iPad cannot backup, transfer to a new iPad or connect to iTunes

Question

iPad cannot backup, transfer to a new iPad or connect to iTunes

I'm trying to transfer data from an old iPad (iPad Pro 9.7-inch) to a new one (latest, iPad Pro, 11-inch). The old iPad suddenly will no longer back up since mid-March, and upon reading these pages and others, I deleted the last backup to run a new backup from scratch. Big mistake. It still will not back up. The direct transfer doesn't work, either. I was going to try to use iTunes, but the iPad has had problems connecting to iTunes for quite some time (I was advised to connect it to iTunes during the pandemic as I was unable to use it as a whitepad for Zoom calls, for reasons that escape me now).

Whenever I connect it, I get the message: "A software update is required to connect to iPad." I run the update (over, and over, and over, and over....) Sometimes it fails, sometimes it doesn't. Even when it doesn't, the device does not show up in iTunes anywhere. Disconnecting and reconnecting the iPad brings up the same message, and the same install. Sometimes the failure message is "can't download the install because of a network problem," yet no network problem ever exists.

So, I have no way to backup this piece of junk (running iOS 14.5.1, not that it matters), and no way to use my new iPad. Any suggestions?

I've restarted. Both devices. Many times. I've signed out of iCloud and back in. There is plenty of space on iCloud (there was before, but I still upped the plan so I have at least enough space to backup the device twice without interfering with any existing data from it in the cloud). Both devices detect the connection. iTunes is 12.9.5.5, but I see no update for that even if that were the problem, which isn't likely, as it's asking for the update for the iPad. iPad is on, unlocked. OS 10.14.6 (updating is not an option, and this should work with the device under these conditions).

iPad Pro, iPadOS 14

Posted on May 11, 2021 8:21 AM

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Answer 1

AppleJen77

Community Specialist

May 12, 2021 8:28 AM in response to David Weisberg2

Hello, David!

Thanks for reaching out to the Apple Support Communities! It sounds like you're having an issue backing up and transferring your data from one iPad to another. You've tried excellent steps so far to troubleshoot, and, at this point, we would recommend reaching out to Apple directly by checking out this link to Get Support and they will be more than happy to proceed with additional steps.

Have a wonderful day!

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Answer 2

May 14, 2021 3:12 PM in response to AppleJen77

Unfortunately, I did just that. I’ve not experienced such poor customer service in a long time. No one knew what to do, after insisting I try again all the things I had already tried with them on the phone, I was referred to a specialist who was supposed to send me contact info and software that would send information from my iPad to their engineers. She didn’t send me the info, and the file (a .dmg file) did nothing. I called back and spoke to someone named Joe, who apparently had no way of getting in touch with her. He told me she had scheduled a call with me two days later, and I’d just have to wait. I rescheduled something (lost money on a job as a result) and no call. She called three days after the initial contact, saying the files I sent were blank. Still, she waited the three days for the engineers to look at... nothing. I asked if she had seen the note from Joe, and she got flustered, said she’d put me on hold, and hung up.

I can’t even count how many hours of my time I’ve wasted trying to get a device and service I pay a fair amount of money for to work.

I’ve been an Apple customer, brief employee and longtime stock holder over the course of the last 35 years. The service used to be great. In the last 5 years or so, it’s become apparent that Apple Customer Service cares not one whit about a single customer. I suppose the answer is to return the iPad.

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iPad cannot backup, transfer to a new iPad or connect to iTunes

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