Previous 1 2 Next 21 Replies Latest reply: Feb 17, 2010 3:48 PM by clubh0pper1
DroogDionne Level 1 (0 points)
Hi everyone.

I have the latest version of iTunes, & after successfully uploading some cds to my iPod, decided to update my iPhone 3G as hadn't done so in weeks.

I keep getting íPhone could not be restored. An unknown error occured (6)'. After about five tries, including restarting the computer, I am still getting the same message. It's not a firewall problem either.

I don't have access to another PC, & was wondering if there is anything else I can try, or if anyone else is having this problem, before calling Apple support (it's 1am here so stressed knowing I have to wait 8 hrs to get an operator).

I'm looking at the black screen of my iPhone and feel sick at the thought I may have lost everything, and need to be contacted on this phone from 6am onwards. If anyone could offer any help/talk-throughs, I'd very much appreciate it.

Thank you.

HP Pavillion dv6 Entertainment Notebook
  • Lawrence Finch Level 8 (35,006 points)
    Start by reviewing this tech note:
  • DroogDionne Level 1 (0 points)
    Thanks Lawrence: will view it now.
  • DroogDionne Level 1 (0 points)
    It got to the point where it once, after numerous attempts, restored to factory settings, requesting to leave the iPhone connected and that the message prompt would be dismissed in 6 seconds, then got the original message 'could not be restored. An unknown error occurred (6)'. I've since just kept trying to restore again and again with no luck.
  • Lawrence Finch Level 8 (35,006 points)
    What OS are you running? If it's Windows 7 AND your computer has the Intel pm55 chipset there is a known bug in the BIOS. Get the latest BIOS from HP.

    A few other things to check. Usually restore problems can be traced to USB problems on your computer. First charge the phone for at least 30 minutes. When you connect it use a USB port directly on your computer, not a hub, keyboard port, or monitor port. Also disconnect any USB devices that draw power, such as backup or CD drives that don't have their own power supply.

    Verify that you have the latest version of iTunes (Help menu, Check for Updates).

    If it still doesn't work completely remove iTunes, reboot, download a fresh copy, and install it. See:

    Another thing to try is create a new user ID on your computer with admin privileges, log in to that user and try to restore again.

    Don't give up hope; this can be fixed.
  • DroogDionne Level 1 (0 points)
    Ok I kept persisting by trying to restore over and over, and it finally got to the the point where I could choose to restore from backup. I just chose the 1st option as opposed to the 2 other October options, and I am currently half way through the 'Restore in Progress' point. Thanks again for answering Lawrence. Very much appreciate your time. I will update this and close thread off as answered if successfully restore (even though I have no idea what the error was, why/how it occurred or how it just seemed to seemingly fix itself after around ten attempts).
  • DroogDionne Level 1 (0 points)
    Still synching apps etc now, but when I clicked on the photo icon and saw the last photo I took this evening come up, I was beaming a mega watt smile.

    I have Windows Vista, but not Win7.

    Every time I update my iPhone, it's like waiting for possible bad news from a doctor. I don't know anyone who has had smooth backups each and every time.

    Your last post was great: I have copy/pasted it for further reference if I get stuck in the future (if that's ÓK with you, of course). Very easy to follow and valuable information to save me pulling up help sites if this happens again (I like to maximize my internet speed/only have iTunes up when my iPod or iPhone is 'undergoing surgery' like tonight's fiasco).

    Your support just by answering was a big help, but I'm sure your hints and tips - which were concise and will no doubt save me ploughing through the help info over and over - will prove very helpful in the future. THANK YOU
  • ruthpbroussard Level 1 (0 points)
    Ok this is pretty stressful i have done all that i can and i am getting no where. I have removed iTunes completely from my computer. And reinstalled it and i am still getting the error message The iPhone could not be restored. An unknown error occured (13) WHAT TO DO HELP!!!!!!!!
  • Lawrence Finch Level 8 (35,006 points)
    Did you see the previous messages in this thread, including the Apple tech tip and my post about it most likely being a USB issue? Have you tried the USB tips (no hub, no monitor port, no keyboard port, plug the iPhone directly into a USB port on the back of your computer, disconnect other power-using USB devices).

    Have you tried rebooting your computer and immediately trying to update without launching any other programs?

    In addition to those, Error 13 sometimes means that your antivirus is blocking the update. Try disabling it.

    It's also possible that your USB drivers are out of date. Check with Dell's site or run their updater on your computer.
  • sawa85sa Level 1 (0 points)
    same stuff, unknown error (6)
    I'm working on winxp pro freshly installed with the latest itunes version, i get the cable + itunes screen, tried multiple hard resets, tried doing the DFU thing(how accurate the timing has to be?), nothing. Does it mean i can start using my phone as a paper weight from now on or is there any other thing i can do(besides going to apple store)?
  • Lawrence Finch Level 8 (35,006 points)
    Have you read down the thread and tried ALL of the suggest fixes, including the Apple tech notes?
  • sawa85sa Level 1 (0 points)
    yep, and from error 1601 and 1602 i leveled up to (4) and now (6) still a long way to go to (13)
  • sawa85sa Level 1 (0 points)
    and i've started with a semi working iphone: couldn't do anything on itunes no uploads downloads, music transfers, os upgrades, so i decided to go back to the very beginning and reset the whole phone.
  • K-Nadian Level 1 (0 points)
    Hey sawa85sa,
    ran into this problem myself (iphone) and came across your thread. I have since fixed it and returned to bring you good news. Im running itunes on my pc, never had connectivity issues before, but i was stuck with a restore screen and 1601 error in itunes. After 4 hours of wrestling with it, uninstalling itunes, reinstalling itunes, i plugged it into my parents IMac and it restored with no issue. I guess thats a point for Mac. You must not give up, try other computers, try a mac or a pc (opposite of whatever you're using) Hope this works for you, i know how poop it is to be stuck like that.

  • sawa85sa Level 1 (0 points)
    now i only need to find somebody with a mac... might be tricky but thanks for help(hopefully it'll work)
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