Learning in Hand - iPod Troubleshooting

Resetting Your iPod 
Resetting is like rebooting your iPod. You won't lose any songs, videos, or data files (though some settings may be reset). To Reset: press and hold the Menu and Select buttons together until the iPod restarts (older iPods may require you to press and hold the Menu and Play buttons for 6 to 10 seconds). When you reset iPod, your music, videos, photos, notes, and files are still saved. However, your iPod may loose some of its settings.

Retrying Your iPod 
Try a different syncing cable if your iPod is not syncing correctly. Also try a different USB port or a different computer.

Restarting Your Computer 
We all know that restarting the computer can many times fix our problems. It’s worth a try!Before you take any of these troubleshooting

Reinstalling Your iTunes and iPod Software 
Remove iTunes software and reinstall it from Apple.com. Make sure your iPod software is up to date by connecting your iPod to your computer. Click your iPod in the Source panel. Select the Summary tab. In the Version section click the Update button if the text indicates an update is available.

Restoring Your iPod 
Restoring completely erases iPod's hard drive. Attach your iPod and launch iTunes. Click your iPod under Devices. Click the Summary tab. Click the Restore button . After restoring, you can transfer your media files back to the iPod through iTunes. Unless you have backups for any files in iPod's hard disk storage, they are lost forever.

Advanced ipod troubleshooting

Just like any other device, you can troubleshoot problems with your iPod to avoid the hassle of going through a lengthy warranty or return process. By searching the Internet and Apple's web site, you may find a solution the problem your device is currently experiencing. Proceed with caution, not all fixes will work for your iPod, and you may cause more harm than good if you do something wrong during a troubleshoot session.

Just like your computer, an Apple iPod hard drive can run into problems of its own. Everything from bumping it against the wall, dropping it or leaving it in extreme hot or cold temperatures can cause the hard drive to fail. There are a few tips and tricks to try and get it to work again.

First, you can check the iPod for disc errors. You want to reset your iPod by holding in the center button and menu button for seven to ten seconds. Once it flashes back to the Apple logo, it will take a few seconds to load back up. During the load, the iPod automatically checks for any disc errors that might be present since last use. If you get a sad face picture on the display, you have some sort of error preventing your hard disk from loading properly.

While Apple suggest you do not use third party software to restore or defrag your iPod, various programs have been used to fix an iPod with disc errors. If you feel comfortable using one, it might just help, but if you do not want to risk it, the easiest way to go about solving this type of problem is retoring the iPod back to factory settings. If you go to iTunes and plug your iPod in, your main screen will have two options: Update or retore. Update allows you to update the firmware and other settings from Apple's web site wheres restore will reformat the hard drive disk in the iPod for a clean use.You will want to click the restore button to do just that. This will erase all information, music, photos and videos from your iPod and restore it to its original settings.

How do I change the battery?

Apple suggests that iPod users do not change the battery inside the device. In some cases, the battery is fused to the motherboard and opening the device can ruin the entire iPod. In other cases, the battery is just glued to the back casing, and you can easily replace or swap out batteries for a better one.

Many third party companies have created and designed new iPod batteries that last much longer than the lithium ion batteries that are used in the units now. In many cases, it is also cheaper than replacing the battery directly through Apple or buying a new iPod all together. Proceed with caution; replacing your iPod's battery can damage the unit and you may find yourself buying a new one if you do not know what you are doing when you crack open the device.

The first thing you want to do is purchase a new battery. Once it arrives, you will want to take apart the iPod casing. This can be the hardest part of installation. Depending on the iPod's generation, you may or may not be able to pry it open easily. Many iPod owners have suggested something like a guitar pick to open up the case; you do not want to use anything sharp, in case you slip, you do not want to damage the motherboard inside. Many battery installation kits come with the tools you need to open, install and put back together your unit. You want to work you away around the entire casing until it comes off.

Once you crack open the case, you want to lay the iPod on a non-scratch surface. Separate the two iPod parts, you will be able to point out the battery quickly from here. It is connected to the motherboard, you want to unplug the battery gently and lay it to the side. Plug in the new battery gently, and make sure it is connected securely. Lay the battery back down the same way you found the old one, and you will begin to put the cover back on. Lay the cover flat, and press down gently on all sides. Pick up the iPod and make sure the cover is on securely before continuing.

Finally, you will want to plug your iPod into a wall charger, and let it sit for four to six hours. Once it has charged, you will notice the difference in charge within a few days. If you encounter any problems, it may be a sign of a faulty installation, and you will want to contact the retailer where you purchased the replacement battery for further help or troubleshooting.

Apple does offer a warranty for battery replacement outside their one year limited warranty. This came about after several class action lawsuits that alleged Apple trumped up the capabilities of its batteries without actually testing it with real world music listeners. You can learn more at Apple's web site.

What do I do if my computer doesn't recognize the iPod?

