iPad iOS 11 and Smart Keyboard

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
Hey folks, I've been having issues with my Smart Keyboard being recognized by my iPad Pro 9.7 in landscape mode. I've tried a variety of Apple and non-Apple apps, but very rarely will my iPad recognize I have the Smart Keyboard on and will not accept text input from it.

Is anyone else experiencing this issue? I know Apple has stated that some models of the Smart Keyboard have issues and can be replaced, but I'm not sure if this is a Smart Keyboard issue or iOS 11 issue.
 

FrisbeeK9

macrumors 6502a
Jun 26, 2006
622
235
Hey folks, I've been having issues with my Smart Keyboard being recognized by my iPad Pro 9.7 in landscape mode. I've tried a variety of Apple and non-Apple apps, but very rarely will my iPad recognize I have the Smart Keyboard on and will not accept text input from it.

Is anyone else experiencing this issue? I know Apple has stated that some models of the Smart Keyboard have issues and can be replaced, but I'm not sure if this is a Smart Keyboard issue or iOS 11 issue.
I had this problem. I restarted iPad by holding down center button and power button (with the keyboard disconnected from iPad) until you see the  logo. After start up I connected the keyboard and was able to type.
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
I had this problem. I restarted iPad by holding down center button and power button (with the keyboard disconnected from iPad) until you see the  logo. After start up I connected the keyboard and was able to type.
Thanks, glad to know I'm not the only one here. I've done that before, and it did resolve my issues, but they unfortunately came back after a while.

I'll probably just wait until the final release is out, and see then if I need to replace my Smart Keyboard or not.
 

matt2053

macrumors 6502a
Jul 8, 2012
549
101
Thanks, glad to know I'm not the only one here. I've done that before, and it did resolve my issues, but they unfortunately came back after a while.

I'll probably just wait until the final release is out, and see then if I need to replace my Smart Keyboard or not.
I had the same issue. It started off like you described. Then after a while I started noticing that the software keyboard would appear on the screen when I wanted to type-- the iPad didn't even recognize the keyboard anymore. Finally my iPad started says "This accessory is not supported by this device."

I took my iPad and keyboard in to the Apple Store. They told me the keyboard was toast, and it was out of warranty and I'd need to buy a new one. :(

Oh, also you can test your keyboard on another iPad to determine whether you have an iPad problem or a keyboard problem. Just take your keyboard to an Apple Store (or use any other iPad Pro) and connect your keyboard. If it works fine, then you have an iPad problem. If you see the same issues, then you have a keyboard problem (my guess is you have a keyboard problem).
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
I had the same issue. It started off like you described. Then after a while I started noticing that the software keyboard would appear on the screen when I wanted to type-- the iPad didn't even recognize the keyboard anymore. Finally my iPad started says "This accessory is not supported by this device."

I took my iPad and keyboard in to the Apple Store. They told me the keyboard was toast, and it was out of warranty and I'd need to buy a new one. :(

Oh, also you can test your keyboard on another iPad to determine whether you have an iPad problem or a keyboard problem. Just take your keyboard to an Apple Store (or use any other iPad Pro) and connect your keyboard. If it works fine, then you have an iPad problem. If you see the same issues, then you have a keyboard problem (my guess is you have a keyboard problem).
Ah that sucks, and it's really weird because they did extend warranty to cover a certain model of Smart Keyboards - hopefully I fit that budget.
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
I was told that it was just a rumor and it never actually happened, and that if it was an official thing, it would appear here:

https://www.apple.com/support/exchange_repair/
https://www.macrumors.com/2017/05/08/apple-initiates-ipad-smart-keyboard-service-policy/

From what I gather after browsing a few discussions, it looks like once a serial code under the program is logged into the system from a support specialist, it will alert the specialist if it's eligible or not. There have been people who were first told to buy a new keyboard, but after escalating it to a senior staff member, it was resolved.
 

markusbeutel

macrumors regular
Sep 26, 2014
143
14
Ah that sucks, and it's really weird because they did extend warranty to cover a certain model of Smart Keyboards - hopefully I fit that budget.
You do - a friend of mine with the 9.7 keyboard had connection issues - took it to the store, no questions asked they took it back, ordered a new ASK, and it arrived at the store around a week later - no charge.
 
