IOS Device Qualification Training Module 1

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iOS Device Qualification Training Module 1Introduction & Course Map

This review is written for Apple iOS technicians and will prepare you to take and pass the timed, open-resource iOS Device Qualification Exam.

The content maps directly to the exam and covers the communication and triage skills required to evaluate, isolate and resolve a customer's iOSdevice issues.

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

Course Modules

The course is divided into four consecutive modules which must be taken in order but need not be taken in one sitting. The total training time for allfour modules is three hours.

Module 1: iOS Device Foundations This module describes Apple's iOS devices in terms of iPod, iPad and iPhone model differences and each device's features, functions and basicoperations including backup, sync and restore. Also included is Apple's Warranty terms and conditions for your reference. The sections are:

IntroductionLearning OverviewiPad Models at a GlanceiPhone Models at a GlanceiPod Models at a GlanceiPhone SetupRestoreBackupSyncingWarranty Coverage

Module 2: Evaluate the Issue This module begins the troubleshooting process with an introduction to the WARMTH customer communication model. WARMTH teaches you howbest to engage the customer in order to identify and agree on the issue to be resolved. The Evaluate module continues by following the triageworkflow and discovery process from probing questions to diagnostics and Visual/Mechanical Inspection. VMI details the types of issues andmodifications that are covered in warranty, out of warranty and not covered at all. Included are video examples of how to get the best informationfrom customers and how to position unwelcome news. The sections are:

WARMTH Customer Service ModelWorkflow OverviewBegin Troubleshooting, Evaluate, Isolate and ResolveAttain Warranty Status

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EvaluateiOS DiagnosticsVMI iPadVMI iPhoneVMI iPod touchUnauthorized Modifications iPadUnauthorized Modifications iPhoneUnauthorized Modifications iPod touchPositioning a Refusal of Service

Module 3: Isolate the Issue This module takes a deep dive into finding the root cause of the issue using the integrated troubleshooting circle model. It teaches you to focus onthe 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:IsolateFrequent Issues: iPad, iPod touch and iPhone

Module 4: Resolve the Issue This module details the Replace/Return/Repair process including documentation requirements, and provides a series of iOS device resolutions. Itincludes known quick fixes, technician safety information, and video of repairs being performed.

Additionally there is video of customer interactions that help you position a repair and avoid conflict.

The course ends with video of a Fond Farewell that creates customer loyalty and underlines the business advantage of excellent customer service. Thesections are:

ResolveReplace/Return/RepairiPad Quick FixesiPod touch Quick FixesiPhone Quick FixesSafety & ESD (electrostatic discharge) PreventioniPhone 5 RepairsiPhone 4/4S RepairsiPhone 3G/3GS RepairsDocumenting the Issue and Its ResolutionFond FarewellAdditional Resources

Learning Overview

Lesson Objectives

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

This course covers: The WARMTH model of Customer Experience SkillsApple's iOS device features and functionsHardware and software troubleshooting and issue resolution

Specifically, the course asks you to:Review the behaviors listed in the WARMTH model of customer engagement skillsReview video examples of open and closed questions in uncovering informationReview video examples of reflecting and summarizing customer statementsComplete a graphics-based and simulator-driven overview of iPad and iPhone settingsFollow the steps that describe the iPhone setupReview how to sync an iOS deviceReview how to back up an iOS deviceReview how to restore an iOS device to factory settings



Review the Systematic Troubleshooting ‘Circle’ model and the correct order of its Evaluate, Isolate and Resolve stepsLearn two methods for completing a diagnosticReview how to locate any prior device documentation and warranty status in GSX by entering the serial or IMEI numberComplete an online Visual and Mechanical Inspection of a device and learn how to determine if there is accidental damage or unauthorizedmodificationIf accidental damage or unauthorized modification is found, review a list of the circumstances under which the device might be covered bywarrantyLocate VMI documentation and related service repair information in GSXLearn how to test for the four major types of unauthorized modificationsReview video examples of flawed refusal of service statements and their better alternativesComplete a visual review of tools needed to configure a personal ESD workspace so as to minimize or eliminate the occurrence of electrostaticdischarge damageLocate ESD resources and tool information in GSXReview video examples of techniques that diffuse conflicted situationsReview video of iPhone take apartsReview video clips of poorly phrased “repair needed” statements, and their better alternativesReview a poorly written issue description and its better alternativeReview video clips of a fond farewell and invitation to return

