11 Replies Latest reply: Jul 3, 2013 4:19 PM by JustNatalieee
JustNatalieee Level 1 Level 1 (0 points)

My iPhone was on charge earlier this evening, and when disconnecting it to use it again I noticed it had entered recovery mode randomly (I'm still not sure why this happened in the first place) I know usually this isnt a very big problem and you can simply connect it to iTunes and restore it, which I attempted to do, however when doing this my iPhone displayed a black screen with a blinking apple sign and iTunes wouldn't recognise my iPhone. I held the home button down, and iTunes then recognised my iPhone, however when I hit restore, an error sign comes up saying my iPhone cannot be restored - so I am unable to restore my iPhone through iTunes.

I cannot restore my iPhone by holding down the home and power button as my power button jammed just over a month ago randomly (literally woke up one morning and was unable to use it at all) so my iPhone is now stuck in recovery mode and I can't get it out.

I'm going to visit apple tomorrow to see if they can help. I'm still covered by warranty as I've only had my phone just over 11 months. Do you think it's likely they'd be able to restore is via iTunes in store? and if not do you think I'd be able to get a replacement because of this issue and because of my broken power button? Incredibly worried, as I don't know why my phone has even randomly entered recovery mode or why my power button jammed in the first place and I really don't want to end up paying £120 for a new handset when I don't feel any of this was really my fault.


iPhone 4 (8GB), iOS 6.1
  • 1. Re: I'm unable to get my iPhone out of recovery mode?
    Dirty Vegas Level 4 Level 4 (1,430 points)

    If you want the technicians at the Genius Bar to restore using iTunes you will need to bring your computer.  If they would (they won't) use the iTunes in the store, you could only sync to what's on the store's computer. Using the store's computer, all that will be allowed is a DFU which will erase all of your data.

     

    Because of the malfuctioning sleep/wake button, your iPhone will need to be replaced.  Unless you are using iCloud to backup, you will need to restore using the backup that is in iTunes on your own computer.

  • 2. Re: I'm unable to get my iPhone out of recovery mode?
    ChrisJ4203 Level 7 Level 7 (28,185 points)

    Try this support document http://support.apple.com/kb/HT1808. You may have to do this more than once.

  • 3. Re: I'm unable to get my iPhone out of recovery mode?
    JustNatalieee Level 1 Level 1 (0 points)

    Had nothing but bad luck today when going into the apple store to try and resolve this problem.

    Attempts in store to restore my iPhone via iTunes failed as again, an error sign continued to come up. The man in there told me, that it looked as if a software malfunction has occured which has not only caused my iPhone to go into recovery mode but is preventing it from being restored therefore even if my power button was working, chances are doing a restore still would not be possible.

    It turns out my warranty expired just over 12 months not 11 months so this isn't covered by apple and I have no other choice but to fit the bill of £120 for a replacement handset. A little annoyed at this seeing as I'm only 24 days out, and this issue is something that ultimately has not been caused by myself but by a software issue that can't be helped, yet I'm having to pay such a high price as a result of it. I highly doubt I will be taking out another iPhone after my contract for this one has finished.

  • 4. Re: I'm unable to get my iPhone out of recovery mode?
    Dirty Vegas Level 4 Level 4 (1,430 points)

    According to what you have described, the sleep/wake button began to malfunction approximately one month ago.  It also appears that your warranty expired around the same time.  When a customer seeks support within a few days of warranty expiration, some wiggle-room can be granted.  Is there a reason that you waited this long before seeking support?

  • 5. Re: I'm unable to get my iPhone out of recovery mode?
    JustNatalieee Level 1 Level 1 (0 points)

    It was definitely my bad for waiting as long as I did to address the issue of my power button not working. This was the case because at the time this happened, I had exams to sit and revise for so I didn't have the time to travel to my nearest Apple store (15 miles away) and as my phone was still useable I stupidly put it off. This time however, I've finished all of my exams and this software malfunction stopped me from using my phone at all so I had no choice but to go and seek support.

  • 6. Re: I'm unable to get my iPhone out of recovery mode?
    Dirty Vegas Level 4 Level 4 (1,430 points)

    JustNatalieee wrote:

     

    {snip}. . .I highly doubt I will be taking out another iPhone after my contract for this one has finished.

    By your description, the Apple store is 15 miles away.  That's a 40-minute drive, or maybe an hour by bike or bus.  Don't blame this on Apple.  If you want another manufacturer's phone, let your preferences be your guide.  Be honest though; at least be honest with yourself.

