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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 50231
Experience:  IT Engineer for over 15 years
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Im travelling and my iphone screen is

Customer Question

im travelling and my iphone screen is 'supportapple.com/iphone/restore
JA: What Operating System (OS) are you running on your iPhone?
Customer: i dont know
JA: How long has this been going on with your iPhone? What have you tried so far?
Customer: in the night maybe within the last 2-3 hours. I tried hold the on off and the round button at the same time. I get the apple logo and immediately it returns to the support...etc
JA: Anything else you want the Mac Expert to know before I connect you?
Customer: just help i am on business and the phone is my office
Submitted: 12 months ago.
Category: Mac
Expert:  Richard replied 12 months ago.

Thank you for your question. My name is ***** ***** I look forward to assisting you.

Do you have a computer with you at the moment?

Please let me know

Thank you

Customer: replied 12 months ago.
iphone frozen supportapple.com/iphone/restore
Expert:  Richard replied 12 months ago.

Thanks, ***** ***** that

Do you have a computer with you at the moment?

Please let me know

Thank you

Customer: replied 12 months ago.
tried holding on off and round button down for 10 seconds apple icon comes on for a second and reverts to the frozen
Customer: replied 12 months ago.
help
Customer: replied 12 months ago.
Expert:  Richard replied 12 months ago.

Ok, it seems you are not responding to the question I keep sending to you

It there a reason for this?

Customer: replied 12 months ago.
i have my computer with me thats what im typing on
Expert:  Richard replied 12 months ago.

ok.. is itunes installed on it?

Customer: replied 12 months ago.
shoot new as of two days ago I'll check
Customer: replied 12 months ago.
not sure...
Customer: replied 12 months ago.
i not sure this is helpful
Customer: replied 12 months ago.
i cant findit
Customer: replied 12 months ago.
all password ***** are on my frozen iphone
Expert:  Richard replied 12 months ago.

Not sure what is helpful sorry?

I am finding communications here difficult with you.... as I am getting unclear responses.

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 12 months ago.
lets try this way first
Expert:  Richard replied 12 months ago.

ok, but then please provide short and concise answers to my questions...

Again, is itunes unstalled on the computer?

Customer: replied 12 months ago.
itunes i think is installed
Expert:  Richard replied 12 months ago.

please check...

Customer: replied 12 months ago.
how i look and have apple store is that what you mean
Expert:  Richard replied 12 months ago.

No, not apple Store, iTunes, installed on the computer.

Customer: replied 12 months ago.
this is not helpful as I just purchased this computer two days ago Where do I look for itunes
Expert:  Richard replied 12 months ago.

In your list of programs, on the computer

Customer: replied 12 months ago.
it is downloaded now
Expert:  Richard replied 12 months ago.

ok, install it, tell me when you have

Customer: replied 12 months ago.
i have its downloading but taking another 20 minutes
Expert:  Richard replied 12 months ago.

thanks

Customer: replied 12 months ago.
i read online that if you can change restore to update on iphone that would work... but how is this possible if screen is frozen
Expert:  Richard replied 12 months ago.

We will go one step at a time

Customer: replied 12 months ago.
its installed
Expert:  Richard replied 12 months ago.

ok, open it and connect the phone to the computer

Tell me what iTunes then says please

Customer: replied 12 months ago.
challenge it is sending me a text and i cant access my phone
Expert:  Richard replied 12 months ago.

In order to sign in? If so, then you can choose a different recovery method using your security questions.

Customer: replied 12 months ago.
i tried using hotel phone and that didnt work as the front desk transfered the call and then nothing..
Expert:  Richard replied 12 months ago.

Ok, I am not clear what this message means sorry..

Did you do my last instructions?

Customer: replied 12 months ago.
i did lets forget this for now.. I have to catch a flight
Expert:  Richard replied 12 months ago.

What were the results of the last instructions?

Customer: replied 12 months ago.
C6KT305EGRYH iphone does that help
Expert:  Richard replied 12 months ago.

Yes, it means the mainboard in the phone has failed, this we have now confirmed.

A corrupted firmware can cause this. But we have ruled this out by trying to reinstall it.

I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you at any Apple Store you can get to

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 12 months ago.
ok thank you
Expert:  Richard replied 12 months ago.

You are welcome and thank you for allowing me to help you today. My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know.