Iphone 4, 4S troubleshooting

Iphone 4, 4S troubleshooting

Quick FixAction
Update to Latest SoftwareGo to Settings > General > Software Update, if available; or
Use the latest version of iTunes to check for the latest iOS. Connect the device to the computer, go to iTunes > (Device) > Summary and click the "Check for Update" button.
Charqe BatteryConnect to a known-good power outlet using a known-good Apple USB Power Adapter and Dock Connector to USB Cable to charge the battery. Do not charge via a computer port.
RestartA restart forces the device to close all open files and powers off all hardware components.
1. Press and hold the On/off button on top of the device until a red slider appears.
2. Slide your finger across the slider to turn off the device.
3. To turn the device on, press and hold the On/off button until the Apple logo appears.
ResetPerform a reset ONLY if unable to do a restart.
Press and hold both the On/off button and the Home button for at least ten seconds, until the Apple logo appears.
Force Quit an AppDouble-click the Home button to display recently used apps. Press and hold the app until a red minus appears. Tap the red minus to quit the app.
Erase All Content and Settinqs (This will delete all user data and settings on the device. A backup should be done prior, if saving content is important to the user.)Erases all user content and settings. From the Home screen choose Settings > General > Reset > Erase All Content and Settings.
If possible, try this before a Restore since it is much faster.
Restore (This will delete all user data and settings on the device. A backup should be done prior, if saving content is important to the user.)Erases all software and data, and then installs a fresh copy of iOS. Connect the device to the computer, go to iTunes > (Device) > Summary and click the "Restore" button.
Recovery Mode Restore (This will delete all user data and settings on the device. A backup should be done prior, if saving content is important to the user.)Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. See instructions on the following pages.
DFU Restore (This will delete all user data and settings on the device. A backup should be done prior, if saving content is important to the user.)Device Firmware Update (DFU) allows you to perform a restore when all other attempts to restore the device fail. See instructions on the following pages.

Iphone 4S, 4 troubleshooting

CheckResultAction
No Power
1. Check on/off button.YesGo to step 2.
Check that the on/off button is not stuck (up or down.)
Is the button functional?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
2. Charge battery.YesGo to step 4.
Plug the device into a known- good power adapter and cable to charge the battery for up to 2 minutes.
Is any image displayed on screen within 2 minutes?NoGo to step 3.
3. Reset the device.YesGo to step 4.
Attempt to reset the device while connected to known- good power.
After attempted reset, is any image displayed on screen?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
4. Verify device status.BatteryGo to step 5.
Identify if device woke up to the "battery trap" image (at left) or to an iOS screen, such as:Trap
- Apple Logo (startup)
- "connect to iTunes" (at left)
Did the device wake to the battery trap image or an iOS screen?iOS ScreenGo to step 6.
5. Continue charging.YesGo to step 6.
Charge the device for up to an additional 10 minutes.
After 10 minutes, did the device wake to an iOS screen?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
6. Identify iOS screen.YesGo to step 8.
Identify if the device woke to "slide to unlock" rather than the Apple logo or "connect to iTunes."
Did the device wake to "slide to unlock?"NoGo to step 7.
7. Restore with iTunes.YesGo to step 8.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Was restore successful?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
8. Test battery.YesDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Allow device to charge for 2 more minutes, then unplug the device.Replace the device's battery, if possible, rather than replacing the whole unit.
Did the device immediately power off?NoGo to step 9.
9. Run diagnostics.YesIssue resolved.
Use diagnostics to verify the battery status.
Is the battery status "normal?"NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Battery Will Not Charge
1. Attempt to charge the battery.BatteryGo to step 2.
Plug the device into a known- good power adapter and cable to charge the battery. Allow up to 2 minutes for the device to respond.Trap
Did the device wake to the "battery trap" image (at left) or to the "slide to unlock" screen?Slide to UnlockGo to step 3.
2. Continue charging.YesGo to step 3.
Charge the device for up to an additional 10 minutes.
After 10 minutes, did the device wake to the "slide to unlock" screen?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
3. Verify charge status.YesGo to step 6.
Check battery icon in the upper right-hand corner of the screen.
Is the device currently charging?NoGo to step 4.
4. Restore with iTunes.YesGo to step 5.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Was restore successful?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
5. Verify charge status.YesGo to step 6.
Check battery icon in the upper right-hand corner of the screen.
