Having problems with my 8 month old iphone 5s with sound.  Apple tech told me that it is still under warranty but just to make sure it isn't a software issue, to do a factory restore through itunes.  I started it over 5 hours ago and it has gone from "updating software on iphone" (took 1.5 hours) to "preparing to restore software" (3.5 hours and counting) and has not gone any further.  I do have a lot of pictures on my phone, but only a couple of apps, so this seems like a ridiculous amount of time to me. And my phone had all of the latest updates on it.  Is this normal??