Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

I just switched service providers and upgraded to a new

Customer Question
I just switched service...

I just switched service providers and upgraded to a new iPhone 8 plus

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

The restore has been taking 2 hours and seems stuck

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

Last 2 hours

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

I can't trouble shoot. I can't even turn it off Ok

Submitted: 7 months ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 1 minute by:
10/5/2017
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,151
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

First we can reset your iPhone and see if it works or not. Press and hold down the Power button and Volume down button at the same time until it shows the Apple logo. When you see the Apple logo, release the buttons and let it boot. This will reset it and let you continue.

Please let me know if that didn't work, so we can continue troubleshooting.

Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.

Ask Your Own Mac Question
Customer reply replied 7 months ago
I'm holding down the volume and power button and nothing happens
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

You need to hold down Volume down and Power at the same time until it shows Apple logo (max of 15 seconds)

Doesn't it show the Apple logo ?

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

You need to hold down Volume down and Power at the same time until it shows Apple logo (max of 15 seconds)

Doesn't it show the Apple logo ?

Remember, the above steps are for iPhone 7 and later (which includes iPhone 8 Plus)

FYI If you are using iPhone 6S Plus or lower model, then you need to hold down Home and Power button instead for 10 seconds

Ask Your Own Mac Question
Customer reply replied 7 months ago
No, just the restore icon with the progress line under it
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

I see that phone is in a case. So take it out from the case. Then hold down Volume down button and Power button at same time for 10 seconds and does it go to Apple logo (without the bar under it) ?

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

If it still not working, then that means it is a corruption in the restore process.

Do you still have the old iPhone and a computer there ?

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Are you there ?

Ask Your Own Mac Question
Customer reply replied 7 months ago
Still not working ...
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Then we have to fix it using your computer. Are you talking to me from your computer now ?

Ask Your Own Mac Question
Customer reply replied 7 months ago
Not with me but I do at home....
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Since the reset doesn't work, you will have to restore the iPhone from your computer, using iTunes application.

You can force-restore the iPhone to factory settings through iTunes on your computer by putting it to DFU (Device Firmware Upgrade) mode, which will erase everything from it and then you can restore from backup (Note : DFU Mode is a method which allow you to restore the phone to working condition)

Follow the steps below to restore your iPhone by putting it to DFU Mode.

First download and install latest iTunes on your computer from here : https://www.apple.com/itunes/download/

Then connect the iPhone to your computer with the USB Cable.

Open iTunes application on your computer.

On your iPhone press and hold the Volume down button and the Power button at the same time for 8 seconds.

After EXACTLY 8 seconds release the Power button. Continue holding the volume down button until your iTunes shows a message telling you that it has detected an iPhone in recovery mode.

Click OK or Restore

Note : Put it to DFU Mode while connected to computer and also in DFU Mode your iPhone will remain blank and will be unresponsive. It is normal. If it is not showing blank/black screen, then repeat the steps again. Timing is critical when you put it to DFU Mode. So keep trying until it goes to DFU Mode. And it will take a while to restore it.

Remember, it may take a while to restore the iPhone (the iOS firmware has to be downloaded, you will see the Download button - a downward arrow button with spinning circle around it, at the top right corner of iTunes screen. Click it to see the time remaining)

Once it is restored, you can restore from backup from iCloud or from iTunes

Please let me know if that didn't work, so I will continue to help you until we fix the problem

Since you don't have the computer with you, we can continue this session later. You can get back to me later via the email you received from JustAnswer or via www.justanswer.com

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Since the reset doesn't work, you will have to restore the iPhone from your computer, using iTunes application.

You can force-restore the iPhone to factory settings through iTunes on your computer by putting it to DFU (Device Firmware Upgrade) mode, which will erase everything from it and then you can restore from backup (Note : DFU Mode is a method which allow you to restore the phone to working condition)

Follow the steps below to restore your iPhone by putting it to DFU Mode.

First download and install latest iTunes on your computer from here : https://www.apple.com/itunes/download/

Then connect the iPhone to your computer with the USB Cable.

Open iTunes application on your computer.

On your iPhone press and hold the Volume down button and the Power button at the same time for 8 seconds.

After EXACTLY 8 seconds release the Power button. Continue holding the volume down button until your iTunes shows a message telling you that it has detected an iPhone in recovery mode.

Click OK or Restore

Note : Put it to DFU Mode while connected to computer and also in DFU Mode your iPhone will remain blank and will be unresponsive. It is normal. If it is not showing blank/black screen, then repeat the steps again. Timing is critical when you put it to DFU Mode. So keep trying until it goes to DFU Mode. And it will take a while to restore it.

Remember, it may take a while to restore the iPhone (the iOS firmware has to be downloaded, you will see the Download button - a downward arrow button with spinning circle around it, at the top right corner of iTunes screen. Click it to see the time remaining)

Once it is restored, you can restore from backup from iCloud or from iTunes

Please let me know if that didn't work, so I will continue to help you until we fix the problem

Since you don't have the computer with you, we can continue this session later. You can get back to me later via the email you received from JustAnswer or via www.justanswer.com

Ask Your Own Mac Question
Customer reply replied 7 months ago
I'm back a year my computer. When I follow your directions to reset it, it doesn't work. Meaning nothing happens and iTunes doesn't recognize that I've connected the devise and asks to restore
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago
Sorry for the delay. Goto www.3utools.comInstall 3utools. Open 3utoolsnand does it recognize the phone ?
Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Sorry for the delay. Goto www.3utools.com or www.3u.com

Install 3utools. Open 3utools and does it recognize the phone ?