  • 7. Re: I'm unable to get my iPhone out of recovery mode?
    JustNatalieee Level 1 Level 1 (0 points)

    If my phone software randomly malfunctioned - of course I'm going to blame it on apple, because they're the only one to blame for that. I didn't do anything for it to lock itself into recovery mode and it's not my network providers fault - therefore for this error the blame has to lie with apple. For me to get to my nearest apple store it would take me 2 hours from my school as my school is a further 8 miles away from where I live and I have to catch 3 buses to get from school to the apple store. In the middle of exams when I need to sit exams to get into university, taking 5 hours out of my day to travel to and from my nearest apple store wasn't possible because I had various revision sessions I needed to be in school for, plus keeping in mind that the wait for an appointment with a genius in an apple store can be anything from half an hour to 2 hours on a weekday this further made gettting to an apple store harder. So when I was still able to use my phone in spite of my power button not working, I never prioritised going to Apple. Obviously now had I have done so, I may have ended up getting a replacement under warranty and that would've completely avoided the problem I have now, but I wasn't to know this was going to happen at all, perhaps this is a learning curve for me now to ensure with any future phone I have, I don't leave a problem with it until it's too late...

  • 8. Re: I'm unable to get my iPhone out of recovery mode?
    Dirty Vegas Level 4 Level 4 (1,430 points)

    JustNatalieee wrote:

     

    {snip}. . . I never prioritised going to Apple. {snip}

    I can see how that's Apple's fault.  i no longer need convincing.  You win.

  • 9. Re: I'm unable to get my iPhone out of recovery mode?
    gwu888 Level 1 Level 1 (0 points)

    I am having the exact issue as yours, but, I fixed this issue myself and I would like to help many of those suffering from this issue to not be treated by Apple -- when I woke up in the morning I found my iPhone 4 was in "Upgrade to iOS6" mode on the moring that I planed to travel -- my alarm is still alarming me to wake up but the phone could not be used anymore, so fortunately I have backup phone to switch the sim-card to. When I am back home I went to a local "Short Hills" apple store Genius Bar and the staff told me that it could not be fixed, the only way to resolve this was to pay $150 for "Replacement" for a refurbished iPhone - I didn't believe him! My home PC/iTunes can detecte my phone, but the Genius Bar staff said it can't be deteted. I tried many different ways and finally I came up the followings which fixed by iPHone: 1) if you need to backup your stuff within the iPHone, you can use iTools from your PC; 2) Install the latest iTunes; 3) Try to recovery your iphone with iTunes several times and to see if it could be fortunately restored, Pay attention to the error messages, I got (-1) and (3194) which are ok, if they all are not working, then perform the last: 4) download the latest firmware for your version of your phone, such as iphone 4,5, GSM, CDMA, etc and save it into your PC; 5) perform a recovery mode from iTunes, but this time, you are pressing down the "Shift" key while you are clicking the "Recovery iPhone" from your iTunes, it will pop up a window to ask you to upload the firmware, you then select that downloaded firmware and it should fixed you problem and your iPhone will be just like brand new from Apple manufacture! Good luck! -- I have several negative experience with Genius Bar -- they are using refurbished phone with much older screen life LCD to replace my warrenty new phone -- this is apple the policy which are being complaied worldwide!!!! If I had choice, I would not have been using iPhone!

  • 10. Re: I'm unable to get my iPhone out of recovery mode?
    gwu888 Level 1 Level 1 (0 points)

    all the above worked for me (be able to call and accept calls) about 10 mins then the phone went into the status that not able to call out, I have to reboot it and it boots into the "Recovery Mode" again. I did try twice, the same result. and the worst thing was from then on I am not able to run recovery anymore from iTunes again.

  • 11. Re: I'm unable to get my iPhone out of recovery mode?
    JustNatalieee Level 1 Level 1 (0 points)

    Thanks for being so helpful.

    I have attempted to download firmware for my iPhone, but unfourtnately as it's a very large file, and my wifi connection keeps timing out during the download, I've been un able to download it and try out this method for myself. I might give this a shot in a few days time again and see if I have any more success downloading the actual file and if it can help restore my iPhone. I'm currently in the proccess of contacting my mobile phone provider as under EU consumer rights laws I'm legally entitled to a new replacement handset. I'm trying not to get my hopes up for anything though and I've prepared myself to have to pay £120 next week when I get payed for a replacement from apple. I suppose the good thing is that the new handset will be under warranty for a year and I have less than a year now until I can upgrade my mobile so if anything like this happens again during my contract I will be entitled to a free replacement under apple and I won't have to pay such a high fee! Again, thankyou.