Apple iphone Troubleshooting-Authorized Service Centers

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1 Store Type Authorized Service Device Type Apple iphones 4, 4S and 5 Overview: The following instructions provide information on troubleshooting the Apple iphone 4, 4S and 5. ASC Techs should attempt to resolve a customer s issue using the information contained in this document. Customer should only be redirected to Apple (or another manufacturer/vendor) if it has been determined that the root cause of the issue is not related to the phone or network service. IMPORTANT Reminders: Authorized Service Center and Sprint Employees are NEVER to touch a customer s laptop computer in an attempt to resolve an issue. Ensure that the customer s iphone data is backed up to icloud or their computer prior to working on their device. See the Service Level Procedures-Apple iphone M&P for information regarding Red/Yellow/Green classification, warranty coverage and pricing. See the AppleCare+ Procedures M&P for information regarding the extended warranty program. Updating to ios6 UICC Card/ICC ID International Calling FaceTime Dock Battery Life Physical Damage Liquid Damage Troubleshooting Assistant itunes icloud Apple ID App specific troubleshooting: o Mail o Documents in the Cloud o Calendars o Contacts Siri Menu Safari o Basics o Troubleshooting steps o Webpage Layout o Plugins o Security Network troubleshooting o To connect the iphone to Wi-Fi o Troubleshooting Wi-Fi o Cellular Data Troubleshooting o Hotspot troubleshooting o Bluetooth The five R s of troubleshooting o Recharge o Restart/Reset o Remove/Reset Settings o Reinstall o Restore Advanced Troubleshooting o Before You Begin o Syncing o Root Causes o Startup Issues o User Content o Content Type Removal o Backup iphone o iphone 1 of 21

2 Updating to ios6 Info 1 Resource links KB article HT4623, ios: How to update your iphone, ipad, or ipod touch KB article TS1275, ios: Resolving update and restore alert messages KB TS3694, itunes: Specific update-and-restore error messages and advanced troubleshooting KB HT1808, ios: Unable to update or restore UICC Card/ICC ID Info 1 The iphone 5 is the first Sprint device to use a removable UICC (Universal Integrated Circuit Card) for LTE service. A UICC is the physical smart card that allows for LTE network authentication and access. The UICC card is different from the SIM cards used in Nextel phones, the customer s contacts and address book are not stored on this card. The ICC ID (Integrated Circuit Card ID) is a unique 20-character ID assigned to a specific UICC. A removable UICC can be moved or changed to an alternate device, so you have to confirm the ICC ID in the activation (or billing) system. This should occur only rarely. Each iphone 5 has a removable UICC that is associated with a unique ICC ID, this is the ICC ID that auto-populates in the activation/billing system. When the device has a removable UICC, you must confirm that the ICC ID matches the ICC ID displayed in the system. If the ICC ID does not match the one displayed in the system, you must scan or manually enter the correct ICC ID. A phone cannot be activated, even for voice services, without a UICC installed. 2 There are three ways to determine the ICC ID assigned to the phone's removable UICC. Roll over each one to see an image. Activation Screen - press the i icon for information Settings > General > About Menu On the removable UICC in the tray on the side of the phone 3 All devices are shipped with a removable UICC, including reconditioned devices. Stores will have extra UICCs available if they are needed. For example, a customer purchases a Sprint phone from ebay that does not arrive with a UICC, or their current UICC is lost or damaged. Note: When activating a new device you must verify the ICC ID on the Services tab. International Calling Verify Requirements 4 4s and 5 can be used internationally, 4 cannot. 2 of 21

3 International calling plan is required. A SIM Card needs to be inserted for customers who want to use the phone when traveling internationally. The SIM card is not an Apple hardware component. Customers who need SIM card service or replacement should never be referred to Apple. International Calling Verify Requirements 1 4s and 5 can be used internationally, 4 cannot. International calling plan is required. A SIM Card needs to be inserted for customers who want to use the phone when traveling internationally. The SIM card is not an Apple hardware component. Customers who need SIM card service or replacement should never be referred to Apple. FaceTime Verify Requirements 1 FaceTime requires a Wi-Fi, cellular connections do not support FaceTime calls. Dock 1 iphone is not compatible with FireWire for charging or syncing. Many ipodcompatible accessories that use the dock connector can only charge using FireWire. While it is possible to use the audio or video output features of these accessories, iphone alerts you that "charging is not supported". Battery Life 1 Like other rechargeable batteries, these batteries have finite lifespans and may eventually require replacement. The iphone battery is not removable or userreplaceable. Apple offers a battery replacement service for iphone and ipod devices. Physical Damage 1 Physical damage is when the Multi-Touch display is physically cracked, broken, or otherwise damaged. If iphone has physical damage, the customer should stop using iphone and have it replaced in order to avoid injury. NOTE: To determine the level of coverage (Green, Yellow, Red) and related pricing see the Service Level Procedures-(Apple iphone) M&P. 3 of 21

4 Liquid Damage 1 Liquid damage occurs when the iphone is immersed in or exposed to sufficient quantities of liquid, triggering the iphone Liquid Contact Indicators (LCI). iphone has two external LCIs to determine whether iphone has possibly come into contact with liquid. When the LCI contacts liquid, a red or pinkish color appears across half of the indicator in the headset jack and a full red trigger in the dock connector LCI. Look directly down into the headphone jack or dock connector to see whether the LCI has been triggered. 2 Neither the Apple Limited Warranty nor the AppleCare+ Protection Plan covers accidental damage, including liquid immersion. iphone products with liquid damage may be eligible for out-of-warranty repair if the device has not suffered additional catastrophic damage. NOTE: To determine the level of coverage (Green, Yellow, Red) and related pricing see the Service Level Procedures-(Apple iphone) M&P. Troubleshooting Assistant 1 Troubleshooting Assistant: itunes Support 1 If a customer is experiencing trouble with itunes, you may refer them to one of the Support articles on the Apple website. You may an article to the customer by clicking on the icon in the top right corner of each article. NOTE: Techs are never to touch a customer s computer. 2 Resource Links: itunes Support: HT itunes: How to remove and reinstall the Apple Mobile Device Service on Mac OS X or Earlier HT Troubleshooting itunes installation on Mac OS X 4 of 21

5 HT Trouble installing itunes or QuickTime for Windows TS itunes: Downloading itunes for Windows using Internet Explorer 3 When itunes is installed on Windows there are six new programs installed on the computer: a. itunes b. QuickTime c. Apple Software Update d. Apple Mobile Device Support e. Bonjour f. Apple Application Support (itunes 9 or later) icloud Additional Resource links: TS Multimedia applications may quit unexpectedly with some third party QuickTime components 1 icloud Support: 2 icloud automatically backs up the most important data on the iphone. After a customer has enabled Backup on their iphone, it will run on a daily basis as long as the device is: o Connected to the Internet over Wi-Fi. o Connected to a power source. o Screen-locked. Each day, icloud back up the iphone over Wi-Fi when connected to power. To enable icloud Backup, open Settings > icloud > Store & Backup. ios alerts that it will no longer automatically back up to your computer when you sync with itunes. icloud automatically back up accounts, documents, and settings. You can adjust the backup settings for other data. Restore 1 To restore an icloud backup, open Settings > Reset > Erase All Content and Settings. When iphone restarts, tap Restore from icloud Backup. Connect your device to Wi-Fi and enter your Apple ID and Password. To enable location services for Find My iphone in Settings > Location Services > Find my iphone. 5 of 21

6 Support 1 Resource Links: HT icloud account: Frequently asked questions HT Managing your icloud storage HE37 - Frequently Asked Questions About Apple ID Troubleshooting icloud 1 The following tips can help you troubleshoot icloud: Check the iphone's Internet connection using an app such as Safari or Weather. Make sure customer is using the same Apple ID and password for their icloud account on all their ios devices. Ensure the icloud feature is enabled in Settings > icloud. Tell customers to view their available icloud storage in Settings > Storage & Backup. Check the minimum requirements of the customer's computer. Resource link: HT icloud: Supported system requirements. Storage 1 If icloud available storage is low, customers might encounter the following symptoms: Failed ios backups Alerts about low icloud storage Alerts about sending or receiving icloud Inaccessible documents in the cloud 2 Help customers manage their icloud storage in Settings > icloud > Storage & Backup: They can buy more storage. They can disable backups for certain items. Apple ID 1 Apple ID Support: 2 Refer customers to appleid.apple.com if they don't know whether they have an Apple ID. An Apple ID is the login you use for just about everything you do with Apple, including using icloud to store your content, downloading apps from the App 6 of 21

