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Nick H.
Nick H., Mac Specialist
Category: Mac
Satisfied Customers: 8183
Experience:  Macbook, Macbook Pro, Macbook Air, Mac Pro G5.
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My I Pad is not responding , showing ITunes symbol with power

Resolved Question:

My I Pad is not responding , showing ITunes symbol with power point used for charging .
Submitted: 11 months ago.
Category: Mac
Expert:  Nick H. replied 11 months ago.

NickMacExpert :

Hello, and thanks for your question. My name is XXXXX XXXXX I will help you today.

NickMacExpert :

Please hold the Power and Home button for about 5 seconds. Release them when you see the Apple logo comes up.

NickMacExpert :

Does it work normally? Or still showing the same screen?

Customer:

Still showing the same screen

NickMacExpert :

Thanks.

NickMacExpert :

Did your ipad update and got this screen?

NickMacExpert :

Or what happened?

Customer:

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

NickMacExpert :

Thanks.

NickMacExpert :

So it seems that the update could be corrupted.

NickMacExpert :

Have you sync or backed up your ipad with iTunes on computer?

NickMacExpert :

Or backup with icloud?

Customer:

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 !!

NickMacExpert :

Thanks.

NickMacExpert :

Are you chatting with me on the computer

NickMacExpert :

?

Customer:

Yes I am !

NickMacExpert :

Thanks.

NickMacExpert :

We will have to download iTunes and restore your ipad

NickMacExpert :

On your computer, please first save this page to Favorites or Bookmarks.

NickMacExpert :

This will help you get back to me in case we get disconnected.

Customer:

OK ?

NickMacExpert :

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.

NickMacExpert :

If the link does not work, go to http://www.apple.com/itunes/download/

NickMacExpert :

Is it downloading now?

Customer:

Yes how long will it take does it advise you?

NickMacExpert :

It should tell you how many % right now

NickMacExpert :

Depends on your internet speed.

Customer:

Well I cant see anything happening , they have thanked me for downloading itunes

NickMacExpert :

Do you use Internet Explorer or Firefox?

NickMacExpert :

Or Safari?

Customer:

on the computer Internet explorer on the IPad it is Safari

NickMacExpert :

Thanks

NickMacExpert :

When you click on the Download Now, did it ask you to Run or Save?

NickMacExpert :

Check the part right below the address bar.

Customer:

No it just asked for email & download now ,no run or save as I was expecting

NickMacExpert :

One moment

NickMacExpert :

You are correct. I just tested and no files was asked to run or save.

NickMacExpert :

Please wait. Let me give you a link

Customer:

What can we do now ?

Customer:

Sorry I missed the last comment

NickMacExpert :

I will give you another link to download

NickMacExpert :

Please hold on. I am uploading the file so you can download.

NickMacExpert :

Please CLICK HERE

NickMacExpert :

Click Save file

NickMacExpert :

Is it downloading now?

Customer:

Not sure where should I look

NickMacExpert :

Did you click on the link?

NickMacExpert :

Then do you see another pop up?

NickMacExpert :

To ask to download file?

NickMacExpert :

Or check the part right below address.

Customer:

it says 2 d/loads in progress

NickMacExpert :

Then your computer is downloading the file twice

NickMacExpert :

That is fine.

Customer:

Says 6 hrs 12 mins !!!

NickMacExpert :

That is too slow

NickMacExpert :

Please hold on

Customer:

My computer is on the slow side ,country SouthAustralia

Customer:

I clicked twice I think as no vision was coming !

NickMacExpert :

One moment. I am trying to see if we can get out of that mode

Customer:

now it says it couldn't be down loaded

Customer:

getting a cuppa

NickMacExpert :

Hmm.

NickMacExpert :

On your ipad, please hold Power button until the ipad turns off.

NickMacExpert :

Then hold Home and Power for another 10 seconds.

NickMacExpert :

Your ipad will reboot again.

NickMacExpert :

Does it show the same screen after that?

Customer:

sorry which is the home button

NickMacExpert :

The home button is the front button.

Customer:

I am trying no screen at all only the apple

NickMacExpert :

Please wait for 1 minute. See if it will load.

NickMacExpert :

Did you hold both Home and Power at the same time for 10 seconds?

Customer:

the iTunes screen is back

NickMacExpert :

Thanks.

NickMacExpert :

Then we have no choice but to restore the ipad

NickMacExpert :

Can you click on the 2 download tab and cancel 1 download?

