Appendix B. iPad Troubleshooting and Care
Like most electronic gadgets, the iPad always works perfectly fine—until it doesn’t. Many iPad woes are common and pretty easy to fix—the battery ran all the way down and needs to charge up a bit before iTunes will recognize your iPad, or the rotation lock is still on and that’s why the screen won’t reorient itself. Less obvious glitches in the iPad’s behavior can be solved by adjusting something in the Settings area, as explained in Appendix A.
But the iPad is a little mini-computer in its own right, and it can exhibit bigger problems that require more than flipping a setting—and may even need the help of a technical expert. Figuring out what your iPad is trying to tell you when it’s sick is the first step in getting it back to good health. This chapter explains what to do if your iPad starts acting weird—and where to go if you need more information or can’t fix it yourself.
Apple’s iPad Troubleshooting Pages
You can find many solutions to iPad issues through the Web, but if you can’t put this book down to go running off to search the Web, here are some common tricks to try if your iPad starts acting up. (For in-depth advice on a variety of iPad ailments, Apple offers a detailed set of troubleshooting documents at www.apple.com/support/ipad. This support site also addresses issues with iTunes and syncing content to and from your iPad.)
Restart the iPad. Like a computer that’s behaving badly, sometimes restarting your iPad clears up a cranky or stalled system. To restart the tablet, hold down the Sleep/Wake (On/Off) button on the top of the slab until the red “Slide to Power Off” bar appears. Swipe your finger to shut things down. Then press the Sleep/Wake button again until the Apple logo appears on-screen and the iPad starts up again.
Force quit a frozen app. Apps are programs, too, and sometimes software gets stuck (just ask anyone who’s used a computer for more than a month). To make a cranky app shut down without having to restart the whole iPad, press and hold the Sleep/Wake button until you see the red “power-off” slider—but don’t slide this time. Instead, press and hold the Home button down until the app quits and you find yourself back on the Home screen.
Reset an app’s settings. Sometimes an app’s custom settings get scrambled, so tap the Settings icon on the iPad’s Home screen and check to see if the app has its own entry; tap whatever button is there to reset the app’s settings. Troubleshoot Apps has more on troubleshooting apps.
Reset the iPad. A reset is a bit more abrupt than a restart, but it can free up a completely frozen tablet. The next page tells you how to execute one (a reset, not a frozen tablet).
Reset the iPad’s settings. If you’re having problems even after you fiddle with an app’s settings, you can reset the iPad’s settings (not the iPad itself; that’s covered next). Choose Settings→General→Reset. The Reset screen lets you wipe your custom configurations (like your network info) and take the iPad back to its factory settings.
Check the battery level. If it’s in the red, plug in the iPad to recharge it. iTunes won’t download files (like bug fixes) if your iPad is low on batteries.
Reset Your iPad
Restarting your iPad (turning it completely off and back on again) can solve many problems, but what do you do if the iPad doesn’t respond to your gentle touch? If you can’t even restart your ‘Pad, you can physically reset it without losing your files. (Resetting is the troubleshooting step Apple recommends if restarting doesn’t work; it reboots the tablet if it’s too flummoxed to respond to a normal restart.)
To give your iPad the old reset move, follow the steps below:
Plug the iPad into its wall charger if you suspect its battery is running low.
Simultaneously press and hold down the Sleep/Wake button on top and the Home button on the front. Let go when you see the Apple logo. You can hold it up or lay it flat on the table to reset it, as long as you hit the buttons properly.
If the technology gods are smiling on you, your iPad will go through its little start-up sequence and then return you to the main menu.
Download and Reinstall iTunes and iTunes Updates
If iTunes is acting up, you may need to download and install a fresh version of the program. The latest version is always waiting at www.apple.com/itunes/download. Your iTunes program itself may also alert you to a new version—or you can make sure it does so in the future:
If you use iTunes for Windows and installed the Apple Software Update utility when you added iTunes, an alert box appears telling you Apple updated iTunes and offering to install it for you. If you skipped installing the utility, choose Edit→Preferences→General and turn on “Check for updates automatically.” If you prefer to check manually, choose Help→“Check for Updates.” In either case, you’re prompted to snag an update if one’s available.
On the Mac, a built-in Software Update program is designed to alert you, via a pop-up dialog box, about new updates for iTunes. If you turned Software Update off (in System Preferences), you can run it manually by choosing Software Update from the Apple menu (
).
