iPhone is disabled; connect to iTunes (for elderly "remote" parent)

i'm wondering if someone would be able to help me walk through something as i try to get my 93 year old dad back to being able to have someone call out for him.


right now he is getting an error that says ""iPhone is disabled; connect to iTunes".


he does not have a computer. i assume he tried his password X number of times and it locked him out or something?


anyway, is there a good way for me to reset his password for him on iCLOUD? or how do i do this? i am going to call an aide that is going to be with him and i would also like to TURN OFF the passcode since he will not remember it anyway and hopefully i can keep this from happening again.


anyone know if i can REMOTELY explain to someone on the phone how to get back into his phone and also explain to them how to TURN OFF the password?


i'm trying to get a visual step by step to do this since i will not have a lot of time with the other person on the phone and i won't be able to see what they are doing.


THANK YOU

iPhone 6, iOS 12

Posted on Oct 6, 2020 12:00 PM

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5 replies

Oct 6, 2020 5:16 PM in response to hotwheels22

A disabled device needs the device screen lock passcode reset, which can only be done by erasing the device in iTunes. There is no other mechanism to reset a disabled device. Without an iCloud or iTunes backup to afterwards restore data from, data loss is inevitable.


Resetting the AppleID password does nothing about a disabled device. The screen lock passcode is stored only on the device itself. So once the device is disabled, the only mechanism to reset the device is to erase it in iTunes, which then reinstalls iOS and puts the device back to the welcome/activation setup menu.


And BTW, iOS and iPadOS are specifically designed that way. Once disabled, there is no way for anybody to regain access to the device with its data intact. It is up to owners to make sure they are backing up in iCloud or iTunes, and doing so regularly so their data is recoverable by them (and nobody but them).

Oct 6, 2020 1:58 PM in response to KiltedTim

thanks. this is super confusing.

the apple tech walked me through the new app that i could download which allowed me to reset the apple ID password which of course i did not need to do.

and this process was as easy as pie for 95% then mind bogglingly poorly worded. but i finally (?) got the person with the other phone to give me the six digit code and i did that.

i guess tomorrow i will see if someone on the other end of the country can successfully recover his phone and get his data back since there did nothing - no matter how old anyone is - that i can do to accomplish this.

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iPhone is disabled; connect to iTunes (for elderly "remote" parent)

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