10 Replies Latest reply: Mar 7, 2010 7:18 PM by Yoda-1
Yoda-1 Level 1 (0 points)
I just updated my Ipod touch G2 to 3.1.2. It had worked flawless for over a year until now.
Immediately after the update this problem started.
When turning on from sleep mode the screen is white. If I “swipe” the white screen to access the desktop I hear the sound so I am sure it is working behind the white screen.
If I hold the power button to turn it off then restart it with the power button it starts with the normal desktop and everything works. I have hard booted many times and restored 3 times and this problem still exists.
  • Jason L Community Specialists (11,315 points)

    If you haven't already, try restoring the iPod touch and setting it up as a new device. This article: http://support.apple.com/kb/HT3828 provides more details about setting a device up as new.

    The iPod may need service if the issues persists after restoring as new. You can find answers to Frequently Asked Questions about iPod service this article: http://www.apple.com/support/ipod/service/faq/ provides.

  • Yoda-1 Level 1 (0 points)
    Thanks Jason,

    I am currently running the battery dead, then will charge it and see if that helps, (read it somewhere). If that doesn't work I will try to set it us as a new device as you suggest. I'll let you know how it goes.
  • Yoda-1 Level 1 (0 points)
    Killing the battery and recharging didn't help. I did a reset to factory default and also reloaded the 3.1.2 firmware from apple and still no good. yesterday I got 3.1.3 firmware and had hope that Apple had found / fixed a bug but it didn't fix it either.
  • Jonesy989 Level 1 (0 points)
    I am having the exact same problem as you, right down to the lock screen where you can unlock it. Unfortunately my iPod touch's warranty has expired as well. At this point I would recommend paying a visit to the apple store to see what they have to say, but as it seems a lot of people are having issues with the new firmwares for the iPod touch. I'm taking mine to the apple store tomorrow, and ill let you know if anything happens. Good Luck to you with your iPod.

  • mjhane Level 1 (0 points)
    I have the exact same problem as the two of you have. My warranty has also expired so I don't know if Apple will replace it free of charge but I didn't do any damage to it so it should be free shouldn't it?

    What happened with your Ipod?
  • Yoda-1 Level 1 (0 points)
    I have contacted Apple through their email support.
    I am being helped by Justin, he seems helpfull, and has directed me to links and tips, all of which I already tried many times before coming here.

    He said "your question falls outside of my area of specialty" so I am hoping he will look into this seriously and find someone who does have a solution.

    Stay tuned
  • Yoda-1 Level 1 (0 points)
    Here is the rply I got;

    +Hello, this is Justin, I understand that you tried the links that I sent to you with no luck. From the sounds of what you have described, your issue sounds more like a physical problem than an software issue. I'm sorry but I will not be able to assist you with this issue, unless you wanted a refund for the update. A site that you may find helpful is discussions.apple.com.+
  • Yoda-1 Level 1 (0 points)
    This is what I sent back;


    +This is not a "physical" problem. The Ipod was sitting on my desk working fine, as it has been for a year, and then as soon as the software updated the problem started.+

    +The Ipod works fine other than when waking it from sleep I get a white screen. I can swipe the screen and it comes on but I am still looking at a white screen. The apps are working but I have to touch the screen from memory because I can't see anything. If I hold the power button and shut it off then restart it starts normal with the desktop showing. I swipe the screen and all the icons are there and working.+

    +The problem is the sleep mode and recovering from it. This can't be a "physical" problem. If you can tell me how to return it to my original software I am positive it would work fine.+

    +I posted on the discussion forum before contacting you and there are others with the same problem.+

    +This is a REAL problem apparently with some Ipods and the new software, Please don't blow me off, help me or find someone that can.+
  • Yoda-1 Level 1 (0 points)
    I contacted the email support again and this time and jackie answered. After suggesting I restore again and it not helping, I got this reply;

    +I apologize for the inconvenience you have experienced with your iPod after the software update.+

    +Please understand that I am in the iTunes Billing Department and I am unable to assist you with resolving this issue, as it falls out of my scope of support.+

    +To receive resolution for this issue, you will need to contact technical support, which as you stated may cost you $29.+

    +Your second option is to locate an Apple Store that may be in your area and speak to one of the Genius representatives.+

    +To locate an Genius Bar in your area, please use the link below:+


    +The iTunes Store now considers this case closed, as we will be unable to resolve this issue.+
  • Yoda-1 Level 1 (0 points)
    With all my online resources used up with no success, I made an appointment with the closest Genius Bar at the Apple store.

    I took the touch in powered off and asked the genius to turn it on, without telling him the problem other than "white screen". It powered up and he swiped the screen and the icons appeared as it should. He asked me what was the problem. I said to put it to sleep and then back on, he did and got the white screen and could not get rid of it without rebooting. After some research on his laptop and a bit of playing with the touch he said he would replace it FREE of charge even though it was out of warranty.

    I brought the new touch home and connected it to ITunes on the same computer I used before and updated the software to 3.1.3 and added all my music and apps. It has worked fine since so I am sure the original touch had a problem that was not related to anything I did or a problem in my computer.

    I applaud Apple "real" people for standing behind their product and replacing it. Unfortunately SHAME on their tech support for not offering any usefull help other than in the end after three different support people suggesting the genious bar.

    Case closed!