tallboy292
Level 1 (9 points)
iPhone

Q: iPhone SE frozen on update to iOS 9.3.1

New iPhone SE, synced first time to iMac, advised to update to iOS 9.3.1, so I did. Now phone is frozen. First on white screen. I forced shutdown, reboot, now frozen on black screen/white apple logo. When i try to sync to iTunes, phone just bleeps. iTunes says it cannot comm with phone and i must enter passcode but phone frozen. Advice pages don't seem to have this scenario. Help!

Posted on Apr 4, 2016 12:56 PM

by Carolyn Samit,Apple recommended
Carolyn Samit Carolyn Samit
Level 10 (124,577 points)
Apple Music
A:

Whether you're using a PC or Mac, make sure you have the latest version of iTunes installed.

 

Help for updating either Mac or Windows here > Get the latest version of iTunes - Apple Support

Posted on Apr 4, 2016 1:02 PM

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tallboy292

Q: iPhone SE frozen on update to iOS 9.3.1

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  • Helpful answers

  • by Carolyn Samit,Apple recommended

    Carolyn Samit Carolyn Samit Apr 4, 2016 1:02 PM in response to tallboy292
    Level 10 (124,577 points)
    Apple Music
    Apr 4, 2016 1:02 PM in response to tallboy292

    Whether you're using a PC or Mac, make sure you have the latest version of iTunes installed.

     

    Help for updating either Mac or Windows here > Get the latest version of iTunes - Apple Support

  • by elcpu,Apple recommended

    elcpu elcpu Apr 4, 2016 1:07 PM in response to tallboy292
    Level 6 (16,265 points)
    Photos for Mac
    Apr 4, 2016 1:07 PM in response to tallboy292

    Try Recovery Mode:

    Turn off your iPhone.

    Connect the phone charging cable to the computer only (not to the iPhone yet).

    Open iTunes on your computer.

    Press and hold the power button on your phone and don’t let go.

    Connect the cable to the phone while keeping the power button pressed down.

    Wait until the computer detects the phone and wait for it to restore.

    Restore as New first and then restore from backup(s) if desired.

    https://support.apple.com/en-us/HT201263


    If this does not work, take it back and ask them to fix it or give you a new one.

  • by javaliga,Apple recommended

    javaliga javaliga Apr 4, 2016 1:11 PM in response to Carolyn Samit
    Level 4 (3,810 points)
    iCloud
    Apr 4, 2016 1:11 PM in response to Carolyn Samit

    and you will need OS X version 10.8.5 or later on your iMac.

  • by tallboy292,

    tallboy292 tallboy292 Apr 5, 2016 10:49 AM in response to tallboy292
    Level 1 (9 points)
    iPhone
    Apr 5, 2016 10:49 AM in response to tallboy292

    Thanks to all comments. Got sorted via Apple Chat anyway but all useful tips. I know what to do if it happens again.

  • by jmoneyvancity,

    jmoneyvancity jmoneyvancity Apr 19, 2016 1:00 PM in response to tallboy292
    Level 1 (4 points)
    Apr 19, 2016 1:00 PM in response to tallboy292

    Hi tallboy292, exactly the same thing happening to me my new phone is unusable at the moment, frozen on white screen, says slide to upgrade and I punch in my code and it buzzes/bleeps and back to frozen white screen. Can you tell me what solution you got from Apple that worked? Thanks!

  • by tallboy292,

    tallboy292 tallboy292 Apr 20, 2016 2:20 AM in response to jmoneyvancity
    Level 1 (9 points)
    iPhone
    Apr 20, 2016 2:20 AM in response to jmoneyvancity

    HI, this is what I did and it worked for me:

    Force Restore - connect to Mac; hold down Home and Screen buttons until iTunes screen appears on the phone screen ( image of wire plugging into device). iTunes on the Mac then prompts you to hit the Restore button on the Mac screen. This reset the phone.

     

    the key is to hold down the two buttons for quite a few seconds until this screen appears.

  • by Durans1,

    Durans1 Durans1 May 3, 2016 4:25 PM in response to tallboy292
    Level 1 (4 points)
    iPhone
    May 3, 2016 4:25 PM in response to tallboy292

    So is Apple doing anything to address this issue, the freezing up, its gets very annoying. I sometimes cannot even answer my phone.