7 Store, and buying songs, movies, and TV shows from the itunes Store. Apple ID's are usually created at the time of activation of iphone; however not required. A customer who has any of the following already has an Apple ID: o Find My iphone account o FaceTime account o Game Center account o Mac App Store account o Apple Online Store account o itunes Store account o Apple Jobseeker account o ichat account o Active or expired MobileMe account Refer customers to appleid.apple.com if they don't know whether they have an Apple ID. App specific troubleshooting Mail 1 Apple ID Support: 2 Use standard troubleshooting steps to isolate the issue. 3 Try sending and receiving messages via icloud.com 4 The following limits may prevent sending messages: o Maximum 200 outgoing message per 24-hour period o Maximum recipients per 24 hours period o Maximum 20 MB total attachment size per message Documents in the icloud 1 Verify that the customer installed the most recent iwork apps. 2 Developers must design apps to work with Documents in the Cloud. You cannot add a document to the cloud that isn t designed to work with Documents in the Cloud. 3 To access a document from icloud, first you must access the document on your ios device. If you add a document using your computer and then try to access it from another computer, it s not available for download via the web client. Calendars 1 Use standard Calendars troubleshooting to isolate the issue. 7 of 21

8 2 People with whom you share calendars must also move their accounts to icloud to view your calendars. Contacts 1 Use standard Contacts troubleshooting steps to isolate the issue s root cause. 2 If you enable contact syncing via itunes and icloud, disable itunes contact syncing. Siri 1 If you experience a Siri issue try the following: Ensure iphone is connected to the Internet. Ensure Siri is on. Be as specific as possible. 2 Resource links: TS iphone 4S: Troubleshooting Siri Safari Basics 1 Settings Resource links: HT ios: Safari web settings 2 Bookmarks With Safari for ios, you can bookmark favorite websites directly on the device, or sync bookmarks from your computer via itunes. Select the Sync Safari bookmarks checkbox in the Info pane of the itunes Device Settings page. When troubleshooting bookmark syncing, restart the device and computer. If you still can't update bookmarks on the device, use the Advanced section in the Info pane and select Bookmarks to overwrite the bookmarks on the device. 3 Network Cellular Network Connectivity: Safari may be unable to load webpages if the device is not connected to the cellular network and a Wi-Fi network is unavailable. Wi-Fi Network Connectivity: Safari may be unable to load webpages if the device has limited or no Internet connectivity. 4 Webpage Content Layout: Safari may be unable to display or navigate some webpages due to 8 of 21

9 scripts, coding, or layout issues. Plug-Ins: Safari may be unable to display webpage content due to incompatible plug-ins. Troubleshooting s 1 Test network connectivity using another Internet application (for example Maps, Stocks, or Weather). 2 Verify Safari functionality using multiple known-good webpages. If known-good webpages display properly, the issue likely relates to webpage content, not Safari for ios. 3 If the device can connect to the Internet but known-good pages do not display, restart the device and clear the Safari cache and cookies. 4 If an issue persists after completing these steps, consider backing up and restoring the device. Note: Never restore a device for webpage-specific issues than you cannot reproduce on a known good website. Instead, refer the customer to the site for assistance. 5 ios alerts also help you determine why Safari cannot open a page. 6 Use the status bar to determine whether the device is connected to a cellular data network or a Wi-Fi network. 7 If the device uses both cellular data and Wi-Fi to connect to the Internet and one of these methods is not working, try using the other connection type. Webpage layout 1 Although Safari for ios displays most webpages, some may appear different than they appear on the computer. There are two reasons why a customer may have questions related to webpage layout: Complex layout: Websites that utilize frames, scripts, and custom code to create scrolling windows, animated menus, and other features may not render correctly in Safari for ios. Mobile layout: Some webpages detect which type of browser is accessing their content and automatically load the appropriate format for the browser. Because many webpages classify Safari for ios as a mobile device, a webpage may display its mobile version rather than its full version. Note: You can troubleshoot mobile layout by checking for links to a desktop version of a webpage. These are sometimes at the bottom of a page, labeled classic or regular. 9 of 21

