APPLE INTERNAL RESTORE/UPDATE ERRORS

[snowblind24]

Apple Internal Comments
If a customer reports seeing "The required resource cannot be found" alert message in iTunes, it may be because they have a newer version of iPhone OS installed than what is available in iTunes. When troubleshooting a device that presents this alert message, try to check the version of iPhone OS on the customer's device. If it is newer than the latest released iPhone OS, the customer may be a developer with a pre-release version of iPhone OS installed.

Note that installing an older version over a newer version of the software on iPhone or iPhone 3G is not supported.



Tier 1
While you can troubleshoot most issues using the steps mentioned above, we have identified certain conditions that may be resolved with specific steps:

Regarding operating-system virtualization software: Parallels, VMware, and other virtualization software create virtual USB ports that can interfere with the restore process. If the customer is trying to restore from an operating system that is running in a virtual environment alongside Mac OS X, ask them to quit that software and attempt to restore with iTunes running in Mac OS X.

If the customer is using a Toshiba laptop, following the steps in this article(TS1878) may resolve their update/restore error.

Error 2
Error 2 may be resolved by disabling or uninstalling 3rd party security or firewall software. See the steps in TS3125.





Error -4
Error -4 means "The iTunes Store is very busy", but may occur because of one of the following conditions:

Access to ports 80 and/or 443 are blocked
Communication to albert.apple.com and/or phobos.apple.com is blocked by a firewall, third-party security software, or other Internet security settings.


Error 6
Error 6 means something has gone wrong with the restore. It is a generic alert. All of the steps above and below apply in resolving this issue.





Error 13
Error 13 is typically resolved by performing one or more of the steps listed below:

Try a different USB port directly on the computer.
Put a USB 2.0 hub between the iPhone and computer.
Try a different USB 30-pin dock connector cable.
Remove all TcpWindowSize entries in the Registry (see "hang during restore" steps below).
Try to restore from another known-good computer and network.


Error 14
Error 14 is a generic error, and may be resolved by performing USB isolation troubleshooting, attempting to restore with a known-good USB cable, eliminating TcpWindowSize entries in the Registry (see "hang during restore", below), or by attempting to restore while connected to a known-good computer and network. See the steps in the public section.





Error 18 (or -18)
Error 18 occurs when the media library on the device is corrupt and cannot be modified or updated. Update to the latest version of iTunes and then restore should resolve this issue.



Error -19
Error -19 If you receive the alert, "iTunes could not sync to the iPhone "[iPhone name]" because an unknown error occurred (-19)" when attempting to update an iPhone 3G to a later version of the software. This alert occurs when iTunes attempts to backup iPhone while it is syncing. To resolve this, simply:

Uncheck "Automatically sync when this iPhone is connected" from the iTunes Summary tab.
Eject iPhone.
Re-connect iPhone.
Select Update.


Error 23
Error 23 is a baseband (cell modem) alert. The iPhone Updater log may state "fatal recovery mode radio error". Also, the IMEI may be missing or the default value. If the iPhone fails to restore on a known good computer, set up service.





Error 28
Error 28 is typically a hardware error. If you examine the Updater log and see entries that state "unable to find AppleNANDFTL", this indicates a hardware issue.





Error 29
Error 29 is typically a hardware error. Attempt to restore while connected with a known-good 30-pin iPhone dock connector cable while tethered to a known-good computer and test.



Error 1011, 1012
Error 1011, 1012 are typically hardware issues. Replace iPhone or iPod touch for the customer ONLY if the steps in the article do not resolve the issue





Error 1013
This error is a generic baseband (cell modem) alert. It can occur when the baseband does not respond during the restore/update process. If a customer experiences the 1013 alert message while restoring, check to ensure they are attempting to install the iPhone or iPod touch software available from Apple, and try to restore with a known-good cable, network connection, and computer.





Error 1015
Error 1015 typically occurs when a customer attempts to downgrade their iPhone or iPod touch software. The customer is likely trying to restore using an older .ipsw file. Downgrading the iPhone or iPod touch OS to a previous version is not supported. If a customer has previously installed iPhone beta software, direct them to install the latest official release iPhone and iPod touch software available from Apple.





