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I am trying to up date my iPad dmpqt8fwfk14 but it says it…

Customer Question
I am trying to...

I am trying to up date my iPad dmpqt8fwfk14 but it says it is missing

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

I dont know i cant get into it as it is locked up with a message telling me to plug into itunes to update

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

No just that I am not very computer savy

Submitted: 3 months ago.Category: Mac
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Answered in 3 minutes by:
12/26/2017
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 1,915
Experience: Training and Development at Scientifically Speaking
Verified

Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

If you would like remote support please select the option and we can continue. If you do not want remote support please ignore the prompt.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

It says what is missing?

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Customer reply replied 3 months ago
the software it says the source cannot be found
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Ok. It sounds like we need to download the file manually. I can help you with this through remote support.

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Customer reply replied 3 months ago
i prefer not to i am on a fixed income Can you still fix it
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Can you give me the model number of your device?

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Customer reply replied 3 months ago
dmpqt8fwfk14
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Assuming that this is an iPad Air wifi only this is the link to the restore file.

LINK

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Customer reply replied 3 months ago
do i just click on that what do i do after
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Once it downloads hold down alt / option and then click update in iTunes. This will allow you to pick the file you downloaded and update manually.

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Customer reply replied 3 months ago
im confused. What file do I pick. When i go into the download icon on the bootom of my computer it shows it there but with an X It is not hilighted and wont open
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Do you have iTunes on your computer?

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Customer reply replied 3 months ago
hello I cant see your last answer..
Customer reply replied 3 months ago
does it take along time to download.. I see it in the downloads window. Again it is not highlighted but has a bar that is about half and half with 2 shades of colour
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

The restore file is big. Yes it can take a while.

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Customer reply replied 3 months ago
ok thank you.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Let me know when you need more help.

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Customer reply replied 3 months ago
ok just waiting for it to finish. What happens after it is done. Can i access my ipad then. Will I still have my stuff on it.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Is the iPad locked?

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Customer reply replied 3 months ago
with a picture of the I tunes logo with an arrow below pointing the cord up I assume thats
telling me to hook up to iTunes
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

This may erase the device. is that ok?

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Customer reply replied 3 months ago
omg i dont want to lose all my information I wanted to just update it….
Customer reply replied 3 months ago
why is this happening….
Customer reply replied 3 months ago
this is all so confusing.
Customer reply replied 3 months ago
it is almost finished downloading
Customer reply replied 3 months ago
ok it is done now what do I do
Customer reply replied 3 months ago
Hello
Customer reply replied 3 months ago
Hello Where are you
Customer reply replied 3 months ago
Hello. Where are you. The download is finished. What do I do now.
Customer reply replied 3 months ago
Justin Where are you
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

I am here. sorry

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Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Do you use iCloud to backup?

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Customer reply replied 3 months ago
but I am not sure if it is still hooked up as I had a tech come here the other day as it was full. I deleted a lot from my ipad and phone to free up memory, but he might have disconnected it.. I don't know for sure.. It is all so confusing
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

I mean right now it is as good as gone unless it is backed up. Does that make sense?

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Customer reply replied 3 months ago
you mean everything i had on it is gone…..omg
Customer reply replied 3 months ago
why did it not just update like I wanted.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

In its current state it can only be restored. If the update installs you may be able to restore from your backup. You should always be backed up on all of your devices. This stuff happens to everyone at some point.

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Customer reply replied 3 months ago
Why did this happen.. was it something I did
Customer reply replied 3 months ago
how do I restore it from my iCloud
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

No it just happens. Technology does fail. You will restore from iCloud once the iPad is restored on your computer/

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Customer reply replied 3 months ago
ok how does that happen What do I need to do
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Is the file downloaded yet? Do you have iTunes? is the iPad plugged in?

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Customer reply replied 3 months ago
it is finished. I have the iTunes window open and teh ipad is still plugged in.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

If you click on the iPad in the top left does it bring up a window to restore or update?

