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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.
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
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
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
Connectivity Issues 64
iTunes/Sync Issues 65 Cannot Add or Play a Song, Video, 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. Please connect to iTunes. message 77 Invalid SIM card installed message 77 SIM card issues 77 Video Adapters Not Functioning 78 Camera Not Functioning Properly 80 GPS or Location Services not functioning 82
Display Issues 84
Bad Video/Poor Image 85 Multi-Touch Screen Not Responding 87 Ambient Light Sensor Issue 89 Cracked Display 91 Display Rotation Not Working 92
Software Issues 94
Applications Issues 95 Cannot Add or Play a Song, Video, or Other Item 97 iTunes Sync Issues 99
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
Manual Updates
26 October 2011
Corrected broken links
24 October 2011
Basics>Overview>Added information on new Smart Covers, Ver. 2 Basics>Software Information: Added iOS 5 information and link. Troubleshooting>General Troubleshooting: -- Added Backup User Data topic, use iCloud or to iTunes to backup -- Inserted iPad Quick Service Guide (VMI) after the Visual Mechanical Inspection heading -- 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, 0702750 (Visual Mechanical Inspection)
11 March 2011
Product introduced
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Feedback
We want your feedback to help improve this and future Technician Guides! Please email any comments to: smfeedback2@apple.com
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iPad Feedback 8
Basics
iPad 2
Overview
iPad 2 features a new design thats 33 percent thinner and up to 15 percent lighter than its predecessor so it feels even more comfortable in your hands. Along with its streamlined design, comes a fresh new look with a white iPad joining the sleek black iPad. Not only is the new iPad thinner and lighter, its faster, times two. With the new dual-core A5 chip, youll notice the difference when youre surfing the web, watching movies, and making FaceTime calls. And with nine times the graphics horsepower, gameplay on iPad is even smoother and more realistic. iPad 2 features cameras front and back; great for FaceTime, HD recording, and taking pictures. And, though iPad 2 is thinner, lighter, and faster, it continues to offer up to 10 hours of battery life thanks to the tight integration of hardware and iOS 4.3. Note: iOS 5, with over 200 new features, makes iPad even more powerful, innovative, and fun to use. iOS 5 was introduced in October 2011. For more information, refer to http://www.apple. com/ios/features.html.
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Identifying Features
Thinner (0.34 inch/8.8 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, photos, and videos HD (720p) back camera for HD video recording; 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, sleep when closed 3G models for AT&T or Verizon Video mirroring Three-axis gyro Weight: 1.33 pounds/601 g (Wi-Fi model), 1.35 pounds/613 g (Wi-Fi + 3G model), 1.34 pounds (607 g) (Wi-Fi + 3G for Verizon model) * Battery results depend on settings, usage, and many other factors. Actual results may vary. For information on which features the iPad 2 supports, refer to http://support.apple.com/kb/HT4559 iPad: Which features does my iPad support?
iPad Models
The iPad 2 comes in two models, Pad 2 Wi-Fi and iPad 2 Wi-Fi + 3Gin several configurations. Each model is available in black or white with 16 GB, 32 GB, or 64 GB of flash memory. In the U.S., iPad 2 Wi-Fi + 3G is available for either AT&T or Verizon Wireless 3G cellular networks.
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System Requirements
To use iPad, you need: Mac or a PC with a USB 2.0 port and one of the following operating systems: Mac OS X version 10.5.8 or later Windows 7, Windows Vista, or Windows XP Home or Professional with Service Pack 3 or later The latest version of iTunes (free download from http://www.apple.com/itunes/download/ Internet access
Additional Resources
iPad Product Page: iPad features and technology. http://www.apple.com/ipad/ iPad Support Page: Information, guides, assistants, and troubleshooting tips. http://www.apple.com/support/ipad/ iPad User Guide (For iOS 5 Software) http://manuals.info.apple.com/en_US/ipad_user_guide.pdf iPad 2 User Guide (For iOS 4.3 Software): Easy to access, in-depth usage instructions for features and settings. http://manuals.info.apple.com/en_US/ipad_2_user_guide.pdf iPad 2 Wi-Fi + 3G - Important Product Information Guide http://manuals.info.apple.com/en_US/iPad_2_ATT_Important_Product_Info.pdf Syncing iPad and other iTunes topics: Refer to the iTunes How-to page. http://www.apple.com/itunes/how-to
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About screen
iPad 2 models that use GSM technology have an IMEI, or International Mobile Equipment Identity. The iPad 2 Wi-Fi + 3G model for Verizon has an MEID, or Mobile Equipment Identifier. Both IMEI and MEID have the same function: to uniquely identify a mobile device on a cellular network. The Wi-Fi only model does not have an IMEI or MEID. Refer to the following graphics to locate the serial number and the IMEI and MEID identifiers. Wi-Fi-only About Screen
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Accessories
Included with iPad are: Dock Connector to USB Cable 10W USB Power Adapter SIM eject tool (iPad 2 Wi-Fi + 3G model only, 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.apple.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.com/kb/HT4111 Note: Because the iPad 2 design differs from the design of the original iPad, some accessories may be incompatible. Use the Apple Online Store and other resources to determine compatibility. For details regarding iPad accessories refer to http://www.apple.com/ipad/accessories/
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Part Number 923-0034 923-0035 923-0036 923-0037 923-0038 923-0039 923-0040 923-0041 923-0042 923-0043 922-9890 922-9891 922-9892 922-9893 922-9894 922-9895 922-9896 922-9897 922-9898 922-9899
Color Dark Gray, Polyurethane Light Gray, Polyurethane Pink, Polyurethane Green, Polyurethane Blue, Polyurethane Black, Leather Tan, Leather Navy, Leather Red, Leather Cream, Leather Light Gray, Polyurethane Pink, Polyurethane Blue, Polyurethane Green, Polyurethane Orange, Polyurethane Black, Leather Tan, Leather Navy, Leather Red, Leather Cream, Leather
EEEE Code DV8J DV8K DV8L DV8M DV8N DV8P DV8Q DV8R DV8T DV8V DL6H DL6J DL6K DL6L DL6M DL6N DL6P DL6Q DL6R DL6T
Smart Cover Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Ver. 2 Original Original Original Original Original Original Original Original Original Original
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Opening the Smart Cover wakes iPad 2 and closing the Smart Cover puts iPad 2 to sleep, similar to a notebook computer.
