Printer Friendly

23/11/13 11:36

iOS Qualication Training - Foundations

Introduction & Course Map

This course is written for Apple iOS technicians and will prepare you to take and pass the timed, openresource iOS Qualication Exam (9L0-E06). The content maps directly to the exam and covers the communication and triage skills required to evaluate, isolate and resolve a customer's iOS device issues.

The iOS Device Qualication exam is an open resource exam which means you will need to use both the course content and linked resources such as GSX and Apple Service Training to nd the answers to the questions.

Course Lessons The course is divided into seven consecutive lessons which must be taken in order but need not be taken in one sitting. The total training time for all seven modules is ve hours.

iOS Qualication Training - Foundations This lesson describes Apple's iOS devices in terms of iPod, iPad and iPhone model di!erences and each device's features, functions and basic operations including backup, sync and restore. Also included is Apple's Warranty terms and conditions for your reference. The sections are:

Introduction Learning Overview iPad Models at a Glance iPhone Models at a Glance iPod Models at a Glance
about:blank Page 1 of 24

Printer Friendly

23/11/13 11:36

iPhone Setup Restore Backup Syncing Warranty Coverage

iOS Qualication Training - Evaluate This lesson begins the troubleshooting process with an introduction to customer interaction skills, including how best to engage the customer in order to identify and agree on the issue to be resolved. The Evaluate module continues by following the triage workow and discovery process from probing questions to diagnostics and Visual/Mechanical Inspection. VMI details the types of issues and modications that are covered in warranty, out of warranty and not covered at all. Included are video examples of how to get the best information from customers and how to position unwelcome news. The sections are: Customer Interaction Skills Workow Overview Begin Troubleshooting, Evaluate, Isolate and Resolve Attain Warranty Status Evaluate iOS Diagnostics VMI iPad VMI iPhone VMI iPod touch Unauthorized Modications iPad Unauthorized Modications iPhone Unauthorized Modications iPod touch Positioning a Refusal of Service

iOS Qualication Training - Isolate This lesson takes a deep dive into nding the root cause of the issue using the integrated troubleshooting circle model. It teaches you to focus on the cause by asking if the issue is device-related or not. Then, if the issue is with the device, is it hardware or software? If it's a hardware issue is it...? and so on, until you have isolated the issue and know how to resolve it. Also included is a list of frequent iOS device issues and their symptoms. The sections are: Isolate Frequent Issues: iPad, iPod touch and iPhone

iOS Qualication Training - Resolve This lesson details the Replace/Return/Repair process including documentation requirements, and provides a series of iOS device resolutions. It includes known quick xes, technician safety information, and video of repairs being performed. Additionally there is video of customer interactions that help you position a repair and avoid conict.

about:blank

Page 2 of 24

Printer Friendly

23/11/13 11:36

The course ends with video of a Fond Farewell that creates customer loyalty and underlines the business advantage of excellent customer service. The sections are: Resolve Replace/Return/Repair iPad Quick Fixes iPod touch Quick Fixes iPhone Quick Fixes Safety & ESD (electrostatic discharge) Prevention iPhone 5 Repairs iPhone 4/4S Repairs iPhone 3G/3GS Repairs Documenting the Issue and Its Resolution Fond Farewell Additional Resources

iOS 7 Training This lesson identies what is new and what is di!erent in iOS 7. You will also learn how to isolate and resolve issues on a device running iOS 7. This training is divided into the following sections: What's New What's Di!erent Settings Changes Troubleshooting Troubleshooting Activation Lock

iPhone 5c This lesson identies what is new and what is di!erent with iPhone 5c. This training is divided into the following sections: What's new and how to identify model di!erences. How to locate serial numbers. Safety precautions for imbedded batteries and glass ESD Precations Cleaning tips and what is safe to use. Troubleshooting iPhone 5c Component Serial number locations Take Apart tools and tips. Access additional resources

iPhone 5s

about:blank

Page 3 of 24

Printer Friendly

23/11/13 11:36

This lesson identies what is new and what is di!erent with iPhone 5s. This training is divided into the following sections: What's new and how to identify model di!erences. How to locate serial numbers. Safety precautions for imbedded batteries and glass ESD Precations Cleaning tips and what is safe to use. Troubleshooting iPhone 5s Component Serial number locations Take Apart tools and tips. Access additional resources

Learning Overview Lesson Objectives

Upon completion of this course you should be able pass the iOS Qualication Exam.

