1 2 Previous Next 19 Replies Latest reply: Nov 4, 2009 9:36 AM by very_unhappy_with_apple
very_unhappy_with_apple Level 1 Level 1 (0 points)
Quick version: I updated the "software" with iTunes. iTunes froze and said it could not be updated. The phone, however, is locked with the disk icon and a USB cable icon. Unfortunately, when I plug the phone into the usb port (tried them all) the phone is not recognized by itunes. I'd love to call support, but my phone does not work, and since I cannot find an email contact, I'm left to this forum.

The longer version: I bought a new laptop, and I tried installing itunes software, of course, nothing worked after spending 4 hours working with it and the support site. I was forced to contact support and spend another hour on the phone with them. Finally, the software installs. As the the iphone and itunes sync, itunes keeps asking to update the software for the phone (I'm using v.9, itunes), so I foolishly acquiesce, and now I'm left with a brick that is costing me $$$$.

I've done the "hold home button/sleep button", but the slide bar does not come up. It simply turns off. When it restarts, same screen reappears: Disk icon with USB cable icon. I've read a few website recommending a hard reset, but I cannot get to the screen to start the process. At this point, I do not care about losing my info, I need to be able to make phone calls, immediately.

Honestly, this is ridiculous.... at a minimum, is there an email support?

On a side note, I never realized how much we rely on cell phones. I feel like I on a desert island....

Best,
Mike

HP, iPhone OS 3.0.1, Seriously disappointed
  • 1. Re: iPhone is LOCKED
    shadowbeast Level 2 Level 2 (210 points)
  • 2. Re: iPhone is LOCKED
    wjosten Level 10 Level 10 (93,285 points)
    Most likely the .ipsw is corrupted. You need to delete all .ipsw files on your computer first.

    If you're on a mac, they are here:

    iPhone: (user account)~/Library/iTunes/iPhone Software Updates

    Windows:

    C:\Documents and Settings[username]\Application Data\Apple Computer\iTunes\iPhone Software Updates

    Don't worry, itunes will re-download. Make sure your connection to the internet is good, if on windows, disable any ant-virus, firewalls, etc.

    Put the phone in DFU mode.

    * Plug the phone into the computer with iTunes running.
    * Press the power button (aka sleep/wake button, the one in the upper right corner) and then right away press the home button while still holding the power button. Hold both buttons down for 10 seconds.
    * After the 10 seconds, release the power button but keep holding the home button.

    If it works, then you should see a pop-up indicating that iTunes has detected a phone in recovery mode (in Windows, there's also a sound effect from the OS typically to tell you a device has been recognized). You can let go of the home button when you see this. If you don't get this indication, then try again.

    Once you get the popup, then click the okay button and then restore the iPhone from your backup.

    For most people it takes a few times to get it right, the screen will be BLANK! when you're in DFU mode, if there's anything on it, you're not there.
  • 3. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    Yea, like I said, I cannot get to this step. But thanks!

    "Power off the device (Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for the the iPhone or iPod touch to turn off."
  • 4. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    wjosten, thanks, I'll give it a shot.
  • 5. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    Okay, I did as you instructed, and some progress was made. iTunes started the restore process and the iphone's screen was white, but ultimately, the process failed and said it could not be restored. After doing what you described 3 more times with the same result, I uninstalled itunes as described by apple support a few days ago. Then, I tried your method without any luck. The only thing I get is "USB device not recognized."

    Anything else?
    Mike
  • 6. Re: iPhone is LOCKED
    wjosten Level 10 Level 10 (93,285 points)
    Are you running any web accelerator software? Sure your ant-virus, malware & firewalls are disabled? Really looks like itunes can't connect to apple's servers to verify the software. Something is blocking this.
  • 7. Re: iPhone is LOCKED
    wjosten Level 10 Level 10 (93,285 points)
    What OS are you running?
  • 8. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    Vista pro, nod32, and I disabled the firewall but not the other. I'll try it.
  • 9. Re: iPhone is LOCKED
    wjosten Level 10 Level 10 (93,285 points)
    iTunes won't connect to apple's servers if you're running any of the stuff I listed.
  • 10. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    I disabled everything, same result. USB device not recognized.
  • 11. Re: iPhone is LOCKED
    wjosten Level 10 Level 10 (93,285 points)
    OK
    Let's look at this:

    The iPhone requires two important pieces of software to operate properly on Windows. First, the driver must be installed; for iPhone the driver is USBAAPL.SYS. Second, Apple Mobile Device Support must be installed as a Windows Service. If these are not installed, you'll have to reinstall itunes.

    Verify that the driver is installed by connecting iPhone to the computer and following these steps:

    1. On the Start menu, click Run. (For Windows Vista and Windows 7, click the Windows Start button and click inside the Start Search field to place the cursor there.)
    2. Type devmgmt.msc and click OK. A list of devices will be displayed.
    3. Scroll down to Universal Serial Bus controllers and click the small plus sign to expand this group. iPhone will be listed as either Apple iPhone or Apple Mobile Device depending on the version of the driver installed.
    4. Right-click Apple iPhone (or Apple Mobile Device) and choose Properties from the shortcut menu.
    5. When the Properties window opens, select the Driver tab.
    6. Click Driver Details to view more information.

    Verify that the Apple Mobile Device Service is installed and running using the Services MMC snap-in:

    1. On the Start menu, click Run. (For Windows Vista and Windows 7, click the Windows Start button and click inside the Start Search field to place the cursor there.)
    2. Type services.msc and click OK. You will see a list of services.
    3. View the list In alphabetical order and verify that the "Apple Mobile Device Service" status is "Started."
    4. If the status does not indicate the service is started, right-click Apple Mobile Device Service and choose Start from the shortcut menu.
    5. If the service is installed and started, right-click the service and choose Restart from the shortcut menu.

    If the driver is installed and the service is installed and started, check the Event Viewer for error messages.
    1. On the Start menu, click Run. (For Windows Vista and Windows 7, click the Windows Start button and click inside the Start Search field to place the cursor there.)
    2. Type eventvwr.msc and click OK.
  • 12. Re: iPhone is LOCKED
    very_unhappy_with_apple Level 1 Level 1 (0 points)
    As of now, I'm able to make calls. THANK YOU!

    After 30 installs and re-installs and a lot of anger, itunes finally accepted your method.

    Apples' lack of email support is BS. How do you call tech support when your phone is the problem.... an either...or option would be nice.

    Now I can spend the rest of my evening figuring out how to get my apps back....

    THANKS!
  • 13. Re: iPhone is LOCKED
    beagleman2009 Level 1 Level 1 (50 points)
    i had this problem after trying all apple supports advice including reformatting my hard drive. the thing that fixed me was turning off firewall and anti virus then reinstalling itunes from apples website then doing a force restore by holding the power button and the home button down at the same time till itunes says that it has found a phone in restore mode and restore the phone as a new phone and make sure and update to 3.1.2 for some reason 3.1 caused this problem with alot of windows users.
  • 14. Re: iPhone is LOCKED
    LinetteTaylor Level 1 Level 1 (0 points)
    Thank you - this advice defrosted my phone as well. Just yesterday I said to my colleagues that I will never again use anything else than an Ifone and guess what this morning it froze!

    Must admit the pure thought that I may have to go dig out my old Nokia & Motorola froze me!
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