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Im travelling and my iphone screen is

Customer Question
Im travelling and my...

Im travelling and my iphone screen is 'supportapple.com/iphone/restore

Technician's Assistant: What Operating System (OS) are you running on your iPhone?

I dont know

Technician's Assistant: How long has this been going on with your iPhone? What have you tried so far?

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

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

Just help i am on business and the phone is my office

Submitted: 4 months ago.Category: Mac
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Answered in 5 minutes by:
11/24/2017
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 44,590
Experience: IT Engineer for over 15 years
Verified

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

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Customer reply replied 4 months ago
iphone frozen supportapple.com/iphone/restore
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

Do you have a computer with you at the moment?

Please let me know

Thank you

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Customer reply replied 4 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 reply replied 4 months ago
help
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

It there a reason for this?

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Customer reply replied 4 months ago
i have my computer with me thats what im typing on
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

ok.. is itunes installed on it?

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Customer reply replied 4 months ago
shoot new as of two days ago I'll check
Customer reply replied 4 months ago
not sure...
Customer reply replied 4 months ago
i not sure this is helpful
Customer reply replied 4 months ago
i cant findit
Customer reply replied 4 months ago
all password ***** are on my frozen iphone
Mac Support Specialist: Richard, Apple Software Engineer replied 4 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

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Customer reply replied 4 months ago
lets try this way first
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

Again, is itunes unstalled on the computer?

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Customer reply replied 4 months ago
itunes i think is installed
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

please check...

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Customer reply replied 4 months ago
how i look and have apple store is that what you mean
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

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Customer reply replied 4 months ago
this is not helpful as I just purchased this computer two days ago Where do I look for itunes
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

In your list of programs, on the computer

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Customer reply replied 4 months ago
it is downloaded now
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

ok, install it, tell me when you have

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Customer reply replied 4 months ago
i have its downloading but taking another 20 minutes
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

thanks

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Customer reply replied 4 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
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

We will go one step at a time

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Customer reply replied 4 months ago
its installed
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

ok, open it and connect the phone to the computer

Tell me what iTunes then says please

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Customer reply replied 4 months ago
challenge it is sending me a text and i cant access my phone
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

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Customer reply replied 4 months ago
i tried using hotel phone and that didnt work as the front desk transfered the call and then nothing..
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

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

Did you do my last instructions?

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Customer reply replied 4 months ago
i did lets forget this for now.. I have to catch a flight
Mac Support Specialist: Richard, Apple Software Engineer replied 4 months ago

What were the results of the last instructions?

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Customer reply replied 4 months ago
C6KT305EGRYH iphone does that help
Mac Support Specialist: Richard, Apple Software Engineer replied 4 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

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Customer reply replied 4 months ago
ok thank you
Mac Support Specialist: Richard, Apple Software Engineer replied 4 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.

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Richard
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 44,590
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Experience: IT Engineer for over 15 years

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