This course covers: Customer Interactions Skills Apple's iOS device features and functions Hardware and software troubleshooting and issue resolution

Specically, after this lesson, you should be able to: given a specied Apple product, describe the technical specications and related technologies for that product per Apple documentation activate cellular data/voice account on a supported iOS device demostrate the general functions of iOS on any given supported device restore an iOS device to factory-installed specications using the Apple website as resource, Identify the terms of the Apple warranty for a specic device

Audience

Prerequisites

Time Required

You will need...

about:blank

Page 4 of 24

Printer Friendly

23/11/13 11:36

Apple Authorized Service Provider Technicians

none

45 minutes

GSX Access

iPad Models at a Glance iPad with Retina display Overview

Learn the features and functions of Apple's iPad models at http://www.apple.com/ipad/

iPad mini Overview

about:blank

Page 5 of 24

Printer Friendly

23/11/13 11:36

iPad 2 Overview

iPad 2

Wi-Fi + Cellular SIM iPad supports fast cellular networks around the world including LTE (Long Term Evolution) networks. Customers can download content, stream video, and browse the web at very high speeds. If a location has no LTE network, fast access is secured via GSM/UMTS networks including HSPA, HSPA+, and DC-HSDPA.

A data plan is required. LTE is available in select markets and through select carriers. Customers should check with individual carriers for details. Speeds will vary based on site conditions.

about:blank

Page 6 of 24

Printer Friendly

23/11/13 11:36

iPad- Ports, Buttons and Connectors

A - FaceTime HD Camera - (Not present on original iPad) B - On/o! - Sleep/Wake C - Silent/Screen rotation lock D - Volume up/down E - Home

F - Microphone G - 3.5-mm stereo headphone minijack H - Lightning connector (30-pin dock connector on iPad 2) I - Built-in speaker J - iSight Camera (Not present on original iPad)

iPhone Models at a Glance

Learn the features and functions of Apple's iPhone models at http://www.apple.com/iphone

iPhone 5

about:blank

Page 7 of 24

Printer Friendly

23/11/13 11:36

iPhone 5

iPhone 4 and iPhone 4S

about:blank

Page 8 of 24

Printer Friendly

23/11/13 11:36

iPhone 4 and iPhone 4S

iPhone 4 and iPhone 4S Model Di!erences iPhone 4 and iPhone 4S models are visually di!erentiated by: 1. The presence or lack of a SIM card tray. iPhone model iPhone 4 (CDMA model) iPhone 4 (GSM model) iPhone 4S 2. The di!erent positioning of joints on the metal band (see all images below). SIM card tray No Yes Yes

about:blank

Page 9 of 24

Printer Friendly

23/11/13 11:36

iPhone 3G and iPhone 3GS

about:blank

Page 10 of 24

Printer Friendly

23/11/13 11:36

iPhone 3G and iPhone 3GS

iPhone (original)

about:blank

Page 11 of 24

Printer Friendly

23/11/13 11:36

iPhone (original)

iPhone (original), iPhone 3G, and iPhone 3GS Model Di!erences

about:blank

Page 12 of 24

Printer Friendly

23/11/13 11:36

iPhone (original), iPhone 3G, and iPhone 3GS Model Di!erences

iPod touch Models at a Glance

Learn the features and functions of Apple's iPod models at http://www.apple.com/ipod

iPod touch (5th generation)

Buttons and Functions

Physical Controls Function Press the Home Button to: Return to the main Home screen Wake iPod

