Black screen on iPad Mini 2 after iOS 12 Upgrade

1. Make sure that you're using the latest version of iTunes.
2. If iTunes is already open, close it. Connect your device to your computer and open iTunes. If you don't have a computer, borrow one from a friend or go to an Apple Retail Store or Apple Authorized Service Provider for help.
3. While your device is connected, force restart it with these steps, but don't release the buttons when you see the Apple logo, wait until the connect to iTunes screen appears:
   • On iPhone 8 and later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then, press and hold the Side button until you see the connect to iTunes screen.
   • On an iPhone 7 or iPhone 7 Plus: Press and hold the Side and Volume Down buttons at the same time. Keep holding them until you see connect to iTunes screen.
   • On an iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Home and the Top (or Side) buttons at the same time. Keep holding them until you see the connect to iTunes screen.
     
4. When you see the option to Restore or Update, choose Update. iTunes will try to reinstall iOS without erasing your data. Wait while iTunes downloads the software for your device. If the download takes more than 15 minutes and your device exits the connect to iTunes screen, let the download finish, then repeat step 3.
   
5. After the Update or Restore completes, set up your device.

Okay, as promised, here are the details on how I got a new replacement iPad mini 2 from Apple to resolve this issue. To be clear, the device was well out of warranty and never had an extended warranty. And while I do own a fair share of Apple products, I am in no way anyone important or a high-finance decision maker for a large company with a considerable investment in Apple products. I'm just a trucker who lives on the road 24/7.

So here's what I did. You're mileage will likely vary. The trick is to keep notes, particularly of people's names, departments, titles, and phone numbers and never, ever give up. Just stay on it every day until the issue is resolved.

1. Do your homework. Collect the model, serial, and IMEI numbers as well as the specs of the device (RAM, Cellular, etc).
2. Call Apple technical support at 1-800-MY-APPLE and ask to speak to a "Technical Supervisor". (This is hit or miss, depending on who who get on the phone). You COULD try a little social engineering and suggest that you're "returning a call" to a Technical Supervisor or you might try jumping ahead by calling the Supervisor's Department directly, but I suspect the numbers or at least the extensions are rotated. For example, one extension was five digits long and another was seven digits long just six days apart from each other. The phone numbers were also very different, but here they are if you want to try that route: 1-877-203-0418 and 1-877-388-0879. Regardless of how you get there, absolutely NOTHING will happen until a Technical Supervisor discusses your case.
3. Be very clear as to what you expect them to do. I simply wanted a functional iPad mini 2 like I had before iOS 12.0 bricked it. Also, be clear that there is no doubt in your mind that the iOS firmware is responsible for the problem. And make sure they know that the device is functional (responds to iTunes, Siri can be activated, etc), it's just the display that's not working.
4. During your discussion with the Technical Supervisor, be sure to refer to this support thread (https://discussions.apple.com/thread/8544153). This is very important. It gives them an idea of the history, issues involved, and number of people affected. In my case the Technical Supervisor asked me to run a number of analytic logging processes over the next couple of days (Settings > Privacy > Analytics). These have to be requested by them in order to work.
5. These logs may reveal other issues that are wrong with your iPad. In my case it indicated that my battery had over 500 cycles. That's substantial. I also tried to completely drain the battery by taping the power button until it didn't even have reserve power to show the charge request screen. This flagged the battery as "dead" in the logs. Don't let them get distracted by this or any other problem. The battery is not the problem, because the problem persists when plugged into power.
6. If all goes well initially, you should receive an email from the Technical Supervisor you spoke with including their name, direct phone number and extension. Hold onto this! And call them on a DAILY basis UNTIL they confirm that the issue has been escalated to either Engineering or Repair. Engineering means more waiting and perhaps more questions and analytics. Repair means you're on the home stretch.
7. They can decide to either deny service, offer repair options, or replace your iPad. (Be aware, they usually don't have to do anything for a device that is out of warranty with an aftermarket display, but this is a "special circumstance" due to the firmware issue, so be gracious). I opted for replacement.
8. Replacement can be handled in one of two ways; 1) drop off your iPad at a local Apple Store and deal with parking and crowds in the middle of a busy mall during the Christmas Season, or 2) they can mail you a FedEx return box. I opted for the box. It has everything you need to secure the device and send it back to them. It even included these cool little tape strips to secure the box.
9. If everything goes well, when your iPad arrives at the repair center, the tech should see that your repair order has been flagged by the Technical Supervisor as a "special circumstance" and will ship you a replacement iPad of the same specifications at no charge. The replacement even comes with a 90 day warranty!

