iPad Tech Support
Troubleshooting iPad Issues
As convenient and simplistic as iPads and iPhone are, sometimes you may have an issue. Below are the most common issues we face when using our Stratus app with Apple's technology and the best possible solutions to help resolve the situation.
You may find from time to time that your iPad screen freezes and it is unresponsive to your touch. Whatever the cause, your immediate solutions to a frozen iPad screen first steps should be the same.
1. Try restarting your device first by pressing and holding the Sleep/Wake button until you see “slide to power off” on screen and then slide to power off. Press and hold the same button to turn it back on. You’ll know it worked when you see the Apple logo.
2. You might need to reset the device in which case you should press and hold the Sleep/Wake button and the Home button at the same time for around 10 seconds. You’ll know it worked when the Apple logo appears.
3. If it stubbornly refuses to react to a restart or reset then you’ll need to try a restore. Plug it into your computer using the 30 pin or Lightning USB cable provided. Load up iTunes on the computer, select your iPad, choose the Summary tab, and hit the Restore iPad button. This will erase your content, so you may also want to choose Restore Backup on the Summary tab.
iPad Won't Turn On
It’s a nightmare with any electronic device when it refuses to turn on at all. Don’t assume the worst, though, it may prove easy to revive.
1. Try holding down the Sleep/Wake button (Power Button) and the Home button together until you see the Apple logo. It should only take ten seconds to pop up. If it doesn’t, try step 2.
2. Maybe the battery is just empty. Plug the iPad into the wall charger and try step 1 again. If nothing happens then leave the iPad plugged into the wall for a while to give it a chance to recharge (at least half an hour) and then try step 1 again.
3. Try a known good charger. Sometimes the charging block or cable is bad. Try using a different one.
iPad Won't Charge
If you find that your iPad won’t charge up when you plug it into the power adapter, there are a couple of possible reasons. If it doesn’t charge when you plug it into the computer, it may just be the port you are using, try the power adapter instead. You can see whether the USB port on your computer is charging it or not by looking at the battery icon on the iPad. If it is charging, you’ll see the lightning symbol; if not, it will say “Not Charging” next to it. Some computer ports can’t provide enough juice to charge the iPad, and it will always charge more slowly via the computer, even if it does work.
1. You want to check if it’s the cable or power adapter itself so, if possible, try the cable and power adapter with another compatible device, or try a different power adapter and cable.
2. If the cable or power adapter is not the problem then there could be a fault with the iPad and may need to be replaced.
iPad Won't Connect to Wi-Fi
A lot of people have trouble connecting to Wi-Fi networks with their iPads. Before you start serious troubleshooting, it’s worth trying to move closer to the router. You should also check Settings > Wi-Fi on the iPad and make sure that it is turned on. It’s worth making sure that the Wi-Fi is accessible on another device.
1. There’s a reason IT departments the world over tell everyone to turn it off and on again as a first troubleshooting step – because it often works. Try turning off your iPad and router and then turn them both on again and wait a few seconds before trying to reconnect.
2. Try telling the iPad to forget the network in Settings by tapping the network name and selecting forget. Turn the iPad off and on again and then reconnect to the network and re-enter the details as necessary. You can also try Settings > General > Reset > Reset Network Settings.
3. Make sure you have the latest iOS software by going to Settings > General > Software Update. You should plug your iPad into the power adapter before updating.
4. If your iPad still won’t connect then it’s worth checking with your IT for help or advice. The problem could be related to your specific network.
Wi-Fi Sync Isn't Working
Sometimes you’ll find that the Sync Now button in Settings > General on your iPad is greyed out. There are a couple of things worth trying. If you can’t connect to Wi-Fi on your iPad try the solutions above.
1. Go to Settings > Wi-Fi on the iPad and just toggle it off and on again.
2. Check the connection on your computer and reboot if it has lost access to the internet.
If you find that your iPad is not its usual zippy self and you are experiencing some lag when you navigate around then you can try a couple of fixes. You may just have too many things running.
1. Double tap the Home button and swipe any applications are running in the background.
2. You could also just restart the iPad by holding down the Sleep/Wake button (Power Button) and Swipe to Restart.
Cellular Data Connection Dropping
A lot of iPad owners have been complaining about cellular data connections dropping frequently. Obviously, this will be seriously influenced by how good the coverage is in your area. If you have good coverage on the same network with your phone, but the iPad is struggling, you could try a couple of things. First, check in Settings > General > Cellular and make sure it’s on. You could also try a restart. If it continues to be a problem, go through the steps below.
