Discover what you can do if your device has a frozen screen, does not respond when you touch it, or becomes stuck when turned on.
If the screen is black or locked
- On an iPhone 7 or iPhone 7 Plus: press and hold the on/off buttons and the volume down button for at least ten seconds until you see the Apple logo.
- On an iPhone 6 or earlier, an iPad, or an iPod touch: press and hold the sleep/wake buttons and home button for at least ten seconds until you see the Apple logo.
If the device does not start or does not start
Plug the device in and allow it to charge for one hour. After a few minutes, you should see the charging screen.
If the charging screen does not appear after one hour or if the screen that indicates that you must connect it to a power source appears, check the plug, USB cable, and power adapter. Make sure they are all properly plugged in, clean of debris and no signs of deterioration. You may also want to try using a USB cable or a different power adapter.
If your device is still not activated, see Next Steps.
If the device activates but locks during boot
If you see the Apple logo or a red or blue screen during startup, follow these steps:
- Connect your device to a computer and open iTunes. If you do not have a computer, you can borrow it or go to an Apple Store or an Apple Authorized Service Provider for help.
- While the device is connected, force it to restart.
- On an iPhone 7 or iPhone 7 Plus: press and hold the sleep/wake buttons and volume down button at the same time.
- On an iPhone 6 or earlier, an iPad, or an iPod touch: press and hold the sleep/wake buttons and the home button at the same time.
- Be sure to click on them when the Apple logo appears. Leave them pressed until you see the recovery mode screen.
- When you are offered the option to restore or update, select Refresh. iTunes will attempt to reinstall iOS without deleting the data.
iTunes will download the device software. If it takes more than 15 minutes, the device will exit recovery mode, and you will have to repeat steps 2 and 3.
If you need more help
Contact Apple Technical Support to configure the service if you have any of these issues:
- A black screen continues to appear after loading, forcing the reboot, or following the steps in this article.
- The screen is black, but you can hear alerts, sounds, and vibrations.
- The screen is on but does not respond to touching, swiping, or other gestures.
- You can not force the device to restart because the start or sleep/wake button is broken or stuck.
- The device is stuck in the Apple logo, shows the screen a single color or iTunes does not recognize it.