Restore and Update
Syncing
Mail
Activation
Wi-Fi
100
A customer wishes to know how to back up the data on her iPodTouch What do you tell the customer?  
Inform the customer that with iPhone 2.0 or later and iTunes 7.7 or later they can manually back-up their iPodTouch by Control-clicking on the iPhone in the Source list.  
100
How should you help a customer who wants instructions on how to use Outlook Express to sync calendar information?
Explain to the customer that, unfortunately, Apple doesn't provide support for using Outlook Express to sync calendar information. Knowledge Base article TS1323, "iPhone and iPod touch: Minimum system requirements," details the iPhone system requirements.
100
A customer indicates that she receives an "SMTP authentication failed" message when trying to send an email from her myemail@myisp.com account. How would you troubleshoot this issue?
Confirm the customer's SMTP server and authentication settings (user name and password) in email settings. Use the iPhone Mail Setup Assistant to guide the customer through configuring her email and checking her settings.  
100
A customer wishes to know if she can use her current mobile phone number when she purchases an iPhone.
What(depends on the region the agents support) – Knowledge Base article HT1269, "Internal: About Exclusive Wireless Carriers for the original iPhone," lists current carriers and some details about the support their contracts offer. The Number Porting section provides information about using current phone numbers with an original iPhone. Knowledge Base article HT1937 "Locating iPhone wireless carriers" will provide similar information about the iPhone 3G and 3GS. is
100
he customer cannot join her Wi-Fi network using the iPhone. She can join the network on her computer, but she just set up her iPhone to join her secure home network. The iPhone indicates a password error when attempting to join the network. What should you tell the customer?
Instruct the customer to re-enter the network's name or password and be sure to enter all spaces and capital letters appropriately.
200
A customer informs you that he gets an error message when he restores his iPhone. The error reads: "The iPhone could not be restored. An unknown error occurred" followed by error code 1601. What troubleshooting should you do for this issue?
The customer should follow the steps in Knowledge Base article TS1275, "Update and restore error messages on iPhone and iPod touch" These steps may include removing iTunes and Apple Mobile Device support and then reinstalling the latest version of iTunes.
200
A customer purchased an album from the iTunes Wi-Fi Music Store and would like to know how to sync the music to his computer from the iPhone.
Knowledge Base article TS1513, "Troubleshooting the iTunes Store for iPhone and iPod touch," lists the instructions for this issue in the "Finding Your Purchased Content" section.
200
The customer has his email account configured on both the iPhone and his computer. Not all of his messages appear on the computer or the iPhone. When he uses his computer, new messages appear there, but when he uses the iPhone, the messages he read on his computer do not appear, and vice versa. Can you explain to the customer what is occurring and how he can resolve it?
The customer uses a POP account for his email, which removes messages from the server when he retrieves them, no matter which device he views them on. In doing this, the iPhone and the computer show only the messages that particular device retrieved from the server. To correct this, the customer needs to edit his account on the server so that the server doesn’t delete the messages after download.
200
A customer has contacted you to determine if his wireless carrier supports "unlocking" the iPhone. What should you tell him?
depends on the region the agents support) – Knowledge Base article HT1269, "Internal: About Exclusive Wireless Carriers for the original iPhone," lists current carriers and some details about the support their contracts offer. The Number Porting section provides information about using current phone numbers with an original iPhone. Knowledge Base article HT1937 "Locating iPhone wireless carriers" will provide similar information about the iPhone 3G and 3GS.
200
A customer is currently in his local coffee shop and can access the coffee shop's public hotspot, but the weather and stock application information does not update. What troubleshooting steps should you suggest?
The customer should open Safari and see if he needs an access code to access the Wi-Fi network on the iPhone. Some public wireless access points re-direct a browser to an authentication page for the Internet connection to function properly. The customer needs to get a code from a coffee shop employee to access the network and load the information from the applications.
300
A customer's iPhone is frozen at the Apple logo and iTunes doesn't recognize the iPhone. Further probing and troubleshooting indicates that you need to restore the iPhone. How do you instruct the customer to do this?  