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iPad 2 Dock
This sleek stand is designed just for iPad 2. Get easy access to a 30-pin dock connector for syncing or charging, and an audio line out port for connecting to powered speakers via an optional audio cable. The iPad 2 Dock also supports other iPad accessories, such as the Apple Digital AV Adapter and the iPad Camera Connection Kit.
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Video Mirroring
Pad 2 can mirror everything you see on your iPad to an external display, projector or TV at up to 1080p resolution using the Apple Digital AV Adapter or Apple VGA Adapter. All apps are mirrored by default. 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, monitor, or other display using an HDMI cable (sold separately). The Apple Digital AV Adapter has a 30-pin receptacle so that you can charge, sync, or attach compatible accessories to iPad 2 while it is connected to your TV. Note: Apple Digital AV Adapter will also work with iPad, iPhone 4 (GSM model) and iPhone 4 (CDMA model). Important: iMovie and Garage Band apps on iPad 2 do not send audio over HDMI when mirroring with the Digital AV Adapter. Use self-powered bluetooth or analog-audio speakers to hear audio out when mirroring these apps.
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Hardware Information
Buttons
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
Lock the screen rotation or mute notifications and alerts Press the controls to turn the iPad volume up or down. Press & hold volume down button to mute all sound
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Multi-Touch Display
A panel laminated on the glass senses touch using electrical fields. It can register multiple touches at once to support advanced gestures such as multi-finger swipes, taps, and more.
Camera
iPad 2 has two built-in cameras and comes with three applications capable of using either camera: FaceTime, Photo Booth, and Camera. Front camera
Back camera
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FaceTime App
FaceTime on iPad 2 makes it possible to initiate FaceTime calls from the FaceTime application or Contacts. Use FaceTime to call iPad 2, iPhone 4, iPod Touch (fourth generation) and Intel-based Mac computers. Note: You make FaceTime calls to iPhone 4 using a phone number. You make FaceTime calls to iPad 2, iPod touch (4th generation), and Intel-based Mac users using an email address. You cannot FaceTime an iPhone 4 using an email address.
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Camera App
The Camera app enables you to record HD video, or take photos. To access Camera, tap Camera on the Home Screen. You can adjust the exposure of a photo on iPad by tapping on the image in Camera. iPad will adjust the brightness of the image based on the location in the image that you tap. When using the rear 720p HD camera, you can zoom on a photo of video by tapping. A slider appears to adjust the zoom level.
Audio
iPad audio input and output ports are shown below.
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Wireless Connectivity
With iPad 2 you can use the following wireless technologies and Location Services. iPad Model Wi-Fi Wireless and Cellular Wi-Fi (802.11a/b/g/n) Bluetooth 2.1 + EDR technology Provides short-range wireless connectivity with compatible accessories and devices such the Apple Wireless Keyboard, Bluetooth stereo headsets and headphones, and peer-to-peer connectivity for App Store applications. For information on Bluetooth supported profiles, refer to iPad, iPad 2, iPod touch: supported Bluetooth profiles, http://support.apple.com/ kb/HT3647 Wi-Fi (802.11a/b/g/n) Bluetooth 2.1 + EDR technology With an active, supported cellular data plan (sold separately) you can connect to the Internet via quadband GSM/EDGE or tri-band UMTS/HSDPA Wi-Fi (802.11a/b/g/n) Bluetooth 2.1 + EDR technology With an active, supported cellular data plan (sold separately) you can connect to the Internet using the Verizon cellular network in the U.S. Note: Verizon model does not have a SIM card
Wi-Fi + 3G model
Sensors
Accelerometer Sensor
The accelerometer sensor detects iPad 2 positioning, movement, and tilt; switches between portrait and landscape modes; and functions as the tilt controller for applications and games that use this hardware component. Many built-in applications adjust their interface based on whether iPad is held in portrait or landscape mode.
Three-Axis Gyro
iPad 2 includes a built-in three-axis gyroscope. Used together with the accelerometer, it makes iPad 2 capable of advanced motion sensing such as user acceleration, full 3D attitude, and rotation rate.
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Troubleshooting Notes: Make sure the ambient light sensor is not blocked or covered. Screen brightness can be affected by a screen protector, especially if it covers the ambient light sensor. The ambient light sensor can be defeated using the Settings application. The iBooks application includes a screen brightness slider that overrides the iPad screen brightness (but only when iBooks is running). Note: There is a slight delay of a few seconds before the screen adjusts to ambient light. (This is by design; it is not intended to be instantaneous.) Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause, 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).
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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 Tray
The iPad 2 micro-SIM tray is available as service part 922-9886
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Software Information
iOS 5
iOS 5 features on the iPad 2 include: iMessage Notification Center Newstand Reminders Twitter Safari PC Free Mail Calendar Game Center Wi-Fi Sync AirPlay Mirroring Multitasking Gestures Accessibility For more iOS 5 information refer to http://www.apple.com/ios/features.html. Important: Updating a device to iOS 5 requires you to restore the device using the latest version of iTunes. Before restoring the device, iTunes creates a backup, and then restores the device from that backup. Do not interrupt this process.
