Re: Serious problem

[Patricia Scott]

Hi,Neil,

I just spent several hours running through the various tests, especially the 
ones found in “How to use Mac recovery mode” in Macworld UK.  Most of the 
procedures did not change anything. The exception was Recovery mode (cmd+ R) 
which caused the monitor to go pale grey.  Diagnostics did not report anything.

Unfortunately, I don’t have any backup. There may be a few items that are in 2 
small external disks. I did have a 4GB disk used for backup, but it got knocked 
off the desk and won’t work now.

I will leave it there and hand it over to the experts.  I don’t want to be 
driving around tomorrow as it sounds like the weather is going to be dreadful, 
so more waiting.

Many thanks for your advice. It has been much appreciated.

Cheers,
Pat



> On 16 Aug 2019, at 2:59 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> Could you clarify what you mean by “had no effect?
>  
> As I see it there are 3 possible outcomes here:
>  
> The diagnostics do not run.
> The diagnostics run and report a problem or problems.
> The diagnostics run and report no hardware problems.
>  
> Each of these outcomes point to very different problems and therefore 
> different approaches to resolve them.
>  
> If you are correct in your assumption that the problem is the botched changes 
> to the security panel then I would probably expect outcome 3) above.
>  
> To help us identify your problem(s) and to suggest ways to fix it/them - 
> could you:
> Confirm exactly what happened when you ran the diagnostics – ie which of the 
> 3 outcomes above (or something else that I didn’t imagine)
> If outcome 2) – what were the diagnostic results reported.
> What kind of backups do you have – Time Machine, bootable clone, both – and 
> how recent are these.
>  
>  
> Also, you said that you tried starting in safe mode but that did not work – 
> which is perhaps not unexpected if something is messed up at the basic OS 
> level – but did you try booting in Recovery mode? This special mode boots 
> from a separate recovery partition on your boot drive, which macOS creates at 
> the time of installation.
>  
> If you are correct in your assumption that the problem is the botched changes 
> to the security panel then booting into recovery mode should let you 
> re-install MacOS without having to wipe the disk completely and start over 
> from scratch. In fact, macOS can make an effort to reinstall only the system 
> files, replacing any corrupted or damaged system files and, hopefully, 
> returning your system to a working state. If you give us the info requested 
> above then it will help guide us as to whether this approach will work and I 
> can point you to more detailed articles/instructions about the process.
>  
>  
> Like many others on this list, I am quite happy to work with others on their 
> problems – we have all been helped by the list ourselves and, at least for 
> me, my ageing brain probably needs the challenge  ;o)
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Friday, 16 August 2019 at 12:27
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> I have now tried the diagnostics test as you suggested, but sadly, that also 
> had no effect. (My ‘puter is a late 2013 Mac Pro.)
>  
> I do appreciate your time and effort to help, and  I thank you very much.
>  
> Cheers,
> Pat
>  
>  
>  
> 
> On 15 Aug 2019, at 6:26 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> OK maybe I hadn’t explained the hardware test/diagnostics properly - the 
> Apple and the  progress bar should not come into it.
>  
> The first step is to switch the computer completely OFF – preferably using 
> the power button or, if all else fails, by turning off at the power socket.
>  
> Then, following the instructions on the relevant Apple support articles, the 
> hardware test/diagnostics is invoked BEFORE the computer can get to the Apple 
> and the  progress bar stage.
>  
> However, I guess I am probably more comfortable with all this – so I quite 
> understand that you may be more comfortable just leaving it to an expert like 
> Daniel.
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 15:47
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> The simple constraint is that the only items showing on the monitor are the 
> Apple and 

Re: Serious problem

[Patricia Scott]

Hi, Neil,

I have now tried the diagnostics test as you suggested, but sadly, that also 
had no effect. (My ‘puter is a late 2013 Mac Pro.)

I do appreciate your time and effort to help, and  I thank you very much.

