Basic Troubleshooting

If you begin experiencing problems with your device there are several troubleshooting options you can try before contacting support. Many of those are listed here:

  1. Turning your iPhone/iPod touch Off
  2. Keep iTunes up to date
  3. Keep your battery charged
  4. Try the three R’s to fix it. Reboot, Reset, and Restore.
    1. Reboot the iPhone or iPod touch
    2. Reset the device preferences
    3. Restore the iPhone or iPod touch
  5. If you can’t call, text message, or access the web
  6. Check to make sure you’re in an area with coverage
  7. If the device won’t turn on, or if the display freezes
  8. If the device isn’t playing sound
  9. If you can’t purchase music from the iTunes Music Store
  10. Force Quitting an Application
  11. Resetting the Device

You may also visit Apple’s iPhone troubleshooting site for step-by-step help if you can't find what you need on this page.

 Turning your iPhone/iPod touch off

Occasionally, you may find the need to turn your device off for a period of time. To do so, simply hold the Sleep/Wake Button until you see a bar that says "slide to power off." Slide the bar to power off the device.

 Keep iTunes up to date

It is important to keep iTunes up to date, especially in regards to syncing properly with iTunes. By default, iTunes should automatically check for updates when it launches. See pages 2-3 for iTunes information.

 Keep your battery charged

After the battery has been drained it is important to keep the device charged. You can charge the device through a USB cable attached to a computer, or by using an adapter to plug it in a standard electrical outlet. Please allow several hours to fully charge the device.

If you have a problem with your device, try the three R’s to fix it. Reboot, reset, and restore.

RRR

  •  Reboot the iPhone or iPod touch
    • If you are having problems with the device, try rebooting the device. To turn it off, press and hold the Sleep/Wake button until the red slider appears. Slide your finger across the slider. To turn it back on, press and hold the Sleep/Wake button until the Apple logo appears.
  •  Reset the device preferences
    • You may need to reset the device preferences. From the Home screen choose Settings > General > Reset > Reset All Settings. All your preferences are reset, but no data or media is deleted.
  •  Restore the iPhone or iPod touch
    • Connect the device to your computer. In iTunes, select your device and then press Restore on the Summary Tab. Follow the on-screen directions.

 If you can’t call, text message, email, or access the web

Check the cell signal indicator in the status bar at the top of the screen. If there are no bars, or if it says "No service," try moving to a different location. If you’re indoors, try going outdoors or moving closer to a window.

 Check to make sure you’re in an area with network coverage. Go to AT&T’s website to see network coverage areas.

  • Make sure airplane mode is not on. From the Home screen choose Settings, then turn airplane mode off. If that doesn’t work, turn airplane mode on, wait 15 seconds, then turn airplane mode off again.
  • Make sure to include an area code for every phone number in your contacts list that you use to send or receive calls and text messages.
  • Reboot the device.
  • There may be a problem with your wireless service. Call your carrier or go to your carrier’s website.
  • Restore or reset the device.
  • If the device doesn’t appear in iTunes or you can’t sync the device the battery might need to be recharged.
  • Disconnect other USB devices from your computer and connect to a different USB 2.0 port on your computer (not on your keyboard).
  • Turn device off and back on again.
  • Restart your computer and reconnect the device to your computer. Download and install (or reinstall) the latest version of iTunes from www.apple.com/itunes.

 If the device won’t turn on, or if the display freezes or doesn’t respond

  • Press and hold the Home Button below the screen for at least six seconds, until the application you were using quits.
  • If that doesn’t work, turn the device off and turn it on again.
  • If that doesn’t work, reset the device.
  • If the device continues to freeze or not respond after you reset it, reset the device preferences.
  • If that doesn’t work, erase all content on the device. From the Home screen choose Settings > General > Reset > "Erase All Content and Settings." All your preferences and other data are removed from the device.
  • If that doesn’t work, restore the iPhone or iPod touch software.

 If the device isn’t playing sound

  • Unplug and reconnect the headset. Make sure the connector is pushed in all the way.
  • Make sure the volume is not turned down all the way.
  • Music on the device might be paused. Try clicking the mic button on the headset to resume playback. Or from the Home screen tap iPod (or Music on the iPod touch), tap Now Playing, then hit the Play button.
  • Check to see if a volume limit is set. From the Home screen choose Settings > iPod >Volume Limit.
  • If you are using the iPhone dock’s line out port, make sure your external speakers or stereo are turned on and working properly.
  • If you can’t access the iTunes Wi-Fi Music Store
  • To use the iTunes Wi-Fi Music Store, the iPhone must join a Wi-Fi network that is connected to the Internet. Refer to page 8.

 If you can’t purchase music from the iTunes Wi-Fi Music Store

To purchase songs from the iTunes Wi-Fi Music Store (only available in some countries), you must have an iTunes Store account, and you must have been signed in to that account when you last synced your device with iTunes. If you get a message that no account information is found when you try to purchase music, open iTunes on your computer, sign in to your iTunes Store account, then connect and sync your device.

 Force Quitting an Application

At times, you may find that an application on your device has frozen, hung, or simply is not working or closing. You can tell your device to force quit the application by holding the Home Button. After a few seconds the application should quit.

 Resetting the Device

You may need to Reset your device from time to time. To do this, press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. Wait until the Apple logo appears as your device restarts.

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