Chapter 17. What to Do When Your iPod Isn’t Working Right
You’ll learn to:
Reset your iPod
Restore an iPod
Reinstall iTunes
Update the iPod software
Replace the battery
Find an iPod repair shop
IT’S BOUND TO HAPPEN sometime: Your iPod locks up, freaks out, or just isn’t its usual cheerful self. Luckily, you can solve many iPod problems with a button-tap here or a battery charge there. Then your portable ’Pod is back to normal.
But your iPod is a mini-computer in its own right, and getting it back in working order might involve more than a tap or two—and maybe even the attention of a technical expert. This chapter explains what to do if your iPod starts acting up—and where to go if you can’t fix it yourself.
iPod triage isn’t all about magnifying glasses and tiny screwdrivers. Yes, the iPod is a nice piece of hardware, but where there’s hardware, there’s software. In this chapter, you’ll also learn how to keep your iPod up to date with the most recent software from Apple so you have the latest bug fixes and new features right in your pocket.
The Five “Rs” of iPod Repair
YOU NEVER KNOW WHEN disaster (or annoyance) will strike, but when you encounter trouble with a Nano, Shuffle, or Classic, Apple suggests its easy-to-remember “Five Rs” approach to troubleshooting:
Retry your iPod connection by plugging it into a different USB port on your computer.
Restart your computer and check for iPod software updates (Update the iPod’s Software).
Reinstall your iPod and iTunes software (download iTunes at www.apple.com/itunes).
Restore your iPod’s software (Start Over: Restoring Your iPod’s Software).
If you have an iPod Touch, try this set of “Rs:”
Recharge. Make sure your Touch has gas in its battery tank.
Restart. Press the Sleep/Wake button until the red Off/On slider appears. Slide the Touch off, and then press Sleep/Wake to turn it on again. If that doesn’t do much, try resetting the Touch as described on the next page.
Remove. Synced content may be sinking your Touch. Connect your iPod to iTunes, remove any recently added stuff (since they may have triggered the problem), and resync.
Reset Settings. Tap Settings→General→Reset→Reset All Settings. The option to erase all your content and settings may also solve your Touch’s problem, but it’s a drastic move. (If you’re just having trouble connecting to the Internet, try the Reset Network Settings button first.)
Restore. Connect your Touch to iTunes and click Restore to reformat it.
The next few pages cover these steps and more, so you can avoid that sixth, painful “R”: Ramming your head into the wall when your iPod won’t work.
Note
No matter which iPod you have, when you’re having trouble and don’t know where to start to fix a problem, take a browser ride to Apple’s iPod troubleshooting guides (pictured above) at www.apple.com/support/ipod/five_rs.
Reset Your iPod
IF YOUR IPOD SEEMS frozen, confused, or otherwise unresponsive, you can reset it without losing your music and data files. You might not be able to save some settings, like bookmarks in long audiobooks or unsynced playlists, but you can get things running again with this quick, easy fix—after you check to make sure the issue isn’t simply an out-of-juice battery.
Here’s the reset sequence for all four 2012 iPod models:
iPod Touch. If restarting the Touch (see the previous page) does nothing for you, go for the Reset. Simultaneously hold down the Sleep/Wake and Home buttons. Let go when you see the shimmering Apple logo. This handy reset move works on the earlier models of the iPod Touch as well.
iPod Nano. Hold down the Sleep/Wake buttons (on the top) and its Home button (on the front) for about 6 seconds, and let go when you see the Apple logo pop up on-screen.
iPod Shuffle. The tiniest iPod may also need a good, firm reset from time to time, but like the Shuffle itself, resetting it is a bit simpler than wrestling with the other iPods: Turn the On/Off switch to the Off position, wait 10 seconds, and then flip it back to the On position.
iPod Classic. Slide the Hold switch on and off. Press and hold down the Menu and center Select buttons simultaneously until you see the Apple logo on-screen. This could take up to 10 seconds, and you may have to do it twice, but keep at it until you see the logo.
If the technology gods are smiling at you, your iPod will go through its start-up sequence and return you to the main menu. If you suspect your battery might be a bit low to begin with, plug the iPod into a power source before you perform the reset maneuver to make sure it has the power to boot itself back up.
