Previous 1 2 Next 26 Replies Latest reply: Aug 10, 2011 3:07 PM by Philly_Phan
phillyfella Level 1 Level 1 (0 points)

I connected my Ipad 2 to my PC via USB and was told there was a software update available (4.3.5).  I accepted the offer to upgrade.  Thereafter, it appeared the software downloaded.  It then indicated it was going into a backup routine; at that point all progress ceased.  The first time I attempted the update, the "backup" ran for over three (3) hours.  I killed the process and re-booted.  Tried it again and then started getting the prompts that the backup process would not work because the "files could not be saved on my PC!".

 

This all seems a bit bizzarre.  Can anyone offer a solution to perform this update? (The IPAD2 is about 6 months old.)


iPad 2, iOS 4.3.3
  • Demo Level 10 Level 10 (84,600 points)

    Read this article. See if this is the message that yoy are getting. You may need to delete your backup. Launch iTunes on your PC From the menu at the top go to iTunes> Preferences>Devices>your iPads backup>Delete.

     

    http://support.apple.com/kb/ts2529

  • longrower Level 1 Level 1 (0 points)

    iPad 1, same identical issue.  NO MESSAGE.  Just hangs and spins forever; finally the iPad quits saying "Syncing", but iTunes never stops saying "Backing up jim's iPad...", even after eventually sliding the "Stop Sync" bar on the iPad.  The progress bar in iTunes remains at about 8%.

     

    Attempting to exit iTunes instantly results in a message tombstone stating "iTunes cannot quit because it is updating the software in jim's iPad".

     

    I will, however, try to delete the existing backup AFTER I've found it and moved it somewhere safe.

  • phillyfella Level 1 Level 1 (0 points)

    This is an UPDATE to my earlier post.  I had connected to my PC via a USB hub.  The hub is fully functional BUT ...  for giggles and grins I tried a direct connection to my USB on the motherboard.  (I have a 5 + mb Inet coonection so speed and connectivity were ruled out as problems.  It immediately sync'd and then backed up without issue and, as I type, is doing the software download/upgrade.  Hopefully, my issue is solved and with equal hope this helps others encountering the same problem.

  • Demo Level 10 Level 10 (84,600 points)

    iTunes places the backup files in the following places:

     

    Mac: ~/Library/Application Support/MobileSync/Backup/

    Windows XP: \Documents and Settings\(username)\Application Data\Apple Computer\MobileSync\Backup\

    Windows Vista: \Users\(username)\AppData\Roaming\Apple Computer\MobileSync\Backup\

     

    From this Apple Support Site

    http://support.apple.com/kb/HT4079

     

    A corrupt backup could be causing the problem. I'm not saying that your backup is corrupt, and I understand why you want to move it to somewhere that you can retrieve it - but if it is corrupt - it does you no good to keep it.

  • Demo Level 10 Level 10 (84,600 points)

    Just so you know- you should always connect the iPad to a USB port on your computer - not a hub. It may work for you, but that is not the way the iPad is meant to be synced - it is supposed to connect to a 2.0 USB port on the computer.

  • Philly_Phan Level 6 Level 6 (12,440 points)

    It's always beneficial to simplify your configuration as much as possible when troubleshooting.  Your update is appreciated.

  • longrower Level 1 Level 1 (0 points)

    Thanks much, Demo, for that info on where to find the backup file!

     

    Although within iTunes' Prefs there was no backup showing (I had earlier used the Delete button to delete the only existing backup for my iPad), I looked into the file location you mentioned and there was indeed still lurking there a weird-named file.  I've deleted it and am trying the sync/backup/update process once again.  At the moment, iTune's showing the sideways barber-pole progress meter, so maybe it's going.  My fingers remain crossed!

     

    Secondary information: I'd run the iTunes diagnostics and gotten full success on all tests, so this silent failure to complete a backup issue was driving me bananas.

  • Demo Level 10 Level 10 (84,600 points)

    Good luck. I will keep my fingers crossed for you!

  • phillyfella Level 1 Level 1 (0 points)

    Continuing Update: I was too optimistic.  Initially, things went well -- but then stopped.  I assumed it was the backup -- corrupted as some suggested.  I deleted it and immediately got the prompt that an Update was not possible; I had to go the restore route.  Gritted my teeth and attempted to restore only to be confronted with another prompt that a restore could not be accomplished.  It seems I presently have a small doorstop -- albeit an elegant one.  I'll try again in the morning but something tells me that this "Update" was not quite ready for primetime.

  • phillyfella Level 1 Level 1 (0 points)

    Repeated efforts this morning have been unsuccessful.  I'm met with a prompt that the restore can not be accomplished due to "an unknown error".  I've looked through some of the "fixes" for unknown errors and am hesitant to proceed.  I disabled the antivirus but I'm unwilling to remove it entirely from the computer as one suggested.  The computer, antivirus and everything else on the computer is pretty much the same as when I received the IPAD, 7 months ago.  It has synced, backed up and I believe, done one upgrade since I got it.  I'm disinclined to think my computer is at fault.

     

    Can the local Apple store RESTORE the IPAD?

  • longrower Level 1 Level 1 (0 points)

    Samme thing is happening for my attempted update.  Backup portion of the sync ran for three hours last night with no sign of forward progress.  Finally cancelled from iPad and iTunes.

     

    Without a backup I'm hesitant to go through the restore process (again)!  Even just trying to remember the names of all the apps is a chore, much less the going through all the re-installs...

  • Demo Level 10 Level 10 (84,600 points)

    Have you considered recovery mode if unable to restore?

    http://support.apple.com/kb/ht4097

  • Philly_Phan Level 6 Level 6 (12,440 points)

    Demo wrote:

     

    Have you considered recovery mode if unable to restore?

    http://support.apple.com/kb/ht4097

    That's certainly worth a shot but, if I were the OP, I'd be considering the location of the Apple Store.  If it's reasonably convenient, I'd go there at this point.  If it's a pain getting there, I'd try the recovery first and leave the store as a last resort.

  • Demo Level 10 Level 10 (84,600 points)

    You make a good point. A trip to the Apple Store would be the best bet at this point, if it is convenient.

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