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I forgot my password to iPhone 7 and have exceeded the

Customer Question
I forgot my password...

I forgot my password ***** iPhone 7 and have exceeded the number of attempts

Technician's Assistant: What's the make/model of your device? How old is it?

IPhone 7, one year I think

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

Since last night I have tried using iTunes, tried erasing from find myiphoen, but I'm not connected to wifi and cant connect

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

My computer keeps saying iTunes could not connec tto this iPhone. the value is missing. I don't know what that means

Submitted: 10 months ago.Category: Mac
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Answered in 1 minute by:
9/30/2017
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago
Samuel NetEngineer
Samuel NetEngineer, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 746
Experience: Network Engineer at USAF
Verified

Hello, my name is ***** ***** I am one of the experts that is going to help you today. Please give me a moment to look over your question so I don't miss anything.

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Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

When you connect your iPhone to your computer via the USB cable, does iTunes see your iPhone?

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Customer reply replied 10 months ago
thanks
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

When you connect your iPhone to your computer via the USB cable, does iTunes see your iPhone?

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Customer reply replied 10 months ago
It does, and then it says value is missing and won't connect
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Put your device in recovery mode and set it up again

  1. Make sure that you're using the latest version of iTunes.
  2. If iTunes is already open, close it. Connect your device to your computer and open iTunes.
  3. While your device is connected, force restart it with these steps:
    • On an iPhone 7 or iPhone 7 Plus: Press and hold the Side and Volume Down buttons at the same time. Keep holding them until you see the recovery-mode screen.
  4. When you see the option to Restore or Update, choose Update. iTunes will try to reinstall iOS without erasing your data. Wait while iTunes downloads the software for your device. If the download takes more than 15 minutes and your device exits recovery mode, let the download finish, then repeat these steps.
  5. After the Update or Restore completes, set up your device.
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Customer reply replied 10 months ago
I have tried this so many times and recovery mode never appears - just power off
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

If you follow the steps exactly, recovery mode will appear.

These are probably a bit different than the steps you have done before.

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Customer reply replied 10 months ago
does it matter that my phone will not connect to iTunes, says value is missing
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Disconnect the phone, close iTunes, then connect the phone.

After the phone is connected, then open iTunes again.

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Customer reply replied 10 months ago
do I want the computer to access the iPhone
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Yes

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Customer reply replied 10 months ago
Okay, after clicking connect it says iTunes could not connect to this iPhone. the value is missing.
Customer reply replied 10 months ago
I am now going to press the volume down and other side button to enter recovery mode - when I do this, the only option that pops up is to turn off, which it automatically does
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Okay, are you using a Mac computer?

If so, what is the model

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Customer reply replied 10 months ago
MacBook pro
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

What year is the MacBook?

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Customer reply replied 10 months ago
2010-2011; I updated the software today, and iTunes to the latest version
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Did you completely uninstall iTunes then reinstall?

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Customer reply replied 10 months ago
No
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

Let's go ahead and try that.

Completely reinstalling iTunes is a common fix for this problem.

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Customer reply replied 10 months ago
how do I uninstall? drag to trash?
Mac Support Specialist: Samuel NetEngineer, Computer Hardware Engineer replied 10 months ago

You can follow the steps HERE to completely remove the program.

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