Created: November 22, 2022

My iphone 12 is stuck on apple logo

Last Edit: November 22, 2022
Chris Wolker
Chris Wolker Tech Expert & Writer
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Chris Wolker
Chris Wolker Tech Expert & Writer
Nice to meet you, *****!
How long ago did the issue appear on your iPhone? Is it a new iPhone?
Customer Reply
2 months old and problem started yesterday
I was trying to backup my i12 to macbook
Chris Wolker
Chris Wolker Tech Expert & Writer
I see
What troubleshooting have you done so far?
Customer Reply
held start button and up/ dp/dn volumn
Chris Wolker
Chris Wolker Tech Expert & Writer
What happens then, can you specify?
Customer Reply
nothing happens
Chris Wolker
Chris Wolker Tech Expert & Writer
Got you
Let's try to force restart your iPhone first, please follow these steps:
Quickly press and release the Volume Up and the Volume Down buttons.
Immediately after releasing the Volume Down button, press and hold the Power key for 10 seconds. This will trigger your iPhone to shut down and power back up.
Once the Apple logo shows, release the Power key and allow the device to continue the boot process.
Customer Reply
have done that, no change
Chris Wolker
Chris Wolker Tech Expert & Writer
I see
Checking other solutions for you
Customer Reply
yesterday the progress slider started and stopped at 1/4 inch and is still there
under the logo
B R B
Chris Wolker
Chris Wolker Tech Expert & Writer
*****, do you have a PC to connect your iPhone to?
Customer Reply
yes, Is is connected now, ready
Chris Wolker
Chris Wolker Tech Expert & Writer
Good
Are you connecting it to your Mac PC or is it Windows?
Customer Reply
windows 10
Chris Wolker
Chris Wolker Tech Expert & Writer
Noted
Do you have iTunes on your PC?
Customer Reply
i will check
yes
Chris Wolker
Chris Wolker Tech Expert & Writer
Good
Open ITunes, please. Then connect your phone to your PC via the cable
your device will show in the upper-left corner of the iTunes window
Customer Reply
done
device does not show
seems to be only music stuff
Chris Wolker
Chris Wolker Tech Expert & Writer
it should be shown like this
Customer Reply
not there
Chris Wolker
Chris Wolker Tech Expert & Writer
I see
Customer Reply
Visitor uploaded: Capture.PNG
Type: image/png
Size: 25077
this is a snip of top left of itunes
can you see it?
thats what I see
Chris Wolker
Chris Wolker Tech Expert & Writer
Thank you for the picture.
Customer Reply
i have never used it
ok
Chris Wolker
Chris Wolker Tech Expert & Writer
Do you use an original cable to connect your iPhone to the computer?
Customer Reply
yes, it the same one I charged my ipad with last night
Chris Wolker
Chris Wolker Tech Expert & Writer
OK, please keep it connected. Now do the forced restart, and when the Apple logo shows on the screen again, don’t release the Power key just yet. Continue holding it until your iPhone enters the Recovery Mode. You will know if it’s in recovery mode because you’re gonna see this screen.
Customer Reply
will I loose any data?
are contact on sim or phone?
Chris Wolker
Chris Wolker Tech Expert & Writer
Yes, if you do not have a backup then even after recovery you will lose data.
Customer Reply
I am disabled from stroke, and do not have copies
Chris Wolker
Chris Wolker Tech Expert & Writer
Unfortunately, I cannot tell you if your contacts were on SIM card or on the phone. However, usually, contacts are backed up to iCloud if you enabled it, so you will be able to recover them if they were on iCloud.
Customer Reply
I was trying to back up when this happened
I only use the phone for medical emergencies
Chris Wolker
Chris Wolker Tech Expert & Writer
I cannot tell you for sure about the reasons for such an issue, as usually, such problems appear during changing core software elements.
Customer Reply
I dont know what that means. I have held the start button down for a few minutes but nothing changed
Chris Wolker
Chris Wolker Tech Expert & Writer
1. Quickly press and release the Volume Up and the Volume Down buttons.
2. Immediately after releasing the Volume Down button, press and hold the Power key for 10 seconds. This will trigger your iPhone to shut down and power back up.
