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Ask Michelle Your Own Question

Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 750
Experience:  Apple Computers and Mobile support with 10 years of exp.
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After loading some new features offered on my phone, nothing

Resolved Question:

After loading some new features offered on my phone, nothing is left on the screen. All my contaacts have disappeared...
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Appleologist :

Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.


 


Before updating your iPhone, did you backup your phone to itunes or iCloud?

Appleologist :

?

Appleologist :

Are you there?


 

Customer:

No, I did not. Yes.


 

Appleologist :

Are you using a Mac or PC?

Customer:

PC

Appleologist :

  1. Open iTunes.

  2. Choose Edit > Preferences.

Appleologist :

3. Click on device

Customer:

I cannot see how I can open itunes from this page.

Appleologist :

it is on your computer. Is iTunes installed on your computer?

Customer:

yes, I found it.

Appleologist :

After you have opened iTunes, if you look in the top menu bar, you will see edit

Customer:

I opened it and now it is gone again.

Appleologist :

iTunes quit?

Customer:

Ys.

Appleologist :

can you reopen it


 

Customer:

It is no longer on the bottom bar for me to select.

Appleologist :

Open it from Start--> Programs


 

Appleologist :

Have you ever used itunes before?

Customer:

Yes.

Appleologist :

Were you able to find it again and open it?

Customer:

I hcan select itunes from the bar now.

Appleologist :

let me know when you have opened it

Appleologist :

Is itunes open?

Customer:

I have opened itunes.

Appleologist :

Ok, now click on Edit-->Preferences. (Menu bar)

Customer:

I found that. Then what do I select?

Appleologist :

Select Devices

Appleologist :

Does it show any backups?

Customer:

Yes. Pam's iphone 6/7/12.

Appleologist :

Ok Perfect! Since that is your latest backup, you will loose contacts that you have entered from 6/8 until now. Is that ok?

Customer:

Yes.

Appleologist :

What is currently displaying on your iphone now?

Customer:

The battery which is loading. Beyond that is Itunes and App Stores page.

Appleologist :

Can you plug your phone to your computer if it is not plugged in already

Customer:

It is plugged in already.

Appleologist :

Can you see your iphone in the left sidebar under devices?

Customer:

I do not see a left sidebar. There is a top bar which has a phone in it.

Customer:

When I selected that it show the last backup date.

Appleologist :

Ok, can you exit out of preferences

Appleologist :

Full Size Image

Appleologist :

Does your itunes look like the picture I sent you?

Customer:

The bar shows "Library" , "Store" , but not "Devices"

Appleologist :

Can you disconnect and re connect your iphone to your computer

Customer:

Did that.

Appleologist :

  1. Press and hold the sleep and home button simultaneously for 30secs

  2. Continue to press and hold until a “cable and iTunes logo appears”


Please let me know if that didn't work, so we can continue troubleshooting


Customer:

After I disconnected and reconnected the phone, it then showed my phone as a deevice in the left bar. Should I go ahead and follow your last instructions?

Appleologist :

No, if it showed up then disregard previous instructions.


1.Right Click on your phone (Pam's iPhone)


2.Choose restore

Appleologist :

The restore will take about 15-20 mins

Customer:

It tried to restore but then it said it failed, and screen came on asking for me to register my phone.

Appleologist :

Select skip

Customer:

It took me to a summary page of my iphone.

Appleologist :

Ok under the update button, click the restore button

Appleologist :

Do you have outlook?

Customer:

I do not have outlook.


Under the updat button it says my phone has been restored.

Appleologist :

Does it give you an option to set up as a new phone or restore from backup?

Customer:

Restore from backup. I just checked my phone and it seems that it has been restored.

Appleologist :

Is it currently restoring from backup?

Customer:

Yes.

Appleologist :

ok, let me know when it is done

Customer:

It is finished.

Appleologist :

can you check if your contacts are there

Customer:

My contacts are there though the last backup date.

Appleologist :

OK so everything looks ok correct?

Customer:

Everything looks ok.

Appleologist :

Ok great. Thanks for your patience

Customer:

Thank you so much for your help and YOUR patience.

Appleologist :

If you are satisfied, you can go ahead and accept my answer and end the Chat. You can also get back to me anytime you want even after rating at http://www.justanswer.com/computer/expert-michelleblack/.Enjoy the rest of your day :)

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 750
Experience: Apple Computers and Mobile support with 10 years of exp.
Michelle and 8 other Mac Specialists are ready to help you

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