iOS Qualification Training - Re solve

Introd uction & Course Ma p

This lesson is written for Apple iOS technicians and will prepare you to take and pass the timed, open-resource iOS Qualification Exam (9L0-
E06). This is lesson 4 of 7.

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.

Le sson Ove rvie w

Lesson Objectives

This lesson covers:

 Issue resolution
Repair
Safety
ESD
Documentation
Customer Interaction Skills

Specifically, after this lesson, you should be able to:

in a simulated environment, apply a systematic troubleshooting methodology to evaluate, isolate

and resolve issues in a given scenario with Apple products.
identify and practice ESD precautions within Apple standards.
identify the proper components to configure an ESD-compliant workstation according to Apple
procedural standards.
use the correct tools, equipment and procedures to properly configure an ESD-compliant
workstation on which to complete service and repairs according to Apple procedural standards.
correctly identify the effects of ESD damage on a given product.
apply Apple safety procedures to all aspects of the service business.
correctly identify, from a customer description, a safety issue as specified in the technical
documentation for that product.
describe and demonstrate the correct replacement of a given service part in an Apple product to
Apple safety standards.
identify and correctly respond to safety issues that might arise during the handling or repair of an
Apple product or service part according to applicable safety standards.
correctly demonstrate the proper and safe handling of batteries per Apple safety standards.
after completing a successful service repair, return a service Apple product to a customer in a
functional and presentable state
apply systematic troubleshooting methodology to correctly evaluate and isolate a given iOS device
issue to determine the correct resolution to the issue
use GSX to create and locate repair and case records so that customer interactions with the service
business are correctly maintained
identify and demonstrate positive words to set the tone of the customer experience.
identify and demonstrate examples of appropriate customer management skills.
 Audience Prerequisites Time Required You will need...

Apple Authorized iOS Qualification 45 minutes GSX Access

Service Provider Training - Isolate
Technicians

R e solve

R e solve : 5 R s

1. Recharge
2. Restart/Reset
3. Remove/Reset Settings
4. Reinstall
5. Restore
R e cha rge

Use the USB charger and a direct (not computer plug-in) power source.

R e sta rt

Restarting a device quits all the apps that are running on that device and restarts iOS. Refer to KB article HT1430.

R e move /R e se t Se ttings

By resetting and erasing settings, you bring the device to factory configuration.
This allows you to test a customers app with fewer variables. It can also resolve a number of network and cellular issues.
Make sure the customer has backed up all data.
If restarting doesnt solve the issue, reset the device. To reset, press and hold the Sleep/Wake button and the Home button at the same time for
at least 10 seconds, until either the Apple logo or the battery symbol appears. If the battery symbol appears, continue to charge device until it is
fully charged.

R e insta ll

Use iTunes to reinstall the software and restore the device's default settings.

Imp orta nt

Restoring iOS software deletes a customers information from their device, but doesnt erase it from their iTunes library.

T o up d a te softwa re :

1. Connect your iPod, iPhone, or iPad to a Mac or PC.

2. In iTunes, select the device (below Devices), and click the Summary button.
3. To see if a newer version of iPad software is available, click Check for Update.
4. To install the software, click Update.
R e store
T o R e store :

Press and hold the ON/Off Sleep/Wake button and the Home button for 15 seconds.
The device will power cycle twice.
Continue holding both buttons until the screen is off for 5 seconds.
Hold the Home button and connect the USB cable or Lightning to USB cable while holding down the Home button.
Wait until the 'connect to iTunes' graphic is displayed on the device.
Click OK when the Recovery Mode message is displayed on the computer.
Then click 'Restore'.
Wait until device completes the restore process (approximately 7 minutes).
Reconnect to iTunes to activate if needed.

E d uca te the Custome r

When the customer is mistaken, use the phrase turns out to avoid blaming them or making them look foolish. For example,
rather than say, Youre wrong, iPad with Retina display CAN take photos, say instead, It turns out iPad with Retina
display can take photos.

Other phrases that can be used like turns out to avoid saying no, or correcting the customer:

"I can see how youd think that, as it turns out......."

"It seems that..."

"The way it works is......."

"The way this shakes out......"

"As it happens......."

"The reality is......"

"What really happens....."

