Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Mac

I just purchased the iphone 6 and backed up my old phone

Customer Question
Hi. I just purchased the...
Hi. I just purchased the iphone 6 and backed up my old phone on to my computer with itunes. Now that i am ready to reback on to my new phone, when I plug in my phone nothing comes up with my phone to be able to do this.
Submitted: 2 years ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 5 minutes by:
6/20/2015
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11,323
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified
Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.
Are you using a Mac or Windows PC ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
windows PC
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Did you setup the iPhone 6 ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
what do you mean set up?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
I mean when you get it for first time, you have to do some initial setup on it to get to home screen. Did you do that ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
yes. I am having trouble putting things that were on my old phone to my new one.
Customer reply replied 2 years ago
For some reason it isn't showing my iphone in the itunes store anymore
Customer reply replied 2 years ago
are you still there?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
First reset your iPhone 6. Disconnect the iPhone from your PC. Then press and hold down the Power button and Home button at the same time until it shows the Apple logo. When you see the Apple logo, release the buttons and let it boot.
Then download and install iTunes on your computer from here --> https://www.apple.com/itunes/download/
Connect your iPhone to your computer and open iTunes. Now your iPhone will ask for your permission to connect to your computer. So tap "Trust Computer" and this will show your iPhone in iTunes. Click on iPhone icon in the top left. Under Summary section, click Restore from Backup. Then select old iPhone's backup point.
Please let me know if that didn't work, so we can continue troubleshooting. Only rate the answer after we've solved the problem.
Ask Your Own Mac Question
Customer reply replied 2 years ago
We already have itunes on our computer. Do I need to do this again?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Yes, you need to install latest iTunes. In fact, reinstalling the iTunes will replace old corrupted drivers with new one if any.
Remember, after connecting the iPhone 6 to your computer you will get a message whether to trust the computer or not, on iPhone. Select Trust Computer and then only it will show in iTunes. If you didn't get this message reset the iPhone. To do that, press and hold down the Power button and Home button at the same time until it shows the Apple logo. When you see the Apple logo, release the buttons and let it boot.
Let me know how it goes please.
Ask Your Own Mac Question
Customer reply replied 2 years ago
Okay I'll try it Thanks I will let you know
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Good luck ! Let me know if you have any difficulty.
Ask Your Own Mac Question
Customer reply replied 2 years ago
The message about trusting computer never came up?
Customer reply replied 2 years ago
In the iunes section I see download and over view. Do I click on one of these?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
That is strange. That message is supposed to show. See here --> https://support.apple.com/en-in/HT202778
Did you trust it before ?
If not, goto Settings > General > Reset and tap Reset All Settings. Then connect it to your computer and does it show that message now ?
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Not sure I understand. In iTunes, do you see the iPhone's icon in the top left next to Music, Video etc icon ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
No. when I download itunes it shows all the documents I have downloaded and I click save and then it says thank you for downloading itunes and just the opening page about itunes.
Customer reply replied 2 years ago
I resetted all of my settings too
Customer reply replied 2 years ago
yes we trusted it before
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
If you trusted it, then that message won't appear. Open iTunes and does it recognize it ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
no it doesn't
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
You have to install after downloading iTunes. Open Downloads folder and you will see the iTunes setup file. Open it and follow the onscreen instructions to install it.
Ask Your Own Mac Question
Customer reply replied 2 years ago
okay
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
It will take a while to install it. Let it complete. After that restart your computer and see if iTunes recognize it or not.
Ask Your Own Mac Question
Customer reply replied 2 years ago
I have downloaded it. Do i have to shut off and turn on computer again?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
After downloading, did you successfully install it ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
How can I tell if I successfully installed it?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
You will see the Installed message. Open the downloaded file from Downloads and it will ask you to install it. Didn't it ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
yes it did
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Now just shutdown and turn it back on.
Ask Your Own Mac Question
Customer reply replied 2 years ago
I shut the computer off and turned it back on. What's next?
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Open iTunes and connect your iPhone to your computer. Does iTunes recognize it ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
It says itunes could not connect to the itunes store
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
It is OK. In iTunes, on the top left next to Music, Movies etc icon and do you see a small iPhone icon ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
When I connect my phone to the computer, nothing comes up and when I click on the itunes logo that is what it says. Okay I will try
Customer reply replied 2 years ago
says itunes cannot connect to the itunes store
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
The iPhone logo is like this. Can you see like this on your iTunes ?
https://support.apple.com/library/content/dam/edam/applecare/images/en_US/mac_apps/itunes/iphone_connected.png
Ask Your Own Mac Question
Customer reply replied 2 years ago
No, it is not there
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Does your old iPhone show there ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
Near the right side, there is a person and when I click on that it asks me to enter my apple id and password ***** when i have done that it says that it sin't connected
Customer reply replied 2 years ago
No
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
I don't understand. Are you on iTunes now ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
I know. It is confusing me too. Yes I am
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Can we do a remote support session, so I can remotely connect to your computer and check directly ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
My daughter just got home. I will ask her to read what you have told me and see if she can help as well
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Ok, let me know.
