Apple Question for the Hive

To make a long story Short.. I bought a brand new laptop for my 14yo niece in return for her ipad. The equipment at work interfaces with the ipad, and she wanted a laptop.. so it was a good trade for both of us... sorta.

I get the ipad home and I do a reset to get it back to factory specs.. well, my niece forgot to remove it from her icloud account. No problem, I give her a call.. she can't remember the password. I do a reset on the password with the new one sent to her email account.. she used her icloud account as the email address.

So basically, I cannot get into the ipad at all at the moment.. so my hope is the geniuses at the store can fix it.. otherwise I think I bought an expensive brick.

Any hints as to which I just did?

not without the password.. which I had reset because she had forgotten it. She also lives 3 hours away in Carlyle Pa, so I cannot just bring her to the store to verify

nice.. but I cannot get that far. Because I did a full reset, it needs the icloud account and password before it can even be activated

If you did a FULL reset, you shouldn't need any account or password at all...it may be asking you IF you have an iCloud set up, but you shouldn't NEED one.

^yup

If you don't have an iCloud account, you can sign up for one at that screen, but you should be able to skip it and set it up later.

I have been through this.

Apple is involved in clearing software restores, and has been for a while. This behavior is newer, and is tied to find my iPhone.

Have her figure out her account info, possibly through resetting her AppleID password. If she can't, have her involve support. If that fails, you can go to support yourself, but you'll need to go wielding serious proof that you are the owner of the iPad. I did that, and was escalated three times on the phone before a ticket was opened for me with the right department. I had to provide scanned invoices that showed the iPad serial.

Good luck. I'd suggest going back to your seller and getting her on the case first.

Interesting. Did you do a Recovery Mode reset?

I have done a number of these and it completely clears the iPad (I deal with loaner and training iPad occasionally and people will put passwords on them then return them). I have not done any of the newest iPads and the ones I have done we normally don't want them logged into iCloud, so maybe this is a new thing, if it is, this may be an issue for us.

Recovery Mode Reset (shhh, don't tell anyone):

• Plug USB into Computer with iTunes open (NOT into iPad)
• Turn off iPad (hold sleep button, then slide to turn off)
• Hold Home button AND plug in USB (iPad will wake)
• Release Home button when iTunes connect shows.

This SHOULD allow you to completely wipe the iPad.

In reply to aircooled:

If you're using a MDM to manage the devices, or if you are using Apple Configurator on a Mac, users can't add the device to the personal antitheft tools at iCloud. If you're just using iTunes and possibly Apple iPhone Configuration Utility, you, as a device administrator, are vulnerable to your user registering the device on iCloud.

If you enter recovery mode as you describe, restore will work, but the initial setup (where you agree to licenses, location services, etc.) will prompt you to log into the iCloud account associated with the device. You'll be unable to complete the initial setup wizard without this step.

This thread is relevant to my interests. DD#2 lost access to the email that is attached to her Apple ID. She can't change the email address without confirming through the dead account - they keep sending resets of her Apple ID to the account she no longer has access to. So at the moment she's stuck.

Mike wrote: In reply to aircooled: If you're using a MDM to manage the devices, or if you are using Apple Configurator on a Mac, users can't add the device to the personal antitheft tools at iCloud. If you're just using iTunes and possibly Apple iPhone Configuration Utility, you, as a device administrator, are vulnerable to your user registering the device on iCloud. If you enter recovery mode as you describe, restore will work, but the initial setup (where you agree to licenses, location services, etc.) will prompt you to log into the iCloud account associated with the device. You'll be unable to complete the initial setup wizard without this step.

OK, good to know.

We do use MDM for distributed devices with company email, so that is not an issue. For loaners though, it looks like we have to be careful NOT to have them log into iCloud. Or at least make SURE they log out when they return them.

Duke wrote: This thread is relevant to my interests. DD#2 lost access to the email that is attached to her Apple ID. She can't change the email address without confirming through the dead account - they keep sending resets of her Apple ID to the account she no longer has access to. So at the moment she's stuck.

Is there a phone call contact option for iTunes?

I can see this as a huge dead end otherwise. Bricking a $700 device because you change your email is a big deal.

this gets better. Because my niece is a minor, I got my sister (her mother) to call apple today to get things straightened out. Seems that my niece is not even on the account. Nobody is sure -who- is on the account at this point. They certainly do not have her name on it even though she signed up for icloud. Tomorrow I am stopping at the apple store in AC before going to work to see what happens