Auto/Lock Not working under Guided Access

Question

Level 1

12 points

Auto/Lock Not working under Guided Access

My 5yr old uses his 9.7" iPad (MP2J2LL/A) as an AAC speech device. It's in essence his voice because he is non verbal. We have his speech app under guided access so it is the only app installed on his ipad. After the last OS update, the auto sleep/lock function (which was working before we updated to the latest OS) has stopped working which is draining his battery and making it a challenge for his voice to last through the day. (with the auto sleep, a single charge would work 2-3 days). My son is unable to manually lock/sleep his device. All the settings are correct and have not changed. Is there a fix in the works? This is his voice after all. Please advise!

***I just tested before positing ... The auto/lock setting in display is set to 2minutes ... 20 minutes later , it has not gone to sleep.***

Posted on Jun 20, 2018 9:34 AM

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Answer 1

betiux Author

Level 1

12 points

Sep 20, 2018 8:58 PM in response to ping23

Sorry. Not sure what you are asking. When you said on/off button, I assumed you were talking about the hardware button to turn off the device whose function is controlled by the sleep/wake toggle in the options within guided access (which you get to by triple clicking when guided access is on - if you toggle that it will enable and disable the hardware button on the top of the ipad that turns it on/off). Not sure what you mean by the cases? There is however another toggle within the display/brightness in the configuration menu that affects those flip cases. That’s not what I am talking about here. The toggle I am talking about is in the options menu within Guided access. I tried uploading a photo. Hope Apple fixes this soon.

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Answer 2

Oct 5, 2018 10:49 AM in response to betiux

Hi everyone! I'm a speech-language pathologist and ran into this problem on a new iPad that I gave to a student yesterday. Have you tried this:

1. Put the iPad in guided access

2. Triple-click the home button like you're going to end guided access

3. Enter the password, but do not hit "end"

4. On the bottom left side of the screen, hit "options" next to hardware and buttons (see picture)

5. Change the slider next to "Sleep/Wake Button" to green

This should make it possible to use the sleep/wake button on the top of the iPad to make the screen go black. Let me know if this helps!

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Answer 3

chuck_3rd

Community Specialist

Jun 21, 2018 5:37 PM in response to betiux

Good afternoon betiux,

Welcome to the Apple Support Communities!

I understand the iPad you are using for your son is not sleeping after 2 minutes as you have set it. I would suggest turning Guided Access off, changing the Auto-Lock setting to 5 minutes, then restarting the iPad and testing. If the iPad sleeps after 5 minutes, then turn on Guided Access and test again.
Tap Settings > Display & Brightness > Auto-Lock
If this does not resolve your issue, please reply back to this thread with any additional information that you can, and I'll do my best to help you!
Use Guided Access with iPhone, iPad, and iPod touch
iPhone and iPad Accessibility Support
Take care.

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Answer 4

raina_b22

Community Specialist

Jun 22, 2018 11:15 AM in response to betiux

Hi betiux,

Based on the information you've provided, I think contacting Apple Support may be the best way to troubleshoot this issue.
Contact Apple Support

When you reach a Technical Support Advisor, you can refer them to this thread .

Take care.

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Answer 5

Aug 11, 2018 7:48 PM in response to betiux

Fyi, from Assistiveware:

Yes, we are aware of this issue and have also reported it to Apple. We expect it to be fixed in the next iOS update — iOS 12, scheduled for release Fall 2018.

This is a known iOS issue that we expect will be resolved with the release of iOS 12 - scheduled for Fall 2018. In the meantime, there are some things you can do to improve battery life while using Guided Access.

There are iOS settings that can be adjusted to reduce battery drainage. We recommend turning OFF Wi-Fi, and turning Airplane mode to ON. Additionally, please turn Bluetooth OFF, unless using a Bluetooth connected speaker. You can find these options in your Settings App.

You can also reduce your screen brightness, and turn OFF Auto-Brightness, and turn off push notifications.

If you need to have the device go into Sleep Mode, until this issue is resolved, you will have to put the device to sleep manually.

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Answer 6

betiux Author

Level 1

12 points

Jun 22, 2018 7:43 AM in response to chuck_3rd

I Followed your directions …the 5 minute autolock worked after restart without Guided Access on. When Guided Access was turned on, it stopped working … The device stays on past 5 minutes. Going on 10 minutes and it is still on. Stayed on all afternoon.

I also tested the same thing on my iPadmini 4 ... same results...

I found this support discussion in a SONOS community page re: the same issue. Sounds like iOS has an issue and it is being escalated? Could you escalate mine? Please advise:

https://en.community.sonos.com/troubleshooting-228999/guided-access-display-auto -lock-not-working-6807845

I have opened ticket with my AAC app developer as well and I am sure they’ll be reaching out to you guys too.

