disconnecting during restore

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disconnecting during restore

I did a fresh backup on my daughters iPhone 6 and then did a factory reset because she was having memory and battery issues. When attempting to restore to the backup on our computer through iTunes I keep getting the message that the "iTunes could not restore the iPhone....because the iPhone disconnected". I have restarted both the computer and iPhone. I have attempted to use different usb ports. I disabled my anti-virus protection. The backup restore gets to anywhere from approx 33% to 50% and I get the above message.

The phone is working fine and shows it has 10.2 update. Daughter just desperately wants her data back on the phone from prior to factory reset.

iPhone 6, iOS 10.2

Posted on Dec 23, 2016 9:38 AM

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Answer 1

brenden dv

Community Specialist

Dec 24, 2016 6:26 AM in response to wshagar

Hello wshagar!

Thank you for using the Apple Support Communities! I see from your post that your daughter's iPhone will not restore normally and keeps stopping at a certain percentage. We definitely want your daughter to have her data back on her iPhone, and I will do all that I can to help you with this.

If iTunes keeps saying the iPhone is disconnecting, try some of the tips in this article: Resolve USB-related alerts in iTunes , specifically this section:

Check connections

Try these steps to check the connection between your device or computer. You might need to do only one of these steps to resolve the issue, so test your connection after each step.

See if the cable connection at the device or computer has come loose or unplugged.

Unplug the cable you're using to connect your iOS device from the USB port on your computer, and then reconnect it. Then unplug it from your iOS device, and reconnect it.

Remove any third-party battery packs or cases from the device and ensure that the USB cable is connected directly to the port on the device.

If your Lightning or 30-pin cable is connected to a keyboard, display or USB hub, try plugging it directly into a USB port on the computer instead.

Close any virtualization apps (such as Parallels or VMWare).

These apps might interfere with your computer's ability to communicate over USB if they aren't properly configured, or up to date. If this resolves the issue, contact the developer of the app to see if an update is available.

Restart your computer.

Restart your iPhone, iPad, or iPod touch.

Check for software updates. You can download the latest version of iTunes from Apple. If you're using a Mac, you can check for updates to OS X and other software using the Mac App Store.

If you're using a non-Apple computer, check for firmware updates for your computer or USB card from the manufacturer's website.

If your iOS device displays the Connect to iTunes screen, force your device to restart, and then restore it.

If you're using an accessory or third-party cable to connect your device, try using an Apple cable with the device instead.

Disconnect other USB devices from your computer, except for your keyboard and mouse. Then, reconnect your iOS device. If the issue is resolved, reconnect the other USB devices one at a time. Make sure your iOS device is still recognized by the computer after adding back each device.

If one of these steps resolves the issue, but it comes back later, make sure you haven't changed how the device is connected. For example, check to see if you plugged the device into a specific accessory, or used a specific cable that reintroduced the issue.

Let us know if this addresses your issue.

Kindest Regards!

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