iPad 2

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 Apple Technician Guide

Wi-Fi and Wi-Fi + 3G

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 Apple Inc.

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.

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iPad 2

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

Accessories 18

Smart Covers, Ver. 2 19

How to Identify Smart Covers 20 Smart Cover Service Strategy 20

Smart Covers (Original) 21 iPad 2 Dock 23

Video Mirroring 24 Video Out 24

Apple Digital AV Adapter 24 Apple VGA Adapter 25

Hardware Information 26

Buttons 26

Multi-Touch Display 27 Camera 27

FaceTime App 28 Photo Booth App 28

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Camera App 29

Audio 29 Sensors 30

Accelerometer Sensor 30 Three-Axis Gyro 30

Ambient Light Sensor 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 35 AirPlay 36

Troubleshooting

General Troubleshooting 38

Tools 38

Backup User Data 38

Visual Mechanical Inspection 39

iPad Quick Service Guide 39

Dents/Surface Damage Inspection 43

Common Troubleshooting Procedures 44

Charge Battery 45 Restart 46

Reset 46

Force Quit an App 47

Erase All Content and Settings 47 Restore 48

Recovery Mode Restore 48 DFU Restore 50

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

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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

Alert Messages 101

Alert Messages Appear on iPad Screen or iTunes 102

Input / Output Issues 104

Audio Issues 105 Headphone Issues 107

Photos and Videos Not Importing 109 iPad 2 Dock Not Functioning 111

Apple Wireless Keyboard Not Functioning 113

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

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iPad 2 — Manual Updates 6 2011-10-26

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, 070-2750 (Visual Mechanical Inspection)

11 March 2011

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iPad 2 — Manual Updates 7 2011-10-26

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iPad — Feedback 8 2011-10-26

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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 Apple Technician Guide

Basics

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iPad 2 Basics — Overview 10 2011-10-26

Overview

iPad 2 features a new design that’s 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, it’s faster, times two. With the new dual-core A5 chip, you’ll notice the difference when you’re 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 + 3G—in 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

iPad Technical Specifications

• http://support.apple.com/specs/#ipad

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.

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Locating the Serial Number

The serial number can be found on: • iPad 2 retail box

• Back of the device • iPad 2 About screen • iTunes Summary page

Note: iPad 2 serial numbers are 12 characters. (Original iPad serial numbers are 11 characters.)

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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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iTunes Summary page

The ITunes Summary page also displays the iPad 2 serial number and, for 3G models, the IMEI or MEID number.

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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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Smart Covers, Ver. 2

New Smart Covers for iPad 2 are now available with some updates to the exterior colors and modified microfiber interior material.

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How to Identify Smart Covers

The new Smart Cover can be identified by the color-matched microfiber on the lining. Or, identify the color by using the EEEE code, located on the metal spine. The EEEE code is the 6th, 5th, 4th, and 3rd digits from the end of the serial number. The EEEE code below, DV8Q, identifies the cover as the Tan, Leather Smart Cover, Ver. 2. Use the table below to identify the Smart Covers.

Part Number Color EEEE Code Smart Cover

923-0034 Dark Gray, Polyurethane DV8J Ver. 2

923-0035 Light Gray, Polyurethane DV8K Ver. 2

923-0036 Pink, Polyurethane DV8L Ver. 2

923-0037 Green, Polyurethane DV8M Ver. 2

923-0038 Blue, Polyurethane DV8N Ver. 2

923-0039 Black, Leather DV8P Ver. 2

923-0040 Tan, Leather DV8Q Ver. 2

923-0041 Navy, Leather DV8R Ver. 2

923-0042 Red, Leather DV8T Ver. 2

923-0043 Cream, Leather DV8V Ver. 2

922-9890 Light Gray, Polyurethane DL6H Original

922-9891 Pink, Polyurethane DL6J Original

922-9892 Blue, Polyurethane DL6K Original

922-9893 Green, Polyurethane DL6L Original

922-9894 Orange, Polyurethane DL6M Original

922-9895 Black, Leather DL6N Original

922-9896 Tan, Leather DL6P Original

922-9897 Navy, Leather DL6Q Original

922-9898 Red, Leather DL6R Original

922-9899 Cream, Leather DL6T Original

Smart Cover Service Strategy

• Like-for-like replacement, or as with previous Smart Covers, replacement covers can be ordered as out of warranty parts.

