Restore error messages on the iPhone and iPod touch
Symptoms
When trying to restore your iPhone or iPod touch with iTunes, you may see an error message that stops the restore process.
Products Affected
iPhone, iTunes 7.6.1 for Windows, iTunes 7.6.1 for Mac OS X, iPod touch
Resolution
Many restore errors can be resolved using the troubleshooting steps found in this document.
Make sure you have admin access
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, click here. If you are not sure if you have administrator access, contact the owner of the computer or system administrator.
To see if you have the latest version of iTunes, open iTunes and:
- Windows: Choose Help > Check for Updates
- Mac: Choose iTunes > Check for Updates
In order to troubleshoot your iPhone or iPod touch, please select one of the following:
I am using the latest version of iTunes
I am NOT using the latest version of iTunes
I am using the latest version of iTunes
Restart your computer
Simply restarting the computer can clear up certain issues that could prevent the iPhone or iPod touch from being restored. After restarting, try restoring the device again in iTunes.
USB Troubleshooting
Connect iPhone 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. After doing this, attempt to restore the device in iTunes.
If the issue continues, remove all USB devices except the keyboard, mouse, and the iPhone or iPod touch. Connect the iPhone or iPod touch directly to the included USB cable, bypassing the dock. Remove all USB hubs and connect directly to the computer. After doing this, attempt to restore the device again in iTunes.
See "Troubleshooting USB connections" 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 this document and then try restoring the device again.
Stop the Classic environment
If running Mac OS X 10.4.x on a Mac with a PowerPC processor, please stop the Classic environment if in use.
- Choose Apple menu > System Preferences.
- Choose View > Classic.
- Click the "Stop" button to stop the Classic environment
Restore using a new user account
Create a new user account on your computer and attempt to restore while logged in as that new user. iTunes will download a new version of the software restore file. Use these steps if you're not sure how to create a new user. After creating the new user, log in to that account and open iTunes and attempt to restore to see whether the issue persists in this new user.
Windows Vista and Windows XP
- From the Start menu, choose Control Panel.
- Open User Accounts.
- Select Create a new account and follow the instructions to complete the account setup process.
- Once the new account is created, choose Log Off from the Start menu.
- Log in to the newly created user account.
Mac OS X
- From the Apple menu, choose System Preferences.
- Choose View > Accounts.
- Click the "+" (you may need to authenticate to be able to click this).
- Give the new user a name and short name and enter a password.
- Select the checkbox for "Allow user to administer this computer". This makes the user an administrator user.
- Click Create Account.
Remove and reinstall iTunes and Apple Mobile Device Support
Completely remove iTunes and Apple Mobile Device support and then reinstall iTunes 7.6.1 or later. Click the appropriate link below for instructions on how to accomplish this for your operating system.
After removing and reinstalling iTunes, try restoring the iPhone or iPod touch again.
Restore on a different computer
If the issue is not resolved with the above steps, attempt to restore on a different computer if possible. Ensure that the computer you are restoring on has USB 2.0 ports, the latest version of iTunes, and that you are connecting directly to the computer.
Update or reinstall your Windows USB drivers
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. After doing this, try restoring iPhone or iPod touch again.
I am not using the latest version of iTunes
Remove and reinstall iTunes and Apple Mobile Device Support
Completely remove iTunes and Apple Mobile Device support and then reinstall iTunes 7.6.1 or later. 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 the iPhone or iPod touch again.
Stop Classic Environment
If running Mac OS X 10.4.x, please stop the Classic Environment if in use.
- Select the Apple Menu and click on System Preferences.
- Open the Classic Preference Pane.
- Click the "Stop" button to stop the Classic Environment
USB Troubleshooting
Connect iPhone 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. After doing this, attempt to restore the device in iTunes.
Remove all USB devices except the keyboard, mouse, and the iPhone or iPod touch. Connect the device directly to the supplied USB cable, bypassing the dock. Remove all USB hubs and connect directly to the computer. Try restoring the device again in iTunes.
See "Troubleshooting USB connections" for additional tips related to USB connections and try restoring 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 this document and then try restoring again.
Restore using a new user account
Create a new user account on your computer and attempt to restore while logged in as that new user. iTunes will download a new copy of the software restore file. Use these steps if you're not sure how to create a new user. After creating the new user, log in to that account and open iTunes and try restoring to see whether the issue persists in this new user.
Windows Vista and Windows XP
- From the Start menu, choose Control Panel.
- Open User Accounts.
- Select Create a new account and follow the instructions to complete the account setup process.
- Once the new account is created, choose Log Off from the Start menu.
- Log in to the newly created user account.
Mac OS X
- From the Apple menu, choose System Preferences.
- Choose View > Accounts.
- Click the "+" (you may need to authenticate to be able to click this).
- Give the new user a name and short name and enter a password.
- Select the checkbox for "Allow user to administer this computer". This makes the user an administrator user.
- Click Create Account.
Restore on a different computer
If the issue is not resolved with the above steps, attempt to restore on a different computer if possible. Ensure that the computer you are restoring on has USB 2.0 ports, the latest version of iTunes, and that you are connecting directly to the computer.
Update or reinstall your Windows USB drivers
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 iPhone or iPod touch again.
The error message seen may also include one of the following numbers (but is not limited to these): 2, 6, 9, -18, -48, -50, 1002, 1011, 1601, 1602, 1603, 1604, 1608, 1609, 1611, 2003, 2004, -9808
This document will be updated as more information becomes available.
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