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I broke my iphone screen is shattered. And i wanna sync the…

Customer Question
Hi Pearl I broke...

Hi Pearl I broke my iphone screen is shattered

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

And i wanna sync the phone with the mac to save data iphone 6 64 gb 2014 purchased

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

Phone broke two days ago

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

When i connect it gives the message itunes could not connect this iphone. the value is missing

Submitted: 8 months ago.Category: Mac
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Answered in 7 minutes by:
11/12/2017
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago
Cris
Cris, Mac Specialist
Category: Mac
Satisfied Customers: 6,979
Experience: 4 years Mac Specialist, Apple Certified.
Verified

Hi, thanks for using JustAnswer.com I am Cris and will be glad to assist you. Let's get started.

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Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

Are you able to navigate through your iPhone?

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Customer reply replied 8 months ago
Thanx Cris
Customer reply replied 8 months ago
what do i do next
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

Are you able to navigate through your iPhone?

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Customer reply replied 8 months ago
no the screen is shattered
can only connect to mac and it recognises the phone but doesnt sync
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

It means your iPhone software is out of date when you try to connect to iTunes and try to backup.

Did you backup to iCloud?

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Customer reply replied 8 months ago
no havent backed up in icloud
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

Did you update the iTunes on your Mac to the latest?

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Customer reply replied 8 months ago
just updated itunes on my mac
Customer reply replied 8 months ago
but how can i check to be sure
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

Press and hold the on/off button and home button down together to power reset the device.

Once done, connect to Mac and try to backup. Let me know the outcome.

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Customer reply replied 8 months ago
ok will try that now
Customer reply replied 8 months ago
no not able to do
same message appears
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

Do you have another PC? Maybe windows PC you can try to backup to through iTunes.

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Customer reply replied 8 months ago
tried again-negative
Customer reply replied 8 months ago
no dont have a windows pc
Customer reply replied 8 months ago
but if u think that is critical we can try from work after 12 hours or so
its midnight in india now
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

OK, I can keep this open and you try later.

The issue is your iPhone software is out of date and not able to backup through the current version of itunes on your Mac. You can try on another PC to see if it will allow you to backup.

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Customer reply replied 8 months ago
will u be available in 12 hours or so or someone else will be?
Customer reply replied 8 months ago
also how to back up on pc? They dont have itunes right?
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

I am assigned to this question. I maybe not available at the time you try but you can message me and I will right back to you as soon as I can.

Yes, you can download iTunes for Windows.

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Customer reply replied 8 months ago
cool
also how do i find out from my mac when the iphone was last synced
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

When you have your iPhone connected in iTunes it will say the last backup on the summary page.

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Customer reply replied 8 months ago
hi cris which is the summary page
Customer reply replied 8 months ago
as in how do i access the summary page
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

The summary page is the page when you connect your iPhone and it shows the iPhone info.

It is where you would click on Backup/Restore.

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Customer reply replied 8 months ago
but phone doesnt sync with itunes
so obviously cant view summary page
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

OK, well it won't show you the last sync if the summary page doesn't come up.

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Customer reply replied 8 months ago
sp then i will connect to the pc and download itunes
Customer reply replied 8 months ago
then try to back up there?
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

That is correct.

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Customer reply replied 8 months ago
ok keep this discussion open and i will try again after 8 to 10 hours
Mac Support Specialist: Cris, Mac Specialist replied 8 months ago

OK sounds good.

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