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iPhone: Basic troubleshooting

If iPhone doesn’t appear in iTunes or you can’t sync iPhone

1. The iPhone battery might need to be recharged. For information about charging iPhone, see “Charging the Battery” in the iPhone User’s Guide.
2. If that doesn’t work, disconnect other USB devices from your computer and connect iPhone to a different USB 2.0 port on your computer (not on your keyboard).
3. If that doesn’t work, turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.

Note: If you enter the PIN incorrectly three times, you may need to contact your carrier for a Personal Unlocking Key (PUK) to enable your SIM card again.
4. If that doesn’t work, restart your computer and reconnect iPhone to your computer.
5. If that doesn’t work, download and install (or reinstall) the latest version of iTunes from www.apple.com/itunes.

If you can’t make or receive calls, send or receive text messages, or access email or the web

1. Check the cell signal indicator in the status bar at the top of the screen. If there are no bars, or if it says “No service,” try moving to a different location. If you’re indoors, try going outdoors or moving closer to a window.
2. Check to make sure you’re in an area with network coverage. Go to your carrier’s website to see network coverage areas.
3. Make sure airplane mode isn’t on. From the Home screen choose Settings, then turn Airplane Mode off.
4. If that doesn’t work, turn airplane mode on, wait 15 seconds, then turn airplane mode off again.
5. Make sure to include an area code for every phone number in your contacts list that you use to send or receive text messages.
6. If that doesn’t work, turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.

Note: If you enter the PIN incorrectly three times, you may need to contact your carrier for a Personal Unlocking Key (PUK) to enable your SIM card again.
7. If that doesn’t work, there may be an issue with your wireless service. Call your carrier or go to your carrier’s website.
8. If that doesn’t work, restore the iPhone software. See this document or see “Updating and Restoring iPhone Software” in the iPhone User’s Guide.

Note: iPhone doesn’t support MMS messages. If someone sends an MMS message to your iPhone, it won’t be received.
If iPhone won’t turn on, or the display freezes or doesn’t respond

1. Press and hold the Home button below the screen for at least six seconds, until the application you were using quits.
2. If that doesn’t work, turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
3. If that doesn’t work, reset iPhone. Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears.

If iPhone continues to freeze or not respond after you reset it

1. Reset iPhone settings. From the Home screen choose Settings > General > Reset > Reset All Settings. All your preferences are reset, but no data or media is deleted.
2. If that doesn’t work, restore the iPhone software. See document 305744 “Updating and Restoring iPhone Software.”


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