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Josh
Josh, Technician
Category: Smartphones
Satisfied Customers: 16877
Experience:  Smartphone support
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Second opinion] it is locked in an update mode for the thumb

Customer Question

Second opinion] it is locked in an update mode for the thumb print. cannot use my phone.
JA: How old is the phone?
Customer: two years it is a iphone 6
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it started when i downloaded an update this afternoon
JA: Anything else you want the smartphone expert to know before I connect you?
Customer: i cannot use the phone
Submitted: 1 month ago.
Category: Smartphones
Expert:  Josh replied 1 month ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 1 month ago.

The only way to bypass the lock is to perform a factory reset..

  1. From a computer, go to icloud.com/find.
  2. If prompted, sign in with your Apple ID
  3. Click All Devices at the top of your browser window.
  4. Select the device you want to erase.
  5. Click Erase [device] to erase your device and its passcode.
  6. Now you can restore from a backup.

If you have anymore questions, please let me know otherwise if you can take a minute and use the rating system to rate our session as 4 stars or higher and press Submit so I am credited with helping you.

Expert:  Josh replied 1 month ago.

I am checking back up on you about your issue. If the issue is resolved or you do not need anymore help, please rate our session as 4 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.

Expert:  Josh replied 1 month ago.

Happy New Year!

I still have not heard back from you in a while -- If the issue is resolved, please rate our session as 4 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.