Professional Documents
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This lesson is written for Apple iOS technicians and will prepare you to take and pass the timed, open-resource iOS Qualification Exam (9L0-
E06). This is lesson 6 of 7.
The content maps directly to the exam and covers the communication and triage skills required to evaluate, isolate and resolve a customer's iOS
device issues.
Lesson Objectives
Describe a given Apple product in terms of both its features (technical capabilities) and benefits
(advantage to the user).
Given a specified Apple product, describe the technical specifications and related technologies for
that product per Apple documentation.
Correctly demonstrate the proper and safe handling of batteries per Apple safety standards.
Use the correct tools, equipment and procedures to properly configure an ESD-compliant
workstation on which to complete service and repairs according to Apple procedural standards.
Given an isolated iPhone issue and a possible resolution, use Apple documentation, approved tools,
and service inventory to safely repair the hardware device.
Given a product-specific service repair, identify specialiazed tools, fixtures or procedures required
to service the product.
Given an Apple product, locate the serial number for that product.
Complete a visual/mechanical inspection of a given Apple product to determine the repair options
and warranty coverage of that product.
Ke y T e rms
Sa fe ty
Ba tte ry Sa fe ty
iPhone 5c includes a lithium-polymer rechargeable battery. Avoid exposure to heat and open flame. Do not puncture, deform, crush, or
incinerate as exposure to ingredients contained within or their combustion products could be harmful. During a fire, the battery may emit
irritating and toxic gases and aerosols may be generated by thermal decomposition and combustion.
Wa rning
If the battery is dented, punctured, or otherwise damaged, do not remove battery from iPhone. Reassemble and replace
whole unit.
Do not reuse or reinstall a battery after it has been removed from iPhone.
For more information regarding battery safety, refer to Apple Support article OP24: Safely Handling Lithium Ion and Lithium
Polymer Batteries.
Broke n G la ss Ha nd ling
The front cover of iPhone 5c is made of glass. The back of iPhone 5c is made of plastic. The glass display could break if iPhone 5c is dropped
on a hard surface, receives a substantial impact, or is crushed, bent, or deformed. If the glass chips or cracks, do not attempt to remove the
broken glass. Follow these steps:
In the Box
Se ria l Numb e r
Wind ows:
Windows XP Home or Professional (SP3 or later), Windows Vista, Windows 7, Windows 8
iTunes 11.1 or later
Internet access required; broadband recommended; fees may apply
Apple ID required for some features
iPhone models can be identified by model number, which is engraved on the back case.
All iPhone models have a unique configuration code (the last 3-4 characters of the serial number), specific for each model type, color and
capacity. The configuration code (listed in the table below) is the best way to precisely determine which model is being serviced.
A1 4 5 6 A1 5 0 7 A1 5 1 6 A1 5 2 6 A1 5 2 9 A1 5 3 2
iP hone 5 c
CDMA G SM CDMA CDMA CDMA G SM CDMA
3 2 G B White DTWF FLFL FQ14 FQ14 FLFT FQ14 FM1N FNDK FNLY
3 2 G B P ink F39D FLG2 FQ18 FQ18 FLG0 FQ18 FM20 FNDP FNM3
3 2 G B Ye llow DTWH FLFM FQ15 FQ15 FLFV FQ15 FM1Q FNDL FNM0
3 2 G B Blue DTWG FLFN FQ16 FQ16 FLFW FQ16 FM1T FNDM FNDM
3 2 G B G re e n DTWD FLFP FQ17 FQ17 FLFY FQ17 FM1W FNDP FNDP
1 6 G B White FFHH FFT5 FQ0Y FQ0Y FL01 FQ0Y FFHG FNDD FNLQ
1 6 G B P ink FFHR FFTN FQ13 FQ13 FL05 FQ13 FFHQ FNDJ FNLW
1 6 G B Ye llow FFHK FFT6 FQ10 FQ10 FL02 FQ10 FFHJ FNDF FNLR
1 6 G B Blue FFHM FFT7 FQ11 FQ11 FL03 FQ11 FFHL FNDG FNLT
1 6 G B G re e n FFHP FFTM FQ12 FQ12 FL04 FQ12 FFHN FNDH FNLV
P owe r a nd Ba tte ry
Se nsors
Three-axis gyro
Accelerometer
Proximity sensor
Ambient light sensor
iPhone 5 is used in the cleaning procedures examples. Cleaning procedures remain constant across iPhone models.