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Smart Covers (Original)

• Ten colors in polyurethane or leather • Soft microfiber interior

• Magnets attach and auto-align Smart Covers to iPad 2 • Wakes iPad 2 when cover is opened, sleeps when closed • Folds into a stand for typing, FaceTime, videos and more

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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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Apple VGA Adapter

Use the Apple VGA Adapter to output VGA video from iPad 2 or iPad to a display or projector using a VGA cable (sold separately). For more information on the VGA Adapter, refer to Knowledge Base HT4108, “iPhone 4, iPad, and iPod touch (4th generation): About Apple VGA Adapter compatibility.

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iPad 2 Basics — Hardware Information 26 2011-10-26

Hardware Information

Buttons

Physical Controls Function

Home button Press the Home button to:

• return to the main Home screen • wake iPad (then drag slider) Sleep/Wake button 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)

Side Switch Lock the screen rotation or mute notifications and alerts Volume controls • Press the controls to turn the iPad volume up or

down.

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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

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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.

Photo Booth App

Photo Booth is new on iPad 2. It is not available for the original iPad. To access Photo Booth, tap Photo Booth on the Home Screen. You see the camera image with eight effects, plus the “Normal” image in the center of the screen. Tap an effect to see a full-screen view of the image with the effect. Drag and pinch or rotate two fingers to alter the effect, or double-tap to reset the effect. Take a snapshot, switch cameras, or return to viewing all Photo Booth effects.

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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

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Wireless Connectivity

With iPad 2 you can use the following wireless technologies and Location Services. iPad Model Wireless and Cellular

Wi-Fi • 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 + 3G model • Wi-Fi (802.11a/b/g/n)

• With an active, supported cellular data plan (sold separately) you can connect to the Internet via quad-band GSM/EDGE or tri-quad-band UMTS/HSDPA

Wi-Fi + 3G model for Verizon • Wi-Fi (802.11a/b/g/n)

• 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

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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Ambient Light Sensor

The ambient light sensor automatically adjusts the display’s brightness to the appropriate level for the current ambient light, thereby enhancing the user experience and saving power at the same time.

It brightens the display when using the iPad in bright light environments and dims the display in low light.

The approximate location of the ambient light sensor is circled and marked in red:

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 Service Strategy

Micro-SIM cards are replaceable by the cellular carrier. If iPad WiFi + 3G requires a micro-SIM replacement, refer the customer to the carrier.

Important: Customers who send their iPad 2 (Wi-Fi + 3G for Verizon) units in for service (either via the contact center or Apple Service Provider) must deactivate their account with their carrier. If the unit is found “known-good,” Apple has no way to deactivate their account.

Micro-SIM Tray

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iPad 2 Basics — Software Information 33 2011-10-26

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.

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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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 Apple Technician Guide

Troubleshooting

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iPad 2 General Troubleshooting — Tools 38 2011-10-26

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

Backup User Data

Before troubleshooting a user’s device, verify that the data is backed up to iCloud or to iTunes on the user’s computer.

Learn more about iCloud at www.apple.com/icloud.

Important: To avoid syncing a user’s device to a test computer, go to iTunes > Preferences > Devices and select “Prevent iPods, iPhones, and iPads from syncing automatically”.