Home Button

Press the Sleep/Wake button to:

about:blank Page 13 of 24

Printer Friendly

23/11/13 11:36

Lock iPod Wake iPod Sleep/Wake Button Press and hold the Sleep/Wake button to: Turn o! iPod Turn on iPod Press the controls to turn the iPod volume up or down Press and hold volume down to mute all sound Press button to release latch for iPod lanyard

Volume up/down

Lanyard Button

Wireless Connectivity With iPod touch (5th generation) you can use the following wireless technologies: iPod touch (5th gen) Wireless Wi-Fi (802.11 a/b/g/n) Bluetooth 4.0 technology Provides short-range wireless connectivity with compatible accessories and devices such as Bluetooth stereo headsets and headphones, and peer-to-peer connectivity for App Store applications. For information on Bluetooth supported proles, refer to Apple Support article HT3647: iOS: Supported Bluetooth Proles.

Wi-Fi

Bluetooth

iPod touch (4th generation)

Buttons and Functions Physical Controls Function Press the Home Button to: Return to the main Home screen Wake iPod

Home Button

Press the Sleep/Wake button to: Lock iPod

about:blank

Page 14 of 24

Printer Friendly

23/11/13 11:36

Wake iPod Sleep/Wake Button Press and hold the Sleep/Wake button to: Turn o! iPod Turn on iPod Press the controls to turn the iPod volume up or down Press and hold volume down to mute all sound

Volume up/down

Wireless Connectivity With iPod touch (4th generation) you can use the following wireless technologies: iPod touch (4th Wireless gen) Wi-Fi Wi-Fi (802.11 a/b/g/n) Bluetooth 2.1 + EDR Bluetooth For information on Bluetooth supported proles, refer to Apple Support article HT3647: iOS: Supported Bluetooth Proles.

iPhone Setup Setting up and activating iPhone To set up and activate iPhone, turn on iPhone and follow the Setup Assistant which walks through the setup process. This includes: connecting to a Wi-Fi network creating an Apple ID setting up iCloud turning on Location Services/Find My iPhone Additionally, a restore can be completed from an iCloud or iTunes backup during setup. Activation can be completed over a Wi-Fi network or, with iPhone 4S or later, over a carriers cellular network (not available in all areas). If neither option is available, connect iPhone to a computer running iTunes for activation. Connecting iPhone to your computer

about:blank

Page 15 of 24

Printer Friendly

23/11/13 11:36

You may need to connect iPhone to a computer in order to complete activation. This also allows you to sync information, music, and other content with iTunes. To connect iPhone to a computer, use the Lightning to USB Cable (iPhone 5) or Dock Connector to USB Cable (earlier iPhone models) provided with iPhone.

Restore Restoring iOS software Before restoring: Verify the device is functioning. Transfer and sync content to your computer. Restoring your iOS device 1. Connect the device to a computer. 2. Select iPhone, iPad, or iPod touch when it appears in iTunes under Devices. Select the Summary tab, and click the Restore button.

3. Click Restore.

4. After a restore, the iOS device restarts. You should then see "Slide to set up". Follow the steps in the iOS Setup Assistant. 5. If needed, restore your device from a previous backup.

Backup Backup

about:blank

Page 16 of 24

Printer Friendly

23/11/13 11:36

Information that may be backed up includes purchased music, TV shows, apps, and books**; photos and video; device settings; Home screen and app organization; Messages, ringtones, and more. Media les synced from your computer arent backed up, but can be restored by syncing with iTunes.

** Backup of purchased music and TV shows is not available in all countries. Previous purchases may not be restored if they are no longer in the iTunes Store, App Store, or iBookstore.
Backup using iCloud iCloud automatically backs up the most important data on your device using iOS 5 or later. After you have enabled Backup on your iPhone, iPad, or iPod touch in Settings > iCloud > Backup & Storage, it will run on a daily basis as long as your device is: Connected to the Internet over Wi-Fi Connected to a power source Screen locked
Back up manually whenever your device is connected to the Internet over Wi-Fi by choosing Back Up Now from Settings > iCloud > Storage & Backup.