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Remote session would be quick. To start session, goto this link --> https://www.fastsupport.com/253673444
Follow the onscreen instructions to connect. If something is downloaded, open it to connect.
This link is valid for onetime use only.
Ask Your Own Mac Question
Customer reply replied 2 years ago
My daughter has said that I have done everything you have said to do but the iPhone icon has not popped up realizing that the phone is connected. Yes it is okay to do a remote session. I will start it.
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Ok, let me know if you any difficulty connecting to me.
Ask Your Own Mac Question
Customer reply replied 2 years ago
The link is not loading.
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Try this link --> http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=b8ddcc9d-a9f7-47fd-b593-5587b3efd322
Ask Your Own Mac Question
Customer reply replied 2 years ago
We started it but an icon popped up saying "This application can not be started. Contact the applicator".
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Goto this website ---> www.fastsupport.com
In FastSupport website, you will see two text columns. Name and Support Key. Under Name, enter your name and under Support Key enter this code --- > ###-##-####
Click Continue and follow the onscreen instructions to connect. And if some application is downloaded, open that file. Then open the Citrix Online Launcher application and let it connect.
Ask Your Own Mac Question
Customer reply replied 2 years ago
When we click continue the page goes white and doesn't load.
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
On your computer, goto this website --> www.join.me
Then click Start Meeting. An application will be downloaded or you will be asked for permission to open the app. Open and run it. Then you will get a 9 digit code. Please let me know the code here.
Ask Your Own Mac Question
Customer reply replied 2 years ago
###-##-####
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Thanks. Will connect now
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Lost connection. Will try to reconnect now.
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
After restart, please follow the instructions in here to uninstall iTunes completely --> https://support.apple.com/en-in/HT204313
Then reinstall from here ---> www.apple.com/itunes/
Ask Your Own Mac Question
Customer reply replied 2 years ago
Okay. just turned back on, will unistall then reinstall
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Good Luck !
If that didn't work, then I will opt out and send this question to other experts in here. So if they have any idea, they will get back to you.
Ask Your Own Mac Question
Customer reply replied 2 years ago
Nothing has worked. Thank you for your patience and guidance. We have uninstalled itunes and at the moment cannot reinstall it again.
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
I'm very sorry. I'm out of ideas on this one. I will opt out and open this question to other experts in here. If they have any ideas, they will get back to you. Sorry I couldn't solve your problem.
Please don't rate the answer anything.
Ask Your Own Mac Question
Mac Support Specialist: Johnny Mack, Mac Support Specialist replied 2 years ago
Johnny  Mack
Johnny Mack, Mac Support Specialist
Category: Mac
Satisfied Customers: 1,353
Experience: 6 years repairing macs and ipods and 3rd level tech support
Verified
Hello there! If you like I can remotely connect using just answers remote connection and fix your iphones driver which is the issue your having.
Ask Your Own Mac Question
Customer reply replied 2 years ago
Yes, please do
Customer reply replied 2 years ago
I'm not sure when you sent this but our problem from this morning hasn't been resolved yet. Thank you.
Customer reply replied 2 years ago
Hopefully we can talk tomorrow. Good night
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
Reg Reinstalling. What happens when you reinstall ? Are you getting any errors ?
Ask Your Own Mac Question
Customer reply replied 2 years ago
Unfortunately, our problem has not been resolved
Customer reply replied 2 years ago
I cannot re-install the current itunes and cannot use my new iphone 6
Customer reply replied 2 years ago
I have spent 3 days trying to do this
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
I already opened this question to other experts in here. It seems like they don't have any idea either.
What happens when you reinstall ? Are you getting any errors ?
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
If no one get back to you, then you can contact***@******.*** for full refund. Please don't rate the answer negatively. Thanks
Ask Your Own Mac Question
Customer reply replied 2 years ago
Hi no there are no errors? My son and daughter have been trying all weekend as well. It's crazy that we cannot do it. Thank you and I'm sorry you spent all this time trying to help me. You were very patient!
