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I tried to install the latest update and now when I do a…

Customer Question
I tried to install...

I tried to install the latest update and now when I do a hard reset the only thing I get is the apple logo and then it goes away

Technician's Assistant: What Apple model do you have? And the Operating System (OS)?

Ipohne6s I think

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

Since last night - I tried a hard reset and then I tried to restore from iTunes but nothing is working

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

Just please fix it and thank you

Submitted: 7 months ago.Category: Mac
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Answered in 1 minute by:
11/27/2017
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 47,232
Experience: IT Engineer for over 15 years
Verified

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

Can you please hold the home and power buttons on the phone for about 10 seconds until you see the apple logo then release.

Let the phone restart and tell me how it now functions, please.

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Customer reply replied 7 months ago
does not restart
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

When you held both of the buttons, did you see the Apple Logo show?

Please let me know

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Customer reply replied 7 months ago
No, you have already charged me $36, just tell me what to do
thanks
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

You are referring to a service the website offers, which being optional, can be ignored if you do not wish to use it.

Please ignore it and reply here to my last question I sent you please

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Customer reply replied 7 months ago
the apple logo showed for just a second
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

ok, do you have a computer available there with iTunes installed?

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Customer reply replied 7 months ago
this one
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

ok, connect the phone to your computer and open itunes

Tell me what iTunes says please

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Customer reply replied 7 months ago
as soon as I connected my iPhone to my computer, iTunes said there was a problem and to restore
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Ok, you will need to try to restore it, choose this option and let me know the results please

Thank you

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Customer reply replied 7 months ago
ok
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Thank you

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Customer reply replied 7 months ago
it says it is restoring and will let me know when it is complete - how long do you think this should take
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

It can take 20 minutes to a few hours depending on your internet speed

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Customer reply replied 7 months ago
okay thanks
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

you are welcome

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Customer reply replied 7 months ago
I received error 3194
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Can you connect it to a different USB port on the computer and try to do it again please

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Customer reply replied 7 months ago
I can connect my hub to this computer and try it again, this is the only computer I have
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

I am referring to the iPhone, connect that to a different USB port and try to restore it again please

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Customer reply replied 7 months ago
okay
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Thank you

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Customer reply replied 7 months ago
I again received the error the iPhone could not be restored error 3194
Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Can you restart the computer and try please

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Mac Support Specialist: Richard, Apple Software Engineer replied 7 months ago

Thanks

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