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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 librarys name to select it.
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Side Switch
Use Side Switch to lock the screen rotation or to mute notifications and alerts. Select the function of Side Switch in Settings > General.
The default setting is Mute. If Lock Rotation is selected, the lock indicator appears next to the battery indicator in the top right corner of the iPad. Note: When Side Switch is set to mute, a screen rotation lock button appears in the multitasking user interface (see below). When Side Switch is set to Lock Rotation, a mute button appears in the multitasking user interface.
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AirPlay
With AirPlay, you can wirelessly stream videos, music, and photos from your iPhone, iPad, or iPod touch to Apple TV (2nd generation) and stream music to AirPlay speakers or receivers, including AirPort Express. Beginning with iOS 4.3, developers can update 3rd-party apps and web sites to be AirPlay-enabled.
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Troubleshooting
iPad 2
General Troubleshooting
Tools
To use and test iPad, you will need the following: Visual mechanical inspection instructions: iPad Quick Service Guide Latest software updates installed: -- 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
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Replace iPad
2 Minutes
2 Minutes
10 Minutes
5 Minutes
IMPORTANT: Advise the user that the troubleshooting and replacement process can take 20 minutes.
Important Information
The iPad warranty covers failures caused solely by manufacturing defects, regardless of accidental or liquid damage. Cosmetic blemishes caused by use are NOT covered by the iPad warranty. 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. An iPad that has failed due to liquid damage may be eligible for OOW Paid Service. Certain other damage is INELIGIBLE for OOW Paid Service, including catastrophic damage caused by abuse such as the device separating into multiple pieces and inoperability caused by unauthorized modifications.
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Covered Service: If the damage for which the customer is seeking service is described below, whether or not accidental or liquid damage is present, the repair is a Covered Service.
Single Fracture to Front Glass Hairline Two-Leg Fractures to Cover Glass Debris Under Display Glass
Refer to the following article:
http://support.apple.com/kb/HT4044
Minor
Bright or Dead Pixels
Upon user claim only Refer to the following article:
http://support.apple.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.
Liquid Damage
See Liquid Damage section on next page.
Repairable
Damage to Speaker
Including minor separation of the enclosure or damage to the 30-pin dock connector housing.
Bent Enclosures
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Not Repairable
Liquid Damage
What to do if an LCI on an original iPad is triggered, or there are signs of liquid damage on the iPad 1 or iPad 2.
If there is clear evidence of liquid present under the screen or coming from the audio port or dock connector, deny coverage. The device is ineligible for warranty coverage or out-of-warranty paid service. If there are other signs of liquid damage such as corrosion on ports, but there is no liquid present under the screen or coming out of the audio port or dock connector, the device may be eligible for out-of-warranty paid service. If the Liquid Contact Indicator on a customers iPad 1 is active, ask the customer if the product has been in contact with liquid, and if so, did the issue with the product occur at or soon after the event. a. If the customer confirms that the issue with the product occurred at or soon after the event, the product is not eligible for warranty coverage or, (if applicable), AppleCare Protection Plan, but may be eligible for out-of-warranty paid service. 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 product may be eligible for warranty coverage if the functional issue is validated.
b.
The iPad Warranty does not cover damage cause by contact with liquid. Refer to the following article: http://support.apple.com/kb/HT4086
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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.
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); e. A product or part that has been modified to alter functionality or capability without the written permission of Apple; f. Consumable parts, such as batteries or protective coatings designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; g. Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports; or a. If any Apple serial number has been removed or defaced. Specific examples of failures or damage not covered under the warranty include: a. Damage caused by intentional separation, opening, or disassembly of enclosure b. c. d. e. f. 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. Damage or failure caused by wet or dry chemicals (such as gasoline, acid, corrosives), dust, soil, or foreign matter h. Damage or failure caused by external heat or fire (internal heat damage is covered unless as a result of an external cause) i. Cosmetic damage from external causes, including dents, abrasions, scratches on case, discoloration, cracking, peeling of metal or plastic parts of enclosure
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Action Make sure the iPad has the latest software updates. Use the latest version of iTunes (www.itunes.com/download) to check for the latest iOS. Connect the device to the computer, go to iTunes > (Device) > Summary and click the Check for Update button. Connect to a known-good power outlet using the included USB cable and 10W USB Power Adapter to charge the battery. Do not charge via the computer port. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. A restart forces the device to close all open files and powers off all hardware components. 1. Press and hold the Sleep/Wake button until a red slider appears. 2. Slide your finger across the slider to turn off iPad. 3. To turn iPad on, press and hold the Sleep/Wake button until the Apple logo appears.
Charge Battery
Restart
Reset
Perform a reset ONLY if unable to do a restart. Press and hold both the Sleep/Wake button and the Home button for at least ten seconds, until the Apple logo appears.
Press and hold the Sleep/Wake button on top of iPad for a few seconds until a red slider appears, then press and hold the Home button until the app quits. Erases all user content and settings. From the Home screen choose Settings > General > Reset > Erase All Content and Settings. If possible, try this before a Restore since it is much faster. Erases all software and data, and then installs a fresh copy of iOS. Connect the device to the computer, go to iTunes > (Device) > Summary and click the Restore button. Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. See See instructions on the following pages. Device Firmware Update allows you to perform a restore when all other attempts to restore the device fail. See instructions on the following pages.
1WARNING: This will delete all user data and settings on the device. A backup should be
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Charge Battery
The iPad must have a sufficient battery charge to proceed with troubleshooting. A low battery condition can be the cause of many issues. If the iPad has any of the following symptoms, 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. While the Apple USB Power Adapter or iPod USB Power Adapter may appear to be compatible, their power output is not sufficient to charge the device. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. Do not charge iPad with the computer port. If iPad is connected to a source that does not provide enough power to sufficiently charge the device, the notification Not charging appears next to the battery indicator in the status bar (top right corner).
