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iPhone 6 will not update or restore
J-Humphrey
Member

I am unable to access my phone because it is shutting off on me every time i restart it. I just purchased the phone on 2/13/15, and it's not working. A iTunes  Sync cable icon appears. I've tried to restore and update the phone, but no luck. I would appreciate any knowledgeable feedback upon solving this issue

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Re: iPhone 6 will not update or restore
vzw_customer_support
Customer Support

J-Humphrey,

Sorry to see the trouble that you have had with your iPhone 6. Could you share more details? When did the trouble start? What specifically were you doing with the iPhone when the problem began? What specifically happened when you tried to restore? Have you been able to restore and update with iTunes but it still gives you that error? If not, do you get any error in iTunes?

BrianP_VZW
Follow Us on Twitter @VZWSupport

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Re: iPhone 6 will not update or restore
J-Humphrey
Member

Well, this morning is when all of these errors occurred. Specifically, my phone's battery was on 75%. I noticed when I pressed the Home screen button, the phone did not come on. When I restarted the phone by pressing both the power button and home button, the Apple logo appeared. Then it went off again. When I repeated the same process, the iTunes+ Sync cable logo appeared. When I plugged the phone to iTunes, the computer asked for an updated version of iTunes, which was 12.1. When I plugged my phone up to iTunes after the update, a pop-up notified me to restore both my phone and update it. These instructions did not work.

Sent from my iPad

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Re: iPhone 6 will not update or restore
vzw_customer_support
Customer Support

J-Humphrey,

This definitely doesn't sound right. Did the set up complete when you first got the phone? If need be, you do have 14 days to return/exchange the phone.


ErinW_VZW
Follow us on Twitter @VZWSUPPORT

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Re: iPhone 6 will not update or restore
J-Humphrey
Member

I used the iCloud function from my old iPhone 5c to back up the new iPhone 6 with contacts, pictures, and apps.

Sent from my iPad

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Re: iPhone 6 will not update or restore
winterbaby18
Sr. Member

I would go ahead and return it to the VZW store where you purchased it for an exchange.

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Re: iPhone 6 will not update or restore
J-Humphrey
Member

I have another inquiry: Will using an iPhone 5 charger do any damage to my iPhone 6? Or is that irrelevant? Thanks for the feedback.

Sent from my iPhone

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Re: iPhone 6 will not update or restore
kaebfly
Leader

No it won't. They are the same charger from my understanding.

Re: iPhone 6 will not update or restore
J-Humphrey
Member

Thanks. I just wanted to make sure that the iPhone series or edition had anything to do with the syncing or charging that would mess it up.

Sent from my iPhone