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MacTechTrainer
MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience:  Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
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My ipod has a black screen. It comes on but I cant see a

Resolved Question:

My ipod has a black screen. It comes on but I can't see anything.
Submitted: 2 years ago.
Category: Mac
Expert:  MacTechTrainer replied 2 years ago.

MacTechTrainer :

Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.

MacTechTrainer :

So are you unable to gain access into your iPod because of the passcode access screen, or is it a completely black screen?

MacTechTrainer :

(just clarifying)

Customer:

Actually both. I put a security passcode on the ipod last Friday. This morning the screen went black.

MacTechTrainer :

Understood- and thanks for the confirm

MacTechTrainer :

Let's try this:

MacTechTrainer :

What you can do, in order to resolve this issue, is start by resetting your Apple iOS device (i.e. iPhone, iPad or iPod Touch)
(Note: this does not remove any settings, data or media you have installed in your device)
• To perform a hard reset, press and hold your Sleep and Home Menu buttons for approximately 10 seconds.
• Once your screen goes black, release both keys. (If you see a white Apple logo before you release the keys you have held the keys to long and will need to start the reset process once again)
• The next screens you should see after the black screen, is the Apple logo screen followed by the main screen.

Customer:

Nothing happened.

MacTechTrainer :

Have you tried connecting your iPod to a computer to make sure it is fully charged?

Customer:

The ipod just made the little ipod sound but the screen is still black.

Customer:

Yes it is connected to the computer.

MacTechTrainer :

Repeat that hard rest process once more if you would

Customer:

still nothing.

MacTechTrainer :

before this occurrence, have you recently been able to sync your iPod Touch with your computer using iTunes?

MacTechTrainer :

if so, how long ago?

Customer:

We just got this ipod two weeks ago and i dont think we had synced it with the computer. I did everything via the wifi

MacTechTrainer :

Thanks again for explaining that- I am asking because to fix this issue, would require you having to perform a restore on the iPod Touch in order to get past this system hang up

MacTechTrainer :

but that would mean restoring the iPod Touch back to original factory settings and a wipe of all your data on the iPod Touch

Customer:

thats fine.

MacTechTrainer :

Ok here is the process

MacTechTrainer :

Make sure your iPod Touch is still connected to your computer and iTunes is open

MacTechTrainer :

You are then going to go into DFU mode.
DFU mode is a mode where the iPod Touch will be made to force a restore of the firmware into whatever version firmware it is given.

Getting your iPod Touch into DFU mode is a little challenge, and it may require some patience/practice because timing is essential to get it to DFU mode and not into recovery mode.

Turn on your computer's's speaker and make sure it is loud enough that you can hear it.

MacTechTrainer :


Repeat the same hard reset, pressing the Sleep and Home Menu buttons but this time when the screen goes black let go

of the Power button, but continue to hold the Home button. Your iPod Touch will have turned off and the screen should not be on.


MacTechTrainer :

Within 10-20 seconds, you will hear a noise (beep/ding) from your computer as if it had just recognized a new hardware device, now iTunes should recognize it in DFU mode.

MacTechTrainer :


After iTunes recognizes the iPod Touch, let go of the Home button otherwise it will go into recovery mode and you will have to do the entire DFU process over again.

You will know when you have put your iPod Touch correctly into DFU mode when the display is blank and that you do not have anything on your device.

And you are done, now you can install any iPod Touch firmware on to your device via the iTunes SHIFT recovery method.

MacTechTrainer :

And my apologies

MacTechTrainer :

I am trying to help restore your firmware

MacTechTrainer :

not restore the iPod Touch back to original factory settings

MacTechTrainer :

that will come after this process

MacTechTrainer :

because I want to see if maybe the firmware can be restored and your existing data is not touched

Customer:

Ok I hope I have done this right. Itunes is now recognizing the ipod and downloading a ipod software update. I still do not see anything on the screen.

MacTechTrainer :

Its ok

MacTechTrainer :

that is a good sign

MacTechTrainer :

it can take a little while for the download to complete

MacTechTrainer :

but let it do its thing:)

Customer:

ok. it has 27 minutes to go.

MacTechTrainer :

That is fine

MacTechTrainer :

what you can do is bookmark this session in your web browser so you can still have access to this session and not lose me if you should have to go offline

MacTechTrainer :

but for now, I am fine hanging in here with you

Customer:

ok thanks...just 24 minutes:)

MacTechTrainer :

alrighty

MacTechTrainer :

How's it going so far- time wise?

Customer:

4 more minutes

MacTechTrainer :

Great

MacTechTrainer :

I am glad to see the download is still going forward as it should

Customer:

it is now processing the file.

