Prepare Your Device

In order to make your iQ Support experience as simple as possible, it is important to prepare your device before bringing it in. Please follow the instructions on the page to get your Apple device ready for service.

Choose your device:

1. Disable Find My iPhone/iPad/iPod touch

If your device needs to be booked in for service, it will need to have Find My [device] (and therefore Activation Lock) disabled. This is to prove ownership of your device and to allow the Apple repair system to accept it for service.

If your issue is resolved during your Support Bar session and/or further service is not required, you can switch Find My [device] back on afterwards.

  1. Go to Settings > [your name], and tap iCloud. If you’re using iOS 10.2 or earlier, go to Settings, then scroll down and tap iCloud.
  2. Scroll down and tap Find My [device].
  3. Tap the switch to disable Find My [device]. You will need to enter your Apple ID password to disable this feature. You will receive an automated email from Apple confirming successful deactivation.

If your device no longer powers on

  1. Go to iCloud.com on a Mac or PC.
  2. Log in with your Apple ID (must be the one used for iCloud on your device).
  3. Click on Find My iPhone and wait for the devices to load.
  4. Click on All Devices and choose the relevant device from the list. It should be listed as offline.
  5. On the device details page, click Remove from Account.

If you do not know your Apple ID password

Go to iforgot.apple.com and follow the instructions to reset your Apple ID. If you can no longer access your Apple ID to remove Find My [device], you will need to contact Apple Support for assistance. A proof-of-purchase will be necessary.

Contact Apple Support >

Note: the Apple website may suggest choosing Jersey as your location. Please choose United Kingdom in order to contact Apple Support.

2. Back up your device

In may be necessary to erase the data on your iOS device during service. Please ensure you have a full device backup to prevent the loss of any data. You can use iCloud or iTunes on a computer to back up your device.

How to back up with iCloud

  1. Connect your device to a Wi-Fi network.
  2. Go to Settings > [your name], and tap iCloud. If you’re using iOS 10.2 or earlier, go to Settings, then scroll down and tap iCloud.

  1. Tap iCloud Backup. If you’re using iOS 10.2 or earlier, tap Backup. Make sure that iCloud Backup is turned on.

  1. Tap Back Up Now. Stay connected to your Wi-Fi network until the process completes.
  2. Make sure that the backup finished: Go to Settings > [your name] > iCloud > iCloud Storage > Manage Storage, then select your device. If you’re using iOS 10.2 or earlier, go to Settings > iCloud > Storage > Manage Storage, then select your device. The backup should appear in the details with the time and backup size.

Get help making a backup or manage your available space in iCloud.

Automatically back up with iCloud Backup

To let iCloud automatically back up your device each day, here’s what you need to do:

  1. Make sure that iCloud Backup is turned on in Settings > [your name] > iCloud > iCloud Backup. If you’re using iOS 10.2 or earlier, go to Settings > iCloud > Backup.
  2. Connect your device to a power source.
  3. Connect your device to a Wi-Fi network.
  4. Make sure that your device’s screen is locked.
  5. Check that you have enough available space in iCloud for the backup. When you sign in to iCloud, you get 5GB of iCloud storage for free. If you need more iCloud storage, you can buy more from your iPhone, iPad, iPod touch, or Mac. Plans start at 50GB for 79p per month. Learn more about prices in your region.

How to back up with iTunes

  1. Open iTunes and connect your device to your computer.
  2. If a message asks for your device passcode or to Trust This Computer, follow the onscreen steps. If you forgot your passcode, get help.
  3. Select your iPhone, iPad, or iPod when it appears in iTunes. If your device doesn’t appear in iTunes, learn what to do.
  4. If you want to save Health and Activity data from your iOS device or Apple Watch, you need to encrypt your backup: Select the box called Encrypt [device] backup and create a memorable password.

Write down your password and store it somewhere safe, because there’s no way to recover your iTunes backups without this password.

If you don’t need to save your Health and Activity data, you can make a backup that isn’t encrypted. Just click Back Up Now.

  1. After the process ends, you can see if your backup finished successfully in iTunes Preferences > Devices. (If you’re using iTunes for Windows, choose Edit > Preferences > Devices from the menu bar at the top of the iTunes window.) You should see the name of your device with the date and time that iTunes created the backup. If you encrypted your backup, you should also see   beside the name of your device.

3. Gather relevant items

Proof-of-purchase

If possible, please bring your original receipt(s) for any products that require service. If you purchased your device(s) from us and cannot find your receipt, please bring photo ID so we may look for a receipt in our sales system.

Related accessories and devices

Wherever convenient, please bring any accessories or devices that may be related to your reported symptoms. For example, if your iPhone is having issues charging, please bring your power adapter and cable.

If you need any further guidance, please get in touch with our team.

Contact us >

That’s it! Your device is ready to be serviced.

Book an Appointment >

1. Backup any important data

It may be necessary to erase and reinstall software on your Mac as part of the troubleshooting process. Some or all user data may be lost as a result, so it is critical that you have any important data backed up.

If only a small amount of data is important to you, you can copy all of it to an external drive of some sort (e.g. USB flash drive or external hard disk drive). If you would prefer to create a complete backup of all your data, continue reading the instructions below.

