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tyroneboman
tyroneboman, Mac Genius
Category: Mac
Satisfied Customers: 9266
Experience:  Computer specialist.
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I was not getting updated emails so attempted to switch

Customer Question

I was not getting updated emails so attempted to switch phone off but have been unable to switch it back on. it seems frozen with the apple logo and is not rebooting
JA: Just to clarify, what email service provider are you using?
Customer: hotmail
JA: Have you installed any updates recently?
Customer: no
JA: What troubleshooting have you tried?
Customer: Holding both buttons down to power off for over 15 seconds,
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Just not rebooting. Was using phone up until Monday night. Everything else was working except for the emails.
Submitted: 1 month ago.
Category: Mac
Expert:  tyroneboman replied 1 month ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

This could be a glitch in the software and the iPhone needs to reboot, lets try and force a reboot > Hold the home button and the power button down for about 60 seconds or until the Apple logo appears on the screen, then release both buttons. If it does not power on release the buttons after 60 seconds and then hold the power/sleep button only for 60 seconds then try holding both buttons again. Repeat the process a few times and then if it does not power on you will need to use your computer to restore the iPhone. Please follow these steps,

  • Connect the USB cable to the iPad, but leave the other end of the cable disconnected from your computer's USB port.
  • press and hold the Sleep/Wake and Home buttons at the same time.
  • When the device turns off, release the Sleep/Wake and Home buttons.
  • While pressing and holding the Home button, connect the USB cable to the computer. The device should turn on.
  • Continue holding the Home button until you see the "Connect to iTunes" screen.
  • When this screen appears you can release the Home button:
  • Then use iTunes to restore the iPhone.
Customer: replied 1 month ago.
Thanks will try when I get home from work.
Expert:  tyroneboman replied 1 month ago.

sounds good.

Let me know if this does not work and we can try another solution.

Please reply and let me know if you need any other assistance,

Also, please take a moment to rate my service by choosing one of the stars at the top then click submit.

Thank you!