If either of these screens are present, keep iPad connected so it continues charging.
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Restart
A restart forces the device to close all open files and powers off all hardware components. And, a restart safely closes active applications and processes, preserving any data in the process. A restart can quickly resolve a wide range of issues, including: Apps unexpectedly quit. Battery life is shorter than expected. Hardware is not performing as expected. Interface or apps are slow to respond. iTunes does not recognize or sync with the device. Procedure: 1. Press and hold the Sleep/Wake button until a red slider appears. 2. Slide your finger across the slider to turn off iPad. 3. To turn iPad on, press and hold the Sleep/Wake button until the Apple logo appears. Note: If you cannot restart the device because it is unresponsive, a reset, is an appropriate troubleshooting step.
Reset
If the device is unresponsive and restart does not work, the next option is to reset it. IMPORTANT: Perform a reset ONLY if unable to do a restart. Key Points: Reset only when you cant restart the device normally. A reset removes all power for a fraction of a second to power off the device. A reset does not close open files or save data before the device powers off. A reset can potentially cause file or operating system damage, requiring a restore. Procedure: 1. Press and hold both the Sleep/Wake button and the Home button for at least ten seconds, until the Apple logo appears.
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Restore
A restore completely erases the device and reinstalls a fresh copy of iOS. WARNING: This will delete all user data and settings on the device. Key Points A restore erases all user content, settings, and iOS files, and then reinstalls only iOS. A restore is time-consuming, especially if you have to download the restore package. If iTunes displays an alert with an error code, 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. When the restore is complete, test the device before restoring a backup or syncing content. Note: Do not set up as a new device, as this can erase previous backups. Copy or rename the backup folder before proceeding; location of this folder is listed in Apple Support article HT1414: iTunes: Backing up, updating, and restoring your iPhone, iPad, or iPod touch software. Procedure: 1. Connect iPad to a computer running the latest version of iTunes. 2. In the left column under Devices, click on the iPad name, then go to the Summary panel and click the Restore button.
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Procedure: Use the following steps to place a device into recovery mode. If the device is already in recovery mode, start at step 6. 1. Disconnect the USB Cable from the iPad, but leave the other end of the cable connected to the computers USB port. 2. Turn off the device: Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for the device to turn off. If you cannot turn off the device using the slider, perform a Reset: press and hold the Sleep/Wake button and Home button at the same time. When the iPad turns off, release the buttons. Press and hold the Home button while reconnecting the USB cable to the iPad. Continue holding the Home button. 3. While pressing and holding the Home button, reconnect the USB cable to the device. When you reconnect the USB cable, the iPad should power on. Note: If you see the battery trap image at left, let the device charge for at least 10 minutes to ensure the battery has some charge, and then repeat step 2. 4. 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. If necessary, open iTunes. You should see the following recovery mode alert:
6. Use iTunes to restore iPad. IIf you dont see the Connect to iTunes screen, try these steps again. If you see the Connect to iTunes screen but the device does not appear in 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, you may be able to escape by resetting the device.
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DFU Restore
Device Firmware Update (DFU) Restore allows you to perform a restore when all other attempts to restore the device fail. DFU Restore is only necessary if: the device wont turn on the device wont go into recovery mode the device wont charge WARNING: This will delete all user data and settings on the device. Procedure: Timing is critical--use a watch to time the steps below! 1. Charge the device for at least 5 minutes, then connect to iTunes. If the device is not detected, open iTunes and move to step 2. 2. Press Home + Power (Sleep/Wake) buttons together and hold down for 8 seconds and then release the On/off button. 3. Continue to press the Home button until you see the Recovery Mode message in iTunes, which may take up to 30 seconds. Note: In DFU Mode the devices screen is blank. If you did not get the Recovery Mode message in iTunes or the devices screen is not blank/ black, repeat all steps paying careful attention to your timing. If you decide not to do a restore, you may be able to escape by resetting the device.
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Sensor Testing
Accelerometer Sensor
Detects iPad positioning, movement, and tilt, switches between portrait and landscape modes, and functions as the tilt controller for applications and games that utilize this hardware component. Many built-in applications adjust their interface based on whether iPad is held in portrait or landscape mode. To test the sensor, do the following: Select a photo and open while holding the iPad vertically. Rotate the iPad to a horizontal position and the image orientation will change to landscape mode. When verifying the accelerometer remember that videos display in wide-screen orientation only, and when testing photos, the calculator, or web pages, hold the iPad in a vertical plane (upright), not horizontal (flat).
Three-Axis Gyro
iPad includes a built-in three-axis gyroscope. When paired with the accelerometer, it makes iPad capable of advanced motion sensing such as user acceleration, full 3D attitude, and rotation rate. There are currently no tests for the gyro, except to verify the function if the customer has a downloaded app that is known to use this feature.
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To test the sensor, do the following: 1. Verify that the Brightness setting (Settings > Brightness) is set to Auto-Brightness ON, and that the Brightness level is set near the middle of the slider. 2. Make sure the ambient light sensor is not being blocked or covered. Screen brightness can be affected by a screen protector, especially if it covers the ambient light sensor. 3. In a bright light environment, cover the top third of the iPad to block the light (the heel of your hand works well), then press the Sleep/Wake button or the Home button to wake the device. Slide the slider to unlock the iPad. 4. Notice the brightness of the screen and application icons; they should be dimmed somewhat. 5. Remove the cover from the top of the iPad display and in a few moments the display should get brighter. If you are still having sensor issues check the following: 1. Isolate applications that might modify the screen brightness on the iPad and if unsure what application might be the cause, 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). 2. The iBooks application includes a screen brightness slider that overrides the iPad screen brightness (but only when iBooks is running). Note: There is a slight delay of a few seconds before the screen adjusts to ambient light (this is by design, it is not intended to be instantaneous).
