iPad, iPod and iPhone Troubleshooting

Resolution

First steps: Make sure you're up to date

1. Verify you have installed the latest version of iTunes.
2. Verify that you are connecting iPad to your computer using a USB 2.0 port.
3. Make sure your iPad software is up to date: With your iPad connected to your computer, click "Check for Update" in the Summary section of iTunes.
4. Charge your battery: Using the 10W USB power adapter that came with iPad, charge iPad for at least 20 minutes before further troubleshooting. If necessary, refer to "Charging the Battery" in the iPad User Guide.

If iPad won't turn on, or the display stops responding

Follow these steps, testing after each:

1. Turn the iPad off and turn it on again. Press and hold the Sleep/Wake button on top of iPad for a few seconds, until a red slider appears. Then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.

2. Reset iPad. Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears.

If iPad doesn't appear in iTunes or you can't sync iPad

Follow these steps, testing after each:

1. Disconnect other USB devices from your computer and connect iPad to a different USB 2.0 port on your computer (not on your keyboard).
2. Turn iPad off and turn it on again. Press and hold the Sleep/Wake button on top of iPad for a few seconds, until a red slider appears. Then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
3. Restart your computer. Then reconnect iPad to your computer.
4. Download and install (or reinstall) the latest version of iTunes.

If you can't access email or the web using a Wi-Fi network

1. Check the Wi-Fi signal strength using the icon in the status bar.
2. If possible, move closer to the Wi-Fi router or hotspot.
3. If you are not currently connected to a Wi-Fi network, locate and join a nearby network using Settings > Wi-Fi.
4. If the issue persists, see this article for additional troubleshooting steps.

iPad Wi-Fi + 3G only: If you can't access email or the web using the 3G network

Follow these steps, testing after each:

1. Check the cell signal indicator in the status bar at the top of the screen. If there are no bars, or if it says "No service," try moving to a different location. If you're indoors, try going outdoors or moving closer to a window.
2. Check to make sure you're in an area with network coverage. Go to your carrier's website to see network coverage areas.
3. Make sure airplane mode isn't on. From the Home screen choose Settings, then turn Airplane mode off.
4. Turn iPad off and turn it on again. Press and hold the Sleep/Wake button on top of iPad for a few seconds, until a red slider appears. Then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
5. There may be an issue with your wireless service. Call your carrier or go to your carrier's website.
6. Restore the iPad software. See Backing up, updating, and restoring your iPad software or see "Updating and Restoring iPad Software" in the iPad User Guide.

If iPad still won't respond after you restore it

Follow these steps, testing after each:

1. If you receive an alert in iTunes while restoring your iPad, refer to this article for instructions on how to resolve common issues with updating and restoring.
2. If you cannot restore your iPad in iTunes, or if iTunes does not recognize the device, refer to this article for instructions on restoring using recovery mode.

Some very common problems including freezing and seizing up, no playback, no syncing, and other functionality issues can be addressed by these troubleshooting steps:

Start with these first

* Make sure that your computer meets the system requirements for the iPod.

* In some cases, simply updating to the latest versions of iTunes and iPod Software may resolve your issue.

Freezing and locking can many times be resolved by simply resetting your device.

These steps work with the following devices:

* iPod nano (3rd generation)
* iPod classic
* iPod (5th generation)
* iPod nano (2nd generation)
* iPod nano
* iPod with color display (iPod photo)
* iPod (Click Wheel)
* iPod mini
* iPod mini (2nd generation)

1. Toggle the Hold switch on and off. (Slide it to Hold, then turn it off again.)

2. Press and hold the Menu and Center (Select) buttons simultaneously until the Apple logo appears, about 6 to 8 seconds. You may need to repeat this step.

Tip: If you are having difficulty resetting your iPod, set it on a flat surface. Make sure the finger pressing the Select button is not touching any part of the click wheel. Also make sure that you are pressing the Menu button toward the outside of the click wheel, and not near the center.

If the above steps did not work, try connecting iPod to a power adapter and plug the power adapter into an electrical outlet, or connect iPod to your computer. Make sure the computer is turned on and isn't set to go to sleep.

1. Toggle the Hold switch on and off. (Slide it to Hold, then turn it off again.)

2. Press and hold the Play/Pause and Menu buttons simultaneously until the Apple/iPod logo appears, about 6 to 8 seconds. You may need to repeat this step.

If the above steps did not work, try connecting iPod to a power adapter and plug the power adapter into an electrical outlet, or connect iPod to your computer. Make sure the computer is turned on and isn't set to go to sleep.

