Photon77

Q: iTunes Network Diags pass, but Restore fails with Error 3014 and recommended solutions risky and unhelpful

We've had routine OS updates fail recently (weeks apart)
on both an iPad mini and a 5th Gen iPod. The devices ended up in recovery mode
and we had to Restore them to factory defaults.
That is bad enough, but it gets worse...

    

We started iTunes, plugged in the bricked device, and were
prompted to do a Restore. Clicked OK. It ran for a while, completed the
extraction step, and the failed with unknown error 3014.

    

We searched support, and there is plenty written about
unknown error 3014 when doing a Restore. Most point to network connectivity
issues and things like blocked ports or conflicting security software. Sure, I
can see how those could cause problems that may be outside Apple’s control
(although doing everything over HTTPS would eliminate the issue.)

   

BUT, iTunes has built in network diagnostics (Help ->
Run Diagnostics… -> Network connectivity tests). Shouldn’t these tell me if
there is a connectivity problem with iTunes? The support articles all seem to
tell you to manually dive into all kinds of low level  things such as hosts files.

   

iTunes network diagnostics all passed, but out of
desperation, we still tried shutting off our anti-virus (Avast) and firewall
(Comodo), connecting directly to the internet without our router blocking or
filtering anything, editing the hosts file, trying a different PC, etc. as
instructed. It was all a wild goose chase – nothing helped, and Apple’s
instructions exposed us to security risks (attaching directly to the Internet
with no router, firewall or ant-virus software!)

   

I can’t be 100% sure because I still had our anti-virus
SW and firewall turned off, but what seemed to finally work was to just try
dozens of times until iTunes and Apple’s servers finally worked!

   

After dozens of tries on two PCs over two days, the last
thing I did was to turn off our anti-virus and firewall again, started iTunes,
plugged in the device, attempted a Restore when prompted, retried when it
failed. Then closed and reopened iTunes while leaving the device attached, and
Restored when prompted. That one time, we got lucky and it worked. I’m sure
many people really have blocked ports, etc. but I can’t see how that could explain
our problems. Hopefully this posting will help someone.

 

          

** Apple – If you’re reading this ** Please (1) find out
why we and others in the forums report persistent 3014 errors that seem to
magically go away if you retry often enough over a long enough period of time,
and (2) make sure the iTunes network diagnostics are truly thorough, and then
direct customers to them rather than making them dig through port mapping
settings and hosts files. Thanks for your consideration.

 

This is a terrible user experience – Please address this!

           

 

A few of the refs I found:

 

http://support.apple.com/en-us/HT201413

http://support.apple.com/en-us/HT203875

http://support.apple.com/en-us/HT202944

https://discussions.apple.com/message/20645785#20645785

 

 

 

iPod touch, Windows 8, 5th Gen with iOS 8

Posted on Jan 4, 2015 10:58 AM

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Q: iTunes Network Diags pass, but Restore fails with Error 3014 and recommended solutions risky and unhelpful

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  • Helpful answers

  • by lllaass,

    lllaass lllaass Jan 4, 2015 11:00 AM in response to Photon77
    Level 10 (189,462 points)
    Desktops
    Jan 4, 2015 11:00 AM in response to Photon77

    You did not list:

    Error 3194, Error 17, or "This device isn't eligible for the requested build" - Apple Support  

    it starts with:

    If iTunes can’t communicate with the update server, you may see one of these messages.

    • Error 17
    • Error 1639
    • Errors 3000-3020
    • Error 3194
    • Errors 3100-3999
    • This device isn't eligible for the requested build

    If you see one of these messages and need help updating or restoring your iOS device, install the latest version of iTunes and try to update or restore again. If you need more help, follow these steps.

