APPLE CERTIFICATION 2026/2027 QUESTIONS AND
SOLUTIONS RATED A+
✔✔Key Points (Introduction to Service Guides) - ✔✔Always use the latest Service
Guide when servicing a given device
The Quick Check and Deep Dive sections help technicians troubleshoot devices
efficiently and accurately
Be sure to follow the First Steps section before attempting to complete the repair in
question
✔✔How to Identify a iPhone, iPad, Apple Watch - ✔✔While each model of the iPhone,
iPad, and Apple Watch has unique features because of these small features. Apple has
a variety of different tools available to help you determine which device you are
troubleshooting.
✔✔Support References for iPhones, iPads, & Apple Watches - ✔✔Compare iPhone,
iPad, & Apple Watch Models is a public resource on apple.com that details the
differences between all current models of iPhone, such as finish colors, capacity, and
dimensions as well as other device-specific information.
✔✔Comparing iPhone, iPad, & Apple Watch Models - ✔✔Each iPhone, iPad, & Apple
Watch Service Guides includes an article titled 'Overview'. It contains a Features
section that shows images of the phone and the controls and ports. The iPhone, iPad, &
Apple Watch Sevice Guides also include a link to the VMI (Visual/Mechanical
Inspection) Guide which also helps identify the iPhone, iPad, & Apple Watch. All
iPhone, iPad, & Apple Watch models have a unique configuration code (the last four
characters of the serial number) that is specific to each model type, color, and capacity.
The configuration codes are listed in the VMI Guide in the 'Model Numbers and
Configuration Codes' section. Access all iPhone, iPad, & Apple Watch Service and VMI
Guides in GSX.6
✔✔Serial Number Locations on the iPhone, iPad, & Apple Watches - ✔✔iPhone (In
Settings>General>About) iPad (Same thing as an iPhone) Apple Watch (The bottom of
the Apple watch where the optical heart sensor is or at the band spot)
✔✔Key Points in iOS Fundamentals - ✔✔Some Phone call features on the iPhone
behave differently on GSM and CDMA networks.
FaceTime and Messages include lots of features and benefits. Study them to educate
the customer and troubleshoot issues
Wallet & Apple pay features are regional. Check to see where your customer wants to
use these features
Personal Hotspot requires a supported carrier plan
You must be familiar with iOS settings to help educate the customer and troubleshoot
issues
,✔✔Why is RASA important to communicating with talking about a problem with a
customer? - ✔✔So they know they are being heard, understood, receive their
information, and then summarize what they said so they know they were heard and
understood
✔✔Key Points of Asking Questions - ✔✔Position your question, ask permission to ask it
and probe politely for the best information
Use open questions to encourage customers to respond freely
Use closed questions to gain specific information
Use reflecting skills to check your understanding of the customer's responses
✔✔What is a open probe question? - ✔✔It allows the person answering the question to
freely answer and openly describe
✔✔What is a closed probe question? - ✔✔It is usually a yes or no question that helps
efficiently with the problem
✔✔Key Points on Interpersonal Skills - ✔✔Before you even speak with your customer,
you are already communicating nonverbally
You can change the connotation (meaning) of a word or phrase depending on the tone
or pitch of your voice
You get only one chance to make a first impression using a Warm Welcome
A Fond Farewell involves making sure that your customer's issue is resolved. Invite
them to return for other services, and offer ownership opportunities when appropriate
When providing customer service over the phone, be mindful of such things as pacing,
not interrupting, recapping, and having a "smile" in your voice
✔✔During cellular device activation, what happens after the wireless carrier authorizes
the device for use on its own network? - ✔✔Apple sends an activation signal to iPhone
✔✔Richard was in the middle of updating his iPhone 8 to iOS 11 when he realized he
did not have time to complete the process before he needed to attend a meeting. What
advise would you give Richard? - ✔✔You can press the Home button and restart the
Setup Assistant when it is more convenient
✔✔Yvonne asks about the advantages of using an unlocked iPhone. Which of the
following would accurately explain unlocked devices? - ✔✔Unlocked devices can
activate on any carrier's network
✔✔After an iPhone connects to the Internet and sends the activation credentials to
Apple, what happens next during cellular device activation? - ✔✔Apple verifies the
device and checks that the SIM card is compatible with the activation policy that is
assigned on the Activation Server
,✔✔What is the first step in helping a customer perform an authorized unlock of their
iPhone? - ✔✔Contact the authorized wireless carrier
✔✔Taylan's iPhone shows, "There is no SIM card installed." What might you do to
resolve this alert? (Two Answers) - ✔✔Restart the iPhone & Replace the SIM card with
a non-cut SIM card
✔✔Deanne is using her iPad Pro, which is already running iOS 11, to setup her iPhone
X. She turned on the iPhone X, placed it near her iPad Pro and entered her Apple ID,
when prompted. What should she be waiting for to continue the setup. - ✔✔An
animation should appear on the iPhone X
✔✔Gerald's iPhone cannot be activated because an alert says the activation server is
unavailable. Gerald's iPhone does not use a SIM card. Which of the following would be
a good step to try, first, with Gerald? - ✔✔Go to Apple's system status page and verify
that iOS Device Activation is green. If not, try to activate the iPhone later
✔✔Under which conditions would it be necessary to use a Personal Unlock Key (PUK)?
