iLounge

Although the iPod is renowned for its ease-of-use, the unfortunate reality is that like any other electronic device, sometimes things don’t work quite the way that they should. These problems can be caused by anything from actual hardware defects in the device itself to more straightforward software-related problems that can be fixed with a little bit of understanding and effort on the part of the end user.

Further, the iPod has spawned a massive accessory market, and although there are many lower-end iPod accessories out there, sometimes accessories from even the best and most reputable companies can have problems.

This article is intended to assist our readers with some useful information and resources about exactly what to do and who to contact when you are having problems with your iPod, iTunes, or third-party accessory. Although not intended to be an in-depth article on troubleshooting iPod problems, we will provide some basic information on how to determine if you have a software or a hardware problem, and some information on how to report these problems and hopefully get them resolved.

Diagnosing your Situation

At some point just about every iPod owner is going to discover that their device isn’t working quite as it should. This could be anything from sound quality problems (sometimes exhibiting by “skipping” or sound distortion when playing back files), missing or corrupted information on the device itself (tracks don’t show up properly), or complete iPod failure (the device doesn’t come on, or displays an error message instead of showing the main menu).

Apple maintains a fairly detailed step-by-step guide to working through some these basic problems, and the first step that should be taken should always be to work through the Five Rs Assistant, which will take you through the stages of Resetting, Retrying, Restarting, Reinstalling and Restoring.

Generally, these “Five Rs” are sufficient to address most software-specific issues, since by the time you’ve gone through the entire process, you’ve effectively erased your iPod, returned it to factory default “out-of-the-box” settings, and reloaded your content onto it. If your issue was being caused by a problem with the iPod’s internal database or the way content has been stored on it, then it is very likely that this will have solved the issue.

Note that even problems that may seem hardware-related are not necessarily so. We have observed many cases where a simple reset of the iPod (the first of the Five Rs) has fixed problems such as stuck hold switches or clickwheel buttons that do not respond properly.

The ability to quickly restore an iPod in the event of problems is also a major benefit to using automatic synchronization of your iPod content and maintaining your iTunes library on your computer. In this case, a restore is an extremely simply process, generally only involving the time required to wait for your iPod to be reloaded. On the other hand, if you’re managing your iPod content manually and not maintaining a library on your computer, you will need to backup your iPod before restoring it (our guide on Copying Content from your iPod to your Computer can assist in this process).

Specific information on this process can be found at the following links:

Five Rs Assistant

Restoring iPod to Factory Settings

How to reset iPod

In the very least, this process is intended to eliminate the obvious causes of most iPod problems. Once you’ve gone through this process, including reloading your content completely from iTunes, if you are still having problems, there are usually only three other likely possibilities…

1. A problem with your content

The possibility always exists that the content itself may be the problem. This is especially true if you are encountering playback problems such as skipping within tracks or audio distortion, but can also manifest itself in the form of missing tracks or even lockups and/or spontaneous restarts of the iPod itself while playing back content.

The obvious first step in this case is to play back the content on your computer itself to see if the same problem exists. If so, then this may simply be a case of improperly encoded content or other problems with the media files

However, it is not uncommon for content that plays back fine on your computer to have problems playing back on the iPod itself. If this problem persists, even after the Five Rs above, there may still be a problem with that particular content. Some iPod models have been known to have problems with content encoded at odd bit-rates or from certain third-party encoders.

Content playback problems are most common with video content, since there are a wide variety of different encoders and options available, and iTunes itself does not provide a direct conversion method for most types of video content. It is not uncommon, however, to encounter encoding problems with audio content as well.

The best way to confirm that it is not your content itself is to attempt to either download a track from the iTunes Store (there are free downloads available), or, in the case of music, rip a CD through iTunes itself into MP3 or AAC format. If content downloaded from the iTunes Store and/or content you’ve ripped yourself through iTunes plays properly, then the problem is likely your files themselves, and not a physical defect with the iPod.

Note that making this determination is important, since if you return an iPod to Apple for service, the first thing they are going to do is erase it and load it with standard content from their own library. If this content plays properly, then your iPod will be returned to you with no problems found.