All said and done, from first call to new delivered iPad was just six business days.

Please be sure to share your observations, successes and challenges here so everyone can benefit from your experience.

Best of luck to you all.

Scott

[Personal Information Edited by Host]

Thank you, for this post. This was exactly what I did this weekend. I have to say that I was very impressed with the service from apple. After I called them for support and could not help over the phone, they booked me an appointment at the nearest apple store. After a few glitches and a full restore, I now have a fully working iPad mini 2 on iOS 12. The tech guy said that is may have been because I was updating form iOS 8, also it would not update on windows but was fine on the Mac. Hope this helps someone out there , who is as frustrated as I was. Also no charge by apple for the support or appointment. Thanks apple.

Apple deleted my original message. So let's try this again...

Thank you Grant for starting this thread. I have been banging my head against the wall for over a month now trying to figure this out. And I'll go one step further! My iPad Mini 2 was working fine with the ORIGINAL screen until I upgraded to 12.0. Soon after, I was playing a game and just by chance was not holding the iPad when I noticed the screen suddenly developed a serious ghosting pattern of overlapping icons. I AM NOW CONVINCED THAT IOS 12 KILLED MY FACTORY SPEC IPAD MINI 2!

Not knowing that at the time, I just assumed my poor, five year old iPad had just given up. So I bought a replacement LCD screen off eBay for $43. I replaced the faulty display and it worked great...right until I put the iPad to sleep. Then it wouldn't come back. It was on. I could hear it functioning and I could activate Siri, but the display was black.

I have found that if you hold the power button down and then slide to power down, it will start back up normally when you click the power button again as normal. This is just slightly easier and quicker than the home/power hold for 8 seconds reset.

I've also noticed that if you click the power button and then VERY quickly click the home or power button again, the display will come back on, but at 50% light level. Nothing you do will improve it though. You have to reset to get full brightness again. While the screen is dim, the bottom section has a distinctive pattern similar to spot lights on a road sign.

I'd say more - much more - but it seems to be snowing in ❄ Cupertino ❄ ...

Update: took iPad to Apple store and they confirmed it appears to be caused by OS. Since it’s out of warranty they said it’d be $200 to replace but that seems ridiculous given it’s the OS that caused it. That’s like bringing car in for routine maintenance and mechanic used wrong parts & fluids that completely seized engine then tells me to pay him to fix it. The Genius rep told me to call Apple directly and he sent in a note to the technicians that this appears to be an emerging issue. As such, Apple might offer refund when/if they issue iOS fix after i have paid for a replacement.

Everyone new or old to this posting with this iPad Mini issue needs to keep hammering the iPad feedback page.

If Apple does not receive enough feedback about this iPad Mini 2/iOS 12 issue, this issue WILL remain a low priority on Apple’s list of iOS 12 fixes.

Currently, there is no where near enough iPad Mini users having and posting this issue with their iPad Mini 2 models.

So, there will NOT be enough iPad feedback numbers talllied up for Apple to take notice in their feedback count of this issue.

It's going to take hundreds to a few thousand iPad Mini 2 users posting feedback, using the supplied feedback link, that they are having this exact same issue with their iPad Mini 2 under the latest iOS 12.1 update, for Apple to initiate actions for a fix and an iOS update with Apple’s fix for this.

