Show:
Restore & Update
Syncing
Mail
Activation
Wi-Fi
100
The manual way to force the iPhone to backup in iTunes for Mac OS X.
What is control-clicking the iPhone in the source list and choosing "back up"
100
A customer who wants instructions on how to use Outlook Express to sync calendar information. This is how we should respond this query.
What is 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. This is what we should check to resolve this issue
What is confirm the customer's SMTP server and authentication settings (user name and password) in email settings.
100
A customer wishes to know if she can use her current mobile phone number when she purchases an iPhone. This article goes into more detail about this subject of porting for all iPhone carriers.
What is 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.
100
The 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. This should be your first step in troubleshooting.
What is 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. The customer should use this article.
What is TS1275.
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. This article should assist them.
What is 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 reads on his computer do not appear, and vice versa. These could be the root causes of this issue.
What is 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. This article should clarify this issue.
What is 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.
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. This customer should try this first.
What is 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 application
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. He should use this article.
What is article HT1808
300
A customer has contacted Apple because she has issues syncing her content to the iPhone. iTunes unexpectedly quits whenever she attempts to sync. This would be the correct steps and article to refer to when troubleshooting.
What is 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. The customer should follow this step to resolve the issue.
What is 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. This article tells why NOT to set up repair.
What is 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
IT'S A VIDEO DAILY DOUBLE!!!!!!!!!* *Points will not actually be doubled
What are private insurance, 3rd accidental warranty, or Apple's OOW repair for $199.
400
The customer encounters error code 1011 when restoring her iPhone. According to TS1275 what should the customer do if troubleshooting does not resolve this error
What is set up hardware repair.
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. This is likely the cause of this issue and what you should suggest she do to resolve it.
What is a converted muxed video file. 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. You should send them this Kbase article.
What is 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. This article provides instructions for both Mac OS X and Windows.
What is 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. You should suggest this step to get his router working with all newer model hardware in his household.
What is update the firmware on his router from the router's manufacturer (usually via a download).
500
While the customer is restoring their iPhone is constantly freezes on "Verifying iPhone software" and never progresses. As soon as he unplugs it gives him and error code 9 and stays in recovery mode. He has followed all basic trouble shooting. This should be your next step.
What is editing the Registry as detailed in TS1275. However this should only be done if the customer consents to doing so.
500
A customer is unable to sync music to his iPhone. And when trying to play these same songs on the computer it gives him some error about "authorization" that he doesn't recall. This is a possible solution for this issue.
What is authorize the computer with his itunes account by going to menu bar at the top of itunes and clicking Store->Authorize Computer
500
A customer receives the error "Could not send mail. Recipients address is invalid." You follow these steps to resolve this issue.
What is put the customer's email username and password into the outgoing SMTP server. This is done by going to Settings->Mail, Contacts & Calendars->[account name]->SMTP
500
This customer needs help. Watch the video and wait for the question.
What is activate. The customer's phone is behaving normally but simply needs to be plugged into iTunes to be activated
500
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. However the iPhone keeps connecting to this network when she is in the area. The custoemr should takes these steps to resolve the issue.
What is 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.