10 Plugins 1 Some webpages use plug-ins to deliver audio, video, or other multimedia content. Safari for ios supports some plug-ins and content types, including QuickTime, PDF, and JavaScript, but Safari for ios does not support Flash or Java. When a webpage uses an incompatible plug-in or content, Safari may alert you. If a plug-in is available to download, the website may automatically attempt to install the plug-in. You may also tap the icon to redirect Safari to try to download the plugin. 2 Alerts: Incompatible Broken or Missing plug-in Download failed 3 To troubleshoot incompatible plug-ins: a. In Settings > Safari, make sure JavaScript is set to On and Accept Cookies is set to either From visited or Always. b. View the webpage in a computer's web browser to help you determine whether the issue is webpage-specific or related to Safari for ios. c. Look for information on the webpage that indicates it uses a plug-in or other application. d. After you identify an incompatible plug-in, do not perform any other troubleshooting steps. The customer should contact the website s owner or developer for assistance. 10 of 21

11 Security 1 Websites that contain personal or financial information typically offer secure connections. With a secure connection, your data is encrypted so that anyone who intercepts it between your computer and the website cannot easily read it. Safari for ios works with websites that use 128-bit or better encryption. 2 To recognize when Safari is using a secure connection, look for the lock icon that appears in the title bar or address bar. Network troubleshooting Connecting to Wi-Fi 1 To connect the iphone to Wi-Fi Most Wi-Fi networks only require you to enter the network name and/or password. If necessary, a network administrator should provide the settings information to the customer, and the customer may adjust the advanced Wi-Fi settings on the iphone. To enter the advanced Wi-Fi settings, tap the info icon next to the network name. Some Wi-Fi networks use Wi-Fi Access Control to limit which devices use the network. The network administrator configures a list of approved devices, identified by their Wi-Fi addresses (also known as MAC addresses). Wi-Fi Access Control compares the iphone Wi-Fi address to the list of authorized devices to determine whether the iphone may join the network. To find the Wi-Fi address for an iphone, tap Settings > General > About. The customer can provide the Wi-Fi address to the network administrator and request access to the Wi-Fi network. Troubleshooting Wi-Fi 1 If your store has Wi-Fi available you can attempt to troubleshoot a customer s Wi-Fi issue. If your store does not have Wi-Fi, customers may be directed to the Apple Support Website, an Apple Retail Store or Apple Care at MY-IPHONE ( ). 2 Resetting network settings on the iphone removes the saved list of networks and most VPN settings (except those installed by an administrator using the configuration profile). It also toggles Wi-Fi, disconnecting the iphone from any 11 of 21

12 network connections. To reset to factory defaults: 1. Click Reset from the General Settings menu. 2. Click Reset Network Settings. 3. Click Reset network Settings to confirm. Possible causes of Wi-Fi issues: Issue Action Internet Service ISP Support: Provider Cable/DSL modem unplugged Modem Modem configuration/authentication Service outage/maintenance Internet service status. Wi-Fi Router Router manufacturer support: Wi-Fi signal disabled Cable WAN unplugged Confirm configuration (b/g/n) Router firmware/software needs to be updated Confirm network security settings (WEP, WPA, WPA2) iphone iphone support: Wi-Fi is disabled or not turned on. The network s Wi-Fi password is entered incorrectly. Customer is joining the wrong network iphone is unable to locate or join a Wi-Fi network. Weak or low Wi-Fi signal strength Connected to a Wi-Fi network, but unable to access the internet. Cellular Data Troubleshooting 1 On the iphone, you can determine the cellular data network connection and signal strength using the icons in the status bar: EVDO 1xRTT Roaming When the iphone is connected to a Wi-Fi network, it uses Wi-Fi as the preferred connection. The Wi-Fi icon replaces the cellular data network icon in the status bar. You must disable Wi-Fi to verify cellular data connectivity. When you use the iphone on a CDMA network, the cellular data network icon disappears when you're on a phone call. 2 Adjust cellular data settings in Settings > General > Network. 12 of 21

