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My Apple IPad is frozen with only an iTunes icon showing static

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on the screen. Telstra tried...
My Apple IPad is frozen with only an iTunes icon showing static on the screen. Telstra tried to help by recommending that I attach the IPad to my computer & it would then direct me how to fix my problem. My only concern is that the fix includes me updating my IPad, but that fix would mean that ALL my information, including over a 1,000 photos would be lost. I don't want to lose my photos as they are precious to us because they include births, weddings, funerals, Family & photos of Family who have passed.
Can you please help?
Submitted: 2 years ago.Category: Mac
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Answered in 1 minute by:
7/7/2015
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
Kamil Anwar
Kamil Anwar, Mac Support Specialist
Category: Mac
Satisfied Customers: 5,412
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified
Hello & Welcome to JustAnswer.
Do you have a back up of your iPad?
Thanks
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Customer reply replied 2 years ago
I don't want to sign up for any Monthly deals & I certainly didn't nominate the $64 offer. I just want my Apple IPad unfrozen & have agreed to a $5 deposit with a further $45 when satisfied with the fix. Lets not start off on the wrong foot by trying to hood wink me.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
The monthly fees is an option, and if you do not subscribe then you don't become part of it.
If you are not satisfied, your money will be refunded.
Since i am a tech only, i have limited access to billing therefore if you have any billing issues or questions; you will need to e-mail***@******.***
May i know if you backed up your iPad to iTunes on your computer?
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Customer reply replied 2 years ago
no because to do so I needed to up my IPad which meant I would lose data & photos on my IPad.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
How were these photos transferred to iPad?
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Customer reply replied 2 years ago
they weren't I took the photos with my IPad.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
When the iPad was working, it was never connected to iTunes? You don't lose data when you sync and back it up properly, but now the situation is that iPad has gone into recovery mode.
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Customer reply replied 2 years ago
where doI stand & what is my next step to unfreeze my Apple IPad?
Customer reply replied 2 years ago
Is Kamil Anwar still on line to chat?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
There are ways we can attempt to restore this, but i cannot promise. Only try.
I can instruct here, or connect remotely.
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Customer reply replied 2 years ago
Kamil I've given you as much info as I know. I requested a phone call. Can that still happen at approximately 3PM Australian time today?
Customer reply replied 2 years ago
Kamil are you able to femotely fix this?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
I can remotely connect to your computer, and check but i cannot promise. Only try.
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Customer reply replied 2 years ago
At the Doctors for a few hours. Be home about 3PM so you can go remote or phone me.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
Can you tell me after how many hours? It is 3:00 AM here.
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Customer reply replied 2 years ago
I'm home now Kamil.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
Please click the link below:
https://secure.logmeinrescue.com/R?i=2&Code=774704
OR >>>CLICK ME<<<
A program called 'support-logmeinrescue.exe' will be downloaded.
Click on the downloaded file and click run.
If asked by system to allow the file to run, select "Yes/Allow/OK"
Thanks
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Customer reply replied 2 years ago
Kamil the Apps won't download for a multitude of reasons that I can't work out. This is obviously too technical for me to work out. All that's happening is I'm getting angry. What else is available to me?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
Simple test: connect iPad to computer via the usb cable, open My Computer and see if iPad is detected there as an additional storage device?
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Customer reply replied 2 years ago
IPad not detected on computer. What now?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 2 years ago
Okay. It seems like we are going to need to restore this, the data will be lost. However, i would open the question to other experts to see if they have any ideas. Please wait other experts to respond.
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Mac Support Specialist: Richard, Apple Software Engineer replied 2 years ago
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 39,401
Experience: IT Engineer for over 15 years
Verified
Thanks for your question. My name is ***** ***** I look forward to assisting you.
Do you have another computer available there?
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Mike
Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8,527
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Experience: Over 20 years IT experience with Apple computers in publishing, marketing and design.

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