Error 1602
Try the following steps to resolve error 1602:



Ensure proper USB isolation troubleshooting has been performed, and test with a known-good cable.
Follow the steps listed for Error 1604.
This error may be resolved by disabling, deactivating, or uninstalling third-party security, anti-virus, and firewall software. See steps in this article for details on troubleshooting security software.


Error 1603
If the customer receives an error 1603, and their phone is not automatically placed into recovery mode, it may be necessary to do so manually. Refer to iPhone and iPod touch: Unable to restore for steps on placing iPhone into forced recovery mode.

Also, remove the IPSW and attempt to restore again. If you do not want to remove the IPSW in the original user, try restoring in a new administrator user.





Error 1604:
See the steps in public section.



Error 1611
Error 1611 is typically a hardware issue. Replace iPhone or iPod touch for the customer only if the steps in the article do not resolve the issue. Most importantly, isolate USB devices and test on a known-good computer and network.





Error 2001, 2004, 2005, and 2006
Error 2001, 2004 2005, and 2006: If you experience this issue on a Mac, reset the SMC, disconnect third-party USB devices, and test. Search the Kbase for "reset SMC" for the complete list of SMC reset articles for the Mac the customer is using. Learn how to reset the SMC. Also see the steps in public section.



Error 2006
Error 2006 is frequently a USB issue. If the customer is connecting their iPhone through a USB hub built in to a display, or any other USB hub, disconnect from that hub and connect directly to the computer (bypass the dock if the customer uses a dock.) Also perform normal USB isolation, which should include connecting only a USB keyboard, mouse, and the device with a known-good USB cable directly to the computer, restarting the computer, and restoring.





Error 2009
Error 2009: Apple is investigating reports of this error. If you are able to resolve an Error 2009, collect the logs and reports listed at the end of the article and send an FYI RTA.





Error 3004
Error 3004: gs.apple.com server is unreachable. Customer needs to update, correctly configure, or disable their firewall / security software to allow access to gs.apple.com via port 80.





Error 3013
Error 3013: Customer is using a proxy server. Bypass the proxy server, connect directly to the Internet, and try again.





Error 3014
Error 3014: Customer is using a proxy server, or they have insufficient disk space to perform the backup, restore, or update. Try without using a proxy or free up more disk space and test again.





Any 3000 restore/update error
Any 3000 restore/update error, ensure that they are not using a proxy server, ports 80 & 443 are open, and the computer can contact gs.apple.com. For error 3000's, please collect the following information for your RTA:



Proxy Server configuration settings.
What Firewall software or security software is used.
iPhone Updater Logs.
Apple System Profiler report (Mac) or iTunes Diagnostics (PC - both the .rtf and .spx files.)
MSInfo32 report (for PC). See Unknown error alert message when connecting to the iTunes Store for instructions on how to collect MSInfo32 reports.


Error 9807
Error 9807: Firewall, proxy, or network settings are blocking access to VeriSign. See "Open the proper ports and allow access to Apple servers" near the top of this article.





Error -9808
Error -9808 (or 9808) is addressed in Unknown error alert message when connecting to the iTunes Store. If those steps do not resolve, the root cause is likely 3rd party security or firewall software. See this article for details on troubleshooting third-party security software issues.





Error 9844
Error 9844 is typically caused by incorrect firewall settings. See the top of this article for ports and severs that must be open.





Hang during restore
If the update/restore is hanging at verifying software (or hanging anywhere during the restore process), or you are unable to resolve an Error 14 or Error 13 with the other troubleshooting steps in this article, then the issue may be resolved be editing the Registry. Typically 3G PC card software ('AirCard', etc.), ISP communication software, or Internet speed download optimization software has modified the default TCP/IP packet size. Follow these steps to resolve a hang at verifying software symptom:



Note: Before following these steps, make sure the customer is logged in as an admin user. There are legitimate reasons to change the TCP/IP packet size and not use the Windows default settings (i.e. - network traffic optimization, home/broadband optimization, Enterprise apps optimization such as database apps, Exchange, and more). However, unless the customer consents in deleting their "TcpWindowSize" entry in Windows Registry, AppleCare should not do it since it could affect their system's performance with other apps or on the user's network connections. Deleting the customize TCP/IP settings might later require the user to reinstall their third-party application(s) (which AppleCare cannot identify) that had modified their TCP/IP settings from the Windows default settings.