13 3 To check your cellular usage statistics, go to Settings > General > Usage > Cellular Usage. 4 Resource Links: TS ios: Troubleshooting a cellular data connection Hotspot troubleshooting 1 KMS Support Links: Learn more about the iphone's mobile hotspot capability Troubleshoot my iphone's hotspot capability Bluetooth 1 HT ios: Third-party Bluetooth headsets, headphones, and keyboards 2 Changing audio Sources During a Phone call When you use a Bluetooth headset or car kit, the audio source icon replaces the speaker icon in the Call menu. Tap audio source to switch between the Bluetooth accessory (CX609 in this example), iphone, or Speaker. 3 While Listening to audio When connected to a Bluetooth accessory, tap the AirPlay icon to adjust the audio source for music. The five R s of troubleshooting Recharge When an iphone does not have enough power to start up to the Home screen, recharge is an appropriate troubleshooting step. When an iphone battery does not have a sufficient charge, the following 13 of 21

14 Restart / Reset happens: o Battery completely drained: Display remains off and pressing the Sleep/Wake button has no effect. o Low battery charge: Display turns on briefly, and a red battery icon flashes multiple times. To charge an iphone, connect it to a high-powered USB 2.0 port, a USB power adapter, or an accessory that provides USB charging. It may charge for up to two minutes to get enough power to display the "Charging. Please Wait" alert, and up to ten minutes to get enough power to start up. You should use recharging as a troubleshooting step only if the iphone does not start up or alerts you that the battery is getting low. A restart is one of the most effective device troubleshooting steps. A restart can quickly resolve a wide range of issues, including: Applications unexpectedly quit. Battery life is shorter than expected. Hardware is not performing as expected. Interface or applications are slow to respond. itunes does not recognize or sync with the device. Note: Do not confuse locking and unlocking the display with a restart. Be sure to hold the Sleep/Wake button until "slide to power off" appears. Unless an issue is due to physical damage, a restart should be the first troubleshooting step you attempt. If the issue happens while the device is connected to a computer, restart the computer as well. 14 of 21

15 Remove/ Reset Settings Reset Remove A reset resolves only one specific issue: an unresponsive device you cannot restart. To reset the iphone, hold the Sleep/Wake and Home buttons simultaneously until the Apple logo appears. Key Points 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. Note: You should never reset a device without first trying to restart it. A reset is the equivalent of removing a computer's power cord while you are using it. Removing content is effective for software issues related to content you have synced or downloaded. Damaged, unusable, or incorrectly formatted content can cause applications to unexpectedly quit. If an application continues to unexpectedly quit after a restart, remove the content associated with the application. If these steps resolve the issue, do not immediately sync all content back to the iphone. Instead, sync specific types of content or smaller portions of content using individual calendars, specific contact groups, or a test playlist. If these steps do not resolve the issue, consider resetting the device settings. Use itunes to remove content from the iphone. Test the application with no content (do not sync any data back onto iphone). Test with known-good content o Contact and Calendars: Create a new contact or calendar on the device. o Music, Video, Podcasts: Use QuickTime samples or a free "song of the week" from the itunes Store. Note: If the issue involves a third-party application, remove and reinstall the application. If the issue persists, refer the customer to the application's developer. Do not restore a device for issues that happen only with third-party applications. If the issue persists after removing content, try resetting the iphone settings. To do this press Settings > General > Reset > Reset All Settings. This step is effective only for settings involving the device interface and built-in applications. Reinstall When troubleshooting a sync related issues, have the customer perform this step only when instructed to by Apple Support document. 15 of 21