Use Time Machine to perform a complete system backup

Set up Time Machine

Time Machine is the built-in backup feature of your Mac. To use it, you need an external storage solution, sold separately:

  • External hard drive connected to a USB, FireWire, or Thunderbolt port on your Mac
  • Time Capsule or macOS Server on your network
  • External hard drive connected to the USB port of an AirPort Extreme base station on your network

When you connect an external hard drive directly to your Mac, you might be asked if you want to use the drive to back up with Time Machine. Click “Use as Backup Disk.” If you select the option to encrypt, your backups will be accessible only to users with the password.

If Time Machine doesn’t ask you to choose a backup disk:

  1. Open Time Machine preferences from the Time Machine menu Time Machine icon in the menu bar. Or choose Apple menu () > System Preferences, then click Time Machine.
  2. Click Select Backup Disk, Select Disk, or Add or Remove Backup Disk.
  3. Select a backup disk from the list, then click Use Disk.
  4. For additional backup security and convenience, you can repeat these steps to add another backup disk. For example, you might use one backup disk while at home, and another backup disk while at work.

Back up using Time Machine

After you set up Time Machine, it automatically makes hourly backups for the past 24 hours, daily backups for the past month, and weekly backups for all previous months. The oldest backups are deleted when your backup drive is full.

  1. To back up now instead of waiting for the next automatic backup, choose Back Up Now from the Time Machine menu Time Machine icon.
  2. To stop automatic backups, open Time Machine preferences, then either deselect Back Up Automatically (macOS Sierra) or turn off Time Machine (OS X El Capitan or earlier). You can still back up manually by choosing Back Up Now from the Time Machine menu.
  3. To cancel a backup in progress, choose Skip This Backup (or Stop Backing Up) from the Time Machine menu.
  4. To check backup status, use the Time Machine menu. The icon shows when Time Machine is backing up In progess, idle until the next automatic backup Idle, or unable to complete the backup Can't backupCan't back up.
  5. To exclude items from your backup, open Time Machine preferences from the Time machine menu, click Options, then click the plus sign and select the item to exclude.

Your first backup may take a long time, depending on how many files you have. You can continue using your Mac while a backup is underway. Some Mac computers make backups even when asleep. Time Machine backs up only the files that changed since the previous backup, so future backups will be faster.

2. Check if Firmware Password is enabled

During service, it may be necessary to access the Recovery Partition of your Mac or to boot your Mac into an external operating system. If Firmware Password is enabled, changes to the startup are protected by the password you set and this can prevent proper testing by our technicians. Please disable Firmware Password before booking in your Mac for service.

Note: if you are unsure if Firmware Password is enabled, hold the Option (Alt) key when starting up your Mac. If you see a password lock appear, Firmware Password is currently enabled. If you see your startup disk (usually ‘Macintosh HD’), you do not need to take further action. Press Return (Enter) on the keyboard to start your Mac as normal.

Disable Firmware Password

  1. Shut down your Mac and find the Command (cmd) and R keys on your keyboard.
  2. Start up your Mac and immediately hold Command + R until the Apple logo appears on screen. It may take a few minutes for your Mac to enter recovery mode. You will see a normal startup loading bar, but it may take significantly longer than a normal startup.
  3. Choose a language and continue.
  4. When you see macOS Utilities, click Utilities in the menu bar at the top of the screen.
  5. Select Firmware Password Utility.
  6. Click “Turn Off Firmware Password…” and follow the instructions.
  7. Click the  and restart your Mac.

3. Gather relevant items

Proof-of-purchase

If possible, please bring your original receipt(s) for any products that require service. If you purchased your device(s) from us and cannot find your receipt, please bring photo ID so we may look for a receipt in our sales system.

Related accessories and devices

Wherever convenient, please bring any accessories or devices that may be related to your reported symptoms. For example, if your Mac is having issues charging, please bring your power adapter and extension cord (if you use one).

That’s it! Your device is ready to be serviced.

Book an Appointment >

1. Try basic troubleshooting and problem isolation

Before bringing in your Apple TV for service, may be worth trying some basic troubleshooting yourself.

If your Apple TV won’t turn on or doesn’t respond

Check the light on the front of your Apple TV:

If your Apple TV still won’t turn on, please get in touch, or book a Support Bar appointment (iQ Jersey only).

If you have video issues or see an HDCP alert

Get help with issues like blank or distorted screens, HDCP alerts, and color, tint, and brightness issues.

If you see issues like a blank, flickering, or static screen or an HDCP alert

  1. Unplug both ends of your HDMI cable. Then firmly plug them back in.
  2. Turn off your TV and receiver. Unplug your Apple TV from power, then plug it back in. Turn your TV and receiver back on.
  3. In your TV menu, make sure that you select the HDMI input that matches the HDMI port connected to your Apple TV. Check your TV manual for help.
  4. Connect your Apple TV directly to your TV instead of your receiver or HDMI switch, since the issue might be with your receiver or switch.
  5. Try a different HDMI cable to see if your cable causes the issue.
  6. On your Apple TV, go to Settings > Audio and Video and adjust the HDMI and display settings. Can’t go to Settings because of a blank screen? Then use your remote instead:
    • For Apple TV (4th generation), hold Menu and Volume Down for 5 seconds. Then your Apple TV switches to a new resolution every 20 seconds. Select OK to choose a resolution or Cancel to quit.
    • For Apple TV (2nd or 3rd generation), hold Menu and Up for 5 seconds. Then your Apple TV switches to a new resolution every 20 seconds. Select OK to choose a resolution or Cancel to quit.