How to restore from a backup While in Setup Assistant on a new device using iOS 5 or later, choose "Restore from iCloud Backup" and enter your iCloud account and password. You will see the three most recent backups for each of the devices on which Backup was enabled. Choose the desired backup. If the home screen icons appear on the device and you wish to restore from an iCloud backup, erase the device (by going to Settings > General > Reset > Erase All Content and Settings). When prompted to set up as either new or to restore from a previous backup, select Restore from iCloud Backup. Enter the AppleID and password when prompted.

After a device restarts, settings and accounts are restored and Backup starts downloading purchased music, TV shows, apps etc. For best battery performance, leave the device connected to a power source until the restore is complete. You may be prompted to enter the passwords for all accounts enabled on your device. A progress bar will appear underneath the apps being downloaded. To prioritize the restore of a specic app, tap its icon. Restore will attempt to download the same version of the app that was installed previously. If that version is no longer available, the latest version of the app will be restored. To check if the restore is complete, go to Settings > iCloud > Storage & Backup. Backup using iTunes iTunes can create backups of your iOS device when you: Sync with iTunes (disabled if you have iCloud backup turned on) Right-click (or Control-click) the iOS device in iTunes under Devices and choose Back Up
about:blank Page 17 of 24

Printer Friendly

23/11/13 11:36

Use these steps to manually back up your iOS device using iTunes: 1. Connect your iOS device to a computer with the latest version of iTunes installed. 2. Click the File menu and select Devices > Back up. Or 1. Connect your iOS device to a computer with the latest version of iTunes installed. 2. Open the iOS device's Summary tab. There are two ways to access this: Click the device button in the upper right corner. (If viewing the iTunes Store, click the Library button in the upper right corner. The device button will then be visible.)

From any view in iTunes, click the View menu and select Show Sidebar. Select your iOS device in iTunes under Devices. 3. Click the Back Up Now button.

about:blank

Page 18 of 24

Printer Friendly

23/11/13 11:36

To verify that the backup nished successfully, open iTunes Preferences and select the Devices tab. The name of the device will appear along with the date and time the backup was created.

How to restore from a backup To restore information from a backup, use one of the following methods after connecting your iOS device to the computer with which you normally sync: Click the File menu and select Devices > Restore from Backup. Or Open the iOS device's Summary tab. There are two ways to access this: Click the device button in the upper-right corner. (If viewing the iTunes Store, click the Library button in the upper-right corner. The device button will then be visible.) From any view in iTunes, click the View menu and select Show Sidebar. Select your iOS device in iTunes under Devices. Click the Restore Backup button.

about:blank

Page 19 of 24

Printer Friendly

23/11/13 11:36

Syncing Setting up syncing Before setting up syncing, download and install the latest version of iTunes. Wi-Fi syncing requires iTunes 10.5 or later and iOS 5 or later. If the iOS device does not appear in the Devices section or if you are unable to sync, please see this article for troubleshooting.

USB syncing

1. Open iTunes. 2. Connect the iOS device to the computer using the included USB cable and select it in iTunes under Devices on the left-hand side. 3. You can congure the di!erent content types in each tab, for example, Movies under the Movies tab. 4. To sync, click Apply, in the lower-right corner of the screen.

Wi-Fi syncing

about:blank

Page 20 of 24

Printer Friendly

23/11/13 11:36

1. Open iTunes. 2. To set up Wi-Fi syncing, connect your iOS device to your computer with the included USB cable. Select your device under Devices on the left-hand side. 3. In the Summary tab, select "Sync with this [device] over Wi-Fi". 4. Whenever the computer and the iOS device are on the same network, the iOS device will appear in iTunes, and you can sync it. The iOS device will sync automatically when all of the following are true: The iOS device is plugged in to power iTunes is open on the computer The iOS device and the computer are on the same Wi-Fi network 5. While the iOS device appears in the left column of iTunes, you can select the content tabs and congure sync options. 6. Click Apply or Sync to sync the iOS device. Syncing manually If you don't want to sync music content to the device automatically, you can set up manual syncing. For manual management of content with multiple computers see this article. 1. Connect your device to your computer and open iTunes. 2. Select your device in the Devices section on the left side of the iTunes window. 3. In the main iTunes browser window, select the Summary. 4. Select the option to "Manually manage music and videos" or "Manually manage music." This will deselect the automatic sync settings for the Music, Movies, and TV Shows tabs.