2. A problem with your computer

There is of course always the chance that your computer could be the problem as well. Apple’s own Five Rs suggests using a different USB port, and in particular avoiding connecting through any kind of a USB hub. However, if at all possible, try going through the restore process and reload your iPod on a completely different computer—perhaps a computer at work or a friend’s place. This will help to determine if the problem is your computer (or your particular iTunes installation), or a problem with the iPod itself.

It’s also not a bad idea to try a different USB cable if you have one available, just to ensure that the cable is not the problem. If you are using a third-party dock or iPod cable, be sure to test your original Apple iPod cable to ensure that the problem is not the third-party accessory. If the iPod works fine with the original USB cable, the problem is likely the third-party accessory, and should be addressed with that particular manufacturer rather than Apple.

Computer-related problems are usually manifested as problems with the iPod being identified by the computer in the first place, or problems syncing and transferring content to the iPod, including content not appearing properly on the iPod, or all of your content suddenly disappearing after a sync. However, computer communication problems can also sometimes be responsible for corruption of data on the iPod itself (garbage in, garbage out), which can manifest itself on the iPod as distorted audio, skipping tracks, or lockups and reboots on the iPod when playing back these tracks or even simply navigating your library. Although this second situation is much more rare, it can and has happened.

One important side note: For the iPod classic and nano, and former traditional iPod devices, do NOT disconnect your iPod while it’s showing the “Do Not Disconnect” screen. It is important to understand when syncing your iPod that iTunes copies the content first, and then updates the database on the iPod. Disconnecting the iPod before this database has been updated can most definitely result in newly-added tracks not showing up at best, or a seemingly blank iPod at the worst. Further, it can result in issues with the iPod database that may not even manifest themselves immediately. If the iPod will not eject properly for some reason, try shutting down and/or restarting your computer instead. Note that this is not an issue with the iPhone or iPod touch as they use a different sync protocol that does not rely on iTunes itself to write directly to the iPod database.

Regardless of whether the issue is with the computer or the iPod database itself, the Five Rs performed on a different computer will likely resolve the issue.

3. A problem with your iPod hardware

As Sherlock Holmes once said, “Once you’ve eliminated the impossible, what ever remains must be the truth. No matter how improbable.”

If you’ve gone through the Five Rs, and you’ve eliminated the content or the computer as a potential source of the problem, it is very likely that the iPod itself is in some way defective. This could be a hardware problem with your specific device, or possibly a known bug in the actual iPod firmware.

If the iPod is exhibiting major problems, such as a failure to startup, frequent spontaneous rebooting, or lockups, then chances are it’s more than a firmware glitch or known bug and the unit itself may be defective.

However, if you’re experiencing a more minor issue, it could very well be a known bug, particularly if you’ve recently updated your iPod’s firmware via iTunes. Our own iLounge Discussion Forums are always a good starting point to see if anybody else is having similar problems, in which case it may not be your iPod specifically, but just a problem in a recent firmware update.

Note that you can always check this as well by downgrading your firmware. This can be done by going through the “Restore” process in iTunes, but holding down the OPT key (Mac) or SHIFT key (Windows) while clicking the “Restore” button for your iPod. This will prompt you as to which firmware package you want to choose, and you can select the previous firmware. Being a restore, this will of course wipe out everything on your iPod, but it will also replace your current firmware version with a previous release, provided you already have it downloaded.

If however, this is more than just a known bug, or the problems are severe, it will be time to look at getting your iPod serviced.

Warranty Repairs

If your iPod is less than a year old, of if you have purchased AppleCare for it, you can get it fixed under warranty either by visiting an Apple Store or contacting Apple using the information that can be found on their support site at http://www.apple.com/support/contact/ .

Note that you do not have to have purchased your iPod from Apple in order to take it into an Apple Store or contact them by phone for service. As Apple is the manufacturer, they will cover warranty repairs on your iPod regardless of where you purchased it.

If you are unsure whether your iPod is still covered under its original warranty or an AppleCare extended warranty, you can confirm your status by visiting Apple’s Support Site at http://www.apple.com/support, and simply entering your iPod serial number in the “Support Coverage” box shown on the right-hand side:

Note that you can find your iPod serial number either in the iTunes Summary screen that is displayed when your iPod is connected, in the iPod’s Settings, About screen, or by squinting at the back of the iPod itself.

