iPhone 3G Carrier Troubleshooting Guide

Headset jack Sleep/Wake button

What You Need
To use and test iPhone, you will need the following: A wireless service plan with the carrier that provides iPhone service in your area. Configure settings as described in the iTunes Settings section, below. Wi-Fi Wireless Network. Apple Dock Connector (30-pin) to USB Cable Apple USB Power Adapter for iPhone iPhone Headset with Mic Anti-Static Brush Compressed-Gas Duster (difluoroethane only) with straw nozzle Note: Always follow usage instructions and avoid products with undue safety risks • SIM Eject Tool • iPhone Polishing Cloth • Lighted Otoscope or 4x Lighted Magnifying Glass (to check for Liquid Submersion Indicator activation, and for dirt, debris, or corrosion) • • • • • • • •

Receiver

SIM card tray

Ring/Silent switch

Camera (on back)

Volume buttons

Status bar

iTunes Settings Prior to Testing
Important: To avoid the possibility of syncing the customers iPhone when connecting to the test computer, verify that the “Disable automatic syncing for all iPhones” under the iPhones tab in iTunes Preferences is selected.

Touchscreen

Application icons

Home button

Dock connector

Speaker

Microphone

iPhone System Requirements
These are the minimum system requirements for a customer to use iPhone: • A wireless service plan with the carrier that provides iPhone service in your area. • A Mac or a PC with a USB 2.0 port and one of the following operating systems: - Mac OS X version 10.4.10 or later. - Windows XP Home or Professional with Service Pack 2 or later. - Windows Vista Home, Premium, Business, Enterprise, or Ultimate edition. • Display resolution on your computer set to 1024 x 768 or higher • iTunes 7.7 or later, available at www.apple.com/itunes. • An Internet connection (broadband recommended).

any resulting non-operation. first clean the headset jack and dock connector (see procedures). charging. or corrosion Triggered Liquid Submersion Indicator Not Triggered Dock Connector: To check. and oval shaped. The indicator is white. In some cases liquid damage can be observed under the display module when the unit is able to power on. Examples : Clean. . connection. If the iPhone has been submerged in liquid. no debris. contamination. or cosmetic damage is also not covered under warranty. Corrosion (original iPhone shown) Lint Liquid Damage of Display Module In the event an iPhone is submerged or encounters an excessive amount of liquid. Inspection for Debris or Corrosion in Ports Debris or other contamination could prevent proper function. a red or pinkish color appears across half of the indicator. hold the iPhone so that you can point the lighted otoscope or magnifier at an angle to view the center of the bottom inside face of the dock connector port opening (not the connector pin rail). Headset jack: The bottom of the headset jack is normally a white or a silver metallic color. and if needed. Note: Lint or other foreign debris should be removed with a compressed-gas duster. malfunction. then use a lighted Otoscope or magnifier to inspect both indicators. Liquid damage to the display module is NOT covered under warranty. Important: Corrosion indicates exposure to liquid and is not covered under warranty. If needed. an anti-static brush and or anti-static tweezers. the indicator will turn red. damage may occur to the display module.Visual Inspection A visual inspection is performed before troubleshooting to protect test cables and identify conditions and potential causes that may affect warranty coverage. damage. If debris or contamination is from an external cause. If the indicator has been exposed to liquid. Use a lighted otoscope or lighted magnifying glass to check the: • • • • Dock connector Headset jack Speaker opening Microphone opening Liquid Submersion Indicators iPhone 3G has two liquid submersion indicators: one in the headset jack and one in the dock connector. before connecting cables. as shown at right. or testing and should be removed if possible.

