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Ask Ashik Your Own Question

Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 9943
Experience:  Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
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My settings said I had an update and I allowed it. It turned

Customer Question

My settings said I had an update and I allowed it. It turned out to be icloud but now when I turn it on and it says slide to unlock instead of bring all my things up it slides over and shows the keyboard and a space saying enter passcode. The problem is I don't know what the passcode is, I have tried everything I can think of and it just shuts my ipad down for 5 mins. There is absolutely nothing I can press at all what can I do?
Submitted: 2 years ago.
Category: Mac
Expert:  Ashik replied 2 years ago.
Hi and Welcome. My Name is Ashik and I look forward to assisting you today with your question.

The update was for iOS i.e for the entire iPad. You probably setup it while setting up the iOS after the update. Without passcode you can't login to your iPad. And there is no way to over-ride it too. Your only option is to force-restore your iPad to factory settings through iTunes by putting it to DFU (Device Firmware Upgrade) mode, which will erase everything from it.

But if you've backed up your iPad to iTunes on your computer or iCloud, then you can restore all your data back after restoring your iPad from iTunes/iCloud. You can also redownload all your past purchases for free using the same account.

First, download and install latest iTunes on your computer from here : http://www.apple.com/itunes/download/

Then follow the steps below to restore your iPad by putting it to DFU Mode.

  • Connect the iPad to your computer with the USB Cable.
  • Open iTunes application on your computer
  • On your iPad press and hold the Home button and the Power button at the same time.
  • After EXACTLY 8 seconds release the Power button. Continue holding the home button until your iTunes shows a message telling you that it has detected an iPad in recovery mode.
  • Click OK or Restore


Note : Put it to DFU Mode while connected to computer and also in DFU Mode your iPad will remain blank. Timing is critical when you put it to DFU Mode. So keep trying until it goes to DFU Mode.


Please let me know if that didn't work, so we can continue troubleshooting.

Also, if you want, with your permission, I can securely remotely connect to your PC and restore the iPad for you. Let me know if you want me to do that.

Best Regards,
Ashik
Customer: replied 2 years ago.

Hi,


 


That is a bit too complicated for me could you please restore it for me


Gill

Expert:  Ashik replied 2 years ago.
Sure. On your computer, go to this link : https://www.fastsupport.com/499062515

Follow the onscreen instructions. If asked, click Accept or Yes or Allow or OK
Expert:  Ashik replied 2 years ago.
Gill, do you have any trouble connecting to me ? Are you getting any errors when you open the above link ?
Customer: replied 2 years ago.

Do you mean the www.fastsupport etc

Expert:  Ashik replied 2 years ago.
Yes, on your computer go to http://www.fastsupport.com

Enter your name and enter this code 499062515

Click Continue and click Yes or OK or Allow or Accept if asked. I will be connected to your computer remotely and I will setup iTunes and restore your iPad for you.
Customer: replied 2 years ago.

After I clicked on continue it went to the same thing saying Launch go to assist. Do I leave it like that or click on it

Expert:  Ashik replied 2 years ago.
Click on it and launch it. If asked for permission, allow it.
Customer: replied 2 years ago.

It goes to the thing saying save file which I clicked on before and then goes back to the launch go to assist again

Expert:  Ashik replied 2 years ago.
Hi Gill, Lets try another one. On your computer, download and install this application : http://goo.gl/uk8z2B

After that open TeamViewer (installed app) and please send me the temporary ID and password.

Customer: replied 2 years ago.

Hi


 


ID is XXXXXXXXX /p>

 


Password is 6232

Expert:  Ashik replied 2 years ago.
Could you please send me the ID again ? I can't see it. Thanks
Customer: replied 2 years ago.

ID XXXXXXXXX /p>

Expert:  Ashik replied 2 years ago.
I can't see it Gill, they are xxxed to me. It should be like in this format 123 456 789

Could you please send it again ? Put spaces between the numbers and send it like 1 2 3 4 5 6 7 8 9
Customer: replied 2 years ago.

9 3 7 4 7 6 7 3 5

Expert:  Ashik replied 2 years ago.
Is TeamViewer still running ? I can't connect to it.

I think I will walk you through the steps Gill. It is very easy than you think. First add a bookmark of this page, so we won't lose our connection.

Download and install latest iTunes on your computer from here : http://www.apple.com/itunes/download/

Let me know once you did that, so we can move to next step.
Expert:  Ashik replied 2 years ago.
After installing iTunes, I will walk you through the process of restoring your iPad. It is very simple process.
Customer: replied 2 years ago.

Hi I have downloaded itunes

Expert:  Ashik replied 2 years ago.
After downloading, did you install it ? If so, open insalled iTunes and let me know.
Customer: replied 2 years ago.

It doesn't say install anywhere. I have just downloaded it

Expert:  Ashik replied 2 years ago.
Just open the downloaded file and it will open installer. Follow the onscreen instructions to install. Let me know if you have any difficulty.
Expert:  Ashik replied 2 years ago.
Gill, do you have any difficulty ?
Expert:  Ashik replied 2 years ago.
Gill, are you able to install it ? iTunes is the application we're going to use to fix your iPad. Just open the iTunessetup file you've downloaded/

If you still have trouble installing it, lets try remote session one more time. Open this link : https://www.fastsupport.com/166012228

After clicking the above link, when asked to run the Citrix or GotoAssist application click Yes and allow it. Click Launch if asked and only click it one time. Then it will be connected. If it still not working, please restart your computer and try again.

Add a bookmark of this page first, so you can get back to me after the restart.
Customer: replied 2 years ago.

I don't seem to be able to reply to you I have done so twice but you haven't received it. I can't find how to open iTunes I go into files and it says you have chosen to open IiTunes set up (exe), save file or cancel. I have saved it 5 times but cannot get into it

Expert:  Ashik replied 2 years ago.
It is a big file, so it will take some time to download. Only open it after it is downloaded successfully. Just like you did for TeamViewer.

Did it download successfully ?
Expert:  Ashik replied 2 years ago.
Gill, meantime we can try to connect remotely one more time. Open this link (just click on it) : https://www.fastsupport.com/166012228

After clicking the above link, when asked to run the Citrix or GotoAssist application click Yes or Run and allow it to run. Click Launch if asked and only click it one time. Then we will be connected.
Customer: replied 2 years ago.

Hello, I have now downloaded assist to go; Please may you verify the support key.

Expert:  Ashik replied 2 years ago.
Gill, The support key is 166012228

If you are unable to connect me with that, then try this link : https://www.fastsupport.com/695751100

Has iTunes downloaded sucessfully ?
Expert:  Ashik replied 2 years ago.
Gill, did you download iTunes successfully ? On your computer, go to your Downloads folder and can you see iTunessetup.exe file in there ?
Expert:  Ashik replied 2 years ago.
Hi Gill, How is it going ?

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