For Windows XP, Windows Vista, Windows 7: Go to the C:\\Windows folder and launch regedit.
Go to Edit > Find.
Search for "TcpWindowSize" entries. Keep in mind there are probably multiple entries of TcpWindowSize spread throughout the Registry. If "TcpWindowSize" exists, one or more third-party applications have changed the user's default Windows settings for TCP/IP.
Go to File and select Export. This step will export a copy of the Registry.
Delete the "TcpWindowSize" entry.
Search for the next "TcpWindowSize" entry and delete each one until the Registry no longer has any "TcpWindowSize" entries.
Close Regedit, restart the computer, and test.
If the customer is uncomfortable with deleting this registry entry and is using a work/corporate computer to restore or update their iPhone/iPod touch, refer the user to their network administrator. For managed Enterprise/Corporate environments, check with their network administrator on what values TCP/IP can be set in their Windows Registry setting so that the user can update/restore their device rather than deleting the "TcpWindowSize" entry.

If editing the registry does not resolve the issue, restoring on a different computer that did not install the communication software is the step most likely to resolve this issue. If the customer does not have any access to another computer, check to see if there is an Apple Retail Store in their area. If you cannot resolve a "hanging during restore" symptom, please collect the Registry, archive it, and attach it to your RTA.





The steps mentioned in the above article should cover most restore errors, the following can be achieved through uninstalling and reinstalling iTunes. However, in some situations it may be preferable to perform this step:

Restarting the Apple Mobile Device Service (Windows Only)


Restarting the Apple Mobile Device service on Windows XP or Windows Vista may allow you to successfully restore iPhone. Refer to the steps below for your version of Windows.


Note: You'll need to sign in with an administrator account for these steps.

Windows XP

Quit iTunes and disconnect iPhone.
Choose Start > Control Panel.
Inside the Control Panel, open Administrative Tools.
Open Services.
Select Apple Mobile Device and click Stop the service.
After the service is stopped, click Start the service.
After the Apple Mobile Device service has started again, open iTunes and connect iPhone.
Select iPhone on the left side of the iTunes window, click the Summary tab, and then click Restore.
Windows Vista

Quit iTunes and disconnect iPhone.
Click the Windows Start button
In the Start Search field type "Services."
In the Programs section of the search results, Click "Services".
Select Apple Mobile Device and click Stop the service.
After the service is stopped, click Start the service.
After the Apple Mobile Device service has started again, open iTunes and connect iPhone.
Select iPhone on the left side of the iTunes window, click the Summary tab, and then click Restore.


If the above steps did not resolve the issue for the customer, please escalate/transfer to Tier 2.



Tier 2
If the customer receives a new error message during troubleshooting please capture the new log files as well.

Please ensure that the troubleshooting steps have been attempted:

Update iTunes to the latest version available.
USB isolation troubleshooting.
Restore using a new user account or alternatively delete the restore files.
Restore on a different computer.
Disable, deactivate, or uninstall third-party security software and test. See the steps documented for Error 1602, above.
Any steps documented in the article specific for the alert message.
If on Windows, check the entire Registry for TcpWindowSize entries.
If those steps do not resolve the issue, collect the following information and include them all in an RTA:

If you are experiencing a "hanging during restore" error, Error 2, 13, or 14 that you cannot resolve, please capture the customer's Registry and attach that to your RTA along with the other logs and reports detailed below.