or lay it on its side. If needed. Be careful not to damage the contacts along the top of the connector pin rail. point the nozzle away from you. 3. or lay it on its side. To prevent damage to the mesh. low volume or distorted microphone. such as: • Low or distorted speaker volume while playing music or during a hands-free call. use anti-static tweezers to pull out any large pieces of debris or lint. • Muffled. 3. hold the compressed-gas duster nozzle at least 1mm from the mesh. Important—To prevent liquid gas (white spray) from being sprayed into the port: • Never shake or agitate the compressed-gas duster canister. Direct 3 short bursts from the compressed-gas duster directly at the mesh to blow out debris. • Hold the can upright. Never tilt the can or spray the can upsidedown. Tools: • Compressed-Gas Duster (Important: Follow all product safety precautions) 1. . debris or other foreign matter trapped in the dock connector. and spray several times until the stream is clear. Apply 1 short burst at both ends at an angle to blow out any remaining debris. never tilt the can or spray the can upside-down. 4. 2. clear the nozzle of any liquid gas: Hold the can upright. clear the nozzle of any liquid gas: Hold the can upright. point the nozzle away from you. • Before each use. Blow out any fine debris with the compressed-gas duster. Tools: (see What You Need heading) • Anti-Static Brush • Anti-Static Tweezers • Compressed-Gas Duster (Important: Follow all product safety precautions) 1. Turn off the iPhone (red slider). • Hold the can upright when using. • Before each use. and spray several times until the stream is clear. Speaker and Microphone Cleaning Procedure: Audio performance issues can be a result of dirt. Important: To prevent liquid gas (white spray) from being sprayed into the port: • Never shake or agitate the compressed-gas duster canister. Use in less than 5 second bursts. delicately brush out debris or lint. If needed. debris or other foreign matter trapped in the microphone or speaker covers (holes on the bottom of the iPhone). Turn off the iPhone (red slider). 2.Dock Connector Cleaning Procedure: Follow this procedure to remove dirt.

Headset Jack Cleaning Procedure: Dirt. debris or other foreign matter trapped in the headset connector (jack) can cause audio or functional performance issues. use the compressed-gas duster with the straw attached (following the guidelines. Dispense gas for no more than 5 seconds. 1. 2. . If present. • No sound is heard from headset or one channel does not operate.Before each use. and spray several times until the stream is clear. Visually inspect the iPhone headset jack for loose debris.Hold the can upright. such as: • iPhone is stuck in headset mode and no call audio is heard from the Receiver. Guidelines for Damage Classification The following tables and examples will help you determine warranty coverage for damaged iPhones. or lay it on its side. • Microphone on headset is distorted or non-operational Tools: • Compressed-Gas Duster Important: Follow all product safety precautions To prevent liquid gas (white spray) from being sprayed into the jack: . • Audio from the headset is distorted—has static or crackles.Never shake or agitate the compressed-gas duster canister. never tilt the can or spray the can upside-down. Enclosure Damage Classification Severe Enclosure Damage Examples Warranty Classification Puncture holes NOT Covered Bent or crushed enclosure NOT Covered . . above) to blow out the debris. point the nozzle away from you. clear the nozzle of any liquid gas: Hold the can upright.

and customer admits that the unit has been disassembled.Issue Example 1 Example 2 Housing Condition Minor or Severe Damage Warranty Coverage NOT covered and NOT repairable Issue Examples Display Condition Single or Multiple Fractures Housing Damage Minor or Severe Damage Warranty Classification Evidence of Liquid or Corrosion Damage NOT covered Triggered Liquid Submersion Indicator Corrosion External Physical Damage Minor or Severe Damage NOT covered Damage caused by Disassembly of iPhone Note: A disassembled iPhone is defined as a unit that meets one or more of the following conditions: • The unit is in three (3) or more unassembled pieces. no sign of impact or damage near fracture location Minor damage.3mm) Single or No Display Fractures Minor or No Housing Damage COVERED with Functional Defect Only Note: Cosmetic complaints are not covered under the warranty without a functional defect. unless the issue was present before the customer received the iPhone. . • Failure of the iPhone consistent with internal damage. An iPhone with a cosmetic complaint should only be replaced or repaired if there is also an unrelated functional complaint. including the removal and reinsertion of external housing screws. no sign of impact or damage near fracture location Scratches COVERED Light Abrasions COVERED with Functional Defect Only Single or No Display Fractures Minor or No Housing Damage COVERED with Functional Defect Only Hairline Two-Leg Display Fractures (May include two legs only if it passes through the earpiece receiver or Home button location) COVERED Small dents (<0. Single or No Display Fractures Single or No Display Fractures Single or No Display Fractures Minor or No Housing Damage Minor or No Housing Damage Minor or No Housing Damage COVERED Multiple Display Fractures (Cover glass or LCD) Minor or Severe Damage NOT covered Functional Defect Button Functionality COVERED Single Display Fracture (Cover glass or LCD) Minor damage. • The unit is open at time of inspection and clearly missing internal parts and/or screws.