Apple Support articles:

• HT4137: How to back up your data and set up as a new device

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iPad 2 General Troubleshooting — Visual Mechanical Inspection 39 2011-10-26

Visual Mechanical Inspection

Use the iPad Quick Service Guide to perform a visual mechanical inspection before

troubleshooting to identify conditions and causes that may affect warranty coverage. The iPad Quick Service Guide is also available via GSX and AppleCare Service Source.

iPad Quick Service Guide

To determine if an iPad or Apple-branded accessory is eligible for warranty service, follow the on-screen instructions to enter the iPad serial number at: www.apple.com/support/oss or enter the serial number in GSX/GCRM . You can find the serial number etched onto the back of the iPad, on the customer’s original Apple receipt (or 3rd party reseller receipt), on the iPad retail box, on the iPad “About” screen, and on the iTunes Summary panel.

Step 1 - Validate Warranty

• Visually inspect the iPad using the Service Classification tables on page 2. • Visual damage may affect warranty coverage and related charges.

This guide should be followed to determine warranty validation and to identify conditions that may affect warranty coverage on the iPad. It is a four-step process that can be performed in approximately 20 minutes.

Step 2 - Perform Visual Inspection

Step 3 - Validate Functional Issue

IMPORTANT: Advise the user that the troubleshooting and replacement process can take 20 minutes. Replace iPad Exchange unresolved issues. Validate Functional Issue

Try to replicate issue and Restore software.

Perform Visual Inspection Refer to the tables on page 2. Validate Warranty

Enter iPad serial number in GSX/ GCRM.

2 Minutes 2 Minutes 10 Minutes 5 Minutes

iPad

Service

- Quick Service Guide

If none of the issues described in the Visual Damages – Service Classification tables below exist, validate that the issue that prevents the device from operating according to specifications is present. Try to replicate the issue described by the user, then follow the steps below to restore* the iPad.

* Important: Restore deletes all media and data and resets all settings. Before performing the Restore process, make sure the customer has backed up iPad.

• Make sure the iPad has sufficient charge. If it does not power on, charge the iPad for at least 20 minutes with a 10W USB adapter.

• If the software restore is successful, attempt to repeat the functional issue again.

• 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.

Important Information

Step 4 - Replace iPad

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M

inor

Hairline Two-Leg Fractures to Cover Glass

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

Repair

able

Multiple Fractures to Front Glass

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.

Dent(s) - Failure caused by accidental damage is not covered. Use tool to measure if a dent is in excess of 1mm.

Damage to Audio Port Bent Enclosures

Including minor separation of the enclosure or damage to the 30-pin dock connector housing.

Bright or Dead Pixels

Upon user claim only Refer to the following article:

http://support.apple.com/kb/HT4044

Debris Under Display Glass

Refer to the following article:

The tables below provide guidance on whether an iPad with certain physical visual damage qualifies for Covered or Paid Service.

iPad

Service

- Quick Service Guide

Visual Damage - Service Classification Tables

Any LCD Display Fractures

Under the glass cover

Liquid Damage

See “Liquid Damage” section on next page.

Extreme Abrasion, Button Damage from Drop or Puncture Holes

Damage to Speaker

Cannot be cleaned or foreign material that cannot be removed.

Damaged Dock Connector

Bent pins, broken plastic or bent bezel.

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N

ot R

epair

able

No Service: If the damage for which the user is seeking service is described below, the repair is ineligible for warranty coverage or out-of-warranty paid service.

Non-OEM Parts, Products, or Rear Housing

Refer to the following article about modified devices:

Authentic Etching Counterfeit Etching Including units that are destroyed or forcibly

separated into multiple pieces or inoperability caused by unauthorized modifications.

Disassembled Unit or Missing Parts

Must be assembeled and a complete unit to receive Paid Service

Catastrophic Damage or Unauthorized Modifications

iPad Service - Quick Guide

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 customer’s 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.

b. 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.

The iPad Warranty does not cover damage cause by contact with liquid. Refer to the following article:

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Not Covered Under Warranty or Eligible for Technical Support

Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause irreparable damage to the iPad 2’s software. As part of the service process, Apple and providers should update the software on the iPad 2 to the latest version. IF THE IPad 2’S SOFTWARE HAS BEEN MODIFIED, THE IPad 2 MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED. Making unauthorized modifications to the software on the iPad 2 violates the iPad 2 software license agreement, and the inability to use the iPad 2 due to unauthorized software modifications is not covered under the iPad 2’s warranty. Important: Regardless of the presence of unauthorized software, an iPad 2 may still be eligible for warranty service if the failure is due to a defect in materials and workmanship.

