iPad is disabled: Connect to Itunes error message

Hello and Good Afternoon Everyone,

          I am needing to help a friend unblock her iPad so she can acess its screen of icons.  Basically, her 7 year old son changed the password to the iPad and forgot what he changed it to.  With that point in mind, is there a way we can recover this lost password or perhaps gain access long enough to create a new one?  

           Thank you

           George
GMartinAsked:
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Michael DyerSenior Systems Support AnalystCommented:
Apple's official instructions to restore an iPad are:

1. Connect iPad to your computer.

2. Select iPad in the iTunes sidebar, then click the Summary tab.

3. Click “Check for Update.” iTunes tells you if there’s a newer version of the iPad software available.

4. Click Restore. Follow the onscreen instructions to complete the restore process. When restoring, it is recommended that you back up iPad when prompted. When the iPad software has been restored, you can choose to set up iPad as a new iPad, or restore your music, videos, app data, and other content from a backup.
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Michael DyerSenior Systems Support AnalystCommented:
A restore is the only way I know to recover from a lost passcode.
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GMartinAuthor Commented:
Hi There,

           Thank you so much for the followup information.  From what I am gathering, I will see an option to backup all of her files onto my computer during the restore process of the iPad.  Incidentally, if it would not be too much trouble, could you provide a multimedia link, like a YouTube video, illustrating these steps as well?  That will allow me to go into this with a greater degree of confidence.  

            Thanks again.

            George
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GMartinAuthor Commented:
Hello

            Just out of curiousity, does iTunes need to be installed on the computer which will store the backed up information of the iPad?  I am assuming iTunes is already on the blocked iPad.  Is that true as well?  

            Thanks

            George
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GMartinAuthor Commented:
Hi

         With regards to the instructions referenced within this post, will the options appear on the screen of the blocked iPad or the computer being used to assist in the restore process?

          Thanks

          George
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akahanCommented:
You're not going to be able to back up the iPad.
You're restoring it to its factory configuration.
What would be the point of a passcode protecting the information on the iPad if all that someone had to do to get that information was back the iPad up and then restore it?

The process that people have recommended above will wipe everything off the iPad, and restore its factory configuration.

If your friend has bought music or apps through the iTunes store, she can then log back into the iTunes store using the same credentials she used when she bought the music and apps originally, and re-download it for free.

All the instructions during the restore process will appear on your computer screen, not the iPad screen, until the iPad has been restored, at which point you'll go through the initialization process on the iPad.
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GMartinAuthor Commented:
Hello and Good Morning,

              Thank you for correcting my misunderstanding about the iPad.  I guess I got so excited about the possibility of fixing the issue while maintaining the data resulted in a temporary lapse in thinking.  At any rate, I just got through speaking to my friend who will re-download and reinstall the apps once this situation is resolved.  She will loose a few pictures, but, she said it would not be a big deal.  

               At this point in my response here, I want to backup for a moment and ask just one more followup question.  Hopefully, this will be the last one so I can begin this troubleshooting session.  My followup question is basically this.  Will the desktop interfacing with the iPad need iTunes installed on it?  The reason I ask is because this application is not on the desktop computer.  Given the instructions outlined for restoring the iPad back to its original manufacture settings, I am under the impression iTunes will need to be on the interfaced desktop.

                 Once again, I do apologize for so many followup questions.  I guess everyone can tell I am somewhat new to iPads and there proper maintenance.

                   George
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akahanCommented:
Yes iTunes must be installed
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GMartinAuthor Commented:
Hello

           That is what I was figuring.  By the way, could you provide a direct download link for the version of iTunes which is compatible with Windows 7?  From a previously closed post, I have the direct download link for the version of iTunes which is compatible with Windows XP SP3, but, not Windows 7.

           Thank you

           George
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akahanCommented:
Just go to www.apple.com/itunes .  The link there will be the right version for your machine.  XP and Windows 7 use the same version.  Just download the current one.
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Michael DyerSenior Systems Support AnalystCommented:
Of course, once you have restored the iPad and reloaded your apps and music, then you want to connect to iTunes and backup the iPad.  Then, if something like this happens again, you have a backup you can restore so you won't be starting completely from scratch.
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GMartinAuthor Commented:
Hello Everyone,

            Unfortunately, my efforts failed tonight with respect to resetting the iPad.  I was able to successfully download and install the latest version of iTunes.   Sticking with the instructions outlined by Equitrac_Michael, I did see a tab within iTunes labeled iPad.  But, that is as far as I got though because when I opened this tab, I never did see a Summary tab.  Now, whenever I open iTunes, I only see options for accessing the iTunes store to purchase music, movies, etc.  Is there a way of going back to the original page with the tab of iPad.  

              Personally, I find iTunes a bit complicated.  Perhaps there is another program which can be downloaded and installed which can easily be used to reset the iPad.  At any rate, I will be needing further guidance to resolve this issue.

               Once again, I am so sorry for all of these difficulties.  I am really trying here, but, things are not coming together as easily as I like.  