If you are still unable to reset your iPod, use only one finger from one hand to press the Center (Select) button, and one finger from the other hand to press the Menu button.

When you reset iPod all your music and files are saved, but some customized settings may be lost. Date and time is preserved (unless the iPod reset itself because it had no power and then was reconnected to power). Other customized settings, such as Bookmarks, On-The-Go Playlists, Shuffle, Backlight timer, and so forth are preserved from the last time the hard drive turned on.

Songs do not transfer to your iPod

If you've recently downloaded the latest version of iTunes and songs do not copy to your iPod, your iPod may require a specific or later version of iPod software. Use iTunes 7 or later to determine if your iPod's software needs to be updated.
You see a folder icon with an exclamation point

Some iPod models require a specific or later version of iPod software. Try updating or restoring iPod. If you still see the exclamation point, try these additional troubleshooting tips. If you see a sad iPod icon with an exclamation point, see this article.

iPod doesn't appear in iTunes, on the desktop, or in Windows Explorer

Several things could keep iPod from appearing in iTunes or on the desktop when you connect it to your computer. For Mac, find an answer here. For Windows PC customers, try these solutions.
"Do not disconnect" screen

The "Do not disconnect" screen is normal. Learn more about the disconnect screens.

The headphones don't work

If your iPod's headphones don't work or have static or garbled audio, try connecting them to any other 3.5 mm stereo headphone jack, like the one on your computer. If the issue with the headphones persists, replace them. For an iPod under warranty, you can order a replacement online. Otherwise, check out the headphones at the Apple Store. If the issue appears to be with the iPod, try resetting it. If that doesn't work, then restore iPod with the latest iPod software using iTunes 7 or later.

Gather information for service

To order service for your iPod, you'll need to know its serial number and purchase date. If service for your iPod is not covered under Apple's one-year limited warranty or AppleCare Protection Plan for iPod, there will be a fee.

How to get your iPod serviced

It's easy! Additional answers to common service questions can be found in the iPod Service FAQ.

* In North America, simply complete the online iPod service request form to receive service for your iPod or accessory. You can also take your iPod to an Apple retail store.

* In Europe, please take your iPod to an Apple retail store or to a local Apple Authorised Service Provider. Our online repair service is also available.

* In Australia, simply complete the online iPod service request form or take your iPod to a local Apple Authorised Service Provider.

Important

1. If you use Apple's online repair service, please provide an address where someone will be available to accept the service box or accessory.

2. If your iPod was personalized (engraved) by Apple, please use the online repair service, which is the only way to have a replacement iPod sent with the same personalization.

Recharge iPhone

Connect iPhone to a high-power USB port, such as the one on your computer, or use your iPhone AC adapter. If either of these screens are present, keep iPhone connected so it continues charging.

* Don't use the USB port on your keyboard because it is a low-power port and iPhone will not charge.
* If you see the red part of the battery image flash three times and then the screen goes black, it means that iPhone is not receiving power to charge.

Restart or reset

To restart iPhone, first turn iPhone off by pressing and holding the Sleep/Wake button until a red slider appears. Slide your finger across the slider and iPhone will turn off after a few moments.

Next, turn iPhone on by pressing and holding the Sleep/Wake button until the Apple logo appears.
Press and hold sleep/wake button
Is iPhone not responding? To reset iPhone, 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.

Update software

Updating your iPhone and iTunes software may solve your issue.

Make sure you are using the latest version of iTunes.

Next, connect iPhone. In the left column under Devices, click on your iPhone. Click on Check for Update in the Summary tab, then follow the instructions.

Restore iPhone

To restore your iPhone, first make sure you are using the latest version of iTunes.

Next, connect iPhone. In the left column under Devices, click on your iPhone, then click on Restore in the Summary tab.

For more information about backing up, updating, and restoring your iPhone software, see this article.

Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPhone with iTunes before restoring to back up your most recent data and settings.

If iPhone is still not responding or not operating as expected, try the following options:

* Get tips from fellow iPhone users at our iPhone Discussions forum.
* Use Express Lane to get advice from experts who know your product best. Talk to us now or later at your convenience.
* If you live near an Apple Retail Store, make an appointment with a Mac Genius.
* Print and complete this helpful page to expedite your call or Genius Bar visit (where available).
* If the iPhone battery is extremely low on power, the display may be blank for up to two minutes before one of the low-battery images appears.

Recharge

Note: Make sure you are using USB to charge. Accessories that use FireWire to charge are not supported with iPhone.