HT202069: Gather and use iTunes Diagnostics in iTunes for Windows

Learn about Gather and use iTunes Diagnostics in iTunes for Windows
Whipple

Q: my phone wont restore

i did the dianogstic and it gave me this

Microsoft Windows 7 x64 Home Premium Edition Service Pack 1 (Build 7601)

Hewlett-Packard HP G71 Notebook PC

iTunes 12.3.1.23

QuickTime not available

FairPlay 2.9.9

Apple Application Support 4.1

iPod Updater Library 12.0

CD Driver 2.2.3.0

CD Driver DLL 2.1.3.1

Apple Mobile Device 9.1.0.6

Apple Mobile Device Driver 1.67.0.0

Bonjour 3.1.0.1 (333.18)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084

iCloud for Windows 5.0.2.61

 

iTunes Serial Number 000000000D89D88C

 

Current user is not an administrator.

The current local date and time is 2015-11-09 12:26:26.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is supported.

Core Media is supported.

 

Video Display Information

 

Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family

Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family

 

 

**** External Plug-ins Information ****

 

No external plug-ins installed.

 

**** Network Connectivity Tests ****

 

Network Adapter Information

 

Adapter Name:    {393A3B3A-AFA2-4A45-94B0-B80E2C6EE8A2}

Description:    Microsoft Virtual WiFi Miniport Adapter

IP Address:    0.0.0.0

Subnet Mask:    0.0.0.0

Default Gateway:    0.0.0.0

DHCP Enabled:    Yes

DHCP Server:   

Lease Obtained:    Wed Dec 31 18:00:00 1969

 

Lease Expires:    Wed Dec 31 18:00:00 1969

 

DNS Servers:   

 

Adapter Name:    {73102787-CA31-47E9-BDEA-32968329F5BE}

Description:    Qualcomm Atheros AR9285 802.11b/g/n WiFi Adapter

IP Address:    192.168.88.243

Subnet Mask:    255.255.255.0

Default Gateway:    192.168.88.1

DHCP Enabled:    Yes

DHCP Server:    192.168.88.1

Lease Obtained:    Mon Nov 09 12:04:55 2015

 

Lease Expires:    Wed Dec 31 18:00:00 1969

 

DNS Servers:    8.8.8.8

        4.2.2.2

 

Adapter Name:    {ED75FEEB-0CAD-4628-AD05-50B268A3C6DE}

Description:    Realtek RTL8102E/RTL8103E Family PCI-E Fast Ethernet NIC (NDIS 6.20)

IP Address:    0.0.0.0

Subnet Mask:    0.0.0.0

Default Gateway:    0.0.0.0

DHCP Enabled:    Yes

DHCP Server:   

Lease Obtained:    Wed Dec 31 18:00:00 1969

 

Lease Expires:    Wed Dec 31 18:00:00 1969

 

DNS Servers:   

 

Active Connection:    LAN Connection

Connected:    Yes

Online:        Yes

Using Modem:    No

Using LAN:    Yes

Using Proxy:    No

 

Firewall Information

 

Windows Firewall is on.

iTunes is NOT enabled in Windows Firewall.

 

Connection attempt to Apple web site was successful.

Connection attempt to browsing iTunes Store was successful.

Connection attempt to purchasing from iTunes Store was successful.

Connection attempt to iPhone activation server was successful.

Connection attempt to firmware update server was unsuccessful.

The network connection timed out.

Connection attempt to Gracenote server was successful.

Last successful iTunes Store access was 2015-11-09 12:23:45.

 

 

**** CD/DVD Drive Tests ****

 

No drivers in LowerFilters.

UpperFilters: GEARAspiWDM (2.2.3.0),

 

E: hp DVDRAM GT30L, Rev mP04

Drive is empty.

 

 

 

**** Device Connectivity Tests ****

 

iPodService 12.3.1.23 (x64) is currently running.

iTunesHelper 12.3.1.23 is currently running.

Apple Mobile Device Service service 3.3.0.0 is currently running.

 

Universal Serial Bus Controllers:

 

Intel(R) ICH9 Family USB Universal Host Controller - 2934.  Device is working properly.

Intel(R) ICH9 Family USB Universal Host Controller - 2935.  Device is working properly.

Intel(R) ICH9 Family USB Universal Host Controller - 2936.  Device is working properly.

Intel(R) ICH9 Family USB Universal Host Controller - 2937.  Device is working properly.

Intel(R) ICH9 Family USB Universal Host Controller - 2938.  Device is working properly.

Intel(R) ICH9 Family USB Universal Host Controller - 2939.  Device is working properly.

Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293A.  Device is working properly.

Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293C.  Device is working properly.

 

No FireWire (IEEE 1394) Host Controller found.

 

Most Recent Devices Not Currently Connected:

 

iPhone 4S running firmware version 8.4.1

Serial Number:    C8PGXTSSDTF9

 

iPad (3rd Generation) (Wi-Fi) running firmware version 9.0.2

Serial Number:    DYVHH1RSDVD2

 

**** Device Sync Tests ****

 

No iPod, iPhone, or iPad found.

 

have no idea what to do next.  i have error 4013 and did what it said to try no luck  please help cant get new phone till dec

iPhone i, iPhone OS 3.1.3

Posted on Nov 9, 2015 10:42 AM

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