Is the device currently charging?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace the device's battery, if possible, rather than replacing the whole unit.
6. Test battery.YesDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Allow device to charge for 2 more minutes, then unplug the device.Replace the device's battery, if possible, rather than replacing the whole unit.
Did the device immediately power off?NoGo to step 7.
7. Run diagnostics.YesIssue resolved.
Use diagnostics to verify the battery status.
Is the battery status "normal?"NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace the device's battery, if possible, rather than replacing the whole unit.
Battery Life Too Short
1. Diagnose battery condition.YesGo to step 2.
Use diagnostics to verify the battery condition.
Is the battery condition "normal?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace the device's battery, if possible, rather than replacing the whole unit.
2. Diagnose usage/standby time.YesRestore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Use diagnostics to determine usage and standby time. If these times are the same, it points to a corrupt system process running in the background that is draining power.Warning: This will delete all user data on the device.
Are usage times and standby time the same duration?NoGo to step 3.
3. Diagnose unsupported apps.YesRestore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Use diagnostics to determine any apps that are unsupported on the device.Warning: This will delete all user data on the device.
Are there unsupported apps listed?NoGo to step 4.
4. Diagnose unresponsive apps.YesInstruct user how to quit background processes on the device.
Use diagnostics to determine any apps that are unresponsive running in the background that may be draining the battery.
Are there unresponsive apps listed?NoNo trouble found. Suqqest www. apple.com/batteries/iphone.html as a resource for the user to learn about optimizing battery settings.
Other Power Issue
1. Verify whether any of the troubleshooting flows apply to the issue reported by the user.YesJump to appropriate troubleshooting flow.
NoDocument reported failure and send feedback stating that a suitable troubleshooting flow wasn't found.
Escalate through your usual channels for further troubleshooting support.
No Video / Poor Image
1. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Did this resolve the issue?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Display Anomalies
1. Inspect display.YesOOW replacement.
Noticeable particles, debris, or screen anomalies such as dead pixels are (upon user claim only) covered under warranty. See Apple Support article HT4044: About LCD display pixel anomalies for Apple products released in 2010 and later.
Probe to determine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.NoWhole unit replacement.
Is the issue caused by accidental damage?
Multi-Touch Issues
1. Test Multi-Touch.YesIssue resolved.
Launch the Calculator app and perform the following tests:Remind user that protective films, cases, styluses, gloves or fingernails can prevent Multi-Touch from responding properly.
- With the device in a vertical orientation, test all the calculator buttons.
-Turn the device to a horizontal orientation and test all the calculator buttons.
Did the display respond as expected?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Display Rotation Issues
1. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes.
Warning: This will delete all user data on the device.
Open the Calculator app and rotate device.
Does the display rotate properly?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Cracked Glass
1. Determine any safety risk.YesGo to step 2.
Determine whether there is a safety issue, such as glass fragments. Do not perform procedures that can be a safety risk to you or the user.
Can you proceed safely?NoOut-of-warranty physical abuse. Replace back cover, if appropriate, rather than replacing the whole unit.
Escalate per safety procedures if user claims injury.
2. Inspect display.YesOut of warranty. Replace back cover, if appropriate, rather than replacing the whole unit.
Probe to determine if the issue is caused by accidental damage.
Is the issue caused by accidental damage?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace back cover, if appropriate, rather than replacing the whole unit.
Other Display Issue
1. Verify whether any of the troubleshooting flows apply to the issue reported by the user.YesJump to appropriate troubleshooting flow.
NoDocument reported failure and send feedback to smfeedback6@apple.com stating that a suitable troubleshooting flow wasn't found.
Escalate through your usual channels for further troubleshooting support.
Button Issues
1. Check physical response.YesGo to step 2.
Verify that the button/switch isn't recessed or sticky and that there is no debris blocking its use.
Does the button physically respond as it should?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
2. Check software response.YesIssue resolved.
For volume up/down buttons, test volume up and down.
For on/off button, test pressing and holding down the button for "slide to power off" functionality.
For ring/silent switch, flip the switch and verify Ringer bell icon changes on screen.
For Home button, test single and double clicks, and test hold for "Voice control." With display off, press center of Home button and verify that display turns on. Repeat same test for the top, bottom, left and right edges of Home button (3,6,9, 12 in image at left). The display should turn on when pressing any of these 5 locations.
