{"solutions":[{"name":"The entered PIN is incorrect","description":"If you key in an incorrect PIN, your tablet can't start.","guide":null,"content":"Check that the PIN is correct."},{"name":"You're asked to key in the PUK","description":"If you've keyed in an incorrect PIN three times in a row, you need to key in the PUK.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to get the PUK."},{"name":"Your tablet is locked to EE","description":"If your tablet is locked to EE and you try to use a SIM from another operator, the screen will tell that your SIM is invalid.","guide":null,"content":"Call customer services on 150 (from an EE phone), 07953 966 250 (from other phones) or visit My EE to have your tablet unlocked."},{"name":"Your tablet is locked to another operator","description":"If your tablet is SIM locked, it needs to unlocked in order to use it with a SIM from another operator.","guide":null,"content":"To get the unlock procedure, contact the operator."},{"name":"The lock code is turned on","description":"When the lock code is turned on, it needs to be entered every time you turn on your tablet.","guide":{"blocks":[{"title":"Find "Face ID & Passcode"","steps":[{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Face ID & Passcode ."}],"content":"
  • Press Settings.
  • Press Face ID & Passcode.
","info":""},{"title":"Turn on use of lock code","steps":[{"note":null,"overlay":null,"text":"Press Turn Passcode On and key in a lock code of your own choice twice."}],"content":"
  • Press Turn Passcode On and key in a lock code of your own choice twice.
","info":""},{"title":"Turn deletion of data on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Erase Data" to turn the function on or off."},{"note":null,"overlay":null,"text":"If you turn on the function, press Enable ."}],"content":"
  • Press the indicator next to "Erase Data" to turn the function on or off.
  • If you turn on the function, press Enable.
","info":""},{"title":"Turn off use of lock code","steps":[{"note":null,"overlay":null,"text":"Press Turn Passcode Off and key in the lock code."}],"content":"
  • Press Turn Passcode Off and key in the lock code.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"
  • Slide your finger upwards starting from the bottom of the screen to return to the home screen.
","info":""}],"name":"Turning use of lock code on or off","description":"The lock code protects the contents of your tablet from unauthorised use (such as pictures and messages). When the lock code is turned on, it needs to be used every time you turn on your tablet and when it has been in sleep mode.","id":26,"deviceId":15516},"content":"Turn off the lock code ."},{"name":"Your SIM has been permanently blocked","description":"If your SIM has been permanently blocked, you'll need a new SIM.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID."},{"name":"Your SIM is faulty","description":"You can check if your SIM is faulty by inserting it in another device.","guide":null,"content":"Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/ipad-pro-12-9#getting-started/troubleshooting/it-s-not-possible-to-turn-on-my-tablet","relatedProblemId":1,"condition":"Can you turn on your tablet?","question":"It's important to find out if you can turn on your tablet. If you can't turn on your tablet, you need to solve this problem first. When the problem is solved, you will most likely also be able to start your tablet."},"name":"It's not possible to start my tablet","description":"If you can't start your tablet, after having turned it on, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, we can't solve the problem with your tablet. Please go to our device repair page for more help.","id":2}

It's not possible to start my tablet

If you can't start your tablet, after having turned it on, there may be several causes of the problem.

It's important to find out if you can turn on your tablet. If you can't turn on your tablet, you need to solve this problem first. When the problem is solved, you will most likely also be able to start your tablet.

Can you turn on your tablet?

Yes No

We found 7 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 7: The entered PIN is incorrect
If you key in an incorrect PIN, your tablet can't start.
Check that the PIN is correct.
Previous slide
Solution 2 of 7: You're asked to key in the PUK
If you've keyed in an incorrect PIN three times in a row, you need to key in the PUK.
Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to get the PUK.
Previous slide
Solution 3 of 7: Your tablet is locked to EE
If your tablet is locked to EE and you try to use a SIM from another operator, the screen will tell that your SIM is invalid.
Call customer services on 150 (from an EE phone), 07953 966 250 (from other phones) or visit My EE to have your tablet unlocked.
Previous slide
Solution 4 of 7: Your tablet is locked to another operator
If your tablet is SIM locked, it needs to unlocked in order to use it with a SIM from another operator.
To get the unlock procedure, contact the operator.
Previous slide
Solution 5 of 7: The lock code is turned on
The lock code protects the contents of your tablet from unauthorised use (such as pictures and messages). When the lock code is turned on, it needs to be used every time you turn on your tablet and when it has been in sleep mode.
Previous slide
Step 1 of 7

Press Settings.

Step 2 of 7

Press Face ID & Passcode.

Step 3 of 7

Press Turn Passcode On and key in a lock code of your own choice twice.

Step 4 of 7

Press the indicator next to "Erase Data" to turn the function on or off.

Step 5 of 7

If you turn on the function, press Enable.

Step 6 of 7

Press Turn Passcode Off and key in the lock code.

Step 7 of 7

Slide your finger upwards starting from the bottom of the screen to return to the home screen.

Solution 6 of 7: Your SIM has been permanently blocked
If your SIM has been permanently blocked, you'll need a new SIM.
Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID.
Previous slide
Solution 7 of 7: Your SIM is faulty
You can check if your SIM is faulty by inserting it in another device.
Call customer services on 150 (from an EE phone) or 07953 966 250 (from other phones) to have a new SIM sent to you. You can also visit your nearest EE store to order a new SIM. Remember to bring valid picture ID.
Previous slide
Unfortunately, we can't solve the problem with your tablet. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 28/3/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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