Show:
Restore & Update
Syncing
Mail
WiFi
Apple Potpourri
100
What requirements are needed to make backups of the iPod Touch?
What is iPod 2.0 or later software and iTunes 7.7 or later.
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. What can you instruct the customer to check?
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
The customer cannot join her Wi-Fi network using the iPod. She can join the network on her computer, but she just set up her iPod to join her secure home network. The iPod 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.
100
How much did the original "Apple I" computer sell for?
What is $666.66
200
The iPod could not be restored. An unknown error occurred" followed by error code 1601. What article describes how to resolve this issue?
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 iPod.
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 iPod and his computer. Not all of his messages appear on the computer or the iPod. When he uses his computer, new messages appear there, but when he uses the iPod, the messages he reads 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 iPod 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 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 iPod. 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.
200
Which Apple Retail store was the most expensive to build?
What is The 5th Avenue Store in Manhattan, NY. Demolition and building costs were over $10 million total.
300
A customer's iPod is frozen at the Apple logo and iTunes doesn't recognize the iPod. Further probing and troubleshooting indicates that you need to restore the iPod. What KBase article should you use to troubleshoot?
What is HT1808
300
A customer has contacted Apple because she has issues syncing her content to the iPod. 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 iPod?
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 iPod can receive mail but can't send it" section of iTunes Help.
300
The customer's Windows computer can connect to his third-party wireless router, but his iPod cannot. What should you suggest?
Inform the customer to update the firmware on his router from the router's manufacturer (usually via a download).
300
Apples operating system OS X uses "Big Cat" names for each release. What was version 10.0 nicknamed?
What is Cheetah
400
The customer encounters error code 1011 when restoring her iPod. Which KBase article can you use to troubleshoot?
What is TS1275
400
A customer has converted her video for playback on the iPod. However, the video plays on the iPod 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 iPod. 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
What common items can interfere with wireless network performance?
Microwave Bluetooth device Cordless Phones Fluorescent Bulbs Metal Buildings
400
When was the original iPod released and how many songs could it hold/
What is 2001 & 1000 songs
500
List the 5 R's
What is Reset, Retry, Restart, Reinstall & Restore
500
Which programs are within the scope of support for syncing the iPod with Microsoft Products
What is Microsoft Outlook 2003 Microsoft Outlook 2007 Outlook Express Windows Address Book (Windows XP Only) Windows Contacts (Vista Only) Windows Mail (Vista Only)
500
What email accounts are supported push email accounts for the iPod Touch?
Mobile Me Microsoft Exchange Yahoo!
500
Which wireless protocol can reach a maximum transfer rate of 300 Mbit/s?
What is 802.11n
500
Which famous astronomer sued Apple for using his name as a codeword for an upcoming computer?
Who was Carl Sagan