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Level 1

5 points

Apple TV 2 will not restore, error code 9

My Apple TV 2, which has worked flawlessly for over a year, started acting funny tonight. None of the interent functions showed up and it could not connect to the home sharing network or stream any media. I unplugged it and it would not come back on - it just sat with the power light blinking once every second, and nothing displaying on the screen.

I unhooked it and plugged it into my PC, and it showed up immediately in iTunes (10.5.0.142). I clicked the 'Restore' button. It downloaded the latest firmware and began the update process. The restore failed with error 9 at the "Verifying Apple TV restore with Apple" step, which Apple Support lists as a "USB" error. So far I have tried the restore on 3 different computers (one Mac with Lion and 2 PC's running Windows 7) with a variety of Micro-USB cables and ports on each PC. Every attempt returns the exact same error at the exact same point. I have also tried the restore with the power plugged in and with an older version of iTunes. My firewall is off on the computers. Overall I've tried the restore with over 30 combinations of Computers, ports, cables and software versions with no luck. I have included the log below. It's the same every time.

Has anyone else seen this issue?

Is Apple by any chance having some service problems today? I am wonding this becasue I can't activate my old original iPhone to use as an iPod Touch tonight either, and I have been able to do that at least twice in the past. I've tried all day long with both of these issues to no avail.

Thanks for any guidance anyone in the forums can provide.

- ph

AppleTV Update Log

2011-10-23 23:30:12.000 iTunes[272:1703]: restore library built Sep 2 2011 at 02:05:53

2011-10-23 23:30:12.000 iTunes[272:1703]: iTunes: iTunes 10.5

2011-10-23 23:30:12.000 iTunes[272:1703]: iTunes: Software payload version: 9A335a

2011-10-23 23:30:19.000 iTunes[272:13a0b]: iTunes: Specifying UOI boot image

2011-10-23 23:30:19.000 iTunes[272:13a0b]: amai: AMAuthInstallSsoInitialize: can't find SSOClient.framework

2011-10-23 23:30:19.000 iTunes[272:13a0b]: requested restore behavior: Erase

2011-10-23 23:30:19.000 iTunes[272:13a0b]: *** UUID D97F5D8C-C407-4C82-BCFB-3B7EC63FDA8C ***

2011-10-23 23:30:19.000 iTunes[272:13a0b]: amai: AMAuthInstallDebugWriteObject: debug object written: file://localhost/tmp/PersonalizedRestoreBundle.pB54PExesk/amai/debug/tss-reques t.plist

2011-10-23 23:30:20.000 iTunes[272:13a0b]: amai: AMAuthInstallRequestSendSync: received tss response (server version: 2.0.0)

2011-10-23 23:30:20.000 iTunes[272:13a0b]: amai: AMAuthInstallDebugWriteObject: debug object written: file://localhost/tmp/PersonalizedRestoreBundle.pB54PExesk/amai/debug/tss-respon se.plist

2011-10-23 23:30:20.000 iTunes[272:13a0b]: amai: _AMAuthInstallBundleInstallPersonalizedEntry: entry "KernelCache" has been previously personalized; skipping it

2011-10-23 23:30:20.000 iTunes[272:13a0b]: amai: _AMAuthInstallBundleInstallPersonalizedEntry: entry "AppleLogo" has been previously personalized; skipping it

2011-10-23 23:30:20.000 iTunes[272:13a0b]: amai: _AMAuthInstallBundleInstallPersonalizedEntry: entry "DeviceTree" has been previously personalized; skipping it

2011-10-23 23:30:20.000 iTunes[272:15f0b]: iBoot build-version = iBoot-1219.43.32

2011-10-23 23:30:20.000 iTunes[272:15f0b]: iBoot build-style = RELEASE

2011-10-23 23:30:20.000 iTunes[272:15f0b]: DeviceRequest failed: 0xe000404f

2011-10-23 23:30:20.000 iTunes[272:15f0b]: command device request for 'getenv radio-error' failed: 2008

2011-10-23 23:30:20.000 iTunes[272:15f0b]: radio-error not set

2011-10-23 23:30:20.000 iTunes[272:15f0b]: unable to open device_map.txt: No such file or directory