2011-10-26 iPad 2 General Troubleshooting Sensor Testing 52
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
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Deep Dive
Check 1. Refer to Kbase article: iPad: Charging the battery. Issue resolved? Result Yes Action Educate customer on battery performance and charging battery. Go to step 2. Code
No
Yes
The issue is not covered under warranty. Check for out-of-warranty repair option.
No
2011-10-26
Intermittent Power
Quick Check
Symptom iPad wont stay powered on iPad powers on, then crashes Display appears, then iPad shuts down Unable to power on with Sleep/Wake button Unexpected power off Remove the iPad Smart Cover (if present), 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). 2. Remove the iPad from the Smart Cover (if present) and re-test to verify that the Smart Cover is not causing the issue. Ask the customer if any magnets were placed near the iPad. If so, the iPad 2 may respond by going to sleep. 3. Visually inspect iPad for any damage. Check the Sleep/Wake and Home buttons. Are they damaged, preventing the device from powering up? Check the 30-pin port for debris or corrosion. 4. Check applications. Try removing the suspect application. 5. Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source. Other USB adapters will not provide enough power to charge iPad. 6. Charge iPad battery: Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 7. Use iTunes to verify that the iPad has the latest software updates. 8. Restart: Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad. Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears If you cant Restart, Reset the iPad. 9. Reset: Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds, until the Apple logo appears. 10. Go to Deep Dive.
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Deep Dive
Check 1. Remove the application and re-download using iTunes on a supported computer. Note: You will need the customers computer. Result Yes Action Note: If the issue occurs only when using a third-party application, remove content and report a problem. Issue resolved, go to step 2 If application continues to crash, consult application developer. Intermittent shutdown continues. Go to step 3. Issue resolved. Go to Battery Life Too Short. The iPad continues to intermittently shutdown when connected to 10W USB power adapter. Go to step 4. This may be a software bug and should be reported to Technical Service Provider Support (TSPS). Go to step 5. Replace iPad. Check warranty coverage. Check for out-of-warranty repair option. Restart troubleshooting from step 1. F7A Code
No
2. Restore iPad. Do not load any third party applications. Verify the intermittent shutdown continues to occur. 3. Verify if the intermittent shutdown symptom only occurs when disconnected from 10W USB power adapter or computer. 4. Verify if the shutdown can be reproduced with another known good iPad using the same steps.
Yes No Yes No
Yes
No Yes
5. Ensure iPad has been restored and set up as new without third party applications. Verify iPad continues to intermittently shut down.
No
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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. If theres no video, verify that it has enough charge to turn on. Connect iPad to the 10W USB Power Adapter with the Dock Connector to USB Cable. Charge for at least 10 minutes. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable. 2. If the screen displays a red battery icon, let it continue to charge until it turns on. 3. Check applications. If a single application is not responding or freezes when it opens, force it to close: Press and hold the Sleep/Wake button until the red slider appears. When the red slider appears, release the Sleep/Wake button Instead of dragging the red slider, press and hold the Home button for six seconds If the device does not return to the Home screen, see the steps below to restart. 4. Check if a third party case is being used and causing the iPad to overheat and freeze. 5. Restart: Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad. Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 6. Reset: Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds, until the Apple logo appears. 7. Restore: Restore iPad with iTunes. If you cant restore, go to Recovery Mode 8. Perform Device Firmware Update Restore. 9. Go to Deep Dive.
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Deep Dive
Check Is issue caused by accidental damage? Result Yes Action The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty Check for out-of-warranty repair option. Code
No
F7A
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. Probe whether the customer charges iPad using the 10W USB Power Adapter or another power source. Other USB adapters will not provide enough power to charge iPad. 2. Perform a visual inspection. Check cables, Dock, 30-pin connector are clean and free of defects. 3. Charge iPad battery Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes 4. Use iTunes to verify that the iPad has the latest software updates. 5. Restart: Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad. Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears If you cant restart the device - Reset iPad. Press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds, until the Apple logo appears.
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Deep Dive
Check 1. Verify using a known good 10W power adapter and USB cable resolves the issue. Result Yes Action Isolate the faulty component and replace. Code
Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty Check for out-of-warranty repair option. F5A
No
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Quick Check
Symptom Battery runs out of power very quickly Short play time Short battery life Does not hold charge Quick Check 1. Refer to Charging the Battery in the iPad User Guide. 2. Gather details on device usage. Check Settings. Common factors that affect battery life include:
Cellular data Wi-Fi Bluetooth Equalizer Brightness Temperature Software version Fetch Data/Push Location Services Low or no service areas (Wi-Fi + 3G model only) Third-party applications
3. Check the status bar indicator. It reflects the remaining battery life, including battery percentage. Turn on the battery percentage indicator using Settings > General (Wi-Fi models) or Settings > General > Usage (Wi-Fi + 3G models). 4. Check that the iPad 10W USB Power Adapter is being used to charge the iPad. 5. Charge the battery. Important: Battery and charge indicators can fluctuate briefly when you connect the device to power or wake it from sleep. If this occurs, wait a few seconds, and then check again. Battery percentage can remain at 99% with a full charge. This is expected behavior and does not indicate a battery or hardware issue. 6. Go to Deep Dive.
