Hi, and welcome! My name is XXXXX XXXXX I am excited to get started with you.To get your iPad up and running again, you will need to restore your iPad via iTunes. This will wipe your iPad clean and set it back to manufacture settings. Do you have a backup?
I am not real computer knowledge, so I do have a computer and my understanding is that I can use this for a back up. However I have no idea on how to do this.
If you have not backed up your iPad, the only way to get it up and running is to restore it. Do you have anything on there that you are concerned about loosing?
Yes I have documents that I have save and password XXXXX What will I lose?
You will loose everything. Lets check itunes to see if by chance you backed it up. Do you also own an iphone or ipod touch?
Then lets check iTunes for a backup. Open itunes and choose Edit. Then choose preferences
I will connect to my itune account on this computer, give me just a second. Is this going to cost more than $38.00?
No. You will only pay a one time fee
Let me know when you have itunes open
Were you able to launch iTunes?
Do I just want the regular Itune site
Its actually an application. Its not on the web. If you do not have itunes installed, you can click here to install it. This link will open up in a separate window http://www.apple.com/itunes/download/
Okay just give me a second
Sure. I will stand by
I Have downloaded itunes, what do I do next
If it is downloaded, go a head and open it
It is open
Now if it was not on your computer previously, then it definitely could not have backed up your iPad. Do you know if you were signed into iCloud on your iPad
I had just downloaded this latest update and I think that it was a update to cloud
The update was for the operating system. Lets check itunes anyway before we proceed. Click on Edit in the top menu bar in itunes and then select preferences
Okay give me a sec
Let me know if you are having difficulties locating Edit in the top menu bar in iTunes
Yes I am
In the very very top of you screen is the menu bar . If itunes is open, you will see itunes in the upper left corner. Do you see where it says itunes
No, but I did find my account
What account are you referring to. Is this in itunes?
Yes it is in Itunes
You may be referring to your iPad. Is itunes showing you a picture of your iPad
Before we move forward. I want to make sure you are aware that you iPad will need to be restored which erases everything. Since itunes did not back up your iPad. The only other route is to see if iCloud may have backed it up. Do you have an Apple ID (used to make itunes and app store purchases)
Click on this link and sign in using your apple ID and password https://www.icloud.com/ This link will open up in a new window
After signing in, do you see a series of icons like contacts calendar etc?
Click on contacts and let me know if your contacts appear
No they did not appear
Im sorry, this means you were not backed up to icloud or itunes so you will loose everything on your iPad
Is there any way to reset the passcode
For security reasons, the only way to reset the passcode is to restore it
And the only way is thru icloud or itunes?
Yes the only two options of backing up your iPad is via iCloud or iTunes.
Okay what do we do?
We will restore your iPad . Once you are up and running again, you can sign in to icloud using your Apple ID so your backups can happen automatically.
To restore your iPad connect your iPad to your computer and open itunes. Next, Press and hold both the sleep and home button at the same time until the connect to itunes logo appears. Continue to hold when you see the apple logo. The sleep button is located at the upper right corner and the home button is the round button on the bottom front bezel of your iPad
Okay I got the apple symbol and Now it is asking If I want to restore the Ipad
It should take about 15 mins. I will stand by until it is done
Okay it is downloading
I just got a message that Itunes cannot connect to the IPad because the Ipad is is protected with a passcode. It is telling me to enter the passcode on the Ipad so Itunes can connect. However it still appears to be downloading
You may have not placed it into recovery mode correctly. Press and hold both buttons until a connect to itunes logo appears. Continue to press and hold both buttons even when you see the apple logo
I did it again and now it says that it is extracting the software
Good! Now lets wait until it is done
I got back another error saying that the software could not be restored error 3194
That error means you will need to update itunes. Hit restore again and see if it prompts you to update itunes
I tried and now it is trying to update the software on the Ipad again.
It will probably give you that error message again. Do you see Help in the top menu bar?
Let me check
It is located where it says File..Edit etc
Yes I found it
Ok within Help, choose about iTunes
Can you read me your iTunes version
You will see words scrolling up
I am so sorry about all of this, but it does not give me an option for about itunes. Let me look at one other thing
It should be the first option under help. Are you on a Mac or PC?
Ok lets see if it gives you an error message again.
So I should try the download again
Lets wait until itunes will give you error 3194 again so we don't interrupt it. Is it still downloading?
