Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Nice to meet you, *****!
How long ago did the issue appear on your iPhone? Is it a new iPhone?
2 months old and problem started yesterday
I was trying to backup my i12 to MacBook
What troubleshooting have you done so far?
held start button and up/ dp/dn volumn
What happens then, can you specify?
Let's try to force restart your iPhone first, please follow these steps:
have done that, no change
Checking other solutions for you
yesterday the progress slider started and stopped at 1/4 inch and is still there
under the logo
B R B
*****, do you have a PC to connect your iPhone to?
yes, Is is connected now, ready
Are you connecting it to your Mac PC or is it Windows?
Do you have iTunes on your PC?
i will check
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
device does not show
seems to be only music stuff
it should be shown like this
Visitor uploaded: Capture.PNG
this is a snip of top left of itunes
can you see it?
thats what I see
Thank you for the picture.
i have never used it
Do you use an original cable to connect your iPhone to the computer?
yes, it the same one I charged my ipad with last night
OK, please keep it connected.
will I loose any data?
are contact on sim or phone?
Yes, if you do not have a backup then even after recovery you will lose data.
I am disabled from stroke, and do not have copies
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.
I was trying to back up when this happened
I only use the phone for medical emergencies
I cannot tell you for sure about the reasons for such an issue, as usually, such problems appear during changing core software elements.
I dont know what that means. I have held the start button down for a few minutes but nothing changed
ok changed now
ОК, what do you see on the screen now?
I tunes just told me to update a, so I can restore
OK, in this case, please update iTunes first.
on my phone is a rectangle with arrow pointing up
Good, now your computer should detect your iPhone.
I clicked on update nothing happing
If you had notification telling you that iTunes needs to be updated for iPhone restore, then please update it.
can i update manually?
Yes, from the menu bar at the top of the iTunes window, choose Help > Check for Updates.
OK, please notify me about the result.
do I close itunes window and reopen?
Please wait until the process will be finished.
ok a window just said 'there is a problem with the phone itunes needs to up date'
OK, please try to install iTunes via this link: https://secure-appldnld.apple.com/itunes12/001-97787-20210421-F0E5A3C2-A2C9-11EB-A40B-A128318AD179/iTunes64Setup.exe
Visitor uploaded: Capture-2.PNG
this just came
I dont use cloud
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.
I seem to going in circles, says to restore, I need the latest copiy of Itunes
Could you please send me the screenshot of what happens when you click on the "Restore" button?
just tried again
I have been using a computer for 30 years, so am not a beginner
Good to know that I am in a chat with a skilled person, *****.
We will handle it together.
it doesn't make any sence, the same windows keep popping up
OK, then please close iTunes. Then disconnect the iPhone.
After that please follow the instructions to remove the current version of iTunes:
Please notify me after that.
Bonjour wont go, all others gone
I am so sorry this is taking so m uch of your time
Not a problem, *****, that is my job.
Ok, so now we have to reinstall the iTunes and run the recovery process again.
Do you need assistance with that?
Ok, take your time.
Keep me updated, please.
I am in Australia. You?
ok thought so, you are very patient, thanks
No worries, *****.
How is it going?
download finished, this window appeared
Visitor uploaded: Capture-3.PNG
Can you take me a screenshot of a page where you downloaded that, please?
Visitor uploaded: 4.PNG
itunes still not showing in start or apps
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.
Ok, install it.
done looks the same as before
Ok, try to run the Recovery once more.
Should I resend the instructions?
i will scroll back
is that with phone plugged in?
I'll be here in case you will need any additional help.
phone still not showing in itunes
ok done that, at the top support.apple.com/phone/restore
Take a screenshot, please
I cant it is on the phone
Ok, do you have your phone displayed in iTunes now?
Visitor uploaded: Capture-5.PNG
I think I will throw out the phone $1100
Something went wrong?
I am just going round in circles
What does it show you?
sames as it was 2 hours ago
Take me one more screenshot from iTunes, please.
Visitor uploaded: Capture-6.PNG
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?
Ok, can you get to the "Update/Restore" window again, and run the Restore once more?
cant find it now
Have you put your iPhone in a recovery mode?
yes just the same as before
Ok, reconnect it to your computer
showing rectangle with arrow
Ok, check your cable, try to unplug it, and plug it back in.
itunes is extracting software
Can you show it, please?
about half way
It seems that the Recovery process is going.
Visitor uploaded: Capture-7.PNG
Lay the phone down, and make sure that the USB cable is still and not moving to avoid disconnection
phone progress bar has started moving very slowly
Ok, that's good.
something is happening
That means that recovery is in process.
It may take up to 30 minutes, so be patient, please.
ok Ill have to get some water
does mean all my medical contacts will be gone?
So, it switched on?
still plugged in
Did you have any options to choose in this screen?
i has been restored, just signed in
everything seem to be back, thanl god
Is there anything else I can do for you today?