                 George
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akahanCommented:
You'll have to use iTunes.
If you've connected the iPad to the computer with the cable, and you're not seeing the iPad button next to the iTunes Store button, you can try turning the iPad all the way off and back on, and exiting iTunes and restarting iTunes, and see if the iPad button reappears.
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Michael DyerSenior Systems Support AnalystCommented:
iTunes can be confusing.  If you disconnect the USB cable from the computer and then reconnect it, the ipad button should come back on.  Click on that button and you should see the menu of choices.
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Jackie ManCommented:
The info below will be helpful for you.

"Reset an iPad Never Synced with iTunes
Step 1
Disconnect the iPad from the computer, but leave the USB cable connected to the computer.

Step 2
Hold down the "Sleep/Wake" button for several seconds until a red slider appears. Move your finger across the slider to turn the iPad off.

Step 3
Connect the iPad to the computer while holding down the "Home" button to turn on the iPad.

Step 4
Release the "Home" button when you see a message that says, "Connect to iTunes."

Step 5
Launch iTunes. iTunes will alert you that it detects a device in Recovery Mode.

Step 6
Click "OK" and click "Restore" to reset the iPad."

Source: http://smallbusiness.chron.com/wipe-ipad-factory-settings-passcode-55572.html
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GMartinAuthor Commented:
Hello Everyone,

                Thanks so much for the followup information.  After carefully reviewing the most recent responses to this concern, there is one very important piece of information needed which will help clear up my confusion.  Please keep in mind when responding to this upcoming followup question that I am very inexperienced or new when it comes to iPads.  Basically, where are the locations for the "Sleep/Wake" button and the "Home" button?  After more carefully going over the structure of this iPad, I did notice this morning that there is a black vertical thin button below the on and off switch for the audo speakers.  And, of course, there is a button at front location, bottom center, which is right above the connector for the USB cable.  I am 100% sure this is the true source of my confusion.  With that point in mind, could someone be kind and patient enough to make sure I understand the difference between the "Sleep/Wake" button the "Home" button?

                   To some extent, I feel somewhat embarassed by my basic questions.  As such, I am very sorry.  Like any new troubleshooting session which I embark upon, I want to try to learn as much as possible about by simply starting with the basics and building from there.  

                    In the meantime, I will look forward to hearing back from everyone.  I am starting to have a good feeling now as I understand the sources of my confusion.  

                    Once again, thanks so much everyone for your patience and indulgence as I work hard to resolve this issue using everyone's suggestions.

                     George
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akahanCommented:
The home button is the round button on the front of the iPad.
The sleep/wake button is the black rectangular buttton on the TOP of the iPad (if you have the home button at the bottom.)  It is not the rectangular button next to the speaker switch; that's the volume control.
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Michael DyerSenior Systems Support AnalystCommented:
if you live in an area with an Apple Store, they can help you with this.  They offer free training classes and the Genius bar could reset the iPad back to factory defaults.  That might be the simplest thing at this point.

Click here to find a store near you:

http://www.apple.com/retail/locator/
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GMartinAuthor Commented:
Hello and Good Evening Everyone,

             Great news!!!!  I was able to successfully connect to the iTunes server to reset this iPad.  The process took 3 hours and required frequent power cycling of the iPad because it went into either a shutdown or sleep state about every 30 minutes.   Fortunately, the download was able to successfully complete despite of the repeated shutdowns which require powering back up the iPad.  I will talk much more about this incident before closing this question.  For now, I would like to move onto a few additional questions which came up tonight.  

               First, what exactly is the function of the Home button on the iPad?  It seems like the Sleep/Wake button, when held in, actually powers on and powers off the iPad.  But, I am unsure about the Home button even after successfully using it tonight within the steps outlined earlier by jackieman.  

                Secondly, is there any chance my pictures or videos on my computer got imported onto this iPad?  The reason I ask is simply because this iPad belongs to my boss at work.   I am not sure if that happened nor how to check on the iPad for such a mistake.  At first, I did try to configure the iPad, but, suddenly realized that any information entered would be that of my own and not necessarily reflect the needs and likes of its owner.  So, I cancelled and backed out of the configuration especially after I saw the name of my computer appear on it.  At this point, the iPad indicates at the bottom of the screen to slide across to configure and setup the iPad.  Given that information, I am inclined to think that my own media files like pictures, videos, music, etc. was not imported onto this iPad.  Am I correct in my assumption?  

                Well, I think that ties up the minor followup questions to this post.  I hope these followup concerns are not too much of a botther to address.  Tomorrow, I will provide  detailed closing remarks about the steps utilized in resolving this issue of the iPad being disabled because of a forgotten password.  It will be somewhat lengthy, so, I will certainly appreciate everyone's indulgence on that part.  

                 Goodnight everyone.  I will look forward to reviewing all followup comments regarding my additional questions.

                   Thank you

                   George
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akahanCommented:
The home button takes you "home".  To the home screen of the iPad, from whatever else you happen to be doing.  Analogous to going to the desktop on your PC.