Note
If you tried reinstalling iTunes to no avail, fully uninstall the old copy first to clear up any lingering problems. One way to do this on a PC is to choose Start→Control Panel→Add/Remove Programs (or choose Start→Control Panel and select “Uninstall a program”). Find iTunes in the list and click the button to uninstall it.
On a Mac OS X system, choose Go→Applications and drag the iTunes application icon to
the Trash. Then choose Go→Utilities→Activity Monitor (or go to the Mac’s Applications
folder and open the Utilities folder to find the Activity Monitor). Find iTunes Helper in
the list and click the big red Quit Process button at the top of the window. Finally,
choose →System Preferences→Accounts→Login Items. Select iTunes Helper in the
list and click the minus button (-) to remove it. Then restart the Mac. Apple has more
detailed instructions at support.apple.com/kb/ht1224.
As with any software update, once you download the file, double-click the installer file’s icon and follow along as the program takes you through several screens of upgrade excitement. If the version of iTunes you’re installing is newer than the one you’ve got, you get “Upgrade” as a button option when you run the installer—and upgrading usually takes less time than uninstalling and reinstalling the media manager.
If you’re installing the same version of iTunes, the installer may politely ask if you want to Repair or even Remove the software. Choosing Repair can often fix damaged files that iTunes needs to run properly. It can also be a quicker fix than fully removing the program and reinstalling it again. (See the Note on the opposite page for another uninstall method.)
Reinstalling iTunes doesn’t erase all of your music, movies, books, or other items out of your iTunes library. It just gives you a new and hopefully better-working version of the iTunes software.
If you open the reinstalled iTunes to an empty library, don’t panic. Quit iTunes and go find the iTunes folder, usually in My Documents→My Music→iTunes or Music→iTunes. Drag the iTunes library file from the iTunes folder onto the computer’s desktop. Then go back to the iTunes folder, open the Previous iTunes libraries folder and find the iTunes library file stamped with the date you updated the program. Drag this file out into the main iTunes folder and rename it to just iTunes Library without the date in the file name. Now start up iTunes again and see if everything is all better. If not, take a trip to www.apple.com/support/itunes for further help.
Update the iPad’s Software
Updating the iPad’s internal software—which Apple occasionally does to fix bugs and add features—is much easier than it used to be, thanks to iTunes. No matter which iPad, iPhone, or iPod model you have, iTunes 9 and later handles all software updating chores for you. (Updating gets easier in the Fall of 2011, when the new iOS 5 software lets you wirelessly update your iPad-no computer necessary.)
To make sure you have the latest version of the iPad software, follow these steps:
Connect your iPad to the computer and select it in the Source list.
On the Summary tab, click the “Check for Update” button in the Version area (circled below). If your iPad is up to date, iTunes tells you so.
If iTunes finds new iPad software, it prompts you to download it. Click the Downloading icon in the Source pane to monitor your download progress. Sometimes iTunes will have already downloaded the new iPad software. In that case, just click the Update button in iTunes’ main window.
Follow the instructions on-screen.
You mainly just have to sit there while iTunes handles everything. The iPad usually hangs out quietly, displaying a progress bar and an Apple logo on its screen while it’s getting its new system software. Once all that goes away, your iPad screen returns to normal and iTunes displays a message letting you know the update is complete.
Note
Thinking about passing off your old iPad to a relative after you bought a new one, or selling your tablet so you can put the money toward buying the latest and greatest model? Before you send that old model on its way, you may want to make sure the software is fully updated so your recipient has the latest version. You should also wipe all your content off the old iPad, for personal safety’s sake more than anything. While restoring the software (Start Over: Restore Your iPad’s Software) removes your data from view, it may still be lurking deep down, so tap Home→Settings→General→Reset→“Erase All Content and Settings” on the iPad to be sure.
Use iPad Backup Files
You may not notice it at the time, but iTunes creates backup files of your iPad’s settings and other system information when you sync the tablet to the computer. It also creates backups when you do more serious stuff, like update or restore the iPad’s system software (Start Over: Restore Your iPad’s Software). Now, you may be thinking, “Cool! I don’t have to worry if I accidentally destroy my iPad because I can copy all its content onto a replacement!” This, however, is not the case.