- ✔✔If the customer fails to enter the correct SIM PIN within three attempts and the SIM
card locks
✔✔Key Points in iOS Activation & Setup - ✔✔Customers may want to unlock their
iPhone so they can choose a different carrier
Some authorized wireless carriers offer a way to unlock phones so customers can use
them with other carriers
If you cannot proceed past the activation screen during the Setup Assistant, it is
probably not a hardware issue
Check for iOS software updates and carrier settings updates to resolve activation issues
Inspect and reseat the SIM card before replacing
✔✔Key Points in iOS Usage - ✔✔There are various locations within the Settings App to
look up meaningful information on usage
You can get the most out of your battery life by toggling settings such as Low Power
Mode
One of the best ways to get the most of of your battery life is to keep your iOS up to
date
Low cellular signal can have a negative impact your battery performance
✔✔Key points in iOS Backup & Syncing - ✔✔Syncing refers to copying music, movies,
TV shows, photos and more from the computer to the iOS device
Backups ensure customers always have a copy of important information, even if they
lose their device
Syncing is setup and initiated using iTunes on a Mac or PC
Customers can choose between using iCloud or iTunes as a backup
, iCloud backups can occur automatically every 24-hours
✔✔Key Points in iOS Security - ✔✔Face ID allows unlocking of an iPhone X by looking
at the screen
For current devices other than iPhone X, users can configure Touch ID to unlock their
device
When using either technology, a user must also set up a passcode
Face ID and Touch ID may not work and may require resetting in certain situations
A user can enable and disable Location Services for each app or website at any time
Restrictions settings can control which apps and features can be used on an iOS device
✔✔The troubleshooting process involves three principle stages -
✔✔Evaluate/Isolate/Resolve
✔✔What are the four problem spaces? - ✔✔Software, Hardware, Environment,
Educational Opportunity
✔✔When you evaluate an issue, what are the three questions that guide the
troubleshooting process? Name three. - ✔✔What does the customer tell you?
What does the device tell you?
What do Apple resources tell you?
Ask probing questions.
Run relevant diagnostics.
Listen for any potential safety issues.
Apply the quick checks that are recommended.
Eliminate irrelevant possibilities until you are left with the most likely cause.
✔✔What are some possible resolutions for a customer issue? - ✔✔Have the customer
reproduce the issue.
Determine if you are dealing with a device issue, or an issue not related to the device.
Isolate the issue to the correct problem space; educational opportunity, environment,
software, or hardware.
Use non-invasive troubleshooting techniques before you move forward with more
invasive methods.
✔✔Key Points in Systematic Troubleshooting iOS - ✔✔Evaluate/Isolate/Resolve
When evaluating an issue, ask:
What Does the Customer Tell Me?
What Does the Device Tell Me?
What Do Apple Resources Tell Me?
Isolate the issue to one of four problem spaces:
Educational Opportunities/Environmental Factors/Software/Hardware
Once you have evaluated and isolated the issue correctly, you should have a clear
understanding of what the right resolution should be for your customer.
