iPad $1400 brand new Ipad pro asking for passcode!! and it has locked me out!

[mjb25]

Does anyone know the answer to this ridiculous issue?
thank you.

 

[robbieduncan]

Call whoever you bought it from for support

 

[mjb25]

Oh, I called Apple support and they didn't have an answer either!
And... we are in a Lockdown, everywhere is closed.

 

[robbieduncan]

Let’s take a step back. Exactly where did you buy from? How was the product described?

 

[cuestakid]

What did Apple say?

 

[Apple_Robert]

If you bought it new from Apple and have proof of purchase, they can unlock it for you. If you bought it used from someone online, you will need to get them to give you the iCloud credentials to unlock it. If the seller can't provide that information, you have a paperweight.

 

[DeltaMac]

Probably missing a couple of important facts, here...
Have you tried to contact the seller - who, apparently, tried to convince you it was brand new? (More like, barely used, just turned it on, didn't like it, and forget to tell you that they had set up a passcode - put it back in the box - so, just barely used)

 

[chscag]

Apple does not sell brand new iPads or iPhones that require a passcode or are locked. If the OP purchased it "new" from somewhere else then that is where he needs to go to get it resolved.

Or, do as @Apple_Robert stated and advised.

 

[gecko579]

Agree with all said above, but can’t it be wiped/reset in recovery mode?

If you forgot your iPad passcode, use your Mac or PC to reset it - Apple Support

Locked out of your iPad and forgot your iPad passcode? Use a computer to get your iPad into recovery mode so you can erase it and set it up again.

support.apple.com

 

[mjb25]

OK, thank you everyone for all your responses.

Here are the facts:

-I bought a brand new IPAD from Apple.com online,
-I set it up (meaning putting the apple ID, etc.) then put it aside for sometime. Same day I come back to it to continue working on it. And Voila! the IPAD is locked, asking me for PASSCODE that I never set up.
-I called Apple support, they didn't and could not provide any reasons why the new IPAD is asking for Passcode!!
-They told me to log into icloud and erase the IPAD from the account,
-And that's what I did: I erased it from my account. Oh, but SURPRISE, SURPRISE, the Apple geniuses in California did not think about this part:
The erasing of the IPAD cannot be processed UNLESS THE IPAD IS ONLINE!
-So of course if the device cannot be logged into, how would it go online???
-The only solution seems to be (which I am not sure it's going to work) to connect the device to my computer which of course not possible because I don't have USB C port on my laptop.

I have always had PC's and set them up myself with no issues. A $1400 IPAD is still sitting on my desk and I cannot use it because the engineering is at fault. I know there are many loyal fans of Apple out there but I must say the way this product has been set up makes no sense and it's not user friendly at all. I expected so much more from the brand but it's all hocus pocus! I checked online and SO MANY people have the same issue of getting a PASSCODE blocking them from getting into their brand new device. This is the first time I bought an Apple product and probably the last time.

 

[Apple_Robert]

OK, thank you everyone for all your responses.

Here are the facts:

-I bought a brand new IPAD from Apple.com online,
-I set it up (meaning putting the apple ID, etc.) then put it aside for sometime. Same day I come back to it to continue working on it. And Voila! the IPAD is locked, asking me for PASSCODE that I never set up.
-I called Apple support, they didn't and could not provide any reasons why the new IPAD is asking for Passcode!!
-They told me to log into icloud and erase the IPAD from the account,
-And that's what I did: I erased it from my account. Oh, but SURPRISE, SURPRISE, the Apple geniuses in California did not think about this part:
The erasing of the IPAD cannot be processed UNLESS THE IPAD IS ONLINE!
-So of course if the device cannot be logged into, how would it go online???
-The only solution seems to be (which I am not sure it's going to work) to connect the device to my computer which of course not possible because I don't have USB C port on my laptop.

