on the user’s computer.General Troubleshooting Tools To use and test iPad.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. Important: To avoid syncing a user’s device to a test computer.

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

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

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. but may be eligible for out-of-warranty paid service. but there is no liquid present under the screen or coming out of the audio port or dock connector. ask the customer if the product has been in contact with liquid. 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 . the device may be eligible for out-of-warranty paid service. Non-OEM Parts.apple. and if so. or Rear Housing Refer to the following article about modified devices: http://support. the product is not eligible for warranty coverage or. deny coverage. Refer to the following article: http://support.iPad Service . If the customer confirms that the issue with the product occurred at or soon after the event. the product may be eligible for warranty coverage if the functional issue is validated.apple. or there are signs of liquid damage on the iPad 1 or iPad 2.com/kb/HT4086 © 2011 Apple Inc. 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. The iPad Warranty does not cover damage cause by contact with liquid. the repair is ineligible for warranty coverage or out-of-warranty paid service. AppleCare Protection Plan. • If there is clear evidence of liquid present under the screen or coming from the audio port or dock connector. (if applicable). b. Products. • If there are other signs of liquid damage such as corrosion on ports. a. did the issue with the product occur at or soon after the event.Quick Guide No Service: If the damage for which the user is seeking service is described below. • If the Liquid Contact Indicator on a customer’s iPad 1 is active. The device is ineligible for warranty coverage or out-of-warranty paid service.com/kb/HT4737 Authentic Etching Counterfeit Etching Liquid Damage What to do if an LCI on an original iPad is triggered. All rights reserved.

If any Apple serial number has been removed or defaced. c. c. 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”). IF THE IPad 2’S SOFTWARE HAS BEEN MODIFIED. dents and broken plastic on ports. Making unauthorized modifications to the software on the iPad 2 violates the iPad 2 software license agreement. THE IPad 2 MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED. Cosmetic damage. A product or part that has been modified to alter functionality or capability without the written permission of Apple. scratches on case. d. 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.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. f. Specific examples of failures or damage not covered under the warranty include: a. unless failure has occurred due to a defect in materials or workmanship. opening. soil. corrosives). fire. cracking. acid. or a. abuse. e. e. such as batteries or protective coatings designed to diminish over time. dust. Damage or failure caused by external heat or fire (internal heat damage is covered unless as a result of an external cause) i. or disassembly of enclosure b. misuse. g. abrasions. Damage caused by accident. Damage or failure caused by wet or dry chemicals (such as gasoline. 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 . including but not limited to scratches. and the inability to use the iPad 2 due to unauthorized software modifications is not covered under the iPad 2’s warranty. liquid. Damage caused by intentional separation. d. Issues Not Covered Under Hardware Warranty a. As part of the service process. Important: Regardless of the presence of unauthorized software. Consumable parts. or foreign matter h. including dents. © 2011 Apple Inc. Damage caused by operating the product outside the permitted or intended uses described by Apple. earthquake or other external causes. Apple and providers should update the software on the iPad 2 to the latest version. a. Cosmetic damage from external causes. an iPad 2 may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. f. All rights reserved. b. discoloration. This warranty does not apply to: Damage caused by use with non-Apple products. 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.

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

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

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

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

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

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

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

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

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

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

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 .

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

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

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

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

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

• Check for out-of-warranty repair option. Use iTunes to verify that the iPad has the latest software updates. • Covered if under warranty • Check for out-of-warranty repair option. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. 2. Other USB adapters will not provide enough power to charge iPad. or the device may not charge at all. Check cables. This means that either it may take unusually long to fully charge iPad. 2011-10-26 iPad 2 Symptom Charts — Power Issues  59 . 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 . 5. Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source. Dock. Slide your finger across the slider to turn off iPad. 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. Additionally. 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. Charge iPad battery • Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 4.Deep Dive Check Is issue caused by accidental damage? Result Yes Action • The issue is not covered under warranty. the battery gauge is approximate. Restart: • Press and hold the Sleep/Wake button until a red slider appears. 30-pin connector are clean and free of defects. 3.Reset iPad. Perform a visual inspection.

