1 2 Previous Next 28 Replies Latest reply: Jan 13, 2013 1:58 AM by Mrlebron Go to original post
  • 15. Re: Iphone 5 says "device unknown" when doing the setup
    shirlzor Level 1 Level 1 (10 points)

    not a problem

    best of luck to your iphone! hopefully you find a staff that knows how to deal with this issues. the apple store i went to said they've had several cases like this already.

  • 16. Re: Iphone 5 says "device unknown" when doing the setup
    i photo makes noise Level 1 Level 1 (0 points)

    I have the same problem... I bought two iPhone 5 at Soho store in NYC... activated both of them with seperate numbers in Germany...both worked for a while just perfect, then I registerd one of them at apple product registration and it stopped working, or rather - the phone was working over the wifi but there was no network (searching...no service...searching...etc). As the other phone was still working I thought that maybe something went wrong with the update/syncing and I decided to just reset the whole phone. That was it...  it lets me to choose a language, country and wifi and then says on the top of the screen : Device Unknow... and in the middle: Please visit the Service Answer Center at http://....

    I can not(altough I will) contact support for I can not access the serial number on that phone no more (it seemed that that the product didnt actually register..for whatever reason).

    So trying to be on the safe side I thought I better register the second one(and write down serial nr as well) and doing so, this one stopped working as well. It was working perfictly for 24 h until registration, so could it be something to do with that? I have not reset the second one, and wont hopefully need to either, but it just seems to strange that both of them lost their network after registering the products at apple!!!

    I dont have a Genius Bar nor official Apple store near me, so im hoping that someone can tell me what to do... I will of course go tomorrow for authorised reseller and see what they say!!!

  • 17. Re: Iphone 5 says "device unknown" when doing the setup
    robertwagner1996 Level 1 Level 1 (0 points)

         I don't know yet what the problem is, but I'll wait what Apple says with the info of shirlzor

  • 18. Re: Iphone 5 says "device unknown" when doing the setup
    brad71313 Level 1 Level 1 (0 points)

    I live in Germany and the exact same thing happened to me.  I bought an unlocked american iphone directly from apple.  I brought it to the t-mobile store and they replaced my 4s sim card with a micro sim card for the iphone 5.  It worked great for about 2 hours and then could not find a signal.  I called apple and they had me do a factory reset.  After that the phone would not activate at all.  I can not do anything.  I then went back to t-mobile and got a new sim. Same thing, worked great at first and then nothing.  SO frustrating for an $800 phone!!!.  If you find out any info on the problem, please let me know.

  • 19. Re: Iphone 5 says "device unknown" when doing the setup
    robertwagner1996 Level 1 Level 1 (0 points)

    It's really weird huh... I'm still waiting for a reponse from Apple. I past all the information to them, but I have the idea that they don't know the cause of the problem neither..?

  • 20. Re: Iphone 5 says "device unknown" when doing the setup
    brad71313 Level 1 Level 1 (0 points)

    I am going to the Apple store in Frankfurt tomorrow.  I read on some forums that you may need to turn off LTE for it to continue to work in Germany...But as you know, I cant access anything after the factory reset.  I will post again after I return from frankfurt.  Again, if you find out anything or have any suggestions, please let me know.

  • 21. Re: Iphone 5 says "device unknown" when doing the setup
    robertwagner1996 Level 1 Level 1 (0 points)

    yeaht that's what I've heard to. but I've got no Apple store in the area. So I'll need to send it up I think

  • 22. Re: Iphone 5 says "device unknown" when doing the setup
    robertwagner1996 Level 1 Level 1 (0 points)

    My iPhone works! I put in a Rogers SIM card to activate it. After that I turned of the LTE and I was capable to successfully place a TELUS SIM card. This says that it had something to do with the LTE and the compability of the LTE bands with the carrier. Apple wasn't capable of solving the problem.. So I'm glad there were some guys on this forum with good tips!

  • 23. Re: Iphone 5 says "device unknown" when doing the setup
    Mrlebron Level 1 Level 1 (0 points)

    @Brad71313. What happened at the end? I have the same problem and I'm also in Germany (I bought it the US). I'm  going today to FRankfurt, did they solve the problem? I also chatted with a guy in the apple support and he told me that if they couldn't fix the problem I would get a new one. What happened with you at the end?

  • 24. Re: Iphone 5 says "device unknown" when doing the setup
    brad71313 Level 1 Level 1 (0 points)

    I wnet to Frankfurt, but did not know that I has to make an appointment first.  The "genius bar" was nice, but would not help me withour an appointment.  They did tell me that there would not be much that they could do because it was an American Iphone.  I returned my Ihpone to apple which has been a huge hassle itslef. They are processing my return now and hopefully I can get a refund.  It still does not make sence to me why the phone does not work over here.  This whole process has been a disaster.  Please let me know what they told you or if you have any additonal info on the problem.  Thanks.

