Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
Thanks for your patience
What you can do, in order to resolve this issue, is start by resetting your Apple iOS device (i.e. iPhone, iPad or iPod Touch) (Note: this does not remove any settings, data or media you have installed in your device) • To perform a hard reset, press and hold your Sleep button (located on top of device) and Home Menu button (located on bottom middle of device) for approximately 10 seconds. • Once your screen goes black, release both keys. (If you see a white Apple logo before you release the keys you have held the keys to long and will need to start the reset process once again) • The next screens you should see after the black screen, is the Apple logo screen followed by the main screen.
Once you have performed this hard reset, you should be able to re-start and start the restore process, without the hangup your iPhone 4 has been having
Now if this does not work, do not let it discourage you, as I do have several other work around procedures in order to resolve this issue for you.
I will remain in this session for you until we get this restore process resolved
please update me when you can- thanks
ok same thing. synched appeared to happen, phone is still appearing in itunes, but nothing is happening.
thanks for the update
Now with the synch appearing to happen, do you see any of the changes from the last sync, in your iTunes library
and is the iPhone still stuck on the connect to iTunes screen>
what changes? yes, stuck at connect to itunes
Ok here is what I want you to try now:
First plug your Apple iPhone (if not already plugged in), into your computer with iTunes running,
- Then do a forced reboot by holding the Sleep/Wake button and Home screen button down for about 10 seconds.
- Once it starts rebooting let go off both buttons.
- As soon as your iPhone reboots and the Apple logo appears, press and keep holding down the home screen button while you iPhone keeps booting up.
- This forces your iPhone to boot in a recovery mode. At that point, iTunes will now be able to connect to your iPhone and you should now properly be able to restore it.
Keep in mind, this is a slight variation from the normal hard reset, because you are now going to put your iPhone into Recovery mode, which is what this procedure does
keep me posted- I am watching this closely
should i hit the restore button in itunes (on my computer)? its telling me my data will be erased
Here is the key to this process, first of all, if you have previously synced your iPhone successfully then you should be able to
perform the restore, because you can always restore iTunes your most recent back up
to bring your most recent data back onto your iPhone
however, if you have NOT performed any recent syncs with iTunes successfully prior to this process
don't restore just yet, because you won't be able to retrieve that data if it is deleted -- and we will just have to try another process around this
i guess im just worried about losing the data. theres no tab in itunes that i can click on to view the data. how do i know what has been backed up?
I can answer that for you
but just need to know real quick
is there a screen (on the phone) after the "connect with itunes"? what should the phone be doing?
are you using a Windows or Mac computer?
Ok, one moment
I want to check a detail in iTunes before we continue
thanks again for being so patient, will be right with you
Ok what I would like you to do if you would is go into iTunes
and on the left side under Devices, tell me, with your iPhone connected, if you see an icon representing your iPhone currently displayed
right click on your iPhone icon and tell me if you get a submenu to appear
Select the Restore from Back up option
if you see it
let me know of course if you do:)
yes i do
last backed up 4:35
should i hit 'restore' on the popup that appears?
That is great!
you are ok to process the restore
this way you can perform the same action and restore from that most recent back up
that is good when backups in iTunes are seen by a user, because that is not always the case
that is why I was enthusiastic to see you do have very current back ups in iTunes for your iPhone
iphone now says 'restore in progress' looks like we're getting somewhere
losing data and not being able to recover it, is the pits
that is what I am talking about-
I will just stand by for now
itunes says its going to be awhile (30 min)
Sorry for the delay
how is the process going time-wise so far?
still says about 25 min remaining
what you can do, is go ahead and bookmark this session page in your web browser
then when the procedure is done, go back to the bookmarked session page and simply post a reply to update me that you are done
and I will be alerted that you are seeking to continue communicating with me-
I will also be alerted this way, whether I am offline or not
im not navigating away from this page. my pc is tempermental--im not touching anything
I will be going off this session briefly
but when you are ready just post a reply and I will be alerted to come back online with you
will be watching for you, so update me when you are ready
so did it work - is your iPhone 4 now restored ?
Still with me ?
When you can please don't hesitate to update me
it restored, but the problem i was trying to fix by restoring it still exists. i think i have to take it to apple
So it is still stuck on the Connect to iTunes screen
no, it restored. none of my sounds work. i tried turning them off then on again repeatedly with no success. even rebooted a couple of times no success. so i decided to restore. the restore finally worked with your help, but i still have the issue with the sounds. speakers are functional--i tried changing ringtones, watching videos etc. the speakers worked, but when i get a call, text, email etc--nothing
That makes sense and I did suspect that this may be a potential hardware issue, which is not uncommon with iPhone 4 models
because if a restore does not resolve the issue, the only other problem would have to be hardware related and not software
a factory restore you see, is the lowest level of resetting an iPhone that you can go
if that does not work, the next process in the root cause analysis of this troubleshooting would be to have the hardware of the iPhone checked
So are you going to take your iPhone in for service to your local Apple Retail Store
If you are satisfied that I have resolved your question to your satisfaction, please feel free to press rate my service as we are always glad to know how our customers feel about our work as Experts And I thank you very much for allowing me to assist you. Keep in mind also, if you Accept an answer, it does not mean the session is over, especially if the issue you received help from me, comes back. If all is well however, then there is no need to return. If you want to be cautious however, you are welcome to bookmark this session so you can come back to this session and alert me.
-Terry ("The MacTechTrainer")
Sr. Mac Support Specialist