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

html Quick Check Symptom • Battery runs out of power very quickly • Short play time • Short battery life • Does not hold charge Quick Check 1. **A properly maintained iPad battery is designed to retain 80 percent or more of its original capacity during a lifespan of up to 1. Apple offers a battery replacement service for iPad. Battery life and charge cycles vary by use and settings. It reflects the remaining battery life.apple. wait a few seconds. 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. iPad 2 Symptom Charts — Power Issues  61 2011-10-26 . and then check again.Battery Life Too Short It’s easy to confuse a power-consumption issue for one that requires a replacement. Battery percentage can remain at 99% with a full charge. Check that the iPad 10W USB Power Adapter is being used to charge the iPad. If this occurs. 4. Charge the battery.** Note: The iPad battery is not removable or user-replaceable. 5. This is expected behavior and does not indicate a battery or hardware issue. 6. Refer to “Charging the Battery” in the iPad User Guide. Go to Deep Dive.com/batteries/ipad. Check Settings. including battery percentage. Gather details on device usage.000 recharge cycles. 2.000 charge cycles without a significant decrease in battery capacity over a typical five year lifespan. Important: Battery and charge indicators can fluctuate briefly when you connect the device to power or wake it from sleep. For more information refer to: http://www. Turn on the battery percentage indicator using Settings > General (Wi-Fi models) or Settings > General > Usage (Wi-Fi + 3G models). Check the status bar indicator. Apple’s advanced chemistry and Adaptive Charging technology deliver up to 1.

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

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

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 .

Slide your finger across the slider to turn off iPad. 4. For Windows. 6. Possible Causes: 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  65 . Check for third-party software conflicts. Disconnect other USB devices from the computer. Try connecting iPad to a different USB 2. Go to Deep Dive. refer to Apple Support article #TS1495: iPhone. 7. Charge iPad battery: Connect to a power outlet and charge with known-good iPad 10W USB Power Adapter for 10 minutes. Verify Dock Connector to USB Cable is securely attached to iPad. or iPod touch: How to restart the Apple Mobile Device Service (AMDS) on Windows 9. Try connecting iPad to a different computer. 11. 2. iPad. 10. Restart the computer and reconnect iPad. Download and install (or reinstall) the latest version of iTunes. iPad. 3. Restart: • Press and hold the Sleep/Wake button until a red slider appears. 5. Use iTunes to verify that the iPad has the latest software updates. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 8.iTunes/Sync Issues Symptom • iPad is not recognized in iTunes • iPad not syncing Quick Check 1.0 port on computer (not on keyboard or an external USB hub). or iPod touch: Device not recognized in iTunes for Windows and Apple Support article #TS1567: iPhone.

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

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

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

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

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

soft-bristled brush to clean out the holes and speaker grilles. Go to Deep Dive. Settings 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  71 . Use a clean. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) 2.check Settings>General>Accessibility 4. Check that the speaker grilles. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). 3. Note: Do not use compressed-gas on speaker or microphone. 8. and mic are not clogged with lint or other debris. 5. small.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. dry. Use compressed-gas duster with the straw attached to blow out debris from headset jack. This setting forces stereo left and right channels to be mixed into both ears. 6. headphone jack. 7. 9. Verify headset is pushed in all the way into connector. -. Try known-good compatible headset. Make sure iPad case or plastic protective film is not covering speaker or microphone. Remove case / or protective film and test again.

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

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

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

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

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

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

Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 3.Reset iPad. Verify cables are plugged into the appropriate input jacks on the TV. then click on Restore in the Summary tab. and Keynote slide shows override video on iPad 2. Photos app Slide Shows. 6. 9. 7. Only the Photos app slideshows appear on the iPad. unless designed to display different output on the external display. In the left column under Devices. Verify HDMI or VGA cable works properly. YouTube. click on your iPad. and correct input is selected using the TV’s controls. 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. Note: iMovie and Garage Band apps on iPad 2 do not send audio over HDMI when mirroring with the Digital AV Adapter. For more information see iOS: About Apple AV Adapter compatibility: http://support. Charge iPad. possible issue with software. Ensure compatibility of the video adapter accessory being used with the iPad 2. • Note: When properly working. • If YouTube content plays. Apps “mirror” by default (the external display will show the same content as your iPad 2 screen). Restore: • Restore iPad with iTunes. 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  78 .) • Connect iPad to computer. Use self-powered bluetooth or analog-audio speakers to hear audio out when mirroring these apps. Go to Deep Dive. 2.com/kb/ht4108. 8. (This restores the iOS. 4. 5.apple. adapter or with display/TV. YouTube and Keynote slide shows do not appear on iPad when appearing on the TV. videos.Video Adapters Not Functioning Important: Educate the customer that some Apps such as Videos. Test with Photos or Calendar. Restart: • If you can’t restart the device . but mirroring does not.

