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How to Resolve Update and Restore Alert Messages

When you are trying to update or restore your iPhone, iPad, or iPod touch with iTunes, the update or restore process may stop, and you may see an alert message in iTunes.

You can resolve many restore issues using the troubleshooting steps documented here.


Try these steps first

To perform some of these steps, you need to be logged in to the computer as an administrator. If you are not sure if you have administrator access, contact the owner of the computer or the system administrator.

Note: If necessary, review the steps for restoring your iOS device.

You can resolve most restore errors by following these basic steps:

1. Update to the latest version of iTunes

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

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 alert you that the update server could not be contacted. Resolve your Internet issues and attempt to update again.

If you are using Windows, see iTunes for Windows XP: iTunes cannot contact the iPod, iPad, or iPhone software update server and iTunes for Windows: Network Connectivity Tests.

2. Verify that your operating system is up to date

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.

3. Disconnect other USB devices

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

Disconnect all USB devices (hubs, printers, scanners, card readers, cameras, and so on).
Connect only your keyboard and mouse.
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 stand-alone display has a USB connection, disconnect all USB devices from it. Do not plug into a USB port on the front of your computer; plug directly into a rear USB 2.0 port.
If you are using an iOS-device dock, disconnect the dock and plug the cable directly into the iOS device.
Restart the computer.
Launch iTunes and try restoring.

4. Check security settings

Out-of-date or incorrectly configured security software, firewalls, and router settings or firmware may cause restore issues. 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 an update or restore to proceed. Follow the steps in Troubleshooting security software issues to identify, update, and configure third-party security software. If you are using a router to connect to the Internet, either bypass the router and connect directly to the Internet source or go to the manufacturer’s website and determine if there is an update or if there are steps to configure security settings. If you have updated iTunes since checking for security software updates, your security software is likely to be out of date.

If you have installed software to perform unauthorized modifications to your iOS device, that software may have redirected connections to the update server ( within the Hosts file. You may receive an error 1004, 1013, 3194, or “This device is not eligible for the requested build” in this circumstance. For steps to edit the Hosts file and allow iTunes to communicate with the update server, follow the steps in the Blocked by configuration (Mac OS X / Windows) > Rebuild network information > The hosts file may also be blocking the iTunes Store section of iTunes: Troubleshooting iTunes Store on your computer, iPhone, iPad, or iPod.

After updating and configuring your security settings or modifying your hosts file, restart the computer and try to restore. You may need to temporarily uninstall third-party security software to restore your iOS device if the most recent version of that security software has not been updated to the latest iTunes release. After restoring and syncing your iOS device, reinstall and set up compatible security software.

5. Restart your computer

If there were no system software updates available for your computer, you are running the latest version of iTunes, have no other USB devices attached, have no security software installed, and are directly connected to your ISP source, simply restarting the computer can clear up certain issues that could prevent you from restoring iPhone, iPad, or iPod touch. After restarting, attempt to restore again.

Additional Information
Specific error codes and advanced steps

Following the steps listed above will resolve most update and restore errors. The alert message in iTunes may also include one of the following error codes (the message may also include a number not listed):

2, 4, 6, 9, 13, 14, -18, 19, 20, 21, 23, 28, 29, 34, 35, 37, 40, -48, -50, 1000, 1002, 1004, 1011, 1013, 1014, 1015, 1479, 1601, 1602, 1603, 1604, 1611, 1631, 1638, 1639, 2009, 3002, 3004, 3013, 3014, 3015, 3194, 3200, 9006, 9807, -9808, 9844, 4026xxxxx, Internal Error.

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