That’s because iTunes only backs up data from apps, system settings, and that sort of stuff—not your entire music and video collection, nor your contacts and calendars, nor your actual photos, nor your apps. Apple assumes you have all those files on your computer, from syncing the iPad with iTunes to copy files and programs back and forth.
When you restore an iPad from its backup file, though, it remembers your syncing settings, so you just have to let iTunes resync all the content to your iPad during the process. That also means you should connect the iPad to iTunes every once in a while so it can sync up and have a record (back-up) of what you currently have on your iPad.
To restore an iPad from its backup file:
Connect the iPad to the computer you usually sync it with and right-click (Control-click) its icon in the iTunes source list.
From the pop-up menu, choose “Restore from Backup.” In the box that appears, choose the backup file you want to use (if you sync more than one iPad to this computer; iTunes sorts the backups by date and device name).
Click the Restore button and let iTunes do its thing.
When iTunes is done, your iPad should look pretty much like it did the last time you backed it up.
Start Over: Restore Your iPad’s Software
Just as an operating system runs your desktop computer, so your iPad has its own software that controls everything it does. Restoring the iPad software isn’t the same thing as updating it. Restoring is a much more drastic procedure, like reformatting the hard drive on your PC or Mac. For one thing, restoring erases everything on your iPad, including your operating system.
So, restore with caution, and do so only if you try all the other troubleshooting measures in this chapter. If you decide to take the plunge, first make sure you have the most recent version of iTunes (flip back to Download and Reinstall iTunes and iTunes Updates for information on that), then proceed as follows:
Start iTunes, and connect your iPad to your computer with its cable.
When the iPad appears in the iTunes Source list, click its icon to see the Summary information (in the main area of the iTunes window).
In the Summary area, click the Restore button.
As mentioned back on Use iPad Backup Files, iTunes backs up your iPad’s settings—things like your preferences for contacts and calendar syncing, along with other personalized data. This means much less work getting your iPad all re-personalized after you reinstall its software.
But if you want to wipe every trace of your existence from the iPad, skip the backup.
Because restoring erases everything on your iPad, you get a warning message. If you’re sure you want to continue, click Restore again.
If you use a Mac, enter an administrator password; a progress bar appears on your iPad’s screen. Leave the iPad connected to your computer to complete the restoration process. You may also see an Apple logo appear on-screen.
After iTunes finishes the restore process, its Setup Assistant window appears asking you to name your iPad and choose your syncing preferences—just like it did when you connected your iPad for the first time. Let the iPad automatically update your files, or add your songs, photos, and videos back manually, and then see if this little procedure fixed the tablet’s predicament.
Protect Your iPad
The iPad was meant to be held—held up for others to see, held on your lap, held under your arm as you walk down the hall, and so on. But with holding sometimes comes dropping (and with that, cursing), so protecting your iPad with a case or cover might help cushion its fall. Cases and covers also protect the surface of the tablet, (especially that glossy screen) when it’s riding around in a purse or backpack.
In addition to protecting the iPad, adding a case, from a hot-pink zippered number to a stately leather portfolio, shows off a bit of your own personality. Here are a few of the many places to find the latest in geek chic for your iPad:
Apple Store. The company that makes the iPad also makes sure you have plenty of other stuff to buy to go with it, including cases, covers, docks, keyboards, headphones, and more. One iPad protector that Apple is particularly proud of is the Smart Cover for the second-generation iPad (shown below), which magnetically clamps to the tablet’s edge, can serve as a easel for upright viewing, and even turns the iPad on or off when you open or close the flap. If there’s no brick-and-mortar Apple Store in your town, visit the online emporium at store.apple.com.
Belkin. After years of making computer and mobile accessories, Belkin has added about a dozen different iPad cases to its product line. Prices range from $30 to $60; the $60 Leather Folio case is shown here. (www.belkin.com)
Griffin Technology. A long-time maker of iPod and iPhone accessories, Griffin has jumped right in with iPad gear as well. Several iPad case styles are available here (prices range from $30 to $50) as is the $25 Screen Care Kit for iPad, which includes a low-glare stick-on screen protector and a cleaning cloth. (www.griffintechnology.com)
Find a Lost iPad
It can be your worst iPad-related nightmare: Your beloved tablet goes missing. Lost and stolen gadgets are a problem, but Apple offers a handy tracking app that just may help you get your tablet back—by revealing its location on a map. Although the app is called Find My iPhone, it works to pinpoint the location of all iOS devices, iPads and iPod Touches included.