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

Zoom in or out: Tap the screen. You can also press the center button on the iPad headset (or the equivalent button on your Bluetooth headset) to start and stop recording. 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. The record button blinks while Camera is recording. 3. photos only. 2. Tapping also displays the zoom control at the bottom of the screen (camera mode only. To record a video: Slide the Camera/Video switch to . Tap again to stop recording. Tap to start recording.Camera Not Functioning Properly Symptom Note: Not all camera functions listed here apply to all iPad models.) 2011-10-26 iPad 2 Symptom Charts — Connectivity Issues  80 . Make sure the Camera/Video switch is set to . (Rear camera only. rear camera only). 4. then use the slider at the bottom of the screen to zoom in or out. A rectangle on the screen shows what the Camera is using to set the exposure. To take a photo: Aim iPad 2 and tap .

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

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.

2011-10-26

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.

2011-10-26

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

2011-10-26

iPad 2 Symptom Charts — Display Issues  84

Charge iPad battery. 4. Go to Deep Dive. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2.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. Restart (next step) and verify the issue occurs consistently on multiple screens to rule out a software-related issue. 2011-10-26 iPad 2 Symptom Charts — Display Issues  85 . 8. Try rotating the iPad to confirm if it’s a media. refer to About LCD display pixel anomalies article. display. pixel. Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds. 6. 3. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 5. Restart: • Press and hold the Sleep/Wake button until a red slider appears. For pixel anomalies. or software issue. until the Apple logo appears. press and hold the Sleep/ Wake button until the Apple logo appears 7. • Slide your finger across the slider to turn off iPad. • To turn iPad on.

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

Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds. 6. 2. note location. Restart: • Press and hold the Sleep/Wake button until a red slider appears. and verify touch functionality for that location in the Maps app. Toggle the screen rotation lock switch and rotate iPad to landscape mode. • Slide your finger across the slider to turn off iPad. Clean iPad screen. 4. • To turn iPad on. styluses. 2011-10-26 iPad 2 Symptom Charts — Display Issues  87 .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. and protective films or cases. • Double-tap each corner of map. Test: Launch the Maps application. Rule out environmental causes by checking for gloves. 7. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 5. until the Apple logo appears. Go to Deep Dive. Repeat Map application touch screen test. 3. 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. 8. press and hold the Sleep/ Wake button until the Apple logo appears.

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

until the Apple logo appears. and that the Brightness level is set near the middle of the slider. Press the Home button to return to the Home screen. 6. Slide the slider to unlock iPad. they should be dimmed. 9. 4. Test the sensor: • In a bright light environment. press and hold the Sleep/ Wake button until the Apple logo appears 8. 5. Remove third party screen protector or case and check again. then press the Sleep/Wake button or the Home button to wake iPad. Restart: • Press and hold the Sleep/Wake button until a red slider appears. • To turn iPad on. Verify that the Brightness setting (Settings > Brightness & Wallpaper) is set to Auto-Brightness ON. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2. • Slide your finger across the slider to turn off iPad. 3. Settings 2011-10-26 iPad 2 Symptom Charts — Display Issues  89 . Go to Deep Dive. Reset: • Press and hold both the Sleep/Wake button and the Home button at the same time for at least ten seconds.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. • Uncover top of the display and in a few moments the display will brighten. cover the top third of iPad display to block light. • Notice brightness of the screen and application icons. 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 to lock iPad. Verify nothing is blocking the sensor.

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

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

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

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.Deep Dive Check Result Action Code Is issue caused by accidental damage? Yes The issue is not covered under warranty.

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

Update application. 7. com/kb/TS1702. Sync iPad with iTunes. 8.apple. Remove application if still having issues. Verify iPad has the latest software updates • Use iTunes to install the latest version of the iOS software 2. If updates are available. refer to Phone. For more information. 5. iPad. • Open the App Store on iPad and locate the application to reinstall • Check if issue is resolved. • Tap Delete to remove the application and all of its data from your iPad. press and hold the Sleep/ Wake button until the Apple logo appears 6. 2011-10-26 iPad 2 Symptom Charts — Software Issues  95 . Verify application is compatible with iPad 3. Go to Deep Dive. • To turn iPad on. • Slide your finger across the slider to turn off iPad. Reinstall application. 4. • Tap the “x” in the corner of the application you want to remove. Restart: • Press and hold the Sleep/Wake button until a red slider appears. 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. http://support. 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. 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. • Press the Home button to cancel or stop deleting applications. Open App Store and tap Updates.