No chance your pictures or videos got onto the iPad, unless you had imported them into the iTunes library, and there's no reason you would've done that.
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Michael DyerSenior Systems Support AnalystCommented:
If the iPad is displaying the message to slide across to configure, then it should be just like it was when came out of the box new.  Good job!
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GMartinAuthor Commented:
Hello and Good Afternoon Everyone,

             As promised, I want to take a few minutes and provide closing remarks with respect to the procedures used in resolving this issue in addition to personal comments.   On the technical side,  I want to mention a few things which made this task tricky at times while engaging in the troubleshooting suggestions given within this post.  Using the step by step procedures outlined by jackieman which came from the source of http://smallbusiness.chron.com/wipe-ipad-factory-settings-passcode-55572.html, I was able to get on the right track of resolving the problem faced with the iPad being disabled because of a forgotten password.  While the steps were clear, there were several things which added to the complexity of its end success.

              First, there was my personal confusion surrounding the actual physical layout of the iPad.  Thanks to akahan's breakdown of the actual control buttons on the iPad, I was able to successfully carry out the logistics of solving the technical issue at hand coming from the source of http://smallbusiness.chron.com/wipe-ipad-factory-settings-passcode-55572.html supplied by jackieman.   As indicated by akahan who corrected me on some misconceptions, the factory reset of the iPad does wipe or erase the entire unit.  As such, it is always a great idea to have some sort of data backup plan in place before carrying out the procedure.  Otherwise, it involves starting all over from scratch.  

              Secondly, I want to take a moment and talk about the random power shut downs of the iPad itself which took place several times during the 3 hour download of the file needed to reset it using my DSL connection.  Each time the power shutdown of the iPad occured, which was about every 30 or 45 minutes, I had to carry out the steps outlined by jackieman contained with the source of http://smallbusiness.chron.com/wipe-ipad-factory-settings-passcode-55572.html each time.  In a way, it felt like starting all over again every 30 or 45 minutes.  Interestingly, the download itself continued and was not interrupted despite of the random power shut downs of the iPad.  Each time the shut down occurred, I got the original error message indicating the iPad has been disabled.   Connect to iTunes.  But, after carrying out the steps outlined, everything on the screens of both, the iPad and the regular desktop computer, reappeared normal.  For instance, on the iPad, there as a USB icon with an up arrow pointing to an iTunes icon indicating a successful connection.  And, on the regular computer, there was a download indicator with information containing the download progress or the percent complete.  Now, I bring all of this up simply because I was concerned about possible data corruption as a result of the random shutdowns of the iPad.  Fortunately, that did not happen because the download itself continued onward and was not interrupted.  Most like there was some sort of integrated data checksum using complicated algorithms which allowed the unit to figure out the beginning and ending blocks of data.  Of course, I am speculating on the behind the scenes technical rationale for the successul download of the file from iTunes despite of the random shutdowns of the iPad.  

                 Thirdly, I want to further my technical insights shared here mentioning what happened following the successful download of the 3 hour long downloaded file.  Thinking that was all that needed to be done, I disconnected and powered down the iPad while leaving everything, including the connection with iTunes and the USB cable, intack on the regular pc.  To my unpleasant surprise, the error message "iPad is disabled.... Connect to iTunes reappeard on the iPad screen and a quick shutdown occurred.  Using the steps outlined within the link http://smallbusiness.chron.com/wipe-ipad-factory-settings-passcode-55572.html, I carried out the steps once again.  Interestingly, I began seeing something a little different happen here.  Of course, I saw the option to click on Reset iPad which I believe was worded Restore iPad the first time around.  At any rate, when I did click Reset iPad, i began seeing the message "extracting files..... and extracting firmware.. etc."  In other words, the messages I was receiving gave me the impression that actions were being carried out on an already downloaded, perhaps a large compressed file.  Once the extraction of files and firmware was completed, I powered down the iPad and disconnected the USB cable on the iPad end while leaving the other end connected to the regular desktop.  Then, I reconnected the iPad back to the desktop pc and powered it back on.  To my pleasant surprise, I saw an option at the bottom of the iPad screen indicating to slide over to configure and setup.  At that point, I knew everything would be alright; it would be okay to give it back to my boss so it can be configured to match her needs and likes.   When my boss took it home late last night, she was able to get herself back on the internet and check emails.  In fact, she sent me one late last night indicating how happy she was with it being fixed which certainly gave me a warm feeling inside.  

               Now that I have outlined everything done which resulted in the successful resolution of this concern, I want to share a few personal comments.  When I first got into this situation, I felt overwhelmed because of the upward learning curve involved.  Not only was I faced with a technical issue to resolve, but, I acutely found myself realizing how I did not know even about the basic operations of the iPad itself.  As a result, I did not only feel confused, but, also helpless at the same time.  Using everyone's feedback given within this post, I was able to replace confusion and helplessness with knowledge and confidence.  I would never had gotten this feeling of tremendous accomplishment if it was not for everyone's shared insights, understanding, patience, and encouragement.  As I have said on many occasions and will continue saying, you guys on EE are the best!!!!  

                Thanks so very, very much for always being there for me : - )

                George
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