1 Reply Latest reply: Jul 13, 2013 11:52 AM by sterling r
Supermann72 Level 1 (0 points)

Hi! My iPhone4 doesn`t connect with iTunes..."there is a problem with your iPhone....." I restored it after the problem occured, but this didn`t work, and now I don`t get this option any more...every time I turn the phone on, it want`s me to connect with iTunes, but I only get a message saying "there is a problem with your Iphone....." Any solutions out there?

iPhone 4
  • sterling r Community Specialists (6,550 points)

    Hello Superman72,


    I would recommend the Advanced section of this article named iTunes: Specific update-and-restore error messages and advanced troubleshooting found here http://support.apple.com/kb/ts3694.



    Follow these advanced steps only if the steps in TS1275 have not resolved the issue or if a specific update and restore error message recommends it. If the update or restore error message is not listed in above, try following all the steps in TS1275 and this article starting from the top down (basic to advanced steps) to resolve the issue.

    Force restart your iOS device

    Hold down the Home and Sleep/Wake button until the Apple appears and then release. Once the device has started up or displays a connect to iTunes screen, try to restore again.

    Restore on a different computer

    If the issue is not resolved with the above steps, try to restore using a different computer. Ensure that the computer you use has an active connection to the internet, the latest version of iTunes, other USB devices except the keyboard and mouse have been disconnected, and connect directly to a rear USB 2.0 port on the computer.

    If another computer is not available, continue with the steps below.

    Open the proper ports and allow access to Apple servers

    During the update and restore process, iTunes needs to contact Apple. Ensure that your computer has the following ports open and can access these servers:

    • Port 80
    • Port 443
    • phobos.apple.com, albert.apple.com, gs.apple.com, edgesuite.net, evintl-ocsp.verisign.com, evsecure-ocsp.verisign.com

    Note: iTunes makes a secure connection over the Internet to the above servers. Since it is a secure connection, it is especially critical that your computer's date and time are correct.To learn how to open your network to access these servers, refer to your router, firewall, or security software documentation. Follow the steps in Troubleshooting security software issues to identify, update, and configure third-party security software to resolve a restore error.You may need to update, properly configure, disable, or uninstall built-in firewalls and other security software to prevent interference with iTunes. For assistance with this, contact the company that supports the firewall or security software you use. If you are using proxy settings, try to restore or update without using a proxy.

    Use MSConfig to restart your PC using Selective Startup

    On a PC, try to restore your iPhone, iPad, or iPod touch after restarting in Selective Startup mode. Do not use MSConfig to resolve restore issues caused by security software. For instructions on how to use MSConfig to restart your PC in Selective Startup with the appropriate Apple software enabled, see the following articles:


    Stop Virtual OS environments

    OS virtualization or emulation software may cause restore errors. If you are using a Mac and have a virtual OS environment running, or are attempting to restore from iTunes running in a virtual OS, shut down the virtual OS, quit the virtualization software, and attempt to restore using the latest version of iTunes available for the Mac.

    Restore using a new user account

    Create a new user account on your computer and try to restore while logged in as the new user. iTunes will download a new version of the software restore file. After creating the new user, log in to that account, open iTunes, and attempt to restore to see whether the issue persists in this new user.Use these steps if you're not sure how to create a new user:Windows 7, Windows Vista, Windows XP

    1. From the Start menu, choose Control Panel.
    2. Open User Accounts.
    3. Select "Create a new account" and follow the instructions to complete the account setup process.
    4. Once the new account is created, choose Log Off from the Start menu.
    5. Log in to the newly created user account.
    Mac OS X
    1. From the Apple menu, choose System Preferences.
    2. Choose View > Accounts.
    3. Click the "+" (you may need to authenticate to be able to click this).
    4. Give the new user a name and short name and enter a password.
    5. Select the checkbox for "Allow user to administer this computer". This makes the user an administrator user.
    6. Click Create Account.


    Rename, move, or delete the iOS software file (.ipsw)

    iTunes uses "ipsw" files to restore your device. If those files are unusable, then try deleting them, renaming them, or moving the file to a different directory. This will cause iTunes to download a new copy of the IPSW. When a restore issue is specific to a user, it is likely due to an unusable .ipsw file. If removing the .ipsw file does not resolve a user-specific restore issue, then the issue is caused by other user-specific security software settings or iTunes preferences. Creating a new user will also cause new .ipsw restore files to be downloaded in the new user. You can find the ".ipsw" files in these locations:Mac OS X

    iPhone~/Library/iTunes/iPhone Software Updates
    iPad~/Library/iTunes/iPad Software Updates
    iPod touch~/Library/iTunes/iPod Software Updates
    Note: The tilde "~" represents your Home directory.


    Windows XP


    iPhoneC:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iPhone Software Updates
    iPadC:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iPad Software Updates
    iPod touchC:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iPod Software Updates
    Note: To quickly access the Application Data folder, click Start, and then choose Run. Type %appdata% and click OK.


    Windows 7 and Vista


    iPhoneC:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPhone Software Updates
    iPadC:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPad Software Updates
    iPod touchC:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iPod Software Updates
    Note: To quickly access the AppData folder, click Start, and then in the search bar type %appdata% and press the Returnkey.



    Restart the Apple Mobile Device Service (Windows only)

    Restarting the Apple Mobile Device service on Windows XP, Windows Vista, or Windows 7 may allow you to successfully restore iPhone. Refer to the steps below for your version of Windows.Note: You'll need to sign in with an administrator account for these steps.Windows XP
    1. Quit iTunes and disconnect the device.
    2. Choose Start > Control Panel.
    3. Inside the Control Panel, open Administrative Tools.
    4. Open Services.
    5. Select Apple Mobile Device and click Stop the service.
    6. After the service is stopped, click Start the service.
    7. After the Apple Mobile Device service has started again, open iTunes and connect the device.
    8. Select the device on the left side of the iTunes window, click the Summary tab, and then click Restore.
    Windows Vista and Windows 7
    1. Quit iTunes and disconnect the device.
    2. Click the Windows Start button.
    3. In the Start Search field, type "Services".
    4. In the Programs section of the search results, click Services.
    5. Select Apple Mobile Device and click Stop the service.
    6. After the service is stopped, click Start the service.
    7. After the Apple Mobile Device service has started again, open iTunes and connect the device.
    8. Select the device on the left side of the iTunes window, click the Summary tab, and then click Restore.

    Remove and reinstall iTunes and Apple Mobile Device Support

    Completely remove iTunes and Apple Mobile Device support and then reinstall the latest version of iTunes. Click the appropriate link below for instructions on how to accomplish this for your operating system.


    After removing and reinstalling the latest version of iTunes, try restoring iPhone, iPad, or iPod touch again.


    Additional Information

    Contact Apple


    If you have performed all of the steps in this article and you are still experiencing a restore issue, contact Apple or your wireless carrier, whichever provides phone support for your device.

    To find Apple's contact information in your country, refer to Contacting Apple for Support and Service. If you use an iPhone 3G or iPhone 3GS, you can find your wireless carrier at Locating iPhone wireless carriers. Wherever you live in the world, you can find your iPhone service options at the Online Service Assistant.

    You may have questions about servicing your iPhone, and you can find answers to frequent questions in thisFAQ.

    If there is an Apple Retail Store nearby, find the closest store and then make a reservation through the online Apple Store Concierge. Reservations are strongly recommended.


    All the very best,