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Dorothy

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Everything posted by Dorothy

  1. Dear Michael, Thanks for joining in my forum and i am sorry for the delay reply. Yes, you can transfer PhoneRescue to another computer based on your needs. If there is anything i can help you with, please just let me know. Enjoy a nice day!😊
  2. Dorothy

    Deleted photos from gallery

    Dear Michael, Thanks for using our app and i am sorry for the delay reply. Yes, PhoneRescue can help recover deleted photos. https://www.imobie.com/guide/phonerescue-for-android/recover-from-android-device.htm But there are two necessary conditions: 1. Your phone has turned on USB debugging option: https://www.imobie.com/faq/android-faqs.htm#part2 2. Your phone has been rooted already. Android uses permissions in the file structure, every file, folder and partition, which has a set of permissions. These permissions decide who can view, write and execute a file—certain users have access, while users who don't have the right permissions are blocked from having access. Rooting device lets you get the permission as Super Administrator User in Android system. Once you get it done, you can do anything in Android system. After rooting device, you can use Deep Scan function to recover lost android data to your computer or device directly. It will be appreciated for your kind understanding. If there is anything i can help you with, please just let me know. Have a nice day!
  3. Dorothy

    Backup Fails Error Code 42

    Dear Member, Thank you so much for your kind patience on this issue. Yes, you can change the backup path under settings. Given the rare situation you encountered, i will report to our Development Team and send solution to you on tomorrow. Thanks again for your kind help and cooperation on this issue. Have a nice night!
  4. Dorothy

    Backup Fails Error Code 42

    Dear Member, Thanks you so much for your kind feedback. Yes, our Development Team will work on this issue. It will be appreciated for your kind understanding. About the AnyTrans backup location, here is the detailed path: https://www.imobie.com/faq/anytrans-for-ios-faqs.htm#part19 Would you please kindly give it a try? Yes, if you are using Air Backup option to backup your device, you can change the backup location based on your needs: https://www.imobie.com/guide/anytrans/air-backup-ios.htm Please kindly tell us whether it works for you or not. Thanks for your kind feedback in advance.
  5. Dorothy

    apple ID signing

    Hello David, Thank you so much for your kind feedback. Yes, i know the iTunes ID and iCloud ID. If you try to recover data from iCloud Backup, it will require you to enter your Apple iCloud ID and password. About " never recognizes my "Apple ID" at the second location ", i am wondering whether you turned on two factor authentication option for your Apple iCloud account before? If so, we would like to explain that Apple always values security and privacy of user’s data, and has provided a number of ways to secure user’s Apple ID and protect user’s privacy. One of the most common solutions is the two factor authentication, or called Apple ID verification code. So what is two factor authentication? Two factor authentication ensure your Apple ID account only to be accessed on devices you trust, like your iPhone, iPad, or Mac. When you want to sign in to a new device for the first time, you'll need to provide two pieces of information—your password and the six-digit verification code that's automatically displayed on your trusted devices. By entering the code, you're verifying that you trust the new device. It will be appreciated for your kind understanding. Given this situation, would you please refer to below post to turn off two factor authentication at first? https://www.imobie.com/guide/anytrans/how-to-turn-off-two-step-verification-in-icloud.htm If there is anything i can help you with, please just let me know. Thanks again for your generous support and cooperation on this issue.
  6. Dorothy

    Videos have no picture, just sound

    Dear MsMonny, Thanks for the detailed info. This issue is caused because these players ( MovieMaker, itunes, QuickTime and Windows Media ) are not supporting the videos shot with the newest XS Max due to compatibility issue. Given this situation, would you please use the player, named KMPlayer to play the video? Our Development Team have tested that. And it works. To get more info about KMPlayer: http://www.kmplayer.com/ Here are the download link for KMPlayer: For Windows 32-bit: http://update.kmpmedia.net/player/update For Windows 64 bit: http://update.kmpmedia.net/kmp64player/update I hope this player will help solve your issue. I am looking forward to your reply. Thanks for your kind feedback in advance.
  7. Hi, Danny, thank you so much for your kind feedback. Single license code can only be used for one computer. If you change or format computer, you can contact us to unbind your license code. After that, you can use it on your another computer. I truly hope that PhoneRescue would help you tackle issue. If there is anything i can help you with, please just let me know. Have a great day!🙂
  8. Dorothy