  • 25. Re: Iphone 5 says "device unknown" when doing the setup
    Mrlebron Level 1 Level 1 (0 points)

    I wasn't able to go, we were in our way to Frankfurt but there was a HUGE amount of traffic and it took us like an hour stucked in it, and then when we got out of it, we had selected Frankfurt in the GPS but it actually took us to the other Frankfurt. And when we realized we were heading the other way on the same highway. So we either had to get ourselves back again in the traffic or take another route that would have taken us an additional hour. So we just decided to go back.

    Whatever, I think it's pointless to tell my story here. But I'd like you to repeat yours, because I didn't understand it. Did you mail your Iphone back to the US? Did you get to the store and they didn't do anything? Pleas try (if you can) to rewrite your story. I don't know if you speak german if you do, you can also write it in german. I'd really like to know what happened to you.

    Thank you,

    Greetings.

  • 26. Re: Iphone 5 says "device unknown" when doing the setup
    brad71313 Level 1 Level 1 (0 points)

    I am American.  I live here in Germany.  I bought an unlocked iphone 5 from apple.com and had it shipped to my family in america and then they shipped it to me.  This was because apple does not ship to APO addresses overseas.  I then went and got a new micro sim card from t-mobile.  It worked great for about 2 hours and then stopped working. The phone said "searching" or "no signal"  I called apple support for help.  The first thing that they had me do was a hard restore on the phone.  After this, I could not activate the phone at all.  I went back to the t-mobile shop and they gave me a new sim card.  The exact same thing happend.  It worked for about 2 hours and then nothing.  The next day, I took the phone to the apple store in Frankfurt.  I did not know that you needed an appointment to see the technicians.  The would not see me beacue I did not have an appointment.  However they did talk to me and tell me that there was not much that they could do because it was an American Iphone.  I am now in the process of returning the phone for a refund.  I would alos like to know what the problems were with your phone in case I decide to purchase one in the future.

  • 27. Re: Iphone 5 says "device unknown" when doing the setup
    robertwagner1996 Level 1 Level 1 (0 points)

    I think the problem has to do something with the LTE. Here in Canada it was the problem with my Dutch iPhone.

     

    My iPhone didn't support the LTE bands of the network from the provider I wanted (Telus/Bell). It's important to know that Telus and Bell are not fully GSM, (they are HSPA/GSM). My iPhone is the GSM version tough. When I wanted to do the activation, the iPhone kept searching for a Network (LTE) but didn't find one who mached ( at least that's what I think), so the phone said that the device (simcard I suppose) was unknown.

     

    I tried it with an other provider (Rogers) who is fully GSM, with Rogers I successfully activated the phone.

    The only problem I had is that there's almost no signal from Rogers where I live. So I guessed and just turned off the LTE, after that I was capable of putting in a Telus simcard which works perfectly fine now. Although without LTE.

     

    For you guys in Germany it's the same problem I think, you should check wich iPhone model you have exactly (it's written on the back.. A1429/A1428, if it is the A1429 you have to check if it's the GSM or the CDMA version). Also check if it's really unlocked. You should go then to a Genius bar and asked if they can force the iPhone to go to the homescreen. From there you can turn off the LTE, and I think it should work then.

     

    Or you can buy a Simcard that is fully compatible with your iPhone model, like me: My iphone is the A1429 GSM, and Rogers network is GSM.

     

    the Apple helpcenter is not capable of doing anyting, in the last stage I was in contact with an senior advisor. I wrote about 5 times with here. When she asked me again to reset my iPhone I tought I'm just going to try doing stuff myself because this would not work.

     

    When I was you guys I would check wich iPhone you have:

    then compare the iPhone specs underneath here, with the network options of your provider:

     

    • GSM model A1428*: UMTS/HSPA+/DC-HSDPA (850, 900, 1900, 2100 MHz); GSM/EDGE (850, 900, 1800, 1900 MHz); LTE (Bands 4 and 17)
    • CDMA model A1429*: CDMA EV-DO Rev. A and Rev. B (800, 1900, 2100 MHz); UMTS/HSPA+/DC-HSDPA (850, 900, 1900, 2100 MHz); GSM/EDGE (850, 900, 1800, 1900 MHz); LTE (Bands 1, 3, 5, 13, 25)
    • GSM model A1429*: UMTS/HSPA+/DC-HSDPA (850, 900, 1900, 2100 MHz); GSM/EDGE (850, 900, 1800, 1900 MHz); LTE (Bands 1, 3, 5)

     

     

    When something is not clear, or you have an other question I'll hear it!

  • 28. Re: Iphone 5 says "device unknown" when doing the setup
    Mrlebron Level 1 Level 1 (0 points)

    Thank you man, so what i'll do, is that I'll say the guys at the genius bar that what they have to do is force the Iphone to go the home screen so they can desactivate the LTE, would that be enough? Or do I really have to check models? And if yes, where do I find which networks supports my carrier? (T-mobile)

    Thank you for all your help.

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