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Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 9945
Experience:  Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
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My iPad mini (brand new) is saying" in different languages

Customer Question

Hello. My iPad mini (brand new) is saying "hello" in different languages and asking for a 4-digit code I don't have. Can you help?
Submitted: 1 year ago.
Category: Mac
Expert:  Ashik replied 1 year ago.

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

Are you setting this iPad up for the first time ?

Customer: replied 1 year ago.
It was a gift and just turned on. Am I being g charged per question? If so, please cancel.
Expert:  Ashik replied 1 year ago.

No, you are not charged per question. This is one time fee of $16. If I couldn't solve your problem, you will get full refund. Would you like to continue ?

Customer: replied 1 year ago.
I prefer not to call. If it's $16 I will continue.
Expert:  Ashik replied 1 year ago.

Calling is only an optional service. Is it asking you to setup passcode or enter passcode to login ?

Do you see Passcode Options button there ?

Customer: replied 1 year ago.
I got the buttons.
Expert:  Ashik replied 1 year ago.

If it is asking to setup Passcode, then you will see "Passcode Options" option in the middle. Do you see it ?

Customer: replied 1 year ago.
One second ...
Expert:  Ashik replied 1 year ago.

OK check it.

Customer: replied 1 year ago.
Nothing about options. Just says enter passcode.
Customer: replied 1 year ago.
It was a gift ... I don't recall setting up a passcode. Only my Apple one, which is more than 4 digits.
Expert:  Ashik replied 1 year ago.

OK that means the person who gift you already set passcode on it. We will have to restore it from iTunes on your computer. Do you have access to a computer now ?

Customer: replied 1 year ago.
Can I re-set the passcode somehow?
Customer: replied 1 year ago.
but I need to turn it on.
Expert:  Ashik replied 1 year ago.

Yes, turn it on. We are going to use it to restore your iPad.

Expert:  Ashik replied 1 year ago.

I will walk you through the steps here.

Customer: replied 1 year ago.
OK. Thank you.
Customer: replied 1 year ago.
It takes a minute. Old equipment.
Expert:  Ashik replied 1 year ago.

What version of Windows are you using on it ? XP, Vista, 7, 8 or 10 ?

Customer: replied 1 year ago.
XP
Customer: replied 1 year ago.
OK. Where do I go from here?
Expert:  Ashik replied 1 year ago.

On that computer, download and install iTunes from this website --> http://tinyurl.com/cyjeyvf

Let me know once you installed iTunes.

Customer: replied 1 year ago.
Did not match any documents ...
Expert:  Ashik replied 1 year ago.

Make you are entering the exactly URL/link in the url/address bar and not in Google search or other searches.

Type the full website on your browser and press enter. A file will be downloaded.

Customer: replied 1 year ago.
Is there another way to link to iTunes? That URL didn't work.
Expert:  Ashik replied 1 year ago.

Yes, there is a direct link i.e www.apple.com/itunes

But the above one is the iTunes for Windows XP. The latest iTunes from Apple is for Windows 7 and later.

Customer: replied 1 year ago.
I just went to iTunes
Expert:  Ashik replied 1 year ago.

Do you have iTunes installed on your computer ?

Customer: replied 1 year ago.
OK. Downloaded I think. Now what?
Customer: replied 1 year ago.
Installed
Expert:  Ashik replied 1 year ago.

Are you sure ? It will take a few minutes to download it and a while to install it.

Customer: replied 1 year ago.
It has the iPad option. Should I click that?
Customer: replied 1 year ago.
It said thank you for downloading.
Expert:  Ashik replied 1 year ago.

It is not installed. Can we do a screenshare session ? So I can remotely connect to your computer and help you directly ?

Customer: replied 1 year ago.
Sure
Customer: replied 1 year ago.
There was an error message ... System busy
Expert:  Ashik replied 1 year ago.

Follow the steps below to start remote support session.

You have to do this from your computer itself. On your computer, goto this website ---> www.fastsupport.com

In FastSupport website, you will see two text columns. Name and Support Key. Under Name, enter your name and under Support Key enter this code --- >###-##-####/p>

Click Continue and follow the onscreen instructions to connect. An application named Citrix Online Launcher will be downloaded Then open the Citrix Online Launcher file you see there to connect.

Let me know if you have any difficulty connecting to me.

Customer: replied 1 year ago.
ITunes seems to be downloading now. Should I interrupt or let it go?
Expert:  Ashik replied 1 year ago.

Let it go. After downloading, open it and install it.