Cheers,
Pat




> On 15 Aug 2019, at 6:26 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> OK maybe I hadn’t explained the hardware test/diagnostics properly - the 
> Apple and the  progress bar should not come into it.
>  
> The first step is to switch the computer completely OFF – preferably using 
> the power button or, if all else fails, by turning off at the power socket.
>  
> Then, following the instructions on the relevant Apple support articles, the 
> hardware test/diagnostics is invoked BEFORE the computer can get to the Apple 
> and the  progress bar stage.
>  
> However, I guess I am probably more comfortable with all this – so I quite 
> understand that you may be more comfortable just leaving it to an expert like 
> Daniel.
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 15:47
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> The simple constraint is that the only items showing on the monitor are the 
> Apple and the  progress bar — absolutely nothing to click or see. At least, 
> it is rigorously protecting the computer.
>  
> I just now have written to Daniel.
>  
> Again, thanks — WAMUG rocks!
>  
> Cheers,
> Pat
> 
> On 15 Aug 2019, at 3:12 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> When you say “it didn’t work” are you saying that following the instructions 
> for the hardware test/diagnostics failed to initiate the hardware tests (ie 
> the hardware tests did not run) – or are you saying that they ran OK but did 
> not indicate any problem?
>  
> You may be right when you say the problem is the botched changes to the 
> security panel – but in that case I would expect that, while the problem 
> might prevent the computer from booting up, the hardware test should run OK.
>  
> If the hardware test does not even run I would have thought it suggests other 
> problems.
>  
> But maybe you do need someone with more experience to look at it – maybe try 
> Daniel?
>  
>  
> Just my thoughts.
>  
> Please let us know how it all turns out.
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 13:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> Thank you for this information, it’s a good thing to know. I tried it, but it 
> didn’t work, at least for this kind of situation. I am pretty sure that the 
> problem is the botched changes to the security panel: it has locked down the 
> whole computer and will need the attention of a trained person.
>  
> Thanks,again,
>  
> Pat
>  
> 
> On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> If it was me, I would first try and ascertain whether it was a hardware 
> problem or just the OSX installation which had got messed up.
>  
> I am assuming that you don’t have a bootable clone of the Mac that predates 
> your problem? If you did you could just try booting up from the clone and if 
> it was just  the OSX installation which had got messed up then the Mac should 
> boot up OK from the clone.
>  
> If that was the case you could just clone the clone back to the main HD and, 
> in effect, rewind your system to the pre-problem status.
>  
>  
>  
> However, assuming you don’t have that option then the fact that the screen 
> gets as far as the white Apple shows that the hardware is working on some 
> level - but does not rule out hardware problems. Apple computers include 
> high-level hardware test/diagnostics routines which you can run BEFORE the 
> computer tries to load up the OS.
>  
> Depending on the age of your Mac this may be called Apple Hardware Test (for 
> pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
> June 2013). The basic procedure is the same in both cases - disconnect 
> external device, shut down the Mac and then switch on and hold down the D key.
>  
> You should first read the Apple support articles here:
>  
> How to use Apple Hardware Test on your Mac  
> https://support.apple.com/en-au/HT201257
> How to use Apple Diagnostics on your Mac  
> https://support.apple

Re: Serious problem

[Patricia Scott]

Hi, Neil,

The simple constraint is that the only items showing on the monitor are the 
Apple and the  progress bar — absolutely nothing to click or see. At least, it 
is rigorously protecting the computer.

I just now have written to Daniel.

Again, thanks — WAMUG rocks!

