My apple xsmax64gb phone is dead! The screen is stuck on the APPLE. Help me please, I have too many important things in it, that are not backed...

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Hi Joan,

Thank you for waiting!

We will try rebooting the iphone.

First thing we have to do is to remove the iphone from its protective cover or leather case if it has one and let me know.

The button on the right side is the side On and oFF key.

WE'll try to hold that for at least 40 sec. then release  and let me know what happen.

ok This time We'll hold the volume down on the left together with the on and off on the right side.

Press them at the same time and hold them for again 40sec.

ok is there a number I can reach you at?

Ok I will call you in few minutes but i want you to try one more thing.

this step should take 3 sec

1st second is you press the volume up and letgo

2nd second press the volume down and let go

3rd second is you hold the right side power button and hold it for 40 sec.

the pacing should be 1 2 3 like clock ticking. 

Let me know how it goes.

ok then lets wait if it will boot up.

lets give it 10 more sec and see if it will boot normally.

wait for 10 more sec. if still apple logo.

Redo th steps.

ok Few minutes and I'll call your number.

Dear Joan , It was a pleasure helping you with your Apple issue today. Here is a summary of the resolution.
Issue identified :

iphone stuck in apple Screen

Solution Implemented :

Call customer

Tested rebooting the device using the up down vol and Power button.

the iphone will restart but just booted back to the apple logo that will not continue

Advised customer of a corrupt os software and the iphone has to be formatted.

No computer available for reset.

Advised customer to bring the unit to an apple store.

Tried locating 2 apple store for the customer to bring the phone to

Answer Accepted

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