1 2 Previous Next 15 Replies Latest reply: Nov 5, 2013 11:06 AM by malcolm117
Lsmith123 Level 1 Level 1 (0 points)

Tried to open a support ticket for my new iPad air only to be told that "support is not yet available for that device"

 

This seems a bit daft considering how long Apple have been working on this device.


iPad Air, iOS 7.0.3
  • 1. Re: Support not available for iPad air!!! Why not?
    Demo Level 9 Level 9 (76,415 points)

    In the meantime, let us try to help you. What problem are you having?

  • 2. Re: Support not available for iPad air!!! Why not?
    Lsmith123 Level 1 Level 1 (0 points)

    Thank you!

     

    Basically I have a factory set iPad Air and when I enter iTunes and browse in landscape mode the iTunes app crashes every time - tried in my old iPad 3 after completely resetting it all to factory default and I have the same issue - enter the iTunes app in landscape and look at the movies section - crash.

     

    Any idea why?

  • 3. Re: Support not available for iPad air!!! Why not?
    deggie Level 8 Level 8 (46,525 points)

    Just tried this on my iPad 3 and it does not crash.

  • 4. Re: Support not available for iPad air!!! Why not?
    Ralph9430 Level 6 Level 6 (13,300 points)

    First thing to try is to reset your device. Press and hold the Home and Sleep buttons simultaneously until the Apple logo appears. Let go of the buttons and let the device restart. See if that fixes your problem.

     

    Don't know if this will help but it's always a good first thing to try.

  • 5. Re: Support not available for iPad air!!! Why not?
    David Shanahan Level 2 Level 2 (490 points)

    Did you restore a backup from your iPad 3 to the new Air during Air setup phase?

     

    Given that the problem happens on your iPad 3 as well (btw is the iPad 3 on iOS 7?) it sounds like the problem may have come across to the Air from the iPad 3.

  • 6. Re: Support not available for iPad air!!! Why not?
    Lsmith123 Level 1 Level 1 (0 points)

    Tried full reset - also I didn't restore from the cloud - I started using my air about 30 minutes after buying it. - and the problem was from the start - I used my iPad 3 to see if it also had the issue and it did.

  • 7. Re: Support not available for iPad air!!! Why not?
    Demo Level 9 Level 9 (76,415 points)

    I almost always use my iPad 3 in landscape mode...95% of the time easily, it I am not seeing this behavior. The fact that you see it on both devices is very odd.

     

    Do you have any apps in common on both devices? I suppose that there is a chance that a corrupt app could be causing your problem. Why don't you try closing all apps on the Air, then reboot it and see of that helps. If it works, try the same thing on the iPad 3.

     

    Double tap the home button and you will see apps lined up going left to right across the screen. Swipe "up" on all of the app thumbnails to close them.

     

    Reboot the iPad by holding down on the sleep and home buttons at the same time for about 10-15 seconds until the Apple Logo appears - ignore the red slider if it appears on the screen - let go of the buttons. Let the iPad start up.

  • 8. Re: Support not available for iPad air!!! Why not?
    deggie Level 8 Level 8 (46,525 points)

    It could also be a router issue. Have you tried it somewhere else?

  • 9. Re: Support not available for iPad air!!! Why not?
    Lsmith123 Level 1 Level 1 (0 points)

    This morning I did a full reset of the iPad air back to factory - set it up a a brand new iPad and the first app I opened was the iTunes app - opened in landscape - crash.

     

    So that's with zero content on the device - simply connected to a wireless broadband.

     

    I can't see what the router would have to do with this problem.

  • 10. Re: Support not available for iPad air!!! Why not?
    karlfromguildford Level 1 Level 1 (10 points)

    Hi Lsmith123,

     

    Have a look around the forums, it's not just you. I and a lot of others are experiencing the same issue with the new Air.

     

    Don't bother with factory resets ect, they don't work.

     

    All being well it's just a software issue that Apple will bring an update out for shortly.

     

    Can't imagine they will take long as 1, it doesn't look great on their flagship product and 2, it will start to affect their iTunes revenue.

     

    Annoying as he'll though. You would have thought someone might have tested the Air in landscape????

     

    Karl.

  • 11. Re: Support not available for iPad air!!! Why not?
    Lsmith123 Level 1 Level 1 (0 points)

    Ok all - I called Apple this morning and they informed me that they have NO reports of this on their internal systems.

     

    Can you all do me a favour and call apple support to register this so we create a ground swell of reports to make sure it gets to their attention as a priority.

     

    Thanks.

  • 12. Re: Support not available for iPad air!!! Why not?
    Demo Level 9 Level 9 (76,415 points)

    I've been following this discussion since it started and I'm sorry that I have nothing else to offer in the way of help, but this issue has piqued my curiosity and I just want to wish you and the others luck. I hope that you get this resolved very soon.

  • 13. Re: Support not available for iPad air!!! Why not?
    karlfromguildford Level 1 Level 1 (10 points)

    Just spoke with support on - 0844 209 0611 and sure enough they are not aware of the problem yet.

     

    Worth giving them a call to get this resolved.

  • 14. Re: Support not available for iPad air!!! Why not?
    karlfromguildford Level 1 Level 1 (10 points)

    This will make you laugh!

     

    I've just returned from the Apple store where they knew nothing about the issue.

     

    That was until I picked up their display Air and showed them. Sure enough within 10 seconds ITunes had crashed while in landscape mode. To say he was surprised was an understatement.

     

    Has anyone else noticed how sluggish ITunes is as well? Try going from portrait to landscape when not in ITunes then try again while in ITunes and the difference is huge.

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