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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 35419
Experience:  IT Engineer for over 15 years
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My iPhone wont turn on. It just show the apple symbol 5

Customer Question

My iPhone wont turn on. It just show the apple symbol for about 5 seconds and then turns back off. What can I do?
Submitted: 1 year ago.
Category: Mac
Expert:  Richard replied 1 year ago.

Hi there and welcome

Can you please hold the home and power buttons for about 10 seconds until you see the apple logo, then release

Let the phone restart and tel me if it now starts please

Customer: replied 1 year ago.
The apple symbol show up but it does not restart. It just goes to blank screen again.
Expert:  Richard replied 1 year ago.

ok, do you have itunes installed on your computer?

Customer: replied 1 year ago.
Nope
Expert:  Richard replied 1 year ago.

ok, can you go to www.itunes.com

Install itunes from there and tell me when you have please

I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

Customer: replied 1 year ago.
why do I need iTunes on my computer to fix my phone.
Expert:  Richard replied 1 year ago.

because its part of the process try to reload the phone.

Customer: replied 1 year ago.
My phone is not in synch with this computer. I do have iTunes on this computer, but I read your question wrong.
Expert:  Richard replied 1 year ago.

it does not need to be in sych, but I am confused here with your replies sorry.

You do or you do not have iTunes installed or you will not install it?

Customer: replied 1 year ago.
It's installed.
Customer: replied 1 year ago.
I do have it installed.
Expert:  Richard replied 1 year ago.

Thanks, ***** ***** phone to the computer via the usb cable

Hold the power and home button down until you see

"iTunes has detected an iPhone in recovery mode..."

Click Restore Phone, let this complete and check if the phone then works

Let me know the results please

Thank you

Customer: replied 1 year ago.
its updating software, but about 26 minutes remaining.
Expert:  Richard replied 1 year ago.

Thanks, ***** ***** me know the results.

Customer: replied 1 year ago.
finished downloading and I tried to power up and it just shows the apple symbol for about 20 seconds and go to blank screen.
Expert:  Richard replied 1 year ago.

ok,disconnect it and hold the home and power buttons again for about 10 seconds until the Apple Logo appears, then release.

Does it then start?

Customer: replied 1 year ago.
it doesn't start but now there is a line underneath the apple logo.
Expert:  Richard replied 1 year ago.

is the line moving?

Customer: replied 1 year ago.
No
Customer: replied 1 year ago.
Is it completing the update?
Expert:  Richard replied 1 year ago.

Thanks, ***** ***** update is done, it should have started

It is the internal memory that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to reinstall it.

I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you

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