iPad 2 Symptom Charts Power Issues 61
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Deep Dive
Check 1. Check power adapter, dock, and 30-pin connector port for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option No 2. Is issue caused by accidental damage? Yes Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F3A Code
2011-10-26
Deep Dive
Check 1. Are accessories, USB cable, and 30-pin connector on iPad burnt or damaged? Result Yes Action Determine which object (cable, dock, iPad, etc.) is producing the smell and replace it or inform customer to discontinue using it until its determined to be safe. Check any third party accessories for a burnt smell. No Verify iPad functions with known-good accessories, USB cable. Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F9A Code
Yes
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Connectivity Issues
Select a symptom from the list: iTunes/Sync Issues Cannot Add or Play a Song, Video, 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. 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
iTunes/Sync Issues
Symptom iPad is not recognized in iTunes iPad not syncing Quick Check 1. Verify Dock Connector to USB Cable is securely attached to iPad. 2. Try connecting iPad to a different USB 2.0 port on computer (not on keyboard or an external USB hub). 3. Disconnect other USB devices from the computer. 4. Try connecting iPad to a different computer. 5. Download and install (or reinstall) the latest version of iTunes. Use iTunes to verify that the iPad has the latest software updates. 6. Charge iPad battery: Connect to a power outlet and charge with known-good iPad 10W USB Power Adapter for 10 minutes. 7. Restart: Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad. Turn iPad on by pressing and holding the Sleep/Wake button until the Apple logo appears 8. For Windows, refer to Apple Support article #TS1495: iPhone, iPad, or iPod touch: Device not recognized in iTunes for Windows and Apple Support article #TS1567: iPhone, iPad, or iPod touch: How to restart the Apple Mobile Device Service (AMDS) on Windows 9. Restart the computer and reconnect iPad. 10. Check for third-party software conflicts. 11. Go to Deep Dive.
Possible Causes:
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Deep Dive
Check 1. Check dock for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. iPad shows low-battery icon after 10 seconds. 3. Restore iPad with iTunes. (This restores iOS.) Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 4. Using the iPad 2 Quick Service Guide, 070-2750 (located on Service Source in the iPad 2 folder), determine if the issue is caused by accidental damage? Yes No Yes Go to step 2. Continue to charge for up to 10 minutes. Go to step 3. Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. If no, go to step 4 No Yes No Go to step 5. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
2011-10-26
2011-10-26
Deep Dive
Check 1. Check dock for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good USB cable to iPad? 3. Restore iPad with iTunes. (This restores iOS.) Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 4. Determine if the issue is caused by accidental damage? Yes No Yes Go to step 2. Go to step 3. Go to step 4 Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab Fixed? Return iPad to customer. If no, go to step 4. No Yes No Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
2011-10-26
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. Adjust volume setting with volume buttons verify music/audio is not paused check the Volume Limit setting (Settings > Music > Volume Limit) 2. Verify headset is pushed in all the way into connector. 3. Verify Mono Audio option setting is not enabled (for those who dont require it). This setting forces stereo left and right channels to be mixed into both ears. check Settings>General>Accessibility 4. Make sure iPad case or plastic protective film is not covering speaker or microphone. Remove case / or protective film and test again. 5. Check that the speaker grilles, headphone jack, and mic are not clogged with lint or other debris. 6. Use a clean, small, dry, soft-bristled brush to clean out the holes and speaker grilles. 7. Try known-good compatible headset. 8. Use compressed-gas duster with the straw attached to blow out debris from headset jack. Note: Do not use compressed-gas on speaker or microphone. 9. Go to Deep Dive.
Settings
Deep Dive
Check 1. Check headphone jack for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect headphone cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No Go to step 2.
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2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. 3. Restore iPad with iTunes. (This restores the iOS.)
Yes
Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Go to step 3. Go to step 4. Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
No Yes
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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. Adjust volume setting with volume buttons verify music/audio is not paused check the Volume Limit setting (Settings > Music > Volume Limit) 2. Verify headset is pushed in all the way into connector. 3. Verify Mono Audio option setting is not enabled (for those who dont require it). This setting forces stereo left and right channels to be mixed into both ears. -- check Settings>General>Accessibility 4. Make sure iPad case or plastic protective film is not covering speaker or microphone. Remove case / or protective film and test again. 5. Check that the speaker grilles, headphone jack, and mic are not clogged with lint or other debris. 6. Use a clean, small, dry, soft-bristled brush to clean out the holes and speaker grilles. 7. Try known-good compatible headset. 8. Use compressed-gas duster with the straw attached to blow out debris from headset jack. Note: Do not use compressed-gas on speaker or microphone. 9. Go to Deep Dive.
Settings
2011-10-26
Deep Dive
Check 1. Check headphones port for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect headphones cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. 3. Restore iPad with iTunes. (This restores iOS.) Yes No Yes Go to step 2. Go to step 3. Go to step 4. Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
2011-10-26
Settings
Deep Dive
Check 1. Restore iPad with iTunes. (This restores iOS). Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 2. Using the iPad 2 Quick Service Guide (070-2750) document, located on Service Source in the iPad 2 folder, determine if the issue is caused by accidental damage. Result Yes Action Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab Fixed? Return iPad to customer. If no, go to step 2. No Yes No Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
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Settings
Yes No Yes
Replace micro-SIM card tray. Go to step 2. Go to step 2. - If there is debris, remove it. Go to step 3. -- If card is damaged, refer customer to cellular carrier for replacement card.
No
Go to step 3.
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4. Reinstall original micro-SIM card. Can iPad connect to cellular network? 5. - Turn off Wi-Fi: Settings > Wi-Fi > Off. - Remove original micro-SIM and install known-good microSIM. Can iPad connect to cellular network? 6. Determine if the issue is caused by accidental damage?
Yes No Yes
Issue resolved. Go to step 4. Original micro-SIM card is not functioning. Refer customer to cellular carrier for replacement card. Go to step 4.
No
Yes No
The issue is not covered under warranty. Check for out-of-warranty repair option. The issue is covered if under warranty. Check for out-of-warranty repair option.