Mac Support Specialist: Ashik, Mac Technician replied 2 years ago
I just don't understand why it is not working. I believe it the Windows OS that has problem. You may need to reinstall the Windows OS. Now, can you goto Control Panel > User Accounts, create a brand new administrator account, then login to that account and install and try iTunes in it ? This is my last suggestion. Try it if you have time.
Ask Your Own Mac Question
Ask Ashik Your Own Question
Ashik
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11,323
11,323 Satisfied Customers
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc

Ashik is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,552 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,370 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,979 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,468 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
I have an iPhone 7+. I have an iPhone 7+ that I purchased
I have an iPhone 7+ that I purchased directly from an Apple store about 18 Months ago. I have suspicions that someone is getting copies of the messages that I am sending & receiving. Is something like this possible? If so how can I check to see if it is being done without the other party knowing that I have discovered this ? … read more
RandyNetwork Tech
RandyNetwork Tech
1,746 satisfied customers
IPHONE IS DISABLED, CONNECT TO ITUNES. IPHONE 6 PLUS. Just
just today, tried connecting to itunes, message says itunes could not connect the value is missing … read more
Damian Costa
Damian Costa
Owner
Computer Network System Engineer
40 satisfied customers
Iphone disabled wont connect to itunes. Iphone 7 almost a
iphone disabled wont connect to itunes JA: What's the make/model of your device? How old is it? Customer: iphone 7 almost a year old JA: How long has this been going on? What troubleshooting have you … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
My iPhone froze with text message on top of screen, iphone i
my iPhone froze with text message on top of screen … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
952 satisfied customers
My iphone is not responding and says no service? It is an
my ohone said something about rest my settings. It has not been working for about thirty minutes … read more
Kris R
Kris R
IT Manager
Computing
2,305 satisfied customers
Its has an activation lock. IPhone 6s. My iPhone was stolen
my iPhone was stolen when I got it back it was locked and I cant figure out my password … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,979 satisfied customers
It will not hold a charge. IPhone iPhone 7. About a year
About a year ago. Ihavetriedturning it off and deleting old emails, etc. … read more
Josh
Josh
It Support Specialist
Associate Degree
5,128 satisfied customers
Not paying to fix is iPhone. Message reads...iPhone
not paying to fix is iPhone. Message reads...iPhone disabled...connect to iTunes. How if it is disabled? … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
My husband and I both have iPhones. Mine an iPhone 6s, his
My husband and I both have iPhones. Mine an iPhone 6s, his an iPhone 5s. He did an update the other day, and it asked for the Apple ID. We gave the Apple ID from my iCloud and oh boy! We've been synch… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
Apple iPhone 6s screen issue The screen of my iPhone 6s
Apple iPhone 6s screen issueThe screen of my iPhone 6s became black suddenly, but when it is connected to a computer, it seems working.I tried factory resetting procedure, but it didn't work.What shou… read more
Ashik
Ashik
Mac Technician
11,323 satisfied customers
I backed up my iphone using iTunes on my iphone. I then
I backed up my iphone using iTunes on my iphone. I then tried, perhaps before the backup was completed, to upgrade my iphone software to ios 11.0.2. … read more
Ashik
Ashik
Mac Technician
11,323 satisfied customers
All of a sudden it is frozen. iPhone 6S. IPhone 6S about 2
15 min ago I just used it to text and 10 min later it was all black and appeared dead. Nothing works. I put the charger on, nothing. … read more
Josh
Josh
It Support Specialist
Associate Degree
5,128 satisfied customers
Trying to download photos from iphone to computer. Iphone 7.
Im not real good at this but my iphone shows update apple and iphone backup needed … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I bought a new iphone 7plus and cant transfer from my iphone
i bought a new iphone 7plus and cant transfer from my iphone 5. th enew phone has me sign into icloud and then asks for a code which i give it and then asks to approve from other device which i do and… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
My iPhone is disabled and I can't use it. IPhone 7 I have
iPhone 7 I have had it for one year. I was trying to load new operating system and didn't know my Apple ID password ***** I have one but I tried to many times so I am locked out. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
My Iphone will not open for use. IPHONE 6 LESS THAN 6MONTH
Hi my name is***** and my Iphone will not open for use … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
952 satisfied customers
I have iPhone 5 that says iPhone is disabled connect to
i have iPhone 5 that says iPhone is disabled connect to itunes but whne try to connect it show me this mesg "iTunes could not connect to this iPhone. The value is missing." … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,109 satisfied customers
Itunes cannot connect to iphone the value is missing, iphone
itunes cannot connect to iphone the value is missing … read more
JJesus Perez Gonzale
JJesus Perez Gonzale
Bachelors of Science, Computer Engineering
37 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x