Collect Updater Log files


If running Windows Vista, go to C:\Users\[Username]\AppData\Roaming\Apple Computer\iTunes\iPhone Updater Logs and have the user relocate all of their iPhone log files. If the Software Restore Error message is being reported on an iPod touch, have the customer go to their C:\Users\[Username]\AppData\Roaming\Apple Computer\iTunes\ iPod Updater Logs and have the user relocate all of their iPod log files. Do NOT delete the old log files.
If running Windows XP, go to C:\Documents and Settings\[Username folder]\Application Data\Apple Computer\iTunes\iPhone Updater Logs and have the user relocate all of their iPhone log files. If the Software Restore Error message is being reported on an iPod touch, have the customer go to C:\Documents and Settings\[Username folder]\Application Data\Apple Computer\iTunes\iPod Updater Logs and have the user relocate all of their iPod log files. Do not delete the old log files.

If running Mac OS X, go to ~/Library/Logs/iPhone Updater Logs and relocate all of their iPhone log files. If the Software Restore Error message is being reported on an iPod touch, have the customer go to ~/Library/Logs/iPod Updater Logs and relocate all of their iPod log files. Do NOT delete the old log files.

Attempt the restore process again on iPhone or iPod touch with the latest version of iTunes to reproduce the Software Restore Error message and generate a new iPhone or iPod touch Updater log. (If performing the restore process again is successful, then no RTA or information is needed to be captured since the issue is resolved.)
Rename iPhone or iPod Updater log to include the customer's Case ID in the filename in the format of iPod Updater XXXXXXXX.log or iPhone Updater XXXXXXXX.log



Collect system and configuration reports


For Windows XP or Vista users, run iTunes Diagnostics. While iPhone or iPod touch is connected, open iTunes and choose Help > Run Diagnostics. Run all the Diagnostic Tests except for the CD/DVD drive tests.

Click the next button (about 8 times) to get through the dialogs until you get to the final screen which will display "iTunes Diagnostics Complete."
Click the Save button to save the two diagnostics files to the user's Desktop (they will see iTunes Diagnostics.rtf & iTunes Diagnostics.spx files).
Quit iTunes.
Rename the two diagnostics files to include the customer's Case ID to the filename in the format of iTunes Diagnostics XXXXXXXX.rtf and iTunes Diagnostic XXXXXXXX.spx so that we can link the customer's log files with their case ID. Apple needs both the .rtf and the .spx files.


Also please collect an MSinfo32 report for every update/restore issue with a PC. Please ensure that the customer saves the MSInfo32 report as a text file (.txt), not .nfo or any other file format. The MSInfo32 report contains vital information on configuration, manufacturer, model, and running tasks, as well as other information needed to resolve the customer's restore error. Please verify that you can open the MSInfo32 report with TextEdit before disconnecting the call with the customer.

Collecting the MSInfo32 report
Windows XP, Windows Vista, Windows 7:

Navigate to the C:\Program Files\Common Files\Microsoft Shared\MSInfo\ folder.
Open msinfo32.
Choose File > Export. Ensure that it is set to save as a text file. Save the file on the desktop.
Capture this file.
Check the file to ensure it is a .txt file not a .nfo (or other format). If it is not .txt, go back and Export it again, ensuring that the customer has chosen the text format for the export.


For Mac OS X users, choose Apple menu > About this Mac, click More Info, and choose File > Save As to save the System Profiler report on their Desktop with the file name (Case ID XXXXXXXX).

Direct the customer to email you these log files and reports for your RTA submission:

Windows 7, Vista, or XP:

MSinfo32 report in text format (not in .nfo format).
iTunes Diagnostic <case number>.rtf and iTunes Diagnostics <case number>.spx files. I prefer you send these directly instead of submitting them electronically.
iPhone/iPod Updater <case number>.log files
For hanging during restore, Error 2, 13, 14, also collect a compressed copy of the Registry.
For Mac OS X users, have the customer attach and email the:

iPhone/iPod Updater <case number>.log file
System Profiler <case number> SPX file or Capture Data report.
Collect these updater logs and reports, and submit a HIGH priority RTA with the above data attached.

[DeepUnknown]

i found all errors except one which is: 1009! every time i try to download from the app store i get this error any idea why?! (i know it's not listed here cuz those are idevice related)

[Monsieurtalbot]

VERY useful thread.

Just stuck it... So everyone can enjoy!

Thanks for being a valuable member!