I have always had PC's and set them up myself with no issues. A $1400 IPAD is still sitting on my desk and I cannot use it because the engineering is at fault. I know there are many loyal fans of Apple out there but I must say the way this product has been set up makes no sense and it's not user friendly at all. I expected so much more from the brand but it's all hocus pocus! I checked online and SO MANY people have the same issue of getting a PASSCODE blocking them from getting into their brand new device. This is the first time I bought an Apple product and probably the last time.

Why not skip all the tech drama and take your device and proof of purchase to the Apple store, where they will unlock it for you, and you can wipe it and start over? Why spend your time trying to come up with workarounds when there aren't any? You are wasting time doing that.

Edited to add: If there isn't an open store close to you, call Apple and start a return. Once the return is completed, buy a new iPad.

It shouldn't be as hard as you are making it out to be. I know it is frustrating with a new device in this state but, stop running in circles and pick one of these easy solutions.

 

[ericwn]

Last I checked you have to set up a passcode for any iOS setup when you first enter your credentials - are you sure that it’s not that one? These devices also require this code after a while of inactivity or a restart.

iPads are - once setup correctly- usually online all the time hence the remote wipe was suggested. That of course requires normal operating environment with a running iPad and an active internet connection via wifi or cellular, if available.

Fingers crossed you get this to a good resolution!

 

[AutomaticApple]

OK, thank you everyone for all your responses.

Here are the facts:

-I bought a brand new IPAD from Apple.com online,
-I set it up (meaning putting the apple ID, etc.) then put it aside for sometime. Same day I come back to it to continue working on it. And Voila! the IPAD is locked, asking me for PASSCODE that I never set up.
-I called Apple support, they didn't and could not provide any reasons why the new IPAD is asking for Passcode!!
-They told me to log into icloud and erase the IPAD from the account,
-And that's what I did: I erased it from my account. Oh, but SURPRISE, SURPRISE, the Apple geniuses in California did not think about this part:
The erasing of the IPAD cannot be processed UNLESS THE IPAD IS ONLINE!
-So of course if the device cannot be logged into, how would it go online???
-The only solution seems to be (which I am not sure it's going to work) to connect the device to my computer which of course not possible because I don't have USB C port on my laptop.

I have always had PC's and set them up myself with no issues. A $1400 IPAD is still sitting on my desk and I cannot use it because the engineering is at fault. I know there are many loyal fans of Apple out there but I must say the way this product has been set up makes no sense and it's not user friendly at all. I expected so much more from the brand but it's all hocus pocus! I checked online and SO MANY people have the same issue of getting a PASSCODE blocking them from getting into their brand new device. This is the first time I bought an Apple product and probably the last time.

Did you keep the receipt? Bring it to an Apple Store and they will gladly fix your issue. There is not much we can do to help you in this situation (at least with the information you've provided).

 

[rui no onna]

OK, thank you everyone for all your responses.

Here are the facts:

-I bought a brand new IPAD from Apple.com online,
-I set it up (meaning putting the apple ID, etc.) then put it aside for sometime. Same day I come back to it to continue working on it. And Voila! the IPAD is locked, asking me for PASSCODE that I never set up.
-I called Apple support, they didn't and could not provide any reasons why the new IPAD is asking for Passcode!!
-They told me to log into icloud and erase the IPAD from the account,
-And that's what I did: I erased it from my account. Oh, but SURPRISE, SURPRISE, the Apple geniuses in California did not think about this part:
The erasing of the IPAD cannot be processed UNLESS THE IPAD IS ONLINE!
-So of course if the device cannot be logged into, how would it go online???
-The only solution seems to be (which I am not sure it's going to work) to connect the device to my computer which of course not possible because I don't have USB C port on my laptop.

I have always had PC's and set them up myself with no issues. A $1400 IPAD is still sitting on my desk and I cannot use it because the engineering is at fault. I know there are many loyal fans of Apple out there but I must say the way this product has been set up makes no sense and it's not user friendly at all. I expected so much more from the brand but it's all hocus pocus! I checked online and SO MANY people have the same issue of getting a PASSCODE blocking them from getting into their brand new device. This is the first time I bought an Apple product and probably the last time.

A USB-A to USB-C cable should work just as well for DFU restore.

