iPad Pro :( Meltdown: iPP (2018) not working properly after replacement -> Apple Support not helpful! Help please!

[AppleMango]

Hi guys,

I'm having a total meltdown and am upset by what's going on for a week now:

I really want to keep it short, so please bear with me because I don't know which details are worth mentioning and which are just overkill.

Setup: iPad Pro 11" (2018) with all iCloud-Services turned on
iPhone 11 Pro with all iCloud-Services turned on

03/11/: iPad Pro 11" (2018) REPLACEMENT​

-> Had a volume button not working properly
-> did a manually initiated BACKUP at 10am on charger and Wi-Fi at home, set the iPad to Flightmode.
-> Technician turned Wi-Fi on, and disabled "Find my..."
-> after handing me new iPad, I clicked on "ERASE ALL CONTENT AND SETTINGS" and confirmed, I remember the display going dark and a little item circling, then the technician took the device away saying "it will finish on its own".

03/11/: REPLACEMENT restored with BACKUP in the evening​

-> powered up the new device, held my iPhone close, scanned this "jellyfish-y cloud", updated to 14.1 and then restored from the backup in the morning from 10am (it was now about 6 hours later).

Here is where the problems starts...


1) iMessages from the time between backup and restore were missing
-> first apple support contact confirmed right settings and told me to wait 24 hours and call again.

2) 24 hours later still missing gap
-> second apple support contact checked settings and toggled off/on iMessages and iMessages iCloud, restart
-> FIXED

3) next day: Photos app stuck on "updating 1 item" and safari tabs not syncing properly AND two iPads on iPhone under tab overview
-> third apple support contact checked settings, let me update to 14.2 on both devices, toggled off/on safari iCloud, restart, and said I might have to backup and do a new restore.
-> NOT FIXED

4) iMessages partly missing again, safari tabs not syncing and still 2 iPads on tab-overview on iPhone
-> fourth apple support contact checked settings, escalated to senior adviser and let me sign out/in of iCloud and restart, which fixed iMessages again and tabs from iPhone->iPad are syncing, but not vice versa.
-> was told to check it on a different Wi-Fi which is extremely difficult for me, being isolated and not familiar with neighbours, etc. and in lockdown.
-> NOT FIXED



So, last night I put the iPad on the charger again and all of a sudden, the missing iMessages were indeed syncing and appearing again, but the safari tabs are just not working.


I am worn down, work, no holidays, personal stress and lockdown all coming together and now this annoying mess brings me to the edge of desperation.

I am disappointed by Apple, paying for AppleCare+ and their support and being left with a faulty service and a very "reluctant" adviser on the phone.
I am also really worried now about the fact that maybe my old iPad is somewhere out there in their shop, not properly deleted and my files and data is accessible.



So, Tl;dr:
restored iPad is not syncing properly with iCloud (iMessages, safari tabs) and I've changed ID-password, signed out/in iCloud, restarted services several times and I still have 2 iPads under tab-overview on iPhone and no syncing.


Is there anyone, who has any idea or can explain what's going on, what I should do ....

seriously, I am at the point where I just want to wipe the whole d**n thing and setup as new and download my apps again and hope that all the iCloud-services come back without any data loss!

But is that a good idea?



So, whoever read this, thanks - whoever answers, thank you!



Have a great weekend,
AM

 

[0128672]

I can understand restoring these two iCloud items are causing you some stress. In fairness though, it's not an issue with your iPP replacement; it's an iCloud issue. There's no guarantee that setting up as new will restore 100% of your data if there's an issue with your data. Sometimes these things happen. It's a hard thing to accept, but you may need to reconcile that there is some data loss. I'd recommend doing whatever causes you the least stress and move on from this unfortunate event.

 

[AppleMango]

Hi @Namara

thank you for your message.

I understand that it is probably an iCloud issue and you make a fair point.

Let me ask you this:
If the iMessages are all complete on my iPhone and the Photos are fine, as well as Contacts, Notes, Mail, Reminders...

Would you expect that to be alright with a "setup as new" on the replacement iPad?

I can try to save the most important tabs (since I can still open them from the iPhone as a workaround) in the readers list or bookmarks.

And how do I fix having 2 iPads under the tab-overview in safari on iPhone? I don't know how setup as new would resolve this...

 

[0128672]

Hi @Namara

thank you for your message.

I understand that it is probably an iCloud issue and you make a fair point.

Let me ask you this:
If the iMessages are all complete on my iPhone and the Photos are fine, as well as Contacts, Notes, Mail, Reminders...

Would you expect that to be alright with a "setup as new" on the replacement iPad?

I can try to save the most important tabs (since I can still open them from the iPhone as a workaround) in the readers list or bookmarks.

And how do I fix having 2 iPads under the tab-overview in safari on iPhone? I don't know how setup as new would resolve this...

To answer your questions:

I would expect that if all of the settings are the same for each app you have enabled in iCloud that set up as new would restore the data for those apps. Close all the apps on your iPhone to give them a chance to sync. And you probably already did this, but make sure your iMessage settings are identical on both devices. Double checking that Apps that use iCloud is configured correctly is always wise too.

Edited: I see you're on 14.2 (which I assume is true for your phone as well). There are some MR threads related to missing Messages and Safari tabs after updating to 14.2. I have not read through them so can't vouch whether they relate 100% to the issues you're experiencing, but it's worth checking them out.

If you're seeing duplicate iPads in tab overview, you can edit your device list in the Apple Support app under My Devices.

 

[0128672]

And I just want to add something about stress ... These are tough times indeed. You've got a lot else going on that's contributing to the way you're feeling. You sound overwhelmed and exhausted. I've been there. You might be thinking "if I can just get these iCloud issues resolved, then I'll feel better." Maybe you will, but maybe let them rest for a bit and do some nice non-tech things for yourself like get out for a walk or other things that really soothe your soul.

 

[AutomaticApple]

And I just want to add something about stress ... These are tough times indeed. You've got a lot else going on that's contributing to the way you're feeling. You sound overwhelmed and exhausted. I've been there. You might be thinking "if I can just get these issues resolved, then I'll feel better." Maybe you will, but maybe let the iPad issue rest for a bit and do some non-tech nice things for yourself like get out for a walk or whatever really soothes your soul.

Yeah, maybe go on a vacation to somewhere soothing. The stress is very much immense these days.

 

[AppleMango]

Hi guys,

first of all I'd like to thank you for your comments.

I indeed had a day out in the forest to clear my head and it was certainly a good idea.

So here is what happened WITHOUT me doing anything:

1) on iPhone Safari on tab-overview, the iPad (2) disappeared and I am now left with only one device.
2) Those tabs from iPad -> iPhone are still not syncing properly, however
3) tabs from iPhone -> iPad are syncing.

iMessages and rest seems fine too.


Thanks for the reference to 14.2 and reported problems.

I wonder if I should wait for 14.3 and see if anything changes before doing something dramatic like setup as new...


bw