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 alert you to a new version—or you can make sure it does so in the future:
If you installed iTunes on a Windows PC and installed the Apple Software Update utility at the same time, iTunes displays an alert box when an update is ready; it also offers to install the new version. 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, your iPod prompts you to snag any available updates.
The Mac’s Software Update program is designed to alert you, via a pop-up dialog box, about new iTunes updates. If you turned Software Update off (in System Preferences), you can run it manually by choosing
→ Software Update.
As with any update, once you download the software, click the Install button or double-click the installer file’s icon and follow along as the program takes you through the upgrade excitement. If the iTunes version you’re installing is newer than the one you’ve got, you get Upgrade as a button option when you run the installer—and an upgrade usually takes less time than a full reinstallation.
If you’re installing the same version of the program, the iTunes installer may politely ask if you want to either Repair or even Remove the software.
Choosing Repair can often fix damaged files or data that iTunes needs to run properly. It can also be a quicker fix than fully removing and reinstalling the program.
Use the Diagnostics Tools in iTunes for Windows
WITH DIFFERENT WINDOWS PC manufacturers out there and multiple versions of Windows in the mix, the PC side of the iTunes/iPod fence can be a little unpredictable. To help sort things out, iTunes for Windows includes a feature called Diagnostics, which helps troubleshoot four categories of iPod woes. They are:
Network Connectivity. These tests check your computer’s Internet connection and its ability to access the iTunes Store.
DVD/CD Drive. If you’re having trouble importing music to iTunes from a CD—or if you can’t burn your own discs—these tests inspect your PC’s disc drive for problems and incompatibilities.
Device Connectivity. These diagnostics don’t actually test the iPod’s hardware or software, they examine the way your PC connects to your iPod.
Device Sync. These programs actually do test the Touch’s hardware and software to make sure it can transport the data you’re trying to sync.
To run this battery of tests, choose Help→Run Diagnostics, select a category, and then follow the on-screen directions. Each program runs tests and then displays a red, yellow, or green light. Click the Help button next to a red or yellow light to get troubleshooting help from Apple’s website. (Green means groovy.)
Once you finish the tests, you can copy the results to the Clipboard and save them to a text file so you can share them with support techies. If the Diagnostics tests don’t resolve the problem or point you in the right direction for fixing it, check out Apple’s discussion forums just for Windows users. It’s at https://discussions.apple.com/community/itunes/itunes_for_windows.
Update the iPod’s Software
UPDATING THE IPOD’S INTERNAL software—which Apple does occasionally to fix bugs and add features—is much easier than it used to be, thanks to iTunes. No matter which iPod model you have, iTunes 10 and later handles all software update chores for you.
If you formatted your iPod Nano or Classic for Windows, then update it on a Windows PC; update a Mac-formatted iPod on a Macintosh. You can tell which system you formatted your iPod for by choosing Settings→General→About on the Nano; flick down to Version to get to the format info. On the Classic, choose Settings→About and press the Select button twice.
You can update a Touch from either a Windows PC or Mac. (If you have an iPod set to autosync with a particular computer, update it on that computer to avoid erasing your iPod.) In fact, if you have at least iOS 5 installed on your WiFi-connected Touch, you don’t even need a computer. Just tap Home→Settings→General→Software Update to check for new software. And with iOS 5 and later, the updates go much faster because you’re just getting the new code, not the whole iPod operating system again.
To make sure you have the latest version of iPod software, follow these steps:
Connect your iPod to your computer, and then select it in the Devices list.
On the Summary tab, click Check for Update in the Version area. If your iPod is up to date, iTunes tells you so.
If iTunes finds new iPod software, it prompts you to download it (shown below). Click the Downloading icon in the Source pane to monitor your progress. Sometimes iTunes will have already downloaded the software; if that’s the case, just click the Update button in iTunes’ main window.
Follow the on-screen instructions. As it works, your ’Pod displays info about the update, like the version number of the software you’re installing and other support information.
If you update via iTunes, your iPod displays an alert box like the one on the opposite page. The Touch displays a similar note on its update screen if you update its software over the air.
Older iPod models may require an AC adapter for the update, but newer iPods mainly just sit there quietly with a progress bar and an Apple logo on-screen. Once all that goes away, your iPod screen returns to normal and iTunes displays a message letting you know it finished the update.