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.

Issues Not Covered Under Hardware Warranty

a. This warranty does not apply to:

a. Damage caused by use with non-Apple products;

b. Damage caused by accident, abuse, misuse, liquid, fire, earthquake or other external causes; c. Damage caused by operating the product outside the permitted or intended uses described by Apple;

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. Damage or operational failure caused by the removal and re-insertion of external and internal screws or parts c. Damage caused by punctures or holes in the outer case

d. Cracked glass or LCD resulting from external cause (see “Service Classification Tables for Visual Damage”) e. Damage or failure caused by external force

f. 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

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Dents/Surface Damage Inspection

Surface Dents

Note: Failure caused by accidental damage is not covered. Use the dent tool to measure if a dent is in excess of 1mm.

Use dent tool* (922-8022) to check and verify the surface enclosure for dent damage. For a single dent, place the dent tool with the 1mm needle in the dent hole. For units with more than one dent, where the 1mm needle will not lie flat in the deepest dent, use the 0.33mm needle on the second deepest dent.

• If the tool lies flat on the surface (no rocking), do not exchange the product under warranty. The product may be eligible for OOW paid service.

• If the dent tool does not lie flat, process the warranty claim as normal, including, if necessary, replacing the product.

* For more information on the iPad/iPod dent inspection tool, refer to Measurements and Demonstration of Tool.

Side or Corner Dents

• If the product has no more than one dent of 4mm length or less, process the warranty claim as normal, including, if necessary, replacing the product.

• Do not exchange under warranty a product with multiple dents, dents greater than 4mm in length, or a dent that causes the plastic ring around the glass surface to deform. The product may be eligible for OOW paid service.

Excessive Damage, Altered Case, or Disassembled Unit

Any product that exhibits excessive damage caused by abuse or has been damaged as a result of altering the case or disassembling the unit is not covered under warranty and is not eligible for OOW paid service.

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iPad 2 General Troubleshooting — Common Troubleshooting Procedures 44 2011-10-26

Common Troubleshooting Procedures

When troubleshooting, attempt the quick fixes in the order listed. This table is a summary of these common procedures; see detailed information on the following pages.

IMPORTANT: These steps are not effective for all iPad issues. Apply only the steps necessary to isolate and resolve the issue.

Quick Fix Action Update to Latest

Software 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. Charge Battery 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.

Restart 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.

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.

Force Quit an App 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.

Erase All Content

and Settings1 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. Restore1 _{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

Restore1 Recovery mode loads only the firmware drivers necessary for iTunes _{to recognize the device. See See instructions on the following pages.}

Device Firmware Update (DFU) Restore1

Device Firmware Update allows you to perform a restore when all other attempts to restore the device fail. See instructions on the following pages.

1_WARNING:_{This will delete all user data and settings on the device. A backup should be}

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iPad 2 General Troubleshooting 45 2011-10-26

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).

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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 can’t 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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Force Quit an App

This procedure forces an app to quit that is not responding to input or doesn’t perform as expected. This is a good first troubleshooting step.

Procedure:

1. From the Home screen, double-click the Home button to display recently used apps. 2. Tap and hold the app until a red minus appears. Tap the red minus to quit the app. 3. Tap on the Home screen to continue.

Also refer to the following Apple Support articles:

• TS1702: iOS: Troubleshooting applications purchased from the App Store • HT4211: iOS 4: Understanding multitasking

Erase All Content and Settings

Erase is a quick way to get back to factory settings. It will delete all user content and settings, but it does not reinstall iOS like a restore will do.

WARNING: This will delete all user data and settings on the device.