16 itunes relies on AppleMobileDevice support (AMDS) to recognize, communicate, and sync content to and from devices that use the ios. Reinstalling itunes and AMDS helps you isolate software issues on the computer. Inform the customer that reinstalling itunes would be the next logical step in the troubleshooting process. the following related itunes support article to the customer so that they can reinstall itunes themselves. REMINDER: Technicians are not to touch a customer s computer. Restore Resource Links: HT itunes: How to remove and reinstall the Apple Mobile Device Service on Mac OS X. HT Removing and reinstalling itunes, QuickTime, and other software components for Windows Vista or Windows 7 IMPORTANT: Only perform this step when a successful backup to itunes or icloud has been performed. Backing up can be a lengthy process if the device has not been backed up recently. If the device has not been backed up recently or ever, the customer must perform the backup at home. A restore returns the device software to factory condition, providing a clean installation for troubleshooting. A restore erases all user content, settings, and operating system files, and then reinstalls only the operating system. Restoring a device is time-intensive. Unless a specific Knowledge Base article instructs otherwise, it should be one of the last steps you use to resolve an issue. The iphone can be restored in one of two ways: Use the Erase All Content and Settings option from the Reset menu on the iphone. Have the customer connect the phone to itunes and click Restore. It is quicker to use the first option, but be sure the customer has backed up their content either through icloud or itunes. Note: The Cellebrite can be used to transfer contact information if not restoring from itunes or icloud (i.e.: Clean Install). HT itunes: Restoring ios software In certain situations, errors can happen during the restore process. Use the error message and/or numeric code that appears in itunes or on iphone to find relevant Knowledge Base articles. Knowledge Base article TS ios: Resolving update and restore alert messages details common restore errors. Use this article as your primary resource for issues updating or restoring the ios. However, you should search Knowledge Base as your first step when a customer reports a numerical error 16 of 21

17 code. Advanced Troubleshooting Before You Begin 1 Before you begin troubleshooting, verify the following information: Does the iphone have a sufficient charge? o Try to verify the iphone's charge, or connect it to a power source. Is the iphone software up to date? o While certain hardware and connectivity issues may make this difficult, always attempt to verify this information. Does a CST or Knowledge Base article apply to the issue? o Check Knowledge Base for known or emerging issues that relate to the customer's issue. These articles can provide valuable troubleshooting steps, or even tell you that there is no current fix for the issue. Has the user backed up his or her data? o Be aware that certain troubleshooting steps can erase user content from the iphone. If you need to use one of these steps, have the customer back up all data before proceeding. Syncing 1 Syncing issue symptoms can include: User content created on the iphone does not sync to the computer. User content on the computer does not sync to the iphone. These issues most often indicate content that itunes does not recognize as compatible with the iphone, or an issue with the application storing the content. 2 The itunes application is responsible for syncing only multimedia content, including music, video, podcasts, and photos. When you sync other content, including contacts, calendars, bookmarks, and mail accounts, itunes passes these requests to another service: Sync Services. Sync Services transfers this content to and from your iphone. Mac - Sync Services handles syncing for multiple applications. Sync Services works with applications like isync, Address Book, ical, and Safari. Sync Services continually communicates with your applications and devices. Windows - Windows does not have a similar service as part of the operating system. To sync data from Microsoft Outlook, Internet Explorer, and other Windows applications to the iphone, Sync Services must be installed. It is automatically installed with itunes 7.7 or later. Sync Services manages the syncing of user content that appears in the itunes Info pane. 17 of 21

18 Root Causes 1 Isolating the issue is an important step in resolving it. You need to determine the issue's root cause, which provides guidance on the steps necessary to resolve it. The root causes of iphone issues are: Hardware Physical failure of a specific component prevents the device from operating as expected. Some examples of hardware symptoms include: The iphone does not power on. The iphone does not charge. The iphone display is dark, very dim, or has other display corruption. You are unable to listen to music or hear phone calls. Multi-Touch display input is erratic or non-responsive. Buttons or switches do not work. Software Hardware - Network Issues Toggling Airplane Mode for at least ten seconds is one of the most effective steps for network connectivity issues. When you turn on Airplane Mode, the iphone turns off all network hardware. When you turn off Airplane Mode, the iphone turns the network hardware back on. Missing or corrupt operating system files prevent the device from operating as expected. Because you can't directly modify, copy, or delete the operating system on the iphone, this reduces the possibility of the software issues. However, it is possible for the OS or application files to become damaged. Some examples of software symptoms include: The iphone starts up and unexpectedly stops responding while displaying an Apple logo. The iphone starts up and displays "Please Connect to itunes". While using the iphone, it unexpectedly restarts. While using an application, the iphone unexpectedly returns to the Home screen. The iphone unexpectedly stops responding while using an application. When the "Restore Needed" alert appears, ensure the devices is updated to the latest version of the ios. There are specific changes in the ios that resolve some "Restore Needed" issues, 18 of 21