Note that although the warranty period is one year, the Apple warranty on most iPod devices only covers shipping costs for the first six months of the warranty period. For problems that occur after the first six months, the customer is responsible for the cost of shipping the device to Apple. Obviously this is not relevant if you physically bring your iPod to an Apple Store Genius Bar instead.

Keep in mind that a warranty is, by definition, a guarantee against manufacturer’s defects and problems that occur during the normal course of use. If you have mishandled your iPod in any way, such as dropping it, immersing it in water, or otherwise using it outside of normal parameters, your warranty may be void, even if such accidental damage was not your fault. The point is that a warranty is not insurance.

Documentation—The Journal of Irreproducible Results

In the event that your iPod needs to be serviced, one of the most important things you can have on-hand is detailed information on the nature of the problem and what you have specifically done to diagnose or fix it. In many cases, this can save a technician needless troubleshooting, as well as support your case and demonstrate that you have taken some basic steps to confirm that the device is in fact non-functional. The more information you have available, the more likely your case will be resolved quickly. This is especially true when visiting an Apple Store in person for service.

In other words, documentation that details the exact symptoms of a problem and conditions under which it occurs is usually much more helpful than just broad statements. For example, compare the following two statements:

“My iPod doesn’t work. It’s locking up all the time. I don’t know what’s wrong!”

as opposed to:

“When I connect my iPod to my computer to sync new content to it, it copies between 400 and 500 tracks and then locks up, after approximately five minutes. When I disconnect it and look at it, there’s nothing on it. I have tried to connect it to different USB ports and even different computers with the same problem, and I have tried synchronizing different content to it, with the same results each time. I am using the latest version of iTunes, and I have restored and updated the iPod several times.”

Which of these statements is more useful and more likely to get you assistance more quickly?

There is also always the dreaded possibility that a problem may not be reproducible on demand, which can make it difficult for the Apple Store Genius to confirm that the device does in fact need to be repaired/replaced. Detailed documentation on when and under what conditions the problem occurs can help your case in this situation, particularly if you can demonstrate that the problem has occurred repeatedly and is not just a “one-off” type of occurrence. There is no guarantee that this will be sufficient if the problem is intermittent, but it can certainly help to show that you’ve taken some steps on your own in troubleshooting the problem, and likely with some persistence the unit can be repaired or replaced.

In short, make sure you keep note of what happened when you went through the Five Rs process, the process of confirming that your content was not the problem, and that your computer was not the problem. The Genius will still likely want to attempt to reproduce the problem on their own systems, which is why it is even more important to ensure that you have gone through this process yourself. If the problem is your content or your computer, is is likely that the Apple Genius will find no fault with the device under their testing conditions, and you will have wasted both your time and theirs.

Note that when sending in your iPod or visiting an Apple Store, the normal approach is to replace the unit rather than repair it. Make sure you have a backup of whatever is on your iPod before bringing it in or sending it in, since even if the Genius doesn’t wipe the iPod clean during testing, if there is a problem found, you’re likely going to get a replacement iPod.

These replacement units are normally not new retail boxes, but rather refurbished “service units” that the Apple Store keeps on hand. They will swap your unit out for a refurbished unit, and send your original device in for repair or disposal, depending upon the severity of the problem. If your device can be repaired, it will likely become a refurbished “service unit” for somebody else in the future, or simply be sold off as refurbished stock at a discounted price.

The replacement iPod that you receive will have the same warranty expiry date as your original iPod—you don’t get a whole new warranty, but your original warranty does continue (refurbished units that are purchased from an Apple Store do carry the same one-year warranty as a new iPod, however, and are eligible for AppleCare).

AppleCare—Is it worth it?

AppleCare is Apple’s own extended service plan—similar to an extended warranty although with a few minor additional benefits such as extended telephone support for setup and configuration problems. The most significant part, however, is that it extends the original iPod warranty for an additional year. It can be purchased at any time during the iPod’s initial one-year warranty period (you do not have to buy it at the same time as you buy the iPod), and it is transferrable to somebody else in the event that you sell or give away your iPod.

AppleCare sells for $59 for an iPod, $39 for an iPod nano or shuffle, and $69 for an iPhone.

