Specifications

iPhone 4 Symptom Charts — Software Issues 57
2012-02-21
4. Restore with iTunes.
Restore the device using
the latest version of iTunes.
If restore fails, attempt DFU
restore.
Is the app issue resolved?
Yes Issue resolved.
No If failing app is NOT part of iOS, refer
user to the app developer for support.
Refer to Apple Support article HT1933:
How to report an issue with your
iTunes Store purchase.
If failing app is part of iOS, determine
if the issue is caused by accidental
damage. Refer to the Visual
Mechanical Inspection guidelines.
Cannot Play Media
Known-Good Parts & Materials Required: Dock Connector to USB Cable, computer running
the latest version of iTunes with a known-good USB port
Quick Check
Symptoms Quick Check
• Song, video, or other media will
not play
1. Restart the device.
2. On the device, go to Settings > General >
Software Update to verify device has the most
up-to-date software. If unavailable, verify by
plugging the device into iTunes.
3. If user’s computer is available, test that media
plays on the computer. If media does not play on
the computer, this is an issue with corrupt media.
Deep Dive
Check Result Action
1. Test with known-good media.
If problem media was
purchased, attempt to play
known-good media (free app,
free song of the week, song
preview in iTunes Store) on
device.
If problem media was not
purchased, restart the device
and resync content.
Is the issue resolved?
Yes Issue resolved.
No Go to step 2.