Chinese Speaker Wholesale
When you are trying to update or restore your iPhone, iPad, or iPod touch with iTunes, the update or restore process may stop, and you may see an alert message in iTunes. You may also see the "Connect to iTunes" screen on your device:
The alert message in iTunes may also include one of the following numbers (but is not limited to): 2, 4, 5, 6, 9, 13, 14, -18, 19, 20, 21, 23, 28, 29, -48, -50, 1002, 1011, 1013, 1015, 1601, 1602, 1603, 1604, 1608, 1609, 1611, 1612, 1639, 2009, 3004, 3013, 3014, 3015, 9807, -9808, 9844.
iTunes 7 for Mac, iTunes 7 for Windows, iPhone, iPod touch, iTunes 9, iPad, iTunes 8 for Windows, iTunes 8 for Mac, iPod touch (2nd generation), Windows 7, Windows Vista, Windows XP
You can resolve many restore issues using the troubleshooting steps found in this document.
Collapse All Sections | Expand All Sections
To see if you have the latest version of iTunes, open iTunes and check for updates.
If there is an update to iTunes available, install the update and try to restore again. If you do not have an active connection to the Internet, or your Internet security settings are configured to prevent iTunes from communicating with Apple, iTunes will alert you that the iTunes update server could not be contacted. Resolve your Internet issues and attempt to update again.
Simply restarting the computer can clear up certain issues that could prevent you from restoring iPhone or iPod touch. After you restart, try restoring the device again in iTunes.
During the update and restore process, iTunes needs to contact Apple. Ensure that your computer has the following ports open and can access these servers:
If you see "Error 9807", you must open access to the following VeriSign servers:
If you are using a Windows operating system, you can follow this article to help resolve issues caused by third-party security software.
You may need to update, properly configure, disable, or uninstall built-in firewalls and other security software to prevent interference with iTunes. For assistance with this, contact the company that supports the firewall or security software you use. If you are using proxy settings, try to restore or update without using a proxy.
Connect iPhone, iPad, or iPod touch to a different USB port on your Mac or Windows PC. USB 2.0 ports that are built in to the computer are preferred over a hub. If you tried connecting your device to USB ports on the front of the computer, try connecting them to rear USB ports. After doing this, try to restore the device in iTunes.
If the issue continues:
See iPhone, iPad, iPod touch: Troubleshooting USB connection, and this article about a device not being recognized properly by computer when USB drivers are not installed properly or are out of date for additional tips related to USB connections and try to restore again after following those steps.
If the issue persists and you are using a Mac, try resetting the USB connection by following the steps in What to do if your computer won't recognize a FireWire or USB device, and then try restoring the device again.
If the issue persists and you are using virtualization software to run another operating system alongside Mac OS X, quit that software; it may create virtual USB ports that may be causing the issue. Or you can try to control or restrict access to USB ports while running the virtualization software.
If the issue is not resolved with the above steps, try to restore using a different computer. Ensure that the computer you use has USB 2.0 ports, the latest version of iTunes, and that you connect directly to the computer.
If another computer is not available, proceed to the Advanced Steps below.
To perform some of the steps in this article you need to be logged in as an administrator on the computer. If you need to review the steps to restore, refer to iTunes: Backing up, updating, and restoring your iPhone, iPad, and iPod touch software. If you are not sure if you have administrator access, contact the owner of the computer or the system administrator.
On a PC, try to restore your iPhone, iPad, or iPod touch after restarting in Selective Startup mode. For instructions on how to use MSConfig to restart your PC in Selective Startup with the appropriate Apple software enabled, see the following articles:
If you're using a Mac with a PowerPC processor, stop the Classic environment if it is in use.
To stop the Classic environment:
Create a new user account on your computer and try to restore while logged in as the new user. iTunes will download a new version of the software restore file. After creating the new user, log in to that account, open iTunes, and attempt to restore to see whether the issue persists in this new user.
Use these steps if you're not sure how to create a new user
Windows 7, Windows Vista, Windows XP
Mac OS X
If the issue is resolved by a new user
When a restore issue is specific to a user, it is likely due to an unusable .ipsw file. iTunes uses "ipsw" files to restore your iPod or iPhone. If those files are unusable, then try deleting them. This will cause iTunes to download a new copy of them. Creating a new user will also cause new .ipsw restore files to be downloaded in the new user. You can find the ".ipsw" files in these locations:
Mac OS X
|Note: The tilde "~" represents your Home directory.|
|Note:If you don't see the Application Data folder, you may need to show hidden files.|
Windows 7 and Vista
|iPhone||C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPhone Software Updates|
|iPad||C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPad Software Updates|
|iPod touch||C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPod Software Updates|
|Note: If you don't see the AppData folder, you may need to show hidden files.|
If removing the .ipsw file does not resolve a user-specific restore issue, then the issue is caused by other user content or permissions.
Completely remove iTunes and Apple Mobile Device support and then reinstall the latest version of iTunes. Click the appropriate link below for instructions on how to accomplish this for your operating system.