No Yes No Yes No
Go to step 2. Issue resolved. Go to step 3. The issue is not covered under warranty. Check for out-of-warranty repair option. The issue is covered if under warranty. Check for out-of-warranty repair option.
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2011-10-26
Deep Dive
Check 1. Attempt to isolate issue to the component or composite cables (accessories). Is the issue resolved? 2. Determine if the issue is caused by accidental damage? Result Yes No Yes No Action Issue resolved. Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. Covered if under warranty. Check for out-of-warranty repair option.
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2. To record a video: Slide the Camera/Video switch to . Tap to start recording. The record button blinks while Camera is recording. Tap again to stop recording. You can also press the center button on the iPad headset (or the equivalent button on your Bluetooth headset) to start and stop recording. A rectangle on the screen shows what the Camera is using to set the exposure. 3. Set exposure: Tap to adjust the exposure for the selected area of the image. Tapping also displays the zoom control at the bottom of the screen (camera mode only, rear camera only). 4. Zoom in or out: Tap the screen, then use the slider at the bottom of the screen to zoom in or out. (Rear camera only, photos only.)
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5. Switch between front and back cameras: Tap in the upper-right corner of the screen. 6. Review a photo or video youve just taken: Tap the thumbnail of your last shot, in the lower-left corner of the screen. Use the left and right arrows at the bottom of the screen to review photos and videos in the Camera Roll, or just flick left or right. Tap Done to return to camera or video mode. If you dont see the controls, tap the screen to display them. Sound effects: When you take a photo or start a video recording, iPad makes a shutter sound. The sound isnt played if the iPad is set to mute. Note: In some regions, the sound effects for Camera are played even if the iPad is set to mute. 7. Camera app is missing: Verify that Camera has not bee restricted in Settings > General > Restrictions. The customer will need to enter their password to Disable the restriction. 8. Clean the camera lens with a microfiber polishing cloth, if needed.
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Cellular:
Symptom Cellular issues Quick Check 1. Verify that Airplane Mode is not turned on (Settings > Airplane Mode), and that there is a cellular connection.
Wi-Fi:
Symptom Wi-Fi issues Quick Check 1. Verify that Wi-Fi is turned on (Settings > Wi-Fi) and that it is connected to a known-good Wi-Fi network.
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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
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
2011-10-26
Deep Dive
Check 1. Restore iPad with iTunes. (This restores the iOS.) Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings No Result Yes Action Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. If no, go to step 2. Go to Step 2 Code
Yes
The issue is not covered under warranty. Check for out-of-warranty repair option. F1B
No
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2011-10-26
Deep Dive
Check Is issue caused by accidental damage? Result Yes Action The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F2B Code F1B
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Settings
2011-10-26
Deep Dive
Check 1. Restore iPad with iTunes. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings No 2. Is issue caused by accidental damage? Yes Result Yes Action Connect iPad to the computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. If no, go to step 2. Go to Step 2 The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F2C Code
2011-10-26
Cracked Display
Quick Check
Symptom Cracked LCD Cracked Cover Glass Quick Check 1. Determine whether there is a safety issue, such a glass fragments. Do not perform procedures that can be a safety risk to you or the customer. 2. Go to Deep Dive.
Deep Dive
Check Is issue caused by accidental damage? Result Yes Action The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F1B Code
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Deep Dive
Check
Result
Action
Code
Yes
The issue is not covered under warranty. Check for out-ofwarranty repair option.
No
2011-10-26
Software Issues
Select a symptom from the list: Application Issues iTunes Sync Issues Cannot Add or Play a Song, Video, or Other Item
2011-10-26
Applications Issues
Note: Updating an application requires the customers computer and password to enter the iTunes account associated with that application. For more information, refer to Phone, iPad, or iPod touch: Troubleshooting applications purchased from the App Store, http://support.apple. com/kb/TS1702.
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. Verify iPad has the latest software updates Use iTunes to install the latest version of the iOS software 2. Verify application is compatible with iPad 3. Update application. Open App Store and tap Updates. If updates are available, tap Update All. 4. Sync iPad with iTunes. 5. Restart: Press and hold the Sleep/Wake button until a red slider appears. Slide your finger across the slider to turn off iPad. To turn iPad on, press and hold the Sleep/ Wake button until the Apple logo appears 6. Remove application if still having issues. Touch and hold any application icon on the Home screen until the icons start to wiggle. Tap the x in the corner of the application you want to remove. Tap Delete to remove the application and all of its data from your iPad. Press the Home button to cancel or stop deleting applications. 7. Reinstall application. Open the App Store on iPad and locate the application to reinstall Check if issue is resolved. 8. Go to Deep Dive.