Le t the Custome r Do it! Doing is Le a rning

 Rather than demonstrate a task, talk the customer through the steps as he completes the operation.

Customers can sometimes become distressed and may challenge you when you tell them their device needs repair. There are several reasons:

You may fail to meet their expectations - the Customer didnt anticipate a repair, he thought hed simply get a new device.

Customers may be reluctant to part with a device especially if they rely on it for key communications or work projects.

Customers whose device is out of warranty may be reluctant to pay for a repair.

Its important to position a repair so the customer understands the issue and partners with you in finding a solution. The words you use matter.
Words can be tools that help people understand, convey a message gently, give information clearly and calm volatile situations. A good repair
recommendation always provides some way forward.

In poor recommendations, words can feel more like weapons when theyre used to refuse, disrespect, or discourage a customer. These are
often called "stop words".

Vid e o T utoria l: P ositioning a R e p a ir

The following video clips first show how NOT to position a Repair, then shows three better alternatives.
 Play

Position a Repair

Vid e o T utoria l: Conflict R e solution

Even if you have good customer service skills and have followed the WARMTH steps faithfully, there are times when feelings run high and
customers can become upset, angry, and frustrated. In the face of emotional behavior you should adopt a low-key approach.

Avoid stop words and inflammatory phrases such as:

get a grip
no
cant
wont
calm down
not my job
not authorized
not possible
it doesnt work that way
Use a 5 -ste p a p p roa ch

1. Try to find a way to say, Youre right and so endorse the customer.
2. Show genuine empathy
3. Stay calm
4. (If necessary) Describe how the specific behavior is affecting your ability to continue the conversation.
5. Propose an approach that refocuses the discussion.

For example: Youre right, Mary; this is a serious issue. Im sorry youre going to miss your deadline and I want to help, though Im having trouble
focusing when you shout. If tell you me what you were doing when your iPad shut down unexpectedly, Ill try to figure out what the issue is. OK?
Thanks!

Here are some good examples of diffusing conflict.

Play

Conflict Resolution
R e p la ce /R e turn/R e p a ir

R e p la ce

There are a number of issues that can be checked and resolved in the customer's presence. Replacement should not be your
first option.

Do Not R e p la ce a n iOS De vice for the Following Issue s:

Any issue related to device activation

Security software issues

iOS software issues or third-party app software issues

Caller ID issues

Cellular data issues

Dictation issues

Different phone number showing in iTunes or on device

Device not recognized in iTunes

Issues with setting up your email account

Issues with sending or receiving email

FaceTime issues

FaceTime activation issues

iCloud issues

iMessage activation issues

Incompatible or unsupported accessories

 Siri issues

SIM card or SIM PIN issues

SMS/MMS/iMessage issues

Syncing issues

USB connection issues

Voicemail issues

R e turn

Verify that the issue has been resolved.

Verify that no new issues have been introduced.
Verify that the device has passed diagnostics.
Complete documentation.
Communicate with the customer.

P e rsona lize d iP a d

If the customer has a personalized iPad, you will need to follow the replace or return procedures listed in KB article OP 4 0 .
Log into GSX and enter OP 4 0 as a search term. Then, go to section 3 . Se rvice P roce ss, and click the name of your country.

iP a d Quick Fixe s

Quick Fixe s: Sound

Click each link below to see complete troubleshooting steps for each issue.

Can't hear through speaker/Sound from the speaker is low or muffled

No sound through stereo headset
Quick Fixe s: Buttons/Switche s

Sleep/Wake button will not lock or unlock iPad

The Home button is slow to respond
The Home button is not working

Quick Fixe s: Ba tte ry

Battery does not charge from the iPad 10w USB Power Adapter (12w for iPad 4th generation)
Battery life seems short

Quick Fixe s: P owe r

Will not power on

Quick Fixe s: Disp la y

Display image issues

Display does not go into landscape mode
Display has no backlight or dark screen
Display does not adjust brightness automatically
Display shows a white screen

Quick Fixe s: WiFi/Conne ctivity

Not seen in iTunes/USB connection issues

No cell signal strength anywhere
Intermittent service in an area with good coverage
Basic troubleshooting
Wi-Fi issues

Quick Fixe s: SIM Ca rd

SIM card not detected by iPad

iP od touch Quick Fixe s

Ha rd wa re ve rsus Softwa re issue s

If this is a hardware issue please refer to Apple Support article TS2771: iPod touch: Hardware troubleshooting to learn how to
verify iPod touch hardware is working correctly.

