Incident: iPad Pro Bricking Issue with iOS 9.3.2 Update

Published Date: 2016-05-17

Postmortem Analysis
Timeline 1. The software failure incident with the iOS 9.3.2 update affecting the 9.7-inch iPad Pro occurred in May 2016 as reported in [44172, 44173].
System 1. iOS 9.3.2 update for the 9.7-inch iPad Pro [44172, 44173] 2. iPad Pro 9.7-inch model [44172, 44173]
Responsible Organization 1. Apple [44172, 44173]
Impacted Organization 1. iPad Pro users [44172, 44173]
Software Causes 1. The software cause of the failure incident was a bug in the iOS 9.3.2 update that was intended to fix bugs and improve the security of iPhones and iPads, but instead, it locked the 9.7-inch iPad Pro devices after installation, rendering them unable to restart [44172, 44173]. 2. The specific bug was identified as 'Error 56,' which prompted affected users to plug their devices into iTunes, but this action did not resolve the glitch [44172, 44173].
Non-software Causes 1. Hardware issue with the 9.7-inch iPad Pro after the iOS 9.3.2 update, leading to the device becoming unusable [44172, 44173] 2. Error 56 message prompting users to plug the device into iTunes, indicating a potential hardware malfunction [44172, 44173]
Impacts 1. The software failure incident caused some iPad Pro users to experience their tablets becoming unusable after installing the iOS 9.3.2 update, with devices locking up and displaying an 'Error 56' message that rendered them unable to restart [44172, 44173]. 2. Users who encountered the bug were advised to contact Apple support for assistance, and Apple eventually pulled the iOS 9.3.2 update for the 9.7-inch iPad Pro to address the issue [44173]. 3. The incident led to frustration among users who took to online forums and social media platforms like Twitter to express their dissatisfaction with the update causing their devices to malfunction [44172, 44173]. 4. The software failure incident affected the reputation of Apple, with the company's shares falling sharply in response to the negative impact on iPad Pro users and the subsequent need to address the bug [44172, 44173].
Preventions 1. Proper testing and quality assurance procedures before releasing the software update could have potentially prevented the software failure incident [44172, 44173]. 2. Implementing a more robust rollback mechanism in case of unexpected issues arising from the update could have helped mitigate the impact of the bug [44172, 44173]. 3. Conducting thorough compatibility testing across all affected devices and configurations could have identified the issue before the update was released to users [44172, 44173].
Fixes 1. Contact Apple support for assistance in restoring the affected iPad Pro devices [44172, 44173] 2. Apple has pulled the iOS 9.3.2 update for the 9.7-inch iPad Pro, so affected users should not attempt to install this update [44173] 3. Apple released a second version of the software update for older devices, allowing users to skip the Apple ID login, which can also be used to unbrick handsets via a computer [44172]
References 1. Apple Support forums 2. Twitter 3. CNET 4. The Guardian 5. Mac Rumors 6. DailyMail.com 7. 9to5Mac 8. The articles also mention an Apple spokesperson who provided information [44172, 44173]

