Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
What troubleshooting have you done so far?
What troubleshooting have you done so far?
Customer Reply
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?
Could you please tell me if you have already logged into your Apple ID?
Customer Reply
no
Please, log into your Apple ID.
Customer Reply
on the computer or my phone
On your phone, please
Customer Reply
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.
Customer Reply
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?
Customer Reply
my name, apple id, then all the phone categories
So, you're logged into your Apple ID
Customer Reply
ok
Please, follow these steps:
1. Go to Settings > [your name] > iCloud > iCloud Backup.
2. Turn on iCloud Backup.
3. To perform a manual backup, tap Back Up Now.
1. Go to Settings > [your name] > iCloud > iCloud Backup.
2. Turn on iCloud Backup.
3. To perform a manual backup, tap Back Up Now.
Customer Reply
ok
it's running
it's running
Please, keep me posted.
Customer Reply
ok
Thank you!
Customer Reply
ok it's finished
Great!
Could you please check if the data has been returned?
Could you please check if the data has been returned?
Customer Reply
no it did not
Please, restart your phone
Customer Reply
oh ok
Please let me know once it's done.
Customer Reply
it's done but no it hasn't shown up
I see
Could you please tell me the date of the backup?
Could you please tell me the date of the backup?
Customer Reply
12:40 today and yesterday around 2:00
I see, could you please tell me when did you update your phone?
Customer Reply
yesterday around 2:00
Could you please tell me which backup did you select?
Customer Reply
I connected to my computer.
I don't know for sure
I don't know for sure
I see, could you please select the one that you made yesterday around 2:00
Customer Reply
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:
1. Go to Settings > [your name] > iCloud > iCloud Backup.
2. Turn on iCloud Backup.
3. To perform a manual backup, tap Back Up Now.
1. Go to Settings > [your name] > iCloud > iCloud Backup.
2. Turn on iCloud Backup.
3. To perform a manual backup, tap Back Up Now.
Customer Reply
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?
Customer Reply
it just says 12:57 on the phone, I just remembered the other ones
I see, so it's just showing the latest one
Customer Reply
yes
Please, follow these steps:
1. Connect your iPhone to the Mac
2. Open the Finder. Click your device.
3. 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.
1. Connect your iPhone to the Mac
2. Open the Finder. Click your device.
3. 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.
Customer Reply
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?
Customer Reply
where is that?
In the Finder app on your Mac
Customer Reply
I don't see it sorry
You can find it in the app bar.
Customer Reply
I have the finder, just can't find where it lists the devices
It's at the left corner of the screen.
Customer Reply
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?
Customer Reply
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?
Is everything clear with the provided instruction?
Customer Reply
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?
Customer Reply
not in finder
It's an icon on the top of the app that looks like a gear
Customer Reply
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.
Customer Reply
the computer is the only device listed
and when I click any of them they don't do anything
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?
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?
Customer Reply
it only shows my Macbook
In the Bluetooth section?
Customer Reply
yes
Is Bluetooth turned on in your iPhone?
Customer Reply
yes
Can you turn off Bluetooth on in your iPhone and turn on it back
Customer Reply
yes it says now discoverable as ***** iPod but still only lists the MacBook
Got you
Okay, try to click on MacBook
Okay, try to click on MacBook
Customer Reply
ok now it says ***** iPod on the Mac
Okay
Now do the following on your MacBook:
1. Open the Finder. Click your device.
2. 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.
Now do the following on your MacBook:
1. Open the Finder. Click your device.
2. 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.
Customer Reply
it only shows the computer in finder
Got it
Can you try to reboot your iPhone?
Can you try to reboot your iPhone?
Customer Reply
ok
Thanks
Customer Reply
did it
Try to turn on Bluetooth again
Customer Reply
it says it's connected, but the mac is not
Do you see it on Mac Bluetooth settings?
Customer Reply
I can connect it
Do it please
Customer Reply
ok it's connected
Great
Now do the following on your MacBook:
1. Open the Finder. Click your device.
2. 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.
Now do the following on your MacBook:
1. Open the Finder. Click your device.
2. 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.
Customer Reply
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
Under the General tab in Finder app on MacBook, click Manage Backups
Customer Reply
don't see it
Do you see Manage Backups button?
Customer Reply
no
Do you see iPhone button on the left?
Customer Reply
no
Please, describe me what do you see in Finder app
Customer Reply
ok, it lists icloud, documents, desktop,airdrop, recents, applications, music, movies, downloads,pictures all listed down the side
Click on iCloud
Customer Reply
ok
Okay, what do you see?
Customer Reply
desktop,downloads,documents. garageband, and shortcuts
Under the iCloud button no devices?
Customer Reply
no
this means your iPhone is not connected to the Mac
Customer Reply
how can
i connect it
i connect it
Do the following, please to connect it:
1. Click the Bluetooth icon in the menu bar on your Mac.
2. 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
1. Click the Bluetooth icon in the menu bar on your Mac.
2. 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
Customer Reply
thank-you for all your help
Thank you for choosing Howly!
If you have any additional questions, don't hesitate to contact us anytime.
If you have any additional questions, don't hesitate to contact us anytime.
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