Ca ution
Never use compressed air to clean any part of an iPhone, as this can damage delicate components.
SIM T ra y
Dirt and debris around the SIM tray slot of the device can appear dirty and
cause issues, such as:
Difficulty opening/closing SIM tray.
Dirt and debris entering device when SIM tray is ejected and removed.
He a d p hone /He a d se t J a ck
Debris in the headphone/headset jack can cause audio or functional issues, such as:
Device is stuck in headphone mode and no audio is heard from receiver or speaker.
Headphone audio is distorted (static or crackles) or is not functioning.
Headphone audio is only heard in one channel.
Headphone microphone has distorted sound or is no sound.
Headphone connector will not fit all the way into headphone/headset jack.
Wa rning
WAR NING : Do not use long metal tools (such as screwdrivers or dental picks) while cleaning inside the headphone/headset
jack, as this could lead to battery puncture.
1. Use a lighted otoscope or magnifying glass to inspect for debris. Use an
ESD-safe brush to brush out lint or debris.
2. Use just enough bristles to fit inside the headphone/headset jack. Twist
the bristles to loosen and lift out debris.
Sp e a ke r a nd Microp hone
Debris blocking the speaker and microphone openings can cause audio
performance issues, such as:
Low or distorted volume audio from the speaker.
Muffled, low volume or distorted audio recorded from the microphone.
R e ce ive r
Debris blocking the receiver opening can cause audio performance issues,
such as:
Muffled, low volume or distorted audio through the receiver.
Use extreme care to avoid damaging the microphone embedded within the
receiver opening.
Avoid using large sweeping motions across the glass, as this could lead to
scratches.
3. Use a micro-fiber cloth to clean away the loosened debris.
T roub le shooting
Ha rd wa re vs Softwa re issue s
Some e xa mp le s of iP hone softwa re symp toms (includ ing corrup t or inva lid use r d a ta ) includ e :
Hardware issue? Reference Apple Support article TS2802: iPhone: Hardware troubleshooting to learn how to verify iPhone
hardware is working correctly.
Caller ID issues
Dictation issues
FaceTime issues
Siri issues
SMS/MMS/iMessage issues
Syncing issues
Voicemail issues
Ba ckup Use r Da ta
Before troubleshooting a users device, verify that the data is backed up to iCloud or to iTunes on the users computer.
Imp orta nt
To avoid syncing a users device to a test computer, go to iT une s > P re fe re nce s > De vice s and select Prevent iPods,
iPhones, and iPads from syncing automatically.
For more information on backing up user data, refer to Apple Support articles:
Imp orta nt
These steps may not be effective for all issues. Apply only the steps necessary to isolate and resolve the issue.
Procedure Action
Go to Se ttings > G e ne ra l > Softwa re Up d a te , if available; or use the latest version of iTunes
Up d a te
(www.itunes.com/download) to check for the latest iOS. Connect the device to the computer, go to iT une s > (De vice ) >
Softwa re
Summa ry and click the "Check for Update" button.
Cha rge Connect to a known-good power outlet to charge the battery. Use a known-good Apple USB Power Adapter and Lightning
Ba tte ry Connector to USB Cable. Do not charge via a computer port.
A restart forces the device to close all open files and powers off all hardware components.
1. Press and hold the On/off button on top of the device until a red slider appears.
R e sta rt 2. Slide your finger across the slider to turn off the device.
