JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: My IPhone
6S is new, I believe I just updated it less than a week ago with the latest IOS. I've suddenly been unable to use my password--it does not recognize it. I'm hoping I can just transfer my data to my desktop and reset the phone but iTunes isn't making east for me. Can you talk me through it?
JA: Have you installed any updates recently?
Customer: As I said, within the past week, I made an update; I'm not certain, but I believe I installed IOS 10
JA: What troubleshooting have you tried?
Customer: I went to both Verizon where purchased and Apple; they both had no suggestions--very weird. I then went home, had already tried rebooting. No luck.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: I then tried plugging in to ITunes, but no real luck except a pathway to wipe the data and resset. I didn't see an assurance that my phone data would be preserved in the cloud or the desktpo so before I committed to that process I wanted to make sure