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Current version by: Ira Salsberg ,

Text:

I’ve had the same issue from the beginning, when firstsince buying my IPad Pro 12.9” 2nd Generation. Also have the 1st gen, and it doesn’t''doesn’t'' have this issue. While still unresolved, Apple Support has finally'''finally''' admit that this is a'''a known SOFTWARE issue,''software'' issue,''' and tryingsaid they would try to resolve via this latest (12.1) iOS update.
I’ve had the same issue from the beginning, when firstsince buying my IPad Pro 12.9” 2nd Generation. Also have the 1st gen, and it doesn’t''doesn’t'' have this issue. While still unresolved, Apple Support has finally'''finally''' admit that this is a'''a known SOFTWARE issue,''software'' issue,''' and tryingsaid they would try to resolve via this latest (12.1) iOS update.
 
History:
 
* I tried to live with it for the first view months, but gave up and called Apple Support (iPad on AppleCare)
* Went through ALL steps (reboot, factory reset, etc) but problem persisted.
* After a week and number of calls, Apple offered to replace, since they “couldn’t reproduce, and didn’t see any other reports of this”… (right…).
* Receieved new iPad week after, and WHILE setting it up, there was the same touch issue
* Got sick, and couldn’t follow up for a couple months. Finally opened new ticket / added to old ticket.
* Based on experience, I insisted that it’s a software issue, and asked for Support to connect to my iPad, so that they could initiate a Log transfer, which they did, and explained exactly at what time this freeze occurred
* Took a few weeks, but Support finally called back, and said the Engineering was able to see an issue in the logs, and confirmed it was a SOFTWARE (iOS) issue. They added it to their bug tracker, and said they would try to resolve by the next major update
* After the iOS 12.1 update this week, it is STILL happening.
* Called Support again, and insist that they try to do SOMETHING, as I still haven’t had a working / reliable iPad Pro since purchase, and cannot rely on their product in a pro environment (eg: use it to drive a keynote, meeting, demo, etc).
 
Waiting to hear back. They would also like me to reinstall the latest iOS directly in iTunes, instead of over the air (wifi). Not sure why this would matter, but too tired of this, so will wait for a bit.
 
Has anyone who had this issue, seen it resolved after a clean 12.1 update?
 
Thanks!
 
-Ira S

Status:

open

Original post by: Ira Salsberg ,

Text:

I’ve had the same issue from the beginning, when first buying my IPad Pro 12.9” 2nd Generation.  Also have the 1st gen, and it doesn’t have this issue.  While still unresolved, Apple Support has finally admit that this is a known SOFTWARE issue, and trying to resolve via this latest (12.1) iOS update.

History:

* I tried to live with it for the first view months, but gave up and called Apple Support (iPad on AppleCare)
* Went through ALL steps (reboot, factory reset, etc) but problem persisted.
* After a week and number of calls, Apple offered to replace, since they “couldn’t reproduce, and didn’t see any other reports of this”… (right…).
* Receieved new iPad week after, and WHILE setting it up, there was the same touch issue
* Got sick, and couldn’t follow up for a couple months. Finally opened new ticket / added to old ticket.
* Based on experience, I insisted that it’s a software issue, and asked for Support to connect to my iPad, so that they could initiate a Log  transfer, which they did, and explained exactly at what time this freeze occurred
* Took a few weeks, but Support finally called back, and said the Engineering was able to see an issue in the logs, and confirmed it was a SOFTWARE (iOS) issue.  They added it to their bug tracker, and said they would try to resolve by the next major update
* After the iOS 12.1 update this week, it is STILL happening.
* Called Support again, and insist that they try to do SOMETHING, as I still haven’t had a working / reliable iPad Pro since purchase, and cannot rely on their product in a pro environment (eg: use it to drive a keynote, meeting, demo, etc).

Waiting to hear back. They would also like me to reinstall the latest iOS directly in iTunes, instead of over the air (wifi). Not sure why this would matter, but too tired of this, so will wait for a bit.

Has anyone who had this issue, seen it resolved after a clean 12.1 update?

Thanks!

-Ira S

Status:

open