MacTechTrainer :

good

Customer:

ok extracting software

Customer:

unknown error ocurred 3194

MacTechTrainer :

One moment

MacTechTrainer :

in iTunes do you see your iPod Touch listed under Devices on the left side bar of the open iTunes window?

Customer:

yes

MacTechTrainer :

Ok if you click on that iPod icon you should see a window on the right side with the Summary tab selected

MacTechTrainer :

do you see that

Customer:

yes

MacTechTrainer :

Full Size Image

MacTechTrainer :

As you see by example with the image above

MacTechTrainer :

is the Restore button available?

Customer:

restore is available

MacTechTrainer :

How about Check for Updates

Customer:

check for updates is not

MacTechTrainer :

"Check for Update" I mean

MacTechTrainer :

Ok go ahead and try the Restore option now

MacTechTrainer :

I had you try the first procedure to see if the DFU mode could find some previous firmware, but it did not

Customer:

ok

MacTechTrainer :

which is why it processed the 3194 error

MacTechTrainer :

no worries there

Customer:

ok good

MacTechTrainer :

now this process I cannot hold on for, because it is going to take approximately another 25-30 mins

MacTechTrainer :

but

MacTechTrainer :

as long as you have this session bookmarked

Customer:

message: the ipod could not be restored. An unknown error occured 3194

MacTechTrainer :

you should be ok for contacting me back once this restore is completed

MacTechTrainer :

Are you running windows 7?

Customer:

I don't know. How can I check?

MacTechTrainer :

Go to Start>Control Panel

MacTechTrainer :

and select System

MacTechTrainer :

you will see the version you have there

Customer:

windows xp professional

MacTechTrainer :

Just to also confirm, have you jailbroken your iPod Touch by chance?

MacTechTrainer :

or you are not aware of that term?

Customer:

im not aware of that term

MacTechTrainer :

Ok good

MacTechTrainer :

in that case I need you to view this guide via this article for the iPhone (works for iPod Touch models as well)

Customer:

I dont see a article

MacTechTrainer :

I was setting up the link

MacTechTrainer :

sorry for the delay

Customer:

I think this is beyond me.

MacTechTrainer :

Ok that is what I wanted to confirm

MacTechTrainer :

not to worry

MacTechTrainer :

close that page and now I want you to perform this action

MacTechTrainer :

Go into Start

MacTechTrainer :

look for My Computer and right click on it

MacTechTrainer :

select Manage from the small pop up menu

MacTechTrainer :

let me know when you get to Manage

MacTechTrainer :

if you perform this correctly you should see a Computer Management Console window

Customer:

ok at manage

MacTechTrainer :

Good now select Manage and you should be in an open Computer Management Console window

MacTechTrainer :

see that?

Customer:

yes

MacTechTrainer :

Now look on the right side window and click on Services and Application

MacTechTrainer :

sorry

MacTechTrainer :

left sife

MacTechTrainer :

"side"

MacTechTrainer :

typing too fast

MacTechTrainer :

when you do click on the Services and Applications

MacTechTrainer :

look on the right side column window for Services

MacTechTrainer :

tell me if you see that

Customer:

I have indexing services

MacTechTrainer :

did you click on the Service and Applications on the left side column window?

Customer:

yes

MacTechTrainer :

One moment

MacTechTrainer :

I have an XP computer as well, so I am just going over the same steps

MacTechTrainer :

Do you see on the left side showing Services and Applications, a "+" box?

MacTechTrainer :

that + should be before the Services and Applications name

Customer:

see it

MacTechTrainer :

it allows you to expand or collapse the selection

MacTechTrainer :

if you do, you may see Services there

MacTechTrainer :

do you see that?

Customer:

no i do not

Customer:

Im sorry. Ive lost my patience on this. Do you mind if we just stop.

MacTechTrainer :

I am sorry, what I am trying to do is simply shut down three services

MacTechTrainer :

and then I was going to recommend you uninstall iTunes and re-install the program

MacTechTrainer :

you are having too much difficulty there

MacTechTrainer :

so close up the console management

MacTechTrainer :

not sure why you are unable to see that - but its ok

MacTechTrainer :

there are always other options

MacTechTrainer :

do you know how to uninstall a program using xp

MacTechTrainer :

's built in Add/Remove programs feature?