Yes I got the error 3194 again
Ok. Go ahead and update itunes. Quit itunes first. (Choose File> Quit)
Then click on this link to install itunes http://www.apple.com/itunes/download/
Make sure it downloads and installs
Okay so now it says that I have downloaded itunes
Is there an option to run and install?
Not that I can find
What is currently displaying on your screen?
After it finished downloading, what did it say?
Thank you for downloading itunes and then do you want to explore the features
There should be a pop up box after you initiated the download
At the bottom of your screen, is there an itunes icon?
If not, move all of your open pages out of the way to see if an itunes download is open in the background
I found it I believe just finishing the download
Does it give you a congratulation screen?
So is it in currently installing?
Good. When it is done, I believe it will give you a congratulation screen.
I just got the congratulation sign
Good. Click finish and then open iTunes
I did already
Your iPad should still be in recovery mode. You can go ahead and restore
okay I will start
I will stand by
How is it going so far? Any errors?
I got one error, but I reset it. the Itune page did not give a congratulation or any thing
I really need to know what version of itunes you are running to make sure your iPad restores. Can you click on Help at the top menu option and choose about iTunes
The down load did not work the pad is still disable. I will go to help and see if I can get you that information.,
Is that the only computer that you have access to?
I found it Itunes 126.96.36.199, and yes this is the only computer that I have access to right now. I could go to my daughters and see if I can borrow hers.
That is the current version of itunes. Is your daughters computer with you now?
No, and she is at work
Its ok. Lets try placing your iPad into recovery mode a different way. Close itunes and disconnect your ipad. Then power your ipad off. To power it off, press and hold the button in the upper right corner and then slide to power off
Okay I just did that
Next, open itunes. Make sure your iPad is off and disconnected
I opened Itunes
Now press and hold the home button on your iPad. While still holding down the home button, connect your ipad back to your computer and continue to hold down the home button until your ipad shows up in recovery mode. The home button is the round button on the bottom front bezel of your iPad
the only thing is that the ipad is sat\ying connect to itunes
Thats actually good. Thats what should be displaying. Now in itunes on your computer, does it show up in recovery mdoe?
Yes it is in recovery mode, and want to know if I want to restore
Yes, press restore
Lets hope your Computer or iPad will cooperate this time :)
Okay I think we have success give me a few more minutes
Take all the time..
So Itunes said that it has completed snyc, do I need to turn the Ipad back on
The iPad should boot. What is displaying on your iPad?
It is saying hello and is now asking to choose a network.
Perfect. Choose your home wireless network
Now it is asking for locations services.
Choose to enable. It will also ask you to set up a passcode again. Choose Don't set up passcode
It is tricky but it will be in blue and in the center
It did not ask for a passwork, but asked if I want to set up new ipad, restore from icloud backup or itunes backup.
Lets see by chance if there is a backup. iCloud backup
working on it
no back in icloud, restore from Itunes?
Yes, try itunes?/
So i hit Itune and the ipad says connect to itunes, but the itune screen is saying any thing
in itunes, does it show any available backups?
It shows backup or restore from backup
Choose restore from Backup. If anything was backed up, it will show dates and time
Well there was a back up in Nov of 2011, and so what ever that was it was restored, The Ipad is asking to restore to a restore from Itunes backup again
Well Old data is better than no data. So if you are ok with restoring from 2011, you can choose restore from backup
Well I tried that and it does not seem to do anything, perhaps we should just set up as new ipad
Lets to that. Press the home button on your iPad to wake it up
What is it asking you?
I went to the back button and it is asking if I want to set up new ipad
Choose set up as new iPad.
Asking if I want to us icloud or not
iCloud is amazing. It backs up your entire ipad wirelessly and it is free
should I use find my ipad or dont use find my ipad
Yes find my ipad
Yes you can enable Find my iPad
And do not add passcode
That is correct
Diagnostics - Automatically Send for dont send
well we have success we now have a new screen, but it appears that I have lost everything, but that is okay. Is there anything else that I should do?
You are all set! Im so sorry that we were not able to restore your data. iCloud now backs up your iPad incase a restore is needed. Is there anything els I can assist you with today?
Yes one last thing, first I want to thank you for your help and patience. I cracked the screen and I have been told that you can use clear duct tape to hold the screen until you can get it repaired. Is that true
Yes you can. Especially if your at risk of getting cut while using it.
Thanks so much
You are very welcome. I also appreciate your patiences throughout this entire process.
I hope I’ve provided the resolution you were seeking today. You can now provide a rating to end our chat. Have a fantastic rest of your day