NickMacExpert :

Or both failed?

Customer:

ok just what does that mean

NickMacExpert :

Remember you told me that there were 2 downloads at 6 hrs something?

NickMacExpert :

Go back to that screen.

NickMacExpert :

See if both are still downloading or not?

Customer:

yes

NickMacExpert :

Still downloading?

Customer:

no it says iTunes was interrupted choice to resume/ cancel

NickMacExpert :

if yes, please click cancel for one which is less %.

NickMacExpert :

for both?

NickMacExpert :

If yes, click on Cancel for both.

NickMacExpert :

Then click Retry for ONE

Customer:

says retry lost it on the bottom of the screen

Customer:

unable to see %

NickMacExpert :

Please CLICK HERE

NickMacExpert :

We will download again.

NickMacExpert :

Please check to see if iTunes is downloading.

Customer:

it says no % and it has gone ,

NickMacExpert :

Please open the Download folder.

NickMacExpert :

Click START (Windows button at bottom left corner)

NickMacExpert :

Then click Computer

Customer:

ok

NickMacExpert :

On your left, you should see Download. Click Download.

NickMacExpert :

Do you see iTunessetup.exe on the list?

Customer:

yes

Customer:

it says run save cancel no download

NickMacExpert :

Click save please

Customer:

says iTunes couldn't be d/loaded

NickMacExpert :

Could be a connection problem.

NickMacExpert :

is your ipad less than a year?

Customer:

have only had it for 2 weeks

NickMacExpert :

Thanks

NickMacExpert :

We have 2 options

Customer:

ok

NickMacExpert :

First is to ask your friend or your relative who has fast internet connection and download iTunes and restore your ipad.

NickMacExpert :

2nd option is to bring your ipad to the Apple store and ask them to restore it for you.

NickMacExpert :

It should take less than 10 minutes at Apple store.

NickMacExpert :

At home we will have to download itunes and update.

NickMacExpert :

Which will take about 15-30 minutes or more depends on the internet speed.

NickMacExpert :

Do you live near an Apple Store?

NickMacExpert :

If yes, you bring the ipad to them and they will restore for FREE.

Customer:

I think Adelaide would have an Apple store,how do I direct my relative to d/load iTunes not sure how it is done

NickMacExpert :

I will give you the instructions

Customer:

ok

NickMacExpert :

First go to www.apples.com/itunes/download

NickMacExpert :

click Download Now button to download the itunes software.

NickMacExpert :

Install the software when done.

NickMacExpert :

Next use the USB cable and connect your ipad to computer.

NickMacExpert :

iTunes will say that it has detected your ipad in Recovery Mode and needs to Restore. Click OK or Continue.

NickMacExpert :

Then you will see Restore button. Click Restore. iTunes will download the update and restore your ipad.

NickMacExpert :

When done, setup your ipad and use it normally.

NickMacExpert :

You can setup as new ipad or select backup from icloud.

NickMacExpert :

Make sure to enter your AppleID and password XXXXX register your ipad.

NickMacExpert :

Now you can copy and print out those steps.

NickMacExpert :

Ask your relative to help you on this.

NickMacExpert :

Please do the steps and see if you/your relative can restore the ipad.

NickMacExpert :

Come back and let me know.

NickMacExpert :

Thank you!

NickMacExpert :

Nick

Customer:

ok thanks I will do what ever is necessary

NickMacExpert :

Sure. If not working, please bring your ipad to Apple Store.

NickMacExpert :

They will help you out. You might want to call them first to see if you will have to make an appointment.

NickMacExpert :

It is much easier to be there and restore the ipad.

NickMacExpert :

You are welcomed. Hope it will work out for you.

NickMacExpert :

You have a great day!

NickMacExpert :

Nick

Customer:

Thankyou for your help is that it now ?

NickMacExpert :

You can click Save & Exit

NickMacExpert :

Come back and let me know how it worked out.

NickMacExpert :

We can continue

NickMacExpert :

Or you can click on the Smiley face to rate my service. Come back later and we can still continue if needed.

NickMacExpert :

Thanks!

Customer:

Do I go now !

NickMacExpert :

yes

Nick H., Mac Specialist
Category: Mac
Satisfied Customers: 8183
Experience: Macbook, Macbook Pro, Macbook Air, Mac Pro G5.
Nick H. and 7 other Mac Specialists are ready to help you

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