SOLUTIONS RATED A+
✔✔Key Points (Introduction to Service Guides) - ✔✔Always use the latest Service
Guide when servicing a given device
The Quick Check and Deep Dive sections help technicians troubleshoot devices
efficiently and accurately
Be sure to follow the First Steps section before attempting to complete the repair in
question
✔✔How to Identify a iPhone, iPad, Apple Watch - ✔✔While each model of the iPhone,
iPad, and Apple Watch has unique features because of these small features. Apple has
a variety of different tools available to help you determine which device you are
troubleshooting.
✔✔Support References for iPhones, iPads, & Apple Watches - ✔✔Compare iPhone,
iPad, & Apple Watch Models is a public resource on apple.com that details the
differences between all current models of iPhone, such as finish colors, capacity, and
dimensions as well as other device-specific information.
✔✔Comparing iPhone, iPad, & Apple Watch Models - ✔✔Each iPhone, iPad, & Apple
Watch Service Guides includes an article titled 'Overview'. It contains a Features
section that shows images of the phone and the controls and ports. The iPhone, iPad, &
Apple Watch Sevice Guides also include a link to the VMI (Visual/Mechanical
Inspection) Guide which also helps identify the iPhone, iPad, & Apple Watch. All
iPhone, iPad, & Apple Watch models have a unique configuration code (the last four
characters of the serial number) that is specific to each model type, color, and capacity.
The configuration codes are listed in the VMI Guide in the 'Model Numbers and
Configuration Codes' section. Access all iPhone, iPad, & Apple Watch Service and VMI
Guides in GSX.6
✔✔Serial Number Locations on the iPhone, iPad, & Apple Watches - ✔✔iPhone (In
Settings>General>About) iPad (Same thing as an iPhone) Apple Watch (The bottom of
the Apple watch where the optical heart sensor is or at the band spot)
✔✔Key Points in iOS Fundamentals - ✔✔Some Phone call features on the iPhone
behave differently on GSM and CDMA networks.
FaceTime and Messages include lots of features and benefits. Study them to educate
the customer and troubleshoot issues
Wallet & Apple pay features are regional. Check to see where your customer wants to
use these features
Personal Hotspot requires a supported carrier plan
You must be familiar with iOS settings to help educate the customer and troubleshoot
issues
,✔✔Why is RASA important to communicating with talking about a problem with a
customer? - ✔✔So they know they are being heard, understood, receive their
information, and then summarize what they said so they know they were heard and
understood
✔✔Key Points of Asking Questions - ✔✔Position your question, ask permission to ask it
and probe politely for the best information
Use open questions to encourage customers to respond freely
Use closed questions to gain specific information
Use reflecting skills to check your understanding of the customer's responses
✔✔What is a open probe question? - ✔✔It allows the person answering the question to
freely answer and openly describe
✔✔What is a closed probe question? - ✔✔It is usually a yes or no question that helps
efficiently with the problem
✔✔Key Points on Interpersonal Skills - ✔✔Before you even speak with your customer,
you are already communicating nonverbally
You can change the connotation (meaning) of a word or phrase depending on the tone
or pitch of your voice
You get only one chance to make a first impression using a Warm Welcome
A Fond Farewell involves making sure that your customer's issue is resolved. Invite
them to return for other services, and offer ownership opportunities when appropriate
When providing customer service over the phone, be mindful of such things as pacing,
not interrupting, recapping, and having a "smile" in your voice
✔✔During cellular device activation, what happens after the wireless carrier authorizes
the device for use on its own network? - ✔✔Apple sends an activation signal to iPhone
✔✔Richard was in the middle of updating his iPhone 8 to iOS 11 when he realized he
did not have time to complete the process before he needed to attend a meeting. What
advise would you give Richard? - ✔✔You can press the Home button and restart the
Setup Assistant when it is more convenient
✔✔Yvonne asks about the advantages of using an unlocked iPhone. Which of the
following would accurately explain unlocked devices? - ✔✔Unlocked devices can
activate on any carrier's network
✔✔After an iPhone connects to the Internet and sends the activation credentials to
Apple, what happens next during cellular device activation? - ✔✔Apple verifies the
device and checks that the SIM card is compatible with the activation policy that is
assigned on the Activation Server
,✔✔What is the first step in helping a customer perform an authorized unlock of their
iPhone? - ✔✔Contact the authorized wireless carrier
✔✔Taylan's iPhone shows, "There is no SIM card installed." What might you do to
resolve this alert? (Two Answers) - ✔✔Restart the iPhone & Replace the SIM card with
a non-cut SIM card
✔✔Deanne is using her iPad Pro, which is already running iOS 11, to setup her iPhone
X. She turned on the iPhone X, placed it near her iPad Pro and entered her Apple ID,
when prompted. What should she be waiting for to continue the setup. - ✔✔An
animation should appear on the iPhone X
✔✔Gerald's iPhone cannot be activated because an alert says the activation server is
unavailable. Gerald's iPhone does not use a SIM card. Which of the following would be
a good step to try, first, with Gerald? - ✔✔Go to Apple's system status page and verify
that iOS Device Activation is green. If not, try to activate the iPhone later
✔✔Under which conditions would it be necessary to use a Personal Unlock Key (PUK)?
