sportyjenny19
Level 1 (4 points)
iPhone

Q: New iPhone back-up problems

Hi

 

i upgraded my iPhone from 5s to 6s today. I chose to take the phone home and set it up at home. The lady in o2 told me what to do which was back up my old phone and plug in my new phone.

 

we've backed up my old iphone but I'm not sure what has happened. we've plugged the new iPhone in and it came up with the select new phone or restore from back-up. We restored from back-up. After then it asked for iPhone back-up password but I've never had one or made one. I thought it might be my apple password but it keeps saying its incorrect. What password is it asking for???

 

we then tried on another laptop. We plugged it in and tried to restore back to factory settings to see if we could get that first screen again but we keep getting "an error occurred" and just now we got "iPhone can't be found message"

 

I think an apple update may have started but my husband said he'd stopped it.

 

i have no idea what has happened. How do i fix my phone?

 

can can anyone help me please?????

Windows 7

Posted on Apr 24, 2016 3:35 PM

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sportyjenny19

Q: New iPhone back-up problems

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  • Helpful answers

  • by ManSinha,

    ManSinha ManSinha Apr 24, 2016 5:37 PM in response to sportyjenny19
    Level 6 (10,250 points)
    iPhone
    Apr 24, 2016 5:37 PM in response to sportyjenny19

    Do you still have physical possession of the old phone?

    If so - do the back up again - making sure password is not selected

    If not - try "apple" without the quotes or "1234" or your Apple ID password - those are the most common ones that have worked in this situation

  • by elcpu,

    elcpu elcpu Apr 24, 2016 5:49 PM in response to sportyjenny19
    Level 6 (15,759 points)
    Photos for Mac
    Apr 24, 2016 5:49 PM in response to sportyjenny19

    I suspect that you ended up with an encrypted backup. Once you do an encrypted backup to iTunes, intentional or not, and put in an encryption password, all your future backups for that phone will always be encrypted. See article below:

    About encrypted backups in iTunes - Apple Support

     

    It states that "You can't use an encrypted backup if you don't have the password. If you forgot your password, the only way to turn off backup encryption on your device is to erase your device and set up as new. Erasing removes all data from your device. If you don't want to erase your device, restore from an iCloud backup instead."