19 without requiring the iphone to be serviced. Startup Issues 1 A startup issue is any issue that prevents the iphone from loading the Home screen. The iphone may stop responding and show the Apple logo, or display the "Connect to itunes" screen. If you see "slide to unlock" or any activation message, this also qualifies as loading the Home screen. During this process, the Apple logo appears on the screen. The iphone may appear frozen, but it is continually trying to load the operating system. 2 The entire process, from when the Apple logo appears to the "Connect to itunes" screen, can take a few minutes. If the iphone remains unresponsive with the Apple logo, try to reset the iphone. If the issue persists, you can force the iphone into recovery mode: a) Disconnect the iphone from the computer. b) Power off the iphone. If you cannot power off the iphone, reset the iphone, releasing the Home and Sleep/Wake buttons before the Apple logo appears. c) While holding down the Home button, connect the iphone to the computer. The iphone powers on. d) Continue holding the Home button until the "Connect to itunes" screen appears. The only option at this stage is to restore the iphone. User Content 1 Corrupt or invalid user data prevents the device from operating as expected. The most common root cause of issues on both the computer and the iphone is user content. If an application has difficulty reading or interpreting user content, it often displays an error message or unexpectedly quits. While using an application, the iphone unexpectedly returns to the Home screen. The iphone freezes while using an application. User content appears incorrectly, or does not load entirely. You are unable to hear audio content or view video content. 2 Corrupt user content, or incompatible content, can prevent the application from performing as expected. As with software issues, some user content issues can 19 of 21

20 appear to be hardware or software issues. There are two common user content issue symptoms: An application unexpectedly quits when viewing user content. User content cannot be viewed, is damaged, or is incorrect. Note that the first symptom is similar to a software issue, except that it occurs when viewing user content. Treat any issues that occur in specific applications when viewing any or all content as a user content issue. 3 An incompatible audio or video file may not play correctly on the iphone. Corrupt bookmarks, contacts, mail accounts, or calendar data can affect these applications. Note: The customer should back up information using itunes or icloud before troubleshooting user content. 4 The first step is to isolate the issue to a specific piece of content. If Contacts unexpectedly quits when editing a particular contact, try to edit a different one. If audio sounds distorted when listening to music, try a different song. Issues that you replicate with multiple pieces of content point to a software issue rather than a content issue. 5 Content synced using the Info pane includes contacts, calendars, mail accounts, and bookmarks. itunes has an option to overwrite the data on the iphone with a fresh copy from the computer. If the information is corrupt on the iphone, this option can resolve the issue. If additional troubleshooting is required beyond what is available in your process documents, customer may be directed to apple support website, Apple Retail Store or Apple Care at MY-IPHONE (I ). Backup iphone 1 Most people are aware that they should back up important data and documents. The iphone plays it safe, using itunes or icloud to back up data and settings to your computer. You can use these backups to quickly recover when you need to restore your iphone or send it in for service. 2 The iphone automatically creates a backup in itunes every time it is connected if Back up to this computer is selected in the itunes settings. If Back up to icloud is selected, the user can still manually back up to itunes, but it will not be automatic. Resource Links: HT itunes: Backing up, updating, and restoring ios software HT icloud: Backup and restore overview iphone 1 Symptoms of issues that affect only the iphone hardware or software include: The iphone unexpectedly restarts. Applications unexpectedly quit, returning you to the Home screen. 20 of 21

21 iphone does not start up, or displays a "Connect to itunes" image. Buttons, switches, and the Multi-Touch display are non-responsive or behave erratically. Content on the iphone is damaged, distorted, or does not appear as expected. These issues often indicate a hardware or software failure. Restoring the iphone may resolve some issues, while others could require service. 21 of 21