3. To turn the device on, press and hold the On/off button until the Apple logo appears.
iOS 7: From the Home screen, double-click the Home button to display recently used apps. Swipe up on
Force Quit a n the thumbnail snapshot of an app to force it to close.
Ap p iOS 6: Double-click the Home button to display recently used apps. Press and hold the app until a red
minus appears. Tap the red minus to quit the app.
E ra se All
Erases all user content and settings. From the Home screen choose Se ttings > G e ne ra l > R e se t > E ra se All Cone nt
Conte nt a nd
a nd Se ttings. If possible, try this before a Restore since it is much faster.
Se ttings *
Erases all software and data, and then installs a fresh copy of iOS. Connect the device to the computer, go to iT une s >
R e store * (De vice ) > Summa ry and click the "Restore" button.
R e cove ry Recovery mode loads only the firmware drivers necessary for iTunes to recognize the device. Refer to the Service Guide for
Mod e instructions.
R e store *
Device Firmware Update (DFU) allows you to perform a restore when a ll other attempts to restore the device fail. Refer to the
DFU R e store *
Service Guide for instructions.
* WAR NING : This will delete all user data and settings on the device. If saving content is important to the user, verify that the
data is backed up to iCloud or to iTunes on the user's computer.
Refer to the Additional Resources section of this training for links to iPhone 5c Service Guide.
Se rvice a b le P a rts
iPhone parts are NOT interchangeable between models and damage will occur if the incorrect part is used.
6 6 1 -8 3 0 0
BZ6 6 1 -8 3 0 0 (for Bra zil (1) Battery
Ba tte ry Kit
only) (1) Battery Adhesive Pack
Ca me ra 9 2 3 -0 5 4 9 (1) Camera
9 2 3 -0 5 4 4 (white)
9 2 3 -0 5 4 5 (yellow)
SIM T ra y
9 2 3 -0 5 4 6 (blue) (1) SIM Tray
9 2 3 -0 5 4 7 (green)
9 2 3 -0 5 4 8 (pink)
SIM T ra y E j e ctor Arm 9 2 3 -0 1 8 5 (white) (1) SIM Tray Ejector Arm 9 2 3 -0 1 6 9 (1)
Imp orta nt: Before servicing a device running iOS 7, ensure customer has disabled Find My iPhone in Settings. For more
information, refer to Apple Support article HT5818: iCloud: Find My iPhone Activation Lock in iOS 7.
Imp orta nt
R e fe r to iPhone Visual/Mechanical Inspection (VMI) Guide to d e te rmine if the d e vice ha s a ny a ccid e nta l d a ma ge .
Check for Liquid Contact Indicator (LCI) activation externally in the SIM tray slot before opening the device.
Refer to the Additional Resources section of this training for links to iPhone 5c Service Guide. Videos are for informational
purposes, use the Service Guide and perform all troubleshooting before beginning a repair.
R e q uire d T ools
The following tools are necessary to service Phone 5c:
The iPhone Torque Driver (blue) (923-0448) and Phone Torque Driver (black) (923-0245) are new tools, they use different torque values for
different screws in the same iPhone. Follow the Service Guide closely and always use the correct driver to avoid over tightening or under
tightening screws.
SIM T ra y R e p la ce me nt
Note orientation of the tray and SIM card prior to inserting into iPhone.
First Ste p s:
Refer to the Visual/Mechanical Inspection (VMI) Guide to determine any
accidental damage.
Remove any cases or screen protectors.
Observe ESD precautions.
Power off iPhone.
R e q uire d T ools:
iPhone Torque Driver (black) (923-0245)
Security Bit (923-0247)
Nylon Probe Tool (black stick, 922-5065)
Universal Display Removal Fixture (923-0186)
iPhone 5c Repair Tray (923-0518)
Ca ution: Use only the Universal Display Removal Fixture with the iPhone 5c.
Other fixtures may cause damage.