the display may be blank for up to two minutes before one of the low-battery images appears. If you click the words “Phone Number” in this tab iTunes will also display the IMEI of the iPhone as shown below: . If iPhone is extremely low on power. • The iPhone’s serial number and phone number will display on screen. • Note: You can choose Edit > Copy to put the serial number in the Clipboard. Charge the battery by connecting the iPhone to the USB power adapter. With the iPhone connected to the computer. SIM eject tool SIM tray 4. click the iPhone Summary tab. the serial number and IMEI number are on the SIM tray. Note: iPhone 3G cannot be charged from a FireWire power adapter. If the iPhone is operational. Verify that there is enough battery charge for the iPhone to work. On the original packing.Serial Number and IMEI Number Identification There are several ways to get the serial number and IMEI number of the iPhone 3G. it may display one of the following images. in iTunes. Use the SIM eject tool to remove the SIM Tray. Battery Charging 2. the serial number and IMEI number can be found in the About screen: Settings > General > About 3. the serial number is printed on the barcode label. If the iPhone is not operational. Important: If iPhone is very low on power. 1. indicating that iPhone needs to charge for up to ten minutes before you can use it.

(This restores the OS and firmware. Open Settings. Yahoo! Mail: If the customer has a Yahoo! mail account. select Mail. Reduce Mail Accounts: Delete unnecessary mail accounts. monitor signal strength and available networks.SIM issue Issue with Accessories Any Camera issue Any audio issue Connectivity (Web-GPS-WiFi-BT) Several iPhone troubleshooting functions: iPhone Function Quit Frozen Application Power Off Power On Force Reset Reset All Settings Restore 1 Erase All Content and Settings 1 Action Press and hold the Home button for at least six seconds. cellular tower. the less battery power it uses. .) Settings > General > Reset > Erase All Content and Settings Caution: Can take up to 2 or more hours to complete. Location Services: Applications that actively use locations services (GPS. CompTIA codes used to categorize failures: CompTIA Code B02 B03 B04 B05 B06 B07 B08 B09 B0A B0B B0C Issue Controls no response (button-switch-touch) Any battery issue Any display issue Input output issue (Audio-Video-USB) Alert message on screen or computer No Power-will not boot-unusually warm No Service . To conserve battery power. and set “Use push mail” to OFF. Slide the slider to power off. Press and hold the Sleep/Wake button until a red slider appears. Manual Lock: Lock the phone when finished using it by tapping the Sleep/Wake button. Lowering the brightness slider can also improve battery life. turn off push mail when it’s not needed. until the Apple logo appears. 1 Warning: This makes all content inaccessible (including un-synced photos and contacts). Press the Sleep/Wake button. depending upon iPhone model. select Advanced. Reference Tables Verify an issue. in the Mail settings (Settings > Mail > Auto-Check). or manually. select your Yahoo! account. If a 2G network is available. Wi-Fi: Turn off Wi-Fi (Settings > Wi-Fi > Wi-Fi ON/OFF) when not in use. turning off 3G (Settings > General > Network) when not needed will extend battery life. The less mail accounts that the iPhone checks. 3G Network Connectivity: 3G connections require more power than 2G connections. Press and hold both the Sleep/Wake button and the Home button for at least ten seconds. Internet access. or Home button and slide the Unlock slider to power on. be sure to go through at least one charge cycle per month. Signal Strength: Power usage increases in no coverage areas. Wi-Fi positioning) affect battery life. cell phones continually try to communicate their location. Mail Auto-Check: Set iPhone to automatically check for emails less frequently. A charge cycle is defined as a complete 100% charge and running the battery all the way down. Charge Cycles: For proper lithium-based battery maintenance. attempt to fix it. then verify whether the issue is resolved. until the iPhone returns to the Home screen. turn it off (Settings > General > Bluetooth > Bluetooth ON/OFF). Auto-Lock: Set the iPhone to lock itself (and go to sleep) after as short a time as possible (Settings > General > Auto-Lock). Turning on Airplane Mode during this time (which disables the phone. Disable Locations Services from Settings > General > Location Services and use location services only when needed. Settings > General > Reset > Reset All Settings Restore with iTunes. Even in standby.dropped calls . the customer might try any of the following: Software: Use iTunes to install the latest iPhone software to ensure that you have the latest battery conservation features. and Bluetooth) will increase battery life. EQ: If music is listened to frequently turn off equalization (Settings > iPod > EQ Off ).Battery Life Tips Battery life depends upon the iPhone application settings and use. Bluetooth: If you do not use Bluetooth. Brightness: Turn on Auto-Brightness to allow the iPhone to adjust the brightness to an appropriate level for the current location (Settings > Brightness > Auto-Brightness ON/OFF).

