Apple pencil keeps disconnecting

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Level 1

14 points

Apple pencil keeps disconnecting

I have a brand new iPad Pro 2020 and 2nd generation apple pencil. Everything worked for about a month until my apple pencil started randomly disconnecting and straight up not working with my iPad. Before someone suggests something I have already tried, here is what I have done to troubleshoot the problem already:

1. Made sure the nib is properly tightened

2. Reset network settings

3. Forget the apple pencil in Bluetooth

4. Turn Bluetooth on and off

5. Factory reset my iPad (erase all contents and settings) through my computer

6. Switched apple pencils with my fiancé who also has a 2nd gen apple pencil (my pencil works fine with his 2018 iPad Pro and the same issue occurs with his pencil on my iPad)

7. REPLACED MY IPAD through AppleCare and STILL HAVING APPLE PENCIL CONNECTIVITY ISSUES.

Please, please, please, will someone help? AppleCare cannot offer me anything else and I am at my wit's end as I start grad school soon and an iPad with Apple pencil usage is a requirement.

iPad Pro, iPadOS 13

Posted on Jul 4, 2020 7:37 PM

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Answer 1

Top-ranking reply

Jo_haff Author

Level 1

14 points

Jul 7, 2020 6:02 PM in response to abhay20tyagi

*Update* - spoke to Apple today again and ran through more troubleshooting that the Apple engineers recommended. Nothing worked. They then accessed my iPad (with my permission) and had me recreate the problem 3 times while running a diagnostic test. They collected the information and sent it back to the engineers. I should hear back in 1-3 days with (hopefully) a solution.

Are you still experiencing the same issue? If so, I recommend calling AppleCare as MichelPM recommended and if the tech can't help, ask for a senior supervisor. If the supervisor can't help, they will escalate the issue to the engineers.

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Answer 2

MichelPM

Level 10

81,284 points

Jul 4, 2020 7:50 PM in response to Jo_haff

We all are just Apple customers/product users here.

It looks like you have exhausted all of your options.

I suggest contacting/reaching out to Apple Product support and services.

Tap on the first link below and scroll down some to get to the Apple Product Support section and phone numbers for your location/region.

https://www.apple.com/contact/

OR

https://support.apple.com/en-us/HT201232

If you need to, if initial 1st tier Apple customer support is of no help to you, you can calmly ask to have this issue escalated up to more responsible, senior Apple customer support employees to see if they can come up with other advise/solutions to your Apple Pencil/iPad issues, but I make no guarantees, whatsoever.

If need be, you can have your iPad/Apple Pencil issues escalated all the way up to Apple engineering level customer phone support.

Even if no acceptable resolution, Apple, AT LEAST, logs all support calls and issues .

Sorry & Best of Luck to You!

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Answer 3

Jul 5, 2020 10:08 AM in response to Jo_haff

*Please do share your progress* with this because i am having the same problem , i have also tried till Till step 4th of ur troubleshoot list..

now seems, something’s wrong with this iPad

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Answer 4

Jo_haff Author

Level 1

14 points

Jul 5, 2020 10:30 AM in response to abhay20tyagi

I promise to keep you posted! I know for sure it's not my apple pencil. I think it night be the software. I just spoke to a senior tech advisor at AppleCare and the only new thing they asked me to do was check to see if I was running any "profiles" (like a work profile or something) on my iPad (which I'm not). I have a call scheduled with an Apple engineer on Tuesday. I have seen other people complaining about this on other forums. I start med school tomorrow and am BEYOND frustrated. I might end up asking for a refund and buying an older model since my fiancé's iPad seems to have no issues and is a 2018 iPad pro (12.9 in).

I'm so sorry you're experiencing this too. Please keep me posted on your progress!

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Apple pencil keeps disconnecting

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