Apple ipad 1st generation User Manual

							iPad General Troubleshooting — Quick Reference Sheet 31 2010-12-09
Quick Reference Sheet
When troubleshooting the iPad, reference the quick fixes in the order listed. 
IMPORTANT: These steps are not effective for all iPad issues. Apply only the steps 
necessary to isolate and resolve the issue. 
Quick FixAction
Update to Latest 
Software 
Make sure the iPad has the latest software updates
 -Use iTunes to check for the latest version of the iOS 
 -Use iTunes version 10.1 or later
Connect your iPad to the computer. Select iPad in the Source List. In 
the Summary panel, click “Check for Updates” to see if there’s a new 
version of the iPad software available. Click Update to install the latest 
version.
Charge the Battery Connect to a 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.
Force Quit an 
Application
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 application quits.
RestartA 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.
ResetA reset resolves only one specific issue: an unresponsive device you 
cannot restart. 
Press and hold both the Sleep/Wake button and the Home button for 
at least ten seconds, until the Apple logo appears.
Reset All SettingsAll preferences are reset, but no data or media are deleted. From the 
Home screen choose Settings > General > Reset > Reset All Settings. 
Erase All Content 
and Settings1Same as Restore, but it doesn’t reinstall the system software. From the 
Home screen choose Settings > General > Reset > Erase All Content 
and Settings. 
Restore1A restore erases all user content, settings, and operating system files, 
and then reinstalls only the operating system. Restore with iTunes. 
Recovery Mode 
Restore1Recovery mode loads only the firmware drivers necessary for iTunes 
to recognize the device. See Recovery Mode Restore topic in this 
chapter.  
Device Firmware 
Update (DFU) 
Restore1
Device Firmware Update allows you to perform a restore when 
all other attempts to restore the device fail. See Device Firmware 
Update (DFU) topic in this chapter. 
1Warning: This erases all content  .  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 32 2010-12-09
Visual Mechanical Inspection
Perform a visual mechanical inspection before troubleshooting to identify conditions and 
causes that may affect warranty coverage.
Tools
• Cotton gloves (922-1592)
• Soft ESD brush
• Lighted otoscope
• Dent tool (922-8022)
• Compressed-gas duster (difluoroethane only) with straw nozzle 
iPad Warranty Coverage
Apple covers defects in materials and workmanship on the iPad under normal use for a period 
of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser. Apple’s 
policy is to replace products showing defects that are not the result of an obvious external 
cause, and to offer out-of-warranty (OOW ) paid service for products exhibiting repairable 
damage. The iPad warranty covers failures caused solely by manufacturing defects, regardless of 
accidental or liquid damage.
Issues Not Covered Under the Warranty
This warranty does not apply to:
• Damage caused by use with non-Apple products
• Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes
• Damage caused by operating the product outside the permitted or intended uses described 
by Apple
• 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)
• A product or part that has been modified to alter functionality or capability without the 
written permission of Apple
• Consumable parts, such as batteries or protective coatings designed to diminish over time, 
unless damage has occurred due to a defect in materials or workmanship
• Damage caused by intentional separation, opening, or disassembly of enclosure
• Cosmetic damage from external causes, including but not limited to dents, abrasions, 
scratches on case, paint, discoloration, cracking, peeling of metal or plastic parts of 
enclosure
Important:
• Failures due to material or foreign objects in the ports are not covered under the iPad 
warranty, but may be eligible for OOW paid service.
• Cosmetic blemishes caused by normal use are not covered under the iPad warranty.
• Certain damage is ineligible for service, including liquid damage; catastrophic damage 
caused by abuse, such as the device separating into multiple pieces; and inoperability 
caused by unauthorized modifications.  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 33 2010-12-09
Liquid Damage
The iPad warranty excludes coverage for damage caused by liquid. To help determine if an iPad 
has been in contact with liquid, two liquid contact indicators (LCIs) are installed on the iPad at 