Software Taxonomy of Faults

Category Option Rationale
Recurring one_organization, multiple_organization (a) The software failure incident has happened again at Apple. The iOS 9.3 update had issues with bugs and multiple complaints from users, including locking devices like the iPad Pro [44172, 44173]. (b) The software failure incident has also affected multiple organizations or users beyond Apple. Users reported issues with the iOS 9.3 update causing problems with various devices, not just the iPad Pro [44172, 44173].
Phase (Design/Operation) design, operation (a) The software failure incident related to the design phase is evident in the articles. The incident occurred due to a bug introduced by the iOS 9.3.2 update intended to fix bugs and improve security for iPhones and iPads. However, the update ended up locking 9.7-inch iPad Pro devices, rendering them unusable and unable to restart. Users encountered an 'Error 56' message that prompted them to plug into iTunes, but this action did not resolve the glitch [44172, 44173]. (b) The software failure incident related to the operation phase is also highlighted in the articles. Users who updated their 9.7-inch iPad Pro devices to iOS 9.3.2 faced issues where the devices became 'useless bricks' after encountering the 'Error 56' message, making them unable to restart. This operational failure led to users needing to contact Apple support for assistance in restoring their devices [44172, 44173].
Boundary (Internal/External) within_system (a) within_system: The software failure incident related to the iOS 9.3.2 update causing iPad Pro devices to become unusable was primarily within the system. The bug was triggered by the update itself, locking the 9.7-inch tablets and rendering them unable to restart. Users received an 'Error 56' message after the update, prompting them to plug the device into iTunes, but this action did not reverse the glitch [44172, 44173]. (b) outside_system: There is no specific mention in the articles about the software failure incident being caused by contributing factors originating from outside the system.
Nature (Human/Non-human) non-human_actions (a) The software failure incident in the articles seems to be primarily due to non-human actions. The incident was related to a bug in the iOS 9.3.2 update that was intended to fix bugs and improve security but ended up causing the 9.7-inch iPad Pro devices to become unusable, displaying an 'Error 56' message that prompted users to plug into iTunes, rendering them unable to restart. This bug affected a specific device model and was not caused by human actions but rather by the software update itself. Apple eventually pulled the update for the affected devices and advised users to contact support [44172, 44173]. (b) There is no specific information in the articles indicating that the software failure incident was due to contributing factors introduced by human actions. The focus of the incident was on a bug in the software update that led to the devices becoming unusable, with users experiencing difficulties restarting their tablets. The articles do not mention any human actions that directly contributed to the software failure incident [44172, 44173].
Dimension (Hardware/Software) software (a) The software failure incident related to hardware: - The incident involved the iOS 9.3.2 update causing a bug that locked the 9.7-inch iPad Pro devices, rendering them unusable [44172, 44173]. - Users received an 'Error 56' message that prompted them to plug the device into iTunes, but this did not resolve the issue [44172, 44173]. - The bug affected only the 9.7-inch iPad Pro devices, while other Apple devices were not impacted [44173]. (b) The software failure incident related to software: - The software failure incident was caused by the iOS 9.3.2 update released by Apple, which was intended to fix bugs and improve security but ended up causing the glitch [44172, 44173]. - Users reported issues with the update, such as being unable to restart their devices after installation [44172, 44173]. - The update was pulled by Apple after complaints from users and reports of the 'Error 56' message [44173].
Objective (Malicious/Non-malicious) non-malicious (a) The software failure incident described in the articles is non-malicious. The issue stemmed from a bug in the iOS 9.3.2 update released by Apple, which unintentionally caused iPad Pro devices to become unusable after installation. Users encountered an 'Error 56' message that prompted them to plug their devices into iTunes, but this action did not resolve the glitch. Apple acknowledged the problem and advised affected users to contact support for assistance [44172, 44173]. (b) The software failure incident was not caused by any malicious intent but rather by a software bug introduced during the update process. Apple did not comment on any malicious activity contributing to the issue, and the focus was on rectifying the bug to restore the affected devices to normal functionality [44172, 44173].
Intent (Poor/Accidental Decisions) accidental_decisions (a) The intent of the software failure incident was accidental_decisions. The incident occurred due to a software update (iOS 9.3.2) released by Apple to fix bugs and improve security for iPhones and iPads. However, the update ended up causing a major issue specifically for the 9.7-inch iPad Pro, rendering it unusable and prompting users to plug into iTunes, resulting in an 'Error 56' message. This unintended consequence of the update led to frustration among users and forced Apple to pull the update for the affected device [44172, 44173].
Capability (Incompetence/Accidental) accidental (a) The software failure incident in the articles seems to be more related to accidental factors rather than development incompetence. The incident was caused by a bug in the iOS 9.3.2 update that was intended to fix bugs and improve security but ended up locking 9.7-inch iPad Pro devices, rendering them unusable [44172, 44173]. The bug, known as 'Error 56,' prompted users to plug their devices into iTunes, but this action did not resolve the issue. Apple had to pull the update for the 9.7-inch iPad Pro and advise affected users to contact support [44173]. (b) The accidental nature of the failure is evident in how the update was intended to improve the devices but ended up causing significant issues. Users were not expecting their devices to become unusable after installing a routine software update, indicating that the failure was accidental rather than due to development incompetence.
Duration temporary (a) The software failure incident described in the articles seems to be temporary. The issue arose specifically after the iOS 9.3.2 update was installed on the 9.7-inch iPad Pro, causing the tablets to become unusable and displaying an 'Error 56' message that prompted users to plug into iTunes. Apple responded by pulling the update for the affected devices and advising users to contact support [44172, 44173]. (b) The software failure incident does not appear to be permanent as it was limited to a specific update (iOS 9.3.2) on a particular device (9.7-inch iPad Pro). The issue was not reported to affect other Apple devices, and Apple took action by pulling the update and providing support for affected users [44172, 44173].
Behaviour crash, other (a) crash: The software failure incident in the articles can be categorized as a crash. The iOS 9.3.2 update for the 9.7-inch iPad Pro caused the tablets to become unusable, locking them after the update was installed and rendering them unable to restart. Users received an 'Error 56' message that prompted them to plug the device into iTunes, but this action did not reverse the glitch, leading to a system crash [44172, 44173]. (b) omission: There is no specific mention of the software failure incident being caused by the system omitting to perform its intended functions at an instance(s) in the articles. (c) timing: The failure is not related to the system performing its intended functions too late or too early. (d) value: The software failure incident is not due to the system performing its intended functions incorrectly. (e) byzantine: The failure is not described as the system behaving erroneously with inconsistent responses and interactions. (f) other: The behavior of the software failure incident can be described as a system failure that resulted in the loss of functionality and the inability to restart the device, leading to a significant disruption in the user experience.

