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kissaragi Author

Level 1

86 points

iPad Pro 12.9” not responding to touch intermittently

I bought an 12.9” iPad Pro 2017 around 6 months ago and since day one I’ve had trouble with the screen not responding to touch intermittently. It will randomly stop responding to my touch for anywhere between 1 and 30 seconds before coming back, it’s most noticeable when typing as letters or whole words will be missed which is infuriating. The home button still responds and usually gets things working again. I’ve also found that having bluetooth off stops it happening quite so often but it still happens (it’s happened a few times just typing this message out). The Apple Pencil always seems to work, it’s just finger touches that stop doing anything.

I kept hoping an update would fix the issue but nothing has changed yet. I love the iPad but this issue is unacceptable for such an expensive piece of equipment and is driving me nuts now. I’ve tried doing an erase and restore twice with no effect. I also keep the screen as clean as I can.

Im concerned about sending this in to Apple to be looked at because it’s an intermittent issue that they may not be able to replicate in the no doubt short testing they do. Has anyone else with this issue had any luck with apple support fixing it?

iPad Pro Wi-Fi, iOS 11.3.1, 12.9

Posted on May 19, 2018 8:51 AM

338 replies

Donicles

Level 1

13 points

Jun 5, 2018 7:36 AM in response to kissaragi

Hey brah,

i have the same problem.

I took it it back to Apple and long story short they gave me a replacement (reconditioned).

This one also does it, but not as bad as the last one.

so I dunno, is it software or a hardware issue.

Very keen even to hear how you go.

kissaragi Author

Level 1

86 points

Jun 5, 2018 7:40 AM in response to Donicles

Thanks for the feedback. I’m sorry yours is still having the issue.

The iPad came back to me within a couple of days. Apple say they couldn’t replicate the issue (which isn’t surprising given how random this problem is) and that the hardware tests showed no problems.

I contacted Apple again and I’ve been given a senior customer service agents number and extension to ring if the problem continues (which it has). I’m currently taking notes of when and how it happens before I ring her back.

She seemed convinced that this wasn’t a hardware issue but who knows at this point.

Marcus57

Level 1

10 points

Jun 23, 2018 9:19 AM in response to kissaragi

Mine is similar. My iPad Pro 12.9 just stops responding no matter what app I am using. The buttons are also unresponsive. Home button, power button, combination of them to reset all unresponsive for up to 1 1/2 minutes. No good solutions yet except to return to Apple?

kissaragi Author

Level 1

86 points

Jun 23, 2018 10:13 AM in response to Marcus57

That’s even worse than mine. All the physical buttons still work for me at least. Do you have an Apple Pencil? If so does that still work when the screen is unresponsive?

I'm still talking to Apple at the moment trying to find out what the problem is. They have been very good so far even though it’s not solved yet. I would definitely encourage you to get in touch with Apple and see what they can do. the more people that contact them the more they will be able to learnHow widespread this is.

Good luck with it and keep us updated.

Donicles

Level 1

13 points

Jun 28, 2018 6:57 AM in response to kissaragi

They replaced it again with another refurbished.

‘’This is my 3rd iPad Pro 12.9 gen 2. If this one does it too I’ll just live with it.

This refurb is old, had iOS 10.3.3 installed on it.

I suspect its hardware, surely if it was software all iPads would do it.

kissaragi Author

Level 1

86 points

Jun 28, 2018 8:19 AM in response to Donicles

I wonder how it can be purely software because surely apple would have noticed by now and fixed it. Some people have had these issues since iOS10 too. Its very puzzling.

Im sorry your third iPad is having the problem. Perhaps a lot of these refurbished iPads were returned because of this issue but then pass all the hardware tests and so are sent back out again?

Im currently having my software investigated so maybe they will find something useful. I will update here when I know more.

Donicles

Level 1

13 points

Jun 28, 2018 3:26 PM in response to kissaragi

That would be great. Pls keep us updated.

‘’This 3rd iPad is ok so far.

‘’But if it starts doing it as well I might just accept the issue. But really, should I?

the lady at Apple was convinced it was software, but like you said,surely would have been fixed by now if that was the case.

First time I’ve had any real issues with an iPad.

Verae

Level 1

4 points

Jun 28, 2018 4:17 PM in response to Donicles

I have the same problem and so far just put up with it because it does not happen often. It was interesting to see that other people have problems too. When it happens I turn off the iPad Pro and start it again. That works for me.

Jul 21, 2018 11:55 AM in response to kissaragi

is it being replaced with a NEW or refurbished iPad? what all did you have to go through to get a replacement? for the money we pay for the large IPad Pro.. we shouldn't be having this problem, let alone have it replaced with a "refurbished" iPad.

kissaragi Author

Level 1

86 points

Jul 21, 2018 12:03 PM in response to sandylynn131

They didn’t say so I take it I will be getting a refurb. I don’t mind getting a refurb per say but as my current iPad passes all the hardware tests and still has the problem what’s to say the refurb won’t have it too?

I will see anyway, hopefully I will get lucky.

kissaragi Author

Level 1

86 points

Jul 21, 2018 12:07 PM in response to sandylynn131

I’ve spent the last month or so talking to someone from senior technical support. I got put through to her from talking to Apple support chat. I’d just politely keep pressing the issue, hopefully you will get passed up the chain to someone that can help you.

Apple need to know this isn’t an isolated issue.

June Day

Level 1

12 points

Jul 21, 2018 1:16 PM in response to kissaragi

My iPad Pro has the same problem. I also called Apple support about this keyboard problem and went througj the test. The support person thought it my have been my emoji keyboard that was creating the poblem. I removed the keyboard and it seemed to help but now the problem has returned. This seems to be a software problem and as one, should have a fix for this expensive tablet. I have had three tablets and this is the only one that has a problem. It is very irritating and causes many mistakes that should not be made. Many times it creates with password entry and I have had to change passwords more times that necessary due to the faulty keyboard. If a person has AppleCare they should not be given a refurblished iPad Pro. I will continue to follow up with Apple.

June Day

Level 1

12 points

Jul 23, 2018 12:18 PM in response to Donicles

Hey Donicles,

I have no idea what the problem is, but it should have a solution. Apple products should not be left as is. I am not happy because Apple has a reputation for quality products and based on this I did not mind paying the high cost. Next time I may not be so willing. I expect better from Apple.

kissaragi Author

Level 1

86 points

Aug 1, 2018 4:56 PM in response to kissaragi

Well my iPad was replaced with a refurbished unit (which I don’t mind personally) and so far I haven’t had any issues after about 5 days of use. Fingers crossed it continues to not have any problem. I will update here again in a few weeks.

theedman

Level 1

4 points

Aug 3, 2018 8:07 AM in response to kissaragi

I started to get this issue a few days ago. It appears to happen to only half my screen at a time. Doesn’t necessarily have to be when I’m using the pencil but it appears to increase the frequency. I have AppleCare+ on my iPad. Do I that if I get a refurb?

iPad Pro 12.9” not responding to touch intermittently