First Ste p s:
Open Device
R e q uire d T ools:
iPhone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers
Nylon Probe Tool (black stick, 922-5065)
See the Disconnect Display Assembly section of the iPhone Service Guide for
the remainder of this procedure.
First Ste p s:
SIM Tray
Open Device
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers
1. Remove (1) cross-head screw (923-0169) from SIM Tray Ejector Arm
using iPhone Torque Driver and JCIS Bit.
2. Remove SIM Tray Ejector Arm with tweezers.
Watch the movie below and see the SIM Tray Ejector Arm section of the iPhone
Service Guide for the remainder of the repair procedure.
Sim Tray Ejector Arm Replacement
Play
First Ste p s:
Open Device
Disconnect Display Assembly
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
Nylon Probe Tool (black stick, 922-5065)
Ca ution: If home button ground springs are deformed or flex connector is not
correctly aligned, ST OP ! Reinstall display assembly, then replace whole unit.
Imp orta nt: If home button shim is not correctly seated into button pocket on
display assembly, ST OP ! Reinstall home button flex assembly, then replace
whole unit.
Watch the movie below and see the Home Button Flex Assembly section of the
iPhone Service Guide for the remainder of the repair procedure.
Play
R e ce ive r R e p la ce me nt
First Ste p s:
Open Device
Disconnect Display Assembly
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
iPhone Torque Driver (blue) (923-0448)
JCIS Bit (923-0246) for cross-head screws
Watch the movie below and see the Receiver section of the iPhone Service
Guide for the remainder of the repair procedure.
Receiver Replacement
Play
Receiver Replacement
Vib e Motor R e p la ce me nt
First Ste p s:
Open Device
Disconnect Display Assembly
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers
1. Remove and discard (3) cross-head screws from vibe motor using iPhone
Torque Driver (blue) and JCIS Bit. Hold torque driver parallel to iPhone to
remove the screw inside top band.
2. Remove vibe motor from enclosure using ESD-safe tweezers. Note : Avoid
touching gold contacts in enclosure underneath vibe motor.
Watch the movie below and see the Vibe Motor section of the iPhone Service
Guide for the remainder of the repair procedure.
Play
Sp e a ke r R e p la ce me nt
First Ste p s:
Open Device
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
Phone Torque Driver (blue) (923-0448)
JCIS Bit (923-0246) for cross-head screws
Nylon Probe Tool 922-5065
ESD-safe tweezers
Watch the movie below and see the Speaker section of the iPhone Service
Guide for the remainder of the repair procedure.
Speaker Replacement
Play
Speaker Replacement
Ba tte ry R e p la ce me nt
First Ste p s:
Open Device
Disconnect Display Assembly
Review: TP328: Safety: Battery Handling
R e q uire d T ools:
Phone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers
Nylon Probe Tool (black stick, 922-5065)
iPhone 5c Repair Tray
iPhone Battery Fixture (923-0075)
Scissors or wire cutters
WAR NING : If battery is dented, punctured or otherwise damaged, STOP! Reinstall display assembly and replace whole unit.
WAR NING : Do not reuse or reinstall a loose battery or a battery that has been removed. Replace with new battery, or whole
unit when battery is unavailable.
The battery is held down with adhesive. Cut top of battery adhesive tab using wire cutters or small scissors to separate the
tab into two strips. WAR NING : If adhesive tab or strip breaks off, do not use tools to pry up battery. Instead, replace the
phone as a whole unit.
Watch the movie below and see the Battery repair section of the iPhone Service Guide for the remainder of the repair
procedure.
Battery Replacement
Play
Battery Replacement
iSight Ca me ra R e p la ce me nt
Imp orta nt
Imp orta nt: Wear lint-free gloves to prevent contamination of camera lens. Check iPhone operation with steps in TP1045:
Functional Test.
First Ste p s:
Open Device
Disconnect Display Assembly
R e q uire d T ools:
iPhone Torque Driver (black) (923-0245)
JCIS Bit (923-0246) for cross-head screws
ESD-safe tweezers
Nylon Probe Tool (black stick, 922-5065)
Lint free gloves
Watch the movie below and see the iSight Camera repair section of the iPhone
Service Guide for the remainder of the repair procedure.