2011-10-26
Deep Dive
Check 1. Restore iPad with iTunes. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings Result Yes Action Connect iPad to the computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. If no, go to step 2. No 2. Is issue caused by accidental damage? Yes Go to Step 2 The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F5A Code
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Deep Dive
Check 1. Check dock for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good USB cable to iPad? Yes No 3. Restore iPad with iTunes. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings Yes Go to step 2. Go to step 3. Go to step 4 Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab Fixed? Return iPad to customer. If no, go to step 4. No 4. Is issue caused by accidental damage? Yes Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F5A Code
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Deep Dive
Check 1. Check dock for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. iPad shows low-battery icon after 10 seconds. Yes No 3. Restore iPad with iTunes. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings 4. Is issue caused by accidental damage? Yes Go to step 2. Continue to charge for up to 10 minutes. Go to step 3 Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F5A Code
No Yes
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Alert Messages
Select a symptom from the list: Alert Messages Appear on iPad Screen or iTunes
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2011-10-26
Deep Dive
Check 1. Check dock for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect USB cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good USB cable to iPad. Yes Go to step 2. If needed, connect the iPad to a known good power adapter to charge for up to 20 minutes. Go to step 3. Go to step 4. Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. If no, go to step 4. No 4. Is issue caused by accidental damage? Yes Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F6A Code
No 3. Restore iPad with iTunes. Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPad with iTunes before restoring to back up your most recent data and settings Yes
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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. Verify Side Switch setting not set to Mute setting, (Settings > General > Use Side Switch) or Note: The Side Switch button does not mute all audio or video playback (mainly system sounds, alerts, sound effects, etc). Music and video will still play in Apple apps (third party may vary). Check Multitasking user interface setting. When Side Switch is set to mute, a screen rotation lock button appears in the multitasking user interface. 2. Adjust volume setting with volume buttons verify music/audio is not paused check the Volume Limit setting (Settings > Music > Volume Limit) 3. Verify headset is pushed in all the way into connector. 4. Verify Mono Audio option setting is not enabled (for those who dont require it). This setting forces stereo left and right channels to be mixed into both ears. check Settings>General>Accessibility 5. Check that the speaker grilles, headphone jack, and mic are not clogged with lint or other debris. 6. Use a clean, small, dry, soft-bristled brush to clean out the holes and speaker grilles. 7. Try known-good compatible headset. 8. Use compressed-gas duster with the straw attached to blow out debris. 9. Verify audio output isnt going to Airplay or Bluetooth device. If mirroring with HDMI cable, audio may go to HDMI device. 10. Go to Deep Dive
2011-10-26
Deep Dive
Check 1. Check headphone jack for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect headphone cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. Yes Go to step 2. Connect to a power outlet and charge with iPad 10W USB Power Adapter for 10 minutes. Go to step 3. Go to step 4. Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty. Check for out-of-warranty repair option. F5DInput F5EOutput Code
2011-10-26
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. Adjust volume setting with volume buttons verify music/audio is not paused check the Volume Limit setting (Settings > Music > Volume Limit) 2. Verify headset is pushed in all the way into connector. 3. Verify Mono Audio option setting is not enabled (for those who dont require it). This setting forces stereo left and right channels to be mixed into both ears. Check Settings>General>Accessibility 4. Check that the speaker grilles, headphone jack, and mic are not clogged with lint or other debris. 5. Use a clean, small, dry, soft-bristled brush to clean out the holes and speaker grilles. 6. Try known-good compatible headset. 7. Use compressed-gas duster with the straw attached to blow out debris. 8. Go to Deep Dive
Deep Dive
Check 1. Check headphones port for debris, contamination, corrosion, or damage. Result Yes Action Clean or fix if possible. Go to step 2. If not safe to connect headphones cable, the issue is not covered under warranty. Check for out-of-warranty repair option. No 2. Able to connect a known good headphone cable to iPad. Verify connector is pushed in all the way. Yes No Go to step 2. Go to step 3. Go to step 4. Code
2011-10-26
Yes
Connect iPad to computer. In the left column under Devices, click on your iPad, then click on Restore in the Summary tab. Return iPad to customer. Go to step 4. The issue is not covered under warranty. Check for out-of-warranty repair option.
No
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2011-10-26
Deep Dive
Check 1. Note: Check camera/cards compatibility. Not all camera/ cards will be compatible. Check Camera Connector or SD Card reader for debris, contamination, corrosion, or damage. Result Yes Action If a customer reports a camera that previously worked with iOS 3 is unable to import when using iOS 4, try connecting the camera to the iPad Camera Connector with a powered USB hub. Refer to iPad: Using the iPad Camera Connection Kit, http://support.apple.com/ kb/HT4101. Clean or fix if possible. Go to step 2. Check for out-of-warranty repair option. No 2. 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. 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. Check for out-of-warranty repair option.
No
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2011-10-26
Deep Dive
Check 1. Verify USB cable connects firmly to iPad. Result Yes Action Clean or fix if possible. Go to step 2. Check for out-of-warranty repair option. No 2. Is issue caused by accidental damage? Yes Go to step 2. The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F9A Code
2011-10-26
2011-10-26
Deep Dive
Check 1. Check that wireless keyboard is supported with iPad. Only the Apple Wireless Keyboard is supported. Supported? Note: The original Apple Wireless Keyboard (pre-2007) is not supported. If a customer attempts to pair an unsupported wireless keyboard with iPad, the pairing status eventually returns to Not Paired and without an alert. 2. Is issue caused by accidental damage? Yes The issue is not covered under warranty. Check for out-of-warranty repair option. No Covered if under warranty Check for out-of-warranty repair option. F5C Result Yes Action Covered if under warranty Check for out-of-warranty repair option. No Go to step 2. Code
2011-10-26
Take Apart
iPad 2
First Steps
No first steps required. Note: For cellular data, iPad Wi-Fi + 3G uses a micro-SIM card, also known as a third form factor (or 3FF). If you change cellular data carriers, you may need to remove the micro-SIM card. iPad 2 Wi-Fi + 3G SIM tray is located on the rear cover on the left side. The Wi-Fi + 3G model for Verizon does not have a SIM card.
Tools
iPad 2 SIM eject tool (922-9900).
Note: Do not use the iPad SIM eject tool (shown) on the iPad 2. Using the tool could cosmetically damage the hole and/or scratch the iPad 2 case.
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2011-10-26
Views
iPad 2
External Views
Rear View
A - Volume buttons B - Side Switch C - Back camera D- Sleep/Wake E - Microphone F - Headphone jack
G - 3G antenna H - Micro-SIM tray I - Speaker J - Dock connector K -Serial number (not on all models)
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iPad 2 Dock
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2011-10-26
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