If you’re updating an iPod Shuffle, play close attention to the progress bar on the iTunes screen and follow any instructions given. Since the Shuffle has no screen, iTunes is where you monitor the update. You’ll know when iTunes is done because it returns the Shuffle’s icon to the Devices list.
Note
In addition to the “5 Rs” page mentioned on the opposite page, Apple’s iPod support section (www.apple.com/support/ipod) has grown tremendously since the company introduced the first iPod in 2001. The site includes knowledge-based articles and user forums for troubleshooting just about every iPod model out there.
But if you need to dig deeper or want to attempt your own hardware repairs, check out the iPod forums and repair guides at the do-it-yourself site www.ifixit.com/Browse/iPod. If it’s an out-of-warranty hardware problem that’s too daunting for your taste, try a specialized iPod repair shop like www.iresq.com or www.techrestore.com/ipod. And when it does come time to upgrade or replace your ’Pod, you can learn about Apple’s recycling policy at www.apple.com/recycling.
Start Over: Restoring Your iPod’s Software
JUST LIKE THE OPERATING system that runs your desktop computer, your iPod has its own system software to control everything it does. Restoring your iPod’s software isn’t the same thing as updating it. Restoring is a much more drastic procedure, like reformatting the hard drive on your computer. For one thing, restoring the software erases everything on your iPod (unless you’re restoring your Touch from a previous backup; see the note below).
So restore with caution and do so only after 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 a page for information on that), and then proceed as follows:
Start iTunes and connect your iPod to your computer with its cable. (You can’t wirelessly restore your Touch, so go find that USB cable.)
When your iPod appears in iTunes’ Devices 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.
Note
As with any computer, it’s a great idea to back up your data regularly, and the Touch is no exception. In fact, it’s such a good idea that iTunes does it automatically as you sync your Touch. When disaster strikes and your Touch is a zombie—or worse, stolen—you can restore your contacts, calendars, notes, and settings without having to start from scratch. Just connect the Touch (old or new replacement) and right-click (Control-click) on its icon. Choose “Restore from Backup” and click Restore in the box that pops up. You can also restore the Touch from an iCloud backup when prompted during the iPod setup.
If you have an iPod Touch, iTunes gives you the chance to back up your settings—like your contacts and calendar syncing preferences. This means much less work getting your Touch all re-personalized if you have to reinstall its software. If you want to wipe every trace of your existence from the Touch, skip the backup.
Because restoring erases everything on your iPod, you get a warning message. If you’re sure you want to continue, click Restore again. If you use a Mac, you then enter an administrator password. A progress bar appears on your iPod’s screen to show you the update in action.
Leave the iPod connected to your computer to complete the restoration. You may also see an Apple logo appear on-screen.
After iTunes restores your iPod, its Setup Assistant window appears, asking you to name your iPod and choose your syncing preferences—just like when you connected your iPod for the first time. In fact, if you have everything that was originally on your iPod in your iTunes library, let iTunes autosync all the files and settings back to your ’Pod. Alternatively, you can manually add back your songs, photos, apps, and videos. Once you’re done, see if the restore fixed your iPod’s ailment.
Tip
If you manually manage your music and you restore your iPod’s software, you’ll lose any songs not stored in your iTunes library (like music you copied from a PC, but didn’t sync back to iTunes). If you manually update, you may want to get a program that lets you harvest songs off of your iPod (www.ilounge.com lists several, and so does Chapter 11) and back them up to iTunes regularly.
Understanding the iPod’s Battery Messages
REMEMBER HOW YOU WERE taught that certain kinds of batteries (in laptops and camcorders, say) worked better if you occasionally fully drained and then recharged them? Forget it. You want to keep the iPod’s lithium-ion battery always charged, or else you’ll lose your clock, date, and other settings.
The color screens on the Touch, Nano, and Classic display a green battery that virtually runs out of juice as you use the player. When the battery turns red, it’s time to recharge, because you have less than 20 percent of your iPod’s power left. The screenless Shuffle communicates its battery needs through a small colored light: green for a good charge (between 100 and 50 percent), amber for 25 percent of the charge left, and red for a battery that needs juice pronto.
Some imperiled iPods display a dull gray charging icon and won’t turn on. This means the poor thing doesn’t even have enough energy to display its battery-charging icon in color. On other iPod models, you may see a yellow triangle next to a colorless battery graphic and the stern message, “Connect to Power.”
