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When it updated I had to use my finger to open it now it is…

Customer Question
When it updated I...

When it updated I had to use my finger to open it now it is asking for a six digit passcode I have no passcode, I have iPhone 6

Technician's Assistant: When were you last able to use your phone?

Yesterday, this all started ths morning

Technician's Assistant: Have you tried a Factory Reset? The Phone Expert can walk you through this to ensure you don't lose your photos, contacts and other data.

No, how do I do this

Submitted: 7 months ago.Category: Cell Phones
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Answered in 5 minutes by:
11/23/2017
Cell Phone Technician: Richard, Technician replied 7 months ago
Richard
Richard, Technician
Category: Cell Phones
Satisfied Customers: 46,450
Experience: Cell / Smart phone problem solver for over 15 years
Verified

Thank you for your question. My name is ***** ***** I look forward to assisting you.

Can you tell me what you have tried to do to resolve this please?

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Customer reply replied 7 months ago
I've entered 123456 on the screen and that didn't work. I cannot get into my phone without a six number passcode and I do not have one
Customer reply replied 7 months ago
I cant fix my phone and be on it at the same time
Customer reply replied 7 months ago
i cant call u
Cell Phone Technician: Richard, Technician replied 7 months ago

Thanks

Can you hold the home and power buttons on the phone for about 10 seconds until you see the apple logo then release.

Let the phone restart and tell me if it then functions correctly please.

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Customer reply replied 7 months ago
hold the volume buttons and home button?
Customer reply replied 7 months ago
that didn't work
Customer reply replied 7 months ago
are you there?
Cell Phone Technician: Richard, Technician replied 7 months ago

yes I am here, yes both the volume and home buttons till you see the apple logo

Did you see the logo?

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Customer reply replied 7 months ago
no it didn't work
Cell Phone Technician: Richard, Technician replied 7 months ago

So you did not see the Apple Logo?

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Customer reply replied 7 months ago
no
Customer reply replied 7 months ago
i held both volumn buttons and the home button on bottom of phone
Customer reply replied 7 months ago
how do i get a six number passcode?
Customer reply replied 7 months ago
i need to unlock my phone it is the only one i have
Cell Phone Technician: Richard, Technician replied 7 months ago

You need to hold the two buttons until you see the apple logo, you will see them

Can you repeat the instructions again please

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Customer reply replied 7 months ago
u said two buttons, which two? all that comes up is a change in volume
Customer reply replied 7 months ago
i cant call you my phone is locked until i put in a six digit passcode
Cell Phone Technician: Richard, Technician replied 7 months ago

The home button on the front and the power button

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Customer reply replied 7 months ago
apple came up
Cell Phone Technician: Richard, Technician replied 7 months ago

ok, now wait and tell me if you can now enter the phone please

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Customer reply replied 7 months ago
now it is asking for six digit passcode
Customer reply replied 7 months ago
it says touch id requires your passcode when iPhone restarts
Customer reply replied 7 months ago
are u able to help me?
Cell Phone Technician: Richard, Technician replied 7 months ago

Thanks

You will have to reset the iPhone, there is no other way to remove this. It will remove all your data and return the phone to new but this you cannot avoid

To do the reset

Connect the phone to the computer and open itunes

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 it should now work

Let me know the results please

Thank you

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Customer reply replied 7 months ago
i do not have a cord to connect the phone to my laptop
Cell Phone Technician: Richard, Technician replied 7 months ago

ok, you will need one for this, look at the power cable, does the power plug end come away from the cable as most are detchable.

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Cell Phone Technician: Richard, Technician replied 7 months ago

ok, thats the cable you use to connect the phone to your computer

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Customer reply replied 7 months ago
ok i will do this, thank you
Cell Phone Technician: Richard, Technician replied 7 months ago

You are welcome

Let me know the results please

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