iPhone stuck on restore screen

Question

Level 1

34 points

iPhone stuck on restore screen

My phone is stuck on a screen that says "support.apple.com/iphone/restore. The screen has the iTunes logo and a pic of a connector pointing to the iTunes logo. I have plugged it in to iTunes several times. I keep getting a message in iTunes that the phone cannot be restored due to unknown error (9). When I try to chat or schedule a call with Apple support, it asks for the serial number of the phone, which I cannot get to because the phone is stuck on this screen. I can't update the software or do anything. It's just stuck on this screen. What do I do?

Posted on Jan 25, 2018 9:51 PM

Reply

Answer 1

Top-ranking reply

ChrisJ4203

Level 10

236,297 points

Jan 25, 2018 9:55 PM in response to dddog

See this support document for troubleshooting steps for Error 9. If you see error 9, 4005, 4013, or 4014 when you restore your iOS device - Apple Support

Otherwise, it is a hardware error and you would need to make a Genius Bar appointment at the nearest Apple Store to have it checked.

Reply

Answer 2

ChrisJ4203

Level 10

236,297 points

Jan 26, 2018 7:19 AM in response to dddog

I'm not a Mac user, however with my iTunes in Windows, I just hover the mouse pointer over the backup and a window pops up and provides me with information about the phone, including the serial number.

And these are not sermons, they are answers to your questions, providing troubleshooting steps for you. You can go to https://www.apple.com/retail select the store you wish to go to, and then give them a call.

Reply

Answer 3

sberman

Level 10

272,454 points

Jan 25, 2018 9:55 PM in response to dddog

Find the serial number of your Apple product - Apple Support

Find the serial number or IMEI on your iPhone, iPad or iPod touch - Apple Support

Reply

Answer 4

dddog Author

Level 1

34 points

Jan 25, 2018 10:29 PM in response to ChrisJ4203

The system won't accept a Genius Bar appointment (or chat or phone call) without a serial number, which I cannot get to on the phone, and is not listed in iTune Preferences/Devices as the article says. Where else can I get the serial number? See other reply to sermon.

Reply