1. Make sure you have up to date carrier settings in Settings > General > About.
2. Check that you have the latest iOS software by going to Settings > General > Software Update.
3. Remove the SIM card and then put it back in again.
4. You can also try Settings > General > Reset > Reset Network Settings.
5. If none of that works, a full restore might be worth trying.
6. Some people have found success by disabling LTE in Settings > Cellular Data > Enable LTE.
7. If you’re still having problems, it’s probably due to your carrier and/or Apple. You should contact your carrier’s support or visit an Apple Store for more help.
If you find that the touchscreen won’t respond, or it’s very slow to respond, or specific areas won’t respond then you are not alone. Several users have reported problems with flaky touchscreens and erratic behavior. You can try a few things to fix the problem before doing an RMA.
1. Try restarting your device first by pressing and holding the Sleep/Wake button (Power Button) until you see “slide to power off” on screen and then slide to power off. Press and hold the same button to turn it back on.
2. You might need to reset the device by pressing and holding the Sleep/Wake button (Power Button) and the Home button at the same time for around 10 seconds. You’ll know it worked when the Apple logo appears.
3. If you have a case or a screen guard on the iPad then it could be the source of the problem, try removing it and see if the touchscreen works better.
4. You could try cleaning the screen. Ideally use a clean, slightly damp microfiber cloth to do this.
5. If nothing works then maybe a replacement is in order.
A lot of iPad owners suffer from problems with random crashing where the app spontaneously closes. You can try a few different things to alleviate the problem. It is quite likely to be related to the apps, so take note of what you were doing when it crashes and see if a pattern emerges over time.
1. Press and hold the Sleep/Wake button (Power Button) and then slide to power off. Press and hold the button to turn it on again. You could also reset by pressing and holding the Sleep/Wake button and the Home button at the same time for 10 seconds. Neither of these solutions is liable to affect a permanent fix.
2. Connect to Wi-Fi and go to Settings > General > Software Update to make sure that your iPad has the latest software. If there’s an update available then download it and install it.
3. Hold down the app until the app shakes and a red X appears. Go to the Apple App Store and reinstall the app. If you have a specific username and password make sure you know it before reinstalling the app.
App Won't Sync
Are you having trouble getting that new app you just purchased to sync to your iPad? Some people have found that apps will refuse to download. There are a few possible reasons.
1. Make sure you have enough free space. Go to Settings > General > Usage and take a look. If you’re running out of space then you may have to delete something before the new app can find a space.
2. Make sure that restrictions aren’t on. Go to Settings > General > Restrictions and make sure that you are allowed to download apps.
3. Make sure that you have the latest update by going to Settings > General > Software Update and download and install anything that’s available.
Interpreter Cannot See or Hear Me
When installing our app a Push Notification pops up. When Not Allowed is selected then the Mic and/or Camera must be turned on manually.
1. Go to Settings > Privacy > Camera and/or Microphone to make sure that the app is turned on and is green.
2. Log into the app and click the Gear Icon (Settings Icon), and make sure the Mic is turned on.
3. Make sure the Volume is up. You can swipe up on the screen to adjust the volume or use the Volume Buttons located on the outside opposite corner from the Sleep/Wake button (Power Button).
4. Make sure nothing is covering the camera (located in front directly across from the Home Botton) and microphone (located on the backside behind the camera).
5. Try restarting your device first by pressing and holding the Sleep/Wake button (Power Button) until you see “slide to power off” on screen and then slide to power off. Press and hold the same button to turn it back on.
Pixilation and Cutoffs
When transferring audio and video back and forth requiring large amounts of bandwidth and it's just not there.
1. Sometimes simply moving to a different area helps because you may be standing in a Wi-fi blackspot. Sometimes even a foot away can make a difference.
2. Run a Speed Test at Speedtest.net or Download their app by clicking here.
3. You can try to ping to Stratus servers at 188.8.131.52 with the help of the Network Ping Lite tool. Download their app by clicking here.
4. If all else fails, contact your IT department to ensure internet traffic speeds are at their best and you are in range of the access points.
Spinning Circle while Connecting
When trying to connect or logging on you see an endless spinning circle.
1. Check your Wi-fi. See Wi-fi issues listed above
2. Restart the iPad by pressing and holding the Sleep/Wake button (Power Button), sometimes a simple reboot helps.
3. See if you have an Anyconnect app. You may have to connect with a VPN. Click on Anyconnect App and turn it on. Then go back to the Stratus App.
When in doubt, call our Customer Success Team at (855) 663-1231