I’m supposed to hear back from support tomorrow around noon. We’ll see what they say.
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iCloud HELP! Got locked out of my iCloud Keychain!
- Thread starter ivanpasic
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They are calling me in the morning too. I wish they could somehow connect the cases so they can troubleshoot better!
There has to be a way to fix this. We can’t be the only people to have ever had this issue.
Ugh. I always hate that.
I tell them all the things I’ve tried to do to fix said issue. I also tell them my software is up to date.
“Have you tried this? Is your software up to date?”
“I literally just told you that”.
The last specialist I talked to (fourth one) seemed to have a good grasp on the idea of end to end and keychain, instead of sounding slightly confused, and I even had her screen share so she could see everything I saw.
Granted, this was my second call about this and I specifically told the first advisor on the second call that it was specifically an end to end/keychain thing, and if there was someone they could connect me to with knowledge of that, it might circumvent any over-explaining or confusion.
Hopefully, we get some answers.
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The first specialist I called told me to go to appleid.apple.com and ‘update my appleid settings’ there. I tried to explain this message literally never pops up on that web site and that this would not work. They still made me go through the motion. I really wonder if these junior techs can troubleshoot anything beyond checking whether your computer is plugged in or not.
I think the first person you talk to, the advisor, is clearly just there for general troubleshooting stuff. Troubleshooting for the people who have no idea what a terminal command is. Which is fine. The specialist they transfer you to can be a crap shoot.
It’s just mildly frustrating when you have to go through the motions just to get it escalated, which is what you knew would have to happen in the first place.
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Man, I've been searching for this since I upgraded to 14.7.1 and just stumbled upon this post. I've been through the wringer on this... same exact issue for over a week now. In my case, support has been clueless... usual steps - change password, change pin code, sign out on all devices, sign back in, reboot, change 2FA number, record video of behavior and submit online into the case, upload diagnostic logs - all the while, messages in cloud, photos, keychain and homekit stuff is all non functional.
I spoke with my tier 2 tech for 30 mins this evening and their suggestion was - have you considered perhaps making a new Apple ID? To which I laughed and said... oh you're serious? I then mentioned I'd consider it if 10+ years of purchases were refunded back to me.... and they are supposedly exploring that option. I doubt it'll materialize and I don't see that being a very realistic "fix"
With all the comments here around others experiencing the same behavior, I wonder why the system status page doesn't reflect an issue....
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Um, yeah…. Creating a new Apple ID? If the tech said that to me, I’d email Tim Cook (or whichever assistant monitors that account) at that point. That’s just a laughable solution.
This is not reassuring at all. I am afraid they will suggest I create a new Apple ID and I hate the idea of that. Not to mention all the purchases I made with my current Apple ID over the last 10+ years. And I can even transfer my emails/photos/calendars. But what about all my health and exercise data I so proudly accumulated over the past few years. What about all the paid services like Fitness+ that also require end-to-end encryption. On top of all that, how am I going to trust Apple ever again that this will not repeat?
Not only that, but I’ve had my ID/email address going back to the @Mac days. That’s like 13/14 years of thousands of people having this email address/iMessage contact that I use.
There’s got to be a way to solve this without doing the equivalent of throwing up our hands in the air.
Can’t hurt. I mean, I’ve heard it’s a way to get things actually done sometimes.
Some of them sure, but I think there is a checklist process they have to ask you to go through. I just tell them I have already done the thing which I know won't fix the issue.
Yeah it would be ridiculous to create a new ID. It's like rather than fixing the issue on their end or training their staff, they're like let's time travel, or start a new company, or make the staff reincarnate. Think different.
Any updates? After 5 days I got a call from Apple today with a suggestion that my iCloud keychain was not working because 'I had no passcode set up on my devices', which is not true. So the tech today did a whole bunch of diagnostic runs with me and I uploaded all those logs to Apple.
Nothing yet. Maybe I'll be lucky. The last specialist I spoke with already had me run diagnostic logs and knows I have a passcode, so many that'll side-step all that.
I did email "Tim Cook" last night before I went off to bed. I laid out the issue, referenced this thread and the "create a new Apple ID" non-solution. Which, again, is laughable. I was polite and as detailed as I could possibly be and even attached the photos I attached here in the email.
Oddly enough, in a last ditch effort, I tried another permutation of erasing, removing, and setting up from new, and it didn't work.
What was interesting, though, was that this time, during the set up for Apple Cash, the pop up said "Apple Cash requires 2FA", which I do have turned on. Have had it on for years now. So maybe there's another clue?
I'm at a loss at this point.
Good luck. The advisor today told me she has seen this issue before on earlier versions of iOS. Which means it’s not new. I too referenced this thread last night in my email to Cook. I used his corporate email address which is publicly available. I hope this gets resolved. The issue here is that I have no access to services which I am actually paying for like Fitness+ etc.
In my searching when this started, I also found a reddit post with someone seemingly having the exact same issue, so I'm following that also.
I believe there is a solution, but I also believe you have to drill down and find exactly the right person, either a specialist or engineering, who knows what exactly is going on.
Maybe Eddy "Mr. iCloud" Cue would know?
I did the same thing, I reached out today to Mr. Cook's office and Eddy Cue via e-mail and don't expect to hear anything anytime soon. Never reached out to them before so I expect it will either get forwarded or nothing will happen.
My support engineer that called me back this afternoon indicated that engineering is behind an that they didn't update the case and that he would call me back in 3 days. I told him not to bother as it's apparent someone up high will need to get involved and lean into the issue directly. When I asked my support engineer yesterday to escalate this issue he said he couldn't so I don't feel guilty escalating it on my end today.
My son got an apple watch last week, tried to set it up today - it's now doing the same behavior.
I don't get why the system status page isn't reflecting what's going on here... I believe I've been patient enough on this issue.
I am getting increasingly frustrated with this. I really hope there is a solution soon. I will send an email to Eddy Cue as well.
Maybe the more and more people go the route of emailing corporate, the more they’ll be made aware of the problem and address it in a timely manner.