TheFedge

Q: iPhone starts sync then says disconnected

I've been trying to update my iPhone 5S to iOS 9 but have been trying to back up the iPhone first. Every time I try to sync it, it starts the process, then says "iTunes could not back up the iPhone "iPhone" because the iPhone was disconnected" despite the fact that my phone is still showing up on iTunes as connected and it will still continue to transfer newly updated apps from my iPhone to iTunes. I've restarted both my computer and iPhone, reinstalled iTunes, and nothing.

iPhone 5s, iOS 8.4.1

Posted on Sep 19, 2015 12:13 PM

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Q: iPhone starts sync then says disconnected

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  • by Brett L,

    Brett L Brett L Sep 20, 2015 12:18 PM in response to TheFedge
    Community Specialists
    Sep 20, 2015 12:18 PM in response to TheFedge

    Greetings TheFedge,

     

    I see this is your first post in Apple Support Communities - welcome! I hope we can look forward to your continued particiapation.

     

    It sounds like you are trying to make a backup of your iPhone prior to updating it to iOS 9 - a very good idea! You get an error message saying the iPhone has disconnected and the backup does not complete. You have tried restarting both iPhone and computer with no change. Is that right?

     

    This article gives a number of other steps you should try to resolve this issue - If you can't make an iTunes backup of your iPhone, iPad, or iPod touch.

     

    It would be great to hear if this resolves the issue for you, so other users can learn from your experience. If the issue continues to persist, of course, please post back so we can continue to assist.

     

    Thanks for using Apple Support Communities.

     

    Be well.

  • by TheFedge,

    TheFedge TheFedge Sep 23, 2015 3:48 PM in response to Brett L
    Level 1 (0 points)
    Sep 23, 2015 3:48 PM in response to Brett L

    I had no luck and ended up just putting it in recovery mode to force the restore and update.

  • by joe_7399,

    joe_7399 joe_7399 Sep 27, 2015 6:53 AM in response to TheFedge
    Community Specialists
    Sep 27, 2015 6:53 AM in response to TheFedge

    Hello TheFedge,

     

    We're glad that you were able to resolve this situation by using recovery mode to restore and update your iPhone.

     

    Thank you for taking the time to reply and let us know what steps you took to resolve this update issue. We are glad that you are a part of the Apple Support Communities and look forward to your continued involvement!

     

    Have a great day!