[iank82]

Error 2009
Error 2009: Apple is investigating reports of this error. If you are able to resolve an Error 2009, collect the logs and reports listed at the end of the article and send an FYI RTA.

i find it funny even apple doesnt know what every error their own devices create means

[ddub420]

Originally Posted by Monsieurtalbot

VERY useful thread.

Just stuck it... So everyone can enjoy!

Thanks for being a valuable member!

i concur, very useful thread

good work snowblind24

[snowblind24]

Originally Posted by ddub420

i concur, very useful thread

good work snowblind24

see not all apple employees are evil ahha... i'm here to help

[ann345]

good work very useful

[lothariokundalini]

i had error 3259 while restoring in itunes (NOT the shift-click restore). i think this is so because i edited my hosts file to point to saurik's server. i didn't backup the orig hosts file.

help on what to do pls??

---------- EDIT ----------

i had error 3259 while restoring in itunes (NOT the shift-click restore). i think this is so because i edited my hosts file to point to saurik's server. i didn't backup the orig hosts file.

help on what to do pls??

[wizwar]

wow this is interesting.. cool post thanks

[texmex2004]

Originally Posted by lothariokundalini

i had error 3259 while restoring in itunes (NOT the shift-click restore). i think this is so because i edited my hosts file to point to saurik's server. i didn't backup the orig hosts file.

help on what to do pls??

---------- EDIT ----------

i had error 3259 while restoring in itunes (NOT the shift-click restore). i think this is so because i edited my hosts file to point to saurik's server. i didn't backup the orig hosts file.

help on what to do pls??

If you edited your hostfile just delete the entry you put in there. Should look like this
###.###.###.### saurik's server

[alphapapa]

Awesome post, had to restore mine as it got stuck in a loop and wouldn't boot.

After I restored to 4.02 I then edited my host file and got error 3014 when trying to downgrade and didn't have a clue till I saw this here. Connected to a different WiFi at work that doesn't use a Proxy and it worked first time!

Thanks

[snowblind24]

Originally Posted by alphapapa

Awesome post, had to restore mine as it got stuck in a loop and wouldn't boot.

After I restored to 4.02 I then edited my host file and got error 3014 when trying to downgrade and didn't have a clue till I saw this here. Connected to a different WiFi at work that doesn't use a Proxy and it worked first time!

Thanks

you're welcome

[Hect19C@$h]

3G on ios 4.0.2 stuck in
Recovery mode. The iTunes completed recovery but error #3002 came up. Wat are some ways I can recover my phone, the dfu mode isn't responding either.

[Rats and Gods]

This is great. Thanx!!!

[fasiphone]

i have a 3gs 3.1.2 , somehow i,m stuck with the apple logo i have shsh saved on cydia whenever i try to restore from itunes it says the iphone could not be restored its not eligible any help would be appreciated

[karma]

Originally Posted by fasiphone

i have a 3gs 3.1.2 , somehow i,m stuck with the apple logo i have shsh saved on cydia whenever i try to restore from itunes it says the iphone could not be restored its not eligible any help would be appreciated

If you are positive you have your SHSH blob file for the firmware you're trying to restore to, then click here for a step-by-step guide on how to restore using your SHSH blobs. Double check and make sure you didn't miss anything.

[sd_guy619]

hey do any of you guys know how apple can tell (IF they can), if you have jailbroken your iphone or not? thanks

[stratz]

the fact that you copied and pasted an internal article while you were at work makes you an evil Apple Employee. This has been reported and you will most likely lose your job. if a moderator reads this please remove this post as it is internal information.

[snowblind24]

Originally Posted by stratz

. if a moderator reads this please remove this post as it is internal information.

yeah cuz that'll happen...... After apple found this they made the article public

[ajgibbo]

i have a iphone 3g running on 4.2.1 baseband 6.15.00, i wanted to restore it back to factory condition so used itunes but didnt realise that the new 4.3 has come out which is not compatible for my 3g so now my phone is stuck in recovery mode, ive done everything that ppl have suggested nd dowloaded every program to force it into dfu mode, i keep getting error code 1015 with itunes evan tho i have run tinyumberella, it seems that my phone doesnt have or want any sort of firmware on it evan if its custom or official