Do not send a device in for service for:

Security software issues

Any issue related to device activation

iOS software issues or third-party app software issues

Dictation

Device not recognized in iTunes

Issues with setting up your email account

Issues with sending or receiving email

FaceTime

FaceTime activation

iCloud issues

iMessage activation

Incompatible or unsupported accessories

Syncing

USB connection

Ba ckup Use r Da ta
Before troubleshooting a users device, verify that the data is backed up to iCloud or to iTunes on the users computer.

Learn more about iCloud at www.apple.com/icloud.

 Imp orta nt

To avoid syncing a users device to a test computer, go to iT une s > P re fe re nce s > De vice s and select Prevent iPods,
iPhones, and iPads from syncing automatically.

For more information on backing up user data, refer to Apple Support articles:

HT1766: iOS: How to back up

HT4137: iOS: How to back up your data and set up as a new device
TS2529: iOS: Troubleshooting backup issues in iTunes

Common T roub le shooting P roce d ure s

This table is a summary of common troubleshooting procedures. Attempt quick fixes in the order listed below.

Imp orta nt

These steps may not be effective for all issues. Apply only the steps necessary to isolate and resolve the issue.

Quick Fix Action

Go to Se ttings > G e ne ra l > Softwa re Up d a te , if available; or use the latest version of iTunes
Up d a te
(www.itunes.com/download) to check for the latest iOS. Connect the device to the computer, go to iT une s > (De vice ) >
Softwa re
Summa ry and click the "Check for Update" button.

Cha rge Connect to a known-good power outlet to charge the battery. Use a known-good Apple USB Power Adapter and Lightning
Ba tte ry Connector to USB Cable. Do not charge via a computer port.

A 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.
R e sta rt 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.
 P e rform a re se t ONLY if una b le to d o a re sta rt.
R e se t
Press and hold both the On/off button and the Home button for at least ten seconds, until the Apple logo appears.

Force Quit a n
Press and hold the app until a red minus appears. Tap the red minus to quit the app.
Ap p

E ra se All
Erases all user content and settings. From the Home screen choose Se ttings > G e ne ra l > R e se t > E ra se All Cone nt
Conte nt a nd
a nd Se ttings. If possible, try this before a Restore since it is much faster.
Se ttings *

Erases all software and data, and then installs a fresh copy of iOS. Connect the device to the computer, go to iT une s >
R e store *
(De vice ) > Summa ry and click the "Restore" button.

R e cove ry
Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. Refer to the Service Guide for
Mod e
instructions.
R e store *

Device Firmware Update (DFU) allows you to perform a restore when a ll other attempts to restore the device fail. Refer to the
DFU R e store *
Service Guide for instructions.

* * * WAR NING : This will delete all user data and settings on the device. If saving content is important to the user, verify that
the data is backed up to iCloud or to iTunes on the user's computer.

iP hone Quick Fixe s

Ha rd wa re ve rsus Softwa re issue s

If this is a hardware issue please reference Apple Support article TS2802: iPhone: Hardware troubleshooting to learn how to
verify that iPhone hardware is working correctly.

Do not send a device in for service for:

 Any issue related to device activation

Security software issues

iOS software issues or third-party app software issues

Caller ID issues

Cellular data issues

Dictation issues

Different phone number showing in iTunes or on device

Device not recognized in iTunes

Issues with setting up your email account

Issues with sending or receiving email

FaceTime issues

FaceTime activation issues

iCloud issues

iMessage activation issues

Incompatible or unsupported accessories

Siri issues

SIM card or SIM PIN issues

SMS/MMS/iMessage issues

Syncing issues

USB connection issues

Voicemail issues

Ba ckup Use r Da ta
Before troubleshooting a users device, verify that the data is backed up to iCloud or to iTunes on the users computer.

Learn more about iCloud at www.apple.com/icloud.

 Imp orta nt

To avoid syncing a users device to a test computer, go to iT une s > P re fe re nce s > De vice s and select Prevent iPods,
iPhones, and iPads from syncing automatically.