Plug your iPod into your computer or an optional AC adapter, and give it about half an hour of power to get back to its regular screen. (When the battery gets this depleted, you may have to charge it up for a while before your iPod even shows up in iTunes.)
Note
If you leave your iPod plugged into your computer all night and it still barely shows a charge, it’s probably because something went to sleep besides you: your computer. An iPod won’t charge properly when your machine goes into Sleep, Hibernate, or Standby modes, so adjust your computer’s power-saving settings to make sure it doesn’t conk out before your iPod gets juiced up. An AC adapter, available at most iPod accessory shops (Chapter 16), lets you skip the whole computer-charging thing.
Apple’s Tips for Longer iPod Battery Life
APPLE HAS POSTED VARIOUS recommendations on its website for how to treat an iPod battery to ensure a long life:
Don’t expose your iPod to extreme hot or cold temperatures. (In other words, don’t leave it in a hot, parked car, and don’t expect it to operate on Mount Everest.)
Use your iPod regularly (not that you wouldn’t). And be sure to charge it at least once a month to keep that battery chemistry peppy.
Put the iPod to sleep to conserve battery power. (Press the Play/Pause button until the iPod display goes blank, settling into slumber; on the Touch, click the Sleep/Wake button on top.)
Take the iPod out of any heat-trapping cases before you charge it up.
On the Classic, use the Hold switch when you’re not actively fiddling with the iPod’s controls; that keeps you from turning it on accidentally.
When you see the Low Battery icon or message, plug your iPod into a computer or an electrical outlet.
iPod features like the backlight and the equalizer—or jumping around within your media library—can make the battery drain faster, as can using big, uncompressed song-file formats, like AIFF.
That wireless chip inside the iPod Touch saps power even if you’re not trawling the Web. Save energy by turning it off when you don’t need it at Settings→WiFi. Lowering the frequency with which your Touch checks email or has data pushed to it from the Internet can save some energy as well—you can make those adjustments by choosing Settings→Mail, Contacts, Calendars.
Background Touch apps (Multitask on Your Touch) may be draining power. To quit these vampires, double-click the Home button to reveal the apps panel. Press an app’s icon until the
appears, and tap those icons to close those apps.
Replace Your iPod’s Battery
THE IPOD USES A rechargeable lithium-ion battery. Unlike players that run on Duracells, you can’t easily pop out an old battery and replace it when the cell wears out after repeated charge-and-use cycles.
But that doesn’t mean you can’t replace the iPod’s battery; it just takes a little time and effort. If your battery is too pooped to power your ’Pod, here are some options:
You get a full one-year warranty on your iPod battery (two years with the optional AppleCare Protection Plan; see the opposite page). But Apple itself offers an out-of-warranty battery replacement service for $49 to $79, depending on the iPod model, at www.apple.com/support/ipod/service/battery.
Milliamp (www.ipodjuice.com) offers do-it-yourself iPod battery replacement kits for most iPod models, with prices starting at around $20.
PDASmart.com will replace your iPod’s ailing battery for $50 (parts and labor included). Learn more at www.pdasmart.com/ipodpartscenter.htm. The company also fixes broken screens and hard drives.
Other World Computing sells high-capacity NewerTech iPod batteries for all models of iPod. The company has do-it-yourself instructional videos on its site, but will also replace the battery if you send in your iPod (http://eshop.macsales.com/shop/ipod).
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 iPod? That’s the logic behind the AppleCare Protection Plan. The price for this peace of mind? For the iPod Classic and Touch, it’s $59, while coverage for the Nano and Shuffle is $39.
When you buy a brand-new iPod, you automatically get free telephone support to fix one problem within your first 90 days of iPod ownership, plus a year-long warranty on the hardware. The latter means that if the iPod starts acting up or stops working altogether, Apple will fix it for free or send you a replacement.
If you buy the AppleCare Protection Plan (available in many places where you buy iPods or at www.apple.com/support/products/ipod.html), you get the following:
Two full years of free telephone support from the date of your iPod purchase
Two full years of hardware protection from the date of your iPod purchase
If you need an iPod repair or replacement, you’re covered, and the plan covers your iPod’s earphones, battery, and cables, too. Paying an extra $39 or $59 for the extended warranty may not appeal to everyone, but if you want a little peace of mind with your new iPod, it’s a small price to pay.