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

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

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

Connect iPad to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 7. Try a different USB port on computer. Charge the iPad. refer to: Device not recognized in iTunes for Windows and How to restart the Apple Mobile Device Service (AMDS) on Windows. Connect iPad to a USB port that is built into the computer instead of the keyboard or an external USB hub. 10. For Windows. 4. Try connecting the iPad to another computer. 8. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Software Issues  99 . Download and install (or reinstall) the latest version of iTunes. Slide your finger across the slider to turn off iPad. 5. Check for third-party software conflicts. If using just the iPad 30-pin connector. • Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears 9. ensure cable is attached securely to iPad. Disconnect other USB devices from your computer and connect iPad to a different USB 2. 3.0 port on your computer (not on your keyboard). Restart the computer and reconnect iPad. 11.iTunes Sync Issues Symptom • iPad is not recognized in iTunes • iPad not syncing Quick Check 1. 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. Restart: • Press and hold the Sleep/Wake button until a red slider appears. 12. 2.

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

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 .

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

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

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 .

4. Verify “Mono Audio” option setting is not enabled (for those who don’t require it). Verify headset is pushed in all the way into connector.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. sound effects. Verify Side Switch setting not set to Mute setting. 8. soft-bristled brush to clean out the holes and speaker grilles. (Settings > General > Use Side Switch) or Note: The Side Switch button does not mute all audio or video playback (mainly system sounds. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  105 . audio may go to HDMI device. This setting forces stereo left and right channels to be mixed into both ears. 7. Try known-good compatible headset. etc). 9. Check Multitasking user interface setting. Adjust volume setting with volume buttons • verify music/audio is not paused • check the Volume Limit setting (Settings > Music > Volume Limit) • 3. Verify audio output isn’t going to Airplay or Bluetooth device. and mic are not clogged with lint or other debris. Use compressed-gas duster with the straw attached to blow out debris. 6. alerts. small. If mirroring with HDMI cable. • check Settings>General>Accessibility 5. Check that the speaker grilles. Use a clean. dry. Music and video will still play in Apple apps (third party may vary). 2. When Side Switch is set to mute. 10. a screen rotation lock button appears in the multitasking user interface. headphone jack.

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

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

then click on Restore in the Summary tab. F5E 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  108 . The issue is not covered under warranty. In the left column under Devices. Return iPad to customer. click on your iPad. Yes Connect iPad to computer.3. Go to step 4. Is issue caused by accidental damage? Yes No Covered if under warranty Check for out-of-warranty repair option. No 4. Restore iPad with iTunes. Check for out-of-warranty repair option.

Reset iPad. 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. remove and reinsert SD card into SD Card reader.Photos and Videos Not Importing Important: To some users. Check USB cable connection to camera or if using SD Card reader. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Charge iPad battery. 6. Ensure camera and/or video camera is turned on and supports Picture Transfer Protocol (PTP 1. 11. Go to Deep Dive 2011-10-26 iPad 2 Symptom Charts — Input / Output Issues  109 . Verify SD card be read on another device. iPad supports importing photos and videos from these devices. such as USB compatible mobile devices or printers with integrated SD card readers. Symptom • Photos not importing • Videos not importing Quick Check 1. Remove the battery from the digital camera to restart or reset it. the Camera Connector’s USB port may suggest the capability to import media from other devices. 9. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Restart computer. Restart the iPad: • Press and hold the Sleep/Wake button until a red slider appears.0). 4. 3. 5. Test again with known good SD card/camera/ cable/SD Card Reader. Note: Some cameras require a powered hub. Check Camera Connector or SD Card reader connections to the iPad dock connector. 7. Note: The original iPod Camera Connector is not compatible with the iPad. 8. • Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 10. Slide your finger across the slider to turn off iPad. until the Apple logo appears.

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

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

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

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

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

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

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

but require service. instruct the customer to suspend service to their iPad 2 before sending their iPad 2 in for repair. Note: For iPad 2’s that do not use a SIM card. 2. 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. Refer to KBase article HT 4572: Verizon: How to deactivate a Cellular Data account on iPad 2 Wi-Fi + 3G for Verizon . 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.

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

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

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

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

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 .

Master your semester with Scribd & The New York Times

Special offer for students: Only $4.99/month.

Master your semester with Scribd & The New York Times

Cancel anytime.