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The wi-fi only version of Apple's iPad Air, model number A1474. Available in Space Gray or Silver, it packs the custom A7 processor and ships in 16, 32, 64, and 128 GB configurations.

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iPad turns on to apple logo then goes blank

So I have a customers iPad who dropped their iPad and now whenever you plug it in or try to turn it on, it goes to the apple logo for a quick second then shuts off the screen. But the iPad doesn’t turn off because the computer picks it up. I can’t update it through iTunes cause I keep getting error (78).

The customer needs to data off of this thats why I haven’t restored it. I opened it up and saw that the battery connector on the battery was ripped so I replaced it but no dice.

So to reiterate. I plug in the iPad, it turns on to the apple logo but then goes black. iTunes picks it up, I click update and the apple logo comes up with the bar underneath it but then just freezes there. And then iTunes gives me an error.

Any ideas?

Update (08/20/2019)

Any ideas? I tried replacing the battery, and the LCD but still no dice.

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If the issue started when the customer dropped their iPad, then the damage may be hardware-related. Reinstalling iOS may not help in this case, and fixing it might require actually opening up the device, if possible.

Is the customer’s data backed up to iCloud (you may have already considered this)? Because if it is, it’s already safe.

Please make sure that iTunes has been updated to its latest version.

Error codes that appear when you try to connect to iTunes can sometimes be caused by security software on the computer blocking access to the external device. See if temporarily disabling any anti-malware programs doesn’t help.

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Yes, I'm thinking the damage might be hardware related. And they were not backed up to iCloud that's why I'm really trying to fix this. And I'll try disabling my anti-malware and see if that helps.

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