thumbprint issue, error 0xE800015, disabled, timed out, no backup, HELP!

Question

thumbprint issue, error 0xE800015, disabled, timed out, no backup, HELP!

Touch ID kept failing. Tried to redo thumbprint but that led to...

iphone disabled connect to itunes,

connected to itunes and got error 0xE8000015,

read about that so tried different cords and even a different phone so the port nor cord are problem). using latest version of itunes.

Turned everything off - waited 5 minutes - then tried to connect again - this time error code in itunes was couldn't connect because this iphone timed out,

Tried soft reset and that doesn't work. I didn't forget or enter incorrect passcode - it just didn't want to accept any of the thumbprints stored.

So.... I have read that I should be able to have the option of update or restore from itunes but I can't even get that far. AND... if I do finally get the option, I have no backup to restore from so I really need HELP both in getting my phone working again AND recovering data!

Is there not a way I can enter my passcode through itunes or back it up with the correct passcode?

IPHONE 6, not positive if running latest version of ios but I think so.

THANKS IN ADVANCE!

iPhone 6, null

Posted on Feb 6, 2018 5:11 PM

Reply

Answer 1

Feb 6, 2018 5:15 PM in response to cjfromgeorgia

Did you have the phone repaired by a 3rd party servicer? Or did a previous owner? Any mistake on the part of someone fixing the phone would account for all of the symptoms you describe.

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Answer 2

Feb 7, 2018 7:52 AM in response to cjfromgeorgia

Simple question, complicated answer. Connect the phone, click on its icon in iTunes. Does it display the summary screen? If it does, click Back Up Now. I'm assuming you tried that and it doesn't work, but if it does, all the better.

A different approach that uses iCloud: Tap the Settings app, then your name at the top. Then iCloud. All of the options can be turned on to sync to iCloud. If you do that all of those items will be saved to iCloud. You can view them and edit them by logging in to https://icloud.com. If you have a Mac, or if you install iCloud for Windows, you can also sync them to your computer. This isn't all content; it doesn't include app data from 3rd party apps, for example.

You can also back up to iCloud, although you said you didn't want to do that.

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Answer 3

Feb 7, 2018 3:43 PM in response to cjfromgeorgia

That's a very old version of iTunes. Do you have the latest version of Windows 8 and is it an "official" copy? If you go to http://apple.com/iTunes it should recognize your version of Windows and should download 12.7.x by default. You might also try deleting iTunes and reinstalling it. See: Remove and reinstall iTunes and related software components for Windows 7 and later - Apple Support for the correct way to remove and reinstall iTunes.

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Answer 4

Feb 7, 2018 7:42 AM in response to cjfromgeorgia

It won't install any version except the latest, which is 11.2.5 as of today; it certainly won't install iOS 9. Do you have iTunes version 12.6.3 or later? That's a requirement. And it requires Windows 7 or later or Mac OS 10.10.5 or later.

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Answer 5

Feb 6, 2018 8:31 PM in response to Lawrence Finch

Thanks for the reply. No, actually to all. It was bought brand new at Christmas. No issues at all until this all of a sudden happened.

Update: i have been able to get to the update or restore option now. It got what looked to be about half way done with updating and an error 3194 came up. So I went to try it on another computer but that one unfortunately said it was going to update it to iOS 9 something. That’s older than what came on the phone so I was afraid that would mess it up. ? Or would it update and then realize that’s wrong version and continue updating? I

didn’t want it to roll it back and create more issues. Any input appreciated. Thanks

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Answer 6

Feb 7, 2018 4:57 AM in response to cjfromgeorgia

I’m also wondering... since I do have my passcode and am able to log in to my Apple ID account on the computer and they are connected, Is there not some way to get the data off the phone, either by transferring or backing up? This would be a great help! Thanks!

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Answer 7

Feb 7, 2018 2:00 PM in response to Lawrence Finch

And as for the iCloud method you mentioned... I’m not opposed to using iCloud- just don’t have a backup there to restore from but would love to be able able do so- is there a way to do that from the computer? My phone is completely disabled so I can’t access any of the settings or apps to turn it on from the phone itself.

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Answer 8

Feb 7, 2018 2:21 PM in response to Lawrence Finch

I kept thinking...even though I had downloaded latest version from the Apple website just yesterday that it looked like an older version. Found that it’s 12.1.0.71

So... not sure why... laptop is running windows 8. Any ideas on how to get the true latest version to download?

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Answer 9

Feb 7, 2018 7:09 PM in response to Lawrence Finch

Ok so an update... went to a friends house and used her iTunes. Finally got it to complete the update. It said Iphone was updated and would restart but then an error popped up saying it could not connect to this iPhone. Phone did restart and finally got off the same screen it’s been on. Here’s what it’s been and next I’ll post what it is now... so... what should I do now?