2011-10-23 23:30:20.000 iTunes[272:15f0b]: <Recovery Mode Device 0x7fc6334aee90>: production fused device

2011-10-23 23:30:20.000 iTunes[272:15f0b]: <Recovery Mode Device 0x7fc6334aee90>: operation 4 progress -1

2011-10-23 23:30:20.000 iTunes[272:15f0b]: bootstrapping restore with iBEC

2011-10-23 23:30:20.000 iTunes[272:15f0b]: <Recovery Mode Device 0x7fc6334aee90>: operation 31 progress -1

2011-10-23 23:30:21.000 iTunes[272:15f0b]: <Recovery Mode Device 0x7fc6334aee90>: Recovery mode succeeded

2011-10-23 23:30:22.000 iTunes[272:1703]: device disconnected (isDFU = 0)

2011-10-23 23:30:22.000 iTunes[272:1703]: _AMRecoveryModeDeviceFinalize: 0x7fc6334aee90

2011-10-23 23:30:27.000 iTunes[272:1703]: device connected (isDFU = 0)

2011-10-23 23:30:27.000 iTunes[272:1703]: iTunes: SCEP 2

2011-10-23 23:30:27.000 iTunes[272:1530b]: iBoot build-version = iBoot-1219.43.32

2011-10-23 23:30:27.000 iTunes[272:1530b]: iBoot build-style = RELEASE

2011-10-23 23:30:27.000 iTunes[272:1530b]: DeviceRequest failed: 0xe000404f

2011-10-23 23:30:27.000 iTunes[272:1530b]: command device request for 'getenv radio-error' failed: 2008

2011-10-23 23:30:27.000 iTunes[272:1530b]: radio-error not set

2011-10-23 23:30:27.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 44 progress -1

2011-10-23 23:30:27.000 iTunes[272:1530b]: requested restore behavior: Erase

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreLogo" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreDeviceTree" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreKernelCache" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreRamDisk" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBEC" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBSS" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "KernelCache" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "LLB" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "AppleLogo" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging1" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryFull" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryPlugin" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging0" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryLow0" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryLow1" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RecoveryMode" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "DeviceTree" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBoot" has been previously personalized; skipping it

2011-10-23 23:30:27.000 iTunes[272:1530b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: nothing to be done

2011-10-23 23:30:27.000 iTunes[272:1530b]: unable to open device_map.txt: No such file or directory

2011-10-23 23:30:27.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: production fused device

2011-10-23 23:30:27.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 4 progress -1

2011-10-23 23:30:27.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 42 progress -1

2011-10-23 23:30:28.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 5 progress -1

2011-10-23 23:30:28.000 iTunes[272:1530b]: DeviceRequest failed: 0xe000404f

2011-10-23 23:30:28.000 iTunes[272:1530b]: command device request for 'getenv ramdisk-delay' failed: 2008

2011-10-23 23:30:31.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 6 progress -1

2011-10-23 23:30:32.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 7 progress -1

2011-10-23 23:30:32.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 8 progress -1

2011-10-23 23:30:32.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: operation 9 progress -1

2011-10-23 23:30:32.000 iTunes[272:1530b]: <Recovery Mode Device 0x7fc634fdeb40>: Recovery mode succeeded

2011-10-23 23:30:33.000 iTunes[272:1703]: device disconnected (isDFU = 0)

2011-10-23 23:30:33.000 iTunes[272:1703]: _AMRecoveryModeDeviceFinalize: 0x7fc634fdeb40

2011-10-23 23:30:38.000 iTunes[272:11203]: received kAMDeviceAttached action, device 0x7fc634fdeb40, AFC error 0XE8000028

2011-10-23 23:30:38.000 iTunes[272:11203]: iTunes: Restore-mode device appeared, device 0x7fc634fdeb40

2011-10-23 23:30:38.000 iTunes[272:11203]: iTunes: Creating restore mode device with usbMuxDeviceID 0X8

2011-10-23 23:30:38.000 iTunes[272:11203]: <Restore Device 0x7fc634e31450>: operation 3 progress -1

2011-10-23 23:30:38.000 iTunes[272:11203]: <Restore Device 0x7fc634e31450>: operation 4 progress -1