    Backup Fails Error Code 42

    Dear Member, Thanks for your kind feedback and i am sorry for the delay reply. I check this issue with our Support Team. And here are the solutions they provided. Would you please kindly give it a try? 1. Please find and rename this file: 54bb069101e020502af5dd61dea06d7788ff70bf You can find it from your backup path: H:\Iphone-BU\54bb069101e020502af5dd61dea06d7788ff70bf 2. For "Saved backups are stored in AnyTrans " issue, we'd like to tell you that usually, after AnyTrans back up your iOS device, your backup files can be found from the path below: C:\Users\user name\AppData\Roaming\Apple Computer\MobileSync\Backup I truly hope your issue can be solved with these solution. Thank you so much for your kind feedback and cooperation again.
  9. Dorothy

    Videos have no picture, just sound

    Hi, MsMonny, thanks for contacting us and i am sorry for this inconvenience. Yes, AnyTrans will help you transfer videos with sound and images. Sometimes the rare situation will happen if an error occurs during the converting process. Given this rare situation, would you please kindly cooperate with us for further diagnosis? 1. To start with, would you please kindly tell us your iPhone type (and iOS version) and the duration of the video? 2. If you transfer videos taken via iPhone 7 or higher, the default browser of your computer may not be compatible with playing these videos due to compatibility issue. Given this situation, would you please try to use another Player to play video? Thank you so much for your kind cooperation and understanding in advance.
  10. Dorothy

    Videos have no picture, just sound

    Hi, MsMonny, thanks for contacting us and i am sorry for this inconvenience. Yes, AnyTrans will help you transfer videos with sound and images. Sometimes the rare situation will happen if an error occurs during the converting process. Given this rare situation, would you please kindly cooperate with us for further diagnosis? 1. To start with, would you please kindly tell us your iPhone type (and iOS version) and the duration of the video? 2. If you transfer videos taken via iPhone 7 or higher, the default browser of your computer may not be compatible with playing these videos due to compatibility issue. Given this situation, would you please try to use another Player to play video? Thank you so much for your kind cooperation and understanding in advance.
  11. Hi, Danny, thanks for using our app and i am so sorry for the delay reply due to holiday vacation. It will be appreciated for your generous forgiveness. Yes, PhoneRescue will help you recover deleted photos from iPhone, iTunes and iCloud backup. So i recommend you to try all recovery modes. We design the trial version of PhoneRescue to help customer scan and preview the deleted data before purchasing it. If the trial version can help you scan out deleted data, the pro version can help you find them back. If the trial version cannot help you scan out deleted data, please do not purchase it. It will be appreciated for your kind understanding. Given this situation, would you please give the trial version a try? Yes, your system storage is limited. If you deleted pictures and videos, the new ones overwrite some of the Recently Deleted ones because it will release space for you. It will be appreciated for your kind understanding. If you have any questions or problems, please do not hesitate to contact us. Enjoy a nice day!
  12. Dorothy

    Activate license on new computer

    Hi, Dyeargers, i am so glad to hear from you. Moreover, i strongly hope our software would bring more conveniences to you. If you have any questions or problems, please just let me know. Have a nice day!😊
  13. Dorothy

    ITunes

    Hi, Richnye, thanks for contacting us and i am truly sorry for the delay reply due to vacation. It will be appreciated for your generous forgiveness. If your iTunes is installed from Microsoft Store, your iOS device is unable to be detected via iMobie software. To tackle this issue, you need to uninstall iTunes at first. And then, please download it from Apple official website. How to uninstall the iTunes installed from Microsoft Store on Windows 10? Please refer to the following instructions: 1. To start with, please click the Windows icon in the lower left corner of the desktop. And then, please find the iTunes icon. 2. Please right-click iTunes. Then the interface below will display. Please click the Uninstall button to remove iTunes. 3. After that, you will receive the following pop-up messages to confirm whether you want to uninstall iTunes or not. Please kindly click Uninstall. Next, iTunes will be uninstalled from your computer completely. Please kindly tell us whether it works for you or not. Thank you so much for your generous support and kind understanding in advance.
  14. Dorothy