3. When the Apple logo shows on the screen again, don’t release the Power key just yet. Continue holding it until your iPhone enters the Recovery Mode.
Customer Reply
ok changed now
Chris Wolker
Chris Wolker Tech Expert & Writer
ОК, what do you see on the screen now?
Customer Reply
I tunes just told me to update a, so I can restore
Chris Wolker
Chris Wolker Tech Expert & Writer
OK, in this case, please update iTunes first.
Customer Reply
on my phone is a rectangle with arrow pointing up
Chris Wolker
Chris Wolker Tech Expert & Writer
Good, now your computer should detect your iPhone.
Customer Reply
I clicked on update nothing happing
Chris Wolker
Chris Wolker Tech Expert & Writer
If you had notification telling you that iTunes needs to be updated for iPhone restore, then please update it.
Customer Reply
can i update manually?
Chris Wolker
Chris Wolker Tech Expert & Writer
Yes, from the menu bar at the top of the iTunes window, choose Help > Check for Updates.
Customer Reply
updating now
Chris Wolker
Chris Wolker Tech Expert & Writer
OK, please notify me about the result.
Customer Reply
3/4 done
do I close itunes window and reopen?
Chris Wolker
Chris Wolker Tech Expert & Writer
Please wait until the process will be finished.
Customer Reply
ok a window just said 'there is a problem with the phone itunes needs to up date'
Customer Reply
Visitor uploaded: Capture-2.PNG
Type: image/png
Size: 28638
this just came
I dont use cloud
Chris Wolker
Chris Wolker Tech Expert & Writer
OK, please choose "Restore"
It will restore the iPhone to the default state and remove all info from it.
If you have no iCloud backup and no local backups on the computer, then this is the only way to fix the issue.
Customer Reply
I seem to going in circles, says to restore, I need the latest copiy of Itunes
Chris Wolker
Chris Wolker Tech Expert & Writer
Could you please send me the screenshot of what happens when you click on the "Restore" button?
Customer Reply
Sorry
just tried again
I have been using a computer for 30 years, so am not a beginner
Chris Wolker
Chris Wolker Tech Expert & Writer
Good to know that I am in a chat with a skilled person, *****.
We will handle it together.
Customer Reply
it doesn't make any sence, the same windows keep popping up
thank you
Chris Wolker
Chris Wolker Tech Expert & Writer
OK, then please close iTunes. Then disconnect the iPhone.
After that please follow the instructions to remove the current version of iTunes:
Customer Reply
ok
Chris Wolker
Chris Wolker Tech Expert & Writer
1. Open the Start Menu.
2. Click the settings icon.
3. Click Apps.
4. Click to select iTunes.
5. Click Uninstall.
6. Follow the on-screen prompts to complete the uninstall.
7. Uninstall the other Apple services: Apple Software Update, Apple Mobile Device Support, Bonjour, Apple Application Support (32 and/or 64 bit).
Please notify me after that.
Customer Reply
Bonjour wont go, all others gone
Chris Wolker
Chris Wolker Tech Expert & Writer
That's alright.
Customer Reply
I am so sorry this is taking so m uch of your time
Chris Wolker
Chris Wolker Tech Expert & Writer
Not a problem, *****, that is my job.
Ok, so now we have to reinstall the iTunes and run the recovery process again.
Customer Reply
ok
Chris Wolker
Chris Wolker Tech Expert & Writer
Do you need assistance with that?
Customer Reply
ill try
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, take your time.
Customer Reply
doanloding now
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, good.
Keep me updated, please.
Customer Reply
yes
Chris Wolker
Chris Wolker Tech Expert & Writer
Thanks
Customer Reply
I am in Australia. You?
Chris Wolker
Chris Wolker Tech Expert & Writer
US
Customer Reply
ok thought so, you are very patient, thanks
Chris Wolker
Chris Wolker Tech Expert & Writer
No worries, *****.
How is it going?
Customer Reply
download finished, this window appeared
Visitor uploaded: Capture-3.PNG
Type: image/png
Size: 18044
Chris Wolker
Chris Wolker Tech Expert & Writer
Can you take me a screenshot of a page where you downloaded that, please?