We have multiple iOS devices in the household and haven't experienced the issue you're complaining about even once. You might have just been unlucky. All things considered, a thousand users experiencing this issue isn't really much compared to the roughly 40 million iPads sold each year. That's less than 0.01%.

Last I checked you have to set up a passcode for any iOS setup when you first enter your credentials - are you sure that it’s not that one? These devices also require this code after a while of inactivity or a restart.

Yep, this. Passcode is part of initial setup. It might even be before iCloud login. Can't remember exactly. It's been a while since I setup an iDevice as new.

 

[mjb25]

Why not skip all the tech drama and take your device and proof of purchase to the Apple store, where they will unlock it for you, and you can wipe it and start over? Why spend your time trying to come up with workarounds when there aren't any? You are wasting time doing that.

Edited to add: If there isn't an open store close to you, call Apple and start a return. Once the return is completed, buy a new iPad.

It shouldn't be as hard as you are making it out to be. I know it is frustrating with a new device in this state but, stop running in circles and pick one of these easy solutions.

We are in a lockdown for the next month.

 

[steelhauler34]

I’m guessing it needs a passcode that was texted to or emailed to another iOS device on your account. Just like when you set up a new phone.

 

[Apple_Robert]

We are in a lockdown for the next month.

Then call Apple and start a return. There is no way they can help you over the phone, as it is impossible to remote into an iPad.

If you have AC+ on the device, you can also ask for Express Replacement and they will send you a new IPad overnight and then you ship the current one back to them. A temporary hold is place on your card until Apple receives the problematic iPad.

 

[laptech]

The OP either screwed up setting up the Ipad and has forgotten what was done OR someone in the same building as the OP saw it and decided to set up a passcode on it because when setting up the ipad, it will firstly ask you to setup touch id. If you do not want it at that time you can press 'setup Touch ID later' and it will then take you to a passcode screen where you setup the passcode. If you do not want to setup a passcode you have to press 'Passcode options' which brings up options for disabling the passcode. Only if the OP went through this EXACT process would a passcode be disabled. The ipad would not enable it of it's own accord because if it did this forum would be inundated with angry ipad owners complaining of the exact same problem. The fact we are not seeing this problem tells me the OP has done something and forgotten what was done and is now asking for help in here.

Come on OP, come clean with what you did.

Edit: If the OP used the sync feature that transfer account info from one apple device to another, the passcode from that device would get transferred over also. So, if the OP synced info from an iphone that had a passcode on it, that passcode would transfer to the new ipad pro.

 

[Apple_Robert]

The OP either screwed up setting up the Ipad and has forgotten what was done OR someone in the same building as the OP saw it and decided to set up a passcode on it because when setting up the ipad, it will firstly ask you to setup touch id. If you do not want it at that time you can press 'setup Touch ID later' and it will then take you to a passcode screen where you setup the passcode. If you do not want to setup a passcode you have to press 'Passcode options' which brings up options for disabling the passcode. Only if the OP went through this EXACT process would a passcode be disabled. The ipad would not enable it of it's own accord because if it did this forum would be inundated with angry ipad owners complaining of the exact same problem. The fact we are not seeing this problem tells me the OP has done something and forgotten what was done and is now asking for help in here.

Come on OP, come clean with what you did.

Edit: If the OP used the sync feature that transfer account info from one apple device to another, the passcode from that device would get transferred over also. So, if the OP synced info from an iphone that had a passcode on it, that passcode would transfer to the new ipad pro.

Unless I misunderstood the OP, he entered his Apple ID credentials and then walked away before setting up a passcode.

 

[laptech]

Unless I misunderstood the OP, he entered his Apple ID credentials and then walked away before setting up a passcode.

Having to enter Apple ID is done AFTER setting up touch ID and passcode. Therefore for the passcode to be disabled the OP HAS TO have pressed 'passcode' options to be able to disable the passcode.