Customer:

yes

MacTechTrainer :

I don't like using it as well as I do a program called Revo Uninstaller

MacTechTrainer :

but I am not going to provide you that procedure

MacTechTrainer :

if you would close all windows

MacTechTrainer :

close iTunes

MacTechTrainer :

and use the Add/Remove Programs to uninstall iTunes

Customer:

all windows are closed

MacTechTrainer :

then I am going to need you to reboot your PC

MacTechTrainer :

after iTunes is removed

MacTechTrainer :

and then reinstall iTunes

MacTechTrainer :

make sure to disconnect your iPod Touc

MacTechTrainer :

and by the way

MacTechTrainer :

is the iPod Touch screen still black?

Customer:

uninstalling and its still black.

MacTechTrainer :

Where did you purchase this iPod Touch from if I am at liberty to ask?

MacTechTrainer :

(don't worry, will not lambast where-ever you received this product form)

Customer:

bestbuy

MacTechTrainer :

and this was a new product and not a open boxed product correct?

Customer:

new product

Customer:

downloading itunes now

MacTechTrainer :

Ok

MacTechTrainer :

and iPod Touch is disconnected at this time, correct?

Customer:

correct

MacTechTrainer :

Good

MacTechTrainer :

when you do complete the iTunes installation

MacTechTrainer :

proceed to reboot your PC before launching the program for the first time

Customer:

ok. so by bookmarking this page it will come back up after the reboot?

MacTechTrainer :

Yes - exactly

Customer:

taking forever:)

MacTechTrainer :

Believe me, I am with you on that

Customer:

rebooting

Customer:

ok back

MacTechTrainer :

Alright

MacTechTrainer :

so go ahead and connect your iPod Touch to your PC

MacTechTrainer :

and watch to see if iTunes discovers the iPod Touch and opens up

Customer:

a bubble came up at the bottom saying found new hardware, ready to use

MacTechTrainer :

and how about iTunes- still closed?

Customer:

yes

MacTechTrainer :

Ok proceed to launch the program

Customer:

says ipod needs to be restored (or something like that)

MacTechTrainer :

Ok- let's try this one more time

MacTechTrainer :

last time the 3194 error came right up

MacTechTrainer :

this time let

MacTechTrainer :

's see if this will be different

Customer:

33 minutes. fingers crossed.

MacTechTrainer :

Ok.

MacTechTrainer :

I will be going offline for that time, but just update me when the process is completed

MacTechTrainer :

I will be watching for any updates from you

Customer:

ok

MacTechTrainer :

I do apologize this is taking so long, but iTunes issues, especially with Windows PCs can be..

MacTechTrainer :

quite "interesting"

MacTechTrainer :

:)

MacTechTrainer :

will be in touch with you soon!

Customer:

It has finished. It made the ipod noise. But the screen is still black.

MacTechTrainer :

Thanks for the update.

MacTechTrainer :

Can you recall how the iPod Touch was being used before the screen black,? Or did you turn it on and it suddenly did not stop displaying the main screen ?

Customer:

Its my 14 yr old daughters and she was listening to music on it and the screen went black this morning.

MacTechTrainer :

and it was not dropped in any way, correct?

Customer:

she did not drop it.

MacTechTrainer :

ok and it has been charging all this time, correct?

Customer:

correct

Customer:

I think im ready to call it a night with this ipod.

MacTechTrainer :

I do understand- I know how exasperating this can be

Customer:

thanks for all your help!

MacTechTrainer :

but one more quick inquiry (and by the way, I will be here tomorrow for you as well)

MacTechTrainer :

At anytime during this process with my suggested processes

MacTechTrainer :

did you at any time see any details appear on your iPod Touch?

Customer:

no visual came on the ipod.

MacTechTrainer :

That is a concern I have

MacTechTrainer :

I will tell you why- I have the same model

MacTechTrainer :

and when my screen went black, a restore or a reset (as I have had you already perform)

MacTechTrainer :

did the job

MacTechTrainer :

this may be an issue with the backlight going out

Customer:

is that covered under the warranty

MacTechTrainer :

the good thing is that you actually have 90 days phone support and 1 year Apple limited warranty

MacTechTrainer :

you bet it is!

MacTechTrainer :

so you are good there

MacTechTrainer :

I am not going to say the "L" word

MacTechTrainer :

but two weeks in and a fully charged iPod Touch with a black screen?

MacTechTrainer :

I have to question that

Customer:

awesome. i think i will take it to apple this week.

MacTechTrainer :

these are not very difficult products to resolve issues with

MacTechTrainer :

That is my final call

Customer:

thanks so much.

MacTechTrainer :

I have seen these enough to know, you may have a backlight that has gone out on your daughter's iPod

MacTechTrainer :

No

MacTechTrainer :

thank you!

MacTechTrainer :

for being so patient with me, as I worked to assist you

MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience: Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
MacTechTrainer and 3 other Mac Specialists are ready to help you

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