Customer Reply
Visitor uploaded: 4.PNG
Type: image/png
Size: 93215
Customer Reply
itunes still not showing in start or apps
Chris Wolker
Chris Wolker Tech Expert & Writer
You have downloaded an update for macOS.
Please, click on the link I've sent
https://secure-appldnld.apple.com/itunes12/001-97787-20210421-F0E5A3C2-A2C9-11EB-A40B-A128318AD179/iTunes64Setup.exe <<< This one.
Customer Reply
done
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, install it.
Customer Reply
done looks the same as before
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, try to run the Recovery once more.
Should I resend the instructions?
Customer Reply
i will scroll back
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok
Customer Reply
is that with phone plugged in?
Chris Wolker
Chris Wolker Tech Expert & Writer
Yes
Customer Reply
ok
Chris Wolker
Chris Wolker Tech Expert & Writer
I'll be here in case you will need any additional help.
Customer Reply
phone still not showing in itunes
Chris Wolker
Chris Wolker Tech Expert & Writer
1. Quickly press and release the Volume Up and the Volume Down buttons.
2. Immediately after releasing the Volume Down button, press and hold the Power key for 10 seconds. This will trigger your iPhone to shut down and power back up.
3. When the Apple logo shows on the screen again, don’t release the Power key just yet. Continue holding it until your iPhone enters the Recovery Mode.
Customer Reply
ok done that, at the top support.apple.com/phone/restore
Chris Wolker
Chris Wolker Tech Expert & Writer
Take a screenshot, please
Customer Reply
I cant it is on the phone
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, do you have your phone displayed in iTunes now?
Customer Reply
Visitor uploaded: Capture-5.PNG
Type: image/png
Size: 38620
this again
Chris Wolker
Chris Wolker Tech Expert & Writer
Restore.
Customer Reply
I think I will throw out the phone $1100
Chris Wolker
Chris Wolker Tech Expert & Writer
Something went wrong?
Customer Reply
I am just going round in circles
Chris Wolker
Chris Wolker Tech Expert & Writer
What does it show you?
Customer Reply
sames as it was 2 hours ago
Chris Wolker
Chris Wolker Tech Expert & Writer
Take me one more screenshot from iTunes, please.
Customer Reply
Visitor uploaded: Capture-6.PNG
Type: image/png
Size: 440238
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, here's the thing. When you press "Restore", has it shown you a progress bar on the top of it, where the Apple logo is?
Customer Reply
no
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, can you get to the "Update/Restore" window again, and run the Restore once more?
Customer Reply
cant find it now
Chris Wolker
Chris Wolker Tech Expert & Writer
Have you put your iPhone in a recovery mode?
Customer Reply
yes just the same as before
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, reconnect it to your computer
Customer Reply
showing rectangle with arrow
it is
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, check your cable, try to unplug it, and plug it back in.
Customer Reply
ok
itunes is extracting software
Chris Wolker
Chris Wolker Tech Expert & Writer
Can you show it, please?
Customer Reply
about half way
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, good.
It seems that the Recovery process is going.
Customer Reply
Visitor uploaded: Capture-7.PNG
Type: image/png
Size: 16310
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, good.
Lay the phone down, and make sure that the USB cable is still and not moving to avoid disconnection
Customer Reply
phone progress bar has started moving very slowly
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok, that's good.
Customer Reply
something is happening
Chris Wolker
Chris Wolker Tech Expert & Writer
That means that recovery is in process.
Customer Reply
ok
Chris Wolker
Chris Wolker Tech Expert & Writer
It may take up to 30 minutes, so be patient, please.
Customer Reply
ok Ill have to get some water
does mean all my medical contacts will be gone?
Chris Wolker
Chris Wolker Tech Expert & Writer
So, it switched on?
Customer Reply
still plugged in
Chris Wolker
Chris Wolker Tech Expert & Writer
Did you have any options to choose in this screen?
Customer Reply
i has been restored, just signed in
Chris Wolker
Chris Wolker Tech Expert & Writer
Ok.
Customer Reply
everything seem to be back, thanl god
Chris Wolker
Chris Wolker Tech Expert & Writer
That's great!
Is there anything else I can do for you today?