3. 5. Won’t Power Off. until the iPhone returns to normal operation: iPhone Function 1 2 Quit Frozen Application Force Reset Action Press and hold the Home button for at least six seconds. Press and hold the Home button while reconnecting USB cable. Rotate the iPhone to a horizontal position and the image orientation will change to landscape mode. Replace customer’s power adapter if suspect. and dims the display in low light. Press each button on the calculator to verify activity. Verify that the Brightness setting (Settings > Brightness) is set to Auto-Brightness ON. Frozen. 5. do the following: 1. 2. When you see “Connect to iTunes” on the iPhone screen. you can release the Home button and iTunes will display the recovery mode message. or web pages. 3. Disconnect the USB cable from iPhone. When verifying the accelerometer remember that videos display in wide-screen orientation only. Press and hold both the Sleep/Wake button and the Home button (for at least ten seconds) until the Apple logo appears (the red slider screen appears first.Touchscreen Function Testing (failure CompTIA code B02) The touchscreen “touch” functionality can be tested in this two step process: 1. If you are still unable to restore the iPhone. To test the number readout area at the top of the screen. Note: If you see the message “Charging. and when testing photos. Remove the cover from the top of the display and in a few moments the display will brighten. 4.. 2. To test this sensor.. not horizontal. the calculator.” let the iPhone charge for at least 10 minutes more to ensure the battery has some charge and then start again. Note: If you don’t see the “Connect to iTunes” screen. Accelerometer Testing (failure CompTIA code B08) To test. 3. Perform a Force Reset by pressing and holding the Sleep/Wake button and the Home button at the same time for at least 10 seconds until the Apple logo appears. Check the liquid submersion indicator for activation. or Other Irregular Behavior (failure CompTIA code B02) Try these methods in the following order. In a bright light environment. continue to the Device Firmware Update procedure. . Connect the iPhone to a USB power adapter to charge for at least 10 minutes. select a photo and open while holding the iPhone vertically. cover the top third of the iPhone to block the light. then press the Sleep/Wake button or the Home button to wake the phone. The iPhone should power on. Slide the slider to unlock the phone. Notice the brightness of the screen and application icons. hold the iPhone in a vertical plane. 2. and that the Brightness level is set near the middle of the slider.) Warning: This makes all content inaccessible (including unsynced photos and contacts). Symptoms and Solutions Won’t Charge (failure CompTIA code B07) 1. until the iPhone returns to the Home screen. Will Not Power On (failure CompTIA code B07) Use the following procedures when the iPhone will not power on. Launch the basic calculator application to test all but the top row of the screen. (This restores the OS and firmware. 2. power off the iPhone (red slider) and repeat steps 2-5. Restoring the iPhone: 1. You will see the Apple logo. Application Not Working Right. rotate the iPhone to launch the scientific calculator and press all the buttons in the left two rows. then press the Sleep/Wake button to lock the iPhone. they should be dimmed. 1. Continue holding the Home button while iPhone starts up. then disconnect the USB cable from iPhone. Press the Home button to return to the Home screen. Please Wait. check that iPhone software version is up to date. 3 Restore Ambient Light Sensor Testing (failure CompTIA code B02) The ambient light sensor brightens the display when using the iPhone in bright light environments. Restore with iTunes. 2. If charge icon does not show charging. Check charging with a known good USB power adapter. 4. Try to Restore the iPhone: 4. then the Apple logo screen).

