@ Nice chatting with you. Case ID: 101084640991 Here's the transcript of your chat with Apple Support: 5/11/2020, 7:06:01 AM Duration 36 minutes 53 seconds Ferds Thanks for contacting Apple Support. My name is Ferds. How can | help you? Ferds Hey there! Hope you're doing great today! ‘So what understand so far is about restoring your device to factory settings. Can you tell me more about it? sakhr alshalbani Cannot Reset Security Questions sakhr alshalbani i want to reset my iphone sakhr alshalbani when i started to do that , your website asked me to give me asnwers about security questions sakhr alshalbani i forgot security question's answers Ferds Got it sakhr alshalbani could do you reset the security question or reset my iphone to factory setting Ferds I'm sorry to hear that you have forgotten the answer to security questions. Don't worry I'll do my best to help you today. Ferds https://iforgot.apple.com/ Ferds Please verify your Apple ID? For documentation purposes.Ferds If you forgot the answers to your Apple ID security questions sakhr alshalbani Cannot reset security questionsWe do not have sufficient information to reset your security questions. sakhr alshalbani itis better to reset my iphone to factory setting sakhr alshalbani please sakhr alshalbani i do all the above steps Ferds What happened to your device? Is it now in Activation lock and you need to sign in your Apple ID? sakhr alshalbani when i tried to update it, it doesnt accept to update and don't it gives me black screen sakhr alshalbani ithas stoped for one year sakhr alshalbani i want to install an operating system to use it sakhr alshalbani ru there? Ferds Just to clarify, your can't see anything on your iPhone. It has a black screen but powered on? sakhr alshalbani yes sakhr alshalbani i used i tune to restore the IOS , but every time gave me an error Ferds What error do you get? sakhr alshalbani i did many ways to find a sulotion for this problem, but nothing work sakhr alshaibani last error is error29 sakhr alshaibani befor it was error3194 sakhr alshalbani im using windows 8.1Ferds k thank you for the details. Where did you install Tunes app? From Microsoft Store or Apple's website? sakhr alshalbani apple website Ferds Please verify the version of iTunes app. 10pen iTunes. 2From the menu bar at the top of the iTunes window, choose Help > About. sakhr alshalbani microsoft does not accept to download because it require windows 10 sakhr alshaibani the itune installed is the last version sakhr alshalbani Version 12.10.6.2 sakhr alshalbani i checked everything sakhr alshalbani i searched in the internet sakhr alshalbani but it doesn't work sakhr alshalbani apple has no agent here in my country sakhr alshalbani so any apple's device has problem just forget it and throw the device sakhr alshalbani because it can't be fix Ferds By the way, have you tried to use a different computer to restore your phone to factory settings? sakhr alshaibani no sakhr alshalbani i disabled all anitviruse in my computer Ferds That's actually a very good steps to begin with, because some antivirus prevent your device from extracting the software. sakhr alshalbani i think reset iphone to factory setting could work sakhr alshalbani what about windows firewallsakhr alshalbani i did not disabled it Ferds Yes it should be turned off. Ferds Ifyou see Error 3194, Error 17, or "This device isn't eligible for the requested build’ on your computer— sakhr alshalbani error 29 means battery should be replace , that what i read in your website sakhr alshalbani ifixed error 3194 sakhr alshaibani now the error is 29 sakhr alshalbani please reset my iphone , then i will turn off firewall Ferds If you see an error in Finder or ‘Tunes on your computer. alte alshalbanl. we need to use a different computer to troubleshoot your phone. idid all the above Steps sakhr alshalbani what about resetting my iphone sakhr alshalbani reseting iphone is one of the sollution i found in the internet sakhr alshalbani it will help Ferds This is how to erase the device by restoring it to factory settings using a computer. This is the best and proven troubleshooting steps for any software related issues. If your phone can't be fixed by restoring to factory settings, then we can say 100% that the issue is within its hardware and we need to service your phone. sakhr alshaibani after resetting the iphone a fresh copy of IOS will be installed Ferds Yes that's what happened after restoring to factory settings. sakhr alshalbani so please resette it sakhr alshalbani could you restore it Ferds ..Oh that can only be done using a computer, we can't do that remotely. Since you have done all the troubleshooting steps. At this point, I'm looking for a possible hardware issue it is best to have it check at our Apple Authorized Service Provider or Apple Retail Store.sakhr alshalbani ok i will do it myselfy with my PC sakhr alshalbani but can't reset my security question sakhr alshalbani could you reset my security question Ferds We don't have option to reset any Apple ID, we don't have access to it. It can only be reset to our website which I provided to you. If that won't work. You may need to create a new one. sakhr alshalbani we have no agent for Apple in my country sakhr alshalbani i told you that before Ferds Then there no other option but to travel and service your phone. sakhr alshalbani what do you mean by create new one? sakhr alshalbani new apple ID? sakhr alshalbani do you want me to travel to fix an iphone , that is impossible sakhr alshalbani just reset the question, itis part of your services Ferds [regret to inform you that your device is now considered as either Vintage or Obsolete. This means your device was either manufactured more than 5 years ago or Apple has discontinued manufacturing the unit more than 7 years ago. We can service your phone to an Authorized Apple Service Provider but | couldn't guarantee that they have the parts to repair your device. sakhr alshalbani or make it available in your website sakhr alshalbani ithas no problem with hardware sakhr alshalbani in needs to reset and that's it Ferds Ifthe device has been restored but couldn't make it, that means your phone has a hardware issue.Ferds If you can't travel to other country to repair your phone. I'm sorry there's no other way to fix it. sakhr alshalbani ok sakhr alshalbani thank you for your valuable time Ferds You're most welcome. Ferds Thank you for contacting Apple Support. Agair chatting with you and have a great day to you! my name is Ferds. | enjoyed Ferds Have a wonderful day! Stay safe! @ Sincerely, Apple Support TM and copyright 2020 AIlRights Reserved | Privacy Policy | Support stions, pl lease visit support apple.comicontact.