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Iphone Upgrade problem

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Alistair Robertson 118/01/2022 12:16:40
144 forum posts
6 photos

Hi,

My good lady has bought a new but second hand Iphone from a reputable seller. She bought her last phone from the same company.

Last time we transferred the data from the old phone to the new with no problem using the Icloud process. I did the same this time and everything seemed fine. But when I tried to download a new NHS app it would not work as it said there was no Apple ID and i noticed that no Emails had been saved over.

I decided to go to an Apple shop with the two phones and the guy said "No Problem" Well 10 minutes later a frowning expert says "this will take about 30 minutes, can you please come back later" 90 minutes later I go back to a shop with 4 staff standing looking at my phones and in deep conversation. They had decided that something had gone wrong with the data transfer and the situation was terminal! The phone will work as a phone but not as a smartphone.

Has anyone else had a similar problem?

John Doe 218/01/2022 13:34:07
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75 forum posts
6 photos

Not iPhone to iPhone. I assume both phones are on the latest iOS? Have you checked the Apple App store for updates to the NHS App?

Otherwise unless the 'new' phone is quite old, it might possibly have been refurbished with non Apple parts? Maybe not the vendor, but someone they bought it from.

I would not be surprised if Apple have a software means of identifying non Apple parts.

I think I would return the phone to the vendor and get your money back. They have sold you a product which is not fit for purpose - research the UK sale of goods act.

 

Interestingly, I recently had a (different) issue with my Apple ID, which two Apple geniuses at the Apple shop and two Apple telephone geniuses have not resolved. I am waiting for my son to visit to sort it.

Edited By John Doe 2 on 18/01/2022 13:36:52

Edited By John Doe 2 on 18/01/2022 13:40:42

John Haine18/01/2022 14:55:21
4621 forum posts
273 photos

Once upon a time I was an Apple evangelist. But now I just think they are overpriced and have totally lost sight of what the customer needs. This is the kind of thing that makes me think this.

Frances IoM18/01/2022 15:25:04
1247 forum posts
28 photos
it's part of their marketing - if you can't afford the latest then you shouldn't buy into this treadmill of non-repairability and engineered obsolescence.
Clive Foster18/01/2022 15:54:59
3099 forum posts
107 photos

Getting back on topic it seems that you have fallen foul of one of the security demons protecting the information accessed via your Apple ID. Apple does take security of user information pretty seriously and has automated procedures intended to prevent an unauthorised user taking control of your Apple ID and thereby getting access to your data.

I presume it interpreted transfer to the new phone as being an attempted hijack and blocked the account. Presumably with both phones being close together the system assumed that your original phone had been stolen so a nefarious person could be assumed to have control of both phones.

If you have an Apple computer with access to the same ID it should either still work, so verifying that the ID still exists and is live, or at least provide the independent verification needed to re-construct access. Which, as I understand it, is deliberately made not easy. If the ID is just on the phone it may well be gone for good, along with your data. There are some triggers for an automatic block / wiping of the ID which simply cannot be unwound. Especially if your data is encrypted.

Most likely I think if the new phone has the "secure enclave" and the old one didn't. Secure enclave is supposed to make it easier to handle secure data and to verify that the owner is in control of the phone but it demands pretty careful following of the procedure. I'd not care to go from a non secure enclave phone to one with it via the automated procedure. Too much potential for hard fails. I'd certainly not care to do so for a second hand phone where you cannot be sure that the secure enclave has been properly cleared and re-virginised.

You just have to hope that your local experts haven't made a major error and locked everything down. Usually Apple provides a way back for typical "inadvertent customer" type errors.

Fingers crossed.

Clive

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