Cheers,
Pat

> On 15 Aug 2019, at 3:12 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> When you say “it didn’t work” are you saying that following the instructions 
> for the hardware test/diagnostics failed to initiate the hardware tests (ie 
> the hardware tests did not run) – or are you saying that they ran OK but did 
> not indicate any problem?
>  
> You may be right when you say the problem is the botched changes to the 
> security panel – but in that case I would expect that, while the problem 
> might prevent the computer from booting up, the hardware test should run OK.
>  
> If the hardware test does not even run I would have thought it suggests other 
> problems.
>  
> But maybe you do need someone with more experience to look at it – maybe try 
> Daniel?
>  
>  
> Just my thoughts.
>  
> Please let us know how it all turns out.
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 13:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi, Neil,
>  
> Thank you for this information, it’s a good thing to know. I tried it, but it 
> didn’t work, at least for this kind of situation. I am pretty sure that the 
> problem is the botched changes to the security panel: it has locked down the 
> whole computer and will need the attention of a trained person.
>  
> Thanks,again,
>  
> Pat
>  
> 
> On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> If it was me, I would first try and ascertain whether it was a hardware 
> problem or just the OSX installation which had got messed up.
>  
> I am assuming that you don’t have a bootable clone of the Mac that predates 
> your problem? If you did you could just try booting up from the clone and if 
> it was just  the OSX installation which had got messed up then the Mac should 
> boot up OK from the clone.
>  
> If that was the case you could just clone the clone back to the main HD and, 
> in effect, rewind your system to the pre-problem status.
>  
>  
>  
> However, assuming you don’t have that option then the fact that the screen 
> gets as far as the white Apple shows that the hardware is working on some 
> level - but does not rule out hardware problems. Apple computers include 
> high-level hardware test/diagnostics routines which you can run BEFORE the 
> computer tries to load up the OS.
>  
> Depending on the age of your Mac this may be called Apple Hardware Test (for 
> pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
> June 2013). The basic procedure is the same in both cases - disconnect 
> external device, shut down the Mac and then switch on and hold down the D key.
>  
> You should first read the Apple support articles here:
>  
> How to use Apple Hardware Test on your Mac  
> https://support.apple.com/en-au/HT201257
> How to use Apple Diagnostics on your Mac  
> https://support.apple.com/en-au/HT202731
>  
> Be aware that the tests can take some time to complete – so don’t worry if it 
> seems “stuck” for a while.
>  
> If the Mac passes this test, you should probably look at reinstalling the 
> system – but the best approach will depend on what sort of backups/clones you 
> have.
>  
> Hopefully, this should give you a much clearer picture of just where your 
> problem lies.
>  
>  
> HTH
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 09:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi,Ronni,
>  
> Thank you very much for the information. Unfortunately, it didn’t work. The 
> same black screen with just a white Apple is all that is visible.
>  
> I read all the rest of the support information, and I think the only option 
> is to take it in to a repair shop and hope for the best.
>  
> Again, many thanks,
> Pat
> 
> On 15 Aug 2019, at 6:37 am, Ronni Brown  wrote:
> 
> Hello Pat,
>  
> You could try:
> Shut down your Mac, then turn it on and immediately press and hold these four 
> keys together: Option, Command, P, and R. 
> You

Re: Serious problem

[Patricia Scott]

Hi, Neil,

Thank you for this information, it’s a good thing to know. I tried it, but it 
didn’t work, at least for this kind of situation. I am pretty sure that the 
problem is the botched changes to the security panel: it has locked down the 
whole computer and will need the attention of a trained person.

