Switching to a Mac

Second Level Support for iTunes

iTunes has not been able to open for months. I’ve been limping along:

• Now dull playlists
• Getting photos off phone through Dropbox app
• Buying new music from Amazon and listening through Amazon Cloud Player for iOS.
• Backing up the iPhone on a dedicated library and through the air. Somehow. Hopefully.

Miles 877 416-4271 x57596

Case ID: 443929729 The case ID changed when Apple switched from iPhone problems to software problems.

[Level I support had me install the latest version of iTunes. It did not change anything.]

Checked that folders were not locked.

Checked that had correct permissions on files

Updated Router firmware

Did Port mapping on AirPort Extreme per GoFlex Home Router Configuration Wizard.

Next step: contact Seagate to get iTunes library accessible.

Will probably lose all iTunes metadata, just like with MusicMatch, and last time I had big iTunes problems in 2007. Can no one solve the problem of managing music?

Case 395129866
[Default email: Settings->email, etc.-> (scroll down)Default accounts] Apple Rep: “A lot of clutter in the Settings.”
(30-pin connector is not standard across devices, i.e., audio output for iPod is not same as audio output for iPhone. That’s why iHome device did not work.)
Battery issue: appt with store for swap out.
…waiting issue: can’t look at App Store -> escalation
After 28 minutes of call and hold for second-level support, disconnected.

–

Case 395142425 on callback

Going to sr-level advisor

Jay -

877 388-0879 x40831

iPhone icons that are stuck on waiting are lost. There’s no way to find out what these stalled application are without comparing all of purchased vs what I have installed now vs what I’ve deleted. What’s remaining *may* be the ones I was downloading.

Reset: Reset Network Settings under Store.

Waiting icons

Set up to do a reset, and icons went away. Went in to iTunes, found the device, did a manual backup (to local MBPro), then, without explaination, waiting icons went away: perhaps when transferring purchases it cleaned it up.

Set up appointment for battery replacement.

My first app from the OSX app store was FaceTime. It installed with the audio settings (which were in the Video menu, go figure) so that my audio was going to Soundbooth. Sheesh. Took a trip to the Genius Bar (or else it would have been a $50 support call) for Apple to uncover what happened.

I’ve been narrowing down the problem with texting on my iPhone 4 in iOS 5. It seems that some folks hadn’t been getting my texts, but I had no way to know that they were getting silence from me.
Working with Verizon. 25 mins, then transfer to Apple, which did not go through.

Set up call from Apple. Now on the phone with Apple: 357142991.

Troubleshooting has led to the point of doing a restore, which will require upgrading to iOS6, which I don’t want to do. Close out Text App. Reset network settings: Settings->General->Reset->Network

Sr. Daniel

Going to have to troubleshoot with receiving end, which is not possible at this time.

Daniel

877 203-0418 x1121153
6AM-3PM PT W-Sun

Continuation of Case #348766445.

iCloud backup of iPhone: automatically every 24 hours. Can do manually more frequently.

3rd Party Apps: All data is in settings, app can be downloaded again. If it’s not on the store, I have to wait until I’m back to my syncing machine to get it back

The closed system that Apple creates still does not allow flexibility. I can’t have two computers with OSX and sync with my iPhone.

Will read articles from Apple on how to work around their closed system so it works together.

Case #348764965 – Hung up. Case #348766445 -
Many apps wiped out: OmniFocus and 1Password are the main ones I noticed and that generated my call. iPhone backups on MacBook Pro and iMac are out-of-date. The best backup is in iCloud. Sr. Advisor: Able: “I would be weary too,” speaking of my iCloud backup reliability. I have one iTunes library. Apple says that even though I have one iTunes library, I can’t sync with that library on two machines. It makes no sense. We are going to have to wipe my iPhone. We are doing manual backups. Then try restoring from iCloud backup. “Erasing all content and settings will not force me to update iOS.” Even though my settings in iCloud say Off, iCloud backs up the data. iOS->Settings->iCloud: List of On/Off is about syncing data. Backup to iCloud is a backup. Reset settings and content, then restarted. Had to set up phone. Got message, “Could not activate iPhone.” Had to plug iPhone in to MacBook Pro. Got to an Apple/Verizon screen that needed information that had been wiped from the phone with the last sync. Argh. Will have to call back. 101 minutes.

