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michelleclive
michelleclive, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 5559
Experience:  I am a computer professional with more that 7 years of experience with all major brands which includes apple as well.
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Iphone 6s. Today I was logging into a new wifi source and

Customer Question

Iphone 6s. Today I was logging into a new wifi source and the screen stopped accepting input. All the other buttons work, but I cannot enter anything via touching the screen. So I could not power down the device, since that requires a screen swipe. I tried using the voice commands, but when I asked it to power down the iphone instead it turned on music, which I cannot turn off. So music has been playing on it all day. Oddly, it does accept screen input if I press the side button to darken the screen, then press the side button again. A different screen comes up that shows what music is playing, and that screen accepts input, but all I can do is turn the music on or off. At present I am letting the music drain the battery, hoping that the shutdown routine will reset whatever is wrong with the screen input.
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: OS 10.2.1, I think, but I can only check it by plugging it into my PC. would you like me to do that?
JA: Have you installed any updates recently?
Customer: I think so. Not sure.
JA: What troubleshooting have you tried?
Customer: I tried to power it down, but could not because it requires a screen swipe. I also plugged it into iTunes on my PC. The iPhone synced normally, but I cannot seem to gain any control over the problem through my PC.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: No.
Submitted: 9 months ago.
Category: Mac
Expert:  michelleclive replied 9 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  michelleclive replied 9 months ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

Expert:  michelleclive replied 9 months ago.

push and hold down the power button on the phone for 45 seconds and then release it now wait for 3 mins and power it back on in normal way.

Let me know how it goes.

Customer: replied 9 months ago.
Which is the power button, the round button on the face, or the darken screen button on the right edge?
Expert:  michelleclive replied 9 months ago.

power button is located at the right side panel and not the round shaped button.

Expert:  michelleclive replied 9 months ago.

did you find the power button now?

Customer: replied 9 months ago.
Michelle, I found another answer. I plugged the phone into my PC and iTunes said it was time for a new IOS. So I let it load the new IOS, and the problem disappeared. Thank you for your advice. I may need it in the future. All set for now.
Expert:  michelleclive replied 9 months ago.

good to go.

Expert:  michelleclive replied 9 months ago.

I hope I’ve provided the information you were seeking. If you have any question feel free to ask. Please provide a rating for the service, effort and the time by clicking on the stars located in the upper right corner of the page. Thank you

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