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My ipod will not shuffle even though I have pressed the

Customer Question
My ipod will not...

My ipod will not shuffle even though I have pressed the shuffle all button.

Technician's Assistant: What's the model and Operating System (OS) of your device?

It's only 2-3 years old, IOS 9.3.5

Technician's Assistant: When did you purchase your Apple device? What troubleshooting have you tried?

I'm not sure about when exactly but it never had this problem until this year.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Not that I can think of...

Submitted: 11 months ago.Category: Mac
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Answered in 5 minutes by:
9/10/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 11 months ago
About a year.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Okay thanks what version of iPOD is it?

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Customer reply replied 11 months ago
I can't remember. It uses iOS9.5.3 if that helps
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Okay do you have a computer it can be connected too?

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Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Is the computer windows or mac?

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Customer reply replied 11 months ago
windows
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Okay are the files synced up to iTunes?

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Customer reply replied 11 months ago
no
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

OK so connect it please and do this, we need to reset it but we need to take a back-up first.

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Customer reply replied 11 months ago
okay
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Please let me know once you've sycned it.

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Customer reply replied 11 months ago
I've downloaded iTunes but I do not see where to sync it,
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Would it be possible to connect and do this for you?

The price is on top of your current balances.

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Customer reply replied 11 months ago
ok
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Hi,
I see you have requested remote assistance but this failed to go through.
I cannot handle payment issues as I am an end user to the site like you please call 1(###) ###-#### renter the details or contact the CC/Bank to remove the block
Regards
Kris

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Customer reply replied 11 months ago
I did get ITunes to sync but I need to leave now.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Let me know when you get back then and we will continue.

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