If color, tint, or brightness are incorrect

Check the picture mode on your TV. You should use the standard or normal picture mode. Check your TV’s user guide for more information. Then check the video settings on your Apple TV:

  1. On your Apple TV, go to Settings > Audio & Video.
  2. Select HDMI Output and try each of these settings: Auto, YCbCr, RGB High, and RGB Low.
  3. If you have an Apple TV (4th generation), check the Display Accommodations on your Apple TV. Settings like Color Filters and Invert Colors can affect the color, tint, and brightness of your TV.

If you hear static or don’t hear any sound on your Apple TV

Get help with surround sound. For other issues, use these steps and check the audio after each step:

  1. Unplug both ends of your HDMI cable. Then firmly plug them back in.
  2. Turn off your TV and receiver (if you use one). Unplug your Apple TV from power, then plug it back in. Turn your receiver and TV back on.
  3. Connect your Apple TV directly to your TV instead of using a receiver or HDMI switch, since the issue might be with your receiver or switch.
  4. On your Apple TV, select Settings > Audio & Video.
  5. Make sure Audio Out is set to Apple TV.
  6. Change the Audio Mode from Auto to 16 bit.
  7. On Apple TV (2nd or 3rd generation), change the Dolby Digital Out setting from On to Off.
  8. For distorted sound or audio-sync issues, you might need to turn off volume leveling or other audio-processing controls on your TV or receiver. Check the manual or call the manufacturer for help.

If you don’t hear sound when you navigate the menu, choose Settings > Audio & Video. Then make sure that Sound Effects and Music is on.

2. Gather relevant items

If your Apple TV is still experiencing problems after completing basic troubleshooting, please get in touch, or book a Support Bar appointment (iQ Jersey only).

Proof-of-purchase

If possible, please bring your original receipt(s) for any products that require service. If you purchased your device(s) from us and cannot find your receipt, please bring photo ID so we may look for a receipt in our sales system.

Related accessories and devices

Wherever convenient, please bring any accessories or devices that may be related to your reported symptoms. For example, if your Apple TV is having issues video quality, please bring your HDMI cable.

That’s it! Your device is ready to be serviced.

Book an Appointment >

1. Try basic troubleshooting and problem isolation

Before bringing in your AirPort device for service, it may be worth trying some basic troubleshooting yourself.

Reset your AirPort device

Many simpler issues may be resolved by resetting your device. You can learn how to reset any AirPort base station on the Apple website. Please pay careful attention to the types of reset (soft, hard, factory-default), as they remove different amounts of configuration data from your base station.

Confirm that the AirPort device is the problem source

It is important to isolate the issue to your base station before bringing it in for service. Please ensure that you have tested it with multiple client devices (e.g. iPhone, iPad, Mac) and, if possible, compared to other base stations/WiFi routers.

2. Pick your preferred service option

If you suspect that your issue is related to your home/office network setup and would prefer assistance on-site, we offer callouts in both Jersey and Guernsey.

If you believe your AirPort base station is the only problematic device, please book a Support Bar session (iQ Jersey only) or contact us.

3. Gather relevant items

Proof-of-purchase

If possible, please bring your original receipt(s) for any products that require service. If you purchased your device(s) from us and cannot find your receipt, please bring photo ID so we may look for a receipt in our sales system.

Related accessories and devices

Wherever convenient, please bring any accessories or devices that may be related to your reported symptoms. For example, if your AirPort is having issues to do with LAN connectivity, please bring your Ethernet cable(s).

That’s it! Your device is ready to be serviced.

Book an Appointment >

1. Try basic troubleshooting and problem isolation

Before bringing in your Apple accessory for service, may be worth trying some basic troubleshooting yourself.

Test with other devices

If possible, try your accessory with other compatible devices to see if it is the accessory or your main device that is having trouble. For example, try your Magic Keyboard with another Mac and see if the symptoms are the same.

Reset your accessory

If applicable, try resetting your accessory and/or its connection to the main device. For example, this could be as simple as repairing your Bluetooth device, or unplugging your keyboard and plugging it back in.

2. Gather relevant items

Proof-of-purchase

If possible, please bring your original receipt(s) for any products that require service. If you purchased your device(s) from us and cannot find your receipt, please bring photo ID so we may look for a receipt in our sales system.

Related accessories and devices

Wherever convenient, please bring any accessories or devices that may be related to your reported symptoms. For example, if you believe your charging cable isn’t working properly, please bring the device you are trying to charge.

That’s it! Your device is ready to be serviced.

Book an Appointment >

Device not listed? Please contact us for advice.

Get in touch >