If the OP did in fact get to the part where Apple ID is entered, you are then asked to agree to Apple's T&C's. When you agree, it takes you to setting up Siri, if you say no the next thing you see screen asking if you want to send diagnostics data to apple. These few screens are only a few seconds from the Apple ID setup screen so if the OP did not finish the setup, why on earth no when from that stage is only takes a few seconds to finish setting up the ipad. I've setup 100's of ipads where I work and not one has suffered the problem that the OP describes.

I therefore think the OP has done something that we are not being told.

 

[Apple_Robert]

Having to enter Apple ID is done AFTER setting up touch ID and passcode. Therefore for the passcode to be disabled the OP HAS TO have pressed 'passcode' options to be able to disable the passcode.

If the OP did in fact get to the part where Apple ID is entered, you are then asked to agree to Apple's T&C's. When you agree, it takes you to setting up Siri, if you say no the next thing you see screen asking if you want to send diagnostics data to apple. These few screens are only a few seconds from the Apple ID setup screen so if the OP did not finish the setup, why on earth no when from that stage is only takes a few seconds to finish setting up the ipad. I've setup 100's of ipads where I work and not one has suffered the problem that the OP describes.

I therefore think the OP has done something that we are not being told.

Thanks for the refresher. It has been a while since I set up my iPad Pro. You are correct. Either the OP is being purposefully obtuse and evasive with facts or, he isn't the owner.

 

[citylightsapple]

"...Either the OP is being purposefully obtuse and evasive with facts or, he isn't the owner."

IMO, this is likely the case.

 

[chscag]

This is the first time I bought an Apple product and probably the last time.

Let's give the OP the benefit of doubt instead of the criticism. He admits that this is his first purchase of an Apple product. Very easy to become confused over what to do to set it up.

 

[FHoff]

There’s always more to the “whole story” on the internet’s. Title alone was enough to know where this was going.

 

[Marshall73]

OK, thank you everyone for all your responses.

Here are the facts:

-I bought a brand new IPAD from Apple.com online,
-I set it up (meaning putting the apple ID, etc.) then put it aside for sometime. Same day I come back to it to continue working on it. And Voila! the IPAD is locked, asking me for PASSCODE that I never set up.
-I called Apple support, they didn't and could not provide any reasons why the new IPAD is asking for Passcode!!
-They told me to log into icloud and erase the IPAD from the account,
-And that's what I did: I erased it from my account. Oh, but SURPRISE, SURPRISE, the Apple geniuses in California did not think about this part:
The erasing of the IPAD cannot be processed UNLESS THE IPAD IS ONLINE!
-So of course if the device cannot be logged into, how would it go online???
-The only solution seems to be (which I am not sure it's going to work) to connect the device to my computer which of course not possible because I don't have USB C port on my laptop.

I have always had PC's and set them up myself with no issues. A $1400 IPAD is still sitting on my desk and I cannot use it because the engineering is at fault. I know there are many loyal fans of Apple out there but I must say the way this product has been set up makes no sense and it's not user friendly at all. I expected so much more from the brand but it's all hocus pocus! I checked online and SO MANY people have the same issue of getting a PASSCODE blocking them from getting into their brand new device. This is the first time I bought an Apple product and probably the last time.

If you have removed it from your iCloud account then put it into DFU mode and restore it via a computer.

1. Connect the iPad Pro to the computer using a USB cable
2. Open iTunes on a Windows PC or finder on a Mac
3. Press the volume Up button and release it on the iPad Pro
4. Press Volume Down button and release it on the iPad Pro
5. Now keep the Power pressed button until the iPad Pro screen goes black, it may take about 10-15 seconds
6. While still holding the Power button, now press and hold both the power button and the volume down button button for another 5 seconds
7. Release the power button, but keep holding Volume Down button for another 10 seconds
8. At this point, iTunes/finder should pop up with a warning message saying “detected an iPad in recovery mode. You must restore this iPad before it can be used”, this indicates that the iPad Pro is successfully in DFU mode

Once that’s done you will need to go through the setup process at which point it connects to your internet and confirms if it is attached to an iCloud account. Once that’s done the setup process will continue.