2011-10-23 23:30:38.000 iTunes[272:11203]: Supports value queries: 1

2011-10-23 23:30:38.000 iTunes[272:15c1b]: <Restore Device 0x7fc634e31450>: operation 44 progress -1

2011-10-23 23:30:38.000 iTunes[272:15c1b]: requested restore behavior: Erase

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreLogo" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreDeviceTree" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreKernelCache" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RestoreRamDisk" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBEC" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBSS" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "KernelCache" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "LLB" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "AppleLogo" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging1" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryFull" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryPlugin" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging0" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryLow0" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryLow1" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "BatteryCharging" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "RecoveryMode" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "DeviceTree" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "iBoot" has been previously personalized; skipping it

2011-10-23 23:30:38.000 iTunes[272:15c1b]: amai: _AMAuthInstallBundleCreateServerRequestDictionary: nothing to be done

2011-10-23 23:30:38.000 iTunes[272:15c1b]: device did not return saved USB log

2011-10-23 23:30:38.000 iTunes[272:15c1b]: device did not return saved panic log

2011-10-23 23:30:38.000 iTunes[272:15c1b]: connected to service com.apple.mobile.restored

2011-10-23 23:30:38.000 iTunes[272:15c1b]: using protocol version 12

2011-10-23 23:30:38.000 iTunes[272:15c1b]: unable to open device_map.txt: No such file or directory

2011-10-23 23:30:38.000 iTunes[272:15c1b]: board config = k66ap

2011-10-23 23:30:38.000 iTunes[272:15c1b]: value query for 'HardwareModel' returned 'K66AP'

2011-10-23 23:30:40.000 iTunes[272:11203]: received kAMDeviceDetached action, device 0x7fc634fdeb40

2011-10-23 23:30:40.000 iTunes[272:15c1b]: recv(35, 4) failed: connection closed

2011-10-23 23:30:40.000 iTunes[272:15c1b]: unable to read message size: -1

2011-10-23 23:30:40.000 iTunes[272:15c1b]: unable to read message from device

2011-10-23 23:30:40.000 iTunes[272:15c1b]: AMRAuthInstallDeletePersonalizedBundle

2011-10-23 23:30:40.000 iTunes[272:15c1b]: <Restore Device 0x7fc634e31450>: Restore failed (result = 9)

2011-10-23 23:30:40.000 iTunes[272:360f]: iTunes: Waiting for post-restore appearance

2011-10-23 23:30:48.000 iTunes[272:1703]: device connected (isDFU = 0)

2011-10-23 23:30:48.000 iTunes[272:1703]: iTunes: SCEP 2

2011-10-23 23:30:48.000 iTunes[272:360f]: iTunes: Restore error 9

2011-10-23 23:48:55.000 iTunes[272:1703]: device disconnected (isDFU = 0)

2011-10-23 23:49:31.000 iTunes[272:1703]: device connected (isDFU = 0)

2011-10-23 23:49:31.000 iTunes[272:1703]: iTunes: SCEP 2

Posted on Oct 23, 2011 10:32 PM

39 replies

Oct 24, 2011 5:35 PM in response to PaLnTsC

Yes I remember the loop bit (oddly enough at the time I'd had a looping situation when updating an iPad), I think I realised I couldn't help after a while, I hope they sort it out for you.

PaLnTsC

Level 1

11 points

Oct 24, 2011 5:58 PM in response to PorpoiseHork

PorpoiseHork, Did you managed to contact Apple Support? Any news?

PorpoiseHork Author

Level 1

5 points

Oct 24, 2011 8:54 PM in response to Winston Churchill

I also was on 4.4 and was installing 4.1 ... by accident actually, the update box popped up at an inopportune time.

All clean - nothing modified or jailbroken. Thanks for trying to help Winston.

I got through to support. They had be do the update again and send them the log so they can send it off to the engineers. He said he will try and get back to me tomorrow night if possible, but it may be a day or two. This isn't something they've seen, and he said the problems that were occurring yesterday and today shouldn't have affected the USB-Update method, only the normal Wi-Fi one. He also said if I were near an Apple Store he'd have me take it in to have them look at it. I am not, but if you are you may want to give that a try.

I'll post back whenever they give me a call back.