Are the buttons responding as expected?NoGo to step 3.
3. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the button issue resolved?NoGo to step 4.
3. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the button issue resolved?NoGo to step 4.
4. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes.
If restore fails, attempt DFU restore.
Is the button issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
For iPhone 4S volume button issues, try installing Volume Button Shim.
Camera Issues
1. Identify camera issue.NoGo to step 2.
Test to determine if the camera functions at all or if the issue is related to image quality.Function
Which issue?Image QualityGo to step 3.
2. Restore the device.YesIssue resolved.
Restore the device using the latest version of iTunes.
If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Is the camera issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace main camera, if possible, rather than replacing the whole unit.
3. Clean glass over camera lens.YesIssue resolved.
If main camera is affected, remove back cover and clean both sides of back cover with a microfiber cloth.
If front-facing camera is affected, clean front glass with a microfiber cloth.
Perform the main camera test.
Is the camera image quality issue resolved?NoGo to step 4.
4. Inspect back cover.YesDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Remove back cover and inspect lens cover for scratches that could be affecting image quality.Replace back cover, if possible, rather than replacing the whole unit.
Is back cover's lens cover scratched, enough to cause image quality loss?NoGo to step 5.
5. Clean camera lens.YesIssue resolved.
Remove back cover and clean the camera lens with a microfiber cloth. Perform the main camera test.
Is the camera image quality issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Replace main camera, if possible, rather than replacing the whole unit.
Temperature Alert
1. Allow device to cool down.YesIssue resolved.
Allow the device to cool down. The device will follow these automated steps before returning to full function:
a. Battery charging is disabled.
b. Display brightness dims.
c. Cellular transmission power is reduced.
d Apps dose, phone calls end, a temperature alert message appears.
e. Device powers off.
After the device has had a chance to cool, has it returned to normal operation?NoGo to step 2.
2. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the temperature issue resolved?NoGo to step 3.
3. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Is the temperature issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Burnt Smell/Odor
1. Check for safety issue.YesGo to step 2.
Determine whether there is a safety issue, such as fumes, excessive heat, or shock. Do not perform procedures that can be a safety risk to you or the user.
Can you proceed safely?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines. Escalate per safety procedures if user claims injury.
2. Identify odor source.DeviceDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Determine the source of the odor.
Is the odor coming from the device or an accessory?AccessoryAdvise user to discontinue use of the accessory. Replace Apple accessory. If user has a third-party accessory, refer to manufacturer for support.
Other Mechanical Issue
1. Verify whether any of the troubleshooting flows apply to the issue reported by the user.YesJump to appropriate troubleshooting flow.
NoEscalate through your usual channels for further troubleshooting support.
Software Issues
1. Verify device status.BatteryGo to step 2.
Plug the device into a known- good power adapter and cable to charge the battery. Allow up to 2 minutes for the device to respond.Trap
Identify if device woke up to the "battery trap" image (at left) or to an iOS screen, such as: •"slide to unlock"
• Apple Logo (startup)
• "connect to iTunes"
Did the device wake to "battery trap" or to an iOS screen?iOS ScreenGo to step 3.
2. Continue charging.YesGo to step 3.
Charge the device for up to an additional 10 minutes.
After 10 minutes, did the device wake to an iOS screen?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
3. Identify iOS screen.YesGo to step 4.
Identify if the device woke to "slide to unlock" rather than the Apple logo or "connect to iTunes."
Did the device wake to "slide to unlock?"NoGo to step 5.
4. Verify functionality.YesIssue resolved.
Determine if the device is still exhibiting the behaviors the user claimed were the initial issue.
Is the issue resolved?NoGo to step 5.
5. Restore with iTunes.YesGo to step 6.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Is the issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
6. Verify functionality.YesIssue resolved.
Determine if the device is still exhibiting the behaviors the user claimed were the initial issue.
Is the issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Alert Messages on Device or in iTunes
1. Inspect dock connector.YesGo to step 2.
Verify that the dock connector is clean and free of debris or damage. Clean or fix if possible.
Is the dock connection clean and free of damage?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
2. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the issue resolved?NoGo to step 3.
3. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Is the issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
App Issues
1. Diagnose unsupported apps.YesRestore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Use diagnostics to determine any apps that are unsupported on the device.Warning: This will delete all user data on the device.
Are there unsupported apps listed?NoGo to step 2.
2. Diagnose unresponsive apps.YesInstruct user how to quit processes on the device.
Use diagnostics to determine any apps that are unresponsive.
Are there unresponsive apps listed?NoGo to step 3.
3. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the app issue resolved?NoGo to step 4.
4. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes. If restore fails, attempt DFU restore.
Is the app issue resolved?NoIf failing app is NOT part of iOS, refer user to the app developer for support. Refer to Apple Support article HT1933: How to report an issue with your iTunes Store purchase.
If failing app is part of iOS, determine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Bluetooth Issues
1. Test device's Bluetooth.YesGo to step 3.
Go to Settings > General > Bluetooth and verify that you can power Bluetooth on/off.
Does Bluetooth successfully turn on and off?NoGo to step 2.
2. Restore with iTunes.YesGo to step 3.
Restore the device using the latest version of iTunes.
If restore fails, attempt DFU restore.
Warning: This will delete all user data on the device.
Go to Settings > General > Bluetooth and verify that you can power Bluetooth on/ofF.
Does Bluetooth successfully turn on and off?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Cellular Call/Text Issues
1. Identify carrier type.CDMAGo to step 2.
Identify whether the carrier uses CDMA or GSM.
Is the device running on a CDMA or GSM network?GSMGo to step 3.
2. Contact cellular carrier.YesIssue resolved.
Contact the carrier to update the Preferred Roaming List and verify that the account is active.
Is the cellular issue resolved?NoGo to step 5.
3. Reseat SIM card.YesIssue resolved.
Using the SIM removal tool, eject the SIM card tray and reseat the SIM card.
Is the cellular issue resolved?NoGo to step 4.
4. Test known-good SIM card.YesIssue resolved.
Substitute a known-good SIM card.
Is the cellular issue resolved?NoGo to step 5.
5. Reset network settings.YesIssue resolved.
Go to Settings > General > Reset > Reset Network Settings.
Warning: This will erase all stored Wi-Fi passwords.
Is the cellular issue resolved?NoGo to step 6.
6. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the cellular issue resolved?NoGo to step 7.
7. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes.
If restore fails, attempt DFU restore.
Is the cellular issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.
Cellular Data Issues
1. Identify carrier type.CDMAGo to step 2.
Identify whether the carrier uses CDMA or GSM.
Is the device running on a CDMA or GSM network?GSMGo to step 3.
2. Contact cellular carrier.YesIssue resolved.
From another phone, call the cellular carrier and verify that the user's account is active. Also perform any updates suggested by the carrier.
Is the cellular issue resolved?NoGo to step 7.
3. Verify that SIM is not locked.YesIssue resolved.
Go to Settings > Phone > SIM PIN. If SIM is locked, unlock it. Also see Apple Support article HT1316: iOS: Understanding the SIM PIN.
Is the cellular issue resolved?NoGo to step 4.
4. Reseat SIM card.YesIssue resolved.
Using the SIM removal tool, eject the SIM card tray and reseat the SIM card.
Is the cellular issue resolved?NoGo to step 5.
5. Test known-good SIM card.YesIssue resolved. User should contact carrier to verify account status.
Substitute a known-good SIM card.
Is the cellular issue resolved?NoGo to step 6.
6. Contact cellular carrier.YesIssue resolved.
From another phone, call the cellular carrier and verify that the user's account is active.
Is the cellular issue resolved?NoGo to step 7.
7. Reset network settings.YesIssue resolved.
Go to Settings > General > Reset > Reset Network Settings.
Warning: This will erase all stored Wi-Fi passwords.
Is the cellular issue resolved?NoGo to step 8.
8. Erase all content and settings.YesIssue resolved.
Go to Settings > General > Reset > Erase All Content and Settings.
Warning: This will delete all user data on the device.
Is the cellular issue resolved?NoGo to step 9.
9. Restore with iTunes.YesIssue resolved.
Restore the device using the latest version of iTunes.
If restore fails, attempt DFU restore.
Is the cellular issue resolved?NoDetermine if the issue is caused by accidental damage. Refer to the Visual Mechanical Inspection guidelines.