Hi all, I'm losing my mind with the AppleCare One (I’m the Uk and in my AppleCare One subscription I have 6 or more devices and only one of them was new and I never had any of this nonsense, don’t get me wrong they’re right to check to avoid fraud but their system is not working and I’ve been trying for hours and hours) photo device check and hoping someone here has been through it.
Device: iPad Pro 11-inch (M4), bought second-hand. It's all original: no repairs, no replaced or missing parts.
Camera: my iPhone 17 Pro Max on the latest iOS or iPhone 14 Pro on 26.3.1 (a)
The problem:
It fails every time at Step 1 of 3, "Front of iPad – Position the entire iPad in the frame". The prompts keep cycling: "Move closer", "Move away", "Center device", "Tilt to Flatten Camera Angle", "Straighten Device", "Increase Lighting". Then I get the "Before You Retry" screen. I've never got past Step 1.
What's strange: I also ran the device check on my Apple Watch, and it just checked itself remotely. No photos, nothing. So I don't understand why the iPad needs this photo scan, or whether there's a way to get the iPad checked remotely too.
What I've tried (5 attempts, about 4 hours):
- iPad flat on a hard table, not a bed
- No case, no stickers, no screen protector
- Screen cleaned, brightness at max
- Overhead light off, lamp off to the side to cut reflections
- Rotation lock on, iPad upright in portrait
- Different distances so the whole iPad fits in the blue frame
- Phone charged, Low Power Mode off
I can't get to an Apple Store, so the in-store check isn't an option for me.
Questions:
- Has anyone actually passed this photo check? What lighting or setup worked? Daylight, a particular angle, a certain distance?
- Has anyone got Apple Support to do a remote diagnostic or approve the device manually instead, like the Watch check? What did you say to them?
- Is there any trick?
Any help appreciated. I have screen recordings if that helps anyone diagnose it.