iOS: Troubleshooting backup issues in iTunes

Products Affected

iPad, iPad Wi-Fi + 3G, iPhone, iPod touch, iTunes, Windows 7, Windows Vista, Windows XP

Symptoms

When attempting to create an iPad, iPhone, or iPod touch backup, iTunes may display one of the following alert messages:

  • iTunes could not back up iPhone because the backup could not be saved on the computer
  • iTunes could not back up the iPhone because a session could not be started
  • iTunes could not restore this iPhone because the backup session failed
  • Cannot copy: Data error (cyclic redundancy check)
  • Unable to restore from this backup
  • Backup session failed
  • iPhone refused the request

You can resolve backup errors by following the steps in this article.

Resolution

Simply restarting the computer and the iOS device may resolve a backup issue. After restarting, attempt to restore again. Learn how to restart your iOS device.

To perform the rest of steps in this article, you need to be logged in to the computer as an administrator. If you're not sure if you have administrator access, contact the owner of the computer or the system administrator.

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1. Back up your backup

Before troubleshooting a backup issue, make sure you have recently backed up a copy of your backup. You can copy the backup folder to a safe place, such as your desktop or to an external hard drive. iTunes places the backup files in the following locations:

  • Mac: ~/Library/Application Support/MobileSync/Backup/
  • Windows XP: \Documents and Settings\(username)\Application Data\Apple Computer\MobileSync\Backup\
    Note: To quickly access the Application Data folder, click Start, and then choose Run. Type %appdata% and click OK.
  • Windows Vista and Windows 7: \Users\(username)\AppData\Roaming\Apple Computer\MobileSync\Backup\
    Note: To quickly access the AppData folder, click Start, and then in the search bar type %appdata% and press the Return key.

2. Update to the latest software

Updating to the latest available version of iTunes and your computer's operating system (OS) can resolve backup issues.

To check if your computer's OS is up to date, do the following:

  • On a Mac, choose Software Update from the Apple() menu and install all available updates. If an update requires a restart, check for updates again after restarting.
  • To get the latest updates on a Windows PC, go to the Microsoft Windows Update page. If an update requires a restart, check for updates again after restarting.

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

  • Mac: Choose iTunes > Check for Updates
  • Windows: Choose Help > Check for Updates

Install any available iTunes updates. If you do not have an active connection to the Internet, or if your Internet security settings are configured to prevent iTunes from communicating with Apple, iTunes will inform you that it could not contact the software update server. Resolve any Internet issues and attempt to update again.

3. Disconnect other USB devices

USB devices can interfere with the communication between iTunes and your iOS device. Follow these steps to resolve an issue caused by other USB devices:

  1. Disconnect all USB devices and cables (hubs, printers, scanners, card readers, cameras, and so on).
  2. Connect only your keyboard and mouse. If you have a portable computer, use the built-in keyboard and trackpad.
  3. Connect the iOS device directly to the computer using the white Apple 30-pin Dock Connector cable that came with your iOS device. If your standalone display has a USB connection, disconnect all USB connections from it. Do not connect to a USB port on the front of your computer; connect directly to a rear USB 2.0 port.
  4. If you are using an iOS device dock, disconnect the dock and connect the cable directly to the iOS device.
  5. Restart the computer.
  6. Launch iTunes and try to back up.

See iOS: Troubleshooting USB connection, and iOS: Device not recognized in iTunes for Windows for additional tips related to USB connections and try to back up 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 USB and FireWire Quick Assist and then try backing up again.

If you are using a Toshiba portable computer, following the steps in this article may resolve the issue.

If the issue persists and you are using virtualization software to run another operating system alongside your OS, quit that software and restart your computer. Some operating system virtualization software creates virtual USB ports that may cause backup issues.

4. (Windows only): Check for Layered Service Providers (LSPs)

iTunes may unexpectedly quit, may stop responding, or the backup process may never finish. If this is happening and you are using Windows, follow the steps in this article.

5. Check security settings

Most backup issues are caused by out of date or incorrectly configured security software and firewalls. Disabling security software is unlikely to turn off the security process that is interfering with the backup. You may need to temporarily uninstall third-party security software to back up your iOS device if the most recent version of that security software has not been updated since the latest iTunes release. After backing up and syncing your iOS device, reinstall and set up compatible security software.

Security software and utilities manufactured by companies other than Apple (third-party) must be kept up to date and properly configured to effectively protect your computer while still allowing iTunes to communicate with the iOS device. Follow the steps in Troubleshooting security software issues to identify, update, and configure third-party security software. If you have updated iTunes since checking for security software updates, your security software is likely to be out of date.

6. Back up using a new user account

Create a new user account on your computer and try to back up while logged in as the new user. After creating the new user, log out of your current user, log in to the new account, open iTunes, and attempt to back up to see whether the issue persists in this new user.

Use these steps if you're not sure how to create a new user:

Mac OS X

  1. From the Apple menu, choose System Preferences.
  2. Choose View > Accounts.
  3. Click the plus button (you may need to authenticate for this to have an effect).
  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.

Windows

  1. From the Start menu, choose Control Panel.
  2. Windows XP: Open User Accounts.
    Vista / Windows 7: Open "Add or remove user accounts" (if you are using the Classic View in Windows Vista, open User Accounts, and then open "Manage another account").
  3. Select "Create a new account" and follow the instructions to complete the account setup process (be sure to set the type of the account to Administrator).
  4. Once the new account is created, choose Log Off from the Start menu.
  5. Log in to the newly created user account.

