If iTunes or the Apple Devices app can't contact the software update server for iPhone, iPad or iPod

Find out what to do if iTunes or the Apple Devices app can't contact the software update server when you try to restore or update your iPhone, iPad or iPod.

When you use iTunes or the Apple Devices app on your PC to update or restore your iPhone, iPad or iPod, you might see an alert message that says your computer could not contact the software update server because you're not connected to the Internet. It will advise you to make sure your internet connection is active and try again. Follow the steps below to fix the issue.

Update or restore your iOS device without a computer

You need to use your computer to update or restore your iOS device if you forgot your password and are locked out, or if your device is in Recovery Mode.

If that's not the case, you can update or restore with these steps:

1. Disconnect the iPhone, iPad or iPod touch from your computer.

2. On the device, turn on Wi-Fi. We recommend that you connect to a network, not a personal hotspot, when you download software updates.

3. Update the device by going to Settings > General > Software Update.

If this doesn’t fix the issue, go to the next solution.

Connect to the internet and the iTunes Store

Open a browser on your computer and see if it can load a web page. Then, try to connect to the iTunes Store.

If you can't connect to the internet, contact your computer administrator or Internet Service Provider (ISP) for help. Or, try a different computer or network.

If you can connect to the internet but see an error message when you try to connect to the iTunes Store, find solutions to possible iTunes Store errors.

If these solutions don’t fix the issue, edit or reset your hosts file.

Edit or reset your hosts file

Your hosts file may block access to the software update server. Here's how to edit or reset your hosts file.

If you're using a Mac

If you're using a work computer, check with your computer administrator before editing the hosts file.

1. Choose Go > Utilities from the menu bar in the Finder.

2. In the Utilities folder, open Terminal.

3. In the Terminal application, type the following command and press Enter to open the hosts file:sudo nano /private/etc/hosts

4. When prompted, type your user password. Note that nothing appears in the Terminal window when you type the password.

5. Use the arrow keys on your keyboard to move through the hosts file.

6. If any line includes apple.com, add a hash tag (#) and a space character to the beginning of the line.

7. To save the hosts file, press Control-O.

8. At the filename prompt, press Enter.

9. To exit, press Control-X.

If this doesn't fix the issue, your security software may be out of date or misconfigured. You can resolve issues between iTunes and your security software.

If you're using a Windows PC

On your Windows PC, reset the hosts file.

If this doesn't fix the issue, your security software may be out of date or misconfigured. You can resolve issues between iTunes or the Apple Devices app and your security software.