4. remove it from the case and power cycle the unit. Increase the volume setting with the volume buttons. 5. 8. Check Ringtone volume setting in Settings > Sounds. • Try different dock to USB cable. If the iPhone screen is not blank. . and that the USB cable is connected directly to the computer. Make sure Airplane mode is off. Access E-Mail or The Web (failure CompTIA code B08) 1.” Message (failure CompTIA code B08) This can be caused by inserting a SIM card that is not the SIM used for the iPhone’s current activation.Device Firmware Update: 1. try another accessory. Reset all Settings: Settings > General > Reset > Reset All Settings. If not using Wi-Fi make sure there is a cellular network connection (3G or EDGE). The iPhone is securely connected to the accessory.0 port on the computer. iPhone will not appear in iTunes earlier than 7. The customer should verify all their cable connections from the iPhone to the computer. The accessory’s package says “Works with iPhone” and not “Made for iPod” 2. This resets all of iPhone’s wireless connections. Power cycle the unit. 7. not crooked or making partial connection. Toggle the Ring/Silent switch to verify vibrate. 5. The iPhone dock connector is free of any debris 3. If available. “Different SIM detected. No Ringer Sound (failure CompTIA code B05) 1. 3. You can then release the Home button 4. For text messaging. 9. try moving to another location and check for a better signal. 2. Please connect to iTunes. Power iPhone off (red slider) then on. No Vibrate (failure CompTIA code B05) Cannot Make or Receive Calls. Blow out if necessary. 3. Inspect for lint or other contamination in the headset jack. Send or Receive Text Messages. No Audio (failure CompTIA code B0B) 1. press and hold both the Home button and Sleep/Wake button until the screen goes blank. Connect the iPhone to a USB port on the test computer. 2. 1. The “Works with iPhone” accessory’s connector is free of debris 4. Turn Airplane mode on for 15 seconds. 5. 3. If you are still unable to restore. The iPhone display will remain blank.7. “This accessory is not made to work with iPhone” Message (failure CompTIA code B09) Make sure of the following: 1. Verify the customer’s system requirements. 2. 3. • Power cycle the iPhone • Try a different USB 2. 3. 3. 2. If iPhone does not appear in the iTunes Source list on the test computer: • Verify the battery charge. then off. Reset network settings: Settings > General > Reset > Reset Network Settings. Verify that there is nothing plugged into the headset jack. but continue to hold the Home button (about 20 seconds) or until iTunes recognizes the iPhone. Click the Restore button in iTunes. iPhone Does Not Appear in iTunes (failure CompTIA code B05) If it appears in the test computer iTunes Source list: 1. “Invalid SIM card installed” Message (failure CompTIA code B08) This can be caused by inserting a non-Apple authorized Carrier SIM card. Check that the Ring/Silent switch is set for ring and not vibrate. 2. Release the Sleep/Wake button. Check Vibrate settings for both Silent and Ring in Settings > Sounds. If the iPhone is in a carrying case. fail the iPhone. Check volume level with volume button. If there is not at least one bar of signal-strength. make sure that the area code is included with phone numbers in the contacts list. 2. 6.