IoT System Layer

Layer Option Rationale
Perception None None
Communication None None
Application None None

Other Details

Category Option Rationale
Consequence property, delay, non-human, other (a) death: People lost their lives due to the software failure - No information about any deaths related to the software failure incident was mentioned in the articles [44172, 44173]. (b) harm: People were physically harmed due to the software failure - There is no mention of physical harm to individuals due to the software failure incident [44172, 44173]. (c) basic: People's access to food or shelter was impacted because of the software failure - The incident did not impact people's access to food or shelter [44172, 44173]. (d) property: People's material goods, money, or data were impacted due to the software failure - Users of the 9.7-inch iPad Pro experienced their tablets becoming unusable after the iOS 9.3.2 update, which could be considered an impact on their property (tablet) [44172, 44173]. (e) delay: People had to postpone an activity due to the software failure - Users were unable to use their iPad Pro devices due to the software glitch, causing a delay in their activities [44172, 44173]. (f) non-human: Non-human entities were impacted due to the software failure - The software failure incident primarily affected the functionality of the iPad Pro devices [44172, 44173]. (g) no_consequence: There were no real observed consequences of the software failure - The software failure incident resulted in real consequences for users, such as rendering their iPad Pro devices unusable [44172, 44173]. (h) theoretical_consequence: There were potential consequences discussed of the software failure that did not occur - There were no theoretical consequences discussed in the articles that did not occur [44172, 44173]. (i) other: Was there consequence(s) of the software failure not described in the (a to h) options? What is the other consequence(s)? - The software failure incident led to frustration among users, as they were unable to use their devices and faced issues with the software update, causing inconvenience and dissatisfaction [44172, 44173].
Domain information, finance (a) The software failure incident reported in the articles is related to the information industry, specifically affecting Apple's iPad Pro devices due to the iOS 9.3.2 update [44172, 44173]. (h) The incident also has implications for the finance industry as Apple's shares fell sharply following the software issue, indicating a financial impact on the company [44172, 44173]. (m) The software failure incident does not directly relate to any other industry mentioned in the options provided.

Sources

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