    Backup Fails Error Code 42

    Dear, member, thanks for your kind feedback and i am sorry for the delay reply due to holidays vacation. It will be appreciated for your generous forgiveness. I check this issue with our Support Team. They tell me that they receive the log you sent. And our Development Team will analyze the log you sent and provide you with solution soon. Thank you so much for your kind understanding in advance. Enjoy a nice day!😊
  15. Dorothy

    Image File Size

    Hi, Mr. Chew Chew, thanks for using our app and i am sorry for the delay reply due to holiday vacation. To fix this issue, please refer to the following suggestions. 1. Please make sure you are using the latest version of AnyTrans. If not, please download the latest version of AnyTrans from our website directly: https://www.imobie.com/anytrans/download.htm 2. Please check whether all photos are viewable on your iOS device. 3. If problem persists, please connect your iPhone to Wi-Fi. Then, please go Settings > iCloud. Please check whether you have turned iCloud photo library and choose to optimize iPhone Storage. If so, it would cause that your photos are uploaded to iCloud and do not exist in your device temporarily. 4. Then, to solve this issue, please choose to download and keep Originals. After downloading photos to your device successful, you can transfer them normally. Here are the detailed instructions: https://www.imobie.com/guide/anytrans/get-started-ios.htm Please kindly tell us whether it works for you or not. Thanks for your kind feedback in advance.
  16. Dorothy

    Activate license on new computer

    Hi, Brice, thanks for contacting us and i am sorry for the delay reply. I unbind this license code. And you can use it now. If there is anything i can help you with, please do not hesitate to contact us. Enjoy a nice day!😊
  17. Hi, Kodama, thanks for using our app and i am sorry for the delay reply. Given the importance of your data, to avoid any data loss, PhoneRescue will back up your data at first. It will be appreciated for your kind understanding. If you do not want to keep these backups, you can delete them whenever you want under location: Mac: Users\Your computer name\Library\Application Support\com.imobie.PhoneRescue\ Backup Windows: C:User\Your computer name\AppData\Roaming\iMobie\PhoneRescue\Backup About the process, yes, i am sorry for you need to start to scan again. I am really sorry for the inconvenience may have caused to you. Thank you so much for your generous support and kind understanding in advance.
  18. Dorothy

    Backup Fails Error Code 42

    Dear, Member, thanks for using our app and i am sorry for the delay reply. Backup process will be influenced by the size of your data and the network. Given this situation, to help us make better analysis and find solution for you soon, would you please kindly send log to Support@imobie.com for better analysis? https://www.imobie.com/faq/anytrans-for-ios-faqs.htm#part44 Thank you so much for your kind understanding and feedback in advance.
  19. Dorothy

    Activate license on new computer

    Hi, Dyeargers, thanks for using our app and i am sorry for the delay reply. I unbind your license code. And you can use it now. Here is the detailed user guide of AnyTrans: https://www.imobie.com/guide/anytrans/get-started-ios.htm If there is anything i can help you with, please do not hesitate to contact us. Enjoy a nice day!
  20. Dorothy

