Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
So are you unable to gain access into your iPod because of the passcode access screen, or is it a completely black screen?
Actually both. I put a security passcode on the ipod last Friday. This morning the screen went black.
Understood- and thanks for the confirm
Let's try this:
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.
Have you tried connecting your iPod to a computer to make sure it is fully charged?
The ipod just made the little ipod sound but the screen is still black.
Yes it is connected to the computer.
Repeat that hard rest process once more if you would
before this occurrence, have you recently been able to sync your iPod Touch with your computer using iTunes?
if so, how long ago?
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
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
but that would mean restoring the iPod Touch back to original factory settings and a wipe of all your data on the iPod Touch
Ok here is the process
Make sure your iPod Touch is still connected to your computer and iTunes is open
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.
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.
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.
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.
And my apologies
I am trying to help restore your firmware
not restore the iPod Touch back to original factory settings
that will come after this process
because I want to see if maybe the firmware can be restored and your existing data is not touched
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.
that is a good sign
it can take a little while for the download to complete
but let it do its thing:)
ok. it has 27 minutes to go.
That is fine
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
but for now, I am fine hanging in here with you
ok thanks...just 24 minutes:)
How's it going so far- time wise?
4 more minutes
I am glad to see the download is still going forward as it should
it is now processing the file.
ok extracting software
unknown error ocurred 3194
in iTunes do you see your iPod Touch listed under Devices on the left side bar of the open iTunes window?
Ok if you click on that iPod icon you should see a window on the right side with the Summary tab selected
do you see that
As you see by example with the image above
is the Restore button available?
restore is available
How about Check for Updates
check for updates is not
"Check for Update" I mean
Ok go ahead and try the Restore option now
I had you try the first procedure to see if the DFU mode could find some previous firmware, but it did not
which is why it processed the 3194 error
no worries there
now this process I cannot hold on for, because it is going to take approximately another 25-30 mins
as long as you have this session bookmarked
message: the ipod could not be restored. An unknown error occured 3194
you should be ok for contacting me back once this restore is completed
Are you running windows 7?
I don't know. How can I check?
Go to Start>Control Panel
and select System
you will see the version you have there
windows xp professional
Just to also confirm, have you jailbroken your iPod Touch by chance?
or you are not aware of that term?
im not aware of that term
in that case I need you to view this guide via this article for the iPhone (works for iPod Touch models as well)
Resolving iTunes Error-3194
I dont see a article
I was setting up the link
sorry for the delay
I think this is beyond me.
Ok that is what I wanted to confirm
not to worry
close that page and now I want you to perform this action
Go into Start
look for My Computer and right click on it
select Manage from the small pop up menu
let me know when you get to Manage
if you perform this correctly you should see a Computer Management Console window
ok at manage
Good now select Manage and you should be in an open Computer Management Console window
Now look on the right side window and click on Services and Application
typing too fast
when you do click on the Services and Applications
look on the right side column window for Services
tell me if you see that
I have indexing services
did you click on the Service and Applications on the left side column window?
I have an XP computer as well, so I am just going over the same steps
Do you see on the left side showing Services and Applications, a "+" box?
that + should be before the Services and Applications name
it allows you to expand or collapse the selection
if you do, you may see Services there
do you see that?
no i do not
Im sorry. Ive lost my patience on this. Do you mind if we just stop.
I am sorry, what I am trying to do is simply shut down three services
and then I was going to recommend you uninstall iTunes and re-install the program
you are having too much difficulty there
so close up the console management
not sure why you are unable to see that - but its ok
there are always other options
do you know how to uninstall a program using xp
's built in Add/Remove programs feature?
I don't like using it as well as I do a program called Revo Uninstaller
but I am not going to provide you that procedure
if you would close all windows
and use the Add/Remove Programs to uninstall iTunes
all windows are closed
then I am going to need you to reboot your PC
after iTunes is removed
and then reinstall iTunes
make sure to disconnect your iPod Touc
and by the way
is the iPod Touch screen still black?
uninstalling and its still black.
Where did you purchase this iPod Touch from if I am at liberty to ask?
(don't worry, will not lambast where-ever you received this product form)
and this was a new product and not a open boxed product correct?
downloading itunes now
and iPod Touch is disconnected at this time, correct?
when you do complete the iTunes installation
proceed to reboot your PC before launching the program for the first time
ok. so by bookmarking this page it will come back up after the reboot?
Yes - exactly
Believe me, I am with you on that
so go ahead and connect your iPod Touch to your PC
and watch to see if iTunes discovers the iPod Touch and opens up
a bubble came up at the bottom saying found new hardware, ready to use
and how about iTunes- still closed?
Ok proceed to launch the program
says ipod needs to be restored (or something like that)
Ok- let's try this one more time
last time the 3194 error came right up
this time let
's see if this will be different
33 minutes. fingers crossed.
I will be going offline for that time, but just update me when the process is completed
I will be watching for any updates from you
I do apologize this is taking so long, but iTunes issues, especially with Windows PCs can be..
will be in touch with you soon!
It has finished. It made the ipod noise. But the screen is still black.
Thanks for the update.
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 ?
Its my 14 yr old daughters and she was listening to music on it and the screen went black this morning.
and it was not dropped in any way, correct?
she did not drop it.
ok and it has been charging all this time, correct?
I think im ready to call it a night with this ipod.
I do understand- I know how exasperating this can be
thanks for all your help!
but one more quick inquiry (and by the way, I will be here tomorrow for you as well)
At anytime during this process with my suggested processes
did you at any time see any details appear on your iPod Touch?
no visual came on the ipod.
That is a concern I have
I will tell you why- I have the same model
and when my screen went black, a restore or a reset (as I have had you already perform)
did the job
this may be an issue with the backlight going out
is that covered under the warranty
the good thing is that you actually have 90 days phone support and 1 year Apple limited warranty
you bet it is!
so you are good there
I am not going to say the "L" word
but two weeks in and a fully charged iPod Touch with a black screen?
I have to question that
awesome. i think i will take it to apple this week.
these are not very difficult products to resolve issues with
That is my final call
thanks so much.
I have seen these enough to know, you may have a backlight that has gone out on your daughter's iPod
for being so patient with me, as I worked to assist you