After removing and reinstalling the latest version of iTunes, try restoring iPhone, iPad, or iPod touch again.
If running Microsoft Windows XP and the issue is resolved on another computer, but you continue to experience difficulties on your original computer, you may want to update or reinstall your Windows USB drivers and then try restoring your device again.
Error 6: All of the steps in this article apply to resolve this issue. Following iTunes for Windows: Troubleshooting security software frequently resolves this error. There may be third-party software installed that modifies your default packet size in Windows by inserting a TcpWindowSize entry into your Registry. If your default packet size is set incorrectly it can cause this error. Contact the manufacturer of the software that installed the packet size modification for assistance.
Error 9: This error occurs when the device unexpectedly drops off of the USB bus and communication stops. This can occur if the device is manually disconnected during the restore process. This issue can be resolved by performing USB isolation troubleshooting, using a different USB dock connector cable, trying another USB port, restoring on another computer, or by eliminating conflicts from third-party security software.
Error 13 and 14: These errors are typically resolved by performing one of more of the steps listed below:
If you find an ASR error 1000 in the iPhone, iPad, or iPod updater log file, that is an error decompressing and transferring the IPSW file that is downloaded during the restore. This error is frequently caused by third-party security software interference, a poor quality Internet connection resulting in a bad IPSW download, or a conflict on the USB bus.
Error 23, 28, 29, 1011, 1012, 1611: These errors may indicate a hardware issue with your device. Follow the steps in this article and also attempt to restore while connected to a known-good computer and network to isolate this issue to the device. If the IMEI or MAC address is missing or is a default value, this can also confirm a hardware issue.
Error 48: To resolve this error, follow the steps in this article. Also see the steps in "Restore using a new user account" above for .ipsw file locations.
Error 1015: This error is caused by attempts to downgrade the iPhone, iPad, or iPod touch's software. This can occur when you attempt to restore using an older .ipsw file. Downgrading to a previous version is not supported. To resolve this issue, attempt to restore with the latest iPhone, iPad, or iPod touch software available from Apple.
Error 1604: This error is often related to USB timing. Try changing USB ports, uninstalling and reinstalling USB ports, and other available USB troubleshooting steps (troubleshooting USB connections, device not recognized properly, computer won't recognize a FireWire or USB device). If you are using a dock, bypass it and connect directly to the USB 30-pin dock-connector cable. If the issue persists on a known-good computer, the device may need service.
If the issue is not resolved by USB isolation troubleshooting, and another computer is not available, try these steps to resolve the issue:
If the steps above do not resolve the issue, try restoring using a known-good USB cable, computer, and network connection.
Error 2000-2009: If you experience this issue on a Mac, disconnect third-party devices, hubs, spare cables, reset the SMC, and then try to restore. Learn how to reset the SMC. If you are using a Windows computer, remove all USB devices and spare cables other than your keyboard, mouse, and the device, restart the computer, and try to restore. If that does not resolve, try the USB issue-resolution steps and articles listed for Error 1604 above. If the issue continues, it may be related to conflicting security software.
Error 3000-3999: Error codes in the 3000 range generally mean that iTunes cannot contact the gs.apple.com server on ports 80 or 443. This may be because out-of-date or incorrectly configured security or firewall software is interfering, or due to your Internet proxy settings. If you are using a proxy, try without using one or with a known-good network. If that does not resolve the issue, follow iTunes for Windows: Troubleshooting security software issues.
Error 3004: If the steps listed in Error 3000-3999 do not resolve, you may be able to resolve an error 3004 by quitting iTunes and using the following command at the command line: dscacheutil -flushcache
Error 9807: If you see "Error 9807", open access to the following VeriSign servers:
Error 9808: Follow the steps in iTunes Store: Unknown alert error message when connecting to resolve the issue. If those steps do not resolve the issue, or if the settings revert to their original values after the restart, then follow iTunes for Windows: Troubleshooting security software issues.
Following iTunes for Windows: Troubleshooting security software frequently resolves this error. There may be third-party software installed that modifies your default packet size in Windows by inserting a TcpWindowSize entry into your Registry. If your default packet size is set incorrectly it can cause this error. Contact the manufacturer of the software that installed the packet size modification for assistance.
If you have performed all of the steps in this article and you are still experiencing a restore issue, contact Apple or your wireless carrier, whichever provides phone support for your device. To find Apple's contact information in your country, refer to Contacting Apple for Support and Service. If you use an iPhone 3G or iPhone 3GS, you can find your wireless carrier at Locating iPhone wireless carriers. Wherever you live in the world, you can find your iPhone service options at the Online Service Assistant. You may have questions about servicing your iPhone, and you can find answers to frequent questions in this FAQ.
If there is an Apple Retail Store nearby, find the closest store and then make a reservation through the online Apple Store Concierge. Reservations are strongly recommended.
|CUSTOMER SERVICE||SHOPPING HELP||MY ACCOUNT||COMPANY INFO||TOOLS & RESOURCES|