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tyroneboman, Mac Genius
Category: Mac
Satisfied Customers: 9843
Experience:  Computer specialist.
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My wife's phone has locked up. either the ID is wrong or the

Customer Question

My wife's phone has locked up. either the ID is wrong or the password ***** both So she cannot access her Email or dial out. Any suggestion?
JA: When did you last reset your username and password?
Customer: 3 weeks ago. probably forgot something in the process. We have a record, but it appears to be wrong.
JA: Have you installed any updates recently?
Customer: The latest iPhone operating system
JA: What troubleshooting have you tried?
Customer: We have tried iCloud id since that is the latest that they asked for. We changed the password ***** now, neither seems to work
JA: Anything else you want the Mac expert to know before I connect you?
Customer: That is it. If we can't solve it here, I will have to go to the genius bar.
Submitted: 12 months ago.
Category: Mac
Expert:  tyroneboman replied 12 months ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

Do you have a computer with itunes installed on it?

You can reply to me here by typing in the box below please.

Customer: replied 12 months ago.
Expert:  tyroneboman replied 12 months ago.

okay, try this please>

  • Connect the USB cable to the iPhone, but leave the other end of the cable disconnected from your computer's USB port.
  • press and hold the Sleep/Wake and Home buttons at the same time.
  • When the device turns off, release the Sleep/Wake and Home buttons.
  • While pressing and holding the Home button, connect the USB cable to the computer. The device should turn on.
  • Continue holding the Home button until you see the "Connect to iTunes" screen.
  • When this screen appears you can release the Home button:
  • Then use iTunes to restore the iPhone.
Expert:  tyroneboman replied 12 months ago.

let me know if that works for you please...

Expert:  tyroneboman replied 11 months ago.

Were you able to gt the iPhone working?

Customer: replied 11 months ago.
We got only so far, but far enough for a sales associate st an Apple Store could solve the remaining issues quickly. In and out in five minutes. Thank you.
Expert:  tyroneboman replied 11 months ago.

Your welcome!