Customer: replied 1 year ago.
Ok
Expert:  Ashik replied 1 year ago.

It will take awhile to install it.

Customer: replied 1 year ago.
It's finished.
Expert:  Ashik replied 1 year ago.

Double click or open the downloaded file and follow the prompts to install it.

Customer: replied 1 year ago.
Requires windows 7 or newer. Shall we try the remote access instead? Sorry. 2am in NY
Expert:  Ashik replied 1 year ago.

Yes. That is why I sent you different link first time which is for Windows XP. You can also download correct version from this website --> https://support.apple.com/kb/DL1743

Customer: replied 1 year ago.
Shall I try fast support now?
Expert:  Ashik replied 1 year ago.

Yes.

Customer: replied 1 year ago.
Let's try fast support
Expert:  Ashik replied 1 year ago.

Ok. I'm waiting for your connection

Customer: replied 1 year ago.
Are we connected?
Expert:  Ashik replied 1 year ago.

connected.

Customer: replied 1 year ago.
Is it working?
Expert:  Ashik replied 1 year ago.

Downloading iTunes.

Customer: replied 1 year ago.
Hello, Ashik. I am back.
Customer: replied 1 year ago.
Nothing has changed with the iPad. Screen has Apple logo with line underneath. Looks like it's still trying to download.
Customer: replied 1 year ago.
It still says "waiting for iPad"
Customer: replied 1 year ago.
I am available until noon EDST. Must be your turn to sleep.
Expert:  Ashik replied 1 year ago.
Hi there, I'm really sorry. The issue is with your PC. It is not downloading to your iPad. You may need to take it to the Apple Store to restore it.
Please do this and let me know the results. Disconnect the iPad from your computer and reset it by pressing and holding down the Power button and Home button until you see Apple logo (not cable). Then let it boot. Does it boot into disabled screen ?
Customer: replied 1 year ago.
It went back to cable icon
Now screen is black. Not your fault computer is an antique, Ashik.
Expert:  Ashik replied 1 year ago.

Make sure you remove the cable from the iPad. Then only hold down both Power and Home until you see Apple logo. Release the buttons when you see Apple logo.

Expert:  Ashik replied 1 year ago.

Don't hold down until you see cable screen. Only hold down until you see Apple logo and release them the moment you see the Apple logo.

Customer: replied 1 year ago.
I did. Cable icon came up after apple logo.
Customer: replied 1 year ago.
Keeps going back to cable icon
Customer: replied 1 year ago.
Ditto
Expert:  Ashik replied 1 year ago.

It is booting in to recovery mode. Can you restart your computer and attempt to restore ? If not still not working, then you have to take it to the Apple Store and let them restore it for you or you have to try to restore it from different computer.

Since this is a new iPad, it is still under warranty. So Apple will not charge you anything.

Since I couldn't solve your problem, I will request JustAnswer to refund your account as I promised. Sorry I couldn't solve your problem.

Customer: replied 1 year ago.
Once I reboot PC, should I reconnect iPad, or is it futile? I appreciate your diligence in working on this problem for so long, Ashik. I feel it wasn't a waste of time because I made a new friend in India.
Expert:  Ashik replied 1 year ago.

Yes, after rebooting reconnect iPad and iTunes will ask you to restore it. So do it. If it still stuck at waiting for iPad, then you will have to take it to the Apple Store.

Expert:  Ashik replied 1 year ago.

FYI You can also email to***@******.*** to for refund. I will request refund from here. Please don't rate the answer anything to process refund.

Customer: replied 1 year ago.
It's reconnected but message says must restore iPad before it can be used in iTunes.
Expert:  Ashik replied 1 year ago.

Yes, restore it.

Customer: replied 1 year ago.
I see the prompt now. Says iTunes preparing to restore iPad software.
Expert:  Ashik replied 1 year ago.

Ok, it might get stuck at waiting status again.

Customer: replied 1 year ago.
I will just let it run again. Can you still see my PC?
Customer: replied 1 year ago.
It says extracting software and is moving faster than before. Who knows?
Customer: replied 1 year ago.
Again, thank you for your help and kindness.
Expert:  Ashik replied 1 year ago.

Sorry I can't. The remote session is only valid for one time. To see your PC, you have to establish connection again from your side. But no need as you are restoring it now.

Customer: replied 1 year ago.
OK. Enjoy your evening. Farewell and many blessings to you and those you love.
Expert:  Ashik replied 1 year ago.

Thank you very much for your kind words. Much appreciated