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iOS Qualification Training - Isolate

Introd uction & Course Ma p

This lesson is written for Apple iOS technicians and will prepare you to take and pass the timed, open-resource iOS Qualification Exam (9L0-
E06). This is lesson 3 of 7.

The content maps directly to the exam and covers the communication and triage skills required to evaluate, isolate and resolve a customer's iOS
device issues.

Le sson Ove rvie w

Lesson Objectives

This lesson covers:

Systematic Troubleshooting Skills


Symptoms

Specifically, after this lesson, you should be able to:

apply systematic troubleshooting methodology to correctly evaluate and isolate a given iOS device
issue to determine the correct resolution to the issue
correctly differentiate between customer-centric and product-centric issues to aid in arriving at an
appropriate resolution.

Audience Prerequisites Time Required You will need...

Apple Authorized iOS Qualification 45 minutes GSX Access


Service Provider Training - Evaluate
Technicians

Isola te
Either the issue is with the device or it is NOT with the device:
If the issue is NOT with the device, the cause may be customer perception (where the customer is mistaken about functionality) or environmental
factors (such as extreme heat or cold, or proximity to a microwave oven):
If the issue IS with the device, it is related either to the hardware or the software:
Fre q ue nt Issue s iP a d /iP od /iP hone

Use r Conte nt: Corrupt or invalid user data


Softwa re : Missing or corrupt operating system files
Ha rd wa re : Physical failure of a specific component

Some e xa mp le s of iP a d ha rd wa re symp toms includ e :


iPad does not power on
iPad does not charge
iPad battery lasts only a short time
iPad display is dark, very dim, or there is other display corruption
Unable to listen to music through headphone jack
Touchscreen input is erratic or nonresponsive
Buttons or switches do not work
Unable to connect to a Wi-Fi network
Unable to connect to a cellular network

Some e xa mp le s of iP a d softwa re symp toms (includ ing corrup t or inva lid use r d a ta ) includ e :
iPad starts up and freezes on the Apple logo
iPad starts up and displays 'Please Connect to iTunes'
While using the iPad, it unexpectedly restarts
While using an application, it unexpectedly returns to the Home screen
The iPad freezes while using an application
Unable to listen to music or play movies (Check Volume)
Touchscreen input is erratic or nonresponsive
Unable to connect to a Wi-Fi network (Check Settings)
Unable to connect to a cellular network (Check Settings)

Use r Conte nt: Corrupt or invalid user data


Softwa re : Missing or corrupt operating system files
Ha rd wa re : Physical failure of a specific component

Some e xa mp le s of iP hone ha rd wa re symp toms includ e :


iPhone does not power on
iPhone does not charge
iPhone battery lasts only a short time
iPhone display is dark, very dim, or there is other display corruption
Unable to listen to music through headphone jack
Touchscreen input is erratic or nonresponsive
Buttons or switches do not work
Unable to connect to a Wi-Fi network
Unable to connect to a cellular network

Some e xa mp le s of iP hone softwa re symp toms (includ ing corrup t or inva lid use r d a ta ) includ e :
iPhone starts up and freezes on an Apple logo
iPhone starts up and displays 'Please Connect to iTunes'
While using the iPhone, it unexpectedly restarts
While using an application, it unexpectedly returns to the Home screen
The iPhone freezes while using an application
Unable to listen to music or play movies (Check Volume)
Touchscreen input is erratic or nonresponsive
Unable to connect to a Wi-Fi network (Check Settings)

Use r Conte nt: Corrupt or invalid user data


Softwa re : Missing or corrupt operating system files
Ha rd wa re : Physical failure of a specific component

Some e xa mp le s of iP od touch ha rd wa re symp toms includ e :


iPod touch does not power on
iPod touch does not charge
iPod touch battery lasts only a short time
iPod touch display is dark, very dim, or there is other display corruption
Unable to listen to music through headphone jack
Touchscreen input is erratic or nonresponsive
Buttons or switches do not work
Unable to connect to a Wi-Fi network

Some e xa mp le s of iP od touch softwa re symp toms (includ ing corrup t or inva lid use r d a ta ) includ e :
iPod touch starts up and freezes on an Apple logo
iPod touch starts up and displays 'Please Connect to iTunes'
While using the iPod touch, it unexpectedly restarts
While using an application, it unexpectedly returns to the Home screen
The iPod touch freezes while using an application
Unable to listen to music or play movies
Touchscreen input is erratic or nonresponsive
Unable to connect to a Wi-Fi network (Check Settings)

Be gin ne xt le sson
Click the Link b e low to b e gin iOS Qua lifica tion T ra ining - R e solve
iOS Qualification Training - Resolve

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