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If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled

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Question: Disabled iPhone

iPhone is disabled and when I try to connect to iTunes it says there is a missing value and the phone won't connect. Other phones connect ok, but not the disabled phone.

iPhone 6s Plus

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Apr 22, 2018 3:23 PM in response to alanfrommapleton In response to alanfrommapleton

Hey alanfrommapleton,

Thank you for visiting Apple Support Communities.

I see that your iPhone is disabled but it isn't recognized by iTunes, although other devices are recognized. It looks like you were viewing our support article If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled. This article has some great troubleshooting for this issue.

If you didn't already, try using these steps from the article to restore the iPhone using recovery mode:

Erase your device with recovery mode to remove your passcode

If you've never synced with iTunes, you'll need to use recovery mode to restore your device. This will erase the device and its passcode.

  1. Connect your iOS device to your computer and open iTunes. If you don't have a computer, borrow one from a friend, or go to an Apple Retail Store or Apple Authorized Service Provider.
  2. While your device is connected, force restart it:

    On an iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Home and the Top (or Side) buttons at the same time. Keep holding them until you see the recovery-mode screen.
    User uploaded file

  3. When you see the option to Restore or Update, choose Restore. User uploaded file

    iTunes will download software for your device. If it takes more than 15 minutes, your device will exit recovery mode and you'll need to repeat steps 2 and 3.
  4. Wait for the process to finish. Then you can set up and use your device.

Get more help

If you can't update or restore your device using recovery mode, or you can't use recovery mode because of broken or stuck buttons, contact Apple Support.


Apr 22, 2018 3:23 PM

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Question: Disabled iPhone