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Mike, Mac Medic
Category: Mac
Satisfied Customers: 8527
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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My iPhone 6 is frozen on with the iTunes app on the face. I

Customer Question

My iPhone 6 is frozen on with the iTunes app on the face. I have tried what videos tell me to do to unfreeze it..I press the ON/OFF button while pressing the round one on the bottom. This doesn't work. I have tried it repeated times. I don't have iTunes installed on my computer, so their instructions past that point won't work. What should i do?
JA: How much experience do you have with this particular machine?
Customer: I have had it for over a year. It replaced the iPHone 5 i had previously.
JA: Have you installed any updates recently?
Customer: I have not installed any updates on my phone because i have been concerned about losing existing data.
JA: What troubleshooting have you tried?
Customer: I mentioned what I did....trying to "jailbreak" it by holding the two buttons at the same time.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Nothing I can think of, thanks.
Submitted: 8 months ago.
Category: Mac
Expert:  Mike replied 8 months ago.

Hi, welcome to! My name is Mike.

I am going over your question and I will be with you shortly.

Customer: replied 8 months ago.
Thank you...How much would it cost to remotely connect and fix it like the prompt suggests?
Expert:  Mike replied 8 months ago.

Ok I can remote connect to your computer and fix this for you. Do you have a Mac or Windows computer?

Customer: replied 8 months ago.
Expert:  Mike replied 8 months ago.

OK if you accept the offer I will give you instructions.

Customer: replied 8 months ago.
The offer, as I understand it, is to pay $32.00...correct?
Expert:  Mike replied 8 months ago.

Yes that is in addition to the original amount.

Customer: replied 8 months ago.
I agree....
Customer: replied 8 months ago.
I do NOT want to lose my data.///
Expert:  Mike replied 8 months ago.

You have to Accept the offer not just post here that you agree.

Customer: replied 8 months ago.
somehow....I must have typed in an incorrect number in my credit card....I will go back to do it right back..I hope
Expert:  Mike replied 8 months ago.

OK thanks

Customer: replied 8 months ago.
My credit card has nothing owing and I put in the correct numbers....checking and checking them. I guess I will have to go to the Apple Store to get help. What should I do to cancel this order.
Expert:  Mike replied 8 months ago.

Please ask customer service, I have no access to your account, they can also help you with your credit card problem.

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