Hello, my name is***** to Justanswer! Give me just a few minutes to look up some specifics, I'm working on this now.
Do you use iTunes on your computer?
I had to step away from the computer for a minute, I'm back. Give me just a minute to give you instructions.
This will reload your software to iOS 6. You'll have to set your phone up as a new phone after doing this.
Because it's restarting, your software has gotten corrupt, gets to the corrupt point, then tries to start over in a never ending cycle. Reloading the software should fix the problem.
When you plug your phone into your computer's USB, open iTunes. You should see your phone at the top of the window.
Give me just a sec, I'll see if I have a picture.
Look under the file menu. You should see your devices. One will be music, another for video, and you should see one for your phone next to those. Is it not there?
Ok, unplug your phone, and watch to see if anything changes where you see those items. Then plug your phone back in, see if it recognizes it. We may need to go to control panel and locate the driver.
The iPhone is designed to work with iTunes. Basically if you don't use iTunes, your phone is not backed up, unless you use the Gmail app. We have to get your phone talking to iTunes.
The first thing to do is switch out the USB cable, and try a different USB port. The phone is supposed to work without installing a driver. This will fix it most of the time. If not:
1) Click Windows Start/Home button
2) Type "devmgmt.msc" at the search (without quotes) textbox. Or go to device manager from control panel Or Right-Click on My Computer>Properties, Choose "Device Manager" from the left pane..
3) Expand "Universal Serial Bus Controller".
4) While iphone is connected, click the unknown device.
5) Right click the same and click on Update Driver Software
6) Click the second option "Browse my computer for driver software".
7) Click on "Let me pick from a list of device drivers on my computer"
8) Click on "Have Disk" button.
9) Browse to the the path "C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers"
10) Select "usbaapl.inf"
11) Now select "Apple Mobile Device USB Driver" under list of hardware model section.
12) It will add "Apple Mobile Device USB Driver" under "Universal Serial Bus Controller"
13) Restart your computer.
Did you switch out the cable and try a different port?
Did you switch out the cable and use a different port?
Ok, on step 4, select the USB Composite Device.
That's what it should look like. Now go to iTunes, and you should see your phone, so we can finish the reset process.
Hmm, it should be showing up. Try a different USB port while iTunes is open, and keep an eye on the area where it should show up in case anything changes. The three dots to the right, click that. Does the phone show up there?
Ok, does it do that with all of your USB ports? This is starting to look like a hardware problem.
Ok, are you able to turn it off?
Let's go through all of the solutions first, but it is definitely looking like there is damage to the phone's hardware. You may need a new phone.
Holding the sleep button, can you ever get it to stop restarting?
Ok, the only thing left is to leave it how it is until the battery is completely dead. Plug it into the charger for a few minutes, then hold the home button and power button at the same time for the hard reset.
We have done everything possible. Your computer definitely has the correct driver, but your phone is just not communicating with anything, including itself. Holding both buttons only works when the phone is turned off, so the battery drain trick is your best bet.
If you still cannot get it to work by doing the hard reset, it's time for a new phone. If you take it to the Apple store, they may trade it in for a discount on a new phone. Even though it's broken, it still has value to Apple. It means they get to keep you as a customer. Your cell carrier may also have a similar program, it just depends on the company.
Thank you. I don't see them get this bad often, I am hoping a dead battery is the answer.
Ok, this is the worst case scenario, you will need a new phone. We have gone through every possible thing we can do, including trying to override the software with your computer. It's a hardware failure. There is nothing more that you can do.
That's better, let's continue. Plug in your phone, let it charge for a while. If it doesn't restart continuously, do the two button reset, and tell me if you can get it to go into recovery mode.
Keep it plugged in for 30 minutes. Does the Apple logo come up? The fact that it's acting differently means that there may still be hope. Make sure it's good and charged, and hold the buttons. Hold them for up to 30 seconds, sometimes it can take a bit for the recovery mode to come up.
Does it turn on with just the power button? The apple logo says it's charging. If the battery is good, and it won't start, I'm sticking with the diagnosis of a hardware failure.
It's time to say it's dead... These things happen. We've done all we could do, it's not likely it will ever work again. Please remember that it has a toxic battery and mercury, please give it to your cellular provider for proper disposal.