Follow the steps in Knowledge Base article HT1808, "iPhone and iPod touch: Unable to restore," to perform a forced restore on the iPhone.  
300
A customer has contacted Apple because she has issues syncing her content to the iPhone. iTunes unexpectedly quits whenever she attempts to sync.
The customer needs to reinstall Apple Mobile Device Services by following the steps to reinstall iTunes as indicated in the first section of Knowledge Base article HT1737, "iPhone: Basic troubleshooting."
300
A customer indicates that to set up her email, she needs to enter a specific port number to send email. How can she do this on the iPhone?
The customer needs to set up her SMTP account by adding the port number after the SMTP address. For example, it needs to read "smtp.myisp.com:123." You can find this information in the "If your iPhone can receive mail but can't send it" section of iTunes Help. 
300
Your customer has just activated her phone and has properly followed the steps to enable Visual Voicemail; however, it does not seem to work and they want to set up a repair. What troubleshooting steps should you take?
According to Knowledge Base article TS1689, "Internal: Do not dispatch, exchange, replace, or set up a repair for the following iPhone symptoms," the agent needs to get the customer in contact with his or her wireless carrier. The wireless carrier handles issues with Visual Voicemail.
300
A customer's iPhone has joined a public wireless network, but she cannot load any pages or update the information on her stock and weather widgets. The customer does not have access to the network administrator or anyone who can provide a code to access the connection.
Instruct the customer to use the iPhone "Forget this Network" feature and join her cellular data network to load the website she wishes to view. To do this, go to Settings > Wi-Fi  and tap the arrow next to the network's name and then tap "Forget this Network." The iPhone no longer joins that network and should load webpages from the cellular data network.
400
The customer encounters error code 1011 when restoring her iPhone. How would you advised the customer to do?
The customer should follow the steps in Knowledge Base article TS1275, "Update and restore error messages on iPhone and iPod touch" and if the troubleshooting does not resolve the issue, a hardware repair may be needed.
400
A customer has converted her video for playback on the iPhone. However, the video plays on the iPhone with no audio. The original video works fine in iTunes, but the converted video has no audio. What is likely the cause of this issue and what should you suggest she do to resolve it?
The customer likely converted a muxed video file. In doing so, the converted file will not play with audio in iTunes or on the iPhone. The information on the original video file in iTunes indicates in the format that the file is a muxed format and will not work upon conversion.
400
A customer is having difficulty with his Mail account, including sending and receiving email. After some probing and verification through troubleshooting you determine the customer needs to acquire his email settings from his Internet Service Provider. He is unsure what to ask them. Provide the customer with the appropriate questions to ask his ISP when he contact them.
Agents should refer the customer to Knowledge Base article HT1277, "What to ask your ISP if you're having issues sending, receiving, or configuring Mail" so they can print out the data and fill in the information from their ISP.
400
A customer has contacted you for assistance transferring his contacts from his previous mobile phone to a new iPhone. Please provide instructions for both Mac OS X and Windows.
Provide the customer with the information located in Knowledge Base article HT1648, "Transferring information to iPhone from another phone," so he can perform the sync himself. A U.S. customer can take an iPhone into an AT&T store and AT&T staff can perform the transfer, but this will vary by region and geo.
400
The customer's Windows computer can connect to his third-party wireless router, but his iPhone cannot. What should you suggest?
Inform the customer to update the firmware on his router from the router's manufacturer (usually via a download).
500
If the customer gives you an error code - what type of issue is it?
specific
500
What are the three ways to sync an ipod Touch
Automatically Autofill Manually
500
Name the two types of incoming mail servers used by the iPodTouch Name the outgoing mail server state the full wording for each acronym
imap and pop smtp
500
Does the iPod Touch have to be activated?
Yes, it is activated in itunes
500
Which network configuration can wireless devices from seeing a Wi-Fi network?
The wireless network is a closed network.
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