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Customer reply replied 3 months ago
not sure what u mean Should i turn my ipad off and on it is still locked up
Customer reply replied 3 months ago
`the iTunes window shows the update and restore
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

In iTunes there should be an icon in the top left of that window that takes you to your iPad so we can restore it.

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Customer reply replied 3 months ago
i have the ipad window open in iTunes that shows update and restore Should i hit the restore button
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

hold the option/alt key and then click restore

this should open a window. select the IPSW file we just downloaded.

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Customer reply replied 3 months ago
nothing happens. im holding options command keys
Customer reply replied 3 months ago
i tunes is not responding
Customer reply replied 3 months ago
i cant even close it and reopen
Customer reply replied 3 months ago
=justin please i have a doctors appointment at 3:00 can you not stay with me till it is fixed…
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

I am here.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Just click restore.

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Customer reply replied 3 months ago
nothing happens… I tunes it not responding….. i am so upset right now. i really need my ipad as I am hearing impaired and cannot use a phone
Customer reply replied 3 months ago
the only thing working is this conversation Everything else is locked up...
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Is there anything downloading in the top right hand of the window?

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Customer reply replied 3 months ago
are you talking about the ipad window in itunes ? it dont see anything…
Customer reply replied 3 months ago
it is hard for me to explain what I am doing. im not sure if I am even in the right window. can it take a picture on my phone and send it to you...
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

In the top right of the iTunes window there should be a download button.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Yes you can take a picture and send it to me.

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Customer reply replied 3 months ago
the picture wont deliver to you…
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Is the iTunes window open? in the top right is there a spinning icon?

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Customer reply replied 3 months ago
it is the ipad window that is open… I cant close it or get a response from I tunes…
Customer reply replied 3 months ago
should i restart my computer
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

No.

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Customer reply replied 3 months ago
i have a teamview on this computer that my friend use to use before he passed away would that help
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Click this link f so I can see what is going on.

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Customer reply replied 3 months ago
ok it is connected
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Please take a moment to rate my service.

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Customer reply replied 3 months ago
I told it to downloading Is that right. Does it take a long time
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Hey! Sorry Our site went down for 3 hours. Do you still need help?

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Customer reply replied 3 months ago
Hi. Yes I still need help. Everything is the same. I am not home now but the iPad is hooked to the computer
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Go ahead and connect to the link again and we will continue.

LINK

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Customer reply replied 3 months ago
Can I do it away from my computer. I’m not home now.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

No you will need to give your computer permission and you have to be on it to do it.

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Customer reply replied 3 months ago
Ok. Can you contact me again in an hour. I’ll be home then
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

I will be here.

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Customer reply replied 3 months ago
Great. I’m heading home now
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Please make sure to message me before you connect.

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Customer reply replied 3 months ago
Ok
Customer reply replied 3 months ago
I’m hone now.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Give me a minute and I will connect. You can go ahead and use the link to get started.

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Customer reply replied 3 months ago
I just launch it this time right
Customer reply replied 3 months ago
I don’t get charged again do I
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

No more charges. Yes Launch.

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Customer reply replied 3 months ago
It says that like is invalid. Wants me to open in the App Store? My computer screen is blank too. It does not come up when I hit any keys
Customer reply replied 3 months ago
That link
Customer reply replied 3 months ago
Should I try turning the computer on at the back. It just went off by itself
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

What other devices do you have?

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Customer reply replied 3 months ago
I have my iPhone. Using that now to talk to you.
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

on the iPhone go to iforgot.apple.com an reset your pasword.

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Customer reply replied 3 months ago
Ok Will that be a new password ***** Apple and iTunes ?
Customer reply replied 3 months ago
Ok I changed it
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Click this link on your computer.

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Customer reply replied 3 months ago
My computer has a blank screen. Not opening when I hit any key !! Should I turn it on with the button on the back.
It turned off when you went off I guess. I didn’t touch it
Mac Support Specialist: Justin Johnson, Mac Genius replied 3 months ago

Try and restart it.

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