So, a fix for everyone’s iPad Mini 2 issue, under the latest iOS 12.1, MAY very well take some time.

You need to either call Apple via the contact link I provided or bring your iPad into your nearest, “local” Apple Store or Apple authorised reseller/service center for diagnosis, evaluation and potential options.

Best of Luck to You!

Hi AususNovus,

Glad to here your from the Philippines.

I tried restoring my iPad Mini 2 using Mac and yet same issue occurs.

Ask an apple tech support and informed me that it might be a hardware issue and I should go to the nearest Apple authorized service center because there is no Apple Store here in PH.

You can refer to the conversation I have with their tech support on the attached file below.

I will update here once Service Center will do the fix and how much will it cost me because my iPad is long due my Warranty period.

i`m having the same here it started with ios 12 nothing workout i had to downgrade it to ios 11.4 as it was signed by the time.

now it updated at night and ios 11.4 are not signed anymore

Update: From our Apple business team - Apple are aware of the issue and are working on a fix (no ETA yet though).

Apple really don't want to know about this issue. I've spent over 5 hours on the phone to them, I've been into store. I even sent an email to Mark Rogers (UK Chief Exec) and despite getting a response from one of his executive teams, it seems the only response they give is to "wait whilst their engineers try and work on a solution", I was told this could be weeks or even MONTHS!! They all acknowledge that iOS12 has caused the issue but won't do anything to resolve. I've logged my issue with BBC Watchdog and would advise you all to do the same. Its funny how Apple can pull a software update for the Apple watch after reports of it bricking some of the watches but because their is only a handful of people experiencing this iPad Mini 2 black screen issue, they don't seem bothered. Even more maddening that Apple have released 12.0.1 and 12.1 in the meantime which has done nothing to resolve our issue.

I'd advise to also seek out Mark Rogers email, its on the internet and email him directly as well as maybe if a few of us join together we might get somewhere.

Apple have no official way of complaining, only providing "feedback" which does not get any kind of official response. I've logged two cases with them (which were complaints) and had nothing back, I've been passed through no less than 7 senior advisors who all "promised to resolve my issue" although all ended the call with, I really sympathise with you but the best thing I can tell you to do is to bear with the engineers".

Its embarrassing from a company which supposedly prides itself on exceptional customer service. I was quoted £120 at the Birmingham store to fix the issue. Why they can't replace them for this (which I'm sure isn't even worth £120 as they'll be a mark up on that) I don't know.... 38 days and waiting...

Small claims court is my next step...

All my years using and updating ios on ipad mini 2,This version 12.1 screwed up big time.

Hopefully they‘ve been notified and fix this problem on the next ios update.

Its not about hardware related,because most of us had a same problems.

+1 with this problem. brief: screen will not turn on again after locking, iPad function underneath, hold 'home' and Siri can listen and respond. Force reboot turns on screen again.

iPad mini 2 Cellular

iOS 9.3.3 to iOS 12.0.1

- tried also upgrading 12.1

- tried restoring the OS

- tried clearing & erase everything

- tried restoring backups etc

but no difference.

So glad this issue is being bought out!! TOGETHER WE ARE STRONGER!!! KEEP THE MINI 2 ALIVE!!!

These Apple product technical support communities have always been user to ueser driven.

Been this way since the early days of Apple and has been this way for the last 15 years that I have been an active regular contributing volunteer member here.

You could try this, also.

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

But, if enough iPad Mini 2 users send feedback about this potential iPad Mini/ iOS 12 issue, using the iPad feedback page link provided, the faster Apple employees will become aware of this iPad Mini 2/iOS 12 issue and faster a fix will start to be worked on and a fix issued in another iOS 12 dot/point release.

As it is right now, all everyone is doing in this post thread is just writing and discussing this issue amongst yourselves with Apple having NO clue that this iPad Mini 2/iOS 12 issue even exists, much less becoming a growing issue.