Update and restore error messages on iPhone and iPod touch
Symptoms
When trying to update or restore your iPhone or iPod touch with iTunes, you may see an error message in iTunes that stops the update or restore process. You may also see the "Connect to iTunes" screen on your iPhone or iPod touch:
The error 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, -48, -50, 1002, 1011, 1013, 1015, 1601, 1602, 1603, 1604, 1608, 1609, 1611, 1612, 1639, 2003 3004, 3013, 3014, 3015, -9808
Products Affected
iPhone, iTunes 7 for Mac, iTunes 7 for Windows, iPod touch, iPhone 3G, iPhone 3GS, iTunes 8 for Windows, iTunes 8 for Mac, iPod touch (2nd generation)
Resolution
Many restore errors can be resolved using the troubleshooting steps found in this document.
Update to the latest version of iTunes
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
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. If you are using Windows, see this article.
Restart your computer
Simply restarting the computer can clear up certain issues that could prevent iPhone or iPod touch from being restored. After restarting, try restoring the device again in iTunes.
Open the proper ports and allow access to Apple servers
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:
• port 80
• port 443
• phobos.apple.com, albert.apple.com, gs.apple.com
You may need to update, properly configure, or disable third-party or built-in firewalls and other security software. For assistance with this please contact the company that supports the security software you use. If you are using proxy settings, try to restore or update without using a proxy.
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 over a hub. If iPhone or iPod touch were connected 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:
- Remove all USB devices except the keyboard, mouse, and iPhone or iPod touch. Remove all USB hubs and connect directly to the computer.
- Connect iPhone or iPod touch directly to the included USB cable, bypassing the dock.
- Restart the computer.
- Try 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.
Restore on a different computer
If the issue is not resolved with the above steps, try to restore on a different computer. 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.
If another computer is not available, proceed to the Advanced Steps below.
Note: Error 1013 / 1015 is typically caused by attempts to downgrade the iPhone 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 or iPod touch software available from Apple.
Advanced Steps
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.
Stop the Classic environment
If you're using a Mac with a PowerPC processor, stop the Classic environment if it is in use.
To stop the Classic environment:
- Choose Apple menu > System Preferences.
- Choose View > Classic.
- Click the Stop button to stop the Classic environment.
- Try to restore iPhone or iPod touch in iTunes.
Restore using a new user account
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 and 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 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.
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. The ".ipsw" files are what iTunes uses to restore your iPod or iPhone. If those files are unusable, then try deleting them so iTunes can 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
iPhone: ~/Library/iTunes/iPhone Software Updates
iPod touch: ~/Library/iTunes/iPod Software Updates (The tilde "~" represents your Home directory.)
Windows XP
iPhone: C:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iPhone Software Updates
iPod touch: C:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iPod Software Updates (If you don't see the Application Data folder, you may need to show hidden files.)
Windows Vista
iPhone: C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPhone Software Updates
iPod touch: C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPod Software Updates (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.
Remove and reinstall iTunes and Apple Mobile Device Support
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 or iPod touch again.
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.
Contact Apple
If you have performed all of the steps in this article and you are still experiencing a restore error, contact Apple or your wireless carrier, whichever provides phone support for your iPhone. To find Apple's contact information in your country, click here. If you use an iPhone 3G, you can find your wireless carrier here. Wherever you live in the world, you can find your iPhone service options here. 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.
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