For more information on backing up user data, refer to Apple Support articles:

HT1766: iOS: How to back up

HT4137: iOS: How to back up your data and set up as a new device
TS2529: iOS: Troubleshooting backup issues in iTunes

Common T roub le shooting P roce d ure s

This table is a summary of common troubleshooting procedures. Attempt quick fixes in the order you see listed below.

Imp orta nt

These steps may not be effective for all issues. Apply only the steps necessary to isolate and resolve the issue.

Quick Fix Action

Go to Se ttings > G e ne ra l > Softwa re Up d a te , if available; or use the latest version of iTunes
Up d a te
(www.itunes.com/download) to check for the latest iOS. Connect the device to the computer, go to iT une s > (De vice ) >
Softwa re
Summa ry and click the "Check for Update" button.

Cha rge Connect to a known-good power outlet to charge the battery. Use a known-good Apple USB Power Adapter and Lightning
Ba tte ry Connector to USB Cable. Do not charge via a computer port.

A 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.
R e sta rt 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.
 P e rform a re se t ONLY if una b le to d o a re sta rt.
R e se t
Press and hold both the On/off button and the Home button for at least ten seconds, until the Apple logo appears.

Force Quit a n
Press and hold the app until a red minus appears. Tap the red minus to quit the app.
Ap p

E ra se All
Erases all user content and settings. From the Home screen choose Se ttings > G e ne ra l > R e se t > E ra se All Cone nt
Conte nt a nd
a nd Se ttings. If possible, try this before a Restore since it is much faster.
Se ttings *

Erases all software and data, and then installs a fresh copy of iOS. Connect the device to the computer, go to iT une s >
R e store *
(De vice ) > Summa ry and click the "Restore" button.

R e cove ry
Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. Refer to the Service Guide for
Mod e
instructions.
R e store *

Device Firmware Update (DFU) allows you to perform a restore when a ll other attempts to restore the device fail. Refer to the
DFU R e store *
Service Guide for instructions.

* * * WAR NING : This will delete all user data and settings on the device. If saving content is important to the user, verify that
the data is backed up to iCloud or to iTunes on the user's computer.

Refer to the Additional Resources section of this training for links to all iPhone Service Guides.

Sa fe ty & E SD P re ve ntion

Ba tte ry Sa fe ty
iOS devices include a lithium-polymer rechargeable battery. Avoid exposure to heat and open flame. Do not puncture, deform, crush, or
incinerate as exposure to ingredients contained within or their combustion products could be harmful. During a fire, the battery may emit
irritating and toxic gases and aerosols may be generated by thermal decomposition and combustion.

Wa rning

If the battery is dented, punctured, or otherwise damaged, do not remove battery from iPhone. Reassemble and replace
whole unit.

Do not reuse or reinstall a battery after it has been removed from iPhone.

For more information regarding battery safety, refer to Apple Support article OP24: Safely Handling Lithium Ion and Lithium
Polymer Batteries.

Broke n G la ss Ha nd ling
iOS front displays and some iPhone backs are made of glass. The glass display could break if and iOS device is dropped on a hard surface,
receives a substantial impact, or is crushed, bent, or deformed. If the glass chips or cracks, do not attempt to remove the broken glass. Follow
these steps:

Wear gloves to protect yourself while handling a device with broken glass .
Cover the broken glass with clear packing tape.

Wha t Is E SD?

E SD sta nd s for e le ctrosta tic d ischa rge .

Static (as opposed to current) electricity is the result of an imbalance between negative and positive charges in an object. These charges can
build up on the surface of an object until they find a way to spark, i.e. are released or discharged. Your body can build up an electrostatic
charge that can be transferred to electronic components, which are very sensitive to damage from static electricity.
When working on iOS devices you need to stay "grounded" so you can't build up a charge and damage the electronic components.

E SD R isks
The discharge of static electricity near active electronic systems can cause memory corruption or temporary failures. It can cause irreparable
damage to sensitive chips and printed circuitry of electronic components that can result in hard-to-trace device behaviors.

While only a few volts of static electricity can damage an integrated circuit, you can pick up a static charge of several hundreds of volts by simply
walking across a room. The movement of you, your clothing, and the surrounding air combine to make this accumulation of charge possible.

This damage may not be readily detectable under conventional testing or use. Plastic utensils, polystyrene products, polyester clothing, and even
the ungrounded touch of your hand can carry sufficient electrostatic charges to damage electronic components.

ESD damage, even if accidental, prevents you from reaching your service goals:

to repair a customer's computer properly and quickly

to minimize repeat repairs (especially those due to latent component failures)

E SD G uid e line s

Handle all components by edges.

Ground yourself...except when the unit is plugged in.
Don't place components on metal surfaces.
Don't touch anyone while grounded.
Use static-shielded bags for storing components.
Keep non-conductors (polyester, vinyl, styrofoam) away from components.
70-90% humidity is good
Use ion generator if possible
Clean ESD mats regularly.

E sse ntia l Comp one nts

1. A cond uctive workb e nch ma t a nd ground cord . When properly

grounded, the workbench mat provides a safe place on which to set sensitive
components and equipment.
Such a mat consists of the following elements:
Layer of conductive mesh sandwiched between rubber layers.
1 megohm resistor in grounding connector on mat.
"Soapy" film on surface of mat allows charge to drain away.

2. A wrist stra p with a b uilt-in 1 -me gohm re sistor a nd ground

cord . The wrist strap grounds you so that you can safely touch sensitive
components without "zapping" them.

Cleaners for ESD mats restore the "soapy" film. Do not use solvent cleaners on ESD mats.

3. An e q uip me nt ground cord with a lliga tor clip s. This cord grounds
the equipment so that static charges cannot build up; the ground cord is
especially important when you are working on CRTs, which can build up static
charges even when they are not plugged in.

4. A ground p ola rity te ste r. The ground polarity tester verifies proper
grounding of power outlets.

Cle a ning P roce d ure s

R e q uire d T ools

Lighted otoscope (or lighted magnifying glass)

ESD-safe brush (922-9918)
ESD-safe tweezers
Microfiber cloth
iPhone 5 is used in the cleaning procedures examples. Cleaning procedures remain constant across iPhone models.

Never use compressed air to clean any part of an iPhone, as this can damage delicate components.

Dock or Lightning Conne ctor

Debris in the dock or Lightning connector can cause performance issues, such
as:
Unable to charge battery.
Device not recognized by iTunes/computer/accessory.

Cle a ning P roce d ure :

1. Power off iPhone (red slider)

2. Use a lighted otoscope or magnifying glass to inspect for debris.
3. Use an ESD-safe brush to delicately brush out lint or debris. Be careful
not to damage any metal contacts. Note : Avoid brushing debris into the
speaker or microphone, if present, on either side of the dock or Lightning
connector.
4. If needed, use ESD-safe tweezers to carefully pull out any large pieces of
lint or debris. Be careful not to damage any metal contacts.

He a d p hone /He a d se t J a ck
Debris in the headphone/headset jack can cause audio or functional issues, such as:

Device is stuck in headphone mode and no audio is heard from receiver (if present) or speaker.
Headphone audio is distorted (static or crackles) or is not functioning.
Headphone audio is only heard in one channel.
Headphone microphone has distorted sound or is no sound.
Headphone connector will not fit all the way into headphone/headset jack.
 WAR NING

WAR NING : Do not use long metal tools (such as screwdrivers or dental picks) while cleaning inside the headphone/headset
jack, as this could lead to battery puncture.

1. Use a lighted otoscope or magnifying glass to inspect for debris. Use an

ESD-safe brush to brush out lint or debris.
2. Use just enough bristles to fit inside the headphone/headset jack. Twist
the bristles to loosen and lift out debris.

Sp e a ke r a nd Microp hone

Debris blocking the speaker and microphone openings can cause audio
performance issues, such as:
Low or distorted volume audio from the speaker.
Muffled, low volume or distorted audio recorded from the microphone.

Cle a ning P roce d ure :

1. Use an ESD-safe brush to gently brush cover openings of the speaker

and/or microphone, if present. Note : Avoid brushing debris into the dock
or Lightning connector by brushing debris away from the connector.

R e ce ive r (iP hone only)

Debris blocking the receiver opening can cause audio performance issues,
such as:
Muffled, low volume or distorted audio through the receiver.

Cle a ning P roce d ure :

1. Inspect the receiver for loose debris.

 2. Use an ESD-safe brush to gently brush the cover mesh in the receiver
opening to remove debris. Ca ution:

Use extreme care to avoid damaging the microphone embedded within the
receiver opening.
Avoid using large sweeping motions across the glass, as this could lead to
scratches.

3. Use a micro-fiber cloth to clean away the loosened debris.

SIM T ra y

Dirt and debris around the SIM tray slot of the device can appear dirty and
cause issues, such as:
Difficulty opening/closing SIM tray.
Dirt and debris entering device when SIM tray is ejected and removed.

1. Eject SIM tray from device.

2. Use alcohol wipe to gently wipe around edges of SIM tray to remove dirt
from edges.
3. Use alcohol wipe to gently wipe around edges of SIM tray slot on device to
remove dirt from edge.
4. Inspect to verify dirt has been removed.
5. If any dirt still remains use alcohol wipe and repeat steps 2 and 3.

Loop Hold e r (iP od touch (5 th ge ne ra tion) only)

Debris blocking the loop holder can cause functional issues, such as:
Loop holder does not respond to touch.
Loop holder does not open/close.

1. Use an ESD-safe brush to delicately brush out lint or debris.

2. If needed, use ESD-safe tweezers to pull out any large pieces of lint or
debris.
iP hone 5 R e p a irs

Be fore You Be gin

Imp orta nt

Proper ESD precautions must always be used when opening an iPhone. Make sure you are working on a properly grounded
ESD-safe mat and are wearing a properly connected ESD-safe wrist strap.

For more information about ESD, refer to:

Apple Support article OP100: Electrostatic Discharge Precautions and Myths

AppleCare Service Training: ESD Precautions

Imp orta nt

iPhone parts are NOT interchangeable between models and damage will occur if the incorrect part is used.

Refer to the Additional Resources section of this training for links to all iPhone Service Guides.

R e fe r to iP hone Visua l/Me cha nica l Insp e ction (VMI) G uid e to d e te rmine if the d e vice ha s a ny a ccid e nta l
d a ma ge . Check for Liquid Contact Indicator (LCI) activation externally in the SIM tray slot before opening the device.

T ools
The following tools are required to service iPhone 5:

ESD-safe wrist strap

ESD-safe workstation
SIM Removal Tool 922-8417 or paperclip (size #1)
Nylon Probe Tool 922-5065
ESD-safe tweezers
Packing tape (provides a smooth surface for removal of the display)
Micro-fiber polishing cloth
SVC Tool Kit, Torque Driver 923-0245
SVC Tool Kit, Security IPR BIT, Halfmoon 923-0247
SVC Tool Kit, JCIS Bit, Halfmoon 923-0246
SVC Tool Kit, Torque Driver 923-0248
iPhone Battery Replacement Fixture 923-0075
Display Removal Fixture 923-0186

Note to Se rvice P rovid e rs a nd Ca rrie rs: Order Motorola DS6707 Scanner (Apple part #922-9230) through GSX.

SIM T ra y

The SIM Tray is located on the side of iPhone.

1. Power off iPhone
2. Insert the end of a SIM Removal Tool (922-8417) or a small thin paper
clip (size #1) into the hole on the SIM tray.
3. Push the tool straight in firmly until tray pops out.

Note orientation of the tray and SIM card prior to inserting into iPhone.

Op e ning the De vice

The iPhone must be opened but the display does not always need to be
removed for every internal repair. Refer to Opening Device for the proper
display removal procedure.

If the Display needs to be completely removed see: Disconnecting Display

Assembly

First Ste p s:
Refer to the Visual/Mechanical Inspection (VMI) Guide to determine any
accidental damage.
Remove any cases or screen protectors.
Observe ESD precautions.
Power off iPhone.

R e q uire d T ools:
iPhone 5 Battery Removal Tray (923-0315)
iPhone Torque Driver (923-0245)
Security Bit (923-0247)
Nylon Probe Tool (black stick, 922-5065)
iPhone 5 Display Removal Fixture (923-0186)

Ca ution: If display glass is broken, affix packing tape before removal to

prevent injury and scattering of glass. DO NOT let tape go over the edge of
display.

WAR NING : If battery is dented, punctured or otherwise damaged, ST OP !

Reinstall display assembly and replace whole unit.
 Be careful of the three stacked connectors. Pull the display up slowly and carefully.

Sim E j e ctor Arm

First Ste p s:
Remove SIM Tray
Open Device

R e q uire d T ools:

iPhone Torque Driver (923-0245)

JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers

1. Remove (1) cross-head screw (923-0169) from SIM Ejector Arm using
iPhone Torque Driver and JCIS Bit.
2. Remove SIM Ejector Arm with tweezers.

Watch the movie below and see the SIM Ejector Arm section of the iPhone
Service Guide for the remainder of the repair procedure.

Play

Sim Ejector Arm

Home Button Fle x Asse mb ly

First Ste p s:
Open Device
Disconnect Display Assembly

R e q uire d T ools:

iPhone Torque Driver (923-0245)

JCIS Bit (923-0246) for cross-head screws
Nylon Probe Tool (black stick, 922-5065)

Watch the movie below and see the Home Button Flex Assembly section of the
iPhone Service Guide for the remainder of the repair procedure.

Play

Home Button Flex Assembly Replacement

R e ce ive r R e p la ce me nt
First Ste p s:
Open Device
Disconnect Display Assembly

R e q uire d T ools:
iPhone Torque Driver (923-0245)
JCIS Bit (923-0246) for cross-head screws

Watch the movie below and see the Receiver section of the iPhone Service
Guide for the remainder of the repair procedure.

Play

Receiver Module Replacement

Vib e Motor R e p la ce me nt
First Ste p s:
Open Device
Disconnect Display Assembly

R e q uire d T ools:
iPhone Torque Driver (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers

Watch the movie below and see the Vibe Motor section of the iPhone Service
Guide for the remainder of the repair procedure.

Play

Vibe Motor Replacemen

Ba tte ry
First Ste p s:
Open Device
Disconnect Display Assembly
Review: TP328: Safety: Battery Handling

R e q uire d T ools:
iPhone Torque Driver (923-0245)
JCIS Bit (923-0246) for cross-head screws
Nylon Probe Tool (black stick, 922-5065)
iPhone 5 Battery Removal Tray (923-0315)
iPhone Battery Fixture (923-0075)

WAR NING : If battery is dented, punctured or otherwise damaged, STOP! Reinstall display assembly and replace whole unit.

WAR NING : Do not reuse or reinstall a loose battery or a battery that has been removed. Replace with new battery, or whole
unit when battery is unavailable.

See the Battery repair section of the iPhone Service Guide for the remainder of the repair procedure.

Sp e a ke r Mod ule
First Ste p s:
Open Device
Disconnect Display Assembly

R e q uire d T ools:
iPhone Torque Driver (923-0245)
JCIS Bit (923-0246) for cross-head screws
Nylon Probe Tool (black stick, 922-5065)
ESD-safe tweezers

Watch the movie below and see the Speaker section of the iPhone Service
Guide for the remainder of the repair procedure.

Play

Speaker Replacement
iP hone 4 R e p a irs

Play

iPhone 4/4S SIM Tray Video

 Play

iPhone 4/4S Back Cover Video

 Play

iPhone 4/4S Battery Repair Video

 Play

iPhone 4/4S Main Camera Test Video

 Play

iPhone 4/4S Main Camera Repair Video

 Play

iPhone 4 (GSM model) Vibe Motor Repair Video

 Play

iPhone 4S Volume Button Repair Video

iP hone 3 R e p a irs

For complete take-apart steps, refer to "iP hone 3 G S - Se rvice G uid e T a b le of Conte nts" in GSX.
iP hone 3 R e p a irs

Play

iPhone 3G/3GS Display Assembly Repair Video

SIM T ra y

1. Insert the end of a SIM Removal Tool or a small, thin paper clip into the hole
on the SIM tray.
2. Press firmly and push the tool straight in until the tray pops out.

Ca ution: Do not force the SIM tray into position, which could cause internal
damage to iPhone.

SIM E j e ctor Arm

T ools
iPhone Torque Driver (923-0031)
JCIS Bit (922-9947) for cross-head screws
ESD-safe tweezers

Docume nting T he Issue a nd Its R e solution

A Ca se vs. A R e p a ir
A ca se is created when an issue is resolved through troubleshooting. In other words, no part was required in order to address the issue.

A re p a ir is required if a customer's computer must be checked in and a part is required to address the issue. In GSX, users are now able to
document interactions with the customer regardless of part usage.

Its important to write good repair case notes. This can be challenging when youre busy or multitasking, or when the customer seems in too
much of a hurry to give you the details you need. Still, it's important to document the issue well because good notes:

Help the next technician who touches the repair.

Build a permanent and complete repair history for our customers products.
Create data that helps Apple engineers improve Apple products and customer service.
Create repair notes that act as legal documents.

Imagine you were the second tech to work on an iPhone repair and the notes said only:

Symptom: Broken
Steps to Reproduce: Verified
Repair Notes: Cosmetic Condition is OK

Its as though the first tech never worked on the repair! You have so little information youll have to start the whole troubleshooting process
again. A great waste of time and frustrating for the customer who is waiting to get the phone back.

Heres a better example of repair notes:

Symptom: iPhone wont turn on.

Steps to Reproduce:
Unit did not turn on initially
Plugged in to power adapter and got Apple logo
Charged for a few minutes
Connected to iTunes on tech desk machine
Detected in iTunes
Recommended that customer charge and set up in iTunes at home
Contact AT&T about activation

Repair Notes:
Cosmetic Condition: No apparent evidence of damage. Normal-use scuffs on bottom case. Display is aligned properly. No blemishes on display
glass.

For a screen-by-screen tutorial that shows you how to create and document a repair in GSX, click here:
http://service.info.apple.com/gsxadmin/en/Carriers_CreateRepair.pdf
Fond Fa re we ll

Build good customer relations and loyalty with a positive wrap-up and an invitation to return.

Thank the customer for choosing your business.

Try to customize the farewell with a detail about the issue.

For e xa mp le : "Thanks for stopping by, Joe. Please come back if you have another iPad question or if theres anything else we can do for you."

Watch these three video examples of a Fond Farewell:

 Play

Fond Farewell

Ad d itiona l R e source s

HT1747: iTunes: How to remove and reinstall the Apple Mobile Device Service on Mac OS X 10.6.8 or Earlier
HT1808: iOS Unable to update or restore
HT5163: iPhone and iPad: How to remove the SIM card
TS1398: iOS: Troubleshooting Wi-Fi networks and connections
TS1538: iOS: Device not recognized in iTunes for Windows
TS1567: How to restart the Apple Mobile Device Service (AMDS) on Windows
TS1591: iOS: Device not recognized in iTunes for Mac OS X
TS1702: iOS: Troubleshooting applications purchased from the App Store
TS2529: iOS: Troubleshooting backup issues in iTunes
TS2756: iOS: Resolving activation messages

More Informa tion

HT1212: iOS: Wrong passcode results in red disabled screen
HT1766: iOS: How to back up
HT2110: iOS: Understanding 'Erase All Content and Settings'
HT4137: iOS: How to back up your data and set up as a new device
HT4199: iOS: Recommended settings for Wi-Fi routers and access points
HT4211: iOS: Understanding multitasking
HT4946: iTunes: About iOS backups
GSX

Use ful We b site s

Apples iPhone web page details the features and functions of all the currently shipping iPhone models.

Apples iPad web page details the features and functions of all the currently shipping iPad models.

Apples iPod touch web page details the features and functions of all the currently shipping iPod touch models.

A comparison between all the currently shipping iPad models.

Technical specs for all the currently shipping iPad models.

Technical specs for all the currently shipping iPhone models.

Technical specs for all the currently shipping iPod touch models.

iPad User Guide

iPhone User Guide

iPod touch User Guide

AppleCare iPad Training course

AppleCare iPhone 5 Training course

AppleCare iPod touch Training course

iPad Battery Information

iPhone Battery Information

iPod touch Battery Information

VMI Guide for iPhone 3G/3GS, 070-2515

 VMI Guide for iPhone 4/4S, 070-3036

VMI Guide for iPhone 5, 070-3037

iPhone Quick Guide, 070-2392-H

Ne xt Le sson

Click link b e low to b e gin iOS 7 T ra ining

iOS 7 Service Training

Copyright 2014, AppleCare