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Before updating your iPhone, did you backup your phone to itunes or iCloud?
Are you there?
No, I did not. Yes.
Are you using a Mac or PC?
3. Click on device
I cannot see how I can open itunes from this page.
it is on your computer. Is iTunes installed on your computer?
yes, I found it.
After you have opened iTunes, if you look in the top menu bar, you will see edit
I opened it and now it is gone again.
can you reopen it
It is no longer on the bottom bar for me to select.
Open it from Start--> Programs
Have you ever used itunes before?
Were you able to find it again and open it?
I hcan select itunes from the bar now.
let me know when you have opened it
Is itunes open?
I have opened itunes.
Ok, now click on Edit-->Preferences. (Menu bar)
I found that. Then what do I select?
Does it show any backups?
Yes. Pam's iphone 6/7/12.
Ok Perfect! Since that is your latest backup, you will loose contacts that you have entered from 6/8 until now. Is that ok?
What is currently displaying on your iphone now?
The battery which is loading. Beyond that is Itunes and App Stores page.
Can you plug your phone to your computer if it is not plugged in already
It is plugged in already.
Can you see your iphone in the left sidebar under devices?
I do not see a left sidebar. There is a top bar which has a phone in it.
When I selected that it show the last backup date.
Ok, can you exit out of preferences
Does your itunes look like the picture I sent you?
The bar shows "Library" , "Store" , but not "Devices"
Can you disconnect and re connect your iphone to your computer
Please let me know if that didn't work, so we can continue troubleshooting
After I disconnected and reconnected the phone, it then showed my phone as a deevice in the left bar. Should I go ahead and follow your last instructions?
No, if it showed up then disregard previous instructions.
1.Right Click on your phone (Pam's iPhone)
The restore will take about 15-20 mins
It tried to restore but then it said it failed, and screen came on asking for me to register my phone.
It took me to a summary page of my iphone.
Ok under the update button, click the restore button
Do you have outlook?
I do not have outlook.
Under the updat button it says my phone has been restored.
Does it give you an option to set up as a new phone or restore from backup?
Restore from backup. I just checked my phone and it seems that it has been restored.
Is it currently restoring from backup?
ok, let me know when it is done
It is finished.
can you check if your contacts are there
My contacts are there though the last backup date.
OK so everything looks ok correct?
Everything looks ok.
Ok great. Thanks for your patience
Thank you so much for your help and YOUR patience.
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