iOS Diagnostics User Guide

For Version 1.0 October 6, 2010 Author: Retail Service Operations

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Introduction
iOS Diagnostics is an internal web service used by Family Room staff to gather and use diagnostic information during Genius Bar appointments for all Apple mobile devices running iOS 4.1 or greater.

This diagnostic service, which requires the customers informed consent, sends diagnostic information to Apple. The results of the diagnostic testing can be shared with the customer, using marketing approved positioning.

This user guide provides instructions for the installation and use of iOS Diagnostics. In addition, responses you can use with customers to explain the outcome of the diagnostics are provided below.

At a Glance
iOS Diagnostics was designed to reduce session time by eliminating a Genius Bar touch point for most small device appointments.

Wireless
The customer device sends its log to an Apple server. The Family Room device grabs the log from that server. Any connection to the internet will work.

Fast
Scans take less than 10 seconds to perform.

Full Featured
iOS Diagnostics provides the same analysis and output as Behavior Scan.

Open in MobileGenius
After the scan is complete, iOS Diagnostics can begin a repair session for you, negating the need to manually enter the customers serial number -- a big time saver!

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Using iOS Diagnostics

iOS Diagnostics should be used during every Apple mobile device session possible. When used properly, it will provide useful information for troubleshooting and behavior explanation. Some devices may not be presented in a condition allowing diagnostic testing including physical damage, no power, etc. In these cases, you may complete the appointment without scanning the device.

Step 1 - Open iOS Diagnostics

In Safari, go to https://iosdiags.apple.com/

Step 2 - Testing a customers Apple mobile device

Tap Continue A ticket number will be created for this session. . Tap Send to send an email with a link to iOS Diagnostics on the customers device. If the customer does not wish to receive an email, open Safari on their device and and go to diags://[TICKET_NUMBER] If the ticket number is not included with the URL, a keypad will be displayed. Enter the ticket number and tap Next

Step 3 - Document informed consent

This diagnostic service sends diagnostic information to Apple which requires the customers informed consent. All information is sent to Apple using a secure connection. Have the customer review the terms and tap Send to Apple

Step 4 - Complete the survey

Once the log has been received, the Family Room device will display the device name and serial number. Tap Continue Answer the question Why Has the Customer Made This Appointment? If there is no appropriate answer, use Other and describe the reason(s) for the appointment. If multiple answers are appropriate, select as many as are relevant. The survey questions are useful for two reasons. First, knowing the most common selections helps Apple improve iOS Diagnostics and the products it supports. Second, the service uses the survey questions to provide issue-specific information in the results, which should help with the customers visit. Tap Continue

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The application will contact Apple and then display the results of analyzing the device.
Note: if you use the service for testing, for instance plugging in your own device to see what the response is like, please select Other and enter test as the reason. Provided you do this, we encourage you to test the application to become familiar with it.

Step 5 - Evaluate the Results

The results page will provide usage and call statistics (if applicable) as well as a detailed analysis of logged events. iOS Diagnostics is intended to help you more confidently drive your feedback to your customers about what's going on with their Apple mobile device, though some results can provide strong indicators of the presence (or lack of ) an issue. Use the responses shown below when discussing the results with the customer. You can choose to, but are not required to, show the results to the customer on the screen. The results should never, however, be printed or e-mailed. If a customer wants documentation of their results, create a Basic Troubleshooting record in MobileGenius to document the results and provide the customer with the repair number. Read over the information the provided on the Final Results page and use this to inform your discussions with the customer.

Step 6 - Open in MobileGenius

If you need to create a repair record, just tap Open in MobileGenius on the results page.

Analyzing Results
The results page describes possible contents of the analysis results. The results page is recognizable from its title, iOS Diagnostics Results The page comprises two to four sections, . depending on the device analyzed and survey choices selected: Battery Health Usage Statistics Call Statistics Thermal Statistics Detailed Analysis

Although the results for a particular customer visit are not confidential, the detailed descriptions of the response contained in this document are Internal Only and Apple Confidential.

Battery Health
1. Condition - The first line in the Battery Health section reports the condition of the battery. This test uses the same metrics as the Notebook Battery Diagnostic, so that you can rest assured its results are accurate. A green Normal indication is shown when battery operation is normal. A yellow Replace Soon status displayed when the battery has surpassed the maximum

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number of full charge and discharge cycles and may no longer retain up to 80% of its original capacity. If the battery no longer holds sufficient charge to meet customer's needs, they may choose to replace it. A red Service indication is displayed when the battery is not operating properly. Inwarranty or out-of-warranty battery replacement recommended.