PorpoiseHork Author

Level 1

5 points

Oct 24, 2011 8:54 PM in response to PorpoiseHork

4.4 to 4.4.1 that was.

PorpoiseHork Author

Level 1

5 points

Oct 25, 2011 6:58 PM in response to PorpoiseHork

After talking to support two more times and walking through everying I did (multiple cables, pc's, etc...) they are replacing my unit and sending it to engineering so they can take a look at what's wrong with it since they can't figure out over the phone why it won't restore.

PaLnTsC, If you live near an Apple Store take it in. If not call and open a case and see if they are willing to replace yours as well.

Good luck! I'd be interested to know if you get the same response.

Oct 26, 2011 7:34 AM in response to PorpoiseHork

Hi Everyone,

No answer from me, but I'm having the same problem. The bigger problem, is that I have moved over seas, and am living in Malaysia. I'll see if I can call Apple and get a replacement. I've been trouble shooting for a week now. Yuck. But, I think I've tried everything.

Does anyoen know if there is a factory restore like in the Apple TV 1? or some special way to mount it? It feels like a corrupt system that can't be replaced.

Ethan-

PaLnTsC

Level 1

11 points

Oct 26, 2011 8:22 AM in response to PorpoiseHork

Thanks PorpoiseHork for your input. I'll call Apple this week and see what they tell me.

PorpoiseHork Author

Level 1

5 points

Oct 26, 2011 1:56 PM in response to Ethan Becker

If you can't boot it up and use the system's own factory restore I think the only other 'factory restore' is the 'restore' button when you plug in the ATV2 to your PC with a micro USB cable and no power. Try looking at DFU mode. That was my next step. I've seen lots of poeple say you don't need it unless you jailbreak, but if it's used to jailbreak it may operate differnetly than a normal restore and allow you to force the firmware to overwrite.

If that doens't work I would look at the jailbreaking guides and see how people fixed the devices they've bricked ... that may also give you some options

PaLnTsC

Level 1

11 points

Oct 26, 2011 2:35 PM in response to PorpoiseHork

Unfortunately, I've already tried DFU mode and some jailbreak tools that would kick the Apple TV 2 out of Recovery mode but without luck.

In fact, I found some people with the same exact problem on some Jailbreak forums and seems that nobody knows how to solve this. Hopefully Apple will come up with a solution soon.

Nov 1, 2011 10:04 AM in response to PorpoiseHork

Same issue here. Turned ATV2 on the other day went into continuous reboot cycle. Tried restore on my Mac Mini with micro USB cable: error 9. Tried restoring on PC: error 9. Tried ressting with remote, nothing. Tried "DFU mode": nothing. It's still under warranty but there isn't an Apple Store near me.! I'm hoping Apple is like Amazon and will send me a new one with a paid shipping label to send old one back. I'm on hold with them now....

Nov 1, 2011 10:15 AM in response to Phoenix2142

They did that for me with my sons laptop when I explained he needed to use it for school and transfer all his data before letting the other one go, but I had to ask and there was a good reason.

Nov 1, 2011 10:21 AM in response to Winston Churchill

Just got off the phone with them. I was informed that someone else would contact me via email and provide me shipping labels to print.Something tells me I won't be watching my Apple TV anytime soon 😟

Bobbotov

Level 1

0 points

Nov 1, 2011 12:51 PM in response to Phoenix2142

Every since my Apple TV upgraded last Thursday I have not been able to connect. I disconnected it and it tried to do another upgrade and then failed. I cannot imagine the problems people are happening all due to their Apple TV boxes. It seems more related to a failed upgrade. I dread dealing with support but I guess I will have to.

Nov 1, 2011 1:18 PM in response to Phoenix2142

Still no email or follow-up call from Apple about replacing my Apple TV. It's still under warranty and this is well under the realm of that warranty...It seems to me If you don't have an Apple store in your state you're screwed. I'm getting the run-around. This is bad customer service.

Nov 1, 2011 1:27 PM in response to Phoenix2142

Seems like I'm not the only one with a 99$ paper weight.. The 4.4.1 and 4.4.2 update has bricked alot of Apple TVs so far. The engineers must know this is becoming an epidemic and are working on a fix to prevent replacing alot of Apple TVs.

Apple TV 2 will not restore, error code 9