  • by Photon77,

    Photon77 Photon77 Jan 4, 2015 12:53 PM in response to Photon77
    Level 1 (0 points)
    Jan 4, 2015 12:53 PM in response to Photon77

    P.S.  Here is a copy of one of our update logs that iTunes optionally sends back to Apple when a failure occurs, etc. (We let several of these be sent in) There are several errors near the end, including an "Internal error"

     

    iPodUpdater 1 2015-01-01.log

     

    2015-01-01 21:42:12.948 [7316:1c4c]: restore library built Oct  7 2014 at 14:24:11

    2015-01-01 21:42:12.948 [7316:1c4c]: iTunes: iTunes 12.0.1.26

    2015-01-01 21:42:12.948 [7316:1c4c]: iTunes: Software payload version: 12B440

    2015-01-01 21:42:12.948 [7316:1c4c]: iTunes: Using MobileRestore state machine

    [02:42:23.0846] Changing state from '(null)' to 'Restoring'

    [02:42:23.0846] requested restore behavior: Erase

    [02:42:23.0861] requested restore behavior: Erase

    [02:42:23.0861] requested variant: Erase

    [02:42:23.0861] requested restore behavior: Erase

    [02:42:24.0532] amai: _AMAuthInstallBundleCreateServerRequestDictionary: withApTicket is True

    [02:42:24.0532] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "RestoreLogo" Digest = "<CFData 085DB3E0 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "RestoreDeviceTree" Digest = "<CFData 085DB938 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "RestoreKernelCache" Digest = "<CFData 085DB6B0 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "RestoreRamDisk" Digest = "<CFData 085DB308 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "iBEC" Digest = "<CFData 085DB278 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "iBSS" Digest = "<CFData 085DB350 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "KernelCache" Digest = "<CFData 085DB110 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "ftap" not part of manifest, skipping

    [02:42:24.0548] amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "rfta" not part of manifest, skipping

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "ftsp" not part of manifest, skipping

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: entry "rfts" not part of manifest, skipping

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryCharging0" Digest = "<CFData 085DB1A0 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryLow1" Digest = "<CFData 085DB7D0 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "AppleLogo" Digest = "<CFData 085DB4B8 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "DeviceTree" Digest = "<CFData 085DB5D8 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryCharging1" Digest = "<CFData 085DB668 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0563] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryPlugin" Digest = "<CFData 085DB740 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "LLB" Digest = "<CFData 085DB428 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "iBoot" Digest = "<CFData 085DB1E8 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryFull" Digest = "<CFData 085DB470 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "RecoveryMode" Digest = "<CFData 085DB500 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: personalizing "BatteryLow0" Digest = "<CFData 085DB6F8 [7253907C]>{length = 20, capacity = 20, bytes = 0x<<<<<<<<<<<<<<<<<<UDID>>>>>>>>>>>>>>>>>>}"

    [02:42:24.0579] amai: _AMAuthInstallBundleCreateServerRequestDictionary: using UniqueBuildID <CFData 085AD430 [7253907C]>{length = 20, capacity = 20, bytes = 0xb4a53a00140f136ddf267a31b6d37652a4452586}

    [02:42:24.0579] amai: AMAuthInstallRequestSendSync: SSO function returned NULL and no SSO token was provided, SSO disabled.

    [02:42:24.0704] amai: tss_submit_job: HttpEndRequest failed=12031

    [02:42:24.0704] amai: AMAuthInstallRequestSendSync: failed tss submission: Internal error

    [02:42:24.0704] amai: AMAuthInstallApCreatePersonalizedResponse: server request error: Internal error

    [02:42:24.0704] amai: AMAuthInstallBundlePersonalizePartial: failed to create ap ticket

    [02:42:24.0719] failed to personalize the restore bundle: Internal error

    [02:42:24.0719] AMRAuthInstallDeletePersonalizedBundle

    [02:42:24.0782] Restore completed, status:3014

    [02:42:24.0782] Failure Description:

    [02:42:24.0782] Depth:0 Error:Failed to copy preflight options during recovery mode restore.

  • by Photon77,

    Photon77 Photon77 Jan 18, 2015 2:19 PM in response to Photon77
    Level 1 (0 points)
    Jan 18, 2015 2:19 PM in response to Photon77

    Update...I needed to restore a 4th Gen iPod Touch, and again received the dreaded 3014 error.

     

    So I tried a new laptop with Windows 8.1 instead of the desktop. It had the same anti-virus, same firewall, and went through the same router as one of the desktop PCs we used that failed. One difference was that the laptop was using WiFi whereas the desktops had wired connections to our Netgear WNDR3700 router.

     

    The restore worked the first time from the laptop with no workarounds.

     

    Very strange. But thankfully it worked. If you get stuck, maybe try a different PC.