Erase iPhone with black screen and signed out

So I broke my phone pretty good where only 1/3 of the screen recognizes touch screen. I signed out of the phone and borrowed another iPhone in hopes I could use it for the time being. I finally got my replacement and need to send the broken one back, but I cannot erase the content on the phone. When I power up the phone it looks like the "HELLO" screen, but I cannot proceed any further. I plugged the phone into my laptop and opened iTunes, but iTunes does not recognize the phone. I am not sure what to do now and looking for advise please.

iPhone XR

Posted on Apr 21, 2020 6:43 PM

Top-ranking reply

chris_g1

Community Specialist

Posted on Apr 23, 2020 12:33 PM

Hello pdm3500,

I understand you would like to erase your iPhone before sending it to Apple but the screen is unresponsive and iTunes isn't recognizing the device. I'm happy to help you out with this.

Do you use Find My iPhone? If so, you may be able to erase your iPhone using the steps here: Erase a device in Find My iPhone on iCloud.com. If you don't use Find My iPhone you might be able to erase your iPhone by putting it into recovery mode and connecting it to iTunes. View steps on how to do that here: If you can't update or restore your iPhone, iPad, or iPod touch. In step 4 you can choose "Restore" instead of "Update, and omit step 5. Try the following steps if iTunes still doesn't recognize your device: If your computer doesn't recognize your iPhone, iPad, or iPod.

Thanks for using Apple Support Communities.

Take care.

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Erase iPhone with black screen and signed out

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