Thanks,again,

Pat


> On 15 Aug 2019, at 1:19 pm, Neil Houghton  wrote:
> 
> Hi Pat,
>  
> If it was me, I would first try and ascertain whether it was a hardware 
> problem or just the OSX installation which had got messed up.
>  
> I am assuming that you don’t have a bootable clone of the Mac that predates 
> your problem? If you did you could just try booting up from the clone and if 
> it was just  the OSX installation which had got messed up then the Mac should 
> boot up OK from the clone.
>  
> If that was the case you could just clone the clone back to the main HD and, 
> in effect, rewind your system to the pre-problem status.
>  
>  
>  
> However, assuming you don’t have that option then the fact that the screen 
> gets as far as the white Apple shows that the hardware is working on some 
> level - but does not rule out hardware problems. Apple computers include 
> high-level hardware test/diagnostics routines which you can run BEFORE the 
> computer tries to load up the OS.
>  
> Depending on the age of your Mac this may be called Apple Hardware Test (for 
> pre June 2013 machines) or Apple Diagnostics (for machines introduced after 
> June 2013). The basic procedure is the same in both cases - disconnect 
> external device, shut down the Mac and then switch on and hold down the D key.
>  
> You should first read the Apple support articles here:
>  
> How to use Apple Hardware Test on your Mac  
> https://support.apple.com/en-au/HT201257
> How to use Apple Diagnostics on your Mac  
> https://support.apple.com/en-au/HT202731
>  
> Be aware that the tests can take some time to complete – so don’t worry if it 
> seems “stuck” for a while.
>  
> If the Mac passes this test, you should probably look at reinstalling the 
> system – but the best approach will depend on what sort of backups/clones you 
> have.
>  
> Hopefully, this should give you a much clearer picture of just where your 
> problem lies.
>  
>  
> HTH
>  
>  
> Cheers
>  
>  
> Neil
> --
> Neil R. Houghton
> Albany, Western Australia
> Tel: +61 8 9841 6063
> Email: n...@possumology.com
>  
>  
> From:  on behalf of Patricia 
> Scott 
> Reply-To: WAMUG 
> Date: Thursday, 15 August 2019 at 09:58
> To: WAMUG 
> Subject: Re: Serious problem
>  
> Hi,Ronni,
>  
> Thank you very much for the information. Unfortunately, it didn’t work. The 
> same black screen with just a white Apple is all that is visible.
>  
> I read all the rest of the support information, and I think the only option 
> is to take it in to a repair shop and hope for the best.
>  
> Again, many thanks,
> Pat
> 
> On 15 Aug 2019, at 6:37 am, Ronni Brown  wrote:
> 
> Hello Pat,
>  
> You could try:
> Shut down your Mac, then turn it on and immediately press and hold these four 
> keys together: Option, Command, P, and R. 
> You can release the keys after about 20 seconds, during which your Mac might 
> appear to restart.
> 
> https://support.apple.com/en-us/HT204063
>  
> Kind Regards,
> Ronni
> 
> 
>  Ronni Brown’s iPad Pro 12.9-inch 256GB 
>  
> 
> On 14 Aug 2019, at 3:56 pm, Patricia Scott  wrote:
> 
> I have a Wacom pen tablet. Yesterday a message came up on the computer that 
> the firmware for the tablet needed to be updated because in the new Mojave 
> update 
> Apple neglected to classify Wacom as safe software, and it was necessary for 
> users to modify items in the Security Preferences panel.
> 
> So I read the instructions and followed them (I thought).
> Unfortunately, I think I omitted a step and then tried boot the computer. The 
> result was that the monitor now shows only the white Apple and the stalled 
> progress bar.
> 
> I did a Safe boot, but it didn’t work.
> 
> I hope the really savvy members might know how this can be remedied. 
> 
> Pat
> -- The WA Macintosh User Group Mailing List --
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> Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
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> Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
> Settings & Unsubscribe - 
> <http://li

Re: Serious problem

[Patricia Scott]

Hi,Ronni,

Thank you very much for the information. Unfortunately, it didn’t work. The 
same black screen with just a white Apple is all that is visible.

I read all the rest of the support information, and I think the only option is 
to take it in to a repair shop and hope for the best.