Able 877 416-4271 x67938 12-8:30 S-Th — 7:30PM

Resetting iPhone again. Will try to restore to iCloud backup. –10:30PM Verizon says that 3G is not an internet connection. Can’t have WiFi and 3G on at the same time. Idiots. Backup from iCloud failed.

—

10/3/12

Troubleshooting my missing non-Apple-purchased songs. Syncing iPhone 4 with laptop. This is now my sync machine. 83 minutes. I hung up because this is taking so long.

Case: 337591008 – call-in case #

Case: 337607757 – actual case #

I started noticing that some emails that were on my iPhone were not on my Apple Main inbox on my MacBook Pro. Who knows how long this has been going on? I missed an appointment yesterday because I didn’t get a reply to an email I sent from my MBPro. Incredibly frustrating, considering these things are supposed to just work. What is the point of entering a closed system if it doesn’t work?

He’s asking me the same question over and over. I keep giving the same answers. It’s frustrating.

55 minutes

William

Still can’t tell me how to determine what email address an email was sent to on my iPhone. It brings up my Contact information with three email addresses.

84 minutes total time without even being able to answer the simplest of questions.

Call back: Stephen Macdonald

stephen.macdonald@apple.com

877-388-0879 x51251

M-F 11:30-8PM PT

Explained everything again.

In Apple Mail, Windows Menu, select Connection Doctor.

1. Determine Account that has problem, or select all email accounts. Note if they are POP or IMAP. If they are POP, you may lose your email. Only do with IMAP.
2. In Apple Mail, select Mailbox menu.
3. Select Rebuild.

Took 20 minutes to do this basic thing. Why didn’t the other people know this?

To fix hot spot -
On iOS5
Settings->General->Reset->Reset Network Settings
Then *228, then 1.
This brought back network after turning on hot spot.

—

Later the same evening, couldn’t connect to Personal Hotspot again. Verizon Levels 1&2 to Apple senior support. Verizon had me do everything I did this morning again, and asked me the same questions over and over.

Going to force me to upgrade to 5.1.

James

Case #: 301 613 127

877 388-0879 x41359

–Called back

Express router is the problem. Go to Apple store.

Shirley

Case #297639938
Worried that the next iOS update will further slow down my iPhone 4.

“Don’t have to upgrade.”

Next issue: Google contacts not syncing

-turn off and back on. Will not delete contacts.

Joel – Sr Advisor

What a mess.

Having to delete all contacts from phone. Will lose data. Changing from iCloud, iPhont/iTunes, and Exchange syncing to only Exchange syncing of Contacts on my iPhone.

Last step: gMail contacts as base. Find iCloud vcard backup, bring in to gMail, dedupe. Next find Address Book back up/data and add gMail, dedupe.

After a while, I lose my WiFi connection from my Apple Macbook Pro to the Apple Airport Express, or, seemingly, to the Internet. The only solution is a restart.

1. 1. My first troubleshooting, which never works once I’ve lost connection, is to turn off the Airport. It does not work because then I am not able to turn the Airport back on. Either in the top menu icon or in Network Preferences, the command to turn it on is unresponsive. It just doesn’t work. It stays off.
   If I restart, then turn Airport off then on, it does work.
2. It may be related to my GoFlex Home, but I can’t see how. It seems to happen while TimeMachine is running and I try to run iTunes (which has its library and music on the GF Home). Still testing this out.
3. I renewed DHCP leases.
4. I performed a reset of PRAM
5. I did a no-power reset

Apple wants $49 to help me with this, and searching Apple’s support site is, as always, useless.