How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Daniel Your Own Question

Daniel
Daniel, Mac Genius
Category: Mac
Satisfied Customers: 4750
Experience:  Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
Type Your Mac Question Here...
Daniel is online now
A new question is answered every 9 seconds

Greetings! My name isXXXXX - a 69 year old veteran

Customer Question

Greetings!

My name isXXXXX - a 69 year old veteran living in Mandurah WA.

I need to bring to Apple Store Perth my Windows Laptop and Apple iPhone 4S for iTunes uninstall & reinstall by an Apple iTunes Genius to resolve:
. Unexpected shutdowns
. Messages - 'iTunes could not sync ...' & 'Backup not successful ...'
. Bonjour problems logged on computer, and
. Other related 'niggles'

So far I have been 'bounced' from Dedicated Tech Assistance To Apple Store Perth to Expresslane and am no closer to getting an answer as to where and when I can get a 'one-to-one' with an Apple iTunes Genius.

Can YOU please assist me?

I understand I may need to enrol for a one-to-one annual subscription costing $99. I am happy to proceed with that.

I rely heavily on my iPhone for numerous medical appointment alerts and contacts, not to mention all my 'whiz bang' Apps, podcasts, music, videos, etc.

I would be able to respond to an appointment within 2 hours notice - having to travel by train from Mandurah to Perth.

My mobile, if more convenient, is 0409 370 538.

Warm regards,


John H
Submitted: 1 year ago.
Category: Mac
Expert:  Daniel replied 1 year ago.
Hello, my name is Dan.
I will do my best to help you, the only stupid question is the unasked one.

I cannot make an appointment for you, you need to do that your self. This site will help with that.
Apple Retail Store Type in your zip code or use this site.
It may be the closest to you.
There is a link to arrange for one-to-one.
Your iPhone may very well have hardware issues and taking to an Apple store is a good idea.
If that is not an option then Apple will send, what they call a Happy Box, prepaid shipping. Just call this number. 1.800.275.2273

Hope that helps. And thank you for your service, I too am a Viet vet.


Customer: replied 1 year ago.

Thank you for your prompt reply, Daniel. Much appreciated.


 


Regrettably, I have been away from home all afternoon, so have not been able to reply before now.


 


Sadly, your reply provided no solution to my problem, so, in justice, I trust there will be no further cost.


 


It was the Apple Retail Store in Perth that referred me to you, but, I rang them again anyway. This time I was referred to Applecare Sydney (1300 321 456), which is where I started my enquiry.


 


So, I have gone full circle and am no further advanced.


 


It seems Apple Perth have no one who is trained on Windows iTunes software. So I will start all over again on Monday and pray that I find someone who has the solution to my problem.


 


God bless, Daniel, and thanks for your efforts.


 


John H

Expert:  Daniel replied 1 year ago.
I am somewhat surprised that they refered you to us. We are a free lance troubleshooting service and most often can help.
Hardware is not one of them, the best we can do for that is give an educated guess.
Since you are downunder the Apple store I refered you to was in Minnesota, USA.
I missread the probem, I thought it was the phone that was at fault.
This should help resolve the probem.

That may be better.


Customer: replied 1 year ago.


Thanks again, Daniel!


 


Starting iTunes in Safe Mode (as per your Link) suggests issues with third-party iTunes plug-ins.


 


I'm not sure what a plug-in is, but do you have a Link that details how to remove them?


 


Warm regards,


 


 


John H

Expert:  Daniel replied 1 year ago.
Yes John, this is what Apple recommends doing.

A plugins change the behavior of the application it is for. Some will change the appearance or the way it functions.
Some will, as in your case, go bad and cause abnormal behavior.
The above link explains it in detail.

Hope that helps.
Daniel, Mac Genius
Category: Mac
Satisfied Customers: 4750
Experience: Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
Daniel and 3 other Mac Specialists are ready to help you
Customer: replied 1 year ago.


Greetings, Daniel.


 


Thank you for the plug-in link.


 


With my very limited understanding of things 'computer' it only caused further complexities and left me 'miles' away from getting any 'one-to-one assistance, as first requested, and still without a solution.


 


Clearly, it will be necessary to take my computer to a local hands-on IT specialist.


 


Thank you for your efforts to assist, Daniel.


 


I did send a 'Good service' rating.


 


God bless!


 


 


John H

Expert:  Daniel replied 1 year ago.
Thank you John, I do appreciate it. I do hope you get it straightened out.

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified