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I updated my iphone yesterday and lost all my messages and my gmail account, please help!!!
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
What troubleshooting have you done so far?
not much, just frustrated it all disappeared
I'm sorry that it happened to you.
Could you please tell me if you have already logged into your Apple ID?
no
Please, log into your Apple ID.
on the computer or my phone
On your phone, please
from what site
In order to log into Apple ID on your phone, please open Settings, select Log in and then enter your Apple ID and password.
i don't see the log in
Could you please tell me what you see at the top of your screen when you open Settings?
my name, apple id, then all the phone categories
So, you're logged into your Apple ID
ok
Please, follow these steps:
- Go to Settings > [your name] > iCloud > iCloud Backup.
- Turn on iCloud Backup.
- To perform a manual backup, tap Back Up Now.
ok
it's running
Please, keep me posted.
ok
Thank you!
ok it's finished
Great!
Could you please check if the data has been returned?
no it did not
Please, restart your phone
oh ok
Please let me know once it's done.
it's done but no it hasn't shown up
I see
Could you please tell me the date of the backup?
12:40 today and yesterday around 2:00
I see, could you please tell me when did you update your phone?
yesterday around 2:00
Could you please tell me which backup did you select?
I connected to my computer.
I don't know for sure
I see, could you please select the one that you made yesterday around 2:00
I don't know what you mean, sorry
I mean, as you have said, you have two backups, 12:40 today and yesterday around 2:00. Please follow these steps again and select the one you made yesterday around 2:00:
- Go to Settings > [your name] > iCloud > iCloud Backup.
- Turn on iCloud Backup.
- To perform a manual backup, tap Back Up Now.
it doesn't give me that option,it only says back up
Could you please tell me where you saw the backups that you have?
it just says 12:57 on the phone, I just remembered the other ones
I see, so it's just showing the latest one
yes
Please, follow these steps:
- Connect your iPhone to the Mac
- Open the Finder. Click your device.
- Under the General tab, click Manage Backups to see a list of your backups. From here, right-click on the backup that was made at 12:57, then select Delete or Archive.
Please, keep me posted.
I opened the finder where do i find the devices
In the Find My app on your Mac, click Devices. Do you see your iPhone there?
where is that?
In the Finder app on your Mac
I don't see it sorry
You can find it in the app bar.
I have the finder, just can't find where it lists the devices
It's at the left corner of the screen.
all it says is remote disc and I click on it and nothing
In the Find My app on your Mac, click Devices. Do you see your iPhone there?
no
In the Finder on your Mac, choose Finder > Settings. Click Sidebar. Below Locations, select the CDs, DVDs, and iOS Devices checkbox. Check the sidebar again, below Locations, to see if your device is showing.
Is everything clear with the provided instruction?
yes, if any of that was there, it's not, I'm sorry I'm too frustrated, I can't figure out where it is. my finder isn't showing any of that. what am I doing wrong?
Do you see Settings?
not in finder
It's an icon on the top of the app that looks like a gear
ok got that
Click Sidebar. Below Locations, select the CDs, DVDs, and iOS Devices checkbox. Check the sidebar again, below Locations, to see if your device is showing.
the computer is the only device listed
and when I click any of them they don't do anything
On your Mac:
Click the Bluetooth icon in the menubar at the top right of your screen.
Select System Preferences and Bluetooth and you'll see a list of Bluetooth items that you can connect to.
Click the image of your iPhone and you'll get a connection request from the smartphone.
Choose Connect to make the connection
Is everything clear with the provided instruction?
it only shows my Macbook
In the Bluetooth section?
yes
Is Bluetooth turned on in your iPhone?
yes
Can you turn off Bluetooth on in your iPhone and turn on it back
yes it says now discoverable as ***** iPod but still only lists the MacBook
Got you
Okay, try to click on MacBook
ok now it says ***** iPod on the Mac
Okay
Now do the following on your MacBook:
- Open the Finder. Click your device.
- Under the General tab, click Manage Backups to see a list of your backups. From here, right-click on the backup that was made at 12:57, then select Delete or Archive.
it only shows the computer in finder
Got it
Can you try to reboot your iPhone?
ok
Thanks
did it
Try to turn on Bluetooth again
it says it's connected, but the mac is not
Do you see it on Mac Bluetooth settings?
I can connect it
Do it please
ok it's connected
Great
Now do the following on your MacBook:
- Open the Finder. Click your device.
- Under the General tab, click Manage Backups to see a list of your backups. From here, right-click on the backup that was made at 12:57, then select Delete or Archive.
where is the general tab on the computer?
General tab in Finder app
Under the General tab in Finder app on MacBook, click Manage Backups
don't see it
Do you see Manage Backups button?
no
Do you see iPhone button on the left?
no
Please, describe me what do you see in Finder app
ok, it lists icloud, documents, desktop,airdrop, recents, applications, music, movies, downloads,pictures all listed down the side
Click on iCloud
ok
Okay, what do you see?
desktop,downloads,documents. garageband, and shortcuts
Under the iCloud button no devices?
no
this means your iPhone is not connected to the Mac
how can
i connect it
Do the following, please to connect it:
- Click the Bluetooth icon in the menu bar on your Mac.
- Select the iPhone you want to pair with under the Devices section.
if it is not in the list of devices in the Finder, then it is not connected via Bluetooth
thank-you for all your help
Thank you for choosing Howly!
If you have any additional questions, don't hesitate to contact us anytime.
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