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iPad Air 2019

My iPad Air 2019 3rd generation keeps freezing when I was watching transformers (the last night) I’ve only had the iPad Air 2019 a couple of days and tonight was the first time I tried to watch a film on it.... the film I was watching kept freezing was from my iTunes account I downloaded to the iPad. Do you know if there is any bug fixes


iPad Air, iOS 12

Posted on Apr 23, 2019 11:51 AM

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Question marked as Best answer

If you bought it directly from Apple, you have 14 days to return it, no questions asked. A new device should work properly out of the box, so you may want to return it and get another.

Posted on Apr 24, 2019 3:30 PM

5 replies

Apr 24, 2019 12:51 PM in response to stevenb1975

Hi there stevenb1975,


Thanks for using the Apple Support Communities. I understand your new iPad Air had some issues while playing a movie. I’ll be happy to help with this. 


To verify, were you streaming the movie or was it downloaded? If it was streaming, try using a different network to stream it from, or download the movie to your device and see if that helps. 


If it was already downloaded, make sure you’re on the latest iOS version by going to Settings > General > Software Update. If you see an update available, back up your iPad, then download and install the update with these steps:


Update your iPhone, iPad, or iPod touch


Lastly, restart your iPad and see if this has any impact on the issue. Sometimes a simple restart is all it needs to resolve issues like the one you’re reporting.


Best wishes.

Apr 24, 2019 3:09 PM in response to CarlAVII

Since I asked my question I’ve been on and on to apple they asked my to go through similar tests with them and I still had the problem I spoke to a lady tonight on 24.04.19 she wanted me to connect my iPad to MacBook Pro. And do a restore she then said download the same 2 movies again and if the problem is still there to ring back. I was also up to date with iOS 12.2 the lady said, I’ve only just got all finished and I won’t know till tomorrow night if the problem is still there It’s too late to put a film on now. But thanks for replying

Apr 24, 2019 4:16 PM in response to babowa

the lady I spoke to at apple said if I’m still not happy after doing these steps and if the issue is still not solved that I have 14 days remorse period that I can take my iPad back and say this is faulty and not working properly and that I want another one. this is the first iPad I’ve brought that has had a problem within that period, and I’ve had quite a few over the last 6-7 years my last one was the iPad Pro 12.9inch I wish now that I never got rid of that one. Thanks for replying.

iPad Air 2019

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