Procedure:

1. From the Home screen choose Settings > General > Reset > Erase All Content and Settings. Also see Apple Support article HT2110: iOS: Understanding ‘Erase All Content and Settings’.

If Erase All Content and Settings does not resolve an issue, proceed to do a Restore (see next page).

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Restore

A restore completely erases the device and reinstalls a fresh copy of iOS.

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.

Recovery Mode Restore

If iTunes cannot detect the device, or a specific restore error appears, check cable connections. If the issue persists, consider forcing the device into recovery mode.

If you cannot restore a device, even when using recovery mode, service or replacement may be the appropriate option.

Key Points

• Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. • To force recovery mode, power off the device, and then connect it to a USB port on the

computer while holding down the Home button.

• If the device does not power off, try a Reset to power it off.

• 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.

Note: In certain situations, an device will automatically go into recovery mode after an update or restore issue. If the device is already in recovery mode, attempt to restore using iTunes.

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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 computer’s 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 don’t 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

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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 won’t turn on

• the device won’t go into recovery mode • the device won’t charge

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 device’s screen is blank.

If you did not get the “Recovery Mode” message in iTunes or the device’s screen is not blank/ black, repeat all steps paying careful attention to your timing.

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iPad 2 General Troubleshooting — Sensor Testing 51 2011-10-26

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).

Side Switch/Rotation Lock

To test the rotation, do the following:

Verify the Side Switch is set to function as rotation lock. Double click the Home button to bring up the Multitasking bar along the bottom of the display. Swipe the Multitasking bar to the right to locate the Screen Rotation icon.

Tap the rotation lock icon to change the setting from lock to unlock. Test the Switch/Rotation Lock by rotating the iPad orientation from portrait to landscape mode.

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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iPad 2 General Troubleshooting — Sensor Testing 52 2011-10-26

Ambient Light Sensor

Automatically adjusts the display’s brightness to the appropriate level for the current ambient light, thereby enhancing the user experience and saving power at the same time. It brightens the display when using the iPad in bright light environments, and dims the display in low light. Troubleshooting Notes:

• 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.

• The ambient light sensor can be defeated by turning Auto-Brightness off (Settings > Brightness).

The approximate location of the ambient light sensor is circled and marked in red:

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).

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iPad 2 Symptom Charts — Power Issues 53 2011-10-26

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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Dead Unit / Battery Issues

Symptom Quick Check

No Power / Dead Unit • Will not power on • Not charging from

power adapter • Charge icon does not

show fully charged • Low battery charge • Battery completely

drained • Black screen

1. 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.

2. Check 10W USB power adapter. If you see the “not charging” text next to the battery icon, the 10W USB adapter or connection is not providing enough power to charge the iPad. Test with a known good 10W USB power adapter.

3. Check USB cable. Remove USB hubs. Plug iPad directly into computer’s USB port. Test with known good cable. Note: The iPad 30-pin USB cable is interchangeable with the iPod/iPhone 30-pin USB cable.

4. Use iTunes to verify that the iPad has the latest software updates.

5. Charge iPad battery: Connect to a power outlet and charge with known good iPad 10W USB Power Adapter for 10 minutes

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.

• Click on Restore in the Summary tab • If you can’t Restore, go to Recovery Mode • If you can’t Recover the iPad go to next step 8. Perform Device Firmware Update Restore. 9. Go to Deep Dive.

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Deep Dive

Check Result Action Code

1. Refer to Kbase article: iPad: Charging the battery.

Issue resolved?

Yes Educate customer on battery performance and charging battery.

No Go to step 2.

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

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Intermittent Power

Quick Check

• iPad won’t 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)

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

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 can’t 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

1. Remove the application and re-download using iTunes on a supported computer.

Note: You will need the customer’s computer.

Yes Note: If the issue occurs only when using a third-party application, remove content and report a problem. Issue resolved, go to step 2 No If application continues to crash, consult application developer.