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Answer 7

betiux Author

Level 1

12 points

Jun 28, 2018 1:53 AM in response to chuck_3rd

Followed your directions …the 5 minute autolock worked after restart without Guided Access on. When Guided Access was turned on, it stopped working … The device stays on past 5 minutes. Going on 10 minutes and it is still on.

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Answer 8

betiux Author

Level 1

12 points

Jul 9, 2018 2:43 PM in response to raina_b22

Update: This is officially an iOS bug. I have submitted a report to apple support (calling in) which has sent it up the chain, but I was recommended to have others report this as well since they pay attention if the group of users affected is larger. This bug has been tested on an iphone, ipadmini and ipad pro on various applications... it is an iOS bug. I did download the recent public beta and at least now the screen dims at the minute marker you set for auto lock so the battery lasts a little longer (before the screen would just flicker). But I too was disappointed when it stopped working. My son uses his iPad as his voice since he is non verbal. The ipad charge would last 2-3 days before. Now it just gets to the end of the day. For us considering it's his voice, it is a safety issue. What happens if his battery runs out and he can't ask for help? If anyone reads this post, Please do call in to apple support and get it reported. Considering this is a feature that they get a lot of distance in marketing to special populations and children, you would think they would make sure this runs well ... especially with all their battery life issues. This is a battery life issue as far as I am concerned.

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Answer 9

ping23

Level 1

28 points

Jul 22, 2018 9:06 PM in response to betiux

We're in the same boat. My son's iPad battery is often dead by noon and of course, it's his voice. This change happened after an iOS update early summer 2018.

Apple has a new support department dedicated to "Accessibility"and I just spoke to an advisor there. BTW, he told me the support line was open 24/7 and that the direct number is (877) 204-3930 (I got there after a series of long holds from the general Apple Care number).

Unfortunately, he didn't seem to have a clue about this problem. He vowed to "send it on to the engineers" but I see in another post about this issue, the person was told on June 2, 2018 that they'd "resolve it within a few days."

I think we need to bug them and bug them until they fix this problem! It's clearly a software problem and a change that Apple made in that update. I spent a little time debating this advisor who was trying to tell me it was an issue with the app, and that settings get changed by accident, etc. Anything to pass the buck!

Just out of curiosity, I tried the same thing on my iPhone and it works fine! It's just the iPad.

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Answer 10

Aug 8, 2018 1:12 PM in response to ping23

I am having the same issue with my sons iPads and speech software (twin sons so we have 2 iPads with speech software). The sleep option is not available under guided access settings as stated in their online help replies. I just updated to iOS 11.4.1 on one iPad hoping the update would fix the issue but no luck. Sleep works correctly when not in guided access mode. Any responses from Apple support on a fix?

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Answer 11

betiux Author

Level 1

12 points

Aug 8, 2018 1:20 PM in response to Everett12345678910

No solution yet. Apple has not fixed the issue yet. If you havent done so already, contact the iOS Accessibility Support team at (877) 204-3930 and open a support ticket. The more open tickets related to yhis issue, the more “weight” it gives for OS engineering to address and fix this bug. Thanks!

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Answer 12

Aug 8, 2018 1:29 PM in response to betiux

Thanks - just called the iOS accessibility support team and put in a ticket. The support guy did not know that the setting was missing but checked his iPad while on the call and confirmed the issue on his end. The support guy did not know when the fix would be forthcoming - maybe ios12 in the fall but hopefully sooner.

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Answer 13

Aug 11, 2018 4:05 PM in response to Everett12345678910

Anybody get any traction with this issue? Just got off the phone with Apple Support. He had no clue about the issue and I got the same response, that he will forward to the engineers. Pretty insensative on Apple’s part.

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Answer 14

betiux Author

Level 1

12 points

Aug 11, 2018 4:28 PM in response to Tarewigod

No solution yet. Apple has not fixed the issue yet. You'll want to make sure and contact the iOS Accessibility Support team at (877) 204-3930 and open a support ticket (they are a small group of 10-12 people). They'll make sure and route the ticket through the proper channels (and they know about the bug). Chances are, if you call the general support line, it won't get anywhere. The more open tickets related to this issue, the more “weight” it gives for OS engineering to address and fix this bug. I will tell you that under the public betas, the screen now dims at the minute mark (it doesn't lock or sleep, but the dimming does seem to help a little on the battery conservation) Thanks!

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Answer 15

betiux Author

Level 1

12 points

Aug 12, 2018 10:04 AM in response to ak1956

Thanks for the advice, but not really a solution for us. The device is carried by my 5yr old and he doesn't understand the concept of a battery or charging. A caregiver is usually with him, but my safety concerns on a dead ipad is when a caregiver is not around or in emergency situations. He is nonverbal, so he would not be able to ask for help or communicate discomfort or pain. Before the charge on the iPad would last 2-3 days. A spare battery really does not ease my concerns. My concern lies when my son is using it on his own... it has nothing to do with inconveniencing me ... I have no problem charging the ipad as often as it needs to be charged. :-)

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