Well I have had what seems to be a fruitful evening, after my phone decided it didn't like Facebook I forced it to download the app and within seconds my phone gave up the ghost. 

Wednesday, Oct 26, 2016 11:09 PM

Duration 63 minutes 32 seconds

Jonathan

Thanks for contacting Apple Support. Please give me a moment to look over your information.

Jonathan

Hello CC! Your case number for this issue is 100052982351. I’ll also send it to your email address. If you need more help with this issue, be sure to give us this case number when you contact us again. How can I help? 

CCM

I installed Facebook earlier this evening and, the phone turned itself off and has frozen on the start screen Apple logo. 

Jonathan

Ah, I’ve actually seen this before I know how important it is, especially if it was Facebook we want to stay in touch! We’ll do everything we can to get this taken care of. So it’s just the Apple logo by itself?

CCM

Yes, I have let the battery run down and it is now charging.  The logo is still there.

Jonathan

OK, there’s a few steps to try. Have you tried a hard reset holding down the Home and Sleep/Wake (Lock) buttons together for 30 seconds or until you see an Apple Logo?

CCM

Yes I have, I tried it again.

CCM

Now it has the charger logo and it says iTunes restore at the top

Jonathan

I see! In that case what I would recommend doing is updating through iTunes in recovery mode. This link describes how. Every time I’ve seen this issue that has resolved the issue.

Jonathan

That symbol is actually for recovery mode to do exactly that.

CCM

Awesome thank you.

Jonathan

Absolutely! Are you OK from here or would you like to keep the chat open just in case?

CCM

Could you keep the chat open?

Jonathan

Of course! We’re here to support you.

CCM

I have tried update and a message says I need to update ITunes....

Jonathan

That’s fine, let’s update iTunes first.

CCM

I do that through help?  Check for update?

Jonathan

Exactly so!

CCM

Yep, it’s doing it.

Jonathan

Great! Let me know if you have any questions or if anything comes up!

CCM

I will thank you, I should have done this hours ago.

Jonathan

Ah I wouldn’t worry about it! I just want to get this iPhone up and running!

CCM

ITunes is update.

Jonathan

Great! Let’s try that update once more please.

CCM

It says that the phone can't be updated it needs to be restored to factory settings.

Jonathan

OK we’ll have to follow through the prompts then.

CCM

Nothing is happening, ITunes has stopped responding. The apple logo has returned to the phone.

Jonathan

There’s nothing on iTunes whatsoever?

CCM

The prompt screen had opened up behind all of the other screens.

CCM

It is asking for access, it says I need to respond on my phone. 

Jonathan

Let’s close that window and try a hard reset on the iPhone again please.

CCM

Was just closing things down, when I noticed in the ITunes widow there is an amber exclamation mark

Jonathan

What happens if we tap that?

CCM

When I press it is say it is downloading IPhone software update.  23minutes remaining.

Jonathan

That’s just fine! Let’s let it finish up.

CCM

Will do.

Jonathan

Thank you CC, I do appreciate your patience.

CCM

No worries, thank you for being so helpful.  I was about to give the phone to my dad as an early b'day gift.

Jonathan

Oh that’s so sweet! We’ll definitely get this on track for you, I mean a birthday present needs to be in working order!

Jonathan

CC?

CCM

9 minutes and counting...

Jonathan

Just wanted to check in! Thanks!

CCM

6 minutes

Jonathan

Not bad!

CCM

2 minutes

CCM

Sorry that is annoying

CCM

I'm just a bit excited

CCM

I hope it works

Jonathan

Not at all!

CCM

Done, now what do I do?

Jonathan

Do you see any reaction from the iPhone?

CCM

Nope.

CCM

Hard reset again?

Jonathan

Yes please.

CCM

I'm on it....

CCM

The computer is making all sorts of jingly noises.

Jonathan

Jingly noises?

CCM

The Apple Log o now has a progress bar underneath it.

Jonathan

Perfect!

CCM

Brilliant!

CCM

That was a mammoth task, thank you

Jonathan

Anytime!

Jonathan

We’re here to help, so it looks good from here?

CCM

Thank you again, you have been very patient.

Jonathan

Have a great night CC! I’ll send you an e-mail with your case number in case you need to chat back in. Otherwise I just hope I’ve provided a great experience and that you enjoy your day! Enjoy your dad’s birthday!

CCM

Ok that is wonderful.  Thank you again.

Jonathan

Of course! Take care.