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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31191
Experience:  IT Engineer for over 15 years
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I cannot get my iphone to work. When I hold the home button

Customer Question

Hello, I cannot get my iphone to work. When I hold the home button and the on/off button down, the apple comes on the screen but then when I let go, it goes to black screen.
Submitted: 22 days ago.
Category: Mac
Expert:  Richard replied 22 days ago.

HI there and welcome

Can you please connect the iPhone to your computer and open iTunes (you can download it from www.itunes.com if you do not have it)

Then hold the home and power buttons until iTunes pops up with a message saying it detects a iPhone in recovery mode, then release the buttons.

Does it then work?

Customer: replied 22 days ago.
I tried all of that already last night and no, it does not work.
Expert:  Richard replied 22 days ago.

Does the computer detect the phone at all Debra?

Customer: replied 22 days ago.
it detects it.
Expert:  Richard replied 22 days ago.

The payment for the remote service failed Debra but we can continue here

If it detects it, does iTunes show the phone?

Customer: replied 22 days ago.
It detects it but still does not work.
Expert:  Richard replied 22 days ago.

With it connected, hold Volume Down and Power for 10 seconds until you see a pop up appear on iTunes (still with the phone connected to the computer)

Does the pop up show in iTunes?

Customer: replied 22 days ago.
it says, your phone cant be updated. You must restore it to factory settings.
Expert:  Richard replied 22 days ago.

ok, you will need to do this as it has suffered a major failure.

Choose to restore to factory settings.

Let me know what then happens please.