Play
Scre w Cha rt
Inte rna l Vie ws
1. Vibe Motor 10. SIM Tray
2. Battery 11. Battery Cowling
3. Washer 12. Speaker Module
4. Headphone Jack 13. Lightning Connector
5. Home button flex springs 14. Camera/Receiver/ALS Connector
6. Microphone 15. Multi-Touch Connector
7. Camera 16. Display Connector
8. Display Connections on logic board 17. Receiver Connector
9. Logic Board 18. Home Button Assembly
See the Visual/Mechanical Inspection (VMI) for guidelines of damage classification and reference photos.
Eligible Damage (Returnable Damage): Damage caused by defects in materials or workmanship and some forms of accidental damage, for
example liquid contact. See Guidelines for Damage Classification and Reference Photos (Visual/Mechanical Inspection (VMI)) for examples of
damage that is eligible for service under Apple's limited warranty, AppleCare Protection Plan, AppleCare+ (where available) or applicable
consumer law or for out-of-warranty service at a cost to the user.
Ineligible Damage (Non-Returnable Damage): Severe or catastrophic damage caused by accident, abuse, disassembly or unauthorized service
or modification is ineligible for service under Apple's Limited Warranty or for out-of-warranty service. See Guidelines for Damage Classification
and Reference Photos (Visual/Mechanical Inspection (VMI)) for examples of damage that is ineligible for service. Devices with this type of damage
should be returned to the user un-repaired.
Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Refer to Apple Support article OP691: Coverage
eligibility for products covered by AppleCare+ for more information.
Headset jack
iSight camera
Receiver
Display
FaceTime camera
Headset jack
iSight camera
Microphone
Battery connector
Battery pull-tab
Visible flexes
Speaker module
Logic board
Vibe motor
Battery
Receiver module
If any of the issues below are found, investigate further for unauthorized modifications or corrosion. If no signs of unauthorized modifications or
corrosion are found, replace any missing screws/cowlings, reconnect cables and continue testing.
All se rvice cla ims tha t a re d e nie d d ue to una uthorize d mod ifica tion
must b e cle a rly re cord e d in the se rvice history.
If the device turns on, the serial number may be obtained in Diagnostics,
iTunes, and the IMEI can be obtained by dialing *#06# on the phone keypad.
Note : Do not use the iOS About screen to retrieve the serial number. If a
device turns on, and the printed serial number is missing or mismatched, use
the serial number obtained in Diagnostics or iTunes. The IMEI can be obtained
by dialing *#06# on the phone keypad.
If a device does not turn on, use the IMEI on the back housing and match it to
the internal serial number label to identify the device. If the back housing IMEI
is unreadable, use the internal serial number.
If the device doesn't turn on, the back housing IMEI is unreadable, and the
internal serial number is not present, attempt to determine whether the serial
number label has been subject to unauthorized removal, or is missing due to
the manufacturing process.
If the printed serial number label has been removed by a user and the device does not turn on, the device is not eligible for
service.
If the printed serial number is missing due to the manufacturing process and the device does not turn on, the user will need
to present proof of purchase to be eligible for service.
Swolle n Ba tte ry
Refer to Apple Support article TS2358: Enclosure separation due to expanded battery.
The iPhone 5, 5c, and 5s contain three internal liquid contact indicators (LCIs).
One external LCI is located on the underside of the display and viewable by
removing the SIM tray. Two internal LCIs are located in the enclosure. One LCI
is between the battery and battery cowling, and another is located to the left
of the main camera.
If an LCI is activated (red), it indicates contact with liquid. Liquid can cause
damage that is not covered under warranty and is not eligible for modular
repair, but is eligible for Out-of-Warranty (OOW) paid whole unit
replacement.
Se rvice G uid e s
Ne xt Le sson