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matt2053

macrumors 6502a
Jul 8, 2012
549
101
You do - a friend of mine with the 9.7 keyboard had connection issues - took it to the store, no questions asked they took it back, ordered a new ASK, and it arrived at the store around a week later - no charge.
Was it less than one year old?
 

matt2053

macrumors 6502a
Jul 8, 2012
549
101
https://www.macrumors.com/2017/05/08/apple-initiates-ipad-smart-keyboard-service-policy/

From what I gather after browsing a few discussions, it looks like once a serial code under the program is logged into the system from a support specialist, it will alert the specialist if it's eligible or not. There have been people who were first told to buy a new keyboard, but after escalating it to a senior staff member, it was resolved.
Let me know if you get it replaced.
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
Let me know if you get it replaced.
Thanks matt2053, I've gotten it to pretty reliably right now, and I'm not sure if I should make an appointment now or when iOS 11 is finished. I have a feeling I could run into a situation where they'd go "Well, you are using a beta OS, so that's likely causing the issue instead of the Smart Keyboard itself." Which would annoy the hell out of me.
 

markusbeutel

macrumors regular
Sep 26, 2014
143
14
Thanks matt2053, I've gotten it to pretty reliably right now, and I'm not sure if I should make an appointment now or when iOS 11 is finished. I have a feeling I could run into a situation where they'd go "Well, you are using a beta OS, so that's likely causing the issue instead of the Smart Keyboard itself." Which would annoy the hell out of me.
I had the beta when I took mine in - the warranty is extended to 3 years. They'll take it back no questions asked. First person I talked to didn't know about the extension, got a manager and was smooth sailing. New keyboard a week later. You keep yours until you get the new one. It's worth it.
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
I had the beta when I took mine in - the warranty is extended to 3 years. They'll take it back no questions asked. First person I talked to didn't know about the extension, got a manager and was smooth sailing. New keyboard a week later. You keep yours until you get the new one. It's worth it.
Great to hear, thanks for letting me know! I'll set up an appointment ASAP then. One quick question, did you take your iPad in as well, or just the Smart Keyboard?
 

markusbeutel

macrumors regular
Sep 26, 2014
143
14
Great to hear, thanks for letting me know! I'll set up an appointment ASAP then. One quick question, did you take your iPad in as well, or just the Smart Keyboard?
Took my ipad - cant really reproduce the issue, just said that it intermittently will disconnect and that this happens frequently. They then run the serial number on the keyboard to make sure it's not stolen, place an order, and call you around a week later where you trade your old keyboard for the new one (as they don't have the 9.7 keyboards in stock in stores anymore).
 

ryxn

macrumors regular
Original poster
Jun 5, 2017
116
27
Took my ipad - cant really reproduce the issue, just said that it intermittently will disconnect and that this happens frequently. They then run the serial number on the keyboard to make sure it's not stolen, place an order, and call you around a week later where you trade your old keyboard for the new one (as they don't have the 9.7 keyboards in stock in stores anymore).
Gotcha - I'll do the same then. Thanks again.
 

subjonas

macrumors 68030
Feb 10, 2014
2,829
2,554
I just tried using the smart keyboard for the first time after updating to ios 11 (non-beta) and it stopped working. First timet this has happened. Maybe coincidence, maybe not. It showed the ASK was connected but the keystrokes did nothing. I restarted the iPad and it’s working now, but it’s still concerning. If it happens again, I hope it’s within the extended repair period.
 

Gemrunner

macrumors newbie
Oct 11, 2017
1
1
I had this problem. I restarted iPad by holding down center button and power button (with the keyboard disconnected from iPad) until you see the  logo. After start up I connected the keyboard and was able to type.
Well yes - rebooting seems to fix it for a bit. But come on Apple - do I have to reboot every time i want to type so far 60% doesn’t work 40% does. Not acceptable for an accessories made by Apple!!!!!
 
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