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iPad Called Apple about Safari crashing on an iPad Air and they told me to exchange to it

C

Charliebird

macrumors 6502a
Original poster
Mar 10, 2010
853
139
I'm experiencing the same Safari crashing issue on my new iPad Air issue that I thought everyone else was experiencing. The low memory messages are showing up in the error logs. The support advisor had me upload the error logs. He immediately noticed the low memory errors in the log files and put me on hold to speak to his supervisor. When he came back he said to take it back to where I purchased it and exchange it for a new one. Besides the Safari crashing issue my unit seems to be working great and I have no issues with the screen. I'm not sure what I should do because I didn't want to get into an exchange loop with Apple. :(

(I realize there is a certain amount of irony here)
 
I have a ton of low memory logs, and safari has never crashed for me. I don't think low memory has anything to do with the crashes. My safari tabs and recent apps will occasionally reload though, which is where I think my low memory logs are coming from... Not sure. Do other browsers crash on your iPad too?
 
I also have a load of low memory logs, and have fairly often re-springs and crashes when using multitasking etc. It's almost definitely a software issue, my 5s had very similar symptoms to start with, and all of these behaviours were pretty much fixed in 7.0.3, so I'd wait to see if the next point update sorts it out (it almost definitely well) rather than risking exchanging a device that has nothing wrong with it
 
I haven't experienced any of these issues yet and hope I don't. I've had 5 Safari tabs open no problem and no low memory reports. I'd take them up on the offer to exchange but make sure you thoroughly check it out as much as possible while in the store. One of mine showed the left gray screen column problem so we opened a new one which thankfully was fine.
 
Charliebird said:
I'm experiencing the same Safari crashing issue on my new iPad Air issue that I thought everyone else was experiencing. The low memory messages are showing up in the error logs. The support advisor had me upload the error logs. He immediately noticed the low memory errors in the log files and put me on hold to speak to his supervisor. When he came back he said to take it back to where I purchased it and exchange it for a new one. Besides the Safari crashing issue my unit seems to be working great and I have no issues with the screen. I'm not sure what I should do because I didn't want to get into an exchange loop with Apple. :(

(I realize there is a certain amount of irony here)
Click to expand...

Return; do not exchange as you probably have a limited amount (14 days in many cases) of time to get a functioning unit. There is no guarantee that any future updates to iOS 7 will fix the crashing issue due to insufficient memory.
 
AdonisSMU said:
Did you ask them why?
Click to expand...

The support guy said he thought it was a hardware defect (maybe the flux capacitor). He wasn't the most technical guy. I honestly wasn't expecting them to suggest exchanging the unit. I thought they would document the issue and tell me to do a system restore.
 
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Brittany246 said:
I have a ton of low memory logs, and safari has never crashed for me. I don't think low memory has anything to do with the crashes. My safari tabs and recent apps will occasionally reload though, which is where I think my low memory logs are coming from... Not sure. Do other browsers crash on your iPad too?
Click to expand...

All my low memory logs have coincided with app crashes for chrome and safari
 
That is concerning. How do you check error logs?

I just got an iPad Air yesterday (first iPad btw). And Safari has crashed 3 times already.

But I'm fairly certain this is a software issue not hardware and perhaps due to the low Ram on the iPad Air or more likely iOS7 glitches?

I'm personally not overly concerned yet but thanks for the heads up.
 
Just curious, does safari crashing mean you're kicked back to the home screen, or does the apple logo show up for 5-10 seconds then you're kicked back to the lock screen?

Each time mine crashes it does the apple logo to lock screen crash.
 
mpayne2k said:
Just curious, does safari crashing mean you're kicked back to the home screen, or does the apple logo show up for 5-10 seconds then you're kicked back to the lock screen?

Each time mine crashes it does the apple logo to lock screen crash.
Click to expand...

It instantly takes me to the home screen (desktop). I'm on the phone with Apple right now and Mail crashed when I was looking up the ticket number.
 
Charliebird said:
The support guy said he thought it was a hardware defect (maybe the flux capacitor). He wasn't the most technical guy. I honestly wasn't expecting them to suggest exchanging the unit. I thought they would document the issue and tell me to do a system restore.
Click to expand...

Ha! I would want a Flux Capacitor in my iPad! I would also want a Delorean too :D. There are a bunch of issues with current iOS7 and memory management with multiple tabs open in Safari right now. To be safe, return the unit and get a new new one. If you don't want to go through the hassle, try a blank slate restore off of a new download of iOS7.whatever is newest. If the issue persists, it could be due to the firmware or it could be a problem with RAM. I've had Safari crash and not load pages on my new Air but I also know that I'm pushing the upper limit of the RAM constantly since I have a monitor installed to track memory and processing.
 
I crash Safari several times a day. I don't know why. I'll check out the logs sometime, but my guess is low memory.

Safari closes and you are kicked back to the home screen. Sometimes, when I restart Safari all of my pages are closed. That's annoying.

