[another_ian]

Hrm, I don't know why I wasn't able to see the device through either app if that is the case, because the iPad was definitely in it's recovery mode (and displaying the black screen with the usb cable).

What account is his account here though? He was in the process of setting up a brand new account on the device and we weren't able to make it through that process before I restarted it.

[coisasdavida]

If restarting didn't take you back to the "Welcome" screen, the account was created, I suppose. Did he prompted for activation lock?