    Cannot be used on a new PC

    Hi, Dyeargers, thanks for using our app and i am sorry for the delay reply. I unbind your license code. And you can use it now. Here is the detailed user guide of AnyTrans: https://www.imobie.com/guide/anytrans/get-started-ios.htm If there is anything i can help you with, please do not hesitate to contact us. Enjoy a nice day!
  21. Dorothy

    no coupling possible

    Dear member, thanks for your kind feedback. If there is anything i can help you with, please do not hesitate to contact us. Enjoy a nice day!😊
  22. Dorothy

    iPhone rescue not recovering photos

    Hi, Ualdriver, thanks for your kind feedback. Happy New Year! 🤗
  23. Hello Joby, Thanks for your kind feedback and I am really sorry for our software fails to help you this time. You can try to recover data from iCloud. I hope that there is a miracle. I truly hope you can find photos about your Mom. I know it means a lot for you. Given your data periodically, I highly recommend you to back up your data periodically. You can also give our Free version of AnyTrans a try to back up your data with Air Backup function: If there is anything I can help you with, please let me know. Have a nice day!
  24. Dorothy

    apple ID signing

    Hi, David, thanks for your kind feedback and i am sorry for the delay reply. I check your issue with our Support Team. We find that you contacted us on 16 Dec, 2018 because you failed to recover your wanted messages with PhoneRescue. On 17 Dec , 2018 morning, our Support Team replied you with explanation and solution for you. At the same day, you provide log file with our Support Team. And then, you also sent key words to Support Team for better analysis. After that, our Development Team analyzed the log file and key words you sent carefully. And our Development Team tried their best to match your deleted messages from the Database. But it's sorry for we fail to find your wants messages back. And Our Support Team sent mail to tell you the result on 27 Dec 2018. And after that, our Support Team did not receive any feedback from you. I apologize for PhoneRescue fails to help you this time. As you know, Data Recover process is complex because PhoneRescue finds deleted data from your system data base which stores your deleted data. Whether you launch any operation on iPhone or not, your system database will erase deleted data automatically to release free space for your iPhone. To recover data is to match and find them in the complex circumstance, this process is really hard and complex. So i hope you would understand this situation. To protect customer benefits, we design our PhoneRescue Trial version to help customer scan and preview data freely before purchasing it. If PhoneRescue Trial version can scan out deleted data, the Pro version can help you recover them back. If not, we will not suggest our customer to purchase our software. It will be appreciated for your kind understanding. And iMobie also provide Money-back guarantee, if PhoneRescue fails to help you recover deleted data, you can ask for refund within 60 days. All things iMobie wanted is to help customers solve issue and protect their benefits. And i truly hope that iMobie software would bring more conveniences to you. I am sorry for PhoneRescue fails to help you find messages you need this time due to Data Recover Principles. Given this situation, if you are not willing to keep PhoneRescue, we would like to refund you whenever you want. Moreover, i really hope that you would satisfy iMobie Customer Service. If there is anything i can help you with, please just let me know. Thank you so much for your generous forgiveness and kind feedback in advance. Happy New Year!🙂
  25. Hi, Joby, thanks for using our app and i am sorry for the delay reply. About your Mom issue, i am truly sorry for hearing that. And i will try my best to help you. I have experienced my grandma passed away recently, so i really understood your mood. I know it may be a hard time for you. But i believe that your Mom will hope that you would be happy. Be tough!🧡 From your description, yes, you almost check every solution. But there is one thing missing. As we know, Apple values customers' security and privacy. Thus, if you connect your iPhone to the third party software at first time, you will be required to click "Trust this computer" option on your iPhone to get authorization due to Apple policy. It will be appreciated for your kind understanding. As your iPhone 6s is disabled due to repeated false device password, you can not click the "Trust this computer" option on your iPhone. In this case, Recover from iOS Device mode is not available for your because your iPhone cannot be detected without clicking "Trust this computer" option on your iPhone due to Apple restrictions. It will be appreciated for your kind understanding. As you do not sync your data to iCloud yet, Recover from iCloud Backup Option will also available for your. I am so sorry... The last chance is to Recover from iTunes Backup. I am wondering whether you have created iTunes backup on your computer. If so, you can try to recover data from iTunes backup. If you are not sure whether you have iTunes backup or not, i highly recommend you to give our trial version of PhoneRescue a try. Here is the detailed instructions: https://www.imobie.com/guide/phonerescue-for-ios/recover-from-itunes-backups.htm I truly hope that this method would be helpful for you because i know these photos are precious for you. If you have any questions or problems, please just let me know. Thanks for your generous support and kind understanding in advance.
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