So is it worth it?  There is much debate about this, but it largely depends upon how you plan to use your iPod and how long you think you’re going to keep it. Remember, though, that you do not have to purchase the AppleCare up-front—you can buy it at any time up to the day the original one-year warranty expires.

As a rule of thumb, users with an active lifestyle and a hard-drive based iPod model will likely find AppleCare a reasonable investment. The hard drive is a moving part, and is the most likely point of failure in any iPod model, particularly if it is used as part of an active lifestyle (walking, running, cycling, etc). iPod nano and shuffle owners are less likely to find this to be an issue.

AppleCare also provides for battery replacement should your battery’s actual life drop below 50% of Apple’s published specifications during the coverage period.

Note that the AppleCare plan is still not insurance—merely extended warranty and phone support coverage. Much like the original warranty, damage caused to the iPod through either neglect or simple accidental damage is not covered.

AppleCare should generally be looked at in comparison to extended warranty options that may be available from other retailers. The major advantage to AppleCare, however, is that you can decide to purchase it at any time during the original warranty period, whereas most retailers require you to purchase their extended warranty at the point of sale.

Out of Warranty Repairs

So what if your iPod is out of warranty, either due to its age or because of actual damage to the device?  In this case, Apple themselves can still repair your iPod for a fee, but you may also want to consider any number of other third-party iPod repair services.

A list of iPod repair services can be found in our iPod Directory, under the “Repair Services” section. Note that he inclusion of a repair service in this list does not necessarily indicate an endorsement by iLounge and the normal common sense approach to purchases by internet, phone or mail should be applied. A discussion of service and repair issues and feedback from our readers/members about different services can also be found in our Service & Repair Forum in our iLounge Discussion Forums.

Third-Party Accessories

The same basic troubleshooting principles apply to third-party accessories as for the iPod itself, although these are often simpler to troubleshoot. As mentioned above, if the iPod itself is displaying issues, always try the iPod without the third-party accessory to see if this may be the cause of the problem. Many retail stores, including Apple Stores, provide floor model display units. If your particular speaker system is on display at a store, this can be a good way of troubleshooting your problem as well—simply bring your iPod with you and try it out on a display model to see if the same problem occurs.

Note that Apple themselves do not provide any support or service for problems with third-party accessories. Generally, if the iPod works find without the third-party accessory, then Apple considers it to be in a working state and will not address the issue further. Exceptions of course would be problems such as audio output from the Dock Connector itself, which could easily be demonstrated on multiple accessories from different manufacturers. If a problem is occurring with a third-party accessory, however, the manufacturer of that accessory themselves should be the first point of contact.

Our iPod Directory mentioned above also includes contact information and web-sites for a large number of third-party iPod accessory manufacturers. Warranty and repair policies will vary between manufacturers, and the original manufacturer’s warranty and their support site should provide additional information in this regard.

Note that our iLounge Reviews also provide useful pre-purchase information on various iPod accessories. Chances are that an accessory with a positive review should be relatively problem-free and have minimal compatibility issues, although obviously there is still always the possibility of a defective unit from even the best manufacturers.

Reporting Bugs and Feature Requests

Lastly, for those users who encounter actual bugs in iTunes or in the iPod firmware, or simply would like to make a suggestion to Apple for something that could be implemented differently, Apple provides a useful set of feedback links for iTunes and each iPod model. These can be found at http://www.apple.com/feedback.

Note that feature requests are a matter of subjective opinion, and although Apple reads all of these, its difficult to say what kind of process is used to evaluate them. Bug reports, on the other hand, are definitely reviewed and fixed in future iPod and iTunes updates, particularly if they are well-documented and reproducible.

Obviously if you are having a problem specific to your own iPod, you should not simply assume that it’s a bug and report it here, as this is for general reports, not specific repairs or user assistance. However, if you’ve determined that some behavior you’re experiencing is not specific to your device, or has occurred specifically as a result of a new firmware update, then the Bug Reports pages above should at least make Apple aware of the problem so that they can hopefully fix it in a future update. Always keep in mind, however, that Apple cannot fix what they cannot reproduce, so as much detail as you can possibly provide when submitting a bug report is much more useful in allowing Apple to hopefully resolve the problem.

Next: Ask iLounge 11-16-07

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