the following locations:
• At the bottom of the headphone jack
• In the 30-pin connector port (requires holding the product at a 45 degree angle to view) 
Use a lighted otoscope to look into the headphone jack and 30-pin connector slot for activated 
LCIs. They turn red on contact with liquid. 
If an LCI is activated, follow these guidelines:
• Ask the customer whether the product has been in contact with liquid, and if so, did the 
issue with the product occur at or soon after that event. If the customer confirms that the 
issue correlates with the product being in contact with liquid, explain that failure caused by 
liquid contact is not covered under Apple’s one-year limited warranty—or, if applicable, the 
AppleCare Protection Plan (APP)—and deny coverage.
• If there is clear evidence that the internal components of the product have been in contact 
with liquid, for example the product is dripping with liquid or there is evidence of liquid or 
liquid residue behind the product display, deny coverage.
• Claims that are eligible for warranty or APP coverage, and have not been denied as 
described in the above situations, should be processed as normal.
Note: An iPad with an issue caused by liquid contact is not eligible for OOW paid service.
Refer to “About Liquid Damage and iPad” at http://support.apple.com/kb/HT4086.
Activated LCI Images
You may need to use an otoscope, magnifying loupe, and bright light to view the LCI at the 
bottom of the audio jack. In the image below, the LCI has turned red, indicating liquid contact.
The LCIs on the 30-pin port appear along the top of the port. Look for a red or pinkish color.  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 34 2010-12-09
Debris in Ports
1. Use a lighted otoscope or magnifying glass to inspect the following for lint or other debris 
that may be causing issues: 
• Headset jack
• Dock connector
• Microphone and speaker
2.  Remove debris, if possible, using an ESD brush.
If inspection indicates damage due to debris, follow these guidelines:
• Resulting non-operation, malfunction, damage, or cosmetic damage is NOT covered under 
warranty. 
• Resulting non-catastrophic damage is eligible for OOW paid service.  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 35 2010-12-09
Screen and Glass Inspection
Apple’s policy is to replace products showing defects that are not the result of obvious external 
cause. 
If initial inspection shows streaks or smudges on the glass, clean it the iPad as follows:
Unplug all cables and turn off iPad (press and hold the Sleep/ Wake button, and then slide 
the onscreen slider). Then use a soft, slightly damp, lint-free cloth. Avoid getting moisture 
in openings. Don’t use window cleaners, household cleaners, aerosol sprays, solvents, 
alcohol, ammonia, or abrasives to clean iPad. iPad has an oleophobic coating on the screen; 
simply wipe the iPad screen with a soft, lint-free cloth to remove oil left by your hands. The 
ability of this coating to repel oil will diminish over time with normal usage, and rubbing 
the screen with an abrasive material will further diminish its effect and may scratch your 
screen.
For additional information about handling iPad, see the iPad Important Product 
Information Guide at support.apple.com/manuals/ipad.
Visually inspect for crack(s) on screen or glass, and follow these guidelines:
• A product exhibiting a single hairline crack without visible damage to the enclosure is 
eligible for covered (warranty or APP) repair service.
• A product exhibiting multiple cracks or a single crack with visible damage to the enclosure 
is eligible for OOW paid repair service.
Single hairline cracks with no enclosure damage:  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 36 2010-12-09
Multiple cracks with dings on corners:  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 37 2010-12-09
Dents/Surface Damage Inspection
Apple’s policy is to replace products showing defects that are not the result of obvious external 
cause.
Surface Dents
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.
Surface dent, a result of obvious abuse:   
						

							iPad General Troubleshooting — Visual Mechanical Inspection 38 2010-12-09
Surface scratches:  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 39 2010-12-09
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.
Corner dent:
Corner dent resulting in multiple cracks:  
						

							iPad General Troubleshooting — Visual Mechanical Inspection 40 2010-12-09
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.
Excessive damage:
Altered (painted) case: