Update and restore alert messages on iPhone and iPod touch

To see if you have the latest version of iTunes, open iTunes and check for updates.

• 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 iTunes for Windows: iTunes cannot contact the iPod or iPhone software update server.

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

If you experience "Error 9807", you must open access to the following VeriSign servers:

• evintl-ocsp.verisign.com
• evsecure-ocsp.verisign.com

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 security software you use. If you are using proxy settings, try to restore or update without using a proxy.

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 you tried connecting iPhone or iPod touch 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:

1. Remove all USB devices except the keyboard, mouse, and iPhone or iPod touch. Remove all USB hubs and connect directly to the computer.
2. Connect iPhone or iPod touch directly to the included USB cable, bypassing the dock.
3. Restart the computer.
4. Try to restore the device again in iTunes.
5. If available, test with alternative, known-good USB cables.

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 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 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 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.

If you're using a Mac with a PowerPC processor, stop the Classic environment if it is in use.

To stop the Classic environment:

1. Choose Apple menu > System Preferences.
2. Choose View > Classic.
3. Click the Stop button to stop the Classic environment.
4. Try to restore iPhone or iPod touch in iTunes.

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 7, Windows Vista, Windows XP

1. From the Start menu, choose Control Panel.
2. Open User Accounts.
3. Select Create a new account and follow the instructions to complete the account setup process.
4. Once the new account is created, choose Log Off from the Start menu.
5. Log in to the newly created user account.

Mac OS X

1. From the Apple menu, choose System Preferences.
2. Choose View > Accounts.
3. Click the "+" (you may need to authenticate to be able to click this).
4. Give the new user a name and short name and enter a password.
5. Select the checkbox for "Allow user to administer this computer". This makes the user an administrator user.
6. 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. iTunes uses "ipsw" files 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

Windows XP

Windows 7 and Vista

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.

• Windows XP
• Windows Vista
• Mac OS X

After removing and reinstalling the latest version of iTunes, try restoring iPhone or iPod touch again.

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 iPhone. To find Apple's contact information in your country, refer to Contacting Apple for Support and Service. If you use an iPhone 3G, 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.