I'm not sure if there is a point in exchanging it for another one. If this 1GB of RAM is the issue, a replacement would have the same 1GB of RAM, right?

If the RAM isn't the issue, then that is another story, but I haven't seen anything to suggest it is anything else. It's a shame that the experience is so poor, but I think it is predictable -- iOS 7 is buggy (in my experience, though getting better) and 1 GB of RAM is anemic.

There is little chance I'll be working with any other device, though, for various reasons that relate to the work I do.
 
Charliebird said:
I'm experiencing the same Safari crashing issue on my new iPad Air issue that I thought everyone else was experiencing. The low memory messages are showing up in the error logs. The support advisor had me upload the error logs. He immediately noticed the low memory errors in the log files and put me on hold to speak to his supervisor. When he came back he said to take it back to where I purchased it and exchange it for a new one. Besides the Safari crashing issue my unit seems to be working great and I have no issues with the screen. I'm not sure what I should do because I didn't want to get into an exchange loop with Apple. :(

(I realize there is a certain amount of irony here)
Click to expand...

Everyone I know is aware of the problem, but we're not concerned. We have not upgraded our iPad 4's to iOS7 cause it's so buggy. Plus most of us hope Apple can fix it by the time retina minis are out. That's a better iPad anyway.
 
whtrbt7 said:
Ha! I would want a Flux Capacitor in my iPad! I would also want a Delorean too :D. There are a bunch of issues with current iOS7 and memory management with multiple tabs open in Safari right now. To be safe, return the unit and get a new new one. If you don't want to go through the hassle, try a blank slate restore off of a new download of iOS7.whatever is newest. If the issue persists, it could be due to the firmware or it could be a problem with RAM. I've had Safari crash and not load pages on my new Air but I also know that I'm pushing the upper limit of the RAM constantly since I have a monitor installed to track memory and processing.
Click to expand...

I called AppleCare back and the second guy suggested a blank slate restore before exchanging the unit. I'm in the process of restoring it right now. My gut feeling is that it's a software issue but I like to get everything documented in a trouble ticket. So if there is further issues later I can show there is a documented history of the issue (Maybe I've been working in IT to long).

I don't usually have multiple tabs open on my iPad Air so I'm not sure it's related to my issues. The funny thing is that on my iPhone 5 I forget to close tabs and sometimes have 5+ tabs open at one time and Safari never crashes on it. :)
 
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It's not software, there would be a lot more cases, mine haven't crashed once in the week that I've had it.
 
Charliebird said:
I called AppleCare back and the second guy suggested a blank slate restore before exchanging the unit. I'm in the process of restoring it right now. My gut feeling is that it's a software issue but I like to get everything documented in a support ticket. So if there is further issues later I can show there is a documented history of the issue (Maybe I've been working in IT to long).

I don't usually have multiple tabs open on my iPad Air so I'm not sure it's related to my issues. The funny thing is that on my iPhone 5 I forget to close tabs and sometimes have 5+ tabs open at one time and Safari never crashes on it. :)
Click to expand...

Won't that simply restore your Air to its (defective) factory settings?

Don't see this helping (and erases your diagnostic data) but keep us informed on the progress.
 
squeeks said:
It's not software, there would be a lot more cases, mine haven't crashed once in the week that I've had it.
Click to expand...

It's good to know that your not experiencing issues on your iPad Air. I've had computers with bad memory and it's usually pretty obvious. The O/S will crash or they aren't bootable. It's not usually something as subtle as a single program crashing.
 
Mine has crashed once in a while and I thought it was just some iOS issue.. Nothing else is crashing as much so I'd wait out to see if it get fixed with iOS updates.. If this is a hardware issue, I'd still wait out till near the end of my warranty since it's not rendering my device useless
 
Let us know how it is after the restore, I'm getting a lot of crashes while using safari as well
 
Conan86 said:
Mine has crashed once in a while and I thought it was just some iOS issue.. Nothing else is crashing as much so I'd wait out to see if it get fixed with iOS updates.. If this is a hardware issue, I'd still wait out till near the end of my warranty since it's not rendering my device useless
Click to expand...

Ditto. My Safari crashes quite a bit - always when I go to a couple of particular sites and occasionally on others. I figured it was a software issue since there are a fair amount of reports about the crashes.

I really don't want to exchange my iPad so I figured I would hang in there for the next ios update to see if that fixed the problem. And like you, I would rather wait out the warranty for a while before swapping if it is necessary.
 
Mine has not crashed at all.

Did not do a restore from a backup of the old iPad. Decided to have a clean start with this one. Not sure if that helps any, but could be part of why the second guy said to do a factory restore?

Hope the restore works.
 
ChiTownChe said:
Return; do not exchange as you probably have a limited amount (14 days in many cases) of time to get a functioning unit.
Click to expand...
Ah, good point. Or will Apple stores re-set your initial 14 days if an exchange is needed due to an issue such as the OP is experiencing? Dunno, I've never been in the situation.

But I do love the idea of having a flux capacitor. ;)
 
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