If your computer does not recognize your iPod, you want to try the following steps: Make sure the hold switch is not on, make sure the battery is charged at least half-way and try resetting the unit to see if the Apple logo appears. If those do not work, let the iPod battery drain, recharge it, and see if that works. Again, if it does not, you will want to update the firmware by downloading the update from Apple's web site.

If these fixes do not work, it is possible a conflict may be occurring on your computer between the iPod and other USB or FireWire devices. Try a new or different USB or FireWire cable, first, and if that does not work, disconnect all USB and FireWire devices, including your keyboard and mouse, then, plug in the iPod and see if it works. If it does, one of your other devices is now conflicting with the unit, and you will want to go about trying to fix that conflict so you can potentially use both at the same time. Last but not least, try connecting the iPod to another computer and seeing if it is recognized.

What do I do if troubleshooting fails?

If you can not fix your iPod, you may want to contact Apple Support or visit their web site for the closest Apple store in your vicinity. Local consumer electronics stores may also have help for you, and you can always try and find a local store that repairs iPods if it falls outside your warranty. If you do not feel comfortable troubleshooting on your own, your best bet is to take it to somebody who has experience with the units so you do not cause more harm than good during your attempts to fix your iPod.

iPod troubleshooting basics and service FAQ

Symptoms

Having trouble with your iPod? These troubleshooting steps will show you the smoothest path to resolving your issue. Be sure to perform troubleshooting before having your iPod serviced.

Resolution

Start with these first

• Make sure that your computer meets the system requirements for the iPod.
• In some cases, simply updating to the latest versions of iTunes and iPod Software may resolve your issue.
• Visit the iPod Support page if you have questions about using your iPod or need help with an issue.
• Check out these helpful tutorials for more information on updating and troubleshooting your iPod.

Your iPod doesn't respond, won't turn on, or the display remains blank

If your iPod doesn't respond, is "frozen", won't turn on, or nothing appears on the LCD screen check for these possible causes:

• The Hold switch may be on. Check the Hold switch to make sure it's not in the locked position. Unlock it, and try using iPod again.

  

  Tip: Even if the Hold switch is already in the unlocked position, it's sometimes helpful to toggle it so it's locked and unlocked again.

• You may need to reset your iPod. Resetting your iPod does not affect your music or data files. 
   
• Your iPod's battery may not be charged. Plug your iPod in, wait for a moment, press a button to turn it on, and check the screen. Here are some easy steps to get the most out of your battery. Note: On recent iPod models, when the battery is completely empty, your computer may not recognize your iPod for up to 30 minutes even though it's connected and charging.

  

Songs do not transfer to your iPod

If you've recently downloaded the latest version of iTunes and songs do not copy to your iPod, your iPod may require a specific or later version of iPod software. Use iTunes 7 or later to determine if your iPod's software needs to be updated.

You see a folder icon with an exclamation point

Some iPod models require a specific or later version of iPod software. Try updating or restoring iPod. If you still see the exclamation point, try these additional troubleshooting tips. If you see a sad iPod icon with an exclamation point, see thisarticle.

iPod doesn't appear in iTunes, on the desktop, or in Windows Explorer

Several things could keep iPod from appearing in iTunes or on the desktop when you connect it to your computer. For Mac, find an answer here. For Windows PC customers, try these solutions.

"Do not disconnect" screen

The "Do not disconnect" screen is normal. Learn more about the disconnect screens.

The headphones don't work

If your iPod's headphones don't work or have static or garbled audio, try connecting them to any other 3.5 mm stereo headphone jack, like the one on your computer. If the issue with the headphones persists, replace them. For an iPod under warranty, you can order a replacement online. Otherwise, check out the cool headphones at the Apple Store. If the issue appears to be with the iPod, try resetting it. If that doesn't work, then restore iPod with the latest iPod software using iTunes 7 or later.

Gather information for service

To order service for your iPod, you'll need to know its serial number and purchase date. If service for your iPod is not covered under Apple's one-year limited warranty or AppleCare Protection Plan for iPod, there will be a fee.

How to get your iPod serviced

It's easy! Additional answers to common service questions can be found in the iPod Service FAQ.

• In North America, simply complete the online iPod service request form to receive service for your iPod or accessory. You can also schedule a service appointment with either an Apple Retail Store or an Apple Authorized Service Provider.
• In Europe, please schedule a service appointment with either an Apple Retail Store or an Apple Authorized Service Provider. Our online repair service is also available.
• In Australia, simply complete the online iPod service request form or schedule a service appointment with a local Apple Authorised Service Provider.

Important

1. If you use our online repair service, please provide an address where someone will be available to accept the service box or accessory.
2. If your iPod was personalized (engraved) by Apple, please use our online repair service, which is the only way to have a replacement iPod sent with the same personalization.

What is the status of my iPod repair?

Just go to our Repair Status page any time you want to find out the status of your iPod repair.

 

Additional Information

Additional information about service for your iPod is available in the iPod Service FAQ and the iPod out-of-warranty Battery Replacement Program FAQ:

• Australia
• Canada
• United Kingdom
• United States