about:blank

Page 21 of 24

Printer Friendly

23/11/13 11:36

5. Click Apply. 6. To add music, audiobooks, movies, podcasts, or TV shows manually, choose one of these categories under Library on the top-left of the iTunes window. 7. Select and drag items you want (to choose multiple items, Command-click items using a Mac or Control-click items using Windows), then drag them onto your device icon under Devices. 8. To add a playlist, select it from the left side of the iTunes window and drag it onto the device in the same way. 9. When you are ready to disconnect the device, you may do so without ejecting it. An iOS device doesn't need to be ejected before disconnecting it.

Syncing music with Autoll When the "Manually manage" option is enabled, you can use Autoll to quickly sync audio content from a music library or a selected playlist. Autoll settings allow you to adjust how songs are selected for syncing as well as allocate space for disk use. To use Autoll, make sure the iPhone, iPad or iPod touch is set to manually manage music using steps 1 through 5 above, and then follow the steps below. 1. Select your device in the Devices section on the left side of the iTunes window. 2. Click the disclosure triangle next to the device icon to reveal the contents of the device. 3. Click Music, under the device. 4. Select the Music library and review the Autoll settings at the bottom of the main iTunes window. 5. When you click the Autoll button, iTunes will automatically sync as much music as possible to your device. If the playlist you selected contains more music than your device can hold, Autoll will sync a subset of the music. The iTunes LCD will display the sync progress and notify you when the sync is complete. 6. When you are ready to disconnect your device, you may do so without ejecting it. An iOS device doesn't need to be ejected before disconnecting it.

7. Select the Music library and review the Autoll settings at the bottom of the main iTunes window. 8. When you click the Autoll button, iTunes will automatically sync as much music as possible to the device. If the playlist you selected contains more music than the device can hold, Autoll will sync a subset of the music. The iTunes LCD will display the sync progress and notify you when the sync is complete.

about:blank

Page 22 of 24

Printer Friendly

23/11/13 11:36

9. When you are ready to disconnect your device, you may do so without ejecting it. An iOS device doesn't need to be ejected before disconnecting it.

Warranty Coverage Issues Covered Under Hardware Warranty Apple covers defects in materials and workmanship on iOS devices under normal use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser.

Warranty exceptions may apply for customers with AppleCare+ (where available).

Issues Not Covered Under Hardware Warranty This warranty does not apply to: Damage caused by use with non-Apple products Damage caused by accident, abuse, misuse, liquid, re, earthquake or other external causes Damage caused by operating the product outside the permitted or intended uses described by Apple Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Apple or an AASP Unauthorized Access: A product or part that has been modied to alter functionality or capability without the written permission of Apple Consumable parts, such as batteries or protective coatings designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports Any Apple serial number has been removed or defaced Specic examples of failures or damage not covered under the warranty include: Damage caused by intentional separation, opening, or disassembly of enclosure Damage or operational failure caused by the removal and re-insertion of external and internal screws or parts Damage caused by punctures or holes in the outer case Cracked glass or LCD resulting from external cause (see Service Classication Tables for Visual Damage) Damage or failure caused by external force Damage or failure caused by liquid Damage or failure caused by wet or dry chemicals (such as gasoline, acid, corrosives), dust, soil, or

about:blank

Page 23 of 24

Printer Friendly

23/11/13 11:36

foreign matter Damage or failure caused by external heat or re (internal heat damage is covered unless as a result of an external cause) Cosmetic damage from external causes, including dents, abrasions, scratches on case, discoloration, cracking, peeling of metal or plastic parts of enclosure

Begin next lesson Click the Link below to begin iOS Qualication Training - Evaluate iOS Qualication Training - Evaluate

Copyright 2013, AppleCare

about:blank

Page 24 of 24