Ask Your Own Mac Question
Was this answer helpful?
Ask Ashik Your Own Question
Ashik
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,151
12,151 Satisfied Customers
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc

Ashik is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,555 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,394 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,994 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,507 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
Apple ID not working on my iPhone but works on my computer
My apple id will not work on my iphone but works on my computer, I am not able to download anything onto my phone. How do I fix this? I have changed my password ***** times and it still does not work.… read more
Jason Jones
Jason Jones
AAS Information Technology
6,322 satisfied customers
How do I unsync my iphone 6 from my husbands iphone 6. I
how do I unsync my iphone 6 from my husbands iphone 6. I want to keep the calendars synced… read more
Ashik
Ashik
Mac Technician
12,151 satisfied customers
I have iPhone 7 stuck on updating iCloud settings. just
i have iPhone 7 stuck on updating iCloud settings. … read more
Ashik
Ashik
Mac Technician
12,151 satisfied customers
How do I delete an iCloud address on my iPhone and I Pad? It
How do I delete an iCloud address on my iPhone and I Pad? It pops up unable to delete use iMessage and FaceTime. … read more
Justin Johnson
Justin Johnson
Founder
2,013 satisfied customers
Can't remember my iCloud password. IPad mini and iPhone 7.
No I just want my password ***** get into my accounts… read more
Aparna Indresh
Aparna Indresh
Engineer
Electronics & communication engineering
99 satisfied customers
I don't remember my icloud account. IPhone 6plus. Since
I don't remember my icloud account JA: What kind of Apple device do you have? What Operating System (OS) are you running? Customer: iPhone 6plus JA: How long has this been going on with your iPhone? W… read more
JUNKO LOUISE
JUNKO LOUISE
BSC
4 satisfied customers
I have recently purchased a iPhone 7 and also 50gb of iCloud
I have recently purchased a iPhone 7 and also 50gb of iCloud storage. My phone storage is apparently full, but only 5gb has been stored to my iCloud. How do I send all my photos and videos to my iClou… read more
hongkongpom
hongkongpom
Computer Desktop Support
Associate Degree
288 satisfied customers
My iPhone and iMac are not connecting with iCloud,
Yesterday. I re-started yesterday and also shut down and re-started. The main issue is that on my iMac it wants me to sign in to other devices to approve the Mac book air but then it won't send a message to my iPhone even though I know the two are linked. It says won't approve. … read more
Karthik
Karthik
Senior Engineer
Bachelor of Engineering
97 satisfied customers
I need my iPhone 7 iCloud backed up. Apparently it hasn't
I need my iPhone 7 iCloud backed up. Apparently it hasn't been done for 3 weeks. I try to back it up near WiFi, plugged into power, etc. Nothing working. I have not been able to get rid of this messag… read more
Ashik
Ashik
Mac Technician
12,151 satisfied customers
I wanted to download my iphone information to icloud, and in
I wanted to download my iphone information to icloud, and in the process I wiped out two years of text messages (which also had important photos) and contacts. Apparently I wasn't really understanding… read more
Eric Ewing
Eric Ewing
University IT Manager
173 satisfied customers
I do not seem to find the iCloud icon under settings. Iphone
I do not seem to find the iCloud icon under settings … read more
Jon
Jon
Bachelors Degree
630 satisfied customers
It keeps asking for iCloud email and password on my iPhone
It keeps asking for iCloud email and password ***** my iPhone and ipad … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,417 satisfied customers
Ive just lost EVERYTHING on my iphone. I plugged it into
I've just lost EVERYTHING on my iphone. I plugged it into our Mac desktop this morning, and got a message asking if I wanted to set it up as a new phone (which I now realise I should have done!) -or I… read more
Mike
Mike
Mac Medic
Some college
8,555 satisfied customers
How Do I Fix “iTunes Could Not Connect to This iPhone, The
How Do I Fix “iTunes Could Not Connect to This iPhone, The Value is Missing”? … read more
Ashik
Ashik
Mac Technician
12,151 satisfied customers
How to approve my ipad
how to approve my ipad… read more
Ashik
Ashik
Mac Technician
12,151 satisfied customers
My iPhone 4 cannot dial out or receive calls. This began at
My iPhone 4 cannot dial out or receive calls. This began at 11 am this morning after a 3 hour conference call. Is there anything I can do to avoid visiting the Apple Store?… read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,394 satisfied customers
I cannot login to iCloud Control Panel for PC; I can log into
I cannot login to iCloud Control Panel for PC; I can log into iCloud.com… read more
Jason Jones
Jason Jones
AAS Information Technology
6,322 satisfied customers
iCloud backup on iPhone stuck at estimating time remaining
Trying to do a backup to icloud on my iphone. it is stuck in estimating time remaining. Is this normal or have I missed a step.… read more
Toby K.
Toby K.
Team Lead/Technical Support Specialist
Vocational, Technical or Trade Scho
739 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x