If you're going to upgrade to iOS 9 first thing is to make sure you back it up through iTunes, and turn off find my iPhone/iPad. I always do anyway before any upgrade but most people just trust the mighty Apple and go for it.
I ran into one today that was stuck. I tried to back it up and it said that it had not been activated yet, because it was stuck in the middle of upgrading probably.
I tried a Restore from an earlier date and it said I needed to turn off find my iPhone but we can't access it because the phone is stuck on the upgrade. Tried turning it off through icloud.com but it appears he didn't have the phone on wireless because it couldn't find the phone or it is so stuck it never made it to the point where wireless is turned on.
We made an Apple Store appointment. Sigh. Sad state of affairs at Apple R&D. They even released a beta and no one had this problem?
Had sales woman here who's screen was inactive. Apparently from the last iOS update. Couldn't restore cuz she couldn't turn off Find My iPhone so she called Apple and showed her how to do it through her iCloud account online. Sounds like your clients has gone round the bend a bit further.
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