Again, many thanks,
Pat

> On 15 Aug 2019, at 6:37 am, Ronni Brown  wrote:
> 
> Hello Pat,
> 
> You could try:
> Shut down your Mac, then turn it on and immediately press and hold these four 
> keys together: Option, Command, P, and R. 
> You can release the keys after about 20 seconds, during which your Mac might 
> appear to restart.
> 
> https://support.apple.com/en-us/HT204063
> 
> Kind Regards,
> Ronni
> 
>  Ronni Brown’s iPad Pro 12.9-inch 256GB 
> 
> 
>> On 14 Aug 2019, at 3:56 pm, Patricia Scott  wrote:
>> 
>> I have a Wacom pen tablet. Yesterday a message came up on the computer that 
>> the firmware for the tablet needed to be updated because in the new Mojave 
>> update 
>> Apple neglected to classify Wacom as safe software, and it was necessary for 
>> users to modify items in the Security Preferences panel.
>> 
>> So I read the instructions and followed them (I thought).
>> Unfortunately, I think I omitted a step and then tried boot the computer. 
>> The result was that the monitor now shows only the white Apple and the 
>> stalled progress bar.
>> 
>> I did a Safe boot, but it didn’t work.
>> 
>> I hope the really savvy members might know how this can be remedied. 
>> 
>> Pat
>> -- The WA Macintosh User Group Mailing List --
>> Archives - <http://www.wamug.org.au/mailinglist/archives.shtml>
>> Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
>> Settings & Unsubscribe - 
>> <http://lists.wamug.org.au/listinfo/wamug.org.au-wamug>
> -- The WA Macintosh User Group Mailing List --
> Archives - <http://www.wamug.org.au/mailinglist/archives.shtml>
> Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
> Settings & Unsubscribe - 
> <http://lists.wamug.org.au/listinfo/wamug.org.au-wamug>
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Serious problem

[Patricia Scott]

I have a Wacom pen tablet. Yesterday a message came up on the computer that the 
firmware for the tablet needed to be updated because in the new Mojave update 
Apple neglected to classify Wacom as safe software, and it was necessary for 
users to modify items in the Security Preferences panel.

So I read the instructions and followed them (I thought).
Unfortunately, I think I omitted a step and then tried boot the computer. The 
result was that the monitor now shows only the white Apple and the stalled 
progress bar.

I did a Safe boot, but it didn’t work.

I hope the really savvy members might know how this can be remedied. 

Pat
-- The WA Macintosh User Group Mailing List --
Archives - 
Guidelines - 
Settings & Unsubscribe - 

password problems

[Patricia Scott]

I almost have things sorted out. Apple is chasing me with verification codes 
but I just don’t know where to find them. They are not in iMessages or on the 
iPhone app. They have been sent several times.

Where else should I look?

Pat

-- The WA Macintosh User Group Mailing List --
Archives - 
Guidelines - 
Settings & Unsubscribe - 

Password problem update

[Patricia Scott]

I have now supposedly reset my password 3 times, except none of them have 
worked. Apple ‘support’ has not helped at all. The automated system does not 
target the right objectives. It drags in my phone and iPad and tries to make 
new passwords for them, when it is the computer that needs it.

I asked for a chat; the response was, we will get to you in 2 minutes. 20 
minutes later it blanked out. Another page asked for the serial number. I 
assumed they meant for the computer. I found the number on the bottom and duly 
typed it in. Message came up: “this is not a valid serial number”. But it is.

So I am hoping WAMUG has some better advice. 

Hopefully,
Pat
-- The WA Macintosh User Group Mailing List --
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Need password help

[Patricia Scott]

Dear WAmuggers,

I changed the PW for my desktop computer yesterday. Today I tried to start the 
computer, but the PW was ‘wrong’. 

I looked for help on the Apple website, and followed the convoluted 
instructions to make a new PW. But the new PW doesn’t work — or does it take 
more time?

My phone and iPad were involved in this process as well, so I am not sure which 
devices use the new password or what I should do next.

Pat
-- The WA Macintosh User Group Mailing List --
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Re: Blocked iPhone

[Patricia Scott]

Hi, Ronni,

This has been an on-going comedy of problems. I went back to the Telstra shop 
and they said it was Apple that did the blocking, and that they would notify 
Apple to unblock in 72 hours -- that was 2weeks ago. When I next connected the 
phone to the computer, I was asked for the password, which I knew was in my 
Keychain. But, I bought the phone in2012, and they would not accept that 
password. This was before the second layer of ID verification was started.