- ✔✔If the customer fails to enter the correct SIM PIN within three attempts and the SIM
card locks
✔✔Key Points in iOS Activation & Setup - ✔✔Customers may want to unlock their
iPhone so they can choose a different carrier
Some authorized wireless carriers offer a way to unlock phones so customers can use
them with other carriers
If you cannot proceed past the activation screen during the Setup Assistant, it is
probably not a hardware issue
Check for iOS software updates and carrier settings updates to resolve activation issues
Inspect and reseat the SIM card before replacing
✔✔Key Points in iOS Usage - ✔✔There are various locations within the Settings App to
look up meaningful information on usage
You can get the most out of your battery life by toggling settings such as Low Power
Mode
One of the best ways to get the most of of your battery life is to keep your iOS up to
date
Low cellular signal can have a negative impact your battery performance
✔✔Key points in iOS Backup & Syncing - ✔✔Syncing refers to copying music, movies,
TV shows, photos and more from the computer to the iOS device
Backups ensure customers always have a copy of important information, even if they
lose their device
Syncing is setup and initiated using iTunes on a Mac or PC
Customers can choose between using iCloud or iTunes as a backup
, iCloud backups can occur automatically every 24-hours
✔✔Key Points in iOS Security - ✔✔Face ID allows unlocking of an iPhone X by looking
at the screen
For current devices other than iPhone X, users can configure Touch ID to unlock their
device
When using either technology, a user must also set up a passcode
Face ID and Touch ID may not work and may require resetting in certain situations
A user can enable and disable Location Services for each app or website at any time
Restrictions settings can control which apps and features can be used on an iOS device
✔✔The troubleshooting process involves three principle stages -
✔✔Evaluate/Isolate/Resolve
✔✔What are the four problem spaces? - ✔✔Software, Hardware, Environment,
Educational Opportunity
✔✔When you evaluate an issue, what are the three questions that guide the
troubleshooting process? Name three. - ✔✔What does the customer tell you?
What does the device tell you?
What do Apple resources tell you?
Ask probing questions.
Run relevant diagnostics.
Listen for any potential safety issues.
Apply the quick checks that are recommended.
Eliminate irrelevant possibilities until you are left with the most likely cause.
✔✔What are some possible resolutions for a customer issue? - ✔✔Have the customer
reproduce the issue.
Determine if you are dealing with a device issue, or an issue not related to the device.
Isolate the issue to the correct problem space; educational opportunity, environment,
software, or hardware.
Use non-invasive troubleshooting techniques before you move forward with more
invasive methods.
✔✔Key Points in Systematic Troubleshooting iOS - ✔✔Evaluate/Isolate/Resolve
When evaluating an issue, ask:
What Does the Customer Tell Me?
What Does the Device Tell Me?
What Do Apple Resources Tell Me?
Isolate the issue to one of four problem spaces:
Educational Opportunities/Environmental Factors/Software/Hardware
Once you have evaluated and isolated the issue correctly, you should have a clear
understanding of what the right resolution should be for your customer.
