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Archived - iPod shuffle troubleshooting and service FAQ

This article has been archived and is no longer updated by Apple.

Symptoms

Having trouble with your iPod shuffle? This collection of troubleshooting steps and links to helpful articles may be just what you need to resolve your issue. If, after trying all the appropriate troubleshooting suggestions, you still haven't resolved your issue, you can request service for your iPod shuffle online.

Resolution

Start here first

  1. Make sure that your computer meets the system requirements for iPod shuffle.
  2. In some cases, simply updating to the latest versions of iTunes and iPod Software may resolve your issue.
  3. Visit the iPod shuffle Support page if you have questions about using iPod shuffle or need help with an issue. For usage help, check out the iPod shuffle Fast Start, which feature step-by-step instructions to get the most out of your music player.

If you've checked all of the items above and still haven't resolved your issue, review the topics below and try the relevant steps.

iPod shuffle doesn't respond or won't turn on

If your iPod shuffle doesn't respond (it appears "frozen") or won't turn on, check for these possible causes:

For iPod shuffle, 2nd Generation:

  • Verify the iPod shuffle is seated securely in the dock.
  • Check the switch on the top. If you don't see a green field exposed at the top, then the switch is in the Off position. Turn iPod shuffle on.

    Turn iPod shuffle on

  • If the status light blinks green, then three orange when you press a button, the buttons on iPod shuffle are disabled. Press and hold the Play/Pause button for about 3 seconds, until the status light blinks green.

    Diagram of disable, enable buttons to press and hold

  • Your iPod shuffle may need to be reset. See this article for steps to reset iPod shuffle. Resetting does not affect your music or data files.
  • If a red light is blinking or continuously on, your iPod battery may not be charged. You can find information on charging iPod shuffle here. To find out how to check the battery life, see the article "Checking the charge." To get the most out of your battery, be sure to check out our battery tips and tricks article.
  • If none of these steps worked, you may need to restore your iPod shuffle software. Please be aware that doing so will delete all your files on iPod shuffle.

 


 

For iPod shuffle, 1st Generation:

  • Check the switch on the back. If you don't see a green strip at the top, then the switch is in the Off position. Turn iPod shuffle on.

    Turn iPod shuffle on

    Tip: If the switch isn't in the Off position, it might help to try toggling the switch off and then back on to the "play in order" or "shuffle songs" position.

  • If the status light blinks orange when you press a button, the buttons on iPod shuffle are disabled. Press and hold the Play/Pause button for about 3 seconds, until the status light blinks green.

    iPod shuffle play button

  • Your iPod shuffle may need to be reset. See this article for steps to reset iPod shuffle. Resetting does not affect your music or data files.
  • Your iPod battery may not be charged. You can find information on charging iPod shuffle here. To find out how to check the battery life, see the article "Checking the charge." To get the most out of your battery, be sure to check out our battery tips and tricks article.

    Note: Do not use the USB port on a keyboard or non-powered USB hub with iPod shuffle, as these low-powered ports will not be able to charge it.

  • If none of these steps worked, you may need to restore your iPod shuffle software. Please be aware that doing so will delete all your files on iPod shuffle.



My computer doesn't see my iPod shuffle

  • If you're using a Windows laptop with iPod shuffle, check this article for some important information.
  • If your Windows computer doesn't see iPod shuffle, go here for troubleshooting steps. If your Mac doesn't see iPod shuffle, go here for troubleshooting steps.
  • Disconnect all other USB devices from the computer except for iPod shuffle, and see if it works as expected.
  • Try plugging iPod shuffle into a different USB port on your computer, or try a different computer.



I can't transfer songs to or play certain songs on iPod shuffle

  • Make sure that you are using the latest version of iTunes to transfer music to iPod shuffle.
  • If Windows recognizes iPod shuffle, but iTunes doesn't, or you receive an error, see this article.
  • If you're able to transfer songs, but some don't play, find out what to do here.



Headphones issues

If your headphones don't work as expected or not at all, connect the headphones to another audio source, such as your computer's speaker jack or another audio device that has a 3.5 mm stereo headphone jack, and test them. If your headphones are under warranty and still don't work, you can order replacement iPod headphones.



Get Service

If you've tried all the appropriate troubleshooting steps above and those found on the iPod shuffle Support page, and have determined that your iPod shuffle needs service, you can request service online. Here's how:

  • What you'll need

    To request service for your iPod shuffle, you'll need to know its serial number and purchase date. If your iPod is not covered under the terms of the Apple One-Year Limited Warranty or AppleCare Protection Plan for iPod, you will be charged a fee for service.

    Please note that in North America a 29.95 USD shipping and handling fee will apply to all in-warranty repairs that are performed 180 days from your iPod shuffle date of purchase. This fee may not apply in other regions. If you've purchased an AppleCare Protection Plan for iPod, you will not be charged a shipping and handling fee.

  • How to get iPod shuffle serviced

    To request service, go to the iPod shuffle Repair and Accessory Replacement page and fill out the form at the bottom to request service for your iPod or accessory (including battery service). If you request warranty service through the web and your iPod shuffle qualifies for in-warranty service, Apple will provide you with a replacement iPod shuffle in advance of receiving your defective unit. You will be asked to provide a major credit card to secure the return of the defective iPod shuffle. If you do not return the defective iPod shuffle to Apple within 10 business days of receiving your replacement, Apple will charge you for the replacement. If you don't have a credit card, please schedule a service appointment with an Apple Retail Store.

    Europe, Asia-Pacific, and Australia customers: If you live in Europe or Asia-Pacific, please take your iPod to a local Apple Authorized Service Provider (AASP) for service. To locate an AASP, go to the main Apple website for your country and click the "Where to Buy" link on the upper-right part of the page. In Australia, you can use the web form to request service or take your iPod to an AASP.

    Important: When you send your iPod in for repair or battery service, please note that your iPod will be replaced with a functionally equivalent new, used, or refurbished iPod. You will not receive the same iPod that was sent in for service. If you use your iPod shuffle in disk mode and have any data files (other than your music library), make sure that you back up those files before sending in your iPod.

  • What happens when I send iPod shuffle in for service?
    iPod equipment sent in for service is replaced with functionally equivalent new, used, or refurbished iPod equipment. Service is processed through AppleCare's direct mail-in system. You will not receive the same iPod that was sent in for service.
  • Will the files on my iPod be preserved?
    No. Songs and files will not be transferred to your replacement iPod. Make sure that you back up important files and then remove all data from iPod shuffle before sending it to Apple. Apple is not responsible for any data sent to it in connection with service.
  • Is there a way to track my iPod shuffle repair?
    Absolutely. Just go to our Repair Status page any time you want to find out the status of your iPod shuffle repair.

 

Additional Information

You can find more information about our iPod shuffle service program, including warranty information, AppleCare Protecion Plan, and out-of-warranty pricing, on our iPod shuffle Service FAQ page.

 

Last Modified: Feb 23, 2011
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  • Last Modified: Feb 23, 2011
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