a Temperature aler message (below) appears. If the temperature exceeds Apple specifications. it relies more on GPS positioning. it takes longer to determine position correctly. • Wide field of view: GPS requires at least four satellites to accurately determine location. After the iPhone 3G receives a strong GPS signal from multiple satellites. and visibility to the horizon is useful. deep valleys or canyons. 2. The iPhone must cool down before resuming use. • Move the iPhone to a cooler location and let it cool down for several minutes before resuming use. The iPhone 3G follows these steps: 1. Note: Initial GPS location can take time. 3. then slide it). Display brightness dims. When available. phone calls end. tinted glass can block GPS signals. the device may take several minutes to calculate an accurate position. Note: GPS functionality does not have its own settings and is only disabled as mentioned above. Temperature Alert (failure CompTIA code B07) iPhone 3G monitors its internal temperature. 4. GPS may be unable to determine position in cities. • Positioning Systems is not disabled in Settings > General > Location Services.GPS Not Functioning (failure CompTIA code B0C) If GPS is not functioning. • Accurate time: GPS compares the GPS satellite time to the iPhone’s current time. If the time is off by a few minutes. Applications close. Several factors can affect GPS accuracy: • Unobstructed view of the sky: GPS satellites orbit above the earth. buildings. • The iPhone 3G has a wide field of view of the sky (this may require being close to a large window or actually being outside in a unobstructed area). • If a Temperature alert message appears. the iPhone begins reducing power consumption (which reduces heat generation) and can automatically power itself off to protect internal components. cellular transmission power is reduced. please make sure of the following: • Airplane Mode is not enabled. iPhone 3G powers off. Car roofs. depending on the number of visible satellites. the alert message will not be seen. Location indicator using cellular towers or Wi-Fi Location indicator using GPS . fine-tuning as the GPS signal increases. only emergency calls may be possible. Note: If the iPhone has already powered off due to excessive internal temperature. power off the iPhone (Hold down the Sleep/ Wake button until the red slider appears. the iPhone 3G uses cell towers and Wi-Fi to quickly determine initial position. If not making emergency calls. Battery charging is disabled. If cell towers or Wi-Fi is unavailable.

dust. e) A product or part that has been modified to alter functionality or capability without the written permission of Apple. or h)If any Apple serial number has been removed or defaced.Warranty Coverage Issues Covered Under Hardware Warranty Apple covers defects in materials and workmanship on the iPhone under normal use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser. an iPhone may still be eligible for warranty service if the failure is due to a defect in materials and workmanship . earthquake or other external causes. discoloration. not due to any exclusions as noted below. • Cracked glass or LCD resulting from external cause [Please review “Guidelines for Damage Classifications”] • Damage or failure caused by external force. Issues Not Covered Under the Hardware Warranty This warranty does not apply to: a) Damage caused by use with non-Apple products. fire. (such as gasoline. Apple and providers should update the software on the iPhone to the latest version. Making unauthorized modifications to the software on the iPhone violates the iPhone software license agreement. f) Consumable parts. corrosives). cracking. unless damage has occurred due to a defect in materials or workmanship. • Damage or failure caused by liquid [Please review “ Liquid submersion indicator”] • Damage or failure caused by wet or dry chemicals. soil. THE IPHONE MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED. 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 iPhone’s software. or foreign matter [Please review “Debris or corrosion in ports”] • Damage or failure caused by external heat or fire (internal heat damage is covered unless as a result of an external cause). Specific examples of failures or damage not covered under the warranty include: • Damage caused by intentional separation. including but not limited to scratches. or disassembly of enclosure. Failure that has resulted from malfunctions in the iPhone. flood. including dents. c) Damage caused by operating the product outside the permitted or intended uses described by Apple. • Damage caused by punctures or holes in the outer case. opening. • Damage or operational failure caused by the removal and re-insertion of external and internal screws or parts. are covered under warranty. abuse. peeling of metal or plastic parts of enclosure. • Cosmetic damage from external causes. misuse. dents and broken plastic on ports. Note: Independent of unauthorized unlocking software. d)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”). abrasions. and the inability to use the iPhone due to unauthorized software modifications is not covered under the iPhone’s warranty. acid. scratches on case. As part of the service process. such as batteries. g)Cosmetic damage. IF THE IPHONE’S SOFTWARE HAS BEEN MODIFIED. b)Damage caused by accident.

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