Hello, and thanks for your question. My name is XXXXX XXXXX X will help you today.
Please hold the Power and Home button for about 5 seconds. Release them when you see the Apple logo comes up.
Does it work normally? Or still showing the same screen?
Still showing the same screen
Did your ipad update and got this screen?
Or what happened?
is morning & it said a softwear update was available I accepted I think , it was all very quick & it has been in this mode all day
So it seems that the update could be corrupted.
Have you sync or backed up your ipad with iTunes on computer?
Or backup with icloud?
I do not know as it was a gift from my daughter ,she & her children set it up as I am 71 years ,computer savvy but know nothing really re I Pad so I think no !!
Are you chatting with me on the computer
Yes I am !
We will have to download iTunes and restore your ipad
On your computer, please first save this page to Favorites or Bookmarks.
This will help you get back to me in case we get disconnected.
Now when you are done. CLICK HERE and click Download Now button to download iTunes on your computer. Run the installation. It will take some time to install.
If the link does not work, go to http://www.apple.com/itunes/download/
Is it downloading now?
Yes how long will it take does it advise you?
It should tell you how many % right now
Depends on your internet speed.
Well I cant see anything happening , they have thanked me for downloading itunes
Do you use Internet Explorer or Firefox?
on the computer Internet explorer on the IPad it is Safari
When you click on the Download Now, did it ask you to Run or Save?
Check the part right below the address bar.
No it just asked for email & download now ,no run or save as I was expecting
You are correct. I just tested and no files was asked to run or save.
Please wait. Let me give you a link
What can we do now ?
Sorry I missed the last comment
I will give you another link to download
Please hold on. I am uploading the file so you can download.
Please CLICK HERE
Click Save file
Not sure where should I look
Did you click on the link?
Then do you see another pop up?
To ask to download file?
Or check the part right below address.
it says 2 d/loads in progress
Then your computer is downloading the file twice
That is fine.
Says 6 hrs 12 mins !!!
That is too slow
Please hold on
My computer is on the slow side ,country SouthAustralia
I clicked twice I think as no vision was coming !
One moment. I am trying to see if we can get out of that mode
now it says it couldn't be down loaded
getting a cuppa
On your ipad, please hold Power button until the ipad turns off.
Then hold Home and Power for another 10 seconds.
Your ipad will reboot again.
Does it show the same screen after that?
sorry which is the home button
The home button is the front button.
I am trying no screen at all only the apple
Please wait for 1 minute. See if it will load.
Did you hold both Home and Power at the same time for 10 seconds?
the iTunes screen is back
Then we have no choice but to restore the ipad
Can you click on the 2 download tab and cancel 1 download?
Or both failed?
ok just what does that mean
Remember you told me that there were 2 downloads at 6 hrs something?
Go back to that screen.
See if both are still downloading or not?
no it says iTunes was interrupted choice to resume/ cancel
if yes, please click cancel for one which is less %.
If yes, click on Cancel for both.
Then click Retry for ONE
says retry lost it on the bottom of the screen
unable to see %
We will download again.
Please check to see if iTunes is downloading.
it says no % and it has gone ,
Please open the Download folder.
Click START (Windows button at bottom left corner)
Then click Computer
On your left, you should see Download. Click Download.
Do you see iTunessetup.exe on the list?
it says run save cancel no download
Click save please
says iTunes couldn't be d/loaded
Could be a connection problem.
is your ipad less than a year?
have only had it for 2 weeks
We have 2 options
First is to ask your friend or your relative who has fast internet connection and download iTunes and restore your ipad.
2nd option is to bring your ipad to the Apple store and ask them to restore it for you.
It should take less than 10 minutes at Apple store.
At home we will have to download itunes and update.
Which will take about 15-30 minutes or more depends on the internet speed.
Do you live near an Apple Store?
If yes, you bring the ipad to them and they will restore for FREE.
I think Adelaide would have an Apple store,how do I direct my relative to d/load iTunes not sure how it is done
I will give you the instructions
First go to www.apples.com/itunes/download
click Download Now button to download the itunes software.
Install the software when done.
Next use the USB cable and connect your ipad to computer.
iTunes will say that it has detected your ipad in Recovery Mode and needs to Restore. Click OK or Continue.
Then you will see Restore button. Click Restore. iTunes will download the update and restore your ipad.
When done, setup your ipad and use it normally.
You can setup as new ipad or select backup from icloud.
Make sure to enter your AppleID and password XXXXX register your ipad.
Now you can copy and print out those steps.
Ask your relative to help you on this.
Please do the steps and see if you/your relative can restore the ipad.
Come back and let me know.
ok thanks I will do what ever is necessary
Sure. If not working, please bring your ipad to Apple Store.
They will help you out. You might want to call them first to see if you will have to make an appointment.
It is much easier to be there and restore the ipad.
You are welcomed. Hope it will work out for you.
You have a great day!
Thankyou for your help is that it now ?
You can click Save & Exit
Come back and let me know how it worked out.
We can continue
Or you can click on the Smiley face to rate my service. Come back later and we can still continue if needed.
Do I go now !