Audience Prerequisites Time Required

Apple Authorized Service ProviderTechnicians none

3 hours total. Approximately 45minutes per module

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

http://www.apple.com/ipad/



iPad supports fast cellular networks around the world — including LTE (LongTerm 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+, andDC-HSDPA.

iPad 2 Overview

iPad 2

Wi-Fi + Cellular SIM

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

iPad- Ports, Buttons and Connectors

A - FaceTime HD Camera - (Not present on originaliPad)B - On/off - Sleep/WakeC - Silent/Screen rotation lockD - Volume up/downE - Home

F - MicrophoneG - 3.5-mm stereo headphone minijackH - Lightning connector (30-pin dockconnector on iPad 2)I - Built-in speakerJ - iSight Camera (Not present on originaliPad)

iPhone Models at a Glance



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

iPhone 5

iPhone 5

iPhone 4 and iPhone 4S

iPhone 4 and iPhone 4S

iPhone 4 and iPhone 4S Model DifferencesiPhone 4 and iPhone 4S models are visually differentiated by:

1. The presence or lack of a SIM card tray.

http://www.apple.com/iphone



iPhone model SIM card tray

iPhone 4 (CDMA model) No

iPhone 4 (GSM model) Yes

iPhone 4S Yes

2. The different positioning of joints on the metal band (see all images below).

iPhone 3G and iPhone 3GS

iPhone 3G and iPhone 3GS

iPhone (original)



iPhone (original)

iPhone (original), iPhone 3G, and iPhone 3GS Model Differences

iPhone (original), iPhone 3G, and iPhone 3GS Model Differences



Buttons and FunctionsPhysical Controls Function

Home ButtonPress the Home Button to:

Return to the main Home screenWake iPod

Sleep/Wake Button

Press the Sleep/Wake button to:Lock iPodWake iPod

Press and hold the Sleep/Wake button to:Turn off iPodTurn on iPod

Volume up/downPress the controls to turn the iPod volume up or downPress and hold volume down to mute all sound

Lanyard ButtonPress button to release latch for iPod lanyard

Wireless Connectivity

With iPod touch (5th generation) you can use the following wirelesstechnologies:

iPod touch(5th gen)

Wireless

Wi-FiWi-Fi (802.11 a/b/g/n)

Bluetooth

Bluetooth 4.0 technologyProvides short-range wireless connectivity withcompatible accessories and devices such as Bluetoothstereo headsets and headphones, and peer-to-peerconnectivity for App Store applications.For information on Bluetooth supported profiles, refer toApple Support article HT3647: iOS: Supported BluetoothProfiles.

Buttons and FunctionsPhysical Controls Function

Home ButtonPress the Home Button to:

Return to the main Home screenWake iPod

Press the Sleep/Wake button to:Lock iPodWake iPod

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)

iPod touch (4th generation)

http://service.info.apple.com/service_training/en/ios/ios_qual_1/HT3647

http://www.apple.com/ipod



Sleep/Wake ButtonPress and hold the Sleep/Wake button to:

Turn off iPodTurn on iPod

Volume up/downPress the controls to turn the iPod volume up or downPress and hold volume down to mute all sound

Wireless Connectivity

With iPod touch (4th generation) you can use the following wirelesstechnologies:

iPod touch (4thgen)

Wireless

Wi-FiWi-Fi (802.11 a/b/g/n)

Bluetooth

Bluetooth 2.1 + EDRFor information on Bluetooth supported profiles, referto Apple Support article HT3647: iOS: SupportedBluetooth Profiles.

You may need to connect iPhone to a computer in order to completeactivation. This also allows you to sync information, music, and other contentwith 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.

Restoring your iOS device1. Connect the device to a computer. 2. Select iPhone, iPad, or iPod touch when it appears in iTunes under

iPhone Setup

Setting up and activating iPhoneTo 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 networkcreating an Apple IDsetting 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 carrier’s 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

Restore

Restoring iOS softwareBefore restoring:

Verify the device is functioning. Transfer and sync content to your computer.

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Devices. Select the Summary tab, and click the Restore button.

3. Click Restore.

5. If needed, restore your device from a previous backup.

iCloud automatically backs up the most important data on your device usingiOS 5 or later. After you have enabled Backup on your iPhone, iPad, or iPodtouch in Settings > iCloud > Backup & Storage, it will run on a daily basisas 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 bychoosing Back Up Now from Settings > iCloud > Storage & Backup.

While in Setup Assistant on a new device using iOS 5 or later, choose "Restorefrom iCloud Backup" and enter your iCloud account and password. You willsee the three most recent backups for each of the devices on which Backupwas enabled. Choose the desired backup.

