Solving iPad, iPhone, iPod and problems

People are often surprised when their iPhone, iPod Touch or iPad develops a problem. We get quite a few calls for help in fixing these issues.

The first thing I ask is when the person last restarted the device. Just like any other computer, problems are often solved by simply restarting the it.

To restart your iPhone, iPad or iPod Touch, press the Power button for several seconds. Wait for it to turn off completely and then press the Power button for several seconds to turn it back on. Notice that I said “a few seconds.” It takes more than a quick push. On my iPhone 4, it takes 3 seconds, counted one elephant, two elephants, three elephants.



That solves many problems. Try a quick restart if your device is acting up.

Some problems are a bit bigger. They require a new copy of the iPhone software (the operating system) to resolve the problem. That is called a Restore. Connect your iPhone to your computer. Select the iPhone in the rightmost column of the iTunes application window. Then select the Summary tab in the main window.



You will see the Restore button in the middle portion of the main window. Clicking the button may bring up this dialog box:




In general, I usually let iTunes complete this backup. It can take a minute or two.

Once the backup is completed, you will see this box:



This is the one to think about. In order to restore the iPhone, iTunes must erase EVERYTHING that is on the device. Putting things back in place can take a bit, possibly several hours. This is NOT the procedure to perform when you need to be at a meeting, with your phone, in 10 minutes! It is not such a bad job if you can let it take place when you won’t be needing your iPhone for a while. I tend to restore iPhones and iPads at bedtime!

Let’s focus on the small print:



At the end of the restore, you will have two options. The first is to use the backup file that iTunes made to restore everything to your iPhone. Although it can take a while, it is pretty painless. HOWEVER, if the problem is not the iPhone software itself, but a problem in one of your data or settings file, restoring the iPhone from a backup will NOT solve your problem!

I have had several instances when erasing the iPhone or iPad and restoring it from the backup did not fix the issue. It was only solved when I set up the device as if it were brand new.

If you want to try restoring from the backup, click that button and sit back.

If you decide to do the complete replacement, you will loose all your preferences, game scores, and data. While this can be disconcerting. Many games such as WeRule, WeFarm and MyTown store your data on their server. You device only stores the login and password. Other games such as Solitaire City store all of your data on your device, so setting up again will mean that your high scores disappear.

In the case of things Evernote or DropBox, your data is stored on their server, so you will need to log in to retrieve it. If you are using applications such as Bento, be sure to sync your device with your computer before you do a restore.

If you have decided to leave your old data behind, then click “Set up as a new” iPhone, iPad or iPod Touch.



Sometimes if seems as though iTunes takes off on a run! To prevent that, scroll down in the main iPhone window until you see this area:



Click the box to manually manage music and video, then go to each of the tabs across the top of the iPhone window and make your selections.




Use the Apply button at the lower left corner of the iPhone window to begin the process of moving things back to your iPhone, iPad or iPod Touch.


If you are having a problem with your device and you want Apple to replace it, they will ask you if you have done a software restore and if you have set it up as a new device. If that does not solve the issue and if it is truly a problem, Apple will generally replace the unit if it is in the initial warranty period or if you have purchased AppleCare.

If these directions still seem intimidating, we can give you a hand. This kind of help qualifies as a tutorial. While our rate for troubleshooting at Dr. Mac Consulting is $120.00 per hour, tutoring costs $60.00 per hour. We specialize in hand-holding and we explain exactly what is happening as we work. Most important, we are extremely patient! Give us a call at 408 627-7577 or send us a message at urgentrequest@boblevitus.com.


--Pat

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