2. Restore iPad. Do not load any third party applications. Verify the intermittent shutdown continues to occur.

Yes Intermittent shutdown continues. Go to step 3. No Issue resolved.

3. Verify if the intermittent shutdown symptom only occurs when disconnected from 10W USB power adapter or computer.

Yes Go to Battery Life Too Short. No The iPad continues to

intermittently shutdown when connected to 10W USB power adapter. Go to step 4. 4. Verify if the shutdown

can be reproduced with another known good iPad using the same steps.

Yes This may be a software bug and should be reported to Technical Service Provider Support (TSPS).

No Go to step 5.

5. Ensure iPad has been restored and set up as new without third party applications.

Verify iPad continues to intermittently shut down.

Yes Replace iPad.

• Check warranty coverage. • Check for out-of-warranty

repair option.

F7A

No Restart troubleshooting from step 1.

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Frozen iPad

• 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”

1. If there’s 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:

• 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 can’t restore, go to Recovery Mode 8. Perform Device Firmware Update Restore. 9. Go to Deep Dive.

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Deep Dive

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. F7A

Battery Will Not Charge

IMPORTANT: The USB port on a computer or other compatible accessories with charging capability may not provide enough power to sufficiently charge iPad. This means that either it may take unusually long to fully charge iPad, or the device may not charge at all. Additionally, the battery gauge is approximate.

Quick Check

• Battery will not charge • Battery charge icon

does not show fully charged

• Not charging from 10W USB power adapter

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

5. Restart:

• Turn iPad on by pressing and holding the Sleep/ Wake button until the Apple logo appears • If you can’t 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

1. Verify using a known good 10W power adapter and USB cable resolves the issue.

Yes Isolate the faulty component and replace.

No Go to step 2. 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.

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Battery Life Too Short

It’s easy to confuse a power-consumption issue for one that requires a replacement. Apple’s advanced chemistry and Adaptive Charging technology deliver up to 1,000 charge cycles without a significant decrease in battery capacity over a typical five year lifespan.**

Note: The iPad battery is not removable or user-replaceable. Apple offers a battery replacement service for iPad.

**A properly maintained iPad battery is designed to retain 80 percent or more of its original capacity during a lifespan of up to 1,000 recharge cycles. Battery life and charge cycles vary by use and settings. For more information refer to: http://www.apple.com/batteries/ipad.html

Quick Check

• Battery runs out of power very quickly • Short play time • Short battery life • Does not hold charge

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 - Apple Technician Guide [2011]

 Apple Technician Guide

iPad 2

iPad 2

Contents

Manual Updates 6

Feedback 8

Basics

Overview 10

Hardware Information 26

Software Information 33

Troubleshooting

General Troubleshooting 38

Symptom Charts 53

Take Apart

Micro-SIM Card Tray 116

Views

External Views 119

Manual Updates

26 October 2011

24 October 2011

31 May 2011

22 March 2011

11 March 2011

Feedback

 Apple Technician Guide

Basics

Overview

Identifying Features

iPad Models

System Requirements

iPad Technical Specifications

Additional Resources

Locating the Serial Number

About screen

iTunes Summary page

Accessories

Smart Covers, Ver. 2

How to Identify Smart Covers

Smart Cover Service Strategy

Smart Covers (Original)

iPad 2 Dock

Video Mirroring

Video Out

Apple Digital AV Adapter

Apple VGA Adapter

Hardware Information

Buttons

Multi-Touch Display

Camera

FaceTime App

Photo Booth App

Camera App

Audio

Wireless Connectivity

Sensors

Accelerometer Sensor

Three-Axis Gyro

Ambient Light Sensor

Micro-SIM Card

Micro-SIM Service Strategy

Micro-SIM Tray

Software Information

iOS 5

iOS 4

Home Sharing

Side Switch

AirPlay

 Apple Technician Guide

Troubleshooting

General Troubleshooting

Tools

Backup User Data

Visual Mechanical Inspection

iPad Quick Service Guide

iPad

Service

- Quick Service Guide

Important Information

iPad