If the home screen icons appear on the device and you wish to restore froman iCloud backup, erase the device (by going to Settings > General > Reset> Erase All Content and Settings). When prompted to set up as either newor to restore from a previous backup, select Restore from iCloud Backup.Enter the AppleID and password when prompted.

4. After a restore, the iOS device restarts. You should then see "Slide to set up". Follow the steps in the iOS Setup Assistant.

Backup

Backup

Information that may be backed up includes purchased music, TV shows, apps, and books**; photos and video; device settings; Home screen and apporganization; Messages, ringtones, and more. Media files synced from your computer aren’t 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

How to restore from a backup

After a device restarts, settings and accounts are restored and Backup starts downloading purchased music, TV shows, apps etc. For best batteryperformance, leave the device connected to a power source until the restore is complete. You may be prompted to enter the passwords for allaccounts enabled on your device.

A progress bar will appear underneath the apps being downloaded. To prioritize the restore of a specific app, tap its icon. Restore will attempt todownload the same version of the app that was installed previously. If that version is no longer available, the latest version of the app will berestored.

To check if the restore is complete, go to Settings > iCloud > Storage & Backup.



To verify that the backup finished successfully, open iTunes Preferences andselect the Devices tab. The name of the device will appear along with the dateand time the backup was created.

Backup using iTunesiTunes 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

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 buttonwill 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.

How to restore from a backupTo 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 buttonwill 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.

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 configure the different 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

http://www.apple.com/itunes/download

http://support.apple.com/kb/TS4062



If you don't want to sync music content to the device automatically, you canset up manual syncing. For manual management of content with multiplecomputers 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 iTuneswindow.

3. In the main iTunes browser window, select the Summary.

4. Select the option to "Manually manage music and videos" or "Manuallymanage music." This will deselect the automatic sync settings for the Music,Movies, and TV Shows tabs.

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 iTuneswindow.

7. Select and drag items you want (to choose multiple items, Command-clickitems using a Mac or Control-click items using Windows), then drag themonto your device icon under Devices.

8. To add a playlist, select it from the left side of the iTunes window and dragit onto the device in the same way.

9. When you are ready to disconnect the device, you may do so withoutejecting it. An iOS device doesn't need to be ejected before disconnecting it.

When the "Manually manage" option is enabled, you can use Autofill toquickly sync audio content from a music library or a selected playlist. Autofillsettings allow you to adjust how songs are selected for syncing as well asallocate space for disk use. To use Autofill, make sure the iPhone, iPad oriPod 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 iTuneswindow.

2. Click the disclosure triangle next to the device icon to reveal thecontents of the device.

3. Click Music, under the device.4. Select the Music library and review the Autofill settings at the bottom of

the main iTunes window.5. When you click the Autofill button, iTunes will automatically sync as

much music as possible to your device. If the playlist you selectedcontains more music than your device can hold, Autofill will sync asubset of the music. The iTunes LCD will display the sync progress andnotify you when the sync is complete.

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 poweriTunes is open on the computerThe 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 configure sync options.

6. Click Apply or Sync to sync the iOS device.

Syncing manually

Syncing music with Autofill

http://support.apple.com/kb/HT1202



6. When you are ready to disconnect your device, you may do so withoutejecting it. An iOS device doesn't need to be ejected before disconnectingit.

7. Select the Music library and review the Autofill settings at the bottom ofthe main iTunes window.

8. When you click the Autofill button, iTunes will automatically sync as muchmusic as possible to the device. If the playlist you selected contains moremusic than the device can hold, Autofill will sync a subset of the music. TheiTunes LCD will display the sync progress and notify you when the sync iscomplete.

9. When you are ready to disconnect your device, you may do so withoutejecting 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 bythe 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, fire, 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 modified 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 materialsor workmanship Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports Any Apple serial number has been removed or defaced

Specific examples of failures or damage not covered under the warranty include:

Damage caused by intentional separation, opening, or disassembly of enclosureDamage or operational failure caused by the removal and re-insertion of external and internal screws or partsDamage caused by punctures or holes in the outer caseCracked glass or LCD resulting from external cause (see “Service Classification Tables for Visual Damage”)Damage or failure caused by external forceDamage or failure caused by liquidDamage or failure caused by wet or dry chemicals (such as gasoline, acid, corrosives), dust, soil, or foreign matterDamage or failure caused by external heat or fire (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 ofenclosure

Begin Module 2

Click the Link below to begin Module 2Click to begin Module 2.

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IOS Device Qualification Training Module 1

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