Troubleshooting Your iPod

Many things can happen to an iPod such as corrupted memory, bad batteries, cracked screens, or washer machine cleaning. Hopefully we can help bring your iPod back to life with a few simple steps. Try each step, in order, to find out what's wrong. If you get stuck, go ahead and Chat with an Agent and we'll bring our life-saving skills.

My iPod will not turn on

Make sure the "hold" switch is off
ipod hold switch

  1. The hold switch is located on the top of the iPod. When it's pushed toward the headphones jack, you'll see an orange patch. This means the Hold switch is on and you need to turn it off.
  2. Slide the hold switch away from the headphones jack.
  3. Press any button to turn on the iPod.

Make sure the battery is charged
iPod won't turn on if the battery is empty. Instead, a low battery screen will appear for about 3 seconds.

  1. Connect the iPod to the Apple iPod power adapter and plug that into an electrical outlet, or connect iPod to your computer's built-in USB port.
  2. Wait a minute, and then turn on iPod by pressing any button.
  3. If your battery is completely dead, it will take up to 4 hours for your player to charge completely.

Reset your iPod
If the above steps fail, you must reset your iPod.

  1. Make sure the remote's hold switch is off.
  2. Connect the iPod to the power adapter.
  3. Connect the adapter to an outlet.
  4. Press and hold both the PLAY and MENU buttons for 5 seconds, until the Apple logo appears.

Music won't play on my iPod

  1. Make sure the hold switch is off.
  2. Be sure the earphones are plugged in all the way
  3. Try turning up the volume
  4. Check to see if the player is on pause

My iPod is Frozen and Does Not Respond

If your iPod constantly freezes or locks up, chances are that it needs a little love. There are numerous things that could cause this, including excessive shock caused by exercise, jogging, off-roading, light-saber battles, jumping, outlandish dancing, drops, falls, running into walls, or any sort of excessive fun. If the iPod thinks you’re playing too hard, it will protect itself and stop the hard drive. The only way to resume after this is to reset it. If this doesn't resolve the issue, bring it in for help.

My iPod Shows a Folder Icon With an Exclamation Point

iPod with Folder Exclamation PointDon't panic. There are many things that can cause this error including disconnecting it while syncing with iTunes. If your iPod shows a folder icon with an exclamation point like this one, try the steps below and hopefully your iPod will work once again.

  1. The battery may be low.
  2. Recharge your iPod with the Apple iPod Power Adapter or the computer cable that came with it.
  3. You may have the wrong version of the iPod software. Try updating or restoring the iPod based on the instruction manual that came with your player.
  4. It may just be locked up. Try resetting it.
  5. If tips 1–3 don’t work, bring your iPod in for help.

My iPod Shows an Unhappy iPod Face on the Screen

Ipod Unhappy FaceThis is never a good thing. Before you do anything drastic, verify that the computer to which you’ve connected the iPod meets its system requirements. If it does, the iPod must be placed into disc mode and restored. Bring your iPod in and we’ll fix it for you.

My iPod Cannot Sync Songs with iTunes

You may see an error message that reads, "An unknown error has occurred (-36)." This happens when iTunes can't write information to the iPod. Here are some things that can cause this problem

  1. Outdated operating system software. Make sure the iPod has the latest updates, including improvements for device connections. Check your computer’s operating system for updates too.
  2. Software interference. Some software can prevent iTunes from writing files to your iPod. If you have recently installed any software on your computer, try disabling it.
  3. You may have imported a damaged file. If a music or photo file is damaged, iTunes will display the -36 error when transferring that file to the iPod. If you can identify the corrupted file, try deleting and re-importing it.

We work on iPods all the time, so if yours is giving you trouble, bring it in. We also offer a 30 minute Audio and iPod Training service that could help you understand more about how to best use the device.