The phone in question is an old iPhone 4 and the battery is failing, so I have 
just bought a refurbished iPhone SE. The IPhone 4 can be retired now to 
plugged-in alarm clock duties.

One problem still remains: I had been successful in recharging the Telstra 
credit on it, so now I will try to persuade Telstra to transfer the remaining 5 
months of credit to the new phone.

Thanks very much!
Pat

> On 5 Jul 2017, at 12:16 pm, Ronni Brown  wrote:
> 
> Hi Pat,
> 
> What was your result with this blocked iPhone problem?
> Did you end up having to ‘Reset iPhone Passcode’ and 'Restore the iPhone from 
> a backup’?
> 
> Cheers,
> Ronni
> 
>>> On 15 Jun 2017, at 1:28 pm, Ronni Brown  wrote:
>>> 
>>> 
>> 
>>> On 15 Jun 2017, at 11:21 am, Pat  wrote:
>>> 
>>> I hope this isn’t too far off topic. My husband recharged his iPhone 4 at a 
>>> Telstra shop but didn’t know the password or Apple ID because I have been 
>>> managing the phone for him on my computer. I tried to unblock it on the 
>>> phone itself, but there are too many passwords involved — Apple and Telstra 
>>> -- and I didn’t hit on the correct one, which made the phone even more 
>>> unresponsive.
>>> 
>>> I have just sorted out the ID and password with Apple, but the The phone is 
>>> on iOS 7.3 so it is not listed as one of my devices.
>>> 
>>> I searched on the Telstra site for info about how to unblock an iPhone, but 
>>> everything seemed to be about unlocking a phone. I didn’t buy the phone 
>>> from Telstra. The only Unblock iPhone mention on community support was not 
>>> relevant to this situation.
>>> 
>>> Where do I go from here? I hope someone can help.
>>> TIA,
>>> Pat
>> 
>> 
>> Hi Pat,
>> 
>> I’m having trouble trying to understand what you actually mean… to charge 
>> his iPhone he should not have required his Apple ID?
>> Was it the PASSCODE to unlock for the iPhone that your husband did not know?
>> 
>> How to Reset iPhone Passcode
>> 
>> If you forgot your iPhone passcode you can bypass the lock screen completely 
>> and reset the passcode by using iPhone recovery mode.
>> 
>> Warning: This will require you to restore your iPhone or iPod touch, this 
>> means you’ll lose all data on the device and be back to factory settings.
>> 
>> Bypass & Reset the iPhone Passcode
>> Disconnect the USB cable from the iPhone, leave the other end connected to 
>> your Mac/PC
>> Launch iTunes
>> Press and hold the Home and Power button on the top of the iPhone to turn 
>> off the device
>> Press and continue to hold the Home button while you reconnect the USB cable 
>> to your iPhone,  
>> this will cause the iPhone to turn on
>> Continue to hold the Home button until an alert message in iTunes appears 
>> that an iPhone in recovery mode has been detected
>>  Now that the iPhone is in recovery mode, you must restore the device:
>> From iTunes, look under the “Summary” tab
>> Click on the “Restore” button within iTunes
>> This will wipe all files, settings, and apps from the iPhone, including the 
>> passcode. 
>> 
>> When the restore is finished, the iPhone will be at the factory settings. At 
>> this point you can choose to start from scratch or to restore the iPhone 
>> from a backup.
>> 
>> 
>> Cheers,
>> Ronni
>> 
>> 13-inch MacBook Air (April 2014)
>> 1.7GHz Dual-Core Intel Core i7, Turbo Boost to 3.3GHz
>> 8GB 1600MHz LPDDR3 SDRAM
>> 512GB PCIe-based Flash Storage
>> 
>> macOS Sierra 10.12.5
>> 
>> 
>> 
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