iPad Air iOS9 - panic: we are hung here

Question

iPad Air iOS9 - panic: we are hung here

We have a 32gb Cellular (ATT) iPad Air that was purchased direct from Apple about 1.5 years ago.

The device produces an error message and core dump on the black apple logo page upon start.

This seems to have coincided with the upgrade to iOS9.

The error message appears in tiny letters that can only be read with a magnifying glass (thanks retina!) and reads:

panic(cpu 0 caller 0xffffff80158fb954): kernel data abort. (saved state: 0xffffff800dbfb7a0)

(followed by a lot of numbers on the next few lines)

Debugger message: panic

OS version: Not set yet

Kernal Version: Darwin kernel version 15.0.0: Fri Oct 2 14:07:07 PDT 2015;root : xnu-3248.10.42~4/RELEASE_ARM64_S5L8960X

secure boot?: YES

paniclog version: 5

(a few more lines listed here)

panic: we are hanging here...

This is a company owned iPad used by a employee.

Only the company administrator has the AppleID password (to control installation of non approved applications).

IT HAS NEVER BEEN JAILBROKEN (or whatever you call it), which I mention because all responses found to this error talk about people that have Jailbroken their devices)

It had a black screen problem less than a month ago after being update to iOS9.

The black screen was cleared with a hard reset.

The black screen happened again and so the device was restored to factory defaults via iTunes and updated on Oct 2 to the latest flavor of iOS
9.0.1 (I think) and a user backup restored.

Now, less than 30 days later, it is completely non-responsive and only produces the error message described above.

Fails to restore when connected to iTunes with either "The iPad could not be restored. An unknown error
occurred (4005)" or "(4)".

Tried alternate PCs and alternate cables, all with the latest version of iTunes.

Lots of similar complaints but no remedies to be found.

Any suggestions on how to resolve greatly appreciated.

Thank you.

iPad Air Wi-Fi, Cellular, iOS 9.0.1, panic: we are hung here...

Posted on Oct 27, 2015 6:28 AM

Reply

Answer 1

D.Cohen

Level 6

8,618 points

Oct 27, 2015 6:31 AM in response to mefromnewyork

To resolve this issue, try using the DFU mode:

Connect your device to your computer using a USB cable.
Turn off the device.
Press and hold the Power button for 3 seconds
Press the Home button while holding the Power button and hold both for 10 seconds.
Release the Power button, but KEEP HOLDING the Home button.
After about 15 seconds, iTunes will tell you it has detected a device in Recovery Mode.
Restore your device

More info here: https://www.theiphonewiki.com/wiki/DFU_Mode

Take a look at this Apple Support article and contact Apple Support in case the troubleshooting steps don't work.

If you see error 9, 4005, 4013, or 4014 when you restore your iOS device - Apple Support

http://www.apple.com/support/contact/

Reply

Answer 2

Oct 27, 2015 6:53 AM in response to D.Cohen

D.Cohen,

Thank you for the suggestion but it does not work.

There is no powering off of the device.

It is stuck with the usual black screen with white apple logo in the center that you see when starting up, but it has the error message previously described (picture attached).

Hold the power button and nothing happens, screen stays the same, powered on, and as described by the error, "hung."

If I hold the power button and home button it does enter recover mode (with picture of cable suggesting that it be connected to iTunes) but the connecting to iTunes and running the restore fails with the error previously described.

I blame iOS9 for this. It has created lots of different problems most of which seems improved (but certainly not perfect) with 9.1, but what a waste of time to keep updating a lot of ten iPhones/iPads. What happened to their quality control?

Thank you.

Reply

Answer 3

D.Cohen

Level 6

8,618 points

Oct 27, 2015 6:56 AM in response to mefromnewyork

In this case, I'd recommend contacting Apple and asking for help.

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

Reply

Answer 4

Oct 27, 2015 7:04 AM in response to D.Cohen

Thanks but I tried that.

They want to charge me to talk to them which will probably result in one of those stupid conversations where they tell me that I can buy a new iPad.

Tried to book an appointment with the Genius Bar at my local store but it keeps telling me that my email address is invalid.

It is a very frustrating experience. Apple effectively has no support for an out of warranty product, even if still a current model and out of warranty for just a couple of months.

I will file an extended warranty claim with American Express, perhaps they will refund me for this defective product.

Reply

Answer 5

kb1951

Level 10

126,131 points

Oct 27, 2015 7:19 AM in response to mefromnewyork

Did you try to call the Apple Store to schedule an appointment since you had trouble on-line?

Reply

Answer 6

Oct 27, 2015 7:29 AM in response to kb1951

I appreciate you trying to help but of course I know I can call them, but really, what is the point. Obviously there is no solution to this error or someone would have posted it. All that the "genius" is going to tell me is that I can buy a new iPad or pay them $299 to have this one replaced. And the replacement would only have a 90 day warranty. If it was something we did I would accept that but this was caused by their 'upgrade' to iOS9, so no thanks. Have already wasted too much time on this and the other flakey iOS9 issues, updating multiple devices multiple times in the last month. What I have learned from this is that we as a company will not be buying any more iPads for employees. They can supply their own and waste their own time supporting them if they feel they need one.

Reply

Answer 7

D.Cohen

Level 6

8,618 points

Oct 27, 2015 7:35 AM in response to mefromnewyork

I'd try one more thing before giving up. Drain the battery until the device powers off and then try the DFU mode once again. This may work.

Reply

Answer 8

Oct 27, 2015 8:09 AM in response to D.Cohen

Thanks for the suggestion but draining the battery has been tried. Draining the battery was easy as the 'panic' error does not go away so the screen stays lit until all battery power Is used. Additionally, I tried charging it for :24 hours before atemping a restore with iTunes. Full power, no power, this thing is bricked.

Thanks iOS 9!

Reply