If you are able to back up in a new user, then the cause of the issue may be:

  • The original user is not an administrator user.
  • Out of date or incorrectly configured security software settings are active in the original user but not the new administrator user. Resolve the conflict with your security software.
  • Permissions issues exist with one or more of the directories where iTunes writes the backup. On a Mac, use "Get Info" to check the permissions on the MobilesSync/Backup directory in the original user. On a PC, consult with whoever supports your installation of Windows for assistance.
  • There is an issue with the backup in the original user. Log back in to the original user and rename the Backups folder. Then launch iTunes and attempt to back up again. Do not use iTunes Preferences > Devices to delete your backups unless you have ensured that your backups have been backed up.

7. Reset the Lockdown folder

Resetting the Lockdown folder can resolve issues with starting the backup session or saving the backup. If you can back up in a new user, do not reset the Lockdown folder. Issues with the Lockdown folder occur across all users; they are not user-specific. Follow these steps to reset the Lockdown folder:

Mac OS X

  1. Disconnect all iOS devices from your computer and quit iTunes.
  2. From the Finder, choose Go > Go to folder.
  3. Type the following and then press Return:
    /var/db/lockdown
  4. Choose View > as Icons.
  5. The Finder window should display one or more files with long alphanumeric file names.
  6. In the Finder, choose Edit > Select all. Then, choose File > Move to Trash. Enter an administrator password if prompted.
    Note: Do not delete the Lockdown folder itself. Delete only the files contained inside the Lockdown folder.
  7. Reconnect your iOS device and open iTunes.

Windows XP

  1. Disconnect all iOS devices from your computer and quit iTunes.
  2. Open My Computer from the Start menu.
  3. Choose Tools > Folder Options in the file browser window, and then click the View tab and change the "Hidden files and folders" option to "Show hidden files and folders."
  4. Click OK.
  5. Navigate to the following folder on your computer (note that the drive letter can vary depending on which drive letter Windows starts from):
    C:\Documents and Settings\All Users\Application Data\Apple
  6. Move the Lockdown folder to the Recycle bin.
  7. Reconnect your iOS device and open iTunes.

Windows Vista or Windows 7

  1. Disconnect all iOS devices from your computer and quit iTunes.
  2. Open Computer from the Start menu.
  3. Choose Organize > Folder and search options in the file browser window, then click the View tab and change the "Hidden files and folders" option to "Show hidden files and folders."
  4. Click OK.
  5. Navigate to the following folder on your computer:
    C:\ProgramData\Apple
  6. Move the Lockdown folder to the Recycle bin.
  7. Reconnect your iOS device and open iTunes.

8. Windows only: Update your USB chipset drivers

9. Back up on a different computer

If the issue is not resolved with the above steps, try to back up using a different computer.

  1. Ensure that the computer you use has an active connection to the Internet, the latest version of iTunes, and that all USB devices aside from the keyboard and mouse have been disconnected.
  2. Launch iTunes.
  3. Connect the iOS device directly to a USB 2.0 port on the back of the computer.
  4. When the iOS device appears in the source list, right-click it and choose "Back Up".

If the backup is successful on the other computer, then the issue has been isolated to the original computer, and not the iOS device.

If the backup issue follows the iOS device, then the issue may be resolved by one of the following:

  1. Camera Roll: Items in the Camera Roll can significantly increase the amount of time required to back up and may stop the backup if there is an issue with one of the pictures. Please import all items from the Camera Roll or Saved Pictures, delete them from the device, and then try to back up again.
  2. Application-specific data: In some rare cases, application-specific data can cause an issue with a backup. If you have recently installed a new app and do not have critical data in that app, try deleting the app and attempting to back up again. You can download the app again from the App Store or you can sync the app again using iTunes after the issue is resolved.
  3. Hardware issue with USB cable or iOS device: Inspect the dock connector on the iOS device and remove any lint or other foreign material. Force-restart the iOS device by holding down the Home button and the Sleep/Wake switch until the Apple appears. Then test with the cable that shipped with your iOS device or with a new known-good cable.

Note: If you are a developer, make sure you have updated to the latest version of developer software. Out of date developer software can cause backup issues.

 

Additional Information

If you are using Windows and iTunes stops responding when backing up an iOS device, follow the steps in Apple software on Windows: May see performance issues and blank iTunes Store.

For more information on restoring from a backup and on backing up in general, see the following documents:

If you have performed all the steps in this article and you are still experiencing a backup 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, you can find your wireless carrier at Locating iPhone wireless carriers. Wherever you live in the world, you can find your service options at the Online Service Assistant.

Important: Mention of third-party websites and products is for informational purposes only and constitutes neither an endorsement nor a recommendation. Apple assumes no responsibility with regard to the selection, performance or use of information or products found at third-party websites. Apple provides this only as a convenience to our users. Apple has not tested the information found on these sites and makes no representations regarding its accuracy or reliability. There are risks inherent in the use of any information or products found on the Internet, and Apple assumes no responsibility in this regard. Please understand that a third-party site is independent from Apple and that Apple has no control over the content on that website. Please contact the vendor for additional information.
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