If you skipped installing the Find My iPhone app when you set up your new iPad, here’s how to find your iPad using iOS 4.2 and later:
Download the Find My iPhone app from the App Store (Go to the App Store).
Create a free MobileMe account. On the iPad’s Home screen, tap Settings→Mail, Contacts, Calenders. Under the Add Accounts area, tap Add Account and on the next screen, tap MobileMe. Type in your Apple ID user name and password to create the MobileMe account. Apple sends a message to the email account linked to your Apple ID to verify your request. If you already have a MobileMe account, just tap Settings→Mail, Contacts, Calenders→MobileMe to get to the settings box; Find My iPad is down toward the bottom.
After you verify your account, go back to Settings→Mail, Contacts, Calenders and tap on your new MobileMe account. Next to Find My iPad, tap the button to On. In the permission box that appears, tap Allow.
Tap Home→Settings→General→Location Services→On. This lets the app pinpoint your iPad’s whereabouts on a map.
To find your iPad, log into MobileMe (www.me.com) with your Apple ID and click the Find My iPhone link. In addition to a map, a box pops up with the option to send a message to display on the iPad’s screen while it makes an alarm sound, like a request for its return and your phone number. If you have sensitive information on the tablet, you can also lock it remotely—or wipe its contents entirely. But hopefully, it won’t come to that and your lost iPad will come home safely.
Find an iPad Repair Shop
Under its thin, glossy exterior, the iPad is a still a computer, and computers have been known to have technical difficulties. If your iPad begins to have problems—screen fritzing, battery failure, or other unexplained hardware woes, you have some options:
If you live near an Apple Store (there are 300 of them worldwide; find them at http://www.apple.com/retail), call it up and make an appointment at the Genius Bar to have your iPad looked at by an Apple pro. If the iPad is still under warranty, the fix is usually free.
If there’s no Apple Store around, look for a nearby Apple-approved repair shop by searching http://www.apple.com/buy/locator/service.
If there’s no reliable repair shop physically nearby, you can try one of the various mail-order repair companies that specialize in Apple products. A quick web search brings up a list of possibilities, but be sure to read the reviews and do some background research on the company to make sure it does good, legitimate work. Sites like iResQ (www.iresq.com) and Milliamp (www.ipadrepair.com) are two of the better-known online shops. While you may have to wait longer for the fix, the out-of-warranty repair bill often tends to be cheaper.
Tip
If your old out-of-warranty iPad needs basic help, like a battery replacement, you might even be able to do it yourself for much less than what a repair shop would charge. Check out iFixit (www.ifixit.com), a cheerful site dedicated to DIY gadget repair, for illustrated instructions on a variety of iPad issues.
AppleCare—What It Is and Whether You Need It
You probably have an insurance policy on your house and car, so why not get one for your iPad? That’s the logic behind getting the AppleCare Protection Plan for your iPad. The price for this peace of mind? Why, that’d be $79.
When you buy a brand-new iPad, you automatically get free telephone support to fix one problem within your first 90 days of iPad ownership, plus a year-long warranty on the hardware. If your iPad starts acting weird or stops working altogether during this time, Apple will fix it for free or send you a replacement tablet.
If you buy the AppleCare Protection Plan (available in many places where you buy iPads or at www.apple.com/support/products/ipad.html), you get:
Two full years of free telephone support from the date of your iPad purchase
Two full years of hardware protection from the date of your iPad purchase.
If you need a repair or replacement, your iPad is covered, and so are your tablet’s battery and cables. Paying an extra $80 to get the extended warranty may not appeal to everyone, but if you want a little peace of mind with your new iPad, it’s a small price to pay, especially if you want to just relax and have fun with your tablet.
Tip
Have more questions about the AppleCare plan? Apple has a Frequently Asked Questions page on the topic at www.apple.com/support/products/faqs.html. As noted above, you get a full year of limited warranty on the iPad’s hardware in case anything goes wrong with it—aside from user-inflicted damage. You can buy AppleCare any time within a year of your iPad purchase date to extend the warranty. So if you don’t feel like popping that extra $80 when you buy your iPad, wait and pony up for AppleCare toward the end of the first year—perhaps after you’ve paid off the credit card with the original iPad charge on it.