Usage Statistics
1. Restore Date The first line in the Usage Statistics section reports the time at which this device was last restored. A restore occurs as part of a software upgrade. Users can also restore their devices manually. The restore may or may not have been from a backup. This is also the date at which the device began collecting their diagnostic data used in this report. If the date of restore is too recent, the service will not have enough data to provide the complete analysis results. 2. Serial Number The full serial number of the device is shown following the restore time. 3. Open in MobileGenius Tapping this link will open MobileGenius and paste the serial number of the device scanned, saving time and reducing data entry errors. 4. Time Since Last Full Charge This next section provides the usage data, current as of when the device was plugged in for analysis. This is the same information you can view on iPhones by opening Settings and touching Usage. The times given are not always reliable indicators of the devices performance. In particular, if the device has been plugged in at all since the last full charge, then little can be concluded from these numbers because they may have been lengthened by the additional charging provided to the device. This situation is indicated by the string iPhone/ iPod touch has been plugged in since last full charge. In these cases, the Settings application on the iPhone displays the same message. 5. Longest time in the last two weeks After the current usage data, the results page presents historical usage data. The service analyzes the overall usage times recorded by the device and presents the maximum values recorded in the last two weeks (or the time since restore, whichever is shorter).

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These values indicate the maximum usage and standby times recorded between any two charges. That is, the device was not plugged in to power at any point during the times reported. The usage and standby numbers are calculated independently. Because the two times are calculated independently, they have the potential to indicate an issue with the device. If the two times are exactly equal in length and end at the same time, the device did not sleep at all for that time period. This is unlikely to occur under normal usage and behavior. For devices running iPhone OS 2.1+, the remaining battery charge level at the time the period ended is reported as well. 100% corresponds to a full image on the charging screen of the device. Because most users usage patterns do not cause the battery to be completely drained at the end of use, the remaining battery level can be used to estimate how much additional time the device may have lasted after the recorded period.

Call Statistics
The next major section of the results page contains details about call statistics. Call drops are shown for each day as a percentage of call attempts. Two classes of events are recorded: dropped calls and modem resets. This diagnostic service does not collect or record general call usage information such as call lengths or successful phone calls. Also, not all modem resets impact phone calls. 1. Dropped Calls By Day This line item counts all calls in the past two weeks (or since restore) that were terminated with an error other than a modem reset (see below). The cause may have been lack of cellular network coverage, a weak signalin general anything other than a busy signal or one of the parties hanging up on the call. Calls that end with a Call Failed message are also counted as dropped calls. Missed (incoming) calls are counted as successful calls if no error occurs. The result is reported both as a percentage of all the calls attempted and as a raw number. It is important to interpret the result in light of both. One failure out of two calls will show a high percentage of dropped calls (50%), but the number of actual failures is trivially low (1).

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Further information about interpreting dropped calls is given in the text in the Detailed Results section, if a call-related option is selected in the survey. For performance reasons, iOS Diagnostics call reports are saved after each day is complete. (To be precise, the report is saved upon the first call made on a day which is different from the day on which the report is begun.) This is why the call drop data is no more recent than yesterday in the result display. If the data is less recent than yesterday, with the customers permission, you may place a brief call on the device. This will cause the prior days data to be saved and immediately available to iOS Diagnostics. Certain events can cause the number of calls recorded to be inaccurate for a given day. If the device spontaneously restarts, or the user executes a two-finger reset of the device, then some call data may be lost. This data may include all calls made on that day up to the point of the reset, or all calls made the previous day (strictly speaking, all calls made on the last day with calls before the resettypically, thats the day before).

2. Modem Resets This line item counts the modems reset events. Much like the rest of the system, the modems functionality is supported by software. If that software crashes, then the modem is reset to resume normal operations. This may or may not be apparent to the user. If the phone is idle or sleeping (charging overnight, for example), then the reset will probably go undetected. However, if one of these events occurs while a call is active, it will result in the termination of the call. In such a case, the system may not be able to report the call, so the attempt may not appear in the Dropped report. Because modem resets are software events, much like application crashes, they are highly dependent on the user scenario. For a modem, the scenario includes the location, cellular network status, plus what the user is doing with the device (which may nothing). Therefore, like application crashes, the number of modem resets experienced by users can very widely. Neither low nor high numbers of resets are necessarily indicative of a hardware problem. That notwithstanding, extremely high numbers (hundreds per month) would be interesting to Software Engineering. Please document any such cases for escalation.

Thermal Statistics
(iPhone 3G, iPhone 3GS, iPhone 4 and iPad only)

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Thermal statistics will be shown only if the device has reached the minimum temperature for a thermal report to be generated. In these cases, if the device is awake, the user may see the thermal warning screen. If this section is not shown, the device, when powered on, was cooler than the temperature warning level. All thermal events recorded in the last two weeks (or since restore, whichever time is shorter) are reported. The statistics section reports three pieces of data: 1. High Temperature The highest internal sensor temperature recorded by the device. The actual temperature of the case depends on which sensors value is used in the report and environmental conditions. Typically, the external temperature of the iPhones case is 0 - 10C lower than the temperature reported in the thermal statistics section. The example given in this document shows a sensor temperature of 29.2C. This was a report generated for this documentation. In practice, the thermal statistics will not be shown for a device whose maximum reported temperature is so low, because the device will not log its temperature at that level. 2. Number of temperature warnings The number of instances the temperature warning was active. If the customer sleeps and wakes the device, the warning will be shown again, but this may still be counted as one instance, if the device is still too warm. 3. Total time in temperature warning The sum of the time spent in all the reported temperature warning instances. This time corresponds to the amount of time the device was locked into the thermal warning.

Detailed Analysis
The final section of the results page presents the results of a series of tests run against the diagnostic information submitted by the device. Each result has a short title and an icon indicating its general category, alongside text with details and suggested steps. Not every test will report results for every device. However, fallback responses are also available. For each survey option that is checked, a response will always be shown, even if the associated tests all pass. This means that, for instance, you will see a report of spontaneous device resets (if you choose that survey option) even if the number of restarts for the device analyzed is zero. Always choose the survey answers most relevant to the customers appointment.

1. No Issues This response indicates that none of the tests triggered a response. The tests are not

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comprehensive, so Geniuses should run any other relevant diagnostics and discuss the issue(s) noted by the customer. 2. Too Little Data This response will be presented in two cases. If the device is running OS version 1.1.2 or earlier, it is unsupported for this diagnostic service. The device should be upgraded to the most recent version of the device software. If the device was recently restored and the limited diagnostic data that has been collected to analyze shows no problems.

3. New Software Available A more recent version of the device software is available and should be installed. Updates for iPod touch may not necessarily be free to the customer, so take this into consideration when presenting the update option for iPod touch devices. Software updates for iPhone are free, and we strongly recommend running the most recent release. 4. Frequent Application Crashes The application(s) noted have been observed to crash more frequently than some other devices. 5. Running out of Application Memory Certain application(s) have been terminated due to the device running out of application memory. Although this will appear to the user to be a crash, it is not a crash in the technical sense. The service will suggest steps based on which application(s) have been observed to have been terminated. There is a sub-case of this test that will report the device itself has run low on application memory. This situation can cause a wide variety of applications to be terminated because device resources are low. Restarting the device will free additional resources. 6. Third Party Application Diagnostic Unsupported applications were installed on this device at some point, although they may no longer be installed. This result will only be shown for if known jailbreak applications have logged diagnostic events. 7. Spontaneous Restarts This device has logged more spontaneous restarts (aka kernel panics) than normal which may indicate a hardware problem. 8. Unclean Shutdown Diagnostic This device has repeatedly been shut down using the two-finger reset. This method of rebooting can cause problems with the device. 9. Full Charge Diagnostic This device has never been fully charged since its last restore, and some time has passed since that restore. This result may simply document the customers typical usage pattern.

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10. Battery Life This result will be shown whenever the battery life option is selected in the survey. The result text gives guidance on improving battery life. 11. Device becomes too warm This result will be shown if the device becomes too warm option is selected in the survey and the device either does not support thermal reporting, or the device never became sufficiently warm to generate a thermal report. 12. Unresponsive Applications One or more applications running on the device were either aborted by the user, or by the operating system because the application became unresponsive. The applications affected are reported in the result. If the predominant case is that the user is aborting the applications, the result will suggest verifying that the user knows the proper way to quit applications. The result may be triggered by the customers typical usage pattern, or possible software issues in the affected applications. 13. Device is Unresponsive The device may have spontaneously restarted or restarted the application launcher because it or the operating system became unresponsive. 14. No Diagnostic Data This device is running an unsupported software release or an error has occurred in the diagnostic log collection.

Feedback to Engineering
AppleCare Engineering values your opinion of this diagnostic tool, and how it can help create greater customer satisfaction. Please take the time to provide feedback regarding the performance of the application and analysis results for any customer appointment. All feedback can be sent to behaviorscan@group.apple.com.

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